Despite my building society saying it had no evidence of RAC Insurance making any requests for money from my account for my home cover premium at the relevant time, RAC says that its attempt to take the money from my building society had been declined.
As a result I incurred a £25 failed payment fee. I rang RAC and explained that there was enough money in my account to pay the premium so the £25 charge was unfair and should be removed. A helpful chap said the first thing was to ensure I was insured so I went through the procedures with the same card and the payment went through.
He explained that his system would not allow him to remove the £25 but it would be sent to my account via my card shortly. This was two months ago, but I still haven’t received the refund.
You had been assured that the refund of this unjust penalty for your premium had indeed been paid. However, you still hadn’t received it. Meanwhile, your building society insisted there had been no payments from RAC, just as it had not refused the original request to pay the premium.
A month after I took up the matter, your £25 was refunded, followed some time later by £25 for all the calls you had made. I had to push RAC Insurance long and hard for a statement, and had already guessed at the gist of the problem long before it came. The statement said: “We apologise to Mr I for the inconvenience this caused him and are pleased to confirm that the matter has now been resolved to his satisfaction. Our insurance partner has reimbursed him.
“Owing to an administrative error, Mr I’s insurance renewal payment was incorrectly and surprisingly collected from a bank account in Finland – an issue which took some time to identify and resolve.”
You do not have a bank account in Finland and are clearly not responsible for any of this muddle.
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