Motor Easy to take your cash not so easy to get it back!

10
Found 5th Mar
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MotorEasy Support: Welcome to our real-time support chat. How can I help you today?
Fay Olinsky: I wish to cancel the policy I took out last week please
MotorEasy Support: good morning if you could please call 0800 131 0001 and customer service can action this for you
Fay Olinsky: I CANNOT CALL MY PHONE LINES ARE DOWN!!!
MotorEasy Support: we cant cancel via live chat its here to give updates and answer questions
Fay Olinsky: I am getting very angry. I want to cancel I am not impressed at all at the support given. You emailed me to say an inspection needed to be done...for MORE money!!! then emailed to say you cant find anywhere to inspect it. I have no phone....even the mobile needs the signal from broadband here. I only have email and a bit of intermittent internet. I am 4 miles from nearest phone
MotorEasy Support: i appreciate this but companies do not cancel anything via emails/chats that is procedure. you arent charged for the health check we pay that, if we cant find somewhere to inspect the car then there isnt a health check anyway
Fay Olinsky: I am afraid I am not feeling very confident in your service with these answers. I am disabled. awaiting delivery of a car, phone line has been down for days due to snow. If you can manage to arrange this 'cover' and take my money from your site and via email you can surely arrange cancellation from the same!
MotorEasy Support: ok thank you for visiting live chat we have customers to help as i have already said we cant cancel a policy via this method. would you like me to have a specialist call you and they can arrange the cancellation with you or would you like to call us once your lines are up and running again?
Fay Olinsky: I am a customer! I want help to cancel. I am now totally convinced my decision is a correct one .
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10 Comments
Most companies have to talk to you to cancel. I don't know why because security questions could surely be asked via email or online chat.
probably just policy so they offer you a discount etc.
Used car warranty is a big scam, Virtually nothing is covered, Your engine and gearbox would literally need to be hanging off and then there are probably get out clauses for them. Op I hope you manage to cancel and get your money back.
Edited by: ".MUFC." 5th Mar
My company is the same. Due to regulations and dpa concerns we can't amend insurance policies. Unfortunately it seems you are stuck until your phone line is back. It's not their fault they cant help u because of your situation.
richje1002 h, 36 m ago

My company is the same. Due to regulations and dpa concerns we can't amend …My company is the same. Due to regulations and dpa concerns we can't amend insurance policies. Unfortunately it seems you are stuck until your phone line is back. It's not their fault they cant help u because of your situation.


She isn't after amending she is after cancelling as per her legal 14 days cooling off period, she is also already clearly aggravated prior to this.

She has attempted to cancel via chat which has stated it can only be done via them phoning and it is here is where I disagree with you. The procedure being quoted is solely an internal one to the company and does not answer what escalations are possible when the proposed resolution isn't viable. Also note the Data protection act and regulations were achieved with authentication via the bank details when she initially created and one very valid question she asked is why she can not use same said details to cancel (both creation and amendment require access to the same data - a sceptic may think it is engineered this way to have an opportunity to resell their product)

The planning, mitigation and escalation on such a single point of failure is fully within the companies responsibility (e.g. what if the phone line is not back on line for weeks - if you don't think that happens look at the consumer regulations on phone lines). Here it is their fault that they have procedures/process which do not cater for all situations their clients find the company have placed them into.

Either way though, fortunately there are legal guidelines which care less for companies internal procedures and staff. The consumer credit act for example advises to put your 14 days cooling off cancellation in writing. Further, for over 10 years now, writing is deemed to be acceptable via email as formally recognised and usable as proof.

@Fae - email the company advising them that under the 14 day cooling off period you wish to cancel. You attempted to do this via their online chat whom have informed you that this can only be achieved via a phonecall. Unfortunately due to recent weather you only have limited access via email and are at present unsure when you will get a fully working phone back. Further, due to mobility issues, it would be to your material determent to facilitate anything else and as such if they could confirm acknowledgement within x days of this email where you are formally cancelling (would bcc in a friend on the email to show sent).

If they do not respond by your deadline email citizens advise.
Edited by: "Bertz99" 5th Mar
Probably because Online chat is a little different to putting it in writing. It's easier to pretend to be someone on a chat than over the phone. You could say email be the same but we accept cancellation by email providing the email address it's come from matches what we have and also they quote reference numbers etc... The company is just being cautious. Why is it always the firm's fault something can't be done. God knows how we managed before the internet.

Edit: seems some of the big names insurance companies don't cancel online either Aviva and more than.
Edited by: "richje100" 5th Mar
richje1006 m ago

Probably because Online chat is a little different to putting it in …Probably because Online chat is a little different to putting it in writing. It's easier to pretend to be someone on a chat than over the phone. You could say email be the same but we accept cancellation by email providing the email address it's come from matches what we have and also they quote reference numbers etc... The company is just being cautious. Why is it always the firm's fault something can't be done. God knows how we managed before the internet.Edit: seems some of the big names insurance companies don't cancel online either Aviva and more than.


It is purely a sales tactic.
A policy can be started online, where is the proof the correct person has taken it out?
Before the internet, cancellation in writing was possible, how is that any different.

I hear the same old DPA all the time. It only gets brought up when it suits the business that has you by the short and curlies.
Oneday777 m ago

It is purely a sales tactic. A policy can be started online, where is the …It is purely a sales tactic. A policy can be started online, where is the proof the correct person has taken it out?Before the internet, cancellation in writing was possible, how is that any different. I hear the same old DPA all the time. It only gets brought up when it suits the business that has you by the short and curlies.


I disagree. It can also an opportunity for someone to find out what's the problem and report it in case it happens again. You might get through to a UK call centre but the chat could be someone overseas.
I've handled so many complaints where they can't even answer their own postcode as part of dpa.
Try and ring my bank, ask them to transfer u funds from me to u. Dpa is a way of life whether we like it or not.
If firm's failed to carry out suitable dpa checks they will get a hammering. There's no way around dpa.
In only your 3rd comment to their support you stated you are "getting very angry" and then in the very next comment you throw in an irrelevant comment about disabled. You seem very difficult to deal with tbh.
CS handled the call very well imo. Good advert for them if anything.
g8spur52 m ago

In only your 3rd comment to their support you stated you are "getting very …In only your 3rd comment to their support you stated you are "getting very angry" and then in the very next comment you throw in an irrelevant comment about disabled. You seem very difficult to deal with tbh.


If the nearest phone is 4 miles away with no access to a vehicle, is having a disability completely irrelevant in trying to fulfil what motor easy are stipulating the sole option?
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