After many years of being a policyholder, I was due a large no-claim cashback amount at the end of October 2013. It's now February 2014 and despite many queries and complaints from my side and excuses and broken promises from their side, I still haven't received it. At first they tried to claim it had been paid, trying to shift the blame to me by suggesting my bank details were outdated. I pointed out this was clearly impossible since they use my account monthly for premiums and the one on record is correct. Now they keep saying it's "with IT" but with no outcome. They still keep debiting the premiums at the same time.
Each time I call in I have to explain all over again from the start i.e. convince them it wasn't paid etc. I've spoken to half a dozen people, more than half of whom were trainees, and there's no follow-through. They say someone will call and they don't. It will be 5 pm when I post this complaint and then they'll have missed yet another promised deadline.
It's suspicious and probably illegal that they keep debiting my account but withholding funds due to me. I am also reporting this to the Ombudsman and exposing their tactics via social media.
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