vS
velile S

1 reviews | Active since Sept 2012

10 Dec 2018, 12:38

Auto & Gen ******* and *********** service

Their treatment of customers is highly unprofessional. I app**** for home contents insurance and i was quoted and accepted but after receiving my policy agreement there were errors that I asked be corrected with the information I had initially given telephonically. If I understand contracts correctly, if the information stated is incorrect it is null and void. My date of birth, title and initials were incorrect and my ID had been captured incorrectly. When I got a call back they claim to have corrected this information and increased the premium again I didn't protest then. Now after 5 different agents they tried to raise the premium for a 4th time that's when I lost my temper and requested a cancellation. They got my information incorrect 5 times in a row and each time they did the premium went up. When I requested to cancel and requested a refund because this is a new policy they refused and told me that they will cover me even claiming to give me a discount on an amount that was exaggerated due to their own mistakes. I was met with the utmost condescending response that I should just sit back let them charge me more each time yet they made errors, not me. After all this I get a rude email stating policy cancelled but cancellation is incomplete without trying to contact me again to cancel properly. I may have lost my temper and rightfully so. I want my money back so that I can get better cover. Your customers aren't idiots and I would appreciate if your call centre agents were taught that. No matter how little the amount you are taking money from me and expect to treated with some respect especially if you are in the wrong.

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Replies (2)
Auto & General
Auto & General's reply10 Dec 2018, 14:21
Official
We acknowledge receipt of your complaint. 

One of our Customer Relation Specialists will be in contact with you shortly to discuss your concerns. 
Kind Regards, 
The Auto & General Team. 
Auto & General
Auto & General's reply10 Dec 2018, 15:44
Official
Update: As discussed with our Customer Relation Specialist, please accept our sincere apologies for the inconvenience this has caused. We will certainly investigate the service failures and address the matter on an internal basis. 
We are truly sorry that we have lost you as a value customer and we do invite you to contact our Customer Relation Specialist if yo require any assistance in the future. 
Kind Regards, 
The Auto & General Team.