Inconsistent Advice and Withheld Call Recordings

I am writing this to express my extreme frustration with Budget Insurance following a month-long struggle to secure a refund for a future-dated policy on a vehicle I never took ownership of. The service I have received is characterized by empty promises, conflicting information, and a total lack of accountability.

While shopping for insurance for a potential private vehicle purchase, I was convinced by a salesperson to future-date a policy, despite my explicit concerns that the sale might not conclude due to lengthy finance applications. As anticipated, the sale fell through. Despite this, a debit order was processed.

The Timeline of Events: Initial Agreement: I contacted the retention department to explain the situation. The consultant confirmed that a self-compiled declaration stating the sale did not occur would suffice. I was promised a refund within 7–10 working days. The First Rejection: After 10 working days with no refund, I followed up. A second consultant informed me the document was "insufficient." I immediately requested the call recordings to prove the initial agreement; to this day, these recordings have been withheld despite multiple requests. Management "Approval": I was then told the first consultant was inaccurate, but that a manager would "ad hoc" approve the refund. I was again promised the funds within 7–10 working days. The Current Deadlock: After over 10 working days of silence, I followed up a second time. I am now being told that "further approval" is needed and am being demanded to produce a document that does not exist - proof of non-ownership for a vehicle that was never registered to me.

The Core Issues: Logical Impossibility: The insurer is demanding an eNatis document to prove I don't own a car that they never had proof I owned in the first place. Lack of Transparency: My requests for call recordings are being dismissed, likely because they would confirm the inconsistent and incorrect advice given by their own staff. Dishonesty: I have been twice promised a refund by different departments, only for the goalposts to be moved once the deadline passes.

It has been over a month of "investigations" and empty commitments. I am no longer interested in excuses; I require the immediate processing of my refund and the release of the requested call recordings. Based on this experience, I will not be insuring with Budget Insurance in the future.