Cancellation process intentionally difficult and inconsistent

I am beyond frustrated with Pineapple Insurance and their cancellation process.

Their policy documents, website, and app all clearly state that cancellations can be done via the app. Yet after searching thoroughly, there was no option to cancel. I had to chase them directly, and eventually I received a contact number from them. I called and the consultant told me my policy would be cancelled effective 30 September 2025.

I got a confirmation email and sms that the policy is cancelled and the app shows that the vehicle is not insured. Despite this, they still deducted a debit order from my account for a service I no longer have. When I queried this, I was met with excuses about “30-day notice periods” even though I had been assured over the phone that the policy was month-to-month and could be ended immediately.

Because Pineapple refused to refund the deduction, I reversed the debit order—only to now be threatened with legal action and additional charges!

This is completely *********. They make it intentionally difficult to cancel and contradict their own terms and then blame and threaten the customer for their inconsistency.