Refund Still Not Received After Cancellation – Poor Service and ******** Debit

Item: Pineapple Insurance
Rating: 1
Author: Ruan S

I cancelled my Pineapple Insurance policy (Policy No. ***) on 25 June 2025, with a clear request to stop the associated DebiCheck debit order.

Despite following all verification steps the same day, I only received formal confirmation of cancellation on 22 July 2025—nearly a month later—after multiple follow-up emails and phone calls on my part. Their letter confirmed that the cancellation was effective 26 June 2025.

However, Pineapple still debited my account on 27 June, after the effective cancellation date.

Since then: • I have not received the refund for the unauthorized debit, • No one at Pineapple has provided a timeline or resolution, • I continue to receive irrelevant automated messages about a vehicle pre-inspection for a policy that no longer exists.

This is in direct violation of the Consumer Protection Act and the Policyholder Protection Rules. I have now given Pineapple ample time to resolve this fairly.

If this matter is not resolved immediately, I will: • Submit a formal complaint to the Ombudsman for Short-Term Insurance, • Report it to the FSCA, and • Request a chargeback through my bank.

I would strongly caution anyone considering Pineapple Insurance to be aware of the service and follow-through issues I’ve experienced.

Helpful (0)

Replies (2)

Pineapple Insurance's replyOfficial

28 Jul 2025, 12:51

Hi Ruan

We sincerely apologize for the frustration you have encountered, and we are eager to help you.

Please understand that the service you received is not up to our usual standards and we aim to improve your experience with us. Kindly grant me some time to thoroughly investigate and escalate the matter on your behalf to ensure a prompt resolution.

The Complaints Team🍍

Pineapple Insurance's reply28 Jul 2025, 12:51

Official

Ruan S's updateReviewer Update

28 Jul 2025, 13:15

Hi Pineapple,

Thank you for your response.

However, I must reiterate that this issue has been dragging on since 25 June 2025, and it remains unresolved despite multiple emails, follow-ups, and now this public complaint.

Your team already has everything needed to process the refund — I’ve sent several emails, including one directly to your complaints department, outlining the full situation with all relevant details. Instead of sending another holding message or asking for more time to “investigate,” you could simply reply to one of those emails and resolve the matter.

My policy was confirmed cancelled with effect from 26 June 2025, yet a debit went off on 27 June, and I am still waiting for a refund over a month later. That is unacceptable and borders on ******** billing.

Please stop sending generic responses and provide a specific date by which I will be refunded. I will hold off external escalation only until 31 July 2025. After that, I will proceed with complaints to the Ombudsman, the FSCA, and request a chargeback through my bank.

This is a simple matter to resolve — if there is genuine intention to do so.

Ruan S's update28 Jul 2025, 13:15

Reviewer Update

Hi Pineapple,

Thank you for your response.

However, I must reiterate that this issue has been dragging on since 25 June 2025, and it remains unresolved despite multiple emails, follow-ups, and now this public complaint.

This is a simple matter to resolve — if there is genuine intention to do so.