Over the space of two days, I spent a total of 8.5 hours on the phone, being passed back and forth from my insurer to close brothers, over and over. Each customer service team was telling me that the other company are the ones who could deal with my problem. Turns out, it was indeed close brothers that needed to deal with my problem. I was hung up on several times. I was also placed on hold hundreds of times – probably literally, only to be left for over 20 mins when I eventually gave up and realised that the call handler was not coming back on the phone to me. Not once did close brothers call me back either. Every single question I asked, no matter how simple, I had to wait on hold for a minimum of 5 mins, but most of the time 10-15 (that’s when I wasn’t hung up on or left on hold and forgotten about). E.g. they told me my outstanding balance, I simply asked whether that balance included late fees, the call handler could not answer this question or any other I had. I have had plenty of bad experiences with incompetent companies and their useless employees, but I have never bothered to write a bad review or pursue it in any other way. However, I have never in all my life known ANYTHING even close to what I have experienced with close brothers. The amount I was told I had to pay to avoid policy cancellation is absolutely incorrect, it should have been £183 including late fees, however I paid £219 which. Some very simple and quick maths brings you to the correct figure of £183. Any time I asked how they reached this figure, I was placed on hold and never got an answer. In the end I was so stressed and wound up by the whole thing that I just paid it anyway, I could not handle being put on hold again. I am going to email the customer service team with a break down of how the figure totals £183. I’m expecting to be ignored totally and get absolutely nowhere so I don’t know why I’m wasting my time.This may sound OTT and pathetic, but this has seriously impacted my already terrible mental health. I have shed tears and tears over this. I even missed my 7 year old son’s race today competing against other schools. I had to miss it because my policy was being cancelled at 4:30 and I was making no progress. He was in tears over it and so was I. I feel guilty as hell and it should not have happened! I am absolutely disgusted with close brothers, there are no words to convey how they have made me feel and how they have treated me. It’s despicable and I’ve never experienced anything even close to this level of incompetency in my entire life. AVOID LIKE THE PLAGUE!!!!!
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