I had home insurance cover with UIA for several years, at a reasonable monthly price. Then they announced that Close Bros would now be underwriting the policy.The monthly direct debits were immediately increased by 10% (no explanation was given, and I have made no claims for many years).The difference was under one pound per month but when my bank paid the old amount, I quickly received an email from Close Bros informing me that as I hadn't paid this month, I owed them the new sum (fair enough) plus a £25 penalty (do what? I have never experienced this with any creditor to whom I've set up direct debits in my 43 years on God's earth, and on several occasions for various reasons the payment wasn't made - NB not all my own doing)This penalty clause was apparently buried in the small print somewhere; they know full well that no-one has time to read all the tedious small print. There was no attempt to enquire as to the cause of the less-than-£1 shortfall, just an immediate demand for payment. Next month the same thing happened. What Close Bros seem to be unaware of (oddly, since they are in the financial business) is that a direct debit is an arrangement between the creditor and the bank. They can increase the monthly DD payment at will if they choose, taking whatever sum they wish. DDs are different from standing orders in this respect, with an SO, the account holder can control the recurring sum of money to be paid.Instead of taking the new increased sum (which was under £10 BTW) they preferred to whack me for the increased sum plus their £25 penalty.I attempted to call their 'helpline' (that's a laugh) to speak to a human; I was at work, but this was urgent. I wasted 15 minutes listening to automated messages, irritating music, alleged automated transfer to a human being, but each time I was simply cut off. Never got to speak to a customer services person and by this time their 'helpline' (moor-yah) was closed (NB I began calling well before the cut-off time). I suppose they'd all gone to a wine bar.My advice: stay well clear of Close Brothers, avoid like the proverbial plague!
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