Review Time
I originally took out a policy with 'Homeshield Direct Ltd', for a washing machine and a fridge freezer at around £6.80/mth. The first couple of years it was fine. Then at the end of the second year I recieved no correspondence to renew.
In January I contatcted them to find out why. They said that policy had ended and if I wanted to continue I had to take out a new one for £57/mth for 12mths and overall cover for 3yrs.
I'm in an IVA and as such budgeted for everything. This was a stretch for me but I needed cover as I cannot afford to replace those appliances.
Shortly after my car had to go in for full suspension replacement which meant I couldn't afford the payments.
I had made nine out of the twelve but when I contacted them they said that the policy was closed and no further payments could be made towards it because I hadn't completed it within the first year.
Then I complained stating that no deadlock letter had been sent. I was contacted by Emma Saunders who then said I could complete the policy but only if I made the remaining payments in one and within one month.
I might have finished paying the car off but I was still in an IVA and couldn't afford that. To which her response was to say basically tough, the account would remain dormant until I made that payment of £170 and despite having paid for three quarters of the policy no cover would be provided and I could make no claims until I did. And just to cover themselves they then sent a deadlock letter.
According to the ombudsman who took the case 'Homeshield Direct', said to them that the account is still live. According to the law around outstanding debts if an offer is made to a service provider or creditor and it is refused legal representation should be sought.
Personally I think its disgusting that first of all they purposefully allowed the original policy expire just so they could increase the cost by almost ten times. But to then accept £570 in payments and expect to be able to run away with that for doing absolutely nothing is a new level of dispicable. At least part of the cover should be provided pr the opportunity to complete the payments in instalments.
As I said to Miss Saunders in the letter I recently sent I'm not going anywhere. Oniy sending recordings of the telephone conversations that prove the policy was explained isn't sufficient to address my complaint. I dkn't care if it works out to around £6.50 per appliance over the course of the 3yrs. While your paying it its still ten times more than I was paying previously. You excluded all the telephone conversations where your representative stated the account was closed with no reprieve.
Its nothing but legalised extortion. I wonder how many people they do this to and just run away with hundreds of pounds in payments for freezing people's accounts cause they had financial difficulty whilst refusing to provide any cover in return for the amounts they have paid.
Its disgusting!
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