Had an issue with an upgrade payment going through twice. It seemed that it had not gone through online, so I rang the company and paid direct. When I checked my bank balance, the payment had indeed been taken twice.
The bank were pathetic, said they would investigate but a result could take up to 120 days. I called UKinsurance and spoke to an agent called David (I don’t know his surname). He was fantastic, really sympathetic and kept me informed about what was going on. He asked the backroom team to investigate and called me a few days later to tell me they had found the second payment and had instigated a refund. I know it’s exactly what they should have done, but nevertheless I was very relieved and grateful they had sorted it. So full marks David and the rest of the team.
The bank, Virgin Money, have still not got back to me…..
Date of experience: February 28, 2023