NCI Insurance

Good afternoon I understand you must receive many emails of this nature so i will try to be as brief. I have a Car Insurance policy with yourself. I was sent a letter on Friday stating that i was being charged £72.11 to remove my named driver. Previous to this I was not sent any chaser emails asking for me to upload the licence information, only an email saying you 'have amended my policy details' i clicked on the links and they do not take me to any letter asking for the licence details - so this is already against trading standards as i was not made aware of what you needed I had one phone call on Monday 4th February which i missed as i was on a flight back from Germany. I called back on the 8th as soon as i received a letter detailing i owed the £72.11 and i was greeted by a very unhelpful and rude customer service agent saying that he cannot do anything and i requested a call back from a manager I uploaded the licence details immediately Friday (which is a clean record hence i would not withhold this details deliberately) I was called back on Monday at 11.20am and i discussed the fact i will not be paying that fee as i believe that this is a huge breach of customer care and i am appalled. I wanted to help and cooperate, however that fee is un-affordable. The manager who called me also stated that my requests for licence details were mentioned via the portal emails (which simply stated your documents have been updated) and a letter sent (which a blatant lie as i did not receive a letter previous to the 8th February - and i would have no reason but to respond as i had the licence details) Finally when enquiring to your customer service team on the cost of cancelling my policy i was told it would be over £250 - despite the policy documents stating 'no more than £50 + the usage of the policy so far. I apparently clicked a box with t's&c's stating these charges, but these are not present on any documents on the portal - more misleading and further proof that the customer service part is so terrible. I have attached a screen grab of my portal - with no area showing a letter requesting licence details of the named driver, and no 'amended policy documents' as stated on my email. I am currently very upset with the way that my account has been handled, when i am an honest customer, who had all the relevant document details they needed. I would gratefully appreciate if you could remove this fee of £72.11 - as otherwise i will have no choice but to make formal complaints to trading standards, your company and publicly announce this via - Money Saving Expert, consumer help groups, trust pilot among other avenues. I trust you will be able to help me with my complaint, i appreciate your time. Best regards, Aimee