Currys PC World

4.00 stars

2645 Reviews

GBP silhouette

SAVE ON YOUR INSURANCE

Adrian's complaint against Currys PC World

Adrian Gardener

22/02/2017

[RESPONDED] Direct Debit payments not been taken- policy now cancelled

Complaint against Currys PC World

I called up to find out about claiming on my KnowHow policy. In the first phone call, I was told that a payment had been declined by the bank due to lack of funds, and the policy had been cancelled. I called the bank as there have always been sufficient funds in the account. The bank said that the payment had not been declined and that the direct debit was still active. They explained that Currys could collect the payment but had not done so. I called KnowHow back to explain this and I was told that I would still be covered and this ' was just a glitch on their part'. However, I could not proceed with them as the account was not in my name. I was advised that the account holder should email in and request authoristion for me to speak to KnowHow. This was done, but when I called in today there is no record of the previous phone calls or their content. I was also told the policy had been cancelled and I should just pay for the repairs myself. The person I spoke to was very rude and dismissive and told me that KnowHow was in now way responsible for not collecting the direct debits. The direct debit is still active with my bank! I asked for evidence that I had requested for the payments to stop or that KnowHow had informed be that the policy was cancelled, but they refused to speak with me any further as I don't have authority on the account, despite this being requested.

  • supporters 0

Currys PC World has responded

  • Comments (34)

TEAM KNOWHOW | | VERIFIED

Hi Adrian, I'm really sorry to hear this. In order for me to investigate this matter further, could you please confirm that make/model on the Care Plan and the full name, address and postcode the Care Plan is now registered in. Thanks. AK

Adrian Gardener | | VERIFIED

It is for a MacBook Air. The details are: Adrian Gardener, GNR Flooring, 145-157 St John St, EC1V 4PW. The direct debit ref is 3271197437. Last payment was taken in June 2016 but direct debit is still active.

TEAM KNOWHOW | | VERIFIED

Hi Adrian, Thanks for getting back to me. As the policy has been cancelled in June 2016 and it was cancelled directly by your bank. We are unable to reinstate this policy at this stage. Please do accept my apologies for the disappointment caused. Thanks. AK

Adrian Gardener | | VERIFIED

My bank has said that they did not cancel the direct debit and that it is still active. They have said that the payments have not been requested. Please could you provide evidence that the bank cancelled the direct debit. When I spoke with someone from KnowHow, they said my policy would not be cancelled as it was (I quote) "a glitch on their system". Now I am being tols something different.

TEAM KNOWHOW | | VERIFIED

REF: BGQTNK4G Hi Adrian, The direct debit was rejected by your bank to us on the 15th July 2016. Your policy is not active, as the care plan was then fully cancelled automatically on the 16th July 2017. Thanks. AK

Adrian Gardener | | VERIFIED

Can you please provide evidence of this so I can show the bank. The bank have said they did not reject any direct debits

TEAM KNOWHOW | | VERIFIED

Hi Adrian, We would not give evidence of this. You would need to contact your bank direct to resolve this matter. They will be able to see that no payments have been made since July 2016 and since then your Care Plan has been cancelled. Thanks. AK

Adrian Gardener | | VERIFIED

I have called the bank again and they are saying the account is open and active. There has been nothing stopping Currys from taking the money each month, so the fault is on the side of Currys. Since you have no evidence to the contrary please could you reinstate the insurance as you have cancelled it without my request.

TEAM KNOWHOW | | VERIFIED

Hi Adrian, Due to the policy being cancelled since July 2016. I am afraid that we can no longer reinstate your Care Plan. It would be a chargeable repair. Thanks. AK

Adrian Gardener | | VERIFIED

I have contacted the bank and they have confirmed that the direct debit is active and that Currys has access to the required funds, so there is no reason that payments should not be going through other than an error on the side of Currys. Please could you reinstate the policy as the cancellation has not been requested by myself or my bank.

Adrian Gardener | | VERIFIED

My messages keep being seleted once I post them. Is there a reason for this? I will be taking screen shots of this conversation as proof that messages have been sent.

TEAM KNOWHOW | | VERIFIED

Hi, We can see all the correspondence so nothing has been deleted. We do have a note on our records that the mandate was rejected. This was either done via the bank or by yourself by accessing your accounts and cancelling the direct debit. I am afraid that we simply cannot reinstate the agreement Adrian. My apologies, Ollie

Adrian Gardener | | VERIFIED

Please could you send evidence of this. When I go onto my online banking, the direct debit is clearly active. Either yourselves or my bank will have to take responsibility for this. At the moment, the evidence is that the direct debit is in place and active but I have no evidence from Currys to support cancellation either from myself or my bank.

TEAM KNOWHOW | | VERIFIED

Sorry Adrian, We would be unable to assist any further help. The onus of responsibility would lie with yourself to ensure that payments are made on the due date. Apologies once more for any disappointment. Richard

Adrian Gardener | | VERIFIED

From my end it appears that Currys has stopped taking payments for whatever reason. None of my conversations with Currys have been noted and the records of me calling in do not exist. So it seems you can stop taking payments when you longer want the policy to be in place and make all records of phone calls disappear. The direct debit is clearly in place. The onus is on Currys

TEAM KNOWHOW | | VERIFIED

I am sorry Adrian, we received notification that the direct debit was cancelled, therefore we could not take payment in July 2016, the direct debit reference was :3271197437. Due to this we are not able to reinstate your agreement. My apologies we are unable to assist you further on the matter - Thanks Georgia

Adrian Gardener | | VERIFIED

Please send evidence of this. The direct debit is still active and my bank has confirmed this, so what you are saying is incorrect. I will have no choice but to report this to the relevant watchdog as you clearly have the incorrect information on your system and you are unwilling to take responsibility for the situation. I was clearly told in a phone call that it was a glitch on your system.

TEAM KNOWHOW | | VERIFIED

I apologise Adrain, however, we are not able to reinstate your agreement. This is due to the direct debit cancellation and no payment taken for the month my colleague has mentioned. Should you wish to speak with the product Support team? please call 0344 561 4000. Thanks - Nino

Adrian Gardener | | VERIFIED

The direct debit has NOT BEEN CANCELLED!!!!! It is still active which suggest a problem from your side. Telling me again and again that the direct debit has been cancelled is no going to change this. I have already spoken with the product support team. You can't just tell a customer that the DD is cancelled so that you don't have to fullfill your side of the contract.

TEAM KNOWHOW | | VERIFIED

Apologies Adrian. As detailed by my colleagues our information advises that the instruction for the Direct Debit was rejected. I am unsure if you have changed accounts/banks around the time. However as detailed the onus to ensure payments are being made falls under the customer's responsibility. Due to the amount of time that has elapsed, we are unable to reinstate the agreement - Shaun

Adrian Gardener | | VERIFIED

Once again, I have to ask you for evidence of this such as the date it was rejected and the reason it was rejected so that I can take this evidence to my bank. I cannot make a complaint against my bank unless I have evidence from Curry's. As far as my bank is concerned, the direct debit is active. The onus is on Currys to proved evidence to the contrary.

TEAM KNOWHOW | | VERIFIED

Hi Adrian. The bank advised us that the instruction was cancelled on 15th July 2016. No payment has been received for this agreement since June 2016 and we have received no previous contact from you to query this. As such, the agreement is canceled and cannot be reinstated. Thanks. Carrie.

Adrian Gardener | | VERIFIED

Once again, please provide me with evidence of this so that I can present it to the bank. It has not been cancelled my me so the least you could do is provide me with evidence to support what you are saying. This is a very simple request so I don't understand the difficulty you have in assisting with this matter. Please at lease explain.

TEAM KNOWHOW | | VERIFIED

Hi Adrian. To request this, you would need to write to the Data Protection Officer at Dixons Carphone, PO Box 375, Southampton, SO30 2PU with proof of ID which includes your address (eg, a copy of a driving licence, passport or recent utility bill) and a cheque or postal order for £10 payable to DSG Retail to cover administration costs. Thanks. Carrie.

Adrian Gardener | | VERIFIED

That translates as 'We have no evidence'. I will ensure that your corrupt activities are well publicised.

TEAM KNOWHOW | | VERIFIED

Hi Adrian. It will also be detailed on your bank statements that no payment has been received since June 2016. Thanks. Carrie.

Adrian Gardener | | VERIFIED

The direct debit is active. You have said it has beeen cancelled. This is not true. The bank has said that Currys has had access to the funds but have just not taken them. There is a 'glitch' on your system according to one of your advisors. Listen to the recordings of the phone calls. The direct debit is set up, there have been funds available, Currys stopped taking funds. Why?

TEAM KNOWHOW | | VERIFIED

Hi Adrian, is there a number that I can contact you on please. I feel that we need to discuss this matter further - Shaun

Adrian Gardener | | VERIFIED

I am currently in away, but you can talk to my sister, Kate Chadwick, who has authorisation to speak to you regarding my account. Her number is 01600711959

TEAM KNOWHOW | | VERIFIED

Hi Adrian, just to let you know I have spoken to Kate. I believe we have put a resolution in place to resolve the matter to her satisfaction - Shaun

Pris B | | VERIFIED

Hi adrian, Can you let me know what was the resolution in your case please. I know it’s been a while but I’m having the same situation with them and it seems that every time I speak to someone, there’s either no record of previous correspondance or à manger tells me it is “my responsibility to ensure payment are made every months” it has only been 2 months since my cover plan was cancelled.

TEAM KNOWHOW | | VERIFIED

Hi Pris, very sorry to learn you are having issues with your plan. Please can you email your full name, address including postcode, any reference you may have to [email protected], so we can look in to this further for you. Please include your reference SPK180861 along with a copy of your post. - Gemma

Karen T | | VERIFIED

This has happened to us today. Our tv has stopped working. We rang to make a claim but was advised our dd was cancelled and we were not covered. Hubby spoke with the bank, dd is still active and no monies had been rejected! He was advised that this is a bank problem not currys. We now have a tv which we are still paining for that is broken. A dd that is live and currys telling me it’s not active!!

TEAM KNOWHOW | | VERIFIED

Hi Karen, really sorry to learn what has happened. Please can you email your full name, address including postcode, agreement reference and the last date the payment was taken from your account to [email protected] Please include a copy of your post in the body of your email and reference SPK180862 in the subject bar. - Gemma
400 characters

2,644 other reviews of Currys PC World


loader