Autorenewal rip-off merchants I'm currently on hold to esure by the person who said they were going to talk to accounts (25 minutes and counting - I suspect this might be a ghost) chasing a huge refund. The company took a year's worth of premiums off me through an automatic renewal, despite me being insured with another company. I cancelled my car insurance with the coop once I sold the car and then noticed what esure had done. Called esure to reclaim the money and that's when the hell started. 1. They refused to correctly tell me what documents they needed as proof. I submitted policy details, bank statements and more as proof. Went silent for 6 weeks. 2. Chasing it, the whole thing started to fall apart. Esure claimed didn't have adequate documents. Despite the policy information sent to them. Of course, they never said any of this by email, phone or anything else. So like this call, it went into the ether. I then sent them more documents and after a right disaster of a conversation, they promised a repayment of £526. "3 working days" 3. 10 days later, obviously, no refund. Called them up again. I get some rubbish about a delay because they had to run fraud checks 🙄 OK, I can see why that would be the case. "Plausible deniability and all that. "It'll be in your account by Wednesday. Cleared I Promise". B*ll*cks I thought, but I figured I could wait 3 more days on top of the 2 months. 4. Sure enough, it's now Thursday and nothing. No refund. Hence I'm now on hold. 35 minutes and counting, still. They're very definitely rip-off merchants. In cases like this, it's worth reporting to the Financial Ombudsman Service. It seems like it might be time for a Small Claims Court Case. Update: after 40 minutes of being on hold, the CC agent tells me the original person hasn't filled in the paperwork correctly and it'll be another 5 working days. Which is rubbish of course, since if it has been through the anti-fraud checks, the paperwork has to be correctly written in he first place. The manager is claiming that they can't "trace" the transaction, because their systems don't allow them to trace back from the person who initially issued the refund. Which is a failure of process on their side. That's immaterial. It's not a customer's problem if there is an internal failure of process. The company is covered by the FCA, so must leave the customer in a financial position as if this had never have happened. Nearly an hour on this call for the record. ...only to be told that one of the agents has told me porkies. Yet another failure of process. Which again, is not a customer's problem. So w enow have another excuse that it'll be another 5 working days. Which, knowing this cycle, means I'll be calling them up to ask where it is yet again. This won't stop the claim though. So it's time to start that process.