Posted on 27th March 2023 Do not use
We changed to this company last year after many years with another. When we got the renewal notice for this year it was not to lour liking and we went back to our previous insurer. We paid Animal Friends on our credit card and chose not to auto renew. When the renewal came it said in bold type that the policy would not auto renew and if we wanted to renew we needed to contact them so all seemed fine.
On the day the policy expired Animal Friends took the renewal from my husband's credit card.
He called and the advisor clearly couldn't be bothered and said that they must have had authorization for auto renewal and said she couldn't view the renewal notice but as it was within the 14 day cancellation period she would authorize a full refund and send e mail confirmation. Point totally missed.
We received no such e mail so my husband called again the next day and the person he spoke to was more helpful and raised a compliant and confirmed that a refund would be with us within 3-5 working days. That time has now passed and we have had no refund.
Although my husband has given them authorization to discuss this with me they won't talk to me and they are open 9-5 so he will have to take more time off work to call them today.
Animal Friends have taken money that they had no right to take, that money is now accruing credit card interest and we seem to have nowhere to go with them so we are going to have to contact our credit card company to see if they can help.
Animal Friends have effectively stolen almost £400 from us.
Please do not use them.
On the day the policy expired Animal Friends took the renewal from my husband's credit card.
He called and the advisor clearly couldn't be bothered and said that they must have had authorization for auto renewal and said she couldn't view the renewal notice but as it was within the 14 day cancellation period she would authorize a full refund and send e mail confirmation. Point totally missed.
We received no such e mail so my husband called again the next day and the person he spoke to was more helpful and raised a compliant and confirmed that a refund would be with us within 3-5 working days. That time has now passed and we have had no refund.
Although my husband has given them authorization to discuss this with me they won't talk to me and they are open 9-5 so he will have to take more time off work to call them today.
Animal Friends have taken money that they had no right to take, that money is now accruing credit card interest and we seem to have nowhere to go with them so we are going to have to contact our credit card company to see if they can help.
Animal Friends have effectively stolen almost £400 from us.
Please do not use them.
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