Questions of Cash: Bupa costs bore no relation to what I'd been quoted
Friday 25 July 2014
Q. I decided to cancel my health-insurance policy with Bupa, which was costing me nearly £90 a month. However, when I contacted Bupa I was persuaded not to cancel and instead reduce cover at a monthly cost of £28.59, with an increased excess of £2,000. It was agreed that the new arrangements would take effect from May, when my next payment was due.
But when the new payment schedule came through, this listed my monthly payments as £58.96 from May to August. I phoned Bupa and was assured the May payment would be for the £28.59, not £58.96. In fact, £50.46 was taken from my account by Bupa. I phoned Bupa and was promised a refund of £21. A new payment schedule arrived a few days later, which stated I would pay £6.72 on 10 June and £28.59 on both 10 July and 10 August.
Then I received a membership certificate dated 17 May, stating that my annual subscription would be £820.12 – this figure bore no relation to any others I had been quoted, nor to my original subscription. Soon after I received another membership certificate, quoting this time an annual premium of £731.90, which again bore no relation to any other figures I had been given. Since then, all I have received are "holding" letters from Bupa. I've still not had the promised refund and have had to cancel my direct debit to Bupa as the premiums are higher than I budgeted for. HP, by email.
A. Bupa agreed a reduced subscription for the rest of your contract. Its spokeswoman said: "We would like to apologise as the level of customer service [the reader] has received does not reflect our usual standards. In recognition of the errors made, we have arranged for a refund of £21.87 to be made for May's payment. In addition, we have waived the payments for June, July and August."
In its letter to you, Bupa says the membership certificates showed the correct subscription costs for the period September 2013 to September 2014, with the second showing lower premiums in line with the agreed revised payment terms. You tell us you remain unhappy, challenge parts of the explanation provided by Bupa and are unlikely to renew the contract on expiry.
Q. Two sets of return flight tickets between London City airport and Paris Orly were booked by mistake. One set was booked with Air France and the other through online travel agency fly.co.uk. When I contacted Air France, I was told it was unable to cancel the tickets or process the refund and that the request must come through fly.co.uk. When I spoke to fly.co.uk it told me it was unable to get through to Air France to make the cancellation or request a refund. I realise I will not get a full refund, but I would like a partial refund on one set of tickets. AF, by email.
A. We expected this would be a simple matter to resolve – instead it took two months. You have now received a refund of £145.62, with which you are satisfied – even though it is less than the full amount you paid. It is only because Air France has been very helpful that any refund was obtained. The first complication (which you failed to mention to us in your email) was that while one person was named on both sets of the tickets, the second person had the same surname on both sets of tickets, but a different first name.
The second complication was that fly.co.uk failed to respond to any of our repeated enquiries. Fly.co.uk did not, in fact, purchase the tickets from Air France, but instead did so via another travel agency, STA Travel. We then contacted STA which told us: "STA Travel issue the tickets on behalf of fly, but we are not able to process refunds on their behalf."
Eventually, Air France received a request from fly.co.uk, unlocking your refund. Unfortunately, that was still not the end of the story. During the time it took to make progress, the credit card you used for the purchase expired. After you notified fly.co.uk of the details of a new credit card, the refund was processed and received by you.
Questions of Cash cannot give individual advice. But we'll do our best to help if you have a financial dilemma. Email us at: email@example.com
- 1 Saudi preacher who 'raped and tortured' his five -year-old daughter to death is released after paying 'blood money'
- 2 Mystery man who gave mum heart-warming note on train 'wanted to put a smile on her face'
- 3 Michelle Obama highlights harsh restrictions faced by Saudi women after meeting King Salman without wearing a headscarf
- 4 Mafia's wall of silence broken: Victim of Cosa Nostra's extortion rackets in its Corleone heartland co-operates with authorities for the first time ever
- 5 Amal Clooney gives excellent answer to fashion question at European Court of Human Rights
'We would evict Queen from Buckingham Palace and allocate her council house,' say Greens
Greece elections: Syriza and EU on collision course after election win for left-wing party
British Muslim school children suffering a backlash of abuse following Paris attacks
British grandmother Lindsay Sandiford faces execution by firing squad in Indonesia
Liberal Democrat minister defends comments suggesting immigration causes pub closures
Louise Mensch says 'F**K YOU' in explosive tweets about David Cameron, Saudi Embassy and the Queen over King Abdullah tributes
iJobs Money & Business
£23000 - £26000 per annum + Benefits: Ashdown Group: Market Research Executive...
£25000 - £35000 per annum: Recruitment Genius: A Technical Report Writer is re...
Competitive salary & benefits!: MBDA UK Ltd: MBDA UK LTD Indirect Procurement...
£16500 - £16640 per annum: Recruitment Genius: This fast growing Finance compa...
Day In a Page
Hibernate during winter and make your living during the summer at this busy guesthouse with panoramic sea views, in the village of Lynton
A four-bedroom penthouse next to the Tate with direct views of St Paul's from two floors of luxurious living space
A four-bedroom detached home surrounded by spacious gardens and woodland, close to New Pudsey
An 18th-century, three-bedroom home near Langstone Harbour built from ships beams with vaulted ceilings and wood burning stoves
A five-bedroom semi-detached home with a mix of period and modern features in a popular and convenient location
This five-bedroom red-brick beauty overlooks the village green and sits in just under two acres of land
A three-bedroom villa with self-contained flat, minutes from Lake Windermere
A deceptively spacious, beautifully presented Georgian home with 3000sq ft of living space and five reception rooms
A five-bedroom Victorian home with four receptions, superb gardens and paddock in Pembury
An eight-bedroom house on the south side of the The Green with cinema, wine cellars and summer house
This 17th century beauty is full of rustic cosiness, while the detached home office means you can also run a business
Four exclusive apartments in a Grade II-listed former medical school with 2,275 sq ft of living space and 18ft ceilings
A five-bedroom terraced house on the popular Peterborough Estate, ideally located for both Eel Brook Common and South Park
A state-of-the-art farm-building conversion on the former Cliveden Estate, with 11,420sq ft of internal space, cinema and wine cellar
A three-bedroom, 15th-century cottage with original features in the picturesque village of Sissinghurst
A six-bedroom terraced house with large south-facing roof terrace, cinema room and wine cellar
A new seven-bedroom home built in Queen Anne-style with swimming pool and parkland views in Mortimer
A listed, four-bedroom farmhouse in the rural hamlet of Rushall with detached barn, four acres of gardens and paddocks
A first-floor flat with two bedrooms, a spacious reception room and communal grounds in a leafy part of London
A three-bedroom flat with a spacious rootop terrace and balcony, accessed from a private gated courtyard
A Grade II-listed pile with six bedrooms, stables and 39 acres of grounds in Standlake
A two-bedroom flat with boutique hotel-style interiors, close to the foodie haunt of West End Lane
A two-bedroom flat in a beautiful old vicarage, with many original features, close to the city centre
A three-bedroom 16th-century home with an aga kitchen, private gardens and heated outdoor pool, in Hadleigh
A three-bedrom home in sought-after Queen's Gate Mews, with Italian marble-finished bathrooms
Surrounded by glorious countryside in the village of Udimore, sits this impressive four-kiln oast and barn conversion
A five-bedroom house in the picturesque village of Kettlewell, north Yorkshire
An 18th-century former coaching inn with original staircase, open fireplaces and beams throughout
A Grade II-listed Georgian town house with three bedrooms and a south-facing courtyard, near Arundel Castle
Feel on top of the world at this über chic penthouse on the 37th floor of one of Europe’s tallest blocks.
A Grade II-listed Victorian villa with six bedrooms and two further cottages, all with spectacular sea views
A grade II-listed, Georgian cottage with mature 50ft garden, perfect for summer entertaining
A magnificent Georgian pile with turrets, seven bedrooms, a heated pool and four acres of gardens
Fairoak Farm has five bedroom suites, gym, outdoor swimming pool and golf course
Chic two-bedroom river-fronted flat with a private lift that delivers you directly to your home
A spectacular seven-bedroom Tudor pile, once owned by Henry VIII, with 18 acres of land
A seven-bedroom Georgian property previously used as a picturesque wedding venue
A split-level flat in a church conversion with two en suite bedrooms and 1,200sq ft of living space
A three-bedroom bungalow situated behind an impressive stone wall, £645,000
Windsor Castle overlooks this three-bedroom Victorian cottage located on one of Windsor's smartest roads
Chapel House is a former vicarage with nine bedrooms in the beautiful Upper Wye Valley
A five-bedroom B&B and separate owner's accomodation with potential for conversion
Enjoy summer by the Thames in this two double-bedroom converted warehouse in Rotherhithe village