22 hours Ago By [email protected] (Samantha Leathers)
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More info × Group 28 Thank you for subscribing! We have more newsletters Show Me No thanks, close See our Privacy Notice Hastings Direct issued an email to some customers claiming they had been “overcharged” on their latest car insurance deal. However, the email went on to assure recipients that they would be refunded “everything” they were owed and would be “paying the amount you should have done originally”. The email, as seen by the Mirror , continued: “As you paid a higher price when you renewed your policy, it is being refunded to you.
We’re really sorry for any inconvenience and here’s what we’re doing to put things right as quickly as possible." One big problem though is many recipients had never taken out insurance with the firm or had already cancelled their policies, leading them to thinking it may have been a very well-made scam email while some actual customers were left confused. Trying to get to the bottom of the situation, many people turned to the company’s online portals for help only to find that their website, phoneline and app were all down.
Taking to social media instead, some users posted on X tagging the official page in hopes of getting a response as they pleaded “what’s going on?” and shared some short-lived joy that “it’s not just me”. Soon the firm replied to set the record straight, assuring that no one would be getting refunds. The firm apologised on X, replying to confused customers: “Thanks for contacting us about this email.
We are aware that a number of our customers have received an email regarding a refund for their insurance policy. Unfortunately this email was sent in error and we have let them know they should ignore it. “We can also confirm this incident is not a data breach or leak.
Just so you know, if you’re currently insured with us then nothing has changed with your policy. We apologise for any confusion that the email may have caused.” A follow-up email has also reportedly been sent out to all customers who received the first false communication stating that it had been sent out in “error” and urging them to “disregard it”.
While the situation has been solved, not everyone was happy about it as one customer shared in the growing X thread: “Don't play with my emotions like that. Felt like I had won the lottery for an hour and seventeen minutes.” Story Saved You can find this story in My Bookmarks.
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