Lorraine is retired. She has insurance against breakdown on her fridge and freezer and other items as it gives peace of mind. This is paid monthly by direct debit to Domestic General. Ltd

Then she received a call from the company about her insurance saying the company had changed ownership but they could start a new insurance policy to cover her fridge etc. and the best deal was to take 3 year cover.

Lorraine is a canny person and questioned to herself whether this was true, but the company knew about her fridge, the direct debit and that she had taken out the cover in 2003. So it all appeared correct and she agreed and paid in advance for the new 3 year deal (at the significant cost of £150).

She told her daughter Fiona about this sometime later and Fiona was suspicious when she found out the original direct debit was still in operation. She checked the documentation and found that the new cover was with Domestic Appliances.

She called them and realised it is a separate company nothing to do with Domestic General Ltd. Fiona tried to get the money back but Domestic Appliances refused to acknowledge the deceitful approach by their caller and refused a refund. They also denied having a recording of the telephone conversation and claimed their staff were well trained and would not engage in such subterfuge.

What to do?

Fiona cancelled the direct debit with the original company Domestic General Ltd. and explained to them what had happened. They couldn’t help but did say that this problem had happened before with Domestic Appliances.

The reputable company Domestic General Ltd offered monthly payment and a contract that could be cancelled whereas Domestic Appliances insisted on payment up front for a 3 year deal and no cancellation.

Unfortunately there seems to be no redress in this situation – no way to get the money back from Domestic Appliances.

Will they provide a good service if Lorraine has problems with her kitchen fridge?

We don’t know.

If you have any experiences with scammers, spammers or time-waster do let me know, by email.