Home insurance renewal rip-off by Direct Line; if you renew your policy you must be stupid, official. Friday 3rd July, 2009.
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Last year I went through a lengthy fuss over phone and internet to get various home insurance quotes after Direct line put up my insurance by around 100%. In the end they matched the “new customer” “internet only” offer and reduced my annual fee from £1,040 down to £528.
This year they really took the piss by trying to charge me an eye-watering £1,308, amounting to a 160% increase in premium. I phoned up their “customer care” who advised me that they could only offer a maximum of 40% discount unless I got an internet quote again first, after which they might match it. I was pretty annoyed with the irritation, waste of my time and the implicit corporate policy that their customers must be incredibly stupid to just renew without shopping around.
The Direct Line internet site quoted £865 (50% less than the renewal price, though it failed to save my quote and then promptly froze up giving a message of “technical difficulties” and telling me to try again later). Not too happy at this quote, I tried googling for comparison websites and plumped for moneysupermarket.com. Within minutes the Bank of Scotland had offered to cover my property for £272 for pretty much the same cover policy. So compared to Direct Line’s renewal offer, the lovely people at Bank of Scotland just saved me £1,036!
So what on earth is going on with Direct Line Insurance? Are they so hard up that they have to suck the life blood from every customer and confuse customer loyalty with customer gullibility?
CEO of Direct Line, LISTEN TO YOUR CUSTOMERS; I would have happily renewed my policy without blinking if you have offered me last year’s price plus, say, 6%. Now you’ve taken the piss by massively overcharging me, you have driven me to use your competitor. I’m really glad I don’t have shares in your company.
Pinching pennies for Gordon Brown Wednesday 11th March, 2009.
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With the economic “downturn” we have been saving pennies with even more grasping desperation than ever. Every time we think of another way to save cash, the refrain is “Gordon would be proud”.
Recent penny pinching larks:
- Mystery shopping. I signed up with five mystery shopping organizations about six months ago and regularly check the websites to see if I can fit in a coffee or restaurant visit in the next week or two. This normally pays for my transport as well as any expenses. For example I’m getting 23 quid plus 3 for travel to checkout Pizza Express, this will pay for the two of us to eat out (may have to fork out around a fiver on top) and then as my travel card is paid for, we can go to a free museum or gallery for the afternoon.
- Selling unwanted stuff on eBay. I’ve slacked off recently and need to get back into doing this regularly. It might be peanuts (we sold a re-enforced glass, brand new but unwanted, hifi table for just £3.00 when it would be £100.00 to buy from John Lewis and a coffee table that cost £159.00 9 years ago and sold for £22.00) but at least these no longer needed possessions get out of the house and someday we hope to be able to use our dining room again!
- Selling unwanted books. Our house is a bit of a library with around ten bookcases and piles of overflowing books elsewhere. I have around 200 books listed on GreenMetropolis (they donate money to the Woodland Trust for every transaction) and list about 20 books on Amazon (the more expensive items). Occasionally I weed out books that look like they’ll never sell and give them to charity. We sell off about 1 book per week which pretty much pays for our broadband connection.
- Recycling old phones. I used an online service called fonebanker to send off an old broken K750i that had been lying around in a drawer for two years to get £8.00 back (surprisingly they sent me a cheque for £16.00, the amount for a fully working K750i when actually it was a bit dodgy; especially as I sent it without a battery as I kept it as a spare for my own K750i).
- Changing utility companies. It’s a real drag but the general rule of thumb is that for every utility, insurance or other regular service you should shop around every two years for a better deal. My most recent changes were landline telephone, I changed my Mother’s provider to Yourcalls.net from Talktalk (her landline bill for calls had got up to £30, now she’ll pay £3.90/month for all UK calls and 11p/min (6.5p evenings) for mobile calls) and I challenged Talktalk about my own bills and the monthly cost for landline + broadband has gone down from around £22+calls to £12+calls (for six months then it’ll go up to £16.99+calls, which looks like the current new subscriber offer, for another six before I can shop around again). The main change is dropping inclusive day-time calls but I already pay around £2.50/month with Skype for free UK landline calls, this effectively works like another landline including having it’s own phone number and voicemail that I can use from anywhere with internet access. Saved myself around 90 quid over the next 12 months for the sake of 18 minutes hassling Talktalk for a better deal.
- Buying reduced price food. I can’t believe how much bread has gone up in price over the last two years. I frequently grab a bag of reduced price rolls (whole wheat) when in the supermarket when they clear out their bakery and adapt my ideas for what to have for dinner based on any current special offers.
- Getting more house insulation. Okay it cost £1,200 to get the attic and ground floor insulated with fibreglass but we have felt the difference this winter. I recently found some cheap but smart looking single arm door closers on eBay, at £5 each including postage they were less than half what they would be from a shop and the surface mounted type are easy to fit. I bought these using some of my Paypal cash from earlier sales and use them to help keep down drafts travelling from one side of the house to the other from accidentally leaving doors open. It’s surprising how much warmer my study/office is when the door is consistently kept closed and cooking smells are much less likely to travel around the house.
Why isn’t Barak Obama black? Saturday 21st February, 2009.
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Over the last few months I have grown increasingly irritated by UK journalists endlessly repeating the American phraseology of “African American” when describing President Obama. The man was born in Hawaii, not Africa, this makes him Hawaiian . Obama himself said “I’ve got relatives who look like Margaret Thatcher” and comes from a rich mixed ancestry.
Their problem seems to be that they want to describe the colour of his skin and don’t want to say he is black or (even worse?) coloured as, though technically more accurate, this might cause offence and so use this inaccurate political description that in itself could cause offence by ignoring his true ancestry.
My ancestors were Dutch, Russian, German, Goan, British and Irish but I would be described as English as I was born in England, I see no reason the same logic should not be applied to describe Obama.
Radio 4 wears out the word “Absolutely” Sunday 25th January, 2009.
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Every morning my alarm clock wakes me up with Radio 4 playing the Today Programme and occasionally I get treated with hearing a politician squirm around a straightforward classic “yes or no” question.
Unfortunately I recently became over sensitized to guests responding with “absolutely”. Sometimes the guest uses the term 3 or more times in the same interview. I had the misfortune to tune in to Any Questions on Saturday and they really overuse the term on that show. Once someone uses it, it’s like a contagion as each guest can’t think of a different word to use when in positive agreement. Ruddy annoying, though not quite as bad as people starting sentences with “So, “ when starting a conversation.
Try it for yourself next time, just repeat “absolutely” out loud every time it’s used, you’ll be amazed.
Warning, Budget / Avis will steal your pennies Friday 31st October, 2008.
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After checking my credit card balance today, I realized that rather than charging me the agreed £99 for van hire last weekend, Budget had actually charged me £100. When I phoned up the guy on the end of the line said that the rate was £99.99 (I distinctly remember originally being quoted £99 over the phone) and rounding up was “what they do”. Making me feel like some moaning tight-wad, he grudgingly offered to send me the 1p by post.
I’m left feeling a little “used” by Budget Car and Van Rental by their caveat emptor approach to selling, making it the customer’s problem to double check invoices and receipts (the Budget Rent a Car brand is licensed within Europe to Zodiac Europe Ltd, a subsidiary of Avis Europe Plc, Registered in England and Wales No. 4634240).
How odd to sell your products at £99 but then go through this customer unfriendly sharp practice of adding 99p and rounding up the quote without asking the customer first. Are they really so hard up compared to the rest of us that they need to lie about their pricing this way or do they just consider it a tip?
Update (20-Nov-08): Called today for the second time about their 1p overcharge. Quoted rental agreement. He claimed that the 1p was sent to me “a week ago” but could not give a date. Offered to send out another 1p by post. I stated that I would escalate the matter if it did not turn up within a week.
I was rather unhappy with this conversation so I called customer services of the parent company, Avis, on 0870 608 6363 (I actually used the “say no to 0870″ website to find a normal number to call) they referred me to the Budget customer services number, 01344668833.
This was the right number. It turns out that my rental agreement was through a franchise rather than direct (from his tone it sounded like this is the cause of many issues) and that £19.99 had already been credited on my credit card for “service issues” on 6/11 though this may take 10 working days to come through. I was rather surprised as at no point had anyone explained to me that they were crediting anything for my dissatisfaction. He suggested that if I could not see this credited on my account by Monday I should call back. Sounds like a result, I guess someone in Budget / Avis may have realized that they might have been breaking the law by rounding up prices between an invoice and the amount actually charged on a credit card, even if it is only 1p.
Update 2 (29-Nov-08): It’s now 6 days later than the guy suggested that my account would be credited. Tediously I’ll have to phone again during the working week to find out if he was mis-reading his own log and the £19.99 refund was just a mistake.
Update 3 (1-Dec-08): After calling again I was transferred to the local office (St. Katherine’s Way) where I overheard a conversation between two colleagues in reference to my call saying that “tell him to fuck off, we don’t owe him anything”. I was unimpressed and have made a formal complaint in writing to Budget Customer Services.
Update 4 (20-Dec-08): Finally resolved in a way that proves it’s worth following through on your complaints. I received an apology from Budget and a refund of £19.99 back on my credit card. Next time I book a car I’ll be taking extra care over the paperwork, what a pity you have to double check such things.
Why do people spend so much on iPods? Monday 11th August, 2008.
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I have managed to resist the temptation to buy an iPod by looking at my mobile phone and asking “what’s the difference?”
I use a three year old Sony K750i with earphones, having recently upgraded the memory to 8GB here’s how they compare:
| Feature |
iPod Classic
|
Sony K750i
|
| Storage |
80GB, about 1,000 CDs
|
8GB, about 100 CDs
|
| Radio |
None
|
FM radio
|
| Camera |
No camera
|
2MP camera
|
| Phone |
None
|
It’s a phone!
|
| Weight |
140g
|
99g
|
| Size |
103 x 62 x 10.5 mm
|
100 x 46 x 21 mm
|
| Video |
320 x 240
|
176 x 220
|
| 2nd hand price |
£100-£130
|
£30-£50
|
As I prefer to carry one gadget and have to carry a phone, this seems a pretty
good solution on the assumption that 100 CDs worth of music is enough variety
for my regular bus and train journeys (and I never feel the need to watch video
clips on my moble). As I listen to podcasts and the odd audio book rather
than music anyway, 8GB is plenty of space. I would find the lack of a radio to
catch up with the live news rather an annoying oversight with an iPod.
Mystery shopping Saturday 26th April, 2008.
Posted by teahot in Quibble.Tags: freebie, Money Saving Expert, Mystery shopping, Retail Eyes, shopping
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This week, based on comments at moneysavingexpert.com, I signed up with a couple of “mystery shopping” agencies and had my first experience the very next day.
To earn my £5 payment I had to travel into town to a well known cafe chain, buy breakfast and a coffee (I claimed back the food, £4.75) while covertly making a note of the time, tidiness of the cafe, how the staff were dressed and how they served me. Okay, considering how long it took to set up my account, work out how to use the on-line system, read the brief, fill in the on-line questionnaire and scan in my receipt, I doubt this is minimum wage, but a fiver and free food for something you were going to do anyway isn’t too bad. Pleasingly my payments were confirmed the next day and I’m to be paid in about a week (they pay out twice a month, no minimum payment).
I’m signed up to retaileyes.co.uk and baidata.com both of whom come with reasonable reputations.
I really like the idea of getting the odd freebie and a fiver when going out into town on my regular shopping but I also found that reading the assignment brief and accurately assessing the shop’s customer service quite satisfying. Makes a nice change from only complaining when I get appallingly bad service.
NOTE: If you are thinking of trying mystery shopping, take care not to fall for an online scam. I suggest doing a bit of research first to double check they are legitimate as you will have to give them your bank details plus quite a lot of personal identity information (birth date etc.) before you can be assigned any work. It’s also unnecessary to part with any money, so don’t!
01709 763840 Wednesday 23rd April, 2008.
Posted by teahot in Quibble.Tags: autodialler, cold calling, telemarketing, tps
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I’m one of those people who is ultra careful about opting out of marketing whenever I sign-up for anything. I am also registered with the Telephone Preference Service and the Mail Preference Service. Unfortunately when your phone number gets misused it is almost impossible to find out who sold your customer data to pesky cold calling marketeers.
I was phoned today by a auto-dialler for a telemarketer and was amazed that when I tried dialling back on the caller-id (above) the number did not exist (I thought that faking the caller-id was illegal in the UK).
A little research and I found that you can use the number 01709 763849 for the same people where their voice mail will give you the option to opt out of the telemarketing calls. I also discovered the free silentguard register who also help to opt-out your number from silent calls from auto-diallers, though you have to re-register every 12 months.
It seems to be the pattern in the UK that Ofcom are toothless and absolutely useless when it comes to avoiding the abuse of customer information.
Western Union scam Monday 21st April, 2008.
Posted by teahot in Quibble.Tags: con, fraud
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An Aussie friend of ours who is planning on working in Paris recently asked if we would mind holding a deposit for a Paris apartment as the owner wanted evidence that the deposit would be “in escrow” in order to keep the apartment available. On the face of there seemed no problem and we were happy to help out.
Unfortunately I found out today that it looks as though he was ripped off. Apparently Western Union fraud is rife. By sending the con-man the WU transaction number but not our details (we were supposed to be the receiving party) this is enough for anyone to walk into a WU agent and claim the money. WU do not make it clear this can happen and you are led to believe that it is a secure transaction and they require proper ID before handing over the cash.
He’s lost around £1,000 and gone straight to the Australian police. Unfortunately the police seem a bit crap as they could not even raise a search warrant to force the company to pass over transaction details, the pathetic excuse being that Western Union keep all their data in the Philippines even though they took the money through their Australian company! I doubt that WU will pay him back the money though they were keen enough to take the transaction fees.
Here are some very similar fraud case studies:
The conclusion is easy; I’ve never used them and now I never will, WESTERN UNION IS NOT SECURE.
When did you last queue for a bus? Monday 11th February, 2008.
Posted by teahot in London, Quibble, Transport.Tags: bus, public transport, queues, Quibble, rush-hour
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The last time I queued for a bus was probably in the 1980s. Simon assures me that in Nottingham they still queue politely for the next bus, everybody filing in, claiming seats and buying tickets in order. Anachronistically, many Northerners will tip their caps and call out “Thank you, driver” when they alight!
Seemingly everyone in London has accepted that when a bus turns up during rush hour, it is time to have a Euro-style free-for-all scrum. The part that really irks is that it seems okay for people to push in front of you at the last minute when they see the bus coming down the road.
I have been assimilated, monkey-see monkey-do; head down, I shove in, particularly when there is no guarantee that there’ll be any space on the next bus. Along with most modern travellers, I wear my earphones and pass the time with Radio 4, which helps me ignore being pressed so unpleasantly into the sweating crowd. Just to prove I am still a nice guy, once in a blue moon, if I happen to have a seat and happen to look up, I’ll try giving it up to some elderly looking person or someone with a walking stick; about 50% of the time they’ll refuse it.
The bus queue has been left behind in the last century, all hail the new millennium!
