Customer Review Comments:
Petpals - Furness House in Surrey.
I cancelled my policy in September 2010 as my poor old dog was on her last legs and I knew the policy was no longer needed. I recieved a letter of confirmation of the cancellation.
I had to have my old girl euthanised on 7/10/10. I then received a "renewal" letter with my new monthly premiums as £69.44p. I then called, waited in the queue for 17 minutes before I was able to explain that I had already cancelled. I was offered apologies and assured that the premiums would not be taken from my account.
On 18/10/10 Petpals took £69.44p from my account. I called PETPALS and waited in the queue for 11 minutes before I was able to explain my problem. I was told the money would be transfered back into my account. I waited until the Friday (4 days) and nothing had been put into my account. I called and waited 16 minutes in the queue and was told that it would be dealt with right away. I waited untill the next Weds, (5 days later) still nothing so I called again, waited another 17 minutes plus before someone told me they would look into and call back. No one called back so I called again and waited 16+ minutes in the queue and was told it would be dealt with straight away and I would recieve a call the next day (today) to be given an update. No one has called me.
I called an hour ago and waited in the queue for almost 20 minutes before I gave up. I am totally disgusted with the treatment I have reiceved. As well as having to have my old friend euthanised I am now overdrawn at my bank because PETPALS took money from my account that they had no right to take and have done zero so far to put things right. I hope they get everything they deserve.