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ASK TONY: A friend booked our group vacation, but my insurer is not paying

In October 2019, the eight of us (four couples) booked a holiday home in Somerset for a short break from 24 March 2020 for £ 1,200.

One of our group booked for all of us and we each gave him our share of £ 300.

We are all retired, so due to lack of guidance about Covid, we canceled on March 22. A group of eight from different parts of the country is not a good mix for the infection.

Frozen: A reader has been left out of pocket after her insurer refused to pay out after a group vacation she and her husband had to take due to the pandemic had to be canceled

Frozen: A reader has been left out of pocket after her insurer refused to pay out after a group vacation she and her husband had to take due to the pandemic had to be canceled

As we canceled within 14 days of the date, the terms said no refund would be made. Our nominee first tried to recover the full cost from his credit card company and then from his insurance company.

His insurer would only pay his share of £ 300 minus £ 100 deductible.

Two other group members each received £ 300 from their insurers.

Our insurance was with AXA through our Lloyds Bank account. It rejected my claim and rejected my complaint. It states that the money is recoverable from the holiday company according to a statement from the Competition and Markets Authority (CMA) on refunds.

I approached the vacation company three times to quote this advice and my friend also sent his support.

It once responded by saying it had no contract with me and therefore would not enter into any correspondence.

MH, Devon.

Tony Hazell replies: Book your vacation now, calls the travel industry. You will not have any problems. Still, people like you are still trying to get money back from last year.

Technically, the vacation company is right. You don’t have a contract with it. But in your shoes I wouldn’t use the company anymore.

But what about your insurance? The CMA guidelines cover cancellations caused by government blockages and restrictions. You canceled the day before the lockdown was announced in Spring 2020, so I don’t understand why AXA keeps pulling back to it.

I took your case to Lloyds, who went to AXA. It said its policy applies to unused housing costs that are “ uncollectible ” and referenced the CMA guideline again. Yawn!

The good news is that in recognition of your status as a long-standing loyal customer and a gesture of goodwill, Lloyds Bank has decided to cover the £ 300 you have out of pocket, although it agrees with AXA’s interpretation of the guidelines. Yawn again!

A Lloyds Bank spokesperson said, “We appreciate that [the insurance decision] is a disappointing outcome for Ms. MH, so she will pay for this leg of her canceled trip. ‘

You have YOUR say

Money Mail receives hundreds of your letters and emails about our stories every week. Here are some reasons why many of us work longer hours.

Both my parents died when I was 55. I retired when I was 61 after my husband recovered from cancer and we reassessed our priorities.

I will not receive an AOW for another four years, but working part-time was not an option.

SY, Newcastle.

My wife and I have had good government jobs for over 30 years. Our pensions are good, so we’re lucky.

However, we have also always had good foresight and planned to retire. God help the youth of today.

EH, Nottingham.

I’ll be 58 next year and as soon as I can afford to quit the 6:30 am to 5:30 pm workday I’ll be packing it.

Unfortunately, the pandemic has hit my private pension fund hard. I hope it bounces back in the years to come.

BF, Huddersfield.

I retired when I was 65 after putting some money aside over the years. My job had changed so much and it was no longer the role I loved before. It was definitely the right time to get out, I am very happy now.

AV, Milton Keynes.

Instead of raising the retirement age, they should lower it and free up jobs for the unemployed.

It won’t be long before he turns 70 and no one will be fit or healthy enough to enjoy retirement.

NM, by email.

My company is outsourcing my department, so I voluntarily resign with six months’ salary. I will be 55 by then and although I will look for another job, I don’t want to work more than three days a week.

PP, Hampshire.

Fight against fraud with Barclaycard

I contacted Barclaycard on October 20 about fraudulent payments. My November 10 statement showed disputed transactions of £ 3,064.95, but there was a note stating that no interest would be charged.

I got a refund of £ 2,015.31 but then another disputed transaction of £ 37.57 appeared and interest was charged.

I feel like I’m being put off.

GD, Coventry.

Tony Hazell replies: Barclaycard got off to a good start in handling your complaint, but then got rather lost.

A letter dated 21 November stated that you had received £ 3,064.95, but this was not reflected in your statements.

You wrote on January 11, but had not received a reply on January 26. When I insisted, Barclaycard agreed it still owed you £ 1,049.64 plus an interest charge. The other £ 37.57 has been removed.

Barclaycard has added £ 150 in compensation.

However, when you checked the final calculations you were still £ 6.25 short, so Barclaycard added another £ 10 to make sure everything was correct.

A spokesperson said: “Although Mr. D has alerted us to the fraud as soon as possible, if a payment has already been approved, we cannot always prevent the money from leaving the account.

In this case, we would try to refund the fraudulent transactions. We appreciate that although the initial £ 2,015.31 was promptly refunded, due to human error the remaining amount was initially not refunded and we apologize for the delay with this. ‘

Your letter reminds us of the importance of regularly checking credit card transactions, preferably online or through a phone app – and certainly on a monthly statement.

Straight to the point

My daughter ordered a cell phone from Argos last year for £ 419 plus £ 3.50 delivery.

She has learning difficulties and unfortunately gave the wrong address. Argos promised to send a new phone, but it did not arrive.

CM, via email.

Argos says the records show that the replacement phone was sent to your daughter’s address.

However, as it was a contactless delivery, it does not have the usual proof of delivery, such as a signature. It has now apologized for the delay and provided a new replacement.

In October, I bought a Samsung TV from Currys PC World’s eBay page for £ 2,100, after seeing it had a five-year warranty on it.

However, when I checked this with Samsung, it said this was wrong.

YES, Kent.

Samsung may offer a different warranty as a manufacturer, but Currys has confirmed that you are entitled to the five years.

It has sent you the correct documents as well as a £ 30 voucher as goodwill.

I ordered a cast iron fire pit from Amazon, but when it arrived I saw it was of poor quality and not as described.

The seller tells me to return it at my own expense, without acknowledging the misrepresentation, and Amazon is not helping.

RP, via email.

The seller has wrongly advised you about this. Amazon has now reported it to the appropriate department and has offered to complete the return request for you. It also sent you a basket of goodwill.

My 96-year-old father brought two £ 25 Premium Bond checks to his local bank but was turned down as apparently ‘expired’. How is this fair?

KP, Lincoln.

Your dad’s prizes were won in the September and October draws last year, which means they passed the three-month expiration date.

After I contacted NS&I, he sent your dad two new checks.

Where is my missing RBS dividend?

I closed my Interactive Investor account in April 2019.

I assumed the dividend on my RBS shares, worth £ 243.23, would follow later. It never happened. I am 83 years old and do not use computers.

I was told the payment was in my bank account, but it is not.

LW, Newark.

Tony Hazell replies: Interactive Investor (II) tells me this has been a lengthy process.

You sold your stake in April 2019 for £ 5,287 and withdraw the money later that month.

You sold after the dividend was announced, so you had to pay £ 243.23 when it was paid.

It contacted you to say the money was waiting to be withdrawn on May 1, 2019, but you did not ask for the money to be withdrawn – possibly because you are not using computers.

So basically you waited for it to send the money and it waited for you to take it. In the meantime, 18 months passed.

In December 2020, your son-in-law contacted the question of how to withdraw the money. This has now been done.

II says it could have done more to help you with your 2019 admission and should have been followed up while the money was still there.

It has decided to refund a £ 15 fee it requested for a faster transaction when the withdrawal was made and added £ 100 in compensation.

Gary Shaw, Operations Director, says, “I want to apologize for any suffering that may have been caused.”

  • We love hearing from our loyal readers, so ask that you write to us by email whenever possible during these challenging times as we will not be collecting letters sent to our mailing address as regularly as usual. You can write to: asktony @ dailymail.co.uk or if you prefer, Ask Tony, Money Mail, Northcliffe House, 2 D erry Street, London W8 5TT – please include your daytime telephone number, mailing address and a separate address on the offending organization that gave them permission to talk to Tony Hazell. We regret that we cannot reply to individual letters. Please do not send original documents as we cannot take responsibility for them. The Daily Mail accepts no legal liability for answers given.

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