The positives with this company are, the price was surprisingly cheap at the time. I haven't had to wait long on phonecalls. Contacting via email has been prompt. Recently when having to provide validation documents, I sent the wrong dated document in regards to NCD. They instantly took it upon themselves to add an additional charge to my policy. On the same day, I rung customer service and stated that the initial amount of NCD I have put forward when purchasing the policy, was correct but I realised that the document with the NCD was incorrect. The advisor very quickly assured me that as soon as I send over the correct document for the NCD, the charges will be waived. I have also received an email with a letter attached stating that the charges have been waived and I will be refunded. To my surprise, when the payment left my account, the additional charges have been taken from my account. I emailed the company stating that this isn't correct as I have received a letter stating these charges are being waived. Yet I received a reply stating these charges are due to the change in policy. The advisor wasn't being helpful so i decided to ring the company. I explained the situation to the advisor, who stated the same thing as the previous advisor did via email. This to me is beyond confusing and ridiculous as the letter CLEARLY states i will be refunded. The individual had said they are arranging a callback from the credit department to further to discuss this. I asked if I could have a direct number as I just want to get this sorted instead of being stressed about it. The advisor was also patronising at times which was not necessary at all. The number provided was the same customer services options I previously rung. Once I spoke to the advisor, I had said their college provided this number and thought I'd be in contact with someone from the credit department. The advisor was polite and did apologise for the inconvenience. I explained my situation once again and the advisor also once again stated I have the charges due to the change in policy. I was also told that a callback was arranged to explain the charges. I reminded the advisor that there isn't anything that needs to be explained as I have a document that has been emailed to myself, that is SIGNED, making this a LEGAL document. They are completely disregarding a letter that has been sent out by their own organisation. I should have received a call back yesterday and I still haven't received one. I shouldn't have to keep explaining myself and be disregarded. If the customer service team inputted all correspondence correctly or looked into my policy correctly, surely they would see the same letter I have received. I have written a formal complaint, and intend on taking further action if they do not proceed with the refund.