Hastings Direct has responded to a recent incident where a series of contradictory emails caused confusion among its customers.
The company issued a statement to Wakefield Express confirming that a refund notification sent to some recipients was sent in error, assuring customers that no action was required on their part.
“We are aware that a number of our customers have received an email regarding a refund for their insurance policy. Unfortunately for most, this email was sent in error, and we have let them know they should ignore it, and apologised for any confusion that it may have caused,” the company.
Wakefield Express reported that the confusion began when customers and non-customers alike received an email from Hastings Direct claiming they were due a refund for overcharged car insurance premiums.
The email stated: “Since you renewed your car insurance... we’ve discovered an error. Unfortunately, you were charged a higher price than you should have been. We’re now going to make sure you’re refunded everything you’re owed.”
Some confused recipients expressed that they had no existing insurance policies with the company.
About half an hour after the first message, Hastings Direct sent a follow-up email retracting the previous notice.
This second message stated: “You may have received an email telling you that we are part refunding you for your renewal,” it said. “Unfortunately, this was sent to you by mistake – so please disregard it.”
It went on to reassure recipients that no changes had been made to their insurance policies and instructed them not to contact the company or log in to their accounts. The email concluded with an apology for the confusion.
The emails sparked a mix of reactions, including frustration and concern. Some customers feared their insurance policies had been altered without their knowledge, while others questioned whether the emails might be part of a scam.
Hastings Direct’s customer service team responded to a surge of inquiries, confirming that the emails were legitimate but mistakenly sent. The company’s website and phone lines were temporarily down as customers sought clarification.
While Hastings Direct has yet to provide details on the cause of the error, it reassured customers that no refunds would be issued and that no further action was required.
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