I signed up for a year's RAC cover for �5 instead of the usual �28 ? but never got my refund
I bought RAC breakdown cover through Quidco, an online cashback company. This offered a year's cover for �5 instead of the standard �28. I paid �28 and should have received a �23 refund from Quidco but the company told me my transaction had been declined by the RAC and it was too late to do anything. GT, Edinburgh
Reading the terms and conditions would have paid off. Had you done so you would have seen that the cashback is not available to anyone who sets up monthly payment for breakdown cover by direct debit, which is what you had done, because the policy can be cancelled after the cashback has been paid, leaving RAC with a loss. RAC wanted a one-off payment by BACS from a new customer. No alert pops up on the RAC website to warn you of this.
Until recently Quidco advised customers of a problem only by changing their account details on the website. It recently started sending emails to alert them, although due to a technical fault emails went to some customers who were not waiting for cashback. You received a confusing email but were still expecting your refund.
Quidco said retailers set a strict 45-day limit on appeals, but that is not quite correct. The RAC gives Quidco four months in which to raise queries and Quidco chooses to allow customers just 45 days to complain. It won't make an exception.
You can email Margaret Dibben at your.problems@observer.co.uk or write to Margaret Dibben, Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU. Include a phone number.
Source: http://www.guardian.co.uk/money/2011/nov/26/quidco-rac-cashback-offer-broke
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