Jurban Jungle insurance

[goldringers]

So the other year I took out insurance with Urban Jungle through a search engine then let it renew the year after because it was pennies different.

Now I don't normally keep tabs on the banking ins n outs Mrs Ringers normally does that.

So March it's due up (well thought it was) and I searches and found a similar building contents £8 a month cheaper so I thought cancel go with the new one.

I tried logging in to Urban Jungle says forgot password, rest password,no reset lands. I then tries ringing, no one answering, so with only a day to go I cancels via an email leaving all my details urban jungle account and clearly states I do not want to renew.

I then go on buys new insurance. 3 months down the line we both missed it (I know, I know) Urban Jungle had took 3 payments. We looks in direct debit section in our Halifax, no were to be seen.

And this is were the nest of rats appeared. 

So Urban Jungle isn't a direct Debit it's a subscription, wtf !!. So then looks all their emails are in my junk.

But, 

In Feb 2025 I received an email saying

We failed to take £**.** from your account ending in 7567 (for no apparent reason)

The day after ?,

Thank you we took payment from your account.

But the thing is my card ending 7567 ?,I lost that last April 2024 (the bank told me) so for the past 13-14 months I've used a new issue card ending 7444 but Urban Jungle still managed to carry on taking for 12 months on the 7567 even though I'd cancelled that card nearly a year ago.

If I lose my card and Voxi go to take a payment for my SIM only monthly and I've not updated my Voxi card details it fails, no phone.

But in the case of Urban Jungle they have an agreement with visa to update your card details with your new card details when lost.

So

1) little did I know the fucker was a monthly subscription 

2) Their terms say you can't cancel via email you must log in

3) they took 3 months and for 3 months I've been double insured.

A few years back we had similar but we were refunded simply because we failed to cancel the old policy.

But with this I've heard we won't get a refund simply because one is direct debit 1 is subscription 

I've now cancelled urban jungle but to make contact with then is a nightmare 

 

 

[Diddy]

Maybe the subscription was a DD which uses your sort code and account number which stay the same even when you change cards.

Try to find Urban jungle's customer services contact details, failing that ring as if you are buying a new policy....That generally gets you answered quickly and you might get more useful contact details when talking to them. 

Other than that im sure there is an ombudsman - but for me it would depend on the level of my loss before going that far due to my can't be arsed attitude lol

[Groundzero]

sadly I dont think you got a hope in hells chance of a refund although you could try. They will just direct you to their agreement which I assume clearly states what you were entering into and agreed to by signing up and paying even though its not what you thought it was.  They will also argue that as you didn't cancel they have continued to cover you on insurance for that period. Sadly maybe be cut your losses and lessons learned rather than spend loads of time batting against a brick wall and getting more and more frustrated going nowhere.

Edited Thursday at 14:49 by Groundzero

[goldringers]

I was thinking that I'm just glad I spotted it now. That card thing for me is wrong. Like I said,my daughter's Voxi stopped the other month. She lost her card, she ordered a new one and forgot to update her payment details but when I lost my card it simply carried over to the new card without knowing it no questions asked. 

This must have been in the micro terms

So what's the point of the 3 pin number ?.

Ok never entered into direct debit so the only details they had was my 16 digit number 

Wrong for me

Edited Thursday at 19:57 by goldringers

[chizh]

Contact Halifax and see if you can register a 'chargeback' if paid on debit card.

I'm sure they'll either refund you or tell you exactly why Urban could take money using a dead card's details...

[goldringers]

I spoke with the Halifax twice and Urban Jungle. They both said the same, they said that when I signed up their terms state.

Thing is, I thought I'd agreed to a direct debit like every insurance I've ever owned, a set period.

Halifax said

Spotify is the same, if you lose your card and you get a new card with new 16 digit it will automatically swap to the new card as Visa have an agreement with Spotify to carry the payments on.

 

I don't own Spotify so if anyone does please confirm whether this is true or not. Because,like I said if this happens with Voxi SIM only that's it your switched off 

Urban jungle carried on taking payments even though that card had been dead for ages.

Again sorry for repeating myself but, how if they don't have the new 3 digit security number and they don't have my account sort code??

Halifax said some subscriptions can do this.

I've lost the money I know that I'm just trying to suss this out for future reference and whether it's true or not.

Edited yesterday at 07:17 by goldringers

[chizh]

Quote

How do I know when my payment will be taken? (Contents Insurance Policies)

 

Fiona

• 2 months ago
•  
• Updated

Your payment is due when your policy renews, so it will always be around that date. We’ll start the process of taking the payment the day before your renewal and you can check the date of your renewal in your policy documents (which can be found through the 'My Account' section of our website). We’ll also send you a reminder email before your policy renews. 

 

Direct Debit payments can take a few days for your bank to process, so we can't guarantee a specific date that the payment will come out - it will usually be a few days after your renewal date.

Judicious use of wording IMO. Nothing there says anything other than DD.
Have to chalk this one up like you said, I suppose. But def shady way to do business. 

[Groundzero]

We all do it, we sign up for new stuff without reading the small print because we assume we know it but some of these companies have 1001 ways to seperate you from your cash so we now have to be more and more wary of what contracts and payment terms we are entering into. Many of the contracts now have automatic renewal as standard which is another one to lock you in as unless you know expiry dates on insurance and stuff by the time you realise you should of got some quotes your already renewed. The only safe way is to assume nothing and read before signing, boring and tedious but sadly thats the only way to stay safe.

[CareComputers]

You won't get a refund or a charge back because you failed to keep on top of stuff 😊

Put it down to experience and kick the dog mate.

[Morph]

Doesn't sound correct to me. The account was being paid against a card number and not DD. Therefore the insurance should of been canned when they tried to use the old card details. I thought the whole point of if your debit card is compromised and the bank issue you with a new one then all transactions against those card details are nul and void. It's then up to you to reinstate any recurring payments with the new card details. Sound bollox the bank can just pick and choose who they reinstate without the customers knowledge. If you are dealing with Halifax customer care, I would just challenge the transactions in your online Halifax app and push it further raising a customer complaint. So the Halifax have the rights to re-instate a recurring £50 transaction to the Philipines for some shit you never agreed to as your card was scammed! You get my drift..

[Morph]

You can refer to the financial ombudsman it's free and will cause the Halifax some grief. I would mention this in your complaint that you will push it further for an independent review

https://www.moneysavingexpert.com/reclaim/fight-back-fos/