/ Money

Have you been cold called about ‘home appliance insurance’?

Ever received unexpected calls telling you that cover for your washing machine, oven, dishwasher or other home appliance cover is due for renewal?

Update 26/04/2021

Which? News: Combating the ‘appliance cover’ con

Home appliance insurance call warning

We’re looking to hear from anyone who’s been cold called and offered ‘home appliance insurance’.

Maybe you’ve given away your payment details over the phone, thinking the caller was from your existing insurance company, but later found out it was someone else?

Unfortunately this is a scam that seems to be plaguing lots of you at the moment, and is particularly targeting the elderly.

While there are legitimate insurers who will cover your household appliances if they breakdown, we’ve been investigating reports that some are fraudulently taking people’s money.

Our Scam Watch reporter Faye Lipson also looked into these calls a couple of years ago, but our inbox has recently received a huge surge in reports.

Misleading and aggressive sales tactics

We’ve been told about various ways these companies are pressuring and misleading people into handing over their bank details.

Most commonly, they’ll pretend you already have a policy with them and offer to renew it for a cheaper price. Some people who do have appliance warranties are often caught out by this.

They’ll then sign you up for pricey monthly direct debits for services that probably don’t even exist.

Others just go straight in for the hard sell, often calling dozens of times a day, offering increasingly ‘better’ deals.

Most people probably don’t even need appliance breakdown cover, as many common appliance issues are covered by home contents insurance.

Shockingly, some callers even claim you owe hundreds of pounds for a policy you apparently signed up for years ago, but never paid for.

And they’ve been known to call back several times a day, threatening legal action and visits from debt collectors if you refuse to pay up.

But the threats are hollow. These companies have absolutely no right to take money from you. The calls are best ignored and reported.

Tell us your story

We want more to be done to stop these scammers being able to freely contact vulnerable people.

What to do if you’re worried you’ve given your bank details to a scammer

We’re looking to gather as many stories together as possible from people who’ve been affected to support this.

Are you regularly pestered by cold callers from these companies? Have you been persuaded to hand over your payment details? Did you get your money back?

It would be really useful to hear about your experiences for our research – just tell us what happened to you in the comments section below.

If you’d rather contact us anonymously, you can can also get in touch at conversation.comments@which.co.uk.

Comments
Jo Beckett says:
21 March 2022

I had a call today from the number 01183389920. The caller said he was from AST outbound call centre: my washing machine insurance expired today and I needed to give my details over the phone to renew. He knew my name, but when I asked what method of payment I had used previously they told me it was a card number beginning with 4. That’s quite a lot of cards, right? He offered to “patch me through” to his supervisor. For quite a while I was thinking it could even be true, but I didn’t give any payment details and eventually he hung up. Google tells me this number is commonly a source of spam and nonsense. I suppose you don’t have to make too many calls to find someone with a washing machine and a credit card… How do I report this? I’m already registered on TPS but I get the calls anyway…

Hi Jo, thanks for sharing your experience. I am pleased you realised it was a scam and refused to provide your Bank details.

The most effective way to stop calls of this nature is to report the calling number to the ICO (Information Commissioners Office). The ICO will investigate and take action against these rogue callers. You should also report the call to the TPS. Reports can be made online and it’s relatively quick to do so.

Several of these rogue companies have suffered enforcement action by the ICO, receiving significant fines for their conduct. The ICO’s work to tackle these companies was as a result of consumers reporting the calling number and it remains essential that calls of this nature are reported.

Search for the ‘ICO’ online and on their website select ‘Make a Complaint’ from the navigation bar along the top of the page. Select spam texts and nuisance calls. Be sure to select ‘Sales call from a real person (live call)’ and then complete the report entering the calling number and other information as required.

Ronr says:
11 April 2022

Just had a call from them usual rubbish i asked him where he was calling from,he said Brighton,i then asked him the name of the main street in Brighton didnt know.
I then asked if he had ever heard the saying Foxtrot Oscar.i then explained in depth

Ronr, did they provide a company name?

If you have a record of the callers number and have not already done so, I would encourage you to report the callers number to the ICO. If your number is registered with the Telephone Preference Service you should also report this to the TPS.

Reports to the ICO and TPS can be made online very quickly, links can be found in previous posts.

Miss Anne Bland says:
24 March 2022

We have just had a problem with this. A salesman calling himself Harry rang saying that product protection on our tv was about to expire and he would be taking money from my husband’s account to cover the renewal. Later he rang again about the kitchen equipment and then a third time about home contents. Each time his manner was bullying and misleading. My husband asked to cancel each of the policies and was told he would have to pay to do this. The salesperson had some of the details of my husband’s bank card. The companies involved were Prestige Home Services and UK Recovery Team. The paperwork from the first of these offered a chance to cancel after a cooling-off period but my husband believed he had cancelled it so took no action. I contacted the second company who cancelled the policy. My husband has now cancelled his bank card.

Hi Anne. You have taken the right course of action by cancelling your husbands Bank card. Consumers often report cancelling their service plans, but rogue companies will ignore the cancellation request and continue to debit funds from the account, so cancelling the card was the right thing to do.

May I ask if the paperwork you received shows the full company name, a company registration number, telephone number and email address? When calling, rogue companies will often use generic names to hide their true identity, so it would be useful to know what company name or other details appeared on the paperwork you received.

Lee says:
24 March 2022

Received a call today from 02920 958 724 from a lady called Susan with an Indian accent. Claiming to be from Domestic Insurance. In fairness she was quite polite etc and saying the cover on domestic appliances has run out, when I questioned which appliances she stated Fridge/freezer, washing machine. However when I asked what brand the appliances were she fobbed me off saying she was in the dept offering discounts and did not have that information. I told her I know this is a scam and wished to speak with a manager, she advised she was a manager. I told her to take my number off their list to cold call, however this isn’t the first time I’ve had a call and some of them in the past have gotten abusive when I called them out. They don’t bother me personally other than being an annoyance having to pick up the phone however I’m well aware others may get tricked into giving out their details which shouldn’t be allowed to happen and get away with it, especially with more vulnerable people.
I’ve reported them for the first time today to the ICO, only takes a couple mins online. Whether that does anything remains to be seen.
https://ico.org.uk/make-a-complaint/nuisance-calls-and-messages/spam-texts-and-nuisance-calls/report-spam-texts-and-nuisance-sales-calls/

Hi Lee. The number you reported appears extremely active at present, with many consumers reporting the same experience. The caller is failing to provide the correct company name or using a generic name ‘domestic appliances’ to avoid detection.

Reporting the calling number is the most effective method to tackle these rogue callers and it only requires a few reports from consumers for the ICO to investigate and take action. I am pleased you have reported the caller.

You may have seen from previous posts that five companies were fined a total of £405,000.00 in March of this year. Just 1 complaint was received against one of the companies, yet the ICO still investigated and the company was fined accordingly. This highlights the ICO’s determination to tackle and stamp out rogue callers and will hopefully provide consumers with some confidence that reporting these calls does lead to results.

The Government are taking a multi-agency approach as the conduct of these rogue callers is fraudulent and enforcement action does not end with the ICO. Government Agencies are sharing intelligence on the companies and the Directors and we can expect to see tougher measures which could include criminal convictions.

Cathy says:
21 April 2022

Just had a shouting match with a ‘gentleman’ claiming to be from Domestic Insurance. He had my husband’s name. My husband happens to have recently died but that didin’t seem to register with this caller. I said it was a scam call and hung up. Blow me down but he called back!!! I am guessing he thought I’d be a soft target!!! I asked for paperwork on the insurances to be sent to me. I asked to speak to his manager. I asked for details of the exact appliances that were insured. He mentioned two products that were insured which I do not , and in one case never have, owned He gave me an agreement number which was only 4 didgets. Pretty sure a company with this many customers would require more than four didgets in there agreement numbers!! He said that the insurances he had on record were obviously mistaken and needed to be cancelled. I could have been made very anxious by this but was 99.9% certain that my husband would not have taken out these policies and I am quite sure that there are no direct debits going out from the bank accout that relate to this. Horrible, horrible people!!! The number on the CLI was not answered when I called it back of course.

Hi Cathy, sorry to hear you were called by one of these rogue companies, especially given the circumstances surrounding your husband. The individuals operating these companies have absolutely no concern for the distress and harm they cause to their victims and their conduct is both shameful and fraudulent.

I am pleased you realised it was a scam, stood your ground and was not fooled by the caller.

The most effective way to tackle these rogue callers is to report the calling number to the ICO (Information Commissioners Office), who will investigate and take action. If your number is registered with the Telephone Preference Service, you should also report this to the TPS. Reports can be made online and it’s relatively quick to do so.

Search for the ‘ICO’ online and on their website select ‘Make a Complaint’ from the navigation bar along the top of the page. Select spam texts and nuisance calls. Be sure to select ‘Sales call from a real person (live call)’ and then complete the report entering the calling number and other information as required.

It remains essential that consumers report calls of this nature. Reports allow the ICO to gather vital intelligence, investigate and take action. In doing so, it may also help prevent others from being scammed.

Paul Stevens says:
29 March 2022

I am getting these nuisance calls about twice a week on my landline – it started when I changed landline number about a year ago. Today it was from 0292 139000 and a woman went into a spiel about domestic appliance cover. The calls always start with them asking if I am Mr W……….. (not me). Either they are making up this name or it was the name of the person who previously had my landline.
Really fed up with all this and how they can keep doing it.

Hi Paul, these rogue companies are persistent, often targeting the elderly and vulnerable, with their sole objective to obtain Bank or Card payment details fraudulently. The most effective method to tackle the problem is by reporting the callers number to the ICO (a link to the ICO can be found in previous posts).

Neil Liverpool says:
31 March 2022

Hi, i get regular calls from a company called Domestic Insurance. They always quote an address i’ve not lived at for over 16 years and mention items i’ve never had insurance for. When i query this, they cut me off then phone again a few weeks later with the same speel. Always an Indian accent.

Hi Neil, these rogue companies use generic names to hide their true identity and this makes it difficult to determine exactly who they are. Their conduct is fraudulent and the most effective method to tackle the problem is by reporting the callers number to the ICO (a link to the ICO can be found in previous posts).

Got a new twist on this scam today.

I have never had washing machine insurance. . . .

The Refund Department of Home Repairs called me today to refund £119 or £190 (foreign accent) which was mistakenly overcharged from my washing machine warranty.

The amount was to be refunded to my account and I was asked how I would like the money to be refunded that could be my current account or savings account. I told them to send me a cheque. No problem, it would arrive in 3 working days but as she was not authorised she had to hand me over to a senior advisor.

He needed to confirm the customer reference ID which I didn’t have and couldn’t remember. No problem, my bank reference and account number would do. That was the only way they could verify who I was. After a further discussion that he didn’t need my bank details to send me a cheque, I ended the call.

Yeah right !!!!!!!!!!

Don’t get taken in by this scam folks.

Now reported to ICO.

Thanks for the instructions as a reminder where to report scams Wingman. Feel free to repeat them often so more people know how and where to report scams.

Wingman’s instructions:
Search for the ICO (Information Commissioners Office) website. On the ICO website, select ‘Make a Complaint’ from the navigation bar along the top of the page and select spam texts and nuisance calls. Be sure to select ‘Sales call from a real person (live call)’ and then complete the report entering the calling number and other information as required.

Hi Alfa. This latest approach of calling consumers and advising they were overcharged and are due a refund is a tactic that has come to light recently and is becoming more common.

This is an especially devious tactic as most consumers would be delighted to receive a refund and are therefore more likely to provide their Bank or Card details in order to receive a refund. For those consumers who have a service plan or extended warranty and when the rogue caller acts as an imposter, advising they are the current provider, many consumers are less likely to challenge this approach and will be fooled into providing their Bank or Card details.

If a consumer does have a genuine contract for services the provider will already have their payment details, so it would be irregular for the provider to call asking for confirmation of Bank or Card details when a refund is due.

As you highlighted, it is important that consumers are aware of this approach and unless they can verify that the caller is their current provider, they should avoid providing any financial information.

Willie Priestley says:
2 April 2022

Bill Priestley Co.Durham
I have had two calls in three days, with the same £119.00 refund mentioned. My refund was suposed to be from Homecare Extended warranty. As I do not use these warranties I knew they were SCAM calls so I led them on a merry dance finishing by saying that I needed all their details as my son, a police officer (NOT) would contact them to “sort it out”. Strangely…..They hang up!!

Hi Willie, do you have a record of the callers number?

Alfa, you may already be aware, but the organisation who operate the call centre from Morocco, which we believe many of these cold calls originate from, appear to have changed their name from ‘Personal Recruitment Outsourcing’ to CALL360.

The Personal Recruitment Outsourcing website is now offline, but there is no CALL360 website as yet.

What is interesting is that CALL360 refer to themselves as a UK Company with offices worldwide, but I have not been able to identify a registered company of this name at Companies House and suspect that CALL360 is simply a trading name. I have also seen evidence of prospective employees stating they went for interviews in Brighton.

As we know, it’s difficult for the Authorities to tackle cold calls from overseas, however, if these calls are being made under the instruction of a UK Company, this provides the UK Authorities with greater powers to act. The Directors of UK companies MUST act in accordance with the requirements of the Companies Act 2006 and by engaging in activities they know are in breach of UK Legislation (ie, instructing an overseas office to cold call UK consumers), leaves the Directors at risk of enforcement action.

It will be interesting to see how this CALL360 evolves.

Hi Alfa. There are similarly named companies and the first link on your post is not to my knowledge connected to the company I was referring to. The first article is to my knowledge for an entirely legitimate company, not connected to the other company.

I believe the overseas call centre operation has simply changed its name to CALL360, but there is no evidence of a UK registered company with this name. However, as is often the case, the CALL360 is quite likely a trading name and if there is a UK registered company the name registered at companies house is likely to be different.

The point I was raising is that this CALL360 operation state the company itself is based in Brighton, with numerous overseas call centres. If we are now in a situation where a UK based company is making unsolicited calls to UK consumers from an overseas call centre, the UK Authorities will have greater powers to act.

Alfa, I had no success with the 2nd link provided, resulting in ‘PAGE NOT FOUND’. It appears to be a link to Companies House records, could you advise what you found or what this relates to?

Thanks.

Sorry Wingman, try this:
https://find-and-update.company-information.service.gov.uk/officers/Hbp–PuWFMHFdQ7ufOY7g7b5gEM/appointments

The Kahans operated legitimate businesses fronting their thousands of scamming ones.

I haven’t found a link to Brighton for this guy though.

There are many internet references to ‘based in Brighton’, but that is all.
Someone needs to go undercover and apply for a job!!!

Thanks Alfa, got it.

No, to my knowledge this company is a legitimate operation and is not connected to any Brighton companies or the Moroccan call Centre operations. The company logo also differs to that of the overseas operations.

angela upton says:
1 April 2022

I have just had a call regarding cover on the domestic appliances with domestic insurance I told her that I had never heard of this company which she said was strange as the appliances were covered by them. It was obvious from the onset that these calls are generated by a call centre. She asked to speak to the home owner and when I told them this person had died said and I quote “well why didnt you tell me that at the beginning of the call have a nice day” and put the phone down.
Why are these companies still allowed to call vulnerable people to scam them.

Hi Angela, sorry to hear you have been called by one of these rogue companies.

These rogues will often tell consumers they are the current provider of a service plan or extended warranty the customer does not have, in the hope the customer may have forgotten or just assumes they do have a contract which is due for renewal. This is misrepresentation, an act of fraud and amounts to very serious conduct.

Unfortunately, these rogues are persistent and although the Authorities are taking measures to tackle the problem, it remains an ongoing issue.

Consumers can help the Authorities to tackle the problem by reporting the callers number to the ICO (A link can be found on previous posts). It is essential that consumers report these calls as it allows the ICO to investigate and take action. Intelligence gathered is also shared with other Government Agencies such as Trading Standards and the Police.

I would therefore encourage you to report all calls of this nature to the ICO.

Karen Mitchell says:
2 April 2022

We have had a policy with Sure Appliance for several years. We had agreement for a replacement dishwasher in November (first claim) and are still waiting. Messages are left on our landline, promising delivery dates. This has happened three times. It is impossible to contact them by phone (08000869366) or by email http://www.sureappliance.co.uk and info@sureappliance.co.uk. I now wonder if this is in fact a bona fide company or simply a scam.

Karen

[Moderator: this website could potentially be a scam website. We’ve retained the URL to help you identify it, but we’ve redirected the link to our guidance on how to spot fraudulent website. ]

Hi Karen, thanks for posting your experience.

It would certainly seem irregular to have submitted a claim for a replacement dishwasher in November and for this to remain outstanding. It would also seem suspicious that you are unable to contact the company by phone and emails are not replied to.

If you have not already done so, I would encourage you to contact Trading Standards. Additionally, you could also report their website to National Cyber Security Centre. Although the website does not pose an immediate threat to consumers in the form of viruses or dangerous downloads, the website can be used to fool consumers into believing the company is legitimate and therefore I would be inclined to report the site. It only takes a minute to report a site and consumers are encouraged to report sites if even if they are unsure it is a scam.

https://www.ncsc.gov.uk/collection/phishing-scams

Moderator,
I don’t doubt this is a scam, but how have you determined this is a scam website?

I have tried several website checkers and none of them rate this site as unsafe. Their parent company is listed on Companies House.

The only giveaways are Brighton and the phone number:
https://who-called.co.uk/Number/08000869366

Hey Alfa,

I was the same as you on this one, just to be sure we thought best to moderate the links on the comment. We’ve adjusted the wording on the moderation note left to reflect this. Thanks

steve says:
2 April 2022

0292 1390008 left message re appliance insurance. Number blocked and message and number then deleted via phone software.
I never answer unfamiliar numbers; particularly those that are obviously from outside the UK.
Buy a phone that has the function of blocking calls.

Crusader says:
4 April 2022

Unfortunately I think you’ll find in a lot of cases a “call blocker” won’t work simply because some scammers now keep using single use phone numbers and sometimes call several times in one day, or one morning, and use a different number each time using some kind of fancy tech.

Had a call from UK service plan a couple weeks ago pretending to be my provider. Foolishly I signed up only to come across this thread online and to realise I have been scammed. If anyone can assist me in getting my funds back please email me on xxxxxxxx

[Moderator: we’ve edited this comment to remove personally identifiable information, as this is not allowed in the Community guidelines. Please don’t post people’s names, addresses, or other personally identifiable information – even if you suspect it is made up. This is to protect everyone’s privacy.]

Hi Keith, according to their Terms & Conditions, you can cancel within 28 days of the start date for a full refund provided you have not made any request for Repair or Replacement.

You can cancel by calling 0333 880 1657 or sending an email to enquiries AT ukserviceplan.co.uk

Many rogue companies do not answer the phone or acknowledge emails, so if you send an email requesting cancellation and do not receive a response after a couple of days, I would follow this up with a phone call. What often happens is a customer will cancel by email, but the company will deny all knowledge of receiving that email and then claim the request to cancel falls outside the 28 days and will refuse the refund.

Initially, send an email and see if you get a response. If not, try calling them. If they answer, ask them to confirm the cancellation by email, so you will at least have something in writing. If you have no success by email or telephone, send a letter by Recorded Delivery to their office.

Rogue companies will often agree to a refund, but won’t actually process the refund. Their objective is to frustrate customers in the hope they will give up. If they agree to the refund, ask them to confirm when you expect to receive it and again ask them to confirm this by email. If you do not receive the refund within the specified timeframe, contact them again.

The key is to remain persistent. These rogue companies assume customers will get fed up chasing and they don’t like persistent and determined customers.

If you find you are being given the runaround, you can of course take legal action by filing a Court Claim. If they fail to issue the refund within the agreed timeframe, send a Notice Before Action letter advising them you intend to take legal action if the refund is not issued within 7 Days.

You did mention they had called stating they were your current provider and therefore I assume you paid on the basis you thought you were renewing with your ‘actual’ provider? If you were fooled into thinking this was your current provider, the company has used misrepresentation to obtain money, which is an act of fraud. If this did occur and depending on how you paid (Credit/Debit card, Bank Transfer) etc, rather than contacting the company, you should perhaps contact your Bank directly, explain the situation and ask the Bank to recover the money.

If the company did use misrepresentation to obtain payment, I would also suggest you report this to Trading Standards and report the callers number to the ICO.

Hi
I’ve tried all of the above in the last week.
What makes it more interesting is after reading the comments, the person I spoke to on the phone said they are based in morroco. Must be the scam company that everyone else talks about.

Hi Keith, I am keen to help and would be happy to assist in any way I can. Did you receive any documentation from the company? If you have documentation from a UK company, I feel sure we can have your money refunded.

Hi
I do have the paperwork. Its from the company I named above

Ok, great. You said you had contacted them, I assume by telephone, to request a refund. Did they agree to process the refund and you have not received the money or have they refused the refund?

I think it would help if we communicate directly, but to ensure anonymity for us both and protect sensitive information, I will ask Which? If they will be happy to relay correspondence between us both, assuming that’s okay with you.

The company in question has caused a great deal of distress for many consumers and I am keen to help anyone affected, involve the Authorities with a view to enforcement action to prevent their illegal practices.

If you want to email me you can. My email is in my first comment.

I have contacted them by phone etc and no luck. And yes I can see by all the posts that they are causing issues.

Hi Keith, no problem, I will email you directly.

My first comment has been hidden with my email address and the companies name. I wonder if that’s the company I have posted about reporting my post.

I can’t imagine that would be the case and if they had, Which? would have only removed your email address and the company name, the rest of your post would have remained.

Not too worry, I sent an email earlier which should be in your in-box. If not, check your spam folder.

Apologies.

Found it.

Ok, let me try again.

Keith, your Which user name uses the numbers ’65’ only, whereas your email address uses ‘1965’. Should your email address include the numbers 65 only or is 1965 correct?

I have sent a further email and assuming the email address provided is correct, this should arrive with you shortly.

Worthwhile checking your spam folder too.

No problem, look forward to hearing from you.

Hi, the above comment went into moderation earlier as it contained personal data – these will usually go straight into moderation until one of the moderators can take a look.

If users would like to be put in touch with others we’re happy to facilitate this (so long as you both give permission). You can submit a request via the contact us page.

Thank you and apologies for any inconvenience caused here.

Chirag

Hi Chirag, all understood. Thanks for the offer to put us in touch (which I will keep in mind for future reference), but I kept a record of the email address and have since contacted the user in question.

NBM says:
6 April 2022

I received a call just today from 01273082665 claiming to be from It’s OK, some appliance insurance company. She said I was with them and immediately gave my password as proof. Why would she say my password out loud to me over the phone? Weirdly it was something I’ve used as a password before, but I’d never heard of this company. I’m with someone else altogether.

Hi NBM, thanks for sharing your experience.

If you have not already done so, I would encourage you to report the callers number to the ICO. If your number is registered with the Telephone Preference Service, you should also report this to the TPS.

It’s essential that consumers report these calls as it allows the Authorities to tackle these rogue callers, investigate and take action. Intelligence gathered is also shared with other Government Agencies such as Trading Standards and the Police. By reporting the callers number it could also help to prevent others being scammed. A link for the ICO can be found on previous posts.

Because the caller suggested you were an existing customer when you are not, they were using misrepresentation in order to obtain Bank or Card details. This is an act of fraud and amounts to serious conduct. I would also encourage you to report this to Action Fraud.

Reports to the ICO, TPS and Action Fraud can all be made online relatively quickly.

Janet May says:
6 April 2022

One thing I’d like to make people aware of – the bogus caller often stays on the line after you’ve put the phone down. You might try to make a quick phone call to check with your bank or insurance company and then you end up talking to the dodgy caller again. I’ve just had this now. Someone called from D&G (apparently) and when I tried to block further calls with BT Call Protect, I was directed to the same caller.

Hi Janet, this issue of a rogue caller being able to keep a phone line ‘open’ so that any further outgoing calls to a different number reconnect with the rogue caller has been discussed before.

My understanding was that BT rolled out a fix in 2015 to fix this and it is no longer possible for a rogue caller to keep the line open. If you believe you are still encountering this problem, you should perhaps contact your phone provider and raise this with them.

Em says:
6 April 2022

Should be just 2 seconds now:

https://www.bbc.co.uk/news/business-34714531

But if in doubt use another phone, e.g. mobile, if you have one.

I had another call today its ridiculous I recorded this one

Reginald says:
7 April 2022

Hi Keith

I have compiled a detailed dossier over the last 18 months on the Morocco rogues. I have just emailed it to you. I was able to take down your email address before Which? hid it.

You’ll be appalled to know that their onshore team Premier Protect Holdings Ltd have a high court injunction against them but the director operates with impunity from abroad. Brighton TS kicked their door in over a year ago and to date I’m still not aware of any charges being filed. It’s shocking. Go for a Chargeback, you’ll get the money back that way quickly and easily.

Hi Reginald, I have been in contact with Keith also and have been offering some advice and guidance on how best to approach these rogues in order to obtain a refund.

I was advised earlier today that Keith has now received his refund.

If anyone else is being given the runaround by one of these rogue companies and experiencing difficulties obtaining a refund, please do get in touch as I would be happy to help.

Hi Reginald, would you be happy to provide a copy of the information you have collated? I am keen to establish whether there is any connection between the individuals and companies you have identified and those I have identified.

If you are happy to provide the information, I understand Which? would be happy to facilitate putting us in touch if we submit a request via the ‘contact us’ page.

Reginald says:
12 April 2022

Hi Wingman

I understand you’re already in contact with Keith and I have furnished him with a copy of my dossier. I’m perfectly happy for him to do as he wishes with it.

Thanks Reginald, I will contact him.

Reginald says:
8 April 2022

Another Brighton based service plan company goes to ground. EJ APPLIANCE SUPPORT Ltd website is no longer functioning.

Hi Reginald. This could be due to the Authorities taking the site offline, perhaps due to an investigation or the company themselves taking the site down.

There is no indication as yet that the company intends to dissolve or cease trading.

Felicity Ross says:
12 April 2022

“Homeservices” called today from 07593087816, alleging to be from the arrears dept, saying they are about to send paperwork relating to overdue payment for a policy for household appliance cover. They said they would be sending in the debt collectors. We have no recollection of any such cover, we never normally use it anyway – but it’s alarming hearing about debt collectors.

Hi Felicity, this is unfortunately yet another tactic these rogue companies use, intended to worry and frighten customers into believing if they do not pay it could result in debt collectors visiting their home.

This is an awful tactic which many would find quite intimidating.

If you have not already done so, I would encourage you to report the callers number to the ICO. If you are registered with the Telephone Preference Service, you should also report this to the TPS. It is essential that calls of this nature are reported as it allows the Authorities to investigate and take action.

It’s very quick to submit a report online. Links for both the ICO and TPS can be found on previous posts.

Steve says:
12 April 2022

Just been called from 02921390005 stating they were from Domestic Appliance Insurance and my insurance for white good need renewed.

He knew my name and city but just said “Flat 1” for address

I pressed him on what my address was on the documents and what my policy number was

He then hung up

Hi Steve, what you encountered is the usual modus operandi of these rogue companies, hoping to catch someone off guard and obtain Card or bank details fraudulently.

The most effective method to tackle these rogue callers is by reporting the callers number to the ICO (a link to the ICO can be found in previous posts). It’s quick and relatively straightforward to submit a report online and I would encourage anyone receiving calls of this nature to report the callers number.

Mike H says:
13 April 2022

Scammers – appliance insurance spiel.02921390005…

Richard Farmery says:
14 April 2022

Richard
I regularly get cold calls from companies regarding appliance warranty renewals which I block. The latest was from a company offering me a refund of £119 asking me how I’d like to receive this. I said a cheque would be fine but they needed me to confirm my identity by telling them my sort code which I refused to do. After being passed onto a higher level I soon hung up and blocked them.

Hi Richard, this latest approach of calling consumers and advising they were overcharged and are due a refund is a tactic that has come to light recently and is becoming more common.

This is an especially devious tactic as most consumers would be delighted to receive a refund and are therefore more likely to provide their Bank or Card details in order to receive a refund. I am pleased you realised it was a scam and blocked the number.

For those consumers who have a service plan or extended warranty and when the rogue caller acts as an imposter, advising they are the current provider, many consumers are less likely to challenge this approach and will be fooled into providing their Bank or Card details. If the customer does have a genuine contract for services the provider will already have their payment details, so it would be irregular for the provider to call asking for confirmation of Bank or Card details when a refund is due.

If you have not already done so, I would encourage you to report the callers number to the ICO. If you are registered with the Telephone Preference Service, you should also report this to the TPS. It is essential that calls of this nature are reported as it allows the Authorities to investigate and take action.

It’s very quick to submit a report online. Links for both the ICO and TPS can be found on previous posts.

Brian Page says:
14 April 2022

We get a call, probably once a week, from someone insisting we have appliance cover with them that is in need of renewal. They announce themselves as ‘Domestic Appliances’, and by coincidence, we are insured through ‘Domestic & General’, so there is always a micro-second of confusion before we realise it’s a scammer. No matter how much we deny it, they insist we have cover, so we just hang up. I can imagine that they must catch quite a few people with their dodgy tactics, so beware!

Hi Brian, you are correct, by using generic company names, many customers are fooled into thinking the caller is their current provider, which often results in customers providing their Bank or Card details in the belief they are renewing their warranty or service plan with the actual provider.

It is a devious and nasty tactic, with the simple aim to obtain financial information fraudulently.

If you have not done so in the past, I would encourage you to report the calling numbers to the ICO. If you are registered with the Telephone Preference Service, you should also report this to the TPS. It is essential that calls of this nature are reported as it allows the Authorities to investigate and take action.

It’s very quick to submit a report online. Links for both the ICO and TPS can be found on previous posts.

Reginald says:
22 April 2022

Oh dear. I note that Apex Assure Ltd are applying to dissolve. If this goes through successfully, I would assume Brighton Trading Standards case against them has collapsed. I hope this isn’t the case.

I believe this attempt to dissolve is in response to action by the Authorities and hopefully we should see the dissolution suspended by Companies House.

This will allow the Authorities to take action, hold the company accountable and prevent these rogues from avoiding the necessary punishment.

Reginald says:
22 April 2022

Wingman

Thank goodness. I really did think the worse had happened. I will monitor for the inevitable objection and look forward to hopefully seeing something online soon about charges being filed. The investigation is at least a year old now.

Reginald, difficult to know what the outcome might be at this stage, we can only hope the Authorities will take appropriate measures.

Fines issued by the ICO to some of these rogue service plan companies is welcome and I understand there are more to follow. But like you, I am keen to see prosecutions/criminal charges and Director disqualifications in addition to ICO fines.