The emails had been sent in error as some recipients weren’t even customers (Image: GETTY)
Hastings Direct has baffled its customers over an sent an email to certain clients indicating they had been “overcharged” on their recent car insurance agreement. The email promised that they would be reimbursed “everything” owed and would ultimately “paying the amount you should have done originally”.
The correspondence, as reported by the , further stated: “As you paid a higher price when you renewed your policy, it is being refunded to you. We’re really sorry for any inconvenience and here’s what we’re doing to put things right as quickly as possible.”
But a number of recipients had never taken out insurance with the firm or had cancelled their policies, sparking concerns over if it was a sophisticated scam. Legitimate customers were left baffled by the correspondance. In an attempt to resolve matters, affected individuals headed to Hastings Direct’s digital channels, only to discover outages across the website, phone service, and app.
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Frustrated customers turned to social media yesterday, tagging the company’s official page, demanding answers with questions like “what’s going on? ” while sharing in a brief, collective relief that “it’s not just me”.
Finally, Hastings Direct responded, clarifying that no one was due any refunds. The company issued an apology on X, responding to baffled customers: “Thanks for contacting us about this email. We are aware that a number of our customers have received an email regarding a refund for their insurance policy. Unfortunately this email was sent in error and we have let them know they should ignore it.
“We can also confirm this incident is not a data breach or leak. Just so you know, if you’re currently insured with us then nothing has changed with your policy. We apologise for any confusion that the email may have caused.”
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A subsequent email was also reportedly dispatched to all recipients of the erroneous message, clarifying that it was sent in “Thanks for contacting us about this email.
“We are aware that a number of our customers have received an email regarding a refund for their insurance policy. Unfortunately this email was sent in error and we have let them know they should ignore it,” and advising them to “disregard it”.
Despite the quick resolution, not all customers were left satisfied, as one voiced their frustration on the expanding X thread: “Don’t play with my emotions like that. Felt like I had won the lottery for an hour and seventeen minutes.”