customer

Writing

I am extremely disappointed with Marshmallow’s handling of my situation.

Since November I have been asking for my card details to be removed from a policy that is not in my name. The policy belongs to my husband and we have since separated, so I contacted Marshmallow to ensure my card would not be used for any further payments.

Despite these requests, £188 has now been taken from my card without my authorisation. This has left me in financial difficulty and I have had to contact my bank to dispute the payment.

When I contacted Marshmallow again, I was simply told a complaint had been logged and that it could take up to 10 working days to receive a complaint reference, which is extremely frustrating given that I have been trying to resolve this issue since November.

I would like Marshmallow to urgently:
• Refund the £188 taken from my card
• Confirm that my card details have been permanently removed
• Ensure no further payments are taken

I hope this can be resolved quick

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