I try to pay Aviva once – and it takes the money twice

I tried to renew my motor policy with Aviva online. It was having technical difficulties­, so I phoned. I eventually got through, but – when it came to payment – the trans­action failed. I was put on hold for a long time and then asked to provide my card details again. Again, it failed. I was told someone would call me back to agree the price. No one did. I called again and learned that the policy had been renewed two hours earlier, without my authorisation or agreement on price. The next day, my online bank account showed Aviva had taken the £297 premium twice. LW, Bath Aviva wanted a bank statement to prove the double payment. You reminded Aviva that its own audit trail confirmed this and it was only the accounts department that couldn't see it. It then managed to find your overpayment and return it, with £20 to apologise. • Email Margaret Dibben at [email protected] or write to Margaret Dibben, Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU and include a telephone number. Do not enclose SAEs or original documents. Letters are selected for publication and we cannot give personal replies. The newspaper accepts no legal responsibility for advice.