Which insurance company is this?
Let me summarise: your son cancelled the policy before it was due for renewal.
The vehicle was put on sorn before the insurance was due for renewal.
The insurance company took 2 payments and a now after more money.
Is that the situation?
I suspected as much. Not the company, who I don’t know, but where they are registered, Gibraltar. Fortunately, they still need to be authorised in the UK by the Financial Conduct Authority.
It seems that they have ignored your son’s request to cancel the policy. I assume that he has the date and hopefully the time on which he made the telephone call to cancel the policy. If he has the name of who we spoke to, so much the better.
He now needs to do 2 things. Firstly, he needs to make a formal complaint to the insurance company. He can ask them for their formal complaint procedure and they must give it to him. If they will not, or if they do give it to him and they haven’t resolved his complaint within 8 weeks, then he makes a further complaint to the Financial Ombudsman Service. http://www.financial-ombudsman.org.uk/consumer/complaints.htm
unfortunately, the Financial Ombudsman is not cheap.
Hopefully, when the insurance companies own internal complaints procedure looks at the evidence, they will realise they have made a mistake and that should be the end of it.
You need to tell them at an early stage that is any adverse credit reference appears on any credit reference agency and it causes a problem, you will seek compensation from them. (Your son will seek compensation from them).
Can I clarify anything for you?
Please don’t forget to rate the service positive. It’s an important part of the process by which experts get paid.