ComplaintsforHub International Limited
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Complaint Details
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Initial Complaint
19/12/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I sold my property and cancelled the home insurance on November 15th, 2022; Last day of the insurance being November 30th, 2022. I did signed the cancellation form and sent it to Dorothy ******** who works for HUB International in 1661 portage avenue, 5th floor. But the insurance company keeps taking my money from my account, and I don’t even own the property that I already sold. I have been trying to get hold of Dorothy but no luck. I left so many voicemail and emails but no reply. I would like BBB help me get my money back if you could please.Business response
20/12/2022
Good afternoon,
My name is Jacqueline **** and I am the Personal Lines Manager for HUB International. I am responding on behalf of Keith *******
Upon the review of the complainant's file, correspondence between the complainant and a HUB employee surrounding the cancellation of the policy occurred between November 14, 2022 and November 16, 2022. A financing agreement with **** was set up for the complainant at the onset of the policy term to allow monthly payments towards their insurance policy. The complainant’s monthly installments were scheduled for the 15th of each month. When this financing agreement exists, it exists between the financing company and the insured and includes the policy premium and applicable financing fee. HUB as the brokerage assists the insured with anything related to their policy.
November 14, 2022, following the cancellation request, **** was informed that the complainant’s policy was being cancelled effective November 30, 2022 and requested that the financing agreement be cancelled. The HUB employee advised that the scheduled November 15th installment would be collected as it is too late to cancel that payment. The HUB employee received confirmation from **** that they would not be collecting that payment and relayed this information to the complainant. This information was false as the November 15th installment was in fact collected.
November 16, 2022, the complainant confirmed that the payment was collected by ****. The HUB employee responded that clarification will be obtained from **** and a request to ensure the payment is reflected in the refund will be made.
It is now my understanding that the installment scheduled December 15, 2022 was collected. This was done in error as confirmed by ****. They have confirmed that this will be refunded back to the complainant along with any applicable premium refund.
Although this financing agreement is between **** and the complainant, HUB International will continue to monitor this until the payment reimbursement is complete.
Sincerely,Jacqueline ***** ****
Personal Lines Manager
HUB International
**** ******* ******* *** ***** ********* *** *** *** ******* **************
************************************Customer response
21/12/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
Yam ******
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Contact Information
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.