ComplaintsforVivian Mora Agency, Inc.

• Initial Complaint

  02/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On January 18, 2024 I requested my auto and homeowners insurance be cancelled due to State farm cancelling my son for having 2 accidents. I have had used State Farm for 40 years. My father worked for State Farm for 35 years and retired from the company. I received my homeowners refund within about a week. As of now, 2/19/24, I have yet to have a resolution. with my auto. I have called and left messages and they don't get returned. I call in the evening and speak to the 24 hour service and they say they will send a message to my agent to call me. I never get a call back. I have spoken several times with employees in the office and last Thursday I requested that this be brought to the agent's attention and I would like to speak with her. Still no call. I had 4 cars insured. For some reason one vehicle is still not cancelled. They also took money out of my account for that vehicle last week (I am paying to insure it elsewhere ) and said they would credit me back the money. When I called last Thursday I asked about my money and they said that refund was not approved. I would like some answers and would like my refund, There is no reason someone can't explain to me why this has gone on for a month. I still have 2 life policies with them. This is the Vivian **** State farm in ********, **

  Business response

  03/04/2024

  To whom it may concern,
  
  Thank you for your letter.   We are working diligently on getting ****************** her refund.  Her account is our top priority.   Our team has been working with ****************** while I have been on a medical leave with my child.   I did receive your letter today upon my return.    We submitted all of the cancellations from our office in January of this year, as ****************** stated.  The auto policy that was still insured is by a technical error with State Farm Corporate.   State Farm has recently switch to a new billing system that limits what the agent and agent team members can do from the office.   We have summitted the request for the cancellation to be updated in the billing system.    We have contacted the corporate office again today and it was stated to us that the refund will be issued by Thursday 3/7/2024.    
  
  I am going to contact ****************** today to express my apologies over this situation.   We would like to make things right for her as we know this has been a burden for ****************** and her family.  

  Respectfully, 

  Vivian ****

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