Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/19/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased flight insurance from Emergency Assistance Plus (EAP) on January 28, 2022. I sent a certified check from Michigan State Federal Credit Union for $189.00. Per the credit union, the certified check was cashed on 2/4/2022. I kept receiving bills/cancellation noticies from EAP, so after multiple phone calls, I was told that my check was returned for insufficient funds. I told them this isn't possible because it was a certified check, which means, the funds are guaranteed. On 3/9/2022 I sent a copy of the cashiers check as proof. After multiple phone calls to EAP, On May 16, 2023 I received an email from Charity Glick-Allen, which stated, "Per our Treasury Department: Hello, I have an update directly from Bank of the West. Our associate there wrote this: The check was returned but the Originator will have to file a claim with their bank so we can return the funds from the first time the check was negotiated. Though the member is frustrated by this situation, they will need to file a claim through their bank and have their bank contact Bank of the West directly about this". I have went to my bank several times without success because they state there isn't anything to discuss as they have cashed the check. They also stated that it is against policy to discuss a members financial business with another bank. I am hoping that you can get my refund that I feel I am owed. 

  

  Business Response

  Date: 10/25/2022

  Thank you for bringing this to our attention. We apologize for the inconvenience. This does not sound like a standard process within our system, so we are currently researching to understand the circumstances. We will be reaching out to you directly to discuss a resolution.