ComplaintsforCarl Nguyen

• Initial Complaint

  05/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went online and requested liability decreases on all 5 of my vehicles be reduced on March 11, 2024 after they sent me an email on March 10 advising of rate increases. They acknowledged this request when they sent me an email on March ******************************************************************************** saving HUNDREDS of dollars on my premiums. I was on autopay and the changes, to date, have not been done. I have called their office at least a dozen times and am being told there is nothing they can do, it is underwritings fault. It is almost JUNE, three months after my request and I am still waiting for the adjustments to be made. I cancelled all policies on May 1 due to this issue because they continued to bill me an incorrect amount and again, tried raising my rates. They are harassing me saying I owe $18--they have sent me at least four notices of this past due which i do not owe. They owe me hundreds of dollars. Please help!!!

  Business response

  06/06/2024

  Dear ************-

  I apologize about the inconveniences this has caused you.  Per our conversation, the changes you submitted online did not get to our underwriting **** until **** resubmitted the changes in early April retroactive back to March.  While the changes were waiting to be approved and processed, you have called in to cancel the auto policies.  The autos were cancelled before the changes were made.  It took a few back and forth with UND before we realized that was happening.  We are working diligently to our UND **** to resolve the issue and refund you the pro-rated amount from the time of the changes until the cancellation date.  

  As for the $18 amount due, we have cancelled that health policy with your authorization so no need to pay the due amount. 

  We appreciate your business over the years and wish you all the best.  Please reach out to me directly should you have other questions. 

  -****

  Customer response

  06/06/2024

   
  Complaint: 21751437
  
  I am rejecting this response because: while I appreciate the response, the issue is  not resolved.  I still have not received my refund.  I cannot accept a response until my request from March is processed and I receive the refund due to to me.  They indicated it should process within the next 2 weeks.  Until they do what they say, I am not satisfied. 
  
  Sincerely,
  
  *****************

  Business response

  06/22/2024

  The email below was sent to ***************** on June 14th at 1:37PM EDT.  As we have stated and explained, our office has done all we can within our control.  Any request made online such as coverage changes, approving policy changes, processing a refund, etc. are being handled at the organizational level.  We are available 24/7 and welcome any inquiry/feedback from our customers and neighbors.  Thank you!  

  _______________________________________________________________________

  Dear ****-
  
  Wanted to send you an update on your request for the coverages changes you submitted through the State Farm online portal on March 15th at 1:09PM.  Underwriting has advised us that the request was approved and processed.  You will receive a refund within 7-days business days, if not sooner, for the following:
  
  2007 Camry- $127.84
  2006 Explorer- $150.12
  2018 ****** $66.61
  
  Both health policies for ******* and **** have been cancelled so no premium is due on those.  As stated before, we apologize for any inconveniences this may have caused. Our office has done everything we can to accommodate you.  There are things we cant control such as approving and processing a refund.  I hope you understand and wish you all the best.  Sincerely appreciate your business over the years. 
  
  Make it a great Day!

  Customer response

  06/22/2024

   
  Complaint: 21751437
  
  I am rejecting this response because: Excuses, excuses and passing the buck to others is not good customer service.  My request for a policy change was made on MARCH 10, 2024. It is  June 22!!!!  More than THREE MONTHS!! While you are providing decent lip service, I still have not received a dime of the refund I am owed. In addition, I requested policy changes on all FOUR of my vehicles, you are missing the *** and claim I didn't make a request on that vehicle, but I did make the same change on all four at the same time but I am so tired of fighting with you all.  
  
  Sincerely,
  
  *****************

  Business response

  07/15/2024

  Additional Information:  I have confirmed with our corporate office today that the refund has been received and cashed last week.  Also, I have left **** a message today and just waiting for her to call to confirm that it was her who receive the refund. Lastly, I connected **** with our corporate partner (Kavi) and they have spoken on July 1, 2024 regarding ****'s concerns.  

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