Complaints

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• Initial Complaint

  Date:05/09/2024

  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.

  After our policy kept going up, without any incidents, or explanations, I told my wife to cancel the insurance policy with Farm Bureau. On April 1, 2024 my wife contacted the local office in an attempt to cancel the policy and to shut off auto payment to eliminate any further charges as we were securing insurance through another company. When my wife was talking to one of the associates at the local office, either ***** or ******* had become extremely unprofessional and even hung up on my wife without resolving any issues. My wife then decided to contact corporate office to resolve the issue with them. The corporate representative handled everything and we were told that they would email the local office about the policy closure and cancellation of payment. On May 9, 2024 we checked our bank account to see that farm bureau recently charged us a rate that wasn’t even our past rate when we had them. My wife contacted the local office and briefly spoke with ******* who hung up and did not attempt to contact us back after telling us that we never canceled the policy and was dismissive until she was told that we spoke with corporate and they handled it. My wife attempted to call back multiple times before finally getting an answer from *****. She repeated the same nonsense about the policy not being closed until she was informed that corporate handled it after they were unprofessional. Now we are out of $250 until they can get their stuff figured out. This office was completely unprofessional, rude and dismissive about an error on their own end and we are literally having to pay for it.

  Business Response

  Date: 05/16/2024

  Ms ****** contacted our office on 5-9-24 to inform us she had purchased coverage elsewhere effective 4-1-24. Backdating a cancellation, which requires additional steps and documentation.  The policy has since been cancelled to the request back date.  In reading the notes the policyholder previously requested her draft be stopped, which it was, but that does not actually cancel the policy.  In reading our inner office notes, our staff was cursed at and hung up on on more than one occasion trying to help these folks get done what they were asking us to do.  Unfortunately things take cooperation and effective communication from both sides, which we were not getting.  In the end the policy has been cancelled to the requested backdate, so the matter is closed as far as we are concerned.