TW Insurance Brokers Inc

Initial Business Response /* (1000, 5, 2015/09/03) */
Contact Name and Title: Melissa C***,Member Re
Contact Phone: X-XXX-XXX-XXXX x
Contact Email: ***@***
We have attempted to contact *** *** at the telephone number we have on file and have been unsuccessful in reaching
herEvery time we try it rings and then goes to a busy signalIf you are able to provide another phone number we can try it would be greatly appreciatedWe are going to be sending her a letter via mail today to let her know we would like to speak with herWe would like to work with her to come up with a resolution to her concerns
Initial Consumer Rebuttal /* (3000, 7, 2015/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On September 3, 2015, at approx 12:pm, I phoned TW Insurance and spoke with Dodge, the same person I initially spoke with to discuss this recent issueI informed him that I obtained insurance elsewhere and that I would not be renewing my home and my auto insurance policies with TW InsuranceHe informed me that he would e-mail the required cancellation documents to meThat evening, when I arrived home from work, there was a voice mail message for me to contact TW Insurance as they did not have the correct e-mail address for meOn September 4th, at approx6:am (MDT) I phone TW Insurance and spoke with Amy B***I informed her of the message I received and proceeded to give her my e-mail address during which time she informed me that as she was typing my e-mail information into the system, the entire address popped up (indicating that my e-mail information was already in the system, so why were Dodge, Melissa C*** and Gloria C*** (Branch Operations Manager) not able to send me an e-mail ???)I then provided Amy with a brief summary of why I was not renewing my policyAmy was very professional and empathetic to my situationShe informed me that I would NOT be charged a cancellation fee, but rather be credited any monies they received after September 4thAmy proceeded to e-mail the required cancellation documents to me, which I immediately completed and returned to herDue to the fact that I am on Automatic Debit payment for my auto insurance, Amy informed me that she would process the cancellation documents immediately and credit my September and October paymentsI have not yet been credited any monies, therefore, the conclusion to my complaint is pending my creditI hope that this complaint can be put on hold until I receive monies owed to meOnce received, I would then submit the conclusion to the Revdex.comThank you
Final Business Response /* (4000, 9, 2015/09/24) */
The customer has cancelled her policies with TW insuranceNo cancellation penalty was appliedRefunds have been issued to the customer
Final Consumer Response /* (2000, 11, 2015/09/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)