Bill Palmer Insurance, Inc.

*** called our office after she spoke with you an the phoneShe did not tell you that we charged you "a one day insurance fee," There is no such thing as a "one dayinsurance fee." Our agency does not invoice/charge any premiums/fees; all of your invoices/fees come directly from *** *** Neither of your policies had cancelled. You are not paying "for that one day of insurance charged because we never cancelled our policy" because it simply doesn't existThe only additional premium created by our mistake, in telling you to pay a lesser amount than what was due, was a late fee: which was waived.Bill P*** *** - *** ***

Do you guys have recordings of all of the telephone conversations?  If so I think you should go listen to my conversation with [redacted] because she did In fact tell me that Melissa had charged me a one day insurance charge and she couldn't understand why she would do that.  I mean she couldn't even make no sense of it.  Not only that when we spoke to Melissa about about our second wrong bill she told us that we owed $30 for the home policy and that would need to be paid.  I told her until it showed up on my bill I was paying what was on my bill, but when my next bill came the amount owed was not. $30 but over $60, why is that.  I hope you have recordings of all the telephone conversations because you will find out that was what I was told. I mean I already paid my bill but the fact that your workers can say something and then deny it is very unprofessional.
Regards,
[redacted]

On April 12, their insurance carrier mailed their April invoice to them with a due date of April 26 (a Direct Bill from their insurance carrier). They called our office April 27. They made changes to their auto policy;with the intention of lowering their payment due. We gave them a revised...

premium payment of $147.63.This was an incorrect amount. Our mistake was not realizing that they were on a Combined BillingAccount, where their home and auto premiums are billed together and more importantly, that their currentpayment was past due and needed to be paid as originally invoiced. This mistake was realized after theycalled us on May 18.On May 18, they called our office because they received a pending cancellation notice, for their homeinsurance portion of their combined billing. We researched and found that because they didn't pay theoriginal amount involved that a  pending cancellation notice was generated. Because of this a late fee wasaccessed too. We contacted their insurance carrier and and had the late fee removed and had their pendingcancellation rescinded. On May 20 we called the client and told them that they needed to pay andwhy...the$199.68 ... which included their short pay-earned premium from April, to get them caught up andthat this would get their future payments down to the $147.63. They paid $147.63 instead of the $199.68.On May 27, they called our office. They were upset about their invoice that was due May 26 and the latefee too. Their May 20 short payment generated a late fee, again. We explained, like we had on May 20,the short pay-earned premium from  April and now again in May. We were also able to get this 2nd late feewaived for them.On June 22, their insurnace carrier called us. The client had called them to share their unhappiness with their June invoice amount.  The insurance carrier explained to them, like we had the two times before, theshort payment -earned premium from April and again from May. Their third late fee was also waived.Then, within minutes of their conversation with their insurance carrier, they filed their complaint.In response to their "Desired Settlement": -Our mistake was not realizing their April payment was past due when they called in to makechanges to their policy. This mistake created a late fee. We took care of the mistake and had the late feewaived. -You are not overpaying. There was no additional premium caused by our mistake; only a late fee.This has been explained to you in May (twice) and again in June. - You are not paying for coverage because we "took it upon ourselves to cancel your policy."Neither of your policies was cancelled and all of the late fee(s) were waived.In sum, when they called April 27, their invoice was already past due, so they needed to pay that invoice.We can't change an invoice that is past due. What we should have said was to pay the original invoice andthe next invoice would be the $147.63. Our mistake created a late fee. This fee was waived.Bill P[redacted] - [redacted]

The $30 and $60 referenced in the consumer's additional concerns are not late fees. Theamount that was waived was $15, twice.  Once in May and again in June, late fees werewaived.Bill P[redacted]

Our payment in April was due April 27, not the 26 and it was paid on the 27.  Our second payment that was due may 26 that they claimed we paid $147.63, we paid what our bill said which was $153.85.  And with regards to that why would I pay them $199 when the bill they mailed to us says amount due $153.85.. Then when we received our June bill we called [redacted] with [redacted] and she explained everything to me but what she did tell me is that Melissa estep of bill P[redacted] did in fact charge us a 1 day insurance fee in which [redacted] didn't understand why she had done that. She told me that I would have to call into bill P[redacted] together it fixed, which I knew would be a lost cause.  Also when I talked to vicki she had found out that there was 1 late fee that was not removed and she did remove that also.  But I am not willing to pay for that one day of insurance that Melissa charged us because we never canceled our policy this is all due to the mistake she made.  
Regards,
[redacted]