Car Care

All refunds after the original 30 days are pro rated.  They are based on the date of the paperwork, if it is dated within a reasonable amount of time.  Ms. [redacted] called in on February 29th regarding her vehicle being a total loss.  She was advised that once we receive the total...

loss paperwork, nothing additional would be drafted out of her account.  It is April 7th, and we still have not received this paperwork.  Per the terms of her contract, cancellations must be requested in writing with a notarized odometer statement.  The total loss paperwork will be enough to satisfy both requirements.  Without the payments being drafted, the account would cancel for nonpayment, with no refund due.  If Ms. [redacted] would kindly send in her total loss paperwork, we could get this policy cancelled out and issue her a pro rated refund, which takes into account everything that she has paid into the contract, not just the March payment, so her refund would exceed the one payment of 140.67.  We cannot release that without the documentation that is required.  As soon as we receive that, no more drafts will occur, and her refund will be issued.  If we stop the draft prior to that, the account will cancel for nonpayment, and no refund will be due.  Please have Ms. [redacted] send in her total loss paperwork so we can cancel and refund this correctly.

"If the person has failed to appoint a guardian or grant a durable power of attorney before she becomes incapacitated, the probate court may assign a "conservator" to manage her affairs. However, most people do not want a conservator, as their affairs would be made public. People with any kind of an estate will generally think ahead and grant a durable power of attorney and/or guardianship."As it has been stated that [redacted] was mentally incapacitated in February 2016 when all the other policies were set up, therefore a power of attorney set up in October of 2016 would not be a legal document.  "In contract law, capacity refers to one's legal ability to enter into an agreement. A person who lacks mental capacity cannot legally enter into a contract, thus making a contract voidable in most cases."If the power of attorney had been signed prior to [redacted] becoming incapacitated, then it would be a legal document.  We are only able to work based on what we have been told. If [redacted] was mentally stable in October when she signed the power of attorney, then she would have been able to send in the cancellation documents herself, with her signature.  The check was mailed, we contract a company to manage our refund checks.  This is a business to business company, and as such, they do not speak to consumers.  That is why we cannot give out their information.  Again, the check was mailed in late October, and we did not hear ANYTHING about the check not being received until January 17th.  At that point in time, I was quite willing to call Diane back and let her know the status on the check, if it had been cashed or not. I have already advised that we had the incorrect apartment number, so that would definitely be a reason why they did not receive the check.  However, without even allowing me 24 hours to receive a response back from the accounting company, Diane had written a negative review, and shortly following, the nephew filed a complaint.  With the immediate negative reaction to us attempting to gather information the first day we find there is an issue, we are responding only through the Revdex.com.  The check is being reissued to [redacted], and mailed to the address that is on file, with the updated apartment number.  I would hope that her nephew would appreciate someone else looking out for his aunt's welfare.  If he would look at the situation arbitrarily, with all the issues we have with people having their identities stolen, we were only attempting to ensure that our customer was the one receiving her refund.  Also, we could not correct an issue we knew nothing about.  The account was cancelled and refunded within a couple weeks of receiving the request.  We didn't know the check wasn't received until his wife's call on January 17th.  Looking at the big picture, he knows the situation.  He could be completely legitimate.  However, what if another relative was in a facility, and one of the employees there took the relative to an attorney and had a POA signed in their name?  That would give them access to all their financials, and allow them to sign over any and all property.  In today's age of information, we have to be protective of consumer's information.  We don't release information to anyone on a file without the customer being right there with them or a durable power of attorney that has been put in place for at least 3 to 6 months.  Again, I ask, since this is not from a customer, we had already cancelled and refunded the account, and we were only notified on January 17th that they did not receive a check that was mailed at the end of October, please remove this complaint completely, or close this as Info Only.   Thank you again for your assistance and time in this matter.

Complaint: [redacted]
I am rejecting this response because:
This is not an invalid complaint. How was I able to get their information on their company name? Via your website and the phone number on the letter I received! The writer also states that they do not have my information in their system. This is also a false reply. How would I have received a letter from them?I have sent a photocopy of the letter I received from their office to your office with important areas highlighted. This will prove that this reply is false. I am respectfully requesting that this complaint be kept in an open status until your office receives this additional information.
Sincerely,
[redacted]

Thank you for your time but this matter has been resolved.

Ms. [redacted] sent in her cancellation paperwork and that was received on June 2nd.  She was advised on June 7th that refunds take 4-6 weeks.  She contacted us today in regards to her refund.  We did have some issues with a few checks not being sent due to a system notification error in...

the middle of July.  We advised her of that, apologized profusely, and immediately refunded her card.  She was advised that it was refunded to the card, but it can take 1-4 business days for her bank to credit the funds.  I have attached both the credit from our merchant, and the one from our system.  If Ms. [redacted] would have asked for a credit receipt, we could have provided that to her, as we attempted to inform her.  We also advised her that we would be happy to provide her bank with whatever information they need to credit her account.  She just keeps calling in yelling stating we are liars.  Computer errors do occur, and if we had known her account was affected, we would have contacted her a week ago when we found the issue.  Please close this complaint as unfounded, as we have already provided the credit to Ms. [redacted]'s account and provided proof this was done when she was on the phone with us the first time this morning, and had called back an additional 2 times before filing the complaint.

Initial Business Response /* (1000, 5, 2015/12/11) */
Contact Name and Title: [redacted] CS Manager
Contact Phone: XXX-XXX-XXXX
Mr. [redacted] set up a postdated payment on November 3rd, for November 6th. He did an initial transaction of $1 to hold the file, and then the remaining $194 on November...

6th. Mr. [redacted]'s contacted our office regarding cancellation on November 12th. He was advised to send in a letter of cancellation, and he would still receive his full refund.
We received Mr. [redacted]'s letter of cancellation on November 19th, and called to advise him that we were in receipt of the letter. We advised him at that time that it takes approximately 2 weeks for the cancellation to be complete and refunded, however, he would not be billed in the meantime.
A thirty day cancellation is going to take a total of about 14 business days from the receipt of the letter, pending any unforseen circumstances.
Mr. [redacted]'s policy was cancelled out on December 7th. Thanksgiving and the Friday following, our offices, finance companies, and policy administrators were closed for the holiday. December 7th was the 10th business day. We attempted to refund back to Mr. [redacted]'s card, due to the holiday delay, however, we received error messages from our system, because technically his 30 days was past. This was not Mr. [redacted]'s fault, so we issued him a full refund of the $195 via check number 1352.
We spoke to Mr. [redacted]'s yesterday, as he called in to check on his refund status. We advised him that the check had already been issued, apologized for any delay due to the holiday weekend. Mr. [redacted]'s was very satisfied with our response, and stated he would be lifting the Revdex.com complaint.
With this set of circumstances, we would respectfully request that this complaint be closed as INFO ONLY.

Initial Consumer Rebuttal /* (3000, 7, 2015/12/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't remember them saying anything about my policy being cancelled on the 7th but they did say my check was sent out early this week, my thing is once they received the letter that I sent them my policy should have been cancelled immediately, & then probably take 14 days to receive my check, even with that being said I still don't understand why did it take for them to let the holiday past & have me wait all those days to try to get a check in the mail when obviously they had the power to put that money back onto my bank account & that's what should have been done , I think its messed up that they can so much easily take money out of my account once they have my information but cant put it back in, I have never dealt with a business like that. despite everything else going on this situation I did agree to lift this complaint BUT, I will do so once I get my check & to add insult to injury 12-11 makes the 14th day & still no check, so I guess I'll keep on waiting & I hope I get it soon, that's why I'm currently not accepting this response from them at this time.

Contact Name and Title: [redacted] CS Manager
Contact Phone: [redacted]
Ms. [redacted] set up a policy with us on September 29th, 2015. She called in to cancel and spoke with Andrew on November 30th, stating she wanted to cancel due to a denied claim. We advised her to send in a copy of the repair...

order, because I will fight for any customer who has a denied claim, and all of our administrators know this. Ms. [redacted] stated she didn't have time right then, she needed to take care of her baby. We advised her to call back when she had time so we could look over her claim. She stated she didn't want to, so we gave her cancellation procedures. These procedures require a letter, and a notarized odometer statement, since the refund after 30 days is prorated, based on time and mileage used. We did receive the letter on December 15th, however, we never received a notarized odometer statement. In fact, no where in her cancellation does it state her mileage.
The additional payment that was taken was actually her November payment, because she never paid it. The additional 8 dollars was a late fee, because she was a month past due. If that payment had not been processed, Ms. [redacted]'s refund would have been completely forfeited because the account would have been cancelled for nonpayment. The policy was cancelled as of January 20th. We are given 4-6 weeks from the time we receive the cancellation paperwork to process the cancellation. We would be happy to refund this policy, as per the stated guidelines in her policy, however, without the mileage, we cannot release a refund. If the payment had not processed, Ms. [redacted] would not receive a refund at all, because she made a down payment on September 29th, her first payment on October 29th and no additional payments until the payment that was taken on the 5th to keep it from cancelling out. We did not receive the cancellation paperwork until mid December, and it was incomplete. If Ms. [redacted] would like to provide the ending mileage of her vehicle, we would be happy to issue her refund accordingly.

I looked at the letter that Mr. [redacted] has attached, and the letter does have one of our sales line numbers on it.   The marketing company is who designs and sends out the letters, and provides the leads.  Mr. [redacted]'s information has not ever been uploaded into our system.  All of the leads we purchase are in our system.  I do agree that the line at the top should be removed, but when I look at the samples that have been provided to us, that line is not there.  I will be taking that information to the GM to make sure that the marketing company has not changed anything on our letters.  The concern for me is that our letters typically state Car Care VSC, with the initials at the end of the company name.  This letter states CarCare as one word.  Also, the customer service number on the top of the letter is the same sales number, it is not our customer service line.  Our customer service number is on our business file at the Revdex.com.  Also, the second page, as I stated in my original response does state "Repair Examples".  This is not a bill.  This is not a scam, or a fraud.  I do need to check with the marketing company, because the issue would be another company's information being mixed with ours.  Again, this would be a complaint against the marketing company, which is based in California.  We are not a marketing company, our letters are not even mailed in this state.  We sell policies for the policy administrators, all of which hold an A+ rating with the Revdex.com.  We have between 8,000 and 10,000 customers at any given time, depending on policy activation and expiration, which I do wish would be taken into account in regards to our rating on the Revdex.com.  However, this complaint is not against the selling of a policy, or a cancellation of a policy.  As we have been forwarded administrator complaints if they are regarding a sale because the administrator is not responsible for sales, I don't believe the selling company should be held responsible for marketing issues, which are handled by a completely different company in a completely different state.  Again, I will have the GM verify our letter information, and send this letter to the marketing company to find out what the issue is with the phone number and company name.  As I have advised, there are multiple companies in this industry that use the same marketing company.  Mr. [redacted] would not receive any contact in any form from Car Care VSC.  Please remove this complaint, and list as INVALID, as it is not a customer complaint, and should be against a marketing company, not a selling agent. Thank you for your consideration.

I paid CarCare but I received the etended warranty card under car guard. There is no address on any website for carcare issueses. The book I received says carguard not carcare. I paid with my credit card over the phone and they never sent me a receipt so I do not have a receipt to produce.

It appears that there is a misunderstanding by the homeowner
about the [redacted] and the [redacted] process.
An [redacted] is defined as the act or process of developing an
opinion of value.
The [redacted] report is a summary of the information utilized to
develop the opinion of...

value.
In this case the purpose of the [redacted] was to assist the
lender in making an informed lending decision in a mortgage finance
transaction.  When this is the purpose of the [redacted] it is not uncommon
for a lender to ask for additional clarification and information that the
appraiser utilized to develop their value opinion to be included in the
[redacted] report. 
The [redacted] was never rejected by the lender.  What
occurred is the underwriter requested additional information and clarification
to be included in the [redacted] report.  This is a daily process with
[redacted]s as often underwriters ask for additional information to be included
in the report that the appraiser utilized in developing their opinion of
value. 
The additional information requested was considered and utilized
in the development of the [redacted], but at the request of the underwriter
additional information was requested to be included in the report. 
After the information was requested the first time, the
underwriter asked for additional information to be included that was not
originally requested.  The appraiser provided this clarification to the
underwriter within 24 hours of the request.
The borrower withdrew from the loan at some point in the process, but
this does not yield the [redacted] deficient as the information was utilized in
the development of the value opinion of the subject property.  It was only
clarification and additional information to be included in the report.  At
no point was the [redacted] rejected, it was just a request for clarification to
substantiate the appraisers opinion of value.  The [redacted] meets USPAP
and GSE’s requirements and a refund is not warranted.    Sincerely, United States [redacted]s

Complaint: [redacted]
I am rejecting this response because:
They rip people and they lie. They like to take people money.
Sincerely,
[redacted]

CarGuard Administration, INC has received this Revdex.com Complaint. CarGuard Administration is an administrator of Vehicle Service Contracts. This means that a dealership or direct to consumer sales agency pays CarGuard a fee to adjudicate their claims (they also often use other...

administrators as well). CarGuard does not directly market to customers nor does CarGuard collect any money from consumers. All monies collected by the dealerships or agencies are remitted to CarGuard Administration, INC. If Ms. [redacted] were to look at her contract, this relationship is clearly indicated on the application page. Our records show that Ms. [redacted] purchased her Vehicle Service Contract from CarCare VSC, LLC out of Saint Louis, Missouri on July 22nd, 2016. On September 15th, 2016, CarCare or their premium finance company paid CarGuard its administrative fee to administer the Vehicle Service Contract. At this time, we have not been notified by CarCare of any further activity on the account or records that Ms. [redacted] wishes to cancel. Ms. [redacted] should call CarCare directly at [redacted] directly to resolve her issue. We are hereby requesting that the Kansas City Revdex.com remove this complaint from our profile and place it on the profile of CarCare since this is a sales, marketing, and/or billing issue; or close this complaint out as information only, since CarGuard is only responsible for the adjudication of claims on customer accounts.

Contact Name and Title: [redacted] CS Manager
Contact Phone: XXX-XXX-XXXX
I did speak with Ms. [redacted], and her policy was cancelled and refunded to her card on the same day. I advised her that it would take 3-5 business days to see the refund, as the bank has to settle the funds, and because her...

card was closed it may take a bit more time. The first time I spoke with Ms. [redacted] was noon on August 17th. After that call, I immediately refunded 100 dollars, as per our conversation. The second call was later that same day. I cancelled the coverage at that point in time, and refunded the additional 150.00. Ms. [redacted] called our office yesterday and was confirmed that the policy was cancelled. I am unsure why she is making this claim, as it has not even been three business days for her bank to settle the refunds. We refunded this file, even though Ms. [redacted] claimed she filed a charge back with her bank on the 17th prior to speaking with us. This would mean that her bank already refunded her account. So at this point in time, if the charge back was filed, Ms. [redacted] has been refunded twice. I would like this complaint removed from our file as the customer jumped the gun and did not allow her account to settle to show that we did as she requested.

[redacted], the AIR is to intended to ensure the appraiser is independent in their assessment of a property.  The appraiser cannot be in violation of the AIR.  The reason he requested the previous appraisal was to verify property information.  The fact that the property did come in lower than the previous appraisal confirms that he did not use the value of that previous appraisal and did indeed remain independent in his opinion.  I am sorry this didn’t work out for you, but if you have an issue with the appraisal, please address those with your loan officer and have him contact us.  We will be happy to review your concerns. United States Appraisals.

Initial Business Response /* (1000, 5, 2015/08/06) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@carcarevsc.com
Ms [redacted] set up her policy with Car Care on June 18th, 2015. We give all of our customer's a 30 day money back guarantee. Ms. [redacted]...

contacted our office on June 16th to cancel due to our 3 Revdex.com complaints. We advised her that all were resolved, and explained that most companies have at least a couple of complaints. Ms. [redacted] stated she wanted to keep the policy, however, she wouldn't have the funds for her payment until August 1st. We advised her that we could move her payment dates to the 1st of each month to help her out. Ms. [redacted] agreed.
Ms. [redacted] contacted our office again on July 28th. We do have more than one representative but we try to make sure the same representative deals with the customer each time they call in, so the customer doesn't have to repeat themselves.
On the July 28th call, Ms. [redacted] stated she needed to cancel because she couldn't afford her payments. We offered her a discount, a term stretch and a partial payment. We advised her that once she made her partial payment, we could skip her next payment for her. Ms. [redacted] stated that would work for her. She called back a little later that day, and said she can't do that, and the file was noted to not process the payment. We advised her to send in her letter of cancellation, and we would process the cancellation and issue her refund. We received this letter on August 3rd.
Ms. [redacted] contacted our office again on August 5th, regarding her refund. She was advised that it takes 4-6 weeks for a refund, as there are three companies involved. Car Care, the administrator, and the billing company. We have to wait for the administrator to send us a refund breakdown before we can issue the refund. Most of the time, the customers receive their refunds within 2 weeks. We tell them 4-6 weeks, as their policy states, to make sure that everything is taken care of in a timely fashion. Refunds after 30 days cannot be refunded to a card, they must be mailed via check due to merchant rules. The policy was set up on June 18th. Therefore, August 3rd, the date we received the cancellation paperwork, is well outside of her thirty days. I will make sure she receives a full refund, but she will have to wait the processing time. This is not anything that we can get around. I apologize if Ms. [redacted] did not read her policy, however, all the information regarding cancellation is written out in the booklet that was mailed to her. Most companies that issue refunds have a standard refund time of 4-6 weeks.

Complaint: [redacted]
I am rejecting this response because: they call me multiple times and ask me if there was anything they could do and I told them no not at this time please send me my refund that I paid to activate the account and I am yet to receive my refund. After I canceled my policy they still charged $136.54 to my checking account and took the money out after I canceled my service and did nor authorize them to do that.  
Sincerely,
[redacted]

(The consumer indicated he/she DID NOT accept the response from the business.)
I would first like to address the payment portion of this claim. Yes I did start this policy on Sept. 29 and when the policy was started I also elected to have the funds automatically deducted from my account which is how the first payment of October on the 29th was deducted. I did understand that it took time to process the cancellation notice therefore the funds was in my account for the month of November to be deducted as well as December on the 29th of both months just for that purpose. Not any anytime for the months of November or December was I called to say any payments was NOT able to be processed via my bank. I can provide bank documentations to prove the money was there (if needed). Therefore when the funds was taken from my account on 1/5/16 that was not of my fault therefore no late fee should have been added to my account. If my payments was scheduled for the 29th of each month then that's when the payment should have been processed. At no time was I ever told there was a delay in the processing any claims (ie: some company say the due date is the 29th however it will take 2 days afterwards to be withdrawn from an account). Therefore I believe I am entitled to my refund in it's entirety.
Now in regards to the odometer reading: The information that I was told needed when called to cancel the policy is the information I provided. I thought I provided all being as though I sent in the "Declaration Page" of the contract given with all information requested on it (sale odometer reading as well as the expiration odometer reading is listed). At no time during any phone calls made on or before Jan 5th once I seen a deduction take from my account was I told any information submitted was missing or needed from [redacted] or [redacted] therefore that could have been provided. At any time have I ever received a phone call from anyone from this company explaining or informing me of anything. All calls made was made by me to them. When I spoke to [redacted] on 1/7/16 I was told the full refund amount will be giving to me by check within 4-6 weeks and he would see if he could speed up the process due to the error on there end. If any additional information was needed from me that's when I believe it should have been addressed and could have been provided instead of informing me that I will be refunded my full amount including the late fee which was deducted from my account in the amount of $186.33.
I should not be penalized for a error you all made or miscommunication on your end. I have provided all contact resources for anyone to get a hold of me if any additional information was needed. I have left messages for [redacted] to return my call with [redacted] due to the fact I choose not to deal with someone being rude every time I called. At no time have I ever received a returned phone call from [redacted] nor any real supervisor or higher authority. Now I'm being informed that I can not be refunded my money because a notarized letter simply giving/stating an odometer reading on my vehicle from a policy that was cancelled almost 2 months ago. Which that is more money I have to pay out. When I believe I could have been informed of this once the information as noticed to be missing from my cancellation request (so they say). The policy was only kept for 2 months and the first 30 days the policy could not be used therefore the odometer reading can't be too far off for your company to make this a big deal. I don't drive this car everyday this car was for personal use therefore the odometer reading is still well in between the information provided on the declaration page provided as the cancellation notice with a note attached to the side which I attached to the complaint when first made to Revdex.com.
So I am still asking for a full refund because I believe all information was given as requested especially being as though I was set up on the automatic deduction plan. Again I can be reached via email at [redacted]@yahoo.com; my cell phone number is [redacted] and my work number is [redacted]. If a person is unsatisfied with service, contract or have no complaints at all but feel as though they no longer need any companies service they have the right to cancel and not want there assistance. Yes the company did explain to me to send in the bill in which I had to pay out of pocket which was not coverage under this policy but I was already settled with Cancelling. I can not be held accountable for that as well. Another contribution in regards to cancelling my policy with your company was the continuance rudeness of your employee [redacted]. If there are any questions, concerns or comments I have again provided all contact information for me to be reached. Thanks Ms. [redacted]

Mr. [redacted], we are sorry that our service level in this particular case was not up to the level that we normally provide.  We take pride in our customer service and will review what possibly could have happened in this case. We will refund the remaining amount of $125.The reason we left out the...

$125 is because that is the charge from the Appraiser for going out to the property, doing the inspection and also reviewing the file for comparables.  It is unfortunate that the appraiser could not appraise the property due to a lack of sufficient comparables, but I assure you he did everything in his power to do so.Please understand it is standard practice to charge for a Trip Fee as it is money out of the pocket of the Appraiser.  United States Appraisals does not make any money on Trip fees despite the amount of time we may work on the file.  All proceeds go straight to the Appraiser.  United States Appraisals will be taking a loss of $125 on this particular case, but we feel it is a necessary loss to make the consumer satisfied with our service.Again, my apologies for our lack of service as you stated in the complaint.  I can assure you we will not let that happen again.Regards[redacted]CFO.

Initial Business Response /* (1000, 10, 2015/10/23) */
Contact Name and Title: [redacted] CS Manager
Contact Phone: XXX-XXX-XXXX
Ms. [redacted] set up a policy on her 2005 Pontiac Grand Am on September 17th, 2015. Her vehicle had 193,909 miles. Stated that she was a student, and money was tight. ...


Ms. [redacted] contacted us on October first and requested cancellation. We were attempting to assist her, because once the vehicle hits 200K, there is nothing that can be done, and a vehicle repair is going to really cause problems for her, and repairs are imminent at that mileage. She was given the procedures on how to cancel, as required by her policy administrator.
We received her letter of cancellation on October 12th. Due to human error, which no one is perfect, her monthly payments were not put on a statement. She called to inform us that the payment ran on October 19th. We have already requested that the billing company reverse that payment back to her card. We do not process payments on the weekend. The billing company cannot reverse the transaction the same day. They must request it the following business day.
This was requested on October 20th. It can take 3-5 business days for the money to be released back to her account. She should see it either today, or Monday at the latest.
We do apologize that this processed, as we were unaware that the file had not been put on a statement. But that transaction was already refunded, and as Ms. [redacted] agrees, the down payment takes 4-6 weeks to be refunded, though she is scheduled to have her check mailed out next Friday, October 30th.
Since Ms. [redacted]'s concern was regarding the monthly payment that was taken, and that payment has already been reversed with the billing company, we respectfully request that this be closed as INFO ONLY.
Initial Consumer Rebuttal /* (3000, 13, 2015/10/23) */
Yes, this is fine. However, the business's response is different from what I was originally told by customer service regarding the $184.17. I would like this documented in complaint as well, please. Thank you,
[redacted]

[redacted] and [redacted] set up this policy on September 30, 2015.  They filed a claim on the policy on November 9, 2015.  The claim was paid the next day.  The next time we spoke to either Ms. [redacted] or Mr. [redacted] was on March 1st, when we were advised to process the monthly payment...

on the 2nd or 3rd of each month.  After that, we did not speak to anyone on this file until May 6th, when Mr. [redacted] called to let us know that the vehicle had been totalled out.  We advised him at that time to send in a copy of the total loss paperwork and we would put his account on a bill so nothing additional would come off his card. We advised him of the address to mail the paperwork as well, and that his insurance company could even send a copy directly to us.  He contacted our office again on May 16th to verify the mailing address.  We haven't heard anything from Mr. [redacted] or Ms. [redacted] since the 16th of May.  However, this account is on a bill, and no additional payments have been processed since we spoke with him on the 6th.  I have attached copies of the notes section, and the payment system that show he is on an invoice, and that the last payment was taken on May 2nd.  I have also included the portion of their policy that states that all cancellation requests must be in writing with a notorized odometer statement.  The total loss paperwork is one sheet of paper from the insurance company which provides us the information needed without the customer having to get anything notorized.  Once we have received the paperwork, the policy will be cancelled out, and the pro rated refund will be processed and mailed out.   We cannot know a vehicle has been totalled out unless the customer calls to inform us.  We did not receive a phone call regarding the vehicle until May 6th.  I request respectfully that this complaint be closed as INVALID, as I have provided all the supporting documents that this policy is being closed out correctly.