Direct General Insurance Company

Hello, We received an order on *** ,from *** - Attached snapshot at Fri, Feb 2, 2018, 7:AM PTOrder was shipped in the afternoonTracking # *** (UPS)Our hours of operation are A.M to P.M ESTWe received emails from the customer One was Order
Cancellation on 02/02/at 2:PM PSTOther one was when customer called *** on 02/02/18, 2:PMScreenshots attached.We reply to all emails in the order they are receivedThese emails were responded to in hours minutes, as you see in the screen shot attachedCustomer was emailed back stating that we have to intercept the order and then we can issue the refund, which we should be able to do the next business daySince there was no fault of ours, so we have to subtract the original/intercept fees.Looks like customer's account was hacked/identity has been stolen, which we are sorry to know.If customer's complain is such that we didn't reply to her emails, then we apologize but *** gives us a timeline of hours to reply back to the emailsHowever, we did reply to her as soon as we could*** is notorious of sending emails to spam folders, so you may want to ask our customer to check her spam folder.Additionally, as I said, we will be able to issue the credit once we are able to intercept the package and bring it back with usAs a courtesy, we will issue the refund by Monday itself.Finally, such a complain is not warrantedDo let us know should you have any questions.Thank you,*** ***