Geico Corporation

Complaint: [redacted]
I am rejecting this response because:Geico has failed to admit they are wrong in what they did.  You CANNOT tell me I am covered with insurance and then revert it to not being covered due to a error in payment that could have easily been fixed but you failed to make me aware of this because you wanted to get my rate to become much higher then what it was.   What if I was in a major accident during April 23 to May 5, would you decide to cover me and then not cover me?  How could you say I am covered and then revert it back due to a simple error thathat was easily fixable?   Are you that money hungry to make someone under the assumption they  were covered when you quickly reverted it?   This is plain sick and disgusting that Geico conducts such cruel and deceptive tactics in their business.  
Regards,
[redacted]

July 30, 2014Dear [redacted]:I am writing to you in response to [redacted]’s concerns outlined in your July 28, 2014 communication.GEICO Insurance Agency, Inc. (GIAI) is an agent for [redacted] Insurance and [redacted] Insurance. As an agent we must abide by the rates, rules and...

guidelines set forth by the carrier.[redacted] contacted GIAI and purchased Dwelling Fire policy [redacted] effective May 28, 2014. The policy premium of $473 was billed to his mortgage company. No payment was received and a notice of cancellation for no payment was mailed to the customer.[redacted] contacted GIAI on July 2, 2014 stating that the policy should not have been effective until July 9, 2014. When the policy was re-quoted with the updated effective date the premium changed due to new rates being implemented by the carrier. [redacted] declined to make payment and on July 9, 2014 policy [redacted] terminated flat for non-payment.As [redacted] declined to provide payment or accept any of the options to rewrite coverage, there is currently no coverage provided through any carriers represented by GIAI.If you have additional questions or concerns, please contact me at ###-###-####.Jeff B[redacted] GEICO Insurance Agency, Inc.

August 6, 2014
 
Revdex.com OF METROPOLITAN WASHINGTON DC
         AND EASTERN PENNSYLVANIA                 
1411 K ST. NW
, 10TH FLOOR            
WASHINGTON DC  20005-3404
ATTN: [redacted]
            
Re: Policy Number: [redacted]
            ID Number: [redacted]
        Re: [redacted]
 
Dear **. [redacted]:   
 
This is in response to your email of July 30, 2014, addressed to Tony N[redacted] of GEICO.  Your letter has been referred to me for response as the Accounts Receivable Department is my responsibility.  
 
As stated in out prior letter of July 28, 2014, we originally allowed storage credit from August 28, 2013 to October 9, 2013.  That credit was for $72.19.  When [redacted] disputed the allocated time of storage with or Service Supervisor on November 4, 2013, we allowed an additional credit of $120.19.  The total credit allowed for suspension of coverage was $192.38.
 
This does not negate the fact that the November installment amount due of $133.48 was disputed on March 24, 2014, when we were clearly advised during our three way conversation between [redacted] and his financial institution that the payment would clear.  This is a legitimate debit for coverage provided and will be pursued. 
 
This is our final response to this complaint and we trust that this information is sufficient in order to allow you to close out this complaint.  If you have any additional questions or concerns regarding this issue, please feel free to give me a call at ###-###-####, ext. [redacted].
 
Sincerely,  
 
Barbara C[redacted]
Customer Advocate

June 27, 2014
Dear [redacted]:Thank you for your letter of inquiry dated June 20, 2014.The results of our investigation of the above referenced loss are as follows:On May 22, 2014, **. [redacted] reported this claim to us. We advised him of his rental coverage under his...

policy. On that same day, **. [redacted] advised that he was unsure of whether or not he would use a rental vehicle. An assignment was set up for an auto damage adjuster to inspect his vehicle.On May 28, 2014, the auto damage adjuster inspected **. [redacted]'s vehicle and a check was issued to him for the damages. On June 1, 2014, **. [redacted] spoke with us to advise that he was in need of a rental vehicle. At this time, a direct bill with [redacted] Rent-A-Car was established and a rental reservation number was given to **. [redacted]. On June 2, 2014, **. [redacted] called and spoke with us advising that the [redacted] Rent-A Car location the direct bill had been set up through would not have any vehicles until June 4, 2014. We advised **. [redacted] that a direct bill could be established with any rental company. **. [redacted] stated he was unaware of any other rental companies as he lives in a rural area.On June 18, 2014, **. [redacted] contacted us for a status of the repairs to his vehicle. During this conversation he advised he did not obtain a rental vehicle because there wasn't one available for him previously. We located several rental companies for **. [redacted] that would possibly fit his schedule. We also sent correspondence to the auto damage adjuster inquiring as to the completion of **. [redacted]'s vehicle. On June 19, 2014, we made outbound calls to four rental companies attempting to get **. [redacted] into a rental vehicle. Due to the time of day and the distance that **. [redacted] was located from these companies, we were unable to successfully find a company that would work for him. On June 20, 2014,we spoke with the shop that was repairing **. [redacted]'s vehicle and they advised that the repairs had been completed the previous day. We communicated this to **. [redacted] and subsequently closed out the rental portion of the claim as no rental vehicle was utilized.Claims supervisor [redacted] spoke with **. [redacted] on June 24, 2014 to discuss his concerns. He confirmed that he did not use a rental vehicle for this loss.If any additional information is needed, please contact [redacted], Claims Director at ###-###-####.

December 1, 2015
Revdex.com
Attn: [redacted]
1411 K St. NW, 10th Floor
Washington, D.C. 20005-3404
Re: Customer Name: [redacted]
Case Number: [redacted]
Company Name: GEICO County Mutual Auto Insurance Company
Policy...

Number: [redacted]
Dear Ms. [redacted]:
This is in response to your correspondence received in our Washington, D.C. Executive Offices. It was referred to the Dallas, TX Regional Office for a reply.
We apologize to Mr. [redacted] for any misunderstanding regarding his auto policy overage on the 2010 [redacted].
We have reviewed Mr. [redacted]’s policy and added the Collision coverage to the 2010 [redacted], with a $501.00 deductible, effective October 21, 2015. We will honor the claim submitted November 21, 2015 for the occurrence.
Our associate, Marie B[redacted], called and spoke with Mr. [redacted]. Ms. B[redacted] advised a Claims associate will be in touch with him regarding the claim handling process. We are unable to provide Mr. [redacted] with any inconvenience or emotional compensations.
If you need additional information, please contact Patti K[redacted] by telephone at ###-###-####, from 8:00 am to 4:30 pm CST, or by email at [redacted].
Sincerely,
Matthew Z[redacted]
Assistant Vice President
Cc: [redacted]
[redacted]
Frisco TX 75035-2254

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

April 29, 2014
Dear [redacted]:I am in receipt of your letter received electronically in my office April 28, 2014 regarding the abovementioned complainant. I am responding to the insured concerns as it speaks to her refund on her homeowner policy through [redacted] Insurance...

Company as a result of her request to cancel same.GEICO Insurance Agency, Inc. is a sales agent for [redacted] Insurance Company. As such, we are required to abide by their underwriting guidelines for new and renewal businessIt has been determined that [redacted] refund in the amount of 758.00 has been processed and mailed to her on April 28, 2014. The policy was cancelled flat effective April 15, 2014 per her request. We apologize for any delay in said refund however the refund is processed through the [redacted] system.If you have additional questions or concerns, please contact me at ###-###-####.GEICO Insurance Agency, Inc.

June 5, 2014
Dear [redacted]:We have received your letter requesting assistance on behalf of **. [redacted]. I welcome the opportunity to respond to his concerns.
On January 1, 2014, **. [redacted] purchased a GEICO Casualty Company policy at geico.com without the assistance of an...

agent with an effective date of January 2, 2014. In the online application process we ask applicants to declare any suspensions or DUI convictions in the last ten years, and verify whether they have experienced any theft or vandalism claims, accidents, or other convictions within the last five years. In his application, **. [redacted] declared a conviction on July 12, 2008 for Driving After Rescinded License and a suspension on December 18, 2007 for Driving Under the Influence.**. [redacted] also elected to pay his premium in monthly installments using our Recurring Card Payments (RCP) automatic payment program. When a policy is enrolled in RCP, payments are automatically extracted from our customers credit card on a specified due date and updated RCP schedules are sent after premium endorsements. In this case, **. [redacted]s payments were set-up to be drafted on the second day of each month.
On February 1, 2014, we completed an underwriting review of **. [redacted]s new policy and discovered two undeclared convictions after obtaining his Motor Vehicle Report. Both convictions occurred on December 14, 2012, one for Failure to Obey a Traffic Device and the other for Operating a Car without a Valid Drivers License. Accurately rating for the addition of this new activity generated a prorated increase of 226.83 in his six-month premium. We contacted **. [redacted] that day to explain this increase in premium and the following day an updated RCP schedule was sent to ensure he was aware of the upcoming RCP amounts.
After his March 2, 2014 payment of $195.91 had been drafted, **. [redacted] telephoned us on March 2, 2014 to request the cancellation of his policy. His policy was cancelled as of March 3, 2014 and a refund check in the amount of $116.59 was mailed to him. However, on April 2, 2014 our Accounts Receivable department received a request from **. [redacted]s credit card company disputing his March 2, 2014 payment and we contacted **. [redacted]. He explained he had received our refund but did not cash it as he had disputed his March 2nd payment with his bank. Our Accounts Receivable agent explained that by placing a stop pay on this payment and adding those funds back to his policy balance; we would be billing him $79.32.
**. [redacted] then contacted us via our website on May 20, 2014 to question his policy balance and this bill. Our Internet team explained that since his policy premium was adjusted, his January down payment and February payment did not cover the full first two months of coverage which resulted in the bill. This is also evidenced by the refund sent in the amount of $116.59, rather the full 195.91 paid on March 2, 2014.
We apologize for any confusion; however, we are unable to adjust the billing for **. [redacted] policy. Our records show that the $79.32 balance was paid on June 2, 2014.For your review, we have enclosed a statement of account for **. [redacted]s policy.
I hope this information is helpful in resolving **. [redacted]s concerns, but if you have any additional questions, please contact my associate, Jason Ray, at ###-###-####, extension [redacted].

March 13, 2014
Dear **. [redacted]:
This will acknowledge receipt of your request regarding the above named insured’s private passenger automobile policy. I have carefully reviewed the matter and my findings are as follows:
In **. [redacted]’s correspondence to...

your organization he alleges that GEICO increased his premium based upon a loss which he describes as his car going over an object “(probably a stone”) during a snow storm. He has requested that GEICO tailor the loss so that it does not impact his premium.
GEICO’s records show that **. [redacted] disclosed his loss to the GEICO claims department as running over the curb that was not visible as he was moving over to avoid another vehicle. This loss would be considered surchargeable based upon the description, but is not being surcharged at this time. The increase in question was due to a change in rated location from Rhode Island to Massachusetts. **. [redacted] advised of a different rated location than what he was being rated for when he filed the claim in question.
It is GEICO’s position that all proper procedures were followed in handling of the policy in question. If you have any questions, or if GEICO can be of any further service in this matter, please contact me at ###-###-####.
Very truly yours,

April 16, 2014
 
Revdex.com of Metropolitan
Washington DC and Eastern Pennsylvania
1411 K St.  NW, 10th floor
P.O. Box 149104
Washington, DC  20005-3404
 
Attention: [redacted]
 
RE:         CASE
NUMBER:                 [redacted]                                                                                               
                                COMPLAINANT:
                              [redacted]
                                INSURED:
                                        ...⇄ [redacted]
CLAIM
NUMBER:                              [redacted]                                   ...⇄
POLICY
NUMBER:                            [redacted]
DATE OF LOSS:                                 February 26, 2014
COMPANY:                                        
 
 
Dear **. [redacted]:
 
Thank you for your letter of
April 7, 2014.
 
On February 26, 2014,
[redacted] made a claim on his 1999 [redacted] under his Collision
Coverage. The accident description stated that he lost control of his vehicle
and went into a ditch.  He advised that
his vehicle sustained water damage.  
 
**. [redacted]’ vehicle was
inspected at [redacted] in [redacted], TX on March 5, 2014 by Auto Damage Adjuster
[redacted].  It was determined that,
due to the aftermarket wiring in the engine, the vehicle would need to be
diagnosed for water damage to the engine at a repair shop.  **. [redacted] chose [redacted] as his
repair shop of choice.  On March 13,
2014, after the diagnosis was completed, Auto Damage Adjuster [redacted] re-inspected
the vehicle for supplemental damage and reviewed the information with the shop.
 The repair shop determined that there
was no evidence of water injection into the engine. There is no evidence to
support that **. [redacted]’ engine issues are being caused by water damage.
 
We agreed to tow the vehicle
back to **. [redacted]’ residence and have paid for his rental up to his policy
maximum limit.
 
If there are any additional
questions, please feel free to contact Claims Manager [redacted] at ###-###-####.
 
Sincerely,
 
 
[redacted]
Assistant Vice President

April 7, 2014Dear **. [redacted]:Thank you for your email, received by GEICO on March 31, 2014, to Tony [redacted] regarding [redacted]’s complaint. **. [redacted] asked that I respond on his behalf and I welcome the opportunity to do so.We regret that **. and [redacted] have...

chosen to no longer insure their vehicles after 15 years with GEICO. We wish them well in their future endeavors and hope that they will consider us as their insurer in the future.As a publicly posted website, and to avoid the risk of releasing personal or private information, we are only able to address **. and [redacted]’s concerns generically through the Revdex.com. If **. or [redacted] would like to address any specific issues, they should call the appropriate member of GEICO management which applies to their complaint for assistance.In regards to the rating of their policy, insurance is a pooling of resources from all policyholders so that funds are available to pay claims when they occur. “Many share the losses of a few” is often how we express this pooling concept. Therefore, their rates and everyone else’s, to a degree, are based on the driving habits of the public at large. Other factors, such as escalating health care costs and automotive repair costs, will also drive insurance premiums higher. We can assure **. and [redacted] that we do everything possible to keep our rates competitive.I hope this information has been helpful. Once again, I would like to offer **. and [redacted] the opportunity to address unresolved claim issues. Should they wish to do so, they may contact their claims representative and request to speak to a member of management. If there are any additional questions, you may contact my associate, [redacted], at ###-###-####, extension [redacted], and he will be glad to assist you.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:I have had Geico for many, many years as my insurance provider.  I have never had to submit any insurance claims, nor have I ever missed a payment.  I have been a loyal customer and this is how I am treated??  This is totally unacceptable!  It's bad enough that every time my policy renews the price goes up, through no fault of my own but because apparently the area I live in gets more and more high risk.  The lack of customer service and understanding in this situation is appalling.  I will be changing to a different insurance carrier as soon as possible, the fact that they are willing to lose a long time customer over a $20 fee speaks volumes, and I will be informing many people about the way I've been mistreated by Geico.
Regards,
[redacted]

Geico insurance quoted a price then in three days changed the price would not have purchased the vehicle. They did nothing to help. Could not afford the insurance after the car was bought.

July 9, 2014
Dear **. [redacted]:Thank you for your letter of July 3, 2014.On June 30, 2013, **. [redacted] reported this accident to us. She advised her 2012 [redacted] was involved in a hit-and-run accident while she was attempting to parallel park on [redacted]. **....

[redacted] was able to provide us with the license plate number of the vehicle involved in the loss. We conducted a tag trace and were able to find information for the vehicle owner and the last known insurance policy which was with [redacted]. Unfortunately, when we contacted [redacted] we were advised that the policy was no longer active.On August 8, 2013 the file was assigned to our Payment Recovery Unit where we began efforts to collect what was paid to **. [redacted], along with her $500 deductible. We conducted additional research which did not yield any new insurance information for the responsible party. To the best of our knowledge the vehicle that struck **. [redacted] is uninsured.We made multiple attempts to reach the individual identified as the owner of the vehicle, but we received no response. On January 14, 2014 we turned the matter over to a collection agency. To date they have also been unsuccessful in their recovery efforts.We apologize for any inconvenience this has caused **. [redacted]. At this time it seems unlikely we will be successful in recovering her deductible. If she wishes to take further action against the individual responsible for the accident, she will need to do so before the statute of limitations expires on June 28, 2015. If you have any questions or need additional information, please contact [redacted], Claims Manager, at ###-###-#### X[redacted].Sincerely

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: I do not agree with these charges. Out of a 30 day monthly cycle, if I cancel my service, then you're not supposed to get more of a percentage than is owed. I invite Geico to do what is right and reduce these charges accordingly.
Regards,
[redacted]

May 9, 2014
Dear [redacted]:We received your letter regarding **. [redacted]s concerns.We regret hearing the difficulty **. [redacted] experienced when questioning his billing cycle. After trying several times to respond to **. [redacted]s question via email, he was advised to call our corporate...

office. Our agent made this suggestion, in hopes that by discussing his policy over the phone **. [redacted]s question would be better understood and he would receive the information he was requesting.**. [redacted]s policy was on a monthly billing cycle since its inception. **. [redacted]s payments were set up Recurring Credit Card. Each payment was extracted on the 10th day of every month. **. [redacted]s policy renewed on April 10, 2014 and his renewal payment was received by April 17, 2014.On May , 2014 **. [redacted] emailed us and requested to have his policy cancelled as of May 15, 2014. The policy was cancelled as he requested and an email was immediately sent informing him of the balance due on the policy. Since the policy was cancelled prior to the October 10, 2014 renewal date, the credit was calculated using the required short rate method defined in the North Carolina Personal Auto Manual. **. [redacted]s policy was in effect for 35 days resulting in 30% of the $1,112.68 premium owed. **. [redacted] submitted a payment for $188.45 which included $6.00 in service fees. By our calculation the earned premium of $151.35 is correct.If you have additional questions regarding this matter, please contact [redacted] at ###-###-####.

We contacted Geico in December because the normal monthly bill had not been taken out of our account. Geico billing said that they would take care of it and force the bill to go through on our checking out. Unfortunately the customer service representative did not verify the checking account, and put the bill on our old checking account - an account that we have not used in over 9 years. The only reason we even keep this checking account open ($5 balance) is because we have a loan with our old credit union that is still open. Geico erroneously billed the wrong checking account, and because of that I was charged a $28 overdraft fee from my SMCU. My credit union said that if Geico reversed the charge, that they would waive the fee. I contacted Geico, and their billing person said no problem. We just need to charge the correct bank account (NFCU) and we can refund SMCU. What did they do? They charged my NFCU account, and then issued the refund to my NFCU account. Essentially doing nothing, and my SMCU still has a negative balance. I now have to pay the overdraft fee of $28 because GEICO employees are inept at their job. They say there isn't anything that they can do. Well, how about crediting the correct account? or contacting SMCU and telling them that they screwed up?

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  I, [redacted] the policy account holder never authorized an addition or modification to my insurance policy.  When my daughter, [redacted] purchased her car, a 2008 [redacted], my daughter called Geico to get coverage by starting a new account for her own car.  I assumed this was done because I certainly did not contact Geico to authorize any new vehicles to my account.  I had already told my daughter that I would pay for her auto insurance because she had recently moved into an apartment and I did not want her to be without insurance so I agreed to cover that cost.  So, my daughter requested insurance on her auto but Geico assumed that she wanted to transfer coverage of the 1999 [redacted] over to the 2008 [redacted] which was not my intent.  [redacted]'s car was registered in her name only and located at a different address so my intent was for [redacted] to have her own insurance for which I would pay the premiums.  Some how this got twisted up into something I did not ask for.  Geico did send billings and other documentations to me but I assumed it was because I was paying the premiums so I did not question them at that time.  I even tried to access the account online but was not allowed access to the account.  When I called Geico to inquire about the account I was told that I needed [redacted]'s authorization to get access to her account.  So I assumed all was in order with her account.  I reminded the customer service person that I was the one paying the premiums but she reminded me that I still needed [redacted]'s okay to access her account.  So access was given.  [redacted] will send a letter stating that she called for insurance to be started in her name on her car and not for her car to be transferred onto my account.  I don't know what else to do to correct this mistake or misunderstanding but it's costing me time and money.
Regards,
[redacted]

July 8, 2014

face="Times New Roman"> 
[redacted]
Revdex.com of Metropolitan WashingtonDC and Eastern Pennsylvania
1411 K St. NW, 10th Floor
WashingtonDC20005-3404     
Case #: [redacted]
 
Dear [redacted],
 
We have received your order to stop solicitation mailings to [redacted] address. We apologize for any inconvenience this may have caused. 
 
The address is now on our Do Not Mail opt out file, and as per our standard practice we have suppressed it from mail marketing campaigns. We continuously monitor the integrity of our mail opt outs and their application to mail marketing campaigns to ensure opt outs are not mailed for marketing purposes in the future.
 
We apologize for any inconvenience, and if you have further issues with receipt of GEICO marketing mail I would be glad to assist you directly in correcting the issue.
 
 
Sincerely,
 
[redacted]
Database Marketing Coordinator
[redacted]
###-###-####, extension [redacted]

March 13, 2014
Dear **. [redacted]:
We have received your letter requesting assistance on behalf of **. [redacted]. I welcome the opportunity to respond to his concerns.
Our records indicate **. [redacted] began insuring with us in 2011. Since that time, he...

elected to pay his premiums in monthly installments and chose to pay those installments using a credit card and our Recurring Card Payments (RCP) program after January 31,2013. When a policy is enrolled in RCP, payments are automatically extracted from our customer’s account on a specified due date. RCP schedules are sent after premium endorsements and beginning of each renewal period, along with pertinent renewal documents. **. [redacted] provided a [redacted] card ending in [redacted]. He also elected to enroll in our paperless policy and billing programs (ePolicy and eBill), which provide the benefit of receiving policy documents and installment bills via email. **. [redacted] provided us with an email address of[redacted] for these programs.
In keeping with his monthly pay plan on December 22, 2013, we emailed **. [redacted] an RCP extraction reminder for January 1, 2014 in the amount of $48.91. Since he also requested enrollment in our Text Alert program, our email was followed by a text message to **. [redacted] advising of the upcoming January 1st payment extraction. As scheduled, we attempted to draft this payment on January 1, 2014; however, the payment was declined by **. [redacted]’s financial institution. As a convenience, our system submits an electronic payment request a second time before it is considered a returned payment; unfortunately, the payment was declined again.
In the meantime, **. [redacted]’s upcoming renewal was prepared so the failed January payment was combined with his upcoming bill due on February 1, 2014. On January 22, 2014, our RCP reminder bill and Text Alert were sent to **. [redacted]. These notices advised an amount of $93.34 due on February 1, 2014. These were followed by an amended RCP extraction schedule showing the upcoming drafts to be collected from his [redacted] card ending in [redacted]. Regrettably, the February 1st payment was declined again after both attempts to collect the funds. As a result, a cancellation reminder notice was mailed on February 7, 2014 to advise that a payment was needed by February 18, 2014, to avoid a lapse of insurance. Our cancellation notices are sent Post Office Receipt Secured (PORS) which means the postmaster guarantees it was mailed.
On February 10, 2014, **. [redacted] contacted us to inform us of unexplained charges of $61.86 and $66.38 from GEICO on his or his parents’ account We explained we did not show a payment of either amount applied to his policy. **. [redacted] did provide a credit card number for the charges but when we searched by the information provided we were unable to locate the charges in question. We requested he provide a running bank statement so we could research the issue.
On February 18, 2014, **. [redacted] contacted us again to discuss the charges to his account and we again requested a running bank statement to research the issue. He provided documentation from an account ending in [redacted] later that day; however, the documents provided did not indicate a financial institution or **. [redacted]’s name. We researched the amounts and accounts listed on the documentation provided but were unable to locate any related to **. [redacted]’s policy. We explained both the January payment of $48.91 and February payment of $93.34 were not honored by the account he enrolled in RCP, [redacted] card ending in [redacted]. We explained **. [redacted] would need to file a dispute with his bank for any charges he believed to be unauthorized. Additionally, we ensured **. [redacted] was aware his policy would cancel without a payment.
The following day, we spoke to **. [redacted] and his bank via a three-way call. His bank explained the $61.86 and $66.38 payments were taken from his account. While our Accounts Receivable department did locate a GEICO policy with the payments in question, due to privacy regulations we were unable to release any information from this policy to **. [redacted]. Again, we explained he should dispute the charges with his bank.
We sincerely apologize if our company procedures for safe guarding personal information have caused **. [redacted] frustration. We are bound to comply with privacy laws and it was for this reason we repeatedly informed **. [redacted] that he should dispute these charges with his bank.
For your review, we have enclosed our RCP draft schedule and text history for **. [redacted]’s policy. I hope this information is helpful in resolving **. [redacted]’s concerns, but if you have any additional questions, please contact my associate, [redacted], at ###-###-####, extension [redacted].
Sincerely,