GENTERA

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] She is incorrect on several statementsOne, we never received the original forms she spoke ofI am sure they were lost in their system as that seems to be a common occurrence as noted by the fact that the form sent to us in may, which we immediately returned was noted by them to be received and lost when transferredThis came to light when our mortgage company informed us we were no longer covered by liberty mutual and they were going to cover us under their policyNo letter or emailed was sent regarding our loss of coverageThe loss of the form(sent to them in May) was admitted to our mortagage company on a three way call between my wife, [redacted] and a representative at liberty mutualSo their statement that we failed to send that form is falseThey negligently lost the form during their processing between who we sent the form to and the main officeNext, she left out the part that several of their employees told us we were either covered during the final process or "not" covered, which left us not knowing whether we were covered or notThey also informed us we have not been covered since May 30, which was told to us by several of their employees with the final one saying since your policy was reinstated, it would have covered youBut in fact, if our house burned down July 5th, we would not have been covered and they want us to believe they would have covered us even though our insurance had lapsedNow to top everything off, the cancellation letter I sent them to cancel our policy was also lostEven though they sent am email stating they received it, they had no record of it and it needed to be resent to cancel the policyThis was only determined when we called to find out how the refund was going to be processedWe again had to send the cancellation form and it was sent to a person supposedly higher in the customer care chain of commandIt took several times sending it before we received once again, a letter confirming they received itNow we wait to see if our refund actually gets processed and sentThey also charged us for the time we were not covered Regards, [redacted]

Dear Ms [redacted] ,This is in response to your December 29, correspondence to the Revdex.comI am truly sorry for your unfavorable experienceHowever, our records do not reflect receipt an additional payment; therefore, we are unable to issue a refundHowever, with that being said, I appreciate the opportunity to respond and hope to provide the clarity you are looking for.With our monthly Electronic Funds Transfer (EFT) payment option, the payment is submitted to your bank on the date you selectHowever, there may be a delay if the payment date falls on a weekend or holidayIn those cases, the payment will be processed the following business dayIn addition, there may be a delay for your bank to process the payment and we advise our customer’s payments will be processed within one to three business daysIf the funds are not available in your account at the time of withdrawal, a second attempt may be made by your bank within ten business days in order to process the paymentIf the second attempt is unsuccessful, the payment will be returned as unpaid and the following month’s EFT withdrawal will include the previous month’s balance in addition to a returned payment service charge if applicableOur records reflect that we submitted the November EFT payment on November 25, 2016; however, on the bank statement you provided, there is no withdrawal from Liberty Mutual on that dateThe bank statement reflects the December 9, payment in the amount of $was a “retry pymt” of the November 25, EFT payment processed which suggests the funds were not initially availableThe next payment was therefore processed as scheduled on December 26, Based on the above information and our records, there were no duplicate payments received for this policyThis policy was cancelled at your request effective December 31, After the cancellation, a $2,credit was applied to the policy and a $bill fee was removedThe policy reflects a $credit balance; however, if the December 26, EFT payment is returned unpaid, a balance will be owedPlease contact me at the telephone number listed below to discuss the billing and options availableI enclosed a billing history for your review Ms [redacted] , thank you for contacting usI hope your questions have been answered todayIf not, and you have any other questions or feedback to share, please do not hesitate to reach out to me directly at any time—I will be more than happy to assist you.Sincerely, [redacted] Associate Customer Care SpecialistCustomer Care UnitPhone: [redacted] Enclosure

Dear Mr***,This is in response to your August 15, correspondence to the Revdex.com I am truly sorry for your unfavorable experience and appreciate the opportunity to respond to your concerns My hope is to provide the clarity you are looking for.First of all, I regret any miscommunication regarding the vehicles insured under this policy The [redacted] was added to this policy effective February 25, at your requestWe document all our interactions with our customers and our records reflect you requested to keep the [redacted] on this policy until it was soldThe Declarations page issued to you outlined that there were now three vehicles instead of two with the addition of your *** When your policy renewed June 22, 2015, the renewal documents issued to you confirmed coverage was still being provided for the ***.Your policy renewed again effective June 22, The renewal documents issued to you on May 19, outlined the [redacted] continued to be one of the three vehicles insured under this policy On May 26, we received notification from you that the [redacted] should have previously been removed While we had no record of receiving a prior request from you to complete this change, the vehicle was removed from the policy retroactive to March 3, at your request.This change resulted in a premium credit of $for the policy term and a $1,credit for the policy term Prior to this change, there had been two remaining $Electronic Funds Transfer payments scheduled on May 20th and June 20th to pay your policy term in full Since you placed a stop payment on your May 20, Electronic Funds Transfer withdrawal, the payment in May was unsuccessful You therefore owed $for the policy term So the net credits were $for and $($1,less $balance owed) for totaling $ Your June 22, renewal premium was adjusted to $2,after the [redacted] was removed On June 1, the $and $credits were rolled over to the renewal policy term adjusting your balance to $1, However, after you spoke with a customer service representative on July 25, 2016, you indicated your preference to receive a refund for the prior year credits A $refund therefore issued directly to your bank account on July 26, Your renewal balance due was adjusted again to $2,With respect to your concern that we did not respond to your request to cancel this policy, we require a 2A form or Notice of Transfer of Insurer before we may cancel this policy This is a state-mandated procedureSince the policy remained active until the form was received, the bills continued to issue for the renewal term and a $bill fee plus $cancellation fee were added, adjusting the balance to $2,569.After receiving the 2A form, this policy was cancelled effective July 25, to correspond with the date you secured alternate coverage We applied a $2,cancellation credit to the policy balance for the unused portion of the policy term and removed the $in fees This resulted in an adjusted balance due of $ A $bill issued to you August 18, due September 7, I enclosed billing histories detailing all the transactions, payments received, and balance due When your policy was first established, you may recall receiving a new business packet, which outlined some information on policy cancellations, including money owed after cancellationIt states that if a customer cancels a policy mid-term, there is a “short-rate provision,” or penalty, applied to the balance owedYour renewal term was in effect for over a month yet we never received a payment The absence of any payments remitted along with the short rate cancellation provision resulted in a $remaining balance due A $final bill issued to you August 18, due September 7, which appropriately reflects the premium due for coverage afforded through the cancellation date.In summary, we are diligent about ensuring policy documents are issued to our customers outlining the coverage providedA cover letter is included asking our customers to review the information and to contact us if needed While we are always happy to assist our customers, we also expect to be notified when a change is required Our records reflect we promptly removed the [redacted] from the policy once we received notification to do so When you contacted us with your preference to receive a refund versus a credit to the renewal term, we issued the refund to the same account from which the payments were drafted.Mr***, thank you for contacting us with your questionsAgain, we are truly sorry your experience was unfavorable as we always strive to provide exceptional service If you have any other questions or feedback to share, please do not hesitate to reach out to me directly at any time—I will be more than happy to assist you.Sincerely, [redacted] Associate Customer Care SpecialistCustomer Care UnitPhone: ###-###-#### Fax: ###-###-####

Dear Ms [redacted] ,This is in response to additional correspondence to the Revdex.com I appreciate the opportunity to further respond Regarding your request for further escalation, when you contact the Revdex.com your correspondence is received by our Presidential Service Team When a customer contacts our Presidential Service Team, this is the highest level of escalation Prior to sending my original response, I involved the appropriate management to also review your concerns With respect to your comparison of our rate based on the rates you have received from other insurance carriers, I am unable to speak to the premium you obtained from an alternate carrier Each insurer calculates rates based on past loss experience and expenses There is no universal rate charged by all insurers The products and services offered by each carrier may also differ While we appreciate your concern, the premiums we charged for your policy were appropriate for the coverage provided As indicated by my prior response, you were notified of the increase in your monthly EFT payment amount, prior to the withdrawal taking place We make sure to allow enough time prior to the withdrawal date, for you to notify Liberty Mutual if you wish to discontinue this form of payment However, our records do not indicate we were not notified of any concernYou indicate that you have obtained alternate coverage; however, we have still not been notified of the effective date of cancellation Therefore, your policy remains active In order to process a cancellation, this information is still needed The Declaration’s page, confirming your new effective date, may be forwarded by facsimile to [redacted] , email to [redacted] , or mail to [redacted] Also, if you prefer to contact me by telephone with this information, I may be reached at [redacted] from 8:a.m– 4:p.mMonday through Friday or you may leave a message with the date if I am unavailable Once we have the date you obtained alternate coverage, we will process the cancellation of your policy the same day Mrs [redacted] , we appreciate you bringing your concerns to our attention While I respect this is not the outcome you had hoped for, please understand we have researched your concerns and there is no further appealIf you have further questions or concerns unrelated to this matter, I will be happy to assist you.Sincerely, [redacted] Associate Customer Care SpecialistCustomer Care UnitPhone: [redacted] Fax: [redacted]

Please note that our previous response acknowledged that we only sought a diploma to confirm the highly educated worker discountIt was also acknowledged that an account credit was included in the price offer In order to qualify for an account credit a home policy was required Since it was our error in offering the homeowner versus renter account credit, we honored the quoted premium Subsequent changes to the policy, such as adding vehicles, will change the term premium Further, when the policy renews in the account credit will be amended to reflect a renter account discount

Dear Mr [redacted] ,This is in response to your August 3, correspondence to the Revdex.com regarding the refund on your automobile policyI appreciate the opportunity to respond in the hopes of providing you with the clarity you are looking for.Please accept my apology for your recent service experienceWe expect our representatives to provide complete and accurate information and to be responsive to our customers’ needsI regret this is not consistent with what you describedYour feedback will be used to review what we could have done differently to ensure a positive experienceOur records show the automobile initiated effective August 1, and a down payment of $was remitted at the policy inception.The cancellation credit posted to your policy balance on July 25, However, most financial institutions will submit funds on an account holder’s behalf when payment is requested, then retract the funds if they are not available within days Therefore, a hold was placed on this refund of days to confirm the payment would not be returned Since the hold has been released a $refund check was mailed on August 9, Please allow up to two weeks for receipt A billing history is attached for your review.While we regret any inconvenience caused by this matter, when you spoke to our customer service department on August 3, we offered to contact your financial institution to verify the funds would be paid to Liberty MutualAt the time of your call, we advised you would need to be on the line for any information regarding your account to be released You indicated you were at work and unable to stay on the line; therefore we were unable to expedite the refund request Mr [redacted] , we are sorry to have lost you as a customerI hope all your questions have been answered todayHowever, if you have any other questions or feedback to share, please do not hesitate to reach out to me directly at any time—I will be more than happy to assist you.Sincerely, [redacted] J [redacted] Associate Customer Care SpecialistCustomer Care Unit [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below I would very much like to resolve this issue but as it stands Liberty Mutual has not agreed to reimburse me for any of my out of pocket costs despite the fact that their driver was at faultThey have not asked how much I spent on this matter or even given me a call or direct email trying to agree to a fair monetary agreement regarding the damages caused by their driverI would like someone to reach out to me directly & I would like to be paid back for the losses I have sustained regarding this case.I would like whomever is handling this matter to call or email me so we can get this taken care of quickly, efficiently, and fairlyI do not feel as though I am asking anything unfair or out of line as their driver was at fault, 100% at fault according to the police officer on the scene, and 70% at fault according to them - WHICH SEEMS ODD THAT THEY ARE CLAIMING ONLY 70% OF THE FAULT BEING THAT THEIR DRIVER MADE AN ILLEGAL LANE CHANGE IN A [redacted] SIZED DELIVERY TRUCKWHEN SOMEONE IS INCA LB DEATH MACHINE THEY SHOULD BE 100x AS CAREFUL AS ALL OF THR OTHER DRIVERS IN THE ROADMy car was absolutely managed from top to bottom where he smashed into itAgain, please call me or email me directly so we can handle this issue and finally put it to bed after almost months Regards, [redacted]

Dear Ms [redacted] , This is in response to your correspondence received through the Revdex.com on June 21, regarding your automobile policy I attempted to contact you by telephone and email and I appreciate the opportunity to respondThis policy initiated online February 19, with an effective date of February 20, The application was signed February 19, Our records indicate you printed documentation February 26, and emailed us a request to [redacted] in order to have Identification Cards emailed to you on March 20, This policy cancelled effective April 28, for non-payment of premium following unpaid bills issued February 22, and March 21, and an unpaid cancellation notice issued April 13, due prior to April 28, After cancellation, a final $bill issued to you on May 4, due May 24, Liberty Mutual uses a third party vendor, [redacted] to secure past due premium owed for cancelled policies Policyholders are referred to ***when their policy has cancelled and the final bill remains unpaid Since this balance remained unpaid, it was referred to collections on June 13, You indicated that you had requested your policy be cancelledI regret we have no record of receiving a request to cancel this policy prior to this correspondence I attempted to contact you by telephone but was unsuccessful In addition, I emailed you June 23, requesting the effective date you wished to cancel this policy, but did not receive a response that included a dateOnce I receive information regarding the date your new policy started, I will be happy to amend the cancellation of our policy to reflect the effective date of your new policy and the balance due would be adjusted accordingly You may contact me directly at [redacted] between the hours of 11:a.mand 7:p.mMonday through Friday or by email at [redacted] Ms [redacted] , thank you again for reaching out with your request If you have further questions or concerns, please contact me directly I will be happy to assist youSincerely, [redacted] ***Associate Customer Care SpecialistCustomer Care UnitPersonal Insurance Distributions OperationsTele: [redacted] Fax: [redacted]

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted]

RE: Personal Automobile Policy: [redacted] LM General Insurance Company/NAIC: [redacted] Dear Mr [redacted] ,This is in response to your June 28, correspondence to the Revdex.com regarding your automobile policyI appreciate the opportunity to reply and regret the frustration you have experienced.As a company driven to meet the needs of our customers, we thank you for taking the time to bring this to our attention I have provided feedback concerning this matter to the appropriate management for reviewYour feedback matters a great deal to us and is helpful in identifying areas we must focus on in the future to ensure our customers are consistently receiving the exceptional service they deserve.In reviewing your concern, the customer service representative you spoke with did apply the Accident Prevent Course discount effective June 28, 2017, causing a $pro-rated creditAlthough the annual difference for the discount to be added was $402, this full amount would only be refunded if the policy was paid in fullSince the policy was not paid in full, the credit does not mean a refundTherefore, when the policy was cancelled effective June 28, 2017, it only generated a small refund, as again the credit is not a refund In efforts to correct the misinformation and to provide an equitable resolution, I backdated the discount to the policy inception date, January 27, This will create an additional creditHowever, it still will not be $you were expecting as you were paying the policy in installments and the $was calculated based on payments that would have been collected in the future.Mr [redacted] , thank you for reaching out and I regret that my response is unfavorable If I can be of further assistance, please let me know I am happy to assist.Sincerely, [redacted] Associate Customer Care Specialist Customer Care UnitT: ###-###-#### F: ###-###-####

RE: Homeowner Policy: [redacted] Liberty Insurance Corporation/ NAIC: [redacted] Dear Ms***,This is in response to your recent additional correspondence to the Revdex.com regarding your homeowner policyI appreciate this opportunity to confirm our July 29, telephone conversation that followed my previous response.As we discussed, our position is such that it protects any possible insurable interest in a policyWhile in the past you have been able to make changes to policies with your father’s name on them, the complete removal of him from a policy or the cancellation of a policy, requires either he personally authorize it or for you to have a Power of Attorney (POA) for your father.If you are able to obtain a POA for your father, please feel free to forward a copy of it to me and I will be happy to put it on file with his policies so difficulties like this can be avoided in the future.Ms***, I trust that this matter is closedHowever, if you have any other questions, please feel free to contact me directlyI will be happy to assist you.Sincerely, [redacted] Customer Care SpecialistCustomer Care UnitPhone: [redacted] Fax: [redacted]

The short-term disability (“STD”) plan under which you claim coverage is a self-insured plan sponsored by your employer, USAA, for which Liberty Life Assurance Company of Boston (“Liberty Life”) provides administrative services only The plan states:“Disability” or “Disabled” means that the Participant, as a result of Injury or Illness, is unable to perform the Material and Substantial Duties of his or her Own Job.” We received notice of your STD claim on July 10, 2015.You submitted a claim with a disability commencing June 15, 2015.We notified you by our letter dated July 16, that we had requested medical records from your physician, Dr***, to determine your eligibility for STD benefits.We requested medical records from Dr [redacted] on July 23, 2015.We requested medical records from [redacted] on August 17, and asked that the records be returned by September 1, 2015To assist in clarifying your medial functionality and any associated restrictions and or limitations, we conducted a peer review with a physician Board Certified in psychiatry and neurologyThe peer review is summarized as:It is my medical opinion that the information provided does not support a finding of significant psychiatric impairment from 6/15/15-7/23/15, as symptoms that precluded the capacity to perform her usual life activities, including her work-related Activities have not been documented during this period.Your STD claim was denied September 3, on the basis that our review did not support that you were disabled as defined aboveOur September 3, denial letter explains the basis for this determination In the September 3, denial letter, we fully advised you of your ERISA right to request a review of the denial determination and to submit any additional information in support of your claim.We received additional medical information summarized as:9-20-(Dr [redacted] ) - [redacted] ’s absence from work during June and July was based on medical issues, not psychiatricShe was seen on [redacted] on two occasions[redacted] Clinic notes are summarized as:6-16-2015: Headache for daysRTW June 18, 2015.6-19-2015: Migraines since 1999, has had headache for days nowRTW June 20, 2015.7-9-2015: Depression affected by menstrual cycleCar broke downTearfulReturn to work July 13, 2015.We received your September 30, request for reconsideration of the denial of your STD benefitsYour appeal has been assigned to [redacted] Liberty Life will conduct an independent, full and fair review of your file.Any questions regarding your appeal may be directed to [redacted] at 1- [redacted] , Extension ***

RE: Personal Automobile Policy: [redacted] Liberty Mutual Insurance Company NAIC: [redacted] Dear Mr***,This is in response to your December 19, correspondence to the Revdex.com regarding your auto policyYour feedback matters a great deal to usI appreciate the opportunity to respond to your concerns in writing.Your policy was cancelled on October 29, At that time a final $bill issued to you due November 18, When the balance remained unpaid after the due date, an email reminder issued to you November 19, advising you to remit payment for the outstanding balance to avoid collection activityAs we did not receive your final payment within days of its due date, we forwarded the balance to a third-party collections vendor, [redacted] ( [redacted] ), which is how all unpaid balances on cancelled policies are managed at Liberty Mutual I apologize if you were surprised by this course of action, but it is one we must take when we do not receive final payments on cancelled policiesIn regard to your desired settlement; we ensure that our customers are notified more than once of the final balance due prior to referral to collections We appreciate your $payment received December 19, This policy was removed from collections and there was no adverse credit reporting as a result of the prior collections activity.Mr***, thank you for contacting us with your billing questionsI am truly sorry that we have lost you as a customer, but I hope that all of your concerns have been addressed todayIf you have any other questions or feedback to share, please do not hesitate to reach out to me directly at any time—I will be more than happy to assist you.Sincerely, [redacted] Associate Customer Care Specialist, Customer Care UnitPersonal Insurance Distribution OperationsPhone: [redacted] Fax: [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below Response is very inappropriate and written by someone who has no knowledge about the case and factsIt is very unfortunateThis is another reason why I should not be with this company going forwardIt simply kills trust for the following reasons:Response says: DMV is not correctIt is not appropriate response and completely misleadingThis was the one among many other concerns led to this complain DMV as well as other insurance company where I moved the new VAN insurance coverage confirmed me clearly that Liberty Mutual is wrongThere is no such provision or NC law for not registering vehicle with parents if both now leave at same address even when vehicle is on child’s nameI was expecting simply expecting them to say that they are sorry and it is just Liberty Mutual policy and not DMVWe do not registerSorry, that person knowing charged the [redacted] card when he should not have as it is very clear in recorded conversation that I disclosed it to him and in fact he asked the questions about why the Van is in child’s nameThen, I am still puzzled why response is so defensive and try to put in-fact blame on the customerTo me, person who charged my card should be fired as he absolutely knew about the complete case and still did itResponse says: Customer should have informed us in past that child was at this locationThis response is also incorrect and try to mislead and deviate from original complain about fraudulent charge to my cardIn my conversation with LM members, I made it very clear that child is moving in as he has completed the collegeHow come I include him when he has not leaved with us in the past with usIt was clearly discussed and I hope ML has recording of it in case I need to take this case to the courtAgain, a simply sorry would have kept this decade long partnershipBut now I see each person I discuss in ML talks different story (I spoke with five individuals REPS in ML and received five different stories so far)Since, I have lost the faith in ML, it ends here onlyThanks Revdex.com for taking it upI will go back to DMV and seek next steps against MLI suspect they are doing more of these fraudulent activities with others tooI know, I am upset and to be fair to ML they have right to have their own policiesBut there inappropriate response to not say sorry, blaming customer itself and not focusing on the person who charged my card incorrectly as he knew clearly VAN is purchased on my child name but still he went ahead and did it is devastating and illigal Regards, [redacted]

Dear [redacted] ***, This is in response to your June 4, correspondence to the Revdex.com regarding your automobile policyI appreciate the opportunity to respond to your concerns This policy initiated effective March 17, with an annual premium of $2,A $ down payment was remitted at the policy inception and you selected monthly [redacted] as your preferred payment method which includes twelve monthly paymentsThe policy balance was adjusted to $2,Eleven additional [redacted] payments of $were scheduled to pay the policy balance in full (with the final payment reduced by a few cents) As you stated, there was no payment required during the month of April as your first [redacted] withdrawal was not scheduled until May We received ten $ [redacted] payments from May - February totaling $1,We also removed the comprehensive and collision coverage from your [redacted] effective February 17, at your request which reduced the annual premium from $2,to $1,A $pro-rata credit was applied adjusting the policy balance to $ There was one final [redacted] payment of $scheduled March 16, to pay your premium in fullPrior to this scheduled [redacted] payment, this policy was cancelled effective March 10, at your request and the [redacted] billing was discontinuedA $cancellation credit was applied for the unused portion of the policy term and your remaining balance due adjusted to $A $bill issued to you March 10, due March 30, reflecting premium due for coverage provided through the March 10, cancellation dateNo payment was remitted and the $balance was referred to collections May 20, Liberty Mutual Insurance uses a third party vendor, [redacted] , to secure past due premium owed for cancelled policiesPolicyholders are referred to ***when their policy has cancelled and the balance is not paid within days after the final bill due date A $payment was received June 12, adjusting the balance due to $which remains outstanding [redacted] ***, a billing history is enclosed for your reviewIf you have further questions or concerns, please contact me directly and I will be happy to assist you Sincerely, [redacted] Customer Care Specialist Customer Care Unit Personal Insurance Distribution Operations Phone: ###-###-#### Fax: ###-###-#### Enclosure

Revdex.com: I have reviewed the response submitted by the businessThank you for cancelling my policy and hopefully refunding my funds (they have not been received yet, days later).The response is acceptable assuming my refund check has been cut and will be received in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolvedI will open a new compliant if the funds are not received Regards, [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below Already stated Regards, [redacted]

Dear Mr [redacted] , This is in response to your additional correspondence to the Revdex.comI appreciate the opportunity to further respondWe appreciate your feedback about the removal of the [redacted] University Alumni Association discountHowever, in my prior response I explained to you why the discount was removed.We are unable to honor a discount without receiving the appropriate documentation required.While we understand you don’t feel the $balance is due, we are unable to waive the premiumThis payment is for the coverage afforded through the February 2, cancellation dateYour correspondence indicated that you consider your coverage cancelled on January 2, due to non-paymentHowever, prior to cancelling a policy for non-payment, a notice of cancellation would be issued after two consecutive months with no payment remittedThis did not occurOur records reflect we were notified January 19, that you wished to cancel the policy effective the February 2, renewal date If you obtained coverage with another carrier prior to February 2, 2017, please send me a copy of your Declarations page using the contact information listed belowUpon receipt, I will amend the cancellation date to reflect the inception date of your new policy and the balance due will be adjusted accordinglyIf you did not have other coverage, the $remains dueA bill issued to you on January 25, due February 14, Mr [redacted] , I regret my response could not be more favorableIf you have any other questions or feedback to share, please do not hesitate to reach out to me directly at any time—I will be more than happy to assist youSincerely, [redacted] Associate Customer Care SpecialistCustomer Care Unit [redacted] ***

Dear Mrs [redacted] , This is in response to your July 25, correspondence to the Revdex.com I am truly sorry we have lost you as a customer, but am happy to answer your questions in the hopes of providing you with the clarity you are looking for.Please accept my apology for your unfavorable service experience I regret any misunderstanding regarding your balance due after the policy was cancelled I have provided feedback to the appropriate management to ensure your service experience is reviewed and addressed Regarding your balance owed, I would first like to provide a little background Your auto policy was created on October 1, and renewed each following year, most recently on October 1, with an annual premium of $3, This policy was cancelled at your request on April 29, When you first set up the policy, you elected monthly Electronic Funds Transfer (EFT) billing as your preferred payment method, which continued for the renewal term There were twelve EFT payments of $scheduled to pay your premium ($3,divided by twelve) We received six payments of $totaling $1,and your balance due adjusted to $1,831.35.Per your request on April 25, we discontinued the EFT and the billing method was changed to direct bill With direct bill, a bill fee may apply to each bill issued In addition, fewer bills issue with direct bill which results in a higher payment amount Instead of six remaining payments of $305.23, you now had four bills remaining of $($1,divided by 4).A $bill ($+ $bill fee) issued May 2, due May 22, However, no payment was receivedYou balance was adjusted to $1,with the $bill fee added.This policy was cancelled at your request effective April 29, After the $1,cancellation credit was applied to the policy balance, there was a remaining balance due of $ A $bill issued to you May 4, due May 24, This amount reflects the premium owed through the April 29, cancellation date based on the short-rate provisions applicable to this policy When your policy was first established, you may recall receiving a new business packet, which outlined some information on policy cancellations, including money owed after cancellationIt states that if a customer cancels a policy mid-term, there is a “short-rate provision,” or penalty, applied to the balance owed.As we did not receive your final payment, we forwarded the $balance to a third-party collections vendor, [redacted] , which is how all unpaid balances on cancelled policies are managed at Liberty MutualI apologize if you were surprised by this course of action, but it is one we must take when we do not receive final payments on cancelled policies The $balance remains dueI enclosed a billing history detailing all the transactionsIn summary, this policy was active for seven monthsHowever, we only received six monthly payments The amount of payments received plus the short rate provision resulted in the final balance due.Mrs [redacted] , thank you for contacting us with your billing questionsAgain, I am truly sorry that we have lost you as a customer, but I hope that I have answered all your questions todayIf you have any other questions or feedback to share, please do not hesitate to reach out to me directly at any time—I will be more than happy to assist you.Sincerely, [redacted] Associate Customer Care SpecialistCustomer Care UnitPhone: [redacted] Fax: [redacted] Enclosure

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] You received the following email with the correct documents on 1/22/You will send the prorated refund for auto and home dated back to 1/22/2018.Mon 1/22/8:PM [redacted] '[email protected]' Documents for property transfer [redacted] Please cancel both house policy for [redacted] ** and auto policy for [redacted] Car is soldSend prorated refund to: [redacted] *** Thanks [redacted] Regards, [redacted]