HARTZELL INSURANCE ASSOCIATES,INC

September 2, Dear *** ***:I am in receipt of yet another follon the above referenced complaint IDI am well aware of this formI am the one that gave it to herI’m not sure how else to say this but *** *** is dealing with the wrong peopleOur office gave her the correct form to sign and forwarded it to *** was the entity that entered the information incorrectly*** *** is the one that did not know that they were taking the money from her account for over two yearsWhen the mistake was discovered, she came to our office and the issue was corrected*** acknowledged the mistake and agreed to refund her moneyHowever, since she was not the named insured, the charges would have to be disputed for them to return the fundsOnce the charges are disputed by her bank, the money will be refundedThere is no other way for me to explain thisWe have nothing to do with her money*** were the ones that entered the information incorrectlyShe was the one that didn’t notice the money being deducted from her accountWhen she did, we were the ones that that arranged for *** to refund the moneyShe needs to deal directly with her bank to get the charges disputedOnce they are, the money will be retumed from ***She can continue to pursue the complaint against our office but all she is doing is wasting timeWe have nothing to do with this issueIf she wants her money returned she will have to take it up with her bank the same way I have instructed her several times alreadySincerely,
Jason C.
Personal Lines Manager

[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 ***, and find that this resolution is satisfactory to me. Regards, *** ***

August 20, 2014
Dear [redacted]:I am in receipt of a complaint filed against our office with ID number [redacted]. Please accept this letter as my response to this complaint. At no time was [redacted] a customer of Hartzell Insurance Associates Inc and at no time was any...

money deducted from her account by Hartzell Insurance Associates Inc. [redacted] was the girlfriend of a customer of our agency who had a payment due on his commercial auto insurance with [redacted] Insurance. A signed authorization form was sent to [redacted] to withdraw a payment. However, whoever entered the information at [redacted] entered it incorrectly as an automatic payment. Payments were being withdrawn from [redacted]’s account every month from the time of [redacted]s mistake. At no time was this error caught my [redacted]. When she finally did notice what was going on, she came to our office and T spoke to her. We were able to make an arrangement with [redacted] that they will be able to return the funds that they withdrew due to their error. However, the only way they could do that since she was not the customer was if her bank. [redacted], was to dispute the charges. Once the charges were disputed, [redacted] would refund the funds back to [redacted]. To date, [redacted] has been unable to get her Bank to dispute said charges.Based on the above information, I would request that you close the above mentioned complaint. At no time did Hartzell Insurance ever collect the funds that were listed by [redacted]. There are no funds to return. All funds were collected directly by [redacted] Insurance and [redacted] Insurance has agreed to return the withdrawn funds once the charges are disputed. Her dispute is with her bank and the inability to dispute the above mentioned charges.Thank you for your assistance with this matter and if you need anything else, feel free to contact me.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 would like you to pursue getting the monies from either [redacted].  Thank you for your help so far. If you cannot pursue this company, I will go to my states' attorney general and have that office resolve this matter. Thank you very much.I do have the form granting a one-time withdrawal to [redacted] and all bank statements from March 2011 to March 2014, if you need further proof.  Thank you again.Regards,[redacted]

Review: Gave permission for one time withdrawal on 2-25-2011 from checking account. They withdrew until 3-04-2014. On 3-04-2014 they took out $163.70. Jan. 2014 and Feb 2014,and March 2014, they took out $177.15. Dec., Nov., and Oct. 2013 the amount was $177.16. Sept 2013 was $171.21. Aug. was 171.46. July was $171.50. June was $171.50. May was $171.50. April was $171.50. March was $171.54. Feb. was $192.30. Jan. was $192.33. Dec.2012 was $192.33. Nov was $192.33. Oct. was $192.33. Sept. was $192.38. August was $174.81. July WAS $174.83. June WAS $174.83 May WAS $174.83 April was $174.83 March was $174.87 Feb. was $170.31. Jan. 2012 was $170.33 Dec 2011 was $170.33 Nov. was $170.33. Oct. was $170.33. Sept. was $170.37. Aug. was $181.80 July was $181.80 June was $233.28. May was $165.96. April was $165.96 March was $206.20. The March 2011 payment of $206.20 was the ONLY authorthized payment.Desired Settlement: I would like a total refund of $6785.84. This amount was wrongfully withdrawn from my checking account. My bank, [redacted] wants to disbute only one year and Hartzell Associates only want to disbute one year. Please get me the entire amount back. The bank did refund overdraft charges when my account went overdrawn. The title on the withdrawal was not in Hartzell's agency's name or the insurance company they were withdrawing the monies.

Business

Response:

August 20, 2014Dear [redacted]:I am in receipt of a complaint filed against our office with ID number [redacted]. Please accept this letter as my response to this complaint. At no time was [redacted] a customer of Hartzell Insurance Associates Inc and at no time was any money deducted from her account by Hartzell Insurance Associates Inc. [redacted] was the girlfriend of a customer of our agency who had a payment due on his commercial auto insurance with [redacted] Insurance. A signed authorization form was sent to [redacted] to withdraw a payment. However, whoever entered the information at [redacted] entered it incorrectly as an automatic payment. Payments were being withdrawn from [redacted]’s account every month from the time of [redacted]s mistake. At no time was this error caught my [redacted]. When she finally did notice what was going on, she came to our office and T spoke to her. We were able to make an arrangement with [redacted] that they will be able to return the funds that they withdrew due to their error. However, the only way they could do that since she was not the customer was if her bank. [redacted], was to dispute the charges. Once the charges were disputed, [redacted] would refund the funds back to [redacted]. To date, [redacted] has been unable to get her Bank to dispute said charges.Based on the above information, I would request that you close the above mentioned complaint. At no time did Hartzell Insurance ever collect the funds that were listed by [redacted]. There are no funds to return. All funds were collected directly by [redacted] Insurance and [redacted] Insurance has agreed to return the withdrawn funds once the charges are disputed. Her dispute is with her bank and the inability to dispute the above mentioned charges.Thank you for your assistance with this matter and if you need anything else, feel free to contact me.Sincerely,

Consumer

Response:

[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] Review: [redacted]I am rejecting this response because:I would like you to pursue getting the monies from either [redacted]. Thank you for your help so far. If you cannot pursue this company, I will go to my states' attorney general and have that office resolve this matter. Thank you very much.I do have the form granting a one-time withdrawal to [redacted] and all bank statements from March 2011 to March 2014, if you need further proof. Thank you again.Regards,[redacted]

Business

Response:

September 2, 2014Dear [redacted]:I am in receipt of yet another follow-up on the above referenced complaint ID. I am well aware of this form. I am the one that gave it to her. I’m not sure how else to say this but [redacted] is dealing with the wrong people. Our office gave her the correct form to sign and forwarded it to [redacted]. [redacted] was the entity that entered the information incorrectly. [redacted] is the one that did not know that they were taking the money from her account for over two years. When the mistake was discovered, she came to our office and the issue was corrected. [redacted] acknowledged the mistake and agreed to refund her money. However, since she was not the named insured, the charges would have to be disputed for them to return the funds. Once the charges are disputed by her bank, the money will be refunded.There is no other way for me to explain this. We have nothing to do with her money. [redacted] were the ones that entered the information incorrectly. She was the one that didn’t notice the money being deducted from her account. When she did, we were the ones that that arranged for [redacted] to refund the money. She needs to deal directly with her bank to get the charges disputed. Once they are, the money will be retumed from [redacted]. She can continue to pursue the complaint against our office but all she is doing is wasting time. We have nothing to do with this issue. If she wants her money returned she will have to take it up with her bank the same way I have instructed her several times already.Sincerely,Jason C. Personal Lines Manager

Consumer

Response:

[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.]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]