MAPFRE Insurance

I would not recommend commerce insurance to anyone
Back in August 2015, we had a large hail storm After I had a roofer check for hail damage I had so much hail damage, but the inspector denied my claim (claim *** The interesting thing is that all of my neighbors had the same problem, and had to change their roofs because of the hail damage I am the only one that miraculously didn't need my roof repaired Commerce denied my claim, and I find it hard to believe that all of my neighbors had the same problem, and I had a magical umbrella that protected my roof from the damage The inspector proceeded to tell me that they are not like other insurance companies and they do their job very professionally I will never work with this company again, all that they know is how to take your money

I was overcharged and charged for a car that was sold to buy the new car this complaint is about. They send you paperwork outlining the billing process and when confronted with their improper billing they spin their wheels and say well this and well that and the numbers still don't add up to what they sent you. Plus they charge you 40.00 to cancel your insurance. What a bunch of shady scammers. If I could rate them with a negative number it would be a -5 .....

If I could give this place less than a 0, I would. It is literally the worst insurance company ever. I would never be insured by this place but unfortunately, the woman who hit me is.

Terrible customer service (no returned calls, emails went unanswered, rude adjusters).

Outright lies ("We'll tell the appraisal company to call you before they do the appraisal" and called back a few days later to find that an appraisal had been done without my knowledge).

Supervisors who are completely unhelpful. I got a supervisor on the phone one time, explained my situation, and asked if he could help me and he said "No, I was just told to take this call".

My "borderline repairable car" is still in progress. We'll see what happens but I can guarantee you it won't be good things.

I would like to thank Michelle [redacted] as well as a adjuster Roslynn and also Sheryl [redacted] These women were amazing even though it was a insured from their company they treated me with the up most respect as well as did the best they could to help me threw this process which took longer then usual. These ladies are ontop of their job and have amazing customer service.

Don't get in an accident when you are insured with this company. [redacted] is the claim adjuster that was over my claim and only called me back when I filed the claim. I never received a returned call or email back from her once the claim was in effect. One time I did get a hold of her because their computer systems were down and she had no excuse not to talk but when I did talk to her she was rude and short with me. She knows I have been trying to contact her so why not work with me and be nice.
I am in ** and they are located in [redacted] so I make sure that I call them at decent hours. Everytime I call I have to talk to the receptionist because the phone somehow doesn't transfer straight to her office. The receptionists are pushy and want to know why I'm calling and what my claim number is. Unfortunately, I will not waste my time explaining what my claim information is when you cannot help me.
I did escalate my calls and asked to speak to [redacted] manager but to get that information was like pulling teeth.
If [redacted] cannot do her job accurately and effectively then she should not be working in that position.
Also, the appraisers they work with send out young adults straight out of college, to do the appraising. They have no clue what they are looking for. They have no way of contacting the insurance company to negotiate a better estimate and claim their hands are tied.
Never would work with them again.

I was charged a hidden cancellation fee for a commercial insurance policy. Fee is not disclosed on policy or invoice.The following is an excerpt of a letter written to the President of Commerce Insurance [redacted] explaining my complaint.Re: [redacted] Dear Mr. [redacted]I am writing to you today to inform you of my absolute disgust with your company and your way of doing business. Allow me to explain.In [redacted] of 2014 I began a search for a replacement commercial policy I had with Commerce. I was searching because I thought my agent was dishonest, recommending insurance of [redacted] on the shell of a two unit house with a combined total market value (including land) of [redacted] My Commerce policy was due to renew on [redacted] 2014. My neighbor, the only other member of the association, dutifully paid his half of the annual premium. I asked my new agent if the premiums would be pro-rated if I cancelled the current policy and was told it was "standard industry procedure" to do so within certain limits. I cancelled my Commerce policy on [redacted] 2014. Shortly thereafter we received a pro-rated refund from your company that was far in excess of 10 days of a pro-rated annual premium of [redacted]I made repeated calls to my agent and Commerce asking for an explanation as to why we were charged so much for ten days of coverage and after repeatedly being told "I don't know" was finally fortunate enough to speak with [redacted] Caravella who was very understanding and researched the issue for about 30 minutes (while I was on hold).Eventually he came back and sent me a page from the Massachusetts Commercial Property Manual explaining that the policy was subject to a 10% penalty if cancelled early. Gee, I guess I should have consulted my copy of the manual and cancelled the policy before renewal. I read the invoices from the policy, the cover pages of the policy and the boilerplate and nowhere does it mention a cancellation penalty. Couldn't you have hidden it a little better?I find it ironic that if we did not pay our premium on time and let you cancel the policy we would have been charged a $25 penalty. Instead we are hit with the pro-rated premium and a big fat penalty. Thanks very much! You know the old saying "no good deed goes un-punished".Desired SettlementI want a return of the [redacted] early payment penalty. I paid the pro-rated premium for 10 days of coverage. That is all I owe.Business Response The customer stated in his complaint that he is disputing the amount of the short rate penalty he was charged for the cancellation of his Business Owner's policy. He was provided with the page of the Massachusetts Commercial Property Manual regarding cancellations and non-renewals which states, "When a policy is canceled by us, we will calculate the return premium on a pro rata basis. If the insured requests the cancellation, the return premium will be calculated at 90% of the pro rata premium." The customer acknowledged the policy was in force for 10 days when he requested it be cancelled; therefore, the return premium was calculated at 90% of the pro rata premium in accordance with the Massachusetts Commercial Property Manual.Upon further review of this customer's policy, it's clear they were a long standing, good customer. Because of this, we have made the exception to adjust the cancellation to a pro-rata calculation. Based on this revision, we estimate a refund of approximately $170 will be due back to the customer. Once this adjustment has been completed, the exact amount will be refunded accordingly.

On 7/1/13, I obtained auto insurance with a new company. On 7/2/13, I cancelled my auto policy with Commerce West Insurance. I asked if my automatic payment could be stopped in time for the month of July, and was told no and to try to stop it through my bank. On 7/2/13, I paid $15.00 to my bank to stop the withdrawal, but apparently it wasn't enough time on my bank's end either, and a $386.27 withdrawal was made by Commerce West. Because of this withdrawal, I incurred a $24.00 NSF fee on 7/3/13. I was told at this time that it would take 10 - 15 business days to obtain my refund check for this withdrawal. On 7/24/13, I contacted my agent to check the status of my refund and was told that refund was processed, but that I should check with Commerce West directly. I then contacted Commerce West directly and was told that they had never received any policy cancellation, and thus, no refund was being processed. I again contacted my agent, and, again, on 7/25/13, I FAXed him documents to authorize the cancellation of my policy. On 7/26/13, I contacted Commerce West directly to insure that my policy had been cancelled and that an August payment would not be withdrawn from my account. I was told the policy was cancelled and that no automatic withdrawal would be made, and that my refund would take 10 - 15 business days to process. However, on 8/5/13, 2 withdrawals from Commerce West were made from my account. One was in the amount of $366.69 and the other in the amount of $5.00. Since I was not anticipating the withdrawals, funds were not in my account and I incurred 2 additional $24.00 NSF fees. On August 8, 2013, I incurred an additional $24.00 NSF fee for an automatic withdrawal from a another company that I could not stop, nor should I have had to. There should have been plenty of money in my account. I have spoken to many different agents on many different occasions, all assuring me that the problem is being taken care of. I have FAXed bank statements and letters stating my case as well. I asked to be contacted when the FAXed documents were received, and that I would even be willing to give Commerce West a FEDEX account number so that they could expedite my check to me, and I would pay the postage. However, as of 8/13/13, I still had not received word or a refund payment from Commerce West. Today I spoke to an agent who told me that my policy was cancelled on 8/9/13 and that a refund would take 10 - 15 business days. I then asked to speak to a manger and was hung up on. I called back and asked again to speak to a manager and was put on hold for 12 minutes before an agent came back on the line and said that no manger was available and asked if I wanted to remain on the line or call back. I stayed on the line and when I spoke to a manger, I was asked who told me that my NSF fees would be reimbursed, and he then asked me to FAX my documents again. I told him that I have already FAXed them 3 times. I told him who the documents were FAXed to and asked him to find them because my bank account has[redacted] in it and I do not have a dollar to my name to pay to FAX documents that I have already FAXed 3 times. He then asked if there was a business FAX machine that I could find and use. I patiently replied that there was not and again told him the names and locations were I FAXed the documents he was looking for. The amount of time that I have spent trying to resolve this issue is unacceptable as is the stress placed on my family by being without nearly $900.00 because of the many continued errors made by Commerce West.Account_Number: XXXXXXXXXXXXXDesired SettlementI would like [redacted] refunded to me immediately to cover the withdrawals that were made after my policy should have been cancelled, as well as the fees that I have incurred because of the withdrawals made to my account by COmmerce West. I would also like a confirmation letter stating that my policy is, in fact, cancelled.Business Response Thank you for bringing your concern to our attention. It appears that your issue was resolved in August 2013. On 8/9/2013 your policy was cancelled per your request effective 7/3/2013. On 8/13/13 a full refund was issued to your address on file in the amount of $752.96 and was subsequently cashed. Finally, a check in the amount of $111.00 was overnighted to your address on file as reimbursement for all bank fee's you encored as a result of the EFT draft in question. We sincerely hope our actions to resolve the matter were satisfactory. Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)Thank you!

Theft from my car (4 wheels and rims stolen). Police report was submitted and the Insurance company was notified. I was told by the Insurance company an investigation had to be performed by them (Insurance Company). That investigation was completed. Now they are not responding to my my phone calls and no one is returning my phones calls back regarding my vehicle. I have paid my insurance every month, which includes full coverage onmy vehicle. The vehicle is a 2007 Jeep Cherokee [redacted]. Please help me to resolve this matter in recovering monies to replace my wheels and rims. Thank you for your help,[redacted]Account_Number: XXXXXXXDesired SettlementPlease pay for my lost.Thank youBusiness Response This loss occurred on 10/3/2013 and the claim was reported after hours that same night. Our claims office contacted the customer on 10/4/2013 and began an investigation. The claim involved vandalism to the insured vehicle. Due to the type of damage combined with the reported details of the loss, this matter was forwarded to our Special Investigations Unit for further handling. After completing a detailed investigation coverage was provided and the claim was paid. Payment was issued to the policyholder on 11/11/2013 and the file was closed.

I had auto insurance with this company when I lived in [redacted] I moved to [redacted] and kept my insurance for 2 years with this company. I then contacted the company by phone and email that I was canceling my policy and getting insurance here in [redacted] I was told that my policy would be cancelled. Well, low and behold I checked my checking account this past October and the company was still debiting my account for the premium. This was going on for two full years. I called the company and they told me that it was an error and the debiting will stop and I will be refunded the full amount by check. It totals over [redacted] I have been in contact with a Mr [redacted] numerous times by phone and email and he is giving me the run around. he gave me an 800 number to call and ask for a specific person and there was nobody there by that name. I am very upset and frustrated at this point. I left him numerous voice mails this past 2 weeks with no reply.Desired SettlementI want my money back in full .[redacted]I have all my bank statements.Business Response Contact Name and Title: [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted]As an independent agency, we properly processed the client's severely delayed policy cancellation request with Commerce Insurance Co. when we received the required documentation from the insured client (proof of new insurance in force elsewhere/another state). The policy was cancelled and a refund was issued, but was not for the period of time requested by us. While we made several attempts to rectify this situation on behalf of the client, we have disappointingly not received a satisfactory response to this issue from Commerce Insurance despite repeated communications. While we sincerely apologize to the client over the length of time this situation is taking, we continue to make efforts to have a satisfactory outcome. The issue is with Commerce Insurance Co., the carrier.Final Business Response The insured's agent faxed a request to Commerce on [redacted] informing us that the insured had moved to [redacted] two years previously and was requesting cancellation of her Commerce policy. She had not however, cancelled the plates attached to her vehicle in the registry. Consequently, we processed a cancellation based on the cancellation provision of the [redacted] policy which states: You can cancel any of the Optional Insurance Parts at any time by givingus or your agent at least twenty days written notice. Because all of theCompulsory Insurance Parts are required, you cannot cancel any of themseparately. You can, of course, cancel all of the Compulsory InsuranceParts by giving us or your agent at least twenty days written notice.On [redacted] the agent sent an email to one of our Auto Service Representatives saying the policy was still active, the client was upset and requesting an explanation. There was no supporting documentation attached to the email and the Service Rep responded appropriately on [redacted] stating she would need the information sent to her so she could handle the request. She did not hear from the agent again until [redacted] with the documentation to show the vehicle was insured with another company in [redacted] on [redacted] At that time the agent was advised to contact the underwriter for permission to process the cancellation back more than two policy terms.Since we now have the evidence of insurance out of state, we will be able to process the cancellation back to the requested date of [redacted]

Commerce West Insurance Co. ( [redacted] X-XXX-XXX-XXXX Ext:XXXXX ) Claim number XXXXXXXCAPInsurance agent will not return my calls. Commerce West Insurance Co. is the insurance company of a drunk driver who hit me on 4/28/2013. I have sent them all the information they have requested ( their clients extreme DUI Police report ) . I have called numerous times and the insurance adjuster is intentionally not taking or returning my calls, to avoid paying for the accident witch totaled my vehicle plus related costs.Product_Or_Service: InsuranceOrder_Number: XXXXXXXCAPAccount_Number: XXXXXXXCAPDesired SettlementFull restitution for totaled vehicle, medical expenses, transportation expenses, and salary missed due to the accident.Business Response We acknowledge receipt of the consumer complaint. This accident occurred on 4/28/2013. By 5/1/2013 we had already been in contact with the claimant and inspected his vehicle. We were unable to make a final liability decision until 5/24/15 and/or after we had obtained statements from all parties involved. Upon completion of a thorough investigation we accepted 50% liability, paid the claimant, and closed the file.

I was told $588 was my yearly policy amount from my auto insurance agent which I paid in full only to be sent 20 bills with fees saying I still owed I was sent at least 20 different bills from Commerce Insurance with 20 different amounts and fees saying I had not paid the full amount after my agent, [redacted] at [redacted] (XXX XXX-XXXX) said $588 was the full yearly amount. I paid that amount. I contacted my agent numerous times and asked her why there were so many different billed amounts listed and how to rectify this. She said they had forgotten to remove the collision and to hang off paying anything until she had it fixed. I never heard back from her so I called her again. This went on for months getting bills with different amounts each month so I cancelled my policy with them. It wasn't until four months later, and after a phone call to my agent, that I got a check back from them for the remainder of my cancelled policy but for less than the full amount I was owed. They also didn't send me a detailed bill explaining what was being deducted. Shouldn't consumers know what they are being billed for? I spoke with [redacted] at Commerce ([redacted] X XXXXX) who said 2 late payment fees were deducted from my policy credit along with the amount owed on the full policy amount of $648.- I told her I was told the full amount of the policy was $588 which I paid right away. She said that was incorrect. I said how am I to know that was the incorrect amount when their agent told me that was the full amount? It seems they are giving their customers the incorrect yearly amounts, so they don't pay the full amount, then get assessed late fees just to garner fees from their customers. If this is happening to me I'm sure this is happening to many people who don't care enough about a small amount of money to write to the Revdex.com.Desired SettlementI would like to be reimbursed the $60.00 increased fee to the yearly premium I was quoted by my agent and the two late payment fees - I paid the full amount of the yearly premium I was quoted by their agent.Business Response Thank you for bringing this concern to our attention. The policy in question was effective most recently from 12/13/2014 and was cancelled effective 4/27/2015. The 12/13/2014 renewal originally issued for $1035.00. A series of policy changes resulted in the full term premium of $648.00:12/13/14 - change address delete driver and change garaging resulted in a return premium of ($258) 12/13/14 - remove paid in full discount resulted in an additional premium of $42 12/16/14 - delete collision resulted in a return premium of ($137)12/16/14 - add paid in full discount back on resulted in a return premium of ($34) On 12/16/2014 the customer made a payment in the amount of $588.00. This payment was the only payment received during the policy period in question. When the policy cancelled effective 4/27/2014, a prorated credit was applied to the policy in the amount of $383.00. During the policy period, a total of $48 of installment fees were accrued. As a courtesy, we agreed to waive a total of $30 of the installment fees. A breakdown of the refund calculation is below:Full Term Premium: $648.00 Total Fees: $48.00 Pro-rated Cancel Credit: $(383.00)Waived Fees: $(30.00)Total Payments: $(588.00)Total Refund: $(305.00)Both the customer and the agent were advised multiple times over the phone and via invoice of the total policy premium. Because the customer advised that they had been quoted $588 by their agent, we honored a paid in full discount and waived all installment fees to date on 3/23/2015. On 7/30/2015 we advised the former customer that an additional $18 in fees had accrued for 3 invoices that were generated for the unpaid outstanding balance. We agreed that we would waive those fees as a courtesy if the outstanding balance was paid in full. After the policy cancellation was backdated to 4/27/2015, the former customer called in on 8/12/2015 to discuss the refund amount of $305.00. All of the information described above was explained to the former customer. The former customer requested to speak with a supervisor who again explained the billing history detailed above. Please note that this complaint was filed the next day. We respectfully disagree with the assertion that our billing practices are not fair and that we have not provided high quality customer service. As a final courtesy to the former customer, we will agree to remove the remaining $18 in installment fees and refund that amount to the address of record. Therefore, the former customer will have had both a paid in full discount and no installment fees, despite not paying in full and receiving installment bills. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I was quoted a total of $588 for my yearly 2015 car insurance which I paid in full. When I was then sent numerous statements, all with different amounts owed and fees, I made multiple good faith efforts to contact the agent and the insurance company to find out why I was being charged more than the amount I was initially told was the FULL yearly TOTAL amount. I was told by the agent to hold off paying until she discovered why there were so many different charged amounts and she said "...it looks as if they forgot to remove the collision". I cancelled my insurance due to this poor customer service at the end of April 2015 and am due a refund of 8 months of insurance payments or $392. I have been refunded $305 but am due a payment of $87.00 NOT a refund of any fees which should never have been charged to my account in the first place as I had paid, per the agent, the full agreed upon amount for my yearly car insurance. If I had been told at the outset that my 2015 yearly car insurance was $648 I would have paid that amount and all this time and effort would not have been wasted. Final Business Response Thank you again for bringing your concern to our attention. Unfortunately, we are unable to speak to conversations you had with your agent around what your renewal premium would be after removing collision, deleting a driver and changing your garaging address. After the changes were made and the policy was underwritten, the appropriate full term premium to cover the risk was calculated as $648. This was communicated on your policy documents and each time you called in to our customer service team. Because you feel you were misquoted by your agent, we have made multiple good faith efforts to help rectify the situation. We honored the paid in full discount and have waived all policy fees for the period in question. These concessions have totaled $82. Your earned premium amount from 12/13/2014 to 4/27/2015 was $265. This earned premium amount was calculated to appropriately cover your risk while the policy was in force and therefore cannot be waived. We do thank you for bringing your concern to our attention, apologize for any miscommunication with your agent and hope our steps to rectify the situation are satisfactory. Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I was quoted and agreed to insurance payments of $49/month and that is what I paid in full for 1 year. Many bills were then sent to me, all with different numbers and then fees. I made a good faith effort to rectify this situation at the beginning of the year by contacting not only the agent but also the insurance company who claimed my insurance payments were now $54/month instead of the $49/month I had agreed upon and paid in full. Because I could not get any clear resolution to this billing issue (the agent said it was an insurance company issue - the company said it was an agent issue) I cancelled my contract with this company and relationship with this agent. I paid for 4 months of insurance and cancelled my contract at the end of April. I am owed $69.00. I respectfully request the reimbursement of this $69.00.

Commerce insurance sends out incorrect invoices with stringent deadlines. They accept very little responsibility and provide really poor customer svc.On May 10 I received a final bill from Commerce for $915.00.(for one vehicle) This payment listed that payment was due on 5/26/15. On 5/26/15 I called my agent [redacted] insurance and told them this was incorrect that the 2nd car on the policy was no longer being driven and the license plates returned to RMV. The agent advised me to not pay the $915, told me she would put in the credit and that I would receive a corrected invoice. On 6/5/15 I received a cancellation notice that the $915 was due on or before 6/24. On 6/23 I spoke with my agent to ask why with the credit is the bill still showing $914 due? She told me that bill was incorrect stated that I should've received a corrected bill not a cancellation notice and at that time told me the correct amount was $586. I ask why I never received a correct invoice to which she only stated Commerce billing is often confusing. I then asked if because I never received the corrected invoice could I have until the 30th to pay to which she stated they (Commerce) issued a cancellation notice that would go into effect at 12:01 that evening. Though I communicated I had the ability to pay the $586 earlier had I known that was the correct(obviously 586 easier to raise/borrow/etc than $915) amount she was unable to extend the date. The date I proposed payment was within the grace period of my normal premiums. This was my final premium payment for the year and I found it difficult to understand why Commerce would not work with me in light of their failure to forward me a correct invoice for my premium in a timely fashion. Their actions ultimately lead to my auto insurance being cancelled. Very very poor customer service!!!Desired SettlementReinstatement of my policy.Business Response Thank you for bringing this concern to our attention. The policy in question was effective most recently from 7/26/2014 and was cancelled for non-payment effective 6/24/2015. On 7/26/2014, the policy renewed with a total premium due of $4143.00 and was set up with an eleven month payment plan. The former insured made all payments in full and on time from the first bill in July 2014 through February 2015. In March of 2015, the former insured failed to pay the bill issued on 2/3/15 for $447.84 by the due date of 2/26/15. It is important to note that we offer a 5 day grace period and therefore the due date was essentially 3/3/2015. The payment for $447.84 was posted on 3/04/2015. Unfortunately, a pending nonpayment cancelation notice was already sent to the insured once the due date and grace period had passed. The insured called on 3/12/15 and inquired why he was receiving a cancellation notice when he paid the $447.84 online at 11:00 p.m. on 3/3/15. The billing representative informed the insured that is states clearly on the website that payments made after 5:00 p.m. may take up to two business days to post. As a courtesy, our customer service team made a payment agreement for the insured to pay $465.00 to have the policy reinstated. This payment would also bring the billing current. The former insured did make a payment of $465.00, but not until 3/31/15. Because of this delay, there was no longer enough time to issue a bill for the month of April. This resulted in the next bill being issued 4/27/15 for $890.28 due on 5/26/2015. This bill included both April and May. The former insured failed to make this payment even after the 5 day grace period. As a result, a pending nonpayment cancellation was issued on 6/1/15 for $915.28. The next day a credit was added to the policy for removing a vehicle, bringing the cancellation amount down to $582.28 by 6/24/2015 to avoid cancellation.Mr. [redacted] called in on 6/23/2015 and was advised that the $582.28 would have to be paid to avoid cancellation. It is important to note that on 6/23/2015, it had been nearly 3 months since the last payment was made on this policy. Unfortunately, no payment was received and the policy was cancelled effective 6/24/2015 for nonpayment. Upon cancellation, a final bill was sent to the customer for $324.28. On 7/30/2015, our Collection Services department began pursuing this balance by sending the customer a letter. There has been no further collections activity to date. We respectfully disagree with the assertion that our billing practices are not fair and that we have not provided high quality customer service. As a courtesy to Mr. [redacted], we will agree to remove $50 in non-payment cancellation fees should he pay us the difference of $274.28. Additionally, our Collections Services team commonly works with former customers by offering flexible payment arrangements in which the former customer can make monthly payments toward the outstanding earned premium balance. If no payment or arrangement is made, we will continue to pursue the outstanding balance of $324.28. Mr. [redacted] may inquire about payment plan options by reaching out to the Collections Services team at (XXX)-XXX-XXXX ext. XXXXX.Sincerely,[redacted]MAPFRE Insurance

Insurance company changed my policy auto payment from $63.22 to $218.72 for the last 2 months of my policy due to their underwriters mistake.This is complaint is on my old insurance company American Commerce policy #ACH-XXXXXXXXX. I have held my auto and house insurance with this company up until Dec. 2013. During that time we had our agent find us a new company for our auto insurance, which he did. We ended up going with [redacted] but kept our house with commerce. We choose to do 12 month policies for our house ins. and our policy runs from 07/18/2014 to 07/18/2015. We make our payments through auto pay which are due on the 27th of every month. Our problem began around April 20,2015 when we received a letter(which I have along with our original policy) from American Commerce stating our installment payments for 04/27/2015 $63.22,5/27/2015 $218.72, and 6/29/2015 $218.08. There was NO reason as to why they were raising our auto payments the last two months of our policy. Just a short one page letter stating that they made a change to our policy and to be sure to record these changes to our bank account journal. We immediately called our agent [redacted] in Delaware, Ohio, he informed us this increase was due to a mistake that he(which he didn't admit too) and the underwriter made when they wrote our new policy. They gave us a multi policy discount, assuming we had our auto and house which gave us a discount when in actuality we no longer carried auto with them. Our original house insurance policy states we have a discount but does not tell us due to what so we had no idea why we received it, but we also know that this was not our problem or mistake that this was a mistake that the agent AND underwriter made and now they want us to pay for it. So after we received the letter we called our agent he adamantly said he could not help and we would have to pay. So we called American Commerce and spoke with an agent and once again they insisted that we would have to pay. So we decided at that point to shop for a new agent and get new policies for both our auto and house. We found a new agent and had BOTH of our policies switched on May 18, 2015 be fore the due date of the 27th of our old insurance company. So now yesterday (6-22-2015) we received another letter from American Commerce stating that we owe them $257.80 for our house insurance coverage through 5-18-2015. This is not what our original policy stated nor the second letter they sent us stating the last 3 installments that they changed on us. We owe them nothing, we have ALWAYS paid our bills, and ALWAYS on time. What they are trying to do to us is so unprofessional and unethical. We were completely paid up, they actually owe us money due to us canceling our policy on the 18th and our due date is the 27th. If you need any other information or any paperwork we have please contact me. Thank you!Desired SettlementI do not owe them any money, I just want my balance to say 0. They actually owe us money due to us canceling before our due date of the 27th.Business Response This is in response to Complaint # XXXXXX. The Complaintant had both home and auto policies with American Commerce which resulted in the homeowner policy receiving a multipolicy discount. The Complaintant's auto policy expired on 07/15/13. As they were no longer eligible for the multipolicy discount, the discount should have come off the homeowner policy as of the 07/18/14 renewal date. Due to a system error, this discount did not come off until April 2015, but the change backdated to July 18, 2014. As this was our system error, the change should not have been backdated; therefore, we will reverse the backdated endorsement on the Complaintant's policy and credit the additional charge back to the policy. Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)I am accepting their response on the understanding that they we owe them nothing and our account will be credited back to show this. We want a zero balance on our account.

After canceling an auto policy that I was paying by auto withdrawal and addition payment was taken out of my account. I canceled my auto insurance policy on the 29th of April. On May 1st a payment was withdrawn from my checking account a day or two later. I made my first of many calls to get it refunded. I was told that it would take 5 to 7 business day for it to be back in my checking account. When that time pass I called the billing dept and a very simpathic woman said that far to much time had passed and she would get to the bottom of it. It was later in the day and the department was closing she said she call me the next day and she did. She told me the money would be in my checking account Friday that was on a tuesday. She also said she would call Friday to follow up. Friday has come and gone. Its been also a month since the policy was cancelled, over three weeks since the payment was taken and I have made seven phone calls to them still with no refund.Desired SettlementI just want my money refunded! I don't have the vehicle anymore!Business Response We received notice of cancellation from the customer's agent via fax on 5/19/15. We processed the refund on 5/29/15 and the check was cashed on 6/3/15. It appears this concern is now resolved. Thank you for giving us the opportunity to respond.

Unauthorized bank debit for [redacted] for a** dollar fee after paying them [redacted] for ayear worth of insurance. Now being charge [redacted] extra for the yearI have been my commerce for 16 years. I paid my insurance for the year when I got my annual renewal form, and canceled my ebt monthly payments from last year's policy. The charge was taken from my back account on [redacted] 2014. Then on [redacted] 2014 I had a temporary authorized for [redacted] which was the new monthly bill amount for my paid insurance policy. I contacted commerce and was told they knew they made a mistake and that they would refund my bank account immediately. I waited 2 days and on [redacted] the payment became permanent and I again called them and was ensured that I would be refunded to my bank account and it was pending. Then it wasn't so I called again and was told for the first time that no they were not refunding my money and that I owed them** dollars and they took the [redacted] to cover the** fee they charged me. I was told that Apparently when I paid for the year I got a discount that replaced the monthly ebt discount and that the** dollar fee was placed on my account apparently at some time after the [redacted] so they had to take the [redacted] to pay the** dollars on my account. So instead of refunding me they would be sending me a check for [redacted] I received that check a few weeks later and never cashed it because the bank had already returned my [redacted] for the unauthorized charge. So I should only owe the** dollar fee at this point. Now today [redacted] 2014, almost two months later I receive a bill for [redacted] This involved a ** return check fee for the fraudulent, unauthorized payment they stole without my consent for a fee of** dollars after the stole my money from my bank account. I never received a bill for the** dollars and would have gladly paid it right away but instead they screwed over my bank account and now my insurance policy as well. I paid them for the year and spent the last three months fighting with them over it. this is how they treat people who pay them [redacted] it is unethical and illegal.Desired Settlementi would like Commerce to cancel the check they sent because I don't have or want it. Refund the ** fee for their fraudulent unauthorized charge that they should have not taken and should have refunded themselves instead of getting the bank involved. Send me a bill for the** dollars I really owe and then collect that** dollar without any additional fees, or better yet bring my balance to zero and apologize for the last few months of unethical communication and actions.Business Response The customer stated she had an unauthorized deduction taken out of her bank account after she paid her policy in full. In her complaint, she requested that the erroneous refund check be reapplied to the balance and the [redacted] return check fee waived. We appreciate that the customer paid her estimated policy premium amount in full on [redacted] however, as an Electronic Funds Transfer Withdrawal was scheduled to occur on [redacted] the payment of [redacted] was not processed in time to automatically stop the EFT deduction that was scheduled. Per the Electronic Funds Transfer Authorization Agreement, she had authorized the automatic withdrawals of her premium payments. The EFT Authorization Agreement states "This authority is to remain in full force until I have chosen to remove my policy from the EFT Bill Plan through the account management System or until Commerce has received written notice from me of its termination, in such time and manner as to afford Commerce a reasonable time to act upon it."On [redacted] the deduction was withdrawn from her bank account. The first communication we have on file is a phone call from the insured on [redacted] asking why the EFT deduction was processed. We explained her full payment was not received in time to cancel the future EFT deduction and waived the [redacted] EFT fee as a courtesy. We mailed a refund check to the customer on [redacted] for the overpayment of [redacted] We later received information from the customer's bank advising she placed a stop on the payment which then posted back onto her account and a bill was mailed for the balance of [redacted] on [redacted] On the policy renewal date of [redacted] the actual policy premium posted in the amount of [redacted] The customer acknowledged the refund check mailed on [redacted] was still outstanding. We have processed a stop payment and reapplied the [redacted] to the balance, as the customer requested in her complaint. In addition, as a courtesy we waived the [redacted] returned check fee. Upon further review of this customer's policy, it's clear they are a long standing, good customer. Because of this, we have made the exception to waive [redacted] of premium to bring the balance to [redacted]We believe this matter is now resolved, and the insured's desired resolution has been fulfilled.