Good afternoon, ***. I am responding to complaint #*** that was filed on 7/21/by our former
customer. As our former Insured indicated in her statement, she did call us to inquire about cancelling her coverage with Penn National Insurance. She was directed to her local Agent since the coverage contract was written through that Agency. As soon as the official cancellation request was received on 7/19/2016, our Insured’s account was removed from the automatic payment withdrawal plan. However payment of $was already withdrawn from our Insured’s checking account on 7/18/2016, the payment due date. The cancellation was processed for our Insured’s account on 7/20/2016, creating a refund of $to be mailed to our insured. According to our system processes, the refund would have been mailed to our Insured on 7/27/ Our Insured called our Customer Contact Center on 7/21/2016, requesting that we either issue her refund immediately or place the withdrawn payment back into her checking account immediately. I offered our Insured three payment return methods for her to choose from, to have her made whole as quickly as possible. The option our Insured chose allowed her bank to replace the funds in her checking account immediately. At Penn National Insurance, we take the concerns of our customers very seriously and apologize for any inconvenience this billing situation may have caused our former insured. Nevertheless, we worked diligently with this former insured to expedite the return of her premium and successfully returned the funds to her in a timely manner. Lorrie W***Customer Contact CenterPenn National Insurance###-###-####
]
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 In the future, Penn National might consider making sure ALL departments are notified when a policy is cancelledIf this had been done, this entire incident would not have happenedBeing told that no one had told the billing department was not only frustrating, it left a very bad impression of this company. Also, if their website allowed for cancellation, or removal of Auto-pay this would not have happenedEven if a hundred options had been given, there is no excuse for poor customer service.
Regards,
*** ***
Good afternoon, ***. I am responding to complaint #*** that was filed on 7/21/by our former
customer. As our former Insured indicated in her statement, she did call us to inquire about cancelling her coverage with Penn National Insurance. She was directed to her local Agent since the coverage contract was written through that Agency. As soon as the official cancellation request was received on 7/19/2016, our Insured’s account was removed from the automatic payment withdrawal plan. However payment of $was already withdrawn from our Insured’s checking account on 7/18/2016, the payment due date. The cancellation was processed for our Insured’s account on 7/20/2016, creating a refund of $to be mailed to our insured. According to our system processes, the refund would have been mailed to our Insured on 7/27/ Our Insured called our Customer Contact Center on 7/21/2016, requesting that we either issue her refund immediately or place the withdrawn payment back into her checking account immediately. I offered our Insured three payment return methods for her to choose from, to have her made whole as quickly as possible. The option our Insured chose allowed her bank to replace the funds in her checking account immediately. At Penn National Insurance, we take the concerns of our customers very seriously and apologize for any inconvenience this billing situation may have caused our former insured. Nevertheless, we worked diligently with this former insured to expedite the return of her premium and successfully returned the funds to her in a timely manner. Lorrie W***Customer Contact CenterPenn National Insurance###-###-####
]
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 In the future, Penn National might consider making sure ALL departments are notified when a policy is cancelledIf this had been done, this entire incident would not have happenedBeing told that no one had told the billing department was not only frustrating, it left a very bad impression of this company. Also, if their website allowed for cancellation, or removal of Auto-pay this would not have happenedEven if a hundred options had been given, there is no excuse for poor customer service.
Regards,
*** ***