Paula Dubrow Studt Agency

Initial Business Response /* (1000, 7, 2015/08/07) */
I was not the original agent for this customerI took over the account in November There are several detailed contact messages over the past years outlining very specific requests regarding this policyIt appears that *** handles
most of the communication for his son *** automobile policySince I received the transferred account, the earliest communication we have regarding cancellation is May 15, when he spoke to a receptionist who is no longer employed at my agencyShe forwarded a cancellation form to *** *** and *** backdated the cancellation for 01/01/She did request that we backdate the cancellation from our Underwriting department and they denied the requestIf Mr*** would have been able to provide an email or any documentation that showed he requested the cancellation prior to May 15th, our underwriting department may have been able to be flexible by backdating the cancellation daysBecause no documentation of notification to my office or *** *** could be provided prior to the May 15th documented contact date, we were unable to honor his request
We apologize that he is not satisfied with the outcome and also wish that we could have found documentation that would have supported the earlier cancellation dateUnfortunately, we are bound by the policies and procedures that our Underwriting department furnishes
In the future, I will make sure that all of my employees are educated regarding the cancellation policies and what could be expected
Our office stopped the AFT draft and a refund check has been issuedWe were able to cancel the policy back to the first contact that we could document on 05/15/
Initial Consumer Rebuttal /* (3000, 10, 2015/08/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept their response
1) they agreed to backdate to when the vehicle was non-operational if I provided verification that it was not operational WHICH I DID they reneged on that
2) they said they could only go back days from when I notified they they reneged on that also
3)they then informed me that they could only honor it to May 15th so it was cancelled
4)June 9th they continued to auto draft the account
5) July 8th they continued to auto draft the account
6) as of August we don't have our money back - but it appears they not be auto drafting from the account any more
So lots of misinformation, expectations set and crushed, then re-crushed, then money kept being withdrawn for month after month and now about days after we still don't have our money backSo as our disappoint grew our expectations kept going lower and lowerI would not advocate dealing with these people, or the AMERICAN FAMILY INSURANCE company unless your expectations are very low
STATUS: UNSATISFIED