R. Essay Plumbing & Heating

Initial Business Response / [redacted] (1000, 8, 2016/03/14) */ The original payment tried to come out of [redacted] bank account Feb 1st, she notified us of the new banking information February 4th, which we submitted to [redacted] same dayAt this point neither us nor [redacted] could stop the second attemptOnce the request is submitted to their bank it is automatic for all insurance payments to be tried a second time 3-business days later if the first attempt was not successfulThis is a standard issue we deal with on daily basis with all of our insurance companies, and [redacted] would have been advised of this when she called about her first NSF There was clearly some confusion regarding which bank my staff member and [redacted] were speaking about, there are numerous emails back and forth regarding this topic with my staff member trying to clarify this issue with no successWhen I got involved I was finally able to resolve and clarify this issue with [redacted] After the second attempt had been made on [redacted] bank account and not cleared, we did contact [redacted] to see if they would reverse the NSF fees for our client, their reply was that they were not notified in time to change the account for the February 1st attempt and therefore have no fault in this matter and refused to refund the feesIn the same manner we were not notified of the new account prior to February 4th, we then made the necessary changes to the account and fully informed the client of what was going to happen At no point was [redacted] instructed to cancel her policyI was speaking with her February 17th and advised her that we are unable to do anything about the NSF fees, she instructed me to cancel her policy, I then asked what date she would like put on the document and I would send her the cancellation form to sign, she then advised she would get back to me On February 19th [redacted] informed us of her cancellation date, signed the form, and it was sent to [redacted] same dayTypically this is enough time to allow for [redacted] to cancel the policy before her next payment, and I am unsure why it took so long to process but we do not have any control over their processing speed On March 2nd [redacted] emailed my staff member that [redacted] took another payment from her account at 7:02am we open at 8:30am and were able to get back to her with resolution by 12:03pm which I do not believe is an unreasonable response time for an emailMy staff member contacted [redacted] regarding this payment and had them issue a refund ck directly to [redacted] at her new address in [redacted] I do not believe we have any fault in the matter, and have dealt with the multitude of emails and phone calls to our company and [redacted] in a professional and timely mannerTherefore we will not be refunding any NSF fees or expenses the client has incurred Initial Consumer Rebuttal / [redacted] (3000, 10, 2016/03/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) A) He did tell me to cancel my policyI said I wanted my NSF fee back, and he told me that it wasn't going to happen and that I could cancelI didn't say anything about cancelling until he didAnd his response to me saying okay I'll cancel was "Okay where do I send the form"No help whatsoever B) They didn't tell me that there wasn't enough time to get the new banking information inI have the emailsI didn't call [redacted] about it other than to ask what she needed for me to give herOtherwise, I would have transferred money into my account and wouldn't have to deal with this situation C) They didn't inform me that I didn't have enough time to cancel, otherwise I would have put a stop payment on my account [redacted]

Initial Business Response /* (1000, 8, 2016/03/14) */
The original payment tried to come out of [redacted] bank account Feb 1st, she notified us of the new banking information February 4th, which we submitted to [redacted] same day. At this point neither us nor [redacted] could stop the second...

attempt. Once the request is submitted to their bank it is automatic for all insurance payments to be tried a second time 3-5 business days later if the first attempt was not successful. This is a standard issue we deal with on daily basis with all of our insurance companies, and [redacted] would have been advised of this when she called about her first NSF.
There was clearly some confusion regarding which bank my staff member and [redacted] were speaking about, there are numerous emails back and forth regarding this topic with my staff member trying to clarify this issue with no success. When I got involved I was finally able to resolve and clarify this issue with [redacted].
After the second attempt had been made on [redacted] bank account and not cleared, we did contact [redacted] to see if they would reverse the NSF fees for our client, their reply was that they were not notified in time to change the account for the February 1st attempt and therefore have no fault in this matter and refused to refund the fees. In the same manner we were not notified of the new account prior to February 4th, we then made the necessary changes to the account and fully informed the client of what was going to happen.
At no point was [redacted] instructed to cancel her policy. I was speaking with her February 17th and advised her that we are unable to do anything about the NSF fees, she instructed me to cancel her policy, I then asked what date she would like put on the document and I would send her the cancellation form to sign, she then advised she would get back to me.
On February 19th [redacted] informed us of her cancellation date, signed the form, and it was sent to [redacted] same day. Typically this is enough time to allow for [redacted] to cancel the policy before her next payment, and I am unsure why it took so long to process but we do not have any control over their processing speed.
On March 2nd [redacted] emailed my staff member that [redacted] took another payment from her account at 7:02am we open at 8:30am and were able to get back to her with resolution by 12:03pm which I do not believe is an unreasonable response time for an email. My staff member contacted [redacted] regarding this payment and had them issue a refund ck directly to [redacted] at her new address in [redacted]. I do not believe we have any fault in the matter, and have dealt with the multitude of emails and phone calls to our company and [redacted] in a professional and timely manner. Therefore we will not be refunding any NSF fees or expenses the client has incurred.
Initial Consumer Rebuttal /* (3000, 10, 2016/03/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A) He did tell me to cancel my policy. I said I wanted my NSF fee back, and he told me that it wasn't going to happen and that I could cancel. I didn't say anything about cancelling until he did. And his response to me saying okay I'll cancel was "Okay where do I send the form". No help whatsoever.
B) They didn't tell me that there wasn't enough time to get the new banking information in. I have the emails. I didn't call [redacted] about it other than to ask what she needed for me to give her. Otherwise, I would have transferred money into my account and wouldn't have to deal with this situation.
C) They didn't inform me that I didn't have enough time to cancel, otherwise I would have put a stop payment on my account.
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