Riverbend Restaurant

Initial Business Response /* (1000, 8, 2017/09/25) */
We certainly appreciate the clients frustrationWe have resolved the complaint to the clients satisfaction
The clients applied for a life policy on July and requested to have payments withdrawn on the 15th of each monthOn August 8,
the policy was issued to the clients from the Life Insurance company
The insurance companies promotion and advertising states clients receive month freeTherefore, our agent reiterated this to the clients when doing the applicationUpon further clarification, after we received the call from this client with the complaint funds had been withdrawn, our agent found out the insurance company means that the month you apply for insurance is free, even if only days left in the monthIt does not mean you receive days freeThis was explained to the client with an apology for the mix up
On Aug a voice message was left for the client requesting a signed letter of direction to process the cancellation request
Sept .received an email requesting to cancel the policies and this was forwarded on to the insurance company
Sept - received response from insurance company stating an email is not accepted and a signed letter is required
Sept - sent email to the client requesting, again, a signed letter of direction for the cancellation and with an explanation that for compliance reasons an email is not accepted
Sept received an email stating the client faxed a cancellation request to our office and to confirm there would be no more debits on her accountWe did not receive the faxInformed client of this
Sept agent emailed insurance company and received response they would send in the request to stop payment even though they did not have the cancellation request yet, and would follow up with our agent once they heard back on the request
Sept still did not receive the signed letter of direction to cancel
Our insurance agent was out of the office for an unscheduled period of time and the file was escalated to management to take over and work with the client and insurance company
On Sept a voicemail was left with the client confirming reimbursement of the premium by cheque for a total of $***
Sept 21, our agent sent an email was sent to the client to reconfirm the address to mail the cheque
Sept the cheque was mailed to the address we have on file
It is unfortunate that our agent unexpectedly had to take a short leave and we know the client would have received a faster response and turn around had this not happenedOur clients receive prompt and professional service when dealing with our companyThis case was definitely not the norm and had extenuating circumstances