Sheppard & Associates Insurance Agency

I am rejecting this response because: [redacted] the VP of Sheppard Insurance, assured that I would not be billed in lieu of taken action by signing the docusign I asked [redacted] several times, are you sure this will take care of this mistake and reassured me several times, again by signing via docusign and submitting this to [redacted] I wouldn't be billed the $

As we discussed on the phone, this is an unfortunate situation and we have sympathy for Ms***, but the information she has provided is incorrect She alleges that our employee [redacted] told her that signing the exclusion for her boyfriend’s daughter would reverse the charge that was generated by adding her which is correct, but she also alleges we said this would not have any effect on the amount withdrawn from her bank account I have worked with [redacted] for over years now and he is very knowledgeable with regards to insurance and the process with [redacted] and do not believe he would not have said this to Ms*** The signed exclusion was sent to [redacted] the same day, but the underwriting department took several days to process the request which is standard so the charge was not reversed until after the current billing went through which caused the problem with her bank account being overdrawn The credit was generated the following day and will show as a credit on her upcoming bills, but that does not help Ms [redacted] with the current problem All [redacted] accounts are billed directly by them so the premium does not flow through our office and we have no control over it Pl [redacted] President

I am rejecting this response because: [redacted] the VP of Sheppard Insurance, assured that I would not be billed in lieu of taken action by signing the docusign.  I asked [redacted] several times, are you sure this will take care of this mistake and reassured me several times, again by signing via docusign and submitting this to [redacted] I wouldn't be billed the $608.90.

As we discussed on the phone, this is an unfortunate situation and we have sympathy for Ms. [redacted], but the information she has provided is incorrect.   She alleges that our employee [redacted] told her that signing the exclusion for her boyfriend’s daughter would reverse the charge that was generated by adding her which is correct, but she also alleges we said this would not have any effect on the amount withdrawn from her bank account.  I have worked with [redacted] for over 20 years now and he is very knowledgeable with regards to insurance and the process with [redacted] and do not believe he would not have said this to Ms. [redacted].  The signed exclusion was sent to [redacted] the same day, but the underwriting department took several days to process the request which is standard so the charge was not reversed until after the current billing went through which caused the problem with her bank account being overdrawn.  The credit was generated the following day and will show as a credit on her upcoming bills, but that does not help Ms [redacted] with the current problem.  All [redacted] accounts are billed directly by them so the premium does not flow through our office and we have no control over it.   Pl[redacted]President

Ms. [redacted] called in to add a 15 year old who had just received her permit to her auto insurance policy. She referred to and expressed that this young woman was her step daughter. [redacted] does not charge a premium for a child under 18 with a permit one the parents auto policy. After [redacted]...

[redacted] received the MVR report they requested us to verify that the new driver was Ms. [redacted]'s daughter. We we then asked if the young woman was her legal step daughter Ms. [redacted] explained that she was not yet but soon to be. Once this was discovered we Immediately had Ms. [redacted] sign the form to remove the young woman from her auto insurance policy because she was being charged because she was not her legal daughter. We feel really bad for Ms [redacted] and her situation but we were given incorrect information from her at the beginning. As for the billing we DID NOT tell her that we would be able to adjust her current bill because [redacted] handles the billing directly. Very rarely does in a situation like this could the bill be fixed in the same cycle. We would not have told her what she said because it was impossible and the last thing we would want to do is have a situation just like this one.