State Farm - David Hall

To whom it may concern: Policy holder [redacted] called on Monday, Jan29th to ask why there was an increase on his billTeam member [redacted] received the call and let him know the reason for the increase was due to the increase that was affective 12/01/that affected all State Farm Customers in the state of CaliforniaHe asked what we could do to help, [redacted] let him know we would review his policies to see what we can do to help bring down the premiumThen we would give him a call or text to let him knowHe said a text was fine [redacted] then asked me for help and we reviewed the house holdWithout changing any coverage's, which the policy holder did not want to doWe could only reassign drivers between cars to correctWe then text the policy holder to let him know that if we readjusted the drivers accordingly the premium would come down $a monthPolicy holder asked if it had been the case for a while and that if he was entitled to any refundI advised that his renewal had been in January there would be no refund because we were making the changes effective 01/29/He responded "ok"I confirmed that he wanted the changes made and completed the changes for the policy holderLetting him know the changes were completeOn Thursday, Feb*** text stating a payment of $was taken from his account, that it was only supposed to be $I let him know that we had made the changes effective the day after the payment so the change would reflect in the February bill and not the JanuaryHe said he wanted a refund for January and that it was a mistake on our endI let him know that when we spoke on Jan29th I did advise that there would be no refund for January since the changes were being made that dayAnd that unfortunately we cannot back date any changesHe said ok and that he would be finding another insurance company because we had stolen money from himI saved all text messages in our system and emailed the policy holder with a copy of our previous and current conversationI also sent the in system note that shows when the changes were madeHe let me know he did not want a response from us unless we were paying back the $we "stole" from himI copied the Office agent, [redacted] ***, office manager [redacted] and other team member [redacted]

To whom it may concern: Policy holder [redacted] called on Monday, Jan. 29th to ask why there was an increase on his bill. Team member [redacted] received the call and let him know the reason for the increase was due to the increase that was affective 12/01/17 that affected all State Farm...

Customers in the state of California. He asked what we could do to help, [redacted] let him know we would review his policies to see what we can do to help bring down the premium. Then we would give him a call or text to let him know. He said a text was fine. [redacted] then asked me for help and we reviewed the house hold. Without changing any coverage's, which the policy holder did not want to do. We could only reassign drivers between cars to correct. We then text the policy holder to let him know that if we readjusted the drivers accordingly the premium would come down $21.72 a month. Policy holder asked if it had been the case for a while and that if he was entitled to any refund. I advised that his renewal had been in January there would be no refund because we were making the changes effective 01/29/18. He responded "ok". I confirmed that he wanted the changes made and completed the changes for the policy holder. Letting him know the changes were complete. On Thursday, Feb. 08 [redacted] text stating a payment of $367 was taken from his account, that it was only supposed to be $346. I let him know that we had made the changes effective the day after the payment so the change would reflect in the February bill and not the January. He said he wanted a refund for January and that it was a mistake on our end. I let him know that when we spoke on Jan. 29th I did advise that there would be no refund for January since the changes were being made that day. And that unfortunately we cannot back date any changes. He said ok and that he would be finding another insurance company because we had stolen money from him. I saved all text messages in our system and emailed the policy holder with a copy of our previous and current conversation. I also sent the in system note that shows when the changes were made. He let me know he did not want a response from us unless we were paying back the $20 we "stole" from him. I copied the Office agent, [redacted], office manager [redacted] and other team member [redacted].