SuretyBonds.com

Initial Business Response / [redacted] (1000, 6, 2015/05/18) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: ***@suretybonds.com We found some discrepancies in the instructions provided to Ms [redacted] on how to proceed with expedited shipping after she verified her bondIt's our understanding that these discrepancies caused Ms [redacted] to not contact us with her payment information the day of the shipping updateWithout payment, our system did not send notification to mail out her bond However, until Ms [redacted] expressed her concern through Revdex.com we did not know that she was dissatisfied with the way in which we handled her account Regardless, this is our oversight and we will be refunding Ms [redacted] 's $shipping payment via check and will be mailing this refund next day delivery via [redacted] to ensure she receives it timely

Hello [redacted] , Again, we're sorry to hear about your frustration with our service, but we'd like to address your concernsAs we've discussed previously, the key piece of information missing here is that you verified all information provided to us was correct prior to placing your orderSince the age of your vehicle did not allow us to verify the VIN as we typically do for title bond requests, our team issued your bond based on the information you specifically verified as correct when submitting your orderOur Customer Care Team handles all post-sale client questions and bond change requests, which is why [redacted] referred your request for updated documentation to another team member when you contacted him asking for the VIN change a couple of weeks laterWe always advise that all original documentation be shipped by [redacted] to ensure timely and trackable delivery, but we can ship original change documents for free through USPS; however, the delivery is slower and cannot be guaranteedCompany policy dictates that we always overnight updated documentation to clients at our cost if our team made an error when issuing a bond; however, after management reviewed this account, it was clear no mistake was made by anybody on our teamAfter hanging up on our Customer Care Team and refusing to pay for shipping for the new documentation, we did go ahead and ship the updated documentation via [redacted] 3-day at our cost as a courtesy to the client so we could consider this matter resolvedIf you're still unsatisfied with our service, please feel free to return all original documentation to us, and we'd be happy to cancel your bond and refund your order in full

Mr [redacted] was insistent that he did not need the $6,Washington contractor license bond and that he simply wanted to be bonded for $10,We would have gladly sold him the license bond over the much cheaper business service bondThere is no real motivation for us to sell him a lower cost policy over a higher one had he not insisted he was sure of what he neededThe customer is always rightRegardless, we obtained permission from the surety to flat cancel a non-refundable policy even after Mr [redacted] agreed to our cancellation policy in an effort to reach a satisfactory solution to Mr [redacted] 's errorA check for a full refund of $is being sent overnight delivery via FedEx to Mr [redacted] at our expense

Initial Business Response /* (1000, 5, 2015/12/08) */
This client purchased her first Certificate of Title Bond with us in May without issueOn 12/2/2015, our system shows that we issued a new Certificate of Title Bond for a different vehicleSince the client purchased her first bond
years ago, we have slightly modified our issuance process for these bondsAll clients must now provide a valid bill of sale to accompany the file before the legal document can be executedThe client did not provide a valid bill of sale and indicated she would not be able to do so in the near future, at which point the account manager informed her that we would simply request that the bond be canceled and the premium refundedAs an agency, we can only refund payments that we directly processSince the client's $credit card charge was processed in the insurance company's billing system, that refund must come from the insurance company, not usThe insurance company that processed the $has verified multiple times that 1) only one $payment was processed from the client and 2) they processed the refund on 12/4/15, just days after we requested cancellation
Our agency had only charged the client $for expedited shippingSince the cancellation request was made the same day as the charge, our billing department was able to reverse the $before it settledWhen the client claimed the $premium was charged twice, we requested that the client provide a screenshot or bank statement showing the two separate $premium charges, but she has notIf the client does have evidence of a duplicate $charge, we are more than happy to find a solutionIt is possible the insurance company's billing system glitched and somehow erroneously processed the payment twice, but they have checked their systems multiple times and have informed us they only see one $charge for this clientWe apologize for any confusion resulting from a lack of clear communication and hope at this time the matter is considered resolved

Complaint: ***I am rejecting this response because:I did not hang up on anyone, as I am sure you have a call recording I do as well and can prove thatThere wasn’t a verification process, it was to go online and payAlso as you stated in your initial response I did not demand you to overnight it which you can be shown and heard on the recorded call that I am sure you have, I have recorded it as well You will refund $if I return everything? Sincerely,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/05/13) */
Since bond's typically are not refundable after they are executed and issued we had to go through several channels to get approval for an acceptance to ***'s situationWe communicated the amount of time this takes throughout the process of
us getting approval for an exception from *** *** Surety
We have tried to reach *** to confirm receipt of his refund several times to no avail
However, the $refund to his card was issued by *** Mutual on 4/28/at 2:07pm c.s.tTwo weeks prior to his complaint

We have a verification process in placeWe issue thousands of title bonds every month without issueWe also track every action the customer takes on the purchase processThe average time for verification is nearly two minutesAs you can see the entire process took *** just 1-minuteHad he slowed down and read the instructions and verified the information as correct he may not have missed the transposed VIN number.Customer Paid Online 2/8/at 4:PM System Customer completed purchase online.Amount Paid: $110.00*** XXXXInvoice ID: ***Customer Verification 2/8/at 3:PM Customer Customer confirmed mailing address info correct!Customer Verification 2/8/at 3:PM Customer Customer confirmed bond info correct!Customer Verification 2/8/at 3:PM Customer Customer confirmed principal info correct!While we have already satisfied the customers request from the original complaint we will continue to indulge the incessant harassmentIf the customer returns the original in tact unmarked bond with the raised seal with a trackable shipping to be delivered by March 9th, we will promptly refund his $premium and the $he paid for shippingWe will send the refund overnight mail

Complaint: [redacted]
I am rejecting this response because: I have paid for a years bond coverage and that is what I want.
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/05/18) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@suretybonds.com
We found some discrepancies in the instructions provided to Ms. [redacted] on how to proceed with expedited shipping after she verified her...

bond. It's our understanding that these discrepancies caused Ms. [redacted] to not contact us with her payment information the day of the shipping update. Without payment, our system did not send notification to mail out her bond.
However, until Ms. [redacted] expressed her concern through Revdex.com we did not know that she was dissatisfied with the way in which we handled her account.
Regardless, this is our oversight and we will be refunding Ms. [redacted]'s $12.00 shipping payment via check and will be mailing this refund next day delivery via [redacted] to ensure she receives it timely.

Hello [redacted], Again, we're sorry to hear about your frustration with our service, but we'd like to address your concerns. As we've discussed previously, the key piece of information missing here is that you verified all information provided to us was correct prior to placing your order. Since the...

age of your vehicle did not allow us to verify the VIN as we typically do for title bond requests, our team issued your bond based on the information you specifically verified as correct when submitting your order. Our Customer Care Team handles all post-sale client questions and bond change requests, which is why [redacted] referred your request for updated documentation to another team member when you contacted him asking for the VIN change a couple of weeks later. We always advise that all original documentation be shipped by [redacted] to ensure timely and trackable delivery, but we can ship original change documents for free through USPS; however, the delivery is slower and cannot be guaranteed. Company policy dictates that we always overnight updated documentation to clients at our cost if our team made an error when issuing a bond; however, after management reviewed this account, it was clear no mistake was made by anybody on our team. After hanging up on our Customer Care Team and refusing to pay for shipping for the new documentation, we did go ahead and ship the updated documentation via [redacted] 3-day at our cost as a courtesy to the client so we could consider this matter resolved. If you're still unsatisfied with our service, please feel free to return all original documentation to us, and we'd be happy to cancel your bond and refund your order in full.

The surety reserves the right to cancel at anytime for any reason. In this case your bond was cancelled due to your fraudulent attempts to steal earned premium by requesting a charge back of your agreed upon credit card charge. We tried contacting you several times over a couple of weeks to see if it were a mistake on your part before allowing the surety to cancel the bond. At no time did you ever return our calls or emails. In fact, we haven't heard from you for over 6 months. Had your bond never been filed a refund would be issued. However, since this is an electronically filed bond you can see that it was in fact active for a period of time.All first term premiums are fully earned. Had the charge back procedure not went in our favor you would have been sent to a collection agency.At this time, we do not have any interest in continuing a relationship with [redacted] or [redacted].

We filed bond #[redacted] for [redacted] as requested by Mr. Jerry [redacted]. California Contractor bonds are electronically filed with the state CLB which is why these particular bonds are not able to be flat canceled (no liability). Once they are filed the Surety, in this case [redacted]...

Indemnity Company, considers the bond to be active and first term premiums non-refundable due to the inherent and full liability from day one. Instead of Mr. [redacted] working with us and explaining his mistake to ask for special cancellation consideration he decided to fraudulently submit a credit card transaction charge back request with his credit card company over a month after we issued the bond. We unsuccessfully attempted to contact Mr. [redacted] 5 times by phone and 3 times by email to mutually rectify the situation before responding Mr. [redacted]s fraudulent charge back with our rebuttal. SuretyBonds.com prevailed with the credit card charge back procedure as it's very clear that these bonds are not able to be canceled for any return premium and that Mr. [redacted] was fraudulently and criminally trying to get his premium back.Fast forward six-months later and Mr. [redacted] called us asking for another bond to replace the one he purchased with another agency (bond #[redacted]); albeit the same surety. Not only did he want another bond but he wanted us to apply the premium from the first bond to his new bond for a zero sum purchase. Both requests were obviously denied due to his account being locked in our system for a history of fraudulent activity.Similarly, bonds are typically issued for a 12 month period. The fact that Mr. [redacted]s replacement bond (#[redacted]) was canceled before the 1-year term expired is an underwriting alarm that he may have had similar fraud issues with another agency.I ask that you close this complaint as satisfactory due to Mr. [redacted]s past history of fraud.

Mr. [redacted] was insistent that he did not need the $6,000 Washington contractor license bond and that he simply wanted to be bonded for $10,000. We would have gladly sold him the license bond over the much cheaper business service bond. There is no real motivation for us to sell him...

a lower cost policy over a higher one had he not insisted he was sure of what he needed. The customer is always right. Regardless, we obtained permission from the surety to flat cancel a non-refundable policy even after Mr. [redacted] agreed to our cancellation policy in an effort to reach a satisfactory solution to Mr. [redacted]'s error. A check for a full refund of $121 is being sent overnight delivery via FedEx to Mr. [redacted] at our expense.

[redacted] first contacted our company on 12/21/2017 requesting bonding assistance with his federal Freight Broker or Forwarder ICC BMC-84 Bond filing and associated licensing. [redacted] submitted a full application online at 11:22 AM CST on 12/21/2017. At 1:05 PM CST that same day, our team sent his...

application approval along with an annual premium invoice via email. On 12/29/2018 [redacted] emailed our team asking if he had to pay his premium in full or if he could pay it in installments. Due to the low premium amount, he was not eligible for financing based on our minimum premium required for financing, so he was told he must pay the annual premium in full once he was ready to proceed with his bonding/licensing. On 1/3/2018 [redacted] electronically signed his personal indemnity agreement securely via DocuSign, in which he agreed to the following terms: "The undersigned agree to pay Surety an annual premium in advance each year during which liability under the Bond shall continue in force and until satisfactory evidence of termination of the Surety’s liability is furnished to the Surety. Such premium shall be fully earned upon issuance or renewal of the Bond, unless contrary to law." Additionally, the bond confirmation email sent to [redacted] on 1/3/2018 also reminded him of the legality of his bond's active status: "The U.S. Department of Transportation Federal Motor Carrier Safety Administration has accepted your electronically filed $75,000.00 Georgia Freight Broker or Forwarder BMC-84 Bond.Your official bonding confirmation is attached to this email for your records. No further action is required of you at this time. Please note, first-term bonds are non-cancellable, non-refundable legal documents." The client's licensing authority, the FMCSA, formally accepted the bond filing, meaning the bond was considered legally and actively filed and in full force. On 2/19/2018, the client contacted us via email requesting cancellation of his bond along with a refund. When our team again explained that first-term bonds are considered fully earned by the insurance company once filed, the client became upset and threatened he would be filing a Revdex.com complaint unless we gave him a refund. [redacted] also claimed he would be filing a (fraudulent) chargeback with his bank to attempt to reverse the payment by claiming that we had charged his card without his permission. At this time we are ceasing communications with this client and considering this matter resolved. We have flagged this account as a "disagreeable customer" in our system and will not be working with him again in the future.