The Ahbe Group

This policy was originally handled by our office in April of when the [redacted] contacted us and requested that we handle a Broker of Record due to the fact that their current agency was no longer affiliated with [redacted] and they were to be non-renewedOn Sunday September 4th, during Labor Day weekend we received a voicemail message from Mrs [redacted] requesting that "We cancel the policy due to the fact that they found coverage substantially lower, AND that her message to us was being recorded and she wanted it handled" I actually heard the message through the weekend when I was in the office and made sure to listen to it a couple more ***es along with a member of my staff on Tuesday the 6th when we opened back for business after the HolidayShe seemed to be upset, and upon checking with my staff to be sure there was not some other information that I was missing, I went into the system and processed her cancel request as of the date of her call Her message to us DID NOT mention any other date of cancel other than "she wanted it canceled" so we assumed all was wellEvidently on September 13th [redacted] called upset that the cancel date was 9/and not her renewal of 9/At that ***e she stated to my secretary that she had "talked to one of the girls in the office and that message was recorded and we needed to get this error corrected"I was out of town at that ***e so my staff sent in the change request and assuming that Mrs [redacted] was correct in her statement to them, they requested that [redacted] change the date due to "agent error"Upon visiting with me and the clarification that I was the one who handled the Cancel with NO date requested of 9/23, I advised the staff to be sure to route any future conversations with Mrs [redacted] to me onlySince we had requested the change to the cancel date we assumed , again, that all was well and the fact that we stated it was our error being incorrect was a moot point in getting her taken care ofThe [redacted] s had received the refund of premium from the 9/cancel date of $and instead of returning it to [redacted] they cashed the checkUpon receiving a bill from [redacted] to pay the premium back to the correct date they called again "upset that it was for more than they thought it should be"I took the call and upon her lying to me that "all her conversations were recorded and it was our fault and she should not owe anything", I emphatically stated to her that I personally had handled her cancel request and that if she would have called during business hours and spoke to us about how and what she wanted done we would have handled itI then stated to her that I did not appreciate her calling and accusing my staff of something that I KNEW to be wrong! As far as the bill, since she had cashed the refund check she therefore needed to pay whatever [redacted] said she owed she must owe! At that point she hung up on me and againI assumed we were done with this file So, Saturday the 22nd of October at 5:PM I get ANOTHER voicemail stating that she had received a bill stating that they would send to collections for the balance due if not paidEvidently she had contacted the Home office the prior week and got the to remove part of the fees they were charging for the re-bill and she had paid that amount in full on the 19th with the Home Office, but of course it had crossed in the mailShe "dared us to smear her name and that she would be ready!" Wanting very much to get this file done with I looked in the system and noted that the Home Office had not removed the portion of her balance due that they were removing, so I called the Home office on Tuesday the 25th and asked them to look into it to get the account finally at zero! They advised that it may be a few days but it should be handledI looked today and it still shows a small balance, I will again look on Monday and hope that this is all resolved!! Our office really has no idea why they have taken this path to resolve a real simple issue of "found cheaper insurance" and would like you to cancel?? Had she called during business hours to handle all of this we would have had the clarity, but she chose to indicate that her so called "recorded messages" were needed for us to do a very simple processIn my years in the Business this may be the first Revdex.com complaint that we have gotten, so we certainly don't feel that we handle our clients in any way unjustly [redacted]