*** ***’s monthly payment had automatically drafted on
2/1/for her monthly coverage. The insured called in to our office on
2/2/to cancel her policy Our Customer Service Representative
cancelled her policy effective 2/29/at the request of the insured.
The
insured was covered through the entire month of February. The insured
called back to our office several times to clarify the status of the
policy. There was some miscommunication between our Customer Service Representatives
and the insured. I believe the insured was trying to remove herself from
recurring auto draft payments, but unfortunately, with our underwriter, the
only way to pay monthly is to have payments auto draft from a card
As a good faith gesture, as of 3/7/2016, we have refunded the insured’s $
payment that was collected on 2/1/(see attached copy of refund transaction) Please let us know if you have
any additional questions
To Whom It May Concern, Our pending cancellation and cancellation emails are automatically generated to a customer in accordance with the *** ** *** for the state of *** *** Attached are copies of the email correspondence between the customer and our company At
the request of the customer, we have taken care of the balance on his account Attached is a billing document showing his account is now at $ We apologize for any inconvenience
Thx[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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.
Regards,
*** ***
We have reached out and spoken with *** *** It seems there was a simple misunderstanding We were not charging him a reinstatement fee or any fee for that matter ***'s policy had recently expired after year of coverage and needed to be renewed for the next year
The $dollars that was owed was the first premium payment for the year I explained that this was exactly the same as when he originally enrolled and after the first payment it goes to the equal monthly installments he is familiar with *** understood, made his renewal payment and updated his email address and credit card on file for future monthly payments I apoligized for the confusion and he was satisfied with the resolution His policy is now current and active
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] Thank you for the refund.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
On 8/1/16 - The insured's monthly installment of $13.50 was attempted8/8/2016 - The insured's installment kicked back from the bank as NSF, we sent an email letting her know the policy was now in pending cancellation. The email stated "It has come to our attention that your renters...
insurance policy with ePremium Insurance is Pending Cancellation. Your policy is scheduled to cancel on September 5, 2016. If you are no longer residing at [redacted] please disregard this notification and click here. We will update our system so you will no longer receive these notices."8/11/2016 - The insured clicked on the "click here" link in the above pending cancellation notice to remove her email. However, this does not cancel the policy, it only removes your email so you do not continue to receive email notifications.9/1/2016 - The insured's account was drafted for the August installment (that previously didn't process) and for the September installment due ($13.50 x 2 = $27)9/6/2016 - Insured called in and spoke with a customer service representative to cancel the policy back to the date of 8/11/2016. The representative processed the insured's request.I apologize for the miscommunication. The link you clicked on does not cancel the renters insurance policy. An insured has to call in and speak with one of our representatives in order to cancel. We are going to clarify that email notification going forward so that it states it is not a cancellation. We appreciate your feedback and will issue you a refund for your remaining fee of $23.60.
*** ***’s monthly payment had automatically drafted on
2/1/for her monthly coverage. The insured called in to our office on
2/2/to cancel her policy Our Customer Service Representative
cancelled her policy effective 2/29/at the request of the insured.
The
insured was covered through the entire month of February. The insured
called back to our office several times to clarify the status of the
policy. There was some miscommunication between our Customer Service Representatives
and the insured. I believe the insured was trying to remove herself from
recurring auto draft payments, but unfortunately, with our underwriter, the
only way to pay monthly is to have payments auto draft from a card
As a good faith gesture, as of 3/7/2016, we have refunded the insured’s $
payment that was collected on 2/1/(see attached copy of refund transaction) Please let us know if you have
any additional questions
To Whom It May Concern, Our pending cancellation and cancellation emails are automatically generated to a customer in accordance with the *** ** *** for the state of *** *** Attached are copies of the email correspondence between the customer and our company At
the request of the customer, we have taken care of the balance on his account Attached is a billing document showing his account is now at $ We apologize for any inconvenience
Thx[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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.
Regards,
*** ***
We have reached out and spoken with *** *** It seems there was a simple misunderstanding We were not charging him a reinstatement fee or any fee for that matter ***'s policy had recently expired after year of coverage and needed to be renewed for the next year
The $dollars that was owed was the first premium payment for the year I explained that this was exactly the same as when he originally enrolled and after the first payment it goes to the equal monthly installments he is familiar with *** understood, made his renewal payment and updated his email address and credit card on file for future monthly payments I apoligized for the confusion and he was satisfied with the resolution His policy is now current and active
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] Thank you for the refund.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
On 8/1/16 - The insured's monthly installment of $13.50 was attempted8/8/2016 - The insured's installment kicked back from the bank as NSF, we sent an email letting her know the policy was now in pending cancellation. The email stated "It has come to our attention that your renters...
insurance policy with ePremium Insurance is Pending Cancellation. Your policy is scheduled to cancel on September 5, 2016. If you are no longer residing at [redacted] please disregard this notification and click here. We will update our system so you will no longer receive these notices."8/11/2016 - The insured clicked on the "click here" link in the above pending cancellation notice to remove her email. However, this does not cancel the policy, it only removes your email so you do not continue to receive email notifications.9/1/2016 - The insured's account was drafted for the August installment (that previously didn't process) and for the September installment due ($13.50 x 2 = $27)9/6/2016 - Insured called in and spoke with a customer service representative to cancel the policy back to the date of 8/11/2016. The representative processed the insured's request.I apologize for the miscommunication. The link you clicked on does not cancel the renters insurance policy. An insured has to call in and speak with one of our representatives in order to cancel. We are going to clarify that email notification going forward so that it states it is not a cancellation. We appreciate your feedback and will issue you a refund for your remaining fee of $23.60.