We contacted Esurance over the weekend to cancel our policy, they asked “you would like to cancel this policy at this time” and our response was “YES”. Ok, no problem we will go ahead and take care of that for you right now, they said. A LICENSED AGENT will be calling you back later today with some follow up questions about the cancelation of your policy, they said. No worries your policy is now canceled and we will not be charging your card, they said. Did we get a call back? No.
Apparently they misunderstood what it was we were attempting to do, because yesterday almost $500 was debited from our checking account causing us to be overdrawn and faced with impending overdraft fees. We contacted Esurance yesterday to find out exactly why they charged us for a policy that we had canceled. We were informed that when we called over the weekend our policy was not canceled. They said it was noted in our account that we may want to cancel and an agent tried to call us back to do so (but it was also noted in the account that they did not leave us a voice mail). What?? How does that explain the $500 charge to our bank account, as we were on a monthly payment schedule, NOT a lump sum schedule.
We never received a phone call from any “licensed” agent or any “non licensed” agent for that matter. We spent nearly 4 hours on hold or on the phone with a robot customer service person, each time they informed us ” a supervisor is not available now but we can have one call you back.” each time we’ve accepted their offer to have an agent or supervisor call us back, they never seem to follow through with making that phone call. We aren’t rich people, and the fact that nearly $500 was taken from our bank account, right before the holiday no less, is financially devastating. We contacted our bank immediately to let them know the situation and the best they can offer is as soon as the charge goes through, they will look at waiving the overdraft fees it creates.
We get the run around every time we finally get through to one of the robot customer service people and no one seems to be able to tell us when we can expect to see our money credited back to our account. BUT they CAN tell us that we will NOT be receiving the full amount they took out. Why? “Fees”. What fees????? We never authorized you to take the money! “State Fees”. What “State Fees”????? Again I repeat: We canceled our policy-we are NOT liable for the mistakes of the customer service person who we canceled our policy with.
“We can put you on a list to have a licensed agent call you back”
How do i resolve this, and get my money and all the overdraft charges incured, back?
November 9th, 2009 at 10:53 am
I HOPE YOU HAVE REPORTED THEM TO THE INSURANCE BOARD IN YOUR STATE. ALSO CONSUMER PROTECTION MAY BE ABLE TO HELP. THE ONLY WAY TO GET THESE PEOPLE TO RESPONSE IS TO FIGHT BACK. TREAT THEM LIKE THE CRIMINAL THEY ARE. IT IS CALLED THEFT AND IF ONE OF US DID IT WE WOULD BE IN JAIL. THE CS DID NOT WANT TO CANCEL YOUR POLICY BECAUSE IT WOULD LOOK BACK ON THEIR REPORT. THEY ARE SUPPOSE TO KEEP CUSTOMERS AT ALL COST. MAYBE THE ATTORNEY GENERAL CAN PUT SOME PRESSURE ON THESE PEOPLE AND MAYBE PUT THEM OUT OF BUSINESS.