So back in October I bought a new car and while sitting in the dealership I called up my insurance company (Infinity) and provided the young lady with my new VIN and car details that she needed to update my account. At the end of the call she tells me that everything is taken care of and for me to have a great day.
Now, I don't know what happened at that point. Maybe her computer froze, didn't complete the update and she no longer had the new car info. Maybe she just didn't feel like updating the information to the new car. I really don't know, but what I do know is that after 8 full months of paying an increased premium I find out that they don't have my new car on file. The girl never updated my information and actually stated in her notes "No VIN Provided).
When I heard this last night I couldn't believe it. Well, actually I could believe it because I have been in a Call Center environment most of my adult life so I know things happen. Oh, well, not really a reason to be super upset and I just worked with customer care to resolve the situation.
I spoke with a young man in customer care who was extremely helpful and he advised me that all I would have to do is speak with a Senior Underwriter work out an arrangement to pay the difference in premiums and they would back date my account. I was then transferred to the most rude person I have ever spoken with.
Not only did this girl tell me that everything that the previous rep advised me of was totally wrong but she informed me that there is absolutely nothing that she will do to help. She actually said to me "Well, maybe next time you will pay better attention to your mail." What!?!! Are you kidding me?
My premiums come directly out of my checking account each month on the same day without fail. I never had any reason to not think that the appropriate changes had been made.
Ok, now, the company has been taking premiums out of my account for a car that I no longer own and refuse to refund any of those charges. They also refuse to backdate my policy to the date that I called and allow me to pay a little extra. And they also refuse to provide me any service for my new car because it is "Not Insured by Them."
How can a company just keep taking money and not offer any help? How can they acknowledge that I called to change my policy but the girl didn't update the account and now tell me that I have to accept full responsibility for that mistake?
This might be a little lengthy but I am pretty upset that I have paid over $1,000.00 over the last 8 months and it has all gone to nothing, no support, no coverage, no help, and a rude support staff. After several calls with their customer service department I will now resort to a letter to their CEO James R. Gober, all directors, VP's, the BBB, and the State Attorneys office until I get some sort of assistance with this situation.
I'm really not asking them for much, and have even offered to pay more money but the "Senior Underwriter" simply responded to that with "Sir, we really don't need your business, we can just close the account now."
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