ComplaintsforAmerican Heritage Insurance Services

• Initial Complaint

  03/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On May 2017, I was hospitalized in ******* Health System, for Gastric sleeve surgery. I contacted American Heritage Life Insurance Company and send all documentations related to the Hospitalization.I was an employee of ******************************** and American Life Insurance Company provide Life Insurance and Riders to their employee.Policy : 55AG327455 Claim ********* Hospitalized from 5/2/2017 to 5/3/2017 For the past 7 years, I have called the hospital, the ****************, billing office and medical records.I was instructed to have a bill with the services provided, includes diagnosis, and the surgical procedure.I was hospitalized for 24 HRS., The billing does not list the Dx. surgical procedure, nor procedure code.The surgeons office refused to provide the information, they verbalized the Insurance company should request the information, for they know the procedure.7 years, they can verify by requesting an x-ray, for the stables are in my abdomen.the medical bill, listed : Anesthesia surgical levels, room number, **** post surgery.American Heritage Life Insurance Company need to take responsibility by requesting proof of hospitalization, Dx. and procedure code from the Hospital and ****************, not the patient.

  Business response

  03/22/2024

  This complaint was directed to American Heritage Insurance services but was intended for American Heritage Life Insurance company. American Heritage Life Insurance is a separate entity and the complaint should be directed to them. 

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Im a retired U.S. Marine and medically retired F.W. ***** Police Officer. As a Police Officer in September of 2011 I bought a 20 Year $ ******* term policy from Allstate Insurance Company underwritten by ******** Financial Services in **********, ***** for American Heritage Life Insurance Company , ************, ** *****. I had the insurance on autopay. I called them a few times over the years. No problems arose. I was told multiple times the policy was guaranteed renewable, and its stated in policy Guaranteed renewable before policy is 20 years old or until I reach age 70. My DOB is 10/26/1957. It also has guidelines for any new contracts non guaranteed premiums for the new 20 year term. However; this year on 02/12/2024 I spoke to *********************** at 1435 hrs who told me emphatically my policy is NOT renewable. I believe she writes policies for ******** Financial Services in F.W. *****. This statement, and the vile hateful conversations (*** was amiable but untruthful) with there other office help told me to open my online account and review my policy. My first encountered problem online at www.****************.com was unbeknownst to me my primary email had been written down by Allstate incorrectly. (I find that more than suspicious with the length of time policy was in effect. ) I eventually found a truthful customer service agent who told me thats why I kept having problems opening my account using my email online. Next, even more disturbing, was on their communication page. On this page there is a choice of two types of communication. You can select e-communications or you can select ************* ************** ******* The online benefits page stated above would not take the hard mail option and would deny you any further access unless e- communication was selected. Would u recommend I obtain an Attorney? I have copies of contract if you need them. Sincerely, ******************* ******************************************************************** ************ text/ call anytime

  Business response

  02/21/2024

  This complaint was directed to American Heritage Insurance Services known as AHIS. AHIS does not sell or administer Life Insurance policies. I believe it was directed to the wrong entity and should be directed to American Heritage Life Insurance company. 

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This complaint is for GAP insurance through American Heritage Insurance services (Allstate).Claim number is: C001608398 This GAP insurance breached their contract. They made up numbers that doesnt reflect my payoff amount and is refusing to reevaluate my claim. I asked to speak directly to the insurance adjuster who worked on my claim but they denied access to the insurance adjuster.I asked for information to appeal this decision and they reported there is no appeal process for this specific case. *** tried contacting the corporate office but because this is a sister company of AllState, its impossible to speak to someone who can help me.Im seeking to file a complaint and also assistance on getting my claim in front of the correct person to reevaluate my claim with the correct numbers that were provided to them.Your help or guidance would be tremendously appreciated.

  Business response

  03/01/2024

  I am the senior division manager overseeing the *** department. I have reviewed the complaint and agree with the adjusters decision on this claim.
  
  Please note, the *** Addendum is not an insurance product, it is an agreement between the borrower and their dealer/Lender; American Heritage Insurance Services (AHIS) is merely the *** claims administrator on behalf of the dealer. The *** Addendum is offered to the customer at the time of the sale of the vehicle and the charge for the *** Addendum is financed into the customers loan; this is part of the financing/sales documentation which is signed by the customer at time of purchase and a copy is to be given to the customer by the dealership as part of the vehicle purchase documentation.
  
  The *** waiver provides that in the event of a constructive total loss to the covered vehicle, the dealer/lender will waive their rights against the borrower for the amounts due under the payable loss.  The payable loss is defined as the difference between net payoff on the date of loss and the primary carrier settlement. In the event there is no primary carrier coverage in effect on the date of loss,the lender will waive the difference between the net pay off as of the date of loss and the actual cash value. Actual Cash Value (ACV) is defined in the *** addendum as : The retail value of the Covered Vehicle, on the Date of Loss, as listed in a national or regional guide, such as *************************************** (****).
  
   Based on **** the value of the vehicle on the date of loss was $$13, 075.
  
  The net payoff is the amount of the lenders interest as of the date of loss, as represented by the portion of the borrowers unpaid balance according to the original payment schedule of the financing contract that is secured by collateral subject to limitations. The amount does not include any unearned interest; loan charges;late charges; any Delinquent payments; uncollected service charges; refundable prepaid taxes and fees; the recoverable portion of financed insurance charges;or the recoverable portion of financed amounts for unearned insurance premiums or refundable charges. (including, but not limited to credit life, vehicle service coverage/warranties and guaranteed automobile protection charges) .
  
  Based on the terms of the original loan contract, the amortized loan payoff on the date of the loss would be $13,075. Based on **** the value of the vehicle on the date of loss was $13,075 which is greater than the outstanding loan balance and no benefit would be due. 

  Customer response

  03/01/2024

   
  Complaint: 21319201
  
  I am rejecting this response because: I want the opportunity to appeal their decision. 
  
  Sincerely,
  
  ***********************

  Business response

  03/04/2024

  This complaint was considered an appeal and denial stands. 

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Car was totaled 10/14/2023 sent all documents to AHIS on 12/11/23 as per ally auto who told me I had to do so. called back 12/31/23 to be told only 2 of the 4 documents were received on 12/11/23 though all 4 were sent in same email. so sent again all documents on 12/31/23 called back still nothing sent again 1/8/24 said they received all documents and would be handled in 5-10 business days . It is now 1/31/24 and my claim has yet to be handled. this company will make you jump through hoops and loops and won't do their job. claim # C001570617

  Business response

  02/15/2024

  The *** addendum requires the customer to provide a number of documents including a police report, Insurance Valuation, Insurance check, loan contract, payment and history among others. Our records indicate the police report was not received until January 11, 2024. The claim was processed on January 31, 204.

  Customer response

  02/21/2024

  called ally is is now 2/21/24 and my car is still not paid off. **** said that **** has yet to send the funds . this is crazy and ridiculous, this car should have been paid off already and i have a payment due 2/29/24 if i dont make the payment then my crdit drops when I have never missed a payment.

  Customer response

  02/21/2024

   
  Complaint: 21227664
  
  I am rejecting this response because: Ally has yet to receive the payment and my car is still not paid off  but was totaled out 10/14/23
  
  Sincerely,
  
  *******************************

  Business response

  03/04/2024

  We followed up with Ally to see if they received the payment and they did not. We reissued payment and sent via overnight courier.  

  Business response

  03/05/2024

  The lender received the check and it was cashed on March 4, 2024.

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In march of 2020 a claim was filed for a 2015 ****** WRX that I totaled. The *** company claimed they never received their paperwork, which I mailed. I wasnt aware there was an issue until after it was sent to collections on my credit. The amount equaling roughly $2,500. After I notice its on my credit, I reach out to have them pay it and the claim the police report was not valid. Fast forward almost 2 years later the police report was magically valid and the can proceed to pay chase bank the money that is owed. Now we are about a month in 1/5/23 was the resolution and mail date for the check. My bank still isnt paid, its still on my credit, they dont have a tracking number for the money they sent and keep giving me and my bank the runaround. I would like my debts to be paid!

  Business response

  02/19/2024

  To accurately and fairly determine the amount of a GAP benefit, it is required for the consumer to provide supporting documentation including the original loan contract, insurance settlement paperwork and police report. The adjuster processing the claim has the authority to waive these documents if necessary. These documents are required to be submitted within 90 days of the primary insurance company settlement.
  Our records indicate the claim was initiated on August 5,2020. On November 9th, the claim was reviewed, and all required documents were not submitted so the claim was denied, and a denial letter was sent to the consumer.
  Nine months later the consumer contacted us and was told the claim was denied due to missing documents. Five weeks later the consumer submitted an incomplete police report which was added to the closed denied claim.
  The consumer contacted us four months later and asked us to approve their claim. The claim was reopened and reviewed by an adjuster. The impartial police report had sufficient information and the adjuster made the decision to overturn the denial and the claim was processed. A check was issued to the lender on January 5, 2024. As this check was not cashed, it was cancelled,and a replacement check was issued on2/12/2024. The consumer may want to follow up with the lender to verify it has been received and applied to their account. 

• Initial Complaint

  01/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  A check was sent to ************************* in the amount of $289.81. I deposited the check into my bank and 30 days later it was withdrawn. I received a check for the *** insurance but I have not cashed it yet because of this. I tried to contact them by the number on the statement. It is a number to a candy company and not the insurance company. It says they are in ************, ** *****. I would like to know why the check was withdrawn, to get it replacement check and to receive a call from them about this.

  Business response

  01/17/2024

  We spoke to this customer and explained the questions she had about her checks. 

• Initial Complaint

  09/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have sent several certified documents to Allstate trying to change ownership of a life policy that was originally owned by my late mother , and Allstate is refusing to do so as they keep requesting the same documents that was sent over and over.

  Business response

  10/12/2023

  This complaint was directed to American Heritage Insurance Services (AHIS). **** does not administer Life insurance policies. This compliant should be directed tot he entity which administers their policy. 

  Customer response

  10/13/2023

   
  Complaint: 20657027
  
  I am rejecting this response because:

  failure to comply to my request 
  
  Sincerely,
  
  *************************

  Business response

  10/30/2023

  Allstate dealer services does not manage life insurance policies. I believe the consumer directed this too the wrong company. 

• Initial Complaint

  09/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We put in a claim to Hertiage our gap insurance company on July 3rd or 4th 2023 for a car the insurance company totaled out the Optima. The insurance paid $11,000 for the car to the finance company, we put the claim in for them to payoff the balance of the loan. On the 6th of September they informed my son they were only going to pay $277.06 for the balance of the loan. I called on September 8th to Hertiage to dispute the amount and the lady told me they don't pay the balance of the loan they only pay what the insurance company value the car as. When we got the car they suggested the gap insurance`he explained that the gap insurance is a protection for the finance company and us if anything should happen with the car the gap insurance pays the difference but that's not true with this company. She informed me that they could pay more if I could get my insurance company National General to give me a higher value on my car I couldn't believe what she was saying , what was the reason for having the gap insurance I think it's unfair we can't get another car until this is taken care of and renting cars to get back and forth to work is costly National General did give a rental until they wrote the check.

  Business response

  09/18/2023

  C001504750
  The *** Addendum is not an insurance product, it is an agreement between the borrower and their dealer/Lender; The payment for the *** addendum was paid to the dealer and not American Heritage Insurance Services.  American Heritage Insurance Services (AHIS) is merely the *** claims administrator on behalf of the dealer. The *** Addendum is offered to the customer at the time of the sale of the vehicle and the charge for the *** Addendum is financed into the customers loan; this is part of the financing/sales documentation which is signed by the customer at time of purchase and a copy is to be given to the customer by the dealership as part of the vehicle purchase documentation. American Heritage Insurance services is the administrator for the dealer/****** and administers the business in accordance with the provisions of a separate agreement between it and the Dealer/Lender
  
  Concerning the outstanding balance, the *** waiver provides that in the event of a constructive total loss to the covered vehicle,the dealer/lender will waive their rights against the borrower for the amounts due under the payable loss.  The payable loss is defined as the difference between net payoff on the date of loss and the primary carrier settlement. The net payoff is the amount of the lenders interest as of the date of loss, as represented by the portion of the borrowers unpaid balance according to the original payment schedule of the financing contract that is secured by collateral subject to limitations. The amount does not include any unearned interest; loan charges;late charges; any Delinquent payments; uncollected service charges; refundable prepaid taxes and fees; the recoverable portion of financed insurance charges;or the recoverable portion of financed amounts for unearned insurance premiums or refundable charges. (including, but not limited to credit life, vehicle service coverage/warranties and guaranteed automobile protection charges) .
  
  The addendum does not provide coverage for any amounts deducted from the primary carriers settlement due to wear and tear, prior damage, unpaid insurance premiums, salvage, towing and storage and other condition adjustments. The primary carrier deducted $2,445.01 for prior damage and $837 for condition adjustments.
  
  In addition, if there is still a balance on their loan it may be a result of the consumers payment history. As previously stated, the *** benefit amount is based on the unpaid balance according to the original payment schedule. Any missed payments, deferred payment, late payments, additional charges, and interest are not covered by the *** addendum. A review of the loan history indicates twenty late payments. They also had five extensions. The extensions and the additional interest has a significant effect on the outstanding balance beyond the terms of the original loan contract. They may wish to discuss with their lender any missed payments, extension, late payments and any additional interest and charges related which are not covered by the *** addendum.
  
  If the consumer needs any additional information, I encourage them to contact us.
  

  Customer response

  09/30/2023

  The gap insurance should be paying more than $277.00 all I'm getting is excuses about covering more of the loan on the car and I'm not satisfied with the response from the gap insurance company as they stated it's to cover for the lender and borrower in regards to the loan not wear and tear of the car it or condition of vehicle it's supposed to be about the loan that's the reason why you get gap in case of loss on a vehicle that has a note. 

  Business response

  12/13/2023

  the *** waiver provides that in the event of a constructive total loss to the covered vehicle, the dealer/lender will waive their rights against the borrower for the amounts due under the payable loss.  The payable loss is defined as the difference between net payoff on the date of loss and the primary carrier settlement. The net payoff is the amount of the lenders interest as of the date of loss, as represented by the portion of the borrowers unpaid balance according to the original payment schedule of the financing contract that is secured by collateral subject to limitations. The amount does not include any unearned interest; loan charges; late charges; any Delinquent payments; uncollected service charges; refundable prepaid taxes and fees; the recoverable portion of financed insurance charges; or the recoverable portion of financed amounts for unearned insurance premiums or refundable charges. (including, but not limited to credit life, vehicle service coverage/warranties and guaranteed automobile protection charges) .
  
  In addition, the addendum does not provide coverage for any amounts deducted from the primary carriers settlement due to wear and tear, prior damage, unpaid insurance premiums, salvage, towing and storage and other condition adjustments.

  The consumers primary carrier deducted an amount for condition adjustments which is not covered by the *** addendum. The consumer may wish to discuss this condition adjustment with their primary carrier. 

• Initial Complaint

  02/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/15/22 I was in a head on collision that was caused by another vehicle losing control in the snow and getting into a head on collision with me. The result was several injuries and a total loss of my vehicle.Fast forward a month, Liberty mutual issued payment for my vehicle along with all requested documentation by American Heritage. I followed up with American Heritage to see that they received all documentation, and they said they received insurance documents, but not lien holder documents from Ally. When I called Ally they said its because the dealership and GAP providers are not required to send information for the policy I purchased and that I am required to get that policy to Ally. I followed through with this immediately, and had all documentation sent to several companies as requested, and followed-up with American Heritage claims to see that all documentation was received and that payment would be made to Ally for the remaining $2000 on the loan. The agent said they received all documents and that they would escalate this as I have already missed one payment due to the extended processing they required.Fast forward ANOTHER MONTH and they still have not issued payment even though they admittedly have had all documents and a follow-up call to make sure they would do so.This company will make you go through a limbo of obstacles and still avoid to make payment they are contractually obligated to make. I soon will have 2 missed payments on my truck loan because they have not followed through on their half of the deal.

  Business response

  02/28/2023

  Our records indicate the consumer contacted us on December 27th to start their *** claim. They were advised which documents were required to process their claim. We also told them that they should continue making regular scheduled payments on the loan until the *** benefit was complete. We followed up this conversation by sending a letter via email restating the conversation again, with a reminder to continue making regular scheduled payments until the *** benefit process was complete.
  The consumer provided some of the required documents almost forty days later February 7th. The consumer contacted us three days later and we advised them we were still awaiting them to provide the buyers order and dec pay. The consumer provided the remaining documents on February 13th.
  The *** claim was transferred to an adjuster for processing on February 28th and the claim was processed. .
  The *** waiver provides that in the event of a constructive total loss to the covered vehicle, the dealer/lender will waive their rights against the borrower for the amounts due under the payable loss.  The payable loss is defined as the difference between net payoff on the date of loss and the primary carrier settlement. The net payoff is the amount of the lenders interest as of the date of loss, as represented by the portion of the borrowers unpaid balance according to the original payment schedule of the financing contract that is secured by collateral subject to limitations. The amount does not include any unearned interest; loan charges; late charges; any Delinquent payments; uncollected service charges; refundable prepaid taxes and fees; the recoverable portion of financed insurance charges; or the recoverable portion of financed amounts for unearned insurance premiums or refundable charges. (Including, but not limited to credit life, vehicle service coverage/warranties and guaranteed automobile protection charges) .
  
  Based on the terms of the original loan contract, the amortized loan payoff on the date of the loss would be $28,638.08. The consumer primary insurance company settled with them in the amount of $26,456.12. The consumer is owed a refund from the dealer for the unearned portion of the *** adendum in the amount of $765.41 and a refund of the vehicle service contract in the amount of $1,747.83. This would leave no remaining balance and no *** benefit would be due.
  The consumer may want to contact their dealer to verify the refunds were issued and received by his lender.
  
  I trust this satisfies your request.   

• Initial Complaint

  02/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ON 05/06/2021 ENTERPRISE CAR SALES SOLD ME AMERICAN HERITAGE GAP PRODUCT, STATING IT WILL PAY ANY BALANCES MY INSURANCE DOES NOT PAY FOLLOWING A TOTAL LOSS.IN DECEMBER OF 2021, FOLLOWING A TOTAL LOSS TO VEHIICLE, I FILED A CLAIM WITH AMERICAN HERITAGE GAP AND WAS ROUTED TO ***********, ******. THE REPRESENTATIVE WAS EXTREMELY RUDE DEMANDING I SEND 10 DOCUMENTS TO PROCESS MY CLAIM. I SENT ALL 10 DOCUMENTS. I ASKED FOR AN EMAIL CONFIRMING RECEIPT. THEY REFUSED TO SEND ME ANY PROOF OF RECEIPT AND THAT I HAD TO WAIT 3 TO 5 DAYS TO RECIEVE MY DOCUMENTS AND WAIT 5 DAYS TO CONTACT THEM.I WAITED THE **** OUT AND THEY CONFIRMED THEY RECEIVED ALL DICUMENTS AND WOULD BE SENDING MY LENDER THE PAYMENT BY 12/28/2022. THEY DID NOT SEND THE PAYMENT IN FEBRUARY OF 2023 MY LENDER SENT ME DEMAND LETTER FOR BALANCE OF THE LOAN. AMERICAN HERITAGE ILIED TO ME..THEY LIED FEBRIARY 9TH 2023 ON A 3WAY RECORED CALL WITH MY LENDER . STATING THEY HAD ALL DOCUMENTS AND WOUKD SEND PAYMENT IN 3 TO 5 DAYS. THEY DID NOT AND LIED AGAIN TODAY I CALLED AMERICAN HERTAGE DEMANING A REFUND OF THIS SCAM GAP PRODUCT AND THEY HUNG UP ON ME. TELLING.ME THEY STILL MISSING DOCUMENTS AGTER CONFIRMNG RECEIPT OF ALL IN DEC. 22 AND FEBRUARY 2023 THREE MONTHS HAVE PASEED AND NOT ONE PERSON FROM AMERICAN CALLED OR EMAIL ME TO LET ME KNOW THEY NEEDED ADDITIONAL DOCUMENTS TO PAY MY LENDER. AS A RESULT OF THEIR LIES, INCOMPETENCE AND SCAM PRODUCT, MY LENDER REPORTED ME 30 DAYS DELINQUENT TO THE CREDIT BUREAUS AMERICAN HERITAGE INSURANCE SERVICES DAMAGED AND DESTRYED MY GOOD CREDIT RATING . NOW I AM UNABLE TO SECURE RENTAL HOUSING, GET CREDIT FOR ANY SERVICES AND RISK CONTINUED HARDSHIPS AND HOMELESSNESS.

  Business response

  02/21/2023

  Our records indicate the consumer contacted us on December 2nd to start their *** claim. They were advised which documents were required to process their claim. We also told them that they should continue making regular scheduled payments on the loan until the *** benefit was complete. We followed up this conversation by sending a letter via email restating the conversation again, with a reminder to continue making regular scheduled payments until the *** benefit process was complete.
  The consumer provided some of the required documents on December 8th and 9th. The consumer contacted us a week later and we informed them that we were still waiting on the loan contract, dec page and policed report. The consumer contacted us a week later to check on status.We advised them that we were still waiting for them to provide the dec page, loan contract and police report. Five days later the consumer provided the loan contract and dec page. We do not have any notes indicating she was told her claim was being processed. Eight days later she contacted us again to check on the status. She had not yet informed us that there was no police report. We requested a statement of loss and she hung up. On February 9th, the customers provided us a statement of loss, we still had not received the loan contract. We cannot determine the *** benefit without the loan contract. On February 16th, we informed the customer we needed the loan contract. The customer stated she didnt feel like she needed to send anymore documents.Again, we are unable to determine the *** amount without the loan contract. We received the loan contract on February 21st.
  Based on the settlement by the primary insurance company and the outstanding loan value there was no *** benefit due. The consumer will be proving evidence of the loan being satisfied so we can issue a refund for the unearned pro rata gap refund.
  I trust this satisfies your request.   

  Customer response

  02/23/2023

   
  Complaint: 19426963
  
  I am rejecting this response because: This is a fraudulent gap product. 

  There are complaints on the internet that warn of this fraudulent company.

  My credit is destroyed because of their lies.

  There is a current balance owes to the lender this gap coverage owes payment if $1200.

  I demand my refund. This company operated fro. ***********, ****** and refuses to cooperate

   They lied to .menin December and said all 10 documents were received and the ******* would be sent to the lender on the 28th of December. They lied. The lender did not receive the balance owed. 

  Enough with these liars. Send my refund today. 
  
  Sincerely,
  
  T. F. Alleaume

  Business response

  02/23/2023

  The *** waiver provides that in the event of a constructive total loss to the covered vehicle, the dealer/lender will waive their rights against the borrower for the amounts due under the payable loss.  The payable loss is defined as the difference between net payoff on the date of loss and the primary carrier settlement. The net payoff is the amount of the lenders interest as of the date of loss, as represented by the portion of the borrowers unpaid balance according to the original payment schedule of the financing contract that is secured by collateral subject to limitations. The amount does not include any unearned interest; loan charges; late charges; any Delinquent payments; uncollected service charges;refundable prepaid taxes and fees; the recoverable portion of financed insurance charges; or the recoverable portion of financed amounts for unearned insurance premiums or refundable charges. (Including, but not limited to credit life, vehicle service coverage/warranties and guaranteed automobile protection charges) .
  
  Based on the terms of the original loan contract, the amortized loan payoff on the date of the loss would be $20,570.09. The consumer primary insurance company settled with them in the amount of $20,870.18. This is greater than the outstanding balance so there would be no remaining balance to waive. In addition, the dealer owed refunds for the pro-rated unearned portion of the *************** contract in the amount of $118.00. I also note that the consumers primary insurance company took a condition adjustment. They may want to discuss this deduction with their primary insurance company. 

  If there is still a balance on their loan it may be a result of the consumer payment history. As previously stated, the *** benefit amount is based on the unpaid balance according to the original payment schedule. Any missed payments, deferred payment, late payments, additional charges and interest are not covered by the *** addendum. According to the payment history, the consumer received two extensions and did not make the regular scheduled payments as agreed in the original loan contract. They may wish to discuss this with their lender concerning any missed payments, extension, late payments and any additional interest and charges related which are not covered by the *** addendum.
  
  As stated, previously,in our first conversation with the consumer and in our email correspondence, we advised the consumer to continue to make their regular scheduled payments as the *** claim was being processed. Especially in this case in which no *** benefit was due and the outstanding balance would be the consumers responsibility.
  
  Also as previously stated, we do not have any record of telling the consumer that we received all required documents. We do have a record of confirming which documents were received as well as which documents were still outstanding.
  
  Our company is not operated out of ***********. Our main office is in ************ *******. We do have a portion of our calls handled by a call center located in ***********. All document processing and claim adjudication takes place in *****************.
  

  Our review indicates this benefit was proper based on the information provided and no refund will be issued. 

  I trust this sufficiently helps you address your concerns. If you need any additional information, please contact me. 

  Customer response

  02/23/2023

   
  Complaint: 19426963
  
  I am rejecting this response because: This company is  are lieing. They have purposely damaged my credit rating and I am now in danger of continued homelessness and financial hardship. 

   

  
  Sincerely,
  
  T. F. Alleaume

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩