Business ProfileforFreedom Insurance Group, Inc.

This review is for the hickory location. Every month we call to pay our bill and it takes Betty 30 + minutes to figure out how to take a payment even when we provide the account number and amount. This month we called to pay the monthly payment for renters and the monthly payment for car insurance. We provided the account number and the amount we wanted to pay for each bill. We asked to pay $22 for renters and Betty charged our account $169 instead then acted like we gave her the wrong information. Theresa got on the phone to correct the problem and informed us it could take days to receive a refund for their mistake. We asked if instead of paying another $180 for our car insurance, if the money could be transferred to the other bill. We live pay check to pay check and we can’t afford to be paying for other people’s mistakes. Theresa said that she spoke to the insurance company and they approved of that solution. Three days later we got a refund for the $169 and our account was past due. We had to call once again to inform them that they did not fix the issue. No apologies were said and they don’t care that they put people’s insurance at risk of being canceled. This issue started at the end of a day and it was obvious they were more worried about getting out then fixing a mistake they caused. Every month we deal with similar issues and it takes days for them to get our bill paid. The month before this occurred, Betty claimed we didn’t have any money in our account and that it was our problem to fix even though we had more than enough money in our account. Theresa got on the phone and openly admitted that Betty can’t do her job and we needed to go through her. When they are reaching out to fix these mistakes they can’t even be bothered to call, they want to do everything through text message. If I could give a negative star I would. I regret going through the hickory location in the first place and will be paying my bill at a different location from here on out.

So sorry to hear about your experience. As far as the time it takes in order to pull up your information on the Insurance companies system, they have enacted a number of security measures in order to sign into the systems, so sometimes it can take 2 or 3 minutes if your not logged into the system. We did see where the payments were applied incorrectly and were easily corrected with a phone call. We have taken measures to assure that your experience will be great in the future. We do value and care for all of our clients as we have been in business for 25 years and enjoy serving our community.

First of all, my complaint is not about the new security system. My complaint was that even after we have given her our account information we are still being told repeatedly that she cannot find our account. Then when she finally does find our account she claims she can’t seem to get the charge to go through and blames our bank. But yet the second another employee gets on the phone it conveniently all works again. Your excuse about the security system also doesn’t work when other employees have openly admitted that this person is constantly messing up other customers’ accounts all day long. It has nothing to do with the security system, it has to do with poor customer service. Secondly, your statement “We did see where the payments were applied incorrectly and were EASILY corrected with A phone call” also shows lack of information, poor customer service, and no accountability. You used the word easily and said it was a phone call which is incorrect. The first phone call was on October 10 at 3:32 and it only lasted 2 minutes where Debbie charged our card incorrectly. Therefore, she was clearly already logged into the security system. The second call was at 3:34 that lasted 25 minutes. The third call was at 4:00. The fourth call was at 4:34. The fifth call was at 4:37. The sixth call was at 4:49. The next day on October 11 at 8:46 we received THREE text messages then got a SEVENTH call at 9:03 while we were at work. After spending TWO days and 7 phone calls later, the situation was still not fixed and the money was sent back to our bank account even though Theresa told us that the situation was fixed and the money would not be returnedNeand our bill was still not paid. Therefore we had to call again on October 16 at 10:58 while we were at work to once again ask them to fix our bill. So was the mistake fixed, yes. However, I would certainly not call it easy when it had taken two weeks, eight calls, and three texts to get it done.