ComplaintsforProvidence Mutual

• Initial Complaint

  09/30/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  1) I require clear written accounting of previous partial refund of overcharges on my auto policy (for the vehicle I disposed of over a year ago)2) The company continues to **** me and debit my bank account despite the fact that I've been guaranteed twice that my policies have been cancelled. Continued billing has caused overdraft fees in my account. I am seeking refund of my overpayment of premiums plus reimbursement of overdraft fees.

  Business response

  10/05/2021

  1) Providence Mutual received a request on 7/22/2021 to remove the 2010 ***** Malibu which was sold in 2020. The Underwriter and the Agent agreed to remove the vehicle effective to the beginning of the 6/20/20 policy term.
  
  The change to remove the 2010 Malibu from the 6/20/2020-6/20/2021 policy term was processed on 7/25/2021 resulting in a net premium credit of $410.88 which was refunded to ************** on 8/11/2021.
  
  The change to remove the 2010 Malibu from the 6/20/2021-6/20/2022 policy term was processed on 7/25/2021 resulting in a net premium credit of $428.53 which was applied to the outstanding balance on the policy.
  
  2) On 9/21/2021, the Agent processed a cancellation request on the Providence Mutual direct processing system to cancel both the Personal Auto and the Homeowner policies effective 9/8/2021. The Providence Mutual direct processing system is an automated system contact was not made between the Agent and Providence Mutual to hold deductions while the cancellation was processed.
  
  Both Ms. ****** personal auto and homeowner policies were on EFT (electronic funds transfer) payment plan each with a deduction scheduled for 9/25/2021. Current programming requires contact with a Providence Mutual representative to cancel upcoming and future withdrawals if the cancellation request and the scheduled EFT payment are within a brief window.
  
  The personal auto policy (PAP0522980) took a deduction on 9/25/2021 in the amount of $158.67. A refund in the amount of $285.55 will be issued on 10/7/2021.
  
  The homeowner policy (HP *******) took a deduction on 9/25/21 in the amount of $10.83. A refund in the amount of $14.31 will be issued on 10/7/2021.
  
  Providence Mutual acted in good faith adhering to the deduction schedule and without any knowledge of the cancellation requests was unable to request a deduction hold with the bank. As such, any bank fees are the responsibility of the account owner.
  

  
  

  Customer response

  10/06/2021

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Please provide explanation of the accounting difference between paragraph 2 and paragraph 3.  If this policy has been replaced, how does that effect the credit that was applied?
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  Business response

  10/12/2021

  The change to remove the 2010 ***** Malibu effective 6/20/2020 was processed to both the 6/20/2020 6/20/2021 and 6/20/2021 6/20/2022 policy terms.
  
  The 2020 2021 policy term billed an annual premium of $2206.43.
  Providence Mutual received payments via EFT (electronic funds transfer) equal to $2206.43.
  The policy was paid in full prior to the change to remove the vehicle was processed.
  The credit to remove the 2010 Malibu was $410.88.
  This amount was refunded on 8/11/2011.
  
  The 2021-2022 policy term billed an annual premium of $2418.24.
  Providence Mutual received payments via EFT equal to $******.
  The credit to remove the 2010 ***** Malibu from the 2021 policy term was $******. 
  The credit of $****** was applied to the outstanding balance on the 2021 policy term.
  
  On 9/21/2021, a change to cancel the policy effective 9/8/2021 was processed by the agent.  The annual premium for 2021-2022 policy term was $2418.24 ****** (delete vehicle credit) =$1989.71. 
  Adjusted Annual Premium of $1989.71 ****** (EFT payments received) = $1269.45.  Remaining balance due $1269.45 **** (cancellation credit) = $285.55 credit balance.
  This amount was refunded to ************** on 10/7/2021.
  
  The request to delete the vehicle effective 6/20/2020 processed two months prior to the request to cancel policy effective 9/8/2021.  The process to delete the vehicle took two transactions as it affected two policy terms. The request to cancel the policy was processed after the vehicle was removed. Therefore, the cancellation premium credit is reflective of the vehicle remaining on the policy.

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