Don't Do Business With Green Lizards or Cavemen!

Disclaimer: I can't control the ads that show up on my hubs. Wish I could though...

I should have known better. A company that uses a cold-blooded reptile as a mascot probably isn't a company I should be doing business with, however, two years ago I decided to go through this company for my auto insurance.

I thought I had a great deal going. The people I spoke to were pleasant enough. Of course, that was before I ran into a problem. My problem had nothing to do with a car wreck or anything like that. My problem was with their customer service department.

Short on bank funds, I called my insurance company asking if they could move out the date that they take money from my bank by a few days. I explained my financial situation and was assured that this wasn't a problem. The date was moved out five days, from the 15th to the 20th. At least that's what I thought.

The 16th of January I woke up feeling great. I just sold some stuff on eBay and I was very happy. Finally, I have a few extra bucks to get me through til pay day. Yes, times are tough. At least they are for me, but I was happy. I was getting through it. Then I checked my bank account. So much for my good mood. Those good-for-nothing lizards didn't change the date after all and I had a negative balance in my bank account. I thought that it could be easily corrected. Boy, was I in for a surprise.

My bank did a stop payment but advised that the $35 fee (and any other charges) be reimbursed by my insurance company. First person I spoke to had no idea what I was talking about. He got defensive and thought I wanted to cancel my automatic payments. I told him that's not what I wanted him to do. He puts me on hold forever. He comes back and said that they would no longer be taking funds out of my account. I take a deep breath and calmly explain to him that I only wanted them to credit me for fees my bank charged me, since they were at fault for my troubles. He said I should send over a bank statement and the phone call ended.

I felt uneasy after this call and called back. I spoke to someone else who thought we should do a three-way-call to the bank and see about the charges. Okay, I guess. She said she'd call me right back. The day goes by. No call back.

I call later in the evening and ask to speak to a manager. The girl who answered the phone is utterly offended that I won't let her help me. I assure her that my issue has nothing to do with her. I wait on hold for fifteen minutes. Finally, a man takes my call. He is rude and makes it clear that I am wasting his precious time.

"I really don't understand why you are calling." He tells me.

"You attempted to take money out of my bank account. I have a negative balance in my account and had to do a stop-payment. I have incurred fees due to your error and am still at a negative balance. I'm not getting any help."

"Weren't you told to send over your bank statements?"

"Yes, by one person who did not seem to know what he was doing so I called back. The other person I spoke to said we'd call the bank together but she rushed me off the phone. She never called back either."

"So send over your bank statement."

Lovely person he was. So I faxed over my bank statement. As I wait for some kind of email or phone call, I start calling other insurance companies. Now I'm really fuming because I find out I've been ripped off. Allstate's rate was $20 cheaper per month. Progressive's was $35 cheaper!

It took a day for the stop payment fee to go into effect and it also took a day for the additional fees to show up. I did as I was told and sent over the statement the very next day.

I also decided to cancel my insurance. I called back and first asked the rep on the phone if I will be receiving my money back from them. She said yes and that the check was on its way. I then tell her that I am unhappy with the customer service I have been receiving and will be cancelling my policy. Unphased, she says okay and cancels my policy. She tells me I will be getting another check from them for $85 within a week for the remainder of the month. I feel somewhat relieved.

Today is Tuesday, January 24th. I check my bank account and my account is negative by $54.00. This can't be, I think to myself. Looks like my former insurance company took money out of my account again. I get a lady on the phone who thinks I am talking about the two checks they owe me (that I still haven't recieved). When I tell her this isn't what I'm calling about, she begins arguing with me. I cut her off and tell her once again why I am calling. She tells me to call my bank and there's nothing she can do. Out of fustration, I tell her she's an idiot and she hangs up on me.

I make another call. This time I ask for a manager. The lady asks me what the problem is. I tell her in great detail. I'm left on hold for fifteen minutes. The rep comes back on the phone and assures me that the checks from last week's error will be sent. I realize that not only does this company hire cavemen for their commercials but they have quite a few of them working in their customer service department as well. I realize I'm getting nowhere and hang up the phone.

I have filed a claim with my bank and am going in again this afternoon to see what I can do to prevent my former insurance company from taking money out of my bank account again. As someone who has spent many years in customer service, I can't begin to describe my disgust at the treatement I've recieved. I have also filed a complaint with the Better Business Bureau.

Sadly, customer service has become a bit of a joke in the last few years. It's not about the customers anymore. Seems like many companies will hire anyone who will work for as little pay as they can get away with and don't even bother training them. Either that or the jobs are outsourced - which is even worse. Hopefully greedy companies - especially those operated by funny looking lizards - will wisen up. After all, you need customers to stay in business. Maybe it would be a good idea if they start treating us right.