Three weeks ago I began requesting information for a new out-of-state policy (for the 2nd time because I was told to wait until my 6 month term was up before) and also needing a policy submitted to the state's database showing that I do in fact have insurance. I explained from the beginning that the state I live in has notified me that they need proof submitted by my insurance company or my license and registration would be revoked for up 6 months.
I was told it would be worked on and someone would call me back. Several days later I called again to follow up because I had not heard anything. Again, I was told that Bobby would be working on it and he would call me back. So a few days later, I called to only be told it was being worked on and that he just hadn't been able to get to it. I explained my concerns and that Bobby Thomas, Jr. had in fact not called me.
It wasn't five minutes later the same young lady called me back and gave me a quote. This quote was in fact $30 higher a month than it was 2 months ago when we originally went over what I would be looking at. Even then we went from almost $200 a month to $120. I was a bit concerned because I have been with Nationwide for 9 years now, never been a minute late on a payment and never have had to be reminded of my payment.
I told here that I could not and would not pay $150 for my insurance a month and pretty minimal benefits being a female with a perfectly clean record. I had previously had a suspension on it that I was not technically responsible for but had such a time trying to get it removed that I gave up and decided to just pay the cost until it fell off. Though it was removed from my record later, my monthly cost never went down.
I asked the lady on the phone (the office manager) to please stop the direct payment from my banking account in the event I could get it cheaper. I explained that I am doing the best I can to make ends meet as it it. She said okay and that my account would be fine until the Friday of that week. Mind you, we are well into 2 weeks from the original call and I have yet to be able to prove to the state that I have insurance and it has never lapsed.
I find that with Allstate my rate is cheaper, I am getting more coverage, and my amount would go down each 6 months that I am accident free. Now, I would be paying very little had I started with Allstate in the beginning!! So on the Thursday of this week I call to follow up and make sure they are not planning to deduct money from my account and the lady keeps asking me who I talked to about stopping it.
Being on my way to my 2nd job, I had the paperwork I'd been keeping notes on locked in my office at work. I basically get a "tough" response and I am told that the payment has already processed and would be taken from my account the following day. She assured me there was nothing she could do. I should have sent her written notice 3-5 days prior to cancel my service, though she never mentioned any of this during the duck hunt they led me on over the past 2 weeks.
Then she goes on to tell me that Bobby Thomas is going to tell me the exact same thing and there's nothing they can do...she puts me on hold for a while once I demand to speak with him and comes back to say he's on another line. I had even asked her what if I just withdraw the money from my account so that you can't take it and her response is well when it comes back to us we also charge you a $30 fee. WHAT?!?!
So once she refuses to let me speak with Bobby Thomas I explain that I want to hear from him tonight or I would be taking further action she just says huh thank you, thank you, thank you. I told her that when we spoke on Monday for her to be so "black and white" now, the honest thing for her to do would have been to tell me then that if I was going to find something more I needed to submit the request then and not to lead me through this gray area.
And in case she missed a step it was actually her that told me the change on my account would be stopped and she dropped the ball. Though she insists that she is not capable of making a mistake and that basically I am lying but all she could say was that's not what she said. So either she didn't say it or I am lying and I have much better taste than that as I am much more responsible than that.
She dropped the ball just as I assumed she had when she amazingly got my quote within 5 minutes of ME CALLING THEM to follow up... I am working 2 jobs 6 days a week 15 hours a day and have been for almost a year now. I have NEVER been late on a payment to them and I am doing the best I can to make other things right and pay people what I owe. The last thing I can do, as I am sure many Americans will agree with me in this time of distress economically, is afford to pay 2 insurance payments!!!
Here it is almost 4 business days later and I have yet to hear from Bobby Thomas, Jr. They are in complete disreguard to their customers, any situations, or taking responsibility for their actions. ( or lack thereof ) I spoke with a lady whom I believe is with the corporate office on Friday and explained my situation. She has been more than helpful and very very courteous (sic) to my situation and helping me resolve this matter.
However because of this one agent, they have lost my business as a company and I will move forward to a smaller company before I will contribute them again. My problem is not with Nationwide Insurance as it is with the Bobby Thomas, Jr office for Nationwide. I ended up having to cancell payment with my bank and fortunately they were understanding enough that I had all fees waived and Nationwide Insurance waived fees on their end for the stop payment.
And now a lady in Ohio is having to deal with me so that I know everything is okay and taken care of because OBVIOUSLY THE BOBBY THOMAS, JR OFFICE IS CONCERNED WITH ANYTHING BUT TAKING CARE OF THE CUSTOMERS THEY ARE RESPONSIBLE FOR. I would advise anyone to go with Nationwide through the 1800 number. Sometimes even having someone directly to deal with is more worthless than a random person that is a little more understanding to what kind of creeps are in an agency.
la vergne, Tennessee