Manny Morin Insurance Agency State Farm Insurance Charged and withdrew funds from my bank account w/o authorization and won't give me back my money Miami Florida

State Farm Insurance Co took $160.83 without authorization from my bank card. On November 16, I made my monthly premium payment of $334.21 thru Leslie one of their agents and I told her to remove my bank information after the payment. The reason I told her this is because I had received a letter from SF I was going to be paying $495.04 for the month of November.  This amount was wrong b/c it had overage of the UM(Uninsured Motorist) coverage.  I rejected this coverage since Sept 23, 20 sending signed electronic forms, and SF said they never received my rejection on a letter I received on Oct 21, 2020.

I sent the forms signed electronically like 4x.  I called SF immediately when I saw the charge on Saturday Nov 21 for the $160.  I asked to speak to the manager and Elise Mendez came to the phone. I explained to her I had asked Leslie to remove the card but the manager confirmed the card was still there. I also informed her the money involved addition of the UM being added to my policy to which I pointed to her I had already sent it like 4x to Leslie.  The manager said she would send me DOCUsign Forms to me to authorized electronic signature.  Not until then was this done correctly and I realized the agent didn’t know what she was doing. I was furious.  

Elise the manager told me that I would be getting back the $160.83 in 2-3 days. I called the Wednesday before Thanksgiving and Elise told me that she didn’t tell me it was going to be a refund but she had just received approval to refund my money and I had to wait another 2-3 days.  She asked me for my routing and checking account number to which I was skeptical in giving to her and scared SF would manipulate again for self-gain.  I expressed to her the frustration I had in been giving these unrealistic timelines and to be upfront about the time it will take to get my money back.  In addition, I wasn’t given a confirmation number of the refund approval or anything to be able to follow up with them. I was again skeptical of their practice, but I thought perhaps is a company issue. 

On November 28, 2020 I made the decision to leave State Farm and called their customer service number to inform I was going back to my old insurance company.  I was starting on Dec 1, 2020 with the new company.  On Dec 2, 2020 I emailed them a copy of my new Insurance cards to make the cancellation official.  Also, a woman from the underwriting unit by the name of Erika called me and told me I could go anywhere to BBB that she would get the complaint anyways.  As if this isn’t frustrating enough the experience with State Farm has left me without words but confident, I will never use them again for Auto Insurance. 

The two issues of the UM coverage, and the $160.83 was a State Farms mistake not changes as Erika from underwriting calls them.  The only change to the policy I called for was a removal of one of the cars leaving the policy with two cars.  This was taken into account immediately as I received a letter from SF acknowledging the removal of this car. It is now December 7, 2020 and I still have yet to see my money back.  They keep telling me the refund has been sent to me in a form of ACH but I still don’t see it in my bank account.  This is bad practice not to give the customer a confirmation number when money transaction has been done.  I also asked for confirmation the Auto Policy has been cancelled and they told me they don’t give confirmation for this as well.