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Report: #1325887

Complaint Review: Aon Hewitt - Nationwide

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  • Reported By: AreBe — Martinez California USA
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  • Aon Hewitt Nationwide USA

Aon Hewitt Obtained double payment, refused refund Lincolnshire, Ill Ill

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My Alcatel-Lucent retiree medical insurance is administered by Aon Hewitt of Lincolnshire, Il. My premium of $1287.31 is due the 10th of every month and I've always used their website to pay the premium on the 9th of each month. Their system has always put out email confirmation but that did not happen on 9 August. On the 10th I contacted Aon Hewitt to ask why the confirmation was not sent. I was told that they had no record of the payment and to make another payment via the site. The second attempt resulted in an email confirmation. Shortly after that, I checked my bank account to see that the payment on the 9th was deducted from my account. I called Aon and told them that they already had the payment from the 9th and to stop the second one from the 10th. I was told that they would not see the second payment for several days. On the 11th I checked my account again and the second payment was debited. I called Aon and asked for a supervisor after laboring through why I wanted my second payment refunded. I spoke spoke with Kadisha (ID 4N322D) who told me a ticket would be issued (10081642309). She also took all of the payment information from the10th including my bank account number, making it sound as though she may be able to do something and she would call back on the 12th. Another employee (Anna) called back on the 12th and told me it would be at least 14 days to get my money back due to their processes. I told her this was unacceptable. I called back later on the 12th and spoke to an agent, Babs, who assured me a better escalation since the unanticipated loss of $1287.31 was clearly a hardship for me and I that would have a resolution in five days. The next contact from Aon was a robo-call at about 4:30 pm (after their business hours) on Friday the 19th. The message was "Aon needs more time to resolve your issue". On Aug. 24 I had a message from Kadisha to call her. I called on Aug. 25 and was not told when my money was going to be refunded, but was asked if I still wanted it refunded. I said I did and wanted to talk with Kadisha. I was told several times during the conversation that Kadisha was unavailable. I told the employee (based in Puerto Rico) that I needed a callback telling me when I would get my refund, and that Kadisha should do it. I riterated that their processes and inflexibility were causing an unnecessary hardship for me. I also advised them that I would file a complaint with the BBB (I did on the 25th) and anyone else who would listen. Since the 25th, I've heard nothing from Aon. The BBB complaint was sent to Aon on the 26th and has not been responded to. 

On September 1 I called Aon. Agent Leo answered and informed me that notes as of 31 August indicate I declined the refund. I told him I never declined and to give me a supervisor. I got Babs, who I spoke top on August 12. I reminded him that when I talked to him on the 12th he said I would have an escalation and answer within five days, and that did not happen. He then told me that Nokia (Alcatel-Lucent) had declined my refund because they have already applied it to September. I told him this was completely unacceptable as I pay on the 10th for budgetary reasons - I live on retirement and social security. He had no answer other than we have your payment and will apply it to September. I continued to say I needed my money back now and he continued to say that it had been refused. I asked for his manager since all he was doing was repeating company policy. I was told none was available but someone would call back within 24 hours. He also said that whoever that was would give me the same answer - no refund - the money would be applied to the next payment because thats what their processes are.

This report was posted on Ripoff Report on 09/01/2016 12:48 PM and is a permanent record located here: https://www.ripoffreport.com/reports/aon-hewitt/nationwide/aon-hewitt-obtained-double-payment-refused-refund-lincolnshire-ill-ill-1325887. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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