Intersections Insurance Services Inc. Chartered Marketing Services Inc., Draft Level AD Insurance, Smart-Step Protector Insurance, Financial Insider Network, MoneyPro Essentials, Advantage Care Plus Make predatory enrollment solicitation calls posing as Bank of America to fraudulently authorize reoccurring charges on victim's bank account Arlington Heights, Illinois

COMPLAINT ACTIVITY REPORT
BBB serving Chicago & Northern Illinois
Business Info: Intersections Insurance Services Inc.
P.O. Box 890 Arlington Heights, IL 60006-0890
847-797-8500
Location Involved: (Same as above)
Consumer's Original Complaint :

(Please note that this entry has been translated from Spanish to English on behalf of consumer filing this complaint) This company (a.k.a. Start-Step Protector Insurance, a.k.a. Level AD Insurance) makes predatory enrollment solicitation calls to their victims by posing as Bank of America representatives and through deceptive practices and high pressure sales tactics, they fraudulently authorize reoccurring charges on their victim's bank accounts. On 01/**/09, a telemarketer from this company called and with my limited English I told him that I was not interested, yet since that time I have been continuously charged $20 a month without my consent. I never gave them my bank account and some how they are able to charge my checking account every month even when there is no money in the account. I had my daughter call and request the service cancelled but they refused to refund the money they STOLE. They sent a copy of the "enrollment" phone call which is ridiculous because you can clearly hear me struggling to understand what the representative was saying and in the recording you can hear me explicitly saying with my limited English repeatedly, that I was not interested. I want them to put back all the money they stole from my bank account.

Consumer's Desired Resolution: I want a full refund.
BBB Processing 08/23/2010
web BBB Complaint Received by BBB 08/23/2010
web BBB Member or MIP Complaint Validated by BBB Operator 08/23/2010
Otto EMAIL Send Acknowledgement to Consumer 08/23/2010
Otto EMAIL Inform MIP Member of Complaint 08/24/2010
WEB BBB RECEIVE BUSINESS RESPONSE :

Dear Ms. Tooks, Thank you for your recent correspondence regarding Ms. X. In response, the following information is provided. According to our records, Ms. X enrolled in the SmartStep Protector Insurance Program on 01/**/2009 via a telemarketed solicitation. The Accidental Death Insurance coverage included an initial trial period until 04/**/2009, at which time the monthly premium of $20.00 would be automatically debited from the Bank of America DDA Account. During the enrollment, the future premium collection and timing were reviewed. Because she was not satisfied with this program, we are refunding all premiums that were paid for SmartStep. She should receive a credit to the DDA account shortly for $320.00. This represents all premiums paid from April 2009 through July 2010.

Sincerely, Stephanie Crandall
Policy Services Supervisor
08/24/2010

OttO EMAIL Forward Business Response to Consumer 09/01/2010
WEB BBB CONSUMER SATISFIED- WITH LETTER : (The consumer indicated he/she ACCEPTED the response from the business.)

I will accept the response from the business but only because they have agreed to refund the money that they deducted from my account without my knowledge or approval. I am not being "credited" for not being satisfied with the program as they claim but in reality they are returning the money that was mine in the first place. They should review their practices and understand that when a customer is not interested in the service, it is not okay to proceed with enrolling them in it.

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THE FOLLOWING ARE STEPS TAKEN PRIOR TO REPORTING TO BBB:
Level A. D. Insurance (also Smart Step Protector Insurance)
PO Box 890 Arlington Heights, IL 60006
1-866-879-0179 - Customer Service
847-797-8617 - Fax

* Cancel by phone & get confirmation number to stop future charges ...also request "Refund Inquirey" and request "Proof of Enrollment" (audio CD will be mailed with recording of you agreeing -or not, to enroll) **Please note that if the audio recording of the enrollment solicitation call does not have you explicitly saying "NO, I do not want to be enrolled..." they may use this against you because under their terms, a lack of a "NO" response is a default "YES" to authorize payment transaction using the account information already shared by BoA with them. Also contact BoA to "OPT-OUT" from allowing the bank to share your personal information including but not limited to your account number to third party vendors such as this one. Link to opt-out --> https://www4.bankofamerica.com/privacy/Preferences.do