Motor Vehicle Services/Enterprise Financial Group (EFG) Horrible Customer Service and Refund Runaround Saint Charles Missouri

August 4, 2016 I spoke with Joel Allen and paid $150 down payment for a vehicle protectiong policy.  August 24, 2016, I sent a letter to the cancel the coverage and request a refund.  I waited a week and called to follow up on the cancellation and the status of my refund. 

I spoke with Kyle, September 1, 2016.  He was extremely rude and combative.  He kept telling me that I had to "properly" cancell my policy and I hadn't followed their procedures.  I asked to speak with Joel and kept getting the run around.  Finally they told me that he was on vacation.  I asked Kyle how to cancel the policy.  He replied that the directions were in my policy booklet.  I told him that I had the booklet in my hand and read the instructions given in the booklet.  He told me that I was wrong.  After several minutes of hostile back and forth, he told me that the policy could not be cancelled until I returned the signature page.  I asked him to show me where those instructions are in the booklet.  After several minutes, he was unable to do so.  However, per his instructions, I sent another letter and a copy of the signature page againg requesting cancellation of the policy and a refund.  

I called to follow up on the cancellation and refund, Thursday, Octoberr 6, 2016.  I was told that my refund would be posted to my credit card on or before October 17, 2016.  That did not happen.  I call again this morning, October 18, 2016 and spoke with Kyle again.  He told me that my refund would be in the mail today and I should have it by Thursday.  I asked why I had been given conflicting information on my last call last week.  His reply, "it is what it is."  I found that the be a completely unacceptable explanation.  Having had a previous bad experience with him, I asked to speak with someone else. 

Steve, his supervisor, got on the line.  I again asked why I was given conflicting information about recieving my refund.  I expressed my frustration with all of my experiences with this company.  It was beinginning to fell like some sort of scam.  He told me that they switched credit card processing companies and would no longer be able to send the refund back to my card.  It would be a check instead.  I asked him why Kyle could not have told me that in the beginning.  It was not an appropriate answer to give to a customer.  Steve told me that Kyle didn't know they answer.  I asked him why Kyle didn't ask someone before giving such a condescending answer.  He told me that cancellation are rare and repeated that Kyle didn't know the answer.  He said he would review the call. 

My experience with this company has been absolutely horrible and reeks of fraud.  I simply want the policy cancelled, my refund and to anever have to deal with them again. 

Alan K. Moore

akmoore009@gmail.com