ComplaintsforFarmers Insurance Federal Credit Union

• Initial Complaint

  07/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to formally lodge a complaint against Farmers Credit Union and Farmers Insurance Company for unfair trade practices that have severely impacted my business operations and financial stability. I purchased a book business for $500,000 with an annual revenue of $240,000. My monthly payments are approximately $5,500. However, Farmers has systematically harmed my agency in several ways:Software and Process Delays: Farmers acquired companies without adequately understanding their software and processes, causing significant service delays.Failed CRM and ERP Implementation: Farmers' implementation of a new CRM and ERP system has been disastrous, requiring extra staff to manage billing and document issues.Increased Rates: Farmers has significantly increased rates, making it difficult to attract and retain new clients.Reduced Commissions: Farmers reduced commissions by 30%, making it challenging to maintain staff. Although they claim commissions can be earned back, only a small percentage of agencies, mainly large ones, are able to do so.Lead Cost Participation: Farmers stopped participating in lead costs, further straining resources and hindering new business generation.Elimination of Skip Payment Option: Farmers Credit Union discontinued the skip payment option, which allowed us to skip a payment when revenue was low, coinciding with the commission reduction.These actions by Farmers Insurance Company and Farmers Credit Union have harmed my business and put undue stress on my financial well-being. I request the Better Business Bureau to investigate these matters and take appropriate action to ensure fair business practices.Thank you for your attention. I look forward to your prompt response.

  Business response

  07/19/2024

  Hello, the only aspect of the complaint that refers to Farmers Insurance Federal Credit Union (as opposed to Farmers Insurance) is regarding the skip a payment.  Please be advised we discontinued offering skip a payment due to a business decision effective on 4/8/2024.

• Initial Complaint

  06/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 02/12/2024, I was charged an annual fee of $99 for my **** credit card. Farmers had previously charged me $99 on 04/25/2023. I called Farmers on 04/25/2023 to ask about cancelling my card. The customer service representative told me that I could wait until 04/24/2024 to cancel my card if I wanted, because I had already paid for a year in advance. Therefore, I was planning on cancelling my card in early April to avoid the next fee.So, when I was charged the fee on 02/12/2024, I called to request that the fee be reversed, and I was told that the 2023 fee was charged to my account late when it should have been charged in February 2023. I told the rep that I specifically asked the rep from 2023 when I could cancel, so that I could avoid getting another fee the following year. That person who gave me the wrong info should have checked my disclosure agreement to get the correct cancel date. The rep from 02/12/2024 advised that I could have cancelled my card anytime. However, I think they missed the point. I was given incorrect information, and Farmers needs to take responsibility for that and reverse my fee.

  Business response

  06/19/2024

  Hello, please be aware that we are currently researching this complaint.  As the member has stated that she was told that as long as she cancelled her ************ by April of 2024, she would not incur a $99 fee, we are currently awaiting call recordings between the member and Credit Union within the time period the member stated the call occurred to see if it can be found.  We will provide an update after we have listened to the calls.  

  Customer response

  07/02/2024

   
  Complaint: 21827723
  
  I am rejecting this response because:

  Please provide an update on your research. There would be only one phone call to listen to. Additionally, the representative would have made a note on the account as well to verify what she told me, since customer service **** tend to note accounts with the information they gave the customer. 
  

  
  

  Sincerely,
  
  ***********************

  Business response

  07/17/2024

  After having reviewed the members BBB complaint, we understand that the member contends that in April of 2023, she was told by someone at the Credit Union that as long as she cancelled her ************ by April of 2024, she would not incur a $99 fee in 2024.  We looked for any system notes referencing this call, and did not find them.  Additionally, call recordings were searched between the dates of February 1, 2023 and June 1, 2023, and no such recordings were found pertaining to the number ************.   If the member called us from a different number, we ask that she provide it to us so we can further investigate.  Otherwise, we are unable to waive the $99 fee, as her agreement stated this would be charged in February 2024 (the anniversary of her application).  

  Customer response

  07/27/2024

   
  Complaint: 21827723
  
  I am rejecting this response because:

  I did call, and I can prove it with my phone records, which I have requested from ******* (they are being mailed to me). Will you accept my phone record that shows I called either the day of the charge or the day after? You need to honor your word, even though there is no record of it on your end.

  
  Sincerely,
  
  ***********************

  Business response

  08/19/2024

  Hello, our position remains the same as it was on 7/17/24.

  Business response

  08/19/2024

  Hello, the member is welcome to e-mail their phone records to ******************* (please black out any sensitive information member does not wish to share).  

  Customer response

  08/19/2024

   
  Complaint: 21827723
  
  I am rejecting this response because:

  I have emailed the phone records showing my phone call to Farmers, and I am waiting for your fee reversal.

  
  Sincerely,
  
  ***********************

  Business response

  08/21/2024

  Please note that upon review of the phone records provided by the member, we could not find records of the recording of the call.  As a result, the $99 fee was refunded to the member.  

  Customer response

  08/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  I hope that, in the future, Farmers will have more integrity than they have previously displayed to me. Trust has been lost. 
  
  Sincerely,
  
  ***********************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩