ComplaintsforSouthern Oaks Insurance Services, LLC

• Initial Complaint

  04/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In mid-March I cancelled my car insurance coverage effective at the end of March. On April 3 the insurance company ACH directly from my account the sum of $1386.00, without authorization by me. The money was literally STOLEN from my account. I called the agent, ******** ******** and he apologized for the error and said that the money would be refunded to me immediately. That was three weeks ago, and they have refused to refund me the money that they stole directly out of my bank account.

  Business response

  05/20/2024

  Southern Oaks Insurance is a Local Independent Insurance Agency- we are contracted with multiple insurance Carriers to sell and service insurance policies, and help clients protect their everyday assets.  

  All the Carriers we work with have different process in place in order to services polices we hold. We do process payment for clients via Carriers websites but no money is kept in the office, it is applied to the clients policy, and funds go straight to the Carrier. Any refunds that are due, come from the Carrier the client holds a policy with, not the Agency-Southern Oaks.

  Here at Southern Oaks, we always hold ourselves to a high level of customer services, the Agencies' motto is:  Superior Service, Affordable Protection; the success of our business is reflected of this.   

  Mr. **** is a home and auto client, his polices were held with the Carrier, ******** *******.  Part of ******** *******'s cancellation procedure is to have sign documentation uploaded to their company website, which is also State law set by the LA DEPT of Insurance.  Mr. ****'s policy was set up on auto daft, pay if full- by his choosing. With "auto draft pay in full", the carrier, ******** *******, auto drafts the clients bank account at the policy renewal.       

  The stolen charge he is referring to is for his 6 months auto policy.

  Mr. **** did call mid march to cancel his home and auto policy, both polices were set to renew at the end of the month, 03/30/2024.  An e-signature form was sent to him, one for each policy in order to process the cancellation. 

  We received the completed home policy form cancellation form, but not the auto.  The home policy was successfully cancelled, however, the auto policy was not and auto drafted as scheduled.  It was a misunderstanding and oversight by us and Mr. ****.

  Once this was realized by the client, he called us questioning the transaction, we were able to get the proper documentation needed and cancelled the policy right away. It was a misunderstanding and oversight by us and Mr. ****, which we apologized for. 

  The true issued of the refund lies with ******** *******, which I agree with Mr. **** on this, and we have thoroughly explained to him, that ******** *******'s procedure it that it could take up to six weeks to receive the refund. He was even told this directly by ******** *******'s 24/7 customer service team.  If it was a simple matter of the Agency refunding the client, he would have had his money back without hesitation, weeks ago, but ******** ******* has the funds and the refund has to come from their accounting dept.  We did not steal any money from Mr. ****, and agree with him that it should not take this long to receive a refund.

  According to our records an refund process has taken place effective 04/03/2024. 

   

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