Geico Corporation

Review: I left GEICO in 2011 because their pricing was significant higher than another company. Their poor customer service agent told me there was noting else they could do and told me to go to the other company. I did just what the agent told me. I received a letter several months later advising I owed a small amount. I paid the $78.00 they said I owed. Fast forward to 2014-3 years later! I received a letter from [redacted], GEICO's collection agent, stating I have the opportunity to settle this bill before collection action is taken! Three years with NO CONTACTS from GEICO until this! I did contact the company and the agent said that several letters were sent. I advised her we received NONE! She told me she had no idea if they were received or not. I did ask her if anybody ever CALLED us and she said that she had no record of this. Three years after leaving and they send me to collection? See** rather vindictive rather than a honest attempt to collect money they believed they are owed. GEICO advised they are planning on sending this inquiry to the collection department-the same folks who took three years to send me to collection! I don't get a good feeling about this!Desired Settlement: I want the $78.30 bill adjusted, [redacted] notified to cease collection activity and copies sent to me as well as a notation made reference the collection activity on my credit report.

Business

Response:

July 3, 2014

Review: My Geico policy was about to cancelled. Policy was not properly check. The call log need to be check to see what time I called and who took my call.

I called geico on 11/18/13, 11/24/13 and on 11/26/13 to informed the representative about my financial status for not having the payment on time. On 11/26/13, I spoke to a representative to explain my situation, the representative then put me on hold for a long time to get permission from her supervisor. The representative then came back stating that her supervisor stated I will get a one time courtesy extention to pay my policy on 11/29/13. I called on 11/29/13,another representative ( **. [redacted]) told me that my p Policy #[redacted]: Policy was cancelled due to non- payment. I WAS TOLD TO PAY $259 TO REINSTATE MY POLICY. I was very angry the representative who I spoke to before lied about the courtesy extention. I then told the representative to please check the phone log to see when and what time I called about the extention. I was given the run around. It's seemed to be that geico charging me extra for the policy. Can anyone please check into this matter please. Thank you in advanceDesired Settlement: I want my policy to be the same and the price should be the same. Any extra fees added should be refund back to me.

Business

Response:

December 19, 2013

Dear **. [redacted],

We received your correspondence dated December 13, 2013, regarding the above-noted Consumer.

On October 12, 2013, we mailed **. [redacted] a renewal notice, which included a bill in the amount of $135.01, due on October 26, 2013. We did not receive a payment, and on November 14, 2013, we mailed **. [redacted] a notice that her policy would cancel effective November 25, 2013, if payment was not received. Our records indicate that we spoke to **. [redacted] on November 18, 2013, and advised her that the last day to make her payment to avoid cancellation was November 27, 2013.

We did not receive a payment, and **. [redacted]’s policy cancelled for non-payment of premium on November 25, 2013. Although our records indicate **. [redacted]’s policy was not accessed by a GEICO associate on November 24, 2013, or November 26, 2013, we agreed to reinstate her prior policy without a lapse in coverage on November 29, 2013. We processed the overdue payment of $135.01, and her policy continued without a premium change, lapse in coverage, or additional fees. **. [redacted]’s policy is now current, and her next payment will be due on December 31, 2013, in the amount of $130.24.

On December 18, 2013, we attempted to contact **. [redacted] to discuss her concern, however we were unsuccessful in reaching her. We trust this information is sufficient to allow you to close your file. Please call [redacted], Customer Service Director, at ###-###-####, if you have any further questions.

Sincerely,

Review: GEICO reporting my car as a total loss when, in fact, it was not.

I had a 1999 Mazda Protege for the last 13 years. I had hail marks on my car that were barely noticeable. Over the last few months I started having mechanical problems. Recent repairs cost $1,852.52. I attempted to trade it in for the vehicle I just now purchased, and the car dealership was ready to do so. When they ran my VIN number, [redacted] showed my Mazda as a salvaged vehicle; in other words a total loss. For that reason, the dealership would not take my car. It had no trade-in value whatsoever. I literally signed it over to the repair shop for a cost of $350, losing at least the cost of $1,500.00. Apparently, when I had the hail damage in March 2011 and went to GEICO to make a claim, I opted to keep my car even though they would not make repairs as I was told that it would cost more to repair than what it was worth. I took a lesser amount from GEICO to keep my car. I remember when my renewal came up later in that year, they wanted to drop my coverage because they said my car was a total loss. I was still driving it -- there was nothing wrong with it outside of the hail damage!! I finally convinced the GEICO agent that my car was driveable -- IT HAD NOT BEEN IN AN ACCIDENT -- it only had the hail damage. I kept the required liability and roadside assistance on my insurance policy since that time. Yesterday, I was told because I made the claim my car was reported as a loss. Not happy as it made me miss out on a money exchange as a trade-in.Desired Settlement: I would actually like GEICO to reimbursement me $1,000.00 to compensate for their error in reporting my car as totaled and/or salvaged when, in fact, it was very serviceable for over 2 years of it being reported as such. I missed out on a favorable transaction when purchasing my new vehicle.

Business

Response:

Dear **. [redacted]:

Thank you for your July 26, 2013 inquiry.

We reviewed our records and conclude this claim was handled in accordance with [redacted].

[redacted]) states the following: The term "total loss" means a motor vehicle, which has sustained damages equivalent to seventy-five percent or more of the market value as determined by the most current National Automobile Dealers Association Handbook. However, a motor vehicle that sustains cosmetic damages caused by hail equivalent to seventy-five percent or more of its market value as a result of costs for repairs to items such as windshields, windows, and rear glass, exterior paint and paint materials, and body damage such as dents shall not be deemed a "total loss" and salvaged; however, such vehicles shall be issued a branded title indicating the vehicle has sustained hail damage.

We estimated the total repair cost for the vehicle in question to be $4,744.26. We determined the market value for the vehicle in question to be $4,735.00 before deductions for vehicle retention and policy deductible. As outlined above, Louisiana law requires a branded title for vehicles when the damages exceed seventy-five percent or more of its market value because of hail damage.

Unfortunately, we are unable to offer an additional settlement amount as we have determined the disposition of this claim was proper. If further information is needed, please contact [redacted], Auto Damage Manager, at ###-###-####.

Sincerely,

[redacted] Assistant Vice President

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

They are claiming that my car would have a 'branded title' because of the hail damage -- which is what it had -- yet they reported it as a total loss! Why?? And because of a $9.26 difference between what they claim the hail damage amounted to and what they considered the value of my car to be, I lost out on a trade-in value on my vehicle because [redacted] shows my car as a TOTAL LOSS not as having a BRANDED TITLE (whatever the difference in that is). They are contradicting themselves by making these statements.

Review: Insured with geico for several years withouy incident,adding a new to policy customer service rep input info incorrecrtly,its been a nightmare call after call I'm instructed to provide more info in doing so,, Icontinue to get know where. Its disappointing,follow the rules do what's asked and to continually get no where,one person says one thing and another person says something else right hand doesn'tknow what left is doing scary these people are insuring lives..Desired Settlement: Better customer service, everyone should be on the same page,not a million different stories.

Business

Response:

Attached is our response to complaint ID [redacted]

Review: On July 1, 2013 I called Geico to cancel my insurance policy due to no longer having the vehicle. I was told that the refund of $63 would be put back on my credit card within 7-10 days. I waited but the money was never put on. I called the company and they said that it was sent by check to the wrong address and they were reissuing a new check to the correct address immediately. This was on the 23rd. I was told that we would have it within 5 days. On the 6th day we again called because we did not have the check and they informed us that it did not get sent out until the 26th and that it would take 7-10 days. Again we waited and called on the 10th day after not receiving the check and they told us that it wasn't actually sent out until the 27th and that we had to just continue to wait for it. We informed a supervisor that this was not an option because we are moving tomorrow and that we needed a new check sent because obviously this one is not going to reach us. My husband actually had to get on the phone and they are now saying that it is going to be about 2 weeks before we actually get the check. This will put us at almost 2 months of waiting for a refund check that should have taken no more than 7 days.Desired Settlement: I would like to have my money returned to me. I paid for insurance on a vehicle that broke down and no longer have. I did the correct thing and called to cancel the policy which clearly states that if you cancel early you get any extra funds returned to you in a timely manner. Almost 2 months is not a timely manner.

Business

Response:

Please provide the policy number and correct address to ensure prompt processing of a refund.

Review: Geico Insurance did not properly notify me when policy was about to cancel and now is doubling insurance rates from $217.17 per month to $425 per monthDesired Settlement: I would like my previous insurance rate of $217.17

Business

Response:

Please find our response attached.

Consumer

Response:

I never received all of the so called notices and Geico is sending the notices to a different address.

Review: I don't like Geico Advertisement at all and I kept telling them to stop sending me anything at all. I have filed a complaint before about that with your agency and you stopped them. But at seems to me that they don't take no for a answer. So not long ago this year and late last year I send letter directly to

VISE PRESIDENT [redacted] to stop sending any advertising here and I specify that I hate it the way is advertised and not send it again. Once again no was considered for an answer and adds were continiue coming. I also did tell [redacted] that the ads were stupid and that I wouldn't take their Insurance if they told me that is free of charge.Desired Settlement: Yes apology and notify all of its department to remove my name permanetly of their mailing list and not contact again.

Thank you very much.

Business

Response:

August 14, 2013

Review: June 29, 2014 was involved in an automobile accident in [redacted], TX. Where the motorist [redacted], represented by Geico, hit my vehicle from the back, while I was sitting a red light. Reported information to Geico. Geico stated they could not get in contact with their own client **. [redacted] and would not pay for the repair of my vehicle. I spoke with [redacted] and he said that he and his wife had already spoken to Geico and gave them the information. Since I have sent pictures of the accident and there after they changed my Geico representative. I have not been able to reach the representative nor the manager for any correspondce to my claim. They are aware that I was sitting at a red light not moving and was then hit by there client. Geico said since its his money they cant make him answer and therefore will not pay.Desired Settlement: Repair my vehicle which is an 2010 [redacted] damage caused by their client [redacted] vehicle.

Business

Response:

August 22, 2014

Revdex.com of Metropolitan Washington DC and Eastern Pennsylvania

1411 K St. NW, 10th floor

P.O. Box 149104

Washington, DC 20005-3404

Attention: [redacted]

RE: CASE NUMBER: [redacted]

COMPLAINANT: [redacted]

INSURED: [redacted]

CLAIM NUMBER: [redacted]

POLICY NUMBER: [redacted]

DATE OF LOSS: June 29, 2014

COMPANY: Government Employees Insurance Company

Dear [redacted]:

I have been with Geico for the last 4 months. I recently had my vehicle stolen and the process was smooth until dealing with claims agent JJ H[redacted]D #F3**. Mr. H[redacted] made numerous accusations against me and my stolen vehicle, could not update me with any status of the claim at any point in time, would not inform me of what was needed to resolve my claim , and made me feel as if my insurance company I trust in and pay every month is against me. My claim has been open for the last 2 months with no resolution and Mr.H[redacted] has know intent to expedite or give me any piece of mind to when this matter will be resolved . This claims agents motto is to "provide excellent customer service" which is definitely lacking. I work in the auto insurance industry myself and will definitely not be reccomending Geico after this experience .

Review: On the morning of Thursday, August 7th at around 8:30am I called and reported that my new car was apparently hit overnight in front of my residence. Appointment made at [redacted] in [redacted] NY that same day to see the Geico estimator at 2pm. I work for [redacted] and had to cancel a client appointment for 2pm in [redacted] to make this appointment. Since I work in the field on commissions, this was a big deal for me. I was out in [redacted] when I drove the 33 miles to make my 2pm appointment with Geico. When I arrived, there was NO Geico person there. I lost out on potential income, time, gas, wear and tear on car, caused undo mental stress and anguish. Called Geico again and representatives were not sympathetic to my plight. They said NO estimator would be available until next week. I called again Friday and got the same run around and story; no one is available until next week. I called this morning (Saturday, August 9th) and was told that an estimator could come to see me but no one is available for 5 days! That would make it over a week until I could be seen to estimate the damage on my car by Geico claims.Desired Settlement: My desired outcome is that Geico send an estimator to me as soon as possible, not after 5 days and that Geico waive my deductible in covering the cost of repairs to my vehicle. This is a fair request given the lack of professionalism, lack of timely customer service, poor customer service, lack of services that are included for the insurance premiums that I pay for coverage, lost wages, lost time, out of pocket expenses, mental stress and anguish.

Business

Response:

August 19, 2014Dear [redacted]Thank you for your inquiry of August 10, 2014.On August 7, 2014, [redacted] reported a collision claim involving his vehicle and scheduled an inspection for his vehicle for that same afternoon. Regrettably, when [redacted] showed up for the inspection the adjuster was delayed and missed the appointment.On August 8, 2014, we offered to send an adjuster to the location of [redacted] choice for an inspection.On August 11, 2014, Auto Damage Adjuster, Greg G[redacted], spoke with [redacted] and made every attempt to inspect his vehicle at a location and time convenient for [redacted]'s vehicle was inspected the morning of August 12, 2014, [redacted] thanked Mr. G[redacted] for his effort.If there are any additional concerns or questions, please Contact Auto Damage Manager, Kevin C[redacted] at ###-###-####.Very truly yours,Kenneth L[redacted] Auto Damage Director

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

The response is not a response at all. It was not directed to me, was not a truthful account of what happened, nor did it address any of what I wanted as restitution.

Regards,

Business

Response:

September 2, 2014 Dear [redacted]Thank you for your follow up inquiry of August 21, 2014.Our prior response outlined our handling of [redacted]'s claim.In his follow up he had requested a response from GEICO directly. On August 11, 2014, Auto Damage Supervisor, Dan B[redacted] spoke with [redacted] and apologized for any inconvenience due to the missed appointment.In addition, Auto Damage Manager, Kevin C[redacted] also left a message for [redacted] to apologize for the missed appointment.We are unable to waive a deductible as we must handle all claims fairly and consistently and within NYS Regulation. Again, we do apologize for any inconvenience we caused [redacted] and once we were made aware of the missed appointment, we arranged to have his vehicle inspected at any place and time convenient to him, including the same day we were made aware of this.If there are any additional concerns or questions, please contact Auto Damage Manager, Kevin C[redacted] at ###-###-####.Very truly yours,Kenneth L[redacted] Auto Damage Director

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Mr. L[redacted]'s description of the events he is reading/recalling from notes is clearly one sided and factually incorrect. Despite my numerous calls to Geico, it took them 6 days to have someone inspect the damages to my vehicle.No amount of "sorry for the inconvenience" will make me whole my lost time, mileage, wear and tear to my vehicle, cancelling of a client appointment and loss of business from that appointment. No NYS law inhibits or prohibits Geico from waiving the deductible. The claim, as first filed, states exactly why the complaint was filed. Should no agreement be reached, as told to Geico on numerous occasions, a claim is awaiting being filed with the local small claims court in my jurisdiction. Should Mr. L[redacted] wish avoid litigation, I would hope he would take this complaint more seriously rather than read notes, state inaccurate timelines and never follow up with the wronged party to get the correct/full version of the events.P.S.Geico is also refusing to provide me with a "Letter of Experience" which is a standard industry term and document. Another complaint will be filed accordingly.

Regards,

Customer service sucks very unprofessional ...the made a payment schedule with me and broke it twice ..then kept taking money out of my account without my authorization

Review: In June of 2013 I was ordered to get SR22 insurance, that same month I contacted my insurance company (Geico) and got it as directed. I have paid my monthly bill without fail for over a year now just to find out my insurance company never reported me getting my SR22 insurance to the state. I have had a suspended drivers license since July of 2013 over a mistake made in their office and didn't know. I have called geico a number of times to try to get this matter resolved so I can get my drivers license reinstated. The first lady I spoke to assured me the problem would be resolved that same day and that someone would call me back, I waited and never got the call back. I still have a suspended license because of their mistake and they tell me there is nothing else they can do.Desired Settlement: DesiredSettlementID: Not applicable

My drivers license reinstated today. I shouldn't have to wait another day to drive over a mistake made in the Geico office over a year ago.

Business

Response:

August 11, 2014

Review: Geico has cancelled my policy two times in 2013 @ their fault while collected premium from bank account. This resulted my Driving license in Virginia being suspended and cost me lost time of work and extra fees to get my license back from DMV.Desired Settlement: Geico needs to refund $165.00 back and compensate the time lost of work and my inconvience.

Business

Response:

November 12, 2013

Review: my boyfriend was added to my auto insurance policy without my approval. I got a "quote" for adding him and they will not remove him and increased my policy nearly 30%. We do not live together and in massachusetts he is not required to be on my insurance. there was no disclaimer that he would be added if he had a driving violation, it was a bait and switch tacticDesired Settlement: a disclaimer for future customer wanting to add someone to there insurance

Business

Response:

July 28, 2014Dear [redacted]:This will acknowledge receipt of your request regarding the above named insured’s private passenger automobile policy. I have carefully reviewed the matter and my findings are as follows:In [redacted]’s correspondence to your organization she alleges that GEICO added her boyfriend to her automobile policy without her consent causing an increase in premium. She has requested that GEICO remove him and reduce the policy premium.GEICO’s records show that [redacted] added her boyfriend, [redacted], via GEICO.com. Furthermore, when adding **. [redacted], she indicated that he was a regular operator of the insured vehicle and was not insured elsewhere. Upon review of his driving record, it was determined that he was a significant risk to the policy and proof that he would not be an exposure would be required to remove him.It is GEICO’s position that all proper procedures have been followed in the handling of the policy in question. [redacted] has since cancelled the policy. All unearned premium has been refunded. If you have any questions, or if GEICO can be of any further service in this matter, please contact me at ###-###-####.Very truly yours,Michael *. S[redacted] GEICO’s Executive Office

Review: I was involved in an accident involving only my automobile and a guardrail. police came to the scene and gave me a police report. no ticket was issued. when calling in the claim, they informed me that I had dropped collision. I was not made aware of this change, and I did not do it myself. in the state of connecticut, you are required to carry collision/full coverage on a vehicle with a lein on it, which mine has. they first told me that the change occurred over the phone, then switched it to an internet change. they told me that the representative that originally told me it was a phone change did not actually know what or where the change came from so it didn't matter what he said. they then stuck to the fact that it was a internet claim. they said that when I dropped my collision that I should have noticed the premium difference of $30 a month, but when asked why my premium varied every month they had no answer. I then asked them to produce an IP address of where the internet coverage occurred, but they would not provide me with that information and said that they did not have it. I believe that they lied to me and that the coverage change was never made. They were very rude and condescending to me while I was trying to get answers. it took their legal department over a month to make a decision and they had no answers even when the decision was made, just that they were not going to pay for it. I have a claim with the connecticut state insurance board filed as well and a lawyer ready for when they get back to me with their decision.Desired Settlement: Repair my vehicle, cover my transportation over the last two months, the storage of my wrecked vehicle and the inconvenience that they have caused by having to get rides, find a new vehicle, register and pay taxes on. None of this would have happened if they had admitted they were wrong and a mistake was made.

Business

Response:

Please see attached PDF response

Review: I purchased a new vehicle on February 2011. In requesting coverage for the vehicle, I asked that the coverage that was on my previous vehicle, which was traded in, be placed on the new vehicle. Unbeknown to me until recently, Geico put Mechanical Breakdown insurance on my new vehicle without my authorization. I requested that it be removed and my account credited from the date of coverage recently when I noticed the unauthorized coverage. Geico refunded one month of coverage. I accept responsibility for not checking my documents when mailed out. I have the insurance taken out of my bank account monthly. All I check is the amount that will be deducted each time my insurance is renewed. Geico claims I authorized it when I asked that the vehicle be coverage. Since I had purchased a 100,000 mile/84 month warranty which was very expensive up front when I purchased the new vehicle, I know that I did not authorized the coverage because I would have told them it was not necessary. The company acted dishonorably by placing that coverage on my new vehicle without my authorization. All new car owners should be made aware of this action taken by Geico.Desired Settlement: I accept responsibility for not checking the insurance documents closely. I assumed I could trust my insurance company to continue the coverage I had on the previous vehicle which had been purchased used (thus, not eligible for Geico's Mechanical Breakdown coverage which was not offered to me on my previous vehicle).The resolution I seek is for Geico to refund at least 6 months of the coverage not just the one month. As I accept responsibility, so should Geico accept responsibility.

Business

Response:

August 8, 2014Dear [redacted]:We have received your letter requesting assistance on behalf of [redacted]. A copy of our response to [redacted] is enclosed.If you have additional questions, please call our policy analyst, Jennifer Vi[redacted] at [redacted], extension [redacted].Sincerely,Derek Z[redacted] - Underwriting Manager GEICO General Insurance Company

Review: Policy #

Policy Number: [redacted] Claim # [redacted]

My car was involved in a hit and run. My insurance policy covered the damages as well a rental car, while my car was in the repair shop. I dropped off my car at the body shop on 06/28/13 as instructed by the Geico Claims Adjuster, Shante B[redacted]. The same day I picked up my rental ([redacted] Rental). In order for the insurance to pay for the additional damages, a Field Adjuster had to go to the shop to inspect the car after the back bumper was removed. The shop notified the insurance the same day my car was dropped off so the Field Adjuster can assess the damages. For two weeks, the shop and myself called the insurance because no one had gone to inspect the vehicle. At this time, I was a bit concern because according to my policy the rental was for 30 days only. I expressed that to Mrs. B[redacted] and she said not to worry because the insurance will cover it. The Field Adjuster did not show up to the shop until 07/24/13 (almost a month later), the body shop provided a date of completion, which was the day I picked up my car 08/15/13. This is the same day I returned the rental car. This resulted in me driving the rental car over 30 days. When I returned the rental car, [redacted] told me that they were waiting to get paid by Geico for the additional days. After two weeks, [redacted] couldn't wait for a payment from Geico for the amount of $766.54, so they charged my credit card which was on file. This also resulted in my credit card going over the limit, accruing interest and additional fees. I have provided all documentation requested by Geico to Mrs. B[redacted] to get reimbursed for the rental. As of today, I have not been reimbursed and I continue to get the run around by Geico. This has been ongoing since August 2013, almost a year ago.Desired Settlement: I want them to refund the $766.54 and if possible the interest and the additional credit card fees.

Business

Response:

August 6, 2014Dear [redacted]:Thank you for your letter of July 16, 2014 regarding [redacted]’s claim.On July 22, 2014 we contacted [redacted] regarding her concerns. We have apologized to her for the delays in her claim. Additionally, we have notified [redacted] that we will be refunding her all charges she incurred from [redacted] Rental Car in the amount of $766.54.If you have any questions, please feel free to contact Bryon L[redacted], Auto Damage Manager, at [redacted].Very truly yours,George R. Regional Vice President

Review: Called Geico Insurance on the phone. Made a payment of $69.09 for auto insurance. I told the guy I had to teenage kids. He told me the next months bill was going to be higher if I didn't send them proof. On June 7,2013 I bought [redacted] insurance, which is the same carrier as one of my daughters. June 21,2013 Geico tried to take money out of my account. Didn't get another text message saying they were still trying to take money out of my account, so June 22,2013 @ 11:59p.m. I put money into my account to pay a bill that was due. At 12:22 a.m on June 23,2013 Geico took $225.87 out of my account. As soon as I got a text telling me Geico had taken the money out of my account I called them. They told me they would not have a problem giving me a refund of 157.00 which I would get in 3-4 business days. When I asked more than one person why I wasn't getting the full refund they told me it was because I have teenage kids. I did not tell Geico they could take money out of my account. Called again today on June 25,2013 asking again why I don't get my all my money back, and they told me that I wasn't getting a full refund cause I owed more than $69.09 the month before, but $69.09 is what they told me to pay. Why do I have to pay for a Geico mess up? Then I also findout that I won't even get a refund until the end of the week way past the 3-4 days they told me. I would like to have all my money back.Desired Settlement: $225.87

Business

Response:

Anita [redacted]

Review: Geico has told me that I would recive refund within a specifed date . once date has occured refund was not thier and was told it would take another 3-5 days to processDesired Settlement: buisness to close and get my refund

Business

Response:

April 28, 2014Dear **. [redacted]:This is in response to your correspondence received in our Washington, D.C. Executive Offices. It was referred to the Dallas, TX Regional Office for a reply.On March 4, 2014, **. [redacted]'s GEICO Casualty Insurance Company automobile policy renewal was mailed effective April 4, 2014 through October 4, 2014 (copy enclosed).On March 25, 2014, an Electronic Funds Transfer Bill Notification was sent to **. [redacted] indicating an installment of $567.64 was due April 4, 2014 (copy enclosed). The policy was on the Electronic Funds Transfer payment method with a due date of the 4th of each month.On April 3, 2014, **. [redacted] called the Customer Service Department to cancel the policy effective April 4, 2014. As the policy renewed with a prior balance, $156.80 was due for coverage provided from March 7, 2014 until the cancellation date of April 4,2014.A minimum of three calendar days is required to stop an Electronic Funds Transfer extraction. As the minimum of three calendar days required to stop an Electronic Funds Transfer extraction was not given, the payment of $567.64 posted to the policy on April 4, 2014, The payment remains on the policy for 12 days, to ensure it is a valid payment, and then is electronically refunded to the banking institution to be credited to the customer's financial account.A refund of $410-84 was electronically sent to **. [redacted]'s financial institution on April 16,2014. The timeframe for the refund to appear in **. [redacted]'s bank account was approximately 3 to 5 business days, however it could take longer depending upon the individual financial institution,**. [redacted] contacted the Customer Service Department on April 16, 2014 regarding the refund, **. [redacted] was e-mailed a letter explaining the refund had been electronically submitted to his banking institution on April 16, 2014 (copy enclosed). **. [redacted] will need to contact his financial institution for the credit to his banking account as it has been released from this GEICO policy.If you need additional information please contact [redacted] by telephone at ###-###-#### from 8:00 am to 4:30 pm CST or by email at [redacted].Sincerely,

Review: I called in on April 14, 2014 @ 6:59pm. I spoke with an customer agent and even received a survey request via email after the call. During the call I told the lady that I needed to turn off automatic payments immediately and that I would call back on Wednesday, April 23rd to turn auto payments to make sure payment gets processed before policy is cancelled. She confirmed during the call that she did that and told me that I may receive a notice of cancellation but if I call in like I mentioned I would be okay.

As it turns out the payment was not turned off as promised and the payment went through causing me to have a fee of $35 charged to me by my bank. Geico was NEVER supposed to run the payment as the agent I spoke with April 14th assured me everything had been stopped.

I called in today after calling my bank and was told by a Geico agent that there is no record of me calling in last week even though I received a survey request regarding the call and my [redacted] call log gives exact date, time, and duration of call with Geico.Desired Settlement: Because of Geico's error, I want a billing adjustment of $35 since my bank charged me that fee!

Business

Response:

April 29, 2044This is in response to your correspondence received in our Washington, D.C. Executive Offices. It was referred to the Dallas, TXRegional Office for a reply.On April , 2014, **. [redacted]' Electronic Funds Transfer Bill Notification was sent indicating a payment of 104.45 would be automatically deducted April 20, 2014 (copy enclosed). Later that day **. [redacted]' changed vehicles and coverage resulting in an increase of 34.09 to her policy,On April , 2014, **. [redacted]' GEICO automobile policy renewal effective May 11, 2014 through November 11, 2014 was mailed to her (copy enclosed). Enclosed was an Increased Extraction Notification Letter indicating the renewal payment of 167.98, which included the 34.09 amount due from the prior policy term, would be extracted on May 11, 2014 (copy enclosed).On April 20, 2014, the Electronic Funds Transfer payment of 104.45 was applied to the policy.On April 22, 2014, **. [redacted] changed coverages on her policy resulting in an increase and the Electronic Funds Transfer Bill Notification was sent indicating a payment of 180.57 would be automatically deducted on May 11, 2014 (copy enclosed).The policy records do not reflect **. [redacted]' conversation with a Service Representative on April 14, 2014 to disconnect the Electronic Funds Transfer or that **. [redacted] would call back on April 23, 2014 to reconnect the payment plan.Since GEICO's policy billing transaction summary tracks policy changes, GEICO Customer Service Representatives are not required to document each and every call. The April 14, 2014 transaction to disconnect **. [redacted]payment plan was not captured in the billing transaction summary.We have spoken with **. [redacted] and she forwarded a copy of her bank statement indicating the withdrawal of the GEICO payment caused the 35.00 banking fee that she incurred. We will reimburse her the fee and apologize for the inconvenience.If you need additional information please contact [redacted] by telephone at [redacted] extension [redacted] from 8:00 am to 4:30 pm CST or by email at [redacted].Sincefely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I have enjoyed being with Geico, and I hope that nothing like this ever happens again. I will be sure in the future to always get the agent's name in the future since every call is not recorded like I thought it was.

Regards,