I have never felt more taken advantage of in my adult life. I've been a loyal customer for the last 17 years. My parents for even longer and loyalty means nothing to this company. I call to pay my auto Insurence like I've done many times in the past with never any problems. Except this time someone did not feel the need to double check the policy number & paid a large amount to my renters policy instead of my requested payment to my auto policy. Instead of calling me and giving me the option of submitting a different form of payment or even informing me of the mistake, they decided to charge my debit card a second time to the correct policy. When they did call to tell me about the situation they acted like it was no big deal. The woman even had the audacity to laugh about the situation. They decided to blame my Insurance company instead of accepting blame themselves. I called my insurance company to see if they could reverse the payment & to express my anger with them regarding the situation and they inform me that this mistake was caused by my agent. The agent lied to me from the beginning! She said my insurance company applied the funds to the wrong policy when in fact it was her. All they can say is sorry. They won't cover my loss, refund my money nor do they care that I'm taking my business elsewhere after 17 years of loyalty on my part. I have to wait at least 5 business days to get my money back. Because of this negligence I now have to pay another utility late, which will cause a late fee, borrow money from my mother to buy groceries, and all this because someone else made a mistake. Not me! Crow Hill's mistake is costing me & my family hardship. And all they can say is sorry, laugh & tell me to have a nice day. I shouldn't have to pay the consequences for someone else's mistake. Whatever happened to making your customer happy? Whatever happened to quality and kindness? This never should've happened. However, I'm not without reason. I understand humans make mistakes. But a decent human being would fix it the best they could. Show compassion when your customer is crying over the phone because your mistake may have cost her family their meals for the week. I'll be honest, I feel they should've told my Insurence company to keep the payment and offered to cut me a check. That would've paid me back, covered my renters Insurence for the year & would've kept me as a customer. This review would've been a lot different had they handled their mistake with more kindness then with lies and a piss poor, heartless apology. read more