Started my policy in beginning of 2015, didn't have a single issue until.. I moved out of apartment in December. I called them on Dec 22nd to change the address on my policy, I was asked the name of my new apartment complex, they sent a request out to add it to their system, asked me to call the next morning. I do, nothing has changed, they ask for me to call the next week. I do, nothing has changed, they tell me it must be due to the holidays, ask me to call 2 days later (on the 30th of December, if anyone is following). I call, nothing has changed, they say that it's because the leasing office of my new community is not responding, probably due to New Year's.
I call again, this morning, explaining once more what my problem was and asking what they could do to help me, or even if it's something I can do to help speed things along. I know I have 30 days to make a change to my policy when I move, so I have 2 weeks left before things start crumbling.
The guy on the phone was the most condescending, rude, and obnoxious service person I have ever talked to. He spoke to me as if I was a toddler, telling me in a "grown-up voice" there is nothing that he can do for me, and that if this situation doesn't change in the next 2 weeks, before my 30 days are up, I will be left with 20% of my insured amount on my policy and will be penalized. Tells me that it's because my leasing office isn't answering, and they can't do anything more for me. But, he then points out he can do another type of request, to add my address without the name of my apartment complex, and asks if I'm ok with this. I tell him no, I'd rather call the leasing office later today, and see what the hold-up is, and proceed with the existing request submitted 4 times in the past 2 weeks. He answers, wait for it, that he is overriding my refusal, and will do his new method anyway. Wait. What? Then he continues on, saying we can do a conference call with the leasing office now, but I tell him I'm at work and would like to do things on my own time, later, when I have another break, and he says that if I hang up now he will proceed with his own request or will cancel my policy. WHAT? Every time I tried to back out and give him my reasons why I'd like to stay on the same track, he would talk over my own voice, louder, until I stopped and he could again drill in the same speech that "I've been trying to help you since the beginning of this conversation, but you've done nothing but work against me".
I'm sorry, I've been calling your company for the past 4 weeks, but no, I don't want things to work for me???
I usually am very calm, I understand that customer service deals with a lot of angry and/or annoying people on a regular basis, and I try to empathize as much as I can. But this is just ridiculous!!
I told him at one point that he was being a bit condescending and that he should watch his tone when he speaks to a customer (and that line took all the courage I had), and he responded with, again, that I'm not letting him, and I'm (apparently) doing nothing to help this move along.
He eventually put in the request even though I didn't want to, (because he has 7 1/2 years of experience and can over-rule my own decision), demanded that I check my emails, open his email, and click on the link, and proceeded to show me line by line how he was right all along and what I should do next. I still don't know if my complex will be ok with this new insurance seeing as they don't appear anywhere on it. I still don't understand why he did this without my consent (I am still paying, right?), and I will DEFINITELY not renew once my insurance is up in February.
Sorry for the rant, but I think that people should know that their customer service is both useless (asking me to call almost every 2 days, telling me they'll send me an email... never got one), and downright threatening and condescending. read more
