Complaints

This profile includes complaints for Country Financial's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Country Financial

  1701 Towanda Ave Bloomington, IL 61701-2057

• 

  Country Financial

  P.O. Box 2020 Bloomington, IL 61702-2020

• 

  Country Financial

  1711 G.E. Road Bloomington, IL 61702-2020

• 

  Country Financial

  1711 GE Rd. Bloomington, IL 61702

• 

  Country Financial

  1401 Koester Dr STE 200 Forsyth, IL 62535-9699

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/22/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Country Financial Insurance-The 1st incident happened on May 7, 2024. Caught in one of the Two of the afternoon storms went on to produce swaths of large hail (up to 2" in diameter) and wind damage. Damages to Automobile, and roof with shingles. 2nd incident July 15th derecho storm that ripped through the southwest suburbs. More damages to roof with hole, mature limbs down. I pay my auto/home premium, however no return calls from agent in 5 months. I am writing to formally express my concerns regarding the lack of support from my insurance agent, ***** ******, in relation to my weather-related claims.
  
  Despite multiple attempts to contact ***** ****** via phone and email over the past five months, I have not received any responses or follow-up communication. While I was instructed to email my questions, my inquiries remain unanswered. This lack of guidance has left me uncertain about the claims process and my coverage.
  
  The ongoing lack of communication has caused significant delays in my claims process. I request immediate assistance in resolving these issues and guidance on the next steps.

  Customer Answer

  Date: 10/24/2024

  Hi *****,
  
  As I mentioned on the phone, we have documented a formal complaint regarding both your representative and recent claim. This complaint will be shared with leadership. I don’t believe there’s a separate process for appealing a claim decision, but I will double check with our claims management and get back to you on that.
  
  If you are still dissatisfied, I’m happy to work with you toward a resolution, but I would need more information on what you’re requesting (i.e., as we can’t change actions previously, what can we do moving forward?).
  
  Please feel free to reach out to me directly if you have any questions.
  
  ********* ******
  Executive Client Relations Specialist
  Client Advocacy
  ************

  Customer Answer

  Date: 10/24/2024

  Hello,
  
  I’m just writing to confirm we don’t have a formalized process outside of reinspection to appeal a claim decision. As we have reviewed your claim and reinspected, we consider this appeal closed.
  
  Please let me know if you have additional questions.
  
  Thank you,

  Customer Answer

  Date: 10/24/2024

  ********* ****** 
  Tue, Oct 22, 7:31?AM (2 days ago)
  Hi *****,
  
  Our executives’ contact information isn’t something we share, as they don’t speak directly with clients. My department is responsible for communicating with clients on our executives’ behalf.
  
  Thank you,
  
  ********* ******
  Executive Client Relations Specialist
  Client Advocacy
  ************

  Please note my previous email was requesting the CEO email address *** ******. Once again no assistance from HQ executive office- ********* ****** of Country Financial. My entire claims process has no return call from my agent ***** ******, with over 12 phone calls placed to his office secretary in last 5 months. No customer service, or claim services on 2 claims within in a 60 day period all due to weather conditions in Illinois. FEMA has also send out emails for those of us effected. I have needed assistance. Still being stonewalled, now they are doing this to the BBB. 

  Business Response

  Date: 10/24/2024

  We will reach out to the complainant directly to resolve this issue. 

  Customer Answer

  Date: 10/24/2024

  ********* ****** 
  Wed, Oct 23, 7:32?AM (1 day ago)
  
  Hi *****,
  
  Our CEO, *** ******, received your email and has requested I look into the situation and respond on his behalf. If you have additional concerns in the meantime, please contact me directly.
  
  Thank you,
  
  ********* ******
  Executive Client Relations Specialist
  Client Advocacy
  ************

  ***PLEASE- note this is the same person that told me the claims already closed, attached is her previous copy of emails( I forwarded to you on this system). She told me on the phone she was the final decision maker of the entire company. That is why I found the CEO's email address and reached out to him. I requested a 3rd inspections from adjuster. I was told and emailed no more adjusters! it is over. Their is nothing in my policy stating of a limit on adjusters evaluation. The 1st adjuster was not on roof, he flew a drone over roof. The last adjuster 2nd one- ***** wanted in my attic, found a board that was dry rot with a hole in my roof. He said this is a disclaimer in your policy will not cover this. I said what about the rest of the roof? He said he was done looking. Roof contractor was present for this inspection. 

  Customer Answer

  Date: 10/24/2024

  ********* ****** 
  Oct 23, 2024, 7:32?AM (1 day ago)
  
  Hi *****,
  
  Our CEO, *** ******, received your email and has requested I look into the situation and respond on his behalf. If you have additional concerns in the meantime, please contact me directly.
  
  Thank you,
  
  ********* ******
  Executive Client Relations Specialist
  Client Advocacy
  ************

  ***PLEASE Note this has been going on since May 7, 2024 on 1st weather related incident to my automobile, Tornadoes July 15th more damages to roof and hole in the roof. They continue to not answer my questions or give me customer service, or claim services. From the no response from my agent on no phone calls returned, no assistance or education in this process since May 7th. I have been treated unfairly, maybe because I am a single woman that has continued to ask for help from my Country Financial Insurance Office of my agent, and His manager *** ***** in another Country Financial Office. Being referred to HQ Country Financial Executive Client ********* ****** that already stated she has reviewed file and already closed. PLEASE advise asap, I have been turned away at every turn!

  Business Response

  Date: 10/25/2024

  We are still in communication with the complainant regarding this matter and have given her contact information for any additional concerns in the meantime. 

  Customer Answer

  Date: 11/05/2024

  Please note on these documents this is the same person- ********* ****** Executive Client Relations Specialist. That previously told me there is no process for appealing or disputing the claim. The claim is closed and over. I asked to talk to her supervisor. She- ********* told me she is the highest authority in this decision process. Case closed over. 

  How is this a fair process, of getting to any resolution? Paying my premium's all these years, my agent ***** ******, has no professional courtesy to return any of my calls. After I places over 12 calls in last 5 months. I called his manager *** *****, he was not in, the office person said call Country Financial Headquarters. No return call from the manager either. Then left no choice but to email the CEO *** ******- 

  2nd email to CEO-

  *** ******, 
  I am writing to express my deep dissatisfaction with the handling of my claims, and to formally demand arbitration at this stage. I reached out to Country Financial Insurance Headquarters to file a complaint, dispute and was informed that there is no established process for addressing my concerns. I also requested for 3rd person on evaluating my property damages. I was refused. I haven't received any response or guidance regarding the weather-related roof damage, including a hole, that I reported in July.
  As of today, I have yet to receive a return call from my agent, ***** ******, or his manager, *** *****, since May 7, 2024. This lack of communication is unacceptable and has left me without any assistance or clarity on the next steps in my claims process.
  In Illinois, the obligation to act in good faith and fair dealing is a fundamental principle in insurance contracts. Critical information has been withheld from me, and the absence of guidance has resulted in significant emotional distress and punitive damages.
  I urge you to address this matter promptly and facilitate the arbitration process so that I can obtain the support I need.
  Thank you for your immediate attention to this issue.

  Let the record show that all this information is going to the same person- ********* ****** that already stated there is no process on disputes, or appealing a claim. The weather issues on the roof were not address of all the 5 storms with hail, wind damage, storm damage from tornado damages July 15th. I request 3rd senior level adjuster to come out. I was denied. This is not stated in policy a limited amount. No assistance from my insurance agent through both of my claims due to weather related. 2nd adjuster ***** **** Claims Representative state in attic that would is dry rot wood were the hole is. I asked to look at the rest of the wood in the attic. ***** said no not interested. This was not a fair or through evaluation of my entire roof. 

• Initial Complaint

  Date:10/21/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am currently paying (approx.) $85.00 for 6 months to NOT drive my car and park it in the garage. At my renewal, that amount increased 35% to (approx.) $250.00. I have repeatedly requested (5 times either by phone or email) for a detailed breakdown showing the increase and what it's for. I am on a fixed income. With this new premium I will be paying $500.00 annually to NOT drive my car, whereas, with full coverage, I would be paying (approx.) $800.00. My requests have either gone unanswered or I was forwarded a copy of the dec page which I already have access to via the online website and ****. It is not unheard of for a customer to request an itemized breakdown of a bill from a company. A 35% increase does not make sense to me. $500.00 dollars a year to park and NOT drive my car seems outrageous. Any assistance with the issue would be greatly appreciated. Thank you.

  Business Response

  Date: 10/22/2024

  Thank you for your October 22,2024 notification in the matter of case number ********. Please be advised that we are working directly with the complainant to address their concerns.

  Sincerely,

  COUNTRY Financial Insurance Company

  ***** *****
  
  ********************************
  
  ************

  Customer Answer

  Date: 10/25/2024

   I am rejecting this response because: The company has ONLY sent me a copy of the dec page showing the final premium. Even though I have been asking for a detailed invoice showing increase to premium of 35% for weeks now, my bill is NOW due in 8 days, and I still don't know why I have to pay $250 to park my car in a garage, instead of the current amount of $85.
  
  
  
  

  Business Response

  Date: 10/28/2024

  We are following up with the complainant.

  Customer Answer

  Date: 10/30/2024

  Please see the response from ***** ***** from Country Financial. The investigation is still on-going and has not been resolved. Thank you.

• Initial Complaint

  Date:10/08/2024

  Type:Billing Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  June of 2024 i unknowingly missed an insurance payment. When I logged in in July 2024 i seen a double payment due and was unsure why. I reached out to the representative they assigned to my account. For the entire month and several emails I only received 1 response saying he would look into my account. I never received any response after that until a new representative was assigned to my account. (7/26/24) I made a payment arrangement for 8/14/24 and made payment 2 days early (8/12/24). At that time I was never notified that my policy was canceled. I was pulled over 9/6/24 and found out I had no insurance. I then spoke with the representative that was assigned to my policy and was told they could back date my account if I paid in full. I then had to wait to get a price. Once I had that price I paid all the fees (10/3/24) and was then told it would be sent to underwriting to get the correct insurance card. I just received my insurance card with the date of 10/3/24. I was never informed they decided to not back date my insurance. I am not going to have to pay fines for not having insurance when I had made all payments needed once they decided to contact me back.

  Business Response

  Date: 10/11/2024

  We will reach out to the complainant directly to resolve the issue.

  Customer Answer

  Date: 10/11/2024

   I am rejecting this response because:
  
  
  They are unwilling to correct anything on their part. They have stated that their position stands.

  Business Response

  Date: 10/25/2024

  We have reviewed the situation and communicated our findings with the complainant. 

  Customer Answer

  Date: 10/28/2024

   I am rejecting this response because:
  
  
  Still no resolution for situation. Because of lack of communication on the part of their agents I am now faced with multiple fees. This will also be placed on my driving record.

• Initial Complaint

  Date:09/26/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My neighbor above me had a huge leak from their home that went into mine, so of course a claim was filed. It took over a month for Country Financial to send someone out to decide to "clean up" the water damage. I was lucky enough to have an HOA willing to pay for water cleanup after a couple weeks, until Country financial pays them back. Fast forward over 3 months later and Country financial is saying that they need more time to decide to pay money for the damages done. When I emailed the adjusters supervisor (*****) there was no response. I also let them know that the Adjuster they sent out (*******) looked as though he was under the influence of drugs or alcohol and that they should check on his well being.

  Business Response

  Date: 09/27/2024

  Thank you for making us aware of your concerns. I've reached out to claims management and we will review status and contact you with what the next steps are. 

• Initial Complaint

  Date:09/24/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  13 year client, 100’s of polices…shame on CF.
  
  I am in the process of a homeowners insurance claim due to a large hail storm that impacted my property on Memorial Day Weekend. Country Financial has made it clear they dont want to pay reasonable costs associated with the repair in my area. The adjuster they sent out complained about having to travel this far to review my damage. He never went in attic, never got on a ladder. Country is coming up super short and it’s been months of almost no contact from the senior ******************************************. I have contacted my local CF agents who are just as embarrassed of CF lack of responsiveness. It’s been months with no resolution. Only after over 3 months of feet dragging, I decided to move forward on my windows that were damaged and leaking, sent video evidence and had to take action to stop further damage. Then and only then did ***** decide to sent out an engineer to inspect the windows and roof. Currently my roof is covered with a tarp it’s so bad. Country Financial and its CEO *** *****’s should be ashamed!!!! I
  
  I have hired a local licensed roofing/siding contractor to work on my home, after interviewing close to 10 different companies. I am very meticulous with who I choose to do business with, which is why I chose Country Financial as my insurance provider. But, both myself and my licensed contractor have had numerous issues with the adjuster that was assigned to my claim from Country Financial. My local agent ****** ***** continues to complain that he and his staff have not seen behavior like this before and they dont understand why it’s happening to me. We have had SUCH POOR COMMUNICATION they are clearly hoping we go away. I am at a loss for words with these jokers. Why pay for insurance from Country Financial if they just review to cover the basics and forego the most basic of all decencies, COMMUNICATION.

  Business Response

  Date: 09/26/2024

  To Whom It May
  Concern:
  
  Thank you for bringing
  this issue to our attention. Please be advised we will work directly with the
  complainant to address their concerns.
  
  Sincerely,
  COUNTRY Financial®
  Bloomington, IL
  
  ****** ****
  Executive Client
  Relations

• Initial Complaint

  Date:08/03/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am in the process of a homeowners insurance claim due to a large hail storm that impacted my property on 02/27/2024.
  
  I have hired a local licensed roofing/siding contractor to work on my home, after interviewing close to 10 different companies. I am very meticulous with who I choose to do business with, which is why I chose Country Financial as my insurance provider.
  
  But, both myself and my licensed contractor have had numerous issues with the adjuster that was assigned to my claim from Country Financial:
  
  ***** ****, Claims Representative III. ******************************** ************.
  
  According to the Home Insurance Claims section of the Country Financial website:
  
  "An adjuster from our insurance claim team will reach out to explain what happens next, answer any questions you have and review your home insurance policy."
  
  But, my adjuster does not answer questions. I, as well as my contractor, have asked numerous questions to get more information, to find out why 2 elevations of my siding are being denied when they have damage and hail spatter marks, to find out if we can get areas re-inspected or sent to a lab for inspection, etc. But, ***** ignores all questions, and simply pastes the same type of response to all of our emails:
  
  "At this time, COUNTRY Financial maintains its stance on the covered scope of repairs related to your claim outlined in the most recent version of my estimate you have received."
  
  No answers to our questions, no details.
  
  We have in turn asked to speak to a supervisor on 4-5 different occasions so that they may be able to provide some clarity and answer our questions. But, ***** also ignores this request, and will not let us speak to anyone else.
  
  So, I thought the Better Business Bureau might be able to help put me in touch with someone at Country Financial who can help me consult with a supervisor for my claim, before turning to legal representation.
  
  I have attached my email conversation with ***** for review.

  Business Response

  Date: 08/06/2024

  We will contact the complainant directly regarding this matter. 

  Customer Answer

  Date: 08/08/2024

  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. 

  **** ******* from Country Financial (***** ****'s manager) contacted me directly via phone to help resolve my issue. His team is currently working on revising my estimate. I appreciate his quick follow-up once this was brought to his attention.

• Initial Complaint

  Date:07/28/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Country violated Alabama state law by cancelling my insurance without the 10 day notice (phone call, email or written letter) required by law. They cancelled my insurance AFTER they cashed the check that I paid in full for my auto insurance and never told me. I was driving around not knowing I had no auto insurance.
  
  I have since cancelled both my auto and home insurance with Country Financial. If they break Alabama law, they are not an insurance company I ever want to deal with again.
  
  Country needs to issue the refund checks for both my home (cancelled 25 July 2024) and auto (cancelled 19 July 2024) policies ASAP.
  
  I need a written explanation from Country Financial why they cancelled my auto insurance without the 10 day notice required by Alabama state law. I have asked for this several times and never got it.

  Business Response

  Date: 08/02/2024

  Thank you for your July 30, 2024, notification in the matter of case number ********. Please be advised that we are working directly with the complainant to address their concerns.

  Sincerely 

  ***** *****
  Executive Client Relations
  Specialist Sr.
  COUNTRYFinancial ®   
  

  Customer Answer

  Date: 08/02/2024

   I am rejecting this response because:
  Its been since 15 July 2024 that I asked that a supervisor call me from Country Financial to explain why Country violated Alabama state insurance laws and to advise where my policy refunds are.
  
  Two weeks and counting.
  
  This is a disgrace.
  
  

  Business Response

  Date: 08/05/2024

  Re:ID Number: ********
  
  To Whom It May Concern: 
  
  Thank you for bringing this issue to our attention. Please be advised we will work directly with the complainant to address their concerns.

  
  Sincerely, 
  COUNTRY Financial® 
  Bloomington, IL 
  ***** *****
  Executive Client Relations 

  Customer Answer

  Date: 08/06/2024

   I am rejecting this response because:
  
  Three weeks ago I asked for someone from Country Financial to call me.
  
  Still not phone call.
  
  I still do not have the refund from my home and auto policies.
  
  This is disgraceful.
  
  
  
  

• Initial Complaint

  Date:07/21/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a personal injury case that has not been settled , this matter has been Goin on since last year October an still no result, I had legal consultation but I had to let them go bc of our different views,, I've been out of therapy since Feb, n all I've bn getting is the run around, so I'm reaching out to you for help, , I don't understand why the insurance company has not settled n they admitted fault, the company has all my doctors records n bills , I just want to get this resolved n put behind me,,

  Business Response

  Date: 07/24/2024

  We will reach out to the complainant directly regarding this issue.

• Initial Complaint

  Date:07/19/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ***** ****** of country financial has refused assiting me with forms as I have a disability requiring someone to help with comprehension and forms and limited access to computer and require aid

  Business Response

  Date: 07/19/2024

  To Whom It May Concern:

  Thank you for bringing this issue to our attention. Please be advised we will work directly with the complainant to address their concerns.

  Sincerely,
  COUNTRY Financial®
  Bloomington, IL

  Customer Answer

  Date: 07/19/2024

   I am rejecting this response because:
  
  
  i was failed assistance for my learning disabilitt after 7 months of requests from agent to adjuster to supervisor.  
  I was not able to fill out documents and was denied assistance 

  Business Response

  Date: 07/23/2024

  To Whom It May Concern: 

  
  Thank you for forwarding the customer's response to us for review.

  
  We have been in ongoing communication with this customer, and while we cannot disclose specific details in this response, we will continue to review the information presented and will continue to respond directly to the customer appropriately. Additionally, The ********* ********** ** ********* is currently reviewing and requesting information regarding this same issue, and we would request that the customer continue to direct questions to the ********* ********** ** *********.

  
  Respectfully, this will be our final response to the Better Business Bureau regarding this matter.

  
  Sincerely, 
  COUNTRY Financial® 
  Bloomington, IL 
  ****** **** 
  Executive Client Relations 

• Initial Complaint

  Date:06/21/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a letter stating my 10 year term policy would be ending April 7th so my payment would be increased. I called my agent & we discussed several options & she was sending me info to read over to update my policy. On April 29th my account was overcharged. I called my agent but she didn't respond to any calls, text or emails. I called corporate on May 1st & May 24. I was told a request would be submitted for a refund & I would be mailed documents to make new policy.
  I called corporate 6/21/24 & was finally told my agent has to process my refund. I again explained she is not responding. To this date I haven't received any Info for setting up a new policy or my refund.

  Customer Answer

  Date: 06/21/2024

  Good afternoon. Thank you for your assistance. Someone finally got in contact with me. I'm hoping this will now  break resolved.

  Business Response

  Date: 06/23/2024

  Thank you for bringing this to our attention. We will review this matter and reach out to the complainant asap. 

  Customer Answer

  Date: 06/28/2024

   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. A representative have reached out & emailed me documents to have a new policy & she'd be working with someone to show her how to complete my refund.