Complaints

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

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  Geico

  5260 Western Ave Chevy Chase, MD 20815-3701

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  Geico Insurance

  770 New State Hwy Raynham, MA 02767

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  150 Andover St Danvers, MA 01923

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  53 Commerce Way # 7 Plymouth, MA 02360

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  91 Auburn St Portland, ME 04103

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:04/12/2023

  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.

  Current Policy number ********** Ive been a Geico customer for 13+ years with NO claims, NO accidents. I filed for a Auto policy on March 25th in California. So i may be removed from my parents policy but stay with Geico.. I got a notice that it could take up to 15 days for a "under writers review" today is 4/12/2023 i have received no information on the review, No one can answer my questions on the phone. Ive waited the time required, The time required to review makes no sense when Geico under writer can pull up my driving info for the past 13 years in a minute. Now i risk having no insurance as i am being dropped off my current policy by the policy holder. so much for 15 minutes can save you 15% or more! cant even get insurance with this company. Poor customer service. Poor waiting times, waited 1 hr to speak with someone to be told they cant answer my questions. Just keep getting transferred around

  Business Response

  Date: 05/15/2023

  May 15, 2023
  
  
  BETTER BUSINESS BUREAU
  1411 K Street, NW, 10th Floor
  Washington, DC 20005-3404
  
  Attention:        Dispute Resolution Team
  
  Complaint ID:  ********
  
  Dear Dispute Resolution Team:
  
  We have received your request for assistance on the above referenced file. Our records reflect that our insured obtained a quote for a new policy via our website. After being provided with the quote and confirming interest in establishing a new policy, the quote was referred to our Underwriting Department for review. During this review, our Underwriting Department requested additional information. This information was subsequently provided to us and we approved the request for a policy. On April 17, 2023, we spoke with our insured and a new policy was established effective April 18, 2023. Policy documents were issued that same day.
  
  If you have additional questions please contact our analyst, ***************************, at *****************************. 
  
  Sincerely,
  
  *******************************
  Manager 
  GEICO General Insurance Company

  Customer Answer

  Date: 05/20/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *******************************
  
  

• Initial Complaint

  Date:03/30/2023

  Type:Product 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 want to make a complaint against the Geico car insurance agency because they are stealing me by charging me additional charges for no reason it is always a problem it is the worst service garbage I have ever seen in my life, they had cancel the policy for no reason I have always paid them and always They have a problem with my policy, they put a price on me and then they want to scam me by charging me more money for the policy, what they do with their customer service is insane and everything is a disaster, it is already an abuse it's always more money and more money

  Business Response

  Date: 04/19/2023

  April 19, 2023 
  
  Dear Sir/Madam, 
  
  We received your correspondence regarding the above-noted complaint number. We have not included  any personal identifying information in our response as you requested. Thank you for the opportunity to  address the consumer’s concerns. 
  

  The consumer’s billing was adjusted as two payments were disputed in March. These payments as well  as changes to vehicles and coverages that the consumer made resulted in the policy only being paid up  to February 15, 2023. 
  

  We reached out to the consumer and advised of the reason for the changes in bill. While reviewing the  policy further to assist the consumer, they requested to cancel the policy. We have billed out the  outstanding premium owed to the consumer as premium remains owed for February 15, 2023 to April 16,  2023. 
  

  We trust this information is sufficient to allow you to close your file. Please call ****** *******,  Complaint Underwriter, at ###-###-####, if you have any further questions. 
  

  Sincerely, 
  Katie D******* 
  Manager 
  Service

• Initial Complaint

  Date:03/20/2023

  Type:Service or Repair 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 logged into my account this morning and saw that my policy was canceled on the 12th of this month….only I, as of yesterday when I logged in, did not see any cancellation. It was only this morning that the cancellation was displayed. I decided to check my bank and it did show where they attempted to make a withdrawal so I called Customer Service to express my frustration for a number of things. For one, if there was an attempted withdrawal that did not go through, I would think the decent thing to do would be to notify me that it didn’t and I could have just paid it with a debit card. Secondly, I’m confused as to how now it’s reverted back to the 12th of this month when as of yesterday it showed that my policy was still active. I know this to be true because I logged in and it only said I owed $7.00, so I immediately paid it. Then this morning, I wake up, my policy is canceled, it’s dated for the 12th and now I will have to go to the DMV and pay a lapse in coverage fee when this all could have been avoided had I have known. This is why I don’t like bank payments because it is not taken out at the time of submission and I feel like it tricks you into thinking the transaction is finished, only for it to try to extract the funds days later I’m assuming, but with no warning. If there was a return, I would’ve liked to have been notified and I would’ve immediately done it via Debit Card.

  Business Response

  Date: 04/13/2023

  April 10, 2023
  
  BETTER BUSINESS BUREAU
  1411 K ST NW, 10TH FLOOR
  WASHINGTON, DC 20005-3404
  
  Complaint ID: ********
  
  Attention: Dispute Resolution Team,
  
  We received your correspondence, regarding the above noted complainant. We have not included any personal identifying information in our response as the Better Business Bureau has requested.
  
  On December 02, 2022, an AutoPay billing reminder was sent to our insured advising payment of $101.31 would be processed via his Recurring Credit Card (RCC) on December 17, 2022. On December 17, 2022, the RCC payment of $101.31 was processed and declined by our insured's credit card issuer for reason code non-sufficient funds. When an RCC payment is returned, it is our process to resubmit it a second time. As a result, the RCC payment was resubmitted and declined again by our insured's credit card issuer for non-sufficient funds on December 28, 2022. On January 03, 2023, GEICO sent a Post Office Receipt Secured (PORS) notice to our insured advising if payment of $101.31 was not received by January 19, 2023, the policy would cancel.
  
  On January 10, 2023, our insured’s policy renewal was processed, and a declarations page of coverage and renewal billing schedule was sent to him. The billing schedule stated:
  
  To renew without a lapse of coverage, pay the amount shown on your cancellation notice. You were sent a cancellation notice on 01/03/2023. If you do not pay $101.31 by 01/19/2023, your policy will cancel at 12:01 a.m. on 01/19/2023 and your renewal policy will be void.
  
  On January 18, 2023, our insured accessed his policy online at GEICO.com/GEICO mobile application, updated his AutoPay payment information from a credit card to a checking account, and processed a payment with the new account in the amount of $103.00. An AutoPay enrollment notice reflecting the account changes was sent to our insured. On January 26, 2023, our insured's financial institution did not honor the check payment previously scheduled on January 18, 2023 and it was returned for reason code, non-sufficient funds. When a check payment is returned by a financial institution, a non-sufficient funds fee of $20.00 is assessed. At that time, a $20.00 non-sufficient funds fee was assessed to our insured's policy for the returned payment. On February 02, 2023, a combined bill reminder of $223.71, was sent to our insured for the unpaid January balance of $123.00 and Februarys bill amount of $100.71, scheduled to process on February 13, 2023.  On February 13, 2023, the scheduled AutoPay check payment was processed in the amount of $223.71 and returned by our insured's financial institution for non-sufficient funds on February 23, 2023. At that time, a $20.00 non-sufficient funds fee was assessed to our insured's policy for the returned check payment.  On February 24, 2023, GEICO sent a PORS notice to our insured advising if the combined payment of $243.71 was not received by March 12, 2023, the policy would cancel. The notice also stated:
  
  FINAL NOTICE Your policy is scheduled to cancel unless your missed payment is made by the date mentioned above. Failure to pay the dollar amount due as indicated on this notice by the cancellation effective date listed above will void any current or future offers of policy renewal. Your last full day of coverage is the day immediately before the cancellation date. 
  
  On March 11, 2023, our insured accessed his policy online at GEICO.com/GEICO mobile application and processed a check payment in the amount of $243.71 and the cancellation notice was rescinded. On March 20, 2023, the check payment of $243.71 was not honored by our insured's financial institution and returned for non-sufficient funds. Since the payment was reversed and not honored by our insured's financial institution, the prior cancellation notice was reinstated, and the policy was canceled effective March 12, 2023.  This resulted in a balance due of $248.40 for coverage provided through that date and a notice was sent advising of the canceled policy and balance due. On March 23, 2023, a PORS notice was sent to our insured advising him of the not honored payment, cancellation notice reinstatement, and that the policy canceled effective March 12, 2023.
  
  Upon receipt of this complaint, we have reviewed our insureds policy and all transactions that have taken place. When a payment is processed, we accept it in good faith and expect that a valid form of payment has been provided by our insureds. A notice was sent to our insured advising him that his payments were not honored and the cancellation notice was reinstated. As a result, the policy properly canceled for non-payment of premium effective March 12, 2023. We have confirmed there was no mishandling of our insured's policy and proper documentation was sent to him.
  
  We appreciate the opportunity to address our insureds concerns. Should the Better Business Bureau require any further information or documentation for this file from GEICO, please contact ********** at ************** or ***********************************.
  
  Sincerely,       
  
  Amethyst T******-****  
  Manager 
  ************** Regional Office
  
  Tell us why here...

  Customer Answer

  Date: 04/18/2023

  [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 as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  I was not made aware that the funds from January did not go though. A lot of time with electronic funds, it is not processed on the day that I submit the payment. Had I known that, I would have just used a debit card. I do not check my accounts often do to my busy schedule and just assumed it was already taken out. I also have other bills that come out from the same account. If I was notified of this I could have corrected it instantly.
  
  Regards,
  
  *********************

• Initial Complaint

  Date:03/15/2023

  Type:Service or Repair 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 spoke with A Geico Agent for assistance with renewing my auto insurance policy. We disussed on their recorded line what my new policy premium would be and my monthly payments moving forward. The new policy begins 02/16/2023. I then receive a letter in the mail from Geico dated 02/17/2023, The letter states and I Quote "Hi, ******** here's your updated auto pay statement to reflect your recent auto policy change. You're all set - no need to do anything." The letter then goes on to outline my upcoming 6 monthly payments at $118.28. Which is what I expected, as this is what we discussed over the phone on their recorded line. I log into my Geico ap recently just to see when the next payment is being withdrawn only to find that the next payment is $20 higher and each monthly payment thereafter is $10 Higher. Apparently a discount was removed from my policy WEEKS after my policy change request. I still don't understand why the removal of this discount wasn't disclosed to me the day I called to make the policy change and why it wasn't reflecting in the payment schedule I received in the mail. It took 16 calendar days for this change to take effect mid-policy. This is outrageous especially without any notice or a phone call. It is very misleading and illustrates false advertising seeing as how its not the payment plan I agreed to, and this discount was removed 16 days after the policy had already began and the first initial payment was collected.

  Business Response

  Date: 03/10/2023

  Dear BBB,

  This complaint is in regards to another company Geico auto insurance. We are The Ce Shop so this complaint is not to be on our company page. Thanks! 

  Business Response

  Date: 04/05/2023

  April5, 2023
  
  Better Business Bureau
  Attn:  Dispute Resolution Team
  1411 K. Street, NW  10th Floor
  Washington, DC  20005-3404
  
  Re:      Complaint ID:    ********
  
  Dear Sir/Madam,
  
  This letter is in response to the above complaint ID. 
  
  On January 11, 2023, we renewed our insureds policy effective February 16, 2023 for a six-month premium of $732.57.  
  
  At the time of the issuance of the renewal documents our insured was enrolled in a one-payment plan and receiving a discount for paying the premium in full. To maintain the paid in full discount, the premium must be paid in full by the renewal effective date.   If the premium is not paid in full; the discount is removed back to the policy renewal date.
  
  On February 6, 2023, our insured requested to update his policy coverage and the policy premium was reduced to $679.65. On February 15, 2023, our insured adjusted the payment plan from pay in full to the monthly payment plan and enrolled in automatic payment withdrawal via Auto Pay. On February 17, 2023, we issued an invoice reflecting the payments would be $118.28; as our insured indicated in his correspondence.  Our insured was receiving the paid-in full discount which was included in the payments on the February 17, 2023 invoice. On March 3, 2023, since the premium was not paid in full, the discount was removed from the policy effective February 16, 2023 increasing the six-month premium to $738.74.  On March 6, 2023, we issued an updated invoice and payment schedule reflecting a payment of $137.98 was due on March 16, 2023 and a payment of $128.13 was due on April 16, 2023.
  
  We apologize for any misunderstanding regarding the monthly payments.  We have completed a thorough review of the policy; and the payments scheduled are correct.  Our insured's payment of $137.98 was withdrawn as scheduled on March 16, 2023 and there are 4 additional payments remaining on this policy term.
  
  A member of our policyholder relations team attempted to speak with our insured on April 3, 2023; however, was unsuccessful in reaching him.   If our insured would like to discuss his concerns further or if there are any further questions regarding the policy, please contact ********, Monday-Friday 9:00 a.m. to 3:30 p.m. EST, at ************.
  
  Sincerely,

• Initial Complaint

  Date:03/08/2023

  Type:Service or Repair 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.

  The body shop I chose through Geico did not honor their work nor would Geico honor their word for "lifetime parts". I was told to pay for any further expenses "out of pocket" to prove they are responsible. Then, and only then, could they reimburse me.

  Business Response

  Date: 03/28/2023

  March 27, 2023
  
  Dear Dispute Resolution Team:
  
  We received your correspondence dated March 17, 2023, regarding the above noted file number. We have not included any personal identifying information in our response as you requested.
  
  Our customer's vehicle was damaged in a collision loss and repaired in one of our Auto Repair Xpress locations. Our customer retrieved the repaired vehicle and contacted us approximately one year later to say that he was experiencing problems with one of the vehicle's taillights which were not damaged in the accident but simply removed and reinstalled. Our customer visited the original repair facility and was advised they could not find a causal relation between the problem and the repairs. Our customer contacted us to voice his dissatisfaction with this outcome. We asked our customer to have the problem diagnosed and advised should he be able to relate the concerns to the loss we could cover it as part of his claim. 
  
  We regret any dissatisfaction our customer experienced while having his vehicle repaired. Upon receiving this complaint, we contacted our customer again to remind him of our commitment to address any loss related damage upon receiving an affirmative diagnosis and offered to coordinate a diagnosis at a repair facility of our customer's choice. 
  
  Thank you for bringing this matter to our attention and allowing us the opportunity to review and respond. If we can be of any further assistance, please contact *******************************, Auto Damage Manager, at ************.
  
  Sincerely,

  Tyson M*******
  Assistant Vice President

• Initial Complaint

  Date:02/28/2023

  Type:Product 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 received a letter from them yesterday stating that they will not renew my auto insurance coverage because of some tickets that I got over 4 years a go. I been with Geico for over 3 years and I never got a ticket while I was with them. They did not even give me a warning, saying if you get another ticket we will drop you!

  Business Response

  Date: 03/16/2023

  March 16, 2023
   
  BBB of Metropolitan Washington DC
  and Eastern Pennsylvania
  1411 K St. NW, 10th Floor
  Washington, DC 20005-3404
  
  Attention: Dispute Resolution Team
  
  Re: Complaint ID ********
  
  Dear Sir/Madam:
  
  This will acknowledge receipt of your March 9, 2023 inquiry regarding the above referenced complaint number.
  
  On February 17, 2023, our consumer’s policy was reviewed by our Underwriting Department prior to its anniversary renewal, and the decision was made to non-renew the policy due to the overall adverse driving record for the named insured. Our consumer’s driving record, which consists of two accidents and five traffic convictions in less than four years, no longer meets our company’s standards for a continued policy placement within the GEICO family of companies.
  
  On February 21, 2023, a Notice of Non-Renewal was mailed to the address on file indicating that the policy will terminate at 12:01 AM on April 15, 2023. We also spoke with the consumer on March 14, 2023, and explained the reasons for the non-renewal decision. The consumer understands that we are unable to honor his request to continue the policy past the non-renewal date, and that he will need to obtain auto insurance with another company.
  
  We trust this information is sufficient to allow you to close your file. If you require further assistance with this matter, please contact the undersigned at ###-###-####.
  
  Sincerely,
  
  Maria O.
  Executive Office

• Initial Complaint

  Date:02/18/2023

  Type:Product 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 canceled my Policy on 2/15. They tole me the refund was sent that day. It was not in my account on 2/18 or no activity of it to the card it was paid with.I called them on the 18th and as of this was not able to talk to a supervisor or anyone in billing. The agent told me that Monday would be the earliest they could look at it.I would like that refund by 2/19 Sat on my bank or have the full 6 months also refunded.They would not supply me with proof it was refunded.

  Business Response

  Date: 03/07/2023

  March 7, 2023
  
  Better Business Bureau
  Attn:  Dispute Resolution Team
  1411 K. Street, NW  10th Floor
  Washington, DC 20005-3404
  
  Re:      Complaint ID:    ********
  
  Dear Sir/Madam,
  
  This letter is in response to your February 27,2023 correspondence regarding the above-mentioned complainants concerns. We have not included any personal identifying information in our response. 
  
  On December 25, 2022, our insureds policy renewed effective January 29, 2023.  At that time the policy was renewed, it was on a one payment plan and enrolled in automatic payment withdrawal with a credit card ending 7969.  On January 29, 2023, our insured contacted us by telephone and updated the payment method to a credit card ending in **** and removed the prior credit card information.  We also submitted the payment due of $250.24 to be extracted from the credit card ending ****. 
  
  Unfortunately, on February 15, 2023, our insured canceled the policy effective February 16, 2023; leaving a credit of $225.36 for unearned premiums paid.  On February 16, 2023, we sent a refund for $225.36 to credit card ending ****.  Once the refund is processed, the timeframe to return back to the policyholder may vary depending on the insured's financial institution.  We encourage our insured to contact his financial institution to verify the refund was received.
  
  A member of our policyholder relations team attempted to speak with our insured on March 2, 2023; however, was unsuccessful in reaching him.  If our insured would like to discuss his concerns further or if there are any further questions regarding the policy, please contact ********, Monday-Friday 9:00 a.m. to 3:30 p.m. EST, at ************.
  
  Sincerely,
  
  Katie D************
  Customer Service Manager
  

• Initial Complaint

  Date:02/16/2023

  Type:Service or Repair 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 noticed that my Geico auto insurance policy was changed without my knowledge. I originally had no collision coverage. When I received my third renewal, I noticed that it had been added. I didn't add it and had never had it, so why would I add it myself? The rep told me that I never had this coverage to begin with, and she didn't see it at all on my policy. She then changed her story to say that it was on there and had always been on there, and I changed it to remove it. Not the case. She talked to me as if I were stupid and in a rude manner. I also noticed that my annual mileage was 20k when I went to update my address. She confirmed that it should be 12k originally and I changed it to 6k when I updated my address. However, when I updated it was set to 20k. I spoke with a supervisor, *****, who stated that I didn't have the collision coverage in Feb 2022 and it was added in July 2022 when my second renewal occurred. I didn't add this. I didn't even look at the policy again, I just made the payment thinking the change in price was due to inflation. He then tried to change what he said stating that I had it since Feb 2022 and removed it Jan 2023. I did remove it Jan 2023 since that is when I first noticed it. I want reimbursement for this as these things were changed without my knowledge.

  Customer Answer

  Date: 02/28/2023

  ---------- Forwarded message ---------
  From: A <**********************************>
  Date: Sun, Feb 26, 2023 at 9:35 PM
  Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
  To: Better Business Bureau <[email protected]>

  
  

  My complaint has been resolved by the company.

• Initial Complaint

  Date:02/15/2023

  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 was just recently looking over the fact my insurance increased and called Geico in regards to the increase. They informed me it was due to income in the state rising and then informed me I had insurance on a car ( ****** ) which was totaled in 2017. I stated that I called in regards to this a few times and honestly paid my bill online and never gave it a thought because they were the insurance company and trusted they would've taken this vehicle off the insurance. They stated because insurance at the time would've had a cheaper rate . Also stated it was documented I informed them this was what I agreed to . I trusted that they knew that having a vehicle that was totaled wasn't legally acceptable to still be insured when it was totaled back in 2017 and I should be reimbursed for all the years I was over paying . I spoke with ***** and he stated they can't reimburse me past January and I told him that I wanted to speak with a manager, but he stated there was nothing they would do . I've been a customer with geico for years and yes I get statements but don't look at ones I received as I pay my bill online and trusted that it was just for my ******* not a car that hasn't been on the road since 2017

  Business Response

  Date: 03/15/2023

  March 15, 2023
  
  Dear Dispute Resolution Team:
  
  This will acknowledge receipt of your request regarding the above-named case number.
  
  We contacted *** ******* directly on March 14, 2023 and addressed her concerns.  During our conversation, we explained to her the reasons as to why GEICO is not able to honor her request to retroactively remove the vehicle to when it was totaled in 2017.
  
  If you have any questions, or if GEICO can be of any further service in this matter, please contact Barbara of GEICO’s Executive Office at ###-###-####.  
  
  Sincerely,
  
  Katie D*******
  Customer Service Manager
  

• Initial Complaint

  Date:02/13/2023

  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.

  Regarding my auto insurance: policy #**********.I updated my billing information on Feb 2nd, to reflect my new checking account. (Keep in mind, payment wasn't due until Feb ********* have NEVER been late on a payment.)Geico iniated a payment to my old method of payment, not once but TWICE. I encountered two overdraft fees from my bank and Geico charged me an additional $20 return payment fee on top of the bank fees.Yes, I tried calling their call center and used their chat. Both a waste of my time. No regard for providing good customer service.I demand a refund of all fees; $32.50 X 2 from bank, plus $20.00 Geico return payment fee because it was their system that failed!

  Business Response

  Date: 02/24/2023

  ******** *** ****
  
  ****** ******** ******
  *****  ******* ********** ****
  **** *************  **** *****
  **************  **********
  
  ***      ********* ***    ********
  
  Dear Sir/*****,
  
  This letter is in response to your February 20,2023, correspondence regarding the above-mentioned complainants concerns.  We have not included any personal identifying information in our response. 
  
  Our insured is enrolled in automatic payment withdrawal via AutoPay, and a payment of $80.27 was scheduled for extraction from credit card ending **** on January 27, 2023.  On January 21,2023, our insured postponed the January 27, 2023 payment to be withdrawn on February 5, 2023.
  
  On February 2, 2023, our insured logged into her policy online and scheduled a one-time electronic check payment for $80.27 to be withdrawn from account ending **** on the same day.  She also canceled the payment scheduled to be extracted on February 5, 2023.
  
  On February 8, 2023, our insured logged into her policy online, provided us with a new checking account ending ****, and updated AutoPay payments to be extracted from that account.
  
  On February 13, 2023, the $80.27 payment processed from account ending **** on February 2, 2023, was returned for insufficient funds.  Since the payment was returned, we applied a $20.00 returned payment fee to the policy balance. In addition, since the payment was returned, we scheduled a notice of cancellation for non-payment of premium to be mailed *********** Receipt Secured on February 14,2023.  This noticed reflecting a payment of $100.27 was due by 12:01 AM on February 25, 2023 and advised if the payment was not received in full,the policy would cancel for non-payment of premiums.   However, later in the day, our insured made a one-time payment online, in the amount of $100.27 from account ending ****.
  
  We appreciate our insured contacted us by telephone and via chat to discuss her concerns on February 13,2023.  We regret she is unsatisfied with our decision; however, our decision remains unchanged.  Our insured logged into her policy and initiated the one-time payment to be extracted.  There was no error on our behalf; therefore, we will not reimburse her for the overdraft fees she incurred or remove the non-sufficient funds fee applied to her policy.
  
  A member of our policyholder relations team attempted to speak with our insured on February 22, 2023, however she was unsuccessful in speaking with her.  If our insured would like to discuss her concerns further or if there are any further questions regarding the policy, please contact ********, Monday-Friday 9:00 a.m. to 3:30 p.m. EST, at ************.
  
  Sincerely,
  
  
  ***************************
  Customer Service Manager 

  Customer Answer

  Date: 02/26/2023

  [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 as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  
  

  Geico clearly did not fully investigate ** issue nor was objective before they rendered their unfavorable decision.  But of course, that's a monopoly for you.

  
  

  I want a ************ applied for my inconvenience and won't accept anything less.  Geico continues to ***** their customers expecting them to pay high premiums but refuses to accept responsibility for their misconduct.
  
  
  Regards,
  
  ***************************