Complaints

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• Initial Complaint

  Date:06/15/2023

  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.

  *** will not stop calling my family. Politely told her we are not interested in her services. Keeps calling. I had to answer the phone for my mom and tried telling her we weren't interested. ***** argue it with me and being rude.

  Business Response

  Date: 06/29/2023

  To whom it may concern, 

  I am an agent with Symmetry Financial group. As an agent, we receive requests from people daily who wanted an agent to call them back about mortgage protection coverage which is one of the many services that we provide.   Upon receiving her information on my desk,  (and anyone's request for that matter) it is my job to call these families back.  I don't ever make cold calls, every single person that I call is someone who has accepted and requested that someone give them a call back about mortgage protection coverage.   I am required to make sure that they know who I am, and why I am calling them back.  However, when I first spoke to the *******' family, after I had said "Hello my name is *** ********," They told me right away they were not interested.  Now as you can see, I wasn't able to tell them why I was calling them back... I don't even know at that point what they were not interested in.  How could THEY even know what they were not interested in, since they didn't allow me to explain why I was calling them?  So, I simply asked them, "what is it that you're not interested in?"   They couldn't answer me and then they just hung up the phone... Now in my position, I have been told that I am to try again to just try to explain why I am calling them... So, I tried calling back a week or a couple of weeks later, (honestly I call over 100 people per week so I lose count of when exactly I've called someone, but it wasn't very often since I'm constantly getting new prospects who need me to call them back every week...)  When I called back a week or so later as I had explained, she gave me the same answer, and I just asked her if I could please have a moment to explain why I was calling her back, and again she just said she wasn't interested.  This was only the second time that I've actually gotten a hold of this family, but at this point, I could tell that no matter what, they didn't want to talk to me, regardless of who I was.   I could have been giving them a million dollars and they wouldn't have been interested because she never allowed me to tell her why I was calling her.  So after that second time of attempting to get back to them, I decided to just take her name out of my case file and move on to someone else.  Although it hurt to let that family go, knowing that they may have needed this coverage and maybe I could have helped them, but I can't help them if they don't allow me to or if they don't want the help.  I was simply trying to do my job by getting back to them about a request that they had sent back to our company....  I apologize for any grief I may have caused, but in my own defense, I don't feel that asking someone "what are you not interested in?" is being rude, It was simply a question that needed to be asked so that I could find resolution with this case.