Consumer complaint received 2018-04-19
Company: CCS Financial Services, Inc.
State: CO
Product: Debt collection
Sub-product: Other debt
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
I was a customer of XXXX XXXX Policy in the State of XXXX. My husband bought a home in XXXX and spoke to an XXXX Agent about getting a home owners quote. That agent was XXXX XXXX XXXX XXXX at XXXX XXXX XXXX XXXX. XXXX   XXXX, XXXX XXXX, Phone ( XXXX ) XXXX, on or around XX/XX/XXXX, This agent decided during their visit regarding homeowners insurance to pull/move my/our auto policy in XXXX XXXX without our consent. I was called via phone during this appointment, because I lived in XXXX XXXX where our vehicles were insured and registered, and told that she pulled our auto policy. I immediately informed her that I did not consent to this as we still live in XXXX XXXX  and our vehicle registration will be cancelled if she moves our policy before we move. I also informed her that I did not give my consent to have anything withdrawn from my personal banking account as my husband is not authorized or an authorized user to have any policy bill on that account. XXXX XXXX XXXX XXXX informed us during this appointment that she reversed the auto policy for XXXX  and no changes would be made as it was created and canceled within the same hour. Due to her negligence and dishonesty we moved our homeowners to a different XXXX agent in XXXX. Well, she never reversed the auto policy which was being paid both in XXXX and in XXXX. My bank statements show on XX/XX/XXXX that XXXX XXXX XXXX XXXX 's XXXX Auto Policy billed on my personal bank account of which I never authorized and two days later my current XXXX policy cleared. I informed XXXX on XX/XX/XXXX of this error of which they said they would fix. I called my bank and opened a valid billing dispute of which they refunded my account the unauthorized charge from XXXX XXXX XXXX XXXX in XXXX for an auto policy we never got with her office. Then when I called XXXX in XXXX to stop my insurance with their company I began to realize something was a mess. When I began investigating all these different charges and why my XXXX policy did not bill out of my bank account I realized someone messed up. Not only was I charged for a policy that did not and should not have ever exisited and was supposidly canceled the same day it was created but when I tried to fix it the XXXX representative I spoke to had no idea what I was talking about and cancelled my direct pay for my XXXX policy causing billing confusion instead of making sure the other policy was the one they need to make sure did not bill on my account. I have called XXXX, XXXX XXXX XXXX XXXX and reached out to my previous XXXX agent. I am now in collections for a bill that never should have existed and my actual auto insurance was never canceled when requested on the XX/XX/XXXX when I called in. So, in reality I am due a refund on my old auto policy. And the other policy which never should have existed was sent to collections in the amount of XXXX. When I called XXXX XXXX she had no idea how to fix the problem and insisted she never started that policy. Please see attached bill for the policy she said she never created in the amount of XXXX. XXXX XXXX XXXX XXXX. Please also see collections notice in the amount of XXXX showing canceled the same day it was created and billed to my bank account XX/XX/XXXX, without authorization. Please see my bank statement showing my actual XXXX XXXX  XXXX XXXX XXXX  Clearing my account two days latter on XX/XX/XXXX. Please see my XXXX Policy and bills showing coverage during the time XXXX XXXX XXXX XXXX claimed we had a policy with her and billed us for it falsely. The Allstate Agent acted unethically in starting an auto policy we did not authorize, then billed us for it. Then we ended up in collections without any notice from XXXX so that we could sort this mess out before it got this far. We were billed for something we never asked for by XXXX XXXX and were technically double billed and sent to collections on false charges we never asked for or authorized. Please Note the vehicles on the auto policy 's and the duplicated billing from both agents. Only one auto policy was valid, the one with XXXX XXXX was Valid Policy number XXXX XXXX XXXX. Please see their billing and charges did clear our account and is paid in full with a refund due from XXXX. Agent XXXX XXXX swore and still does she never activated Policy XXXX XXXX XXXX and she can not fix this problem. XXXX has yet to sort out the issue.

Company public response: Company believes the complaint is the result of a misunderstanding
Company response to consumer: Closed with explanation