Consumer complaint received 2016-03-05
Company: Platinum Holdings Group, LLC
State: WI
Product: Debt collection
Sub-product: Other (i.e. phone, health club, etc.)
Issue: Disclosure verification of debt
Sub-issue: Not given enough info to verify debt

Complaint:
This Complaint follows my phone call to XXXX XXXX XXXX ( resolution department ) to discuss the collection notice I received, regarding alleged premiums due. I verbally requested ( and in writing ) that XXXX provide a detailed accounting of my premiums and copies of their EFT policy. 

I will provide a brief narrative of what has occurred, as I believe XXXX XXXX has performed clear misconduct and manipulated financial information. 

I had been a customer of XXXX XXXX for almost a decade. I decided to switch carriers to XXXX XXXX. Accordingly, I executed the Cancellation Request on XXXX XXXX, 2015 and provided it to my XXXX agent, who then forwarded the cancellation to my XXXX Agent and XXXX Corporate ( Exhibit A ). Per XXXX EFT Authorization Form, I immediately called my agent ( on XXXX XXXX, 2015 ) to cancel my next premium payment as the policies where going to switch on XXXX XXXX, 2015 ( Exhibit B ). My Agent ( XXXX XXXX ) verbally confirmed the EFT would be cancelled along with the policy. 

As of XXXX XXXX, 2015, my XXXX agent confirmed she sent the cancellation but never received confirmation from XXXX XXXX that the cancellation was received ( Exhibit C ). On Friday, XXXX XXXX, 2015 I again sent the cancellation notice to my agent directly asking for confirmation. ( Exhibit D ) - also please note that the email address is identical to the ones provided on XXXX premium notices. In any event, we never received written confirmation but NO EFT was taken by XXXX on the scheduled premium due date of XXXX XXXX, 2015. So we considered the policy cancelled, as no payment was taken/issued. Our coverage with XXXX began on XXXX XXXX, 2015. 

On XXXX XXXX, 2015, we received a Notice of Cancellation of Insurance for Non-Payment of Premium ( Exhibit E ). We considered this our written confirmation that the policy was cancelled. 

On XXXX XXXX, 2015, our Bank Account was EFT 'd in the amount of {$400.00} ( Exhibit F ) for the full premium due. We consider this action a complete abuse of financial information as we cancelled XXXX EFT authorization on XXXX XXXX, 2015, per the policy and procedures of XXXX Authorization form ( Exhibit B ). 

We immediately called XXXX to inquire what was happening. We were advised that they never received the cancellation. On XXXX XXXX, 2015 ( for the 4th time - Exhibit G ) I provided a copy of the cancellation notice to XXXX XXXX. I was advised that the matter could take 5-10 business days to process. 

I then contacted my financial institution and filed a formal dispute for the charge ( Exhibit H ), which were eventually reversed in the amount of {$400.00} ( Exhibit I ) on XXXX XXXX. XXXX then refunded {$410.00} on XXXX XXXX ( Exhibit I ), two weeks after the EFT ( and beyond the advised timeframe to remedy ). I was provided XXXX reversal and XXXX refund. 

On XXXX XXXX, 2015, I received a Notice of Premium Due in the amount of {$400.00} ( Exhibit J ). As you can see from the above narrative, the requested amount was not for a premium due - but rather a request for money because of XXXX abuse of their own procedures and financial information and took their leisure in returning the funds two weeks later. Since the request was inaccurate, I was waiting for a correct or more accurate request for refund. 

On XXXX XXXX, 2015, I received a collection notice from XXXX XXXX XXXX for {$400.00} ( Exhibit K ). To my complete shock and awe I could not believe that my trusted insurance company of over a decade would tarnish my credit rating for their mistake and abuse of my financial information.

Company response to consumer: Closed with explanation