Consumer complaint received 2020-06-11
Company: STATE FARM BANK, FSB
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Other personal consumer report
Issue: Problem with a company's investigation into an existing issue
Sub-issue: Difficulty submitting a dispute or getting information about a dispute over the phone

Complaint:
Hello, despite how humorous my writing in for a third time today may seem to those reading, I can assure you that this is not humorous to me. I am writing this time because State Farm reassigned a claims case that I filed last week to a special unit, and I was also forced into making a verbal statement the other day after the claims adjuster ( who sounded super XXXX  ) said he didn't have my written statement ( which was a lie - he had this statement ). In a panic, I actually ended up sending him an old statement ( one that I was editing before I finished, saved, and emailed the final version to my agent ) in a panic because he put me on the spot. Sending him the wrong document ( and then realizing it shortly thereafter ) triggered a XXXX XXXX for me, because I felt unprepared and was not sure exactly what I had not yet organized in the statement I accidentally send ; and, due to my XXXX ( and how uncomfortable I felt with this gentleman ), I was not sure how to communicate the fact that I accidentally sent the wrong statement to him than the final one I sent to my insurance adjuster ( I did say this at some point ; however, he was too XXXX to notice ). All this unexpected pressure, being put on the spot with unfair questions, accidentally sending him a statement ( under duress, again - after he put me on the spot ) that I hadn't edited, etc. triggered a XXXX XXXX for the rest of the conversation, during which I was clearly uncomfortable. 

And this guy did everything he could ( between the just XXXX tons of XXXX  that he was smoking/his being XXXX  as XXXX, which made me incredibly uncomfortable to have an intoxicated individual handling my $ 10,000+ insurance claim, and his dismissiveness/undermining what I said ). This statement to this gentleman was not consensual. It was made under duress ; and, was only necessitated due to this agent 's lack of professionalism and intoxicated state, which caused him to inaccurately review the documentation that I sent to my agent ( and that he had ) as well as ask inappropriate questions. I would encourage State Farm to drug test this employee immediately ( for which he WILL test positive - I will bet my reputation ) before he has the chance to XXXX up anyone else 's claims.. 

And, again, this same guy, the guy who was XXXX, said he had the photographs that I forwarded to my agent, but he said he did not have the statement I wrote ( which is a very detailed statement - I spent a lot of time editing it and making sure it is accurate/readable ). This was a lie - he had my statement, as the same email that I forwarded to my agent ( with the photographs he was viewing ) was forwarded to him by my agent earlier that morning, an email that contained the statement. The email in question contained 10 attachments : 9 photos and a PDF document with my written statement. And this guy was too XXXX XXXX  to notice that my REAL statement was attached to the email that my agent forwarded to him ( in PDF format ). That put me in an uncomfortable position in which I felt forced to come up with details on the spot without having prepared for such an encounter beforehand ( because of my false expectation that State Farm would actually do their jobs and review the statement that I spent hours writing BEFORE wasting hours of my precious time interviewing me for no XXXX reason when I have trouble expressing myself verbally due to XXXX ). 


As I just stated, I have XXXX. Part of that means that I have trouble " reading '' people ( so to say ) ; however, autistic or not, a person doesn't need to be neurotypical to tell that the way the guy on the phone was treating me was unfair. He took my XXXX/XXXX XXXX XXXX XXXX XXXX XXXX  and treated me like I was a criminal ( grilling me with unnecessary questions, putting me into uncomfortable scenarios that require me to answer questions for which I don't currently have all necessary information available, asking me very specific and unnecessary details, etc ). I have had this experience before, especially with this quick to judge. 

People assume that my lack of loquaciousness is dishonesty rather than the fact that I XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( literally ). I  could tell by the way this guy was speaking to me that he had already judged me, because he kept undermining the amount of damage that my items sustained. 

In addition, for certain items that were clearly a complete loss, he kept requesting that I get quotes for the cost to restore these objects ( although I already did the research, and I let him know that I was certain that some items would cost more to restore than to replace - anyone with eyes can see this ). And I have no problem getting those estimates ( now I do - I'm not doing XXXX after you just wasted so much of my XXXX time ) ; and, before I knew my case was reassigned, I had contacted 4 different antiques restoration services to ask for quotes. I even have a charge on my XXXX card for {$5.00} for a website called XXXX ( see attached ) to try and get an art expert to appraise the cost of repairing the damage to my Basquiat ( even though it's very XXXX obvious that it is going to cost a lot more to restore this piece than to replace it - art restoration experts charge $ 150-200 per hour, if not more - you do the math ). This employee who interviewed me was absolutely being partial/unfairly judging me and ( frankly ) sounded like he was XXXX up on a lot of XXXX. That combination, unfairly judging people/jumping to conclusions and a highly intoxicated state, with the power to refer my case to a special investigative unit, is a dangerous combination. 

This individual should not only be fired, he should be put into jail for being intoxicated on the job and that affecting his judgement in a way that has caused me hardship and undue stress. 

For instance ( to give an example of how this individual was undermining me ), I had a set of antique XXXX nesting tables worth {$6000.00} in PERFECT condition that are clearly ruined ( very obvious from the pics I sent ), and this guy kept undermining me when I insisted he look at the pictures to see how the water seeped into the wood and was causing rot ( indicative of the need to fully replace rather than resurface ). And he just kept undermining that, saying oh well it looks like you could resurface them, etc, so on and so forth. Like, dude, you work for me. I am not trying to have a debate. Just shut the XXXX up and do your job. I am done dealing with companies that act like they don't trust me. I was more than fair in my assessment of the damage. It's not my fault that your XXXX-up, pathetic excuse for an employee was too high to XXXX listen to my words. 

I asked the last rep I spoke with to cancel my policy, and he has put that in a message to my agent, XXXX XXXX, who I will include on this complaint and I expect to cancel my policy ( as requested ), effective immediately, as well as to refund me the payments I have made since they enacted the policy. And then I request that they either cancel or settle my claim. 

I am done giving you my business, though. I repeat : you will never get my business again ( for turning what was supposed to be a time of healing and recovery for me into a literal XXXX nightmare ). Again, though, my friends will hear about this experience one way or another. And I can either tell them that I am no longer doing business with you all because you discriminated against me, that your intoxicated pothead employee falsely referred my case to a VERY serious unit ( from what I understand - I do not take this referral lightly and neither do my attorneys ), and have caused me much pain and suffering. OR : I can tell my friends and family that I cancelled my policy because I had a miscommunication with you all that I just couldn't look past ( given the re-traumatization and how you have turned a time of healing into one of pain ), you all did right by me and paid out my claim ( in full ), and we went our separate ways due to a difference in opinion. 

Believe me when I tell you that my business, my family 's business, and my friends ' business is far more valuable ; and, just know : nobody in my circle gives away anything for free. And if I don't get reimbursed for these items, if my policy does not cover what it said it will cover, it will cost your entire business a lot of money, in the long run. Either way I am leaving your company and will never return. The story that I tell ( which will be the truth either way ) is contingent on how you choose to respond and move forward from here. 

I wish you all the best as a company ; and, if I don't hear back from you all soon with a decision on my claim, I will assume that you all are not going to make good on the policy that I have paid good money for ; and, I will tell my entire circle about this experience and allow them to make their own decisions as to whether them, their companies, and/or their associates want to do business with a corporation that ab uses individuals with XXXX and refuses to pay out on policies. I won't tell them what to do one way or the other, because I respect them enough to make their own decisions ; however, if it were me, I know where my business would go, and it would be to anyone other than State Farm. 

I don't play games ; and, after the ordeal I have had with XXXX, I don't take any type of referral to an investigative unit lightly. If your corporation thinks it is cute to play games with your customers when it comes time to fulfill your end of the contract, know that it is not, and I am not going to take part in this nonsense. I can ( and am ) opening a policy with another company that will be fair to me. Best of luck to you all - I hope you take pride in know that you have caused an individual, who is already struggling with a XXXX and dealing mistreatment from multiple companies, a great deal of distress over what was a very cut-and-dry matter.

Company response to consumer: Closed with explanation