I spoke to Abram Sandoval My *** Mother’s local AAA agent in the Albuquerque NM office...
GetHuman939477's customer service issue with AAA from August 2018
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The issue in GetHuman939477's own words
I spoke to Abram Sandoval My *** Mother’s local AAA agent in the Albuquerque NM office (*-***-***-****) on *-**-** to pay her Homeowners Ins Policy and check on her auto ins. status since she had not received a statement (I live in Calif. and handle her Insurance and Property affairs). Per Abram her Auto Policy was still in the underwriting Dept. * he would check and for her to expect a statement by the following week. On *-**-** Nelson from AAA phoned my Mother to inform her Auto Insurance was Going to Be CANCELLED if Not paid Immediately. My Mom was Taken Aback and agreed to make a Payment with her Bank account info. Nelson then proceeded to tell her she was listed as a pay in full customer and she could not make a payment and she Would also MISS Out the Discount if the entire Balance was not paid (later found out the discount is only *%-$**.**! Only). My mother is in her **'s and on a fixed income- she is recently Widowed would have preferred to make payments but in that moment was Scared to lose her Policy and Not get the benefit of a wonderful discount so she paid the $***.**. This left her with a small amount in her Bank account until the next SS payment mid August.* *. Two days Prior to getting the Cancellation Alert Call -I spoke to Abram and he NEVER mentioned her Account was Past Due and in Jeopardy of being dropped. **. Had she received a Proper Statement she could have done what was best for her Financial situation and only paid the down payment of $**.**. **. If the Underwriting dept. was behind on Processing this Renewal and her Policy was in Danger of Being Terminated this should Have been Handled in a Professional manner* beginning with: We apologize you were not issued a Statement previous but......(something more Civil along those lines). Not so Urgently and Harsh! *I phoned Abram regarding this issue and he was Very as Matter of Fact and ARROGANT taking No Responsibility for Not Conveying Accurate information and was Full of Excuses. Bottom line we asked for a Refund of $*** (This was on the Next business day) and she was Rather opt for the Down payment and monthly plan instead. Abram said he would discuss with his manager and get back to me. The funds were taken out of her account *-**-** and I spoke to Abram on *-**-**-Mon. Payment was made on a Friday *-**-**. Never being contact back - I called Abram on *-*-**. He said AAA could not issue the refund and nothing else could be done. At this point he was RUDE and hung up on me when I told him being Professional and having some accountability goes a Long Way in customer Service. She sounds Very Young and let his Ego get the Best of Him * If truly Nothing can be done I understand- but in the Manner in which this Whole Situation was Handled CERTAINLY CAN and that is Why I am Bringing it to AAA ATTENTION. THANK YOU.
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