Holy shit I’m about to pop a blood vessel I am so irritated.
I have Liberty Mutual insurance for my auto policy. Switched to them in May and set my account up for autopay every 6 months. Agreed to use their RightTrack driver monitoring program for 3 months, after which my final policy price would be determined and I’d pay the full years payments in November. So first payment auto deducted in Nov for the full year, then every 6 months after that. I completed the 3 month monitoring and got a perfect score (side note anger this whole thing is a scam) which reduced my annual payment by like $21 or something. Woohoo I guess.
Got a notice last Friday that my account was more than two months overdue, that I owed $789 due June 18th, and that my coverage would be cancelled on September 19th if I didnt pay it.
No big deal, I’ll log in to my account and pay what I owe, then make sure it is set to auto pay going forward. But wait…whats that? I can’t log into the website? Every time I try it just loads briefly then changes to “you have successfully logged out”. Different browsers, incognito mode, cookies enabled, nothing worked. Ok I’ll try the app. Wait what that won’t let me log in either. Odd, must be technical issues, right? Guess I have to call them.
I call and wait on hold for over 30 minutes. Finally get a representative and to her credit she was very kind and helpful. She finds that my account was taken off of autopay on August 13th, right after the 3 month monitoring program ended, and the oayment schedule reverted to owing the first 6 months in June. Whatever I’m sure it was an error of some sort. So I pay what was owed in June and reset the account for autopay.
Then I ask about the website login issue and hoo boy I almost lost my mind on this super nice and helpful person.
She explained that my E-service privileges were revoked when the account became overdue and would not be restored until my policy is up for renewal next May. There is no escalation possible, no review system, no exceptions. So I got a notice to pay them, but literally couldn’t do it in any of the convenient ways and had to call and waste 45 minutes of my day. And now I can’t use the app to access my insurance documents, file any claims, make any changes or payments, etc. Totally locked out of the online portals for an entire fucking year. WHAT THE ACTUAL FUCK KIND OF POLICY IS THIS JESUS FUCKING FUCK IT INFURIATES ME!!!
Does that make literally any sense at all. Any business sense? Any customer service sense? Anything at all. I’m fucking stupified that this could actually be their company policy.
ETA: ahahahahaha and I just got an email to “review your payment details” for the payment I just made. How do they wish for me to review the payment details you ask? By logging in to their stupid fucking website that I am barred from using thanks to their fuck up.