I am writing this letter because I am very upset at the way my cancellation policy was handled by Expert Auto Insurance particularly Lili Paz. When I was completing my application with Ms. Paz, I was informed that I would have to exclude my father off of my policy since we resided in the same household. The only way I could avoid this was to have my father add me to his policy or add my father to my policy. I did not want a joint policy since I prefer to have my finances separated from my father but I also did not want to exclude my father off of my policy. Ms. Paz suggested I go home and check my fathers coverages and see if he wanted to add me to his policy or vice versa. I already knew my father would not switch to my policy and that he would not object to adding me to his policy. Thus I asked Ms. Paz about Mercury's cancellation policy. She informed me that the premium would be pro rated based on the number of days my policy was in effect. This was fair so I signed all the paperwork and established my policy with Mercury.

On August 22, 2007 I called and spoke to Ms. Paz again regarding the cancellation policy. I wanted to be sure that I was not going to incur any additional charges if I canceled my policy. Ms. Paz assured me that the premium would be pro rated based on the number of days my policy was in effect. Hence I faxed Ms. Paz a statement confirming my desire to cancel my policy.

I received a check in the mail refunding me the balance of my premium. I was unsure as to why so much money had been subtracted from my premium. The policy was in effect on July 24, 2007 and the cancellation went into effect on August 25, 2007. I was charged $127.90 for a month of insurance.

I called Expert Auto Insurance and spoke to Raymond on September 25, 2007 regarding the amount of money I was refunded. Raymond said he would look into it and call me back. Raymond called me back and informed me that since the policy had been canceled in less than 60 days Mercury was going to charge me 10% on the premium. He also informed me that Mercury had removed the marriage discount because I had not shown proof of marriage. I informed Raymond that Ms. Paz had never asked me to show proof of marriage and if needed I could furnish a copy of my marriage certificate. He stated that Mercury had requested the proof of marriage from the office and since I called on August 22, 2007 stating I was going to cancel my policy they had decided not to ask me for it. I also informed him that Ms. Paz had never informed that Mercury would charge me 10% on my premium if I canceled my policy even though I had spoken to her twice regarding the cancellation policy. He informed me that I should take up my concerns regarding the billing dispute with billing or call Ms. Paz and provided me with the number. Raymond was helpful and sincere in his efforts to assist me.

On September 25, 2007 I called billing and explained what had happened to them. Billing said to call customer relations or speak with my agent. I then called Ms. Paz who told me that the office doesn't hold the money and to call billing. I explained to her that I already had and they had told me to call her. She was very rude and kept stating that she couldn't help me and to call billing. I wanted to confirm with her that she had indeed told me that the policy would be pro rated based on the number of days the policy was in effect but instead of listening to what I was saying she said several times that she had been in the business a long time and that she never tells customers how much money they are going to be refunded. I then told her that I never said she had given me a monetary figure regarding how much money I would be refunded but had simply told me that the premium would be pro rated based on the number of days the policy was in effect. She then stated that she remembered me saying that I was considering canceling my policy because I might get added to my father's policy so I wouldn't have to exclude him. Finally I could see that I was not getting any assistance from her so I informed her that I would call customer relations.

I then called customer relations and explained what had happened. She explained in Mercury's jacket the cancellation policy is outlined. I informed her that when I signed my policy I didn't have that jacket in front of me and thus had to rely on the word of the sales agent, Ms. Paz. I also informed the lady in customer relations when I signed the policy Ms. Paz knew that it was likely I was going to cancel the policy in a short period and thus had an obligation, especially when asked to inform me of the cancellation policy. Also on all the documents that I signed there was no information about the cancellation policy. The lady in customer relations told me that I had signed agreeing to all of Mercury's terms and conditions and thus I was also agreeing to their cancellation policy. She then called Ms. Paz and left me on hold while she discussed my situation with her. She came back to the line and informed me that Ms. Paz had stated that she had not told me how much money I would refunded. I again told the lady from customer relations that I had never said that Ms. Paz stated that. Finally I could see that I was not getting anywhere and thus asked how I would file a complaint!

Beware people!