I am posting the last letter I wrote to Signet Financial Group, Attention Greg Lehman, President. I mailed this on February 14, 2011 and as of today March 15, 2011 I haven't heard a word from Mr. Lehman or anyone from the customer service department at Signet Financial Group.
This company has stonewalled my husband and I for well over a year and will not give us the 1695.00 that we are due since we never made a claim or used our extended warranty. They are unclear in their communications and requirements and they very seldom return phone calls or respond to a certified letter that I have confirmed delivery from the U.S. Postal service of delivery and receipt by Mr. Greg Lehman, President of Signet Financial Group.
If you are even considering buying and extended warranty for your vehicle don't go through this company. If a dealership that you plan to buy a vehicle from offers you a warranty through Signet Financial tell them NO you don't want to deal with a disreputable company

In regards to: Service Contract Refund Agreement
Signet Financial Group
Western Regional Processing Group
P.O. Box 6839
Vacaville, CA 95696-6839

Dear Signet Financial Group,
I ask that you review this case and find that the denial of my refund should be reversed.
I in good faith complied with the process to get my $1695.00 refund that was due to me for the Service Contract on my 2004 Ford E150. This was a 60 month term with the inception date of January 22, 2005.
I did everything that was asked of me in order to get the refund due to me and yet I have been strung along for 10 months and denied my refund per a letter dated November 30, 2010 from Vickie Roll a Senior Refund Processor. (Copy enclosed). In this letter she states that I didn’t submit all refund documentation by the March 10, 2010 deadline.

On January 23, 2010 I sent a request to your company for a list of the items that you needed to process my refund.
I received that document on or about February 8, 2010.

The second week of February 2010 I sent what I thought were the seven items that were on the Refund Program Document Checklist to meet the requirements to get my refund.

I called your company numerous times between the initial request for my refund dated February 2010 and over the ensuing months to check on the status of my request and either the phone just rang indefinitely or I got a recording saying that all lines were busy and that I should leave my name, phone number, and contract number and someone would get back to me.

My messages were never responded to by a customer service representative from Signet Financial Group.

On September 20, 2010 my wife called the customer service number and actually got a live person in customer service by the name of Vickie. My wife inquired about the status of the refund and was told by Vickie that she couldn’t discuss this with her because the warranty was under the name of Stephen Hampton. My wife got Vickie’s phone number so that I could call her back when I got home from work.
I called the number provided to my wife by Vickie. I spoke with Vickie and told her that she had permission to talk to my wife regarding the refund on the warranty that was in my name. Vickie talked to my wife and it was during this phone call that Vickie told her that I hadn’t sent in all the required documentation. My wife said that I had and asked Vickie to go through the checklist of items with her to clear up the misunderstanding. It was during this conversation on September 20, 2010 that Vickie told my wife that I had sent in the wrong documentation for item number 3.

• She informed my wife that what they were asking for was a copy of the CAB card for the vehicle in questions, not the “State of Minnesota Certificate of Title for a Motor Vehicle”

• I ask you this. If a copy of the CAB card is what they are asking for why is there no mention of a CAB card in item number 3?

• Would it not be prudent to at least call a piece of documentation by its proper name so as to avoid confusion on what is required?

• Would it be the ethical thing to do to call a customer to inform them that a piece of documentation that they submitted in good faith; was incorrect and let your customer know what it is that they need to send in so that they can get the refund they are due?

So we now know that there is a problem with item number 3 on the list of required documentation.

Number 3 asked for a” COPY OF CURRENT REGISTRATION (policyholder must be the current registered owner at the time of refund request and vehicle must be registered operational with the Department of Motor Vehicles).

I understood this to be the “State of Minnesota Certificate of Title for a Motor Vehicle” which shows proof of ownership of our vehicle and is used to transfer the title of ownership to another person when you sell a vehicle in the state of Minnesota.

The SFG customer service representative insisted that they needed a copy of our CAB card. My wife told the customer service representative that we don’t have CAB cards in the state of Minnesota. The customer service representative stated that a CAB card is what they were referring to in item number three.


Since Vickie told my wife that we needed to send in the CAB card I assumed that I would get my Warranty Refund once it was received by Vickie. Imagine my surprise when I received the letter in the mail from Vickie Roll telling me that I did not qualify for a refund.
Why would Vickie tell me that I needed to send in the CAB card to satisfy the document requested for item number 3 on the Refund Program Document Checklist when she knew that by sending it in I still wouldn’t get my refund based on the 30 day rule on the checklist form? Am I being strung along here like all the other folks out there with postings on the Rip-Off Report web site?

After I received this letter I asked my wife to call Vickie regarding the letter. Vickie was not in the office but my wife talked to a person by the name of Harold at ext. 107. He told her that there was nothing that he could do about the situation. My wife then asked to talk to his manager and she was transferred to extension 106 to speak to Greg Lehman. Mr. Lehman’s voice mail came on and stated that he was out of the office and that if you needed immediate assistance you could hit zero for assistance. She was connected to a lady by the name of Reesa (sp).
My wife explained the letter that SFG sent to me with the seven items that needed to be sent to SFG to process my request for refund. My wife read the description of item number three to Reesa and Reesa said that what they were looking for is the piece of paper that you get your license plate tabs on when you renew your tabs.

So now I have three things that three different people think item number three is referring to.
1.) I thought it to be the State of Minnesota Certificate of Title for a motor vehicle
2.) The customer service representative by the name of Vickie Roll whom I spoke to the first time said they were referring to the CAB Card.
3.) And Reesa said they are talking about the piece of paper that you get your license plate tabs stuck on when you renew your tabs.

Reesa offered to transfer me back to customer service for more verification since she had a different idea of what number three was asking for.

My wife was disconnected and didn’t get to speak to another customer service representative. This after she was on the phone with numerous people for 1 hour 15 minutes and 53 seconds!!!

Again I will ask that my request for my Warranty Refund be reviewed and the denial reversed based on the information that this letter contains. Please consider the following:

• I called your company numerous times between the initial request for my refund the second week of February, 2010 and over the ensuing months to check on the status of my request and either the phone just rang indefinitely or I got a recording saying that all lines were busy and that I should leave my name, phone number, and contract number and someone would get back to me.

• My messages were never responded to by a customer service representative from Signet Financial Group.
• No attempt was made to contact me to inform me that I had sent in the wrong piece of documentation for item number three on the list of required documentation even though I provided my daytime phone number with the original request for refund that I mailed the second week of February 2010.

• If I had been contacted via letter or phone I would have been able to provide the information that you wanted in plenty of time to meet the 30 day deadline to have all documents postmarked no more than 30 days of receipt of said checklist on the bottom of the Refund Program Document Checklist that was sent to us.

• Clearly there is a need for a better defined explanation of what you are asking for when you are talking about number three. If two people at your company and myself all took what is written to mean three different things; what are the chances of a person sending in the correct piece of paperwork the first time?

• I should not be denied my refund due to poor communication and improper documentation of required information on the part of SFG customer service representatives and forms that they provided to me as a customer.
I have included all three items that are in questions as being the correct piece of paperwork for number 3 on the Service Contract Refund Request sheet that I was provided.

Thank you for your consideration of my request for review of this case and finding that the denial of my refund should be reversed.