State Farm agent vs customer (video link)

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Published on Aug 15, 2014 Sorry it's lengthy but Here's the whole story. Just for confirmation the lady in the video(Laurie Jacobson) is my personal agent and also the person that "runs this office." Katie, the girl she insisted I needed to speak to, is her secretary. Also, I had informed the other agent (Laura) whom I was speaking to that I have work monday and would not be able to meet with anyone because they close at 4:30 and I do not get off work until 5. She then told me to come in at 1:30 to meet with Laurie who is my agent. En route I received a phone call back from Laura stating that Laurie will not be in. I proceeded to go to the office any way to hopefully speak to someone who may be able to look at my bill and receipt and tell me why I am being charged for homeowners insurance. Originally, on the day of signing my contract(July 25th) I put down a minimum 2 month down payment. The total equated to $483.58($241.79 per month which I already thought was a wee bit high considering I have a clean driving record) I handed over $500 cash. I was informed there was no change in the office and that the remaining $16.42 would be credited to my account. She handed me my receipt I said ok, thank you so much have a great day see you next month. 3 weeks later I receive my first bill. Now, instead of my bill $225.37(credit included) it is actually $268.86. Not only are they tacking on extra fees for homeowners insurance for a home in which I do not own, I am also now being told I actually owe them $11.24 from the day of signing my contract. So, as any concerned customer I call their office. At first I speak to the secretary Nikki, who went out of her way to really try and help me but was unable to so, she redirected me to this other agent Laura. Laura is insisting I signed up for this policy. I inform Laura that I have my receipt and I in fact did not. She exclaims "what receipt!?" as if she is surprised I have documentation. I say the receipt from when I signed my contract, it has no mention of homeowners insurance and shows that my fixed rate would be $241.79 monthly. She then tells me well I can remove the homeowners insurance but your monthly bill will now be $272 a month. I say that doesn't make sense I signed a contract for $241. She says let me check Katie's logs. She says "well it says here that Katie said she gave you 2 options for payments and you said go ahead and go with the cheaper one." I assure you that never happened but even if it that part of the conversation did transpire i say to her "then why does my receipt say I have a contract for $241.79, a credit for $16.42, but my bill is saying that I now owe you extra money and the total is for $268.86? somethings not making sense I'm being fricked over somewhere" She then says "Sir don't cuss at me!" -"I'm not cussing at you I didnt say you fricked me over" "If you keep cussing at me I am going to terminate this phone call! Just come in monday and someone will speak with you." -"Look Is there anyway I can speak with Laurie today since she's my agent, I have work on Monday" I get put on hold for a second and she comes back with a nice refreshed demeanor, "Mr. Thomas Laurie will be in 1:30 today you can come up then and speak to her." -"Thank you, I'll be there at 1:30" Not once from Laura nor Laurie did i receive an "I'm sorry for the inconvenience" or "we apologize for the issue at hand." The 5 minutes of time it took her to argue with me could have been spent looking over my bill. I also never saw why she needed to speak to her secretary who I had spoken to 3 weeks prior first when a) Laurie is my agent b) Laurie is also the owner and "runs this office". I can guess her secretary talks to much larger amount of people weekly about their business than I talk to state farm employees. I did not go there with intent to provoke any one or get youtube famous. As far as I knew upon arrival my agent wasn't going to be there. I'm bad at confrontation, Im easily swayed, generally a push over and often don't put things together until after the incident. I honestly felt like there was something really shady going on so for my own records I was going to record this personal encounter and get all the facts. Just so happened my agent was there and refused to speak to me. How was I supposed to know that someone who wasn't going to be there was going to refuse to give me service, continuously cut me off, scream at me and then threaten to call the cops on me? I didn't even accuse anyone of lying. i said "as a customer it looks as if I'm being lied too".

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That lady turned into a bitch. Should have just burned the building down

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I'm being fricked over somewhere

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