Refund

I am complaining on behalf of my mother who had a double debit because an additional policy was created instead of replacement of doing what she requested which is change one of her beneficiaries on her already existing policies, she has been waiting for her refund since October it's now a whole month after and still nothing, I just sat through an listened to her speaking to one of your call center agents and it's really sad how eldery clients are being taken advantage of.