Gina sent a message to David Long – Chairman and Chief Executive Officer of Liberty Mutual Insurance Group Email Address that said:
Mr Long, I am so frustrated with Liberty Mutual I could not help but reach out to you. Sorry to bother you but I have been a Liberty Mutual Customer for several years. I recently made a payment for $77 for dwelling insurance. Your team posted it as $772. When I called to find out what was going on I spoke to one of your Reps, Sean. Sean was very nice but not very empathetic. He pulled my check and noticed that the issue, in his eyes, was that it looked like a 772 on my check and that is where the error came in, even though I clearly wrote out seventy seven dollars not seven hundred and seventy two dollars. Sean said that the computer doesn't look at that. He eluded to the fact that it was my penmanship. All well and good. Here comes the real issue. Sean informed me it would take 3-5 days for them to reverse this. The problem with that is that I already wrote checks that will now bounce because of Liberty Mutual's error. There was no concern for this issue, only that this is the process, and pretty much tough luck. I am beyond livid that I am being inconvenienced. I too work with the public and do not have the time in my schedule to deal with this nor would I make a customer feel as though their frustrations dont matter. I would like you to see if there is something you can do to rectify this issue. I am not the one who made the mistake, regardless of my penmanship, Liberty Mutual is.
Thank you for your time.
Gina
