Frank James
4/5
This would have been a 5 star review and as well could have been have been a 1 star review. Thanks to Stacia and Karla this at least a 4 star review. The truth is, I have canceled my policy for a better rate elsewhere. Up until the cancellation, Carlos Ortiz was my agent. In his defense, as long as I had my policy with American National, Carlos was an exemplary agent. After moving on, his personality and the way he treated us dramatically changed! He failed to have the cancellation processed in time and intended to take the full payment from my account with the promise of refunding the amount within 10 days via snail mail. I found this to be ridiculous since the mistake was theirs, not ours. After complaining about this matter, Stacia suggested that I avoid the charge to my account by canceling the withdrawal through my bank. I took her advice and my bank informed me there would be a 25.00 charge to cancel the withdrawal. This of course did not sit well with me. Whereupon I contacted Stacia again and she told me she would talk to my agent, Carlos Ortiz, about refunding the charge via Zelle. Carlos adamantly and rudely informed me that he would not have the 25.00 refunded!
Understand that the mistake was on his end and I was being inconveniently penalized! Suddenly his customer service skills went out the window.
He was rude and downright nasty to the point that I hung up on him. His true colors manifested.
After hanging up with Carlos, I once again, called Stacia who upon hearing about the Carlos situation, refunded me via Zelle the 25.00 out of her own pocket!!! Stacia is an amazing, wonderful, compassionate and thoughtful young lady! She is truly an asset to her company. I recommend her and American National highly!!!
