866-879-0179

Sorry, this post if for Smart Step not Customer Years.  They both originate with BofA.  Smart Step still has an A+ Rating with BBB even after 120 complaints.  Clearly not enough people are following through with actually filing complaints.   http://www.bbb.org/chicago/business-reviews/i ... hts-il-31000449



>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
BBB processed a total of 120 complaints about Intersections Insurance Services Inc. in the last 36 months, our standard reporting period. Of the total of 120 complaints closed in 36 months, 63 were closed in the last year.
These complaints concerned :
1  regarding Issue Not Defined  



4  regarding Advertising Issues  
4 - None of the Above - Advertising Complaint Issue


62  regarding Billing or Collection Issues  
1 - Failure to correct billing errors
1 - Improper collection practices
26 - None of the Above - Credit, Billing or Collection Complaint Issue
26 - Unauthorized bank debits
8 - Unauthorized credit card charges

4  regarding Contract Issues  
3 - Invalid or false contract
1 - None of the Above - Contract Complaint Issue


2  regarding Customer Service Issues  
1 - Failure to respond to phone calls or written requests for assistance or support
1 - Inappropriate behavior by customer service personnel


1  regarding Delivery Issues  
1 - Delivery of unordered services


1  regarding Product Issues  
1 - None of the Above - Product Quality Complaint Issue


22  regarding Refund or Exchange Issues  
5 - Failure to honor refund, exchange or credit policies
17 - None of the Above - Refund or Exchange Complaint Issue


18  regarding Sales Practice Issues  
10 - None of the Above - Sales Complaint Issue
8 - Sales presentation used dishonest sales practices


5  regarding Service Issues  
4 - None of the Above - Service Complaint Issue
1 - Unauthorized service


 
These complaints were closed as:  
114  Resolved  
53 -  Company resolved the complaint issues. The consumer acknowledged acceptance to BBB.
61 -  Company addressed the complaint issues. The consumer failed to acknowledge acceptance to BBB.

Bank of america sells names to a bunch of companies. Make sure you log on to the B of A website, do a search for 'opt out' and then fill out the short form to not get phone calls.. My mother in law who is also suffering from dementia has signed up for at least 3 diff insurance policies, all diff companies because the calls claim to be on behalf of B of A. Kinda stinks to be a bank customer yet our names are being sold to these telemarketers. I am now having to go back and cancel all of this stuff hoping it will really get taken care of. Thanks BofA!

BofA, Intersections (company behind SmartStep), and several related insurance companies and telemarketers have been jointly sued in several class action lawsuits.

Level A. D. Insurance
(also Smart Step Protector Insurance)

PO Box 890
Arlington Heights, IL 60006

1-866-879-0179 - Customer Service

847-797-8617 - Fax

* Cancel by phone & get confirmation number to stop future charges ...but don't hang up just yet, also request "Refund Inquirey" and request "Proof of Enrollment" (audio CD will be mailed with recording of you agreeing -or not, to enroll) **Please note that if the audio recording of the predatory enrollment solicitation call does not have you explicitly saying "NO, I do not want to be enrolled..." they may use this against you because under their terms, a lack of a "NO" response is a default "YES" to authorize payment transaction using the account information already shared by BoA with them.

Also contact BoA to "OPT-OUT" from allowing the bank to share your personal information including but not limited to your account number to third party vendors such as this one. Link to opt-out --> https://www4.bankofamerica.com/privacy/Preferences.do

COMPLAINT ACTIVITY REPORT  
BBB serving Chicago & Northern Illinois
Business Info: Intersections Insurance Services Inc.
P.O. Box 890
Arlington Heights, IL  
60006-0890
847 797-8500

Location Involved:    (Same as above)

Consumer's Original Complaint :
(Please note that this entry has been translated from Spanish to English on behalf of consumer filing this complaint) This company (a.k.a. Start-Step Protector Insurance, a.k.a. Level AD Insurance) makes predatory enrollment solicitation calls to their victims by posing as Bank of America representatives and through deceptive practices and high pressure sales tactics, they fraudulently authorize reoccurring  charges on their victim's bank accounts. On 01/22/09, a telemarketer from this company called and with my limited English I told him that I was not interested, yet since that time I have been continuously charged $20 a month without my consent. I never gave them my bank account and some how they are able to charge my checking account every month even when there is no money in the account. I had my daughter call and request the service cancelled but they refused to refund the money they STOLE. They sent a copy of the "enrollment" phone call which is ridiculous because you can clearly hear me struggling to understand what the representative was saying and in the recording you can hear me explicitly saying with my limited English repeatedly, that I was not interested. I want them to put back all the money they stole from my bank account.

Consumer's Desired Resolution:
I want a full refund.

BBB Processing

08/23/2010      web    BBB    Complaint Received by BBB
08/23/2010      web    BBB    Member or MIP Complaint Validated by BBB Operator
08/23/2010      Otto    EMAIL    Send Acknowledgement to Consumer
08/23/2010      Otto    EMAIL    Inform MIP Member of Complaint
08/24/2010      WEB    BBB    RECEIVE BUSINESS RESPONSE : Dear Ms. Tooks,
    Thank you for your recent correspondence regarding Ms. X. In response, the following information is provided.
    According to our records, Ms. X enrolled in the SmartStep Protector Insurance Program on 01/**/2009 via a telemarketed solicitation. The Accidental Death Insurance coverage included an initial trial period until 04/**/2009, at which time the monthly premium of $20.00 would be automatically debited from the Bank of America DDA Account. During the enrollment, the future premium collection and timing were reviewed.
    Because she was not satisfied with this program, we are refunding all premiums that were paid for SmartStep. She should receive a credit to the DDA account shortly for $320.00. This represents all premiums paid from April 2009 through July 2010.
    Sincerely,
    Stephanie Crandall
    Policy Services Supervisor
08/24/2010      OttO    EMAIL    Forward Business Response to Consumer
09/01/2010      WEB    BBB    CONSUMER SATISFIED- WITH LETTER : (The consumer indicated he/she ACCEPTED the response from the business.)
    I will accept the response from the business but only because they have agreed to refund the money that they deducted from my account without my knowledge or approval. I am not being "credited" for not being satisfied with the program as they claim but in reality they are returning the money that was mine in the first place. They should review their practices and understand that when a customer is not interested in the service, it is not okay to proceed with enrolling them in it.

The law firm of Salehi & Associates was recently retained by a client who, upon opening a Bank of America account, received a letter from Smart-Step Protector Insurance claiming that he had enrolled in one of Smart-Step's insurance policies. Salehi & Associates is investigating allegations that Bank of America improperly divulged personal information to third parties and/or that Smart-Step improperly obtained said information. We are currently looking into this matter, and are interested in any information or assistance that other Bank of America account holders would be able to provide. Please visit our site at www.salehiclassaction.com for further details on how to contact us. Thank you very much for your time and attention.

The law firm of Salehi & Associates was recently retained by a client who, upon opening a Bank of America account, received a letter from Smart-Step Protector Insurance claiming that he had enrolled in one of Smart-Step's insurance policies. Salehi & Associates is investigating allegations that Bank of America improperly divulged personal information to third parties and/or that Smart-Step improperly obtained said information. We are currently looking into this matter, and are interested in any information or assistance that other Bank of America account holders would be able to provide. Please visit our site at www.salehiclassaction.com for further details on how to contact us. Thank you very much for your time and attention.

The law firm of Salehi & Associates was recently retained by a client who, upon opening a Bank of America account, received a letter from Smart-Step Protector Insurance claiming that he had enrolled in one of Smart-Step's insurance policies. Salehi & Associates is investigating allegations that Bank of America improperly divulged personal information to third parties and/or that Smart-Step improperly obtained said information. We are currently looking into this matter, and are interested in any information or assistance that other Bank of America account holders would be able to provide. Please visit our site at www.salehiclassaction.com for further details on how to contact us. Thank you very much for your time and attention.

I vaguely remember some phone conversation from late 2007 where somebody offered me some accidental death insurance for $20/month.  They said they would send me some paperwork and I could fill it out and return it.  Well, paperwork never came so I kinda forgot about it.  At the time, I was living at home and making a lot of money so I wasn't all that concerned about checking bank statements and balances, so this thing slipped by for too long.  I just noticed a few months ago.  I was surprised, because how could I have life insurance or accidental death insurance when I didn't sign anything or name anyone a beneficiary!  Now I'm living on my own in Hawaii and it's quite expensive, so I've been paying much more attention to my money (something I should have been doing all along) and I was sick of having whatever this was taken out of my account.  So, I got in touch with BofA, because I remember it was either BofA or an affiliate who called me.  They made it out as if they had never heard of this company and I would have to get in touch with them, but I didn't even know who they were.  I just got a new debit card and new account, but the $20 was still taken out of my account, which triggered a $35 overdraft charge!!!  (Wouldn't I rather owe somebody $20 than pay a $35 fee?!!)

Anyway, I called the company to cancel the policy.  The number 866-879-0179 worked and the person who answered was friendly.  He tried to push me to keep the policy, but I said no and he says he is going to cancel it.  It will be canceled on the 30th of Nov. so I should not be billed again.  He also gave me a cancellation number.  Hopefully it gets canceled.  I am going to file a complaint with BBB because of this company's shady telemarketing and billing tactics and I hope to receive my money back, but I'm not sure if that will happen because somehow I probably technically "signed a contract" with them.  Right now, I would settle for just not being billed anymore

I'm actually far more angry with Bank of America for giving this company my checking account info, for their ridiculous fees and for acting like they don't even know how this company got my info.  I'm considering filing a complaint with BBB against BofA also.  Try to call 866-879-0179 and cancel and make sure to pay attention to your accounts and finances, something I wish I did a lot more of a few years ago!!

yea me too 1200 dollars later

The Minnesota Attorney General just sued Discover Bank for pulling the same cr*p.

http://www.ag.state.mn.us/Consumer/PressRelease/120610DiscoverBank.asp

The Law Firm of Salehi & Associates, P.C., has been retained regarding filing a class action lawsuit against Bank of America and Intersections Inc., dba Smart-Step Protector Insurance.  Our clients, upon opening Bank of America accounts, received letters from Smart-Step stating that they had enrolled in Smart-Step insurance policy.  Accordingly, Salehi & Associates has been investigating and confirming the following allegations against Bank of America and Smart-Step:

    1.    Bank of America improperly divulged its customers’ personal information to third-parties (including Smart-Step and Intersections, Inc.); and/or
    2.    Smart-Step improperly obtained the confidential information in violation of California and Vermont state privacy laws; and/or  
    3.    After Smart-Step obtained such confidential information, its agents directly or indirectly contacted Bank of America account holders via telemarketers and solicited them to purchase accidental death insurance; and/or
    4.    Bank of America and/or Smart-Step thereafter withdrew funds directly from Bank of America customer accounts, on a monthly basis, without the proper consent of these customers.

Salehi & Associates, in its continuing discovery of this case is greatly interested in any information or assistance that Bank of America account holders and/or Smart-Step insureds may have, specifically from residents of the State of Vermont or California where there are strict privacy laws.  We may be reached at (800) 428-0304, or for more information please visit our site at www.salehiclassaction.com.  Thank you very much for your time and attention.

Hi Bernice,
My name is Amir Salehi, and I represent several Bank of America customers who have filed suit against Bank of America for unauthorized charges to their accounts for SmartStep (also known as Level AD) Insurance.  I am looking to speak with other Bank of America customers who have experienced these unauthorized charges to their accounts, and from your complaint, I understand that you have noticed charges to your account that may be unauthorized.  If this is the case, any information you provide regarding your experiences could be important.  Please contact my staff at www.salehiclassaction.com, or 310-820-3366 if you would like to discuss your experiences with Bank of America and SmartStep (or Level AD) Insurance.  Thank you, and have a great day.

Hi "Mad,"

My name is Amir Salehi, and I represent several Bank of America customers who have filed suit against Bank of America for unauthorized charges to their accounts for SmartStep (also known as Level AD) Insurance.  I am looking to speak with other Bank of America customers who have experienced these unauthorized charges to their accounts, and from your complaint, I understand that you have noticed charges to your account that may be unauthorized.  If this is the case, any information you provide regarding your experiences could be important.  Please contact my staff at www.salehiclassaction.com, or 310-820-3366 if you would like to discuss your experiences with Bank of America and SmartStep (or Level AD) Insurance.  Thank you, and have a great day.

Hi Joan,
My name is Amir Salehi, and I represent several Bank of America customers who have filed suit against Bank of America for unauthorized charges to their accounts for SmartStep (also known as Level AD) Insurance.  I am looking to speak with other Bank of America customers who have experienced these unauthorized charges to their accounts, and from your complaint, I understand that you have noticed charges to your account that may be unauthorized.  If this is the case, any information you provide regarding your experiences could be important.  Please contact my staff at www.salehiclassaction.com, or 310-820-3366 if you would like to discuss your experiences with Bank of America and SmartStep (or Level AD) Insurance.  Thank you, and have a great day.

Hi Osc,
My name is Amir Salehi, and I represent several Bank of America customers who have filed suit against Bank of America for unauthorized charges to their accounts for SmartStep (also known as Level AD) Insurance.  I am looking to speak with other Bank of America customers who have experienced these unauthorized charges to their accounts, and from your complaint, I understand that you have noticed charges to your account that may be unauthorized.  If this is the case, any information you provide regarding your experiences could be important.  Please contact my staff at www.salehiclassaction.com, or 310-820-3366 if you would like to discuss your experiences with Bank of America and SmartStep (or Level AD) Insurance.  Thank you, and have a great day.

Hi Mitch,
My name is Amir Salehi, and I represent several Bank of America customers who have filed suit against Bank of America for unauthorized charges to their accounts for SmartStep (also known as Level AD) Insurance.  I am looking to speak with other Bank of America customers who have experienced these unauthorized charges to their accounts, and from your complaint, I understand that you have noticed charges to your account that may be unauthorized.  If this is the case, any information you provide regarding your experiences could be important.  Please contact my staff at www.salehiclassaction.com, or 310-820-3366 if you would like to discuss your experiences with Bank of America and SmartStep (or Level AD) Insurance.  Thank you, and have a great day.

I have been a victim of them for 5years.  Just realized that they claim I authorized it for free trial and didn't cancel it.   They took $40 per month since 2007.  This is crazy!! I guess I am crazy not looking into them closely. I was able to call them and cancel using the above number.  What else can I do?  They took more than $2400 from me.  Help!

I noticed the deduction on my moms statement she is old and can't keep track of her own accounts I called to get more info and they said it was a insurance policy they have been taking money for her and my dad and she knew nothing about it the worst part is my dad has been dead for over 2 years!!!! Smh I'm pissed. Shame on Bank of America