BB
Blandune Bowen
Jan 16, 2026
This branch needs to be investigated and audited ASAP.
I am particularly concerned about the treatment of elderly customers whose primary language is not English, including Spanish and Haitian Creole speakers. My mother, whose primary language is not English, has repeatedly experienced troubling and potentially unethical interactions when visiting this branch to pay her insurance policy.
On multiple occasions, the agent in question attempted to short-change my mother when she made payments in person. In at least one instance, the discrepancy was only corrected after I entered the office and intervened.
Additionally, when I contacted the agent by phone to discuss my mother’s policy, I was informed that my mother had “aged out” of her policy and that there was no reason to continue making payments. The agent further claimed that she had been telling my mother for years that she was aging out of the policy and advised her to seek coverage elsewhere. After speaking directly with my mother, I confirmed that this statement was completely false. At no point had the agent informed her that she was aging out of the policy or that she should stop making payments.
Furthermore, approximately three years ago, this same agent advised my mother to take out an additional term life insurance policy, despite knowing that my mother would age out of that policy within a short period of time. This raises serious concerns about misrepresentation and whether the policy was sold in my mother’s best interest, given her age and eligibility.
The last time I accompanied my mother in person, around November, the agent again failed to mention any issue regarding my mother aging out of her policy and once more attempted to short-change her before I intervened.
These incidents raise serious concerns about unethical conduct, potential financial exploitation, and misrepresentation—particularly toward elderly individuals with language barriers. I respectfully request that this matter be thoroughly investigated and that appropriate corrective action be taken to ensure customers are protected from similar experiences in the future.
