Customer Complaint
9/15/2026
I moved from Laveen, Arizona, to Maricopa, AZ in December 2025, with federal USPS forwarding. In January 2026, I called Liberty Mutual about car insurance. The customer service rep at LM told me that my policy would lapse, so I offered 3 times on the phone to pay the balance due, but he would not allow me to do so, stating that the policy would cancel. I told him that if I am not allowed to pay, I would have to seek insurance elsewhere, since I was traveling and needed coverage. I also told him I had not received any bill from LM, and that it was possible that it was delayed. He still would not allow me to pay, so I told him he left me with no choice. I called another company, and I got insurance. about a week later, i received the bill in the mail. I also did speak to another customer service rep about the insurance, and I reviewed what had happened with their representative, who refused to take payment. I told them their advertising was great, but the actual customer service clearly was not in sync, and that I had to get other insurance. They still hound me through email to come back to them. Today, i got a notice from CCS Collection Service. Liberty Mutual turned over the bill to a collection agency, after multiple times not allowing me to pay, and after confirming this to them via phone call and online form. Now, they seek to damage my credit.
Resolution Sought
Cancel the amount, because they wouldn't let me pay when I was a willing customer, and I moved on. Drop the credit collection activity immediately. Otherwise, I am prepared to get a attorney over this ridiculous, ongoing fiasco.
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