My policy was about to be canceled because the expiration date on my debit card has changed. When this happened in June I updated the account for all of my bills and online purchases. Including Geico! I had assumed my bill was being paid automatically as it had been in the past and there’s absolutely no reason it should not have been. But I received an email that I was about to be canceled so I logged onto this app.I went to pay my bill and I noticed popped up that I must change the expiration date. Easy enough right? No no no no no no no not easy at all! I repeated this psycho about seven or eight times where it allowed me to change my expiration date and then I went in and clicked pay bill and it said the expiration date has expired change your expiration date and I played goofy again and again and again!!! I went to the settings but I couldn’t find payment methods. I finally found something that gave me the option of a credit card or checking account but not the option to change the expiration date on my debit card. Finally by random and I mean random not intuitive clicking and clicking through and clicking through I came to a page that allowed me to put in a new expiration date. My bill has been paid the entire process took me about 20 minutes. I gave you another couple minutes of my Saturday to write/dictate this message in hopes that you improve your system for other customers. Thank you

GEICO is horrible. I have had a glass damage claim (for the windshield of my car) open for weeks, and I have not been able to make any progress beyond the initial declaration of the damage, given the many roadblocks GEICO laid on my way. It is the phone number from the mobile app that tells me to send a written message, and then the reply to the written message that tells me to call the same phone number. The “dog trying to eat its own tail” madness. In the meantime, my safety is being endangered while I am forced, by this bad quality, to drive a car with a damaged windshield. Also, at the same time and while all of this is going on, my dealership, the glass repair shop and GEICO are all playing to pass the ball to each other about who should take the next step. They all seem to think I am responsible for it. For sure, I am responsible for it, that is out of the question, but how can I really be responsible and be able to take care of it, if every time I try to make this claim move forward, one of the three stakeholders refers me to the two others? Absolute madness again. They are a bunch of irresponsible men and women brats catching me in the middle. Help! And fast!

The card I used for Autopay on my Geico account had to be reissued due to fraudulent transactions, and I tried using the Geico AI chat to figure out how to update the autopay. The chat told me to go to a specific page and select a specific feature to update my autopay, but that feature does not exist on my app even though I have the absolute up-to-date latest version of the Geico app. When I told the Geico app AI chatbot that the feature it recommended did not exist, it kept issuing stupid vapid replies like “I’m sorry, I don’t understand your message.” Finally I reached a real chat person and they told me that due to security reasons the autopay could only be updated by phone. So I decided to forget about updating the auto pay and just pay the current amount due using the updated card number. When I was putting the payment in, the option “update auto pay” appeared at the bottom, and I could easily select it. So both the AI chat and the (presumably) real human Geico chat agent gave me bogus information. Meanwhile, Geico charges me an extra fee just for muddling through this mess even though my account is still current. Not happy at all with Geico today sorry. There was a really simple explanation both the AI and “human” rep should have known. Making payments is a really really low level basic minimum feature that I would think any legitimate company’s app would strive to get right.