A Clean Gutter

Greetings, Below, please see the information regarding Revdex.com Concern #[redacted]. This situation is truly an error on our part and we have sincerely expressed our disappointment and apologized to Mr. and Mrs.  The payment of $279 was a manual error by a Mayo employee.  It should have...

been set up as $68 a month.  This employee has received disciplinary action due to the severity for setting up/running the payment for the incorrect amount. In order to prevent this from happening again, we have limited access to our credit card system and also stressed the importance of accuracy.  I had a refund in the amount of $211.00 processed and mailed to the patient.  The check was mailed Friday, August 28th. I have also sent the patient a written apology letter along with $30 in gas cards as a token of our regret. Here is a breakdown of the phone conversations:1st call -8/24/2015 @ 9:34AM.Rep advised patient's wife that the 279.00 would be reviewed to see what is able to be done about refund and we would give her a call. Patient wanted her overdraft fee's refunded as well. Supervisor advised her she will send for review and get back to her today or tomorrow.2nd call -8/24/2015 @ 3:20PM.Manual call was made by supervisor, left message on machine.3rd call - 8/24/2015 @ 4:06PM.Guarantor called in returning the call,  Rep Jess advised him payment was reversed for the $68.00, he stated he will pass message on to wife.4th call -8/26/2015 @ 8:13AM.Rep Katina did not speak with the wife as she stated no ROI was on file. Patient began very upset stated she is on the account she makes payment, it was her account and someone spoke with her already. Patient used vulgar language and was stating no money was refunded. Patient ended up hanging up.5th call - 8/26/2015 @ 9:42AM.Husband called gave permission to speak with wife, and requested ROI. Patient was advised reversal on card could take up to 28 days. Patient stated needs the money returned to his account today since it took 5 seconds for us to pull the payment. Then representative Tami advised him check could be cut in the next couple of days. He stated that is unacceptable and wants his wife to pick up check from Mayo today otherwise if not done today by the end of the day he will call the attorney general and Revdex.com. He wants his wife called with resolution today.6th call – 8/26/2015 @ 2:00 PMI called the patient and apologized for the situation.  Mrs. stated that she was told a check would be cut today and that she could pick it up.  I told her that was not a true statement and explained our process.  I explained that we had ordered a refund for $211, which will run Thursday, August 27thand be mailed out on Friday the 28th.  I told her to expect a check mid to late in the week of August 31st through September 4th.  Finally, I explained to Mrs. that I would adjust the remainder of her balance of $211 and was sending her the gas cards.Mrs. understood.I hope this response is sufficient for resolution and closure.  If you have any additional questions on this situation, please do not hesitate to reach out to me.  Thank you!