Accelleron Medical Products

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I have gone through my records with my bank and have found the refund in questionI understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted] ***

Thank you for informing our office of this complaint, this is a patient of Acelleron Medical products and we certainly take this complaint very seriously as we strive to make the process of receiving a Breast pump as easy and stress free as possibleOur customer service representatives will call each patient receiving a Breast Pump prior to shipping the unit to confirm the specific unit that patient has requestedOur typical customer service process is to charge the credit card while on the phone with no patient to confirm that the transaction had processed successfully, than the order is shipped to the patientA special request to hold the processing of the credit card for a later date is not typical, so when this credit card declined our first attempt is to try this card again to ensure that the credit card #, Expiration date and security # were entered properly, prior to calling the patientthis was attempted on 9/17/at 8:am and the card was successfully processed on 9/17/at 8:amfor reasons unknown, this credit card was "returned" on 9/17/at 9:am to the same credit cardThis is why the patient received a statement for the balance dueResearch with the technical support team for our software system informed us that an employee had selected an X in the system thus causing the refund to the patient, the employee was not aware that she created a refund at that timeWhen the patient called after receiving the statement, her call was returned by a rep who confirmed that payment had been taken but was unable to see that minutes later refunded to the patient as wellThis concern was escalated to a manager and the entire process was researchedThe manager then contacted the patient to explain the mishap and while the patient confirmed to seeing the charge for coming out of her bank, she stated she had not seen the refund processing back to her bankThe manager asked if the patient would please confirm with her bank.The manager asked if the patient would please confirm with her bank or online if this payment was in fact returned to her accountMs [redacted] agreed to check this further, indicating that she does not get home until after 4:and it would take a couple of days to check into thisMs [redacted] agreed to call the office on Wednesday 10/14/was given both the office number and the cell number of the manager after hours contactThe Director of Acelleron was notified of the patient situation and he offered to not charge the patient due to her inconvenienceTo immediately ease the patient of any undue stress, our office called the patients cell on October 12, after 5:00pm (Due to Hippa) no message was left, again on October 13, our office called a patient after 8:am and at this time a non specific voice message t for patient to please contact our office, explaining there would be No charge to the patient because of the error in processing the transaction, that Acelleron Medical products was adjusting off dollar chargeTo date we have still not received any conformation that the Credit Card refund was issued back to the patient bank account or that the patient understands that Acelleron Medical Products has agreed to not charge the patient for the products receivedOur only concern at this time is to confirm that the patient's bank account was refunded for the and that no additional research is needed on our part to get this money back to her

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I have gone through my records with my bank and have found the refund in question. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  
Regards,
[redacted]

Thank you for informing our office of this complaint, this is a patient of Acelleron Medical products and we certainly take this complaint very seriously as we strive to make the process of receiving a Breast pump as easy and stress free as possible. Our customer service representatives will call...

each patient receiving a Breast Pump prior to shipping the unit to confirm the specific unit that patient has requested. Our typical customer service process is to charge the credit card while on the phone with no patient to confirm that the transaction had processed successfully, than the order is shipped to the patient. A special request to hold the processing of the credit card for a later date is not typical, so when this credit card declined our first attempt is to try this card again to ensure that the credit card #, Expiration date and security # were entered properly, prior to calling the patient. this was attempted on 9/17/2015 at 8:31 am and the card was successfully processed on 9/17/15 at 8:44 am. for reasons unknown, this credit card was "returned" on 9/17/15 at 9:17 am to the same credit card. This is why the patient received a statement for the balance due. Research with the technical support team for our software system informed us that an employee had selected an X in the system thus causing the refund to the patient, the employee was not aware that she created a refund at that time. When the patient called after receiving the statement, her call was returned by a rep who confirmed that payment had been taken but was unable to see that 42 minutes later refunded to the patient as well. This concern was escalated to a manager and the entire process was researched. The manager then contacted the patient to explain the mishap and while the patient confirmed to seeing the charge for 90.00 coming out of her bank, she stated she had not seen the refund processing back to her bank. The manager asked if the patient would please confirm with her bank.The manager asked if the patient would please confirm with her bank or online if this payment was in fact returned to her account. Ms. [redacted] agreed to check this further, indicating that she does not get home until after 4:00 and it would take a couple of days to check into this. Ms. [redacted] agreed to call the office on Wednesday 10/14/2015 was given both the office number and the cell number of the manager after hours contact. The Director of Acelleron was notified of the patient situation and he offered to not charge the patient due to her inconvenience. To immediately ease the patient of any undue stress, our office called the patients cell on October 12, 2015 after 5:00pm (Due to Hippa) no message was left, again on October 13, 2015 our office called a patient after 8:00 am and at this time a non specific voice message t for patient to please contact our office, explaining there would be No charge to the patient because of the error in processing the transaction, that Acelleron Medical products was adjusting off 90.00 dollar charge. To date we have still not received any conformation that the Credit Card refund was issued back to the patient bank account or that the patient understands that Acelleron Medical Products has agreed to not charge the patient for the products received. Our only concern at this time is to confirm that the patient's bank account was refunded for the 90.00 and that no additional research is needed on our part to get this money back to her.