Advanced Waste Systems

Thank you for contacting us regarding concerns brought forth by [redacted] E [redacted] ***(your case ID [redacted] )We are also copying her on this correspondence.The quarterly premium of $for Ms [redacted] ***'s term life contract wasdue on May I, A copy of the billing notice (mailed on April 3, 2016) is enclosedfor your referenceOn May 11, a second billing was sent, showing that thecontract would terminate on June if payment was not received by that date,A copy of this notice is also enclosedThe grace period ended on June 1.2016.I reviewed the recording of the call made by Ms [redacted] to Thrivent's customerservice center on June During that call we explained that her check for$had been received in our office on June 6, after the end of the graceperiodThe contract had lapsed and we were in the process of refunding the money.The service representative asked if she had received our mailing regarding the lapsealld reinstatementMs [redacted] confirmed that she had received itThe servicerepresentative then explained that if she wanted to reactivate the coverage she wouldneed to submit the Application for ReinstatementShe stated that she shouldn'tneed to fill out paperwork because she was a long-time customer and asked that wejust refund the money and cancel her insuranceThe service representative agreed todo soOur records show that our $refund check to Ms [redacted] was cashedand cleared our account on June 16.2016.Please contact me at ###-###-#### Ifyou need any additional information

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** *** ***

Your requests for documentation from Thrivent Financial regarding your eligibility for long-term careinsurance have been escalated to me and Thrivent's legal department.Thrivent Financial cannot provide a statement, written or otherwise, indicating that you are eligible forlong-term care insurance
Under our underwriting guidelines you are not eligible for insurance atThrivent Financial and we cannot provide an opinion on your eligibility for any other carrier's insurance.Further, we cannot represent to another carrier that we would offer you coverage when that is not thecaseHowever, I would again encourage you to apply with another long term care insurance carrier ifyou believe you are insurable.To protect all of Thrivent Financial's members (insureds) and ensure the ability to pay their properclaims when made, Thrivent has underwriting guidelines and assessments to help determine who canand cannot be offered insuranceThe cognitive screen you were administered is one of thoseassessments and is standard practice in the long-term care insurance industryThe specific assessmentthat Thrivent Financial utilizes is used by multiple carriers and has been administered over one milliontimes.As we shared previously, if you disagree with the results of the cognitive screen, you can have aneuropsychological exam performed at your own expense and submit the results of that exam forconsiderationWithout results from a neuropsychological exam, further requests for a reconsiderationof our position will not be productive.In your letter you threaten to share truthful, yet negative comments about Thrivent FinancialI wouldstrongly encourage you to consult with an attorney before you pursue a defamation campaign againstThrivent FinancialPlease be advised that Thrivent Financial will protect its good name to the full extentof the law, including seeking reimbursement for any legal fees incurred

Tell us why here...Our letter of 9/25/was in response to Ms***'s letter of 9/14/15. As noted in that response, unless additional medical information is received, we are unable to review the underwriting decision any further

This
letter is in response to the complaint received in your office regarding
Thrivent Financial’s handling of the death claim for [redacted]. Mr. [redacted]
passed away on July 31, 2015. Mr.
[redacted]’s parents were listed as a beneficiary for a contract owned by him.
Death claim paperwork, signed...

on September 9, 2015, was received at Thrivent’s
Operation Center September 10, 2015. Thrivent, however, did not receive a death
certificate with the claim paperwork. On September 18, 2015, an exception was
granted from our normal business practice to process the claim without a death
certificate.  Our
review found the delay in completing the death claim was as a result of
business requirements not having all been met. After additional review it was
felt an exception could be granted and the claim was immediately paid to Mr.
[redacted]’s beneficiaries. We
realize this is a difficult time for the [redacted] family as they deal with the
loss of their loved one. If you need additional information, please contact me
at ###-###-####; say “directory” and enter extension [redacted].  You may also contact me via e-mail at [redacted].

As I mentioned in my email note, I experienced transmission problems when Iattempted to fax this document to you on July 23, 2015.Enclosed is Thrivent Financial's response to the complaint submitted to your officeby [redacted]; your complaint number [redacted].When the complaint was submitted to...

Thrivent, it was directed to Jacinda Schneiter.Your contact here for complaints should be listed as [redacted]. Her email addressis[redacted].Please contact me if you have any questions or need additional information. I can bereached by mail at the address listed in the letterhead, by fax at ###-###-####, byemail at [redacted] or by telephone at ###-###-####.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]It doesn't really matter where this goes.  My September 12, 2015 letter still stands and I can not say my complaint has been resolved.
Regards,
[redacted]

Thank you for contacting us regarding concerns brought forth by [redacted] E. [redacted](your case ID [redacted]). We are also copying her on this correspondence.The quarterly premium of $90.34 for Ms. [redacted]'s term life contract 4155821 wasdue on May I, 2016. A copy of the billing notice (mailed on April...

3, 2016) is enclosedfor your reference. On May 11, 2016 a second billing was sent, showing that thecontract would terminate on June 1. 2016 if payment was not received by that date,A copy of this notice is also enclosed. The grace period ended on June 1.2016.I reviewed the recording of the call made by Ms. [redacted] to Thrivent's customerservice center on June 9. 2016. During that call we explained that her check for$90.34 had been received in our office on June 6, 2016. after the end of the graceperiod. The contract had lapsed and we were in the process of refunding the money.The service representative asked if she had received our mailing regarding the lapsealld reinstatement. Ms. [redacted] confirmed that she had received it. The servicerepresentative then explained that if she wanted to reactivate the coverage she wouldneed to submit the Application for Reinstatement. She stated that she shouldn'tneed to fill out paperwork because she was a long-time customer and asked that wejust refund the money and cancel her insurance. The service representative agreed todo so. Our records show that our $90.34 refund check to Ms. [redacted] was cashedand cleared our account on June 16.2016.Please contact me at ###-###-#### Ifyou need any additional information.

Dear Mr. [redacted]:
 
The following is in regard to your letter of February 9, 2015, case number [redacted]. We have reviewed all phone interactions with Mr. [redacted], and are providing a chronological history:
 
·         On 1/9/15, Mr. [redacted] contacted...

Thrivent Federal Credit Union to ask that we send him documentation about how our check dispute process works. He said he had recently written a check that had not been cashed but would like to dispute it if it is cashed. A customer service representative informed him that the circumstances around his case would not be eligible to dispute the check.
·         1/13/15: A message was left on Mr. [redacted]’s voicemail informing him the credit union would only be able to take action if an error occurred or if the check was forged or altered. Based on the member’s statement that they want the check returned because they were not happy with services received, per our Membership Account Agreement he was informed he could place a stop payment on the check if the check has not been paid yet.
·         1/19/15: Mr. [redacted] called to request a stop payment be placed on check number [redacted] issued on **/**/** in the amount of $[redacted].** that was payable to [redacted].  At that time Mr. [redacted] was advised that the stop payment would be in effect for 14 days and that we would mailing him paperwork that would be signed and returned to keep the stop payment in effect for 6 months.
Note: This is in accordance with the terms of the membership account agreement Mr. [redacted] received when the account was opened, as well as the Uniform Commercial Code 4-403(b): A stop-payment order is effective for six months, but it lapses after 14 calendar days if the original order was oral and was not confirmed in writing within that period. A stop-payment order may be renewed for additional six-month periods by a record given to the bank within a period during which the stop-payment order is effective.
On 1/19/15, Thrivent Federal Credit Union mailed paperwork to Mr. [redacted] to complete and return with his signature. Thrivent Federal Credit Union did not receive the paperwork, and per the Membership Account Agreement and Uniform Commercial Code 4-403(b), the oral agreement to stop payment was no longer valid after 14 days.
·         2/9/15: Mr. [redacted] called to find out why his check cleared on 2/6/15 when he requested a stop payment.  We advised that we did not receive the signed paperwork back which was a necessary requirement to place the stop-payment order for six months.  A customer service representative advised Mr. [redacted] that she would check with our back office to see if there was still time to reverse the stop payment provided we get the necessary signed form back via fax from him.  When the customer service representative received confirmation from the back office that the suggested solution was not an option the call was made to Mr. [redacted].  When Mr. [redacted] received this news he requested his $25.00 stop payment be refunded.  After reviewing all recorded phone calls around this interaction, as a gesture of goodwill we refunded cost the of the stop payment, and the amount of $25.00 was refunded to member’s account that same day. 
 
In our review of recorded conversations between our customer service representatives and Mr. [redacted], the unreturned paperwork was only mentioned once as a necessary part of the explanation about why the stop payment was not in effect when the check in question was cashed.
 
Thank you for the opportunity to respond. If additional information is needed please contact [redacted] at ###-###-####*