TSYS regerets that the customer is unhappy with their experience with TSYS We confirm that proper procedures were followed to process that disputed transactions and resond to the customer complaint The disputed transaction matter should be closed at this time Again, we apologize for the unhappy client experience
TSYS aplolgizes for the oversight and error in handling this merchant account Below is a summary of the account and reconciliation of the biling error size="2" face="Helv"> March Statement - "MRI - Internet" was billed $April Statement - "MRI - Internet" received a refund of $May Statement - "MRI - Internet" was billed in error $June Statement - "MRI - Internet" was billed in error $July Statement (which will be available the First of August) has a refund of $for months billed in error "MRI - Internet" is set to be closed (merchant accounts are put in a pend status prior to closing to address outstanding questions from card holders)We apologize for the billing errors and confirmed that you will see these refunds on your July Statement and post to your account the first part of August Thanks,
TSYS research on this matter reveals the following: The merchant called TSYS to close account on October for better ratesHowever, the account had activity on October which was a chargeback for $2,Between the chargeback and other fees, this account owed $October month endThe account was debited $on the October month end statement The second account has not had any activity since February The second account was closed about the same time as the one above but we do not have any record of request for back feesOn November 6, the account was closed and a credit was issued for one months feesHowever, the merchant had blocked TSYS from settling the account, so the credit was returned to TSYS We have a record of the merchant calling in and talking to [redacted] [redacted] noted in the comments that the merchant was unhappyThe merchant was put on hold to engage supervisorThe merchant hung up before [redacted] and supervisor re-engaged call Account has been settled and closed appropriately
Friday, January 8,
To Whom
It May Concern:
We received complaint # *** filed with your office by *** ***
concerning the inconvenience that he experienced while attempting to activate
his NetSpend prepaid debit cardHe’s requesting to speak with a manager to
address the poor treatment received from customer service, as well as a refund
for the $that was loaded to his card
On January 4, 2016, Mr*** and his wife purchased a
prepaid NetSpend debit card at a RiteAid retail locationUpon activating the
card, our system required identity verification for security purposesTo help
the Federal Government fight against funding terrorism and money laundering
activities, federal law requires all financial institutions to obtain, verify,
and record information that identifies each person who opens a prepaid debit
card accountWhen our cardholders open a card account, we will ask for
their name, physical street address, date of birth, and other information that
will allow us to reasonably identify them. This information can be found
on the outside of our card packaging
I spoke with Mrand Mrs*** on January 8th,
and was informed that they were trying to purchase a gift card, but mistakenly
picked up the NetSpend cardMrand Mrs*** attempted to activate their card
on January 4th, and advised me of the poor customer service they
receivedI apologized for the inconvenience and assured them that the call
recordings will be reviewed to take the appropriate actionsMrs*** wasn’t
comfortable with providing the additional security verification that was needed
to activate her card, but accepted the option to receive a refund checkI also
reimbursed her for the inconvenience experienced while attempting to use our
productThe check will be delivered to her address on file within business
days
The resolution provided was satisfactory to Mrand Mrs
***They have my contact information if additional assistance is needed
Thank
you,
*** ***
Corporate
Customer Response Manager
NetSpend
A TSYS Company
I worked with TSYS for about years to handle my credit card processingThey got me in the door and then were not helpful after I was locked inI found out that Bank of America Merchant services offered far lower interchange rate, and TSYS had no interest in working with me, even though I was happy to continue working with them if they could lower their rates to a competitive level
After I made the switch to BAM, TSYS noticed that charges stopped coming through (i.ethey weren't earning any commission from me anymore), so they cancelled my account without a single communication and charged a $cancellation fee
Really bad companyOne of my worst experiences working with any company ever
Revdex.com:
I have
reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I have not been contacted by TSYS Their response to the Revdex.com that they will "look into it" is what they have been telling me since April
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowHere are correspondence between TSYS and meThey seem to think that only half the money that they caused me to lose should be paidPlease read the message at the bottom firstThank you for your help
No, I don't understand! Does this mean that merchants are paid only
half of each debit card transaction? Who gets the other half? Does
TSYS keep it? Does the customer (my customer) then pay only half for
the merchandise?
I do understand that that half is coming out of my account
I do understand that because of a mistake made by someone working
for your company my card processor was enabled for debit cards and
even after TSYS was notified that something was wrong with deposits
to our account too much time elapsed and even more money was lost
I do not consider this to be a satisfactory settlement of this
issueSatisfactory will only be total reimbursement
One of the reasons we chose TSYS was the company's reputation as
"One of the most ethical companies in the U.S"Perhaps that issue
should be re-examined
I do, however, recognize and appreciate your efforts and
what you have accomplishedI thank you for that
*** ***
On 12/23/3:PM, ***
wrote:
Our reject report
shows total rejects of
$for debit card Because of how the recon process works
for
debit card, both the authorization and capture transactions
reject to this
report So every transaction has sides thus having items
drive
to the report We only pay merchants off the authorization so
we
paid the merchant 1/the money of $ Merchants are
not paid for the captures
Hope this makes sense
*** *** Account Manager
FNB Tower, 25th Floor
Omaha, NE
402-574-
f 706-644-
*** tsysmerchantsolutions.com/ma/dknaus
From:
*** ***
TSYS Merchant Solutions has had numerous interactions with this complaintant dating back to September 2014. The issue was a result of an equipment change and problems activating the equipment properly. TSYS Merchant Solutions and complaintant agreed to close
account and refund eqipment fees. A credit was issued to the complaintant on April 15, in the amount of $to resolve the customer complaint. TSYS Merchant Solutions considers this issue resolved
The response below is from TSYS Merchant Solutions in reference to this customer complaint. TSYS considers this matter closed. We appologize for this customer's inconvenience
"This is a seasonal account that
was opened 12/4/It was closed for the season on 1/2/as there was processing in DecemberThe new PCI/CCAP fees were inadvertently billed on all of our accounts that were closed seasonal
The complaintant called in on 8/6/14. After explaining the problem to her, she decided to cancel and was asked to send a letter to permanently close the accountHer letter was received 8/12, credit in the amount of $was processed 8/posting to her bank account on or about 8/or 8/and the account was closed 8/23."
Thanks,
TSYS apologizes for this customer's difficulty. The matter has been resolved. Please see response below from TSYS Merchant Solutions
Hi Mr***,
Please accept
our apology for your troubles closing the accountI have confirmed your account is closed and we have also processed a refund in the amount of $These funds will be deposited within 7-business days to the bank account we have on file
Kind Regards,
TSYS Merchant Solutions
Thanks,
TSYS
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Why should the matter be closed when I still have not received any answers or not even so much as a phone call from them?!! Where is my money if the matter was resolved? I have still not received my money back! This company needs to give me a proper responseI need to know exactly when I will receive my money backThis is very unprofessional of any business
Regards,
*** ***
TSYS Merchant Solutions representatives have placed a telephone call to the Complaintant on June 5 to discuss person to person and resolve to the Complaintant's satisfaction.
[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 [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
[redacted] was very helpful and quickly resolved the problem. She assured
us that the employee that caused all the problems
would be retrained and refunded our money plus a little extra for our troubles.
We are very satisfied.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.] The Att Geneal's office in Atlanta, told me TSYS Corporate office was in Omaha. NE Attorney General said the office was in Columbus, GA; and they sent my complaint to the Attorney General's office in the state I live in. This office sent it to the local Seniors vs Crime. I met this am with Seniors vs Crime, a project of the FL Attorney General's office. Sr.s vs Crime believes several things: 1) My 5 months arguing with TSYS is not a good way to conduct business. 2) Where is Corporate TSYS as I have been shuttled all over the country. No one from TSYS has stepped up to assist me, except a women who we think was fired because she was going to TSYS on my behave. 4) I am owed more fees due to TSYS taking Dec 78.96., Jan 62.93 and Feb 59.94fees from account when they knew I did not have a machine. Please note after I started this complaint process and told TSYS, on April 15 , having closed down and out the account in February, TSYS deposited 659.94 (Total 659.94 inc February fees). How did TSYS have access to my account when I sent a fax closing it down. HUmmm. Sr vs Crime will be contacting the local agent and TSYS Corporate for the Dec and Jan fees. This seems to me to be illegal activity. TSYS has not contacted me about any of this. The return of the 659.94 just appeared in the account. No notice, no apology-nothing from the company to me.! My bank is leaving TSYS because of poor consumer relations and their treatment of me. Sr ve Crime. is concerned this might be happening all over the State. They will be contacting the Attorney Generals' office to check into if there is cause under The Consumer Protection Law to further investigate TSYS in the whole state.Regards,
Lorraine M Graves
We have been in contact with this customer on multiple occasions and are making every effort to resolve their issue. In order to complete their request we are in need of an additional document signed from the customer. Once we have...
received the document we will expedite the resolution of their issue.
TSYS research on this matter reveals the following: The merchant called TSYS to close account on October 3 for better rates. However, the account had activity on October 1 which was a chargeback for $2,053.14. Between the...
chargeback and other fees, this account owed $63.94 October month end. The account was debited $63.94 on the October month end statement.
The second account has not had any activity since February 10. The second account was closed about the same time as the one above but we do not have any record of request for back fees. On November 6, the account was closed and a credit was issued for one months fees. However, the merchant had blocked TSYS from settling the account, so the credit was returned to TSYS.
We have a record of the merchant calling in and talking to [redacted]. [redacted] noted in the comments that the merchant was unhappy. The merchant was put on hold to engage supervisor. The merchant hung up before [redacted] and supervisor re-engaged call.
Account has been settled and closed appropriately.
This issue below related to [redacted] has been resolved.
[redacted] is an Epocrates cardholder. This problem resulted from a timing issue with the program ending. Unfortunately, funds were credited back to a CLOSED account.
We re-opened the account and removed the funds during the week of August 11th. Meta Bank advised on August 15th that they received and verified the funds had been removed. Meta issued a check for [redacted] in the August 21st check file. Mr. [redacted] should receive the check this week.
We will follow-up with him later this week to confirm receipt.
Let me know if you have any quesitons.
Thanks.
[redacted]
Director of Compliance & Risk
TSYS Prepaid
We arrived 2 hours early for our Tsawassen to Nanimo sailing because reservations were full. We were wothin the first 10 cars of our lane, so we were fairy sure we would get on, since non-reservation vwhiles are supposed to be loaded on a first come, first served basis . The staff in ticket sales loaded two lanes simultaneously, but when it came time to load, they arbitrarily loaded one of these lanes and left the other behind. The result was that half of the people arriving several hours early were left behind, while half of the people who arrived just before the cutoff were let on. Completely absurd.
TSYS is confirming that [redacted], Account Manager for TSYS Merchant Solutions, has spoken with Mr. [redacted] personally. Mrs. [redacted] has committed to Mr. [redacted] that the proper paperwork is in hand and is being processed as requested.
To Whom It May Concern:
We received complaint # [redacted] filed [redacted] concerning the terms and conditions associated with his SmartOne card.
We have spoken with Mr. [redacted] and provided copy of account agreement by email. The following further explains our response to his complaint....
Our records show that the card was issued in September of 2014. The expiration date of September 2015 was printed on the front of the card.
When Mr. [redacted] contacted us on February 29, 2016 we explained that the card was expired and that the funds were no longer available.
On March 25 we provided Mr. [redacted] with a copy of the cardholder agreement that includes the following statement, on page 1:
“The funds on your Card will not be available after expiration so you should use the funds prior to the “Valid Thru” date on the front
We regret the inconvenience that Mr. [redacted] has experienced. We have provided him with our contact information should he have any additional questions or concerns.
TSYS regerets that the customer is unhappy with their experience with TSYS We confirm that proper procedures were followed to process that disputed transactions and resond to the customer complaint The disputed transaction matter should be closed at this time Again, we apologize for the unhappy client experience
TSYS aplolgizes for the oversight and error in handling this merchant account Below is a summary of the account and reconciliation of the biling error size="2" face="Helv"> March Statement - "MRI - Internet" was billed $April Statement - "MRI - Internet" received a refund of $May Statement - "MRI - Internet" was billed in error $June Statement - "MRI - Internet" was billed in error $July Statement (which will be available the First of August) has a refund of $for months billed in error "MRI - Internet" is set to be closed (merchant accounts are put in a pend status prior to closing to address outstanding questions from card holders)We apologize for the billing errors and confirmed that you will see these refunds on your July Statement and post to your account the first part of August Thanks,
TSYS research on this matter reveals the following: The merchant called TSYS to close account on October for better ratesHowever, the account had activity on October which was a chargeback for $2,Between the chargeback and other fees, this account owed $October month endThe account was debited $on the October month end statement The second account has not had any activity since February The second account was closed about the same time as the one above but we do not have any record of request for back feesOn November 6, the account was closed and a credit was issued for one months feesHowever, the merchant had blocked TSYS from settling the account, so the credit was returned to TSYS We have a record of the merchant calling in and talking to [redacted] [redacted] noted in the comments that the merchant was unhappyThe merchant was put on hold to engage supervisorThe merchant hung up before [redacted] and supervisor re-engaged call Account has been settled and closed appropriately
Friday, January 8,
To Whom
It May Concern:
We received complaint # *** filed with your office by *** ***
concerning the inconvenience that he experienced while attempting to activate
his NetSpend prepaid debit cardHe’s requesting to speak with a manager to
address the poor treatment received from customer service, as well as a refund
for the $that was loaded to his card
On January 4, 2016, Mr*** and his wife purchased a
prepaid NetSpend debit card at a RiteAid retail locationUpon activating the
card, our system required identity verification for security purposesTo help
the Federal Government fight against funding terrorism and money laundering
activities, federal law requires all financial institutions to obtain, verify,
and record information that identifies each person who opens a prepaid debit
card accountWhen our cardholders open a card account, we will ask for
their name, physical street address, date of birth, and other information that
will allow us to reasonably identify them. This information can be found
on the outside of our card packaging
I spoke with Mrand Mrs*** on January 8th,
and was informed that they were trying to purchase a gift card, but mistakenly
picked up the NetSpend cardMrand Mrs*** attempted to activate their card
on January 4th, and advised me of the poor customer service they
receivedI apologized for the inconvenience and assured them that the call
recordings will be reviewed to take the appropriate actionsMrs*** wasn’t
comfortable with providing the additional security verification that was needed
to activate her card, but accepted the option to receive a refund checkI also
reimbursed her for the inconvenience experienced while attempting to use our
productThe check will be delivered to her address on file within business
days
The resolution provided was satisfactory to Mrand Mrs
***They have my contact information if additional assistance is needed
Thank
you,
*** ***
Corporate
Customer Response Manager
NetSpend
A TSYS Company
I worked with TSYS for about years to handle my credit card processingThey got me in the door and then were not helpful after I was locked inI found out that Bank of America Merchant services offered far lower interchange rate, and TSYS had no interest in working with me, even though I was happy to continue working with them if they could lower their rates to a competitive level
After I made the switch to BAM, TSYS noticed that charges stopped coming through (i.ethey weren't earning any commission from me anymore), so they cancelled my account without a single communication and charged a $cancellation fee
Really bad companyOne of my worst experiences working with any company ever
Revdex.com:
I have
reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I have not been contacted by TSYS Their response to the Revdex.com that they will "look into it" is what they have been telling me since April
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowHere are correspondence between TSYS and meThey seem to think that only half the money that they caused me to lose should be paidPlease read the message at the bottom firstThank you for your help
No, I don't understand! Does this mean that merchants are paid only
half of each debit card transaction? Who gets the other half? Does
TSYS keep it? Does the customer (my customer) then pay only half for
the merchandise?
I do understand that that half is coming out of my account
I do understand that because of a mistake made by someone working
for your company my card processor was enabled for debit cards and
even after TSYS was notified that something was wrong with deposits
to our account too much time elapsed and even more money was lost
I do not consider this to be a satisfactory settlement of this
issueSatisfactory will only be total reimbursement
One of the reasons we chose TSYS was the company's reputation as
"One of the most ethical companies in the U.S"Perhaps that issue
should be re-examined
I do, however, recognize and appreciate your efforts and
what you have accomplishedI thank you for that
*** ***
On 12/23/3:PM, ***
wrote:
Our reject report
shows total rejects of
$for debit card Because of how the recon process works
for
debit card, both the authorization and capture transactions
reject to this
report So every transaction has sides thus having items
drive
to the report We only pay merchants off the authorization so
we
paid the merchant 1/the money of $ Merchants are
not paid for the captures
Hope this makes sense
*** *** Account Manager
FNB Tower, 25th Floor
Omaha, NE
402-574-
f 706-644-
*** tsysmerchantsolutions.com/ma/dknaus
From:
*** ***
TSYS Merchant Solutions has had numerous interactions with this complaintant dating back to September 2014. The issue was a result of an equipment change and problems activating the equipment properly. TSYS Merchant Solutions and complaintant agreed to close
account and refund eqipment fees. A credit was issued to the complaintant on April 15, in the amount of $to resolve the customer complaint. TSYS Merchant Solutions considers this issue resolved
The response below is from TSYS Merchant Solutions in reference to this customer complaint. TSYS considers this matter closed. We appologize for this customer's inconvenience
"This is a seasonal account that
was opened 12/4/It was closed for the season on 1/2/as there was processing in DecemberThe new PCI/CCAP fees were inadvertently billed on all of our accounts that were closed seasonal
The complaintant called in on 8/6/14. After explaining the problem to her, she decided to cancel and was asked to send a letter to permanently close the accountHer letter was received 8/12, credit in the amount of $was processed 8/posting to her bank account on or about 8/or 8/and the account was closed 8/23."
Thanks,
TSYS apologizes for this customer's difficulty. The matter has been resolved. Please see response below from TSYS Merchant Solutions
Hi Mr***,
Please accept
our apology for your troubles closing the accountI have confirmed your account is closed and we have also processed a refund in the amount of $These funds will be deposited within 7-business days to the bank account we have on file
Kind Regards,
TSYS Merchant Solutions
Thanks,
TSYS
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Why should the matter be closed when I still have not received any answers or not even so much as a phone call from them?!! Where is my money if the matter was resolved? I have still not received my money back! This company needs to give me a proper responseI need to know exactly when I will receive my money backThis is very unprofessional of any business
Regards,
*** ***
TSYS Merchant Solutions representatives have placed a telephone call to the Complaintant on June 5 to discuss person to person and resolve to the Complaintant's satisfaction.
[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 [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
[redacted] was very helpful and quickly resolved the problem. She assured
us that the employee that caused all the problems
would be retrained and refunded our money plus a little extra for our troubles.
We are very satisfied.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.] The Att Geneal's office in Atlanta, told me TSYS Corporate office was in Omaha. NE Attorney General said the office was in Columbus, GA; and they sent my complaint to the Attorney General's office in the state I live in. This office sent it to the local Seniors vs Crime. I met this am with Seniors vs Crime, a project of the FL Attorney General's office. Sr.s vs Crime believes several things: 1) My 5 months arguing with TSYS is not a good way to conduct business. 2) Where is Corporate TSYS as I have been shuttled all over the country. No one from TSYS has stepped up to assist me, except a women who we think was fired because she was going to TSYS on my behave. 4) I am owed more fees due to TSYS taking Dec 78.96., Jan 62.93 and Feb 59.94fees from account when they knew I did not have a machine. Please note after I started this complaint process and told TSYS, on April 15 , having closed down and out the account in February, TSYS deposited 659.94 (Total 659.94 inc February fees). How did TSYS have access to my account when I sent a fax closing it down. HUmmm. Sr vs Crime will be contacting the local agent and TSYS Corporate for the Dec and Jan fees. This seems to me to be illegal activity. TSYS has not contacted me about any of this. The return of the 659.94 just appeared in the account. No notice, no apology-nothing from the company to me.! My bank is leaving TSYS because of poor consumer relations and their treatment of me. Sr ve Crime. is concerned this might be happening all over the State. They will be contacting the Attorney Generals' office to check into if there is cause under The Consumer Protection Law to further investigate TSYS in the whole state.Regards,
Lorraine M Graves
We have been in contact with this customer on multiple occasions and are making every effort to resolve their issue. In order to complete their request we are in need of an additional document signed from the customer. Once we have...
received the document we will expedite the resolution of their issue.
TSYS research on this matter reveals the following: The merchant called TSYS to close account on October 3 for better rates. However, the account had activity on October 1 which was a chargeback for $2,053.14. Between the...
chargeback and other fees, this account owed $63.94 October month end. The account was debited $63.94 on the October month end statement.
The second account has not had any activity since February 10. The second account was closed about the same time as the one above but we do not have any record of request for back fees. On November 6, the account was closed and a credit was issued for one months fees. However, the merchant had blocked TSYS from settling the account, so the credit was returned to TSYS.
We have a record of the merchant calling in and talking to [redacted]. [redacted] noted in the comments that the merchant was unhappy. The merchant was put on hold to engage supervisor. The merchant hung up before [redacted] and supervisor re-engaged call.
Account has been settled and closed appropriately.
This issue below related to [redacted] has been resolved.
[redacted] is an Epocrates cardholder. This problem resulted from a timing issue with the program ending. Unfortunately, funds were credited back to a CLOSED account.
We re-opened the account and removed the funds during the week of August 11th. Meta Bank advised on August 15th that they received and verified the funds had been removed. Meta issued a check for [redacted] in the August 21st check file. Mr. [redacted] should receive the check this week.
We will follow-up with him later this week to confirm receipt.
Let me know if you have any quesitons.
Thanks.
[redacted]
Director of Compliance & Risk
TSYS Prepaid
We arrived 2 hours early for our Tsawassen to Nanimo sailing because reservations were full. We were wothin the first 10 cars of our lane, so we were fairy sure we would get on, since non-reservation vwhiles are supposed to be loaded on a first come, first served basis . The staff in ticket sales loaded two lanes simultaneously, but when it came time to load, they arbitrarily loaded one of these lanes and left the other behind. The result was that half of the people arriving several hours early were left behind, while half of the people who arrived just before the cutoff were let on. Completely absurd.
TSYS is confirming that [redacted], Account Manager for TSYS Merchant Solutions, has spoken with Mr. [redacted] personally. Mrs. [redacted] has committed to Mr. [redacted] that the proper paperwork is in hand and is being processed as requested.
To Whom It May Concern:
We received complaint # [redacted] filed [redacted] concerning the terms and conditions associated with his SmartOne card.
We have spoken with Mr. [redacted] and provided copy of account agreement by email. The following further explains our response to his complaint....
Our records show that the card was issued in September of 2014. The expiration date of September 2015 was printed on the front of the card.
When Mr. [redacted] contacted us on February 29, 2016 we explained that the card was expired and that the funds were no longer available.
On March 25 we provided Mr. [redacted] with a copy of the cardholder agreement that includes the following statement, on page 1:
“The funds on your Card will not be available after expiration so you should use the funds prior to the “Valid Thru” date on the front
We regret the inconvenience that Mr. [redacted] has experienced. We have provided him with our contact information should he have any additional questions or concerns.