October 9, 2017Dear [redacted] ;BeneCard takes member complaints very seriouslyWe initiated an immediate investigation in this issueAs part of our investigation we have reviewed all calls and notes related to [redacted] 's account [redacted] was instructed during calls with our Member Service Representatives to submit to BeneCard the documentation supporting her claim for reimbursement.We have searched our offices and databases and we can find no evidence of the necessary documentationWe have not been able to identify any indication that the requested documentation was mailed or faxed to BeneCard.Outreach was made to [redacted] in an attempt to obtain the necessary informationWe will continue to make outreach to [redacted] until we can speak with herUnfortunately until we receive her documentation as proof of payment, we are unable to process her claims for reimbursementWhen this issue is resolved by our company, we will notify your office.If there are additional questions or concerns, please contact me at ###-###-####,Sincerely,Jamie NSenior Director, Project Management Office & Quality Management Corporate Privacy Officer
November 2, 2017Dear [redacted] ;BeneCard received the necessary paperwork for the Direct Member Reimbursement from the member on October 13, 2017. The refund was processed and a check for $2,379.98 will be sent to the member within the next two weeks.On October 27, 2017, a Supervisor in our Call Center spoke with the member concerning this Issue. The member was informed that her Direct Member Reimbursement was processed and her check should be sent in early November.Concerning the member's secondary complaint of BeneCard blaming her for not providing the documentation; that was not our intention at all. BeneCard takes full responsibility for misplacing and not properly processing the documentation. We did notify the member and we apologized for any issues this caused.The Call Center Supervisor did e-mail the member on October 9,2017 with the requested form. On October 12, 2017, the member spoke with the Supervisor and Indicated that she had not received the form from BeneCard PBF. The Supervisor suggested that she check her junk e-mail, The member verified by phone and e-mall, that she did find the form in her junk e-mail box.We will verify the member has received her check once it has been mailed.If there are additional questions or concerns, please contact me at ###-###-####.Sincerely,Jamie N.Senior Director, Project Management Office & Quality Management Corporate Privacy Officer
October 9, 2017Dear [redacted] ;BeneCard takes member complaints very seriouslyWe initiated an immediate investigation in this issueAs part of our investigation we have reviewed all calls and notes related to [redacted] 's account [redacted] was instructed during calls with our Member Service Representatives to submit to BeneCard the documentation supporting her claim for reimbursement.We have searched our offices and databases and we can find no evidence of the necessary documentationWe have not been able to identify any indication that the requested documentation was mailed or faxed to BeneCard.Outreach was made to [redacted] in an attempt to obtain the necessary informationWe will continue to make outreach to [redacted] until we can speak with herUnfortunately until we receive her documentation as proof of payment, we are unable to process her claims for reimbursementWhen this issue is resolved by our company, we will notify your office.If there are additional questions or concerns, please contact me at ###-###-####,Sincerely,Jamie NSenior Director, Project Management Office & Quality Management Corporate Privacy Officer
November 2, 2017Dear [redacted] ;BeneCard received the necessary paperwork for the Direct Member Reimbursement from the member on October 13, 2017. The refund was processed and a check for $2,379.98 will be sent to the member within the next two weeks.On October 27, 2017, a Supervisor in our Call Center spoke with the member concerning this Issue. The member was informed that her Direct Member Reimbursement was processed and her check should be sent in early November.Concerning the member's secondary complaint of BeneCard blaming her for not providing the documentation; that was not our intention at all. BeneCard takes full responsibility for misplacing and not properly processing the documentation. We did notify the member and we apologized for any issues this caused.The Call Center Supervisor did e-mail the member on October 9,2017 with the requested form. On October 12, 2017, the member spoke with the Supervisor and Indicated that she had not received the form from BeneCard PBF. The Supervisor suggested that she check her junk e-mail, The member verified by phone and e-mall, that she did find the form in her junk e-mail box.We will verify the member has received her check once it has been mailed.If there are additional questions or concerns, please contact me at ###-###-####.Sincerely,Jamie N.Senior Director, Project Management Office & Quality Management Corporate Privacy Officer