ChiroHealthUSA

ChiroHealthUSA is a provider network for a discount medical plan organization.  Patients join ChiroHealthUSA in their participating provider’s offices.  Below is a detail of [redacted]’s membership.  As you will see, ChiroHealthUSA promptly issued a Reverse ACH credit to Mr....

[redacted]’s checking account on the day it was requested.  Our transactions are all processed electronically using a credit card processor or, if paying by check, an ACH processor.  Mr. [redacted] paid for his membership via electronic check.  Per VeriCheck, our ACH processor, it takes 4 business days to process a Reverse ACH credit transaction.  The refund was issued on Friday, 12/2/2016.  Our system batches out at midnight.  Therefore, 4 business days would have been Thursday, 12/8/2016. We pride ourselves on customer satisfaction. This is the first consumer complaint filed against ChiroHealthUSA since we began operating in 2008.  It is ChiroHealthUSA’s position that this complaint was inappropriately filed because a complete and full refund was issued on the day it was requested.  Below is a chronological detail of events and attached are copies of the emails and refund transaction. 11/23/2016 - Wednesday Mr. [redacted] joined ChiroHealthUSA at Compass Chiropractic & Wellness. 12/2/2016 - Friday Compass Chiropractic & Wellness submitted a patient information change request informing us that they accidentally signed him up for the $89 PLUS program instead of the $49 program. (SEE EXHIBIT 1) The membership was corrected and an electronic refund was issued for $40 on same day, 12/2/2016.  (SEE EXHIBIT 2) 12/5/2017 - Monday ChiroHealthUSA’s switchboard received a voice message from Mr. [redacted] after business hours that he had not received his refund. 12/6/2017 – Tuesday [redacted] in our business department returned Mr. [redacted]’s call and informed him that a refund had been issued on 12/2/2016, the day the refund was requested.  She explained that it can take 3 to 5 business days for a credit transaction to process.  Mr. [redacted] began yelling and Ms. [redacted] requested that he please calm down and stop yelling so that she could assist him.  He continued to yell and became verbally abusive, cursing at Ms. [redacted] at which time she ended the call.  ChiroHealthUSA records all phone calls for quality assurance or training purposes and we do have a recording of this call.  In Mississippi, an individual has the right to record or disclose the contents of an oral, telephonic, or other communication that they are a party to. In Wisconsin, it is not unlawful for an individual who is a party in an electronic communication, to record and or disclose the content of said communication unless the person is doing so for the purpose of committing a tortious or criminal act. 12/7/2017 – Wednesday [redacted] emailed Mr. [redacted] a copy of the refund transaction and explained that it can take 3 to 5 business days for an electronic checking account transaction to process. Mr. [redacted] replied to email. (SEE EXHIBIT 3) 12/8/2017 – Thursday [redacted] placed a call to VeriCheck, ChiroHealthUSA’s ACH processor.  Their representative emailed verification of the transaction. (SEE EXHIBIT 4) [redacted] emailed Mr. [redacted] informing him that she spoke with the checking account processor and was informed that the transaction would clear at midnight. Mr. [redacted] replied to Ms. [redacted]. (SEE EXHIBIT 5)