Heritage Education Funds Inc

This situation arose primarily due to confusion on the terms of the sales agreement and the issue was compounded by the fact that the original sales representative had left the industry and therefore did not respond appropriately to the customers concernsThe customer then took their refund request
to a CSR (customer service representative at Heritage home office), who provided clarification on the rules of the sales agreement
Upon review of the all the pertinent documentation relating to this sales agreement, it's obvious that Heritage's CSR provided the proper information and acted appropriately when they informed the customer that no refund was due as the customer's request was made well beyond the prescribed free termination periodBy the time our Alberta representatives were aware of the issue, it had elevated to a level of significant frustration to the customersWe immediately initiated attempts to make contact with the customer to no avail
When we were finally able to make contact with the customer, it became evident that there was significant reason to believe that they did not fully understand the details of the sales agreementThey also shared that with the new baby in the home, they did not have time to fully review the agreement within the first days after enrolment, which would have provided them with the opportunity for a full refundBeing as this was further complicated by the resignation of the sales representative, though Heritage is fully within their rights to refuse a refund of the sales charges, this is an exceptional caseSupported by a formal request for a full refund by the local Alberta management, Heritage agreed and a special case and issue a full refund
We have notified the customer who was appreciative of our efforts on her behalfWe consider this matter resolved