Thank you allowing us to review the concerns of Ms. [redacted].On behalf of our company, I wish to extend a sincere apology to Ms. [redacted] for the events described whenshe attempted to make a payment. This does not represent the level of service our customers should expectand rightfully deserve.I...
have confirmed that we did receive Ms. [redacted]’s payment in June; however, as she stated, the paymentwas not correctly applied to the policy resulting in a lapse in coverage.When Ms. [redacted]’s submitted a second payment to reinstate her policy, a reinstatement fee of $25.00 plus afee of $8.00 for a credit card payment, was included in the premium.We have since reinstated the policy without a lapse and returned $258.50 representing the overpayment, whichMs. [redacted] indicated she received.In addition, we are processing a refund for $33.00 to reimburse Ms. [redacted] the fees associated with herpayment to reinstate the coverage.We greatly appreciate Ms. [redacted] bringing this matter to our attention. As a loyal customer for over tenyears, we value her business.Please contact me if you have any further questions or concerns.Sincerely,[redacted] API, AIS, ALMI, ACSResolution Case ManagerLaw DivisionThe Horace Mann CompaniesToll Free: ###-###-####, ext. [redacted]Email: [redacted]
I have spoken with the complaintant several times to advise that the IRS does have her son's and her tax return and they have processed it. We explained the delay to them which was still in a very timely matter. The taxes were filed on 4/15/2015 and they cashed their check from the IRS...
on 6/23/2015 which is still within the normal time frame. Ms. [redacted] actually owes the IRS $25 dollars and she will need to contact them. This has all been explained to her in detail from the inception of the tax return and I am very surprised this complaint has been made. We have been certainly timely, dependable, honest, inexpensive, and efficient. I am very sorry that she feels this way. On 6-17 she called 3 times to my cell phone and that I did not get back to her that same day. She contacted my office and spoke with [redacted] that same day and [redacted] (my secretary has always spoken with her) As soon as I came back in town I assured her that her refund was sent. She received her refund on 6/23 this information is attached. She has already gotten her check from the IRS.
I just spoke to her and now she says the amount is less than quoted. That is not what shows on the IRS website so I am doing further investigation to help her with her concern. I will advise later today the outcome. However, ALL tax preparations have been complete and ALL services have been rendered.
Thank you,
[redacted]
864-[redacted]
Thank you allowing us to review the concerns of Ms. [redacted].On behalf of our company, I wish to extend a sincere apology to Ms. [redacted] for the events described whenshe attempted to make a payment. This does not represent the level of service our customers should expectand rightfully deserve.I...
have confirmed that we did receive Ms. [redacted]’s payment in June; however, as she stated, the paymentwas not correctly applied to the policy resulting in a lapse in coverage.When Ms. [redacted]’s submitted a second payment to reinstate her policy, a reinstatement fee of $25.00 plus afee of $8.00 for a credit card payment, was included in the premium.We have since reinstated the policy without a lapse and returned $258.50 representing the overpayment, whichMs. [redacted] indicated she received.In addition, we are processing a refund for $33.00 to reimburse Ms. [redacted] the fees associated with herpayment to reinstate the coverage.We greatly appreciate Ms. [redacted] bringing this matter to our attention. As a loyal customer for over tenyears, we value her business.Please contact me if you have any further questions or concerns.Sincerely,[redacted] API, AIS, ALMI, ACSResolution Case ManagerLaw DivisionThe Horace Mann CompaniesToll Free: ###-###-####, ext. [redacted]Email: [redacted]
I have spoken with the complaintant several times to advise that the IRS does have her son's and her tax return and they have processed it. We explained the delay to them which was still in a very timely matter. The taxes were filed on 4/15/2015 and they cashed their check from the IRS...
on 6/23/2015 which is still within the normal time frame. Ms. [redacted] actually owes the IRS $25 dollars and she will need to contact them. This has all been explained to her in detail from the inception of the tax return and I am very surprised this complaint has been made. We have been certainly timely, dependable, honest, inexpensive, and efficient. I am very sorry that she feels this way. On 6-17 she called 3 times to my cell phone and that I did not get back to her that same day. She contacted my office and spoke with [redacted] that same day and [redacted] (my secretary has always spoken with her) As soon as I came back in town I assured her that her refund was sent. She received her refund on 6/23 this information is attached. She has already gotten her check from the IRS.
I just spoke to her and now she says the amount is less than quoted. That is not what shows on the IRS website so I am doing further investigation to help her with her concern. I will advise later today the outcome. However, ALL tax preparations have been complete and ALL services have been rendered.
Thank you,
[redacted]
864-[redacted]