Innovare Patient Relationship Management, LLC

The patient is correct. She did authorize a $10.00/month payment plan and then called back and asked for it to be cancelled. I attempted to cancel it, but did not do it correctly and another payment was processed. I was notified of it by the patient and immediately initiated a refund to her card...

through our payment processor. It immediately generated a receipt verifying that the refund had been requested by me on behalf of Innovare, and while the customer was still on the phone I emailed it to her for her review. She told me she didn't have access to her email at the time, but that it was acceptable. I have attached a copy of the refund confirmation. the original payment was made on 5/30/2018 and the refund was initiated on 6/1/2018. The patient called our compnay back the next business day yelling at my agents, and eventually yelling at me and accusing me of stealing from her for an honest mistake of improperly cancelling her payment plan. I informed her that we had requested the payment be returned to the customer, but that I was not in control of the entire process and couldn't validate what her banks process for returning it back to her account. Again she made accusations and yelled at me and my staff people. I spoke with her several times and resent a copy of the refund confirmation, but that wasn't acceptable, and nothing that I told her was acceptable. Because I couldn't control the amount of time it took for her payment to make it back to her account I went to my bank and printed a cashier check and spent $24.75 to over night (2 day was the fastest way available for her location) her $10.00 back to her. I completely accepted her vitriol for my failure to get her payment plan cancelled correctly the first time, but it was an honest mistake and I have done all that I can to expedite her remedy including overnighting her a physical cashiers check. Copies of the overnight receipt, the cashiers check stub, and the credit card confirmation are attached. We have been in business since 2014 and have never had a Revdex.com complaint to my knowledge. There is no incentive for us to not refund her money and I don't know how else to prove to her that we have refunded her money.