Insurance Agencies, Inc.

Hi ***, I initially spoke to Mr*** on March 31, He wanted to cancel his membership due to medical issues Mr***’s membership allowed for a medical freeze and I thoroughly explained and provided him with paperwork showing we would not bill his credit card for April, May
and June At that time, I also indicate that his billing would begin again on July 1, We allow for membership freezing as a cost saving effort to avoid new enrollment fees if he would have cancelled at that time and wanted to return to membership at a later date In fact, many members take advantage of this benefit It is not done to trick or retain members. Additionally, it is indicated on our agreement and reviewed at the point of sale that Mr***’s membership can be frozen and upon completion of the freeze billing does begin. Upon realization of the dues charge to his account Mr*** came to the facility to inquire about the charge He was told that he could not receive a refund because the billing had occurredAt this time, Mr*** completed cancellation paperwork. Upon review of his cancel, I saw that the reason for cancelling was medicalI realized that he was billed for July and I immediately called him and told him that I could refund his July payment if he could provide a medical note.During the course of our conversation, I explained that there would be no problem to refund his July monthly dues I clarified a new employee had processed the cancellation paperwork and Chris was unaware that with a medical note it would not be a problem to refund him the duesMr*** appeared pleased with the fact that it would not be a problem to refund him Our goal is not to trick our members and to assure we always provide a high level of customer service and satisfaction. Best Regards, Mary P. Mary P***Membership Administrator*** *** ***
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