LifebankUSA

When I agreed to bank my child's cord blood, it was explained to me that I would pay until my child reached 18 years old and then I would be done paying forever. Now that my child has reached 18, Lifebank wants me or my child to continue to pay. That is not what I agreed to and I feel like they changed the terms of the agreement without ever notifying me. Shame on you Lifebank!

A review of our records reveals our first contact with you was on February 12, when you called us to enroll in our cord blood banking program for the upcoming birth of your babyUpon enrolling in our program, you elected to pay the collection and processing fee in twelve monthly payments of $after your child’s birth, and you chose our annual storage option of $per year for yearsWe received regular payment from you until June of when we received your storage fee of $(check # ***). The outstanding balance on your account of $represents unpaid storage for through 2014, inclusive
Should you wish to cancel the service, please complete the attached Termination Notice to prevent future storage fees from accruing on your accountPlease note however that, per your signed Participation Agreement, storage fees for through will remain due as services have been renderedIf you return the original, completed, notarized termination notice to our office within days, we will waive the storage fee, making the past due amount $If we do not receive the completed termination notice within days, the full $will be due
If you are unable to pay the past due balance in one payment, contact our office at *** and we will assist with creating a payment planThank you for your attention to this matterWe look forward to hearing from you

A review of our records reveals our first contact with you was on February 12, when you called us to enroll in our cord blood banking program for the upcoming birth of your babyUpon enrolling in our program, you elected to pay the collection and processing fee in twelve monthly payments of
$after your child’s birth, and you chose our annual storage option of $per year for yearsWe received regular payment from you until June of when we received your storage fee of $(check # ***). The outstanding balance on your account of $represents unpaid storage for through 2014, inclusive
Should you wish to cancel the service, please complete the attached Termination Notice to prevent future storage fees from accruing on your accountPlease note however that, per your signed Participation Agreement, storage fees for through will remain due as services have been renderedIf you return the original, completed, notarized termination notice to our office within days, we will waive the storage fee, making the past due amount $If we do not receive the completed termination notice within days, the full $will be due
If you are unable to pay the past due balance in one payment, contact our office at *** and we will assist with creating a payment planThank you for your attention to this matterWe look forward to hearing from you

Review: Lifebank USA solicited me through chriopratic care during my pregnancy and is now harassing me 10 years lated for payment for a service I am not using . I was vulnerable and solicted in that I was an older mother pregnant with an only child and thus preyed upon for an intangible product and serivce .Desired Settlement: I do not wish to be contacted any further for this fraudulent practice which I never have utilized nor have any need nor desire to utlize .

Business

Response:

A review of our records reveals our first contact with you was on February 12, 2004 when you called us to enroll in our cord blood banking program for the upcoming birth of your baby. Upon enrolling in our program, you elected to pay the collection and processing fee in twelve monthly payments of $123.00 after your child’s birth, and you chose our annual storage option of $95.00 per year for 18 years. We received regular payment from you until June of 2008 when we received your storage fee of $95.00 (check # [redacted]). The outstanding balance on your account of $570.00 represents unpaid storage for 2009 through 2014, inclusive.

Should you wish to cancel the service, please complete the attached Termination Notice to prevent future storage fees from accruing on your account. Please note however that, per your signed Participation Agreement, storage fees for 2009 through 2103 will remain due as services have been rendered. If you return the original, completed, notarized termination notice to our office within 30 days, we will waive the 2014 storage fee, making the past due amount $475.00. If we do not receive the completed termination notice within 30 days, the full $570.00 will be due.

If you are unable to pay the past due balance in one payment, contact our office at [redacted] and we will assist with creating a payment plan. Thank you for your attention to this matter. We look forward to hearing from you.

Business

Response:

A review of our records reveals our first contact with you was on February 12, 2004 when you called us to enroll in our cord blood banking program for the upcoming birth of your baby. Upon enrolling in our program, you elected to pay the collection and processing fee in twelve monthly payments of $123.00 after your child’s birth, and you chose our annual storage option of $95.00 per year for 18 years. We received regular payment from you until June of 2008 when we received your storage fee of $95.00 (check # [redacted]). The outstanding balance on your account of $570.00 represents unpaid storage for 2009 through 2014, inclusive.

Should you wish to cancel the service, please complete the attached Termination Notice to prevent future storage fees from accruing on your account. Please note however that, per your signed Participation Agreement, storage fees for 2009 through 2103 will remain due as services have been rendered. If you return the original, completed, notarized termination notice to our office within 30 days, we will waive the 2014 storage fee, making the past due amount $475.00. If we do not receive the completed termination notice within 30 days, the full $570.00 will be due.

If you are unable to pay the past due balance in one payment, contact our office at [redacted] and we will assist with creating a payment plan. Thank you for your attention to this matter. We look forward to hearing from you.

Review: In December of 2006 I participated in blood cord collection. At the time of delivery my doctor followed collection procedures and I paid for the service. As the yearly billing occurred I paid my bills. After 2 years of bills I never received an invoice. I never followed through because I assumed when a bill was due they would mail me an invoice, but never did and honestly I forgot about it. This company has my phone number, my cell phone number, my home address and my e-mail address. In August 2013 I receive a phone call from a collection agency on behalf of this company (which proves they had the correct number all along) claiming I owe for 4 years of storage. When asked why I never received an invoice or phone call the woman told me she does not have time to call every customer that is late. To this I responded that this is poor accounting practices and I should not be a victim to this. I proceeded to ask why I never received a bill or even an e-mail she said they have returned mail from an address I never lived at. I asked for a phone call back and received one 2 weeks later. If I would have received timely invoices I would have paid them or followed necessary procedures to terminate my account. I feel I wasn't billed properly or given the proper opportunity to pay. My phone call from August 28th should be recorded by the company, as per the computerized warning that this call may be monitored or recorded. I understand I signed a contract in 2006, but Lifebank is responsible for proper billing and invoicing on a timely basis.Desired Settlement: I would like Lifebank to own up to it's poor unfair accounting practices. Drop storage charges and terminate my account. Please stop constant phone calls where nothing gets resolved.

Business

Response:

[redacted]

[redacted]

[redacted], [redacted]

Re: [redacted] ([redacted])

Dear [redacted]:

The Revdex.com of New Jersey has forwarded your complaint to my attention for reply.

Upon enrolling in our cord blood banking program in 2006, you elected to pay the collection and processing fee in a one-time payment of $1,275.00 after your child’s birth, and you chose our annual storage option of $115.00 per year for 18 years. The outstanding balance on your account of $460.00 represents unpaid storage for 2009 through 2012 inclusive. As noted in my email to you on August 30, 2013, and per your signed LifebankUSA Single Birth Participation Agreement, this outstanding amount remains due as services have been rendered.

I understand from your conversations with us, and from your complaint, that you wish to terminate your account. We sent you the appropriate paperwork to do so on September 6, 2013. [redacted] tracking shows the package was delivered to your address on September 11, 2013 and was signed for by “ [redacted]”. The termination notice must be executed in order to fulfill your request to discontinue storage of stem cell collection [redacted]. Please note that the termination form must be signed in the presence of a notary public by both authorized decision makers on the account. This requirement is intended to protect our clients as it provides assurance that the person/persons requesting cancellation of the service have the legal right to do so. Feel free to contact our office should you need the termination paperwork resent to you. Additionally, please note that your next storage payment of $115.00 will be invoiced in November 2013. Our receipt of your fully executed termination notice prior to November will ensure this and future storage charges will not accrue on your account.

Remit payment for the past due balance in the amount of $460.00, and send the original of your completed termination notice to my attention at: LifebankUSA, [redacted]. [redacted], [redacted]. Retain a copy of the termination notice for your records. As mentioned in my email to you, if you are unable to pay the full past due balance, contact our office at [redacted] and we will assist with creating a payment plan for this past due amount.

We look forward to hearing from you.

Sincerely,

Review: LifebankUSA has stored the stem cells of our 3 children from birth. My wife and I owe an annual storage fee to them for the first 18 years of storage for each child. For this annual payment we were on auto pay with our banking institution. This is, up until LifebankUSA double dipped one month on one of the payments. The payment was $250.00 and this nearly caused an overdraft issue because of the 'extra' $250.00 debit to our account. So, after this happened we lost trust in LifebankUSA's billing department. I contacted LifebankUSA right away and told them I wanted out of the auto pay system and that I wanted to go back to receiving statements in the mail and paying with a check. [redacted], our focal and LifebankUSA representative said, 'no problem, we'll take care of that for you'. She also apologized for the bank draft error.

All of this happened 29 months ago. Since that time, I have not received one paper statement without me calling and asking them for it so I could make a payment. This is bothersome and not good business practice. Just send me bill so I can make a payment and have a statement for my records.

Can you please help me get LifebankUSA to send my annual statements with a return envelope to me in the mail? I'm tired of having to call them for each child, each year, to ask for a statement of account to keep for my records and to provide me a means to make a payment.

I have no idea why this is so difficult for them. My wife and I paid via check each year when the statements came for my first two children. Then, when our third child was born we set up auto payment for all three of their accounts. However, now that we don't trust their billing department, we want out of the electronic payment method and back on paper billing.

Thank You,

[redacted] SC. 29483

formerly:

[redacted] KS. 67002

(NOTE: We moved 2 months ago and at that time updated our address with LifebankUSA, still no bilDesired Settlement: Please send me the annual statement for each of my childrens accounts at least 25 days prior to it's due date. I should have an annual payment for my son [redacted] due each March, [redacted] each June, and [redacted] each July. Please submit the annual statements in an envelope to my home address ([redacted] SC. 29483) with a return envelope so I may submit my payment.

Since before our childrens births we lived at [redacted] KS. 67002. However we just relocated for my work two months ago. Our new address is: [redacted], [redacted] SC. 29483. I contacted LifebankUSA via telephone call to update our address as I did with all our accounts. I gave them our new address and asked them once again to please send us our statements.

PLEASE HELP!

Business

Response:

We will update the customer's address in our system and have our billing specialist contact them ASAP to discontinue the autopayment.