Massage Envy-Middletown

We have refunded the client and emailed them on 1/4/ The refund should be back into their account by Tuesday 1/10/at the latest

Regarding *** ***:
I talked with her in detail about her account a couple weeks before Christmas. She was very stressed out at the time and was trying to get into an apartment complex to get to her son while we were on the phoneShe explained that she was having a bad
year with her son and his mental health issues
Previously she had talked with our Middletown clinic manager, ***Her and *** had discussed turning some of her prepaid massages into gift cards and *** refunded prepaids at the time.
When I talked to her I asked if she had seen the refunds that *** processed hit her accountShe said she had not had time to check any of that due to how busy she wasShe also stated that she was lucky to have enough money that she did not have to check her bank account regularly and guessed thats how she ended up with the monthly charges to start with.
I explained that we would get her account fully taken care of how it would work best for herI asked if she would like all of the services refunded/ on gift cards or if she would like to use someWe talked about possible options of spa services, facials, dual service(massage & facial,) hot stone massage etcThat way she would be able to use several prepaid massages in one visitShe seemed excited by that option as she forgot we had "spa services" and remembered thats why she had joined a membership in the first place.
We set an agreement that I would refund more prepaids services and mail her the rest on gift cardsWhen I logged into our payment processing system to refund the services I noticed there was a different name under her card on fileI called her back to ask about this and she said she forgot that she had fraud on that accountI then questioned whether she had ever received the prepaid service refunds that *** had refunded so I asked her to please verify with her bank before I processed any more refunds.
She said she would call me back so I gave her my personal cell phone number because I thought it would be easier to keep the communication just between us rather than having to call Massage Envy againI never heard back from herThen one of the front desk girls mentioned that she had called againI have tried to call her back twice since then and have gotten no return calls
She also explained that she was sorry for ever contacting Revdex.comShe did not know if we really tried to contact her back or not, she thought we might haveShe said she had just had such a stressful year she got frustrated with the charges on her account and did not know what to do.
I will continue to contact her until I get the account resolved.
Thanks,
Erin Iglehart
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be
satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

We have refunded the client and emailed them on 1/4/17.  The refund should be back into their account by Tuesday 1/10/17 at the latest.