Response to Complaint id: [redacted] ABILITY Network, formerly MD Online spoke with Mr [redacted] on 2/regarding his frustration with the price increase and the contract terms The customer’s price increased from $per month to $per month effective on their February invoice All customers were notified of a price increase effective February on their November, December and January invoices The customer’s invoices are delivered on the MD Online portal where they log in to send claims The notification was in compliance within the terms of the contract The customer is charged an annual Maintenance fee that is billed once year at the renewal of the contract Mr [redacted] ’s original purchase was February so the annual maintenance fee of $was charged on the invoice dated 2/6/ The amount of the increase was not stated because customers have different pricing plans due to the different types and sizes of businesses so the increase would not be the same for all customers The terms of the MD Online contract for cancellation are that the account is cancelled days after the customer request a cancellation and completes an online survey Mr [redacted] did speak with [redacted] Supervisor on 2/who agreed to credit back the $annual maintenance fee and cancel their account effective immediately She had offered to move the price back to the original price but they said they had already moved to another service The credit was processed and the refund is still being processed The Finance department will contact the customer to obtain their credit card information in order to process the refund back to their credit cardThe February invoice was cancelled so it would not generate and the account was cancelled effective 2/27/ [redacted] Director of Account Management
Response to Complaint id: [redacted] ABILITY Network, formerly MD Online spoke with [redacted] on 3/25/regarding her frustration with the price increase and the contract terms The customer’s price increased from $per month to $per month effective on their February invoice The terms of the MD Online contract are that the account is cancelled days after the customer request a cancellation and completes an online survey The survey was completed and the account was to be cancelled effective 5/31/ After talking with [redacted] regarding her frustration, ABILITY’s VP of Sales Strategy agreed to credit back the additional cost and cancel their account effective immediately The credit was processed, the February invoice was credited back They currently have a $balance on their account The account was cancelled effective 3/27/ [redacted] Director of Account Management
Official Response to Complaint # [redacted] MDOL’s standard Terms and Conditions, which all customers accept as a condition of using our services, require that a customer provide MDOL with 90-days notice in the case of termination without causeNotwithstanding the foregoing, MDOL has since resolved the matter with the customer
Response to Complaint id: [redacted] ABILITY Network, formerly MD Online spoke with Mr [redacted] on 2/regarding his frustration with the price increase and the contract terms The customer’s price increased from $per month to $per month effective on their February invoice All customers were notified of a price increase effective February on their November, December and January invoices The customer’s invoices are delivered on the MD Online portal where they log in to send claims The notification was in compliance within the terms of the contract The customer is charged an annual Maintenance fee that is billed once year at the renewal of the contract Mr [redacted] ’s original purchase was February so the annual maintenance fee of $was charged on the invoice dated 2/6/ The amount of the increase was not stated because customers have different pricing plans due to the different types and sizes of businesses so the increase would not be the same for all customers The terms of the MD Online contract for cancellation are that the account is cancelled days after the customer request a cancellation and completes an online survey Mr [redacted] did speak with [redacted] Supervisor on 2/who agreed to credit back the $annual maintenance fee and cancel their account effective immediately She had offered to move the price back to the original price but they said they had already moved to another service The credit was processed and the refund is still being processed The Finance department will contact the customer to obtain their credit card information in order to process the refund back to their credit cardThe February invoice was cancelled so it would not generate and the account was cancelled effective 2/27/ [redacted] Director of Account Management
Response to Complaint id: [redacted] ABILITY Network, formerly MD Online spoke with [redacted] on 3/25/regarding her frustration with the price increase and the contract terms The customer’s price increased from $per month to $per month effective on their February invoice The terms of the MD Online contract are that the account is cancelled days after the customer request a cancellation and completes an online survey The survey was completed and the account was to be cancelled effective 5/31/ After talking with [redacted] regarding her frustration, ABILITY’s VP of Sales Strategy agreed to credit back the additional cost and cancel their account effective immediately The credit was processed, the February invoice was credited back They currently have a $balance on their account The account was cancelled effective 3/27/ [redacted] Director of Account Management
Official Response to Complaint # [redacted] MDOL’s standard Terms and Conditions, which all customers accept as a condition of using our services, require that a customer provide MDOL with 90-days notice in the case of termination without causeNotwithstanding the foregoing, MDOL has since resolved the matter with the customer