From: [redacted] [mailto: [redacted] @polestarbenefits.com] Sent: Friday, July 15, 11:AMTo: Complaints Subject: Complaint submitted on 7/2/ID of [redacted] Hi ***,I received the attached letter from you regarding a complaint from [redacted] and a Customer Services IssueWe did receive all of [redacted] ’s paperwork on June 8th, and processed her claimOnce we received funding from her employer we were able to release the check to her on June 14th, This was communicated to the group and they communicated this to [redacted] [redacted] notified our office on June 30th, that she still had not received her checkAt this time Kayla C [redacted] had taken her call saw that the check had been mailed out on June 14th, told her we could put a stop payment on that check and would have our accounting department do a direct deposit into her account and asked for her banking informationUnfortunately, Kayla didn’t know at that time that our accounting manager was out of the office for the 4th of July weekendOnce Kayla was made aware of this she immediately emailed [redacted] letting her know that upon her return on July 5th she would let our accounting manager know what has happened and this would be taken care of and the funds would be direct deposited into her accountOur accounting manager spoke with [redacted] on July 6th and this issue was resolved and her funds were direct deposited into her accountPlease let me know if you need anything further from me.Regards, [redacted] , Operations ManagerPolestar Benefits, Inc| (503) 946-x| [redacted] @polestarbenefits.com
From: [redacted] [mailto: [redacted] @polestarbenefits.com] Sent: Friday, July 15, 11:AMTo: Complaints Subject: Complaint submitted on 7/2/ID of [redacted] Hi ***,I received the attached letter from you regarding a complaint from [redacted] and a Customer Services IssueWe did receive all of [redacted] ’s paperwork on June 8th, and processed her claimOnce we received funding from her employer we were able to release the check to her on June 14th, This was communicated to the group and they communicated this to [redacted] [redacted] notified our office on June 30th, that she still had not received her checkAt this time Kayla C [redacted] had taken her call saw that the check had been mailed out on June 14th, told her we could put a stop payment on that check and would have our accounting department do a direct deposit into her account and asked for her banking informationUnfortunately, Kayla didn’t know at that time that our accounting manager was out of the office for the 4th of July weekendOnce Kayla was made aware of this she immediately emailed [redacted] letting her know that upon her return on July 5th she would let our accounting manager know what has happened and this would be taken care of and the funds would be direct deposited into her accountOur accounting manager spoke with [redacted] on July 6th and this issue was resolved and her funds were direct deposited into her accountPlease let me know if you need anything further from me.Regards, [redacted] , Operations ManagerPolestar Benefits, Inc| (503) 946-x| [redacted] @polestarbenefits.com