Dear Dispute Coordinator, Thank you for bringing this issue to our attention. We strive to provide the best possible service and support to our clients, but there are limitations to the requests we can fulfill. The client in question has used our service several times and reactivated...
their account most recently in June of 2016. On March **, 2017, the client called our support line to request credit for billed phone calls dating back to March of the previous year. As part of our service, our system marks calls as billable when an appointment is scheduled or a walk-in was planned on a phone call driven by the advertising we provide. We do offer credit for phone calls if the patient in question was seen by our client previously or if the patient did not follow through with the appointment as planned. However, we count on our clients to report calls of these types in a timely manner, since our system bills based on the content of the call recording only. We stipulate in our terms and conditions that these credit requests must be submitted no later than 35 days after the date of the call in question. However, we are always happy to accommodate requests to review phone calls provided the phone call is no older than 60 days. After 60 days, our system purges the recording of the call, meaning a review of the recording is no longer possible. We worked with the client to review four phone calls received within the last 60 days and, as the client was already charged for the phone calls, a refund for each was applied to the client’s credit card. We explained that we are unable to review calls over 60 days old and the client requested to cancel their account and the account was closed at that time. Submitting calls for credit can be done quickly from inside each client’s user account and we take great pride in communicating clearly with our clients and providing a number of ways the client can track the calls they’ve submitted to us for credit. When one of our clients submits a call for review from inside the user account we provide, the client sees an on screen notification when a call has been successfully submitted. Within 48 hours, the client also receives an email explaining whether their request was approved or denied. The calls referenced in the original complaint were not submitted for review in this manner. In the Manual Review Status section of the user account, the client can see a list of the calls that have been submitted for review and the status of each review. In the Billing History section, our clients can see a list of all the approved credits and/or refunds that have been applied, as well as past invoices and payments. Again, we thank you for bringing this to our attention and we will continue to improve our efforts to bring our clients the best possible service and support within the field of online advertising. Thanks, Cecillia Y**
Dear Dispute Coordinator, Thank you for bringing this issue to our attention. We strive to provide the best possible service and support to our clients, but there are limitations to the requests we can fulfill. The client in question has used our service several times and reactivated...
their account most recently in June of 2016. On March **, 2017, the client called our support line to request credit for billed phone calls dating back to March of the previous year. As part of our service, our system marks calls as billable when an appointment is scheduled or a walk-in was planned on a phone call driven by the advertising we provide. We do offer credit for phone calls if the patient in question was seen by our client previously or if the patient did not follow through with the appointment as planned. However, we count on our clients to report calls of these types in a timely manner, since our system bills based on the content of the call recording only. We stipulate in our terms and conditions that these credit requests must be submitted no later than 35 days after the date of the call in question. However, we are always happy to accommodate requests to review phone calls provided the phone call is no older than 60 days. After 60 days, our system purges the recording of the call, meaning a review of the recording is no longer possible. We worked with the client to review four phone calls received within the last 60 days and, as the client was already charged for the phone calls, a refund for each was applied to the client’s credit card. We explained that we are unable to review calls over 60 days old and the client requested to cancel their account and the account was closed at that time. Submitting calls for credit can be done quickly from inside each client’s user account and we take great pride in communicating clearly with our clients and providing a number of ways the client can track the calls they’ve submitted to us for credit. When one of our clients submits a call for review from inside the user account we provide, the client sees an on screen notification when a call has been successfully submitted. Within 48 hours, the client also receives an email explaining whether their request was approved or denied. The calls referenced in the original complaint were not submitted for review in this manner. In the Manual Review Status section of the user account, the client can see a list of the calls that have been submitted for review and the status of each review. In the Billing History section, our clients can see a list of all the approved credits and/or refunds that have been applied, as well as past invoices and payments. Again, we thank you for bringing this to our attention and we will continue to improve our efforts to bring our clients the best possible service and support within the field of online advertising. Thanks, Cecillia Y**