Sears Holdings Corporation

Complaint: ***
I am rejecting this response because:
I have had nothing but problems with Sears, the power washer and *** mower docs since purchasing this four years ago it's never worked rightSears tried on several occasions denying I even had a warranty because of their systems error, which obviously effected the use of the warranty so by the time you guys found it we couldn't use it so the lack of responsibility being taken for wasting months of my warranty is ridiculousThe oil in that machine was from *** mower docs I never touched the oil! Take responsibility for your errors and unprofessional attitude and actions! This is an expensive machine we used less than FIVE times because it NEVER worked correctlyThis is not user error.
Sincerely,
*** ***

April 6,
class="InsideAddressName">*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** ***
*** *** ***
We have completed the investigation of *** *** complaint regarding the multiple repairs of his laundry center
We have received *** *** complaint and apologize that he was promised a replacement laundry center only to have the offer reneged. Our offices have processed the exchange laundry center under salescheck# *** with a delivery date of April 8, 2016. That being said, because we have provided *** *** with his requested resolution, we respectfully request this complaint be closed
We apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaints Specialist
***
***

*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> Re: *** *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding Sears Home Services and repairs to his dishwasher*** ***, Sears Home Services, District Service Manager provided the following response: After reviewing Mr*** complaint and service records, his dishwasher has been authorized for replacementAll Mr*** needs to do is go to his local Sears store and inform his sales associate that his dishwasher was approved to be replacedThe sales associate will process the transaction and order the dishwasherThe authorization is linked to the phone number ending in *** At this time, since we have noted the approval to replace Mr*** dishwasher, we ask that this complaint be closedWe apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***

Tell us why here...August 29,
Revdex.com
Attn: *** *** North Wabash Ave., Ste
Chicago, IL
Our File No: *** Revdex.com Case #: *** *** *** Via: *** Dear Ms
*** Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer’s concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner
We made the repairs to the siding on *** *** home on 08/15/I have verified with *** *** that the repairs have been made
At this time, we respectfully request that you close your fileOn behalf of SHIP, please know that we value *** *** as a customer and apologize for any frustrations of inconveniences she may have experiencedIf you have any questions or concerns, please contact me at *** * *** or via email at *** Sincerely,
*** *** SHIP/HI Regulatory Complaint Specialist
cc: *** *** *** ***

October 22,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #*** - *** ***
Dear Ms***:
We have completed the investigation of Mr***'s complaint regarding the multiple
orders he placed that were canceled and his non-receipt of reissued gift cards that were sent as refunds
We apologize for the delay in responding, but it took a substantial amount of time to piece together all that happened and then the case manager handling the case went out on leaveWe were finally able to determine that the issued gift cards were not received, so we combined the amount together to send just one gift card for all of the various cardsAdditionally, our Shop Your Way Reward division came to an agreement to provide Mr*** with $in SYWR pointsSince it was our understanding that Mr*** considered the issue resolved once the points were taken care of, we have closed our file
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Team Manager, Regulatory Complaints
Direct Line: ***
Email: ***@searshc.com

Complaint: ***
I am rejecting this response because:
Revdex.com:
After two cancellations of the second set of sheets I ordered, I ultimately received one of the two sheet sets however, the sheets I received were NOT the color I orderedI received "ivory"Also, I would like to mention that although, the cancellation messages I received from KMart state that the sheets I ordered, in the colors I ordered, are "out of stock", it is interesting that KMart has been, and is, currently advertising the same sheets and colors for sale at an "increased" priceIt appears to me that KMart has availability of the sheets I ordered, but, won't honor the price I paid for them onlineInstead, They cancelled my order

Complaint: ***
I am rejecting this response because:
What kind of a SCAM is Sears running?
The technician did not so much as touch the dryer...it may have needed a switch or a belt, but he never examined the machine Furthermore, he included a blower fan in his estimate without ever looking at it...how does someone determine a fan needs to be replaced without looking at itThe response DOES NOT address the absolutely outrageous price of the repair parts How can you jack up the price from your own retail outlet let alone a repair parts storeI purchased a new dryer from another retailer and had it delivered on the Monday after the service call Sears is not the same company that I patronized as did my parents I would have accepted and authorized a REASONABLE repair estimate, but telling me it would cost MORE to repair a year old machine than replacing it with a new machine is an easy decision to makeI want a refund and an apology from Sears.
Sincerely,
Joseph *** Jr

November 24, 2015*** ***Revdex.comNorth
Wabash Ave., Ste#2006Chicago,
IL
*** *** * *** *** *** ***We have completed the investigation of *** *** complaint
regarding the
cancelation of his online order of a child’s playhouse for $
from one of our online third-party Marketplace vendors.As clarification, while we strive to provide our Sears.com
customers with accurate information, including pricing, availability, and
product description on all products available on Sears.com, whether directly
through our listings or those of our third-party Marketplace vendors, with any
online site there might be times that an error could occurShould we uncover a
pricing error, and an order was actually placed for the incorrect amount, we attempt
to email the customer as soon as possible, and then we cancel and refund the
order. For store piitems, we notify
the store of pick up that these prices were errors and will not be honored, so
they can cancel the sale at their store If the item was never ordered, then all
requests to honor the incorrect price would not be grantedWe also make every effort to fix the error as soon as
possible since it does us no favors to have customers placing orders that will
just have to be canceled; it only disappoints them and causes extra work with
no sale at the end for usThere is absolutely no benefit to us to have these
errors occur, which is why we try to minimize the chance as much as possible
and why we have software that helps us identify when one occursIn some
instances where it appears the error has not been corrected in a timely manner,
it is because the consumer may be viewing an older, “cached” version saved in
the computer’s databaseThis is designated by the settings in the internet
browser being usedIf the price has since been corrected though, it will show
in the cart once added as this is a new page that would not have previously
been cachedIn *** *** case, we found that shortly after his order
was placed, it was determined to be for merchandise that had a large system
wide error that caused all newly loaded prices to display for only $Per
our terms and conditions, we canceled the order and a refund was released from
our systems on October 9, If *** *** would like to view the most
up-to-date full version of our terms and conditions, he can access the page
with this link: http://www.sears.com***
We have also included below a small excerpt specifically regarding pricing
errors:“Pricing errors may occur on the Sears Site from time to
time, on items sold by Sears, or items sold by third party sellers on Sears
MarketplaceSears attempts to correct all pricing errors as soon as they are
discovered, or as soon as Sears receives notice of an errorSears reserves the
right to cancel any orders containing pricing errors, with no further
obligations to you, even after your receipt of an order confirmation or
shipping notice from SearsAny payments you make to Sears for orders that are
cancelled due to pricing errors will be refunded.”With that said, since our cancelation of *** *** order
was just in accordance with the posted terms and conditions that govern our
website, we are unable to honor his request to provide the merchandise for the
incorrect priceAs this decision is commensurate to the circumstances, we have
closed our file.We apologize to *** *** appreciate the opportunity to
address this matter. Please feel free to
contact me if you have any further questions or concerns.Sincerely,*** ***Team Manager, Regulatory Complaints*** ***

*** ***
*** *** ***
*** *** *** *** *** ***
*** ** ***
Re: Ronald Joseph *** #
Dear Ms***:
We have completed the investigation of Mr***'s complaint regarding a Sears Garage
Solutions
Josie ***, Sears Garage Solutions, Service Manager provided the following response:
On Friday, October 9, 2015, I had the pleasure of speaking with Mr*** who informed me that the install of the new garage door went wellIt is our understanding that the local office did not explain that it could take - weeks to obtain all of the permits needed prior to installing the door in Mr***'s townMoving forward, if Mr*** has any additional concerns, I invite him to contact me at 740/201-Since we have been confirmed with Mr*** that the new door was installed to his satisfaction, we ask that this complaint be closed
We apologize to *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Adam ***
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.***@searshc.com

*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * *** * *** ***
class="InsideAddress"> *** *** *** We have completed our investigation of *** *** complaint regarding service for his Laundry center Upon receipt of *** *** complaint, we found that he had previously been in contact with *** *** *** in our escalated complaint department*** *** offered and processed a replacement for customer satisfaction reasons and the delivery was on March 18, If *** *** is still in need of assistance he can contact* *** *** directly at *** *** *** As it was our understanding that the resolution proposed met with his approval, we have closed our file We apologize to *** *** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***

January 3, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL Re: *** * *** ** *** Dear Ms* *** We have completed the investigation of Ms*** complaint regarding her recent online order experience It is unfortunate that we failed Ms*** expectations and can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we confirmed that the refrigerator was deliveredAs for the range, we show that Sears Online referred Ms*** to contact the installation departmentWe could not confirm a refund for the range therefore; we have contacted Sears’ Detail Control CenterShould Ms*** have any questions, she may contact me via email at *** In the interim, we will provide an update to Ms*** once we receive a response from Sears’ Detail Control Center, and we respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation

*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> *** *** *** *** *** *** We have completed the investigation of Mr*** complaint regarding Sears Auto Center and Monroe shocks*** *** Sears Auto Center Manager from our North *** location, provided the following response: If Mr*** shocks are found to be defective, Sears Auto Center would gladly exchange them for himAll I ask is that Mr*** bring his vehicle to the auto center so that we can check the shocks and make a determinationMr*** can reach me at the auto center by calling *** Since we have stated our intent to replace Mr*** shocks if they are found to be defective, we ask that this complaint be closedWe apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***

January 31,
"">*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: ** *** *** * * *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding her refrigerator It is unfortunate that we failed Ms*** expectations when she recently contacted Sears Home Services to repair her refrigeratorWe value Ms*** patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsWe do not take these matters lightly and we sincerely regret any inconvenience Ms*** may have experienced Upon researching Ms*** complaint, we found that she has been working with our Executive Member Services (EMS) group. Our records show that EMS processed an even exchange for Ms*** on January 27, 2017, and the new refrigerator was delivered on January 31, 2017. Additionally, EMS will be following up with Ms*** to ensure her satisfaction. In the interim, since a fair resolution has been provided for Ms***, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist

*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding a vacuum cleanerMs*** notes in her complaint that her vacuum is not meeting her expectationsAdditionally she asks to have it replacedWe are unable to find a vacuum cleaner noted under wither phone number provided in Ms*** complaintWithin her complaint, Ms*** does reference dates in December We feel it is important to remind Ms*** that Sears has a day return policy, if the vacuum is from *** and not covered by a Sears Protection Agreement, we will be unable to assistIf Ms*** has purchase information, she can email me at *** Since we have noted our response and have requested information from Ms***, we ask that this complaint be closed pending further contactWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***

I needed to replace my washer and thought Kenmore would be a reliable machineDelivery was a joke - made plans month in advance and they called late in the day to tell me they had a truck break down No one called to rescheudle I'm without a washer and no on has called to rescheduleMoreover there was no one to speak toThere are virtually no stores and doing business online with them is a jokeBasically Sears today is a Call center in the PhilippinesAll calls for delivery and installation are referred to the Philippines where the agents have nothing to do with anything happening in the U.SI probably spent an hour speaking to the Philippines, being offered all kinds of things which never transpired
There is no way to speak to anyone in the USA who may have some connection to the warehouseIt is like a comedy of the absurd, a bunch of people in the Philippines talking about things that are completely made up, things they have no power to do anything about, just trying to placate peoplePhone babysitters
It is very sad what has happened to this company that used to be so respectedSave yourself the time and aggravation and take your business elsewhere

June 30,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # - Becky ***
Dear Ms***:
We have completed the investigation of Ms***'s complaint regarding
her dissatisfaction that the tractor failed sooner than she expected and the quality of the parts provided by the manufacturer to complete the repair
We apologize that Ms***'s tractor failed to meet her expectations of longevityThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe also understand how frustrating this can be to a consumer, especially since the original tractor she purchased failed as well
Upon receipt of Ms***'s complaint, we reviewed the service order notes on the tractor and according to the notes our technician ordered a replacement engineThe manufacturer has issued a warranty replacement engine with a HP instead of a HP engineMs*** requested a full refund because she is not satisfied with the Craftsman product or the serviceSears has a day Satisfaction Guarantee for returns or exchanges and Ms***'s tractor is almost years oldEven though it is under the manufacturer's warranty it is no longer under the day return period, so Ms***'s request for a refund is deniedAlso, since the replacement engine is the one authorized by the manufacturer, it would not qualify for an exchange due to the slight difference in HP either
However, due to the cost of the replacement engine, it would not be economical to repairOn June 16, we reached out to Ms*** and offered to exchange the tractor and she accepted the offerDistrict Store Manager Elias *** contacted Ms*** to discuss her concerns and the exchange processFor her inconvenience, Manager *** offered Ms*** a $gift card in addition to the exchangeWith that being said, since it is our understanding that the exchange and the gift card were resolutions that met with Ms***'s approval, we have closed our file
Again, we apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Matilda ***
Regulatory Complaint Specialist
Sears Holdings Corporation
*** direct
***@searshc.com

July 6, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
Re: *** *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his garage door opener As clarification, there are some parts in Mr*** garage door opener that due to the cost of the part, the manufacturer specifies that a technician has to determine that the parts are defective and need to be replaced. It does state in Mr*** warranty that parts are no charge but it also says that professional installation costs would not be coveredThe confusion comes from Mr*** interpretation that the labor is an optional request on his part. We understand why this would frustrate Mr*** and as a courtesy, we have arranged for him to receive one of the parts he mentioned free of chargeThe expected arrival date at his residence is July 14, In light of the aforementioned, we respectfully ask that this matter be considered closed We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***

Sears delivered a bed March I did not accept delivery because the bed foundation was noticibly damaged The delivery men delivered it anywayHe said he could not return the product I did not sign for the mattress and foundation and the company is indicating I agreed to delivery
I have additional complants regarding lack of professionalism
I spent hours trying to complain to the companyThey offered a replacement but that was weeks away That is not acceptable I asked for removal and they said it would take almost a week They are telling me I have to take another day off from work

Initial Business Response /* (1000, 7, 2015/07/02) */
Contact Name and Title: Eligia ***
Contact Phone:
July 2,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** - Jason ***
Dear Ms
***,
We have completed the investigation of Mr***'s complaint regarding his dishwasher order
Paul*** Support Specialist for Sears Contractor Services Group, provided the following response:
We would first like to apologize for any inconvenience Mr*** may have experienced with the delay in receiving his refundOur research found that the notes in the delivery system showed that the item was picked up on June 10, 2015; however there are no notes to indicate that it was returnedAfter contacting the contractor Jason ***, he confirmed that the dishwasher was returned to the Pflugerville MDO warehouse on July 1, Our District Manager Nina *** reviewed the merchandise return process with the provider to ensure that all of his installers follow the processFinally, we confirmed that the refund for the installation fee has been refunded as of June 30, Sears Online Solutions will process the rest of the credit shortly since the contractor has returned the items back to the warehouseWe apologize again for any inconvenience and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAdditionally, we hope that in the future Mr*** will allow us another opportunity to provide him with a better example of customer service that we have built our reputation uponShould Mr*** have any further questions or concerns, he may contact us directly at (407) 677-In the interim, we have noted Mr***'s concerns, and respectfully ask to have this matter closed, pending his receipt of the refund
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Eligia ***
Regulatory Complaint Specialist
Sears Holdings Corporation
Initial Consumer Rebuttal /* (3000, 9, 2015/07/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This order was cancelled WEEKS agoProbably over a monthThe FIRST time around, the lady at customer service said the order was cancelled and that I should expect a full refund within 8-business daysThen approximately 10-days AGO, I receive a phone call from someone else at Sears asking if I "really wanted to cancel the order" and "we are just making sure you want to cancel the installation portion of the order as well as for the dishwasher itself"First, I should have been refunded, per Sears, a month before this callSecondly, why on Earth would anyone NOT want the installation charge cancelled on an item they aren't even getting INSTALLED? I have never received a dishwasherI have never picked up a dishwasherAnd per a phone conversation with Sears Service over a month ago, I should have been refunded in full weeks agoInstead as of yet, I just received a check no less, not a refund to the purchasing card, for For the installation portion I guessThe total charge on my credit card on 5/25/
Final Business Response /* (4000, 11, 2015/07/20) */
Contact Name and Title: Eligia ***
Contact Phone:
July 20,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** - Jason ***
Dear Ms***,
We have reviewed Mr***'s rebuttal complaint regarding his non-receipt of a refund for the dishwasher
It is unfortunate that we failed Mr***'s expectations as we value his patronageWe can understand how the series of events detailed in his complaint has caused him to lose faith in SearsWe have sent feedback to the installation department regarding this matter and apologize againWe understand that the installation department has issued you a check for the installationAdditionally, we have confirmed that Sears Online Solutions has also issued a full refundFor Mr***'s records the refund was processed under sales receipt number Mr*** should see a credit back to his MasterCard account ending in for $In the interim, since a refund has been provided, we respectfully ask to have this matter closed
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Eligia ***
Regulatory Complaint Specialist
Sears Holdings Corporation

October 6,
*** ***
Revdex.com
North Wabash Ave., Ste#Chicago, IL
Re: *** * *** ** ***
Dear Ms***
We
have completed the investigation of Ms*** complaint regarding the failure of her dishwasher after her warranty expired.
We apologize that Ms*** dishwasher failed to meet her expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs are not an option. It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage. In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers. Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from these practices many years ago. It is always the customer’s choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal property. The benefits have to be weighed against the costs, with the understanding that if it is not purchased, the consumer would then have to bear the consequences of that decision
In Ms*** case, she purchased her dishwasher November 30, 2013, without purchasing any additional coverage and the full manufacturer’s warranty expired December 12, 2014, which was a year after it was deliveredIt still had another year of coverage for all parts after that, where the parts were covered but the labor was not. We did not find that any repairs were provided while the dishwasher was covered under warranty and in fact we did not find that Sears has ever repaired this dishwasher
Ms*** indicates that she repaired the dishwasher herself this year after the board failedUnfortunately, without being a trained technician, she may have replaced the board without determining the reason for the failure in the first placeAdditionally, when the board is replaced it is very important that it is paired properly with the user interface or it could result in erratic operationNot to mention other factors that could affect the board such as condensation from a failed vent that could have caused something to short outThe fact is that it is important to have a technician examine the unit to determine what is causing the failure of the board or to determine if the board has even failed; sometimes there can just be a loose connection
With that said, since Ms*** is not covered under any warranty or agreement we are unable to honor any of her requested resolutionsA refund was only an option within days of her purchase date and a replacement would only be provided if she had some type of coverage that provided that benefit
We do think though that we have a fair alternative she might like to pursueWe sell a limited benefit Service Smart Agreement (SSA) that is the only contract we sell for appliances that are not in good working order and do not have any coverageSeveral conditions have to be met to be eligible for purchase, including the item being less than years old, not in a disassembled state, not damaged by an act of god, and with a legible model and serial number tagWe believe Ms*** dishwasher should meet those conditionsThe price for this contract is in about the $to $range and as mentioned, it has more limited benefits than the contracts we sell before an item is not working
Specifically, it covers up to $in any single repair, when none would be covered without it and if the repair is more than $or if it cannot be repaired, a replacement can be authorized for up to $towards a comparable dishwasher, or a full refund can be requested for the contractAlso, once the repair is completed, the consumer still has a full year of coverage in case the repair did not provide a long-lasting solution or if a new issue develops
Our alternative offer then would be if Ms*** purchased one of these contracts to repair her dishwasher, we would be willing to provide her with a $refund after the purchase; so essentially she would get back the cost of the board off the cost of the contractShe would have to buy it first though since we cannot provide these as complimentary, and then let me know once purchased so that a partial refund could be processed without affecting the coverage levelsIn this way Ms*** could have a trained technician assess the dishwasher and hopefully determine what is causing the issue with the board or interfaceTo purchase the coverage, Ms*** would just need to call our *** number to schedule a repair on the dishwasherOnce the agent is assisting, she can request to purchase the SSA, the agent will read off all the required disclosures and can then schedule her for a service date under the contractAgain, after this she would just need to call or email me to let me know the contract was purchased and I could not only issue the refund but also work with our service unit to ensure the repair goes smoothlyIn the interim, since we have proposed a reasonable resolution and we are just waiting for Ms*** decision, we have closed our case pending her response
We apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Team Manager, Regulatory Complaints
*** *** ***
Email: ***