Simple Treasurers

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved.Specifically, I recieved an email this morning from your company advising a refund will be issued for unwanted billed services within four days Although I understand technical issues, I can provide documentation of cancellation requests to prove the emails were sent without delivery error responsesI will continue to look for refund within the specified time Sincerely, [redacted]

We have a client services help desk and you have an assigned account managerTherefore, I can’t imagine how we did not receive your emails for months as you stateMy wife who is a principal of a school is your assigned account managerThis is the only email address given to youShe is extremely diligent in her task of cancelling services of clients in our programI’m extremely perplexed how we would not receive your emails for months as you describeOur customers engage our tutoring services, pass their test and request cancellation of their membership dailyIt is part of our course of operationsVery rarely do we do we find someone has sent us email and we did not receive itWe are very focused on avoiding these types of issuesWe serve the education departments of several colleges and universitiesWe maintain an excellent reputation as educators and tutoring services to our community of teachersWe would never deliberately not answer your emailIn fact, our tutoring program is always full and are always encouraging clients to close their membership if they are using so we can serve new clients who desperately need our test prep helpSo we have no incentive not to answer your email or cancel your servicesHonestly, this happened to clients last yearLater we found they were sending emails to an email address that is not ours and confused us with a different companyAnother person sent emails without any last name or order information that would have allowed us to look up their order and help themI’m not saying this happened in your case, but that’s a common reason how emails deliverability issues and missed communications occurWe do not have any spam filter to avoid such issues from occurringSeeing that we receive and process many emails each day, week and month we are very troubled to hear thisI can’t image how this could possibly occur month after month as you describeIf you ended up not using the services during the month’s you engaged our services, I can understand why you would want a refund after all these monthsI just refunded you for your October’sNow going back to August and September will require that you make special arrangements because our merchant service provider for Master [redacted] will not allow us to refund back days nor do we have your credit card info to refund youSo to refund you back further, please contact your account manager at [redacted] to discuss how this may be completedAs you can understand it has been over days since your first billing for our test prep tutoring services(For your security we do not hold on to your credit card information nor doe [redacted] regulations allow us toPer our contract with [redacted] we are not allowed to send checks if you purchased online.) So please contact us to make arrangementsNOTE: We had a technical team at our email service do a comprehensive diagnostic of our email system and help deskWe report of system and server detailed we are not experiencing any email issues for the last days or now that would prevent us from receiving your emailTherefore, we will respond promptly when you contact us with your full name and basic order info so we can look up your orderAgain, very sorryOur response clearly states we are resolving it for you in the way you requestedTherefore, should close this out

Revdex.com:At this time, I have not been contacted by Teaching Solutions regarding complaint ID [redacted] .Sincerely, [redacted] ***

Revdex.com:At this time, I have not been contacted by Teaching Solutions regarding complaint ID [redacted] .Sincerely, [redacted]

1.) This person ordered on October *** and asked for a refund same dayShe was given a refund the same day within a few hours2.) This complaint isn't to legitimately resolve a real complaintIt appears to be a competitor who is trying to ruin our reputation3.) The purchase is fraud with
the intent to defame and ruin the reputation of over licensed teachers, nurses, specialized professionals and our organization4.) These materials were created by licensed educators who took, passed this exam and helped thousands of teacher certification candidates5.) We sell over products on the page references screenshotsSo obviously there would not be screenshots on one page of each product6.) The website clearly states several times this is a downloadable product in the same format as other leading test prep books for your exam i.eAmazon Kindle, etc-It's obvious you had no intentions of paying for anything even before you made this purchase-You purpose was to destroy our professional and personal reputation online-If so, you would have gone through channels and got a refund, not rush over the Revdex.com site and submit a quick and dirty complaint about disagreeing with the contents of an academic guide7.) You should know this manual was recently updated/redeveloped by a licensed teacher in your state with A PH.Din MathematicsSo it’s clear all your comments are and a criminal in nature8.) Since this complaint is posted online and is false, I'm going to sue you personally for committing a fraud purchase on our website and for publicly defaming our organization and the high profile, nationally recognized educators9.) I’m also filing a police report today with your local police departmentAll the facts, including your intentions have been documentedYour order details including credit card information has been flagged as credit card fraud by Master/Visas so was never legitimate10.) Sorry, we no longer tolerate rouge Revdex.com complainers who are not legitimate customers who think they can post information to destroy our reputation in order to ensure you leverage the Revdex.com for free products and services you ordered and/or are paid by our competitors to destroy our company and financially damage usYou received the refund per our guarantee policy and terms of service listed on the website with hours of orderingYour purpose in this complaint is related to your criminal behavior becauseYou were helped immediately within hours when we first thought you might be an honest customer with a misunderstanding or had difficult accessing all the materials11.) Our attorney is filing papers to sue you this afternoon for libel, slander and defaming our public reputation on the Revdex.com website

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved.The business asked how this "needlessly become a Revdex.com" issueIt became a Revdex.com issue because after reaching them by email and receiving a response, they did not issue a refund for reasons quoted in the original complaintSecondly, they are not providing advertised materialIf that does not merit a Revdex.com complaint, then I do not know what doesI look forward to receiving my full refund
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

I’m extremely sorry you feel that wayYou have been a monthly tutoring client since April of You were given the day free trial to evaluate whether or not whether to continue with the paid tutoring service or cancelAs you mention in your letter, how the service is billed was clearly
acknowledged from day #Surely, you did not take months trying to cancel your day free trial without anyone responding back to you and cancellingThe only possible reason for that is if an email is sent to the wrong email address or some technical glitch from your email serverThat would be completely out of our controlI could not conceivably imaginee how that would happen in any other scenario for monthsIt’s ironic that at the same time the U.Smail system did not workThat is, we didn’t receive your complaint in a timely manner until we saw it online on the Revdex.com website and then followwith them so we could receive it and help you with thisThat is why there was some delay in responding to you despite the fact we watch for such letters from the Revdex.com vigilantly resolve them to the satisfaction of the publicYou must realize we help thousands of students pass their exam each year, so it’s possible like the U.Smail service deliverability problem, sometimes email servers do not work properly or your email gets flagged for spam by Google or other email server before we even get a chance to see it and decide for ourselves whether it is spam or notThat doesn’t mean we’re not “on the ball” or not doing our job99.99% of the time we have no email issues and clients have an extremely successful experience with our products and servicesWe rely on “word of mouth” and an excellent reputation among the teacher/education schools at many universities and former clients for referralsSo the last thing we would do is avoid helping you and making you a happy client who passes her test and becomes successfulWe have no incentive not to respond to your emailIt’s highly unlikely all Test Coaches on staff that serve for your specific exam would have ignored you for months as you claimThere are only a few records of you using the service since you started in AprilSeeing this complaint is a little old I will refund you for the last days due to these facts and to reasonably resolve your complaintPlus, your membership is cancelled today, August ***Honestly, we did have some email deliverability issues in late July through early August and were really embarrassed by itIt wasn’t until later we discovered our email server was over aggressive in blocking spam and customers emails as wellHowever, that issue was long after the date of your complaintWe didn’t have any other complaints of issues of email deliverability before July of this yearOur server and email record shows no rejected emails during the time of your said email failuresHowever, you been a paid member since April This is first I’ve heard of your dissatisfaction with the program or your wish to cancel itI show you weren’t charged for May due to credit card being declinedSo you were not charged for that month of serviceSince credit card numbers are purged from our system due to our merchant service provider rules for security and safety, I can only refund you back days at the mostSo I’m refunding you for your July and August billYou’ll see a credit to your credit card account for charges of $within business days of August ***I’m terribly sorryI refunded you for months of the Test Coaching service and cancelled it so you do not get billed againThis is exactly what you asked forThis is exactly what I’m giving you to resolve this complaint to your satisfaction

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved.*** *** ***Complaint AnalystMy name is *** ***, complaint ID #***
Billing and refund complaint with Teaching Solutions Follow-upOn 2/**/16, I received an email from Teaching Solutions stating that my membership was cancelled and I will not be billed for any further Test Coaching Test Prep services Thank you. On 2/**/16, I received a second email stating that Teaching Solutions will issue a refund for the second charge of $ I was requesting a full refund (original day trial charge $and second charge for $47.00, since I attempted to cancel immediately on 2/**, I am entitled to both amounts) At this point I will settle for a refund for just the second charge as long as the membership is cancelled and NO further charges occur I received the refund for the $on 2/**/16.Thank you for your help with this issueThey were not responding to any of my emailsHopefully my membership is truly cancelled and I do not receive another charge in a month Thank you again.
Sincerely,
*** ***

SorryI'm not sure how this needlessly become a Revdex.com complaintAs one of the license science Texas teachers on staff, I'm not really following your infoAs stated on the website if you're not satisfied with the materials you can get a refundIf you're not happy than neither are weToday is
March *** and will submit the refund todayHowever, PLEASE allow days for it to post to your account to confirm we refunded youSorry for the misunderstandingIf there is anything we can help you with please contact us by phone or help desk online-Teaching Solutions Texas Science team

I'm extremely sorryHonestly, we had some email deliverability issues in July and first part of August due to our email service provider who's interface experienced software and server errors(I guess that could be a Revdex.com issue in and of its own as we were unsatisfied with their
services.) However, we took responsibility for this experience you hadWe refunded you the day we saw this complaintSince you ordered products which amounted to separate charges for $over months, I refunded today on August ***I also followed up with an email to you informing you of thisWhile I wish you would have followed up again by email with the very likely probability that a message would get through a second time, I'm glad to be able to help get this fixed for youAgain, I'm super sorryWe try to make everything work perfectly, scramble and "pounce" on every client emails that are received by our help deskHowever, I have to admit when we have thousands of clients enrolled in our programIt's possible that small issues may come up like this from time to timeSometimes despite bending over backwards and going the extra mile for each client, we end up with situations like this that are out of our controlThe important thing is that you gave us a second opportunity to respond and help you to your 100% satisfactionThis is the exact very thing you requested of me to resolve your request in your letterVery sorry again-------------------------------------------------- *** ***
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I'm terribly sorry for such a simple misunderstandingWe've done our best to communicate and find very reasonable considering the factsThese types of misunderstandings are common when clients navigate electronic interface like a websites we are not able to walk them through and explain one-on-one
how everything worksSometimes info is overlooked or content is misunderstood despite doing our best to communicate clearly and honestlyWe help over 11,teacher certification and nurse licensure candidates succeed on their test each yearProviding these test prep services and products to so many clients each year over years and working with a large number of people out of the general public means some people will have a misunderstandingWe can't meet everyone's expectations 100% of the time when working with thousands of customers each month, hence these types of complaints do come in periodicallyTo be honest we believe our test prep products are the most effective in helping clients passAll our preparation materials are created by a team of credential teachers who passed your specific examHowever, the practice tests and study guides are not created for every created for every persons personal test prep needsSome people in the general public need a more remedial courseSomeone who has been a Physic professor with a PH.Dwill think our materials to train you to pass a high school teacher's Physics certification test is too easyHowever, our materials teach you the test and how to pass, despite such situations of one person needing remedial education on the subject or/or another being a Physics scientistYet, some people have failed their exam many times and come to our website and try our test prep materialsDespite failing so many times, they tell us they know the test better than our teams of certified teachers who actually passed their specific exam and teach this curriculum every day for yearsYou requested a refund for the test prep product immediately after you orderedYou made it clear to our staff by email you didn’t want to pay for our products/servicesThe day trial of the test prep tutoring service called “Test Coaching” requires that you have purchased our original study guideYou requested and received a refund promptlySorry for the misunderstandingFree evaluation period for additional services we offer is reserved for clientsThat is people who are already customers and paid for the main product we offerThe “free trial” is on the Test Coaching and tutoring service, not on the main test prep product you purchased and requested a refundYes, we’re required to pay a license fee of $to the developers of the materials you downloaded the materials to your computer even if you decided to get a refundWe didn’t charge you a customer service fee for the time corresponding on multiple emails, investigating your requests and time processing your refundThe terms of service on our website do state about the refund minus the $fee for paying the license fee on the copyrighted intellectual property protected by US and International copyright, license and patent law at *** I realize such things like “Terms Of Service” and “Refund Policy” page are probably not the fir st thing read on a websiteHowever, this is a fee we have to pay each time you download a proprietary study materials created by a contracted a team of CA credentialed educators who spent hundreds of hours writing the preparation materialsAgain, you were refunded for your original purchase after you downloaded it and received very good/fair treatment by our client account managerNo more free materials, free evaluation periods on additional aservices are granted/rendered after that/on that basisWe do have a Test Coach on staff located in Victorville and San Bernardino, CAOne is a local school administratorI will schedule for them to call you and discuss by phone or in personYou will just need to contact our client services account manager by the same email you used to request your refund after orderingThey feel extremely bad to have such a simple misunderstanding of the info we’ve done our best to display and clearly communicate on the websiteThey will walk you through anything you might have missed or misunderstoodYou’ll see we can’t operate and help over 11,teacher credential candidates each year if this is a free to the public service, test coaching, tutoring and all our books are given away for freeWe are a Christian organization that helps many teacher candidatesI appreciate you considering my explanation and your kind understandingI hope you accept this letter in good faithGod bless you

I too am concerned about such a situation that you describedHonestly, we took minutes and never found the email(s) you stated you sentThere usually are technical reasons for non-deliverability of emails including the use of phones to send emails, emails marked as spam by email services
before we even see it and there are many other possibilities for non-receipt of emailWe have a waiting list to get into this test prep programThere is no incentive to not respond to your emails and/or process your requestIn fact, we are actively working to release clients in the program who already passed their exam, so we can open enrollment and help more test takers such as yourself who need these services to succeed and pass your examThe licensed nurses and teachers who operate the Day Comprehensive Success System answer all emails days per weekIt’d be next to impossible if we received your email on our end and all Test Coaches didn’t answer and process your requestOccasionally, we and email requesting “cancel” from an email address not associated with client’s order and without same customer name or info used in orderWe request this information, but often do not get a reply or just get more partial (in texting style) info strung across numerous, different emails we aren’t able to string togetherSometimes we receive vague emails like “cancel” when cancel means to cancel the membership of one-on-one Test Coaching help servicesFor example, after one passes their test and no longer needs the servicesRare is there someone such as yourself requesting a refund for product and service ordered and receivedHowever, I understand there was a misunderstanding of what the program is, so understand and will honor your requestI’m not saying this happened in your situation, but in helping over 11,clients pass their tests each year, you can imagine a few emails for whatever reason don’t make it to our inboxRegarding the confusion about what you orderedIt is a Test Coaching, Tutoring and Mentoring service: One of our many practice tests is one of many important features and benefits of the Day Comprehensive Success System test prep program including one-on-one test coaching, tutoring and mentoring by an experience expert in your specific examThis what you signed up for, but are saying you don’t want, don’t want to pay for the products/services in this program and are requesting a refund forThe records show you were refunded already, so this satisfies your requestI’m deeply sorry for any misunderstandings or inconvenienceCan we set up a free session for you so we can walk you through everything that might have missed in this process? We have a licensed teacher and test coaching a city near your home town of Pasadena who also feels bad and wants to help youSince our program is now full, it’s not possible to sign up again for the full Day Comprehensive Success SystemHowever, this special in person or phone meeting would just be free, pro-bono coaching sessionJust contact us through the Help Desk listed on the websiteWe’ll get back to in hours to set it up a free session to walk you through everything so you can see where the misunderstanding occurred

Revdex.com:At this time, I have not been contacted by Teaching Solutions regarding complaint ID [redacted].Sincerely,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.Specifically,  I recieved an email this morning from your company advising a refund will be issued for unwanted billed services within four days.  Although I  understand technical issues,  I can provide documentation of cancellation requests to prove the emails were sent without delivery error responses. I will continue to look for refund within the specified time. 
Sincerely,
[redacted]

Revdex.com:At this time, I have not been contacted by Teaching Solutions regarding complaint ID [redacted].Sincerely,[redacted]

We have a client services help desk and you have an assigned account manager. Therefore, I can’t imagine how we did not receive your emails for months as you...

state. My wife who is a principal of a school is your assigned account manager. This is the only email address given to you. She is extremely diligent in her task of cancelling services of clients in our program. I’m extremely perplexed how we would not receive your emails for 3 months as you describe. Our customers engage our tutoring services, pass their test and request cancellation of their membership daily. It is part of our normal course of operations. Very rarely do we do we find someone has sent us email and we did not receive it. We are very focused on avoiding these types of issues. We serve the education departments of several colleges and universities. We maintain an excellent reputation as educators and tutoring services to our community of teachers. We would never deliberately not answer your email. In fact, our tutoring program is always full and are always encouraging clients to close their membership if they are using so we can serve new clients who desperately need our test prep help. So we have no incentive not to answer your email or cancel your services. Honestly, this happened to 2 clients last year. Later we found they were sending emails to an email address that is not ours and confused us with a different company. Another person sent emails without any last name or order information that would have allowed us to look up their order and help them. I’m not saying this happened in your case, but that’s a common reason how emails deliverability issues and missed communications occur. We do not have any spam filter to avoid such issues from occurring. Seeing that we receive and process many emails each day, week and month we are very troubled to hear this. I can’t image how this could possibly occur month after month as you describe. If you ended up not using the services during the month’s you engaged our services, I can understand why you would want a refund after all these months. I just refunded you for your October’s. Now going back to August and September will require that you make special arrangements because our merchant service provider for Master [redacted] will not allow us to refund back 90 days nor do we have your credit card info to refund you. So to refund you back further, please contact your account manager at [redacted] to discuss how this may be completed. As you can understand it has been over 120 days since your first billing for our test prep tutoring services. (For your security we do not hold on to your credit card information nor doe[redacted] regulations allow us to. Per our contract with [redacted] we are not allowed to send checks if you purchased online.) So please contact us to make arrangements. NOTE: We had a technical team at our email service do a comprehensive diagnostic of our email system and help desk. We report of system and server detailed we are not experiencing any email issues for the last 180 days or now that would prevent us from receiving your email. Therefore, we will respond promptly when you contact us with your full name and basic order info so we can look up your order. Again, very sorry. Our response clearly states we are resolving it for you in the way you requested. Therefore, should close this out.

I'm terribly sorry for such a simple misunderstanding. We've done our best to communicate and find very reasonable considering the facts. These types of misunderstandings are common when clients navigate electronic interface like a websites we are not able to walk them through and explain one-on-one how everything works. Sometimes info is overlooked or content is misunderstood despite doing our best to communicate clearly and honestly. We help over 11,000 teacher certification and nurse licensure candidates succeed on their test each year. Providing these test prep services and products to so many clients each year over 15 years and working with a large number of people out of the general public means some people will have a misunderstanding. We can't meet everyone's expectations 100% of the time when working with thousands of customers each month, hence these types of complaints do come in periodically. To be honest we believe our test prep products are the most effective in helping clients pass. All our preparation materials are created by a team of credential teachers who passed your specific exam. However, the practice tests and study guides are not created for every created for every persons personal test prep needs. Some people in the general public need a more remedial course. Someone who has been a Physic professor with a PH.D. will think our materials to train you to pass a high school teacher's Physics certification test is too easy. However, our materials teach you the test and how to pass, despite such situations of one person needing remedial education on the subject or/or another being a Physics scientist. Yet, some people have failed their exam many times and come to our website and try our test prep materials. Despite failing so many times, they tell us they know the test better than our teams of certified teachers who actually passed their specific exam and teach this curriculum every day for years. You requested a refund for the test prep product immediately after you ordered. You made it clear to our staff by email you didn’t want to pay for our products/services. The 7 day trial of the test prep tutoring service called “Test Coaching” requires that you have purchased our original study guide. You requested and received a refund promptly. Sorry for the misunderstanding. Free evaluation period for additional services we offer is reserved for clients. That is people who are already customers and paid for the main product we offer. The “free trial” is on the Test Coaching and tutoring service, not on the main test prep product you purchased and requested a refund. Yes, we’re required to pay a license fee of $10 to the developers of the materials you downloaded the materials to your computer even if you decided to get a refund. We didn’t charge you a customer service fee for the time corresponding on multiple emails, investigating your requests and time processing your refund. The terms of service on our website do state about the refund minus the $10 fee for paying the license fee on the copyrighted intellectual property protected by US and International copyright, license and patent law at http://www.teachingsolutions.org/termsofservice. I realize such things like “Terms Of Service” and “Refund Policy” page are probably not the fir st thing read on a website. However, this is a fee we have to pay each time you download a proprietary study materials created by a contracted a team of ** credentialed educators who spent hundreds of hours writing the preparation materials. Again, you were refunded for your original purchase after you downloaded it and received very good/fair treatment by our client account manager. No more free materials, free evaluation periods on additional add-on services are granted/rendered after that/on that basis. We do have a Test Coach on staff located in [redacted] and [redacted]. One is a local school administrator. I will schedule for them to call you and discuss by phone or in person. You will just need to contact our client services account manager by the same email you used to request your refund after ordering. They feel extremely bad to have such a simple misunderstanding of the info we’ve done our best to display and clearly communicate on the website. They will walk you through anything you might have missed or misunderstood. You’ll see we can’t operate and help over 11,000 teacher credential candidates each year if this is a free to the public service, test coaching, tutoring and all our books are given away for free. We are a Christian organization that helps many teacher candidates. I appreciate you considering my explanation and your kind understanding. I hope you accept this letter in good faith. God bless you

Revdex.com:At this time, I have not been contacted by Teaching Solutions regarding complaint ID [redacted].Sincerely,[redacted]

We show that shortly after your order/you downloaded the program you purchased from us, you marked our email as spam and unsubscribed to our client services email address. (This is very likely the cause of technical errors in sending emails to your account manager's email address and receiving...

emails from an email address your marked as spam or unsubscribed to.) Our email records are meticulously documented and recorded. Our client service help desk electronic record shows on July [redacted] we received our first email from you (for the first time) to cancel the Test Coaching and Tutoring services. On that day you were refunded for the full month of July services as that was your request on that day. In that email there was no mention of free/refund request of June services. Now this request states you want a refund on 2 months of Test Coaching June and July. I will honor your request because the email records show you never used the service nor contacted your assigned 4 Test Coaches who specialize in and are experts in your specific FTCE test. Today we refunded you for all tutoring services for June and July. Record shows when we got your first cancellation on July [redacted] you were 1.) refunded for July at $47. Now you say you don't want to pay for your first month neither, 2.) so we have refunded you and additional $47 today. 3.) $47 plus $47 is $94 in total refunds given to you in July for the June and July service. Not sure how $47 + $47 in your complaint equals $94, but I'm sure it was just simple oversight, typo and simple technical error. I truly apologize for the email issues. We rely on "word of mouth" referrals mostly from colleges, university staff in nursing and education, plus the 11,000+ clients we help succeed on their exam each year. We put no resources into marketing nor do we need to. We have a waiting list for new clients to get our test prep materials and use this test coaching service to help them pass their exam. Therefore, there is no incentive for anyone here to ignore such emails. In fact, we go to great lengths to avoid issues like this. We routinely get emails from people who do not provide a customer name and we're unable to look up the customer because they send an email from email address unassociated with their order email. In other instances, some clients by accident or who do not wish to receive "after order follows/reminders" hastily mark our email as spam. Then later email deliverability issues can occur, depending on which free email service you use i.e. [redacted] etc. We have even seen where customers type our email address in their Revdex.com complaint and in the same complaint state "I don't get a reply." Hum. I'm glad you received the original purchase and downloaded it successfully. However, I hope you can see how sometimes there are reasons outside our control on email deliverability despite the fact we are very vigilant in avoiding such simple problems. Plus, I hope you can understand we do successfully receive and process thousands of client's emails each year. It just seems once per month 1 out of a few thousand of our clients have a difficulty like this that we are working hard to avoid. In July we started calling all our clients each month to review with them what they purchased, how the test help service works and remind them it's not free to the general public service/it is a paid service. (In fact, there's a waiting list for anytime they wish to cancel the Test Coaching/test prep consulting help.) Because some clients do not read the website/what they purchased/put through and order online and wonder why they got charged, we've found calling each client within a week of their order and walking them through it has helped avoid these simple oversights, even technical email problems like this and therefore unnecessary Revdex.com complaints. Again, we have honored your request and gave you the exact resolution asked for in your complaint. This should clear it out 100% now. I'm extremely sorry again. You should know we're working extremely hard to avoid these types of situations from ever occurring.