Initial Business Response /* (1000, 5, 2015/06/24) */
Ms ***'s bank statement did show that there were two debits for the same amount on the date of serviceSeveral attempts were made through the billing department to determine whether our system received payment twiceOur billing department
can find no evidence of double paymentNo extra payment has been found in the system
Ms ***'s bank refused to assist her in tracking down how the double payment came aboutMs *** stated that her bank wouldn't help her because it was longer than days when she reported the problem
Although there is no evidence that Solano Primary Care is at fault in this situation, Ms *** was reimbursed her $prior to my knowledge that she had filed a complaint to the Revdex.com
It's unclear to me why the expectation is for the business, in this case Solano Primary Care, to "take the loss." Regardless, the problem should be resolvedIt's unfortunate that Ms *** was to impatient to wait for resolution
Initial Consumer Rebuttal /* (2000, 7, 2015/06/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Despite the fact that it was Solano Primary Care who made the over payment, or their credit card payment system, it was myself who made the communication with third parties trying to resolve this situationListed below are the attempts that were made from myself in attempts to solve this overpayment
- Called various numbers numerous times leaving voicemails awaiting call backs with no follow-up
- Due to Solano Primary Care's new telephone system being upgraded at the time, communication via telephone was futile which resulted in multiple trips to the office
- After being informed I need to file a dispute with my bank to help solve this overpayment, my bank informs me that it has been more than days since the payment date and they are not allowed to file a dispute
- After patiently waiting for Solano Primary Care to find a solution for the over payment that was made, my bank's dispute rejection made me aware of possible refund limitations/policies, if any, which resulted in my persistent requests for the refund
- Filed a complaint to Revdex.com in lieu of a police report
I did request for an apology from *** for misleading me to wait for the requested MD when she intentionally had me waiting for Dr***She has not apologized for anything (the overpayment, the waiting time, the multiple trips made to the office due to their lack of communication via telephone, her unavailability which resulted in me waiting even longer to have this situation resolved, or even just for the situation itself)
I do not appreciate Solano Primary Care accusing me of being, "...to impatient to wait for resolution." It has been over days since the over payment date and it was not until after I filed a complaint to the Revdex.com that they finally issued a refundMy patience was taken advantage of, which resulted in my bank's rejection to file a dispute
I did receive the refund on June 11, but not the apologyI do not expect an apology any longer as I identify this as an oversight of ***'s professional conduct and employee morale
I do accept this response as I did receive the overpayment refund of $
Final Consumer Response /* (3000, 12, 2015/06/26) */
I'd like to note the unprofessionalism that was encountered throughout this overpayment affair
On 5/26/15, while I was repeating all the waiting periods I had encountered, I mention to ***, "I came in with my bank statement and I was told you weren't available (not working that day) and that you wouldn't be able to work on it until MondayThey told me to wait for you since you are the billing specialist."
While I was still explaining the reason for refund, *** started laughing and mumbled somethingI was still talking, mid-sentence when she did thisI asked, "Excuse me?" *** shook her head and responded, "I am not the billing specialist." Feeling insulted from her laughter, I told her, "The other assistant that works here? YesShe did not handle my bank statement and specifically told me she will not work on it and that you will since you handle all the billing."
I perceive this laughter as disrepectful, impolite, rude and out-of-line professionalismThis behavior towards a patient at a doctors office is unacceptable and an assistant with these traits should not be in this line of workI am appalled that *** was willing to risk the reputation for Solano Primary Care for a moment of embarrassment for one of their patientsAfter this moment, I demand to speak with anyone other than her, and she refers me to a different MD other than my primaryWaiting for the other MD, I can see *** appearing to be disgruntled, sighing with exasperation
Solano Primary Care stated, "Our billing department can find no evidence of double paymentNo extra payment has been found in the system." As a result of this notification, I have no solution as to how I will get refunded the overpayment obviously provided by my bank statementI was given the run-about for days, which turned into weeks, which turned into monthsWhich resulted in my bank's rejection to file a dispute because it has been more than days from the overpayment dateAgain, had I known it would be this complex for a business to issue a refund, I would've been persistent from the beginning of the issue
Solano Primary Care also stated, "there is no evidence that Solano Primary Care is at faultMs*** was reimbursed her $prior to my knowledge that she had filed a complaint to the Revdex.com." I spoke with *** and mentioned, "I know it is not your fault." I understand there may be errors when dealing with technology, but the fact remains that there was an over payment on my end, and as a consumer, there was a payment that was not authorized that was taken out from my accountI was informed that Dr*** will try to contact their bankers to find a resolution on the matter but I did not receive a follow-upAfter no notification after a few days, I delivered my complaint letter in personI dated, signed, and composed, "I will wait until June ,2015, before seeking help from a consumer protection agency, the Revdex.com..." I did not hear back from Solano Primary CareI filed the complaint on June 8, after Solano Primary Care business hours, on the assumption they were going to contact me before they closed the officeI received notification that the Revdex.com forwarded the complaint to Solano Primary Care on June 9, It wasn't until after I filed, that I received the refund on June 11,
Solano Primary Care stated, "...prior to my knowledge that she had filed a complaint to the Revdex.com," is questionable due to the fact that It was clearly stated on the complaint letter that I had writtenUnless my complaint letter was disregarded, Solano Primary Care was fully informed of my intentions if there were no resolutions available
Solano Primary Care stated, "...why the expectation is for the business to...'take a loss.'" I have requested a refund since I noticed the overpayment on my accountDue to no resolutions from Solano Primary Care, Matrix, Self-Help Federal Credit Union, and their bankers, this had led me to take the initiative to suggest resolutions on my behalfThe business is at a loss for a consumer's refund and it has been months since I've been subjecting to their lack of communication and concernThere were funds taken out from my account without my permission, which is considered theftIt should've been refunded immediatelyShould Solano Primary Care be at a loss for the refund, their determination and commitment for a resolution would have matched my persistence
Solano Primary Care indicated, " It's unfortunate that Ms*** was to impatient to wait for resolution." After being patient for months with lack of communication from them and their credit card payment system company, I met the "more than days" limitation with my bankIt is justifiable as to why my bank has rejected the file to claim a disputeIf Solano Primary Care would've been consistent in actually following through with all the contacts needed, I can assume the matter would've been taken care of when it should have beenThis "too impatient" accusation, comes along with a day waiting periodI have done my part in contacting third parties, awaiting follow-ups, even making trips to the officeAgain, please note that Solano Primary Care did not respond to my refund request until after the Revdex.com was notifiedClaiming I am "too impatient" why wasn't the refund offered within the days that I was "too impatient" for? Awaiting, days turned to weeks, which turned into months, which may have turned to years
Solano Primary Care may consider my refund unimportant, but as one of their patients, as a mother of two children, and as a working U.Scitizen the refund could have been used in times of need for transportation, groceries, or other goods and services
Initial Business Response /* (1000, 5, 2015/06/24) */
Ms ***'s bank statement did show that there were two debits for the same amount on the date of serviceSeveral attempts were made through the billing department to determine whether our system received payment twiceOur billing department
can find no evidence of double paymentNo extra payment has been found in the system
Ms ***'s bank refused to assist her in tracking down how the double payment came aboutMs *** stated that her bank wouldn't help her because it was longer than days when she reported the problem
Although there is no evidence that Solano Primary Care is at fault in this situation, Ms *** was reimbursed her $prior to my knowledge that she had filed a complaint to the Revdex.com
It's unclear to me why the expectation is for the business, in this case Solano Primary Care, to "take the loss." Regardless, the problem should be resolvedIt's unfortunate that Ms *** was to impatient to wait for resolution
Initial Consumer Rebuttal /* (2000, 7, 2015/06/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Despite the fact that it was Solano Primary Care who made the over payment, or their credit card payment system, it was myself who made the communication with third parties trying to resolve this situationListed below are the attempts that were made from myself in attempts to solve this overpayment
- Called various numbers numerous times leaving voicemails awaiting call backs with no follow-up
- Due to Solano Primary Care's new telephone system being upgraded at the time, communication via telephone was futile which resulted in multiple trips to the office
- After being informed I need to file a dispute with my bank to help solve this overpayment, my bank informs me that it has been more than days since the payment date and they are not allowed to file a dispute
- After patiently waiting for Solano Primary Care to find a solution for the over payment that was made, my bank's dispute rejection made me aware of possible refund limitations/policies, if any, which resulted in my persistent requests for the refund
- Filed a complaint to Revdex.com in lieu of a police report
I did request for an apology from *** for misleading me to wait for the requested MD when she intentionally had me waiting for Dr***She has not apologized for anything (the overpayment, the waiting time, the multiple trips made to the office due to their lack of communication via telephone, her unavailability which resulted in me waiting even longer to have this situation resolved, or even just for the situation itself)
I do not appreciate Solano Primary Care accusing me of being, "...to impatient to wait for resolution." It has been over days since the over payment date and it was not until after I filed a complaint to the Revdex.com that they finally issued a refundMy patience was taken advantage of, which resulted in my bank's rejection to file a dispute
I did receive the refund on June 11, but not the apologyI do not expect an apology any longer as I identify this as an oversight of ***'s professional conduct and employee morale
I do accept this response as I did receive the overpayment refund of $
Final Consumer Response /* (3000, 12, 2015/06/26) */
I'd like to note the unprofessionalism that was encountered throughout this overpayment affair
On 5/26/15, while I was repeating all the waiting periods I had encountered, I mention to ***, "I came in with my bank statement and I was told you weren't available (not working that day) and that you wouldn't be able to work on it until MondayThey told me to wait for you since you are the billing specialist."
While I was still explaining the reason for refund, *** started laughing and mumbled somethingI was still talking, mid-sentence when she did thisI asked, "Excuse me?" *** shook her head and responded, "I am not the billing specialist." Feeling insulted from her laughter, I told her, "The other assistant that works here? YesShe did not handle my bank statement and specifically told me she will not work on it and that you will since you handle all the billing."
I perceive this laughter as disrepectful, impolite, rude and out-of-line professionalismThis behavior towards a patient at a doctors office is unacceptable and an assistant with these traits should not be in this line of workI am appalled that *** was willing to risk the reputation for Solano Primary Care for a moment of embarrassment for one of their patientsAfter this moment, I demand to speak with anyone other than her, and she refers me to a different MD other than my primaryWaiting for the other MD, I can see *** appearing to be disgruntled, sighing with exasperation
Solano Primary Care stated, "Our billing department can find no evidence of double paymentNo extra payment has been found in the system." As a result of this notification, I have no solution as to how I will get refunded the overpayment obviously provided by my bank statementI was given the run-about for days, which turned into weeks, which turned into monthsWhich resulted in my bank's rejection to file a dispute because it has been more than days from the overpayment dateAgain, had I known it would be this complex for a business to issue a refund, I would've been persistent from the beginning of the issue
Solano Primary Care also stated, "there is no evidence that Solano Primary Care is at faultMs*** was reimbursed her $prior to my knowledge that she had filed a complaint to the Revdex.com." I spoke with *** and mentioned, "I know it is not your fault." I understand there may be errors when dealing with technology, but the fact remains that there was an over payment on my end, and as a consumer, there was a payment that was not authorized that was taken out from my accountI was informed that Dr*** will try to contact their bankers to find a resolution on the matter but I did not receive a follow-upAfter no notification after a few days, I delivered my complaint letter in personI dated, signed, and composed, "I will wait until June ,2015, before seeking help from a consumer protection agency, the Revdex.com..." I did not hear back from Solano Primary CareI filed the complaint on June 8, after Solano Primary Care business hours, on the assumption they were going to contact me before they closed the officeI received notification that the Revdex.com forwarded the complaint to Solano Primary Care on June 9, It wasn't until after I filed, that I received the refund on June 11,
Solano Primary Care stated, "...prior to my knowledge that she had filed a complaint to the Revdex.com," is questionable due to the fact that It was clearly stated on the complaint letter that I had writtenUnless my complaint letter was disregarded, Solano Primary Care was fully informed of my intentions if there were no resolutions available
Solano Primary Care stated, "...why the expectation is for the business to...'take a loss.'" I have requested a refund since I noticed the overpayment on my accountDue to no resolutions from Solano Primary Care, Matrix, Self-Help Federal Credit Union, and their bankers, this had led me to take the initiative to suggest resolutions on my behalfThe business is at a loss for a consumer's refund and it has been months since I've been subjecting to their lack of communication and concernThere were funds taken out from my account without my permission, which is considered theftIt should've been refunded immediatelyShould Solano Primary Care be at a loss for the refund, their determination and commitment for a resolution would have matched my persistence
Solano Primary Care indicated, " It's unfortunate that Ms*** was to impatient to wait for resolution." After being patient for months with lack of communication from them and their credit card payment system company, I met the "more than days" limitation with my bankIt is justifiable as to why my bank has rejected the file to claim a disputeIf Solano Primary Care would've been consistent in actually following through with all the contacts needed, I can assume the matter would've been taken care of when it should have beenThis "too impatient" accusation, comes along with a day waiting periodI have done my part in contacting third parties, awaiting follow-ups, even making trips to the officeAgain, please note that Solano Primary Care did not respond to my refund request until after the Revdex.com was notifiedClaiming I am "too impatient" why wasn't the refund offered within the days that I was "too impatient" for? Awaiting, days turned to weeks, which turned into months, which may have turned to years
Solano Primary Care may consider my refund unimportant, but as one of their patients, as a mother of two children, and as a working U.Scitizen the refund could have been used in times of need for transportation, groceries, or other goods and services