SSC Disability Services

Review: I selected Freedom Disability to represent me in getting my disability, working with them to handle this matter has been nothing but a disaster, they want return your calls, they don't update your information in the systems so each time you call you have to tell them whom you are, they continual to put you though voice mail, I was sent to my hearing with a attorney that had no knowledge of my case that done anything that stood out to me that she was fighting for me; I saw no effort are force that this person came to represent me, I fell like she was against me and working for social security .When everything was said and done she was not going to inform me of the next step to take , I stopped and waited for her and asked her want to do? Her answers was very fade with no concerns and blunt. After I received the denied letter I called her, Freedom Disability several times to inform them of the of the situation. They continue to mislead me ,referred me to another attorney whom told me he could not help me. I call asked for a supervisor so that I could get answers or put in the right direction, but they start leaving me on hold a long time, sending me to voice mail, hanging the phone up in my face once I said whom I was. When I did get the attorney they had working on my case I asked her do they handle appeals? She told me no I asks her to send me a with drawl letter so that I could get someone that does, she refuse to do so, and at this time I have not received it yet so I have no one to represent me in my appeals case. The time has expired because she refuse to handle the issue in a professional way. She became bitter and rude to me when I asked her for the letter, I asked her when and what time she would put the letter in the mail? She was snapping at me and kept saying I'll put in there. This all occurred on 02-07-2014.I worry about my case and feel that this could have been handle a lot better than it was.Desired Settlement: If it was some law they should be held accountable for misconduct and unprofessionalism, failing to stand their grounds in supporting the clients that they choose to represent. If there is a settlement I deserve to get it,$6000.00 This company has cause me to become more stressed out trying to reach them, trying to reach the attorney and they fail to help me. I feel like giving up,So worried I can't eat, sleep, they have caused much; much more stress in my life. I don't know what to do.

Business

Response:

We are in receipt of the customer’s complaint and have conducted a thorough review of her file. We would like to inform the customer that we have honored her request for withdrawal of representation and waiver of any and all rights to a fee should she ultimately be awarded benefits. She will receive this notice by Federal Express no later than March 28, 2014.

Review: I agreed to let freedom disability handle my social security disability case.They took me through 2 denials from ss,then requested a court hearing from the determination board.I have not been able to get in touch with my "advocate" at freedom disability since January.I've called over 20 times & all I get is an answering machine.I leave a message but never get a reply.Now I just don't know what to do.My advocate is [redacted] ###-###-####.Desired Settlement: Find out why They are not following up with my case after working with me for over a year

Review: Unfortunately I writing this because of terrible and deceptive work freedom does with clients. I'm not going to say her name but my agent assigned to my case never returned my calls not to mention I can't get anybody higher up to return my calls. For two months never heard anything from them. Finally get a call out of the blue and she tells me she filed a claim. I tell her that I don't need her help anymore because I went down to [redacted] myself and filed disability myself and don't need your services any more because you've done nothing. She says she was sorry but she was a new agent assigned to my case. I tell her that I was sent forms that wanted me to get my doctor to sign how disable I was and what kind of treatment I was getting. I felt very uncomfortable and my doctor wouldn't sign. She tells me that they never ask clients to take forms to there doctor and she was sorry the previous agent asked me to do that. The phone call didn't go well after that and ended. I tried to call the next day and the only way I got a hold of someone was to say I was from a [redacted] agency and with [redacted] I told the person sorry and please connect me with my new agent he connected me and guess what she was the same agent I was first assigned as far as I'm concerned she lied about being my new case worker. This company will do anything to harass you, there not professional and have employees that will do and say anything to make a buck. BEWARE.Desired Settlement: Because of deceptive and unprofessional work practices please drop my application and do not have my case worker call me again

Business

Response:

We have received the customer’s complaint and would like to note that we have also received a written request from the customer asking us to withdraw from his case and discontinue any contact.

Review: I was recommended to this company from a friend which has proven to be a very bad mistake. If you are a person like me who has mental illness to begin with being miss treated and abused by a corporation is one thing that spikes my anxiety level and causes me to be in a unhealthy situation as well.Starting out as a client I felt under appreciated as though I was in some kind of competition. The lady who took my intake her name was [redacted] she was snobbish and rude and I felt as though I had to walk on egg shells to get anywhere. Then she Directed me to a advocate name [redacted] who lacked many professional abilities to satisfy all area's of working with me as a customer.1. When [redacted] filed for an administrative hearing for my SSD she never sent me any document in the mail showing she had done so. 2. I would phone her and would not receive a call back in a timely manner, it might take a week to get back to me. 3. I would never get a phone call as a courtesy to see how my case was going and if I needed any assistance. 4. When speaking to [redacted] she had no compassion and was abusive to me. She neglected to give me the proper information I needed and when she was fired I talked to her manager [redacted] at Ex # 7457 because I was not told why I was no longer speaking to [redacted] and why all of a sudden I was re directed to a women named [redacted] at Ex # 7306. The dysfunctionality and professionalism is over the top bad. I could not be a client of [redacted] after all I have been through with Freedom Disability. This business is very un organised and I received letters from a [redacted] who I have never talked too before but now that I wanted to close my case I get a letter from him. I felt as though I was being bullied and abused yes a Disabled person even. I am going to report this to Social Security also. Go figure I phoned [redacted] and [redacted] yesterday and today and cannot get through to them in there regular working hours once again I did not get a call back within 24 hours. Good Luck!Desired Settlement: I would feel validated if [redacted], a disability advocate would release all interests and fees associated with my past case and notify me in doing so. I would be able to move forward without looking back and not speak of this problem again. Thank You!

Consumer

Response:

Hello I wanted to inform the Revdex.com of CT that my request was granted from Freedom Disability today thankfully. I got a resolving phone call today from [redacted] at Freedom she told me she spoke to her supervisor and she was able to waive the fee for dissatisfied services. So I feel very satisfied about the out come and will receive a letter from Freedom shortly for conformation. Thank you for your help.

Business

Response:

We are pleased that we were able to successfully resolve this issue with the customer. Please find attached, documentation of the notice we sent to the Social Security Administration waiving our right to any and all fees.

Thank you,

Review: I found this companies service to be very incompetent. After months and months of filling out forms and playing the waiting game, they kept losing information that had already been provided to them. They kept changing people that were handling my case. Then after becoming very frustrated with their poor service I emailed them and told them I wanted to drop my case. The one doing my case told me to just hang on that we were very close to getting approval and sent me a bunch more paperwork to fill out. Then a few days later I got a phone call from [redacted] disability informing me that they had a meeting on my case and determined I was trying to fraud the government. They were basically calling me a crook which I did not appreciate one bit. They were the incompetent ones that put down the wrong year wages were earned which was 2012 and not 2013, so they informed me they were dropping my case. Do you think if I was trying to fraud the government they would have seen that or did some checks to make sure things were right before making me wait 6 months to tell me this. Now I need to go in person to this government agency to see what kind of trouble these is have gotten me into. I am an honest person and I am not trying to fraud anyone. I have become disabled from an unhealthy work environment and I am just trying to get help.Desired Settlement: Your incompetence in filling out my paperwork properly and making me feel like like I am trying to fraud the government has made me more than upset. Now you dump me and make me feel like I am some sort of crook. What kind of operation are you running in [redacted]? Your service was poor and nobody knew what the hell they were doing. If you try calling me I will hang up on you. You need to own up that mistakes were made in my case that is going to cause me major problems.

Business

Response:

We have received the customer’s complaint and have conducted a thorough review of his file. Upon completing the review we contacted to customer to gain a better understanding of his concerns and clarify information provided to us in an email pertaining to current work activity.

After speaking with the customer it became apparent that an unfortunate miscommunication had occurred due to a typographical error in the email transmission received from the customer. As a result of the misunderstanding action was taken by [redacted] to end our representation of the customer. We apologized to the customer for the misunderstanding and we accept responsibility for our failure to be more diligent in clarifying the error. The customer has agreed we will continue to represent him in his claim for benefits and we are confident he will receive the level of service to which he is entitled. We look forward to helping the customer obtain the benefits he deserves.

Respectfully submitted,

Consumer

Response:

The company called me and we resolved this issue. thank you

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Sincerely,

Review: [redacted] destroyed my chances to win my SSI and disability case. Due to there lack of presenting all my ailments and showing evidence that was available in my file. They kept passing blame off to one another for the mix-up. I never met the attorney before the hearing and only spoke to him briefly the night before the hearing. They had my case over two years and when it came time to send back an response I wasn't notified of the response or able to have a say in what the response would be. I spoke to several higher ups who all had different excuses for the workers mistakes. Well the result of this shoddy company was my decision was UNFAVORABLE. I spoke to a manager who informed me that their Appeal Board would look at it and let me know in thirty days if they would appeal my case. A week later I speak to the case manager and she claims its up to the lawyer to determine if gets appealed or not.Someone obviously is confused. I speak to the lawyer he tells me he only appeals cases that he can definitely win, and they have limited resources when it comes to appeals and he's not willing to risk losing this one. The judges ruling clearly states there wasn't enough evidence of my complaints and injuries which were able to be obtained if [redacted] did there homework and were the experts they claim to be. THEY SHOULD BE MADE TO APPEAL ON MY BEHALF FOR DAMAGING MY CHANCES TO RECEIVE BENEFITS AND NOW I HAVE TO APPEAL....Desired Settlement: THEY SHOULD BE RESPONSIBLE FOR FILING AND HANDLING MY APPEAL SINCE THEIR AT FAULT FOR THE RESULTS BEING WHAT THEY ARE WHEN THEY DIDN'T GET ALL THE EVIDENCE AND PROOF OF MY CONDITIONS AND INJURIES AND ONLY GAVE THE LAWYER MINIMAL PAPERWORK TO WORK WITH. ALEX THE ATTORNEY EVEN SHARED WITH ME HE WASN'T PREPARED AND MORE PROOF SHOULD'VE BEEN USED AND NOT IF HE WAS IN THE STATE AS FREEDOM DISABILTY HE WOULD'VE BEEN MORE PREPARED. ALSO THEY NEED TO ALL BE ON ONE ACCORD WHEN IT COMES TO RESPONDING.

Business

Response:

We have reviewed the customers complaint and her desired resolution that [redacted] handle her appeal. We would like to notify the customer that we will be happy to handle her appeal and will reassign her case to one of our most senior and experienced attorneys for the filing of her appeal. The senior attorney will reach out to her within 48 hours to conduct a thorough evaluation and assessment to begin immediate preparation for her appeal. Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Sincerely,

[redacted] I was contacted on friday with a verbal agreement to continue with the appeal until im rewarded my disability. No further contact since then...

Review: First had to change advocates due to non communication as promised (check my files for his name ) we were mislead about contacting us before medical exams non responsive to inquires and vary combative we realized at this point he wanted us to fail all exams so he could received higher compensation and was not happy when I received 70% first go around now I had to fire him through [redacted] and received new advocate who was extremely caring and reassuring us that she will contacted us any time we called. [redacted] told us we could settle in 30 days with a nexus letter witch we provided in the first week of August. Advocate stopped returning our calls after submitting information to the [redacted] I've had a heart attack and issues with sever pain in two of my teeth ** will not rectified til after I received [redacted] or a 100% disabled.My wife and I will now have to be homeless due to medical expenses witch the ** is aware of from us not advocate!!Now we have this information to place in my file but we contacted my advocate at least 20 times and now she's not returning my calls. I am feed up with this company I pay you to stand up for me and my wife had been turning all information to the ** when we filled a hardship witch we were approved for in February 2014 and other information I fell like you have misrepresented your selves as true advocates for [redacted] I fell I should not have or any other [redacted] should have to pay for services rendered from your company. I will summit other complaints to other Military organizations about the way your services actually handle cases I am vary disappointed in the serviced I have received. I hope you can change the way your advocates handle further case and a heart and respect for the Veterans who served this great country you and they live in. Have a good day sir!!!!!I amDesired Settlement: release your company from representing me so I can find out myself where my case is standing.........

Business

Response:

This

veteran used to be assigned to one of our accredited agents and accused him of

not being attentive enough to his case and was therefore reassigned to another

agent. The relationship started well with most of the communication being with

his wife, [redacted]. The new agent was able to address a dependency issue

immediately upon taking over representation. Beyond that, the primary claim

that the veteran has pending is for individual unemployability. The new agent

assisted the veteran with obtaining a nexus statement for his unemployability

by speaking with his mental health care provider directly. That has since been

submitted to the ** in addition to supplemental arguments further establishing

his entitlement. The new agent had frequently been in contact with the veteran

and his wife regarding his current symptoms and potential for inpatient

treatment. During this period of time [redacted] became increasingly

frustrated that the ** had not yet rendered a decision and profusely called the

toll free number for the ** requesting an update. During these calls the

veteran received a variety of misinformation from the representative that he

spoke with at the **.

The

new agent would speak to [redacted] regularly after these calls to talk him

down again and again. Advising him not to call the number because the person he

would get on the phone would have less information than the new agent and that

we would be notified when a decision was made. He ignored this and continued to

call the **. Not long ago [redacted] began leaving the agent harassing voicemails

threatening to report the agent to a number of agencies because the agent was

not adequately represented him due to the fact that he should have received a

decision “years ago”. The agent does not agree with his opinion, but is aware

that he is severely disabled and chalked his behavior up to that and had chosen

to continue to represent him. The agent believes he is entitled to these

benefits and that his actions are manifestation of his condition.

After

a conversation held today the agent and [redacted] have agreed on a

solution: The agent will revoke her

Power of Attorney and [redacted] will seek other representation.

Respectfully,

[redacted] | [redacted]

Office:

###-###-#### x[redacted]

Fax:

###-###-####

"[redacted] is a professional advocacy group that delivers the most in disability benefits

because

[redacted] dedicates all the time necessary for the advocate to fully develop the

veteran’s appeal.”

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Sincerely,

Review: I sought this company in December 2011 to help me to obtain my disability. They said that there would be no out of pocket fees that all fees would come directly from SSA. When my case was resolved in December 2012, SSA sent me information stating that they were holding $6000.00 aside for this company. Well upon completion, the person who I was in contact with and who actually helped me with the case received her fee according to SSA notice. SSA also indicated that another name that was on the case whom I never had any personal or verbal contact with. In actuality I don't even know this person. This individuals name was one of many on the application I signed. Anyway, SSA said that this named person never submitted her paperwork. I find that strange that one did and received her fee and another(whom I have no idea of) did not. Anyway, months after the case was completed I received two bill from Freedom Disability, one for $3000.00, and one for $364.00(appx.) All throughout the case I asked if there were out of pocket fees. I was told "no" that SSA would take care of it, which they did. SSA did their job and set the money aside. I saw the notice they sent me. My problem is that they are billing me for something I was never responsible for. I feel like I am being fleeced, scammed. This is not what they advertised and I find this quite upsetting, and most disturbing. Why didn't they take care of the paper work with SSA as they should have. They had nearly two years to do so, the person who actually worked on my case took care of her paperwork. That's why this whole thing sounds "shady". Then they sent me a bill for $364.00(appx) for so called medical records and personal expenses. This is odd because the hospital would not release the records to them. I had to personally go down "twice" to get those records. No one reimbursed me. Again, they stated in the contract that this would be done by them.

Product_Or_Service: Advocacy

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would this False bill to be dissolved, because they are trying to get something out of me that was never my responsibility. Then I asked upfront and toward the end would there be fees and both times they said "no". Now they seem to be trying to get "Extra Money" from me as well as SSA for person who is a "mystery". This is a company that is trying to take advantage of a persons "disadvantage" for PROFIT.

Business

Response:

Business Response /* (1000, 5, 2013/04/05) */

We have received the complaint made against our company regarding a fee that the customer feels was a hidden fee. Social Security made an error in the processing of this customers fee payment and we certainly understand her confusion. A little background will be helpful in explaining what has occurred with this customer's fee. The customer signed a fee agreement with Freedom Disability that sates the following:

If I win at any administrative level after the date of this agreement, I agree that the Representative's fee will the lesser of twenty-five percent (25% of all past due benefits awarded to me and my family, or the dollar amount established pursuant to sections 206(a)(2)A)(ii)(ll) and 1632(d)(2)(A) of the Social Security Act at the time a favorable decision is rendered, whichever is less ($6,000.00 effective 6/22/09).

Freedom Disability represented this customer starting with her initial claim for benefits and appealing up thorough the hearing level and ultimately prevailed and obtaining full benefits for this customer. She received $44,000 in past due benefits. Since 25% of her past due amount would be approximately $11,000 we could only receive $6,000 according to the guidelines established by Federal Law. Confusing the situation further there are multiple representatives who work on a single case and consequently all sign the fee agreement. When the case is won the fee is sent to the representatives and shared. In this particular case [redacted] oversaw the work done on the customer's initial and reconsideration claims by her advocate [redacted].

[redacted] has been registered with the Social Security Administration and eligible to receive direct fee since 2006. She actively receives fee payments from Social Security on a regular basis. In this particular situation Social Security mistakenly told the customer that [redacted] is not registered with the Social Security Administrative for direct fee payment so they released [redacted]'s have of the fee to the customer telling her the payment of this fee is a matter between herself and [redacted]. Below is the explanation that SSA provided in a notice to the Customer.

Your appointed non-attorney [redacted] and non-attorney [redacted] from the same firm. When Social Security Administration authorizes multiple representative to share the fee based on an approved fee agreement, the fee is divided by the number of representatives who request and are eligible for the direct fee payment share the assessment equally. Representative who are ineligible for direct fee payment or who waive their fee are not assess a user fee. We are paying non-attorney [redacted]' share of the approved fee. Although [redacted] is a representative, she did not register for direct payment before we completed our work on your claim. For that reason we released her share of the approved fee to you. Therefore, the Social Security Administration is not involved in paying [redacted]'s fee. This is a matter between you and [redacted].

As Social Security made an error and released the fee to the claimant we have no other recourse but to collect the fee directly from her. We are not attempting to collect anything other than the fee we have been authorized to receive according to Federal Law. We understand that the payment may be difficult and have offered the customer a 15% discount. We are truly sorry for all of the confusion caused by this situation.

Consumer Response /* (3000, 7, 2013/04/08) */

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

SSA did not make an error. SSA said the above company did not submit the necessary documentations. I don't see how one person received their settlement. I have no idea who the other person was. I only dealt with one and I never dealt with the name they mentioned. I still feel that they are attempting to fleece me. This was contradictory to what they said. It was their responsibility to take the fee directly from SSA, as agreed upon. They had two years and I don't see how they could claim that SSA made a mistake when one person received. They had more then ample time to contact SSA. I believe that they are attempting to receive more money then they deserve, and they are making false statements. I have no idea who Ms. [redacted] is, I never dealt with her on any occasion. As I stated her name was on documents along with over 20 other names. They lied to me regarding this fee. I do not agree with their stamen nor do I accept it. Why did they wait to the "last minute". That is suspect. Why didn't they contact SSA "earlier" or check their paperwork when they noticed the "so called error". Why did one persons paperwork go through and not the other. All of this is suspect and down right low on their part. I am being fleeced and I can't see it any other way because they are trying to hold me up for a mistake they should have been on top of . I continuously asked them if their would be a fee out of pocket on my part, they continuously said no, no, no, that SSA would take care of it. SSA did their part by holding aside the $6000 for them, they did not take care of their paper work. Now they are trying to get money from me that I do not have, and I did not get $44,000 as they said. SSA did not tell me that [redacted] was not registered, they said the paperwork was not submitted. There is too many "strange" stories and I am very disappointed in the ethics of this company. I thought they were honest.

Consumer Response /* (-5, 9, 2013/04/08) */

In rereading what Freedom Disability quoted regarding an award of $44,000 which I never received, and something about $11,000 which I never heard of. When I spoke to a SSA Rep. she did not see anything in her computer about a $44,000 award. I asked. What disturbs me is that my dispute is about the $3000 they claim I owe them. The fact that they saw fit to divulge my entire case to Revdex.com as they were the company that represented me is a breech of the confidentiality of my case. This shows their lack of ethics and professionalism. Their comments should have been limited to the $3000 that I limited myself too. Not only did they lay out my case but they mentioned the Award amounts that they may have or may not have received from SSA. I myself never received this information and if they received this they never notified me of these details. They have shown that they are not above lying to cover up their dysfunction and incompetence. When a representative from Freedom Disability wrote me she said that if they did not receive the money "in whole" within 15 days that they would call SSA and have them to withhold the money for them. A week after that this same representative telephoned me and I mentioned this to her and her reply was "SSA would not do that", which means that they deliberately "lied" to me. Why? If they lied about something like that then they are lying about their incompetence in claiming what was held aside for them by SSA. Freedom Disability "misrepresented themselves" when they said that the money would come directly from SSA. No one every told me that they would charge me for their incompetence, and then tack on another bill for "so called" medical records they "claimed" they got. I recall them also asking me to go down to the hospital to get medical records. I expected them to go by what was said and explained to me, but they did not. They have not only breeched confidential materials of my case but they lied and they are attempting to get money that they know they should of filed the paperwork to get, as the representative who actually handled my case did. I see she received her $3000. I find the ethics of this company to be questionable. If I had known up front how they would try to squeeze more money out of me I would never have used them. This is very similar to a "switch and bait". Retailers say one thing to get your business then when they have it they switch it up and you wind up owing what they said you would owe.

Business Response /* (4000, 11, 2013/04/23) */

In response to the customer's rebuttal a copies of the signed appointment of representative forms are being included in this response as well as a copy of the signed fee agreement and the Notice of Award from the Social Security Administration.

As stated in our initial response, the customer appointed [redacted] as her representative at the initial and reconsideration levels. [redacted] oversaw the work performed by the initial and reconsideration advocate, [redacted]. When the customer's case progressed to the hearing level, the case was reassigned to a Hearing level advocate to develop and prepare the case for hearing. At that point a second appointment of representative form naming [redacted] as representative was signed by the customer (attached). As Social Security indicates in the Award Notice sent to the customer, when two or more representatives from one company work on the same case the fee is split among the representatives. In this instance there were only two representatives appointed to the customer's case: [redacted] and [redacted]. Both of these representatives were registered to receive direct pay from the Social Security Administration long before we began to represent this customer.

In this particular case the SSA did in fact make an error when they said that [redacted] did not register for direct payment. She has been registered and in good standing, receiving direct payment for several years. This was a human error made by the Social Security Administration. The SSA is a huge bureaucratic administration and to think that errors are never made is erroneous.

Since [redacted] is and was in fact registered with the SSA for direct payment what should have occurred is the fee ($6,000) should have been split and sent directly to the two representatives at Freedom Disability. Because of the error only one half of the fee (minus the SSA processing charge) was paid directly to Freedom Disability by the SSA. Because the SSA mistakenly thought [redacted] was not registered they released the other half of the fee to the customer and told her the matter should be resolved between herself and [redacted]. Therefore, a bill was sent to the customer for remaining half of the fee owed, $3,000. Knowing that it may have been difficult to pay the entire fee the customer was offered a 15% discount, resulting in a settlement offer of $2,550.00

Attached is the fee agreement signed by the customer when we began to represent her in November, XXXXX. The fee agreement reads:

If I win at any administrative level after the date of this agreement, I agree that the Representative's fee will be the lesser of twenty-five percent (25% of all past due benefits awarded to me and my family, or the dollar amount established pursuant to sections 206(a)(2)A(ii)(ll) and 1632(d)(2)(A) of the Social Security Act at the time a favorable decision is rendered, whichever is less ($6,000.00 effective 6/22/09).

The customer's total past due benefits was $44,731.00 (see attached award notice from SSA) therefore the amount due to the representatives at Freedom Disability is the lesser amount of $6,000.00. The entire amount should have been deducted by the SSA and sent directly to the two representatives at Freedom Disability but due to the human error only one half of the fee was paid directly and the other half was sent to the customer. Therefore the customer received $3,000 more than she would have received had SSA not made this error. We are not asking for more than the fee approved by Federal law and which the customer agreed to pay. In fact, with the 15% discount offered we are requesting less.

It is unfortunate that this error was made and it is even more unfortunate that after representing the customer for more than two years and obtaining benefits on her behalf that she now feels she is being "fleeced" by our company. We understand that it may be difficult to pay the remainder of the fee owed all at one time and would be willing to work out a reasonable payment plan with the customer.

Review: I began an application in July 2012 with Freedom Disability. I was denied and told by my then representative [redacted] than she would file an appeal on my behalf and that [redacted] would become my advocate. I have never spoken with [redacted] despite calling her 6 times and leaving messages. Today is August 13, 2014 and I have again left two messages with her and finally electronically informed of the companies business hours and that the office was closed. Since my last conversation with [redacted], I have been formally diagnosed and am being treated for an illness that my physician believes qualifies for Compassionate Allowance. I continue to see the same hospital where the majority of my medical records are. I will be contacting an attorney next week (August 18-22,2014) if I do not hear from [redacted] and her supervisor.Desired Settlement: Call and lets keep this ball moving efficiently and productively. I am no longer trusting of your organizations ability to complete this action on my behalf. Please have [redacted] supervisor call me @###-###-#### if we are to move forward.

Business

Response:

Upon receiving and reviewing the customer’s complaint we immediately brought the matter to the attention of the employee’s manager who reviewed the file and contacted the customer directly. After gaining an understanding of the situation the manager immediately reassigned the file to a new advocate who began working diligently with the customer. Our goal is to expedite the customer’s claim in light of her recent diagnosis indicating a compassionate allowance is appropriate. At present they are working together to expedite the obtaining of the medical records necessary for the required documentation.

We are closely monitoring the activity being taken to expedite this claim and we expect to be able to push the case forward as a compassionate allowance as soon as the required medical documentation is received. We sincerely apologize for the unfortunate experience the customer had with the previous advocate but trust that her needs are being met and she is receiving the attention she deserves at this time and going forward.