State Employees Association of North Carolina, Inc.

Seanc has taken $7 since Sept 2013 for services that I have NEVER used. Everytime I call Im told to speak with [redacted] who NEVER calls me backAugust of 2013 seanc sent members to my job [redacted] They explained all of the perks of being a member therefore, I enrolled. I was also interested and enrolled in their medical benefits. Once I received my first check for the school year I saw that seanc had taken out $7. I called seanc to understand why money is being deducted from my check and they told me, "because you've signed up for medical benefits there's a membership fee." November I attempted to use my vision benefits just to be denied service b/c, "You ([redacted]) aren't listed as a member of [redacted] Embarrassed and frustrated I had to wait until Monday to contact Seanc and explain to them what happened. [redacted] made me aware when I called her that even though I had not made any payments to [redacted] that I should still be able to use it and reminded me to send a payment in ASAP she said me being denied was a mistake. I tried again to used the benefits just to be denied so I asked [redacted] to cancel my services which she said that she will do only to find out that money was STILL being taken out of my check. I've called numerous of times to get help only to be redirected to Ms. [redacted]'s extension and get her voicemail. I have left my name, telephone number and issue every single time. Money has been withdrawn this whole school year! I've been promised help and NEVER received it only when I spoke to a woman last week who cancelled my membership for me. Please help me Revdex.com. I've left my name, telephone number and issue with [redacted] who has not returned my phone calls and messages since I last spoke with her back in November of 2013.Desired SettlementI want to refunded of the money for services I NEVER used.Business Response Contact Name and Title: [redacted], Gen Co.Contact Phone: XXX-XXX-XXXXContact Email: [redacted]@seanc.orgSEANC has no record of ever receiving a Revdex.com complaint concerning [redacted] until it received Revdex.com's July 21, 2014, e-mail. We have taken immediate steps to investigate and attempt to resolve Ms. [redacted]'s concerns, as follows:[redacted], SEANC Director of Member Benefits, first became made aware of Ms. [redacted]'s situation and complaint on July 21, 2014. Ms. [redacted] immediately contacted Ms. [redacted] to determine the details of her complaint and discuss a resolution. In speaking with Ms. [redacted], several things were discovered: 1. Ms. [redacted] had never left a voicemail message for [redacted]. Instead, she had left them with the three members of Ms. [redacted]'s insurance program staff who handle the day-to-day inquires regarding insurance. 2. SEANC's insurance staff had spoken with Ms. [redacted] on several occasions and had had made a record of those calls through notes to her file. Ms. [redacted] may have mistakenly thought she had been talking to Ms. [redacted] on those occasions. 3. The deductions from Ms. [redacted]'s paychecks were not for insurance premiums, but for her SEANC membership dues.4. SEANC insurance plan staff notes indicate that Ms. [redacted] did not inform anyone that she had attempted to utilize her vision insurance and was informed by her dentist that she didn't have coverage. Had SEANC insurance staff or [redacted] been made aware of that occurrence, they would have made the appropriate calls to the insurance provider to assure that her eligibility status was corrected. 5. Also, the SEANC insurance staff notes do not reflect that Ms. [redacted] ever asked to cancel her insurance or membership.Ms. [redacted] was employed by a county school system which had agreed to payroll deduct SEANC membership dues but not SEANC insurance premiums. Ms. [redacted] was being sent invoices for her insurance premiums. Our records show that Ms. [redacted] never made a single insurance premium payment despite being invoiced every month. During her conversation with Ms. [redacted] on July 21, Ms. [redacted] indicated she didn't pay the premiums because she felt that she couldn't utilize the vision plan. SEANC did not cancel the vision insurance for nonpayment until January 2014, even though Ms. [redacted] had signed up for the vision insurance in September 2013 and had been invoiced and failed to pay premiums in October, November and December 2013. In review, [redacted] didn't return any calls as there were no messages in her voicemail from Ms. [redacted] to return. Ms. [redacted] documents her voicemail messages and returns all calls to members promptly, thus this complaint came as a surprise to her.In the July 21, 2014, phone conversation, Ms. [redacted] asked Ms. [redacted] what could be done to resolve her issue, to which she responded she wanted a refund of her dues. Ms. [redacted] then referred Ms. [redacted] to the SEANC Member Action Department, which handles dues issues. The Member Action Department cancelled Ms. [redacted]'s membership at her request and took steps to assure that no further dues deductions will be made from her paycheck. However, that department also informed Ms. [redacted] that the membership application form signed and submitted to SEANC by her states that dues are not refundable, and that SEANC stands by that provision. Thus, no dues have been refunded to Ms. [redacted].Ms. [redacted] and SEANC acknowledge that customer service is a priority. Thus, Ms. [redacted] apologized to Ms. [redacted] on behalf of her department and SEANC. [redacted] will be working with the receptionist and her staff to assure that excellent customer service is being provided to all members.