SureBridge

Complaint: ***
I am rejecting this response because:
Regards,
*** ***

We apologize if our original response wasn’t clearIn hopes to further clarify I’ve attached a copy of the letter Mr*** is referencing in his complaintYou’ll see that this letter is dated September 15, and was mailed following Mrs***’s call that same dayI’ve also attached a copy of our letter confirming the cancellation of his insurance plans which was mailed following Mr***’s call to our office the following day, September 16,
We feel this was nothing more than a simple timing issueWe found that the billing change letter was sent before Mr*** contacted our office to cancel his coverage; therefore, the billing change letter was received before the cancellation confirmation letter
We again apologize for any misunderstanding or inconvenience and hope this response and attachments better explains our position and the events that occurred
Sincerely,
*** *** *** *** ***

The Chesapeake Life Insurance Company
("Chesapeake") is in receipt of your April 23, correspondence
regarding the above referenced fileThank you for the opportunity to assist in
this matter.Our records indicate *** and
*** *** applied for an individual supplemental
VisionInsurance Policy (Premiere Vision
Plan), Accident Direct Policy (Accidental Injury Only InsurancePolicy),
Cancer Wise (Cancer Benefit Policy) and Critical Illness Direct Policy
(SpecifiedDisease/Condition and Major Organ Transplant
Policy) on March 16, 2017, The Premiere Vision and Accident Direct policies
became effective on March 17, We were unable to issue coverage for the
CancerWise and Critical Illness policies as these cannot be sold together
There was not any money collected for these policiesThe agent of record was
*** *** who was appointed with Chesapeake in the state of Indiana at the
time of applicationMr*** states after applying for the Chesapeake insurance
coverage he decided to cancel itHe states that he contacted his agent and was
told the cancellation would be taken care of, however, that Chesapeake
continued to draft his account.In an effort to
obtain additional information, we contacted the agenti *** ***Mr***
states that Mr*** advised him that he received a verification call from
Chesapeake once the policies were issued and that he cancelled his policies
over the phone at that timeMr*** states Mr*** contacted him a couple
of days later wanting to make sure his policies were cancelled and advised him
that he wrote a letter to Chesapeake just to make sure the policies would be
cancelled Mr*** advised us Mr***
did not contact him requesting to cancel his insurance, he contacted him to
tell him that he had already cancelled his insuranceMr*** states he was
unaware there were any issued until Mr*** celled him on April 22, and
told him he was still being charged by Chesapeake, Mr*** states he advised
Mr*** that he would call Chesapeake on Monday morning, April 24, 2017, to
see what he could do to assistMr***HealthMarkets,
Inc, is a holding company that includes insurance subsidiaries The Chesapeake
Life Insurance Companyæ and Mid-West National Life Insurance Company
of TennesseeSM, and a subsidiary d stribution company HealthMarkets
Insurance Agency, the dib/a or assumed name of Insphere Insurance
Solutions, Inc., which is licensed as an insurance agency in a states and
the District of Columbiavadvised us that he contacted Chesapeake on Monday April 24,
and was advised they had no record of a request to cancel (either verbal or
written) from Mr***Mr*** states that he explained to Chesapeake that
Mr*** wanted his policies cancelled back to the effective date and that
Chesapeake agreed to cancel the policies and issue a full refund in the amount
of $Mr*** states he called Mr*** to let him know the policies
would be cancelled and that a refund would be issuedChesapeake confirmed that there was no record
of a cancellation until Mr*** contacted them on April 24, They
confirmed all policies have been cancelled and that two refund checks, in the
amounts of and (for a total of $54.20) were issued to Mr*** on
May 2,

Thank you for your recent inquiry regarding Ms*** ***We offer the following information inresponse to Ms***’s complaintA review of our records indicate that on November 14, 2016, Ms.*** contacted The Chesapeake Life Insurance Company (“Chesapeake”) and stated that she did
notrequest cancellation of her Vision Policy and Dental PolicyDuring the November 14, call, Ms***requested information regarding billing options.Due to the confusion regarding Ms***’s policies and in an effort to resolve the matter, Chesapeakewill contact Ms*** directly on Monday December 19, to resolve the matter.Please feel free to contact me at *** if you have questions or needany additional information

Ms*** received her refund via fed ex on June 17, and spoke to Manager *** *** on June 16, and was told the check had been issued and sent out the same day

Complaint: ***
I am rejecting this response because: a representative told me on Monday that a stop payment was put through cause I informed her my address is wrong she told me that the funds she be put I should recieve the funds back to card by Friday march now I'm being told that I have to wait for the check to stop and then I'll get my funds My refund should be issued to my credit card for 693$ not 630$ How long does it take to stop a check ?how long will it be before I get my funds? can it be expedited?
Regards,
*** ***

Complaint: ***
We are rejecting this response because:While *** *** did call on Dec27th @ 6:PM, the comments and dates and statements on the response letter submitted by Chesapeake are incorrect, in fact they are false. During the brief conversation with Ms ***, she apologized for the issues we experienced and stated that the policies would be cancelled and they were processing the refund on the dental $and would be mailing a check. We would note that we have heard this from Chesapeake before and they failed to do what they said they would do so we are skeptical. We advised Ms *** that we would need written confirmation of her statements before we would close the matter. We advised Ms *** that and electronic confirmation would be acceptable and confirmed our e-mail addy. As of this response to Revdex.com we haven't received any confirmation .As such we request that the matter remain open until such time and we received both confirmation and the refund of $
Regards,
*** * *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11107526, and have determined that while the final cancellation of account created under my wife and my own name, resolves my dispute,the fact that this company states that I "electronically signed application and authorization for credit card charge" is absolutely unacceptable, once I did never sign any document or authorization whatsoever,thus this company is being dishonest in their actions and response, justifying its agent's actions, when he applied and set my credit card information without my verbal, written or digital authorization

But I want to confirm that I directly and literally asked this company's agent not to submit any application for any supplemental plan, but for Covered California only,and regardless my precautionary measures telling this agent not to apply for such benefits but to send information for me to review, he willinglychose to submit such application I never requested nor authorized, showing how his behavior not only pushes and misleads people, but engage in illegal actions gathering credit card information, social security numbers and other confidential information fooling people stating that he does need such information in order to apply toCovered California, when in fact he does to get more people into the supplemental plans he represents.For this company to state that they have no control whatsoever about what their agents do should never mean that agents and companies would not hold full accountabilityfor their actions, since they involve people's sensible confidential information and financial obligationsNow I have learned from this shocking experience, to never trust companies/agents conducting business the way they have towards me.Here I attached one of the messages exchanged with this company's agentI have full record of messages exchanged to proof this company's fraudulent actions, and they are available for your review if you want them.***,
I literally asked you to send the information about this supplemental plan
for me to review and compare with the offers I got from companies associated
with my accounts with Citibank and credit union
I received messages stating you applied and application was already
approved for such policy, and I did not agreed with that at all, but exclusively
with
the Covered CA plan, and as already discussed, pending review of my
options, for me to decide if I wanted or not this supplemental plan you
offer
Please fix this situation ASAP since I did not agree nor authorized such
application, but agreed to receive necessary information to evaluate only

Complaint: ***
I am rejecting this response because:I can show bank statements to contridict their claims of non-payment
Regards,
*** ***

We are
writing in response to your March 11, inquiry regarding *** ***
We received an electronic
application on behalf of Mr*** for the above referenced policies on
November 7, Mr*** requested an effective date of November 15,
The policies
mailed to Mr***
included a Welcome Letter (copy enclosed) dated November 7, which informed
him that the total premium for all policies was $a month and would be
drafted monthly on the 15th of each monthThe letter also provided
contact information for our office
In December 2015, we received
notification of Mr***’s new mailing address from the U.SPostal
Service. We received written
confirmation of the address change from Mr*** on December 18,
We have no record of Mr***
contacting our office on December 14, 2015, February 6, 2016, or February 13,
It is company policy to provide a confirmation number for cancellation
requests received via telephoneAdditionally, written confirmation of the
cancellation is provided following a telephone request for cancellationIf Mr
*** has a confirmation number or the name of the individual he spoke to on
each date we will be happy to research this matter further
Our records show that Mr*** made
contact through our website on January 7, 2016, January 13, 2016, and February
2, 2016; however, none of these contacts requested cancellation of the above
policiesFor your convenience, copies of the requests received from Mr***
and our responses are enclosed
We received a written cancellation
request from Mr*** on February 22, At that time, we had already
drafted his bank account On February
23, 2016, we acknowledged his cancellation and advised the policies would be
canceled as of February 16, A
one-month refund was issued March 15,
Our office has no record of
deducting $a month from Mr***’s accountMr*** will need
to contact the company indicated on his bank statement regarding the $
monthly draft
We trust this answers any questions
you may haveIf we can be of further assistance please don’t hesitate to contact me at ###-###-####, ext***, or
at [email protected]

I contacted your business to cancel my policy the person I talked to went by the name of *** (there is no E-mail,after hour voicemail you have to call during 8:AM and 5:PM and stay on hold for extended amount of time) A week to two weeks later I get a letter saying that they have changed my billing frequency and did not cancel my policy What went wrong???

We wish to advise that Mrand Mrs*** have been informed of the status of their claim We continue to work directly with the *** concerning their claim Sincerely,*** ***The Chesapeake Life Insurance Company

The Chesapeake Life Insurance Company ("Chesapeake") is in receipt of your August 2, correspondence regarding the above referenced fileThank you for the opportunity to assist in this matterOur records indicate Ms*** applied for an individual supplemental Hospital Confinement
Indemnity Policy and Accidental Injury Only Insurance Policy with Chesapeake on February 13, According to our records we received a claim for an overnight hospital stay from what appeared to be e result of an accidentMs*** went to the emergency room on May 29, and stayed one night and was discharged on May 30, Additional information was requested, specifically a copy of the itemized billUpon receipt and review of the additional information the daily hospital confinement benefit of $was paid (claim ***) to Ms, ***, With regards to the Accident policy, benefits would be payable for either a to day hospital stay with surgery or a three or more day stayIn Mrs***'s case she did not have surgery nor was she confined for three or more dayst therefore, there would not be any eligible benefits payable under this policy, Claims have been processed according the provisions of the policyShould you have additional questions or concerns please contact me at ###-###-#### or via email at ***

Complaint: [redacted]
I am rejecting this response because:
NC Dept. of Insurance has been notified and is handling same.
Regards,
[redacted]

This is in response to your inquiry which was received in our office on January 28, 2016.   Thank you for the opportunity to assist you with this matter.First, it is important that we explain that our sales representatives are independent licensed insurance agents who are given the training and...

tools to provide our prospective customers with information regarding the products we offer, so our consumer's can make an informed decision in choosing coverage that best fits their needs.  Please understand that they are appointed to solicit Chesapeake’s insurance products, but may also solicit insurance for other insurance carriers not affiliated with Chesapeake.Second, we want to explain the plans referenced above are separate from and typically sold in conjunction with health insurance as they are designed to supplement the customer’s health insurance.  These plans pay lump-sum cash benefits directly to the customer for certain specific illnesses or injuries as listed in the Policy(ies).  The money can be used not only to pay deductibles, co-pays, or co-insurance, but rent/mortgage payments, car payments, or just everyday living expenses.The application was received on January 21, 2016 and the coverage was to go into effect on February 1, 2016 as requested on the application.We understand that there is no way for our office to fully know the extent of what was discussed between Mr. [redacted] and the agent; therefore, we rely on the electronically signed application as acknowledgement that Mr. [redacted] understood the coverage being applied for as well as the electronically signed Authorization for Credit Card or Debit Card Payments form as authorization to charge the designated MasterCard® credit card account for the initial and recurrent premium payment.A copy of each policy was sent to Mr. [redacted].To ensure the coverage met Mr. [redacted]’s insurance needs each policy provided a 10 day free-look period.  The first page of the policy asked that the customer to read the policy carefully.  The “10 Day Right to Examine The Policy” section states:It is important to Us that You understand and are satisfied with the coverage being provided to You.  If You are not satisfied that this coverage will meet Your insurance needs, You may return this Policy to Us at Our administrative office in North Richland Hills, Texas, within 10 days after You receive it.  Upon receipt, We will cancel Your coverage as of the Policy Date, refund all premiums You have paid.Mr. [redacted] contacted our office to cancel the supplemental coverage during the 10 day free-look period; therefore the supplemental plans have been cancelled and a full refund of the initial premium paid will be credited back to the designated MasterCard.In the “Customer’s Statement of the Problem” Mr. [redacted] expressed dissatisfaction with the agent and stated that he contacted the agent and requested the immediate cancellation of the policies but the agent refused.Again, it is important that we explain that our sales representatives are independent licensed insurance agents.  Once the application has been submitted the applications and policies are serviced by The Chesapeake Life Insurance Company’s Member Services Department.  The agent does not have the ability to cancel the application for the supplemental coverage or the supplemental policies on behalf of the customer.  However, we do not condone inconsiderate behavior from our field or home office representatives and we expect our representatives to use high levels of ethics when communicating with our customers.We realize that there is no way for our office to fully know the business transactions that take place in the field; however, be assured that Mr. [redacted]’s concerns are very important to us and are not taken lightly.  We appreciate his concerns being brought to our attention as it allows us an opportunity to further research this matter.  Please know that the feedback we receive from our customers provides us with valuable information that can be used for developmental and training purpose.  As a result, it can assist us in improving service to the customer.We sincerely apologize for any misunderstanding or inconvenience and we hope this letter provides more information regarding this matter. Should you have additional questions or concerns regarding this matter, you may contact me at ###-###-####, extension [redacted], or via email at [email protected].

This is in response Mrs. [redacted]’s complaint to your office which was filed on September 8, 2015. Thank you for the opportunity to assist you with this matter.
First, it is important that we explain that our sales representatives are independent licensed insurance agents who are given...

the training and tools to provide our prospective customers with information regarding the products we offer so the consumer can make an informed decision in choosing coverage that fits his or her needs. Please understand that they are appointed to solicit Chesapeake’s insurance products, but may also solicit insurance for other insurance carriers not affiliated with Chesapeake.
Second, we want to explain the plans referenced above are separate from and typically sold in conjunction with health insurance as they are designed to supplement the applicant’s health insurance. These plans pay a lump-sum cash benefit directly to the insured for certain specific illnesses or injuries as listed in their Policies. The money can be used not only to pay deductibles, co-pays, or co-insurance, but rent/mortgage payments, car payments, or just everyday living expenses.

Our records indicate an electronic application was submitted on Mrs. [redacted]’s behalf for the products referenced above on December 30, 2014 using our Voice Signature process through our recorded telesales system. We have reviewed the recording and determined the agent read aloud the application documents and disclosures. To verify Mrs. [redacted]’s identity during the Voice Signature process the agent collected and entered into the system the last 4 digits of her Social Security Number ([redacted]).
Additionally, upon approval of the application, an email was sent to the email address provided on the application (c.[redacted]) which informed Mrs. [redacted] that her application was approved, the initial premium was being processed and provided the phone number to our Supplemental Support Services Department should there have been any questions.
The application was received on December 30, 2014 and the coverage went into effect on February 1, 2015 as requested on the application.
We rely on the verbally signed application as acknowledgement that Mrs. [redacted] understood the coverage being applied for as well as the verbally signed Bank Authorization for Automatic Withdrawal form as authorization to debit the designated bank account for the initial and recurrent premium payment.
Mrs. [redacted] elected to receive certain documents related to her insurance policies electronically and on January 1, 2015 an email was sent to c.[redacted][email protected]. This email stated (in part):
You have selected to receive copies of your insurance documents electronically, which means you will not receive a printed copy of your policy, forms, or ID cards in the mail. Instead, your policy and information regarding all approved products and individuals, is available online on out secure member portal through your Personal Home Page.
The email went on to give instructions on accessing the member portal, setting up the Personal Home Page and viewing and printing the policies. Just under the instructions the email states:
We recommend that you download a copy of your policy for future reference. You may also request a mailed paper copy of your policy by calling us at 1-800-815-8535.
A follow-up email was sent to Mrs. [redacted] on January 28, 2015.
We have no way of knowing if Mrs. [redacted] opened or read the emails and downloaded and/or printed a copy of the policies. Furthermore, we did not receive a phone call from Ms. [redacted] requesting a paper copy of the policies; therefore, the policies were not sent by mail to her.
To ensure the coverage met your insurance needs the each policy provided you a 10 day free-look period. The first page of the policy asked that you read the policy carefully. The “10 Day Right to Examine The Policy” section states:
It is important to Us that You understand and are satisfied with the coverage being provided to You. If You are not satisfied that this coverage will meet Your insurance needs, You may return this Policy to Us at Our administrative office in North Richland Hills, Texas, within 10 days after You receive it. Upon receipt, We will cancel Your coverage as of the Policy Date, refund all premiums You have paid.
We did not receive any notification that the emails were undeliverable and did not receive any correspondence from her during the 10 day free-look period.
In her complaint Mrs. [redacted] requested “something from them where I gave them my account number.” As all calls between the agents and clients are recorded for quality and compliance purposes we were able to review the phone conversation between the agent Evan Gold with the Lighthouse Insurance Group and Mrs. [redacted]. We were able to ascertain that the agent asked Mrs. [redacted] if she was paying with a checking account, credit card or debit card and Mrs. [redacted] stated, “I can do a check by phone” and the agent asked, “you said a checking account?” and Mrs. [redacted] replied in the affirmative. Mrs. [redacted] then had to get a check from someone in the background because she was unable to locate her purse. She then provided the agent with her routing and checking number for her Public Federal Credit Union bank account.
Mr. and Mrs. [redacted]’s policies were cancelled as of July 1, 2015. A refund in the amount of $112.00 was issued to Mrs. [redacted] on August 10, 2015 under check number 70251450 and a refund in the amount of $295.76 was issued to Mr. Anthony [redacted] on the same date under check number 70251439. The total reimbursed amount of $407.76 is equal to the total premiums drafted for July and August.
Upon further review we found that the agent did not adequately explain to Mrs. [redacted] that the supplemental plans were separate from the health insurance and that the premiums would be paid separately; therefore, we have cancelled Mr. and Mrs. [redacted]’s supplemental plans back to the February 1, 2015 effective date and a full refund including the application fee will be sent to her under separate cover.
We sincerely apologize for any misunderstanding or inconvenience and we hope this letter provides you more information regarding this matter. Should you have additional questions or concerns regarding this matter, you may contact me at 1-888-883-4264, extension 3268, or via email at [email protected].

Sincerely,
Stephanie Jones, Investigator
Consumer Affairs Department
You may use this form or write/type your position on a separate sheet of paper. Indicate any action(s) you have taken to resolve this complaint. If you believe this complaint is without merit, please explain why. Return the form or response along with any additional documentation you wish to submit to the Revdex.com that will help us understand your position.
1. Has the consumer previously contacted you or someone in your business about the enclosed complaint?
Yes.
2. After reviewing the complaint, inidcate its current status in your response:
__X__ We have settled the complaint to the consumer's satisfaction
_____ We intend to settle the complaint (state date)
_____ We feel this complaint is unjustified
_____ None of the above fits this situation

The Chesapeake Life Insurance Company ("Chesapeake") is in receipt of your January 6, 2018 correspondence regarding the above referenced file. Thank you for the opportunity to assist in this matter.We reviewed Mrs. [redacted]'s file and do see where she celled on December I t 2017 to inquire about the...

current dental and vision coverage she had and options of adding her husband to the coverage. She indicated that she did not want to add him until January 2018, The customer service representative she spoke to advised her to call us back when she was ready to add her husband to the coverage Mrs. [redacted] did call back on January 3, 2018 and found out that the Basic Dental policy did not cover fillings and crowns and if she wanted this coverage she would have to upgrade to the Premiere Dental plan. Mrs. [redacted] decided to just cancel the coverage at that time because she could not afford to upgrade the coverage and add her husband The premium had already been collected on January 1, 2018 which paid the coverage to February1 , 2018. In effort to resolve this matter we are going to cancel Mrs, [redacted]'s coverage effective January 1 , 2018 and refund her the January premium. A check will be sent to her under separate cover.We regret and inconvenience Mrs, [redacted] may have been caused. Should you have additional questions or concerns please contact me at [redacted]

We wanted to follow up and let you that we reached out directly to Mr. [redacted] and advised him the following:My understanding is that you spoke to someone last Friday and they did confirm that your December initially went through; however, we received a subsequent transaction requesting the reversal of the 12/05/2017 payment. Our Accounting Department contacted Paymentech who confirmed the chargeback was put through on 1/3/2018 that the December payment was reversed back your credit card. We are not sure how long it will take for the reversal to show up on your credit card company’s end and are unable to track that since we no longer have the funds in our possession.   Mr. [redacted] said that he has still not seen the credit. Again these funds are no longer in our possession so we are not able to track them.

Please accept this as our response to the complaint filed with your office by Ms. [redacted].  Thank you for the opportunity to assist with this matter. In reviewing the complaint submitted by Ms. [redacted] it seems she had an issue with the ACH withdrawals we initiated to her account in...

2013.  She indicated that she’s made multiple attempts over the last two years to rectify this situation, but it remains unresolved today.  She is requesting that we issue a refund to her for the nonsufficient charges, fees, stop payment charges and the additional charges incurred as a result of the multiple draft attempts that she continuously requested to be stopped, ceased and removed.First, we’d like to explain that The Chesapeake Life Insurance Company is not affiliated with Humana Insurance; therefore, we’ll be unable to address any concerns she may have with their company.We find where Ms. [redacted] had applied with The Chesapeake Life Insurance Company  (“Chesapeake”) on two separate occasions.  The first time she applied with us was on December 3, 2012 with our agent, Mr. [redacted].  This application was approved and the plans applied for were issued effective December 4, 2012.  However, these plans later terminated on January 4, 2013 for non-payment of premiums.  She then applied with us on April 22, 2013, again with Mr. [redacted].  This application was approved and the plans applied for were issued effective May 3, 2013.  However, these plans terminated on May 3, 2013 for non-payment of premium.We feel we should explain when an electronic application is made for supplemental plans, it is completed on a program that requires a link to be sent to the customer’s email address. Once the applicant clicks the link she would have answered a security question to verify her identity and clicked continue.  One of the next screens presented would have been the Bank Authorization For Automatic Withdrawal form where she would have entered her banking information and agreed to the authorization for Chesapeake to initiate debits to her checking account.  Also included on this page, just above the Save and Continue button, was a statement which read, "The payment received for the initial premium will be deposited by the Company upon receipt of the application." Also, along the right side of the screen it listed the plans being applied for and the costs associated with these plans, including the $20 application fee. She had selected Monthly ACH Withdrawals on both applications; therefore, we initiated debits to her personal checking account upon receipt of these applications and each month thereafter.  We should also explain that should we initiate a debit to a checking account that is not accepted by the bank, a second debit is attempted 3-7 days later depending on the banking institution.  If the second debit is also not accepted the debit is returned unpaid and a letter is mailed to the insured explaining the debit was returned and that they have 31 days to make payment before their coverage is terminated.As indicated previously, her first application was received in our office on December 3, 2012 and we initiated a debit to her account in the amount of $141.38 the following day.  This debit covered her first month’s premium along with a $20 application fee. The second debit was initiated on January 4, 2013 in the amount of $121.38 which covered her second month’s premium.  This draft was later returned from her bank unpaid and the coverage terminated as of January 4, 2013.We find where Ms. [redacted] contacted our office on January 3, 2013 and spoke with a Member Services representative regarding drafts on her account.  She indicated in the call that we had initiated three debits to her account and she wanted us to stop debiting her account and/or reverse the charges.  We explained to her that our records only show one debit to her account so far and that we’re scheduled to debit her account on the forth of each month.  Ms. [redacted] stated that she had tried to set this up to draft on a Friday to ensure funds were in the account.  We explained to her that we’re unable to draft on a particular day of the week, but could change her billing method from Monthly ACH to a Monthly Paper Bill that way she wouldn’t have to worry about the debit being taken from her account on a date she doesn’t want it to be taken or didn’t have the funds available.  She originally asked us to change her billing method, but then later changed her mind and requested that we keep her account on monthly debit.  We confirmed that debiting her account on the forth of each month was acceptable and she confirmed again that it was.  We also explained to her during this call that the January 4, 2013 draft had left our office and will likely present to her account the next day.Her second application was received on April 22, 2013 and we initiated a debit to her account in the amount of $141.38 the following day.  This debit covered her first month’s premium along with a $20 application fee.  This draft was later returned from her bank unpaid and the coverage terminated as of May 3, 2013.We find where Ms. [redacted] contacted our office on June 10, 2013 regarding drafts on her account and asked them to be stopped as she’s incurring fees.  We explained that we were no longer debiting her account as the initial debit was returned unpaid and her plans had been terminated.  We also see where Ms. [redacted] had contacted our office on July 22, 2013 and requested to reinstate her plans.  We explained to her that unfortunately her plans had been terminated for too long and we would be unable to reinstate.  She claimed that she was told by her agent that she would be able to reinstate and offered to forward us the email communication(s) between her and her agent for us to review.  She forwarded us copies of emails, but they were only regarding the debits taken from her account and there was no mention of reinstatement.  A Member Services Supervisor called and left messages on Ms. [redacted]’s voicemail on July 26, 2013, August 9, 2013 and August 12, 2013, but we were never able to speak with her concerning the emails.Based on our review of her file and the details provided above, we are unable to refund any of the insufficient funds, overdraft fee and/or returned item charges she may have incurred as she had selected and agreed to the authorization for Chesapeake to initiate debits to her checking account both times she applied with us.We hope this letter provides you more information regarding this matter.  Our position is based on the facts and circumstances set forth in this letter.  Should you or Ms. [redacted] have additional questions or concerns regarding this matter or if you have any additional information you would like for us to consider, you may contact me directly at ###-###-####, or at [email protected].