CIGNA Corporation

Review: Cigna has failed to acknowledge that I have sent them a "Creditable Coverage" letter to them, TWICE.

I first sent a copy of the letter to the PO Box I was instructed to send the letter to: [redacted]

This letter was mailed in the middle of Dec 2012, as I was told I had until Feb 2013 to obtain this letter from my previous healthcare provider and send it in.

Months later, I received a bill from the doctors office, stating that Cigna has denied the insurance claim. I have made two payments to the doctors office, in the amount of $43.66

Just a few weeks ago, I contacted Cigna via phone to inquire about the denial of the claim. It was told to me that they never received the "creditable coverage" letter that I mailed in Dec. I was again informed that if I could provide that letter, these charges would be wiped out.

On March 22, 2013 @ 6:01pm PST, the form was then immediately faxed to their office @ [redacted], which cost $6 send.

I contacted them a few days later, and was told that it could take "around" 96 hours to verify if the form was received.

I have contact Cigna 4 times in an attempt to resolve this matter.

I have called again today, March 27th, @ 11:14am PST. They still claim to have not received my "creditable coverage" letter, I was told to "call back tomorrow".

96 hours has passed, Cigna is still denying that they have received my "creditable coverage" letter.

I fear that I will be told to "call back tomorrow", indefinitely.

It would also appear that I am being double billed, as the bill I received, had duplicate charges, for a total of $524.Desired Settlement: Pay the outstanding claim and reimburse me for the two payments I have already made. I, as the paying consumer have done everything Cigna has asked and requested of me, but they are still denying my claim, and are somehow "not receiving" the proper documentation I have sent to them, TWICE!

Business

Response:

We have the customer's request however in order to continue researching we would need his Cigna ID#. Please provide a copy of your Cigna ID#.

Thanks.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

My Cigna ID is IN the original complaint. I have also attached a copy of my Cigna Identification card AND my Nevada Drivers License as well as the credible coverage letter I have sent 3 times now since December of 2012.

Review: Customer service employees are telling lies and false information.

I have called numerous times to follow up on a short disabilty request - I need to have skin removed after losing 300 lbs. First I was told I'm automatically approved. Then I was told I need to go thru a screening process, then I was told I was approved - but there will be a phone interview, then I was told I wasn't going to be approved, then I was told they wouldn't look at my request and make a decision until the day I have surgery.Desired Settlement: I want what I pay for. I understand rules are rules - but if you're going to hold me to a high standard, you should hold your employees to those same standards. I know life isn't fair - but you can't mess with somoene's money like that and expect nothing to happen.

Business

Response:

We have been advised that **. [redacted] wants to withdraw her complaint. Her issues have been resolved. Revdex.com Case # [redacted].

Cigna by far is the worst health insurance company I've have ever had to deal with. They denied my short term disability claim I am 9 months pregnant and also a mother or 2 kids. Cigna denied my claim because I was told by representative Ashley G[redacted] that I took my leave a little to early. No where in the fine print it said you have to do it at a certain date after she was rude and disrespectful to me I asked her what is there I needed to do to get this resolved she was no help at all. When filing a claim all that information needed to be explained but that's the way Cigna treats there customers. I hope Ashley looses her job and the company goes out of business soon

Review: Cigna Customer Service was contacted regarding the cost of a preventative health care program recommended for my wife by her doctor. The Cigna Representative assured us the program was 100% covered under our insurance plan and that we would pay nothing out of pocket for taking part in the program. Cigna was contacted on two separate dates regarding this matter, and we received exactly the same cost information both times.

However, the Customer Service Representative failed to mention that the program was cover at 100% only after our annual deductible ($3000) had been met. We have a high deductible plan. We would have elected to not take part in the program had we known in advance that the we were going to be billed $1209.60, which is why we were seeking the cost information before enrolling in the program. We believe that the Cigna Customer Service Representative failed in her responsibility to provide us with the requested cost information we needed in order to make an informed decision about taking part in this program.Desired Settlement: Cigna properly train its Customer Service Representatives to provide accurate cost information to its customers regarding questions of this nature. We would like to have documentation that the training has taken place.

Business

Response:

Cigna's final response was sent to the customer today (5/17). Customer did not provide a written release of information therefore if they like they may share the outcome with the Revdex.com.

Thanks.

Review: Cigna Billing has received all payments on time for my premium payment from [redacted] Bill Pay, from the beginning of the year. Cigna failed to apply payment to my account for the payment sent on 3/25/2014. [redacted] Bill Pay provide proof of payment and cashed check by cigna, but Cigna has still failed to correct my account and show the payment.

After 5 months of trying to resolve this issue with Cigna, and getting [redacted] involved, Cigna has failed to correct my account and show that I am current in my payments. Because of this I'm getting late notices from Cigna every month. Every time I call, or [redacted] called, we would get the same answer that the payment is being researched.

I have history accounting from [redacted] and the documentation provided to proof that the payments have been sent.Desired Settlement: I would like to have my account corrected to show the payment that was sent on 3/25/14 and cashed by Cigna in early April, so my account shows that I am current and I am not behind in my payments.

Business

Response:

This complaint was received on 8/29/2014. A response will be sent to the customer regarding these concerns. Thank you, Kelly M[redacted]

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Review: [redacted]I am rejecting this response because: Cigna Billing left me a voicemail stating that the payment was located and that my account has been credited approriately, but when I go online to review my payment history my account does not show the credit for the payment made on 3/27/2014 and my balance is still showing that it is behind ... not just one payment but two where missed. See attachment. I have paid every payment on time via Bill Pay with [redacted], and would really appreciate if this where corrected.

Regards,[redacted]

Business

Response:

I will have this addressed and outreach to the customer regarding the payments. Thank you, Kelly M[redacted]

Review: I have talked to Cigna 6 times about a dental claim. Told three times "10-15 business days". Claim from 1/20/2014.

I have called Cigna 6 times about a dental claim from 1/30/2014. I was told be three different agents that it would be 10-15 business days. As of 4/5/2014, still have not received payment. Called yesterday (4/4/14) and representative could not tell me what delay was. She claimed they had just received info from dentist 3/27/2014 even though previous two agents told me they had "everything they needed". Previous two agents said they would call me if anything else was needed - did not hear back. I asked to speak to manager yesterday (4/4/14). I was put on hold 3x only to be told no manager was available. I feel like I'm getting the run-around. I have never had such horrible customer service with any other dental insurer in the 20+ years I have been employed. It is a struggle to have them process large claims every time. One of my previous dental specialist's office manager told me Cigna had them jump through more hoops than they ever had to with any other insurance.Desired Settlement: I want to be paid for my 1/30/14 claim ASAP.

Business

Response:

We have sent a response to the customer in regard to Revdex.com complaint # [redacted].

Review: In August, 2013, I began the process with Cigna filing a request for my son's tooth to be removed (oral surgery) and implant completed due to a bicycle wreck. The bicycle wreck occurred in May 1999. His front tooth came out by the root and very little of the tooth was left. They managed to save enough of the tooth at that time to complete a root canal. They explained the tooth will eventually die and have to be replaced with an artificial tooth. The dentist stated to us in 1999 not to get a "real" tooth (implant) completed until my son was finished playing sports. He has played sports with no lapse from 3rd grade thru college. He just completed college and playing football in 2013. Since that time, I have been working with my Cigna medical-dental coverage to cover the removal of his tooth (oral surgery) and also the implant. It has been 7 months now and they keep denying the service stating he has not had ongoing treatment on the tooth. I have provided, on more than one occasion to Cigna, all his dental records from 1999. Every time I took my son to the dentist, each one of them checked his tooth as well as completed any other dental work he needed completed. Unless the tooth that was made happens to break or die, we were informed not to do anything to it until he was finished playing sports. I have explained all this to Cigna and they have still refused to pay the claim for him to have his tooth fixed. The tooth is now infected and needs to be removed. This is not for cosmetic purposes. They are aware of this as I have called them over 45 times in the 7 month process. The services they have provided are totally unacceptable per customer service, as well as providing medical/dental services for an injured tooth. I was told 3 times that all I would have to pay for the service to be completed would be $45, and I was told 2 times that the services were covered under my insurance plan with State of TN. To this day, they have refused to pay a dime or cover any of the service.

Account_Number: [redacted]Desired Settlement: Desired Settlement: Other (requires explanation)

Services covered as I have been told on the phone. He needs oral surgery and an implant which my insurance covers. He has had ongoing treatment/dental appointments since 1999, and the information has been provided to Cigna numerous times.

Business

Response:

Thank you for this information. I am having this reviewed by the account manager. Once resolution has been reached, customer will be contacted.

Thank you,

Kelly Mertz

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

The claim has not been paid for the removal of the tooth and it will be four to six months before the implant can be done and that claim has not been filed or paid yet by cigna. If this complaint is closed then cigna may not pay the claims. I am rqestesting this complaint remain open until All claims are paid. The implant has not even been completed yet as the gums have to heal prior to doing the implant.

Regards,

Business

Response:

Hello,We have confirmed with the customer that the matter adheres to Cigna's policies. There is no additional level of review available. The customer is currently working with internal contacts here at Cigna to ensure resolution. Thank you, [redacted]

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: [redacted] still has not been able to have the implant done and it will be august before this can be done. Therefore cigna has not yet completed payment for this service. I am requesting once again to keep my complaint open until cigna has paid for the implant. This should be completed by sept 2014. Thank you

Regards,

Worst insurance ever! They deny everything and try to find loopholes out of paying! Took 4 months of fighting to get them to pay my son's dentist bill. Every excuse in the book! Finally the office was about to send me to collection, I had to threaten a lawyer to get this resolved. Then, they stopped paying my husband's bills and claimed it was because he had a second insurance. No, he's only had cigna for the last 3 years. Nothing had changed. They will try ANYTHING and EVERY EXCUSE to get out of paying bills.

Review: I have medical insurance for my family and I had a baby and the company denied his claim after his birth.

My son [redacted] was born on 08/21/13. He was treated at [redacted] Hospital from 08/21/13-08/24/13. I added my new born to my insurance policy after his birth. Cigna is denying his claim because someone put in the system his effective date 09/01/13. I called my HR representative and they stated the problem was fixed, but it keeps showing this effective date and my claim keeps getting denied. I have a bill that I had to pay because the hospital sent it to collections.Desired Settlement: This bill from the hospital needs to be paid by Cigna. I had coverage for my newborn and they failed to pay on my policy.

Business

Response:

Thank you for this information.I will be researching the issue and will respond to the customer once complete. Thank you,Nicole P[redacted]Executive Office Advocacy Team

Review: Cigna requires you to get a biometric screening done before May. It is stated on their forms that they fully cover the cost. On February 8, 2013 I went in for my biometric screening. I continue to be billed $136.00 for this screening even though Cigna claimed on their forms it was fully covered.Desired Settlement: Pay [redacted] like they promised they would do.

Business

Response:

We have sent a response to the customer today in regard to Revdex.com# [redacted]

Review: We deal with Cigna Dental alotI file dental insurance on behalf of our patients.Several times they request information, for example x-raysnarratives etcand I mail these to themThey receive them but never forward the claims to processing until I call and ask if they received the requested information
But the main reason I'm filing a complaint is I have been dealing with a certain account and have been getting the run around to say the leastI filed an insurance claim for our patient on 4-3-with x-rays and narrativeattachedCalled them on 5-20-14, asking them if they have the x-ray and narrative needed, the rep said they did it will be processedCalled on 7-2-they said they would be processing it and it will be high priority should be completed in 10--business daysCalled on 7-14-2014, they first said they didn't have the info, then they "found' it should be 3-business days to be completed, spoke to a Michael..C alled on 8-4-they said they had to look into it and they never called backCalled on 8-20-spoke to a supervisor,Frank, he said he would take care of it and it would be processed in business daysStill haven't received an insurance check, called yet again on 9-3, asked to speak to Frank the supervisor b/c I hadn't received the insurance check..Still waiting on his phone callWe are expecting a insurance check for around $Thank you for your help in this matterThe policy holder for this dental insurance is [redacted], policy number is [redacted], the patients name is [redacted] his DOB is 10-8-ThanksDesired Settlement: An insurance check
Business
Response:
Please note that this complaint is still in reviewUpon completion a response will be sent to the customerThank you

Review: I WAS CHARGED $37.14 FOR NO APPARENT REASON. THE PRESCRIPTIONS ORDERED WERE PLACED IN 2013 NOT 2014.Desired Settlement: REFUND THE $37.14

Business

Response:

Customer's complaint has been resolved and a letter sent to him today (January 30th).

Thank you.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: I just received another delivery {order number [redacted]} and was charged $12.87. Generic medications require a zero co-pay

Regards,

Review: I cancelled our medical insurance with Cigna and they took an unathorized EFT of $677.50 on 1/6/14. Cigna has yet to refund the unathorized charge.

I cancelled our medical insurance with Cigna on 12/26/13. Cigna took an unathorized EFT of $677.50 on 1/6/14 for the medical premium. I contacted them and was told the money would be refunded by 1/10/14. On 1/13/14 the refund still has not hit my account. I have contacted Cigna multiple times and have been told that each time the refund was not processed and the agent that was working with me on each call did not do their jobs. Cigna refuses to let me speak with a manager to resolve the issue. Cigna is now saying they will mail a check for the $677.50 which we should receive by the 1/23/14. As I have been lied to multiple times by their agents and they have taken money from my account, which is stealing I would like to log a complaint against Cigna for the handeling of this matter.

has yet to refund the unathorized charge.Desired Settlement: I would like my medical premium of $677.50 electronical refunded to my account asap.

Business

Response:

Our office has completed this customer's request and confirmed that the customer's refund was posted on 1/28/14 in the amount of 678.00.

Thank you.

Review: Cigna charged a $50 reinstatement fee and a $45 late fee and suspended customer coverage without proper customer service protocol.

Customer case ID: [redacted] has had coverage with Cigna since 2011 and set up automatic bill pay. On June 6th, [redacted] placed a phone call to Cigna to change the current billing account information so that his monthly amounts can be withdrawn from another account, when on this phone call the customer service agent did not in any moment open his case to inform that a late fee would be charged, the agent did however state that the changes would take effect on 07/05/13, however that was never done. The account was never changed in the system, no communication was sent to [redacted] concerning this matter or even advising that his coverage would be suspended or what his steps for reinstatement would be. [redacted], my current office manager has been in charge with speaking to Cigna for all matters, I, [redacted] gave a verbal authorization on June 6th of this. [redacted], unknowingly continued on thinking that he had full coverage, when in fact, during a ppurchase of Rx he was told that he was not covered. I, [redacted], called Cigna to find out what was going on and that is when we found out that he was in fact suspended, that Cigna would not automatically reinstate, when all along [redacted] did his due diligence in calling and updating his account information, however there was a lack of customer service on the agent (female, did not take down name) that answered that call on June 6th. [redacted] has been on the phone several times now waiting to speak with a supervisor incharge of Billing. The only agent from Cigna that took the time to explaina or even show any customer concern was [redacted] has stated that the supervisor [redacted], stated that he reached out on Friday July 12th at 8PM to the office of [redacted], however, there is no proof at our office of this happening, why would this supervisor even call after hours of operation which common sense is 5:00 PM...our office hours is on file. He never even followed up with [redacted], after being requested that to on several occasions via-email by [redacted]. It is July 22nd and still no call from this [redacted]. I, [redacted], had to call the cr and speak with [redacted] regarding the lack of disregard or even customer retention or concern regarding this matter. [redacted] is the only person in cigna that has gone beyond her department to help with this matter, however, Cigna is a whole, and the lack of regard from a supervisor or even manager level is completely upsetting.Desired Settlement: [redacted] is seeking a full refund of $95 ($45 late fee, $50 reinstatement fee)

Cigna should refund that full amount due to the lack of communication, lack of customer service and lack of concern with this matter.

Cigna should have reached out or even advised in the moment of the June 6th phone call that a late fee would be assessed or even taken an over the phone payment to make sure that [redacted] would not have been suspended, which Cigna also advised that [redacted] would have to pay not o

Business

Response:

Good day,

Written correspondence was sent to the customer.

Thank you.

Review: Through my employer, I had purchased life insurance. My contract with this employer [redacted] ended Dec 31, 2012. I did not purchase insurance through Cigna but they are billing me for this service.

There is no method provided for phone conversation, I am not sure that they have received any correspondence from me and that is the only way provided for communication.

When I finally found a way to reach a representative, I got a recording that the lines were busy and was disconnected.Desired Settlement: I want them to withdraw the bill, I do not have a contract with them and I do not want this to affect my credit rating. I want proof that this has not been reported. I do not want life insurance from them.

Review: I signed up for healthcare coverage April 2013 with my job [redacted] &effective date was 5/1/13, so it ended Dec. 31, 2013 because of the Obama care & our employer . Well both pay periods in Jan. 2014 this company took money out of my check for insurance that ended in Dec. 2013. I asked them about it & they said it was for the overlap, and I don't understand that because it was taking out for every month that I was covered and one month we had three pay periods and they took out every one. I feel like this is not right and this is what get people so upset with insurance companies and there is so much insurance fraud cause they are unreasonable. They get their money and way more than their service provide. They claim they charged me for the end of Dec. which is 3 or 4 days of coverage but had t pay full charge. This is wrong.Desired Settlement: That they refund me the month of Janurary for payments they took out that I don't think they should have.

Business

Response:

February 6, 2014

Dear **. [redacted]:

This is In response to a complaint filed by **. [redacted] regarding a refund for the premium payments deducted after the termination date of coverage.

Our records show that **.[redacted] had coverage with Clgna/[redacted] plan from May 1, 2013 through December 31,2013.

In reference to the premium payments deducted after the termination date of her coverage the CGUC/[redacted] plan collects premium payment on the group level. Individual premium is collected by the employer via payroll deduction, Therefore, **. [redacted] should contact her employer, [redacted], In relation to premium and/or refund for the premium paid after the termination date of her coverage.

If you have any questions or concerns regarding this matter feel free to contact me at ###-###-####,

Review: I filled a prescription for my son when he was approximately 1 month old. Due to data entry errors on Cigna's end, I had to pay for that prescription out of pocket. His dosage was almost immediately increased and we refilled his medication just under 2 weeks later. At that time I realized it was their data entry error and not a processing delay for his birth certificate that caused them to not fill the previous prescription. They filled the second one as soon as the error was corrected, but I had to submit for a $30 reimbursement on the first prescription. I had paid the full price rather than the contracted rate that I would have paid had they entered his coverage information correctly. Now they are saying the difference is being applied to a $50 deductible and refuse to provide me with a refund. I have called at least 6 times and have waited 3 months for a refund that they do not want to pay. My husband's insurance was effective in September and provides better prescription coverage, so we would not have ever met the $50 deductible and therefor would never have needed to pay the additional $30 that they are refusing to reimburse. This would have been avoided if his coverage information had been entered correctly the first time.

Every time I have called it seems to require a 20 minute conversation just to check the status. It is then sent for processing and I'm told to not call and check on it for WEEKS. I don't appreciate being treated like an inconvenience due to someone else's error. I have been very patient with this process and I feel they have had more than enough time to resolve this. Withholding a refund over a technicality that shouldn't even exist shows they do not care about their customers.Desired Settlement: I want to be refunded the $30 that I would not have needed to pay in July had Cigna entered his insurance information correctly. Full rate on the medication was $44, and Cigna's negotiated price with the pharmacy is only $14. I would also like an apology from them as the error was not on my end and yet I've had to waste HOURS of my time on this. They may have plenty of money to toss around, but as someone that was off work for 2 months I cannot afford this.

Business

Response:

Hello,Thank you for this information. I will be in review of this issue and will contact the customer once resolved.Thank you,[redacted]

Review: Unfortunately, I signed up for CIGNA Dental Insurance through [redacted]. I was told there were numerous dentists in my area that accepted CIGNA. After signing up and paying my first months payment, which was automatically withdrawn from my checking account, on July 14. I found out there were NO dentists in my area that accepted CIGNA. Needless to say, I called and cancelled my insurance on July 31 and was told by CIGNA and [redacted] that it had been cancelled. On August 19, CIGNA withdrew another payment from my checking account. I called my bank and requested a stop payment from any further withdrawals from CIGNA!!!!!! costing me $ 30. I called CIGNA and they informed me that I would be reimbursed within 3-5 business days with an expedited check and that they had me in their computer twice and that's why they had billed me twice. Well, I'm still waiting to be reimbursed. Now, I've received a letter from CIGNA dated September 5 which states that I will now be reimbursed through my checking account in 15 business days!!!!!!!!!!!!! and if I've incurred an overdraft or bank fee that I will be reimbursed. That remains to be seen. I have NEVER dealt with such an irresponsible, company. I am cancelling my auto/renter's insurance with [redacted], because they are the company that recommended CIGNA. My advice....don't buy ANY insurance from CIGNA or [redacted]. They can't be trusted.Desired Settlement: DesiredSettlementID: Refund

I want to be reimbursed for $ 62.

Business

Response:

Thank you for this information. This will be reviewed and the customer will be contacted. Thank you! Kelly M[redacted]

Review: In September of 2011 I was involved in a hit-and-run on my bicycle. Through this event one tooth snapped at the gumline, and another broke partially at the root and required dental implants to replace them. Given that this was accident related it was to go through my health insurance, not dental. The oral surgeon got pre-approval for this procedure with Cigna, confirming coverage. Upon being billed for the procedures, Cigna refused payment again and again to [redacted] (oral surgeon). I was legally protected from being billed by [redacted], however this was a 2 part procedure where the surgeon put in the posts, and the dentist puts the teeth on the post. I am now not legally protected from billing by the dentist, and have a $2847 bill from them that Cigna is again refusing payment on. Our health insurance plan has a dental section that states that accident-related dental costs are covered, "Limited to charges made for a continuous course of dental treatment started within twelve months of an injury to sound, natural teeth.", exactly my situation. Cigna is ignoring that this is stated in my coverage details, and are claiming that "on page 51 of my Summary Plan Details (from [redacted]), under charges not covered: dental implants". However page 51 of this document is related to dental charges filed through our dental insurance coverage, through [redacted], not Cigna. I have spoken with the oral surgeon, [redacted], and they have said that they received payment from CIGNA now. This is confirmed by a letter from Cigna to the attorney general of ** admitting that they have already made payment for parts of the procedure. Their payment to the oral surgeon basically confirms that they did pre-approve this procedure, yet they are failing to pay out to the other party involved in the replacement of my teeth. I have also recently found out that they are now refusing to continue payment to the oral surgeon, to the amount of $1863. these procedures all had preapproval and after all internal appeals were exhausted, they still upheld their own decision to not pay on what they had committed to.Desired Settlement: I am seeking that they pay the two bills that are now my responsibility after their refusal to pay. I pay my premiums so that they will cover me in need. They say they don't cover dental implants, however the document pertaining to my coverage in the year the accident happened and was treated for made no specific remark about dental implants. Only in the year after did they amend the document to say that.

The dentist bill is $2847 and the bill to the oral surgeon is $1863.

Business

Response:

We are still reviewing this complaint. It is currently in the appeal process. I will follow up with the Revdex.com and the customer as soon as we receive a determination.

Review: Cash Accumulation Account Cancellation

I opened a cash accumulation account with Cigna when I started me new job. I agreed to had $100 a month deducted, and deductions began in my first paycheck in February. As of 6/19/14, I had made a total of ten contributions totaling $500. When I realized I had no visibility of what was being done with the money, I filled out cancellation form (attached) effective 6/19/14. to-date they have only refunded $310 of the $500 I contributed with no good explanation as to where the rest of the money is.I want them to send me back my $190 immediately.Desired Settlement: $190 of contributions from my paycheck

Business

Response:

July 22, 2014Dear [redacted],This will acknowledge receipt of your letter dated July 8, 2014 regarding the above captioned matter, which was received in our office today.We have forwarded this matter to the appropriate area for research and response.Please be assured that you will be contacted as soon as the accountable area has had an opportunity to conduct the necessary research in response to your inquiry. We will respond to your inquiry as soon as possible, but no later than ten business days from the date of this letter. If we believe our research or response efforts will require additional time to complete, we will let you know.Meanwhile, should you have any questions, please feel free to contact our office.Sincerely,Kristen D[redacted]