National Credit Care

Our Customer Service Manager has reached out and resolved the issue.

Two of our managers reached out to the client prior to her filing a complaint on 8-18-2016. The client emailed our office on 6/21/2016 asking to stop her service. We emailed and left her messages on 6/23/2016, 6/27/2016 & 6/29/2016. On 6/29/2016 our last email and voicemail stated: “At this...

point we will continue working on your file until we hear back from you. Please give us a call at your earliest convenience at [redacted]. ”   We did not hear back from the client until yesterday 8/18/2016. When speaking with the client we told her that we would honor her initial request to cancel on 6/21/2016. All of our billing is in arrears and we let her know her final payment cleared on 6/30/2016. Before the client filed her complaint we had already informed her that we submitted a refund for the 7/30/2016 payment and that her file was closed.   On our last phone call we told her repeatedly that we wanted to help her resolve her concerns. She refused to speak with us, said she would just file a complaint and hung up. We included the recording of our last call to her and our last email in June. We feel we made every attempt to resolve the issue prior to her filing a complaint.

Prior to receiving this complaint, one of our managers spoke with the client on 9/8/2017 and resolved his issue. After a reviewing his file, the client stated he was happy and had a better understanding of our program. However, he stated he did not have the finances to continue at this time. As a...

courtesy we closed his file and waived the balance due for the last month of work we completed for him.

Initial Business Response /* (1000, 6, 2015/07/30) */
Our customer service manager reached out and resolved the issue to the customer's satisfaction.

Our customer service manager called and left a message on February 17th before the client filed her complaint. As soon as we received the complaint we immediately reached out again. We’ve called several more times and left 3 additional messages to resolve the issue. We have not heard back from the...

client.

Our customer service manager reached out as soon as we received the complaint and resolved the issue.