Thank you for your recent letter and offering Nyhart an opportunity to better serve our clients. I have researched complaint #***
0in 0pt;">As you are aware, the customer filed a complaint in regards to monthly paper statements and the associated monthly fee of $1.50, which totaled $
In researching our call records (which are recorded), I found the customer contacted Nyhart on three occasions, 7/9/8:28am, 7/10/8:20am, and 7/13/3:32pm. During the first call the Nyhart representative advised she would further research the monthly statement mailing and charges with the appropriate vendor, which can take up to business days. Unfortunately, during the customer’s subsequent calls we had not yet received the results and were not able to provide him with an update. We did receive a response to our inquiry on 7/16/at 9:00am. The data indicated that the customer voluntarily elected paper statements and was alerted at that time that a $1.50/month fee would apply. Those monthly statements were mailed to the customer’s address on file. Since that time, the customer has opted out of paper statements, thus preventing future fees.
In an effort to best serve the participant, we have since refunded the $to his account
If you have additional questions, please do not hesitate to contact me
Regards,
Ashley ***
Thank you for your recent letter and offering Nyhart an opportunity to better serve our clients. I have researched complaint #***
0in 0pt;">As you are aware, the customer filed a complaint in regards to monthly paper statements and the associated monthly fee of $1.50, which totaled $
In researching our call records (which are recorded), I found the customer contacted Nyhart on three occasions, 7/9/8:28am, 7/10/8:20am, and 7/13/3:32pm. During the first call the Nyhart representative advised she would further research the monthly statement mailing and charges with the appropriate vendor, which can take up to business days. Unfortunately, during the customer’s subsequent calls we had not yet received the results and were not able to provide him with an update. We did receive a response to our inquiry on 7/16/at 9:00am. The data indicated that the customer voluntarily elected paper statements and was alerted at that time that a $1.50/month fee would apply. Those monthly statements were mailed to the customer’s address on file. Since that time, the customer has opted out of paper statements, thus preventing future fees.
In an effort to best serve the participant, we have since refunded the $to his account
If you have additional questions, please do not hesitate to contact me
Regards,
Ashley ***