P I C S Investment Company

Revdex.comRe: [redacted]ID: [redacted] Revdex.com,
 
This letter is in response to a recent rejection for a
complaint to the Revdex.com, filed by **. [redacted].
 
[redacted] has stated that he has not received a response
from The [redacted] as indicated in my original response. I have contacted The
[redacted] and was informed [redacted] also has a complaint issued through the
Texas Department of Insurance. (Please see the attached copy of the response
from [redacted] addressed to Texas Department of Insurance) This
response was also sent to the Member and will serve as the formal written
response.
 
It is important to bear in mind, however, that AARP is not
the insurance provider. Therefore, when AARP receives questions or concerns
about one of our branded products we will contact the provider for assistance.
If the Member does not agree with the evidence presented in the letter, he can
provide supporting documentation (such as phone records) to support his claim.
Any documentation that AARP receives will be forwarded to The [redacted] their
review and investigation. We would like to offer our apologies that the Member
was not contacted as we originally requested.Sincerely,Jazmine C[redacted]Member RelationsAARP Services, Inc. 650 F Street, NWWashington, DC [email protected]

[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]
 Complaint: [redacted]
I am rejecting this response because:
Dear [redacted]Thank you for your assistance with this matter.  I am rejecting AARP's response to forward them the information via the Revdex.com's website and am requesting that they provide me the best way to securely provide them the information they've requested.  As stated in their response, "member" security is paramount and, even though my father is deceased, I still would like to protect his information and would prefer not to post in the information to a publicly available forum.That having been said, even though I've previously provided this information to AARP, I would like to bring this issue to a resolution.  I would like to request an email address or direct phone number to someone who could assist me in resolving this issue as calling in to the phone number provided on the plethora of correspondence we continue to receive has not proven fruitful.
Regards,
[redacted]

February 1, 2017 Revdex.com of Metro Washington, DC and Eastern PA 1411 K Street, NW 10th Floor Washington, DC 20005             Re:  [redacted], Case #[redacted] Dear [redacted]: We are in receipt of your letter regarding the complaint of [redacted]...

that was filed with your office on January 9, 2017 and transferred to our office for handling on January 21, 2017.  The complaint is regarding [redacted]’s concern that he sent $50 for membership renewal and never received the renewal gift and magazines that he was promised; therefore, he’s requesting a full refund of his dues. We have investigated [redacted]’s claim and welcome the opportunity to resolve this matter. Our records show that a $50 payment was processed for [redacted] on September 27, 2016 in order to reactivate membership number [redacted] that expired in April/2016. Our records also indicate that the member has been receiving the bi-monthly magazines and monthly bulletins as scheduled at the same address ([redacted], Minneapolis, MN [redacted]) listed in his complaint.  However, because [redacted]’s account was reactivated on September 27, 2016, the current issue of AARP The Magazine for October/November and monthly AARP Bulletin for October at the time had already been distributed so the member’s first magazine was the December/January issue and November bulletin.  While [redacted] express in his complaint that several communications were made to AARP regarding this issue, our records show only one contact to date from the member via telephone on November 18, 2016. [redacted] is also concerned about the free renewal duffle bag that he was promised for reactivating his membership account.  Our system shows that the duffle bag item was ordered on September 27, 2017 and shipped on October 4, 2017.  We ask our members to allow 4 weeks for delivery so it should have reached him by November 4, 2017.   I would like to apologize to [redacted] for any frustration or inconvenience that he’s encountered due to this issue.  As requested, a refund in the amount of $50 has been processed, and it will reach him within 3 to 4 weeks at the aforementioned address that we have on file for him. If he doesn’t receive the refund check within the provided time frame, he may call me directly at ###-###-####, and it would be my pleasure to assist him further.  If more convenient, he may send an email to my attention at [email protected] or a mailing to the following address: AARP, Member Communications Ombudsman, 601 E Street, NW B7-225, Washington, DC  20049. I hope that this information has been helpful, and we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate. Sincerely, Angelo *. B[redacted]Member Communications [email protected]

All these solicitations were sent to my home address of [redacted], Fort Wayne, IN [redacted]...Please DO NOT POST MY ADDRESS

December 5, 2016   Revdex.com of Metro Washington DC & Eastern Pennsylvania (Washington, DC)   Revdex.com Re: [redacted] ID: [redacted]     This letter is in response to a recent complaint to the Revdex.com, filed by Mr. [redacted].   Thank you for...

providing AARP the opportunity to discuss your concerns. The [redacted] offers a discount to policy holders who elect to pay their policy as a one-time payment. If a policy holder elects to make installment payments instead, the discount is removed from the premium and installment fees are assessed. This practice is legal and common amongst various insurance companies. Installment fees are included in each bill and reflect the cost to process each payment. Installment plans where repetitive payments are taken from a checking or savings account have the lowest fees of all installment plans. We would encourage you to discuss the various payment methods to find one that is right for you.   Since this information was not provided to you in advance, we will be sharing your concerns with The [redacted]. We would like to thank you for taking the time to share your concerns with AARP. We appreciate input from our members as it provides us with information that is important and necessary in our monitoring of the AARP product and services, and assists us in making changes and improvements. As part of its quality control, AARP Services, Inc. reviews, monitors, and provides feedback to providers. If you have additional questions or concerns please don't hesitate to respond to this complaint.   Thank you for your membership.   Sincerely,   Jazmine C[redacted] Member Relations AARP Services, Inc. [redacted] Street, NW Washington, DC 20004 [redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

July 15, 2015
Ms. [redacted]
Revdex.com of Metro Washington, DC and Eastern PA
1411 K Street, NW 10th Floor
Washington, DC 20005
Re:   [redacted], ID #[redacted]
Dear Ms. [redacted]: 
We are in receipt of your letter regarding the complaint of [redacted] that AARP sends her membership invoices although her account is paid through August 2016. We have investigated her concerns and welcome the opportunity to resolve this matter. 
Our records show that on February 22, 2015 at 12:25pm, someone purporting to be [redacted] visited the following opt-in website, www.qualityhealth.com, from IP address, [redacted], and responded to an AARP advertisement by clicking the option to receive membership information and an invoice.  AARP’s online membership acquisition program has a number of processes in place to help detect duplicate names and addresses that may already exist in our membership database to prevent current members from receiving membership solicitations and invoices in error. Unfortunately, the system is not infallible given the sheer volume, similarities and variations of names. 
Our records also show that Ms. [redacted] contacted AARP’s toll-free customer service number in March and May 2015 specifically regarding renewal notices, not invoices. However, because of either a miscommunication or oversight on AARP’s part while investigating Ms. [redacted]’s account, the erroneous invoice associated with her membership was not identified at that time. We apologize for any inconvenience she may have experienced in having this matter resolved. 
We confirm the invoice has been cancelled as of July 14, 2015. Regrettably, we cannot recall any mailings already in progress and ask that Ms. [redacted] please allow 4-6 weeks for the invoice suppression to take full effect. If for an unforeseen reason she should receive any additional mailings after August 25, 2015, she may contact me directly on ###-###-#### and it would be my pleasure to assist her further. 
Member satisfaction is important to AARP, and to show our appreciation for Ms. [redacted]’s patience as we resolved this matter, it is our pleasure to offer her a complimentary 6-month extension on her membership. Ms. [redacted]’s new membership expiration date is February 28, 2017, and she can expect to receive her new cards within 3-4 weeks.
Thank you again for bringing this matter to our attention. We hope this information has been helpful and that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate. 
Sincerely, 
Darlene G[redacted]
Member Communications Ombudsman
[redacted]

We are in receipt of your letter regarding the complaint of [redacted], who stated that she remitted $15 by check for an AARP membership at the end of last year and never received her membership kit. Her subsequent request for membership confirmation went unanswered. We have investigated this...

matter and welcome the opportunity to respond.Upon close investigation, we have discovered that Ms. [redacted] made a payment of $15 on December 23, 2016. Due to an unfortunate oversight on AARP’s part, the payment was applied to a different account on December 29, 2016 and not properly credited to Ms. [redacted]. This error was also responsible for the fact that Ms. [redacted] received no response to her letter inquiring about her membership status.We have escalated this report to our treasury department to help ensure that similar problems do not recur.We sincerely apologize for this oversight and have immediately processed a refund, as per Ms. [redacted]'s request, in the amount of $15. She can expect her refund check within 4 weeks (by July 26). Additionally, as per her request, we have removed her name and address from our individual mailings to her.We understand Ms. [redacted]'s frustration at this experience and would like to "Make it Right" in two ways: .1) If she would like, she can call me directly at [redacted], and will arrange fora complimentary 1-year AARP membership. Or she can write me at AARP, Member Communications Ombudsman, 601 E Street NW, Washington, DC 20049.2) I have arranged for a $25 Visa gift card to be expressed to her home address.We would like to thank you for bringing this matter to our attention. It is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective Consumer advocate.Sincerely,Bruce B[redacted] Member Communications Ombudsman

November 30, 2016     Revdex.com of Metro Washington, DC and Eastern PA 1411 K Street, NW 10th Floor Washington, DC 20005               Re:  [redacted], Complaint #[redacted]   Dear Mr. [redacted]:   We are writing...

regarding the complaint of Ms. [redacted] that was filed with your office on November 21, 2016 and transferred to our office for handling alleging that she received a letter and invoice billing her for a membership that she didn’t authorize.  We have investigated Ms. [redacted]’s concern and welcome the opportunity to resolve this matter.   Although Ms. [redacted] explained in her complaint that she has never ordered an AARP membership, our system indicates that a membership invoice was created under the name of [redacted] in the amount of $16.  Our system also shows that the request was made on August 10, 2016 at 11:10am EST from IP address [redacted] by someone purporting to be [redacted] who visited the following website, [redacted], and responded to an AARP advertisement by clicking the option to receive membership information and an invoice.  We apologize for any frustration or inconvenience this matter has caused Ms. [redacted]. As of today, November 30, 2016, we have removed the invoice from our system.  Regrettably, we cannot recall any invoices already in progress and ask that she please allow 4-6 weeks for this change to take full effect.  If Ms. [redacted] should receive any billing notices after January 11, 2017, she may call me directly at ###-###-#### and it would be my pleasure to assist her further.  If more convenient, she can also send the mailing via email at [redacted] or send it to the following address:  AARP, Member Communications Ombudsman, [redacted], NW, Washington, DC  20049.   Thank you for bringing this matter to our attention. I hope that this information has been helpful, and we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate. Sincerely, Angelo S. B[redacted]Member Communications Ombudsman

March 7, 2016
[redacted]
Revdex.com of Metro Washington DC and Eastern Pennsylvania
1411 K Street, NW, 10th Floor
Washington, DC  20005
Re:
[redacted], Case # [redacted]
Dear [redacted]:
This is in response to the complaint, #[redacted], of [redacted].  Mr.
Neumark...

originally filed a complaint with your office on 11/6/2015 and was
given the file # [redacted].  Both
complaints regard [redacted]’s concerns about receiving unwanted mail from
AARP. Our apologies for the delay in responding.
I have looked
into the case again and while
we remain very interested in assisting [redacted], without a sample of what he
is receiving we are unable to offer further assistance. I’ve attached our 12/10/2015 response in which
the actions we’ve already taken to suppress our mailings are described. 
[redacted] is not
an AARP member and we again apologize for any inconvenience our offerings may
have caused.  At the time of our original 12/10/2015 response, [redacted]’s
name and address ([redacted] Falling Waters, WV [redacted]) were removed from
receiving AARP mailings. We also mentioned it would take up to 12 weeks for
that adjustment to be fully effective. 
Understanding that there are no AARP
age-eligible individuals in the Neumark household, we regret that we have
no control if the mail he’s receiving is generic. As
mentioned in our 12/10/2015 response, part of AARP’s overall membership
acquisition program includes distributing “generic” promotional pieces that are
sent out in mass mailings. These pieces are neither addressed to nor
targeted to a particular person or household.  They are inserted either in
shared mail programs (bundled with other offers from other retailers or
marketers) in the regular US Mail, or inserted inside a subscription newspaper
or catalog.  Since these are mass inserts, we do not actually know if the
person receiving them is already an AARP member or if they live in a 50+ household. 
[redacted] is not
an AARP member and we again apologize for any inconvenience our offerings may
have caused.  At the time of our original 12/10/2015 response, [redacted]’s
name and address ([redacted], Falling Waters, WV [redacted]) were removed from
receiving AARP mailings. We also mentioned it would take up to 12 weeks for
that adjustment to be fully effective. 
[redacted] may send copies of the mailings he continues
to receive directly to me and I will assist
him further.  I can be reached via email,
at, [email protected],
or if more convenient, by mail to my attention, Hilary L[redacted], at AARP, Member
Communications Ombudsman, 601 E Street, NW, Washington, DC  20049.
We would like
to thank you again for bringing this matter to our attention. It is our hope
that through our actions we have demonstrated our commitment to enhancing the
quality of life for all, as a responsible, effective consumer advocate.
Sincerely,
Hilary L[redacted]
Member Communications Ombudsman

April 8, 2016
 
Revdex.com of Metro
Washington DC &
Eastern
Pennsylvania (Washington, DC)
 
RevDex.com
Re: [redacted]
ID: [redacted]
 
This letter is in
response to a recent complaint to the Revdex.com, filed by [redacted].
[redacted]....


 
We would like to
apologize for the experience [redacted]. [redacted] had with [redacted]. We will be reaching out to [redacted] to discuss the
Members complaint and to determine how we can provide the Member with her
desired outcome. We would like to thank [redacted]. [redacted] for her feedback and will be
using it to work to [redacted] to see what can be done to
improve this situation.
 
Thank you for
bringing this issue to our attention.
 
 
Sincerely,
 
Jazmine C[redacted]
Member Relations
AARP Services, Inc.
650 F Street, NW
Washington, DC 20004
[email protected]

Re: [redacted], Complaint #[redacted]Dear Ms. [redacted]:We are in receipt of your letter dated January 25, 2018 regarding the complaint of Mr. [redacted], requesting a full refund of his AARP membership dues account number [redacted].  We...

apologize for any inconvenience this matter may have caused him, and we welcome this opportunity to respond.Our records indicate that on August 28, 2017 Mr. [redacted] called our office and joined AARP selecting a 1 year term.  Membership number [redacted] was created and his membership cards were sent to the following address: [redacted]. On September 27, 2017, Mr. [redacted] telephoned AARP and requested that his mailing address be updated to: [redacted]. New membership cards were sent at this time. On October 27, 2017, Mr. [redacted]’s address was updated by the US Post Office to: [redacted].On January 24, 2018, Mr. [redacted] telephoned AARP requesting a cancelation of his membership.  An automatic refund was processed at that time in the amount of $9.04 and this was returned to the credit card that was initially used to create the membership.  We have now processed an additional $6.96, providing Mr. [redacted] with a full refund of the initial $16 membership fee.  Mr. [redacted] can expect his refund check within the next 4 weeks (by March 5, 2018)  We apologize for the frustration that Mr [redacted] has experienced.  We would be pleased to offer Mr. [redacted] a one year complimentary membership as an apology for the time this matter has taken to resolve and for the poor customer service he has received.  If Mr. [redacted] is interested he may contact me directly at [redacted] and it will be my pleasure to assist him.  Thank you for bringing this matter to our attention. It is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate.Sincerely,  Karin C[redacted]Member Ombudsman[redacted]@aarp.org cc: [redacted]  Tell us why here...

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because:I have been told repeatedly that the mailers would stop and that I should allow 12 weeks for the process even though the CAN-SPAM Act specifically states that the business is allowed 10 working days to stop all contact. Please inform AARP that alk correspondence is being copied for legal purposes and that the next promotional advertisement will result in a legal resopnse. This information will be added to the FTC complaint also being filed. 
Regards,
[redacted]

January 27, 2016
Ms. Kayla Jackson
Revdex.com of Metro Washington, DC and Eastern PA
1411 K Street, NW 10th Floor
Washington, DC 20005

Re: [redacted], ID #[redacted]
Dear [redacted]:

We are in receipt of your letter regarding Mary Brasker’s complaint that she continues to receive...

unwanted solicitations despite her efforts to have them stopped. We have investigated this matter and welcome the opportunity to respond.

AARP makes every effort to comply with stop solicitation requests. However, we do not have record of receiving any earlier stop solicitation requests from [redacted] at the PO Box address that she provided in her complaint. We are sorry for any inconvenience these mailings may have caused and it is our pleasure to honor her request at this time.
As of January 27, 2016, the following names and address have been added to AARP’s suppression lists: ([redacted]. and [redacted] at PO Box [redacted] Perrysville, IN [redacted]). Regrettably, we cannot stop mailings already in progress and ask that [redacted] please allow 12 weeks for the suppression to take full effect.
We know 12 weeks sounds like an inordinate amount of time to stop mailings but we must explain that direct mail bearing the AARP name and logo includes both our mailings and those of our member benefit providers. While we are able to suppress our own mailings very quickly, ending those of our providers takes longer.
Our providers typically are on a three month mail schedule which means that on any given day, mailings for the next two months have already been prepared and set. The first opportunity to remove names from the mailing list is in many cases the mailing set to go out in the third month. For this reason it may take a provider up to twelve weeks to delete mailings to a particular address.
If for an unforeseen reason [redacted] should receive any additional mailings after April 20, 2016, she may call me directly at ###-###-#### and it would be my pleasure to assist her further. I ask that she please have the solicitation available at the time of her call, as each mailing has specific codes that will help us to suppress her name more effectively. If more convenient, she may mail the solicitation to my attention at: AARP, Member Communications Ombudsman, 601 E Street, NW, Washington, DC 20049.

AARP also distributes “generic” promotional mail as part of our overall membership development program. These pieces are distributed either in shared mail programs (i.e. promotional mailings bundled with other special offers from other companies), or as inserts to subscription publications. These pieces are neither addressed to nor targeted to a particular person or household. Although the language on some of these generic pieces does include an offer to “Renew your membership,” these are mass mailings rather than targeted solicitations and we do not know or have control over who receives the solicitation or if the recipient is already an AARP member or if they live in a 50+ household.
Thank you for bringing this matter to our attention. It is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate.

Sincerely,

Darlene G[redacted]
Member Communications Ombudsman

[redacted]
Revdex.com of Metro Washington, DC and Eastern PA
1411 K Street, NW 10th Floor
Washington, DC 20005
 
            Re:  [redacted], ID #[redacted]
 
Dear [redacted]:
 
We are in receipt of your letter...

regarding [redacted]’s allegations that AARP rents and sells her contact information to third party vendors that send her unwanted mail despite her efforts to have the mailings stopped.  We have investigated this matter and welcome the opportunity to respond.
 
Historically, AARP’s membership list has been guarded with care.  AARP takes seriously its responsibility to keep our members’ personal information confidential.  We neither sell nor rent any personal information of our members or registered users of our website to telemarketers, mailing list brokers, or any other companies that are not offering AARP-endorsed services or benefits.  However, we may occasionally engage in “list exchanges” in which personal member data will be shared with selected nonprofit organizations. Our records show that the name of [redacted] and the following address were added to the suppression lists of AARP’s service providers on December 23, 2013 ([redacted], Tampa, FL  [redacted]).  We are sorry to hear that [redacted] is still receiving mail.  Regrettably, we are hindered in our investigation by not having a copy of the mailings that she received, and not knowing which company sent her the mailings.  We ask that she please send either a copy of the mailings or the name of the company to my attention at AARP, Member Communications Ombudsman, 601 E Street, NW, Washington, DC 20049, and it would be my pleasure to investigate this matter further. Or if more convenient, she may send the requested information to my email address at [email protected].
 
Thank you for bringing this matter to our attention. It is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate.  
 
Sincerely,
 
Darlene G[redacted]
Member Communications Ombudsman
[email protected]

January 13, 2015
 
Revdex.com of Metro
Washington DC &
Eastern
Pennsylvania (Washington, DC)
 
RevDex.com
Re: [redacted]
[redacted]
ID: [redacted]
 
 
This letter is in
response to the additional concerns **. [redacted] has regarding the [redacted]'s Best
Price Guarantee offer. 
 
We do apologize for
the delayed response **. [redacted] received from [redacted]. However, in order to
receive this offer **. [redacted] will need to follow the instructions she received
in the email. The instructions state “we ask that you reply to this email with
your hotel receipt as an attachment within 30 days after travel. Once we
receive the information, we will process a refund of the difference between the
rate you paid and the $434.95 rate for the identical Hotels.com reservation you
submitted, and we will also deposit a $50.00 Best Price Guarantee coupon into
your account.”
 
[redacted] will not
issue a refund to **. [redacted] until after she completed her reservation at
[redacted] Hotel. The current reservation **. [redacted] has
reserved is a “pay-later reservation” therefore [redacted] will need to confirm
**. [redacted] has actually paid for the reservation prior to issuing a refund and
providing the $50 travel coupon. If **. [redacted] would like to participate in
this offer she will need to adhere to the ter** and conditions in order to
receive the price match and the travel coupon worth $50.
 
AARP Member
Services has reviewed the terms and conditions for this offer and stand by [redacted]’s
decision. Thank you for bringing this issue to our attention.
 
 
Sincerely,
 
Jazmine C[redacted]
Member Relations
AARP Services, Inc.
[redacted]
Washington, DC [redacted]
[email protected]

[redacted]  [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

February 24, 2017
Revdex.com of Metro Washington DC &
Eastern Pennsylvania (Washington, DC)
1411 K St, NW 10th Floor
Washington, DC 20005-3404
[redacted]
Re: [redacted] ID: [redacted] 
Dear [redacted]:
This is a response to a recent complaint to the Revdex.com, filed by [redacted]. The issue is in regards to a home repair claim [redacted] filed with [redacted]. This complaint has been referred to me for investigation and response.
We previously responded to [redacted]’s original complaint on November 9, 2016, to the Revdex.com and [redacted] to advise that we had contacted an Escalations team at [redacted] on his behalf for their attention and assistance. We understand [redacted] has filed another statement in this matter with the Revdex.com, and that he is rejecting this response because he states he has not been reimbursed yet and does not want this complaint dismissed or closed until he is reimbursed.
On [redacted]’s behalf we reached back out to [redacted]. AARP contracts with providers to make products and services available to AARP members. Neither AARP nor its affiliate is the provider. When AARP receives a complaint such as the one that you forwarded, AARP will forward the complaint to the appropriate provider for feedback, research and/or response. Since we understand [redacted] used the services provided by [redacted], we forwarded this complaint on his behalf to [redacted] for a handling and response.
[redacted] has informed us that they have already been in direct contact with [redacted] regarding his claim. However, they also have further informed us that he is seeking reimbursement for cleaning his basement, which is not covered under his contract. It is our understanding that [redacted] has previously responded this cleaning request in a separate Revdex.com complaint, number [redacted], and the Revdex.com determined that [redacted] response fully addressed the issue. Please reference Revdex.com complaint number [redacted].
We apologize for any inconvenience [redacted] may have experienced. Should you have any additional questions, please do not hesitate to contact us.

Sincerely,
Jason F** Member Relations

April 28, 2017 Revdex.com of Metro Washington DC & Eastern Pennsylvania (Washington, DC) Revdex.com Re: [redacted] ID: [redacted] This letter is in response to a recent complaint to the Revdex.com, filed by [redacted]. After reviewing the complaint, we can...

certainly understand her concerns over the issues she has raised. We apologize for the frustration and distress resulting from this situation. In an effort to assist we have contacted an escalations team at UnitedHealthcare for their immediate attention and assistance. While we wish we could to assist more directly, as we are neither the insurance provider (UnitedHealthcare) nor the regulator (Medicare), we unfortunately cannot access her records to provide any detailed insights.  However, the escalations team will be happy to conduct a full investigation into the issue she has raised and will be reaching out to [redacted] directly to address her concerns and request for reimbursement. We would like to thank [redacted] for bringing this issue to our attention. We will be using her feedback to work with UnitedHealthcare to see what can be done to improve this situation. The issues our members raise are monitored and included in reports to management for their view. In addition, our Board of Directors and Executive Team consult these reports when determining the future course of AARP.   Sincerely,   Jazmine C[redacted] Member Relations AARP Services, Inc. 650 F Street, NW Washington, DC 20004 [email protected]