Customer Customer Care Select/Free Medicine Revolution Danger! Beware of this company. They will not refund your money and they have by far the WORST customer service I have ever encountered!! Austin Texas

Thank you for your interest in the matter. I have spent further time going over your case with our Advocate Team.

You mention no phone call in your response but then say you spoke with me. We sent you a letter explaining why you were not entitled to a refund and have posted the explanations here above. You clearly admit to signing up with inaccurate information. There is no refund for that when work begins in good faith. SCBN is happy to assist you when your situation is what you claimed it to be when you signed up. Until then you are not eligible since your information turned out to not be what was claimed when signing up as you have made clear in your statements above.

When the original information is accurate, please contact us at 866-722-6479 so that we can get you started. We look forward to assisting you when your information is what you claimed when signing up originally.

Sincerely,

Brad Williams
SCBN Customer Care Manager
512-406-5057
Brad_Williams@SCBN.org
www.SCBN.org

Brad,
Where's that detailed letter you said you would send me? Just so the public has ACCURATE INFORMATION, I want everyone to know that Brad did not send me anything further. I sure wish the public had access to hearing the way you spoke to me on the phone! That would send everyone running!!!!!!!!!!! I would agree with your policy if people KNOWINGLY gave you innaccurate information about coverage from the beginning and your company spend a lot of time trying to ASSIST your client. I think you need to make exeptions to certain situations regarding your policys. Putting a stamp on an envelope and mailing it to a potential customer is not (in my opinion) $80.00 worth of work. Hell, all other companies I know of will send you an application for free!! This one will cost $80.00.

I will continue to tell EVERYONE I know (professionally and personally) about my experience with you Brad and your RIP-OFF company.

No refund...no letter as promised...no phone call....no apology....NOTHING BUT a loss of my hard earned money, which I could really, really use right now!!

Lisa
Graduate Student
Masters in Occupational Therapy
IUPUI- Health and Rehabilitative Sciences

Actually that is exactly what the case is. SCBN allows a refund in the event that someone is denied on appeal and we fail to help them get the medication as long as all information is accurate. There is no refund policy for people that find out that the information they gave was wrong after the labor has begun. SCBN, in good faith, set Lisa up in the system and put together her packet and mailed it to her, thus beginning the membership. SCBN does look forward to working with her when the coverage lapses, but there is no refund since work began. She can begin to use the membership as soon as the situation fits what she initially agreed was the case when signing up originally. She will, of course, have a free month of membership and will not have to pay any new sign up fees whatsoever. What we are effectively doing is temporarily closing the account until she can come back and use it when the situation matches up with what she originally claimed. SCBN wishes Lisa and her son luck in the future in procuring their medications and gladly await their return to use the membership when the time is right. We will in fact mail a detailed letter to Lisa explaining everything that I have said above in detail. Thank you for the suggestion, Karl.

Sincerely,

Brad Williams
SCBN Customer Care Manager
512-406-5057
Brad_Williams@SCBN.org
www.SCBN.org

www.SCBN.org

I'm struggling to understand why Lisa gave the wrong information to begin with. It sounds to me like Lisa signed up claiming different facts and work began and the company started sending things to Lisa. Now she wants a full refund after things have begun. Perhaps the company should send a detailed letter explaining this policy and why it is fair not to refund someone after work begins and it turns out what they claimed was not true and that blocked them from using the service. That could help avoid future complaints. A partial refund due to Lisa not giving accurate information may be warranted too. A full refund after work began and they started assisting her and mailing her things based upon bad information she gave is pretty ridiculous.


Karl

Brad-

Am I the only one who saw that all-important sentence where Lisa stated that her child's father told her that their son's insurance had been cancelled???

As soon as she found out it had'nt been, she did the right thing; advising you that she wasn't eligible for your services after all, before you had even begun to provide them. You didn't have to find this out on your own. She didn't lie, she didn't try to sneak anything past you, and her request for a refund was perfectly reasonable.

Perhaps you also missed the part about having a special needs child to take care of....on a social worker's salary...? (been there, earned that) I'm special needs now myself and even though we have insurance, my prescriptions alone can wreck a budget in no time; my husband has to work lots of overtime to meet my special needs, but if I want to live, prescriptions are not optional.

You're supposed to be about helping people! Even if you're all about business and not about assistance, it's not good business to treat potential clients like that. You should appreciate her honesty and at least try to understand her situation.

Let me suggest that, in the future you say something like, "Thank you for letting us know, if/when the insurance does lapse feel free to call us again. We look forward to working with you." or "That's great news! We'll be here to help if/when you need us." That's a client who's coming back. This one probably isn't, so your offer of a one-month free membership just adds insult to injury.

(Frankly, your rebuttal seemed...forced and somewhat insincere...It was a step in the right direction, but it's not all it should be to really start restoring your reputation. Ya' need to go that extra mile and refund her money.)

I'll be looking for an update.

(Lisa, I hope I am not out of line here. If I have mis-spoken, or mis-represented your situation in any way, I apologize. I just had to have a word with Brad.
Best wishes to you and your son.)

Thank you for bringing this matter to our attention. I have spent some time going over your case with our Advocate Team, and I think that you will find the resolution to meet your expectations.

After reviewing your file it has become apparent that you signed up claiming no coverage when in fact you had coverage. I can offer you a free month of membership in the future when the coverage lapses, but there is no refund when a person signs up giving inaccurate information.

We do regret the experience that you had when you were a member. We are certainly happy to offer you a free month of membership so that your son can get the medication that you need when the insurance coverage he has runs out. We are confident that in this time period of using your membership, you will not only receive your medications but also be very happy with our ability to assist you in receiving your medications. Please contact us at 866-722-6479 so that we can get you started when coverage ends.

Sincerely,

Brad Williams
SCBN Customer Care Manager
512-406-5057
Brad_Williams@SCBN.org
www.SCBN.org