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During Michael's call to our office, the Customer Service Representative informed him that she only had access to refund charges incurred within the last 4 months of service. In situations where a customer is unsatisfied with ?historic? charges beyond that timeframe the Customer Service Representative in question is to forward the request to a senior representative or supervisor who, while following our ?Customer is Always Right? policy, can and will take whatever steps necessary to obtain that customer's complete satisfaction. As a result, promptly following Michael's call to our office, we issued refunds for 100% of the charges incurred on his account ? which we informed Michael of via a message left on his answering machine on March 22 and which he should have already observed appearing on his statement. Unfortunately, much of the frustration expressed by Michael was due to a mistake on the part of the initial representative who did not inform him of our procedure regarding ?historic? charges and leaving him with the mistaken impression that we considered the matter closed and would not be willing to furnish him with additional refunds. The original representative with whom Michael had contact has since been instructed on the proper procedure to avoid this type of error from occurring in the future. Should there be any further questions or concerns, Michael can contact our Customer Support Department 24/7 at 800-IFRIEND.