To Our Members – Our Apologies for May Payment Issue
Earlier today we were notified of a payment processing issue that occurred over the weekend with one of our vendors. This issue resulted in some members’ accounts being drafted multiple times for their May invoice. We are very sorry for the problems this is causing our members. We are addressing the situation as quickly as possible.
In the meantime, we are taking the following actions:
We are working to identify all overpayments proactively and refund them promptly. We will ensure that only the appropriate amount is deducted and excess deductions are refunded. In fact, we have already begun processing refunds for some customers.
We will reimburse members for any bank fees incurred due to overdrafts caused by this issue. We will work on an individual basis with any member who has concerns about adverse impact on their credit.
We have stopped taking electronic fund transfer payments for the time being and have delayed ongoing automatic payments scheduled for this month until we understand the issue and ensure it is corrected.
Since members currently will not be able to make payments, we will not cancel a policy for nonpayment until the issue is resolved.
During this time, we will ensure that people who need care are able to get it, even if they are unable to make premium payments as a result of this issue.
We apologize for the problems this situation has created for our members. We commit to addressing it quickly and making things right for the people we serve.
If you have been impacted, please email us at firstname.lastname@example.org so we can work with you.
Filed under: Education