Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/03/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In May 2021, I paid The ********************* (TMWD) via debit card to get an application to enroll to become a Med Waiver provider. They mailed me an application, and after receiving it, I decided to not follow through with becoming a Med Waiver provider. I didnt complete or return the application, nor did I receive any services from them as I never enrolled. In Feb 2023, I noticed that TMWD had been drafting $30 out of my bank account every other month since May 2021, which increased to $30 every month in Jan 2023. During this time from May 2021 to Feb 2023, this company did not provide me with any receipts that they were charging me (neither email or mail). I had no indication or idea that I was continually being charged. My bank statements (attached) had no telephone number for this company and I initially had trouble tracking down the company as Id forgotten who this company was. My bank had no information on them and I had to cancel my debit card to stop the charges. Upon finding them, I spoke with a man identifying himself as ******************* and explained I was being charged in error. He told me told me that providers are charged for services regardless of it they use their services or not. I explained that I never enrolled a provider, and requested a refund. He said to send documentation of charges via email and the appropriate person (***********************) would contact me. I emailed the documents on 3/20/23, and that person never did call me. Each time follow up via phone, *** states that he would pass the message along and that Id get a call. I have received no call from them. I called this morning, and *** said he had difficulty hearing because of reception. Each time I call back, I get no answer.

  Business Response

  Date: 05/26/2023

  After looking at this account and the issue we found the following. This individual called our office and purchased a provider enrollment packet. Along with the packet there was a support plan. The support plan was $30.00 every two months and automatically billed to the individuals credit card till the person decided to cancel the service. We have a scripts that we go over with each person that would like to take advantage of this service So each person is told the exact same thing every time. We did notice the the individual had gotten over charge for $90.00 and that has been now refunded back to the individual.

  Customer Answer

  Date: 05/31/2023

   
  Complaint: 19874775
  
  I am rejecting this response because:
  
  I was not told there would be recurring changes, nor is that specified in the packet I have. Furthermore, your business has never provided me with any paper statements or email receipts notifying me that charges were continually being drafted from my account. That is standard business procedure. Please refund me for the charges accrued on my account. 
  
  Sincerely,
  
  ***************************