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:02/25/2025

  Type:Order 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.

  I filed the complaint with **** as well (complaint #:- 250224-18934597). I cannot provide full details in this sections since it is exceeding the characters allowed. But the quick overview is, this is about the Deceptive Advertisement of **** Gold Card from ************* mentioning on their website as perk of this credit card (Accidental Damage Coverage Waiver for Rental Cars). Which later found out , after filing the claim with them, that they only cover deductible and act as a secondary insurance. So i have to file the claim with ***************** first and if they refuse the claim (this company will evaluate the reply) then they will either accept or refuse the claim OR the remaining of whatever is covered by ****************** The whole reason of using this "PERK" as advertised (Accidental Damage Coverage Waiver) so i do not have to use the primary insurance so in case if something happen my Premium dont get affected. if they clearly advertised this (rather then ***** the details to trick customer , in 1000's of terms and condition page) then i would have get the accidental coverage from rental company for only $150 which they offered but i clearly refused stating that this credit card already offers Accidental Damage Coverage Waiver. Now the bill of the rental car repair is $10000 and this company wants me to pay it through my primary insurance which is very unfair and complete deceptive advertisement.They have to pay this repair amount to ***** as they advertised.

  Business Response

  Date: 03/19/2025

  BBB Complaint ID:          22991271
  
  Insured:                               ACE USA Transaction Trust Account
  
  Insurance Company:      *********************************************************
  
  Date of Loss:                       January 7, 2025
  
  Complainant:                     ****** *******
  
  Claim Number                   0010402465-001
  
   
  
   
  
  To Whom It May Concern,
  
   
  
  Thank you for directing this matter to my attention. I apologize for the delay in the response and for any frustration the claims process may have caused the consumer.
  
   
  
  The consumer filed a Collision Damage Waiver Benefit claim 0010402465-001 for a loss that occurred on January 7, 2025, and requested reimbursement for damage to a rental vehicle totaling $9,232.63. The consumer is seeking reimbursement as Primary coverage.
  
   
  
  The complimentary Collision Damage Waiver benefit provided through the consumers card provides reimbursement for damages caused by theft or collision up to the Actual Cash Value of most rented cars. The Auto Rental Collision Damage Waiver covers no other type of loss. The Auto Rental Collision Damage Waiver covers theft, damage, valid loss-of-use charges imposed and substantiated by the auto rental company, administrative fees and reasonable and customary towing charges, due to a covered theft or damage to the nearest qualified repair facility.
  
   
  
  The Guide to Benefit states under How Auto Rental Collision Damage Waiver works with other Insurance.
  
   
  
  If You do have personal automobile insurance or other insurance that covers theft or damage, this benefit reimburses You for the deductible portion of Your car insurance or other insurance, along with any unreimbursed portion of administrative and loss-of-use charges imposed by the car rental company, as well as reasonable towing charges while the car was Your responsibility.
  
   
  
  If You do not have personal automobile insurance or any other insurance, the benefit reimburses You for covered theft, damage, or administrative and loss-of-use charges imposed by the rental company, as well as reasonable towing charges that occur while You are responsible for the vehicle.
  
   
  
  Our records confirm that Mr. ****** ******* did have personal ************** with State Farm at the time of the loss. As he did have personal automobile insurance the coverage is secondary, and the $500 collision deductible was honored. The claim was finalized on February 25, 2025, and a payment in the amount of $700.00 was issued to *****************. The $700.00 payment consisted of $500 deductible plus $200.00 Administrative fees.
  
   
  
  The customer should refer to their Guide to Benefits, which is provided to them by their issuing bank at the time the credit card is issued, for the full benefit terms and conditions. I have attached a copy of the terms and conditions for review.
  
   
  
  We truly apologize that we are unable to provide a more favorable response to the customers request for reconsideration as primary coverage. If the customer has any additional questions or concerns, the ***************** can be reached at ************.
  
   
  
  The contents of this letter should not be construed as a waiver of any rights and defenses that we may have under the policy and law. Neither this communication nor further communications that we may have regarding this claim should be construed to waive any of these rights and defenses. We are willing to review any additional information that you may provide. We further reserve all of our rights to assert defenses based upon other policy provisions whether or not specifically mentioned herein.
  
   
  
  Sincerely,
  
                 
  
  Card ****************

  Customer Answer

  Date: 03/19/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I already sent them the attached letter via email per discussion with the legal team. It was send a last time request before we proceed with the legal action. This is a perfect case of (Deceptive Advertisement). On the website this so called "perk" is shown highlighted with the exact words of Auto Rental Collision Damage Waiver. They know exactly that consumer never reads 100's and1000's of lines of the benefit package but completely reply on the exact wording shows in the advertisement and such companies use this Bait & Switch Tactic.

  I am writing to formally address a serious issue regarding the misrepresentation of the Auto Rental Collision Damage Waiver benefit advertised by ********* in collaboration with ********************** The information presented on the Robinhood credit card webpage (*********************************) explicitly mention perks and Auto Rental Collision Damage Waiver is one of them. However, the detailed benefits document reveals critical limitations that significantly alter the nature of this benefit, making it secondary coverage rather than primary.
  This discrepancy between the publicly advertised perk and the actual terms in the benefits document is misleading and deceptive. The advertisement leads consumers to believe that rental cars are fully covered for damages under this perk, whereas, in reality, it only covers the deductible after a claim is filed with the primary insurance provider. Moreover, the requirement that a primary insurance claim must first be denied under conditions deemed "valid" by the benefit provider is an unreasonable and undisclosed limitation.
  I personally experienced the financial repercussions of this misleading representation. I rented a vehicle that was damaged in an accident involving no other party. The total repair cost amounted to approximately $10,000. Despite my reliance on the advertised benefit, I was only reimbursed $700 under this so-called "coverage." The remaining balance must now either be paid out of pocket or through my primary insurance, which will result in a significant increase in my premiums.
  Had I been made aware of the actual terms of this benefit, I would have opted for the rental company's insurance, which, in hindsight, would have been a far more cost-effective and protective choice. This misleading marketing has caused me undue financial burden and stress, as I am now forced to either pay thousands of dollars out of pocket or suffer long-term financial consequences due to increased insurance premiums.
  This situation is unacceptable, and I demand that Robinhood and ********************* take full responsibility for this misleading advertising practice. Therefore, I am requesting the following:
  1. Full reimbursement of the remaining repair costs beyond the $700 already paid.
  2. A formal correction of the misleading advertisement so that it clearly states that this benefit functions as secondary insurance and only covers the deductible.
  3. A commitment to ensuring future transparency in marketing materials to prevent other consumers from experiencing similar financial harm.
  Failure to resolve this matter in a satisfactory manner will leave me with no choice but to escalate this issue through legal action. I am prepared to file a formal complaint with the ************************ (***), and any other relevant consumer protection agencies. Additionally, I will seek legal recourse for deceptive advertising and damages caused by the misrepresentation of this benefit.
  I expect a written response detailing your proposed resolution within 14 days of receiving this letter. If no satisfactory resolution is provided within this timeframe, I will proceed with the appropriate legal actions to protect my rights as a consumer.
  I urge you to address this matter with the seriousness it deserves and rectify the harm caused by this deceptive practice

  
  
  Regards,
  
  ****** *******
  
  
  
  

  
  

• Initial Complaint

  Date:02/24/2025

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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.

  I filed a travel insurance claim on August 11, 2024 with eclaims. They have requested documentation that was previously provided on numerous occasions. I finally received a payment for part of my claim. I immediately filed an appeal on December 12, 2025. I have again received nothing but more requests for documentation already provided. In addition to the 10 plus documents I have provided them, I have almost 50 emails. My local ********** Manager, ***** ***** has also tried assisting me with the non payment from eclaims. Upon research, it appears that eclaims has of history of operating unethically. I have made numerous phone calls to eclaims with each one requiring me to be on hold for 30 plus minutes, every time.I have also spent a significant amount of time emailing and resubmitting documentation. I am at a loss how to resolve this and am requesting your assistance.

  Business Response

  Date: 03/19/2025

  BBB Complaint ID:            22984713
  
  Insured:                               *****************, N.A.
  
  Insurance Company:           *************************
  
  Date of Loss:                       July 26, 2024
  
  Complainant:                       ****** ******
  
  Claim Number                     0010113713-001
  
   
  
   
  
  To Whom It May Concern,
  
   
  
  Thank you for directing this matter to my attention. I apologize for the delay in the response and for any frustration the claims process may have caused the consumer.
  
   
  
  The consumer filed a Trip Cancellation claim 0010113713-001 for a loss that occurred on July 26, 2024, and requested reimbursement for the cost of a prepaid lodging and a single day Tramway pass. The claim was originally reviewed, and payment issued on October 29, 2024, for the cost of the prepaid lodging. During this review, the Tramway pass was not considered by the claims examiner as it was thought to be an ineligible expense. The consumer filed an appeal on December 16, 2024, seeking reimbursement for the Tramway pass. The appeal was reviewed on December 20, 2024, and the denial of the Tramway pass was reconsidered, as it was deemed that the Tramway was a form of a common carrier and eligible under the benefit. Unfortunately, the eligibility of the Tramway pass was overlooked during the original review.
  
   
  
  The claim was pending proof of refunds or credits for the Tramway pass. We did reach out to the merchant ******************** Oregon and have confirmed that they are currently closed for the season and do no reopen till May 2025. As we are unable to obtain proof of no refunds or credits, and as to not delay the claim any further, we have proceeded to issue a payment today March 19, 2025, to the consumer in the amount of $464.28 for the cost of the Tramway pass.
  
   
  
  An email has been sent to the consumer with options on how they would like to receive this recent payment. If the consumer chooses an electronic payment, the funds will be disbursed to the account provided within 3-5 business days. If their financial institution is unable to process the electronic payment or if they do not respond to the email within two days, a check will be mailed to the address on file
  
   
  
  If the consumer has any additional questions or concerns, the ***************** may be reached at **************. 
  
   
  
  The contents of this letter should not be construed as a waiver of any rights and defenses that we may have under the policy and law. Neither this communication nor further communications that we may have regarding this claim should be construed to waive any of these rights and defenses. We are willing to review any additional information that you may provide. We further reserve all of our rights to assert defenses based upon other policy provisions whether or not specifically mentioned herein.
  
   
  
  Sincerely,
  
   
  
  Card Benefit Services
  
   

  Customer Answer

  Date: 03/24/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  EClaims has not contacted me as claimed in their response. On March 19, 2025, I did follow up with them and provided a copy of their response to my BBB claim. To date I still have not received any information from them regarding resolving my claim. If there is anything you can do, it will be greatly appreciated. Thank you for your time.
  
  Regards,
  
  ****** ******
  
  
  
  
  

  Business Response

  Date: 03/25/2025

  Dear BBB,
  
  Thank you for your email. It is our pleasure to reply. Unfortunately, we were unable to locate this claim with the information provided. Please reply with your ten digits claim number so we can better assist. It will start with "000"
  
  Regards,
  **** *.

• Initial Complaint

  Date:02/19/2025

  Type:Order Issues
  Status:

  ResolvedMore 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.

  I purchase my ticket from ******** to ********, ***** for end of August ********************************************************* ********* and had to fly to ****** and from there to ********. My luggage did not arrive and was considered delayed for the first week. After about a month of going back and forth with the airlines they declared my luggages lost, but would not compensate me. Each airline put the blame on the other (*** and TAP). I was moving to ***** and my whole life was in those suitcases, including very expensive items and others that have very sentimental value. I requested compensation from the insurance company that **************** with, Eclaims/Card ***************** I uploaded all the required documents several times over the past 5 months, but they keep using delay tactics and requesting the same documents I've already provided. I've been dealing with this since September 1st of 2024 with no results. In response to their last email, I uploaded, again, a couple of documents that they claim are still required even though I provided them many times. Their reply email is to request a different document, which I have also provided before. I told them I will file a complaint for this ridiculous delay tactic.

  Business Response

  Date: 02/24/2025

  Please find the attached letter as a response to the filed complaint. 

  Customer Answer

  Date: 02/24/2025

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.
  
  Regards,
  
  ****** *****
  
  
  
  

• Initial Complaint

  Date:01/30/2025

  Type:Order Issues
  Status:

  UnansweredMore 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.

  To Whom It May Concern,I am filing a formal complaint against **************** / eClaimsline, which processed my ************************ travel insurance claim (Claim #**********) and wrongfully denied it using made-up exclusions that do not exist in the policy.1. **************** Is Engaging in Unfair and Deceptive Claims Practices Their own denial letter admits that ****************** are not categorized as Severe Weather or a Named Storm, yet they still denied the claim.They failed to cite any policy provision excluding ****************** from coverage.They are arbitrarily denying claims without any legitimate policy-based reason.2. **************** Is Systematically Misleading Consumers ? They falsely apply exclusions that are not in the policy.? They misclassify claims to avoid payments.? They fail to provide clear policy-based justification for their denial.Requested Action I request that the BBB review and document this case and require **************** to rectify its misleading claim practices and honor valid claims.I have attached supporting documents, including my policy, denial letter, and claim submission. Thank you for your assistance.

  Business Response

  Date: 01/31/2025

  Thank you for your email. It is our pleasure to reply. Unfortunately, we were unable to locate your claim with the information provided. Please reply with your ten digits claim number so we can better assist. It will start with "000"
  
  Regards,
  **** *.

  Customer Answer

  Date: 01/31/2025

  It was actually in the original complain.  My claim number is 0009932689

• Initial Complaint

  Date:12/13/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Subject: Complaint Regarding Unresolved Claims with Chase **** **************** Dear Better Business Bureau, I am filing a formal complaint against Chase **** **************** *********************************************************** ***************************************** for their failure to resolve two trip cancellation claims filed over six months ago. Despite following all procedures, submitting appeals, and providing necessary documentation, I have not received a resolution, which has caused significant frustration. Claim Details:1. Claim 1 (**********) - Filed: July 1, 2024 - Reason: My father was unable to travel due to hospitalization following complications during kidney dialysis. - Status: Pending with no response. 2. Claim 2 (**********) - Filed: August 27, 2024 - Reason: My father experienced another health issue during dialysis, preventing him from boarding the flight. All required documentation, including physician statements, hospital admission letters, card statements, and itinerary proof, was provided. - Status: Pending with no response. Efforts to Resolve: I have contacted Chase **** **************** over ***** times via email and phone since filing these claims. Despite assurances that an examiner would follow up, I have received no substantive updates or resolutions. Additional steps taken include: - Filing appeals on October 11, 2024. - Reaching out to customer service again on December 13, 2024. - Providing all requested documentation. Request for Assistance: I request the BBBs assistance in expediting the resolution of these claims and ensuring Chase **** **************** fulfills their obligations. Please find attached the full email thread documenting my communications since July 1. Sincerely, ***** ****** ************

• Initial Complaint

  Date:12/13/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  I am filing this complaint against eClaims regarding an unreasonable delay and denial of my travel insurance claim, causing me significant financial hardship. I booked a flight for September 9, 2024, within the ***********, which the airline canceled and rebooked for the following day. This caused me to lose a non-refundable hotel reservation for eight people at my intended destination, resulting in substantial financial loss.Per eClaims policy, I provided all requested documentation, including evidence of the cancellation and weather reports showing bad weather in the area during my travel dates, to explain the circumstances outside my control. However, eClaims required an official statement from the airline regarding the cancellation, which the airline has been uncooperative in providing. Despite my proactive efforts and evidence, eClaims denied my claim, citing the lack of this single document.This decision feels arbitrary and unfair, given that I cannot control the airline's refusal to provide a document, and I have supplied ample proof supporting my case. eClaims rigid stance and lack of flexibility in considering my evidence have resulted in undue stress and financial burden. I request BBBs assistance in holding eClaims accountable for their mishandling of my claim and to urge them to reconsider their decision fairly.

• Initial Complaint

  Date:12/03/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  This complaint pertains to lost luggage Claim #************* family and I lost a piece of luggage while traveling to *****************. I filed an eClaim (#**********). Yesterday, I received an email stating that my claim was closed because it did not result in a financial loss. However, our financial loss exceeds $30,000 due to the lost bag, and I provided receipts for the items lost.I called eClaims today, and the person I spoke to said there was no reason provided by the examiner for why the claim was closed. I was advised to file an appeal, which I have done. This situation is truly unacceptable, as all requested documents have been provided.The affected travelers are myself, ***** ********, my wife, Marwa ************* and our son, **** ********.

  Business Response

  Date: 12/23/2024

  Dear ***** ********, 
  
  Thank you for your email. Your claim has been noted with the information provided. You should receive an update on your claim from the assigned examiner once the information has been reviewed. 
  
  Regards,
  ******** *. 

  Customer Answer

  Date: 12/30/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Why was my initial claim denied? I was not able to get an answer from your company by email as well as when calling by phone.

  
  Regards,
  
  ***** ********
  
  
  
  

  
  

• Initial Complaint

  Date:11/27/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  I filed my claim on 06/01/2024 for a broken windshield under the Collision Damage Waiver. Its now nearly six months later (11/27/2024), and the claim is still pending.Ive uploaded every document the rental car agency provided, including the rental agreement, damage photos, proof of payment, and repair invoice. Despite this, I keep getting told to upload more documents, but Ive already submitted everything I have.The repeated delays and lack of clarity have been incredibly frustrating. I need this claim resolved as soon as possible.Please review my case promptly and let me know if theres truly anything missingthough I dont believe there is.

• Initial Complaint

  Date:11/20/2024

  Type:Service or Repair 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.

  Hi I have filled a claim few months ago and yet there is no resolution. the company keeps asking the same documents over and over again and close the case without any resolution. I have resent all the documents and related info. No wonder there is a "F" rating for this company

  Business Response

  Date: 12/02/2024

  Please find the attached letter as a response to the filed complaint. 

• Initial Complaint

  Date:11/15/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I filed a claim for trip delay reimbursement as offered by my credit card on 8/11/2024. I received notice that additional documents were required by the claim examiners and uploaded those documents to the claim portal the same day. I then received notice that further documentation was required and uploaded these additional documents on 8/19/2024. Shortly thereafter, I received another request for documents that I had already provided, with the assertion that they were needed to process my claim. I uploaded all of the documents to the portal again on 8/28/24. Since that time, I have received repeated requests for the same documents on 10/4/2024, 10/30/2024, 11/6/24, and 11/14/2024. Following each notification, I have provided the documentation requested, and every time, I receive a response claiming that they are still needed. I have called and spoken to representatives of the company on six separate occasions and they have asserted that they will add notes to my file for the claim examiner to review. To date, I have not been able to resolve the issue and after my attempt again this morning at calling to speak with an examiner, I once more received notification that those same documents were needed to proceed. This is completely unreasonable and requires only very minor thought on the company's part to resolve correctly.

  Customer Answer

  Date: 12/09/2024

  Regarding complaint #********, the business miraculously approved my claim within a week of submitting complaints with BBB and the **********************************. It's a shame that it took filing a formal complaint to effectively resolve the matter, but at this point I consider the case closed.
  
  Thank you very much for your assistance.
  
  Regards,
  
  **** ******