Action: The 'Voice' apparently spoke

We moved, and I have been trying for four months to get my address changed by GMAC Mortgage for some securities we hold. I have written to the address on the envelope and on the check. I never hear back from the company, but my letters are never returned to me. Where do they go? Soon the post office will stop forwarding the remittances to us. Catherine Richard

Response: Theresa Munyan, director of customer advocacy for GMAC Mortgage Group in Horsham, Pa., said your request has been forwarded to the "Voice of the Customer" group for review and response. She did not let us know what the group's response was, so we were glad to get your note that your latest check came to the correct address.

Insurance impasse

My daughter was on my health insurance through work. When she turned 23 on March 13, 2001, she was terminated but reinstated through COBRA. That's when the trouble started. I filled out the form given to me by my employer in April.

When no confirmation was received that she was insured, I called UnitedHealthcare, which does our COBRA billing. It said it had not received any paperwork, so I talked to my human resources department, and another form was sent out. Unfortunately, this did not help either.

In the meantime, I have paid for seven months' insurance and yet, when my daughter tries to use the policy, she is told she is not covered. UnitedHealthcare says it is just the billing service, the insurance company says it can't help, and my employer keeps sending the forms to be filled out.

After I contacted you, I made one last effort with the insurance company. I was told everything would be taken care of and I could expect to receive my refund of $1,767 in four to six weeks. That was on Dec. 10. Can you help? Patrick Rogan

Response: Even though you signed a consent-to-release-information form, UnitedHealthcare's Patt Reed in Tampa said she couldn't disclose any information about your situation other than to say it has been resolved. If this was not settled to your satisfaction -- in other words, if you did not get your $1,767 refund -- please let us know.

Camphor tree troubles

In March 2001, I purchased a camphor tree from Sunray Nursery in Holiday as a gift for my granddaughter on her first birthday. I paid an additional charge for a one-year guarantee and for the nursery to plant the tree, which was required for the guarantee.

The tree, compared to others in the neighborhood, never did well after planting. The nursery came out, added some fertilizer and said the tree would be fine.

In October, it became apparent that this tree was not fine. Its leaves were sparse, and there had been no growth since its purchase. We called the nursery and asked that someone come out and look at the tree.

Multiple telephone calls were made and messages left for the owner. Our calls were never returned. In December, we finally spoke with the owner directly. Despite repeated promises to come out, no one ever did.

I asked my credit card company to reverse the $198.99 I was charged for the tree, planting and guarantee, but was told too much time has passed. I am therefore asking for your assistance. Mary Marcia Harris

Response: Tom Gschwind, president of Sunray Nursery in Holiday, said his associate, Kevin Singletary, went to your home to examine the tree after the nursery was contacted by Action. However, there was no tree for him to examine. Camphor trees lose most of their leaves in the fall and don't look great over the winter months, he said. They blossom out around February and March. Also, trees sometimes go into shock when they are first transplanted, and it can take a while for them to become established in their new surroundings.

Gschwind said his company did make an attempt to satisfy you. It returned your calls and checked on your tree more than once. The problem, he said, was your impatience with the tree, and now that it's gone, there is nothing further he can do.

We also checked with the Pinellas County Cooperative Extension Service. Urban horticulturist Opal Schallmo said it usually takes a year for a tree to become established. The sparse leaves of your camphor tree could have been the result of transplant shock. Older trees are evergreens and don't shed a lot of leaves.

Order being reshipped

On Oct. 5, I sent a check for $15.95 for 21 word-find magazines to Ebb Publishing Co. I have not received the books or heard from the company. On Dec. 31, I sent a letter along with a copy of my canceled check. Still no reply. I would appreciate any help you can give me. Ruth Adams

Response: Eda Gibbs from Ebb Publishing's parent company, Kappa Publishing Group in Fort Washington, Pa., apologized for the delay. She said an emergency request has been put in to the company's mailing facility to reship your 21 word-find bargain pack. You should receive it by mid-April.

- Action solves problems and gets answers for you. If you have a question, or your own attempts to resolve a consumer complaint have failed, write Times Action, P.O. Box 1121, St. Petersburg, FL 33731, or call your Action number, (727) 893-8171, or, outside of Pinellas, toll-free 1-800-333-7505, ext. 8171, to leave a recorded request.

Requests will be accepted only by mail or voice mail; calls cannot be returned. We will not be responsible for personal documents, so please send only photocopies. If your complaint concerns merchandise ordered by mail, we need copies of both sides of your canceled check.

We may require additional information or prefer to reply by mail; therefore, readers must provide a full mailing address, including ZIP code. Names of letter writers will not be omitted except in unusual circumstances. Letters may be edited for length and clarity.

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