Action: Delayed refund leads to improved processing

I would like your help in receiving an overpayment made to SDI Diagnostic Imaging. I went to its facility in Oldsmar on April 12 for a mammogram and was told I needed to pay $100 because my deductible had not been met. When I received my explanation of benefits (EOB) from my insurance carrier in early May, I realized that only $70.12 was credited to my insurance deductible. I called Blue Cross Blue Shield and was told I never should pay for services before they are completed and that I was due to receive a refund of $29.88 from SDI.

After several calls to SDI in May and June, it finally received a copy of my insurance EOB in late June and agreed it would send me the refund. When I did not receive it by late August, I called again and was told that SDI could not send me a check because I had paid by credit card, and that my paperwork would be put on the supervisor's desk and a credit would be issued in six to eight weeks.

I patiently waited until the end of October before making the first of a number of calls. The supervisor was never in the office, and my calls were never returned. I mentioned during one of my calls that I would contact Action and was told to go ahead and do so. Maybe you can help where I failed. Anne Harkins

Response: Donna Kelley, director of billing for SDI Healthcare Management Services in Tampa, said she researched this matter and discovered your refund request was apparently lost in mail deliveries between offices. To prevent this from happeing in the future, new procedures have been put in place regarding refund requests. She apologized for the inconvenience and frustration and said your refund has been mailed to you.

If you receive an e-mail that appears to be from Discover and states that your Discover account is on hold and asks for personal information to reactivate it, hit the delete button on your keyboard. Someone up to not good is trying to steal your personal information to either make fraudulent charges on your account and/or steal your identity.

The "real" Discover Card never asks for the kinds of information being requested in this e-mail: your user ID or account number, password, last four digits of your Social Security number, mother's maiden name, cardmember ID and expiration date. In fact, treat all e-mail or phone requests for these kinds of information as suspect.

If you received this e-mail and responded, call and report it to Discover Card immediately.

Recent recalls

About 42,000 fondue pots by Trudeau Corp.; the pots' plastic handles can melt and crack during heating on a range top, posing burn and fire hazards. The recalled fondue pots were sold as part of a 17-piece set at Bed, Bath and Beyond stores from August 2001 through July 2002 for about $20. Model number 82-384 is on the box. Call toll-free 1-877-659-4844 for replacement pot and gift; Web site: www.trudeaucorp.com

104,000 pounds of canned Chili con Carne by Intermex Products USA Ltd.; the product contains undeclared ingredients and an undeclared allergen (oats). Affected are 15-ounce cans of "el Rio, Southwestern Style, All Natural, Chili con Carne, No Beans," produced on various days between Dec. 7, 2000, and April 19, 2002; and 15-ounce cans of "el Rio, Southwestern Style, All Natural, Chili con Carne, With Beans," produced on various days between Sept. 28, 2000, and Sept. 16, 2002. Each product bears the establishment number "EST. 13172" inside the USDA seal of inspection. This recall expands the Feb. 4 recall of about 1,060 pounds of canned Chili con Carne. Return product to place of purchase. Call (972) 660-2071.

14.4-ounce jars of "Galil Sun Dried Tomatoes In Oil" by Galil Importing Corp.; the product contains undeclared sulfites, which can cause serious or life-threatening reactions in those with sensitivities or allergies to sulfites. The glass jars are labeled with container code "L33713/Use By 12/3/2003." Return to place of purchase for refund. Call (516) 496-7400.

Sources: SafetyAlerts at www.safetyalerts.com; Consumer Product Safety Commission at www.cpsc.gov, toll-free 1-800-638-2772; Food and Drug Administration at www.fda.gov.; USDA Meat and Poultry Hotline, toll-free 1-800-535-4555; government food safety information at www.foodsafety.gov; National Highway Transportation Safety Administration's Auto Safety Hotline, www.nhtsa.dot.gov/hotline, toll-free 1-888-327-4236.

-- 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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