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Refund arrives after missing facts deep-sixed her mail order

By SUZANNE PALMER
Published February 26, 2006

I saw a swimsuit special in a Lane Bryant catalog while traveling for my job. I sent a letter with my order, explaining my three choices and enclosing a money order for $72.19. I didn't use an order form because it wasn't my catalog.

When I didn't receive my order, I spoke with two Lane Bryant representatives, neither of whom could find my order.

I put a trace on the money order and was able to confirm it was cashed Oct. 31, 2005. It would cost an additional $12 to find out who cashed it.

Now I'm asking you to trace my order. From now on I'll make sure I always use an order blank to order merchandise.

- Linda Neely

Andrew Palmer, vice president of mail order and credit operations, investigated your complaint. You didn't use an order form and neglected to include any personal information with your letter, which made filling your order next to impossible.

"The tracer confirms that we cashed Ms. Neely's money order," Palmer said. "We have issued a refund for $84.19, which includes the $12 tracer fee. Ms. Neely's personal information was obtained from the trace receipt of the money order."

Palmer said he tried unsuccessfully to contact you by phone, but he has sent a letter of apology and explanation along with your refund to the address you provided.

New insurer found

I have automobile insurance through AARP with the Hartford. The cancellation date for my policy was Nov. 20, 2005. I have my premium automatically deducted from my checking account, but it had not been deducted as of Nov. 7 nor had I received any policy information. I called Nov. 25 and was assured I was insured. The representative said something should be coming in the mail anytime.

I waited until the end of November, but still received nothing. I did not like the tactics, so I found another company that was cheaper and much more accommodating. While I was in the new company's office, we called the Hartford to cancel its policy on Dec. 7. It was then I discovered the Hartford had electronically debited my account for $202.20.

I called the Hartford a few days later, but its representative could not find anything in the policy to explain the large amount it debited or an additional charge of $35.80.

You have helped me two times in the past year. I hope you can straighten out this mess.

- Mary Hise

"Mrs. Hise, we are sorry to have lost you as a policyholder," wrote Deborah Grey of consumer affairs at the Hartford in her response to our inquiry.

Most businesses record conversations between their customer service representatives and the public in order to ensure quality control. Grey was able to review taped phone records that show you contacted the company on Nov. 15, 2005, regarding your account. It was explained that no payment was due in November because your October payment had paid the policy in full for the 2004-2005 year. "The representative also explained that your new 2005-2006 policy term would begin on Nov. 20 and that the first payment would be electronically withdrawn from your account Dec. 7," Grey said. She sent Action a copy of the electronic withdrawal notice, which was issued Nov. 21, confirming the payment schedule for the new policy term. Your renewal policy took effect 18 days before your funds were withdrawn, meaning had you been involved in an accident, you would have been covered under the policy. You did not mention this conversation in your complaint.

It seems to be a coincidence that you called to cancel your policy the same day your account was debited for policy renewal. At that time Grey said it was explained that a short-rate cancellation would apply. That's the $35.80 charge you questioned. This occurs when a policy is canceled after the effective renewal date. Grey explained that the policyholder is charged for the period that the policy was in force, plus approximately 10 percent of the unused policy premium. This equation is used as part of the approved cancellation procedure under the guidelines of the Florida Department of Financial Services, Division of Insurance. Grey personally validated that the calculations were correct and in accordance with Florida's rate plan. Though not as detailed, the cancellation policy was also explained in correspondence you received Dec. 25, 2005, from Jonathan R. Bennett, executive officer at the Hartford. You even highlighted it for us.

Your complaint focuses on the Hartford's lack of communication with you about your policy renewal. Based on the Hartford's phone records and copies of documentation you sent, we believe the company did provide detailed information about the renewal of your policy, its coverage dates and cancellation fees. We're not sure what more information you required.

Sorry, wrong number

I bought a phone at the Cingular Wireless kiosk at Tyrone Square Mall and signed a service agreement with Cingular. When I left the mall, I tried to use the phone and it said "no service." Over the next two days I continued to try but always had the same result.

I called customer service and was told the number they gave me was already assigned to someone else. In completing the service agreement I had provided my Social Security number, credit card number and other personal information. Over the next hour and 30 minutes I was transferred to several people and finally wound up with the Fraud Division. I was so annoyed that I told them to cancel the contract, which they did.

I returned the phone to the kiosk and was told I would receive a refund by mail.

I have tried dealing with the manager at the kiosk and Cingular customer service for nearly a year. I am totally fed up, so I hope you can help me.

- Marilyn Kline

It took us another six months with no response from Cingular, but on Feb. 13, you sent a note saying you had finally received a refund. We are happy to find out that you received it.

-- 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.

[Last modified February 26, 2006, 08:13:43]