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Action: Insole customer gets runaround

Insole customer gets runaround

Q: I ordered two pair of WalkFit insoles in February. Two days later, I called back to correct the sizes and was told they couldn't stop the order at that stage. I was advised to place a new order, which I did.

I sent back the first one when it came and was to receive a credit to my credit card.

I've called many times to get my money back but I'm always told to call back in 8 to 10 days. I've even faxed them a delivery record check showing my order was delivered to them.

They owe me $59.80 and will not pay up.

Betty Mize

A: Consumer complaint analyst for WalkFit, Mary Armstrong, said a review of your account showed the company's warehouse never sent notification that your returned insoles had arrived.

"As it was never logged in," she said, "a refund was never issued."

Armstrong acknowledged you had called in, but the customer service representative was unable to use the tracking number you provided because the information was "only stored for a certain period of time," she said.

That may be true, but considering the fact that you had the documentation and you faxed it in, that explanation shouldn't have precluded the processing of your refund.

"I certainly apologize for the inconvenience," Armstrong said. She's refunded your purchase price of $59.80 plus the $7.80 postage for return.

Dental claim stuck in limbo

Q: In July 2006 I had a procedure done at what was then Castle Dental. It is now Bright Now! Dental.

The bill for $350 was originally sent to my dental insurance provider. In the following months I've received invoices from Bright Now! Dental showing a balance due of $350, which is offset by a credit for the same amount "expected from insurance." The situation has continued to the present.

I've called the billing office a number of times to find out the status of the charge; a person there always said they'll resubmit the claim. During one of my conversations, they said the procedure was surgical and so they billed Medicare for it.

If I'm truly obligated to pay this bill, I will. However, as long as the billing shows they expect to receive payment, I see no reason to do so. If it's determined that I must pay, I'd like to receive copies of the claim denials.

Mary Ann Hublack

A: The claim was denied by your dental insurance provider, according to Bright Now! Dental office manager Judy Lagos. It was then submitted to your medical insurance provider, which said it should be submitted to Medicare. There it remains.

The claim has been submitted several times, Lagos said, but Medicare won't give the office any information because it doesn't have a billing ID with the agency. It hasn't been denied; it just appears to be in limbo. She suggested you phone Medicare yourself to see if you can get an update.

If it doesn't pay the claim, "we would be glad to reduce the fees to (the dental provider's) PPO maximum fee," Lagos said.

Until then, it's hurry up and wait.

Action: Insole customer gets runaround 10/18/08 [Last modified: Saturday, October 18, 2008 4:30am]

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