Wednesday, June 10, 2009

Gently Apply Pressure HERE

You guys are so funny. Wishing you had seen my cursing, ranting, all-fired-up post about my billing refund problem. I was mortified what you would think of me. You might think I was a cursing, ranting, all-fired-up woman who was really off her nut this time.

But to give you a little satisfaction, I will tell you that I had it out with them on the phone today.

I was stomping mad all day yesterday after an unsuccessful telephone call to the Clinic. I was mad all afternoon. All evening. My DH even gave me a really nice, 30 minute foot rub/calf massage to help soothe me. I went to bed mad (not at him) and I woke up mad. I watched the clock this morning and waited.

At 10:45am this morning I finally called M at the Clinic. She is the one I have been trying to work with for the past 2 weeks. I began calmly and pleasantly, inquiring about the status of my refund (again). When I got the same song and dance (sorry, need manager's approval, he's out on a family emergency, nothing I can do, sorry to inconvenience you), I launched.

In a stern, tight, teeth-clenched but completely under control voice, I said, "I'm sorry, but this is beginning to border on unacceptable. We have been discussing this for 2 full weeks now. You were to discuss this with the office manager a week ago. I do not understand why my request has not been approved. It is ridiculous that it has taken even this long. I imagine that your office has been able to make charges on people's credit cards during the past 2 weeks. You should be able to make refunds. I cannot believe that no one in the entire office other than the manager has the authority to approve my refund. If, God forbid, something terrible happened to him, are you telling me that the entire financial dealings of your office would come to a screeching halt? I somehow believe that someone else is able to make a decision."

She was polite but I had clearly ruffled her feathers. She asked me again why I didn't want to leave the funds on their books since we are currently in a new cycle. I already had this conversation with her here under update item (5) and I was sick of having to explain why they are not entitled to keep my money.

Finally she said she would have A, the IVF coordinator, and definitely a person of position and power in that office, call me. Twenty minutes later I received an email from A, promising my account would be refunded by Friday, apologizing for the delay and stating that the refund person has been out of the office. I responded, thanking her and explaining that I understand it is the Clinic's policy that they receive payment in advance, but that because there are no assurances that any given cycle won't be cancelled, I prefer not to have to pay in excess of $5,600 to my credit card company until necessary.

Shortly after that, M the finance girl called back (wow, she is brave!) and told me that she was processing my refund right now and wanted to confirm my card number.

My credit card company says it will be 2 days until the credit posts to my account.

By late this afternoon, I actually was feeling guilty for how harshly I spoke to M (although no F-bombs passed my lips!). I called her back. She took my call! I sincerely apologized for being so angry this morning. She was very sweet, sounded at ease, and said she completely understood. We talked and even laughed a little bit. She said that in fact, after she spoke with me this morning, she decided to go ahead and just post refunds to several patients who requested them (jeepers, how many were there? How many cancelled cycles? But this is an entirely different issue).

Anyway, the whole thing ended on a positive note. I should have my funds back, I remain on good terms with the Clinic (at least I think), and I never said the F-word once.

I did ask my DH whether he thought a person who is fuming angry burns more calories than the same person when relaxed. He just shook his head, smiling.


Sandra D. said...

Good for you! That is fantastic news. What a pain that you had to go through all of that to get what was rightfully yours - but it all ended well. Next time I get any trouble over a refund, I'll send them your way :-)

cindyhoo2 said...

My partner and I laughed out loud at your response to the clinic. It sounds exactly like what she would say. You go! I can certainly see your lawyer side come out.

tireegal68 said...

Good for you! I don't think you were out of order at all. You weren't abusive you were firm and tenacious. I am glad that they got their sloppy arses in gear and you shook them out of their complacency. It's great that you were able to remain friendly with the clinic lady. Way to go! Proud of you! Score is one to the IFs, nil to the Big Business Baby Factories!

stillhopeful said...

Good for you! You got the refund you deserved, you got your personal satisfaction, and you kept on good terms with the clinic. And you helped out other refund recipients as an added bonus. That's a productive day!

looking4#3 said...

AWESOME!!!! I think you were very diplomatic, understanding and patient!!! Fortunately, for them, you possess those qualities. I, on the other hand DO NOT!! I wish I did, but I don't. My husband has to handle all problematic situations, b/c I tend to fly off the handle, curse like a truck driver, rant and rave!!! He is so calm, so direct and almost always gets his way---we do make a good team.
So glad you got the refund!!!

K said...

Yesssss! I am so happy you asserted your right. And, way to be the random advocate of all of the "other" outstanding refunds. (!) And, if you hadn't continued to inquire (i.e. complain, ask, whatever) who knows when or if you would have ever gotten the refund. This kind of stuff just burns me. REALLY burns me. Glad you were able to keep your cool. I can't say that I would have. :)

Anonymous said...

Yay for finally getting your money back! You handled that entire situation with a lot more grace than I would have, that's for sure. I'm glad things ended up OK and that you were the catalyst for others getting their money back too!