Hello Jennifer,
Sorry for the late response. We've been looking through your account and through your cancellation process. I'm very sorry to hear about your husband, and hope he is doing better. We are always willing to work with customers in extraneous circumstances. We would of liked this to be resolved in a more satisfactory manner. Looking back at your case notes and the cancellation call, the agent did not leave notes mentioning the unfortunate event with your husband. Only that you asked for a lower fee because you rarely used the service. While I'm sure it was talked about, every situation is taken via a case by case basis. We wouldn't be able to reverse the charge at this point, until we do a sale call review. That way we can clearly gauge whether or not you were correctly informed when signing up. It can take a few days for the results. If you were misled, we are definitely willing to offer a refund of fees. I will update you soon.
Thank you,
Chris
