Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid Service Line Warranties of America $69 for an annual water line insurance last year and renewed a month or two ago as well. I filed a claim around August of 2023 with them for a water leak at my house located at ********************************************************************* several months ago. The water leak was fixed but the concrete still has yet to be filled in and I have called many times to get that done which is covered by that insurance. I keep getting told either that the concrete complaint has no been given approval by Service Line Warranties or that the concrete company has not submitted a bid to Service Line Warranties. Last Monday on Sept 30th. I called again and was told approval was being done on my claim. It is now Oct ****** and still nothing has been done and no contact to me about my repair still pending. I need help[ to get my concrete repair done which is covered by that warranty. I had told them last time that if i keep getting put off I would file a complaint with The Better Business Bureau.

  Business Response

  Date: 10/17/2024

  We are in receipt of the complaint filed by ****** ****** and regret to learn of his dissatisfaction. Service Line Warranties of America (SLWA) places our customers at the heart of everything we do and considers customer satisfaction of utmost importance. We take customer complaints seriously and are working with Mr. ****** to resolve the issue to his satisfaction.
  

  A member of ***** Office of the President team has conducted a detailed investigation and reached out to Mr. ****** on October *******. The *** member ensured approval for the restoration was completed and has arranged for a service provider to contact Mr. ****** to arrange an appointment to complete this work.
  

  We appreciate you bringing this matter to our attention and giving us the opportunity to respond. We look forward to continuing to work with Mr. ****** to reach a final resolution on this matter.

• Initial Complaint

  Date:09/04/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had sewer line backups and the pipe had 3 holes in it and no flap. Called them 6 times and they said they will get a hold of a plumber out right a way. We have been paying into them since 2016. We never heard from the plumber or this company. We had to get it done and when we got a certified plumber they said he was out of network and they will not cover it. We tried calling their plumber but the phone was disconnected. What a way to run a company and sad how they treat seniors.

  Business Response

  Date: 09/12/2024

  We are in receipt of the complaint filed by *** ********** and regret to learn of his dissatisfaction. SLWA - Service Line Warranties of America (“SLWA”) places our customers at the heart of everything we do and considers customer satisfaction of utmost importance. We take customer complaints seriously and are working with *** ********** to resolve the issue to his satisfaction.
  
  A member of HomeServe’s Office of the President (“OTP”) is investigating this matter thoroughly and working diligently to provide *** ********** with the necessary answers to his request for reimbursement. We anticipate a detailed explanation in the next week.
  
  We appreciate you bringing this matter to our attention and giving us the opportunity to respond. We look forward to reaching a mutual resolution with *** ***********

  Customer Answer

  Date: 09/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  *** **********

  I am working with them and I agree that there will hopefully be a resolution next week. So far they have been responsive to my complaint. 

  Customer Answer

  Date: 10/07/2024

  *** and *** ****** **** <*********************>
  Sat, Oct 5, 7:02 PM (2 days ago)
  to me
  
  I am sending this email to let you know that I have resolved my complaint with Home Serve. They took care of our issues in a very equitable manner. I wish to say that I have been satisfied by what they did for us. Very good customer ********************** with the Pennsylvania office.
  

  Thank You,
  *** **********

• Initial Complaint

  Date:08/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  RE: Sewer Line Insurance. Sewer stopped flowing 03-31-2022. Called SLWA. Five day wait for technician with no ability to use sewer. Technician cleared line & said it was compromised and had to be replaced. SLWA said they will not replace it until it collapses. It is 8 feet below a 4" concrete driveway. It can not collapse. (Per technician) Sewer stopped flowing 01-11-2024: Called SLWA. Two day wait for technician. Technician did not clear line, saying it needs to be replaced. SLWA refused until it collapses. SLWA would not send another person to clear the line. Sewer still not flowing & not usable Same day- Called & paid out-of-pocket for private plumber who cleared line. Received letter advising that 07-13-2024 SLWA cancelling my policy. Was advised on a call to SLWA that they are cancelling because they know they will have to replace the line. I have the insurance to fix the line. Their technicians confirmed that the line needs to be repaired or replaced. SLWA should repair the line for which I've paid insurance for many years.

  Business Response

  Date: 08/14/2024

  We are in receipt of the complaint filed by **** ***** and regret to learn of his dissatisfaction. Service Line Warranties of America (“SLWA”) places our customers at the heart of everything we do and considers customer satisfaction of utmost importance. We take customer complaints seriously and are working with *** ***** to resolve the issue to his satisfaction.
  
  A member of SLWA’s Office of the President (“OTP”) is investigating this matter thoroughly and working diligently with *** ***** to provide a solution to his concerns about his sewer line and possible repair or replacement. We anticipate a detailed explanation in the next week.
  
  We appreciate you bringing this matter to our attention and giving us the opportunity to respond. We look forward to reaching a mutual resolution with *** ******

• Initial Complaint

  Date:07/26/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  have a sew line home warranty, selling house. A plumbing company scope the sewer line and sees a offset quite a bit and holds sewage. I reported this to the Service Line Warranties. Brenda at SLW reported that because there's no backup into house and I'm able to use facilities it's not covered. Explain the scope shows trouble and needs repaired to prevent backup. Sewer line is not connected. Brenda said it's not covered until backs up into house. What good is a warranty is if doesn't cover problem discovered before major damage is caused?

  Business Response

  Date: 08/02/2024

  We are in receipt of the complaint filed by ******* ******* and regret to learn of her dissatisfaction. Service Line Warranties of America (SLWA) places our customers at the heart of everything we do and considers customer satisfaction of utmost importance. We take customer complaints seriously and are happy to report that the issue is resolved.
  
  In response to this complaint, a member of SLWA’s Office of the President conducted a detailed investigation of the issue and as a result, called *** ******* on August 1, 2024, and advised that the issue is excluded per the terms and conditions of the agreement. *** ******* accepted this outcome.
  
  We trust this response satisfactorily resolves *** ********* concerns. We appreciate you bringing this matter to our attention and giving us the opportunity to respond.  We welcome *** ******* to reach out to us with any further concerns.

  Customer Answer

  Date: 08/02/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. 
  
  Regards,
  ******** *******

• Initial Complaint

  Date:07/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted service line on 6/26 to request an assessment for a blocked sewer line. I was given an appointment with ******** *** **** ********. A technician was dispatched on 6/28. Unfortunately, I was unable to meet the technician at that time. However, I continued to search and look for other plumbers in the area to address the blockage in my sewer line. I contacted H20 Services based out of St. Clair Shores who is also a contracted with HomeServe. Based on the assessment of the area and the sewer being blocked it was recommended that the sewer line be replaced, a quote was provided and submitted to Service Line Warranty via H20 Services. Estimate attached). A sewer scope was completed on 7/9 by ******* *** **** ***** and Sewer who then also submitted a request for sewer replacement. The claim was accepted by HomeServe and the service was scheduled for August 15th. I was informed during a phone call on 7/12 that the repair was sent to a new contractor, H20 Services because of the previous contractor’s timeline. H20 Services provided a quote of $12,988 for the entire sewer line to be replaced which would be 75 ft of total sewer line. It has now been three weeks since the initial service request and the sewer line has yet to be replaced. This has been disruptive to me and my family’s life as we are limited with use of the toilet and other appliances for fear that the sewer line would back-up or overflow. So, I found a local licensed and insured contractor (estimate attached) who is immediately available and willing to complete the project for $8500 this week. (Estimate attached) I am asking for HomeServe to allow me to use a non HomeServe contracted or agree to reimburse me in the amount of $8500 if I have the non HomeServe contractor complete the work. The sewer line has been deemed “permanently blocked” by two of Home Serve contractors. The request was marked “urgent” by the warranty company, however, none of the contractors have treated the matter as such.

  Business Response

  Date: 07/24/2024

  We are in receipt of the complaint filed by ********* ******** and regret to learn of her dissatisfaction. Service Line Warranties of America (SLWA) places our customers at the heart of everything we do and considers customer satisfaction of utmost importance. We take customer complaints seriously and are happy to report that the issue is resolved.

  In response to this complaint, a member of SLWA’s Office of the President conducted a detailed investigation of the issue and as a result, called *** ******** on July, 18th 2024 and offered to contact our contracted service provider and request that her repairs be expedited. The member was able to have the repair scheduled for July 27th, 2024, and *** ******** accepted this outcome. 

  We trust this response satisfactorily resolves *** ********** concerns. We appreciate you bringing this matter to our attention and giving us the opportunity to respond. We welcome *** ******** to reach out to us with any further concerns.

• Initial Complaint

  Date:07/13/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a plumbing issued and requested service per my warranty via phone on July 6, 2024. The computerized call center took my information and stated that SLWOFA / Homeserve representative will respond. I did not receive a call from them and on July 8 I called and spoke to a representative at SLWOFA and was put on hold so they could check the status. When the representative came back, I was told there was a difficulty dispatching the two companies they use in my area and my claim will be needed to go to the next level because "they have more resources" . I was asked to allow 4 hours for a response. I did not receive any response. On July 9, I called and for a status and was told they are still working on it and I should receive a call back within 24 hours. No call received. On July 13, I called back for a status. The representative told me there were no record of my call? I do not know how that is possible, as I was sent to the higher level department. I was put on hold and then told a message was just left with Rotor Rooter to call me. The representative told me it was not SLWOFA failure, but the vendors. This is absolutely SLWOFA failure to answer the phone initially and to not respond with a status or whether a vendor was eventually contacted. I have been paying premiums for inside and outside plumbing warranty for years at the referral of our water company and when I am in need of service, I am left to fend for myself. Completely unacceptable!

  Business Response

  Date: 07/16/2024

  We are in receipt of the complaint filed by **** ****** and regret to learn of his dissatisfaction. Service Line Warranties of America (“SLWA”) places our customers at the heart of everything we do and considers customer satisfaction of utmost importance. We take customer complaints seriously and are happy to report that the issue is resolved.
  
  In response to this complaint, a member of SLWA’s Office of the President conducted a detailed investigation of the issue and as a result, called *** ****** on July 15th, 2024. The member offered a one-time monetary gratuity due to the delay he experienced. *** ****** accepted this outcome.
  

  We trust this response satisfactorily resolves *** ******** concerns. We appreciate you bringing this matter to our attention and giving us the opportunity to respond. We welcome *** ****** to reach out to us with any further concerns.

  
  

  Customer Answer

  Date: 07/16/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** ******

• Initial Complaint

  Date:07/11/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12.2.2023 I paid via phone my yearly payment of $114.84 to Service Line Warranties of America for my Exterior Sewer/Septic Line. My payment confirmation number is ********* The amount of $114.84 was deducted from my bank account 3 times, on 1.22.2024, 1.26.2024 and 1.31.2024. I called them to request a reimbursement for $114.84 + $114.84. Over the last 7 months I have spoken with 7 different people, sent several emails with my bank account statement showing where they deducted the payment 3 times and was PROMISED reimbursement each time. I finally received 1 refund of $114.84 on 4.23.2024. I am still waiting for the 2nd refund. Today I spoke with yet another person who put me on hold to "speak to her supervisor". She then told me to send my bank statement so they could review the situation. I asked why since I had sent it twice already. I then requested to speak with her supervisor or someone higher up. She put me on hold again and then said they weren't available. She took my phone number and said they would call me within the hour. For 7 months I have been patient but it is now out of control. I told her I will start charging interest for the time they have held on to my money. In addition I said I have lost time when I could and should be working. I also told her that this mess isn't her fault, I know she's just the messenger. But I did ask why I should continue to stay with the program next year. This is like running into a brick wall when everything is so clear that they owe me. I am beginning to wonder if this is a legitimate business. By the way, it's been about an hour and no phone call.

  Business Response

  Date: 07/18/2024

  We are in receipt of the complaint filed by ******** ***** and regret to learn of her dissatisfaction. Service Line Warranties of America (“SLWA”) places our customers at the heart of everything we do and considers customer satisfaction of utmost importance. We take customer complaints seriously and are happy to report that the issue is resolved.
  
  In response to this complaint, a member of SLWA’s Office of the President (“OTP”) conducted a detailed investigation of the issue and as a result, called *** ***** on July 17, 2024, and advised her second refund was approved and we are in process of issuing her refund for the triple billing. Contingent on receiving the refund *** ***** has accepted this outcome.
  
  We trust this response satisfactorily resolves *** ******* concerns. We appreciate you bringing this matter to our attention and giving us the opportunity to respond. We welcome *** ***** to reach out to us with any further concerns.

  Customer Answer

  Date: 07/18/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  ******** *****

• Initial Complaint

  Date:07/11/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an exterior sewer/septic and exterior water warranty service in which both are supposed to be due at the same time on the 15th of every month. I called on Thursday 7/11/2024 and spoke to Gunther to verify the due date and was told, sewer would be due July 15th and water would be due Nov 15th. I bought these warranty services at the same time and they both should be due on the same day. For some reason, they refuse to fix this issue. Correct the due date so that both exterior water and exterior sewer payment will be due at the same time on the 15th of every month. The next payment for both these services should be July 15, 2024. $8.00 for the exterior sewer/septic line and $6.00 for the exterior water line with a total of $14.00

  Business Response

  Date: 07/17/2024

  We are in receipt of the complaint filed by *** ******* ******** and regret to learn of her dissatisfaction. HomeServe USA places our customers at the heart of everything we do and considers customer satisfaction of utmost importance. We take customer complaints seriously.
  
  In response to this complaint, a member of HomeServe’s Office of the President team (“OTP”) conducted a detailed investigation of the issue and contacted *** ******** on July 15, 2024. *** ********’s account is billing on the requested dates; however, due to a credit on her Water Service Line plan, she does not have a payment due to November 15, 2024. HomeServe continues to work with *** ******** to ensure her satisfaction.
  
  We appreciate you bringing this matter to our attention and giving us the opportunity to respond. We welcome *** ******** to reach out to us with any further concerns. 

  Customer Answer

  Date: 07/17/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* ********

• Initial Complaint

  Date:07/09/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Back on June 25 2024 i was charged twice and they all ready refunded the first 88.52. I still have not got my twice 88.52 refunded back to as of today. I called today an agent said the twice one was denied. I want my twice one refuned back to me. this has cost me for what they did two very doctors appointments that now i have to wait other 6 months to get to see them again. plus late fees on bills because of this. Thank You ******* ******

  Business Response

  Date: 07/15/2024

  We are in receipt of the complaint filed by ******* *****n and regret to learn of her dissatisfaction. Service Line Warranties of America (SLWA) places our customers at the heart of everything we do and considers customer satisfaction of utmost importance. We take customer complaints seriously and are happy to report that the issue is resolved. 
  
  In response to this complaint, a member of SLWA’s Office of the President conducted a detailed investigation of the issue and as a result, called **** **** ****** on July 9th, 20204, and advised that her refund had been reissued and provided clarification on what cause the delay.  **** ****** accepted this outcome. 
  
  We trust this response satisfactorily resolves **** ****** concerns. We appreciate you bringing this matter to our attention and giving us the opportunity to respond.  We welcome Mrs. Nelson to reach out to us with any further concerns. 

  Customer Answer

  Date: 07/15/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:07/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1/18 Homeserve auto debitd $72.12 frm checkng acnt @ bank 4 Water Line & was apropriat 3/6 Auto debitd 2nd bill 4 WL serv. Double bill 3/7 Cald HSLW CS 2 infrm of duble bill. Spok w Desiree. Said accnt would credit by 3/9 3/11 Spok w Alicia credit hadnt happnd. Told if not in accnt on 3/12 call back 3/17 No Refund 3/18 Spok w Kate. She's checkg w bill depart 2 see about refnd stat. Was told theyd auto dial me 3/21or22. No call 4/23 Spok w Megan. Waitng refund. Putng thru again. Told 2 check accnt 4/30 No credit 5/8 Spok w Jeffrey. Infrmd accnt was creditd. It wasnt there. Was wiling 2 have conf call w me & bank 2 chck situation. Clerk at CU confirmd never been money credit 2 any accnts frm Homeserve. Confirmd 2 debitd charge of $72.12 6/5 Spok w Michael. Recevd bill 4 Sewer. Sewer=$83.52. Askd if theyd let me pay diff betwen expctd credt & what I owe 2 mak expectd total $83.52. He chckd w his super & super agred it would B aceptable way 2 settle situation. Would owe $11.40 4 Sewer. Askd me 2 wait few days 2 make payment 2 be sur acount balanc $11.40. Will call in 2 days on 6/7 @ 9:00 cntrl time. No call 6/10 Spok w Ross. He was concernd Michael hadnt calld. He textd Michaels superv. Was told Michael 2 call. No call 6/12 Spok w Jennifer. Will have someone call. To happn 12-24 hrs 6/13 No call 6/14 Spok w Breanna. She checkd acount, balance is $11.40. Paid over phone w cc. $0 balance 6/27 Have recevd bill 4 Water Line $72.12 7/1 Calld 2 inquir why getng this bill. Had already paid in January. Woman explaind yes I was double billd but they creditd acount in March. She could see applid credit toward balance due on Sewer Line. Since they creditd me still owe Water Line. She thinks Ive been double creditd in March & toward Sewer! She wasnt willing 2 conference w bank. Askd what account was credited as it wasnt mine. Couldnt tell me. Shes openng another ticket 2 have billng contact me w acount info & will confernce w bank. Someone 2 call in 24-48 hrs 7/3 No call

  Business Response

  Date: 07/12/2024

  We are in receipt of the complaint filed by *** ****** ******* and regret to learn of her dissatisfaction. Service Line Warranties of America (SLWA) places our customers at the heart of everything we do and considers customer satisfaction of utmost importance. We take customer complaints seriously and are working wit* *** ******* to resolve the issue to her satisfaction. 
  
  In response to this complaint, a member of SLWA’s Office of the President team (“OTP”) conducted a detailed investigation of the issue and contacted *** ******* on July 5, 2024. We have confirmed the coverage is paid in full for this plan year. We are continuing to take additional internal administration steps to ensure *** ********* account show the correct balance and will follow up with her once fully rectified.
  
  We trust this response satisfactorily resolves *** ********* concerns. We appreciate you bringing this matter to our attention and giving us the opportunity to respond.  We welcome *** ******* to reach out to us with any further concerns.