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If the member has a legitimate claim, such as a medical disability or relocation (more than 25 miles from the facility), we will verify and process the appropriate documentation and cancel if valid. If the contract was entered online, we will cancel the contract per the terms submitted. If the member disputes the terms of their agreement and a copy of their agreement is not on file, we will request one. It is your responsibility to provide a copy to Member Solutions within two business days.
Other optionoptions:
a. Do not cancel. Refer all members back to the Business Location to allow an opportunity to discuss cancellation in an effort to save the membership or for verification of a claim.
NOTE: Member Solutions reserves the right to cancel a contract if the business does not respond to the member's claim within two weeks.
If any member mentions that they want to cancel their account, we automatically send you an email alert to make you aware. This does not mean the account was cancelled. A list of cancelled accounts appears appear on your Activity Report.
Auto-Renewal Cancellation
If a Term Agreement has an auto-renewal component, AND you cancel the existing agreement, we will cancel the auto-renewal portion.
When a member initiates cancellation for the auto-renewal component, we will adhere to the terms of the agreement.
NOTE: If the agreement was entered online, and no copy was provided for to us, we will cancel the auto-renewal portion as long as we receive the cancellation request prior to the service expiration date in the original agreement in writing from the member.
Member Due Date Change Request
We will comply with a member's request to change their due date as long as the new due date falls within the same billing cycle.
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Member Payment Method Change Request
We will comply with a member's request to change their payment method. A consumer has the legal obligation to pay but has the right to select any payment method we offer.
We can however charge an adjusted rate when a member changes their payment method. This must be clearly stated in the original signed agreement.
To implement an adjusted pay rate policy for your member accounts, please complete the Convenience Fee Authorization form and submit to Member Solutions for processingDo Not Auto Draft Request
If a member calls Member Solutions and verbally or in writing requests that we stop automatically charging them, or the member revokes their authorization, Member Solutions is obligated by law to oblige this request. When this request is made the member’s invoice(s) will be marked as “Do Not Draft”. The member would need to go online, call us, mail in a payment or go directly to the facility to make a payment.