I am writing this to express my disappointment with the lack of customer support and the inflexible fee policies at DentiCare.On Christmas Day, our bank blocked our credit card due to detected fraud. As a result, the DentiCare payment scheduled for that day failed. My wife tried calling immediately to explain, but as it was a public holiday, there was no answer. She also checked the website for a way to pay manually, but no options were provided. On the 26th of December, she received an automated email that finally included a BPAY option, which she processed immediately.Despite this, DentiCare’s system failed to register the manual payment. We have been bombarded with escalating and threatening messages regarding "reprocessing fees" that continue to increase.The customer service has been very poor. My wife spent two hours on on hold over multiple occasions trying to get through to a customer support person. After multiple attempts, she finally got through to someone on the service desk, but they refused to remove the fees. Our emails have also gone largely ignored. While the contract mentions fees for failed payments, it is unreasonable to penalise a customer when the failure was due to bank-verified fraud and the payment was made the moment DentiCare provided the means to do so. We expect these fees to be waived in full and our account to be cleared.
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