Here at RAM we are unhappy that this situation occurred. By no means would we negate or purposely create a situation where a customer may be unhappy or uncomfortable. This situation occurred due to a misunderstanding between the representative and the client, and we have taken the time to review the case and make all the necessary corrections. We were contacted by Mitchell and he brought this misunderstanding to us, the second a manager was informed the correct action was taken. We then contacted Mitchell to dispel any misconstrued sentiments from this mishap. Mitchell was upset that he had to speak with two individuals before reaching the proper personnel to handle the matter. Unfortunately for our customer’s safety, we do not allow just any employee to access billing information. This is why it took Mitchell two individuals to speak with before getting to the manager, because when he was calling he was dialing to speak to a representative as opposed to requesting to speak to the manager from the get go. I am aware that this information may not have been made clear from the beginning but we have taken the steps to resolve this matter and better our communication system in the future to avoid a situation like this in the future.