First 60 Days

Twin Oaks Returns Management offers four convenient ways for members to pay: By phone; through a secure Web site, in person at the front desk, or by US mail. We accept Visa, MasterCard and Discover. We can even draft a member’s checking account if they prefer. We’ll work hard to make sure your money is retrieved, and your member stays a member. How we handle:

> Disputes

Our initial notice states clearly, as required by law, that members have 30 days to notify us, in writing, of any dispute. If the person says there has been an error, or in any way disputes the charge, we hear them out and call you for guidance on how to handle the situation.

> Paying in Your Club

If a member offers to pay in club, by all means, take the money. We enter the payment forms into our accounting system which in turn stops further recovery efforts and ensures the accuracy of your month-end reports. Amounts recovered in club are netted out of your remittance check at the end of the month.

> Members Who Promise to Pay, but Don’t

Every member conversation, including promises made, is logged into our accounting system. If payment doesn’t come within the timeframe promised, phone calls resume.

> Members Who Have Moved

If it’s a local move, we get the new address and pass it to you so you can update your records. If it’s more than 25 miles from the club, we ask for valid proof of the move and, depending on the timing of the move and your policy, adjust the account accordingly.

> Members Who Refuse to Pay the Service Fee

We’re not authorized to waive the service fee, but you can do so if you feel you must. After all, it’s your member and sometimes you just need to do that for goodwill reasons. If you waive the service fee, Twin Oaks will still be entitled to a percentage of what is collected. This gives you the flexibility to run your club as you see fit without creating a false incentive for you to waive fees at our expense.

> Payment to the Club

Proceeds are directly deposited into your designated club operations account on or about the 3rd day of the following month.


To sign up, or for more information, please call our Returns Management specialists at 860.829.6000.