Within five business days of identifying the proposed resolution, we will communicate to you in writing the proposed resolution and next steps, if applicable. If we fail to resolve the escalated case by the stated date, we may extend the resolution date for an additional 15 days however, the total time for resolution of an escalated case will not exceed 30 days. Upon receipt of your request, we will within three (3) business days following receipt of your escalated case, acknowledge your inquiry in writing via e-mail, fax, or mail, and provide you with a date by which we will resolve the escalated case, which shall be no greater than 15 days from the receipt date of the inquiry.
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