What happened was a woman misunderstood the office assistant on the phone while she was making an appointment. The woman believed her dental care was fully covered by the financial hardship program. However, when it came time to pay, she was charged a small amount for that day's appointment and informed that she would owe over five hundred dollars for future appointments. She immediately explained that she was told she had full coverage for her dental care and was informed it would all be free. When the dental students and women collecting money, they informed her that she only had 20% coverage on her dental care. The dental students felt bad because they had also misread his chart, so they repeatedly told him that all of his work would also be fully covered. The women then explained that she did not have five hundred dollars and would not be able to pay for the recommended dental work. The students apologized repeatedly and accompanied her to the finance office to see what happened. When I spoke with the students, they informed me that the documents were correct and that it was not fully covered. Although this situation is uncomfortable for everyone involved, I think it is important to plan carefully in advance to avoid similar situations.