We sincerely apologize for the misunderstanding with Ms*** The account, to which payments from her credit card have been applied, belongs to that of her parents, [redacted] and [redacted] *** In Ms [redacted] called to have her parents account re-activated as it had been shut off due to delinquency on the account The charge to get the account in good standing was $and [redacted] agreed to pay for the account at that time The account is on an auto pay plan and the card was on file and charged automatically each month On July 1st, the service was cancelled and a refund of $was made to the credit card on file, which was [redacted] On July 27th, Dawn came into the office stating that she had never intended to pay her parents account on a monthly basis, only the one time and that we needed to refund her money Because so many months had gone by using [redacted] card for the automatic payment with no indication that we were charging her account in error, she was told that we would be willing to refund her card once we received payment from her parents for those same months This was not agreeable to [redacted] so the account was escalated to upper management After review by upper management, it was determined that we would refund [redacted] card in good faith and address the issue of the debt owed on the account in a different manner The refund amount owed is $based on the nine months (Oct – June 2015) her card was charged $29, less the credit card refund of $that was processed on July 22nd The paperwork for the refund was processed and an attempt to refund the credit card was made on July 31st We were unable to complete the refund because the card was no longer valid and had been cancelled We called [redacted] immediately to determine how should would like us to process the refund and were unable to reach her on several occasions The following is a log of the calls attempting to resolve the matter and refund Ms***:7/ 2:pm7/ 3:pm7/ 4:pm8/ 11:am8/ 11:am8/ 2:pm8/ 11:am There is no voicemail set up on her phone so we have been unable to leave her any messages regarding the matter We would’ve been happy to process the refund in the form of a check but do not have an address on file to which we can send it If Ms [redacted] would like to contact our accounting department to provide the information needed to process the refund we will do so in a timely manner If she would prefer to stop by and pick up a check we can have it prepared and waiting for her at the front reception areaat a time that is convenient for her Again, we sincerely apologize for the miscommunication regarding the matter of payment on the account and look forward to getting it resolvedBest Regards,Cascade Networks
We sincerely apologize for the misunderstanding with Ms*** The account, to which payments from her credit card have been applied, belongs to that of her parents, [redacted] and [redacted] *** In Ms [redacted] called to have her parents account re-activated as it had been shut off due to delinquency on the account The charge to get the account in good standing was $and [redacted] agreed to pay for the account at that time The account is on an auto pay plan and the card was on file and charged automatically each month On July 1st, the service was cancelled and a refund of $was made to the credit card on file, which was [redacted] On July 27th, Dawn came into the office stating that she had never intended to pay her parents account on a monthly basis, only the one time and that we needed to refund her money Because so many months had gone by using [redacted] card for the automatic payment with no indication that we were charging her account in error, she was told that we would be willing to refund her card once we received payment from her parents for those same months This was not agreeable to [redacted] so the account was escalated to upper management After review by upper management, it was determined that we would refund [redacted] card in good faith and address the issue of the debt owed on the account in a different manner The refund amount owed is $based on the nine months (Oct – June 2015) her card was charged $29, less the credit card refund of $that was processed on July 22nd The paperwork for the refund was processed and an attempt to refund the credit card was made on July 31st We were unable to complete the refund because the card was no longer valid and had been cancelled We called [redacted] immediately to determine how should would like us to process the refund and were unable to reach her on several occasions The following is a log of the calls attempting to resolve the matter and refund Ms***:7/ 2:pm7/ 3:pm7/ 4:pm8/ 11:am8/ 11:am8/ 2:pm8/ 11:am There is no voicemail set up on her phone so we have been unable to leave her any messages regarding the matter We would’ve been happy to process the refund in the form of a check but do not have an address on file to which we can send it If Ms [redacted] would like to contact our accounting department to provide the information needed to process the refund we will do so in a timely manner If she would prefer to stop by and pick up a check we can have it prepared and waiting for her at the front reception areaat a time that is convenient for her Again, we sincerely apologize for the miscommunication regarding the matter of payment on the account and look forward to getting it resolvedBest Regards,Cascade Networks