The complaint is regarding a customer's reinstate charge of $due to lack of final paymentThe customer states that she made the final payment on line a few days before the final payment deadlineHowever, the payment did not go through and the customer was auto-cancelledHence the reinstate charge of $30.Our system required the customer to enter their credit card information and click a "Next" bottomIt then if takes them to another page where they must click "Perform Payment"The last step is to click "OK" in th drop down boxThe final screen states that their payment has been approved and allows them to click a bottom showing them their new account balanceThe client did not complete the process by clicking either "perform payment" or the "OK" in the drop down boxWe take over 10,on-line transactions a year and this may happen a handful of timesThe client was told this by Ms [redacted] and assumed it was a system errorIt was the client not reading and following the instructions correctlyIt was an unfortunate and rare occurrence brought on by user errorI have included the screen shots of the process for your review.As a gesture of Good Will, the client was given a full refund, including $the non-refundable deposit!We hope that this resolves the issues to their satisfaction.Sincerely, [redacted] ***President
The complaint is regarding a customer's reinstate charge of $due to lack of final paymentThe customer states that she made the final payment on line a few days before the final payment deadlineHowever, the payment did not go through and the customer was auto-cancelledHence the reinstate charge of $30.Our system required the customer to enter their credit card information and click a "Next" bottomIt then if takes them to another page where they must click "Perform Payment"The last step is to click "OK" in th drop down boxThe final screen states that their payment has been approved and allows them to click a bottom showing them their new account balanceThe client did not complete the process by clicking either "perform payment" or the "OK" in the drop down boxWe take over 10,on-line transactions a year and this may happen a handful of timesThe client was told this by Ms [redacted] and assumed it was a system errorIt was the client not reading and following the instructions correctlyIt was an unfortunate and rare occurrence brought on by user errorI have included the screen shots of the process for your review.As a gesture of Good Will, the client was given a full refund, including $the non-refundable deposit!We hope that this resolves the issues to their satisfaction.Sincerely, [redacted] ***President