Rockwood Property Management

Review: To Whom It May Concern: I have been a tentant at North Star Lodge apartments for over two years and haven't been late on a payment during this time, to include I have usually paid my rent on the 25th of each month before the 1st when it is due by cashiers check. I recently paid on the 31st via their online website via check. The online system said that it could not find my account a few days later and said that there was NSF which in fact was not true. So then I received a letter saying that I need to pay $35.00 for NSF in which I feel I should not have to pay even though I paid my proper rent when I got notice it the system rejected my payment. I tried to call the company who runs the website and did not receive a call back so I went to the credit union to get a cashiers check and submitted my payment to North Star Lodge, LLC. This is one of a few reasons I have not paid my rent online via check nor debit because of possible system error.Desired Settlement: After I pay the $35 dollars to be in good standing I want a check back for that very amount.

Business

Response:

The management team documented the following with regard to [redacted]’s Billing and Collections Issue:

• [redacted]’s online payment was received through our resident portal on October 31, 2013 for the amount of $787.00.

• On November 4, 2013, our office contacted Mr. [redacted] after receiving notification that the payment was returned due to an incorrect account number.

• Mr. [redacted] brought a cashier’s check for the $35 immediately to clear up the small balance on his account.

• Between November 1 and November 13, 2013, our online portal has received 100 transactions, 98 having successfully submitted without error. The other two, one of which belongs to Mr. [redacted] were due to an incorrect account number, entered by the individual.

• As stated in the tenant’s signed lease agreement, “A $35.00 charge will be assessed for any returned payment.” In this case, the error that occurred was with the input by the resident, which resulted in the return of his payment.

As a benefit to our residents, we have been accepting rent payment electronically since May, 2008. Many residents take the time to set their account up, store their billing information, and in some cases, establish recurring billing to avoid having to manually make payment. As with any online payment system, when an individual opens a new account, makes changes to an existing account, or revises information that the payment processing will rely upon, it is expected that they verify the information prior to submitting payment.

Sincerely,

Regional Manager

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

To Whom It May Concern:

The reason I am rejecting the response is that my account is a valid account with sufficient funds. If it were an NSF situatuation I would be understanding and would have no problem with the $35.00 fee. However, that was not the case, again I have been a tenant for over 2 years

and have always paid well before the due date by cashier's check (which I will from now on will do) because of this situation. Also, the system should have rejected the payment immediately if the check number that I inputed was wrong.

Thank you

Business

Response:

The management team documented the following with regard to

[redacted]’s follow up to the Billing and Collections Issue:

[redacted]

[redacted]’s online payment was received through our resident portal on

October 31, 2013 for the amount of $787.00.

On

November 4, 2013, our office contacted Mr. [redacted] after receiving

notification that the payment was returned due to an incorrect account

number.

Mr.

[redacted] brought a cashier’s check for the $35 immediately to clear up the

small balance on his account.

Between

November 1 and November 13, 2013, our online portal has received 100

transactions, 98 having successfully submitted without error. The other

two, one of which belongs to Mr. [redacted] were due to an incorrect account

number, entered by the individual.

As

stated in the tenant’s signed lease agreement, “A $35.00 charge will be

assessed for any returned payment.”

In this case, the error that occurred was with the input by the

resident, which resulted in the return of his payment.

As

confirmed with [redacted], a representative with Property Solutions, Inc, the

account number put in was incorrect, according to the bank’s return documentation. The bank stated that while the name

matched a customer in the database, the account number did not match that

record. Therefore, the payment was

returned. This error could have

been something as simple as a transposed number used in entry.

As a benefit to our residents, we have been accepting rent

payment electronically since May, 2008.

Many residents take the time to set their account up, store their

billing information, and in some cases, establish recurring billing to avoid

having to manually make payment. As with

any online payment system, when an individual opens a new account, makes

changes to an existing account, or revises information that the payment

processing will rely upon, it is expected that they verify the information prior

to submitting payment.

Sincerely,

Regional Manager

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

To Whom It May Concern:

I do not accept the response made by the business to resolve this complaint. I have enclosed the copy of the reciept that I received upon paying my rent by check. As you will see it was accepted that same day. It wasn't until the 4th that the "failed" information was sent to me via email in which is not unsatisfactory in my opinon. The "failed" email should have been sent immediately if it was the wrong account etc better yet shouldn't even allowed the submittal.

Thank You For Your Prompt Attention