Mr [redacted] came to our office on 1/wanting to know why the account for both [redacted] and himself had been charged a $NSF feeI explained to [redacted] that it was due to the account the payment was processed on came back to us as a closed accountHe stated that [redacted] went in on the 22nd to update the account information but it didn't saveAfter reviewing the activity (attached) on ***'s account I can see where she logged into her online account at 6:and her payment was processed at 6:where she was issued a receiptPrior to selecting to process the payment the account holder is able to see which account they're using to make their paymentIn addition, the receipt [redacted] received would have also stated that her old account was selectedThey are stating they weren't aware it was the old account selected and not the new account when the payment was processedI do not have the ability on site to see what the tenant did when they accessed their account online which is why I've reached out to our support department to see if they're able to provide me any additional information pertaining to thisOnce I'm able to receive that I'll see if there's anything I can do pertaining to the $NSF fee, however as it stands now it's showing as a tenant error for failing to ensure before submitting their payment that the account information was correct in addition to looking at the receiptI also sent a follow up email to [redacted] on Friday letting him know that I would reach out again to them once I heard back from the support department(attached)
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I still don’t have my money back for a technical glitch in THEIR systemI have never bounced a payment before and they know thatI will not bounce payments in the futureThe bank account that they charged was DELETED before I made any paymentI entered in my new information and the other account was charged anywayThat is not okay with meTheir response is that they contacted the 3rd party and said the charge would stayThat’s not sufficient for me since the third party wouldn’t even talk to me or my fiancé and they were the problem in the first placeThey have tried to pass of their error as mine when it wasn’tI can provide documentation of my account history on the date I made the paymentIf the correct account had been charged, that I entered, then it wouldn’t have bouncedThey refused to even talk to ME about the situation and told me they wouldn’t even look at the paper work I hadThis is unacceptable.
Regards,
*** ***
We processed the payment received from Mrs*** bank along with the other batch of checks we received from that bank on June 30, While we understand Mrs*** didn't contact her bank to ensure payments ended which resulted in an additional check being sent, we are unable
to issue her an immediate refundOur policy is to process overpayments along with deposit refunds checksVirginia state law allows for up to days to issue a deposit refund, however as explained to Mrs*** we typically are able to process and issue them much quicker than the required daysWe will process Mrs*** deposit refund and return any refunds and/or overpayments necessary along with an itemized list of deductions within the required days
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
Mr. [redacted] came to our office on 1/26 wanting to know why the account for both [redacted] and himself had been charged a $35 NSF fee. I explained to [redacted] that it was due to the account the payment was processed on came back to us as a closed account. He stated that [redacted] went in on the 22nd to...
update the account information but it didn't save. After reviewing the activity (attached) on [redacted]'s account I can see where she logged into her online account at 6:05 and her payment was processed at 6:12 where she was issued a receipt. Prior to selecting to process the payment the account holder is able to see which account they're using to make their payment. In addition, the receipt [redacted] received would have also stated that her old account was selected. They are stating they weren't aware it was the old account selected and not the new account when the payment was processed. I do not have the ability on site to see what the tenant did when they accessed their account online which is why I've reached out to our support department to see if they're able to provide me any additional information pertaining to this. Once I'm able to receive that I'll see if there's anything I can do pertaining to the $35 NSF fee, however as it stands now it's showing as a tenant error for failing to ensure before submitting their payment that the account information was correct in addition to looking at the receipt. I also sent a follow up email to [redacted] on Friday letting him know that I would reach out again to them once I heard back from the support department. (attached).
Mr [redacted] came to our office on 1/wanting to know why the account for both [redacted] and himself had been charged a $NSF feeI explained to [redacted] that it was due to the account the payment was processed on came back to us as a closed accountHe stated that [redacted] went in on the 22nd to update the account information but it didn't saveAfter reviewing the activity (attached) on ***'s account I can see where she logged into her online account at 6:and her payment was processed at 6:where she was issued a receiptPrior to selecting to process the payment the account holder is able to see which account they're using to make their paymentIn addition, the receipt [redacted] received would have also stated that her old account was selectedThey are stating they weren't aware it was the old account selected and not the new account when the payment was processedI do not have the ability on site to see what the tenant did when they accessed their account online which is why I've reached out to our support department to see if they're able to provide me any additional information pertaining to thisOnce I'm able to receive that I'll see if there's anything I can do pertaining to the $NSF fee, however as it stands now it's showing as a tenant error for failing to ensure before submitting their payment that the account information was correct in addition to looking at the receiptI also sent a follow up email to [redacted] on Friday letting him know that I would reach out again to them once I heard back from the support department(attached)
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I still don’t have my money back for a technical glitch in THEIR systemI have never bounced a payment before and they know thatI will not bounce payments in the futureThe bank account that they charged was DELETED before I made any paymentI entered in my new information and the other account was charged anywayThat is not okay with meTheir response is that they contacted the 3rd party and said the charge would stayThat’s not sufficient for me since the third party wouldn’t even talk to me or my fiancé and they were the problem in the first placeThey have tried to pass of their error as mine when it wasn’tI can provide documentation of my account history on the date I made the paymentIf the correct account had been charged, that I entered, then it wouldn’t have bouncedThey refused to even talk to ME about the situation and told me they wouldn’t even look at the paper work I hadThis is unacceptable.
Regards,
*** ***
We processed the payment received from Mrs*** bank along with the other batch of checks we received from that bank on June 30, While we understand Mrs*** didn't contact her bank to ensure payments ended which resulted in an additional check being sent, we are unable
to issue her an immediate refundOur policy is to process overpayments along with deposit refunds checksVirginia state law allows for up to days to issue a deposit refund, however as explained to Mrs*** we typically are able to process and issue them much quicker than the required daysWe will process Mrs*** deposit refund and return any refunds and/or overpayments necessary along with an itemized list of deductions within the required days
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
Mr. [redacted] came to our office on 1/26 wanting to know why the account for both [redacted] and himself had been charged a $35 NSF fee. I explained to [redacted] that it was due to the account the payment was processed on came back to us as a closed account. He stated that [redacted] went in on the 22nd to...
update the account information but it didn't save. After reviewing the activity (attached) on [redacted]'s account I can see where she logged into her online account at 6:05 and her payment was processed at 6:12 where she was issued a receipt. Prior to selecting to process the payment the account holder is able to see which account they're using to make their payment. In addition, the receipt [redacted] received would have also stated that her old account was selected. They are stating they weren't aware it was the old account selected and not the new account when the payment was processed. I do not have the ability on site to see what the tenant did when they accessed their account online which is why I've reached out to our support department to see if they're able to provide me any additional information pertaining to this. Once I'm able to receive that I'll see if there's anything I can do pertaining to the $35 NSF fee, however as it stands now it's showing as a tenant error for failing to ensure before submitting their payment that the account information was correct in addition to looking at the receipt. I also sent a follow up email to [redacted] on Friday letting him know that I would reach out again to them once I heard back from the support department. (attached).