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  • Well, do you follow me on this?:

    Shouting at me via ALL CAPS isn't going to get you your refund any faster.

    So I had a client who paid online and there were some check payments and some credit card payments. She wants a refund because she thinks she double-paid an invoice. We'd had an email conversation going and I was trying to clarify which payment she was talking about so the last message I sent her was to ask if the amount of the overcharge was $425.10. I needed to know because the one charge I could see had been pending and now shows as "error" which means it didn't go through. All I wanted to do was clarify so I could make a plan for fixing it. I even used that phrase, make a plan. This is what I got in return today (obscured check numbers just because):

    I am not sure how to make this more plain.

    We are set up on an automatic debit to our credit card for our quarterly lease payments.

    For whatever reason, we also sent a check for invoice 3302252481 that was due December 31,2016 in the amount of 425.10 on 12/13 with check # XXXX. I want to make sure that THIS CHECK PAYMENT was credited correctly.

    Since the invoice was PAID with a CHECK we assumed that there would not also be a CREDIT CARD charge for that same invoice. THERE WAS A CREDIT CARD CHARGE FOR THAT INVOICE, dated 12/28/16

    How can I be more clear that we paid the SAME INVOICE TWICE and I want to make sure that we have a credit on our lease account that will cover the next installment in March. I have given up hope that we would get a refund to the credit card. The online account shows no such credit.

    THAT IS THE ISSUE. WE PAID THE SAME invoice TWICE, once with a check, and even though I called, spoke to someone, and got an email confirmation that the "pending" charge would NOT post, it did.

    Please DO NOT CONFUSE the issue with any other invoice, error message, etc. I am not referring to any other past issue, only a double payment for the current invoice in question.

    Do you follow me on this?

    Please look at the account and confirm

    1) Check # xxxxx in the amount $425.10 was credited to the invoice 3302252481 or if this is going to sit on the account and pre-pay the next invoice due in March.

    2) Make sure that your system does NOT debit the credit card in March because our account should show that this coming invoice is already PAID!

    If your system can not handle an over payment, then we expect a CREDIT to the [bank] ACCOUNT for the entire duplicate charge posted on 12/28/16 for $425.10 for invoice# 3302252481 that was paid with a CHECK or a cash REFUND for the check we sent!!!

    However your company needs to deal with this, we want to avoid another credit card charge for an account that should be showing a credit of $425.10.
    First, from what I remember, there were 4 online charges, three of them for $four hundred FIFTY and change and one for the amount she's talking about. I gave that info to her 2 emails ago. Also, yes, there were some checks. If there were a credit anywhere I would have seen it. Thus, my having to clarify so that I could send it to the payment research people. I gather from this nasty-gram that the charge did go through. Ok, but when I sent the last reply right before this I DIDN'T KNOW THAT YET. Also, I'm incensed at this gem:
    Please DO NOT CONFUSE the issue with any other invoice, error message, etc.
    There is no other anything on my end! There is only one transaction for that amount in the banking system, period, and it doesn't show cleared. Even if there's an error, I don't deserve to be treated like I'm stupid.

    I forwarded it to my team lead with the title I'm not dealing with this.
    "Is it hot in here to you? It's very warm, isn't it?"--Nero, probably

  • #2
    Jesus, Mary, and Joseph. All that drama to NOT answer a simple question. Some people really just do not know how to interact with others.

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    • #3
      I think the crazy woman can't read.

      "Make a plan" is really close to "make it plain." Nevertheless, she leaped off of the crazy cliff with her rant.

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      • #4
        From her lengthy missive, I would infer there were other payments that were mis-applied? And those have been straightened out, so don't mess with those.

        Her problem is thinking that a human at the company is watching her account and making sure she doesn't pay the same invoice twice. She sounds very frustrated, but being snarky about it will only make people dread calling her to straighten it out.

        I have to untangle a similar situation with my health insurance company. Not looking forward to it.

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        • #5
          Sometimes misapplication means there's money sitting on account. We do have to look at the whole picture and fix it all.
          "Is it hot in here to you? It's very warm, isn't it?"--Nero, probably

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          • #6
            Dear customer,

            Thank you, from your reply it appears the answer is YES, this is about the $425.10 payment. I've forwarded all details to our investigation team to research the issue and help us get to a resolution. We'll be updating you with the results of our investigation.

            I hope you have a great day, thank you.

            Two can play at being Captain Obvious.
            A lion however, will only devour your corpse, whereas an SC is not sated until they have destroyed your soul. (Quote per infinitemonkies)

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            • #7
              Even better: the overage is smaller because it applied to an odd property tax bill that only goes out annually. And she has to wait a month and a half for a refund check to reach her. It won't automatically apply next quarter. I'm not babysitting it. For a few people I do but not anymore; was told yesterday not to anymore.
              "Is it hot in here to you? It's very warm, isn't it?"--Nero, probably

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              • #8
                Refunded on a property tax bill? Must be nice. My State doesn't do refunds on DMV nor property taxes, although you may be able to have them credit the overpayment to next year's property tax. Overpay on DMV - free money to the State.
                Figers are vicious I tell ya. They crawl up your leg and steal your belly button lint.

                I'm a case study.

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                • #9
                  Quoth Cia View Post
                  Refunded on a property tax bill?
                  We call it that, but it's a tax we paid since we own the machine. What they pay is a reimbursement for that, so it's a charge coming from us.

                  Well, I called her and let her know it would be a credit back to her card rather than a refund check and her response was a snippy "Yes, that's what I wanted in the first place." Glad to be done with this account. I've had accounts that were so screwed up as to put this little problem to shame and the people were nicer.
                  Last edited by Food Lady; 01-25-2017, 03:30 AM.
                  "Is it hot in here to you? It's very warm, isn't it?"--Nero, probably

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