I work for an on-line company, and it's not unusual for someone to call and say that they've been charged twice for an item when in fact they've only been charged once. The first attempt failed, and the bank is showing 2 'holds', and the failed hold will drop.
How do you tell someone that doesn't understand this that they've only been charged once? How can you prove it to them (over the phone) when their bank is saying they were charged twice?
They are so immature that they say they are going to sue us, and contact the fraud department (which I doubt that they will)... as if threatening us will do anything. BTW... the items we sell are $20, or less.
2007-12-05 04:12:36 · 10 answers · asked by Anonymous in Society & Culture ➔ Etiquette
Oh sorry... this particular customer called on Monday and she got the bank involved. The bank said that the credit will be issued in 24/48 hours. Customer then calls us back asking for the refund when she was on the phone when the BANK said it would take 24/48 hours... I tell her to call the bank.. and she puts up a hissy fit about why she has to call the bank when we "took her money".
2007-12-05 04:22:14 · update #1
Tell them that the first charge is in the process of being dropped. You understand their frustration, but there is nothing you can do about at the moment. Ask them to check back with their bank in a few days, and everything should be in order. Let them know that it's a banking error and will be corrected as soon as possible.
(Diplomacy, remember?)
2007-12-05 04:17:37 · answer #1 · answered by Anonymous · 5⤊ 0⤋
A lot of people are running very close to their credit limits, these days. Regardless of what you think of their financial management skills, if someone thinks they have $100 in credit available and they get declined for a purchase because an unknown "hold" means they only have $50 or $60 available, it can be a real inconvenience to wait for a bank to get around to giving them their credit back, especially if it's for something that they had no control over in the first place. So I can understand why they would be peeved. We once had over $1500 on hold on our credit card, because a hotel charged our card twice. They issued a credit (after several days of phone calls), and it took the bank several days to register the credit. Meanwhile, we were in a foreign country with $1,500 less than we had planned!
Still, yelling at the poor hapless customer service hack is rude. The best you can do is refer them to their bank.
2007-12-05 05:35:45 · answer #2 · answered by Anonymous · 0⤊ 0⤋
Try explaining that the first fee is just a holding fee- it's like a test to see if the money is really in the account before the product is shipped out. The holding fee/test never takes the money, just sees if it's there first- the second charge is in fact the real charge that takes the money.
That's sort of how I explain it to myself from the warning that hot topic had when I ordered my sister's birthday gift from the internet. Perhaps you should suggest to your boss that the website people buy from should have a similar warning so that people know that there will be two charges- only one of which will actually go through.
2007-12-05 05:15:07 · answer #3 · answered by Meana 2 · 1⤊ 0⤋
Don't get upset. Be empathetic. Say, I understand your concerns. I would be upset in this situation too. You are not the first person to call this about this and this is what we have discovered. Your bank has placed 2 holds against your account. I'm sorry that we can't offer you an explanation of why your bank does this but perhaps if you call them then they will give you an answer. I'm sorry that I'm not able to resolve this problem for you because I would like to.
2007-12-05 04:20:09 · answer #4 · answered by Unsub29 7 · 2⤊ 0⤋
Well I don't blame the customers, if their bank tells them that they have been charged twice for something. I would do the same thing. I would be pissed... I don't care what that company said or did not say or should of said. If my bank tells me that some company charged me twice for the same thing, I would check into it... As for immature it is not, because we are pissed, and yeah I told a few company's that I would sue them... So deal with it, or if you don't like it than get another dam job...
Captain, Chris W T
ATP- Lear 45, B747- A318 - A380
CFI
2007-12-05 06:56:11 · answer #5 · answered by CaptainChris 3 · 0⤊ 1⤋
Just let them know that once the amount goes through (is no longer pending), to check and see if it was charged once. Tell them that if it is charged twice, to bring in the statement (as proof), and their receipt, and you will gladly reimburse them (even though once it goes through, it will only be charged once, that's what always happens, you are just giving someone who is ignorant to this type of situation some comfort in knowing that their money is safe.). I always get two pending charges when I dine out. First they swipe the card, but then if you tip, they do it again, but they always cancel out the first debit before it goes through.
2007-12-05 04:24:16 · answer #6 · answered by erica0129 4 · 1⤊ 0⤋
Customer service is really tough.
All you can do is apologize and advise the customer that things will be taken care of.
Mrs. Smith, we at ACME company are terribly sorry this situation occurred and please understand that the matter will be resolved. It will, however, take time to fix - a minimum of (the greatest amount of time the bank said) but it will get fixed. And all we can do is apologize for the inconvenience this error may have caused you - and ask for your patience.
I am terribly sorry, Mrs. Smith, but my manager is not available at the moment; but I can transfer you to her voice mail if you wish. Her name is Mrs. Jones.
Thank you so very much Mrs. Smith.
2007-12-05 04:34:50 · answer #7 · answered by Barbara B 7 · 1⤊ 0⤋
They aren't immature...just misguided as their bank is telling them one thing and you are telling them another. The thing is people trust their banks and are therefore more likely to believe what the bank says than what you say!
I know its infuriating but be patient with them.... If what you say is correct, you can have the satisfaction of knowing that they will be thoroughly embarrassed when they realise the truth!
2007-12-05 04:31:44 · answer #8 · answered by Babs 3 · 3⤊ 0⤋
Just tell them to look more carefully at their transactions, and notice that the hold on their account is still PENDING. Once the person's bank pays you, the duplicate hold will drop off.
2007-12-05 04:48:34 · answer #9 · answered by brevejunkie 7 · 0⤊ 0⤋
most people doesnt have heart in business...u just face animal everyday, be strong.
2007-12-05 04:16:37 · answer #10 · answered by Anonymous · 2⤊ 2⤋