Alexan North Hills

Failure to notify residents of information regarding auto pay cancellation and promptly remedy account charge errors.The Alexan at North Hills utilizes an online automatic pay system. As a resident, I was unable to gain access to this auto pay system because of system and log-in errors over the course of two and a half years. Upon moving out, I was informed that auto-pay could not pay my partial last month's rent. So, I wrote a check to the Alexan at North Hills for $688.77. When dropping that check off, I spoke to the Apartment manager [redacted] about the bill for December's month which incorrectly listed the full month's rent due. He said I could throw the bill away and that the change of management from [redacted] to [redacted] resulted in billing errors. On December 2nd, my auto pay account drafted an additional charge for $591.12. On December 2nd, I called the Alexan to request a refund for that amount and was informed that I could not have that refund until the end of December. It is not good business practice to hold $591.12 that was erroneously charged for nearly an entire monty. Desired SettlementCheck for $591.12 payable to[redacted] immediately. Business Response The online system in reference is a convenient way for residents to pay rent. The residents are responsible for signing up for the service & canceling the service. It is purely a service that is offered for a convenient way to pay rent. Having been on the property for over 6 years the online payment system is exremely popular with current residents & former residents.