Camden Lakeway

Please review all attachmentsThis resident was instructed at move in per his signed lease document which is attached that garages are not to be used for storageSpecifically see page paragraph 32.b which has been highlighted yellow for referenceHe was given multiple notifications as seen in the attached time line of communication from the onsite team as well as signs are visibly posted at all entrances to the CommunityPlease feel free to contact me if you need any additional information

The managements response is not as stated in their replyWe contacted them, they contacted us back but did so leaving us no time to get in touch with them before they closedWe contacted them the next day to be told it was to lateAll we asked was the money we were wrongfully charged ($20) be refunded by Camden [redacted] continues to respond in a condescending way, refusing to hear that we are not asking to see each other's personal informationWe are asking for the same notifications be applied to online payment system as they use for their work ordersWith their work orders, anything submitted is sent to both partiesWith the payment system, I'm unable to see that the alternate user has set up a full paymentAll I'm able to see is "autonoay for full payment is set up"The system isn't set up to allow all the wealthy residents to over pay as [redacted] stated, it's set up to allow payment errors to benefit Camden [redacted] has been unwilling to hear the issue; she has not responded as stated aboveWe have saved the voicemail and email correspondences as well as outbound call detail proving her account of responses are not correct Complaint: [redacted] I am rejecting this response because:***'s outline of actions and responses are not correctAdditionally, Camden has not corrected the $fee assessed Sincerely, [redacted]

Camden associates attempted to contact the residents, *** *** and *** ***, on 1/2/as soon as we realized that they might have made a double payment on the account. *** ***, our leasing associate, left a message to clarify if they purposely paid an extra month.
As the payment was pulled from two different accounts, we were not sure if this was done on purpose. We do have residents that pay early and have this type of credit. After not successfully reaching them on the day we found this to be the case, we attempted to reach out via email the same dayThe dialogue is summarized below between the two residents and our Camden Lakeway staffIn the online portal it does give the ability to see the account that each individual has set up to pay onlineFor privacy reasons, each individual is only allowed to see the private information they set up on their individual account. They are issued a personal login and they designate the password. If they would like their house mates to see their private information they would need to share that information with them as we do not have access to thatWe worked closely with both Amanda and *** from the time we saw the possible double payment and made every effort possible to resolve the possible oversight. Documented Communication: 1/2/2017: *** ***, leasing associate for Camden Lakeway, called the residents of #*** to see if they had purposefully paid from two different account the full amount of rent1/2/17: *** *** emailed the residents in #*** to let them know of the possible over payment they had made1/3/17: *** replied in an email stating she had received ***’s communication and would be stopping by after workThat she had switched auto pay back in Dec and made the other account inactive. She was concerned about being overdrawn and wanted to speak with us1/4/17: After speaking with ***, the assistant manager for Camden Lakeway, *** had reached out to her bank to see what could be done. She asked *** to see if there was anything we could do on our end to stop the payment. *** reached out to accounting to see if a payment could be reversed1/5/17: *** had begun the process to stop payment or return payment to the resident’s account, without being aware the resident’s had stopped payment on one of the payment’s made. *** reached out to *** and explained how the reversal of a payment would work and that her account would be credited but this could take approx7-daysAccounting then reached out to *** to let her know that the resident’s had stopped payment and due to that we are not able to refund any fees as they had stopped payment prior to us being able to reverse payment.We made every effort possible to resolve this for our resident’s prior to any fees being assessed. As we aren’t able to go into any individual resident’s account, it is their responsibility to communicate with each other for all matters concerning their apartment home

The managements response is not as stated in their reply. We contacted them, they contacted us back but did so leaving us no time to get in touch with them before they closed. We contacted them the next day to be told it was to late. All we asked was the money we were wrongfully charged ($20) be refunded by Camden. [redacted] continues to respond in a condescending way, refusing to hear that we are not asking to see each other's personal information. We are asking for the same notifications be applied to online payment system as they use for their work orders. With their work orders, anything submitted is sent to both parties. With the payment system, I'm unable to see that the alternate user has set up a full payment. All I'm able to see is "autonoay for full payment is set up". The system isn't set up to allow all the wealthy residents to over pay as [redacted] stated, it's set up to allow payment errors to benefit Camden. [redacted] has been unwilling to hear the issue; she has not responded as stated above. We have saved the voicemail and email correspondences as well as outbound call detail proving her account of responses are not correct. 
Complaint: [redacted]
I am rejecting this response because:[redacted]'s outline of actions and responses are not correct. Additionally, Camden has not corrected the $20 fee assessed.
Sincerely,
[redacted]

Please review all attachments. This resident was instructed at move in per his signed lease document which is attached that garages are not to be used for storage. Specifically see page 12. paragraph 32.b which has been highlighted yellow for reference. He was given multiple notifications as seen in...

the attached time line of communication from the onsite team as well as signs are visibly posted at all entrances to the Community. Please feel free to contact me if you need any additional information.