Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10435240, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Unfortunately, it is true that the customer’s credit card/ debit card was taken at our register and not processed in a timely manner. The issue was an error in our credit card processing company’s reconciliation process. (This just means that the company failed to process this charge; there...
was no breach of credit card information nor compromise of our systems.) To make sure this does not happen again, we have instituted some fail-safe reporting to ensure that the processing of credit and debit cards occurs smoothly for each and every customer. In early February of 2015, we were made aware that an issue occurred back in September, October and November of 2014 with some credit and debit transactions at our stores. Our team was told we would be receiving more information upon discovery from our Accounting department. Once the credit card company ascertained that the charges had not been processed, they pushed the button to retrieve the funds from the accounts that had been utilized. This was not specific to the CHRISTUS Healthy Living Spa, but spanned the entire CHRISTUS retail system in Texas and Louisiana. When we learned of the collection of funds, we reported that this was not the best way to handle this issue. However, the credit card companies’ stance was that it is the customers’ responsibility to keep track of their debits and their charges. They stated that credit card users had free interest on the charges for the months they had not been charged, and that debit card users had not contacted us in regards to charges that had not been taken and should be balancing their checkbooks. However, we are prevented by law from storing credit card information, so there was no way for us to notify anyone that they had charges that had not been processed, because we keep no record of credit card information and could not see who was affected. CHRISTUS Health Retail did not feel this action treated our customers in a way that is consistent with our core values, so we implemented a process to refund any NSF bank charges that occurred as a direct result of the late debit charge. Again, I stress, we had to wait for them to contact us, as we have no record of who was affected. We have also been sending out gift certificates to those clients that did not incur NFS charges but still were upset about the surprise on their account. Those customers that have contacted my office have received this explanation, and we have issued checks to cover the specific NSF resulting from the surprise charge when the customer gives us the information from their bank. I do not have any record that Mrs. [redacted] contacted my office, but I will reach out to her to see if any of the solutions I offered above would help rectify the issue she experienced. I am truly sorry and I am ultimately responsible for any issues that occur with our customers. I am trying to make sure I can make customers whole and gain back their trust. Henry RivasCHRISTUS Health - Retail Support CenterExecutive Director
I have not been contacted yet nor received a gift certificate for the inconvenience.
Complaint: 10435240
I am rejecting this response because:
Sincerely,
[redacted]
You are correct on the call portion. I will reach out to you now. However $50.00 in Spa Gift certificates were mailed out last Friday 2/20 to you and many of our cusomers who experienced the same issue.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10435240, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Unfortunately, it is true that the customer’s credit card/ debit card was taken at our register and not processed in a timely manner. The issue was an error in our credit card processing company’s reconciliation process. (This just means that the company failed to process this charge; there...
was no breach of credit card information nor compromise of our systems.) To make sure this does not happen again, we have instituted some fail-safe reporting to ensure that the processing of credit and debit cards occurs smoothly for each and every customer. In early February of 2015, we were made aware that an issue occurred back in September, October and November of 2014 with some credit and debit transactions at our stores. Our team was told we would be receiving more information upon discovery from our Accounting department. Once the credit card company ascertained that the charges had not been processed, they pushed the button to retrieve the funds from the accounts that had been utilized. This was not specific to the CHRISTUS Healthy Living Spa, but spanned the entire CHRISTUS retail system in Texas and Louisiana. When we learned of the collection of funds, we reported that this was not the best way to handle this issue. However, the credit card companies’ stance was that it is the customers’ responsibility to keep track of their debits and their charges. They stated that credit card users had free interest on the charges for the months they had not been charged, and that debit card users had not contacted us in regards to charges that had not been taken and should be balancing their checkbooks. However, we are prevented by law from storing credit card information, so there was no way for us to notify anyone that they had charges that had not been processed, because we keep no record of credit card information and could not see who was affected. CHRISTUS Health Retail did not feel this action treated our customers in a way that is consistent with our core values, so we implemented a process to refund any NSF bank charges that occurred as a direct result of the late debit charge. Again, I stress, we had to wait for them to contact us, as we have no record of who was affected. We have also been sending out gift certificates to those clients that did not incur NFS charges but still were upset about the surprise on their account. Those customers that have contacted my office have received this explanation, and we have issued checks to cover the specific NSF resulting from the surprise charge when the customer gives us the information from their bank. I do not have any record that Mrs. [redacted] contacted my office, but I will reach out to her to see if any of the solutions I offered above would help rectify the issue she experienced. I am truly sorry and I am ultimately responsible for any issues that occur with our customers. I am trying to make sure I can make customers whole and gain back their trust. Henry RivasCHRISTUS Health - Retail Support CenterExecutive Director
I have not been contacted yet nor received a gift certificate for the inconvenience.
Complaint: 10435240
I am rejecting this response because:
Sincerely,
[redacted]
You are correct on the call portion. I will reach out to you now. However $50.00 in Spa Gift certificates were mailed out last Friday 2/20 to you and many of our cusomers who experienced the same issue.