Clark Custom Educational Loans, Inc.

Review: I was charged an annual fee for something that my credit card should not have been charged for. I used to work for an organization where I used my personal credit card for purchases and would be reimbursed. When I left that job, I revoked all previous authorizations. I spoke with and emailed [redacted], the owner of Clark Financial, on November 18, 2013. She assured me that my credit card would be refunded. 3 days after I was assured that my credit was already processed, my credit card company told me that no such credit had gone through. I have since tried multiple times to reach out to her and almost all of my communications have been ignored. I had to initiate a dispute with my credit card company in order to receive my credit.Desired Settlement: A full refund of the $429 charged to my credit card without authorization.

Business

Response:

Thank you for sending this information to my attention. We had worked with [redacted] in regards to his employment at the Clinic for which the charge took place. [redacted] was told that the charge would be reversed, and his emails and correspondence were certainly not ignored. In not having to refund many people there was a step missed in our refund, and it did take longer than expected. In the meantime, I was emailed, and talked down to. [redacted] did not let us know at the time of the agreement that his credit card was a personal use, nor did he let us know when his employment ended with the Clinic. I was reasonable and tried beyond everything to resolve the issue in a professional manner. Since he has already disputed the charge with his credit card company there will be no need to peruse the refund in this case.

Thank you again,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Ms. [redacted] is not being totally honest. At no point did I "talk down" her. However, I was a frustrated consumer due to the fact that I was assured my refund was going to be processed and it never was. It is the responsibility of someone in a customer service job to deal with frustrated customers and not just ignore them. I tried contacting Ms. [redacted] multiple times by both email and phone. None of my attempts to contact Ms. [redacted] were successful, which resulted in my growing frustration. She never responded to me. This is the first time I'm hearing about there being an "issue" with my refund. Had she just returned ANY of my calls or emails to explain the situation, it would not have needed to be escalated, unfortunately, my credit card bill was due and I wasn't going to pay $429 for an unauthorized charge so I was forced to dispute it since she didn't do her job in reversing the charge.

Regards,