Colonial Oil

Dear Mr[redacted],
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We are very sorry that this matter was not handled better on our part
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First, we were never informed by you in June that fraudulent charges were issued to your Mastercard account.? All we saw was that your Mastercard bank reversed two charges for $US
and $US to us on June 27, 2017.?
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In cases like this, our Payment Services department looks up the details of the contested charges and provides a response to your credit card bank to see if the purchases in question can be identified or linked to a valid bank account (given the details provided with each online order).? For both purchases, your billing information provided for these two online orders were confirmed as valid, so, without any further information or having been notified by you that there were two fraudulent charges placed on your Mastercard account through asknet AG, it was concluded that enough evidence existed to match the two contested orders as valid
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When you first contacted asknet AG by email on September 14, 2017, this is where we should have handled your fraud claim differently and escalated it to our Payment Services team for further review instead of simply informing you of the status of your contested orders.?
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We will forward your fraud claim to our Payment Services department and ask them to review and process a manual refund back to your Mastecard account (the same account that was used for both purchases on June 11, 2017).? Payment Services will respond to you via email directly for your two fraud claims for orders [redacted] and [redacted] and let you know the status of these two refund requests
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asknet AG prides itself in supporting all customer inquiries in a timely and efficient manner and will continue to do our best to assist all customers with a fair and equitable resolution to all reasonable requests
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Regards,
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[redacted]
asknet, Inc
Customer Service Manager / North America
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? Tell us why here

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to meSincerely, [redacted]