DeChristopher Brothers

[redacted] was issued both an apology in a mailing that went out and copies of the corrected transactionIn a correction to her original claim, that we charged her $799.00, our records show that we incorrectly charged her account $and immediately refunded the transaction and charges the correct amount of $It is highly unlikely that within seconds, [redacted] became overdrawn and thus charged service fees from her bankWe did not appreciate that [redacted] was unaccepting of our verbal apology on the phone and that she threatened to never recommend us for future workI'm also sure that [redacted] had not informed you that her invoice with us was past due and that we had taken no action against her other then request that she check her records and see that she didn't "forget" about us, nearly days after the initial due date Please keep us informed of what transpires.Regards,Charles D [redacted] DeChristopher Bros., Inc

I again offer my apology for any inconvenience the errant charge may have created, however I find it necessary to help clarify some of the stated factsI believe that the following information provided should help in reaching a determinationI have attached the credit card transactions as they happened to show that the errant charge made at 11:AM on 7/30/and settled on 11:AM on 7/30/14, was returned on 11:AM on 7/30/and settled on 11:AM on 7/30/14, a total of minutes of time to make correction Our processor confirmed, as we informed [redacted] , that as of our settlement time of 11:AM on 7/30/14, the funds are no longer in our possession and the refund is then processed by her bank and could take up to 2-business days to show in her account, again [redacted] was advised of this and again encouraged to take needed action on her account to alleviate any issues that might happen[redacted] was advised of the errant charge on the day it occurred to advise of the error and to encourage making adjustments to her account so as to avoid any issues that may arise; her initial reply to that was "accidents happen, not a problem" and actually thanked the representative for advising her of suchOnce the issue arose with [redacted] 's bank, the tone changed and [redacted] became very non-responsive to any offerings we made We informed [redacted] to have her bank, which she indicated that she previously worked for and had a great relationship with, contact us so we could inform them of the error with the hopes of re leaving [redacted] of any fees that she may have receivedHer reply was that " she had too much on her plate" " and didn't have the time to contact her bank" and that we should contact her bank, to which we advised her that we would be unable to discuss her account with her bank without her granting that permissionThe continuous overdraft charges lasting for the three days as mentioned, should have been avoided since more then ample notification was supplied to [redacted] , allowing for adjustments to be made on her partIt is my understanding that matters of an overdrawn account, like those in this case, will have no negative effect on your creditworthiness and thus no need for an explanation to be placed on letterhead.In regards to the "condescending and patronizing manner" in which [redacted] references, I can not believe that a client would have been spoken to in that manner, as it is not a manner in which we treat our customers nor would I get involved with any derogatory verbiage that [redacted] may have spoke to our representativeI believe this to be a "he-said,she-said" circumstance and find it unnecessary to comment on, however, if [redacted] feels she was spoke to in a manner she felt intolerable, I offer a generalized verbal apology for the treatment [redacted] believes she received Hopefully, this will suffice and aid in closing this complaintPlease feel free to contact me with any further questions.Regards,Charles D [redacted] DeChristopher Memorials

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.] RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] . Mr. Charles D [redacted] ' s response and cursory apology, while unsatisfactory to me, is reluctantly accepted. Perhaps Charles D [redacted] and John D [redacted] should take some customer service classes to refresh their behavior in speaking to their customers. I spoke exclusively with them not someone else in their company as they are fully aware.I have no desire to persue a matter where the business owner feels that he, and not the customer, is always right. Mr. D [redacted] made a difficult time of mourning for me even more so. If this is how he deals with the bereaved, I reserve my right to not refer any business to them. I will work with my Bank to get a letter from them detailing the matter and it's resolution. They, at least, have been very accommodating to their customer. Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
The written apology I received from Rose Ann D*** in a card I received on Saturday, 8/2/was in regard to the error she made in charging $to my account on 7/30/which was in addition to the correct charge to my account of my balance owing of $309.50.
Even though the summary report of her transaction shows that the money was credited back to my account the same day, it was not, as John D*** became aware when he called the companyI had sufficient funds in my account to pay outstanding checks and automatic debitsThe $was not in my account when those transactions were presented, therefore my account was overdrawn and charged for seven (7) items at $each resulting in an additional $charged to my accountAlso, my account was overdrawn for three (3) consecutive days at $a day at a total of $My disputed amount of $is from the $error, the $in over draft fees and the $continuous overdraft feeWhen I called to pay my balance, I acknowledged to MrD*** that my payment was lateI apologized and told him that my Mother was in the hospital twice, was placed in hospice and died on July 11, I did not "forget" to pay; visiting her in hospital and hospice, grieving, preparing, finalizing and attending funeral services for my Mother took precedenceI even chose to pay by credit card in order to avoid additional waiting time by the company for a check to be mailed and processedI spoke with both John D*** and Charles D*** on Friday, 8/1/14, regarding the monies still not being in my account, the fact that it was accruing overdraft fees and continuous chargesTheir response was, "what do you want us to do about it" "you should keep more money in your account" "don't you have overdraft protection?" These phrases were directed at me in a condescending and patronizing manner which I, as a customer and human being, should not have to tolerateIt was after that denigrating conversation that I said I would not refer business to themCharles D*** responded by saying, "go ahead, you'll do us a favor" and hung up on meI am asking for a letter of apology for that treatmentI am also asking for an explanation of the error and it's resolution on their company letterhead so that I may offer in instances where my creditworthiness is questioned
Regards,
*** ***

[redacted] was issued both an apology in a mailing that went out and copies of the corrected transaction. In a correction to her original claim, that we charged her $799.00, our records show that we incorrectly charged her account $526.00 and immediately refunded the transaction and charges the...

correct amount of $309.50. It is highly unlikely that within seconds, [redacted] became overdrawn and thus charged service fees from her bank. We did not appreciate that [redacted] was unaccepting of our verbal apology on the phone and that she threatened to never recommend us for future work. I'm also sure that [redacted] had not informed you that her invoice with us was past due and that we had taken no action against her other then request that she check her records and see that she didn't "forget" about us, nearly 30 days after the initial due date.  Please keep us informed of what transpires.Regards,Charles D[redacted]DeChristopher Bros., Inc.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. Mr. Charles D[redacted]' s response and cursory apology, while unsatisfactory to me, is reluctantly accepted. Perhaps Charles D[redacted] and John D[redacted] should take some customer service classes to refresh their behavior in speaking to their customers.
I spoke exclusively with them not someone else in their company as they are fully aware.I have no desire to persue a matter where the business owner feels that he, and not the customer, is always right. Mr. D[redacted] made a difficult time of mourning for me even more so. If this is how he deals with the bereaved, I reserve my right to not refer any business to them.
I will work with my Bank to get a letter from them detailing the matter and it's resolution. They, at least, have been very accommodating to their customer.
Regards,
[redacted]

I again offer my apology for any inconvenience the errant charge may have created, however I find it necessary to help clarify some of the stated facts. I believe that the following information provided should help in reaching a determination. I have attached the credit card transactions as they happened to show that the errant charge made at 11:42 AM on 7/30/14 and settled on 11:46 AM on 7/30/14, was returned on 11:51 AM on 7/30/14 and settled on 11:59 AM on 7/30/14, a total of 13 minutes of time to make correction.  Our processor confirmed, as we informed [redacted], that as of our settlement time of 11:59 AM on 7/30/14, the funds are no longer in our possession and the refund is then processed by her bank and could take up to 2-3 business days to show in her account, again [redacted] was advised of this and again encouraged to take needed action on her account to alleviate any issues that might happen.[redacted] was advised of the errant charge on the day it occurred to advise of the error and to encourage making adjustments to her account so as to avoid any issues that may arise;  her initial reply to that was "accidents happen, not a problem" and actually thanked the representative for advising her of such. Once the issue arose with [redacted]'s bank, the tone changed and [redacted] became very non-responsive to any offerings we made.  We informed [redacted] to have her bank, which she indicated that she previously worked for and had a great relationship with, contact us so we could inform them of the error with the hopes of re leaving [redacted] of any fees that she may have received. Her reply was that " she had too much on her plate" " and didn't have the time to contact her bank" and that we should contact her bank, to which we advised her that we would be unable to discuss her account with her bank without her granting that permission. The continuous overdraft charges lasting for the three days as mentioned, should have been avoided since more then ample notification was supplied to [redacted], allowing for adjustments to be made on her part. It is my understanding that matters of an overdrawn account, like those in this case, will have no negative effect on your creditworthiness and thus no need for an explanation to be placed on letterhead.In regards to the "condescending and patronizing manner" in which [redacted] references, I can not believe that a client would have been spoken to in that manner, as it is not a manner in which we treat our customers nor would I get involved with any derogatory verbiage that [redacted] may have spoke to our representative. I believe this to be a "he-said,she-said" circumstance and find it unnecessary to comment on, however, if [redacted] feels she was spoke to in a manner she felt intolerable,  I offer a generalized verbal apology for the treatment [redacted] believes she received.   Hopefully, this will suffice and aid in closing this complaint. Please feel free to contact me with any further questions.Regards,Charles D[redacted]DeChristopher Memorials

Review: Company charged another customer's invoice causing an overdraft in my checking account along with overdraft fees. When I disputed the matter and requested repayment of the over draft charges I was told that I should have had more money in my account and that I should have paid my bill on time. I recently lost my Mother (July 11, 2014) and my husband (10/18/2013). I am disabled and living on a fixed income . I've spent the past two months in and out of hospitals with my Mother and finally, after placement in hospice, she died.DeChristopher Bros., Inc. is a company servicing the bereaved. I was treated disrespectfully during a difficult time of mourning.Desired Settlement: I desire a letter of apology and a generic letter from them describing the error as their error that I may use in instances where my credit is affected due to the over draft in my checking account.

Business

Response:

[redacted] was issued both an apology in a mailing that went out and copies of the corrected transaction. In a correction to her original claim, that we charged her $799.00, our records show that we incorrectly charged her account $526.00 and immediately refunded the transaction and charges the correct amount of $309.50. It is highly unlikely that within seconds, [redacted] became overdrawn and thus charged service fees from her bank. We did not appreciate that [redacted] was unaccepting of our verbal apology on the phone and that she threatened to never recommend us for future work. I'm also sure that [redacted] had not informed you that her invoice with us was past due and that we had taken no action against her other then request that she check her records and see that she didn't "forget" about us, nearly 30 days after the initial due date. Please keep us informed of what transpires.Regards,Charles D[redacted]DeChristopher Bros., Inc.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

The written apology I received from Rose Ann D[redacted] in a card I received on Saturday, 8/2/2014 was in regard to the error she made in charging $526.00 to my account on 7/30/2014 which was in addition to the correct charge to my account of my balance owing of $309.50. Even though the summary report of her transaction shows that the money was credited back to my account the same day, it was not, as John D[redacted] became aware when he called the company. I had sufficient funds in my account to pay outstanding checks and automatic debits. The $526.00 was not in my account when those transactions were presented, therefore my account was overdrawn and charged for seven (7) items at $36.00 each resulting in an additional $252.00 charged to my account. Also, my account was overdrawn for three (3) consecutive days at $7.00 a day at a total of $21.00. My disputed amount of $799.00 is from the $526.00 error, the $252.00 in over draft fees and the $21.00 continuous overdraft fee.