Eats Restaurant & Bar

Regarding ID # [redacted] To whom it may concern: My name is [redacted] , my father is one of the ownersI've been assisting [redacted] , the complainant, with her issues against Eats on Lex [redacted] was a patron in our restaurant in December with othersOur server was asked to split the bill ways, by-mistake our server ran [redacted] 's card for the full amount of about and changeImmediately noticing the mistake the server voided the charge and proceeded to charge her and the rest of the party the split amount of about and changeWe received a call the following monday which was days later , she ate at the restaurant on a Friday, we take this matter very serious, we are not dishonest people We contacted our merchant services to check the charge from our side They did not see this charge for $217, they only saw the $which was the proper amount Our system gets batched out at 5am everyday , except on Sunday morning, which means our p.o.s system does not send the credit information to our banks until am to charge the consumerAnd if the system sees a void it doesn't send it to the bank for a hold Now [redacted] 's bank, TD , Informed us that our system did hold the charge and we morally are responsible for $of fees [redacted] incurred due to the fact that we held an amount that over drew her account , allegedly The number $is $initial fee for over draft and $for each additional day , so we figured $for the weekend that our system allegedly "held " $that was released from "hold" on that Mondays days after she was at Eats We have been very accommodating to [redacted] , I personally have not missed a call or email and have offered [redacted] a full dinner compliments of Eats , $for her initial dinner and $for the over draft fees we are allegedly responsible for [redacted] declined all our offers We believe we are not responsible for a grown persons accountingAs TD (her bank) feels the same way and will not reverse her fees for over drafting her account due to the spending she had done , which is not any of our business and wasn't at our business except the $TD banks own employees "personal opinion " was that we should take care of the charges that we at eats were responsible for , which was the $ We feel we are being very reasonable and accommodating to [redacted] 's complaint [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
*** is correct the server did incorrectly charge my card for the entire amount ($207.45) instead of the correct amount ($34.57) Clearly realizing this mistake the server then charged my card for $
Important to note - it is standard business practice (and common customer courtesy) for a restaurant/cafe/retail store etc to immediately notify the customer if they have incorrectly charged the customers card Then provide a copy of the voided transaction receipt This did not happen and I was completely unaware that my card was charged for the $amount
Subsequently I continued to use my card over the weekend assuming there was still money in the account, as I had viewed my TD bank balance online that Friday ***December morning to ensure sufficient funds in the account for my weekends activity's Monday morning came and I went to purchase a juice post my work-out and my card was declined Very concerned I raced home and jumped online to view my bank account balance At that point to my horror I saw the eats transactions and overdrawn fees I immediately called Eats to find out what the issue was, left a message with the person who answered, for the *** (***) to return my call *** returned my call that afternoon stating that he could not find the transaction on his bank statements and I should contact my bank as it was not an error by Eats That afternoon, I then went to my bank (TD Bank) and sat down with my bank *** (***) to review my account She deduced that Eats had clearly charged my card and was the responsibility of the restaurant to cancel the transaction and repay any bank fees associated with the incorrect charge
Important to note - TD bank does not notify the customer when the account initially goes into overdraft, nor for each transaction until the account is put into hold, up to $ Given the charge happened late Friday evening and I thought there was more money in the account as stated above, I would usually only check my account the following Monday
Important to note - the amounts *** has quoted regarding the fees my bank charges are actually incorrect My bank charges $for the initial overdraft fee, then $for every transaction whilst in overdraft This was verified by my bank *** (***) when *** spoke to *** post her email to *** on the **January, confirming that the bank did see the incorrect transaction in pending status, and that I incurred $worth of fees as a direct result See attached email from ***
Also attached are screen shots of my online banking captured on the ***December, showing the correct and incorrect transactions, in addition to the overdraft fees
Important to note - It is unclear as to the date the transaction was actually voided i.ewhether on the night of the ***or the following Monday afternoon post my call to *** Therefore, I am requesting documented proof of the voided transaction from Eats on Lex It is standard business practice for a restaurant/cafe to retain all credit card receipts and voided transaction receipts from each day for reconciliation purposes either at the end of the day or next morning
The reason I am requesting this proof - My banks standard process with voided transactions is for the amount to be held in a pending status 2-days from the date it is voided, then the transaction will disappear This transaction remained on my account from Friday ***to Wednesday ***, disappearing Thursday ***December
I am a small business owner and can not afford to take unexpected hits to my cash-flow as significant as $ Therefore I am requesting a full refund of $
Thank you,
*** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
***

To whom it may concern:
Calibri;"> My name is *** , my father is one of the ownersI've been assisting ***, the complainant, with her issues against Eats on Lex*** was a patron in our restaurant in December with othersOur server was asked to split the bill ways, by-mistake our server ran ***'s card for the full amount of about and changeImmediately noticing the mistake the server voided the charge and proceeded to charge her and the rest of the party the split amount of about and changeWe received a call the following monday which was days later , she ate at the restaurant on a Friday, we take this matter very serious, we are not dishonest people. We contacted our merchant services to check the charge from our side. They did not see this charge for $217, they only saw the $which was the proper amount. Our system gets batched out at 5am everyday , except on Sunday morning, which means our p.o.s system does not send the credit information to our banks until am to charge the consumerAnd if the system sees a void it doesn't send it to the bank for a hold. Now ***'s bank, TD , Informed us that our system did hold the charge and we morally are responsible for $of fees *** incurred due to the fact that we held an amount that over drew her account , allegedly. The number $is $initial fee for over draft and $for each additional day , so we figured $for the weekend that our system allegedly "held " $that was released from "hold" on that Mondays days after she was at Eats. We have been very accommodating to *** , I personally have not missed a call or email and have offered *** a full dinner compliments of Eats , $for her initial dinner and $for the over draft fees we are allegedly responsible for*** declined all our offers. We believe we are not responsible for a grown persons accountingAs TD (her bank) feels the same way and will not reverse her fees for over drafting her account due to the spending she had done , which is not any of our business and wasn't at our business except the $TD banks own employees "personal opinion " was that we should take care of the charges that we at eats were responsible for , which was the $55. We feel we are being very reasonable and accommodating to ***'s complaint.
***

Date Sent: 2/***/10:24:AM
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
*** is correct the server did incorrectly charge my card for the entire amount ($207.45) instead of the correct amount ($34.57) Clearly realizing this mistake the server then charged my card for $
Important to note - it is standard business practice (and common customer courtesy) for a restaurant/cafe/retail store etc to immediately notify the customer if they have incorrectly charged the customers card Then provide a copy of the voided transaction receipt This did not happen and I was completely unaware that my card was charged for the $amount
Subsequently I continued to use my card over the weekend assuming there was still money in the account, as I had viewed my TD bank balance online that Friday ***December morning to ensure sufficient funds in the account for my weekends activity's Monday morning came and I went to purchase a juice post my work-out and my card was declined Very concerned I raced home and jumped online to view my bank account balance At that point to my horror I saw the eats transactions and overdrawn fees I immediately called Eats to find out what the issue was, left a message with the person who answered, for the *** (***) to return my call *** returned my call that afternoon stating that he could not find the transaction on his bank statements and I should contact my bank as it was not an error by Eats That afternoon, I then went to my bank (TD Bank) and sat down with my bank *** (***) to review my account She deduced that Eats had clearly charged my card and was the responsibility of the restaurant to cancel the transaction and repay any bank fees associated with the incorrect charge
Important to note - TD bank does not notify the customer when the account initially goes into overdraft, nor for each transaction until the account is put into hold, up to $ Given the charge happened late Friday evening and I thought there was more money in the account as stated above, I would usually only check my account the following Monday
Important to note - the amounts *** has quoted regarding the fees my bank charges are actually incorrect My bank charges $for the initial overdraft fee, then $for every transaction whilst in overdraft This was verified by my bank *** (***) when *** spoke to *** post her email to *** on the **January, confirming that the bank did see the incorrect transaction in pending status, and that I incurred $worth of fees as a direct result See attached email from ***
Also attached are screen shots of my online banking captured on the 16th December, showing the correct and incorrect transactions, in addition to the overdraft fees
Important to note - It is unclear as to the date the transaction was actually voided i.ewhether on the night of the ***or the following Monday afternoon post my call to *** Therefore, I am requesting documented proof of the voided transaction from Eats on Lex It is standard business practice for a restaurant/cafe to retain all credit card receipts and voided transaction receipts from each day for reconciliation purposes either at the end of the day or next morning
The reason I am requesting this proof - My banks standard process with voided transactions is for the amount to be held in a pending status 2-days from the date it is voided, then the transaction will disappear This transaction remained on my account from Friday **to Wednesday **, disappearing Thursday **December
I am a small business owner and can not afford to take unexpected hits to my cash-flow as significant as $ Therefore I am requesting a full refund of $
Thank you,
*** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Regarding ID # [redacted]
To whom it may concern:
               My name is [redacted] , my father is one of the owners. I've been assisting [redacted], the complainant, with her issues against Eats on Lex. [redacted] was a patron in our restaurant in December 2013 with 7 others. Our server was asked to split the bill 8 ways, by-mistake our server ran [redacted]'s card for the full amount of about 217 and change. Immediately noticing the mistake the server voided the charge and proceeded to charge her and the rest of the party the split amount of about 37 and change. We received a call the following monday which was 3 days later , she ate at the restaurant on a Friday, we take this matter very serious, we are not dishonest people.  We contacted our merchant services to check the charge from our side.  They did not see this charge for $217, they only saw the $37 which was the proper amount.  Our system gets batched out at 5am everyday , except on Sunday morning, which means our p.o.s system does not send the credit information to our banks until 5 am to charge the consumer. And if the system sees a void it doesn't send it to the bank for a hold.  Now [redacted]'s bank, TD , Informed us that our system did hold the charge and we morally are responsible for $55 of fees [redacted] incurred due to the fact that we held an amount that over drew her account , allegedly.  The number $55 is $25 initial fee for over draft and $15 for each additional day , so we figured $55 for the weekend that our system allegedly "held " $217 that was released from "hold" on that Mondays 3 days after she was at Eats.  We have been very accommodating to [redacted] , I personally have not missed a call or email and have offered [redacted] a full dinner compliments of Eats , $37 for her initial dinner and $55 for the over draft fees we are allegedly responsible for. [redacted] declined all our offers.  We believe we are not responsible for a grown persons accounting. As TD (her bank) feels the same way and will not reverse her fees for over drafting her account due to the spending she had done , which is not any of our business and wasn't at our business except the $37. TD banks own employees "personal opinion " was that we should take care of the charges that we at eats were responsible for , which was the $55.  We feel we are being very reasonable and accommodating to [redacted]'s complaint.  [redacted]

Review: I attended a dinner at Eats Restaurant & Bar with a group of friends in December 2013. The bill was then spilt evenly by each individual to pay via our credit cards. My card was accidentally swiped by our server for the entire bill, in addition to my portion. The server did not notify me of this error. This incorrect transaction was reversed 1 week later. However, I incurred $315 worth of fees from my bank as a direct result. The restaurant is refusing to allow me to speak to the owners and discuss this matter or refund the entire $315.Desired Settlement: Refund of the $315

Business

Response:

To whom it may concern:

My name is [redacted] , my father is one of the owners. I've been assisting [redacted], the complainant, with her issues against Eats on Lex. [redacted] was a patron in our restaurant in December 2013 with 7 others. Our server was asked to split the bill 8 ways, by-mistake our server ran [redacted]'s card for the full amount of about 217 and change. Immediately noticing the mistake the server voided the charge and proceeded to charge her and the rest of the party the split amount of about 37 and change. We received a call the following monday which was 3 days later , she ate at the restaurant on a Friday, we take this matter very serious, we are not dishonest people. We contacted our merchant services to check the charge from our side. They did not see this charge for $217, they only saw the $37 which was the proper amount. Our system gets batched out at 5am everyday , except on Sunday morning, which means our p.o.s system does not send the credit information to our banks until 5 am to charge the consumer. And if the system sees a void it doesn't send it to the bank for a hold. Now [redacted]'s bank, TD , Informed us that our system did hold the charge and we morally are responsible for $55 of fees [redacted] incurred due to the fact that we held an amount that over drew her account , allegedly. The number $55 is $25 initial fee for over draft and $15 for each additional day , so we figured $55 for the weekend that our system allegedly "held " $217 that was released from "hold" on that Mondays 3 days after she was at Eats. We have been very accommodating to [redacted] , I personally have not missed a call or email and have offered [redacted] a full dinner compliments of Eats , $37 for her initial dinner and $55 for the over draft fees we are allegedly responsible for. [redacted] declined all our offers. We believe we are not responsible for a grown persons accounting. As TD (her bank) feels the same way and will not reverse her fees for over drafting her account due to the spending she had done , which is not any of our business and wasn't at our business except the $37. TD banks own employees "personal opinion " was that we should take care of the charges that we at eats were responsible for , which was the $55. We feel we are being very reasonable and accommodating to [redacted]'s complaint.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[redacted] is correct the server did incorrectly charge my card for the entire amount ($207.45) instead of the correct amount ($34.57). Clearly realizing this mistake the server then charged my card for $34.57.

1. Important to note - it is standard business practice (and common customer courtesy) for a restaurant/cafe/retail store etc to immediately notify the customer if they have incorrectly charged the customers card. Then provide a copy of the voided transaction receipt. This did not happen and I was completely unaware that my card was charged for the $207.45 amount.

Subsequently I continued to use my card over the weekend assuming there was still money in the account, as I had viewed my TD bank balance online that Friday [redacted]December morning to ensure sufficient funds in the account for my weekends activity's. Monday morning came and I went to purchase a juice post my work-out and my card was declined. Very concerned I raced home and jumped online to view my bank account balance. At that point to my horror I saw the eats transactions and overdrawn fees. I immediately called Eats to find out what the issue was, left a message with the person who answered, for the [redacted] ([redacted]) to return my call. [redacted] returned my call that afternoon stating that he could not find the transaction on his bank statements and I should contact my bank as it was not an error by Eats. That afternoon, I then went to my bank (TD Bank) and sat down with my bank [redacted] ([redacted]) to review my account. She deduced that Eats had clearly charged my card and was the responsibility of the restaurant to cancel the transaction and repay any bank fees associated with the incorrect charge.

2. Important to note - TD bank does not notify the customer when the account initially goes into overdraft, nor for each transaction until the account is put into hold, up to $250. Given the charge happened late Friday evening and I thought there was more money in the account as stated above, I would usually only check my account the following Monday.

3. Important to note - the amounts [redacted] has quoted regarding the fees my bank charges are actually incorrect. My bank charges $35 for the initial overdraft fee, then $35 for every transaction whilst in overdraft. This was verified by my bank [redacted] ([redacted]) when [redacted] spoke to [redacted] post her email to [redacted] on the **January, confirming that the bank did see the incorrect transaction in pending status, and that I incurred $315 worth of fees as a direct result. See attached email from [redacted].

Also attached are screen shots of my online banking captured on the [redacted]December, showing the correct and incorrect transactions, in addition to the overdraft fees.

4. Important to note - It is unclear as to the date the transaction was actually voided. i.e. whether on the night of the [redacted]or the following Monday afternoon post my call to [redacted]. Therefore, I am requesting documented proof of the voided transaction from Eats on Lex. It is standard business practice for a restaurant/cafe to retain all credit card receipts and voided transaction receipts from each day for reconciliation purposes either at the end of the day or next morning.

The reason I am requesting this proof - My banks standard process with voided transactions is for the amount to be held in a pending status 2-3 days from the date it is voided, then the transaction will disappear. This transaction remained on my account from Friday [redacted]to Wednesday [redacted], disappearing Thursday [redacted]December.

I am a small business owner and can not afford to take unexpected hits to my cash-flow as significant as $315. Therefore I am requesting a full refund of $315.

Thank you,

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,