[redacted] has not signed up for our Fathead Nation promotional emails which is why she never received the 10% discount code The code is sent out when customers join our Fathead Nation mailing list
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12061623, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
Good morning Revdex.com team,The issued presented has been rectifiedOur customer service representatives have informed us the customer's credit card was never charged for the transaction referencedThe customer made a purchase with another vendor.Thank you,
This was an unfortunate error made my our credit card processing company due to a system upgrade they performed on Sunday, March 6, 2017. Our company was not aware of the issue until we began to receive calls from customers stating they wer double billed. We immediately contacted the vendor...
and they began the process of determining the cause of the error and ensuring that this was an isolated issue.When we had clarification from the vendor, we sent the following email to those customers we believed made a purchase during December 12 - 14, 2016 to proactively let them know of the issue. Not all customers were affected, but we felt it best to reach out to all who may potentially be impacted. Here is the email that was sent at approximately 6:00 pm on Monday, March 28th.--------------"Earlier today we identified a problem with our credit card payment processor which may have caused some of our customers to see additional charges or refunds reflected in their account from Fathead LLC.The security of your information is of our utmost importance. We have been assured by our vendor that no personal data has been compromised. This was a duplication of a transaction made between December 12 – 14, 2017.If you do see activity from today on your bank or credit card statement for order number (insert order number), please reach out to us directly by phone at (877) 328-8877 or e-mail at [email protected] so that we can help reverse these charges and credit any fees that may have been assessed due to this issue.Our Customer Service team is available from 9am – 8pm (EST) Monday through Friday and 9am – 5:30pm (EST) on Saturday and Sunday.As a valued customer, we appreciate your patience and apologize for any inconvenience this may have caused."----------------We are sorry that this email did not arrive to this customer. As stated above, this was not anything Fathead could control, it was an issue with the vendor. We worked with the vendor to reverse all errant changes today. It is up to individual banks / financial institutions to process the refund. The is the reason for the 3-5 day window.As stated in the email communication, while this issue was not caused by Fathead, we want to ensure that customers are reimbursed for any additional transaction / overdraft fees they may have experienced due to this issue. To help us process these refunds, we would ask that you please provide a copy of your bank statement (emailing a photo, a scan, or a screen shot as backup) to [email protected]. Please ensure to black out any sensitive information.We are truly sorry for the inconvenience this has cause our customers and have been doing everything we can to rectify this situation as quickly as possible.
[redacted] has not signed up for our Fathead Nation promotional emails which is why she never received the 10% discount code. The code is sent out when customers join our Fathead Nation mailing list.
[redacted] has not signed up for our Fathead Nation promotional emails which is why she never received the 10% discount code The code is sent out when customers join our Fathead Nation mailing list
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12061623, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
Good morning Revdex.com team,The issued presented has been rectifiedOur customer service representatives have informed us the customer's credit card was never charged for the transaction referencedThe customer made a purchase with another vendor.Thank you,
Based on the information provided in this complaint, we have been unable to located any of the correspondence that [redacted] is referencing.
This was an unfortunate error made my our credit card processing company due to a system upgrade they performed on Sunday, March 6, 2017. Our company was not aware of the issue until we began to receive calls from customers stating they wer double billed. We immediately contacted the vendor...
and they began the process of determining the cause of the error and ensuring that this was an isolated issue.When we had clarification from the vendor, we sent the following email to those customers we believed made a purchase during December 12 - 14, 2016 to proactively let them know of the issue. Not all customers were affected, but we felt it best to reach out to all who may potentially be impacted. Here is the email that was sent at approximately 6:00 pm on Monday, March 28th.--------------"Earlier today we identified a problem with our credit card payment processor which may have caused some of our customers to see additional charges or refunds reflected in their account from Fathead LLC.The security of your information is of our utmost importance. We have been assured by our vendor that no personal data has been compromised. This was a duplication of a transaction made between December 12 – 14, 2017.If you do see activity from today on your bank or credit card statement for order number (insert order number), please reach out to us directly by phone at (877) 328-8877 or e-mail at [email protected] so that we can help reverse these charges and credit any fees that may have been assessed due to this issue.Our Customer Service team is available from 9am – 8pm (EST) Monday through Friday and 9am – 5:30pm (EST) on Saturday and Sunday.As a valued customer, we appreciate your patience and apologize for any inconvenience this may have caused."----------------We are sorry that this email did not arrive to this customer. As stated above, this was not anything Fathead could control, it was an issue with the vendor. We worked with the vendor to reverse all errant changes today. It is up to individual banks / financial institutions to process the refund. The is the reason for the 3-5 day window.As stated in the email communication, while this issue was not caused by Fathead, we want to ensure that customers are reimbursed for any additional transaction / overdraft fees they may have experienced due to this issue. To help us process these refunds, we would ask that you please provide a copy of your bank statement (emailing a photo, a scan, or a screen shot as backup) to [email protected]. Please ensure to black out any sensitive information.We are truly sorry for the inconvenience this has cause our customers and have been doing everything we can to rectify this situation as quickly as possible.
[redacted] has not signed up for our Fathead Nation promotional emails which is why she never received the 10% discount code. The code is sent out when customers join our Fathead Nation mailing list.