FATHOM Water Management, Inc.

We show that our customer service lead, [redacted], attempted to contact Mr. [redacted] regarding his concern and she was not able to reach him. She did leave him a message. From reviewing the account, the dates, and amounts, the information he submitted does not match up with anything we have in the...

system. There was no attempt to process a payment on or around 6/14/14. There was a payment made on 5/24/14 for 100.08 that was returned on 5/30/14 as “unable to locate the account”. This typically means the information entered into the payment system was entered incorrectly. Because the information was incorrect, their never would have been an attempt to draft funds from his account. We did not have the correct account number. We reviewed the receipt and the customer’s payment was made via the [redacted] (automated phone system). The information was entered incorrectly, by the customer, which is the reason for the return. Mr. [redacted] has been a customer since 2009 and this is his first return check. We are willing to waive the [redacted] fee as a courtesy and educate the customer on the reason for the return. However, we never received his funds so we would need a copy of his bank statement or some proof from the bank that this money was sent to us and deducted from his account if he wants credit for payment.

Rigid with payment schedule. Seems to be eager to fine the customer for increased profits. Gave incorrect informationn over the phone then, penalized me. Would not remove fee.

Hello. I don't have the response yet, but wanted to acknowledge receipt. Unfortunately, both of the notices went into our new email quarantine program. However, I just fished the second notice out and made sure I set the Revdex.com notifications as a safe sender. We will get a response back to you by...

Tuesday, 2/9/16. Sorry for the delay! Carmelle

We reviewed the timeline and actions for this customer and on 10/14/14 a supervisor spoke to the customer and adjusted off the $64 door hanger fee. Customer stated she would call the Revdex.com and let them know we have resolved the issue.

10/9/14 – Door Hanger Fee assessed

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10/10/14 – [redacted] called and spoke to rep and sup

10/14/14 – [redacted] spoke to [redacted] after getting all information from [redacted] and [redacted], adjusted off the door hanger fee. Customer states that she is going to call the Revdex.com to let them know that we have resolved.

If you need any further information please let us know.

Thanks,