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2929 Walnut St, Philadelphia, Pennsylvania, United States, 19104-5054

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their kiosks are defective. I added money to the machine to fund my card for food purchases. Made two purchases after the money was loaded onto my card. upon returning for lunch to make another food purchase on the same day I was informed I have a negative balance and the money that was added to the card is gone. did a bit more research and it turns out the money was removed from the card balance 3 minutes after the money was loaded into the machine. was informed from freedom pay, the cash was ejected minutes after I added it to the machine. No one seems to want to take responsibility for the mechanical error stating I need to contact the restaurant who in turn informs me there's nothing they can do. I question the companies kiosks reliability to not eject cash minutes after inserting into the machine leaving it for the passerby to take.

Freedompay Response • Feb 10, 2020

On Thursday 1/30 at 7:54 AM customer inserted $20 into the funding kiosk at her corporate cafeteria. Per notes in our customer contact system, customer advised that she walked away from the kiosk and did not wait for the confirmation screen to show on screen. Customer then proceeded to make 2 purchases at 7:54 and 7:55 am at the POS register that is right next to the kiosk. At 7:57 am a Member Reload Reversal was posted to her account, this occurs when a network timeout occurs or a bill is rejected. When customer called into FreedomPay on Friday 1/31, our call center rep directed her to speak with the café manager regarding the rejected bill. Standard process is for the café manager to call FreedomPay for credit in these cases. As the café manager at this location was new and was unaware of this process, she did not know to call us on Friday at time of incident. FreedomPay, subsequently, had an employee onsite who spoke to the café manager to review standard process and as of today, we have credited Angela’s account for the $20.00. We have also added an additional $25 to her account for her inconvenience as customer satisfaction is very important to us.

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Address: 2929 Walnut St, Philadelphia, Pennsylvania, United States, 19104-5054


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+1 (610) 902-9090
+1 (484) 920-1465


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