Gateway Cycle

I was present when Ms [redacted] came in to talk about the double charge that she foundMy employee verified that her first payment attempt was in fact still voided in our system and then called our service provider Paymentech to verifyHe was told that the transaction was cancelled on that day according to their records as wellWe did NOT tell [redacted] that this was now her problemSteven told her that the problem was most likely with her bank or between her bank and our service provider, Paymentech, and that the best way to resolve the issue was to call her bank to file a claim as there was nothing more he could doAt the time this is all we had to offer as an explanation for the double chargeShe then called her bank while still at the store, insisting it was our fault, and started the process of issuing a credit to her accountI am not sure whether the bank is taking blame or if they contacted Paymentech to resolve the issue but either way, [redacted] has been refunded since thenAlthough some customers can be more difficult to deal with than others we would never tell them it is now "their problem." We strive for the best possible customer service and take it very seriouslyTake a look at our business reviews online and see what I'm talking about In our recent credit card history we have had a small number of readings with the chip in the new cards, specifically with U.SBank debit cards and it greatly worries usThe last thing we want is another situation like thisWe are being proactive and have a conference call scheduled with our point of sale system provider (Ascend) and Paymentech this week to try and figure out what is going on

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me

I am rejecting this response because:
This is my second complaint filed with the Revdex.com regarding this issueI made a purchase on Nov4, 2016, of $at Gateway Cycle using my debit cardEvidently, that transaction did not go through their credit card vendor and I was given a receipt stating the purchase had been voidedI was then asked to present a different method of payment which I didI used my *** MasterCardOne week later my debit card bank statement listed this transaction as not being voided and my checking account was charged $Additionally, my *** MasterCard statement had listed this transaction as begin paid as wellWhen I tried to resolve this issue directly with a repfrom Gateway Cycle using the receipt clearly stating the transaction was voided, I was told they could not honor that receipt and that I needed to contact my bankWhich I didWithin a few weeks, my bank account was credited with $However, I just received a letter from my bank stating Gateway Cycle is once again disputing this transaction and my bank needs "proof" of payment from *** MasterCard which I will provide to them in addition to a copy of the original receipt from Gateway Cycle stating the first transaction with my debit card had been voidedIt was notIn talking with a repfrom the company on the phone a week or so ago, I was told they were getting to the bottom of this transaction and would resolve it as soon as possibleIf their resolution is to once again dispute the facts that the original receipt from them stating the transaction was voided and that my *** MasterCard has on record of paying for this purchase, I have concerns of them charging me twice for the same purchase once againAdditionally, I have major concerns that they are not accepting proof provided to them several times over

I was present when Ms. [redacted] came in to talk about the double charge that she found. My employee verified that her first payment attempt was in fact still voided in our system and then called our service provider Paymentech to verify. He was told that the transaction was cancelled on that day...

according to their records as well. We did NOT tell [redacted] that this was now her problem. Steven told her that the problem was most likely with her bank or between her bank and our service provider, Paymentech, and that the best way to resolve the issue was to call her bank to file a claim as there was nothing more he could do. At the time this is all we had to offer as an explanation for the double charge. She then called her bank while still at the store, insisting it was our fault, and started the process of issuing a credit to her account. I am not sure whether the bank is taking blame or if they contacted Paymentech to resolve the issue but either way, [redacted] has been refunded since then. Although some customers can be more difficult to deal with than others we would never tell them it is now "their problem." We strive for the best possible customer service and take it very seriously. Take a look at our business reviews online and see what I'm talking about.   In our recent credit card history we have had a small number of false readings with the chip in the new cards, specifically with U.S. Bank debit cards and it greatly worries us. The last thing we want is another situation like this. We are being proactive and have a conference call scheduled with our point of sale system provider (Ascend) and Paymentech this week to try and figure out what is going on.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Ms. [redacted],I want to resolve this just as badly as the customer. It is a very unfortunate situation and the last thing we want is an upset customer spreading bad word about us to the community. We want all of our customers to be happy and to talk about our great customer service. With that being said,everything in our original response is accurate and truthful. In response to the customers rejection: we were never contacted by a single bank and have not disputed any transactions. Did the customer by chance offer a copy of the letter she received by her bank to the Revdex.com and does it in fact say "Gateway Cycle is once again disputing this transaction?" I want to be sure she isn't confusing us with [redacted], the company that supports our credit card processing terminals, or if there is any other possibility for confusion. Once again, Gateway Cycle is an independently owned business in which neither the owners nor managers disputed any transactions in person, on the phone or by e-mail. From the sounds of her rejection response to us the bank that she has her debit card with (US Bank) is asking for a copy of payment from her [redacted] Mastercard to prove that she was charged in some form. She should have a charge on her [redacted] mastercard and NOT on her debit card, correct? Her response gets confusing at the end but that is what I understand after reading. It states " If their resolution is to once again dispute the facts that the original receipt from them stating the transaction was voided and that my [redacted] MasterCard has on record of paying for this purchase, I have concerns on them charging me twice for the same purchase once again..." Her debit card purchase was voided. Her bank has refunded her debit card (which would admit fault for the charge in the first place in my opinion) and is asking for proof that she payed with her [redacted] Mastercard which is accurate according to all stories. If I am missing something here please let me know but I don't know what else we can possibly do. We want so badly to make it right but it seems that the issue lies with her bank and we have not been contacted by a single bank representative to date. Please let me know if you have any more information or if there is anything more we can do. I have attached a screen shot of the transaction for Revdex.com to review that aligns with our story as well.