iPlay America

Customer states iPlay America doubled charged their credit card and that we did not call them back to try to help them fix the issue. We did in fact call the customer on March 13th and spoke to his wife. We let her know that it was not showing up in our system that there was an extra charge and that...

perhaps the bank just needed time to clear the charge on their end. We asked to her please call us back on Monday March 16th if it had not resolved itself. The customer did not call back, so we called them to follow up and left a message. We followed up again on March 18th and left another message and never heard back again. On March 31st, we called again and this time we were able to speak with customer. The confusion was that they used two different cards so they were coming up under the different card numbers in our system, each with one charge a piece. We were able to resolve this confusion and to our knowledge the customer is satisfied.

Review: We are disputing two declined Automated ticket reload transaction that were in fact debited form our checking account. iplay america's automated reload unit gave us a "CARD DECLINED" transaction two times before we reloaded our tickets person to person. When we received our bank statement we were charged by iplay america the reload fees for both "declined card" transaction. There was plenty of money in the account to cover the charges. After the card was declined twice by their automated units we were able to reload the iplay america card with the teller up front. Not only were we charged the reload fee from iplay america for the 2 DECLINED CARD transaction but they did not credit us at all with tickets. In summary: we were charged $100.00 and only received $50.00 worth of tickets. We believe that Iplay america is very much aware of this and we would like to have this company investigated. We could only imagine how many other people have been manipulated by this and do not check their account statements for mistakes. When we try to contact iplay america we never get a call back.Desired Settlement: We want our $50.00 back and we want full disclosure on how often these automated ticket reload machines at iplay america come up with "DECLINED CARD" transactions when in fact the money is withdrawn...

Business

Response:

Customer states iPlay America doubled charged their credit card and that we did not call them back to try to help them fix the issue. We did in fact call the customer on March 13th and spoke to his wife. We let her know that it was not showing up in our system that there was an extra charge and that perhaps the bank just needed time to clear the charge on their end. We asked to her please call us back on Monday March 16th if it had not resolved itself. The customer did not call back, so we called them to follow up and left a message. We followed up again on March 18th and left another message and never heard back again. On March 31st, we called again and this time we were able to speak with customer. The confusion was that they used two different cards so they were coming up under the different card numbers in our system, each with one charge a piece. We were able to resolve this confusion and to our knowledge the customer is satisfied.