Mi Tierra Mercado Latino

Good Afternoon,As it has come to my attention the complaint of [redacted] , in order to understand the issue correctly, a description of the services [redacted] obtained is necessaryShe came to use an electronic form of customer Activation and recharge system, meaning ***’s [redacted] service, which is a proprietary, prepaid, pin-less, card-less telecommunication service that enables consumers to make U.Sdomestic and international calls [redacted] came to add monetary funds to her accountsAn employee asked her for the telephone in order to pull up her account and be able to fund that account, [redacted] gave the phone of ###-###-####, as all employees are trained to double check the telephone number when performing any electronic telecommunication system, she asked [redacted] if the number she provided the employee was the correct telephone number and [redacted] responded "yes"A couple minutes later [redacted] returned and stated that in fact she had commited a mistake and the telephone number was incorrectWe strive to provide the best customer service for our clientel, but we do have rules and regulations within our establishment, as posted, there are no refund on telecard and telecommunication products, and as stated in ***'s [redacted] Terms of Use:Refunds for ProductsOnly certain Products are refundable — check the appropriate Portal product information page for information regarding the return policy governing that Product.Therefore we double check phone numbers in order to provide a faster more efficent service before transfering any fundsIn [redacted] case, the employee understood [redacted] and went ahead and transfered the original $into what [redacted] said was the correct number ###-###-####A few moments later, [redacted] returned on a third occasion, and retracted her second statement and stated that in fact the correct telephone number was the original number ###-###-####As [redacted] automated web page did not allow a third transfer, the employee explained to [redacted] that because she was ignorant to her correct phone number, that system did not allow for another transfer [redacted] contacted ***'s headquarters and they explained it to her and to my employee, the funds transfered the second time into phone number (***) [redacted] were non-refundable as they were already being used,In regardless to the failed attempts to contact a manager via telephone, it is necessary to understand as a small buisness we do not have a direct telephone lines for every department provided, our phone numbers are used to place orders for our deli department not our managersTherefore [redacted] would have had to come in person to speak to a manager.It is fair to state, it was [redacted] mistake to come into our establishment to ask for a service in which she was not correct of what telephone number she wanted to add monetary fundsOur policies are always adaptable to certain situations as every situation was differentIn [redacted] case she was in fault for providing incorrect telephone numbers, but as a respectable business we will accept the loss and refund [redacted] the amount of $I am requesting a correct delivery address for [redacted] , as I will be sending a check for the amount of $to [redacted] I am also formally denying [redacted] any further services at our establishment

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: This company still does not understand that my main complain is how they treat their customerAll I wanted was for them to call the phone card company and fix the phone number on it, because the phone card company told me that the store manager was the only one that could fix itWhen I asked them to call for me they refuse toI do not want the refundThe problem could have been fix if they had just called the phone card company but for whatever reason they refuse to
Regards,
*** *** ** ***

Good Afternoon,As it has come to my attention the complaint of [redacted], in order to understand the issue correctly, a description of the services [redacted] obtained is necessary. She came to use an electronic form of customer Activation and recharge system, meaning...

[redacted]’s [redacted] service, which is a proprietary, prepaid, pin-less, card-less telecommunication service that enables consumers to make U.S. domestic and international calls. [redacted] came to add monetary funds to her accounts. An employee asked her for the telephone in order to pull up her account and be able to fund that account, [redacted] gave the phone of ###-###-####, as all employees are trained to double check the telephone number when performing any electronic telecommunication system, she asked [redacted] if the number she provided the employee was the correct telephone number and [redacted] responded "yes". A couple minutes later [redacted] returned and stated that in fact she had commited a mistake and the telephone number was incorrect. We strive to provide the best customer service for our clientel, but we do have rules and regulations within our establishment, as posted, there are no refund on telecard and telecommunication products, and as stated in [redacted]'s [redacted] Terms of Use:2.15 Refunds for Products. Only certain Products are refundable — check the appropriate Portal product information page for information regarding the return policy governing that Product.Therefore we double check phone numbers in order to provide a faster more efficent service before transfering any funds. In [redacted] case, the employee understood [redacted] and went ahead and transfered the original $3.00 into what [redacted] said was the correct number ###-###-####. A few moments later, [redacted] returned on a third occasion, and retracted her second statement and stated that in fact the correct telephone number was the original number ###-###-####. As [redacted] automated web page did not allow a third transfer, the employee explained to [redacted] that because she was ignorant to her correct phone number, that system did not allow for another transfer. [redacted] contacted [redacted]'s headquarters and they explained it to her and to my employee, the funds transfered the second time into phone number ([redacted] were non-refundable as they were already being used,In regardless to the failed attempts to contact a manager via telephone, it is necessary to understand as a small buisness we do not have a direct telephone lines for every department provided, our phone numbers are used to place orders for our deli department not our managers. Therefore [redacted] would have had to come in person to speak to a manager.It is fair to state, it was [redacted] mistake to come into our establishment to ask for a service in which she was not correct of what telephone number she wanted to add monetary funds. Our policies are always adaptable to certain situations as every situation was different. In [redacted] case she was in fault for providing incorrect telephone numbers, but as a respectable business we will accept the loss and refund [redacted] the amount of $3.00. I am requesting a correct delivery address for [redacted], as I will be sending a check for the amount of $3.00 to [redacted]. I am also formally denying [redacted] any further services at our establishment.

Review: On Friday August 1, 2014 I went to this store to buy a phone card name "[redacted]". I asked the employee to charge $3.00 to the care and I gave her the phone number to use for the card. Once I left the store I realized that I had given her the wrong number and I went back so she could fix it for me. Once at the store the employee refused to help me and told me I had to call the phone card company directly, so I did. I called the phone card company directly and they told them that this problem could be fix but the store manager would have to call them so they could fix it. I went up to the employee explain to her what I needed the manager to do for me but they still refused to help me, so I left very upset. Once at home my daughter called the store and asked to speak to the manager. My daughter had to call several times before the employees decided to pass her to the manager. Once she was able to get of hold of the manager and explain to him what had happen. He said he would call the phone card company and have the problem fix. He told her he would call back in about 20minutes. We waited for his called but never received it. My daughter after waiting for an hour decided to call the store. She had to call the store once again several times because they refuse to put the manager on the phone and they would just hang up on her. Finally someone took her call and told her that the manager had just left the building and that he said that the phone company could not fix the problem. This is a lie because I called the phone company myself and they said it could be fix but the manager of the store had to call. My daughter told the employee to ask the manager why he had not called us back and to tell him to not lie to us telling us that he had called when he did not. I'm very upset with how this store train their employees and their manager. Their customer service is terrible and refuse to help their customer when there is a problem. I fell like I was lied to by the manager can cheatedDesired Settlement: I would like a refund for my phone card that was not able to use.

Business

Response:

Good Afternoon,As it has come to my attention the complaint of [redacted], in order to understand the issue correctly, a description of the services [redacted] obtained is necessary. She came to use an electronic form of customer Activation and recharge system, meaning [redacted]’s [redacted] service, which is a proprietary, prepaid, pin-less, card-less telecommunication service that enables consumers to make U.S. domestic and international calls. [redacted] came to add monetary funds to her accounts. An employee asked her for the telephone in order to pull up her account and be able to fund that account, [redacted] gave the phone of ###-###-####, as all employees are trained to double check the telephone number when performing any electronic telecommunication system, she asked [redacted] if the number she provided the employee was the correct telephone number and [redacted] responded "yes". A couple minutes later [redacted] returned and stated that in fact she had commited a mistake and the telephone number was incorrect. We strive to provide the best customer service for our clientel, but we do have rules and regulations within our establishment, as posted, there are no refund on telecard and telecommunication products, and as stated in [redacted]'s [redacted] Terms of Use:2.15 Refunds for Products. Only certain Products are refundable — check the appropriate Portal product information page for information regarding the return policy governing that Product.Therefore we double check phone numbers in order to provide a faster more efficent service before transfering any funds. In [redacted] case, the employee understood [redacted] and went ahead and transfered the original $3.00 into what [redacted] said was the correct number ###-###-####. A few moments later, [redacted] returned on a third occasion, and retracted her second statement and stated that in fact the correct telephone number was the original number ###-###-####. As [redacted] automated web page did not allow a third transfer, the employee explained to [redacted] that because she was ignorant to her correct phone number, that system did not allow for another transfer. [redacted] contacted [redacted]'s headquarters and they explained it to her and to my employee, the funds transfered the second time into phone number ([redacted] were non-refundable as they were already being used,In regardless to the failed attempts to contact a manager via telephone, it is necessary to understand as a small buisness we do not have a direct telephone lines for every department provided, our phone numbers are used to place orders for our deli department not our managers. Therefore [redacted] would have had to come in person to speak to a manager.It is fair to state, it was [redacted] mistake to come into our establishment to ask for a service in which she was not correct of what telephone number she wanted to add monetary funds. Our policies are always adaptable to certain situations as every situation was different. In [redacted] case she was in fault for providing incorrect telephone numbers, but as a respectable business we will accept the loss and refund [redacted] the amount of $3.00. I am requesting a correct delivery address for [redacted], as I will be sending a check for the amount of $3.00 to [redacted]. I am also formally denying [redacted] any further services at our establishment.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: This company still does not understand that my main complain is how they treat their customer. All I wanted was for them to call the phone card company and fix the phone number on it, because the phone card company told me that the store manager was the only one that could fix it. When I asked them to call for me they refuse to. I do not want the refund. The problem could have been fix if they had just called the phone card company but for whatever reason they refuse to.

Regards,