Initial Business Response / [redacted] (1000, 5, 2015/08/10) */ Contact Name and Title: [redacted] A [redacted] Contact Phone: XXXXXXXXXX Contact Email: [redacted] @bayalarm.com [redacted] called in on 07/21/requesting refundHer balance was zero as she had been billed and paid her quarterly MSR the rep looked at the account and noticed that she had paid for the period that extended her cancellation, it was transferred to management for approval (all refunds require supervisor approval) this was completed and credited to her account in the amount of $The refund request was then transferred to the Finance Department for processingThis typically take approxone week, but due to vacations, the process took longer and the payment was delayedAt no time was Bay Alarm going to "Keep"Ms [redacted] 's funds I do apologize for the delayU would be happy to speak with Ms [redacted] should she feel necessary to contact me and wish this would have been routed to me in the beginning Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) I thank Ms [redacted] , and I appreciate her commentsI also wish this would have been routed to her in the beginningI had spoken with different people at Bay Alarm since 6/29/15, and heard different versions of policies and procedures, and explanations of what happened to my overpaymentI was specifically told that customers had to request the refund of an overpayment (which I feel is a disturbing comment), and was never apprised of delays due to vacations or the need for supervisor approval of refundsThe correct information and consistent information would have gone a long way in resolving this issue
Initial Business Response / [redacted] (1000, 5, 2015/08/10) */ Contact Name and Title: [redacted] A [redacted] Contact Phone: XXXXXXXXXX Contact Email: [redacted] @bayalarm.com [redacted] called in on 07/21/requesting refundHer balance was zero as she had been billed and paid her quarterly MSR the rep looked at the account and noticed that she had paid for the period that extended her cancellation, it was transferred to management for approval (all refunds require supervisor approval) this was completed and credited to her account in the amount of $The refund request was then transferred to the Finance Department for processingThis typically take approxone week, but due to vacations, the process took longer and the payment was delayedAt no time was Bay Alarm going to "Keep"Ms [redacted] 's funds I do apologize for the delayU would be happy to speak with Ms [redacted] should she feel necessary to contact me and wish this would have been routed to me in the beginning Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) I thank Ms [redacted] , and I appreciate her commentsI also wish this would have been routed to her in the beginningI had spoken with different people at Bay Alarm since 6/29/15, and heard different versions of policies and procedures, and explanations of what happened to my overpaymentI was specifically told that customers had to request the refund of an overpayment (which I feel is a disturbing comment), and was never apprised of delays due to vacations or the need for supervisor approval of refundsThe correct information and consistent information would have gone a long way in resolving this issue