Napkins Bar & Grill

Initial Business Response /* (1000, 5, 2015/09/25) */
To whom it may concern:
Right after the customer's first call regarding his concern, we checked our POS system (the system with which the card was charged) and saw no double charge and informed him right away
The customer informed us
that he was not satisfied with this answer, so we called our bank and the bank called the processing companyThey called and explained to us that the charge would fall off of the customer's account within 1-business days, and that it was only an authorization charge to ensure that the card was validThis happens to every in cardholders and is on the bank's end, having nothing to do with the restaurantWe haven't found any evidence that there was a double charge, because it is not on our end, as one would experience when checking into a hotel when they hold a deposit on the customer's credit card
We called the customer back and explained the situationOur bank wanted to explain to the customer personally, but he did not want to talk to them
Regarding his complaint that we were rude and/ or hung up on him, the telephone service was spotty, and therefore the call dropped a couple of times when he was speaking with our accounting departmentWe believed that the call was dropped and tried calling him back immediatelyWe conduct ourselves in a professional and forthright manner, under no circumstances would we hang up on a customer
We were never provided with any concrete evidence by the customer of a double charge, we were only told by him verballyOn our end, through our bank through our POS system, and through our processing company, we saw no double charge
We did everything in our power to be accommodating to the customer and resolve the issueIn the end, we informed the customer to let us know if there was anything else we could do for him
We are eager to cooperate to resolve this issue, please let us know of anything we can do on our end