Napolean Taxicab service

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***

To Whom it May Concern:
I am responding to a letter that was sent to us in reference a client being double/overcharged.
We
were not aware of *** *** complaint until we rec'd a letter for your company. Once, your letter was received we did some investigation. We had the same problem with another customer in the same cab. Once reaching out our credit card processor *** we realized that machine had not been upgraded to a new update they had released. We removed that credit card machine and sent it back to ***. From time to time these machines have problems getting a wireless connection. At time the driver may have to swipe it twice to get it to go through. When the signal came through later, it still had *** *** information stored and charged her in error.
When I talked to *** *** we credited the money back to her account that she was overcharged on and offered a 20% discount on her next fare. She was pleased with that gesture
There is normally a manager in the Napoleon office 7am-7pm Monday - Friday (With the exception of this week *** our other manager is on vacation.) My dispatchers are instructed to send us messages for people needing management. Her nor myself rec'd any information on *** ***. Applicants, sales people and many random people call the office looking for a manager, if they leave a message we will receive it. Calling in for a manager after hours or on the weekends and being told we are not in the office is acceptable, but we need a message as to whom to call back, not just random calls asking for a manager and not providing a name, phone number, or problem is unacceptable. When refunding money only myself and *** have access to do this.
If you would like, I can also include the email to *** to verify my statement
Thank you
*** ***
Office Manager Napoleon Taxicab Services, LLC

Review: On 06/18/2014, I called Napoleon Taxi at 7:41am to request a taxi. The taxicab driver picked me up and dropped me off to my destination. My fare was $13.50. Later that day, I checked my bank statement and I noticed a charge of $18.50 from Napoleon Taxi. My debit card was charged twice. After work, I contacted Napoleon Taxi. I wanted to know about the charge of $13.50 and $18.50. I was told that the manager does not work evenings, but an email will be sent to the manager. The next day, I didn't call back because I left my receipt at home. I called back Friday and I was told that manager left for the day and a message will be sent. I called back Saturday and I was told that the manager does not work on the weekends. It's Tuesday and no one has contacted me. I shouldn't have to keep calling. I am very disappointed in the customer service. I have been a loyal customer. I am filling a complaint because I refuse to go through the same pattern this week and the next week.Desired Settlement: Request a full refund of $18.50. The refund should be credited back to my debit card.

Business

Response:

To Whom it May Concern: