Odd Job Bob

Initial Business Response /* (1000, 5, 2016/02/24) */
Contrary to customer's allegation, there was no user error in processing her credit card transaction. The Joplin Family Y processed her credit card electronically with the same credit card number and information that has been used for the past...

several months. The transaction was declined by the customer's credit card company. The $25 processing fee was assessed to customer appropriately. As a matter of fact, the customer had another instance of her credit card bouncing which occurred in January, 2015. The Joplin Family Y also charged a processing fee of $25 in that instance, but
as a courtesy to the customer the $25 was waived. The Joplin Family Y values its customer relationships, but since the Y waived the fee associated with the first occasion of a bounced payment, we cannot waive the fee a second time.
Initial Consumer Rebuttal /* (3000, 9, 2016/02/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would agree 100% if this was only based on a courtesy waiver. As you can see in January 2015, I knew there were not sufficient funds within my account. I admitted to this and asked it be removed as a courtesy. This situation is not what occurred in 2015. I called within the hour and resolved the issue. I know for a fact the funds were available, so I requested they please try again. The payment went through. You state you value customer relationships, but your defensive response proves otherwise. Given the huge time gap between the instances, it's obvious my behavior isn't habitual. I would understand completely if I asked the fee be waived every month. If you look further into my account, you will find I had other issues in 2014/2013. Like I stated in my initial complaint, I am 100% on board for paying the $25 fee if this were truly my fault. We have all had those instances when the payment didn't go through the first time, but went through the second time. There is no rhyme or reason for the computer error. Also, given this was hand entered into the computer, it is completely valid in assuming this was a user error. Stating there is no way you can enter in the wrong information is wrong. We all make mistakes and I am not above admitting my mistakes, however, this was not my mistake. It is apparent your ancient mentality doesn't include proper customer service technique. Your refusal to remove a small $25 fee because you removed one over a year is proof to all that read this. This entire issue was resolved within the error, so it is apparent something went wrong with YOUR computer system. Whether it was the internet connection line or inputting the wrong information, it was on your end. I should not be penalized for this discrepancy within your system. My family has been utilizing your after school program, summer program, and gym membership for years. We contribute over $2600 to your company each year. Not only do you raise your prices each year, you are now adding unwarranted fees to customer accounts. I find it hard to believe you're willing to lose another account over $25 considering your business is hurting from 24 hour fitness, Colaw fitness, Honey Badger Gym, Millennium, and all the other gyms opening in this area. You are not customer service focused, you are money focused. Your gym is run down and now your electronic equipment is failing. I refuse to pay this fee because you won't admit something went wrong on your end. Thank you for allowing me to see what you're truly after. My family will be happy to take our business elsewhere if this fee is not removed. It's $25. Take a moment to take a step back and look at what you're losing.
Final Consumer Response /* (4200, 17, 2016/03/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The first part of your response does not pertain to me. I understand this company provides financial assistance to low income families. I am not low income, nor do I need assistance. My card was not declined for insufficient funds. It sounds like you want to charge me an unnecessary $25 charge to pay for someone else. How does this seem right to you? Just because you feed me facts about where your money goes does not change my stance in the matter. You've admitted you are not aware as to why the card didn't go through the first time, because it clearly wasn't due to insufficient funds. The fact remains the $25 fee should be removed from my account. I've made it apparent in JANUARY 2015, I admit when the funds are not available. Just because you removed the fee THAT time as a courtesy doesn't give you a pass to REFUSE to remove a $25 fee for a completely DIFFERENT reason. You may continue to quote facts your lawyer composed for you to rebuttal my complaint, but the truth is somehow an error was made. We are all human, so mistakes are made. I do not owe this fee. It needs to be removed. I am not asking for a "courtesy waiver." I am asking this be removed because this wasn't an error on MY part.
Final Business Response /* (4000, 15, 2016/03/04) */
As a nonprofit organization, it is the mission of the Joplin Family Y to make programs accessible to all residents regardless of income.
Each year, the Joplin Family Y provides a quarter of a million dollars in financial assistance to low-income residents and families. This assistance allows the uninsured and underinsured to manage chronic disease through access to free health and wellness programs, and also helps make safe, supervised childcare affordable to low-income parents so they can work to support their families.
In order to keep programming affordable to low-income residents and vulnerable populations, the Joplin Family Y has a fiduciary responsibility to our constituents that includes collecting all fees due for services, including fees for declined credit card drafts, so that we may cover the basic operating expenses associated with offering affordable, quality programs and services to the community.
Please note that, as a gesture of good will, the Joplin Family Y did waive one $25 processing fee assessed to the client for insufficient funds in January 2015. The customer has acknowledged that her credit card was declined for insufficient funds yet she requested the processing fee be waived as a courtesy, which we did.
The declined credit card draft that occurred in February 2016 , which is currently being contested, was declined by the credit card company for reasons unknown to us and was not the result of an error made by the Joplin Family Y. The electronic submission of the credit card was conducted in the exact same manner with the exact same number as was used for the previous several months without issue.
We appreciate that the situation was rectified by the client and/or credit card company in a timely fashion, however, to be fair to all of our customers who pay the insufficient funds charges they incur, we regret that we cannot extend a second courtesy waiver to this client.