Initial Business Response /* (1000, 6, 2015/03/13) */
Customer was on an automatic delivery service with our company - this means that fuel is delivered automatically without the need to call in and order. After several attempts at making a delivery we were unable to, due to road and ice...
conditions. Customer was notified of this. Before our next attempt at a delivery, customer called after hours and a truck was sent out to make the delivery. Customer was not out of oil and was informed by telephone the following day that the next time there would be a delivery charge of $** + HST for an after hours delivery if they were not "out of oil".
The customer[redacted] stated we did not have authorization to charge her credit card threatening to sue the company for unauthorized use. We then refunded her credit chard and forwarded the amount owing to to our collection company for collection.
The next day we received emails and telephone calls from the customer saying the funds were available and demanded a letter of correction from our company and the collection company. We informed her we did not feel an error had been made on our part or on the part of the collection company, we would take payment from her credit card once again - with her permission - and have her removed from the collection company.
Initial Consumer Rebuttal /* (3000, 8, 2015/03/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In Canada, most Canadians would be sent to collections, if [redacted]?
The focus of this case is that the business received automatic payment for delivery. Automatic payment means that a customer does not have to manually perform a transaction, it is implied that it will be carried out. This process provides ease & comfort for both business and consumers. It is automatic and therefore a customer would not know if a business, like Budget, credited back the payment. And yet Budget shows that it desperately desired the payment, because they contacted Collections, immediately. Budget rushed the Collections process & did not attempt to email, phone or write their customer, me, for clarity. In a single secret key stroke by the business, the payment was transformed into a debt. [redacted]
[redacted] is a transcript which has captured my intent. This [redacted] is [redacted]. My direction was to cancel all future oil deliveries with this service provider while ensuring the last payment for oil which I received while under contract.
[redacted]
(i) No delivery attempts were needed, as I had already negotiated a specific delivery date with the Budget staff ([redacted]/difficult steep 100m driveway) re: a plan to work around the storms by design;
(ii) Budget broke the M-F automatic delivery schedule, themselves, in order to deliver under ideal conditions. On an ideal and sunny [redacted]), Budget pre-arranged delivery to customers you missed, including me ([redacted]).
(iii) Budget demanded premium money, despite serious service level failures (they called me). Budget changed their story about the premium fee: Why would a customer get upset about a possible future penalty re: 'the next time there would be a delivery fee'. With witnesses, I offered to keep the peace and pay half of your unfounded premium fee but you were not happy, [redacted]. When you said you were not fussy about delivering to us, [redacted]. A[redacted]). [redacted]
(iv) Credibility: It is not likely, given my payment history w Budget & forgiveness of multiple avoidable service delivery failures, that I would threaten to withhold an authorized payment ([redacted] thank you). [redacted]
(v) Budget sent me to collections [redacted]
(vi) Offer: Budget ought to write a letter of correction through legal counsel & without prejudice, for their own protection. Clearly, now that Budget has had some time to reflect, a retraction may be the best course of action. [redacted]
[redacted]
Final Business Response /* (4000, 12, 2015/04/01) */
Customer demanded we deliver her oil a month before she was scheduled to receive it. Our drivers made three attempts and the driveway was not passable ** get the trucks through.
The customer's order had been processed before the phone call was made to inform her there would be a delivery fee the next time she used our emergency service if she was not "out of oil".
[redacted]. We then issued a refund for the payment.
Our policy is when a customer does not pay their account it is forwarded to our collection company. The next day the customer denied unauthorized use of her card and gave us permission to pay the amount owed.
We do not feel we have acted with any malicious or spiteful intent. We had made every attempt at trying to get a delivery to her.
There has been no error with our credit collection company therefore there can be no correction letter issued.
Accept this as confirmation:
1) Customer's account has been paid in full, with her permission.
2) Customer's two accounts have been closed, at her request.
3) It has been reconfirmed with the collection company that the account has never been sent to the credit bureau and has been removed from our collection company.
We feel no further action is required.
Final Consumer Response /* (4200, 14, 2015/04/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted]
[redacted]
[redacted]
Initial Business Response /* (1000, 6, 2015/03/13) */
Customer was on an automatic delivery service with our company - this means that fuel is delivered automatically without the need to call in and order. After several attempts at making a delivery we were unable to, due to road and ice...
conditions. Customer was notified of this. Before our next attempt at a delivery, customer called after hours and a truck was sent out to make the delivery. Customer was not out of oil and was informed by telephone the following day that the next time there would be a delivery charge of $** + HST for an after hours delivery if they were not "out of oil".
The customer[redacted] stated we did not have authorization to charge her credit card threatening to sue the company for unauthorized use. We then refunded her credit chard and forwarded the amount owing to to our collection company for collection.
The next day we received emails and telephone calls from the customer saying the funds were available and demanded a letter of correction from our company and the collection company. We informed her we did not feel an error had been made on our part or on the part of the collection company, we would take payment from her credit card once again - with her permission - and have her removed from the collection company.
Initial Consumer Rebuttal /* (3000, 8, 2015/03/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In Canada, most Canadians would be sent to collections, if [redacted]?
The focus of this case is that the business received automatic payment for delivery. Automatic payment means that a customer does not have to manually perform a transaction, it is implied that it will be carried out. This process provides ease & comfort for both business and consumers. It is automatic and therefore a customer would not know if a business, like Budget, credited back the payment. And yet Budget shows that it desperately desired the payment, because they contacted Collections, immediately. Budget rushed the Collections process & did not attempt to email, phone or write their customer, me, for clarity. In a single secret key stroke by the business, the payment was transformed into a debt. [redacted]
[redacted] is a transcript which has captured my intent. This [redacted] is [redacted]. My direction was to cancel all future oil deliveries with this service provider while ensuring the last payment for oil which I received while under contract.
[redacted]
(i) No delivery attempts were needed, as I had already negotiated a specific delivery date with the Budget staff ([redacted]/difficult steep 100m driveway) re: a plan to work around the storms by design;
(ii) Budget broke the M-F automatic delivery schedule, themselves, in order to deliver under ideal conditions. On an ideal and sunny [redacted]), Budget pre-arranged delivery to customers you missed, including me ([redacted]).
(iii) Budget demanded premium money, despite serious service level failures (they called me). Budget changed their story about the premium fee: Why would a customer get upset about a possible future penalty re: 'the next time there would be a delivery fee'. With witnesses, I offered to keep the peace and pay half of your unfounded premium fee but you were not happy, [redacted]. When you said you were not fussy about delivering to us, [redacted]. A[redacted]). [redacted]
(iv) Credibility: It is not likely, given my payment history w Budget & forgiveness of multiple avoidable service delivery failures, that I would threaten to withhold an authorized payment ([redacted] thank you). [redacted]
(v) Budget sent me to collections [redacted]
(vi) Offer: Budget ought to write a letter of correction through legal counsel & without prejudice, for their own protection. Clearly, now that Budget has had some time to reflect, a retraction may be the best course of action. [redacted]
[redacted]
Final Business Response /* (4000, 12, 2015/04/01) */
Customer demanded we deliver her oil a month before she was scheduled to receive it. Our drivers made three attempts and the driveway was not passable ** get the trucks through.
The customer's order had been processed before the phone call was made to inform her there would be a delivery fee the next time she used our emergency service if she was not "out of oil".
[redacted]. We then issued a refund for the payment.
Our policy is when a customer does not pay their account it is forwarded to our collection company. The next day the customer denied unauthorized use of her card and gave us permission to pay the amount owed.
We do not feel we have acted with any malicious or spiteful intent. We had made every attempt at trying to get a delivery to her.
There has been no error with our credit collection company therefore there can be no correction letter issued.
Accept this as confirmation:
1) Customer's account has been paid in full, with her permission.
2) Customer's two accounts have been closed, at her request.
3) It has been reconfirmed with the collection company that the account has never been sent to the credit bureau and has been removed from our collection company.
We feel no further action is required.
Final Consumer Response /* (4200, 14, 2015/04/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted]
[redacted]
[redacted]