Sutter Mini-Mart

Review: Credit card was overcharged on May 31, 2013. Card was charged an unauthorized amount of $134.72. No resolution at this point.

On May 31, 2013 I made a purchase at this mini mart. I wanted to get cash back, the clerk was unaware of the total amount he would be able to give me. The items I purchased equaled approx $12.00. He did a transaction to try a cash back withdraw of $125.00 but told me it was denied. We tried a lesser amount of $100.00 and it was approved.

The next day I noticed my account had 2 separate charges, one which was the correct one of $113.72 and an additional amount of 134.72. I took this information to the clerk, who was not concerned nor did he try to help until my friend came, who lives nearby. The clerk told me, if I wanted my money back, I should call a lawyer.

He finally started to act a little more empathetic toward the end and said he would try to contact the credit card merchant company.

A few days went by and no resolution. I spoke to the clerk again and asked him for the merchant customer service number. He refused to give me the number, stating that he was not allowed to give it out. It has now been 12 days since the incident and nothing has been resolved. I do not believe any steps have been taken to refund my money or resolve the issue and the customer service is horrible.Desired Settlement: A full refund, in addition to the late fee I was charged for my rent since that money was the remaining amount needed for my house rent.

Business

Response:

Business' Initial Response

This customer did come in with her friend on May 31, 2013 in the afternoon to use her ATM to purchase items and get cash back. The first time I used the ATM to do her purchase and get cash back it denied, which I gave the denied receipt to her. Then I suggested that we could try for a less amount. I did enter in a lower amount, which it approved. I gave her the customer receipt and I kept my merchant copy to myself as expected. Later, she came into the store with her friend and she showed me her bank statement on June 2, 2013 around 4 pm where I have charged her twice. I shower her my daily batch and it came up as only a one time charge of $113.72 and she still insisted that she wanted her money back right at that moment, but I told her it is going to take time to get my paperwork together. However, she continued to insist on having her money of $134.72, because she had to pay rent. In order for them to calm down I told them they should call their attorney. After they calmed down, I told them that I will investigate into this as soon as possible. That evening on June 2, 2013 I called the customer at 6 pm and I told her I have gotten all the paperwork put together. I told her I will call my ATM company on June 3, 2013. On June 3, 2013, I did in fact call my ATM company at 8 am.

The ATM company informed me that it was miscommunication, and that she will get her money transferred back into her bank account within 4-5 business days. I called the customer back around 8:30 am on June 3, 2013 and told her what my ATM company said to me. I also told my customer that if this problem is not solved within 4-5 business days to call me back. So on June 7, 2013 she called me back at 5 pm and told me that her money is not in her account yet. I told her to give me a few more days so that I can call my ATM company on June 14, 2013 because I was going to be out of town on June 13, 2013. So when I called my ATM company on June 14, 2013 the matter was finally resolved because they told me how to return a customer's money back on ATM. After, I called my customer back on June 14, 2013 at 10:15 am and left a message on her answering machine describing what has been done. She came into the store on June 14, 2013 around 5 pm, I gave her the returned ATM receipt, and I kept the return merchant receipt to myself.