*** *** has had a rental account with The Music Store since On 5/2/*** called for a payoff on his instrumentThis was quoted incorrectly by a new staff member and when that March payment was to be applied to the payoff procedure the mistake was caughtThe payoff was incorrectly quoted
at $when the actual payoff was $The decision was made to ignore the extra balance owing and attempt to make the customer happyWe stopped the ARB (Automatic Recurring Billing) but did not delete the account; because there was still a balance owing on the account it pulled again on June 1, - this was good information to learn. MrW*** received a call from *** on 6/3/saying the ARB pulled againWe receive transaction information from the ARB processors on the late evening of the 2nd of each month and MrW*** was going through that report when *** calledMrW*** processed the chargeback for him while on the phone and emailed him a receipt from the ARB tool Attached is the email chain between MrW*** and *** *** on which you can see the refund receipt and timing of the conversationAlso attached is a printout of the customer notes we keep internally on every customer conversation and interaction. I feel The Music Store has handled the multiple transactions with *** *** since very wellSometimes people make mistakes and do errors in math and when this error on our part was found The Music Store made the decision to NOT charge the extra owing amount to the customer in an attempt to make him happyWe did make an additional mistake in understanding the ARB tool we use, lesson learnedI hope under fair consideration that the error was corrected in a timely manner and in a satisfactory way. No grievous or malicious intent, and in my opinion we have taken good care of the mistakes we did make. If you have any further questions or desire any additional information I'm happy to offer what we have. Best regards,Steve F*, Owner of The Music Store
*** *** has had a rental account with The Music Store since On 5/2/*** called for a payoff on his instrumentThis was quoted incorrectly by a new staff member and when that March payment was to be applied to the payoff procedure the mistake was caughtThe payoff was incorrectly quoted
*, Owner of The Music Store
at $when the actual payoff was $The decision was made to ignore the extra balance owing and attempt to make the customer happyWe stopped the ARB (Automatic Recurring Billing) but did not delete the account; because there was still a balance owing on the account it pulled again on June 1, - this was good information to learn. MrW*** received a call from *** on 6/3/saying the ARB pulled againWe receive transaction information from the ARB processors on the late evening of the 2nd of each month and MrW*** was going through that report when *** calledMrW*** processed the chargeback for him while on the phone and emailed him a receipt from the ARB tool Attached is the email chain between MrW*** and *** *** on which you can see the refund receipt and timing of the conversationAlso attached is a printout of the customer notes we keep internally on every customer conversation and interaction. I feel The Music Store has handled the multiple transactions with *** *** since very wellSometimes people make mistakes and do errors in math and when this error on our part was found The Music Store made the decision to NOT charge the extra owing amount to the customer in an attempt to make him happyWe did make an additional mistake in understanding the ARB tool we use, lesson learnedI hope under fair consideration that the error was corrected in a timely manner and in a satisfactory way. No grievous or malicious intent, and in my opinion we have taken good care of the mistakes we did make. If you have any further questions or desire any additional information I'm happy to offer what we have. Best regards,Steve F