Tile Collection

This letter is in response to [redacted]9, regarding [redacted] was a resident of apartment number [redacted] from November 6th, 2014 until September 4th, 2015. He paid his rent monthly through an online payment system with [redacted], a third party billing company. His enrolled...

with this third partypayment system on auto pay, and his auto payment agreement was with [redacted]. When he extended his notice to vacate date with us by 4 days in September, we accommodated his request and allowed him to stay the additional 4 days at a prorated month to month rate. I gave him the prorated total of $104.32, which wasdue on September pt. He did not inform me that he was enrolled in automatic payments with [redacted] at that time. Due to the manner of our monthly billing and the information that is taken for the third party online payment system, the full amount of rent is billed on the first of the month, then credited back at the time ofmove out, if the move out date is prior to the last day of the month. Unfortunately this resulted in the customer being charged the full amount of month to month rent and the total was deducted from his checking account through his auto bill pay. As soon as the issue was brought to our attention on the pt of the month, we contacted the third party billing company, [redacted], to see if a refund or stop payment could be processed in their system. We were informed that this was not an option. The customer, [redacted], also contacted his bank to issue a stop payment and was informed that they could not complete this request either. On the 2nd of September, when [redacted] informed me that neither [redacted] nor his banking institution could stop the payment, I immediately contacted my accounting department and requested a refund check of the overage amount. A check was cut and overnighted to my office. The amount the customer was overcharged was refunded to him within 24 hours ofthe request, and in addition we credited him an extra $35 to cover the cost of his overdraft fee charged by his bank. Although the error was through the third party billing system and the customer's agreement was with the third party, we addressed the issue promptly and righted the wrong when the billing company could not. Although we apologized for the mistake and the inconvenience it caused, we unfortunately are unable to give the customer additional payment for his time or inconvenience, only refund the overcharged amount and bank fees related to the issue.