Thank you for making us aware of the service you received while working with our Accounting Department to resolve a missing credit to your account from Amazon. Our goal is to research disputes in a timely manner and provide a resolution as soon as possible. In this instance, it...
took much longer than we anticipated. We would like to extend our apologies for the time involved in researching this dispute and posting the credit to your account. Below is a timeline that shows the research that was done on your behalf to locate the missing refund: April 8, 2016 - [redacted] came into our main branch looking for the refund from Amazon that was supposed to be posted onto his account via a debit card return. The Member Service Representative called our Accounting Manager for assistance in locating the return. That day our accounting department looked through posting files and balancing records to try and locate the missing refund. Nothing was found that Friday. April 11, 2016 - our Accounting Manager reached out to our former and current card processors to get assistance in locating the missing refund. Both processors replied that day letting us know that if we didn't have an exception item outstanding in our daily balancing process that we hadn’t received the refund and would have to work with the member and the merchant (Amazon.) April 12, 2016 - our Accounting Manager talked with [redacted] over the phone letting him know that we would need to work with him and Amazon to do more research. At that point, [redacted] provided a tracking number that we could call Amazon with to get more details. Our Accounting Manager called Amazon and was told that this number was not a valid Amazon reference number. Amazon started digging based on the dollar amount in question but let us know it would take extra time. [redacted] had called back in the meantime and our Accounting Manager let him know that we needed a valid reference number and also needed him to come in to sign a letter stating that he was missing the funds. He let [redacted] know that in order to give provisional credit he needed to stop by and sign the paperwork, but that he would continue the investigation in the meantime. As of the date of the complaint, [redacted] had not stopped in to sign the paperwork. The investigation with Amazon was still open and being worked on. May 19, 2016 - [redacted] stopped by our Wal-Mart branch and requested a refund. Our Wal-Mart branch reached out to our Accounting Manager. While [redacted] was present in the branch we went ahead with the credit to his account in the amount of $110.30. Again, please accept our sincerest apology for any inconvenience we caused while researching this dispute. We appreciate your feedback as it will assist us in becoming better at what we do. We appreciate your membership and hope to serve you again in the future.
Thank you for submitting additional information while we continue to look into this matter further. We take situations like yours very seriously and are reviewing our internal processes to ensure it doesn’t happen again. The lack of service you experienced is definitely not up to our standards and there are no excuses for what happened. You are absolutely correct when you say that we need to take ownership for our lack of communication and prompt crediting of your account. We got it wrong and we’re sorry. Please accept my sincere apology for the inconvenience and frustration this has caused.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.This response is absolutely laughable and completely inaccurate of what happened. Never, not once during any of this was I told to stop in to sign any paperwork. That is a complete and utter lie and I'm appalled that UnitedOne is trying to make it seem that I did something wrong or did not "work" hard enough for my refund. I'm sure Mr. [redacted] told his superiors whatever he needed to to cool the hot water. I'm insulted. Secondly, Amazon told me on multiple occasions that no one from UnitedOne ever reached out to them and all they could do is continue to provide me with the refund reference number. Which brings me to my last point, the reference reference number I have to the teller at the bank a week ago or so, was the SAME reference number I provided Mr. [redacted] from the very beginning. What an astounding coincidence that it wasn't until I showed up in person 5 weeks after speaking to UnitedOne that I instantly received my funds. Make no mistake about it, I was given the "brush-off" and had to remind UnitedOne to continue to work for me. Come me in to sign paperwork? You people should be ashamed for such an abysmal lie. You screwed up, failed to do you job, own it. I did nothing wrong. Regards,
[redacted]P.S.- My name is "[redacted]". Don't falsely accuse me of failing to do anything again. Liars.
Thank you for making us aware of the service you received while working with our Accounting Department to resolve a missing credit to your account from Amazon. Our goal is to research disputes in a timely manner and provide a resolution as soon as possible. In this instance, it...
took much longer than we anticipated. We would like to extend our apologies for the time involved in researching this dispute and posting the credit to your account. Below is a timeline that shows the research that was done on your behalf to locate the missing refund: April 8, 2016 - [redacted] came into our main branch looking for the refund from Amazon that was supposed to be posted onto his account via a debit card return. The Member Service Representative called our Accounting Manager for assistance in locating the return. That day our accounting department looked through posting files and balancing records to try and locate the missing refund. Nothing was found that Friday. April 11, 2016 - our Accounting Manager reached out to our former and current card processors to get assistance in locating the missing refund. Both processors replied that day letting us know that if we didn't have an exception item outstanding in our daily balancing process that we hadn’t received the refund and would have to work with the member and the merchant (Amazon.) April 12, 2016 - our Accounting Manager talked with [redacted] over the phone letting him know that we would need to work with him and Amazon to do more research. At that point, [redacted] provided a tracking number that we could call Amazon with to get more details. Our Accounting Manager called Amazon and was told that this number was not a valid Amazon reference number. Amazon started digging based on the dollar amount in question but let us know it would take extra time. [redacted] had called back in the meantime and our Accounting Manager let him know that we needed a valid reference number and also needed him to come in to sign a letter stating that he was missing the funds. He let [redacted] know that in order to give provisional credit he needed to stop by and sign the paperwork, but that he would continue the investigation in the meantime. As of the date of the complaint, [redacted] had not stopped in to sign the paperwork. The investigation with Amazon was still open and being worked on. May 19, 2016 - [redacted] stopped by our Wal-Mart branch and requested a refund. Our Wal-Mart branch reached out to our Accounting Manager. While [redacted] was present in the branch we went ahead with the credit to his account in the amount of $110.30. Again, please accept our sincerest apology for any inconvenience we caused while researching this dispute. We appreciate your feedback as it will assist us in becoming better at what we do. We appreciate your membership and hope to serve you again in the future.
Thank you for submitting additional information while we continue to look into this matter further. We take situations like yours very seriously and are reviewing our internal processes to ensure it doesn’t happen again. The lack of service you experienced is definitely not up to our standards and there are no excuses for what happened. You are absolutely correct when you say that we need to take ownership for our lack of communication and prompt crediting of your account. We got it wrong and we’re sorry. Please accept my sincere apology for the inconvenience and frustration this has caused.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.This response is absolutely laughable and completely inaccurate of what happened. Never, not once during any of this was I told to stop in to sign any paperwork. That is a complete and utter lie and I'm appalled that UnitedOne is trying to make it seem that I did something wrong or did not "work" hard enough for my refund. I'm sure Mr. [redacted] told his superiors whatever he needed to to cool the hot water. I'm insulted. Secondly, Amazon told me on multiple occasions that no one from UnitedOne ever reached out to them and all they could do is continue to provide me with the refund reference number. Which brings me to my last point, the reference reference number I have to the teller at the bank a week ago or so, was the SAME reference number I provided Mr. [redacted] from the very beginning. What an astounding coincidence that it wasn't until I showed up in person 5 weeks after speaking to UnitedOne that I instantly received my funds. Make no mistake about it, I was given the "brush-off" and had to remind UnitedOne to continue to work for me. Come me in to sign paperwork? You people should be ashamed for such an abysmal lie. You screwed up, failed to do you job, own it. I did nothing wrong. Regards,
[redacted]P.S.- My name is "[redacted]". Don't falsely accuse me of failing to do anything again. Liars.