EDR Mastercard Transaction problem 2-Dec-12

[BD1959]

Received my WOW Mastercard statement over the weekend and noticed a transaction processed 1-Dec-12 duplicated 2-Dec-12, statement produced around 4-Dec-12.

Immediately called the Customer Service Number and informed that they were aware of a "problem" and that the duplicated transaction had subsequently been corrected via an adjustment. Good, says I, then I'll pay the Closing Balance less the amount of the adjustment.
No, says the CSR, you must pay the full amount otherwise you will be charged interest since the payment must match the closing balance.

Despite much hypothesizing about interim payments and corrective adjustments, the CSR would not budge. Seething that I must now pay more than my incurred liabilities because of some back-end stuff-up I requested to speak with a Supervisor.
After a 30 sec wait "Sorry, there's no available, I'll get one to call you back."

Hours later, speaking with said Supervisor, he too was adamant that I must pay the closing balance regardless that a rogue transaction had been posted.
What if you'd posted a rogue transaction for $10,000 asked I, would I still have to pay?
Yes, says he.
Is there an issue with your system such that the correcting adjustment is not being treated as a credit on the system asked I.
Yes says he.
So, says I, not only am I inconvenienced because someone stuffs-up a transaction, a stuff-up you've acknowledged and worked to correct, but because your system doesn't correctly reverse that stuff-up I'm now being penalised? Asks I.
Yes, says he.
How is that fair, asks I.
He sympathesizes, claims he can see my issue but "this is the way all billing systems work."

Well, here he made his big mistake. I know how *some* utility billing systems work - and their credit and collection systems behind - and this is not it! I inform him how this should have been processed and he puts me on hold. 5 mins later he's back to tell me he's spoken with "Technical Services", seems I was correct all along and I only need to pay the balance less the amount of the adjustment "but keep an eye on your next statement".

I assure him I will (and the one after that!) and advise him that as the initial problem was - supposedly - a tape being processed twice on successive nights, he was likely to get plenty more calls and he should correctly brief his front-line staff.

Lesson 1: Always check your statement

Lesson 2: Supervisors are there to cover their staff's backsides and not correctly resolve issues

Lesson 3: Refuse to be blinded by bull.

Regards,

BD

 

[medhead]

Ok they are missing one critical point the adjustment shows up as a credit on your account. I have one of these as well, purchase 1 Dec, credit for that purchase on 1 Dec. same purchase on 2 Dec.

All you need to do is make sure all the credits to your account equal the closing balance. I would strong suggest that you login to the online system to verify the credit amount and when it was put in. To repeat all you need to do is to make sure there are 1 or more credits equal to the closing balance by the due date.

 

[moa999]

If they have already put through a reverse/credit, medhead is right... The total credits will then equal the due amount at the payable date.

 

[Cynicor]

If they have already put through a reverse/credit, medhead is right... The total credits will then equal the due amount at the payable date.

Does anyone else feel like woolworths, and their money division specifically, hates its customers?

To log in you need to remember or have your credit card no on hand. Then they won't tell you your "memorable question" so they might as well have just asked you to provide a password. Their staff aren't very helpful either...

 

[BD1959]

If they have already put through a reverse/credit, medhead is right... The total credits will then equal the due amount at the payable date.

The point is that neither the CSR nor the Supervisor could agree that this is correct. They both stated that as the credit had been applied after the generation of the statement then I had to pay the full amount. The CSR was adamant: the adjustment is not treated as a credit for the purposes of this bill cycle (it would kick-in next bill cycle); secondly that there is no reconciliation of total credits on the settlement (Due By) date, rather the one payment has to match the Closing balance.

Obviously they were incorrect, but were unwilling to accept.

If it wasn't for the QFF points ....

 

[medhead]

Well they are clearly clowns I wouldn't have even bother chasing that point once they told me the reason for the error. My usual reply in such situations is "yeah, ok. Goodbye"

 

[jesskoty]

This happened to us once before. The transaction that was duplicated was tiny - less that $10 if I remember and we never got around to chasing it up. But I agree that they must hate their customers, some of the cough that I heard from them earlier this year when it took them 5 weeks to replace a damaged card was absolutely ridiculous.

 

[DeKa]

I had a duplicate transaction too!
1st December at Tiffany (of all places) and again on 2nd December, Tiffany shows up. I almost died.
It was refunded on the 3rd December, but the value date is the 1st December.

 

[BD1959]

I had a duplicate transaction too!
1st December at Tiffany (of all places) and again on 2nd December, Tiffany shows up. I almost died.
It was refunded on the 3rd December, but the value date is the 1st December.

Supervisor reckoned the issue was that a certain bank - which Bank?? - sent them a duplicate tape, so I'm guessing there's more than a few of us out there.

Regards,

BD