Lupe stayed at a resort in April 2023 and charged the cost of her room to her credit card. In August, the room charge showed up on her statement and she paid the charge in October 2023. The room charge then showed up again as owing on her statement in November 2023, despite already being paid, so Lupe contacted the lender to ask why it had shown up as due again.
Between November 2023 and July 2024, the room charge went back and forth from being suspended, to recharged, to suspended and then recharged again. Lupe didn’t have much luck in resolving the issue with her lender, so she complained to FSCL.
Dispute
Lupe complained that her credit card statement kept saying that she owed the money for the room, even though she had already paid it in October 2023. She explained that she had been a longstanding customer of the lender and found the delay in getting the matter resolved upsetting.
The lender explained that Lupe’s account had accidentally been double charged for the cost of the room, but she had received a refund for one of the charges from the resort, so she still needed to make a payment for the cost of the room.
Review
After discussing with FSCL and reviewing their file, the lender agreed that Lupe had already made payment for the cost of her room in October 2023 so it shouldn’t be showing as due.
To resolve the complaint, the lender called Lupe directly to apologise for the confusion about the extra charge to her account. The lender offered to credit the cost of her room to her account so it would no longer show as overdue, to refund the overdue payment fees on her account and to pay her $400 as compensation for the stress and delay.
Resolution
Lupe accepted the lender’s offer and apology, and this resolved the complaint.
Insights
Lenders should endeavour to resolve accidental overcharges as quickly and efficiently as possible.
