Complaints

• Initial Complaint

  01/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went to an ATM today at Woods Supermarket in Stockton and it is a $2 fee and it charged me more than $10. I tried calling the company and no one answers the phone.

  

  Business response

  01/20/2023

  We have proof with screenshots from our phone software, answering service, text conversations with the customer and our customer service employee that what he's saying about us not answering the phone is not true. Also, the claim about the ATM saying it charges $2 and instead charging $10, we have proof that's not true also from our ATM processor showing that what he's saying isn't accurate and we were wondering if this can be taken down given proof that the claim is fraudulent. We find it slanderous and extortionist especially since he is demanding we refund the $10 surcharge fee he's claiming "he was charged". The ATMs always inform the cardholder of the fee that they are going to pay before it will give them money. Thousands of people have been using thousands of our ATMs daily for the past 10 years all over North America and nobody has had this complaint except this person.
  

  

  Business response

  01/24/2023

  ****** ****** ***********************      ***** ** ** ******* ****      ** ******* ****** ******* ** ***** *******
  
  Our ATM technician just went to the site today and did a test transaction to see if the ATM would work as it's expected to - where it shows the surcharge fee amount that the cardholder will need to pay in order to get the money they requested. Every person who uses an ATM which charges a fee will be prompted to accept the fee before they are allowed to proceed and get the money.
  
  Our ATM technician requested the same amount of money as this cardholder who left us the negative feedback and here's what he saw on the ATM screen:

  
  ****** ****** ***********************      ***** ** ** ******* ****      ** ******* ****** ******* ** ***** *******
  
  Our ATM technician just went to the site today and did a test transaction to see if the ATM would work as it's expected to - where it shows the surcharge fee amount that the cardholder will need to pay in order to get the money they requested. Every person who uses an ATM which charges a fee will be prompted to accept the fee before they are allowed to proceed and get the money.
  
  Our ATM technician requested the same amount of money as this cardholder who left us the negative feedback and here's what he saw on the ATM screen:
  
  image.png
  
  image.png
  
  
  Here is the screenshot from our ATM processor which shows that cardholder's transaction, the amount he requested, the amount dispensed and the amount surcharged. This must be agreed to first for the ATM to be able to dispense.
  BBB CDS Screenshot.jpg
  
  
  This disproves his claim about the ATM's surcharge fee claiming it charges $2.00 then actually charges $10.40.
  
  It is defamatory and damaging to our reputation for someone to make claims that our ATMs charge more than stated. This could majorly affect our business if new customers wanting an ATM installed at their site see that remark. As you know, BBB reviews can be a deciding factor between which company is used.
  
  If you'd like I can send screenshots from the logs from our phone service and any text communications between our customer service representative Kara and the cardholder. We have proof that the statements about us not answering or getting back to him are false and defamatory.
  
  Thanks
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩