ComplaintsforBlackcomb Snowmobile

• Initial Complaint

  16/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Date of Transaction: March 6 /2022 Amount paid for Service: $530.90 Service Provided: 3hr Snowmobile Wilderness Tour (2 persons) Nature of Dispute: Charged Twice (duplicate) for the event on the above mentioned date. What the business has done to resolve the issue: Nothing to date,despite it taking 5days to get to a managers' desk.What we have done:My Wife(****)making 3 phone calls to attempt a resolve, sending them a Chequing Acc. Statement showing the amt. *****ed from my account,also sending my **** Statement showing the identical charge for the same service,as well as filing an investigation with my bank. When arriving for our event on March 6/2022, I attempted to pay for our service via my ***** Card.There was sufficient funds in the account but an issue with the machine and the transaction came up"error". When the machine was not successful in making the transaction via *****, I paid via my **** card.I was not provided a receipt for the failed transaction from my ***** card. Being caught up in the excitement of our snowmobile tour it slipped my mind to ask for the failed transaction receipt.The transaction was completed via **** and we went on our event and had an amazing day. When I arrived home that evening I decided to check my online banking statement,only to discover that the charge on my ***** card had infact been processed to Blackcomb Snowmobile in the amount of $530.90 *****ed from my chequing account.Upon checking my **** Statement online I confirm a pending charge as well to Blackcomb Snowmobile for $530.90. The next morning Mar.7/22 my wife called the business,explained the situation and requested a refund be issued to either one of the payment sources.The employee requested the Bank statement and Credit card statement,which was sent to the them via email.Confidential information but on good faith we provided this. Conversation took place without resolve, it was finally brought to a managers desk 5 days later.To date, still no resolve.

  Business response

  17/03/2022

  Thank you for your email.

  The customer's husband ( the customer was not present) came on a snowmobile tour with us on March 6, 2022 @ 1:30 pm

  He attempted to pay by ***** card, the card came up as declined, he then paid by ****

  The cardholder was present and is well aware that the ***** card was declined.  As the ***** card was declined we have NO RECORD of the transaction, we DID NOT receive the money.  Our office has explained this to the wife on more than several occassions and explained that this was a bank error and asked her to contact her bank to rectify and that we would be more than happy to assist in any way however, as we do not have any record of the transaction and that it is her bank error her bank would not give us access to her account to resolve the issue.  This is a simple case of her contacting her bank which she refused to do?

  We have contacted our credit card processesor and have confirmed;

  *** **********
  
  ***** card ending **** was declined by ******, however, the cardholder bank approved it. This is not common.
  A reversal has been requested to the bank. The cardholder will see this reversed within 7 business days.
  You were not funded for this customer bank error.

  **** card ending **** was a successful sale for $530.90

  We in no wayy double charged the guest and have done nothing wrong other than try to appease the customer who was not present and has no knowledge of the transaction.

  Customer response

  17/03/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  ***** card ending **** was declined by ******, however, the cardholder bank approved it. This is not common.
  A reversal has been requested to the bank. The cardholder will see this reversed within 7 business days.
  You were not funded for this customer bank error.
  **** card ending **** was a successful sale for $530.90

  Explain how a machine (******?)can decline a transaction ,yet the cardholder bank will let it go through and process.It absolutely is not common. In this day and age when processing a purchase via ***** either there is sufficient funds in the account or there isnt. How is it possible that confidential print outs of both **** and ***** card statements show Blackcomb Snowmobile being funded for both amounts.Yet you accuse my wife of refusing to contact the bank when she told you I had already done so and she forwarded you the email of TD confirming the investagation had been opened.From her first phone call she cooperated with what you asked her to send so we could get the situation resolved and gave full cooperation despite being ignored by a promise of follow up on the first 2 calls she inititaed.

  Lets be clear, I am the customer and I certainly was present ,I was the person using the ***** Machine and certainly saw "ERROR" on the reading not "Declined".My wife made the calls to Blackcomb snowmobile on my behalf as I have abusiness to run ,so I am busy and not tolerant of this type of interaction.Explain how the machine has an "ERROR" yet the money is *****ed to Blackcomb snowmobile? If in fact the card was processed and declined, you should have records of a failed/declined transaction and it is a common business practice to offer the customer a copy,you failed to offer this.The bottom line is I have paid double for my service up to this point and Blackcomb snowmobile is not taking any onus for their machine possibly having a glitch when processing my ***** card.There was clearly money in the account at the time of the purchase transaction. I will be taking this printout of what Blackcomb Snowmobiles' bank has say, to my bank. The untimely manner of 5 business days of which the situation lagged on and not addressed was definitly not appreciated or a good experience.You should take some responsibilityn for your machines thatyou provide customers to process payment with.Instead you deflect fault to your customer..The question is why would ****** decline the card? if infact it was declined as you say? there were funds in the account the ***** card is not expired?So maybe a glitch or fault in your equipment? thoughts to consider.

  ***** ******

   

   

   

  
  
  Sincerely,
  
  ***** ******

  Business response

  18/03/2022

  I’m so sorry, I’m really not sure how many more times or how else to explain this to you.
  1. We followed up with you on every call and email, we exhausted all of our efforts in order to prove to you that WE DID NOT PROCESS YOUR ***** CARD. THE FUNDS WERE NOT DEPOSITED TO OUR ACCOUNT.  THIS IS YOUR BANK ERROR
  2. Your card was declined/came back as an error.  As stated we did not process your card, which is why we have no record of the transaction, which is why we could not process a refund.
  3. YOUR BANK approved the transaction however we were never funded for it. (Again, why we have no record of the transaction and why we can not issue a refund)
  4. We have previously explained to you that our machine (******) did not process your ***** card, however as I can only assume as I am not your bank, your bank detected the transaction and approved it.  Again we have suggested on numerous occasions that you contact your bank as I’m sure they could clarify this for you and rectify the situation.  As they are the ones that have incorrectly processed your ***** card they are the only ones that can refund it.
  We have been nothing but cooperative on this issue and we take full responsibility for our credit card processing and if we had double charged you in error we would immediately take responsibility and refund you.  However, this is not the case, Again, we were not funded for this transaction, (that means the funds are not in our account).
  We have implored you again and again, to please contact your bank.  As noted this is an unusual event and I apologise for your distress in this matter however as stated we did not process your card, this was not a glitch in our equipment, this is just a strange occurrence on the part of YOUR BANK. On our end we have done everything we can to investigate this situation and explain to you what has happened. 
  You have initiated an investigation with your bank, our cc processor (Elevan) has initiated a reversal process with you bank as well so I can only assume that your bank will be issuing a refund on their end.
  Again, we are very sorry for the clear distress this has caused you as this is a very unusual error that lies fully on the part of your bank.

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