Ms F.
Frustrating experience with accounting
I had a frustrating experience with the payment process that ultimately resulted in a significant issue with my account. When I initially submitted payment through the website, the payment appeared to go through, but was later returned to my account. I then received an invoice warning that additional fees could be assessed if payment wasn’t received, which was confusing since the funds had already been taken from my account. I called to resolve the issue and was told a new account needed to be set up. During that process, Scott Hansen, the accountant I spoke with, set up a personal account rather than using the school account I had already established for this purchase. I was also told that payment would be pulled, but that never happened, so I had to call back. During the second call, Scott happily took my payment, but charged the taxable amount. After processing it, he explained that he had used a personal account, despite this being a purchase for a classroom set of instruments and despite my having already established a school account that we had previously discussed and that was supposed to be connected to my customer number. Scott then told me he would refund the payment and charge the correct, tax-exempt amount to the school account. I specifically explained that the card I was using only had enough funds for the purchase and that I would need the refund processed before another charge could be made. He assured me that would be done. Unfortunately, instead of issuing the refund first, the card was charged a second time. I contacted customer service, but they were unable to resolve the issue. I also spoke with Scott’s manager, Matt, who unfortunately did not have a solution either. As a result, my account is now over $1000 overdrawn, and I’m left waiting until at least Monday for the situation to hopefully be corrected. I understand that mistakes and miscommunication happen, but this situation involved multiple opportunities to correct the issue before it reached this point. I made a point of clearly communicating the account and payment situation, including the fact that the card could not support a second charge before the first payment was refunded. I hope the company reviews what happened and improves communication between accounting and customer service so other customers don’t experience the same problem.