Account Woes...

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  • Updated 5 years ago
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Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members. The community moderator provided the following reason for archiving: isolated issues that could be confusing

I ran into an unexpected issue with my account today and now I'm slightly concerned that it's going to get a bit messier. This morning I called to arrange to have a birthday gift sent to one of my correspondents. I told the guy he could just put it on the debit card that's on my file, to which he said there were no active cards there. He looked into it and said that a payment that had been made on the 15th did not go through, and the card became inactive. However, he also showed that my payment that came out on the 15th went through, as was also reflected on my account summary and my bank account. He then said it was the payment for the 20th that was declined, but the 20th hasn't occured yet, nor is it near enough that I'd expect cards were already being run. regardless, I looked at my bank and verified that I have plenty of money in there either way. So, on my account, for whatever reason my payment method showed that it was no good and all my automatic payments were overwritten. I'm in my office and had to get off the phone with the guy i was working with, so I said I'd go on my account and set the payments back up myself, which I did. Now I see that I have payments pending for all of my kids and I want to make sure that I'm not going to get charged for all of them, but only the ones who have not yet been paid for this month. Can someone please verify this with me? Any other month I wouldn't care but I'm traveling prior to Christmas and then have to have some cushioning for last minute gifts and to buy all the food for a dinner I'm hosting. I'd rather not pay in advance for any of my kids who are already good for the month.
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Lindsay

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Posted 5 years ago

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Emily

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Hi Lindsay! I am so sorry for this confusion and definitely want to make sure that everything is set to go on your account as you leave for the holidays! Per our phone conversation that we just had this morning, I am going to be watching your account throughout the day as we wait for your donations and automatic withdrawal setup to process through our system from when you set it up on the web last night. I am talking to some of our specialists to see if we can stop these donations before they process on the website. They are currently working to see what they can do and if they can locate them manually before they post. If not, I will refund back into your account ASAP, those children that were already current through December before you went online and set your auto pay up. Again, I apologize for this inconvenience but thank you so much for your patience as we work to correct the donations on your account. 
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Emily

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Hi Lindsay! I have good news for you! We are able to get into our system and manually correct this issue. Before I have them process this, the only thing we are unable to see without your request processing first, is which children you were wanting setup on automatic withdrawal from your bank. The only way we can correct this without allowing to process and submit a refund, is to cancel the entire process and manually enter in your request. Can you confirm for me if you had wanted every one of your financial children set up on the 20th of each month from this account? Or do you only want your children that are current through November, to be on future automatic monthly donations from that account? 

Once I receive your confirmation, we will set your desired children on automatic withdrawal on the 20th of each month from the account you setup online and we will only process one time donations for your children current through November, bringing their support current through December 31, 2014. 
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Lindsay

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Wonderful news! As for the payments, I only wanted the ones who have not been paid for December to be processed on the 20th, and actually I had wanted to distribute some of them to other dates as to even out funds. For now, so long as everyone is covered for December I don't care so much how it's set up. I can go in and manually change things around in January to get everyone where I want them . Thanks so much for the help!
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Emily

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Hi Lindsay! Your account has been taken care of. All of your children current through November will now be current through December, and no extra donations will be pulled for the children that were already current. Each child is set on automatic withdrawal from your account that you setup online to pull on the 20th of each month beginning January 20th. As you mentioned, please feel free to either call us or go online to adjust these pull dates or make any other changes to your automatic payments. God bless you and safe travels this Christmas!

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