Double billed

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  • Updated 2 years ago
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This month I was billed twice. Can you refund one of those charges.
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Josh

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Posted 2 years ago

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Josh

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The child id is TZ024600178
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Shannon Massey, Employee

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Good morning Josh, I truly apologize for this error. Our system experienced a small glitch when pulling automatic withdraws, which resulted in a handful of account being double withdrawn. Please know that we are very sorry this happened. Our technical team is going through these accounts and making refunds as quickly as possible. Thank you so much for your patience as we get this resolved! 
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Josh

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Thanks for the information. It has been a week now. How long do you expect it to take to rectify a handful of accounts?
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Shannon Massey, Employee

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Good morning Josh, 
To be completely honest, we are not sure. Compassion is experiencing a very large backlog right now due to the closure of India. The closure affected roughly 145,000 child accounts, which is roughly the amount of accounts that we would process in an entire year. Unfortunately, we are having to process them as quickly as possible and are shooting for just a couple months. Having that said, we do know that double withdraw was our fault, and so we are trying to process all of these refunds as quickly as possible as well. I know that all other refunds have been taking roughly 6 weeks to be processed. My hope is that your refund will be processed much quicker since it was an error on our part. Again, I am truly sorry that I do not have a better answer for you. We appreciate your patience and kindness more then ever!  

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