Complaints

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• Initial Complaint

  Date:04/26/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  asked about having 2 kids attend full day camp for the summer. Asked if my 4yrs old can go for a full day at camp. Received the answer saying yes and then automatically charged $920 on my ******** card w/o confirming with me for final decision or what payment method to use.I called immediately as soon as I heard voicemail and saw the charge and asked for a refund, no transaction of refund sent to me but said they issued it on same day, April 12th. I wait and week later, no refund. I called Friday April 21st, they inform me they refunded to a random ********** **** on my file? I have not had any transactions with that card and informed me and was not aware this card was even in my account. I Ask to escalate and did not get a call back from anyone. I had to call on yesterday and today to find out more info. No one reached out to **** have serious concern regarding management of payments and keeping cards on file without your customer knowledge and access to these financial information. I need to understand how my information and payments are being kept secure. Particularly I want someone to review what happened regarding recent events at ************** that resulted in an unauthorized transaction for $920 then a request to refund which was the erroneously refunded to a ********** on file that I was not aware was on my account!!! I met with ****** and ***** today and they told Me because the transaction has cleared and went to this ********** that PRG is done and did their part and will not be issuing $920 to the original payment method in the ******** card!!!!I was then only provided an email to contact someone and no one was able to even get on the phone with me from upper management to discuss this further and the decency to set up a time to meet. I just lost $920 because of the lack of communication, care and accuracy of the staff in how they handled my account and lack of security of PRGs system. I want clarification on how this happened and my refund.

  Business Response

  Date: 05/02/2023

  ************ requested a refund for two summer camp enrollments that she said she did not intend to sign up for.  It would be very uncommon for our staff to ring someone up for two enrollments if the customer was just asking to see if dates were available, and very out of character for the desk staff she was speaking with to make such a mistake, but we had no problem with issuing the refund so it was input.  ($920)  ************ had more than one card on file and unfortunately an error was made and the $920 was refunded to the ********** in question as opposed to the ******** card the $920 was originally charged to.  We were unaware of this until ************ reached out.

  ************ contacted the gym saying she did not get the refund.  When told what card it was refunded to she asked that all of her cards on file be deleted.  As our desk staff describes, "she was yelling at me and I panicked" so he deleted all of the cards without informing a manager first.  At this point ************ was claiming the ****** **** that the refund was issued to was not a card she used, so she wanted $920 refunded to her ******** card.  So we checked our Point of Sale records to see how the card could have gotten on her file if it wasn't hers.  We found an attempted charge with that card on 3/22/23 at 1:55am for two youth program signups through the online portal but it was denied for lack of funds.  There was also an attempt at 1:54am with a different card, again denied for lack of funds.  (The online portal is a password protected account that customers create on their own)  That same morning ************ came into the location and purchased two youth program signups in person.  This suggested to ** that it was in fact a card that ************ had access to.  We would have just reversed the refund to the ****** **** and put it onto the ********, but because ************ asked us to delete her cards on file, we could not reverse the refund without getting the card number from her first.  When ************ came to the gym to meet ****** and ******, this is what they told her. We would happily refund the ******** card if she could provide us with the ****** **** we had already refunded the $920 onto which would allow us to retrieve the $920 we had already issued.  She told ****** and ****** that she didn't have access to that card and didn't understand how we even had it.  ****** and ****** stood firm that they had issued her a refund to a card that she put in our system, so they could not reverse the refund until she provided ** with that card again.  They gave ************ my email because we do not give our our personal cell phones for work issues.

  Later that day (April 25th) at 10:45pm, ************ emailed me and six other email addresses in our company telling her side of the story and asking for clarification.  I reached out to her on Wednesday April 26th, I believe around 11am.  I left a message and she called back within a couple of hours.  I spoke to her on the phone for roughly 20 minutes.  She told me her side of the story and for the first time, said that the ****** **** was a gift card and it was hers.  (She looked through her ****** account and found a charge with the same number)  I then explained to her the same thing that ****** and ****** explained.  We do not have a problem issuing the refund to the proper card, but we did make a mistake and put it on the ****** ****, so we need to retreive that before we can issue another $920 refund to the same person.  ************ said she did not have the card anymore and demanded to know how we got it.  I informed her of our records showing that she attempted to use it in the system on 3/22.  I told her that our Operations Manager had attempted to contact our credit card processing company to see if they could issue the refund despite ** not having access to the number.  They denied **.  I told her now that I know it was her card, we would reach out to ****** **** on the off chance that they would reverse the refund.  ************ said she would contact *************** where she had gotten the gift card from to see if they could help.  She also said she was going to keep looking for the card since she used it a month ago.  It seemed ************ understood the position we were taking and was satisfied that I was working to correct it, but needed her help since it was her card and she requested we delete it from our system.

  Later that day (April 26th) ************ forwarded me an email correspondence with a woman from **** who confirmed that the ****** **** we refunded the $920 was issued to ************ as compensation for a study.  On April 27th she emailed six of our emails again saying she had been waiting too long and demanded the money be returned to her ******** card.  That same day, in an attempt to receive a receipt for teh purchase of the gift card (Which ****** **** said they could use to reverse the refund) I contacted the woman from **** from **************** email. 

  On 4/28 ************ forwarded me another email from her contact at **** in which she was told that **** would reissue her another gift card with the same number so she could access the refund that we had put on the card.  I responded to ************ and said that was great news.  If she informed us when that happened, and gave us the number to that card, we would reverse the charge and put the refund on her ******** card if she requested. 

  From my perspective our company made a simple error (refunding to a different card) which we would have fixed immediately if we could have.  But we could not do so without the card number, and **************** request to delete the card, and not being able to produce the physical card prohibited us from reversing the refund.  But the card we refunded the $920 was **************** card despite her early claims.  And as of this moment, as per my phone call and emails with her, I believe the issue is resolved, because **** has reissued her that ****** **** so she can either directly access the refund we sent, or she can give us the card number and we will reverse the refund to the ****** **** and put the $920 back on the ******** card where it came from.  There was no malpractice or attempt to keep a customer's money on the part of our company.  And I believe we took all possible steps to fix the situation.  I have attached the email chain showing where **** confirms that the ****** **** we refunded to was given to ************ and where ************ says they are reissuing her another card with the same number so she can access the refund we gave her.

   Please let me know if any other information can be provided.  

  Customer Answer

  Date: 05/03/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  1.) I resolved their issue NOT thé GM from thé rock gym. I had contacted the clinical coordinator who provided the Clinical gift card from a health study I participated in, luckily still had the same cell number who helped me.  So the resolution was NOT from the company but a contact that I provided to the rock gym because they did not believe that it was a gift card.  The GM never told me they were contacting her.  This is a clinical contact from a healthcare related study from Feb 2022. I provided an email she generated stating the card was a gift card from a study because I had to prove my case that this card was not my own credit card but a gift card.  
  The clinical coordinator helped me with accessing the funds NOT anyone from the Rock Gym.

  All the GM did was email the clinical coordinator without my knowledge or consent asking proof of purchase for the ********** that it truly was a gift card. The email also stated he thinks this was a scam on my end..  What solution did they provide other than violate my privacy (again) and state defamatory remarks to a third party?
  2.) How is it that they have a one time use gift/debit card saved under my profile that I never consented to be saved and use it for any transactions? I was never aware that they had 5 cards saved under my name. When I was alerted of this I immediately asked them to delete all my financial info in the system considering the huge error that already happened.  In conversation with the GM from PRG they told me that once a card is used in the portal the bank info/card number is saved automatically for future. Alarmed, I was not aware that they keep it on file!  That’s how they received and kept the bank info for the gift card, if I was aware I would not save a gift card in my profile knowing it’s one time use. But their practice in keeping financial info instantly after using it on the portal without customer consent is how they had this card on file.  This is a major issue - when customers do not know that their CC numbers are being saved then an accumulation of multiple cards are then on file. I tried to access my profile to see if what cards they have on file and there is no option to see it from customer side. How is this practice acceptable?  Yet I was the one being questioned as being a perpetrator of a scam?! 
  3.) Summary:
  The rock gym DID NOT resolve my issue.
  They violated my privacy and financial info multiple times. Saving cards including a one time use gift card on my profile without my consent or access to what cards they have on file.
  
  Insecurity of my Financial Info - anyone at the front desk can use any cards I have on file to charge me for camp, lessons etc without first confirming with me. Initial charge that erroneously occurred. I did not confirm enrollment for summer camp for my 2 kids yet I was charged on one of the cards they had on file.  I don’t know how they had 4-5 cards saved on my profile and one of them was the gift card. How is it that I wasn’t aware they had all of them on file?! I do not have access to what cards they have on file on my profile/online portal. 
  
  Violation of Health Privacy - Contacting a clinical coordinator through Penn from a health related study to demand info about card received from them.  He can contact ********** and the clinical company that issued the card but I never okayed him to contact the clinical coordinator like it was his contact to use to help him resolve the issue. 
  Defamation-  I have the email he sent to the clinical coordinator stating he thinks I am scamming them!  He involves a third party who was a clinical coordinator from a study I participated in over a year ago and inform them about my actions being fraudulent?!  At this point it is not even about the $ but their professionalism and discretion regarding a major transaction error that they made yet they claim to a potential professional colleague that I am the one scamming them?!!  
  
  I have no words to say. I am shocked and horrified in how I have been treated regarding this matter.  From the start I was made to feel like I was fraudulent and my claim that that card was not my own credit card IS TRUE. I had to investigate on my own to try and understand what this ********** was that was a saved CC on their system? There are multiple issues in how they run their business and keep financial information that directly contributed to this dispute.
  What are the company’s policy or protocol on: 
  - How are transactions verified with customer to prevent mistaken enrollment etc? I’ve never had to sign anything and how is it they don’t call me first before running my card. Instead I am left voicemail stating I am enrolled and they ran my card. But which card they had 5 on file?!
  - How are financial information saved and are the customer made aware of what cards they have save in their system 
  - Who has access to their system that has all their customers financial information? Is it password protected? Can any staff just look up accounts and take down CC info? and if you have multiple cards on file, how does the front desk staff know what card to use if multiple cards are on file?  
  - What is their escalation procedure when there is conflicts and discrepancy such as this where a large transaction error occurs who is the contact person who can speak to the customer immediately. I was given an email 2 weeks after I’ve been waiting for the refund to hit my card and I get an email to contact someone!
  it isn’t just a “simple mistake” as their GM stated in his email. It is now even beyond the refund at this point. 
  
  Regards,

  *******************