Complaints

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• Initial Complaint

  Date:08/29/2023

  Type:Order 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.

  On 8/16/2023 around a little after 6 ************************* called me in regards to my rent payment and asking when I would be making the payment. I told her it would be the following week on 8/24/2023 she then stated to me that I could not make my payment on that date because she has to file evictions on the 21st and proceeded to tell me it was written on my paper that they left on my door a few weeks prior. Fast forward I call back a few min since I had found the letter they left and the date on the paper said I had until 8/25/2023 11:59 pm to make my payment which the date I told her was a day before the date given. Whenever I spoke with her about it she then changed her answer and kept saying correct as if she didn't lie and tell me 8/21/2023 and then also proceeded to tell me I only had until 8/24/2023 because on 8/25/2023that's when she files evictions which makes 0 sense if the paper clearly says something different. When asked why did she tell me the 21st she then stated she didn't have my file pulled up which again I feel like was a lie. I received a email confirmation on 8/22/2023 for my payment and I know for sure I put my payment to process online for 8/23/2023. I log into the portal to see my payment was changed to 8/21/2023 and processed that day. Not only has this happened once but twice. The first time it happened was months back and someone in the office actually called me to tell me it was processed. Whenever I called about this months back I stated to them how someone contacted me once again days prior about my rent and how I said a specific date and it was supposed to be noted but somehow the original payment date was changed and I was told they have no control over that and I would have to contact the website company. I took a screenshot of my authorization for my record keeping after that incident because I did indeed scheduled my payment for 8/23/2023.I finally got in touch with corporate and ***** was no help and refused to give me her email.

  Business Response

  Date: 08/29/2023

  The following email was sent to ********************** at 8:29am on 08/29/23 in reply to an email she sent at 12:42am on 08/29/23: 

  Good morning **********************,
  

  ***** did inform me yesterday that you would be contacting me, however, I have not received any voicemails from you.  I have reviewed your account and hope that I can explain to you what has happened with your payment.  You have stated that you made your payment for the 23rd, however, you logged into the portal and saw that the payment was changed to the 21st.  This is not correct.  I show that you logged into your resident portal on 08/15/23 and set up a single payment for $1435.03 to be made on 08/23/23.  I show that your payment was posted on 08/22/23 at 3:47am.  The date of 08/21/23 that you are seeing is the date that the system was on when the payment was posted to your account (not the actual date).  As ***** explained to you, we must forward our date manually each day.  When your payment posted to your ledger, the system date was on 08/21, but it was already 08/22/23.  I have attached a detailed screenshot from the system regarding this payment.  The payment posts to your ledger on the 22nd so that at the end of the day when payments are batched out they may be sent out to be presented to your bank after midnight on the 22rd.  I have reviewed your account and each time that you have set up a future payment, it has done the exact same thing.  I also show that your payment was returned as "insufficient funds".  I show that you logged back into your resident portal on 08/24/23 and made another single payment in the amount of $1435.03 for 08/24/23.  The $45.00 NSF fee that you are questioning is from your original payment being returned as NSF.    As ***** explained to you, we have no way to change any dates that payments are set up.  I have reviewed all of your payments and can provide screenshots for you for all of the payments you set up with a future date.  They have all posted on your account the day before your payment date at approximately 3:30am as this one did.