So basically I had a customer today we will call her Sandra, she runs a business and charged her customer a thousand dollars through our service. so when she charges ther customer's card our service takes out the money from her customer and we fund it to sandra's account.
A few months after that transaction our company took that thousand dollars money out from sandra's account and notified her that her customer disputed the transaction and that we returned the money to their customer.
but we spoke to her customer and their bank and they said they never disputed it and never recieved the money back at all.
So sandra has thousand dollars less on her bank account and her customer also has thousand dollars less on the bank coz they never recieved the money back at all.
When I escalated it to my supervisor all they can say is “there's nothing that we can do, sandra needs to work this out with their customer coz we returned the money to them” even when the customer's bank already said they never disputed it and never got the money back.
She's been talking about calling her lawyer so told her, if you think filling a legal action is necessary then please do coz one way or another you need your money back, I wish I can do more but there's really nothing that I can do not even my supervisor.
I just feel sorry for these customers, I've done an extra mile to just trace where that money went but I couldnt and my support keeps telling me the same verbiage on the book to “settle it with the customer” even when that no longer makes sense coz there's nothing to settle with their customer if they never recieved the money back.
I cant believe they can be this stupid, they keep repeating what's on “the book” even when the customer's situation is different and doesnt apply what's on the book. I cant believe how much common sense they lack, like srsly that's thousands of dollars lost out in the air somewhere and supervisors just want the easy way out (by reading whats on that stupid book) instead of doing more research.