ComplaintsforUpper Canada Child Care Centres

• Initial Complaint

  19/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was not provided with an updated invoice prior to a charge from my account resulting in an NSF fee from my bank. In addition, the company is requesting payment now be made through money order or certified cheque with an additional $40 administrative fee. I think I should have been provided with an updated invoice before an unauthorized charge was taken from my account.

  Business response

  10/06/2022

  Business Response /* (1000, 5, 2022/05/20) */ It is unfortunate that the customer is dissatisfied considering the exceptions UCCC has already made regarding this case. This customer received two communications on May 2nd and May 9 warning of deductions to the customer's account on May 15th. The customer was provided an invoice on May 9th. The invoice amount was actually greater than the amount that was debited on the 15th because credits were assigned to her account. Still the account went NSF despite all of the communication that was provided. In this case we waived UCCC NSF fees however we will not cover the customer's own bank charges. It is standard business practice that any charges a client incurs due to NSF payment are the responsibility of the client. Our contract and our Pre-Payment Authorization Form clearly outline our response to NSF payments. We feel that the customer was well informed of our schedule of payments and that we have already provided sufficient credit to this customer. Consumer Response /* (3000, 7, 2022/05/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) As per their written communication, I did not receive an updated invoice prior to funds being withdrawn. This has been acknowledged by the company. The regional supervisor indicated there would be follow up after our conversation regarding the incorrect invoice , but before the withdrawal- this did not happen so I was unable to have funds in the appropriate account. My resolution includes a reimbursement of the NSF fee incurred from my bank. Business Response /* (4000, 12, 2022/06/09) */ The amount withdrawn from the account that caused the account to go NSF was actually LESS than the amount invoiced in May due to credits provided to the client after their complaint. There was no time to issue a revised invoice as the credit was applied shortly before the withdrawal. The client is fully aware of the payment schedule on the first and 15th of the month. They are also fully aware of the standard amount owing at that time. That was the amount stated on the invoices in May. The client should have deposited their standard fee payment in the account on time to meet the agreed payment schedule regardless of any dispute. Because there was a dispute, they decided to withhold payment; to wait until confirmation of credits prior to paying regardless of the payment agreement. This action caused the NSF fee. UCCC operates 86 centres and the billing of them is complex. We are a non-profit with a small accounting staff. While we make every effort to be timely, not all disputes can be resolved in one billing period simply because it is demanded to be done. No NSF Fee would have been levied if the client had deposited the standard fee amount and waited to settle the dispute. The client is responsible for their own NSF Fees as they demonstrated no intent to pay on time. Consumer Response /* (4200, 14, 2022/06/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) The client did not 'decide to withhold payment.' This is an inaccurate statement. There should have been time to proved a revised invoice when the credits were applied. If there was time to apply the credits, there was time to inform the client. The company did not inform the client how much the withdrawal would be. The client does not give the company authority to withdraw an undisclosed amount twice per month. The company is required to bill the client accuracy and timely. *******************************************************

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