Complaints

• Initial Complaint

  10/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I filled out an application for an apartment on August 20th. I spoke to the manager a couple of times over the phone about documents. She stated that you have never rented before and it threw me off. I emailed her and told her to process the refund. She said it will take 30 days. So I was shocked about this. At the end of September, I called her and asked if the refund was sent. I didn&#**;t receive it yet. I called her again and asked for the refund. I reached back out to the company by email and phone and they said it was returned to my debit card and it has not been refunded. They said it would have to be refunded as it was received. They refused to give me the corporate office number. I called them and told them that the reason it was not refunded because was because my debit card was locked. Instead of them being respectful, the manager said he had never heard of this. The *** said in order for the refund to be given back, I would have to send my bank statements from August and September and copy of debit card to get refunded. They said the refund would have to be sent back in a check. I would like to receive my refund

  Business response

  10/25/2024

  Refund Processed  10/11

  Starceya ******* applied for a unit at Cantwell on 08/26/2024. After a few days of being unable to provide proof of employment, and no rental verification, we had to deny the application, and proceed with a partial refund of the amount of $300. The refund was processed on our end on September 9th, 2024.
  A **** ***** called our office on Friday September 20th, claiming that there was an unauthorized charge on his card in the amount of $363.95. I spoke to him regarding this amount and mentioned that he would have to reach out to his bank to dispute the charge as fraud. His first response was that he needed a written statement from us saying we were not aware of the charge before he could go to the bank. I told him we were unable to provide that, and that his bank could call us directly if they had questions. I reiterated he would need to let the bank know first, and he then stated he did, and that the bank was specifically requesting a written statement from us. I told him we were unable to complete his request, at which point he started asking for a supervisor or corporate. I told him that anyone above me would direct him to do the same. He hung up, and put a prospect push through Cantwells CRM on the same day, reiterating the information he mentioned over the phone.
  On last Friday the 4th,I spoke to Starceya because she stopped by the office for an update. I told her I was unable to assist, and told her she would have to wait until I reached out to someone else for clarity. We reached back out to her, on the 8th, stating we would need the card information that was used, to look further into the payment and hopefully finish out the return
  On October 8th, an email was sent from ********, and the card information that was listed was for the **** ***** that we had spoken to previously, she included his name in the email as well. We did not continue communicating after this point, as we were waiting to see what ********, or you would say. ******** responded to us, stating that we would need to ask for more proof from the bank that the original payment even went through and that wed need confirmation from the actual card holder since the names dont match.
   Today, October 10th, Starceya called, and we tried to explain this to her and she became very agitated, and constantly yelling over us on the phone. Both Ramah and I tried to explain it a few different ways, but she started to claim that we were scamming or discriminating against her. She stated that **** ***** was her son, and that she did use his card, and that when he called us, he wasn't aware that his mom had used the card. She insisted that the information was his, and that if his card did not work, we could put the money on her other debit card in her name. I told her we were unable to do that, and re-requested the information we would need. She hung up, and called back, stating that she now had **** on the line. They called from her number, so we were unable to verify the man's identity.
  Finally, we were able to calm her down and explain what we needed (a bank statement that shows proof of the transaction, and confirmation of **** that he is aware of the charge). A **** ****** <********************************> sent over the attached information, but now the name on the email is different than the bank statements and name on the prospect card. We tried to call the number associated with the prospect card to make sure that this **** ***** was the one that called Starceya today, but he did not answer that number, nor call back.

  On Friday October 11 Ramah processed a check request and had much communication with Starceya.  Ramah asked that she call when the refund was received to verify that the transaction was complete.  Ramah has tried several times to reach Ms. ******* with no luck.  As it is now 2 weeks past 10/11 we are still waiting to hear that the refund was received.

  The refund process was inhibited by the applicant using another person's debit card without his knowledge.

  Thank you-

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