ComplaintsforGreen Genie LLC

• Initial Complaint

  04/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Subject: Unresolved *** Discrepancy and Lack of **************** Date of Incident: April 2nd Location: *** at ************************************************************************************** Review:I am compelled to leave this one-star review due to the unsatisfactory handling of a significant issue by the financial institution responsible for the *** located at **************************************************************************************. On April 2nd, I attempted to withdraw $200 from this ***. Despite the machine failing to dispense the cash, my **** of America credit card was charged for the transaction, a fact verifiable by video evidence.Immediately following the incident, I reached out to the responsible parties to rectify the situation, expecting a swift and fair resolution. However, my request for a refund of the undispensed funds has been met with a concerning lack of responsiveness and urgency. This lack of communication not only exacerbates the inconvenience and frustration caused by the initial *** malfunction but also reflects poorly on the institution's commitment to customer service and satisfaction.The failure to promptly address and resolve such a clear-cut issue raises serious questions about the institution's operational integrity and its approach to handling customer grievances. It is disheartening to witness a reputable entity display such disregard for financial accuracy and customer care.This experience has significantly eroded my trust in this institution, prompting me to advise potential customers to consider this lack of accountability and customer service when choosing their banking services. I hope this review serves as a catalyst for improved communication and resolution processes in the future, though it comes too late to amend my own unresolved issue.

  Business response

  04/15/2024

  Thank you for bringing your concerns to our attention regarding the recent issue you experienced with our ATM in **********, **. We value your feedback and are committed to addressing your concerns in a transparent and professional manner.
  
  We want to stress that we empathize with your situation and have been in constant communication with you every step of the way. We have provided guidance on the necessary steps to initiate the Reg E process with your bank, ensuring that your concerns are addressed promptly and thoroughly. The purpose of initiating the Reg E process is to enable your bank to confirm the validity of the transaction and ensure the security and integrity of ATM transactions for both customers and financial institutions. We emphasize that this process is standard protocol and essential for protecting the interests of all parties involved. This is not a protocol that we put in place, it is a protocal put in place by the banking industry to resolve these issues. We, as an ATM supplier, must comply to the rules the banking system has set forth. 
  
  We understand the frustration you must feel, and we want to assure you that we are fully dedicated to assisting you throughout this process to reach a resolution. As an ATM company, it's crucial to clarify that we do not have direct access to your bank account or the authority to issue refunds. Our role is to provide equipment that facilitate ATM transactions, while the responsibility for cash loading and maintenance lies with the merchant. We are unable to initiate refunds directly as we do not have access to your account.
  
  It's important to note that ATM transactions undergo various checks and balances, including transaction reversals in cases of malfunctions or communication errors. While this often results in automatic refunds, the final decision rests with your bank after their investigation. Your bank's current investigation is in review with your bank.
  
  Once again, we apologize for any inconvenience this situation has caused you and remain committed to assisting you until a resolution is reached. Please do not hesitate to reach out to us if you require any further assistance or clarification.
  
  Sincerely,
  *********
  Green Genie

  Customer response

  04/15/2024

  
  Complaint: 21529691
  
  I am rejecting this response because:
  
  The machines themselves are faulty and have been shown to inconsistently provide funds upon request causing major inconveniences for customers.

  The time for the bank to issue a refund for the faulty machines is two business cycles (months). ***While that portion is out of your control, the dated machines are within your control.*** Consider conducting a reliability test, updating the machines or removing them from the premises. I can also provide my mailing address and you can send me a check to expedite the refund request. 

  
  Regards,
  
  Mark 

  Business response

  04/16/2024

  Thank you for your response and for providing further details regarding your experience with the **** We understand your concerns and appreciate the opportunity to address them.
  Regarding the reliability of our machines, we want to assure you that we regularly monitor and maintain our ***s to ensure they function properly. However, we acknowledge that occasional malfunctions can occur, and we are committed to resolving any issues promptly.
  
  In this particular case, it's important to clarify that the functionality of the *** itself is not in question. The transaction reversal you experienced indicates that the *** detected an issue and notified the bank accordingly. As an *** company, we rely on the merchant to load funds into the machine, and unfortunately, we do not have control over this process.
  
  We empathize with your frustration regarding the delay while your bank conducts its investigation. However, please be assured that these processes typically conclude within a few of weeks, rather than months. This is precisely why, upon your initial email, we advised you to commence the Reg E process. Rest assured, we are actively monitoring the situation and remain committed to ensuring a swift resolution for you.

  Customer response

  04/19/2024

  
  Complaint: 21529691
  
  I am rejecting this response because:
  

  They failed to acknowledge that the *** itself malfunctioned which I have on video. *** E dispute was started weeks ago and still not resolved. Will continue to keep everyone posted regularly until this is resolved. 
  
  
  Regards,
  
  Mark 

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