Complaints

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• Initial Complaint

  Date:01/09/2025

  Type:Service or Repair 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.

  Attempted to change bank account for payment to pull. Account did not save updates. Sts continued to charge my old bank account that was no longer in use. Each time they charged that account and the payment bounced back they charged me 30 dollars. This occurred about 5 times costing me $150. They refused to acknowledge their system flaw and would not take fees away. Multiple team members contacted via phone without response.

  Business Response

  Date: 01/15/2025

  Customer, ******* *******, entered a live chat with the Director of Customer Support at ******************** (STS) on January 7th,2025, claiming the *** fees she incurred on her account were a result of an STS system error that prevented her from changing her payment method online. This was the first day the Customer reached out to Customer Support regarding this issue.

  
  Customer was asked several times to login to allow Director to troubleshoot the problem she was experiencing on our site, but she refused and continued to request a removal of the fees. Since Customer was unwilling to login, Director was unable to verify her claims and therefore stated we are unable to waive the fees. Director referenced the Terms and Conditions the Customer agreed to previously, which states in the event of a returned payment, a ***** fee will be automatically processed and debited from the Payment Account and STS has no liability if the customer did not provide STS with the correct Payment Account information.

  
  Customer reached out to several other *************** regarding her account. Customer Support elevated her concerns to the IT Department, who confirmed Customer logged in several times but made no attempt to change her payment method and our system experienced no errors. Director followed up via email with Customer to explain this information and encouraged her to send a video/photo of the error she is experiencing so we may further investigate. Customer refused to do so and successfully changed payment method online without error. 

  Customer Answer

  Date: 01/15/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22792541
  
  I am rejecting this response because:
  
  I did login multiple times in an attempt to change my payment method, which were unsuccessful, even after hitting save on my end which should have successfully changed my bank method. I contacted support via chat, additionally, I contacted the vice president, and the financial director via phone both persons did not return my phone call after multiple attempts and voicemails left. I also requested via chat to have someone reach out to me to speak about this further each time I was met with resistance and unprofessionalism, and never received a phone call to speak directly with someone.
  

  I sent a video to sts via email with evidence of attempting to change bank account on file. The bank account was changed about one week prior and did not save on their end. This resulted in sts attempting multiple times to pull from the wrong bank account; therefore charging me $150 in NSF fees. 
  

  please refund my $150 as this was an error on your end, and you should have employees able to speak directly with your customers immediately when an error like this occurs. Had I been able to speak with someone I could have had this resolved prior to you attempting to charge me five times  resulting in the kickback  

  
  Regards,
  
  ******* *******