RE: Credit/Debit Batch Out in Our Fort Worth Location
It was recently brought to our attention that our credit/debit card processing merchant pushed out a software update unbeknownst to Renown Weight Loss that inadvertently disabled the automatic batch outs in our Fort Worth location. We have worked with the credit card processing company to remedy the problem and we have been ensured by them that this will not happen again in the future. In the meantime, we know that having a delayed “batch out” can be terribly inconvenient for you (our client) and we offer our deepest and most sincere apologies for the confusion and inconvenience.
Important Information About This Batch Out Delay
- IT WASN’T A RENOWN WEIGHT LOSS TEAM MEMBER THAT CAUSED THE ERROR – The credit/debit card processing company has taken responsibility for their error and has informed us, after a brief investigation, that the error was caused by a glitch in a recent software update. Nonetheless, we at Renown Weight Loss feel awfully bad about the inconvenience and frustration this has caused for so many of our clients. We are deeply sorry and will work diligently to ensure that something like this does not happen again.
- WE WILL MAKE SURE THAT YOU ARE NOT DOUBLE CHARGED OR OVERCHARGED – Though the processing of your original payment may have been delayed by days or weeks, we are only processing the original amount owed. This has caused some confusion for many, including the directors at Renown Weight Loss, because there are printed receipts (on our end) and notifications in client’s bank statements that would seem to indicate the original charges did, in fact, go through. However, the credit/debit card processing company has informed us that the original charges never fully processed due to the “batch out” error and the initial authorization that client’s saw on their bank account “fell off” and was never taken out of the account. The credit/debit card processing company assured us that, if you (client) were to look back at your bank account, you’ll see that the money was never processed and that it “fell off” (as they call it) or was restored to your account by your bank.
- IF, AFTER DOUBLE CHECKING, YOU FEEL YOU HAVE BEEN OVERCHARGED, PLEASE LET US KNOW – Even though the credit/debit card company has ensured us that there will be no double charges, over charges, or extra charges, we at Renown Weight Loss want to do everything we can to restore your confidence in us. We remain highly committed to providing the best and most excellent customer service in the industry and will take the time to work with you to ensure everything is made right.
A Brief Note from Our Head Director…
I’ve been involved in the weight loss industry for decades and this is the first time I’ve had to deal with something like this. Honesty, integrity, and excellent customer service are convictions I’ve always held dear. I am horrified and very sorry that this issue has affected so many valued clients in our Fort Worth location. I give you my word that I will do everything humanly possible to make this right, regain your trust, and provide total customer satisfaction. If you have any questions at all, or if you just need to vent, please reach out to me at the number or email provided below…
Call or Text (469) 395-1909