American Home Shield - CSR Supervisor Annette Unauthorized debit of bank account Ripoff Carroll Iowa

On Monday, June 12, 2006, I called American Home Shield to renew my warranty contract No. 65769711, which was to expire on June 24.

The CSR explained that my monthly payment would now be $41 for additional SEER 13 coverage on our central air conditioner.

She also stated she would need to take my debit card informaiton again, although it was already on file with AHS.

I told her I would have to call back because I did not have the funds on deposit at that time - and would not have until my pension check electronically posted two days later.

She explained that since this was a contract renewal, and my payment was not scheduled to be debited until June 24, I would have no problem with this.

Within five minutes after I finished talking with this CSR the funds were on hold as a pending transaction with Bank of America.

I immediately called AHS customer service and an agent looked at the transaction and said he did not have a clue as to why it would be posted already since the due date was June 24.

Accounting was already closed for the day and if I would call back the next morning they would reverse the draft which should take care of any overdraft fees - and then resubmit the claim on the due date.

I called accounting Tuesday morning and was told they would have to talk to the original CSR who handled the call and if all was ok they would issue the refund. This could take up to 72 hours they said.

Bu Thursday morning June 15 I called back since there had been no activity on my bank account and asked to speak to a supervisor.

Annette, who refused to give her last name, said she was still investigating the matter and to give her 24 hours to call me back.

Friday, June 16 -- 30 hours later and 6 hours after the time I should have received her return call - Annette contacted me.

She said none of the CSR's notes indicated the debit was to be held and there is nothing she could do about it.

This is true because there was no mention of holding the debit - I was told it would be done on my next payment due date of June 24 since this was a contract renewal and did not require a downpayment in advance.

Bottom line is I am out $99 in bank charges because AHS did not do what they said they would do.

And since this caused me to have to be two days late on my house payment my mortgage company may bill me up to $50 in late charges.

Lee
Garland, Texas
U.S.A.