Report: #1487539

Complaint Review: Tintara Canyon Creek Apt Complex - Austin Texas

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  • Reported By: Naomi Martinez — Austin Texas United States
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  • Tintara Canyon Creek Apt Complex 7655 N. FM 620 Austin, Texas United States

Tintara Canyon Creek Apt Complex Tintara at Canyon Creek LP Charging more money to get my money back Austin Texas

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On 11/1/19, I was paying the rent through the Tintara complex portal and it gave me an error in the middle of processing my payment in which it directed me to ‘try again later.’  which is what I did, I tried again later, which processed with no problem but I checked with the leasing office and discovered that I was charged twice.

When I asked if anything can be done the leasing office advise me to call my bank to issue a stop payment, which I did. Later, I contacted the leasing office again and advised that a stop was done as, they had advised me, but they still couldn’t do anything and there were no changes.

I checked the next day 11/2/19, it was a Saturday and I went to the leasing office to check for any updates, only to find that there were still no changes.  On 11/2/19, I checked with the staff of the full amount due and because I wanted to be on time with rent, I got a money order to pay it.

At that time, I was then told that because I stopped the payment, I would have to pay another $50 because it is a charge from their bank.  I expressed to their agents the frustration of this issue and they could not do anything, that I had to wait to speak to their accounting person/assistant manager Kristen Smith (tintaracc_amgr@cfres.com). 

When Monday arrived, 11/4/19, I contacted her by phone and I sent an email as well, she was in a meeting and could not speak to me when I originally called.  In the email I included a screen shot of the error their portal gave me.  When Kristen returned my call she asked what my question was, and I asked if I would be required to pay another $50 after her staff advised me to contact my bank.

Kristen stated that I was advised correctly and would be charged a $50 fee, she stated the fee was because their bank charges them a return fee when a payment is stopped.  Kristen then stated that at that time her bank had yet to confirm that a stop payment was issued and that if a fee is charged she would then notify me that it was due, that the process usually take 3-5 business days to know for sure.   Kristen did apologize that this had happened and was thankful that I was communicating through this. 

On 11/5/19, I contact my bank directly and spoke to an agent at my bank (Deanna VanderVeen) and I ask if the stop payment was processed she confirmed that one stop payment was processed Friday 11/1/19, except my payments already went through, therefore the stop payment would not be honored.

  Reason for refusal to honor the stop was because I failed to submit the request within 3 business days, and because the payments had already posted they couldn’t do anything at that point.  Officially at this point, the complex was paid $867.88 by money order, and $867.88 + $685.12 electronically.

  On the same day, I sent an email to Kristen Smith requesting a full refund of money’s listed as credit.  I already paid November rent, and there were no other fees due for November.  Kristen’s response was that she could not physically refund payments made toward rent and any over payments or pre-payments made sit on the account as credit. 

On same day, 11/5/19, I reply by email, requesting that all credit be returned to me.  November rent has been paid in full and I no longer owe anything else, that I would like all credit returned.  Kristen’s response was that all she could do was to submit a support ticket to her accounting department at their corporate office in Atlanta Georgia, that she first needed to confirm I did not do a stop payment. 

I advised her again that I did but that it won’t be honored because it was not submitted 3 business days in advance, on that same day, her response was that she would then reach out to her corporate office to see how they could help and would then get back to me.  My response was that I would check back with her in a couple hours. 

Kristen did follow up a few hours later advising that she had not heard back.  My response was that I appreciated her working with urgency on this and if I didn’t hear back from her by end of business I would then check back with her the next day. 

On 11/6/19 I sent an email requesting any updates, Kristen responded that there were no updates but that her company was transitioning to a new support ticket system and was still waiting for a response.  Later on the same day, she responded that she received a response from her support team stating ‘we can refund them but we have to wait 5 business days 11/8 to make sure the payments clear” then she said that she asked how it would be refunded and she provided that response ‘it will go back to whatever account it was drafted from, once I process on Friday, then it can take 3-5 days to return to the account.’

  I then thanked her and advised I would be patient and asked that she advise of any changes, her response was that she would.  Later in the evening on the same day, 11/6/19, Kristen advised that she was notified that two return payment fees were assessed due to “payment stop” and that my account now reflected a credit of $585.12 and that she was not sure how her accounting department would handle it once they reviewed my account, but that she would keep me posted. 

The next day, 11/7/19, I responded to her email after checking my account again, I discovered that after checking with the bank about the stop payment, it was, after all this, honored, and one payment of $867.88 was returned but still pending was the $685.12.  In my email, I advised her of the stop payment being honored and that $867.88 was returned, that I understood why the charge for one $50 fee because of the stop payment, but not a second one, since I did not submit a second one, and requested that the second $50 charge be credited back. 

On the same day Kristen responded by email attaching a copy of transactions from her office, stating that I would need to contact my bank, again, and that it was between my bank and myself, that she was seeing two stop payments were completed by my bank for the amounts of $867.88 and then again for $867.88. 

That her support ticket submitted to IT was closed due to the stop payment on the two transaction, that the fees were not reversible as this is a fee charged by her financial institution for processing my payments if they are returned for any reason.  Kristen continued and stated that if I was requesting a refund for $685.12 that she could not submit a support ticket for this transaction until both those fees were paid, that currently my account has a credit of $585.12 and asked if I wanted to move forward with a refund after I paid the fees or if I wanted them to be applied to my December rent. 

I responded again by email advising her once again, that only 1 stop payment was requested and therefore, only one applied.  I requested again that the second $50 fee be refunded along with my remaining credit of $585.12. I then requested that my one $50 fee be removed from my remaining credit that is due to me. 

I also stated that in a previous email she advised I would have to wait till 11/8/19 to be for sure of my refund, I stated I was willing to wait till then (tomorrow) to confirm.  I again re-iterated that I am requesting all credit be returned to me, that November rent was paid and that rent for December was not yet due.  After this email, I failed to receive a response. 

The next day (today) 11/8/19, I sent a new email, advising that it was now the 8th and was requesting an update on my refund.  Kristen’s response was that there seemed to be some confusion on my part, that she had no updates to provide and again stated that I had made two stop payments completed by my bank. 

In regards to my refund, of $685.12, she stated that IT could not issue a refund until they received another $100 for payment of return fees, that once it was paid then she ‘can’ reach out to IT to issue a refund, that if they didn’t receive another $100 then there wasn’t anything else they can do.  On the same day, in my response, I stated that there was no confusion, that I am requesting that she reach out to her IT department again to check her system again, because again, I did not issue two stop payments. 

I continued by advising her that I  made a payment of $867.88 by money order, then another payment of $867.88 and $685.12 through the online portal.  That since the stop payment was honor, only one payment of $867.88 was returned to my account.  I advised again, that I was willing to cover the $50 for this because it was returned, and made the same request that the second $50 fee be returned, and requested again, that the fee can be taken from my credit or refund due to me.

At the end of this email I advised Kristen that if she could not do this, then I would need the contact information of the person that had the authority to do so.  Kristen responded the same day.  Her email stated that she cc’d her property manager Holly Christensen email: tintaracc_mgr@cfres.com.  Kristen’s ‘suggestion’ was that I take her attachment from a previous email and show it to my bank, that had the two stop payments, that they don’t have the ability to make any stop payments to any residents accounts and that the only way they could have been made was by my bank, and further ‘suggested’ I ask my bank for the $50 reimbursement, if it was their error and that unfortunately there wasn’t anything else that they could do.

  I then responded by email advising Kristen that I have checked with my bank as she had asked and have confirmed again, that only one stop payment was made and processed, which is all that was originally requested.  I then reminded her of my request to check with her IT department again, but it seems from her last email she is refusing to and therefore, refusing to refund what is due to me. 

I also stated she is welcome to cc any supervisor she wished, that I have yet to hear from her Supervisor about her inability to help and or isn’t willing to double check their system. I also stated that her (Kristen) statement that she couldn’t do anything was just a refusal to do anything, that I know they could make this right and they are just refusing to do so.  I ended my email asking that it serve as a formal complaint and requested the contact information of anyone else I needed to submit my complaint to.  I have yet to receive a response.

The fact that the payment of $685.12 was received is proof that there was not a second stop payment issued.  I have checked with my bank at least 6 times this week about this ‘second’ stop payment and they are adamant that there isn’t one and since Tintara/Kristen Smith/Holly Christensen don’t want to double check their own records then I have to assume that the mistake is in fact, in their system.  I have also agreed that a one time fee of $50 for the stop payment can be taken from my refund but again they are refusing to process it

This report was posted on Ripoff Report on 11/10/2019 01:39 PM and is a permanent record located here: https://www.ripoffreport.com/report/tintara-canyon-creek-apt/austin-texas-lp-charging-1487539. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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