RE1b6dca1ce6c8148a4a0c502b95bb5924

The customer received an email about an overdue account. They called to inquire about it. The representative checked and confirmed that there is an arrears balance of $1200, but the missed payment is only $597.81. The customer provided proof of payment and reversal, but the representative suggested contacting the bank. The customer also mentioned a cyber attack affecting the payment system. The representative asked for a bank statement and recommended not making a payment yet. The customer requested to pay the $597.81 and asked for a supervisor. A call back was scheduled for the same day. The customer requested a copy of the call recording. The call ended after some confusion. Hello, thank you for calling Money Me, this is Liz, do you have any help? Hi, I received an email saying that my account is overdue. That I need to read it by 1194, I just don't understand what's going on. No worries, we'll definitely check it out for you. Can you please provide me the reference number? 2000 181 702 Thank you. Can I have your full name please? Jessie Russell-Watts And just to verify the account, may I please have your date of birth and your email address? Yeah, 13th 10th 1994 and it's masterwatts6210 at gmail.com Perfect, alright, so let's see. I'm checking on it now, hold on. Okay. Okay, well for this I can see that you are correct. It seems that there is an arrears balance of $1200, however the missed payment is just $597.81. I'll have this one reviewed by our payments team and we'll get in touch with you within one to two business days. But for now, the retry for the missed payment is just $612.81. It will be attempted- Wait, wait, wait, why the $612? There is actually a dishonor fee added whenever there is a missed payment. Sorry, just quickly, I'm looking at my account. The account that this bill comes out of, there's over $1200 in it right now, waiting for this to come out. No, it's just $612.81. Yeah, I've got- No, no, no, no, no, no, no, no, no, you're not listening. The money that the account that the repayment comes out of has money in it. I have a receipt here of the $597.81 made to you, and then I've received a reversal of that payment. I don't understand why it's been sent back. Were you able to contact your bank because it says here that it was rejected by your bank. Yeah, I've got a receipt there, so I'm not paying a $35 dishonor fee, but I've got a receipt. Were you affected by the recent cyber attack potentially that's messed with your payment system? We don't have any report of that. Right. Right, if you can send us a screenshot of your bank statement, I'll send you an email where you can attach the screenshot. Yeah, I've also, in my email, it says that if I pay now, there is no $35 fee due. Yeah, this is just $15 dishonor fee for the initial missed payment. If this remains not rectified within seven days, that's the time that you will be billed a $35 overfee. Yeah, so there's nothing in this email from you to say that I now owe an additional $15 fee. Let me check the email for you. Yeah, thanks. Sure. Were you able to access your account on the app? I haven't, no, but I can, yes. Okay. One. Two. Yeah, well, I cannot see the notice as well, but this is also part of your terms and conditions. Whenever there is a missed, rejected or unsuccessful payment, there will be a dishonor fee of $15. I'll send you the scheduled repayment for that information, and I will be waiting for your bank statement so we can have our payments team review that. Also, for the arrears balance, I raised the payments in your review, so they will get in touch with you with the update on how much is the actual arrears at the moment. Yeah, okay. I just want to pay the $597.81 right now. I'm not paying any additional fee. I've got a screenshot of the receipt of the payment made to SocietyOne here. I can provide that as well. What else do you need me to do? Once you provide that information, then our payments team will review the bank statement, showing that you have enough balance to cover the payment. And also, I recommend for you to get in touch with your bank as to why the payment was rejected, and from there, they'll be able to identify if the fee can be adjusted or not. I suggest for you not to make a payment at this time while we wait for the review of our payments team. I already provided your information to them, and we are just going to wait for the bank statement or the screenshot of your online account. What did I need? A screenshot of what? Sorry. I sent you a link. This is where you can upload your bank statement, so we can check and confirm that you have enough funds to cover the payment when we attempt to process it. Did you receive that? Sorry. Where have I received it? Through email. I sent it to you via email. It's just a link. Yeah. Yeah, I got it. Yep, so you can just use that link. It's for ILLION Open Data Solutions. So if you check that, it will automatically generate the statement needed for the review, and we'll get in touch with you as soon as we receive the information. You can also attach a screenshot if the link is not working. You can just simply respond to the email with the attachment. Okay, so I can just send a picture of it? Yes, that's right. If ever the link is not working. So you can just send us a screenshot of the bank statement showing that the funds is available when we try to take out the payment. Also, for the arrears balance, it's already been forwarded to them, so they will take a look into this, and they will get back to you as soon as they have it. Do I just reply to this email, or where do I send the screenshot? As mentioned, you can use the link. You can click on ILLION Open Data Solutions. Yeah, ILLION has never worked. I've done it 100 times. Where am I sending the screenshot? It just takes 27 minutes to load. Okay, if you can also take a screenshot of the error so we can report that and send it to you. There's no error message? Again, you're not listening to me. There's no error message. It just takes far too long to load. Give me the email address, and I'll send you the screenshot that you've requested. Yep. I mentioned that you can also respond to the email with the attachment. So, the email address I'm sending it to is hello at moneyme.com.au? Yes. There you go. It answers the questions for you. Do you have a supervisor I can talk to? Yeah, sure. Hold on. Yeah, perfect. Thank you. Thank you. Thank you. Thank you. Thank you. Hello, Jessie. Thank you for your patience. I tried to ring out one of our supervisors. It's just that all of them are currently engaged right now due to high volume of calls. Is it okay if we schedule a call back within the day? They're going to call me back within the day? That's correct. Before the day ends, we're going to reach out to you regarding the concerns. Who's going to call me back? I don't have the exact name. What I did is I forwarded your concern to our management so that they can reach out to you. One of our supervisors will reach out to you within the day. All right. I'm going to get a call today on the 24th of July because no one's available right now. Correct. Perfect. Thank you. You're welcome. Thank you for your call and we'll talk to you soon. Bye for now. Yes. Bye. Are you going to end the call? Hello, you haven't ended the call. You've just put your phone down. This is just another example of the… Sorry, are you still there? Yes, I am. You haven't hung up the call. Yeah, we're actually not allowed to end the call. We need to wait for the customer to hang up. Why? Is there anything else I can assist? Is this call being recorded? Yes. Can you also process a request for a copy of the call recording or a transcript to be sent to me, please? I'm not certain if that can be done. Under freedom of information, you're actually required to. Just put that in the request to your supervisor and I'll discuss it with them later today. And you may now end the call. Okay. We're actually not allowed to end the call, but if there's nothing else that I can assist you with, I'm more than happy to hang up for you. Is that okay? Yeah, go for it. You can end the call. Thanks. Thank you.