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Zaxby’s / charged twice on debit card

1 1128 Broad StreetSumter, SC, United States
Contact information:
Phone: 803-775-9464

On February 25, 2009, I purchased meals at Zaxby’s for $21.10. When the clerk swiped my card I noticed she looked puzzled and stopped to ask a co-worker to look at the screen. The co-worked shook her head and told her not to worry about it. I was given my receipt and my food. When I arrived at home I checked my account and sure enough it was charged twice, though both transactions were in the pending stage. I thought the second charge would drop off the next morning as it was obvious that it was an error. Of course it did not drop off. One transaction posted to my account and the other was hanging in the pending zone. Now it was only $21.10 but it was my money that while it was not taken from my account it was “not available” if I needed it. So I called Zaxby’s. I spoke with the “manager” Susan. She informed me that the only thing she could do was give me a gift card in the amount of the purchase. I was told that was “policy”. I inquired as to the “what if” it were not $21.10 but $200.10 and was told that they didn’t do refunds only store credit. I told her I was not inclined to eat at Zaxby’s due to this incident and was told that she would give me a gift card. I asked where it could be used. I was told “at any Zaxby’s”. I don’t think she was getting the point. I told Susan to never mind I would contact my bank as she really was not making any sense. I contacted the bank and they were not a lot of help but I think that is another complaint. The bank can or will not do anything to a pending transaction as the vendor has a certain number of days to provide proof of a transaction. I was told that it would only be a day or two. I then contacted Zaxby’s corporate customer service. They were very nice and sympathetic and took a report and in just a few minutes Susan was calling me and then her manager was calling me. Susan apologized profusely with out ever really acknowledging that she was wrong. She blamed everybody else because she didn’t know the policy on refunds or what to do when some one was double billed. She then went on to tell me that they would have to investigate the issue and I interrupted her and asked what she needed to investigate as I had my receipt and the printout from the bank with the information it was very clear what that I was doubled billed. She mumbled and stalled until it was obvious she still didn’t have a clue how to rectify the situation. I gave up, told her to do what ever she was going to do and return my money or take the charge off. Any way finally today March 4th it finally came off my account. If you like Zaxby’s, I suggest you use cash only, as for me I can go to KFC or Bojangles' if I want chicken.

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