Deliberate LATE fees and MISC Fees being charged on my account
Michelle Smith
February 7, 2023
I have been an Empty Attic customer for several years and for the past year I have been charge unnecessary LATE fees due to errors on Empty Attic's part. This company will repeatedly tell me that the credit card on file has been DENIED, when is odd when I come in within hours of the same day it was denied, that it works just FINE!! This is something that has been going on for a year. The Empty Attic has admitted to credit card issues, causing my account to be past due, that accumulated late charges, and as a result, the LATE fees were removed! But this was bases solely on the part of me, the customer, coming down in person to fit the problem! I believe this is something that they do to deliberately charge LATE fees to customers. And husband and I credit cards have been on file for AUTO payment, and it was DOUBLE check for accuracy several times, and the most recent time on January 21, 2023, so no future issues will happen, but for some reason, I was CHARGED AGAIN for this February, 2023, after going down there the month before, for LATE another LATE fee due to my credit card was DENIED! I offered to show them my statements of our bank accounts, at the time of ALLL of their charges, but they refused! So, to settle this issue AGAIN, and to pay my regular storage fee for the month, I went forward with submitting my payment over the phone, and my credit card was then recharged and it went through JUST fine, BUT The Empty Attic secretly added a LATE fee without advising me. They refuse to give give me credit for the LATE fees when it was clearly the part of The Empty Attic. This company has been reported to the Business Bureau, my lawyer has been contacted to investigate my charges, and a police report has been filed in any event my property gets damaged or stolen after this date (2/6/2023) of report. I refuse to have them conduct another customer in this manner. I will continue to fight until they are fully investigated for their actions!
Reply from Manager on February 13, 2023
Hello, the only late fees which have been charged are ones incurred by the rules outlined in your contract. In fact, we have worked with you on many of these fees despite them being the result of multiple failed credit card payments on your side. We would absolutely never charge a fee that wasn't appropriate. In regard to the most recent credit card issue, we did double check the number and expiration with you a couple times and also sent you a screen shot of exactly what was entered. You agreed to the card information and you were then upset when the card was once again declined due to inaccurate information. We offered to assist you with this yet again, but a chargeback was requested despite our efforts to settle the situation amicably. You have repeatedly yelled at the staff both in person and on the phone rather than try to come to a mutual understanding. You have also received printouts of the many failed transactions. We apologize that you feel wronged, but we have absolutely tried to work with you over your tenancy here. Please reach out to our office if you would like to iron this latest situation out.