5 On Your Side

Online payments fast to make, slow to reverse

Posted March 16, 2015

Technology allows us to pay bills at the press of a button. But when mistakes happen and customers can't get help, they turn to 5 On Your Side.

Mary Davis worked for weeks to correct a $700 error.

"It was supposed to be $43.96," she said. "The automated system said, 'Do you want to approve this one-time payment of $743.96?' I said no. It processed it anyway."

Davis called Walmart Family Mobile customer service only to find out a refund would take 15 days.

Over the course of a month Davis filled out three refund requests and made nearly a dozen calls but still didn't see her money. Then she called 5 On your Side.

"I don't have $700 to just have hanging out somewhere," she said. "I need money to pay bills."

It took another two weeks and a call from 5 On Your Side to get her refund.

"It's just ridiculous that you have to wait so long get a refund," she said. "That shouldn't have been taken in the first place."

Tess and Daryl Langworthy misplaced a decimal point in their payment to Duke Energy Progress. What should have been a $57.75 bill ended up registering as $5,775.

They called right away but were told a refund would take a month.

When 5 On Your Side reached out to Duke Energy, the company overnighted a check to the Langworthys next day!

The Duke website says an electronic payment can be modified on the day it is made up until 3 p.m. After that, payments are automatically processed.

The bottom line to electronic bill pay, as with any issue involving money, is to be very careful and review amounts before you hit the button.

1 Comment

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  • Corey Jenkins Mar 17, 2015
    user avatar

    "I said no. It processed it anyway." I'm sure you did, just like how you didn't click on the link that came in an email, but you still have a virus. Oh, the wonders of working in IT.