McDonald's (Redland's CA) Complaint - ATM Scandal
REDLANDS, CALIFORNIA -- As a consumer from your state, I felt it was my responsibility to bring to your attention the following incident.
Recently (Oct.1,2004) I went to the McDonald's resturaunt at 612 E. Redlands Blvd. Redlands CA. I placed an order and used my ATM card to pay. three days later, luckily I happen to look at my bank statement online and noticed that McDonald's had charged me three times for the same order! I called the McDonald's resturaunt and spoke to the manager. She told me that she was not authorized to give me a refund but she could give me credit to the diner. I said 'No I do not want credit to your store I would like my money back.' She said she personally was not able to do that at the store and that I would have to speak with the district manager Kathy who is located in calimesa CA. She gave me her number and apologized and said that she had received other calls concerning the same situation, she said the ATM machine was being re-serviced because of this problem. I told her that I understand and that I would call the district manager Kathy. She said that her office hours are 8am-3pm. I called many times during that time frame and she never answered. So I did leave a message. Later that afternoon I received a voicemail from her. She said 'I got your message about your ATM charge. We are having problems with our ATM machines. I unfortunatly cannot give you a refund you'll need to go to your bank and they will credit your account.' Now this didn't make any sense to me so I called back, no answer, left a message that I had a few more questions concerning this and if she could please call me. I waited a few minutes and called back and she did answer. I asked her why I would have to go to my bank? And why should I have to go to all this trouble to get my money back? She said it's not her fault it's the ATM and I have to go to the bank and they will have to notify the ATM company. I asked her 'Doesnt the money that is transacted through the ATM go to McDonald's?' he said 'Yes' I said 'So McDonald's is basically in posession of my money I think McDonald's would be the one who needs to give it back.' She said 'No I have already spoken with the ATM company because I have had other calls about this and the ATM company told me that the customer will have to go to his or her bank to be refunded.' I said, 'I have a question, what happens to the people who don't catch this mistake. Not everyone looks at their bank statements. What do you plan to do with all that extra money from the people who never catch this? This is a big problem' She said 'Well I personaly look at my bank statements every month and I would hope that everyone one else does the same.' I said 'Like I said, not everyone looks at their statement, I personally don't but luckily I did this time and I was able to catch it.' She said 'You know errors do happen' I said 'Yes errors do happen but this error was not at my fault and it involves money which is a big problem and I am upset that you don't plan to do anything about it, this really concerns me.' She said 'All I can tell you is that you need to go to your bank.' I said, and what about all this trouble I have to go through for your company's mistake. This is ridiculus and I shouldn't have to go through all this trouble.' She said 'It's not McDonald's fault it was a problem with the ATM machine.' I said, 'It's McDonald's ATM machine so it's your responsibility I think you need to do something about it.' she said 'Well I'm sorry, that's all I can tell you. You'll need to go to your bank.' I said 'okay then.' And hung up. That day I went to my bank and explained the problem to Deanna from arrowhead credit union yucaipa CA. She said 'no this isn't something that we do. This is on their end. They are the ones who need to refund you.' I told her that that's what I thought and explained my conversation with Kathy to her. She said that Kathy is wrong. It is McDonald's responsibility to refund their clients in this situation. I asked her to call Kathy and explain to her that she is from the bank and it doesn't work this way. Deanna called and Kathy did not answer, (this was at about 2:30pm) Deanna left a message. I called Kathy later and still no answer so I left a message also saying 'I'm sure you have received a message from Deanna from my bank, I need to get my money back, if you'd like to call me back here is my numbe again (909)967-7588.' It is now the next day Oct. 6, 2004. I have not heard from her and honestly I don't expect to. I am very upset and concerned. I will not dine at McDonald's again. I feel that this is theft and am not sure if I will be able to recover the money that McDonald's has basically stolen from me. I am also concerned about the people who also used the ATM that day might never catch this error on their statements and may never recover their money that they didn't know was stolen. And it is very upsetting that Kathy, the district manager of McDonald's has no plans to do anything about it. If you could please contact me as to what you think I should do, I would really appreciate it. My name is Natalie Moore and my phone number is (909) 967-7588 and my email address is NadsInc@hotmail.com Thanks. One more thing, the amount of my order was $8.55 +.21 for ATM fee I think. That amount times three comes to $26.28. I know its not a huge amount, but I don't have thirty dollars to spend at McDonald's and more importantly its the principle of the situation that really bothers me. Like I said, I feel like they've stolen my money. Thanks again. Natalie Moore
As a resolution, I would like the following:
I would like to see legal action be taken I feel that this is a serious problem. I would like to be refunded my money in full amount and I'd like to be remburst for my time and mileage. At any rate I would just like to see something happen. I would like to receive something for having to go through all this.
Please contact me if you need more details regarding this incident.