Credit card problems cost south Tampa restaurant - WNCN: News, Weather

Credit card problems cost south Tampa restaurant

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Luigi's Italian Restaurant on Gandy Blvd. in Tampa is popular with locals and has a loyal following. But that loyalty was tested recently, when more than 800 customers were charged for their meal twice.

Manager Charlie Dunn said the problem started back in December when he noticed the restaurant hadn't received two days worth of credit card payments. The amount totally $2000, so he called their credit card processor, Chase Paymentech.

"That night we asked for the money to be transferred to us, and somehow they recharged sales all the way back to February 2012," said Dunn.

Luigi's ended up with an extra $23,000 in its bank account. Money Dunn was eager to return to customers.

"Some customers understand there's computer problems and are very nice about it," Dunn said,"And obviously, other customers who have monetary issues were extremely upset and wanted their money back right away."

Dunn expected Chase to correct the problem immediately. Instead, he said he never heard back from his local representative. Then he was notified Chase charged the restaurant $3,000 to process the payments back to customers, and only some of the transactions were corrected.

"My number one priority is making sure all of my customers are taken care of," said Dunn.

After months of frustration, Dunn reached out to Newschannel 8's consumer unit, 8 On Your Side. After a few phone calls, Chase media relations representative Edward Kozmor agreed to look into the problem. Four days later, Dunn got a call from Chase, letting him know the customers would be refunded, and so would the $3000 processing fee.

"It had an immediate impact. They called me probably two hours after you got in touch with them," Dunn said. "Hopefully it also helps us get back in the good graces of our customers."

Dunn said he plans on switching to a different credit card company once this problem is completely taken care of.

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