The company I work for has store that customers can go into to make payments and stuff. It's happened a handful of times in the 15 months I've been there where the local rep takes a payment on the wrong account. In this case, my customer paid her bill with a VISA, turns out the rep got distracted and instead of opening the next customers account, took a cash payment on the account that already had the payment made. We have a misapplied payment procedure, doesnt take long, the investigation was pretty straightforward but it took a couple days. Between the time that we took the payment on accident, the new billing cycle went through, so miss.ViISA got a bill for $15, which included the credit for payment that wasnt hers. We reached out to her to let her know the issue and the billing was incorrect and she needed to pay the whole amount. She never answered or responded. So we back out the credit and add it to her next bill. So now she has a bill with an extra $100 added and shes calling to dispute it.

Miss.VISA: "why are you guys billing me so much??"

Me: "well ma'am, it appears you had a credit for a payment that was supposed to go to a lot other account, we sent several emails and calls to let you know.." and I went over in detail the investigation and what we determined

Miss.VISA: "no that's not true, that's my payment, I made 2 payments cash that day"

Me: "our records indicate you made a payment with a VISA, there was a cash payment made that same day but it wasnt yours, it was the customer that came after you, unless you have a receipt (which of course she didnt)"

Miss.VISA: I made that payment a few days later

Me: why would you do that if you had already paid

Miss.VISA: I forgot

Me: but it was paid the same day? Not a couple of days later? so you went in, made a payment for 117 with a Visa, walked out, forgot you made a payment and walked right back in to make a payment, for $12 less?

Miss.VISA: ....yes...

Me:but that's not your payment amount, why would you pay less and how did you forget you made a payment within 15 min of walking out???

Miss.VISA: oh I dont like to charge too much on the card, u can see that all my payments are paid cash

Me: out of the last 8 payments, you've made one cash payment..? So u went in and charged your card for the right payment amount, forgot u made the payment, went to go get cash and came back to pay your bill, but not pay it in full, and you have no receipt..? (At this point I was just going back over everything just to see what she would say, and she stuck to her story)

Miss.VISA: ...well yes, see, as you get older you forget these things

Me:you forgot that you paid someone $117 and make another payment within 15 min? And not even for the correct amount? with all due respect, it sounds like you are trying to take someone else's payment and claim it as your own, you've changed your story to try and fit the facts! however we have already done a thorough investigation, we've taken the payment that we applied and placed it on the proper account, so you owe that money now. We added it to the bill so you're technically not past due and won't get disconnected but if you need extra time or an arrangement we're happy to work with you

Miss.VISA: hangs up

I called back but of course, no answer. Hard to believe some people, especially grown adults!