Charter One bank bill payment - typed incorrect payment amount, unable to stop error or payment

# 18 for April 27, 2002

Complaints.com received the following consumer message on April 26, 2002:

From: Email User

RE: Charter One bank bill payment - typed incorrect payment amount, unable to stop error or payment

On April 8 2002 online with Charter One online bill payment service.

(www.charterone.com) I made 9 payment that equaled to 631.44 I had a account balance of 1003.00. When I keyed in and accepted the payments I noticed that I accidently keyed in a wrong entry on one of the payments. The payment was supposed to before 130.93 to the gas company. My mis-entry was for 1093.90.

I acknowledged that this was an error on my part.

I went to the schedule payment section on the website to cancel the transaction (immediately) and could not cancel because they said it was in process. The website says if your cannot cancel the transaction to please call there 1-888 number for assistance. I immediately called the number to find that they where closed for the evening. I than sent 2 emails to the bill payment center requesting them to stop the payment.

Not to change the amount but to cancel. At 7:00 a.m on April 9th I called and spoke to thier customer service line and was told that there was nothing they could do until the following day because it was still in processing. I was advice by the staff to call back on the 10th of April that they would know more.

They also informed me that if it was an electronically filed payment they would not be able to stop it that I should cross my fingers that it was rejected by the bill payment service. I didn't like that answer and proceeded to call at least 20 times during the day speaking to manager, supervisors, etc. I was repeatedly told to call back tomorrow. This went on for three days.

I was finally told on April 11 that all payments where sent to every one of the payments that I made and that my account was now in overdraft of -1517.50. I was my reponsiblility to get the refund from the gas company and that I was responsible for all that bank fees. I was also told by a supervisor that it was my mistake so I need to pay the 650.00 in banking fees.

I requested that if I got the refund from the gas company and payed the one fee of 28.50 for the mistake I made would they consider taking the rest of the fees off because for three days I made repeated requests to stop the payment which they had in writing through my emails and repeated phone calls. They said no that I will be held accountable for all fees.

I was also told that if I wanted to disputed these charges to send a detailed letter to the main office in Cleveland and that I would get reponse upon three days of receipt of letter. I wrote the letter and had it sent by register mail which was received by them on April 15.

I still have had no reponse from them As of today I have replace the overpayment of 936.00 to this account but I still have an overdraft amount of 700.00 which is all bank fees. Everyday they are continuing to charge me 7.00 for non payment and also a monthly service fee of 8.00 I do not feel that I should pay these fees because I in good faith repeatedly tried to correct my error.

They took the money out of my account on April 9th but did not send the payment to the gas company until April 11 which the gas company received on April 12. Do I have a I have the right to complain or should I pay these extreme fees. How will my credit be ruined if i refuse to pay?