Hello,

I made a purchase on July 29, 2014, p.o.#112564660 for the amount of $9.99. You charged me twice(4 mins apart)for this for an amount of $19.98, causing an overdraft. I have spoken to my Credit Union on this matter. They said that the mistake was done at your end. They have provided me with a Misc. Secured Funds History Inquiry document that shows that you have taken the $9.99 amount twice. You purged, or refunded $9.99 of it on August 1, 2014, after the Credit Union hit me with an Non-Return/NSF Notice Fee of $20.00 due to the double draft

I would greatly appreciate if you would take care of this matter since I am on a limited income and cannot afford to pay for this mistake that was not my fault!

Thanks

Tim

Hello,

I am looking into this and will let you know something soon.

Thank you for your patience,

Kristi

Renderosity Admin

Thank-you, I would greatly appreacate it!

Hello

Credit Cards have a two step process. An authorization puts a "hold" on the funds and a settlement actually places the charge on your card. Your credit card was authorized, but not settled because the address and zip were not verified. This means your card company shows an authorization from Bondware, Inc. as a "pending" charge; however, you will not actually be charged. It can take from 2 to 7 days for this "pending" authorization to be released from your credit card. You can contact your card company to find out how long the charges will be in "pending" since they will not be settled. If you get the AVS failure, please do not keep clicking the Make secure Purchase button. Each time you do it puts another pending charge on your account.

Your first try that got the failure you had a different address you input which was apparently not the address that was the correct billing information that matched your credit card which is why the verification process failed. The second time you tried you put in completely different address billing information that was apparently the correct billing info for your credit card and this charge was able to "settle".

The error was not on our end as all credit cards used anywhere go through this two step process and if they verification can't happen because the billing information is not correct a pending charge will occur but will never settle so it drops off so we never "received" the money for the pending charge that is not settling. 

My advice would be to contact your card company again but let them know that the first charge that is pending was due to the billing information your input on our checkout page not being the correct billing information for the credit card and tell them it won't be settled as you placed a second order correcting that wrong billing information and this was the one that went through and was able to complete so hopefully they will remove the "pending" charge and remove any nsf charges from your account.

You can have them call our toll free number during normal business hours 1-866-220-2949 ext 731 and they can speak directly to me (Stacey, Marketplace Manager) if they have any questions but there is nothing we can do on this end since we never actually received the first one that was not settled.

Thanks

Stacey

Marketplace Manager-

Also for future reference if you ever get this type of failure, you can call our toll free number and we can manually verify the billling information and settle the original pending charge rather than you going back and redoing it with the correct billing information so that you won't have a pending charge left hanging out there until it drops off.

OK, but I did get charged. The document I have show both charges, there is no pending on the 29. The same document show a "match" on the 30th and a "purge" on the 1st of August.

I'll see what the Credit Union says and pass your number to them. I never had this issue before, so not sure why it came up now.

Thanks

It's due to the address being different so it seems you've either moved or had old biling information connected to your credit card, this is what caused it to happen this time. The billing info to pass the verification has to match the billing info connected with your credit card. And I can see the exact address info the first time you put in one street,city,zip that was different than than the second time and that first attempt  failed verification, the second time you put in different billing info and it passed so that means that is the correct billing info associated with that card.. So I'm not sure if you recently moved or changed addresses or what but that is what caused this to fail the first time. And that first charge is not settled or captured it's pending and it won't be settled or captured so it will drop off as I stated above so when a charge is showing pending in your bank account/credit card we (Renderosity) do not have the money in our bank account, this is why I can't just go in and do a refund for that original pending first failed attempt as we don't receive the money unless the second step (the verification) occurs and I can clearly see that it's pending and not settled and this is due to the difference in billing information that you put in both times, they are different so the first one didn't match what you have on file for this credit card. This is what you need to explain to the credit union, the information about you putting in either old or incorrect billing information that didn't match the billing info connected with the card so they understand that it failed verification and since they know what address info is connected to that credit card if you let them know what billing info you put in the first time and why, they can know and understand why it failed verification and that it won't "settle"

Hope this helps

THanks

Thanks for jumping in here Stacey:)