ComplaintsforOak Leaf Management

• Initial Complaint

  11/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This is been going on since we moved here. We try to pay the rent and I didn’t wanna take our payment. We tried it. Several times we went to the office showed her on top of that they charged us $189.89 extra with a note on our door, saying that we have 24 hours to pay that amount. If not, we’re going to get locked out and put a pad on the door where we won’t be able to get into our apartment. The issue was on their side because the manager assistant manager Nancy called corporate in corporate supposedly told her to let us pay by money order so we paid by money order I asked about the 189.89 to be returned to us because it was their fault not ours. We had tried several times to pay the rent and their system does not take it.Nancy (assistant manager) told us that serveral residents been gaving issues paying with thier online system. We are in November we tried paying rent 1st of the months same problem I called spoke to Nancy she catches an attitude and says to me why don’t you get a prepaid card why do we need prepaid card when we have bank cards she was being sarcastic so we got a letter on our door that we had til the 7th of December to move out I went to go talk to Nancy at the office same oh you can get prepaid card to pay we got a new bank card etc oh we even got a prepaid card same issue not appecting our payment for rent sent an email to Nancy no response at all per Nancy manager she even said since a lot people are having issues with the system we will be going back to money order they are very quick to give you a note on the door to demanding to pay for something that not your fault and try to lock you out of your apartment this been an ongoing issue I sent Nancy a email that I need corporate number ASAP. No response at all. Did See 2 months ago another resident had the same issue we are having said a pay and their payment didn’t wanna go through they charge him 80 late fee when we try to make the payment it doesn’t recognize our unit etc we even have had issues with people try to come visit doesn’t recognize our unit at all this is ridiculous I can’t wait for our lease to be up to move or we might have to move sooner the managers here try to make it seem like it’s your fault and not theirs but they want to charge extra for late fees when it’s not your fault they need to fix thier online system they charged 100 dollars extra for a late NANCY manager is very very aware of the situation we bee. Having and also the other manager a well and on top of that the other manager what’s to say let us do the money order this willl be the last time when the issue is on thier end not ours wants to say it with an attitude and still charged the late fee very very unprofessional I’m still waiting on corporate’s number still no response

  Business response

  12/27/2023

   Management communicated to the resident in regard to why the online system was not accepting an ACH payment on their account. The reason the system could not accept the ACH payment is because there were two NSFs on the resident's account that occurred in September 2023. The online system is programmed to where ACH payments are not accepted after two NSFs occur. The residents were attempting to pay with an ACH payment when they stated the online system was not accepting their payments. Late fee and NSF fees were charged accordingly to the NSFs that occurred in September 2023. The resident disputed that their payments should have not been returned and their bank stated they had the funds to cover the two payments that were returned as NSF. Management offered to waive the NSF fees and late fees if the resident provides documentation from their bank verifying this information. The residents stated they will provide requested documents from their bank.  Management assisted the residents in using the online system for future payments, management recommended to the residents to use their bank debit card. The residents have been able to pay their fees on the online system by using their bank debit card. Use of online payment system has been resolved with the residents.

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