CVS

see your incident report S-[protected] for most of the particulars for an incident that happened on May 3 of this year. Essentially, we were trying to purchase $101.55 (before tax) at your Bixby Store 7971. My wife swiped the OTC Mastercard at the self service register and it accepted the $100 from the card. When she tried another card for the additional $10, the machine jammed. A clerk tried to correct and ended up turning the register off and voiding the transaction twice - once at 10:56AM and again at 11:11AM - however the money never reappeared on our card. I've talked with Nations Benefits and they said CVS has the money and they need to refund it to your card. CVS Corporate (Felicia on 6/6 and Angie on 7/11) said that since the transaction was voided, the refund has to come from Nations Benefits. So they are pointing at you and you are pointing at them, but we lost $100. My thoughts are: 1) The store manager said she could not refund the $100 because we didn't have a receipt. We didn't have a receipt because the CVS employee turned off the register and voided the transaction. 2) I asked Angie if the transaction was voided, why didn't our card show the money back on it and she said OTC doesn't recognize returns. Yet when Nations benefits reviewed our account today, they show the money leaving to CVS and never reappearing. This entire incident is the result of a CVS machine malfunctioning and compounded by a CVS employee turning off the machine eliminating the ability to produce a receipt. Yet CVS reps from the Corporate office's position is that this is not a CVS problem as CVS voided the transaction. Nations Benefits claim it it not their problem as their records show CVS equipment taking the money and there is no record of it being returned even though the transaction was voided. So it looks like our $100 is in the cloud and neither you nor Nations Benefits can access it. In my opinion, CVS should bear the responsibility since their equipment and their employee created the problem.