On July **th, I provided notice online that I planned on vacating my unit. After schedu...

GetHuman-speedyte's customer service issue with Public Storage from August 2018

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The issue in GetHuman-speedyte's own words
On July **th, I provided notice online that I planned on vacating my unit. After scheduling my move out, I received a confirmation email stating that if I was using autopay, I would need to cancel it. My next draft was scheduled to take place on August *st so I decided wait until after that draft to cancel the autopay since that would pay me through the end of August. **I made several trips there over the next * weeks to get my belongings a little at a time. On Thursday night, August *th, I went by to get another load of my belongings but it appeared that I was locked out of the building as my code would not work. I looked back to see if I had missed something on the confirmation email and saw another email they sent me on August *th saying I had missed a payment and I had been assessed a $** late fee in addition to my monthly rental fee. A renter who must have picked up on my disbelief of what had happened let me into the building. I removed my remaining belongings at that time. **The next day I received a call from an employee of the storage unit. I explained to her that I was under the impression that the current month rental, would be charged to my Discover card just like it had been done previously and that the email said I would need to cancel autopay myself. I explained that I did not cancel autopay yet, that I had no idea the monthly rental fee had not been charged to my card as usual and that I did not cancel autopay which means Public Storage must have done it. **My point is that I was charged a late fee because Public Storage stopped my autopay and did not notify me. I do not believe that I deserve to be charged a late fee when I had nothing to do with the payment not being received by them. I offered to pay the rental fee (minus the $**.** late fee) during that phone conversation and again yesterday, August **th when I called them to try and resolve this without being unfairly penalized. The same woman that I spoke to last time told me that she was going to contact her regional manager to see if he would waive the late fee. Today at almost * PM, I received a voicemail from her that said her regional manager would not waive the late fee. **The only reason this unit was not paid for as usual is because they canceled my autopay when their email plainly said that I would need to do it. They have declined to waive the late fee that they are responsible for causing. I have offered them the monthly rental as payment in full but they will not budge so the empty unit sits there I assume empty. For all I know they may have rented it to someone else by now. I have nothing there and I’m locked out of the building so I cannot access anyway. When looking at their terms and conditions on the autopay info page it states the following: “PUBLIC STORAGE requires at least ** days prior notice in order to cancel this authorization“. Not only did I not ask them to cancel the authorization, they did it without my knowledge and this is the reason we are in this situation!!**What I would like is for the late fee to be removed so that I can pay the final monthly rental fee and put this behind me!! **Thank you, Randy Teeter
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Public Storage

Customer service issue
Reported by GetHuman-speedyte
Aug 15th, 2018 - a yr ago
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GetHuman-speedyte started working on this issue
Aug 15th, 2018 1:27am
GetHuman-speedyte indicated the issue is not fixed yet.
Aug 15th, 2018 1:31am
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Aug 15th, 2018 1:32am
GetHuman-speedyte shared this issue with followers on Twitter
Aug 15th, 2018 1:33am
GetHuman-speedyte indicated the issue is not fixed yet.
Aug 15th, 2018 5:03am
GetHuman-speedyte indicated the issue is not fixed yet.
Aug 16th, 2018 5:28am