Issues with overcharging for Handhelds and Software and issues getting billing involved for credits

[cristinh18]

I've had several issues with Toast overcharging us for software/ handhelds and duplicate charging at several locations. It's been an absolute NIGHTMARE to get billing involved in these cases and the cases keep disappearing from "My Care Cases" feed.  I'm just wondering if anyone has had similar issues and how they went about resolving them. I'd love to file an actual complaint, but I'm not even sure where to do that (neither was the supervisor I spoke with). 

[Rob]

If you are experiencing billing issues, the billing team will need to resolve this. I can reach out to my team to try and expedite the process. Could you please send a direct message including the name of the restaurant with which you are experiencing billing problems?

[cristinh18]

Please tell me who I can send a direct message to? I’ve already opened several cases (some of which have disappeared from my care cases without a resolution) and I’m having issues getting billing involved. 

[Rob]

It is not possible to send a direct message. However, if you can give me one of the case numbers, I can escalate it for you! 

[cristinh18]

Case #12193959 for Stephen's 08/26/24. We were over charged for 2 handhelds and 1 tablet since January 2023. The case was marked as "resolved" 2 days ago, but no one has reached out to me regarding this case. I added another comment today and updated the status to in progress. 

Case #12119295 for Lokal on 8/16/24. We have not yet received a credit of $699 for the equipment. We did receive a credit for $454.28 and I (think) that's for the shipping and tax, but I was not provided a credit memo to confirm. Either way, we're still missing the $699 credit for the actual equipment. 

Aside from this, case #12247183 disappeared from my feed, but it was a request to combine invoices at Lokal because we were getting billed twice monthly on overlapping dates. This may have been updated, but again, I received no type of updates on it and it's no longer on My Care Case feed. I also can't tell until the next billing period.