Hear an AI get a $40 credit card late fee reversed after a no, in Boston

What happened

Patrick Doherty changed checking accounts in September, his autopay didn't move over, and his credit card charged a $40 late fee. JooVoice called the card company, said it was an AI assistant calling for the cardholder with the call recorded, and gave the card, zip code and date of birth to verify.

Donna said the fee was charged because the minimum payment didn't go through, and it couldn't be removed. JooVoice explained what happened: the account switch, the full balance paid on Tuesday, October 6th, and nine years with the card. It asked for a one-time courtesy reversal.

Donna reversed the full $40 as a one-time courtesy, showing within one to two business days, and confirmed the new autopay was active. JooVoice read the confirmation number back.

The outcome

Reversed

The full $40 late fee

First answer

It can't be removed

Timing

Credit within 1 to 2 business days

Autopay

Confirmed active for the next cycle

Confirmation

HB833878191, read back

Moments to listen for

1. Says it’s an AI ▶ 0:21 I’m an AI assistant calling for the cardholder, Patrick Doherty
2. Hears “we can’t remove it” ▶ 0:44 unfortunately we’re not able to remove that
3. Explains what happened ▶ 0:58 in nine years with the card, never once late
4. Asks for one courtesy ▶ 1:13 So we’re just asking for a one-time courtesy reversal on the $40.
5. Gets the whole fee back ▶ 1:18 I can get that fee fully reversed for him
6. Reads it back ▶ 1:45 Okay, so let me read that back.

The whole call

Tap a line to hear it.

1. Card company 0:00 Harborline Card Services, this is Donna.
2. JooVoice 0:03 Hi there, I'm calling about a $40 late fee on a Harborline card, looking to get it reversed.
3. Card company 0:09 Hello Patrick, I can certainly look into that for you. First, just to verify your account, could you give me the last four digits of your card, the billing zip code, and your date of birth?
4. JooVoice 0:21 Sure, and quick thing, I'm an AI assistant calling for the cardholder, Patrick Doherty, and the call's recorded, so he's got an exact record of what gets agreed. That alright?
5. JooVoice 0:31 Let me get those for you. The card ends in 8834, zip is 02467, and his DOB is April 12th, 1968.
6. Card company 0:44 Thanks for that information. I understand you're calling about the late fee. The late fee was assessed because the minimum payment didn't go through from his old checking account, so unfortunately we're not able to remove that. Anything else I can help you with today?
7. JooVoice 0:58 Right, so Patrick changed checking accounts in September, the auto-pay didn't move over, and that's why the $40 late fee posted. He paid the full statement balance on Tuesday, October 6th, and in nine years with the card, never once late.
8. JooVoice 1:13 So we're just asking for a one-time courtesy reversal on the $40.
9. JooVoice 1:16 That's an easy one for you.
10. Card company 1:18 I get it, and I do see he's been a great customer for nine years. Tell you what, as a one-time courtesy, I can get that fee fully reversed for him. That should show up as a credit within one to two business days and appear on his next statement. I also confirm that his new AutoPay setup is active and will be used for the next cycle. His confirmation number for this reversal is HB833878191. Can I help you with anything else?
11. JooVoice 1:45 Okay, so let me read that back. You're reversing the $40, it'll show within one to two business days, auto-pay is active, and the confirmation's HB833878191.
12. JooVoice 2:01 Okay, good, we're all set.
13. JooVoice 2:03 Thanks Donna, I appreciate you.
14. Card company 2:12 You're welcome. Thanks for being a customer for nine years, and have a good day!

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