KINGSTON, MASS. (WHDH) - Their goal was to get rid of a big credit card bill. But when a payment mix-up ended with a Kingston couple trying to find their 20-thousand dollars, they called Solve It 7.  

“This whole thing started when we wanted to put this addition on our house,” Tom said. 

Tom and Stacey added a farmer’s porch to their Kingston home and they ran up the bill on Stacey’s credit card buying the finishing touches. 

“The rocking chairs, the ceiling fans, the porch swings,” Tom said. 

“We use it every day. We sit out here every night,” Stacey said. 

They called the credit card company and asked how to pay off the 20-thousand-dollar bill. 

They say they were told to mail in a check and to: 

“Make sure that you put the account number in the memo section of the check. And that’s exactly what we did,” Tom said. 

Nearly two weeks passed but their payment didn’t post to their account. 

So, they called again and they say a rep told them: 

“‘It probably got lost in the mail, send us another check.’ So, taking their advice, we wrote out another check,” Tom said. 

A few days later they got a very expensive surprise!

“I was livid,” Tom said. 

Both of the checks were cashed. But only one was applied to their account.

The other payment was applied to an account they didn’t recognize.

“We looked at the first check that they had cashed — not even close to her account number, never seen the account number had no idea of whose account number it was,” Tom said. 

They say the credit card company told them it would take weeks to investigate.  

“I called to say you’ve got $40,000. You need to give us half back. And they said, ‘Sorry, I can’t do anything else for you right now.’ And that’s when I said, ‘I know who to call,'” Tom said. 

Tom called Solve It 7.  

We contacted the credit card company, and soon $20,000 was refunded back to Tom and Stacey’s checking account.

A representative told us “Our Customer Care team spoke with the cardmember to quickly resolve the issue… and apologize to them for the inconvenience this caused.”   

Now the couple is enjoying their new porch in peace.

“Couldn’t be happier,” Tom said.

“Thank you for your help,” Stacey said.

 “Thank you for getting this resolved for us,” Tom said. 

Are you waging a big bucks battle? Maybe we can help.

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