Case 305 · Fee: charged for the month he had paused
A complete fee case: the gym charged the month the member had paused. A sample walkthrough, generated from Atenty's case registry.
The policy that ruled this case: Forja's policy: any charge made during a registered pause is refunded in full within 72 hours, no discussion.
Day 0 · 7:12 AM
The member reports the charge
The pause was registered: the data rules, not anyone's memory.
good morning, I was charged for the month and my membership is paused for an injury
Day 0 · 7:12 AM — under a minute later
She checks the registry and applies the policy
Pause and charge are both in the system. There is nothing to forward.
AtentyTomás, good morning. Your case is number 305. I checked: your pause is registered and the charge went out anyway — our mistake
under Forja's policy it's refunded in full within 72 hours. I'll message you when it lands
ok, thanks
Day 1 · 9:00 AM
The refund landed — proactive notice
Ahead of the deadline and with her writing first.
Atentyhi Tomás! the full refund already landed in your account 🛡
Day 1 · 10:15 AM
He confirms — and the case closes
His confirmation comes when he sees the statement: only then, closure.
yes, I saw it. thanks for sorting it
Atentycase 305 closed with your confirmation ✓ get well soon 🛡
🛡 Case 305 · Closed with the customer’s confirmation ✓
The lesson of case 305
The registered pause was the promise; the charge broke it. Atenty repaired it with the policy, not with excuses.