Update:
Happy ending.
Quote:
...En relación al caso del pago del Sr. XXXX, antes que nada deseo
pedirle disculpa, el empleado que realizo el cobro nos mintió y lo tenemos
bajo investigación, pudimos confirmar que el Sr. XXXX pago cash como
usted nos informo, le agradecemos a usted que nos ayudó en resolver este
caso, como el dije le pedimos mil disculpa por los inconvenientes que le
hemos causado y a la vez le reiteramos agradecimiento, estamos a sus
ordenes...
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"...Regarding the case of Mr. XXXX's pay, before anything else I would like to apologise, the employee who made the charge lied to us and we have him/her under investigation, we can confirm that Mr XXXX paid cash as you informed us, we thank you for helping us solve this case, as I said we are very sorry for the inconvenience we have caused and reiterate our thanks, we are at your service..."
No sh!t, Sherlock
Seriously, I'm glad it was all resolved. Can my friend ask them to refund the bank charges incurred when she cancelled her card?