Customer placed an order with us on May 2nd. We have recorded calls of customer acknowledging the fact that it was his intent to place an order with us, and voluntarily giving us his CC details. It was thoroughly explained to customer that we DO NOT charge a credit card until we either dispatch to a carrier or receive a signed contract. Customer was very happy with this. Customer was sent first contract immediately after booking his order. He then wrote an email asking about payment terms to the carrier. We explained in a reply to his email, that carriers typically do not accept CC payments, however we do offer the ability for the customer to pay us everything in full on the credit card, and we would issue payment to the carrier upon confirmation of delivery. Not only did we immediately reply to his email, we sent him a full pay contract as well. Customer now has been sent two contracts!! Customer never replied to that email. This was all done on May 2nd the day he placed the order. Customer’s first available release date was May 16th. On May 11th, we located and dispatched to a carrier a full FIVE days ahead of his first available release date. We sent the dispatch notification email to customer and called and left messages with details of the pickup and delivery dates. Another THREE days pass before the customer finally calls our office to tell us he changed his mind!! Seriously?? Our job as brokers is locate and assign carriers for transportation. We did that, and we charged the CC because we dispatched the vehicle a full five days ahead of the first available date. The customer himself admits to reading the contract, and it clearly states that if you wish to cancel your order we must have written cancelation. Are you telling me that in the 12 days that passed between May 2nd and May 14th, the customer could not inform us that he changed his mind, or respond to any or our emails?? We have an obligation to our customers to keep working on orders until we are notified otherwise. We have been in business for nearly 8 years now, with hundreds of very satisfied returning customers, who come back to us week after week, month after month. We did not gain our 5 star reputation by any other means than to provide a very honest, reliable service. This case is no different. We were hired to find a carrier, and we did that.