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Complaint: ***
I am rejecting this response because: I am rejecting it for right now but will except it because they finally said they would close this account if I filled out the cancellation notice and I did and have not heard anymoreAs soon as they tell me it is canceled for sure then I will accept this.
Regards,
*** ***
Good Afternoon,The merchant was not overcharged but was advised through a bill message that their debit transaction rate was going to increase in December.Initially, we had agreed to cover half of the increased rate amount but due to the loyalty that our merchant has shown and in an effort to work with them, we have agreed to refund the full amount.In addition we have reduced their debit rate back down to the original amount.The merchant has had some additional questions in regards to other rates and fees.We have been in almost daily communication with the merchant and will continue to work diligently to ensure we are able to answer all of their questions and address all of their concerns.We truly appreciate and value their business and want to work towards a resolution that satisfies them and allows us to continue the processing relationship.At this time, we have not been given official confirmation in our phone conversations that the merchant wants to cancel their account so there is no need to discuss waiving any early termination fees.The merchant has been advised that we have and will continue to work with them in an effort to prevent any reason for cancellation.Thank you,True Payment Solutions
Good Afternoon,Upon further review of Mr***' complaint, he is correct that we did agree to cover his previous processor's early termination fee.However, as outlined in the Early Termination Fee Addendum Form that Mr*** signed, the fee is not something that is paid upfront but rather
reimbursed.The reimbursement is handled after the fee is assessed to ensure that all fees are covered in their entirety as agreed to by their agent.We are able to ensure that the full fee is covered, nothing less or nothing more, by waiting until after the fee is assessed and confirmed by proof of billed amount.Once we are able to confirm the amount billed, a refund is then issued directly into the merchant's bank account on file.As discussed with Mr***, the whole process takes less than five days.Mr*** agreed to continue services with us for a period of months and signed as to his understanding that failure to do so would result in an early termination fee.We have provided successful processing services for Mr*** and his business and are still more than willing to do so.We are also more than willing to cover the full $of Mr*** early termination fee with his previous processor as outlined in the agreement that was made.Thank you,True Payment Solutions
Good Afternoon,This application was received on Wednesday September 17th and approved on the same dayWe however did not have any installation techs in the area and scheduled to get the account installed the following week but when we called to schedule this, the merchant said she did not want
to proceed with the installation. The merchant also did agree to be charged the application fee of $which is usually processed after the account gets approvedThis application fee is not part of the processing charges as indicated and is usually charged once the account is processed and approvedWe have offered to get this fee refunded to the merchant as well as other fees charged once she is installed and processing with us.Our agents take extra care in making our fees and rates are disclosed upfrontOur contract has no hidden fees and everything is disclosed to the merchant at the time of signing the contractWe have not been successful completing this merchant's install because she has declined to allow us to get the installation and conversion completed. Thank You
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Complaint: ***
I am rejecting this response because: The company as well as *** the salesman who sold me on this business are liars ! *** said he would take care of the other company at no cost to me.I do not want to business with a company that lies up front and continuesI do want them to pick up their credit card machine at no cost to me and quit harassing me ! I am not paying them an early termination fee I am not now ore ever using to process credit card payments
Regards,
*** ***
Good evening, The merchant agreed to & signed a three year commitment with our company. This signed agreement clearly outlined the associated fees involved with cancelling the account early.True Payment Solutions continues to be willing to work with the merchant to resolve this issue.However, as outlined in the merchant's responses, our efforts continue to be refused.An email has been sent to the merchant with the approved attached cancellation document in response to an email request to cancel.True Payment Solutions will regrettably cancel the merchants account upon receipt of the appropriate signed request for cancellation. Thank you, True Payment Solutions
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Complaint: ***
I am rejecting this response because:
true payment solutions can say I give permission all they want *** *** there sales repknew not to turn in the application and said that he would tear up my business check period
Regards,
*** ***
Good Afternoon, True Payment Solutions has taken no fees without permission.Upon signing the application and providing a voided check, Ms*** granted permission for her account to be drafted.Ms*** has indeed called in numerous times, each time she has been made aware of the steps needed to cancel her account and stop any further charges from being billed.On 10-16-2014, Ms*** called in demanding the account to be cancelled.At that time, Ms*** was fully advised of the cancellation process which requires a signed letter of cancellation and takes days from the date of receipt.In addition, she was advised standard monthly charges continue to incur on the account until the account is closed.No letter was ever received.On 11-10-2014, Ms*** called again to see if her account was cancelled.At that time, Ms*** was advised that we had not received the required letter of cancellation as outlined during her previous call into us and was again made aware of the full cancellation process.No letter was ever received.On 11-25-2014, Ms*** called again to check on her account status and was advised that we still had not received the required document.We finally received Ms***'s signed letter on 12-04-2014.In an attempt to expedite the resolution of this complaint, we provided Ms*** an accelerated cancellation upon receipt of her letter.Her account has been cancelled and all charges stopped.Thank you,True Payment Solutions
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Complaint: ***
I am rejecting this response because:
The bottom line is I was told that they would take care of the fees to the other company at no cost or processing on my partas told to me by the salesman ***.Now they say differentThe only way I will drop this complaint is if they pick up the machine at no cost to me for any of this they have put on me !
Regards,
*** ***
Good Evening,
The merchant is correct that their contract is interchange +
0.14%
Their pin-debit transactions are 1.4%
The merchant was advised through a bill message of the below increases
Please see bill message details…
[In order to help consolidate modifications
from card brands affecting *** *** (*** *** ** *** *** *** *** *** *** *** ** *** *** *** *** *** *** *** ***), there will be a four basis point '*** ***’ on
all card brand processing volume effective December 1, 2014.
Your merchant
account will also have a fifty basis point assessment on all non-regulated
debit card transactions.
This message shall
serve to amend the terms of your merchant processing agreement pursuant to the
terms thereof.]
The
merchant is also correct that they did see an increase on their pin-debit
charges due to their rate being entered incorrectly when their account was
initially set up
When
we audited the account we corrected the rates to match their contract
The
higher rate that they began seeing for pin-debit transactions was the
interchange cost plus 1.40% as outlined on their application
We
did not back charge the difference from May to September but rather just began
charging the correct amount from September going forward
Interchange
cost is something that the card brands determine and can vary significantly
Different
card brands and card types are assessed different fees...For
example, a standard credit card will have a different rate than a debit card
just as *** charges a different rate than ***.
We
continue to be willing to work with the merchant in an effort to prevent cancellation
We
removed the fifty basis point assessment on all non-regulated debit card
transactions
We
also offered a full refund of the increased rate amount in an effort to retain
the merchant’s business and are more than happy to fulfill that refund if the
account is not cancelled
If
the merchant still chooses to cancel, we will assess a cancellation fee of $
It
is our preference to be able to continue the processing relationship that we
originally started but also want to end things as positively as we can. Thank you,True Payment Solutions
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Complaint: ***
I am rejecting this response because: There is no way I should have to pay you $when you did nothing and I did call that day and talked to a ladyI also called ***He called me the next day and I told him I did not want this and he told me to try it for a few months and that I could cancel it without any problemAnd you guys are saying your sales men do not lie, he lied when he was here and when I was on the phone with him about being able to cancel this without a problem, but I guess maybe $is not a problem to himI am a new business and I do not have $to pay you and I would not pay you from all the lies that I have been told by ***I was going by an honest sales mans wordThere is also other complaints on your website of *** lying to other customersI also have a witness that was in here when he told me I could cancel with no problems that I would just have to pay to send the machine back which I do not haveI could not read the contract because he took it with him when he left nor do I need one because I will not pay you more than what you have already have which is $If you do not want to settle for that your company is not a very good company because you got a $for nothingThis is the solution that I think is fair.
Regards,
*** ***
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Complaint: [redacted]
I am rejecting this response because:It is a lie that they have tried to arrange anything with me. They have not contacted me at all. I was the one who called in the first place to see why I was getting charged and why they hadn't installed, they never called me to arrange no other installation date nor to arrange anything. I was told that in order to cancel I had to call and when I did the supposed "manager" said I needed to pay $500 cancellation fee nothing about anything in writing. I have witnesses that you all have not tried calling to arrange anything with me. Why now would I want to stay with this company if you all have not done a single thing to try to communicate with me other than thru Revdex.com and arrange anything yet you all want to state lies on here to look good? I'm sorry but there is no way that I would stay with this company anymore after hearing all these lies that they have been making up. Your staff did not even know their own "Manager's" name and told me they had no recording of ever having talked to me. Until I told her exactly what happened she remembered she talked to me yet had no recording of ever having talked you me. Yet you all claim on here that you have tried to contact me to arrange a new installation date and refund the money that I refused! Why not settle the cancellation on here like I have been asking without the cancellation fee instead of repeating the same lies over and over. You haven't even tried to settle anything on here except to dispute that I supposedly refused installation and a refund when you supposedly called me. Also why keep charging my bank account if you have not bothered installing the machine from the first time?
Regards,
[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]Complaint: [redacted]I am rejecting this response because:Our salesperson called and tried to give us the...
same excuse they have been giving us for 2 months, the interchange fluctuates, for the third time we told her that was not true, for the 4th time she said she has to talk to her manager. She called back a few days later saying that, yes, we are being overcharged to the amount of $170.00-her number, not ours- and they will give us back half of that.
I do not want to do business with this company, they admitted that they are overcharging us, they only want to pay us back half of what they took from us, they continue to outright lie to us. I'm taking all my paperwork to our local prosecuting attorney, and see if he wants/can do anything about this.
Let me out of the contract with no cancelation fee. Nothing else will bring this to a satisfactory finish.Regards,[redacted]
Good Morning!The merchant account has been closed and the early termination fee waived as requested.Upon speaking with Ms. [redacted], she stated that she was satisfied with this offer.No further action is needed with this complaint.Thank you,True Payment Solutions
Good Evening, The merchant initially sent in an unsigned letter requesting cancellation of their account. We immediately reached out to the merchant after receiving their letter to gather more information regarding their request to cancel and attempted to retain their business. Our efforts...
were declined so we advised of our standard cancellation process. We advised of the cancellation fee due and the early termination fee reimbursement. The cancellation fee is clearly outlined on the original application signed at the time of sign up and the ETF Reimbursement is outlined on the ETF Addendum signed by the merchant prior to reimbursement being paid out. Both fees are charged if the initial 3 year term is not met. Additionally, we advised the merchant to resend a signed copy of their letter of cancellation and that equipment belonging to TPS must be returned to close their account. The merchant did provide the signed letter but has yet to return our equipment. We have not returned the merchant’s equipment as we have not received ours and the common process is that we will not close an account or return a merchant’s equipment until ours is first received. We have made a special accommodation to this standard process and the merchant’s account has been closed. Due to the complete closure of the account, the required account closure fees were charged. The merchant will not be assessed any further account fees as previously mentioned, their account has been completely closed. We will continue to wait for our equipment to be returned and return the merchant’s terminal upon receipt of ours. Thank you, True Payment Solutions
Good Evening, The merchant, [redacted], did call in requesting to cancel services but notes on the account indicate that it was after the account activation process had already began, not the same day as per his claim. At the time of this call, Mr. [redacted] was advised of the cancellation process that requires written request to cancel services to which we never received. Mr. [redacted] called again about a month later & was again advised of the cancellation process but never sent back the cancellation request form. The application/contract clearly outlines all monthly charges, set up fees & the early termination fees per the three year agreement that Mr. [redacted] agreed to & signed. True Payment Solutions has tried to work with Mr. [redacted] to resolve this issue by sending a technician out to his business location but the installation attempt was rejected. In addition, we offered Mr. [redacted] a full refund of all billed charges upon installation as a sign of good faith, this offer was also rejected. We are more than willing to stop charges on the account but again must receive a written cancellation request in order to complete this request. Thank you,True Payment Solutions
Good Afternoon,
Roman"">
The merchant's business structure is
listed as an LLC and they provided a corresponding business checking
account to support this.
Upon their request, we provided the
necessary documents in order to change their bank account on file at the
time of install.
The merchant was requesting to have
their personal account on file instead of their business account.
We advised that due to the business
being listed as an LLC, a personal checking account was not permissible.
The merchant was insistent that they
did not want any activity in or out of their business account from our company
so refused to process until we were able to update the bank account.
We did offer an alternative solution
that if they could provide documentation supporting that they were the sole
member of the LLC, we could potentially allow their personal account to be on
file.
The merchant declined this solution.
The merchant is correct that they
have had no activity on their account since the time of sign up but that is no
fault of True Payment Solutions as we have been able to and are still willing
to provide processing capabilities for the merchant and their business but must
do so with aligning information between their business type and checking
account.
The merchant has spoken with both
their agent and our customer service department on multiple occasions.
We have advised the merchant of both
the reason as to why they have been billed up to this point in addition to the
actual steps needed in order to cancel the account and stop any further
charges.
We advised that verbal cancellation
was not sufficient and of the proper cancellation process in which a written/signed
letter of cancellation must be received.
We also advised that per their signed
agreement, they would be assessed the early termination fees associated with
account closure prior to the end of the contract terms.
We are still more than willing to accommodate
the merchant's processing needs and update their bank account with the
appropriate documentation.
Upon installation and active
processing, we are also willing to work with the merchant on the billed charges
that have been accrued as we want to show our understanding of their
perspective and willingness to work with our merchants.
We will continue to reach out to the
merchant to work towards an amicable resolution and hope to be able to resolve
and close the merchant’s complaint quickly.
Thank you,
True Payment Solutions
Good Evening,The merchant is correct that they were charged in error for monthly fees due to a mistake in returned equipment information.This refund will be sent manually due to the merchant closing the bank account we have on file. Thank you,True Payment Solutions
Good Afternoon, We attempted installation mid April, shortly after merchant had signed up for services.Our tech was not able to install due to business location not having an internet source and their cell phone not having internet ability at the time either. We followed up with the...
merchant shortly after to find a better installation date at which time the merchant requested cancellation of services.The merchant was advised of the cancellation process multiple times in May which included the need for a signed letter of cancellation. We never received required documents so account remained open.We have spoken with the merchant again since our original conversations in May and since this complaint was originally filed to again advise of the need for the signed letter requesting cancellation. The merchant stated that she sent in the cancellation letter previously and wanted refunds for the months billed in error.We confirmed no receipt of email or fax from merchant but offered to honor original date merchant claims to have sent in cancellation letters if able to provide proof of sending.We have still yet to receive the required cancellation form so have been unable to cancel the account/stop charges. We continue to be willing to work with the merchant in reference to her original send date or we can/will close the accounts upon receipt of the required documentation. In addition, we will refund the $200 referenced as merchant is correct that we did not provide equipment paid for due to merchant refusing installation. Thank you,True Payment Solutions
Good Evening, We are sorry to hear the merchant feels so negatively about us and that we are a crooked and greedy company. We have tried explaining all charges to the merchant but they have refused to accept to our explanation. The merchant is correct, their account was not closed in May as previously mentioned, we did not receive their cancellation form until the end of May. Even if it had been received early May as per their original date of calling in, May fees would have still applied. When we spoke in June, we cancelled the account and expedited the normal cancellation process to ensure no further billing as a courtesy and as a sign of good faith to show our willingness to work with them. Though we initially refused a refund of the May fees being that they were valid, the merchant did end up receiving this refund as an additional courtesy. The $375 that the merchant is referring to is their cancellation fee due to cancelling prior to the end of their contract term. As stated on our contract and for all our standard three-year agreements, the cancellation fee is $550 if the account is cancelled within the first year of service. It then drops to $375 if cancelled within the second year and $300 if cancelled within the third year prior to the contract fulfillment date. The merchant started services with us in December 2015 thus making their cancellation fee $375 as they have not entered their third year of service to reduce the fee. Thank you, True Payment Solutions
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Complaint: ***
I am rejecting this response because: I am rejecting it for right now but will except it because they finally said they would close this account if I filled out the cancellation notice and I did and have not heard anymoreAs soon as they tell me it is canceled for sure then I will accept this.
Regards,
*** ***
Good Afternoon,The merchant was not overcharged but was advised through a bill message that their debit transaction rate was going to increase in December.Initially, we had agreed to cover half of the increased rate amount but due to the loyalty that our merchant has shown and in an effort to work with them, we have agreed to refund the full amount.In addition we have reduced their debit rate back down to the original amount.The merchant has had some additional questions in regards to other rates and fees.We have been in almost daily communication with the merchant and will continue to work diligently to ensure we are able to answer all of their questions and address all of their concerns.We truly appreciate and value their business and want to work towards a resolution that satisfies them and allows us to continue the processing relationship.At this time, we have not been given official confirmation in our phone conversations that the merchant wants to cancel their account so there is no need to discuss waiving any early termination fees.The merchant has been advised that we have and will continue to work with them in an effort to prevent any reason for cancellation.Thank you,True Payment Solutions
Good Afternoon,Upon further review of Mr***' complaint, he is correct that we did agree to cover his previous processor's early termination fee.However, as outlined in the Early Termination Fee Addendum Form that Mr*** signed, the fee is not something that is paid upfront but rather
reimbursed.The reimbursement is handled after the fee is assessed to ensure that all fees are covered in their entirety as agreed to by their agent.We are able to ensure that the full fee is covered, nothing less or nothing more, by waiting until after the fee is assessed and confirmed by proof of billed amount.Once we are able to confirm the amount billed, a refund is then issued directly into the merchant's bank account on file.As discussed with Mr***, the whole process takes less than five days.Mr*** agreed to continue services with us for a period of months and signed as to his understanding that failure to do so would result in an early termination fee.We have provided successful processing services for Mr*** and his business and are still more than willing to do so.We are also more than willing to cover the full $of Mr*** early termination fee with his previous processor as outlined in the agreement that was made.Thank you,True Payment Solutions
Good Afternoon,This application was received on Wednesday September 17th and approved on the same dayWe however did not have any installation techs in the area and scheduled to get the account installed the following week but when we called to schedule this, the merchant said she did not want
to proceed with the installation. The merchant also did agree to be charged the application fee of $which is usually processed after the account gets approvedThis application fee is not part of the processing charges as indicated and is usually charged once the account is processed and approvedWe have offered to get this fee refunded to the merchant as well as other fees charged once she is installed and processing with us.Our agents take extra care in making our fees and rates are disclosed upfrontOur contract has no hidden fees and everything is disclosed to the merchant at the time of signing the contractWe have not been successful completing this merchant's install because she has declined to allow us to get the installation and conversion completed. Thank You
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Complaint: ***
I am rejecting this response because: The company as well as *** the salesman who sold me on this business are liars ! *** said he would take care of the other company at no cost to me.I do not want to business with a company that lies up front and continuesI do want them to pick up their credit card machine at no cost to me and quit harassing me ! I am not paying them an early termination fee I am not now ore ever using to process credit card payments
Regards,
*** ***
Good evening, The merchant agreed to & signed a three year commitment with our company. This signed agreement clearly outlined the associated fees involved with cancelling the account early.True Payment Solutions continues to be willing to work with the merchant to resolve this issue.However, as outlined in the merchant's responses, our efforts continue to be refused.An email has been sent to the merchant with the approved attached cancellation document in response to an email request to cancel.True Payment Solutions will regrettably cancel the merchants account upon receipt of the appropriate signed request for cancellation. Thank you, True Payment Solutions
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Complaint: ***
I am rejecting this response because:
true payment solutions can say I give permission all they want *** *** there sales repknew not to turn in the application and said that he would tear up my business check period
Regards,
*** ***
Good Afternoon, True Payment Solutions has taken no fees without permission.Upon signing the application and providing a voided check, Ms*** granted permission for her account to be drafted.Ms*** has indeed called in numerous times, each time she has been made aware of the steps needed to cancel her account and stop any further charges from being billed.On 10-16-2014, Ms*** called in demanding the account to be cancelled.At that time, Ms*** was fully advised of the cancellation process which requires a signed letter of cancellation and takes days from the date of receipt.In addition, she was advised standard monthly charges continue to incur on the account until the account is closed.No letter was ever received.On 11-10-2014, Ms*** called again to see if her account was cancelled.At that time, Ms*** was advised that we had not received the required letter of cancellation as outlined during her previous call into us and was again made aware of the full cancellation process.No letter was ever received.On 11-25-2014, Ms*** called again to check on her account status and was advised that we still had not received the required document.We finally received Ms***'s signed letter on 12-04-2014.In an attempt to expedite the resolution of this complaint, we provided Ms*** an accelerated cancellation upon receipt of her letter.Her account has been cancelled and all charges stopped.Thank you,True Payment Solutions
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Complaint: ***
I am rejecting this response because:
The bottom line is I was told that they would take care of the fees to the other company at no cost or processing on my partas told to me by the salesman ***.Now they say differentThe only way I will drop this complaint is if they pick up the machine at no cost to me for any of this they have put on me !
Regards,
*** ***
Good Evening,
The merchant is correct that their contract is interchange +
0.14%
Their pin-debit transactions are 1.4%
The merchant was advised through a bill message of the below increases
Please see bill message details…
[In order to help consolidate modifications
from card brands affecting *** *** (*** *** ** *** *** *** *** *** *** *** ** *** *** *** *** *** *** *** ***), there will be a four basis point '*** ***’ on
all card brand processing volume effective December 1, 2014.
Your merchant
account will also have a fifty basis point assessment on all non-regulated
debit card transactions.
This message shall
serve to amend the terms of your merchant processing agreement pursuant to the
terms thereof.]
The
merchant is also correct that they did see an increase on their pin-debit
charges due to their rate being entered incorrectly when their account was
initially set up
When
we audited the account we corrected the rates to match their contract
The
higher rate that they began seeing for pin-debit transactions was the
interchange cost plus 1.40% as outlined on their application
We
did not back charge the difference from May to September but rather just began
charging the correct amount from September going forward
Interchange
cost is something that the card brands determine and can vary significantly
Different
card brands and card types are assessed different fees...For
example, a standard credit card will have a different rate than a debit card
just as *** charges a different rate than ***.
We
continue to be willing to work with the merchant in an effort to prevent cancellation
We
removed the fifty basis point assessment on all non-regulated debit card
transactions
We
also offered a full refund of the increased rate amount in an effort to retain
the merchant’s business and are more than happy to fulfill that refund if the
account is not cancelled
If
the merchant still chooses to cancel, we will assess a cancellation fee of $
It
is our preference to be able to continue the processing relationship that we
originally started but also want to end things as positively as we can. Thank you,True Payment Solutions
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Complaint: ***
I am rejecting this response because: There is no way I should have to pay you $when you did nothing and I did call that day and talked to a ladyI also called ***He called me the next day and I told him I did not want this and he told me to try it for a few months and that I could cancel it without any problemAnd you guys are saying your sales men do not lie, he lied when he was here and when I was on the phone with him about being able to cancel this without a problem, but I guess maybe $is not a problem to himI am a new business and I do not have $to pay you and I would not pay you from all the lies that I have been told by ***I was going by an honest sales mans wordThere is also other complaints on your website of *** lying to other customersI also have a witness that was in here when he told me I could cancel with no problems that I would just have to pay to send the machine back which I do not haveI could not read the contract because he took it with him when he left nor do I need one because I will not pay you more than what you have already have which is $If you do not want to settle for that your company is not a very good company because you got a $for nothingThis is the solution that I think is fair.
Regards,
*** ***
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Complaint: [redacted]
I am rejecting this response because:It is a lie that they have tried to arrange anything with me. They have not contacted me at all. I was the one who called in the first place to see why I was getting charged and why they hadn't installed, they never called me to arrange no other installation date nor to arrange anything. I was told that in order to cancel I had to call and when I did the supposed "manager" said I needed to pay $500 cancellation fee nothing about anything in writing. I have witnesses that you all have not tried calling to arrange anything with me. Why now would I want to stay with this company if you all have not done a single thing to try to communicate with me other than thru Revdex.com and arrange anything yet you all want to state lies on here to look good? I'm sorry but there is no way that I would stay with this company anymore after hearing all these lies that they have been making up. Your staff did not even know their own "Manager's" name and told me they had no recording of ever having talked to me. Until I told her exactly what happened she remembered she talked to me yet had no recording of ever having talked you me. Yet you all claim on here that you have tried to contact me to arrange a new installation date and refund the money that I refused! Why not settle the cancellation on here like I have been asking without the cancellation fee instead of repeating the same lies over and over. You haven't even tried to settle anything on here except to dispute that I supposedly refused installation and a refund when you supposedly called me. Also why keep charging my bank account if you have not bothered installing the machine from the first time?
Regards,
[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]Complaint: [redacted]I am rejecting this response because:Our salesperson called and tried to give us the...
same excuse they have been giving us for 2 months, the interchange fluctuates, for the third time we told her that was not true, for the 4th time she said she has to talk to her manager. She called back a few days later saying that, yes, we are being overcharged to the amount of $170.00-her number, not ours- and they will give us back half of that.
I do not want to do business with this company, they admitted that they are overcharging us, they only want to pay us back half of what they took from us, they continue to outright lie to us. I'm taking all my paperwork to our local prosecuting attorney, and see if he wants/can do anything about this.
Let me out of the contract with no cancelation fee. Nothing else will bring this to a satisfactory finish.Regards,[redacted]
Good Morning!The merchant account has been closed and the early termination fee waived as requested.Upon speaking with Ms. [redacted], she stated that she was satisfied with this offer.No further action is needed with this complaint.Thank you,True Payment Solutions
Good Evening, The merchant initially sent in an unsigned letter requesting cancellation of their account. We immediately reached out to the merchant after receiving their letter to gather more information regarding their request to cancel and attempted to retain their business. Our efforts...
were declined so we advised of our standard cancellation process. We advised of the cancellation fee due and the early termination fee reimbursement. The cancellation fee is clearly outlined on the original application signed at the time of sign up and the ETF Reimbursement is outlined on the ETF Addendum signed by the merchant prior to reimbursement being paid out. Both fees are charged if the initial 3 year term is not met. Additionally, we advised the merchant to resend a signed copy of their letter of cancellation and that equipment belonging to TPS must be returned to close their account. The merchant did provide the signed letter but has yet to return our equipment. We have not returned the merchant’s equipment as we have not received ours and the common process is that we will not close an account or return a merchant’s equipment until ours is first received. We have made a special accommodation to this standard process and the merchant’s account has been closed. Due to the complete closure of the account, the required account closure fees were charged. The merchant will not be assessed any further account fees as previously mentioned, their account has been completely closed. We will continue to wait for our equipment to be returned and return the merchant’s terminal upon receipt of ours. Thank you, True Payment Solutions
Good Evening, The merchant, [redacted], did call in requesting to cancel services but notes on the account indicate that it was after the account activation process had already began, not the same day as per his claim. At the time of this call, Mr. [redacted] was advised of the cancellation process that requires written request to cancel services to which we never received. Mr. [redacted] called again about a month later & was again advised of the cancellation process but never sent back the cancellation request form. The application/contract clearly outlines all monthly charges, set up fees & the early termination fees per the three year agreement that Mr. [redacted] agreed to & signed. True Payment Solutions has tried to work with Mr. [redacted] to resolve this issue by sending a technician out to his business location but the installation attempt was rejected. In addition, we offered Mr. [redacted] a full refund of all billed charges upon installation as a sign of good faith, this offer was also rejected. We are more than willing to stop charges on the account but again must receive a written cancellation request in order to complete this request. Thank you,True Payment Solutions
Good Afternoon,
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The merchant's business structure is
listed as an LLC and they provided a corresponding business checking
account to support this.
Upon their request, we provided the
necessary documents in order to change their bank account on file at the
time of install.
The merchant was requesting to have
their personal account on file instead of their business account.
We advised that due to the business
being listed as an LLC, a personal checking account was not permissible.
The merchant was insistent that they
did not want any activity in or out of their business account from our company
so refused to process until we were able to update the bank account.
We did offer an alternative solution
that if they could provide documentation supporting that they were the sole
member of the LLC, we could potentially allow their personal account to be on
file.
The merchant declined this solution.
The merchant is correct that they
have had no activity on their account since the time of sign up but that is no
fault of True Payment Solutions as we have been able to and are still willing
to provide processing capabilities for the merchant and their business but must
do so with aligning information between their business type and checking
account.
The merchant has spoken with both
their agent and our customer service department on multiple occasions.
We have advised the merchant of both
the reason as to why they have been billed up to this point in addition to the
actual steps needed in order to cancel the account and stop any further
charges.
We advised that verbal cancellation
was not sufficient and of the proper cancellation process in which a written/signed
letter of cancellation must be received.
We also advised that per their signed
agreement, they would be assessed the early termination fees associated with
account closure prior to the end of the contract terms.
We are still more than willing to accommodate
the merchant's processing needs and update their bank account with the
appropriate documentation.
Upon installation and active
processing, we are also willing to work with the merchant on the billed charges
that have been accrued as we want to show our understanding of their
perspective and willingness to work with our merchants.
We will continue to reach out to the
merchant to work towards an amicable resolution and hope to be able to resolve
and close the merchant’s complaint quickly.
Thank you,
True Payment Solutions
Good Evening,The merchant is correct that they were charged in error for monthly fees due to a mistake in returned equipment information.This refund will be sent manually due to the merchant closing the bank account we have on file. Thank you,True Payment Solutions
Good Afternoon, We attempted installation mid April, shortly after merchant had signed up for services.Our tech was not able to install due to business location not having an internet source and their cell phone not having internet ability at the time either. We followed up with the...
merchant shortly after to find a better installation date at which time the merchant requested cancellation of services.The merchant was advised of the cancellation process multiple times in May which included the need for a signed letter of cancellation. We never received required documents so account remained open.We have spoken with the merchant again since our original conversations in May and since this complaint was originally filed to again advise of the need for the signed letter requesting cancellation. The merchant stated that she sent in the cancellation letter previously and wanted refunds for the months billed in error.We confirmed no receipt of email or fax from merchant but offered to honor original date merchant claims to have sent in cancellation letters if able to provide proof of sending.We have still yet to receive the required cancellation form so have been unable to cancel the account/stop charges. We continue to be willing to work with the merchant in reference to her original send date or we can/will close the accounts upon receipt of the required documentation. In addition, we will refund the $200 referenced as merchant is correct that we did not provide equipment paid for due to merchant refusing installation. Thank you,True Payment Solutions
Good Evening, We are sorry to hear the merchant feels so negatively about us and that we are a crooked and greedy company. We have tried explaining all charges to the merchant but they have refused to accept to our explanation. The merchant is correct, their account was not closed in May as previously mentioned, we did not receive their cancellation form until the end of May. Even if it had been received early May as per their original date of calling in, May fees would have still applied. When we spoke in June, we cancelled the account and expedited the normal cancellation process to ensure no further billing as a courtesy and as a sign of good faith to show our willingness to work with them. Though we initially refused a refund of the May fees being that they were valid, the merchant did end up receiving this refund as an additional courtesy. The $375 that the merchant is referring to is their cancellation fee due to cancelling prior to the end of their contract term. As stated on our contract and for all our standard three-year agreements, the cancellation fee is $550 if the account is cancelled within the first year of service. It then drops to $375 if cancelled within the second year and $300 if cancelled within the third year prior to the contract fulfillment date. The merchant started services with us in December 2015 thus making their cancellation fee $375 as they have not entered their third year of service to reduce the fee. Thank you, True Payment Solutions