Response to Complaint Case # [redacted] , [redacted] LLC – [redacted] While we strive to provide all our merchant's with the best possible service, it's important for us to know when that fails to meet expectationsPer the signed contract and voided check provided, all the fees billed are agreed to at signingMerchant may become a party to, and become bound by, this Agreement by completing and signing the Merchant ApplicationBy providing such consent and banking information, Merchant acknowledges that they have received and reviewed all applicable pages including terms and conditions of this AgreementIn addition, the signed agreement with Total Merchant Services states that the merchant has thirty (30) days from the date a specific billing charge posts to their bank account to dispute any fee the merchant deems to be erroneous***ely notification could have occurred within thirty (30), sixty (60), or even ninety (90) days All fees were agreed upon at signing Accounts are not automatically closed and continue to debit fees on a monthly basis In order to close an account we must receive the account owner’s consentThis can be done by either signed document, a phone call or even an email from the account ownerWe did not receive any communication regarding cancelling this account nor is there any record of a phone call received from the account owner to close the accountFurthermore, we did not receive any notification from the merchant inquiring about these charges before March 8, In the merchant’s complaint he states “were scammed, lied to, defrauded and embezzled from in the scheme they set up.” This is not our intention, nor the manner in which we conduct our business We would not still be in business after all these years if we operated under these practices Much like a cable contract, the service provider does not cancel the service if the television is not turned onIt is the responsibility of the consumer to terminate the contractFor these reasons, a refund will not be consideredThe account has been closed per the merchant’s phone call on March 8, Please let us know if you require additional information
Final Consumer Response /* (2000, 5, 2016/01/06) */
The rep contacted me last night finallyAlthough I am still unhappy about how the situation has been handled, it seems as though they are working on it and I will cancel my complaint
Response to Complaint Case #[redacted] LLC – [redacted] While we strive to provide all our merchant's with the best possible service, it's important for us to know when that fails to meet expectations. Per the signed contract and voided check provided, all the fees billed are agreed to...
at signing. Merchant may become a party to, and become bound by, this Agreement by completing and signing the Merchant Application. By providing such consent and banking information, Merchant acknowledges that they have received and reviewed all applicable pages including terms and conditions of this Agreement. In addition, the signed agreement with Total Merchant Services states that the merchant has thirty (30) days from the date a specific billing charge posts to their bank account to dispute any fee the merchant deems to be erroneous. [redacted]ely notification could have occurred within thirty (30), sixty (60), or even ninety (90) days. All fees were agreed upon at signing. Accounts are not automatically closed and continue to debit fees on a monthly basis. In order to close an account we must receive the account owner’s consent. This can be done by either signed document, a phone call or even an email from the account owner. We did not receive any communication regarding cancelling this account nor is there any record of a phone call received from the account owner to close the account. Furthermore, we did not receive any notification from the merchant inquiring about these charges before March 8, 2016. In the merchant’s complaint he states “were scammed, lied to, defrauded and embezzled from in the scheme they set up.” This is not our intention, nor the manner in which we conduct our business. We would not still be in business after all these years if we operated under these practices. Much like a cable contract, the service provider does not cancel the service if the television is not turned on. It is the responsibility of the consumer to terminate the contract. For these reasons, a refund will not be considered. The account has been closed per the merchant’s phone call on March 8, 2016. Please let us know if you require additional information.
Initial Business Response /* (1000, 9, 2016/01/12) */
[redacted]Document Attached[redacted]
First and foremost we appreciate having the opportunity to express our apologies to Ms. [redacted] for not meeting her expectations and will strive to learn from this situation in the future and wish her nothing but success...
going forward.
With that being said, Ms. [redacted] was approached by a sales representative to extend the offer of our services and updated equipment for her business. After meeting with her, it was determined that she would use our internet based option (Authorize.net) which we were under the impression would integrate with her computer software as well as lease a Wireless Terminal for 48 months to use at her 2 locations. So 3 accounts all together were created for her business: 2 locations and her website. During the process of Ms. [redacted] signing all paperwork for using 4 Leaf as her processor as well as the 48 month lease for her terminal, a manager who also attended the meeting with the sales rep thoroughly went over details of all signed paperwork.
Upon installation of the website which was to integrate with Ms. [redacted] software and the wireless terminal, the manager and rep then found out from the software company that it is proprietary, meaning it will only work with a certain processor. At that time, Ms. [redacted] was informed of this and all were agreeable to close out her website account with us which would leave her with the Wireless terminal for her 2 physical locations, which she used before returning the equipment to our office.
Again, we sincerely regret if their was any misunderstanding or miscommunication on our part as a company. We have no issue with terminating all accounts with 4 Leaf Solutions as her processor. She has no further obligation to 4 Leaf Solutions or TMS (our mother company).
We wish the best of luck to Ms. [redacted] and her business.
I am rejecting the complaint, The response is not satisfactory for two factual reasons.1. [redacted] the salesperson on the document will confirm that I called to cancel the service immediately after the "get to know you meeting" where they set me up for $5/month plus % of transaction fees only if we ever used the service. $5 seemed fair and low but since I had no reason to use the service, I attempted to cancel entirely since there was no reason to pay the $5 per month fee. [redacted] has agreed to speak to your organization upon your request to confirm my statements. He left 4 leaf solutions after being uncomfortable with the business practices.When he went to cancel the service, the response was given to him that they would waive all fees unless we setup the account to begin usage. I should have been more aggressive in canceling vs allowing the account to stay open but I was operating under the assumption this would cost nothing until I used it. To beign usage, I was told I would simply call [redacted] and get the infrastructure I needed to begin processing payments. When no point of sale module was issued and the promise of no fees being charged unless usage, we went on and didn't worry about it. Once [redacted] left the company and no new service rep was given to our account and no point of sale reader was issued, I wrongly assumed we never completed initiation of a service contract. We didn't think about it until an audit of our business produced the monthly charge of $85 that was being debited to a Global Payments company and we followed the trail back to 4 leaf solutions.2. The contract submitted simply does not show any authorization we gave them to charge $85 per month for unused services. I see know where in the documents they produced that indicate I had signed up for $85 a month in fees for zero usage. These documents lead a consumer to believe $5 per month plus a percentage of transactions are the only fees. Where does the $85 per month fee that their partner was taking from our bank account come in at? Where did I sign a document agreeing to that?I appreciate your efforts in mitigating this awful experience and can produce the line items withdraws of $85 that occurred over two years if requested as well as [redacted]'s contact info. The company that withdrew the amount never had my authorization to do so, they tell me 4 leaf solutions set me up on their behalf.Sincerely,
[redacted]
Response to Complaint Case # [redacted] , [redacted] LLC – [redacted] While we strive to provide all our merchant's with the best possible service, it's important for us to know when that fails to meet expectationsPer the signed contract and voided check provided, all the fees billed are agreed to at signingMerchant may become a party to, and become bound by, this Agreement by completing and signing the Merchant ApplicationBy providing such consent and banking information, Merchant acknowledges that they have received and reviewed all applicable pages including terms and conditions of this AgreementIn addition, the signed agreement with Total Merchant Services states that the merchant has thirty (30) days from the date a specific billing charge posts to their bank account to dispute any fee the merchant deems to be erroneous***ely notification could have occurred within thirty (30), sixty (60), or even ninety (90) days All fees were agreed upon at signing Accounts are not automatically closed and continue to debit fees on a monthly basis In order to close an account we must receive the account owner’s consentThis can be done by either signed document, a phone call or even an email from the account ownerWe did not receive any communication regarding cancelling this account nor is there any record of a phone call received from the account owner to close the accountFurthermore, we did not receive any notification from the merchant inquiring about these charges before March 8, In the merchant’s complaint he states “were scammed, lied to, defrauded and embezzled from in the scheme they set up.” This is not our intention, nor the manner in which we conduct our business We would not still be in business after all these years if we operated under these practices Much like a cable contract, the service provider does not cancel the service if the television is not turned onIt is the responsibility of the consumer to terminate the contractFor these reasons, a refund will not be consideredThe account has been closed per the merchant’s phone call on March 8, Please let us know if you require additional information
Final Consumer Response /* (2000, 5, 2016/01/06) */
The rep contacted me last night finallyAlthough I am still unhappy about how the situation has been handled, it seems as though they are working on it and I will cancel my complaint
Response to Complaint Case #[redacted] LLC – [redacted] While we strive to provide all our merchant's with the best possible service, it's important for us to know when that fails to meet expectations. Per the signed contract and voided check provided, all the fees billed are agreed to...
at signing. Merchant may become a party to, and become bound by, this Agreement by completing and signing the Merchant Application. By providing such consent and banking information, Merchant acknowledges that they have received and reviewed all applicable pages including terms and conditions of this Agreement. In addition, the signed agreement with Total Merchant Services states that the merchant has thirty (30) days from the date a specific billing charge posts to their bank account to dispute any fee the merchant deems to be erroneous. [redacted]ely notification could have occurred within thirty (30), sixty (60), or even ninety (90) days. All fees were agreed upon at signing. Accounts are not automatically closed and continue to debit fees on a monthly basis. In order to close an account we must receive the account owner’s consent. This can be done by either signed document, a phone call or even an email from the account owner. We did not receive any communication regarding cancelling this account nor is there any record of a phone call received from the account owner to close the account. Furthermore, we did not receive any notification from the merchant inquiring about these charges before March 8, 2016. In the merchant’s complaint he states “were scammed, lied to, defrauded and embezzled from in the scheme they set up.” This is not our intention, nor the manner in which we conduct our business. We would not still be in business after all these years if we operated under these practices. Much like a cable contract, the service provider does not cancel the service if the television is not turned on. It is the responsibility of the consumer to terminate the contract. For these reasons, a refund will not be considered. The account has been closed per the merchant’s phone call on March 8, 2016. Please let us know if you require additional information.
Initial Business Response /* (1000, 9, 2016/01/12) */
[redacted]Document Attached[redacted]
First and foremost we appreciate having the opportunity to express our apologies to Ms. [redacted] for not meeting her expectations and will strive to learn from this situation in the future and wish her nothing but success...
going forward.
With that being said, Ms. [redacted] was approached by a sales representative to extend the offer of our services and updated equipment for her business. After meeting with her, it was determined that she would use our internet based option (Authorize.net) which we were under the impression would integrate with her computer software as well as lease a Wireless Terminal for 48 months to use at her 2 locations. So 3 accounts all together were created for her business: 2 locations and her website. During the process of Ms. [redacted] signing all paperwork for using 4 Leaf as her processor as well as the 48 month lease for her terminal, a manager who also attended the meeting with the sales rep thoroughly went over details of all signed paperwork.
Upon installation of the website which was to integrate with Ms. [redacted] software and the wireless terminal, the manager and rep then found out from the software company that it is proprietary, meaning it will only work with a certain processor. At that time, Ms. [redacted] was informed of this and all were agreeable to close out her website account with us which would leave her with the Wireless terminal for her 2 physical locations, which she used before returning the equipment to our office.
Again, we sincerely regret if their was any misunderstanding or miscommunication on our part as a company. We have no issue with terminating all accounts with 4 Leaf Solutions as her processor. She has no further obligation to 4 Leaf Solutions or TMS (our mother company).
We wish the best of luck to Ms. [redacted] and her business.
I am rejecting the complaint, The response is not satisfactory for two factual reasons.1. [redacted] the salesperson on the document will confirm that I called to cancel the service immediately after the "get to know you meeting" where they set me up for $5/month plus % of transaction fees only if we ever used the service. $5 seemed fair and low but since I had no reason to use the service, I attempted to cancel entirely since there was no reason to pay the $5 per month fee. [redacted] has agreed to speak to your organization upon your request to confirm my statements. He left 4 leaf solutions after being uncomfortable with the business practices.When he went to cancel the service, the response was given to him that they would waive all fees unless we setup the account to begin usage. I should have been more aggressive in canceling vs allowing the account to stay open but I was operating under the assumption this would cost nothing until I used it. To beign usage, I was told I would simply call [redacted] and get the infrastructure I needed to begin processing payments. When no point of sale module was issued and the promise of no fees being charged unless usage, we went on and didn't worry about it. Once [redacted] left the company and no new service rep was given to our account and no point of sale reader was issued, I wrongly assumed we never completed initiation of a service contract. We didn't think about it until an audit of our business produced the monthly charge of $85 that was being debited to a Global Payments company and we followed the trail back to 4 leaf solutions.2. The contract submitted simply does not show any authorization we gave them to charge $85 per month for unused services. I see know where in the documents they produced that indicate I had signed up for $85 a month in fees for zero usage. These documents lead a consumer to believe $5 per month plus a percentage of transactions are the only fees. Where does the $85 per month fee that their partner was taking from our bank account come in at? Where did I sign a document agreeing to that?I appreciate your efforts in mitigating this awful experience and can produce the line items withdraws of $85 that occurred over two years if requested as well as [redacted]'s contact info. The company that withdrew the amount never had my authorization to do so, they tell me 4 leaf solutions set me up on their behalf.Sincerely,
[redacted]