Ace America's Cash Express

Dear [redacted], After reviewing your complaint and digging in further as to what may have happened...

with your merchant account, I found that after a lot of back and forth with Briana, it resulted in her notifying you that if you did decide to cancel there would be a large termination fee assessed to your account.  She did advise you of the terms contrary to what was promised to your by your agent at the time.  The termination fee by contract was actually supposed to be much larger, but was capped as a courtesy to you.  But, after further research we do see that you did sign a second merchant agreement with us because the first one was thought to be done and executed not in the best representation.  The agreement does show that there is an early termination fee for early cancellation.  Our agreements are fully enforced unless the actual agreement states otherwise.  Please provide any response or further proof as to your case if you think it may help.  Conclusively, we will not be able to do any kind of refund at this time.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]We did not agree to any rate changes or extension of contract. I have the emails from Aurora stating the papers needed to be signed and sent back to her even though there was no contract involved. I replied that we were not going to continue business with them. please see attachments provided.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

I'm sorry to hear about your experience with Merchant Industry being unpleasant.  I will be reviewing this complaint and providing a formal response soon.  Thank you for your patience.

Complaint: [redacted]
I am rejecting this response because:  if there is no complaints in my file why would I have emails from [redacted] about how she took care of the dog issues.  Also I contacted the corporate office 4 times and received zero responses from them.   I guess there probably wasn't a murder at the property either although it was front page news.  And I reported the homeless man digging in the trash in person.   I was MADE to sign a lease but was NEVER given a copy.  I'm pretty sure they never give you a copy as soon as you sign it so they should still actually have a copy of the lease I should of received.  I sent numerous emails about the loud partying and the drugs but not one time did I get a response from the corporate office and the reason I went to corporate is because [redacted] didn't care what she moved in.  Why would I complain now? I lived there 2 years with no problems at all was always early on my rent was very quiet up until [redacted] took over and that is when all the problems started.  I did report to them when I was robbed because I had complained about having to walk 3 buildings away from my apartment because of all the vehicles parked there that didn't live there. I complained about parking garage multiple times and nothing was done once again.   I'll pay what they claim I owe. Taking out trash was a lie because nothing was left there. 
But to say that I never complained is a bold faced lie.  I even had my living room flooded from a water heater busting along with my furniture being ruined because after calling for 2 days because I didn't have hot water it busted and flooded my living room and kitchen. They document how many times you complain or how many service calls so they can use that to not renew your lease. Like I said why would I complain now when in 2 years I never had a problem and always paid early or on time not once was I ever late.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made...

by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have attached a copy of bank statement and merchant statement which shows a debit entry of $300. Also I have email and text message conversation to prove that company's representative Jimmy confessed of charging $300 and promising returning it but haven't credited yet. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

This merchant sent in a cancellation letter after he stopped processing and changed to another company.  Retention made a call upon receipt of the letter and advised merchant of the ETF as well as the closeness of the end of his contractual obligation, merchant denied...

having an etf and said he was not going to process with us anymore. When he was charged, he called in to customer support and became aggressive on the phone to two of the staff, then he asked the manager to intervene.  Though the manager was unable to speak because the merchant refused to hear anything but what he believed to be true.  After almost 20 minutes of trying to reason with this merchant, the manager told him he would no longer be able to argue and to have a nice day but the etf was justified and was clearly stated in the ETF paragraph of the agreement, RIGHT ABOVE ONE OF HIS 5 SIGNATURES on the agreement pagesIn summary, every attempt was made to retain the merchant, as well as offering him to remain a customer until end of the agreement which was approximately 2 more months.  He refused and incurred the early termination fee as a result, which was calculated as per the details in the ETF paragraph in the agreement.After reviewing his pricing, I have concluded that there were no pricing increases, but rather there were some fees that were decreased.  Unfortunately no refund can be issued to this merchant.

Revdex.com:
I have reviewed the response made by the business in reference to complaint...

ID# [redacted], and have determined that my complaint has NOT been resolved because:

Dear [redacted],I've been sick for a few days... Sorry for the delay.I talked to their customer service, Anthony. He agreed that since I did cancel the service, they would refund me for what First Data charged me. But I have not received a refund yet.I also agreed to send them back the Credit Card processing machine, even though our verbal agreement was different. They said that the sale person that signed me up was fired.On Monday I will send the equipment back.Please advise. Regards,[redacted] 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

We asked if they wanted their machine back in July 2016 since we weren't using them or it anymore.  They said: "[redacted]"   They have been charging us a fee every month since.  We just got a letter from a Collections agency charging us $100 on top of the $67.89 monthly non-use fee for keeping them out of our bank account (cancelled check fee, they call it).They need to stop charging us and cancel the collections notice.Bad, bad business and please feel free to make public.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We are sorry for any inconvenience you were caused.  I believe there was so miscommunication on our part.  Our first priority is always to give a good customer experience so therefore for your troubles we will be refunding you $495 back.  Unfortunately since the bank is blocked to us, we would need to send you a check.  We will be processing this asap.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

 First of all , the only thing this company is great in is not being truthful and running a dishonest business. there was no offer what's so ever for me to remain a customer for the final two months to get my refund  which is 3905.00 of a 3 year contract which I never agreed to. They clearly advertise with they're salespeople and  on their website that there are no commitments.no termination fee lowest rates free equipment all this false advertising. I would like to see that  original contract with my original 5 signatures with the original ink, if you do have it then it is fraudulent. Because I made sure I did not consent any termination fee nor any commitment with your sales rep Diana.I am not satisfied with this response they have had my business for 34 months and they have the audacity to charge me [redacted] for a termination fee after all that money they made off my business. In addition they  were clearly overcharging me from what we agreed on and that's why I changed the company due to your increase which give me the right anyway if I had a contract because your company violated it by over charging me with fraudulent charges.  I want a full refund 3905.00!
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We have resolved the issue with the merchant, and have issued a refund.  Thank you.

Hi I'm sorry you are experiencing some difficulty with your merchant account.  But after reviewing your account, and also speaking to your sales representative who has been in touch with you, we are unable to issue you the credit.  No credit is due to your account for any reasons noted on...

your account.  But, as a one time courtesy we would like to offer you a credit of $50.  Please accept this on behalf of Merchant Industry for being a loyal customer.Regards,Merchant Industry

[redacted], I am sorry you have not received your refund as of yet.  We are working to remedy this situation immediately.  Thank you for your patience.

To Whom It May Concern,After reviewing your concerns, we researched your account thoroughly and came up with the following conclusions and solutions.May, June, July, August, September was propoerly charged.  Then October and November we undercharged $45.  Then December and January we...

undercharged $45 but also billed $200 separately.  From that point on we never billed for wireless again but we charged a flat $200 for wireless service fee for 8 terminals times $25.Then First Data did not send a bill in Auugust so they double billed in September <that’s how it became 16 terminals> although you were only supposed to be charged for 4 always.Merchant had 4 terminals.The calculation was done adding the missing fees all the months and then removing the flat charges for the 8 terminals because you only had 4.There were two refunds already done to your account prior for overcharges.After all my calculations, there is a refund owed of $620 to correct all of the billing and refund for what we charged after the account was closed in June but the billing for mobile didn’t stop.The account has been closed already.  No other billing should occur. Please let me know what you think so that I may issue you a credit to your bank.

Hello, I'm sorry to hear you had an issue with a charge to your bank account for 455.55.  But, I have looked into this case for you and read the terms explicitly stated in the contract to which you have signed and unfortunately we are unable to refund you this money.  The charge was due to...

equipment that was not returned.  Though the flyer states free equipment, the equipment does not belong to the merchant.  The equipment is given with no cost at the time of signing up to be used while processing credit cards with our company.  Once the account becomes closed it is your responsibility to return the equipment.it is stated in the terms of the contract as such on page 4, "Client authorizes FDMS and Bank and their affiliates to debit Client’s designated bank account via Automated Clearing House (ACH) for costs associated with equipment hard ware, software and shipping."Unfortunately, since the equipment was not returned, we cannot refund you the $455.55.Please let me know if there are any further questions.

Ms. [redacted] moved into apartment 1407 on 11-11-2014. The incident where Ms. [redacted] statesshe was robbed at gunpoint did not occur at this community. Also, there were no reported records of drugdeals with dirty needles and homeless people digging through the trash cans found. The incident...

whichinvolved a shooting at Pecan Ridge on 7-24-2016 was domestic in nature and not a random act of crime.Ms. [redacted] Is lease expired on 9/30/2016. Ms. [redacted] had an opportunity to not renew and move outat that time. Ms. [redacted] chose to renew for another six-monht year term which became effective1 0/01 /2016 and expires 04/30/2017. (see attached front page of the renewed lease contract) Had Ms.[redacted] felt her life was in danger, it is unlikely she would have renewed.Ms. [redacted] did notify the office of a pit bull living at our community. Pit bulls are normally a restrictedanimal. However, this animal is a service animal and is therefore protected under the "Fair Housing Act."There were no reports of loud dogs or barking dogs report by Ms. [redacted] in her file.Review of the move-in inventory that Ms. [redacted] competed at move-in, (see attached), does not reflectthe apartment being dirty when she moved in.Review of the work orders listed for her apartment during her occupancy further reveals no work orders being turned in for an inoperable toilet. (see attached workorders). Upon move out, pictures were taken of Ms. [redacted] 1 s apartment. (see attached) There was one large bag of trash found left in her apartment that she was charged for the removal of.Ms. [redacted] stated she had not received a copy of her lease. Attached is an AcknowledgmentAddendum signed by Ms. [redacted] stating she had received a copy of her lease contract and alladdendums at move in. Pecan Ridge Apartments uses T AA Lease Contracts and forms. There is no buyoutclause on any of the Lease Contracts. Ms. [redacted] was charged initially for the lease term she wasresponsible for. When a new resident moved into the unit, a revised moved out statement was sent toreflect the rent due until the new resident moved in. (see attached statement).As a result of our investigation, the balance of $991.83 is correct and is still due by Ms[redacted]. Oncepayment of this balance is received by the collection agency, a $0 balance will be reflected on her credit report.Sincerely,MONTICELLO ASSET MANAGEMENT, INC.[redacted]Regional Property Supervisor[redacted]

Refund will be submitted this week.  The refund takes 72 hours to hit your account from the time it is submitted.  Thanks.

[redacted],I have investigated your claim thoroughly and have found your claims to be false.  Our company never received any form of a cancellation notice from you ever.  Our monthly fees that you were being charged are valid.  It is your responsibility to follow up if ever a...

cancellation request was made.  It is reasonable to say that you continued receiving monthly statements and debits from us after your claim of cancelling in writing, so therefore you could have followed up to find out why it was never done. Therefore we will not be able to offer you any refunds.Our sales representative you had spoken to, [redacted] had offered you a $250 credit in good faith if you decided to continue processing credit cards through our company.  I was informed that you had declined that offer.Also as far as equipment is concerned, once we receive equipment back, we will issue your a refund back for $695.Thank you,Merchant Industry

I am sorry you have had trouble with our company, but we have worked out a solution to refund you.  We hope that all your issues have been resolved.  Thank you for your input.

We are refunding your account 344.16 for fees charged to your account fro December, January and February.  We do see however that there is outstanding equipment in your possession which needs to be paid for.  I currently show a swiper and terminal in your possession which costs $100 and $495 respectively.  Please either pay us the money owed or return the equipment with your own mailing service, otherwise you may be placed in collections for unreturned equipment. The equipment must be in good working condition, with no physical damage to it.  You are currently in collections for fees unpaid to First Data which will be removed within 2 weeks.