Good Evening, The merchant is correct that our equipment provided did not work on their cell phone The type of cell phone being used by the merchant is the same type that is used by many of our merchants as this is part of the qualifying process to ensure we are able to successfully provide processing services.We initially agreed that it could possibly be our equipment causing the issue as again, the merchant's cell phone type is typically compatible.Due to this suspicion, we provided replacement equipment at no additional charge in an effort to resolve the situation.The replacement equipment would also not work which caused us to look further at the merchant's cell phone as the possible issue as again our equipment has no issues working with the same type of device for other merchants.We suggested the merchant run an update on their cell phone in an effort to further troubleshoot and get our equipment to work.The merchant claimed to have recently ran an update and refused to run any further updates.We offered additional equipment types as an alternative processing solution as we were, and still are, able to provide processing ability as per our agreement.In addition, we offered courtesy credits for months billed in an effort to retain the account.Once we have exhausted all troubleshooting options and the equipment still will not work then we are able to waive the account closure fee due to incompatibility but the merchant has not allowed us to do this.We are happy to continue working to resolve the merchant's issues and work towards getting them officially processing with us.The merchant declined our efforts and requested to cancel.The merchant has provided the required signed documentation but has failed to return our equipment.Upon return of our equipment as outlined at the original request to close the account, we will cancel the account per the merchant's requestThank you,True Payment Solutions
Good Evening, The original agreement was for an even swap of equipment but after learning that the equipment needed was not of equivalent value, the merchant was initially asked for assistance in covering the increased costWhen the merchant refused, and requested to cancel because the agreement was for free equipment, we agreed to honor and provide the necessary equipment in efforts to retain the account We wanted to ensure we were meeting our part of the agreement as the merchant mentioned and even offered refunds upon installation and processing along with a decreased contract term based on the merchant’s grievances We more than showed our willingness to work with the merchant and honor the agreed upon terms at time of sign up We met all requests the merchant had issues with but cancellation was still requested so we provided the full cancellation process The merchant has still not provided the necessary signed cancellation form in to close their account We are happy to still honor our commitment to provide processing services or also cancel the account per the merchant’s request and stop billing but must have the required document to do so Thank you, True Payment Solutions
Good Morning, We have spoken with the actual sales agent to get further details as to the initial proposal and account set up.The merchant did not have actual processor statements to provide at the time of sign up so the agent had to go off of bank statement deposits to provide as close to an accurate estimate as that limited information would allow.Based on the information provided and agreed upon, our effective rate did come in lower based on the estimate.The merchant was charged as was agreed upon at the time of sign up and signature of application.True Payment Solutions offers a price match guarantee to all existing merchants as a way to remain competitive and ensure the best possible value.The merchant never provided us with additional statements or proposals to do price match against.Per the merchant's request, their account has been cancelled and no account closure fee was assessed as per the original agreement at the time of sign upThank you,True Payment Solutions
Good Evening, We were able to speak directly with the merchant and come to an amicable resolution.The account has already been closed so no further charges will be assessed.In addition, we have agreed to refund monthly fees during which time merchant did not have a working terminal.While we regret that the situation escalated and our processing relationship has ended, we are pleased to be able to resolve the merchant's concerns and come to a mutual understanding leaving both parties feeling better overall.Thank you, True Payment Solutions
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because:because they did not close this in may I had to call again I believe june or and there representative agreed with me and refunded the but the also cancelled that day but charged me instead of again there hood of not following thru accurately therefore they owe me refind nown once again this company is a crooked and greedy companyI will be calling tomorrow for my refund still jerks as far as I am concerned boy when you sign up with them you are there best friend my agent I had asked if there were any contracts and she said no liars all of them need a refund or I will not go away have contacted several Kansas city attorneys and may proceed with civil action if not fixed in days [redacted] r [redacted] Regards, [redacted]
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me as long as they follow through with the full refund Regards, [redacted]
Good Afternoon,We attempted to reach the merchant multiple times in Nov, Dec, Jan and Feb on the contact number provided at the time of application to advise that equipment had been shipped to the address provided on original application and to help walk through set up/activation process.All calls were unanswered and messages left were unreturned.The merchant contacted us in April wanting to know how to cancel services.At that time, the cancellation process was explained including the need for a signed letter of cancellation in order to stop charges and close account The merchant responded to the information provided with a NO then disconnected the call.We attempted to call the merchant back to ensure complete understanding but call was answered then immediately hung up again.Continued efforts were made with no answers or return calls.In July, we reached out to again to attempt to help with the installation process and were advised by merchant that he was upset because he never received equipment.Advised we would research and follow up but upon our return calls, we received no answer or return call from the messages we left.We did not hear from the merchant again until December when again he requested to cancel and was advised of the cancellation process.Merchant has since returned signed letter of cancellation and we are able to move forward with the cancellation process.We have attempted to reach the merchant almost daily since this complaint was filed but have received no answer or return to our messages left.While we hoped we would have the opportunity to discuss the details of the merchant's complaint more in depth, we also do not wish to prolong the situation or cause additional billing to the merchant's account.No refunds will be issued due to the multiple attempts we have made to contact the merchant to both assist with processing and even ensure proper cancellation but all attempts were unanswered.Due to no actual processing occurring and as a courtesy, we will expedite the cancellation and waive the ETF.The merchant will receive one final bill for the month of December as we did not actually receive the appropriate cancellation form until then but we will not charge the standard final day billing period thus waiving what would normally be a January bill as well as not assess the standard cancellation fee.While we regret that we were unable to provide processing solutions for the merchant we do wish to end the business relationship as positively as we can given the circumstances.Thank you,True Payment Solutions
Good Afternoon, As mentioned in our previous response, we placed the account on a temporary hold per the merchant’s direction and explained that it would pause MONTHLY billing.As outlined on the original application signed at the time of set up, the annual fee is a separate charge and even with no processing, is assessed if the account remains open in our systemThough a valid fee, as an additional courtesy we will meet the merchant half way on the annual fee as a good faith effort to get this complaint resolvedAgain, the merchant’s account was already closed and the standard final billing period expedited so no additional fees were or will be assessedThank you,True Payment Solutions
Good Afternoon, We have spoken briefly with the merchant to clear up confusion around First Data/respective companies to ensure merchant’s understanding that we are an independent organization and absolutely still in business In addition, we were able to get the phone number corrected on the merchant’s receipts Due to timing conflicts, we have been unable to talk more in depth in regards to merchants other questions/concerns but will continue to be in touch and work towards a resolution Thank you, True Payment Solutions
Good Morning,We have finally been able to make contact with the merchant and have come to an amicable resolutionThe misunderstanding with the annual fee has been resolved and we have made changes to the account set up to ensure the merchant's full agreement and understanding of how she will be billed going forwardWe were able to work together and will be able to continue the processing agreement to the merchant's satisfactionThank you,True Payment Solutions
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me if I have understood them correctly.Just to make sure there are no further misunderstandings, my interpretation of this response is that TPS is agreeing to refund the $equipment lease fee and to end the contract without charging the early termination fee I would like to be advised how to complete the cancellation process as soon as possible so that no further charges are incurred and how to return the equipment to them Regards, [redacted] ***
Good Morning, While we did go to the business location on April to attempt install and attempted to retain multiple times after, the merchant is correct that they we were never able to actually install.For this reason we offered to waive the cancellation fee as a courtesy and due to merchant not receiving the referenced refund In addition, we offered to honor the original date of the cancellation request if merchant was able to provide confirmation of original date sent.We still have not received the necessary documentation to cancel the merchant's account and stop further charges from accruing.Once the merchant provides the required information, we are happy to close their account as we want to end things as amicably as possible.While we regret the processing relationship did not work out, we do want to show our willingness to work towards a resolutionThank you,True Payment Solutions
Good Evening, The merchant was advised of the cancellation process that included the standard final billing period initially back in October.At that time both the letter of cancellation was provided in addition to return equipment instructions.The merchant did not provide the required letter of cancellation until January 3.Our equipment has yet to be returned.While we regret the merchant has decided to cancel services, we are happy to honor their request for cancellation.As a courtesy, we will provide an expedited final billing period upon receipt of the necessary equipmentThank you,True Payment Solutions
Good afternoon, The merchant was successfully installed at the beginning of October per their request and our technician ensured the equipment was fully functional by running test transactions prior to leaving per our process Shortly after, the merchant advised that they weren’t happy with the equipment due to the process to run a chip transaction was not as easy as they preferred so they unplugged the equipment We attempted to reach the merchant upwards of 30+ times over the next few months to address their concernsWe left multiple messages both with employees and on voicemail or were told the merchant was busy and would call back We did at one point speak with the business owner’s daughter and explained that we were more than happy to walk through the transaction process again and explained why the process took a bit longerWe explained that the new mandatory chip technology did require a bit more time but ensured that they were processing as safely and securely as possible in addition to preventing their chances for potential chargebacks The merchant’s daughter agreed to allow us the opportunity to further train and asked that we call back when they had more time to go through the process Again, our attempts there after went unanswered In January, we finally spoke with the merchant at which time they requested to cancel and the full cancellation process was explained which included the need for a signed cancellation form in addition to the equipment needing to be returned We attempted again to retain the account by offering additional training and refunds of monthly fees once began processing but all efforts were declined We reminded of the contract signed at time of application and that they have had processing ability the entire time but refused our efforts for further assistance so the standard account closure fees would apply We made additional attempts by phone and email through February and March to reach merchant to advise that we were still waiting to receive required equipment but our attempts were again unanswered We finally received equipment at the end of March/beginning of April and immediately cancelled the merchant’s accountAs a courtesy, we expedited the standard final billing period and all additional charges have already been stopped Thank you, True Payment Solutions
Good Evening,We have attempted to reach out to merchant to discuss details of complaint more in depth but all calls have been unanswered and we have not received any return calls.In reference to hidden fees merchant is referring to...all fees were clearly disclosed on original application that merchant signed at time of sign up.We did receive forms back from merchant giving their approval to remove some of the optional fees/features but received after the month/billing cycle had already started so that's why they saw the charges one last time for the month of December.We have confirmed that additional fees/features have been removed and future billing will not occur.In reference to the hold on funds merchant is referring to...they are correct.They did have a temporary hold but for a transaction that was over $1500, not $as we do understand that a jewelry store would commonly have transactions over the $amount.For excessively high transactions, we will take an extra day or two to confirm the funds/transaction is valid prior to releasing the funds into a merchant's bank account.This is a safeguard put in place for the merchant's protection to ensure they don't run a higher risk of potential charge backs to which they would be responsible for.We were unaware of the merchant's request to stop services with us until this complaint was logged.We continue to be willing to work with the merchant towards a resolution that maintains the processing relationship while making the merchant feel comfortable with their initial choice of signing up with us.We will continue to reach out to merchant in an effort to ensure all merchant's issues/concerns are addressed and we are able to move forward amicably.Thank you,True Payment Solutions
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11307619, and find that this resolution is satisfactory to me Regards, [redacted]
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 eitherWe 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 cancellationWe 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 cancellationThe 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 chargesWe 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 documentationIn addition, we will refund the $referenced as merchant is correct that we did not provide equipment paid for due to merchant refusing installationThank 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 companyWe 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 cancellation process to ensure no further billing as a courtesy and as a sign of good faith to show our willingness to work with themThough 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 courtesyThe $that the merchant is referring to is their cancellation fee due to cancelling prior to the end of their contract termAs stated on our contract and for all our standard three-year agreements, the cancellation fee is $if the account is cancelled within the first year of service It then drops to $if cancelled within the second year and $if cancelled within the third year prior to the contract fulfillment dateThe merchant started services with us in December thus making their cancellation fee $as they have not entered their third year of service to reduce the fee Thank you, True Payment Solutions
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Just today I received the paperwork from the [redacted] Appraisal District which the company requested as verification that I had closed my businessIt took time to get this paperwork and I will be sending it to them via scan/email as requested by the company along with my signature and a request of cancellation as of 6/9/tomorrowThey did offer the refund but I still refuse to pay early termination fees, because [redacted] [redacted] the Merchant Services Consultant, whom I spoke to failed to mention monthly fees that would be directly withdrawn from my bank accountShe said the cancelled check was for deposit purposes an failed to mention monthly withdrawals from my bank accountI feel that I have been misled and misinformed and I signed the paperwork under pretensesI have no desire to continue to do business with a company that has misled meI have uninstalled their app from my phone, have refused to use it even once, and would like to send back the app they left with meAs of tomorrow, I will send them the paperwork they requested to continue my cancellation process Regards, [redacted]
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 fileThank you,True Payment Solutions
Good Evening, The merchant is correct that our equipment provided did not work on their cell phone The type of cell phone being used by the merchant is the same type that is used by many of our merchants as this is part of the qualifying process to ensure we are able to successfully provide processing services.We initially agreed that it could possibly be our equipment causing the issue as again, the merchant's cell phone type is typically compatible.Due to this suspicion, we provided replacement equipment at no additional charge in an effort to resolve the situation.The replacement equipment would also not work which caused us to look further at the merchant's cell phone as the possible issue as again our equipment has no issues working with the same type of device for other merchants.We suggested the merchant run an update on their cell phone in an effort to further troubleshoot and get our equipment to work.The merchant claimed to have recently ran an update and refused to run any further updates.We offered additional equipment types as an alternative processing solution as we were, and still are, able to provide processing ability as per our agreement.In addition, we offered courtesy credits for months billed in an effort to retain the account.Once we have exhausted all troubleshooting options and the equipment still will not work then we are able to waive the account closure fee due to incompatibility but the merchant has not allowed us to do this.We are happy to continue working to resolve the merchant's issues and work towards getting them officially processing with us.The merchant declined our efforts and requested to cancel.The merchant has provided the required signed documentation but has failed to return our equipment.Upon return of our equipment as outlined at the original request to close the account, we will cancel the account per the merchant's requestThank you,True Payment Solutions
Good Evening, The original agreement was for an even swap of equipment but after learning that the equipment needed was not of equivalent value, the merchant was initially asked for assistance in covering the increased costWhen the merchant refused, and requested to cancel because the agreement was for free equipment, we agreed to honor and provide the necessary equipment in efforts to retain the account We wanted to ensure we were meeting our part of the agreement as the merchant mentioned and even offered refunds upon installation and processing along with a decreased contract term based on the merchant’s grievances We more than showed our willingness to work with the merchant and honor the agreed upon terms at time of sign up We met all requests the merchant had issues with but cancellation was still requested so we provided the full cancellation process The merchant has still not provided the necessary signed cancellation form in to close their account We are happy to still honor our commitment to provide processing services or also cancel the account per the merchant’s request and stop billing but must have the required document to do so Thank you, True Payment Solutions
Good Morning, We have spoken with the actual sales agent to get further details as to the initial proposal and account set up.The merchant did not have actual processor statements to provide at the time of sign up so the agent had to go off of bank statement deposits to provide as close to an accurate estimate as that limited information would allow.Based on the information provided and agreed upon, our effective rate did come in lower based on the estimate.The merchant was charged as was agreed upon at the time of sign up and signature of application.True Payment Solutions offers a price match guarantee to all existing merchants as a way to remain competitive and ensure the best possible value.The merchant never provided us with additional statements or proposals to do price match against.Per the merchant's request, their account has been cancelled and no account closure fee was assessed as per the original agreement at the time of sign upThank you,True Payment Solutions
Good Evening, We were able to speak directly with the merchant and come to an amicable resolution.The account has already been closed so no further charges will be assessed.In addition, we have agreed to refund monthly fees during which time merchant did not have a working terminal.While we regret that the situation escalated and our processing relationship has ended, we are pleased to be able to resolve the merchant's concerns and come to a mutual understanding leaving both parties feeling better overall.Thank you, True Payment Solutions
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because:because they did not close this in may I had to call again I believe june or and there representative agreed with me and refunded the but the also cancelled that day but charged me instead of again there hood of not following thru accurately therefore they owe me refind nown once again this company is a crooked and greedy companyI will be calling tomorrow for my refund still jerks as far as I am concerned boy when you sign up with them you are there best friend my agent I had asked if there were any contracts and she said no liars all of them need a refund or I will not go away have contacted several Kansas city attorneys and may proceed with civil action if not fixed in days [redacted] r [redacted] Regards, [redacted]
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me as long as they follow through with the full refund Regards, [redacted]
Good Afternoon,We attempted to reach the merchant multiple times in Nov, Dec, Jan and Feb on the contact number provided at the time of application to advise that equipment had been shipped to the address provided on original application and to help walk through set up/activation process.All calls were unanswered and messages left were unreturned.The merchant contacted us in April wanting to know how to cancel services.At that time, the cancellation process was explained including the need for a signed letter of cancellation in order to stop charges and close account The merchant responded to the information provided with a NO then disconnected the call.We attempted to call the merchant back to ensure complete understanding but call was answered then immediately hung up again.Continued efforts were made with no answers or return calls.In July, we reached out to again to attempt to help with the installation process and were advised by merchant that he was upset because he never received equipment.Advised we would research and follow up but upon our return calls, we received no answer or return call from the messages we left.We did not hear from the merchant again until December when again he requested to cancel and was advised of the cancellation process.Merchant has since returned signed letter of cancellation and we are able to move forward with the cancellation process.We have attempted to reach the merchant almost daily since this complaint was filed but have received no answer or return to our messages left.While we hoped we would have the opportunity to discuss the details of the merchant's complaint more in depth, we also do not wish to prolong the situation or cause additional billing to the merchant's account.No refunds will be issued due to the multiple attempts we have made to contact the merchant to both assist with processing and even ensure proper cancellation but all attempts were unanswered.Due to no actual processing occurring and as a courtesy, we will expedite the cancellation and waive the ETF.The merchant will receive one final bill for the month of December as we did not actually receive the appropriate cancellation form until then but we will not charge the standard final day billing period thus waiving what would normally be a January bill as well as not assess the standard cancellation fee.While we regret that we were unable to provide processing solutions for the merchant we do wish to end the business relationship as positively as we can given the circumstances.Thank you,True Payment Solutions
Good Afternoon, As mentioned in our previous response, we placed the account on a temporary hold per the merchant’s direction and explained that it would pause MONTHLY billing.As outlined on the original application signed at the time of set up, the annual fee is a separate charge and even with no processing, is assessed if the account remains open in our systemThough a valid fee, as an additional courtesy we will meet the merchant half way on the annual fee as a good faith effort to get this complaint resolvedAgain, the merchant’s account was already closed and the standard final billing period expedited so no additional fees were or will be assessedThank you,True Payment Solutions
Good Afternoon, We have spoken briefly with the merchant to clear up confusion around First Data/respective companies to ensure merchant’s understanding that we are an independent organization and absolutely still in business In addition, we were able to get the phone number corrected on the merchant’s receipts Due to timing conflicts, we have been unable to talk more in depth in regards to merchants other questions/concerns but will continue to be in touch and work towards a resolution Thank you, True Payment Solutions
Good Morning,We have finally been able to make contact with the merchant and have come to an amicable resolutionThe misunderstanding with the annual fee has been resolved and we have made changes to the account set up to ensure the merchant's full agreement and understanding of how she will be billed going forwardWe were able to work together and will be able to continue the processing agreement to the merchant's satisfactionThank you,True Payment Solutions
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me if I have understood them correctly.Just to make sure there are no further misunderstandings, my interpretation of this response is that TPS is agreeing to refund the $equipment lease fee and to end the contract without charging the early termination fee I would like to be advised how to complete the cancellation process as soon as possible so that no further charges are incurred and how to return the equipment to them Regards, [redacted] ***
Good Morning, While we did go to the business location on April to attempt install and attempted to retain multiple times after, the merchant is correct that they we were never able to actually install.For this reason we offered to waive the cancellation fee as a courtesy and due to merchant not receiving the referenced refund In addition, we offered to honor the original date of the cancellation request if merchant was able to provide confirmation of original date sent.We still have not received the necessary documentation to cancel the merchant's account and stop further charges from accruing.Once the merchant provides the required information, we are happy to close their account as we want to end things as amicably as possible.While we regret the processing relationship did not work out, we do want to show our willingness to work towards a resolutionThank you,True Payment Solutions
Good Evening, The merchant was advised of the cancellation process that included the standard final billing period initially back in October.At that time both the letter of cancellation was provided in addition to return equipment instructions.The merchant did not provide the required letter of cancellation until January 3.Our equipment has yet to be returned.While we regret the merchant has decided to cancel services, we are happy to honor their request for cancellation.As a courtesy, we will provide an expedited final billing period upon receipt of the necessary equipmentThank you,True Payment Solutions
Good afternoon, The merchant was successfully installed at the beginning of October per their request and our technician ensured the equipment was fully functional by running test transactions prior to leaving per our process Shortly after, the merchant advised that they weren’t happy with the equipment due to the process to run a chip transaction was not as easy as they preferred so they unplugged the equipment We attempted to reach the merchant upwards of 30+ times over the next few months to address their concernsWe left multiple messages both with employees and on voicemail or were told the merchant was busy and would call back We did at one point speak with the business owner’s daughter and explained that we were more than happy to walk through the transaction process again and explained why the process took a bit longerWe explained that the new mandatory chip technology did require a bit more time but ensured that they were processing as safely and securely as possible in addition to preventing their chances for potential chargebacks The merchant’s daughter agreed to allow us the opportunity to further train and asked that we call back when they had more time to go through the process Again, our attempts there after went unanswered In January, we finally spoke with the merchant at which time they requested to cancel and the full cancellation process was explained which included the need for a signed cancellation form in addition to the equipment needing to be returned We attempted again to retain the account by offering additional training and refunds of monthly fees once began processing but all efforts were declined We reminded of the contract signed at time of application and that they have had processing ability the entire time but refused our efforts for further assistance so the standard account closure fees would apply We made additional attempts by phone and email through February and March to reach merchant to advise that we were still waiting to receive required equipment but our attempts were again unanswered We finally received equipment at the end of March/beginning of April and immediately cancelled the merchant’s accountAs a courtesy, we expedited the standard final billing period and all additional charges have already been stopped Thank you, True Payment Solutions
Good Evening,We have attempted to reach out to merchant to discuss details of complaint more in depth but all calls have been unanswered and we have not received any return calls.In reference to hidden fees merchant is referring to...all fees were clearly disclosed on original application that merchant signed at time of sign up.We did receive forms back from merchant giving their approval to remove some of the optional fees/features but received after the month/billing cycle had already started so that's why they saw the charges one last time for the month of December.We have confirmed that additional fees/features have been removed and future billing will not occur.In reference to the hold on funds merchant is referring to...they are correct.They did have a temporary hold but for a transaction that was over $1500, not $as we do understand that a jewelry store would commonly have transactions over the $amount.For excessively high transactions, we will take an extra day or two to confirm the funds/transaction is valid prior to releasing the funds into a merchant's bank account.This is a safeguard put in place for the merchant's protection to ensure they don't run a higher risk of potential charge backs to which they would be responsible for.We were unaware of the merchant's request to stop services with us until this complaint was logged.We continue to be willing to work with the merchant towards a resolution that maintains the processing relationship while making the merchant feel comfortable with their initial choice of signing up with us.We will continue to reach out to merchant in an effort to ensure all merchant's issues/concerns are addressed and we are able to move forward amicably.Thank you,True Payment Solutions
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11307619, and find that this resolution is satisfactory to me Regards, [redacted]
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 eitherWe 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 cancellationWe 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 cancellationThe 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 chargesWe 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 documentationIn addition, we will refund the $referenced as merchant is correct that we did not provide equipment paid for due to merchant refusing installationThank 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 companyWe 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 cancellation process to ensure no further billing as a courtesy and as a sign of good faith to show our willingness to work with themThough 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 courtesyThe $that the merchant is referring to is their cancellation fee due to cancelling prior to the end of their contract termAs stated on our contract and for all our standard three-year agreements, the cancellation fee is $if the account is cancelled within the first year of service It then drops to $if cancelled within the second year and $if cancelled within the third year prior to the contract fulfillment dateThe merchant started services with us in December thus making their cancellation fee $as they have not entered their third year of service to reduce the fee Thank you, True Payment Solutions
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Just today I received the paperwork from the [redacted] Appraisal District which the company requested as verification that I had closed my businessIt took time to get this paperwork and I will be sending it to them via scan/email as requested by the company along with my signature and a request of cancellation as of 6/9/tomorrowThey did offer the refund but I still refuse to pay early termination fees, because [redacted] [redacted] the Merchant Services Consultant, whom I spoke to failed to mention monthly fees that would be directly withdrawn from my bank accountShe said the cancelled check was for deposit purposes an failed to mention monthly withdrawals from my bank accountI feel that I have been misled and misinformed and I signed the paperwork under pretensesI have no desire to continue to do business with a company that has misled meI have uninstalled their app from my phone, have refused to use it even once, and would like to send back the app they left with meAs of tomorrow, I will send them the paperwork they requested to continue my cancellation process Regards, [redacted]
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 fileThank you,True Payment Solutions