Good Evening, The merchant initially sent in an unsigned letter requesting cancellation of their accountWe immediately reached out to the merchant after receiving their letter to gather more information regarding their request to cancel and attempted to retain their businessOur efforts were declined so we advised of our standard cancellation processWe advised of the cancellation fee due and the early termination fee reimbursementThe 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 outBoth fees are charged if the initial year term is not metAdditionally, 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 accountThe merchant did provide the signed letter but has yet to return our equipmentWe 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 receivedWe have made a special accommodation to this standard process and the merchant’s account has been closedDue to the complete closure of the account, the required account closure fees were chargedThe merchant will not be assessed any further account fees as previously mentioned, their account has been completely closedWe 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
[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 Complaint: [redacted] I am rejecting this response because: I was refunded some of my funds that were taken out by mistakeToday my last month fees were taken out and I had additional charges of taken out with no other explanation except bank card I have tried calling this company times today and sent emails and still no return phone call or emailAll my issues are not resolved with this company Regards, [redacted]
Good Afternoon,The merchant signed and agreed to process for a period of months when she initially joined True Payment Solutions at the end of July.Though not excessively, the merchant did actively process and receive successful deposits from processing with us as we were able to successfully provide the services we agreed upon.We spoke with the merchant multiple times in August in reference to the merchant requesting to cancel as they mentioned they wanted to go to another processor.Our retention efforts were declined so we advised of the cancellation process that included the requirement of a signed LOC to stop any further charges.The merchant did advise us that she didn't care if we tried to bill her as she was going to close her bank account and we wouldn't be able to charge her anything additional.Tried explaining the cancellation process again but our efforts continued to be denied.The merchant spoke with us again at the beginning of September to confirm she had received her deposits and was reminded again of the cancellation process.We did not hear from merchant again until this complaint was filed.Upon our additional attempts to reach out , our calls are routed directly to voicemail and our messages are not returned.Merchant is responsible for any outstanding balances due to closing their bank account on file but we have reduced their cancellation to $instead of the standard $due to the circumstances surrounding their account.Due to inactivity and non payment due to the merchant closing their bank account, their processing account has been closed and no further charges will incur.We will continue to attempt to reach the merchant to advise of this information verbally but can assure that continued charges will not be assessed in the event we remain unable to speak with them directly.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 entered into an agreement for True Payment Solutions to convert their existing Point of Sale system and software with a special agreement that if we were unable to complete the conversion due to incompatibility on our end, the merchant would not be held responsible for the standard early termination fee.The application fees are separate from the above mentioned contract terms and special agreement.We agreed to refund the application fee IF we were unable to provide services.While we are able to successfully convert the merchant's POS system, there are additional fees associated with the conversion that would not provide the most value to the merchant as their monthly fees would increase.True Payment Solutions wants to ensure our merchant's are in a better place by switching to us so have agreed to cancelling the merchant's accounts without penalty even though we are able to successfully meet our commitment of converting their system.The merchant's applications were successfully processed and accounts created in our system which generated the application fees to be assessed.While we would not normally refund these fees if an account is successfully boarded in our system, as an additional courtesy we will refund half of the amount charged as a sign of good faith and to show our willingness to work with the merchant and close their complaintThank you,True Payment Solutions
Good Afternoon,The merchant is correct that EBT was not initially set up at the time of application. Upon the merchant calling us to advise of their need, we immediately started working to add the capability as we understood the importance for the merchant's business.When discussing the set up,
we advised the merchant of our standard rate which he stated that his current rate was much lower and he wanted to cancel as he was not willing to pay the increased fee. In an effort to retain the account, we agreed to match the merchant's current rate.The merchant declined this offer and still requested to cancel. Our cancellation process was explained and we have received the required documentation.The merchant disputes the early termination fee but because we are able to provide a valid solution, the original month agreement still applies. We are still more than happy to work with the merchant and would like to do what we can to get them processing with us, which includes drastically lowering our standard rates but the merchant has refused all retention efforts. While we regret that the merchant has chosen to end the business relationship, we will of course honor their request to cancel and as explained to the merchant, the standard cancellation process applies. Thank you,True Payment Solutions
Good Afternoon,We spoke with the merchant in November, advised of the cancellation process and emailed the required letter of cancellation.We did not receive back or hear anything additional until February 9th when the merchant called in and was advised again of the cancellation process which
requires the signed letter of cancellation and a final billing period that is a minimum of days.The merchant expressed their understanding of this and sent in their letter of cancellation on February 10th.The final billing period went in to the month of March which caused one last bill to generate.The account has already been cancelled and no further billing will occur.In addition, the merchant was not charged an Early Termination Fee.We have been able to speak with the merchant directly to advise of this information.We will be sending a copy of the merchant's original agreement and a letter recapping that there will be no further billing as of April per the merchant's request.The merchant provided his agreement that no further action is needed beyond this.Thank you,True Payment Solutions
Good Afternoon, The first time we spoke with the merchant about cancellation was last month on August 16th The merchant called in upset requesting to speak with a supervisor because their account was still open when their partner had requested cancellation previously.We explained that
because they had two separate accounts, two separate requests and signed cancellation letters must be received.We received the required signed cancellation form on August 18th and the merchant's account has already been fully cancelled and all charges stopped. The merchant requested refunds for previous months billed but we explained that no refunds were due as we had no request for cancellation so that's why the account remained open but as a courtesy we would expedite the cancellation process to prevent the standard final billing period for September.The final charges they received were for August as we received the required documents in the middle of the month so were unable to stop billing for August but ensured that September fees will not be charged so the merchant will receive no further fees from TPS. Again, the account is fully closed in our system and all charges stopped. 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: ***
I am rejecting this response because: I will accept the refund in full for the application feeI also want the fees that the company has fraudulently drafted from my checking account for some unknown reason after I filed this complaint with the Revdex.comI want a letter stating that the company will not draft any more fees from my accountThey have never provided me any services or goods of any kind.
Regards,
Chris ***
Good Afternoon, We have been able to speak with the merchant and clear up the confusion around the mentioned charges. The merchant was able to confirm with their bank that the charges did not come from us but rather another company. We are continuing to work with/for the merchant to provide their processing needs. Thank you,True Payment Solutions
Good Evening, The merchant signed up for both processing services and a POS equipment lease.Due to credit history, the lease agreement was declined by two of our vendors.We spoke with the merchant early April to advise that we were still looking into available options and would follow up once
we had additional information.In an effort to provide both processing services and the equipment requested, we made special arrangements to provide an in house lease option to accommodate the merchants needs and followed up mid April to advise.At this time, we spoke with the listed owner and gained their agreement for this option. Shortly after, the listed owners spouse called saying that they did not want to move forward with either the processing or the equipment and requested cancellation.We explained that an agreement was signed and we were still able to provide what they had intially requested but our offers were declined.We did advise of the standard cancellation process and explained that we would need to confirm the cancellation request with the listed owner.We sent the cancellation letter per their request and attempted to reach the listed owner by phone but were unable to make contact.We have still yet to receive the required cancellation form or any additional calls from the merchants. We will attempt to reach the merchants again to resend the cancellation letter and further discuss the cancellation process as we want to work towards an amicable resolution. Thank you,True Payment Solutions
Good Evening,The merchant is correct that they did not have processing capabilities due to terminal issues during the month of September.Our attempts to resolve the issue over the phone were unsuccessful.The merchant regained processing abilities in October as they agreed to have us send them a
mobile processing device in place of the standard terminal they were using previously.We spoke multiple times in the beginning of the month and attempted follow up at the end of the month to confirm merchant had no further questions but did not receive any return calls.In November, we spoke again and the merchant stated they were not satisfied with the mobile device option so we agreed to send another stand alone terminal to meet the merchant's processing needs.The merchant received the new equipment at the beginning of December and began processing again.We agreed to refund full bill amounts for the months of September and November due to the merchant not having processing abilities and as a courtesy in an effort to retain the account.This was agreed upon by merchant prior to them releasing the stop payment hold they had placed on their bank account.In addition, the merchant has already received their $Early Termination Free Reimbursement for the amount they were assessed by their previous processor per the original agreement made at the time of sign up.Per our last conversations with the merchant prior to this complaint, the merchant had agreed upon and was satisfied with both the resolution we offered in addition to agreeing to continue processing with us.We continue to be able to provide processing capabilities for the merchant with equipment that is fully functional and still in the merchant's possession.Thank you,True Payment Solutions
Good Evening, Our price match guarantee does not include refunding for past fees but rather matching rates of a competing processor for those merchants that are still actively processing with us. The price match guarantee requires that a proposal or competing processor statement is provided for a rate comparison to be conducted and rate change if/when applicable Again, this does not include refunds but rather guarantees a rate change to match competitors rates if they are lower than our rates currently in place Per account memos, we did discuss this with the merchant and requested they send in the competitors rates but this was never provided so the rates remained the same The merchant continued processing after this initial conversation until the request for cancellation was made many months later There was additional contact in between for various needs with their terminal and general account requests but nothing further in regards to rate comparisons. The merchant's account has been cancelled per their request with no account closure fees as outlined in their original signed application The same signed appliaction that outlined the rates they were set up with and charged for. We regret that we were unable to continue the processing relationship but are unable to match rates on an account that is no longer active with us.Should the merchant wish to re-instate their processing account, we are happy to review their rates in comparison to a competing processor and match those rates if needed just as we do with all existing merchants. Thank you,True Payment Solutions
Good Morning,We have spoken with the merchant and come to an amicable resolution.We have agreed to provide a refund for the last days of non-compliance fees as a courtesy to the merchant as we want to show our understanding and willingness to work with our merchants In addition, we have
ensured the merchant’s compliance status is now current and that we have the appropriate email address on file so merchant may receive renewal notices appropriately. Per our discussion, we will also ensure the appropriate conversations take place with our agent(s) to potentially avoid these types of issues from happening again. We appreciate the merchant’s feedback, willingness to work with us and continued business. 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: ***
I am rejecting this response because:
I have an email that the scan was done.
Regards,
*** ***
Good Evening,We received a call for request of cancellation early May at which time we provided the full cancellation process and emailed the required cancellation form per the merchant's request.We have no record of receiving the signed cancellation form back until we spoke with the merchant again
at the end of May at which time they did return the required form.The merchant called at the beginning of June after being billed May fees requesting a refund claiming that they had sent their cancellation letter at the beginning of May.We explained the final billing period and that May fees were valid Additionally, since we didn't show receipt of the cancellation letter until the end of May, June fees would also apply. We offered to honor the original early May date of receipt if merchant could provide proof of being sent but merchant refused.To not further escalate the issue and show our willingness to work with the merchant, we agreed to expedite the standard cancellation process, immediately cancel the account and waive June billing even without further proof being provided.The merchant still filed this complaint due to us not agreeing to refund May fees.As explained to the merchant, final billing is standard for all accounts and we have already cancelled the account without further billing. Thank you,True Payment Solutions
Good Evening,We have tried reaching out everyday since this complaint was logged but continue to be unsuccessful in our attempts We had hoped to speak directly with the merchant prior to responding to this complaint.Multiple calls and messages have been left advising of our intent to work
towards a resolution but we have not received a return call.Our agents are thoroughly trained and understand all details of the contract along with the necessary information that is discussed during the initial application process.These details are discussed with all merchants at the time of sign up.As an additional reiteration, all merchant's are provided with a paper application that clearly outlines all fees that may or may not be assessed to which they must sign and initial to show their understanding and agreement of proposed information.There were even deductions to standard account fees made for this individual merchant as a way to ensure their account was better tailored to their business. Attached is a copy of the original application, signed by the merchant, that shows where the agent agreed to reduce, lower or even remove standard account fees.The application and set up fee was first drastically reduced then completely waived in an effort to appease merchant's concerns.In addition, the standard monthly minimum was reduced and additional standard monthly fees were removed to ensure the merchant wasn't assessed those fees.These are all details that would have been discussed in depth at time of application and only waived if a merchant expressed their dissatisfaction of the fee.The early termination fee is clearly outlined on this same application as well.A voided check is required at time of application that serves as permission to both credit and debit the merchant's account provided for all applicable fees.The merchant called in early May with questions around her contract details and requesting to cancel At that time, the merchant was re-educated on original application details and advised of the cancellation process that requires written notification of their intent to cancel.We never received written request so the account remained open.The merchant did reach out by email as well.Attempts were made by both agent and customer service to reach the merchant but there was no answer or return calls.The merchant did call again in early June stating that she was closing her business and requesting again to cancel her account.At that time she continued to express her dissatisfaction about the monthly fees to which we issued a full refund of May's charges as a way to provide customer satisfaction.We also offered to put her account on a temporary hold in the event she was to be reopening her business.The merchant declined this offer saying that it was a permanent closure.Merchant was advised again of the cancellation process but was offered a reduced cancellation fee with proof of business closure as a sign of good faith.As the merchant was advised, the account will remain open until we receive the signed letter of cancellation.We have yet to receive the necessary documentation to close the account and stop charges.While we would prefer to continue providing processing solutions for the merchant per our original agreement, we also want to end things as amicably as possible.We have tried to reach the merchant multiple times both before, during and after this complaint was logged.In addition, we have been willing to work with the merchant by offering reduced rates, issuing refunds and lowering standard cancellation fees due to current circumstances.Thank you,True Payment Solutions
Good Evening, The Payment Card Industry Data Security Standard is a set of requirements designed to ensure that all businesses that process credit card information maintain a secure environment. Once PCI compliance is established, a merchant is considered compliant for year. If a
merchant’s processing system has any internet connectivity, a network security scan is required. This scan identifies vulnerabilities that could be used by hackers to target the company’s private network. The business owner is responsible for ensuring their continued compliance status though we provide them with the tools needed to fulfill PCI compliance mandates.All TPS merchants are automatically enrolled in ControlScan’s program, an approved scanning vendor by the payment card industry.This enrollment provides full access to the required self-assessment questionnaire, system scanning services and full support to include real time compliance status details. The merchant completed the required questionnaire but failed to complete the scanning process prior to their yearly annual renewal date which caused them to be charged non-compliance fees. This is a system generated process and the additional fees can only be prevented by the merchant completing the entire process. These fees are outlined on the original application and are additionally shown on the merchant’s monthly bill when applicable as an additional reminder of the requirement if the merchant fails to complete the process. We have not charged any hidden fees and the merchant has full access to their account details so this would not warrant a waiver of the standard early termination fees. We are happy to further assist with the compliance process and additionally offered to call the merchant yearly to provide an additional reminder of the required renewal to prevent future issues though the standard process is completed through email communication directly from ControlScan. Thank you,True Payment Solutions
Good Evening, The merchant was able to provide valid proof of the appropriate cancellation form sent so we agreed to honor the original date.We waived the standard early termination fee due to the continued charges merchant received and agreed upon a refund of the difference in charges.The
merchant's bank account had initially been closed but has since been reopened per the information we were provided so the appropriate refunds will be issued per the original agreement made. Thank you,True Payment Solutions
Good Evening, Attached is the recorded phone conversation when we called out to the merchant to advise that we had made special arrangements after their initial denial to still provide the requested POS system The recording also shows that the merchant agreed to the installation and to move forward with services. It was after this conversation that the merchant's wife called back requesting cancellation stating they had already purchased another system which was not mentioned in our previous call with the owner. We have not received any follow up calls from the merchant in regards to the required cancellation.Additionally, we mailed the cancellation by standard mail to the address on file but have yet to receive anything back We have also tried again to contact the merchant by phone but our calls have gone unanswered and no return calls. While we would like to salvage the relationship, we also want to honor the merchant's request to cancel if that is their wish.We are however unable to close the account without the necessary documentation. We will continue to try and reach the merchant and/or wait for the required cancellation form. As an additional courtesy, we will expedite the standard cancellation process if the merchant does wish to move forward with their request to cancel their processing agreement with us. Thank you,True Payment Solutions
Good Evening, The merchant initially sent in an unsigned letter requesting cancellation of their accountWe immediately reached out to the merchant after receiving their letter to gather more information regarding their request to cancel and attempted to retain their businessOur efforts were declined so we advised of our standard cancellation processWe advised of the cancellation fee due and the early termination fee reimbursementThe 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 outBoth fees are charged if the initial year term is not metAdditionally, 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 accountThe merchant did provide the signed letter but has yet to return our equipmentWe 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 receivedWe have made a special accommodation to this standard process and the merchant’s account has been closedDue to the complete closure of the account, the required account closure fees were chargedThe merchant will not be assessed any further account fees as previously mentioned, their account has been completely closedWe 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
[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 Complaint: [redacted] I am rejecting this response because: I was refunded some of my funds that were taken out by mistakeToday my last month fees were taken out and I had additional charges of taken out with no other explanation except bank card I have tried calling this company times today and sent emails and still no return phone call or emailAll my issues are not resolved with this company Regards, [redacted]
Good Afternoon,The merchant signed and agreed to process for a period of months when she initially joined True Payment Solutions at the end of July.Though not excessively, the merchant did actively process and receive successful deposits from processing with us as we were able to successfully provide the services we agreed upon.We spoke with the merchant multiple times in August in reference to the merchant requesting to cancel as they mentioned they wanted to go to another processor.Our retention efforts were declined so we advised of the cancellation process that included the requirement of a signed LOC to stop any further charges.The merchant did advise us that she didn't care if we tried to bill her as she was going to close her bank account and we wouldn't be able to charge her anything additional.Tried explaining the cancellation process again but our efforts continued to be denied.The merchant spoke with us again at the beginning of September to confirm she had received her deposits and was reminded again of the cancellation process.We did not hear from merchant again until this complaint was filed.Upon our additional attempts to reach out , our calls are routed directly to voicemail and our messages are not returned.Merchant is responsible for any outstanding balances due to closing their bank account on file but we have reduced their cancellation to $instead of the standard $due to the circumstances surrounding their account.Due to inactivity and non payment due to the merchant closing their bank account, their processing account has been closed and no further charges will incur.We will continue to attempt to reach the merchant to advise of this information verbally but can assure that continued charges will not be assessed in the event we remain unable to speak with them directly.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 entered into an agreement for True Payment Solutions to convert their existing Point of Sale system and software with a special agreement that if we were unable to complete the conversion due to incompatibility on our end, the merchant would not be held responsible for the standard early termination fee.The application fees are separate from the above mentioned contract terms and special agreement.We agreed to refund the application fee IF we were unable to provide services.While we are able to successfully convert the merchant's POS system, there are additional fees associated with the conversion that would not provide the most value to the merchant as their monthly fees would increase.True Payment Solutions wants to ensure our merchant's are in a better place by switching to us so have agreed to cancelling the merchant's accounts without penalty even though we are able to successfully meet our commitment of converting their system.The merchant's applications were successfully processed and accounts created in our system which generated the application fees to be assessed.While we would not normally refund these fees if an account is successfully boarded in our system, as an additional courtesy we will refund half of the amount charged as a sign of good faith and to show our willingness to work with the merchant and close their complaintThank you,True Payment Solutions
Good Afternoon,The merchant is correct that EBT was not initially set up at the time of application. Upon the merchant calling us to advise of their need, we immediately started working to add the capability as we understood the importance for the merchant's business.When discussing the set up,
we advised the merchant of our standard rate which he stated that his current rate was much lower and he wanted to cancel as he was not willing to pay the increased fee. In an effort to retain the account, we agreed to match the merchant's current rate.The merchant declined this offer and still requested to cancel. Our cancellation process was explained and we have received the required documentation.The merchant disputes the early termination fee but because we are able to provide a valid solution, the original month agreement still applies. We are still more than happy to work with the merchant and would like to do what we can to get them processing with us, which includes drastically lowering our standard rates but the merchant has refused all retention efforts. While we regret that the merchant has chosen to end the business relationship, we will of course honor their request to cancel and as explained to the merchant, the standard cancellation process applies. Thank you,True Payment Solutions
Good Afternoon,We spoke with the merchant in November, advised of the cancellation process and emailed the required letter of cancellation.We did not receive back or hear anything additional until February 9th when the merchant called in and was advised again of the cancellation process which
requires the signed letter of cancellation and a final billing period that is a minimum of days.The merchant expressed their understanding of this and sent in their letter of cancellation on February 10th.The final billing period went in to the month of March which caused one last bill to generate.The account has already been cancelled and no further billing will occur.In addition, the merchant was not charged an Early Termination Fee.We have been able to speak with the merchant directly to advise of this information.We will be sending a copy of the merchant's original agreement and a letter recapping that there will be no further billing as of April per the merchant's request.The merchant provided his agreement that no further action is needed beyond this.Thank you,True Payment Solutions
Good Afternoon, The first time we spoke with the merchant about cancellation was last month on August 16th The merchant called in upset requesting to speak with a supervisor because their account was still open when their partner had requested cancellation previously.We explained that
because they had two separate accounts, two separate requests and signed cancellation letters must be received.We received the required signed cancellation form on August 18th and the merchant's account has already been fully cancelled and all charges stopped. The merchant requested refunds for previous months billed but we explained that no refunds were due as we had no request for cancellation so that's why the account remained open but as a courtesy we would expedite the cancellation process to prevent the standard final billing period for September.The final charges they received were for August as we received the required documents in the middle of the month so were unable to stop billing for August but ensured that September fees will not be charged so the merchant will receive no further fees from TPS. Again, the account is fully closed in our system and all charges stopped. 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: ***
I am rejecting this response because: I will accept the refund in full for the application feeI also want the fees that the company has fraudulently drafted from my checking account for some unknown reason after I filed this complaint with the Revdex.comI want a letter stating that the company will not draft any more fees from my accountThey have never provided me any services or goods of any kind.
Regards,
Chris ***
Good Afternoon, We have been able to speak with the merchant and clear up the confusion around the mentioned charges. The merchant was able to confirm with their bank that the charges did not come from us but rather another company. We are continuing to work with/for the merchant to provide their processing needs. Thank you,True Payment Solutions
Good Evening, The merchant signed up for both processing services and a POS equipment lease.Due to credit history, the lease agreement was declined by two of our vendors.We spoke with the merchant early April to advise that we were still looking into available options and would follow up once
we had additional information.In an effort to provide both processing services and the equipment requested, we made special arrangements to provide an in house lease option to accommodate the merchants needs and followed up mid April to advise.At this time, we spoke with the listed owner and gained their agreement for this option. Shortly after, the listed owners spouse called saying that they did not want to move forward with either the processing or the equipment and requested cancellation.We explained that an agreement was signed and we were still able to provide what they had intially requested but our offers were declined.We did advise of the standard cancellation process and explained that we would need to confirm the cancellation request with the listed owner.We sent the cancellation letter per their request and attempted to reach the listed owner by phone but were unable to make contact.We have still yet to receive the required cancellation form or any additional calls from the merchants. We will attempt to reach the merchants again to resend the cancellation letter and further discuss the cancellation process as we want to work towards an amicable resolution. Thank you,True Payment Solutions
Good Evening,The merchant is correct that they did not have processing capabilities due to terminal issues during the month of September.Our attempts to resolve the issue over the phone were unsuccessful.The merchant regained processing abilities in October as they agreed to have us send them a
mobile processing device in place of the standard terminal they were using previously.We spoke multiple times in the beginning of the month and attempted follow up at the end of the month to confirm merchant had no further questions but did not receive any return calls.In November, we spoke again and the merchant stated they were not satisfied with the mobile device option so we agreed to send another stand alone terminal to meet the merchant's processing needs.The merchant received the new equipment at the beginning of December and began processing again.We agreed to refund full bill amounts for the months of September and November due to the merchant not having processing abilities and as a courtesy in an effort to retain the account.This was agreed upon by merchant prior to them releasing the stop payment hold they had placed on their bank account.In addition, the merchant has already received their $Early Termination Free Reimbursement for the amount they were assessed by their previous processor per the original agreement made at the time of sign up.Per our last conversations with the merchant prior to this complaint, the merchant had agreed upon and was satisfied with both the resolution we offered in addition to agreeing to continue processing with us.We continue to be able to provide processing capabilities for the merchant with equipment that is fully functional and still in the merchant's possession.Thank you,True Payment Solutions
Good Evening, Our price match guarantee does not include refunding for past fees but rather matching rates of a competing processor for those merchants that are still actively processing with us. The price match guarantee requires that a proposal or competing processor statement is provided for a rate comparison to be conducted and rate change if/when applicable Again, this does not include refunds but rather guarantees a rate change to match competitors rates if they are lower than our rates currently in place Per account memos, we did discuss this with the merchant and requested they send in the competitors rates but this was never provided so the rates remained the same The merchant continued processing after this initial conversation until the request for cancellation was made many months later There was additional contact in between for various needs with their terminal and general account requests but nothing further in regards to rate comparisons. The merchant's account has been cancelled per their request with no account closure fees as outlined in their original signed application The same signed appliaction that outlined the rates they were set up with and charged for. We regret that we were unable to continue the processing relationship but are unable to match rates on an account that is no longer active with us.Should the merchant wish to re-instate their processing account, we are happy to review their rates in comparison to a competing processor and match those rates if needed just as we do with all existing merchants. Thank you,True Payment Solutions
Good Morning,We have spoken with the merchant and come to an amicable resolution.We have agreed to provide a refund for the last days of non-compliance fees as a courtesy to the merchant as we want to show our understanding and willingness to work with our merchants In addition, we have
ensured the merchant’s compliance status is now current and that we have the appropriate email address on file so merchant may receive renewal notices appropriately. Per our discussion, we will also ensure the appropriate conversations take place with our agent(s) to potentially avoid these types of issues from happening again. We appreciate the merchant’s feedback, willingness to work with us and continued business. 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: ***
I am rejecting this response because:
I have an email that the scan was done.
Regards,
*** ***
Good Evening,We received a call for request of cancellation early May at which time we provided the full cancellation process and emailed the required cancellation form per the merchant's request.We have no record of receiving the signed cancellation form back until we spoke with the merchant again
at the end of May at which time they did return the required form.The merchant called at the beginning of June after being billed May fees requesting a refund claiming that they had sent their cancellation letter at the beginning of May.We explained the final billing period and that May fees were valid Additionally, since we didn't show receipt of the cancellation letter until the end of May, June fees would also apply. We offered to honor the original early May date of receipt if merchant could provide proof of being sent but merchant refused.To not further escalate the issue and show our willingness to work with the merchant, we agreed to expedite the standard cancellation process, immediately cancel the account and waive June billing even without further proof being provided.The merchant still filed this complaint due to us not agreeing to refund May fees.As explained to the merchant, final billing is standard for all accounts and we have already cancelled the account without further billing. Thank you,True Payment Solutions
Good Evening,We have tried reaching out everyday since this complaint was logged but continue to be unsuccessful in our attempts We had hoped to speak directly with the merchant prior to responding to this complaint.Multiple calls and messages have been left advising of our intent to work
towards a resolution but we have not received a return call.Our agents are thoroughly trained and understand all details of the contract along with the necessary information that is discussed during the initial application process.These details are discussed with all merchants at the time of sign up.As an additional reiteration, all merchant's are provided with a paper application that clearly outlines all fees that may or may not be assessed to which they must sign and initial to show their understanding and agreement of proposed information.There were even deductions to standard account fees made for this individual merchant as a way to ensure their account was better tailored to their business. Attached is a copy of the original application, signed by the merchant, that shows where the agent agreed to reduce, lower or even remove standard account fees.The application and set up fee was first drastically reduced then completely waived in an effort to appease merchant's concerns.In addition, the standard monthly minimum was reduced and additional standard monthly fees were removed to ensure the merchant wasn't assessed those fees.These are all details that would have been discussed in depth at time of application and only waived if a merchant expressed their dissatisfaction of the fee.The early termination fee is clearly outlined on this same application as well.A voided check is required at time of application that serves as permission to both credit and debit the merchant's account provided for all applicable fees.The merchant called in early May with questions around her contract details and requesting to cancel At that time, the merchant was re-educated on original application details and advised of the cancellation process that requires written notification of their intent to cancel.We never received written request so the account remained open.The merchant did reach out by email as well.Attempts were made by both agent and customer service to reach the merchant but there was no answer or return calls.The merchant did call again in early June stating that she was closing her business and requesting again to cancel her account.At that time she continued to express her dissatisfaction about the monthly fees to which we issued a full refund of May's charges as a way to provide customer satisfaction.We also offered to put her account on a temporary hold in the event she was to be reopening her business.The merchant declined this offer saying that it was a permanent closure.Merchant was advised again of the cancellation process but was offered a reduced cancellation fee with proof of business closure as a sign of good faith.As the merchant was advised, the account will remain open until we receive the signed letter of cancellation.We have yet to receive the necessary documentation to close the account and stop charges.While we would prefer to continue providing processing solutions for the merchant per our original agreement, we also want to end things as amicably as possible.We have tried to reach the merchant multiple times both before, during and after this complaint was logged.In addition, we have been willing to work with the merchant by offering reduced rates, issuing refunds and lowering standard cancellation fees due to current circumstances.Thank you,True Payment Solutions
Good Evening, The Payment Card Industry Data Security Standard is a set of requirements designed to ensure that all businesses that process credit card information maintain a secure environment. Once PCI compliance is established, a merchant is considered compliant for year. If a
merchant’s processing system has any internet connectivity, a network security scan is required. This scan identifies vulnerabilities that could be used by hackers to target the company’s private network. The business owner is responsible for ensuring their continued compliance status though we provide them with the tools needed to fulfill PCI compliance mandates.All TPS merchants are automatically enrolled in ControlScan’s program, an approved scanning vendor by the payment card industry.This enrollment provides full access to the required self-assessment questionnaire, system scanning services and full support to include real time compliance status details. The merchant completed the required questionnaire but failed to complete the scanning process prior to their yearly annual renewal date which caused them to be charged non-compliance fees. This is a system generated process and the additional fees can only be prevented by the merchant completing the entire process. These fees are outlined on the original application and are additionally shown on the merchant’s monthly bill when applicable as an additional reminder of the requirement if the merchant fails to complete the process. We have not charged any hidden fees and the merchant has full access to their account details so this would not warrant a waiver of the standard early termination fees. We are happy to further assist with the compliance process and additionally offered to call the merchant yearly to provide an additional reminder of the required renewal to prevent future issues though the standard process is completed through email communication directly from ControlScan. Thank you,True Payment Solutions
Good Evening, The merchant was able to provide valid proof of the appropriate cancellation form sent so we agreed to honor the original date.We waived the standard early termination fee due to the continued charges merchant received and agreed upon a refund of the difference in charges.The
merchant's bank account had initially been closed but has since been reopened per the information we were provided so the appropriate refunds will be issued per the original agreement made. Thank you,True Payment Solutions
Good Evening, Attached is the recorded phone conversation when we called out to the merchant to advise that we had made special arrangements after their initial denial to still provide the requested POS system The recording also shows that the merchant agreed to the installation and to move forward with services. It was after this conversation that the merchant's wife called back requesting cancellation stating they had already purchased another system which was not mentioned in our previous call with the owner. We have not received any follow up calls from the merchant in regards to the required cancellation.Additionally, we mailed the cancellation by standard mail to the address on file but have yet to receive anything back We have also tried again to contact the merchant by phone but our calls have gone unanswered and no return calls. While we would like to salvage the relationship, we also want to honor the merchant's request to cancel if that is their wish.We are however unable to close the account without the necessary documentation. We will continue to try and reach the merchant and/or wait for the required cancellation form. As an additional courtesy, we will expedite the standard cancellation process if the merchant does wish to move forward with their request to cancel their processing agreement with us. Thank you,True Payment Solutions