[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:There is no recording attached. They may have mailed information but we did not receive it I have gone through my entire desk again and I have no cancellation paperwork work that came in the mail. However I did recevie a usuage invoice and a statement charge of 9.50, but NO CANCELLATION PAPERWORK!!! We finally have recevied a few phone calls but they came in during our busy time and our customers are much more important than taking business calls like thisI *** *** the owner of *** *** DBA *** *** *** and wife of *** *** will be dealing with this moving forward as I told you before. I would like an a name of a person to work with as when they call they leave a message that states this is True Payment Solutions and the person gives the number of ###-###-####. If necessary please email the recording and the cancellation paperwork to our email which you already have. This company is so unprofessional I am completely dissapointed
Regards,
*** ***, OWNER
*** ***
Good Evening,While we regret not being able to provide processing solutions for the merchant, we do also want to ensure that if the business relationship has to be ended that we do so as amicably as possible.We did advise the merchant that our standard statement fee is $and that a full contract
term was agreed upon at time of application.We also agreed to not only cover the $that the merchant references in their complaint but offered to help cover the full amount as a sign of good faith and help restore some of the negative perception that merchant had due to the misunderstanding/misinformation of the statement fee and trial period.We did ship the merchant's terminal to them and walked them through installation over the phone.The terminal was tested and had processing capability as of May 08.We will issue a refund of the $equipment fee as the merchant is correct that they were charged in error.The remainder of the fees are the monthly minimums as outlined on the original application.In addition, we will waive the full early termination fee as again, if we must end the business relationship we want to do so as amicably as possible.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: ***
I am rejecting this response because I have talked to the sales representative numerous times and he has assured me numerous times that I should not be charged these fees and that I will not be charged an early cancellation fee because I have never had it installrdYes, I have talked to customer service and they advised me this but I do not want to have this installed and I just would like the money the have taken out of my accountYes, I did want it coming out my personal account but they never sent me a form to get it doneThe representation of this company has never been nice or eager to helpI have only gotten negative information from them*** my sales rep has never called me back to reach out to meCustomer service has said they will get back to me and hAve never received a callThe only communication is when I have called them Even to get a form to sign to cancel my accountI was informed I would receive an email but I have never gotten one.
Regards,
*** ***
Good Afternoon, We have been in continued contact with the merchant and have been able to come to a resolution that allows the merchant to feel comfortable to continue her processing agreement with us. We have issued the appropriate refunds and are still working to change the account set
up to ensure the merchant is able to see the savings/value we are able to provide over her last processor. We will continue to work diligently to ensure the merchant's overall satisfaction. Thank you, True Payment Solutions
Good Morning,We were able to speak with the merchant directly and came to an amicable solution that the merchant expressed their agreement and understanding to.Once the merchant has another device available, we will troubleshoot to see what is causing the problem with them being unable to accept
*** *** cards. We have confirmed that the account is set up correctly so just need to walk through some steps on the merchant's device in order to resolve this issue.We have already resolved the merchant's concerns about their funding time frame and ensured their funds will be available next day as promised at time of sign up.In addition, we have agreed to lower monthly fees as we understand and appreciate the merchant has a smaller business and want to do our part to ensure they keep their monthly costs as low as possible.Thank you,True Payment Solutions
Good Morning, At the time of sign up the agreement was to convert the merchant's existing Quickbooks systemsAs part of this conversion process, there is an additional monthly gateway fee that is assessed to which the merchant signed the appropriate paperwork authorizing the additional monthly
charge as we would not have been able to move forward with the conversion and set up process without it(Please see attached) We were able to successfully convert the system at one business location and merchant had full processing ability through their Quickbooks program per their request The only difference was that there was an additional step/click required to finalize the sale While it may have been a slight inconvenience, it didn't change their processing ability or cost. The merchant refused installation at their second location due to this inconvenience and requested cancellation of services so did not receive the remainder of their equipment/set upWe did confirm receipt of the required documentation and as mentioned at original request for cancellation, there is a final billing period which is why merchant saw a charge on 09/The accounts have been closed per the merchant’s request and per the original agreement, no account closure fees have been assessed. While we regret we were unable to continue the processing relationship, we do wish the best for the merchant and their business 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 up. Thank you,True Payment Solutions
Good Evening, The merchant initially sent in an unsigned letter requesting cancellation of their account. We immediately reached out to the merchant after receiving their letter to gather more information regarding their request to cancel and attempted to retain their business. Our efforts...
were declined so we advised of our standard cancellation process. We advised of the cancellation fee due and the early termination fee reimbursement. The cancellation fee is clearly outlined on the original application signed at the time of sign up and the ETF Reimbursement is outlined on the ETF Addendum signed by the merchant prior to reimbursement being paid out. Both fees are charged if the initial 3 year term is not met. Additionally, we advised the merchant to resend a signed copy of their letter of cancellation and that equipment belonging to TPS must be returned to close their account. The merchant did provide the signed letter but has yet to return our equipment. We have not returned the merchant’s equipment as we have not received ours and the common process is that we will not close an account or return a merchant’s equipment until ours is first received. We have made a special accommodation to this standard process and the merchant’s account has been closed. Due to the complete closure of the account, the required account closure fees were charged. The merchant will not be assessed any further account fees as previously mentioned, their account has been completely closed. We will continue to wait for our equipment to be returned and return the merchant’s terminal upon receipt of ours. Thank you, True Payment Solutions
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be
Complaint: [redacted]
I am rejecting this response because: I was refunded some of my funds that were taken out by mistake. Today my last month fees were taken out and I had additional charges of 109.47 taken out with no other explanation except bank card I have tried calling this company 3 times today and sent 2 emails and still no return phone call or email. All my issues are not resolved with this company.
Regards,
[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] I completely reject their lies. This company manager has an HP in deception, so his/her employees. They offered price comparison and they didn't maintain it. That was the reason I cancelled my account. Why didn't they match my price with older company when my account was active. They are proving my words when I said they are lying all the time and find ways to get away from being charged. they are professional in lying. I gave them the reports and I called the salesman many times and I talked to a manager about it but they didn't bother to come to my store to discuss this matter. Now they are lying again and saying we cant do the match since the account is not active. but why they didn't do it when I called them while the account was active. I know their answer before I started this case, because it is all the time answers as follow: we didn't know about it, customer didn't contact us, we don't have a record of his fax or calls lies lies lies. They teach their employees to lie too. If you look at the company's' complaints for employees you will see that one of their employees admitting that the company teach them how to lie and deceive their customers.They need to change this false advertising policy of matching the price for any other companies, they are proven to be false advertising and the law punishes companies for doing so. I am not happy with their lies and response to my complaints. I am tired and sick of them stealing our hard work as small businesses.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: Just today I received the paperwork from the [redacted] Appraisal District which the company requested as verification that I had closed my business. It 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 6/9/15 tomorrow. They did offer the refund but I still refuse to pay early termination fees, because [redacted] the Merchant Services Consultant, whom I spoke to failed to mention monthly fees that would be directly withdrawn from my bank account. She said the cancelled check was for deposit purposes an failed to mention monthly withdrawals from my bank account. I feel that I have been misled and misinformed and I signed the paperwork under false pretenses. I have no desire to continue to do business with a company that has misled me. I 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 me. As of tomorrow, I will send them the paperwork they requested to continue my cancellation process.
Regards,
[redacted]
Good Morning, While we did go to the business location on April 22 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 resolution. Thank you,True Payment Solutions
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]
[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 $15.95 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,We have finally been able to make contact with the merchant and have come to an amicable resolution. The 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 forward. We were able to work together and will be able to continue the processing agreement to the merchant's satisfaction. Thank you,True Payment Solutions
Good Evening, Though not a standard process, we will refund the remainder of the application fees as an additional courtesy and to show our willingness to work with the merchant as we would not want them or any of our merchant's to think we are conducting business in a dishonest way. Thank you,True Payment Solutions
Good Evening,The merchant is correct that they were charged in error for monthly fees due to a mistake in returned equipment information.This refund will be sent manually due to the merchant closing the bank account we have on file. Thank you,True Payment Solutions
Good 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
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 equipment. Thank you,True Payment Solutions
Good Evening,We have been in continued communication with the merchant and have been able to reach an amicable resolution.While we regret that we are unable to meet the 1.45% effective rate that merchant is referencing we also want to ensure that if the business relationship is ended that we do so as amicably as possible.We have agreed to allow the merchant out of the contractual agreement on both of their business locations without penalty.The merchant has provided all necessary documents in order for us to get the accounts closed and their concerns resolved.No further action is needed at this time.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:There is no recording attached. They may have mailed information but we did not receive it I have gone through my entire desk again and I have no cancellation paperwork work that came in the mail. However I did recevie a usuage invoice and a statement charge of 9.50, but NO CANCELLATION PAPERWORK!!! We finally have recevied a few phone calls but they came in during our busy time and our customers are much more important than taking business calls like thisI *** *** the owner of *** *** DBA *** *** *** and wife of *** *** will be dealing with this moving forward as I told you before. I would like an a name of a person to work with as when they call they leave a message that states this is True Payment Solutions and the person gives the number of ###-###-####. If necessary please email the recording and the cancellation paperwork to our email which you already have. This company is so unprofessional I am completely dissapointed
Regards,
*** ***, OWNER
*** ***
Good Evening,While we regret not being able to provide processing solutions for the merchant, we do also want to ensure that if the business relationship has to be ended that we do so as amicably as possible.We did advise the merchant that our standard statement fee is $and that a full contract
term was agreed upon at time of application.We also agreed to not only cover the $that the merchant references in their complaint but offered to help cover the full amount as a sign of good faith and help restore some of the negative perception that merchant had due to the misunderstanding/misinformation of the statement fee and trial period.We did ship the merchant's terminal to them and walked them through installation over the phone.The terminal was tested and had processing capability as of May 08.We will issue a refund of the $equipment fee as the merchant is correct that they were charged in error.The remainder of the fees are the monthly minimums as outlined on the original application.In addition, we will waive the full early termination fee as again, if we must end the business relationship we want to do so as amicably as possible.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: ***
I am rejecting this response because I have talked to the sales representative numerous times and he has assured me numerous times that I should not be charged these fees and that I will not be charged an early cancellation fee because I have never had it installrdYes, I have talked to customer service and they advised me this but I do not want to have this installed and I just would like the money the have taken out of my accountYes, I did want it coming out my personal account but they never sent me a form to get it doneThe representation of this company has never been nice or eager to helpI have only gotten negative information from them*** my sales rep has never called me back to reach out to meCustomer service has said they will get back to me and hAve never received a callThe only communication is when I have called them Even to get a form to sign to cancel my accountI was informed I would receive an email but I have never gotten one.
Regards,
*** ***
Good Afternoon, We have been in continued contact with the merchant and have been able to come to a resolution that allows the merchant to feel comfortable to continue her processing agreement with us. We have issued the appropriate refunds and are still working to change the account set
up to ensure the merchant is able to see the savings/value we are able to provide over her last processor. We will continue to work diligently to ensure the merchant's overall satisfaction. Thank you, True Payment Solutions
Good Morning,We were able to speak with the merchant directly and came to an amicable solution that the merchant expressed their agreement and understanding to.Once the merchant has another device available, we will troubleshoot to see what is causing the problem with them being unable to accept
*** *** cards. We have confirmed that the account is set up correctly so just need to walk through some steps on the merchant's device in order to resolve this issue.We have already resolved the merchant's concerns about their funding time frame and ensured their funds will be available next day as promised at time of sign up.In addition, we have agreed to lower monthly fees as we understand and appreciate the merchant has a smaller business and want to do our part to ensure they keep their monthly costs as low as possible.Thank you,True Payment Solutions
Good Morning, At the time of sign up the agreement was to convert the merchant's existing Quickbooks systemsAs part of this conversion process, there is an additional monthly gateway fee that is assessed to which the merchant signed the appropriate paperwork authorizing the additional monthly
charge as we would not have been able to move forward with the conversion and set up process without it(Please see attached) We were able to successfully convert the system at one business location and merchant had full processing ability through their Quickbooks program per their request The only difference was that there was an additional step/click required to finalize the sale While it may have been a slight inconvenience, it didn't change their processing ability or cost. The merchant refused installation at their second location due to this inconvenience and requested cancellation of services so did not receive the remainder of their equipment/set upWe did confirm receipt of the required documentation and as mentioned at original request for cancellation, there is a final billing period which is why merchant saw a charge on 09/The accounts have been closed per the merchant’s request and per the original agreement, no account closure fees have been assessed. While we regret we were unable to continue the processing relationship, we do wish the best for the merchant and their business 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 up. Thank you,True Payment Solutions
Good Evening, The merchant initially sent in an unsigned letter requesting cancellation of their account. We immediately reached out to the merchant after receiving their letter to gather more information regarding their request to cancel and attempted to retain their business. Our efforts...
were declined so we advised of our standard cancellation process. We advised of the cancellation fee due and the early termination fee reimbursement. The cancellation fee is clearly outlined on the original application signed at the time of sign up and the ETF Reimbursement is outlined on the ETF Addendum signed by the merchant prior to reimbursement being paid out. Both fees are charged if the initial 3 year term is not met. Additionally, we advised the merchant to resend a signed copy of their letter of cancellation and that equipment belonging to TPS must be returned to close their account. The merchant did provide the signed letter but has yet to return our equipment. We have not returned the merchant’s equipment as we have not received ours and the common process is that we will not close an account or return a merchant’s equipment until ours is first received. We have made a special accommodation to this standard process and the merchant’s account has been closed. Due to the complete closure of the account, the required account closure fees were charged. The merchant will not be assessed any further account fees as previously mentioned, their account has been completely closed. We will continue to wait for our equipment to be returned and return the merchant’s terminal upon receipt of ours. Thank you, True Payment Solutions
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be
Complaint: [redacted]
I am rejecting this response because: I was refunded some of my funds that were taken out by mistake. Today my last month fees were taken out and I had additional charges of 109.47 taken out with no other explanation except bank card I have tried calling this company 3 times today and sent 2 emails and still no return phone call or email. All my issues are not resolved with this company.
Regards,
[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] I completely reject their lies. This company manager has an HP in deception, so his/her employees. They offered price comparison and they didn't maintain it. That was the reason I cancelled my account. Why didn't they match my price with older company when my account was active. They are proving my words when I said they are lying all the time and find ways to get away from being charged. they are professional in lying. I gave them the reports and I called the salesman many times and I talked to a manager about it but they didn't bother to come to my store to discuss this matter. Now they are lying again and saying we cant do the match since the account is not active. but why they didn't do it when I called them while the account was active. I know their answer before I started this case, because it is all the time answers as follow: we didn't know about it, customer didn't contact us, we don't have a record of his fax or calls lies lies lies. They teach their employees to lie too. If you look at the company's' complaints for employees you will see that one of their employees admitting that the company teach them how to lie and deceive their customers.They need to change this false advertising policy of matching the price for any other companies, they are proven to be false advertising and the law punishes companies for doing so. I am not happy with their lies and response to my complaints. I am tired and sick of them stealing our hard work as small businesses.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: Just today I received the paperwork from the [redacted] Appraisal District which the company requested as verification that I had closed my business. It 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 6/9/15 tomorrow. They did offer the refund but I still refuse to pay early termination fees, because [redacted] the Merchant Services Consultant, whom I spoke to failed to mention monthly fees that would be directly withdrawn from my bank account. She said the cancelled check was for deposit purposes an failed to mention monthly withdrawals from my bank account. I feel that I have been misled and misinformed and I signed the paperwork under false pretenses. I have no desire to continue to do business with a company that has misled me. I 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 me. As of tomorrow, I will send them the paperwork they requested to continue my cancellation process.
Regards,
[redacted]
Good Morning, While we did go to the business location on April 22 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 resolution. 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 [redacted], and find that this resolution is satisfactory to me.
as long as they follow through with the full refund.
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 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 $15.95 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,We have finally been able to make contact with the merchant and have come to an amicable resolution. The 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 forward. We were able to work together and will be able to continue the processing agreement to the merchant's satisfaction. Thank you,True Payment Solutions
Good Evening, Though not a standard process, we will refund the remainder of the application fees as an additional courtesy and to show our willingness to work with the merchant as we would not want them or any of our merchant's to think we are conducting business in a dishonest way. Thank you,True Payment Solutions
Good Evening,The merchant is correct that they were charged in error for monthly fees due to a mistake in returned equipment information.This refund will be sent manually due to the merchant closing the bank account we have on file. Thank you,True Payment Solutions
Good 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
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 equipment. Thank you,True Payment Solutions
Good Evening,We have been in continued communication with the merchant and have been able to reach an amicable resolution.While we regret that we are unable to meet the 1.45% effective rate that merchant is referencing we also want to ensure that if the business relationship is ended that we do so as amicably as possible.We have agreed to allow the merchant out of the contractual agreement on both of their business locations without penalty.The merchant has provided all necessary documents in order for us to get the accounts closed and their concerns resolved.No further action is needed at this time.Thank you,True Payment Solutions