---------- Forwarded message ----------From: [redacted]<[redacted]>Date: Wed, Oct 26, 2016 at 4:06 PMSubject: Re: You have a new message from the Revdex.com of Greater Kansas City in regards to your complaint #[redacted].To: Revdex.com <[redacted]>At this point the response is as expected. Again no comments were made as to the lack of training of the sign up customer service rep they sent out. I just want it to be noted that all the complaints made by other are of similar nature. This business obviously needs to make sure the customer service rep that are signing people up don't make glade promises and cause financial hardship to small business.
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 normal 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 complaint. 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 $500 as we do understand that a jewelry store would commonly have transactions over the $500 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
Good Evening, We have spoken with the merchant on various occasions in regards to their complaints. The merchant did provide the referenced material showing their rate which matches the original application signed and agreed to. This rate was 17 basis points which is what the...
merchant was assessed by True Payment Solutions.The additional fees the merchant was assessed are the pass through/interchange fees that are assessed by the major credit cards brands and also match the pass through pricing plan that is outlined on the original signed application. We have advised that no refunds are due as the merchant was charged as outlined on their contract. The appropriate cancellation form has been received and the merchant advised of the standard final billing period. As a courtesy, we have agreed to waive the normal early termination fee as a sign of good faith to show that we are willing to work towards an amicable resolution and close the merchant's complaint. 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 closed as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because: (1) I stated I would try and get a compatible device in the future, but was not sure how soon it would be due to cost. They agreed to put my account on hold for 3 months and would check back to see if I was able to purchase one. (2) The alternate devices were not an option because of the cost for them as well as the reason I was needing the device was for vendor events where no electricity or internet connection is available for several of the events I attend. (3) I was never told I would be charged an annual fee when my account was put on hold, or I would have never signed up from the start, especially since I had no access to my account or use of the software.
Regards,
[redacted]
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
[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: There statements are false.
I spoke with the company several times and on several occasion when they left messages they said they were sending the unit out so I seen no reason to contact them until I received the unit which I never did when I finally spoke with a gentleman from the company he figured out that they had sent the unit to there salesman that signed me up for there service and he would contact him and have him get it to me. They never sent one to the address provided on application. I did hang up on them one time but they did not call back immediately nor did I answer and hang up. The second time I called to cancel they sent me the papers and I filled them out and sent them back and asked for a refund of the service I paid for but they didn't provide and they said NO unless I would continue there service. They have contacted me 1 time since I filed the complaint but I haven't had a chance to call them back because I work 16-18 hours a day and when I am in the shop where I can call they are closed.
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 30 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
[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 Evening, The merchant requested cancellation June 20 after processing as recently as the day before. We advised the merchant of the standard cancellation process which requires a signed cancellation form and a standard final billing period of a minimum of 30 days from the date...
received. The merchant provided the necessary document the same day. The merchant then called again in July upset about the bill received for June monthly charges. We explained that there was active processing in the month of June and reminded again of the standard final billing period which would make July their final billing month. The merchant then called again in August upset about July billing which we tried to remind of the previous conversations but merchant refused all explanations and demanded a refund of the billed amount. We advised we would refund the annual fee as the account had already been cancelled and would of course not be with us for the year. The merchant again refused our attempts to work with them. In further efforts to work with the merchant and avoid further escalation, we agreed upon a refund of all charges except for the $9.50 statement fee as the merchant mentioned. We were unable to successfully refund the fees agreed upon because the merchant stopped payment on their bank account so the July bill amount was never actually collected. We are unable to refund fees that were never received. We did not “perpetrate fraud against” the merchant as per their claim. We successfully provided processing capabilities up to the day before the merchant requested cancellation. We cancelled the account within standard processing timeframes and ensured trial period was honored so no early termination fees applied. We even offered to refund valid fees all to work with the merchant and end the processing relationship as amicably as possible. While we regret that the merchant feels this way we feel we have done nothing to warrant these type of allegations as we have been and continue to be willing to work with the merchant. Thank you, True Payment Solutions
Good Afternoon, We have spoken with the merchant and confirmed the cancellation of their account.The merchant was reminded of the final billing period that is standard for all accounts that we discussed at the time of their original request for cancellation at the very end of June.The merchant...
has been advised that outside of the early termination fee, they should see no further charges from us. We have no record of receiving the merchant's PCI compliance forms but advised if merchant is able to provide proof of original date sent, we would honor that date and provide necessary refunds. Thank you,True Payment Solutions
Good Afternoon,The merchant signed and agreed to process for a period of 36 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 $275 instead of the standard $550 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
[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: as of today, I received an email from one of the companies involved in all of this mess saying that I would owe $495 for equipment if it was not returned by October 22. Since I never received any equipment and did not contract with any company other than True Payment Solutions. I would like verification from True Payment Solutions that Central Payment has been notified and that we have no equipment and therefore do not owe Central Payment any money.
Regards,
[redacted]
Good Evening, We have spoken with the merchant on a few different occassions and deeply regret we were not able to continue a processing relationship but do want to close things as amicably as possible. We confirmed the required documentation was received in August so will refund...
September fees and waive the early termination fee as a courtesy in an effort to close the complaint and show the merchant our willingness to work with them 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 I will close the complaint once the refund has been posted to my account. This has taken way too long, and this refund should have been posted weeks ago. They are dragging this out as long as they can. I will contact you once I receive the refund. But I'm not holding my breath.
Regards,
[redacted]
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 normal 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 concerns. We 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 longer. We 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 account. As a courtesy, we expedited the standard final billing period and all additional charges have already been stopped. Thank you, True Payment Solutions
Good Morning, The merchant is correct that there is no equipment that needs to be returned as the original agreement was to convert their existing equipment. There will be no additional charges incurred on this account.We will ensure our equipment return department is aware of the circumstances and no charges will be assessed. We thank you for your time and regret again that we weren't able to work things out in regards to processing but do wish you the best in your future endeavors. Thank you,True Payment Solutions
Good Afternoon,We have reached out to the merchant and are working on getting her issues resolved.The merchant stated that she is still waiting to get the necessary documentation for proof of closure and will send this along with the Letter of Cancellation.Based on additional information provided by the merchant and in effort to end the business relationship as positively as possible, we have agreed to waive the full Early Termination Fee upon receipt of the necessary documentation.Merchant understands that we can not stop charges or close account until this information is received.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 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 15 or 16 and there representative agreed with me and refunded the 71.60 but the also cancelled that day but charged me 375.00 instead of 300.00 again there false hood of not following thru accurately therefore they owe me 75.00 refind nown once again this company is a crooked and greedy company.. I will be calling tomorrow for my 75.00 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 10 days [redacted] r [redacted]
Regards,
[redacted]
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 system. Though 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 resolved. Again, the merchant’s account was already closed and the standard final billing period expedited so no additional fees were or will be assessed. Thank you,True Payment Solutions
---------- Forwarded message ----------From: [redacted]<[redacted]>Date: Wed, Oct 26, 2016 at 4:06 PMSubject: Re: You have a new message from the Revdex.com of Greater Kansas City in regards to your complaint #[redacted].To: Revdex.com <[redacted]>At this point the response is as expected. Again no comments were made as to the lack of training of the sign up customer service rep they sent out. I just want it to be noted that all the complaints made by other are of similar nature. This business obviously needs to make sure the customer service rep that are signing people up don't make glade promises and cause financial hardship to small business.
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 normal 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 complaint. 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 $500 as we do understand that a jewelry store would commonly have transactions over the $500 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
Good Evening, We have spoken with the merchant on various occasions in regards to their complaints. The merchant did provide the referenced material showing their rate which matches the original application signed and agreed to. This rate was 17 basis points which is what the...
merchant was assessed by True Payment Solutions.The additional fees the merchant was assessed are the pass through/interchange fees that are assessed by the major credit cards brands and also match the pass through pricing plan that is outlined on the original signed application. We have advised that no refunds are due as the merchant was charged as outlined on their contract. The appropriate cancellation form has been received and the merchant advised of the standard final billing period. As a courtesy, we have agreed to waive the normal early termination fee as a sign of good faith to show that we are willing to work towards an amicable resolution and close the merchant's complaint. 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 closed as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because: (1) I stated I would try and get a compatible device in the future, but was not sure how soon it would be due to cost. They agreed to put my account on hold for 3 months and would check back to see if I was able to purchase one. (2) The alternate devices were not an option because of the cost for them as well as the reason I was needing the device was for vendor events where no electricity or internet connection is available for several of the events I attend. (3) I was never told I would be charged an annual fee when my account was put on hold, or I would have never signed up from the start, especially since I had no access to my account or use of the software.
Regards,
[redacted]
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
[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: There statements are false.
I spoke with the company several times and on several occasion when they left messages they said they were sending the unit out so I seen no reason to contact them until I received the unit which I never did when I finally spoke with a gentleman from the company he figured out that they had sent the unit to there salesman that signed me up for there service and he would contact him and have him get it to me. They never sent one to the address provided on application. I did hang up on them one time but they did not call back immediately nor did I answer and hang up. The second time I called to cancel they sent me the papers and I filled them out and sent them back and asked for a refund of the service I paid for but they didn't provide and they said NO unless I would continue there service. They have contacted me 1 time since I filed the complaint but I haven't had a chance to call them back because I work 16-18 hours a day and when I am in the shop where I can call they are closed.
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 30 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
[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 Evening, The merchant requested cancellation June 20 after processing as recently as the day before. We advised the merchant of the standard cancellation process which requires a signed cancellation form and a standard final billing period of a minimum of 30 days from the date...
received. The merchant provided the necessary document the same day. The merchant then called again in July upset about the bill received for June monthly charges. We explained that there was active processing in the month of June and reminded again of the standard final billing period which would make July their final billing month. The merchant then called again in August upset about July billing which we tried to remind of the previous conversations but merchant refused all explanations and demanded a refund of the billed amount. We advised we would refund the annual fee as the account had already been cancelled and would of course not be with us for the year. The merchant again refused our attempts to work with them. In further efforts to work with the merchant and avoid further escalation, we agreed upon a refund of all charges except for the $9.50 statement fee as the merchant mentioned. We were unable to successfully refund the fees agreed upon because the merchant stopped payment on their bank account so the July bill amount was never actually collected. We are unable to refund fees that were never received. We did not “perpetrate fraud against” the merchant as per their claim. We successfully provided processing capabilities up to the day before the merchant requested cancellation. We cancelled the account within standard processing timeframes and ensured trial period was honored so no early termination fees applied. We even offered to refund valid fees all to work with the merchant and end the processing relationship as amicably as possible. While we regret that the merchant feels this way we feel we have done nothing to warrant these type of allegations as we have been and continue to be willing to work with the merchant. Thank you, True Payment Solutions
Good Afternoon, We have spoken with the merchant and confirmed the cancellation of their account.The merchant was reminded of the final billing period that is standard for all accounts that we discussed at the time of their original request for cancellation at the very end of June.The merchant...
has been advised that outside of the early termination fee, they should see no further charges from us. We have no record of receiving the merchant's PCI compliance forms but advised if merchant is able to provide proof of original date sent, we would honor that date and provide necessary refunds. Thank you,True Payment Solutions
Good Afternoon,The merchant signed and agreed to process for a period of 36 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 $275 instead of the standard $550 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
[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: as of today, I received an email from one of the companies involved in all of this mess saying that I would owe $495 for equipment if it was not returned by October 22. Since I never received any equipment and did not contract with any company other than True Payment Solutions. I would like verification from True Payment Solutions that Central Payment has been notified and that we have no equipment and therefore do not owe Central Payment any money.
Regards,
[redacted]
Good Evening, We have spoken with the merchant on a few different occassions and deeply regret we were not able to continue a processing relationship but do want to close things as amicably as possible. We confirmed the required documentation was received in August so will refund...
September fees and waive the early termination fee as a courtesy in an effort to close the complaint and show the merchant our willingness to work with them 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 I will close the complaint once the refund has been posted to my account. This has taken way too long, and this refund should have been posted weeks ago. They are dragging this out as long as they can. I will contact you once I receive the refund. But I'm not holding my breath.
Regards,
[redacted]
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 normal 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 concerns. We 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 longer. We 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 account. As a courtesy, we expedited the standard final billing period and all additional charges have already been stopped. Thank you, True Payment Solutions
Good Morning, The merchant is correct that there is no equipment that needs to be returned as the original agreement was to convert their existing equipment. There will be no additional charges incurred on this account.We will ensure our equipment return department is aware of the circumstances and no charges will be assessed. We thank you for your time and regret again that we weren't able to work things out in regards to processing but do wish you the best in your future endeavors. Thank you,True Payment Solutions
Good Afternoon,We have reached out to the merchant and are working on getting her issues resolved.The merchant stated that she is still waiting to get the necessary documentation for proof of closure and will send this along with the Letter of Cancellation.Based on additional information provided by the merchant and in effort to end the business relationship as positively as possible, we have agreed to waive the full Early Termination Fee upon receipt of the necessary documentation.Merchant understands that we can not stop charges or close account until this information is received.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 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 15 or 16 and there representative agreed with me and refunded the 71.60 but the also cancelled that day but charged me 375.00 instead of 300.00 again there false hood of not following thru accurately therefore they owe me 75.00 refind nown once again this company is a crooked and greedy company.. I will be calling tomorrow for my 75.00 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 10 days [redacted] r [redacted]
Regards,
[redacted]
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 system. Though 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 resolved. Again, the merchant’s account was already closed and the standard final billing period expedited so no additional fees were or will be assessed. Thank you,True Payment Solutions