Good Afternoon, We attempted installation mid April, shortly after merchant had signed up for services.Our tech was not able to install due to business location not having an internet source and their cell phone not having internet ability at the time either. We followed up with the...
merchant shortly after to find a better installation date at which time the merchant requested cancellation of services.The merchant was advised of the cancellation process multiple times in May which included the need for a signed letter of cancellation. We never received required documents so account remained open.We have spoken with the merchant again since our original conversations in May and since this complaint was originally filed to again advise of the need for the signed letter requesting cancellation. The merchant stated that she sent in the cancellation letter previously and wanted refunds for the months billed in error.We confirmed no receipt of email or fax from merchant but offered to honor original date merchant claims to have sent in cancellation letters if able to provide proof of sending.We have still yet to receive the required cancellation form so have been unable to cancel the account/stop charges. We continue to be willing to work with the merchant in reference to her original send date or we can/will close the accounts upon receipt of the required documentation. In addition, we will refund the $200 referenced as merchant is correct that we did not provide equipment paid for due to merchant refusing installation. Thank you,True Payment Solutions
We have spoken briefly with the merchant to clear up
confusion around First Data/respective companies to ensure merchant’s
understanding that we are an independent organization and absolutely still in
business.
In addition, we were able to get the phone...
number corrected
on the merchant’s receipts.
Due to timing conflicts, we have been unable to talk more in
depth in regards to merchants other questions/concerns but will continue to be
in touch and work towards a resolution.
Good Evening, The merchant is correct that our equipment provided did not work on their cell phone. The type of cell phone being used by the merchant is the same type that is used by many of our merchants as this is part of the qualifying process to ensure we are able to successfully...
provide processing services.We initially agreed that it could possibly be our equipment causing the issue as again, the merchant's cell phone type is typically compatible.Due to this suspicion, we provided replacement equipment at no additional charge in an effort to resolve the situation.The replacement equipment would also not work which caused us to look further at the merchant's cell phone as the possible issue as again our equipment has no issues working with the same type of device for other merchants.We suggested the merchant run an update on their cell phone in an effort to further troubleshoot and get our equipment to work.The merchant claimed to have recently ran an update and refused to run any further updates.We offered additional equipment types as an alternative processing solution as we were, and still are, able to provide processing ability as per our agreement.In addition, we offered courtesy credits for months billed in an effort to retain the account.Once we have exhausted all troubleshooting options and the equipment still will not work then we are able to waive the account closure fee due to incompatibility but the merchant has not allowed us to do this.We are happy to continue working to resolve the merchant's issues and work towards getting them officially processing with us.The merchant declined our efforts and requested to cancel.The merchant has provided the required signed documentation but has failed to return our equipment.Upon return of our equipment as outlined at the original request to close the account, we will cancel the account per the merchant's request. Thank you,True Payment Solutions
Good Evening, The merchant is correct that our mobile processing device was not compatible with their cell phone. To prevent possible cancellation, we offered alternative processing solutions to include both wired and wireless terminal options but the merchant was adamant that they only...
wanted a mobile processing unit and stated they planned to purchase an iPad in the next couple months. With this new information, we agreed to place the account on a temporary hold to give the merchant time to purchase a compatible device. Additionally, we explained that the temporary hold stopped all standard monthly fees and is offered as a courtesy for up to 90 days. The annual fee is not a standard monthly fee but as outlined on the original application, is charged once per year about 60 days after initial sign up. Even if there is no active processing, if the account remains open this fee is assessed to all accounts. Upon seeing this charge, the merchant requested a refund stating their account was not active because they had yet to use the service. We explained that per their direction, the account remained open so the fee was valid and no refunds would be issued as per their agreement, they still planned to process with us once they purchased a new tablet. When the merchant requested cancellation, as an additional courtesy and in lieu of the refund requested, we agreed to expedite the standard final billing period to prevent the normal monthly fees that would be assessed during this timeframe. The merchant understood and agreed to this offer or so we thought until they filed this complaint. As mentioned, the merchant’s normal monthly fees were waived during the temporary hold timeframe and the normal final billing period was waived all in consideration of their situation. While we agree, that we were not initially compatible with their cell phone, per the merchant’s direction we kept the account open because the merchant advised us they would be getting a compatible device soon. True Payment Solutions has not charged for anything not outlined on our original contract but rather have waived multiple months of what would normally be assessed for standard monthly fees. The merchant’s account has already been cancelled and all further billing stopped to include waiving the early termination fee due to incompatibility even though the merchant indicated they would be getting a different device that would be compatible. Thank you, True Payment Solutions
Good Evening, We are sorry to hear the merchant feels so negatively about us and that we are a crooked and greedy company. We have tried explaining all charges to the merchant but they have refused to accept to our explanation. The merchant is correct, their account was not closed in May as previously mentioned, we did not receive their cancellation form until the end of May. Even if it had been received early May as per their original date of calling in, May fees would have still applied. When we spoke in June, we cancelled the account and expedited the normal cancellation process to ensure no further billing as a courtesy and as a sign of good faith to show our willingness to work with them. Though we initially refused a refund of the May fees being that they were valid, the merchant did end up receiving this refund as an additional courtesy. The $375 that the merchant is referring to is their cancellation fee due to cancelling prior to the end of their contract term. As stated on our contract and for all our standard three-year agreements, the cancellation fee is $550 if the account is cancelled within the first year of service. It then drops to $375 if cancelled within the second year and $300 if cancelled within the third year prior to the contract fulfillment date. The merchant started services with us in December 2015 thus making their cancellation fee $375 as they have not entered their third year of service to reduce the fee. Thank you, True Payment Solutions
Good Evening, The original agreement was for an even swap of equipment but after learning that the equipment needed was not of equivalent value, the merchant was initially asked for assistance in covering the increased cost. When the merchant refused, and requested to cancel because the agreement was for free equipment, we agreed to honor and provide the necessary equipment in efforts to retain the account. We wanted to ensure we were meeting our part of the agreement as the merchant mentioned and even offered refunds upon installation and processing along with a decreased contract term based on the merchant’s grievances. We more than showed our willingness to work with the merchant and honor the agreed upon terms at time of sign up. We met all requests the merchant had issues with but cancellation was still requested so we provided the full cancellation process. The merchant has still not provided the necessary signed cancellation form in to close their account. We are happy to still honor our commitment to provide processing services or also cancel the account per the merchant’s request and stop billing but must have the required document to do so. Thank you, True Payment Solutions
[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]This has not solved anything I can prove you did not attempt an install. Every square inch if our store is under surveillance. I want refunded for the equipment that was ordered and never received 200 and I want refunded for all the months you have billed me for services I have not received, and last but not least I expect my cancelation to be completed without a fee as I HAVE NEVER RECIEVED SERVICES. I WILL NOT STOP, BECAUSE THUS IS UNJUST. FOR THE Revdex.com HIW CAN I SEND YOU VIDEO SURVEILLANCE FOR THE DAY SO I CAN PROVE THEY ARE LIARS& THIEVES. STILL ASKING WHERE IS A TRACKING NUMBER FOR THE EQUIPMENT YOU WERE SUPPOSED TO INSTALL OR MY REFUND FOR THAT? I KNOW YOU CAN NOT PROVIDE IT CAUSE YOU TOOK MY MONEY AND NEVER SENT MY EQUUPMENT OR ATTEMPTED AN INSTALL... YOU JUST RIPPED ME OFF.
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
Good Afternoon, We attempted installation mid April, shortly after merchant had signed up for services.Our tech was not able to install due to business location not having an internet source and their cell phone not having internet ability at the time either. We followed up with the...
merchant shortly after to find a better installation date at which time the merchant requested cancellation of services.The merchant was advised of the cancellation process multiple times in May which included the need for a signed letter of cancellation. We never received required documents so account remained open.We have spoken with the merchant again since our original conversations in May and since this complaint was originally filed to again advise of the need for the signed letter requesting cancellation. The merchant stated that she sent in the cancellation letter previously and wanted refunds for the months billed in error.We confirmed no receipt of email or fax from merchant but offered to honor original date merchant claims to have sent in cancellation letters if able to provide proof of sending.We have still yet to receive the required cancellation form so have been unable to cancel the account/stop charges. We continue to be willing to work with the merchant in reference to her original send date or we can/will close the accounts upon receipt of the required documentation. In addition, we will refund the $200 referenced as merchant is correct that we did not provide equipment paid for due to merchant refusing installation. Thank you,True Payment Solutions
Good Afternoon,
We have spoken briefly with the merchant to clear up
confusion around First Data/respective companies to ensure merchant’s
understanding that we are an independent organization and absolutely still in
business.
In addition, we were able to get the phone...
number corrected
on the merchant’s receipts.
Due to timing conflicts, we have been unable to talk more in
depth in regards to merchants other questions/concerns but will continue to be
in touch and work towards a resolution.
Thank you,
True Payment Solutions
Good Evening, The merchant is correct that our equipment provided did not work on their cell phone. The type of cell phone being used by the merchant is the same type that is used by many of our merchants as this is part of the qualifying process to ensure we are able to successfully...
provide processing services.We initially agreed that it could possibly be our equipment causing the issue as again, the merchant's cell phone type is typically compatible.Due to this suspicion, we provided replacement equipment at no additional charge in an effort to resolve the situation.The replacement equipment would also not work which caused us to look further at the merchant's cell phone as the possible issue as again our equipment has no issues working with the same type of device for other merchants.We suggested the merchant run an update on their cell phone in an effort to further troubleshoot and get our equipment to work.The merchant claimed to have recently ran an update and refused to run any further updates.We offered additional equipment types as an alternative processing solution as we were, and still are, able to provide processing ability as per our agreement.In addition, we offered courtesy credits for months billed in an effort to retain the account.Once we have exhausted all troubleshooting options and the equipment still will not work then we are able to waive the account closure fee due to incompatibility but the merchant has not allowed us to do this.We are happy to continue working to resolve the merchant's issues and work towards getting them officially processing with us.The merchant declined our efforts and requested to cancel.The merchant has provided the required signed documentation but has failed to return our equipment.Upon return of our equipment as outlined at the original request to close the account, we will cancel the account per the merchant's request. Thank you,True Payment Solutions
Good Evening, The merchant is correct that our mobile processing device was not compatible with their cell phone. To prevent possible cancellation, we offered alternative processing solutions to include both wired and wireless terminal options but the merchant was adamant that they only...
wanted a mobile processing unit and stated they planned to purchase an iPad in the next couple months. With this new information, we agreed to place the account on a temporary hold to give the merchant time to purchase a compatible device. Additionally, we explained that the temporary hold stopped all standard monthly fees and is offered as a courtesy for up to 90 days. The annual fee is not a standard monthly fee but as outlined on the original application, is charged once per year about 60 days after initial sign up. Even if there is no active processing, if the account remains open this fee is assessed to all accounts. Upon seeing this charge, the merchant requested a refund stating their account was not active because they had yet to use the service. We explained that per their direction, the account remained open so the fee was valid and no refunds would be issued as per their agreement, they still planned to process with us once they purchased a new tablet. When the merchant requested cancellation, as an additional courtesy and in lieu of the refund requested, we agreed to expedite the standard final billing period to prevent the normal monthly fees that would be assessed during this timeframe. The merchant understood and agreed to this offer or so we thought until they filed this complaint. As mentioned, the merchant’s normal monthly fees were waived during the temporary hold timeframe and the normal final billing period was waived all in consideration of their situation. While we agree, that we were not initially compatible with their cell phone, per the merchant’s direction we kept the account open because the merchant advised us they would be getting a compatible device soon. True Payment Solutions has not charged for anything not outlined on our original contract but rather have waived multiple months of what would normally be assessed for standard monthly fees. The merchant’s account has already been cancelled and all further billing stopped to include waiving the early termination fee due to incompatibility even though the merchant indicated they would be getting a different device that would be compatible. Thank you, True Payment Solutions
Good Evening, We are sorry to hear the merchant feels so negatively about us and that we are a crooked and greedy company. We have tried explaining all charges to the merchant but they have refused to accept to our explanation. The merchant is correct, their account was not closed in May as previously mentioned, we did not receive their cancellation form until the end of May. Even if it had been received early May as per their original date of calling in, May fees would have still applied. When we spoke in June, we cancelled the account and expedited the normal cancellation process to ensure no further billing as a courtesy and as a sign of good faith to show our willingness to work with them. Though we initially refused a refund of the May fees being that they were valid, the merchant did end up receiving this refund as an additional courtesy. The $375 that the merchant is referring to is their cancellation fee due to cancelling prior to the end of their contract term. As stated on our contract and for all our standard three-year agreements, the cancellation fee is $550 if the account is cancelled within the first year of service. It then drops to $375 if cancelled within the second year and $300 if cancelled within the third year prior to the contract fulfillment date. The merchant started services with us in December 2015 thus making their cancellation fee $375 as they have not entered their third year of service to reduce the fee. Thank you, True Payment Solutions
Good Evening, The original agreement was for an even swap of equipment but after learning that the equipment needed was not of equivalent value, the merchant was initially asked for assistance in covering the increased cost. When the merchant refused, and requested to cancel because the agreement was for free equipment, we agreed to honor and provide the necessary equipment in efforts to retain the account. We wanted to ensure we were meeting our part of the agreement as the merchant mentioned and even offered refunds upon installation and processing along with a decreased contract term based on the merchant’s grievances. We more than showed our willingness to work with the merchant and honor the agreed upon terms at time of sign up. We met all requests the merchant had issues with but cancellation was still requested so we provided the full cancellation process. The merchant has still not provided the necessary signed cancellation form in to close their account. We are happy to still honor our commitment to provide processing services or also cancel the account per the merchant’s request and stop billing but must have the required document to do so. Thank you, True Payment Solutions
[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]This has not solved anything I can prove you did not attempt an install. Every square inch if our store is under surveillance. I want refunded for the equipment that was ordered and never received 200 and I want refunded for all the months you have billed me for services I have not received, and last but not least I expect my cancelation to be completed without a fee as I HAVE NEVER RECIEVED SERVICES. I WILL NOT STOP, BECAUSE THUS IS UNJUST. FOR THE Revdex.com HIW CAN I SEND YOU VIDEO SURVEILLANCE FOR THE DAY SO I CAN PROVE THEY ARE LIARS& THIEVES. STILL ASKING WHERE IS A TRACKING NUMBER FOR THE EQUIPMENT YOU WERE SUPPOSED TO INSTALL OR MY REFUND FOR THAT? I KNOW YOU CAN NOT PROVIDE IT CAUSE YOU TOOK MY MONEY AND NEVER SENT MY EQUUPMENT OR ATTEMPTED AN INSTALL... YOU JUST RIPPED ME OFF.
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]