Hello, iPayment realizes the frustration this may have caused for the business. The reason funds are on hold for thirty days is for protection for both the merchant and iPayment. Should the cardholder dispute a transaction, we would use the reserve amount to cover any disputes caused by the card...
holder. After the estimated 30 days, the funds will be released to the checking's account on file. Since there was a previous dispute for $942.53, iPayment must raise a flag for future disputes on the account; thus, any reserves will be released after the estimated 30 days.
We will close the merchant processing account and waive the Early Termination Fee as a courtesy. However, we do not handle leasing of equipment through iPayment Inc. You will need to address this with your Sales Office Swift Capital at 1###-###-####.
Hello, iPayment acknowledges the concern for the funds on hold. However, on 6/19/15 the business, Grover's Garage Inc., processed refunds and we were unable to debit $6,800.84 from the business checking's account. On 7/10/15 more refunds were processed totaling $2,917.67 and we were unable to...
debit the business checking's account to cover the refunds. With these (2) occurrences, the account had to be closed and a batch including the $3,122.58 must remain on hold to cover the losses from the rejects. Moreover, the processing fees and bank charges are on the Schedule of Fees on the application and can not be waived since they are used to process all sales and refunds. For escalated assistance, please call our Risk Department at 800-324-9825 option #5.
Hello. We acknowledge your concern of the $120.00 being held after the account being closed. The reason the $120.00 chargeback is on hold is if the merchant service provider, iPayment, does credit the $120.00, the cardholder can still dispute the amount after 90 days; thus, an additional liability...
will be placed on the merchant service provider. We can hold the $120.00 for 90 days rather than 180 days as a courtesy should the cardholder dispute the $120.00.
Complaint: 11609815
I am rejecting this response because: Insurance policies are annual contracts. This is not an acceptable answer, the nature of my business is self explanatory. It is the responsibility of the representative to accurately depict my business to the risk management department - this was not done resulting in loss of income to my business. If the individual is not versed in the position he has been given, there should be no consequences for the consumer who is at a loss due to the negligence of said employee. The name of the representative was Brad Warren of flagship merchant services.
Regards,
R[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11310267, and find that this resolution is satisfactory to me.
We really appreciate your understanding and working with us to resolve this.
Regards,
M[redacted]
Hello, we understand your concern with finding another processor. We have contacted the Issuing Bank from the fraudulent cards and advised us to not reverse the transactions; moreover, if iPayment would have reversed the transactions, your business most likely would have taken a hit. At this point...
in time, due to the response from the Issuing Bank of the cardholder being victimized, iPayment, the merchant service provider, must refrain from reversing the fraudulent transactions.
Merchant Agreement discloses annual PCI fee on 3rd page above the guarantors signature. We will not be waiving this fee as it is clearly disclosed. As a courtesy we have closed the account and waived the Early Termination Fee of $350.00.
[
Complaint: 11310267
I am rejecting this response because:
Had we known that using your service for Third Party was not prohibited, we would not have opened the account.Furthermore, I explained very clearly to the sales rep (P[redacted] from Flagship Merchants) that we wanted to open an account for this specific reason, to which he stated there were no issues.Additionally, the only "contract" we received is the attached file. Can you please point out where section 21.1.13 is in this document? Please consider releasing at least a portion of the "Reserve Fees".Regards,
M[redacted]
Hello, iPayment, the merchant service provider, understands the concern for small businesses. We have waived the collection balance for $32.90 as a courtesy and there is no cancellation fee on the merchant account set up by the Independent Sales Organiation, for Merchant Account Solutions. We have sent a courtesy e-mail to the e-mail on file.
D[redacted],You had 2 accounts with us. 1 account funds are owed. We have called and made several requests for the address of where you would like us to send a check to you. There has been no response back. Please fax your request of where to mail your check to. the fax number you can send your request...
to is 818-540-6721. Please include your merchant name and merchant number and the physical address of where you would like us to send the check.
Hello, iPayment acknowledges the concern for local businesses. Although e-mails and the merchant were signed by the principal, we would like to continue doing business with On The Fly Service Guide. We will credit the $19.95; however, the $7.95 is a debit which is handled by Authorize.Net....
Please contact the gateway for any reimbursements and cancellation.
Funds were held due to exceeding approved high ticket. Fee's owed on sale and return. If merchant wishes to close they need to complete a closure request form and submit for processing as described in the Merchant Services Guide.
Hello,We are sorry you have been in this situation with funds held by our Risk department. We have taken many calls from you regarding this hold and have explained everything in full. To cover your complaint about not responding to any calls or emails this is not true. We have many...
notations showing you have called and been explained all matters regarding the hold. We have explained that the products you are selling are on our prohibited list and we cannot allow for the sales to go through. We suggested that you issue refunds to your customers and accept an alternate form of payment to get your funds. You had stated you would not issue refunds which resulted in us holding the funds. In addition to the transactions being of a prohibited product, your account is now receiving Chargebacks and Retrievals which are customer inquiries/disputes totaling $13,471.70 to date. We will have to hold the funds and can review for a release in July. Having Chargebacks/Retrievals equal more then the amount you process in a month poses a very high risk issue.We hope this answers your questions. Again we did offer you a resolution which was to issue refunds to your customers and accept an alternate form of payment which you declined to do.Please call ###-###-#### for further assistance on a timeline for releasing your funds held.Thank you.
Complaint: 11830094
I am rejecting this response because: The information provided is not true I have all the...
calls recorded and there were no open disputes. We had our customer dispute the charge because you held funds and we advised them that we couldn't do their job until funds were released. Your company do business on faulty unethical practices. The account is closed now as of 2 days ago you told us you would refund the customer which you didn't and the customer filed a dispute of funds then your company sent a email stating that you would be deducting the funds from our business account and we never were released the funds we advised the customer that you guys have their money, however our company is responsible to give a customer money back that we never received.
Regards,
E[redacted]
Hello, iPayment realizes the frustration this may have caused for the business. The reason funds are on hold for thirty days is for protection for both the merchant and iPayment. Should the cardholder dispute a transaction, we would use the reserve amount to cover any disputes caused by the card...
holder. After the estimated 30 days, the funds will be released to the checking's account on file. Since there was a previous dispute for $942.53, iPayment must raise a flag for future disputes on the account; thus, any reserves will be released after the estimated 30 days.
We will close the merchant processing account and waive the Early Termination Fee as a courtesy. However, we do not handle leasing of equipment through iPayment Inc. You will need to address this with your Sales Office Swift Capital at 1###-###-####.
Hello, iPayment acknowledges the concern for the funds on hold. However, on 6/19/15 the business, Grover's Garage Inc., processed refunds and we were unable to debit $6,800.84 from the business checking's account. On 7/10/15 more refunds were processed totaling $2,917.67 and we were unable to...
debit the business checking's account to cover the refunds. With these (2) occurrences, the account had to be closed and a batch including the $3,122.58 must remain on hold to cover the losses from the rejects. Moreover, the processing fees and bank charges are on the Schedule of Fees on the application and can not be waived since they are used to process all sales and refunds. For escalated assistance, please call our Risk Department at 800-324-9825 option #5.
Hello. We acknowledge your concern of the $120.00 being held after the account being closed. The reason the $120.00 chargeback is on hold is if the merchant service provider, iPayment, does credit the $120.00, the cardholder can still dispute the amount after 90 days; thus, an additional liability...
will be placed on the merchant service provider. We can hold the $120.00 for 90 days rather than 180 days as a courtesy should the cardholder dispute the $120.00.
Complaint: 11609815
I am rejecting this response because: Insurance policies are annual contracts. This is not an acceptable answer, the nature of my business is self explanatory. It is the responsibility of the representative to accurately depict my business to the risk management department - this was not done resulting in loss of income to my business. If the individual is not versed in the position he has been given, there should be no consequences for the consumer who is at a loss due to the negligence of said employee. The name of the representative was Brad Warren of flagship merchant services.
Regards,
R[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11310267, and find that this resolution is satisfactory to me.
We really appreciate your understanding and working with us to resolve this.
Regards,
M[redacted]
Complaint: 11618843
I am rejecting this response because:Because my name is R[redacted] not R[redacted]
Regards,
[redacted]
Hello, we understand your concern with finding another processor. We have contacted the Issuing Bank from the fraudulent cards and advised us to not reverse the transactions; moreover, if iPayment would have reversed the transactions, your business most likely would have taken a hit. At this point...
in time, due to the response from the Issuing Bank of the cardholder being victimized, iPayment, the merchant service provider, must refrain from reversing the fraudulent transactions.
Mr [redacted] Can you please provide your merchant number so we may review this for you. Thank you.
Merchant Agreement discloses annual PCI fee on 3rd page above the guarantors signature. We will not be waiving this fee as it is clearly disclosed. As a courtesy we have closed the account and waived the Early Termination Fee of $350.00.
Merchant can contact us directly to receive copy of merchant agreement.
[
Complaint: 11310267
I am rejecting this response because:
Had we known that using your service for Third Party was not prohibited, we would not have opened the account.Furthermore, I explained very clearly to the sales rep (P[redacted] from Flagship Merchants) that we wanted to open an account for this specific reason, to which he stated there were no issues.Additionally, the only "contract" we received is the attached file. Can you please point out where section 21.1.13 is in this document? Please consider releasing at least a portion of the "Reserve Fees".Regards,
M[redacted]
We have closed this account and waived the ETF Fee. Thank you for your information.
Hello, iPayment, the merchant service provider, understands the concern for small businesses. We have waived the collection balance for $32.90 as a courtesy and there is no cancellation fee on the merchant account set up by the Independent Sales Organiation, for Merchant Account Solutions. We have sent a courtesy e-mail to the e-mail on file.
We have reviewed your concerns and will be refunding your Early Termination Fee. Thank you.
D[redacted],You had 2 accounts with us. 1 account funds are owed. We have called and made several requests for the address of where you would like us to send a check to you. There has been no response back. Please fax your request of where to mail your check to. the fax number you can send your request...
to is 818-540-6721. Please include your merchant name and merchant number and the physical address of where you would like us to send the check.
Hello, iPayment acknowledges the concern for local businesses. Although e-mails and the merchant were signed by the principal, we would like to continue doing business with On The Fly Service Guide. We will credit the $19.95; however, the $7.95 is a debit which is handled by Authorize.Net....
Please contact the gateway for any reimbursements and cancellation.
Funds were held due to exceeding approved high ticket. Fee's owed on sale and return. If merchant wishes to close they need to complete a closure request form and submit for processing as described in the Merchant Services Guide.
Hello,We are sorry you have been in this situation with funds held by our Risk department. We have taken many calls from you regarding this hold and have explained everything in full. To cover your complaint about not responding to any calls or emails this is not true. We have many...
notations showing you have called and been explained all matters regarding the hold. We have explained that the products you are selling are on our prohibited list and we cannot allow for the sales to go through. We suggested that you issue refunds to your customers and accept an alternate form of payment to get your funds. You had stated you would not issue refunds which resulted in us holding the funds. In addition to the transactions being of a prohibited product, your account is now receiving Chargebacks and Retrievals which are customer inquiries/disputes totaling $13,471.70 to date. We will have to hold the funds and can review for a release in July. Having Chargebacks/Retrievals equal more then the amount you process in a month poses a very high risk issue.We hope this answers your questions. Again we did offer you a resolution which was to issue refunds to your customers and accept an alternate form of payment which you declined to do.Please call ###-###-#### for further assistance on a timeline for releasing your funds held.Thank you.
Complaint: 11830094
I am rejecting this response because: The information provided is not true I have all the...
calls recorded and there were no open disputes. We had our customer dispute the charge because you held funds and we advised them that we couldn't do their job until funds were released. Your company do business on faulty unethical practices. The account is closed now as of 2 days ago you told us you would refund the customer which you didn't and the customer filed a dispute of funds then your company sent a email stating that you would be deducting the funds from our business account and we never were released the funds we advised the customer that you guys have their money, however our company is responsible to give a customer money back that we never received.
Regards,
E[redacted]