Merchant entered into Merchant Agreement and signed and agreed to contract. Issues were resolved. Merchant rejected month end fee's owed as unauthorized. Per agreement funds owed were authorized. Account was closed do to rejected funds and sent to collections. No refunds will be...
Complaint: 11763069
I am rejecting this response because: in October of 2015, I decided it was not healthy to keep getting frustrated over this matter while pregnant by calling every...
single day. So I asked for an email address to continue trying to resolve this matter. The next morning, I emailed, and I have emailed more than 100 times. I stopped counting at 100. I have never received a reply. Ever. And as far as the 'merchant being called and told it was denied," that is 100% false. I have never in the history of my dealings with this company gotten a promised return call, email, fax, mail, nothing. Even when my refund was approved by management, and was told he would call me back in 20 minutes to tell me how my refund would come (mail, transfer etc). I stated that I was going into a funeral, so he promised me it would be no more than 20 min. Never called me back. When I called the next day, no one had any knowledge of our conversation. I couldn't get in touch with this manager again, even with the direct number I was given. One time over a month later, I did get him on the line, & he quickly said he hadn't forgotten about my refund, & of course needed to call me back, & of course never did. The bottom line is, this company made a mistake. Many mistakes. And instead of simply refunding the money that was stolen from my bank account, they are just completely refusing to even acknowledge the incident by giving me the worst customer service and completely mishandling this for YEARS. I showed them proof of cancellation, many, many times, there should be nothing else to do.
Regards,
[redacted]
Merchant agreement clearly states merchant needs to provide processor in writing request for cancellation. Never received. We have closed the account per this request. No refund will be given.
Hello, we have acknowledged your concern and have closed your merchant account effective 11/9/2015. We have issued a refund for October monthly fees totaling $44.99 and you should see that hit your bank account within a week. We have also refunded you $30 on 10/22/2015. You will not receive a bill...
Hello, we acknowledge the concern for the month end fees. In the original application, it has a clear listing of the schedule of fees including month end fees and early termination fees despite the reason for closure. We have submitted refunds for September month end fees, $48.94, on 10/19/15 and...
released the remaining funds on hold, $177.58, 10/15/15.
Funds were held due to exceeding the 2K high ticket as agreed to on the Merchant Agreement. Risk has now released the excess funds back to you. In the future please submit proper documentation and approval prior to running charges over your approved limits.
These fee's are in process of being waived per Agent's request on 2/29/16. We are refunding the Early Termination Fee on both accounts and the Oct-Jan Statement Fee's on both accounts. Thank you.
Complaint: 10800298
I am rejecting this response because:This company falsified documents in the application process in order to pass the account through. They knew they do not accept business with weight loss centers and listed us as a personal trainer working from home rather than a doctor's office in order to push our account through. We were red flagged because we had approx 60 transactions in a day which is normal for a doctor's office, not so normal for a personal trainer working from home. If they had been honest from the beginning, this never would have happened. Please move our complaint to Ipayment as they suggest. Perhaps then it may get resolved and then I will file a review under their page letting people know that their salesmen will lie to make a sale and then their processing company will keep your money.
Regards,
Julie Storelli
Hello. We understand your concern for returning the equipment. We have an address to return the equipment by calling ###-###-#### but we do not send return tags for the equipment. We are looking at the application for the merchant account, moreover, there is no cancellation fee. Please call...
###-###-#### which is the independent sales office who handles the closure.
Complaint: 10849145
I am rejecting this response because: this is a ridiculous statement on maintaining my closed account--money has been taken since last year from both of my business accounts--this account was closed so their would be no reason to maintain a closed account other than to take money that they did not earn--last time anyone even answered the phone they were looking into it and would get back to me-which they never did!!There has been a good bit of money on accounts that showed no activity other than them taking money from both--I am in compliance because I have to be in compliance to be able to take credit cards thru m local bank--I am only asking for money to be returned to my bank that was not earned for any reason from this company-I will get the statements from both accounts to show how much they have taken--we are a mom and pop shop senior citizens trying to make a living to have to be taken advantage of..
Regards,
D[redacted]
Hello,We are sorry to hear of the issues you are expressing. Upon review of your merchant agreement, it seems all fees are being charged as signed for. You have processed credit card transactions and accepted the terms of the merchant application and the program guide. This...
explains and authorizing applicable service fees. Our customer service departments are available to aid you in understanding your schedule of fees. The agreement does state you have a cancellation fee. Unfortunately we would not be able to waive this fee as the agreement is signed for and being used for your credit card processing.Thank you.
Hello,To clarify, your account was not closed in 2016, as clarified in our last response. When you process with our services, you authorize us to debit your checking account any fees that are owed for said services used (refer to program guide). When you close your account, that does not waive or alter the agreement you have made to pay for said services to our company. You agreed to authorize our company to ACH your business checking account for fees owed for services rendered. To respond to your claim that "..they should send me a statement to collect balance.." this is only done after you fail to pay via the automated recurring charge issued monthly. We are not obligated to cease the agreed to collection method because you closed your account in the middle of a billing cycle. If you would, please confirm and clarify in your merchant agreement and program guide where it states we must send you a "final statement" for balances owed if you were to close your account. You have been credited for part of the PCI Compliance fee, to cover your claim you should pay for only part of the year. This has been completed already. We are unable to refund further fees to you, and we will need to collect the fees owed for the credit card sales you processed and have not paid for.Thank you
Complaint: 10884762
I am rejecting this response because: At no time was I presented with any information regarding the fact that I would be charged an additional $149 fee. I just re-read page 3 of my application in full and still find nothing of the kind. What's more, those fees were obviously hidden in the statements under the name "Miscellaneous Additional Fees." If the (supposed) request for the PCI compliance verification had not been so well hidden, I could have provided it, since I still have it on file. The $174 figure results from adding the "Miscellaneous Additional Fees" from all of my statements. I suppose it is possible that Card Payment Direct hid yet another additional fee in the statements that pertains to something else. Was it reasonable to expect one to spend more extended time on the phone to uncover the purpose of that fee also? The $190 requested is partial compensation for the time that was in effect stolen from me in trying to combat what gives the appearance of a dishonest business practice. My complaint and request for refund and compensation stand.
Regards,
[redacted]
Complaint: 11152392
I am rejecting this response because:On a good note, they followed through with their end and cancelled the account and waived the fees. However, unknown to me there was a hidden 4 year lease for equipment inside that agreement. I was unaware until I received a letter welcoming me to first data. I assumed it was leftover from my cancelled iPayment account. To my surprise it informed me that I was under a 4 year lease for my processing terminal. I do not have any such terminal as my account with iPayment was closed and no delivery of a terminal took place. I contacted first data assuming it was a mistake. I came to learn that the lease attached to my account is still active and not able to be canceled. After a 2nd call with first data they referred me back to the same Skip Houston who was unwilling to help at all. I was told that even though they cancelled my account before it started and had all fees waived, it didn't include the 4 year lease for a terminal. At no time during the initial set up was this ever mentioned. I am currently waiting on a copy of the agreement I supposedly signed to be sent to me in the next 2 weeks. During that time I'm told my bank account will be drafted for the lease and that failure to pay will result in it going to a collection agency. First data has told me that ipayment can opt to stop this before the 20th and void it. But if they don't I will have to make 48months worth of payments or buy the lease out. All attempts at resolving this with the company have been met with them telling me, in so many words, that they don't care. I just wanted to be done with this company and never see or hear from them again but they still are trying to rip me off. Void the 48 month lease that was hidden in my original account. I do not have the item I am supposed to have a lease on and do not want it.
[redacted]
Hello, we understand the concern for your business. On page 3 of the application it says "a PCI Annual Compliance Fee will be assessed to each Merchant Account annually, which amount will be determined by compliance and security requirements at the time of the fee assessment." Because of the facts on the application, these fees are valid per the agreement.
We have reviewed your concerns. Funds can be held up to 270 days per the Merchant Services Guide. However, upon review Risk will release the funds out to the merchant.
Hello. iPayment recognizes the concerns for small and medium sized business owners. On the application, we state the schedule of fees as well as our rates. We simply provide a rate and do not set flat fees per month as the fee will be based on a business' sales for each individual month. To cancel...
the account, please call 800-554-2777. Please provide supporting documentation to any addendum to the agreement as our records show there is a 3 year contract (attached). Moreover, iPayment does not handle the leasing equipment as the leasing company is a separate entity from the merchant service provider. Please contact your leasing company for cancellation instructions.
Merchant entered into Merchant Agreement and signed and agreed to contract. Issues were resolved. Merchant rejected month end fee's owed as unauthorized. Per agreement funds owed were authorized. Account was closed do to rejected funds and sent to collections. No refunds will be...
given.
Complaint: 11763069
I am rejecting this response because: in October of 2015, I decided it was not healthy to keep getting frustrated over this matter while pregnant by calling every...
single day. So I asked for an email address to continue trying to resolve this matter. The next morning, I emailed, and I have emailed more than 100 times. I stopped counting at 100. I have never received a reply. Ever. And as far as the 'merchant being called and told it was denied," that is 100% false. I have never in the history of my dealings with this company gotten a promised return call, email, fax, mail, nothing. Even when my refund was approved by management, and was told he would call me back in 20 minutes to tell me how my refund would come (mail, transfer etc). I stated that I was going into a funeral, so he promised me it would be no more than 20 min. Never called me back. When I called the next day, no one had any knowledge of our conversation. I couldn't get in touch with this manager again, even with the direct number I was given. One time over a month later, I did get him on the line, & he quickly said he hadn't forgotten about my refund, & of course needed to call me back, & of course never did. The bottom line is, this company made a mistake. Many mistakes. And instead of simply refunding the money that was stolen from my bank account, they are just completely refusing to even acknowledge the incident by giving me the worst customer service and completely mishandling this for YEARS. I showed them proof of cancellation, many, many times, there should be nothing else to do.
Regards,
[redacted]
Merchant agreement clearly states merchant needs to provide processor in writing request for cancellation. Never received. We have closed the account per this request. No refund will be given.
Hello, we have acknowledged your concern and have closed your merchant account effective 11/9/2015. We have issued a refund for October monthly fees totaling $44.99 and you should see that hit your bank account within a week. We have also refunded you $30 on 10/22/2015. You will not receive a bill...
for November.
Hello, we acknowledge the concern for the month end fees. In the original application, it has a clear listing of the schedule of fees including month end fees and early termination fees despite the reason for closure. We have submitted refunds for September month end fees, $48.94, on 10/19/15 and...
released the remaining funds on hold, $177.58, 10/15/15.
Funds were held due to exceeding the 2K high ticket as agreed to on the Merchant Agreement. Risk has now released the excess funds back to you. In the future please submit proper documentation and approval prior to running charges over your approved limits.
These fee's are in process of being waived per Agent's request on 2/29/16. We are refunding the Early Termination Fee on both accounts and the Oct-Jan Statement Fee's on both accounts. Thank you.
We will close & waive the Early Termination Fee as a courtesy. Thank you.
Complaint: 10800298
I am rejecting this response because:This company falsified documents in the application process in order to pass the account through. They knew they do not accept business with weight loss centers and listed us as a personal trainer working from home rather than a doctor's office in order to push our account through. We were red flagged because we had approx 60 transactions in a day which is normal for a doctor's office, not so normal for a personal trainer working from home. If they had been honest from the beginning, this never would have happened. Please move our complaint to Ipayment as they suggest. Perhaps then it may get resolved and then I will file a review under their page letting people know that their salesmen will lie to make a sale and then their processing company will keep your money.
Regards,
Julie Storelli
Hello. We understand your concern for returning the equipment. We have an address to return the equipment by calling ###-###-#### but we do not send return tags for the equipment. We are looking at the application for the merchant account, moreover, there is no cancellation fee. Please call...
###-###-#### which is the independent sales office who handles the closure.
Complaint: 10849145
I am rejecting this response because: this is a ridiculous statement on maintaining my closed account--money has been taken since last year from both of my business accounts--this account was closed so their would be no reason to maintain a closed account other than to take money that they did not earn--last time anyone even answered the phone they were looking into it and would get back to me-which they never did!!There has been a good bit of money on accounts that showed no activity other than them taking money from both--I am in compliance because I have to be in compliance to be able to take credit cards thru m local bank--I am only asking for money to be returned to my bank that was not earned for any reason from this company-I will get the statements from both accounts to show how much they have taken--we are a mom and pop shop senior citizens trying to make a living to have to be taken advantage of..
Regards,
D[redacted]
Hello,We are sorry to hear of the issues you are expressing. Upon review of your merchant agreement, it seems all fees are being charged as signed for. You have processed credit card transactions and accepted the terms of the merchant application and the program guide. This...
explains and authorizing applicable service fees. Our customer service departments are available to aid you in understanding your schedule of fees. The agreement does state you have a cancellation fee. Unfortunately we would not be able to waive this fee as the agreement is signed for and being used for your credit card processing.Thank you.
Hello,To clarify, your account was not closed in 2016, as clarified in our last response. When you process with our services, you authorize us to debit your checking account any fees that are owed for said services used (refer to program guide). When you close your account, that does not waive or alter the agreement you have made to pay for said services to our company. You agreed to authorize our company to ACH your business checking account for fees owed for services rendered. To respond to your claim that "..they should send me a statement to collect balance.." this is only done after you fail to pay via the automated recurring charge issued monthly. We are not obligated to cease the agreed to collection method because you closed your account in the middle of a billing cycle. If you would, please confirm and clarify in your merchant agreement and program guide where it states we must send you a "final statement" for balances owed if you were to close your account. You have been credited for part of the PCI Compliance fee, to cover your claim you should pay for only part of the year. This has been completed already. We are unable to refund further fees to you, and we will need to collect the fees owed for the credit card sales you processed and have not paid for.Thank you
Complaint: 10884762
I am rejecting this response because: At no time was I presented with any information regarding the fact that I would be charged an additional $149 fee. I just re-read page 3 of my application in full and still find nothing of the kind. What's more, those fees were obviously hidden in the statements under the name "Miscellaneous Additional Fees." If the (supposed) request for the PCI compliance verification had not been so well hidden, I could have provided it, since I still have it on file. The $174 figure results from adding the "Miscellaneous Additional Fees" from all of my statements. I suppose it is possible that Card Payment Direct hid yet another additional fee in the statements that pertains to something else. Was it reasonable to expect one to spend more extended time on the phone to uncover the purpose of that fee also? The $190 requested is partial compensation for the time that was in effect stolen from me in trying to combat what gives the appearance of a dishonest business practice. My complaint and request for refund and compensation stand.
Regards,
[redacted]
No refunds to be issued due to signed contractual agreement agreeing to terms and conditions of merchant account.
Complaint: 11152392
I am rejecting this response because:On a good note, they followed through with their end and cancelled the account and waived the fees. However, unknown to me there was a hidden 4 year lease for equipment inside that agreement. I was unaware until I received a letter welcoming me to first data. I assumed it was leftover from my cancelled iPayment account. To my surprise it informed me that I was under a 4 year lease for my processing terminal. I do not have any such terminal as my account with iPayment was closed and no delivery of a terminal took place. I contacted first data assuming it was a mistake. I came to learn that the lease attached to my account is still active and not able to be canceled. After a 2nd call with first data they referred me back to the same Skip Houston who was unwilling to help at all. I was told that even though they cancelled my account before it started and had all fees waived, it didn't include the 4 year lease for a terminal. At no time during the initial set up was this ever mentioned. I am currently waiting on a copy of the agreement I supposedly signed to be sent to me in the next 2 weeks. During that time I'm told my bank account will be drafted for the lease and that failure to pay will result in it going to a collection agency. First data has told me that ipayment can opt to stop this before the 20th and void it. But if they don't I will have to make 48months worth of payments or buy the lease out. All attempts at resolving this with the company have been met with them telling me, in so many words, that they don't care. I just wanted to be done with this company and never see or hear from them again but they still are trying to rip me off. Void the 48 month lease that was hidden in my original account. I do not have the item I am supposed to have a lease on and do not want it.
[redacted]
Hello, we understand the concern for your business. On page 3 of the application it says "a PCI Annual Compliance Fee will be assessed to each Merchant Account annually, which amount will be determined by compliance and security requirements at the time of the fee assessment." Because of the facts on the application, these fees are valid per the agreement.
We have reviewed your concerns. Funds can be held up to 270 days per the Merchant Services Guide. However, upon review Risk will release the funds out to the merchant.
$350.00 was refunded on 12/14/16.
Hello. iPayment recognizes the concerns for small and medium sized business owners. On the application, we state the schedule of fees as well as our rates. We simply provide a rate and do not set flat fees per month as the fee will be based on a business' sales for each individual month. To cancel...
the account, please call 800-554-2777. Please provide supporting documentation to any addendum to the agreement as our records show there is a 3 year contract (attached). Moreover, iPayment does not handle the leasing equipment as the leasing company is a separate entity from the merchant service provider. Please contact your leasing company for cancellation instructions.