Axia Payments, Inc.

The below email correspondence took pl**e between myself, C*** ***, and the customerI have not heard from the customer since, but have confirmed on my end that we did in f**t already issue the full credit to herPlease let me know if you have any questions
Thank
you!
Hi ***,
I am sorry to hear that was never confirmed with youOur office ended up sending the full credit through, and Z** and B*** both covered a portion of that out of their pocket as part of their responsibilityI did just double check our billing system and I see the credit was submitted on our end on 2/29/16, but if for any reason you do not see it on your side please let me know and I’d be happy to look further into it and make sure you get the funds you are owedI hope you have a great rest of your daySincerely,
C*** ***
Director of Operationsphone | ###-###-####fax | ###-###-####web | www.axiapayments.com
twitter | @axiaholdings
Hi C***,
I was not aware of the refund as I never heard b**k from them and they had previously stated that there was nothing they could doThank you for your quick responseI will have a look at our business bank **count to confirmL** ***
LBUBC Manager
5*** On Thursday, March 17, 2016, C*** *** wrote:
Hi Elizabeth,
I received your notice from the Revdex.com, and I wanted to re**h out to you to apologize on behalf of Axia and make sure that your issue has been fully resolvedI have addressed this with Z** Ernst as well as his manager B*** *** and gathered more information on the situationBased on the chain of emails, I can certainly understand your frustrations with the l**k of communication from the management sideMaintaining positive relationships with e**h of our clients is something that Axia prides itself in, and I am very sorry to hear that your experience with closing your **count did not reflect this
I’m not sure if there was a delay on the Revdex.com side with notifying us of this complaint, but we received the notice on 3/16/and I see a credit has already been issued to your **count for the total of $as of 2/29/I believe Z** was in touch with you around that time notifying you of the fees he agreed to cover as well, but please let me know if that is not the case and I will absolutely address that with him as well
Again, I sincerely apologize for the negative experience you had with Axia and if there is anything I can do to resolve this any further, please do not hesitate to cont**t meWe greatly appreciate your business and your loyalty to us over the past several years
I wish you the very best and hope that we will have the opportunity to work together again in the future
Sincerely,
C*** ***
Director of Operationsphone | ###-###-#### fax | ###-###-#### web | www.axiapayments.com
twitter | @axiaholdings

There are a few issues with the customer’s statement of the
problemThe first error is the date which this “problem occurred” of
9/1/15. Get Drizzled did not start processing until 9/13/so it could not have started at that time and she could
not have contacted us about this on 9/1/as she claimed. There were no
breaches of contract as she and allegedly her attorney claimed. Axia
placed the online account on 100% reserve due to their website not meeting the
URL guidelines required by Visa and the other card brand associations.
These requirements are clearly listed on the merchant agreement. Also the
terms and conditions of the agreement state that the merchant will maintain
compliance with all Card Brand Association requirements. The contract is
very clear that Axia can establish a reserve account for various reasons,
including non-compliance. Get Drizzled’s sales representative, who is
actually listed on their contact page as the gift basket coordinator so we can
assume that they have regular contact, was notified of this and instructed to
work with the merchant to get their website updated to meet compliance
standards. We typically allow the online account to be set up with a
reserve before compliance is achieved so that the merchant can push their
updated website live for us to review without fear that a customer will attempt
a transaction and get declined before we have reviewed and turned the gateway
account on yet
Get Drizzled did set up two accounts, one for face to face
retail transactions and one for web transactions and were provided two gateway
account credentialsThey purchased a swiper for their phone to accept the
retail transactions. Axia was only seeing activity on the web account,
which was on funding hold. As it turns out the merchant mistakenly used
the credentials for the web account to set up the app in their phone so it
appeared that there were no retail transactions but only web activity
She left a voicemail with client services on Thursday Dec 10th
but when our support representative called back there was no answer and the
voicemail was full so they could not leave a message. On Monday the 14th
we received an email from the merchant, that she claims was sent hours prior
but it would have been on a non business day, as well as the Revdex.com complaint
notice. We replied to her email to start dialogue and after hearing that
she was running swiped transactions and not using the web store to process
transactions we were able to research the details in the transaction logs and
release her funds
Axia support will always return a missed call. If we
were given information on which phone numbers the calls came from I would be
happy to check the our phone system logs and messages to validate these missed
calls Having a full voicemail can make it difficult to verify if someone
called you back or not. Its not really a part of the issue but blaming
Axia for her webmaster resigning seems to be a large exaggeration.
Calling this situation financial elder abuse and embezzlement is
ridiculous. Particularly in this case because since the funds are held in
a non-interest bearing account at our sponsor bank, which is not in Axia’s
name. This was a simple programming mistake on the merchant’s side.
It was quickly resolved once they communicated the error

Review: I am a small business that accepts credit cards via Axia. They currently owe me more than $3,000.00 in batch settlements. They do not answer their phones all calls go into an audix system and calls are only returned when you leave a message threatening legal action. They are holding all of my transactions hostage because I have a Paypal payment button on my website. I have two seperation merchant accounts with them. One for face to face transactions and one for a website shopping cart. They are holding all of my face to face transactions hostage because the shopping cart on the website is not live. My webmaster resigned because no one from Axia would ever return any of the numerous calls and messages that were left. They have no problem deducting fees from my commercial checking account, while not sending me my money from sales processed. My attorney has pointed out at least 5 breech of contract issues committed by Axia. I sent an email demanding my money with a services cancellation notice effective immediately. That was 36 hours ago and I have had no communication from Axia. My next step is legal action. I am a senior citizen and this is financial elder abuse and embezzlement of my company's funds.Desired Settlement: I want to receive all of my money that is being held hostage. I also want out of all legal agreements with this company and they do not have my permission to deduct any money from my company account.

Business

Response: