Before & After Siding and Windows

All merchants sign an online application via a link that is emailed and the merchant can access this online application with a digit pin code that is provided by the account executiveWhen the merchant reviews and signs the online application, the IP Address is tracked which lists the location the merchant was during that timeThis merchant had multiple conversations with the account executive before the application was submitted as the merchant was unsure if the account should be in her name or her mother’s nameThis merchant went through the application over the phone and the account executive answer all questions this merchant hadAll fees are valid per the signed agreementIf this merchant still needs a copy of that agreement, LEADERS asks that this merchant contact the Support Department and a copy will be sent to herLEADERS considers this complaint closed and wishes the merchant best in future endeavors

This merchant called LEADERS Merchant Services on September 22, requesting information for a merchant accountThis merchant submitted an application that same day and was approved September 24, This merchant was first sent a closure form November via DocuSign and again May however there is no record that a signed closure form was received back from this merchantThe LEADERS Support Department will reach out to this merchant to assist this merchant with closure

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10751943, and find that this resolution is satisfactory to me Regards, [redacted] ***

Since 2000, Leaders Merchant Services, LLC, has upheld one of the largest Chargeback and Fraud departments in the industryWhile LEADERS can appreciate all of the merchant’s frustrations, our Risk Management department followed Industry-wide standards and protocol by holding and validating the merchant’s monies and transactions in order to protect against the threat of high risk transactions and fraudulent activityThe merchant processed a transaction that was higher than the approved high ticketAs a good faith gesture, LEADERS will refund the Early Termination Fee of $once we have confirmation from the merchants bank that LEADERS did collect this feeThe merchant was charged an Equipment Price of $due to the terminal not being returned within ten (10) days of the termination date per the signed Free Terminal LetterLEADERS will also be refunding the Equipment Price of $as the terminal was returned on October 28, Both refunds have been processed and the merchant should see these refunds in approximately 7-working daysLEADERS wishes the merchant good luck in future endeavors and considers this complaint closed

LEADERS has reviewed our merchant service records and can confirm this merchant processed several thousand dollars in November however almost 10% of those transactions resulted in either a chargeback and/or retrievalThe amounts debited from this merchant’s account since November are a combination of fees and chargebacksThe Risk department released funds on February 2nd as well as February 28thIf this merchant has any questions regarding any chargebacks, LEADERS asks that this merchant contact the Chargeback department for more information

The Risk Department has had ongoing contact with this merchant via both phone calls and emails This merchant was called back multiple times one particular day when multiple calls kept disconnecting (LEADERS never disconnected a call)This merchant was advised on December 14th that he would be able to continue to process credit cards as long as the credit card that was associated with the chargeback was not being processed and no other risk related issues arose (such as processing outside of the terms and limits outlined in the signed merchant agreement and/or there were no additional chargebacks)The reserve was placed on the account as a result of the merchant processing outside the terms of their agreement The merchant application that the merchant signed clearly states that all transactions would be settled date of order AND that all services must be rendered within days from the time credit/debit card is charged Upon working the initial chargeback this merchant received from the customer, LEADERS was provided a copy of the invoice between the merchant and that customer That invoice provided contained preprinted language that indicates orders placed with the merchant take a minimum of days to complete This is clearly not within the terms of the agreement and thus additional funds were captured and placed in reserve Again, LEADERS asks that this merchant contact the Risk Department if he has any additional questions regarding his account The Risk Department will continue to assist the merchant through the process

LEADERS does not pass banking information to third-party credit card companiesOur merchant records indicate this merchant applied and was approved for a merchant account with LEADERS on February 3, This merchant was made aware of this approval on February 9, when the Installation Department called to confirm with mailing address for the terminalOur Installation Department called and emailed daily until March 23, Because the merchant account is approved and open, fees were billed based on the agreement that was signed and submitted

Complaint: I am rejecting this response because: I contacted Leaders to let them know I closed the bank account associated with them They will send a check once they get the rejectionThat is only part of what they owe me I am still waiting for a refund of the $they took from the account I recently closed without my knowledge were not disclosed to me by the sales representative I asked the sales representative several times about ALL fees related to using their card reader and he lied by omitting this fee along with other fees If I had known about these fees, I would not have signed up with this company I was taken advantage of and lied to This company needs to own up to their dishonest way of doing business I am still waiting for them to refund the $ Regards, J [redacted]

LEADERS has been serving merchants since We work hard to resolve all complaints our merchants have as quickly and accurately as possibleLEADERS would like to make adjustments on this merchant’s account as well as refund the difference that would have been billed for November, December, and JanuaryThis refund will take approximately 7-business days LEADERS requests that the merchant contact our Customer Service Department should she have any questions or if she hasn’t received the refund within the approximate time frame

Complaint: I am rejecting this response because: I was never made aware of the fees before signing any contractIt is the responsibility of the business to make the customers aware of any feesAlso when I called the customer service regarding higher charge for the credit card processing, once I was told that I would be refunded the excess charged credit card processing fees, the second time I called I was told that the higher fees was due because I had keyed in the transactionsI have used the credit card processing for only transactions and both were swipedThis shows that Customer Service was not being truthful to me on both occasionsI am not happy with the business practices of this businessMy complaint remains unresolved Regards, G [redacted]

Complaint: I am rejecting this response because:I explained to the person I talked to at Leaders, that I didn't have any documentation showing that the business was closed on May 1, 2016.I ask her where would I get such a documentShe told me to contact the county office where the business was located.I did this and the attached paperwork (scan of doc from county.pdf) is all they sent me back saying the business is closed effective May 1, I faxed this to them, at leaders, with the Close Merchant Request Form they sent me on 8-24-showing where the business had closed Regards, [redacted] ***

Since 2000, Leaders Merchant Services, LLC, has upheld one of the largest Chargeback and Fraud departments in the industryWhile LEADERS can appreciate all of the merchant’s frustrations, our Risk Management department followed Industry-wide standards and protocol due to the excessive chargebacks that occurred within the weeks this account was openedThe Risk Department released a portion of this hold on July 7th and a remaining balance was released as of July 12thIf this merchant would like assistance locating these deposits, LEADERS asks that this merchant contact the Support Department

LEADERS asks that this merchant call and ask to speak with the Support Department as the PCI fees are listed on both the application and memo section of each statement

LEADERS has reviewed our merchant service records and can confirm this merchant submitted an application on October 9, with an approval date of October 12, The representative was in communication with this merchant regarding the reprogramming of their VXterminalAfter a few days of back and forth, this merchant spoke with Tech Support regarding the reprogram and was advised the terminal was locked by their previous processorThe representative was then advised by the merchant that he would call when he was ready to proceedOn February 15, this merchant’s account was closed due to rejects on the merchant accountUnfortunately, LEADERS is unable to issue any refunds as all fees are valid per the signed agreement this merchant submitted

LEADERS Merchant Services strives to provide every merchant with the highest quality merchant services possibleIn our efforts to resolve this merchant’s issue, LEADERS has thoroughly reviewed our Merchant Service records, which includes the merchant’s signed agreementAll fees that have been billed were either listed on the signed application or notified to the merchant via our monthly statement message; therefore, LEADERS is unable to issue any refundsLEADERS will close this account and waive the Early Termination Fee that was listed on the application as merchant has requestedLEADERS wishes this merchant good luck in future endeavors and considers this closed

LEADERS has reviewed our merchant service records which includes the phone conversations between the rep and this merchant and confirmed this merchant was not promised he’d be processing the next dayThe application was submitted at 6:00pm pst on December 14th which was after the Underwriting Department had closed for the dayThe following day, the Underwriting Department requested bank statements as this merchant requested a High Ticket limit of $30,Because this merchant was unable to provide financials, the approval process was delayedAfter this merchant spoke with a manager, the representative contacted him to try to explain Underwriting’s request however this merchant had already decided to withdraw the applicationLEADERS does give same day approval however it is not up to the Sales Department to determine which application will be approved same dayIt is unfortunate that LEADERS was unable to earn this merchant’s business due to unforeseen circumstances and wish this merchant good luck in future business endeavors

Complaint: I am rejecting this response because:This company made unauthorized withdrawals from my bank accountThey changed the terms of my contract without my approval or authorization and began making sizable withdrawals from my checking accountAt no time did I authorize these withdrawalsThe contract terms I agreed to were no feesThe withdrawals did not show up under the name of Leaders Merchant either which caused a great deal of confusion for meI have closed the account and with the Revdex.com help had those fees reversed but am still looking at unauthorized withdrawals which also caused an unexpected overdraft on the account which brought on additional feesI have contacted the bank and they are able to reverse one of the three withdrawals as it falls within the acceptable range for themThere are still additional withdrawals and the late fee which I would like to be reversedWithdrawal information: 10/2/ACH Payment BANKCARD MTOT DISC 11/2/ACH Payment BANKCARD MTOT DISC 12/2/ACH Payment BANKCARD MTOT DISC 12/16/Overdraft Charge Item(s) Presented 12/15/To me, this is fraudulent practiceThey were never authorized to do anything other than deposit money into this account.I would like a full refund of the October and November charges as well as the overdraft chargeThe December reversal is being handled by the bank directlyThe others cannot be due to their regulations of time10/2/ACH Payment BANKCARD MTOT DISC 11/2/ACH Payment BANKCARD MTOT DISC 12/16/Overdraft Charge Item(s) Presented 12/15/2015Regards, P [redacted] ***

LEADERS Merchant Services strives to provide every merchant with the highest quality merchant services possibleIn our efforts to resolve this merchant’s issue, LEADERS has thoroughly reviewed our merchant service records which includes the merchant’s signed agreement and recorded conversations After review of our phone records from April 11, 2016, the merchant signed their agreement and our records indicate that our Sales Rep had separate phone conversations totaling minutesDuring these calls that lasted virtually an hour, the merchant had side conversations regarding a sprained ankle and starting her business again, so we don’t understand how this merchant can claim they were rushed through the processLEADERS also confirmed this merchant was the one who initiated the Sales Rep begin the application processThe representative was also on the phone with the merchant while she completed the online applicationWhile the merchant completed the online application she asked the Sales Rep questions throughout that conversation All fees incurred by this merchant were disclosed to the merchant during the call or on the application the merchant signed, thus the fees already charged to this merchant are valid, and thus those fees will not be refund, nor with any overdraft fees the merchant may have incurredAs an accommodation to this merchant, LEADERS will agree to waive the early termination fee and close the account once the merchant fills out and signs the closure request form

LEADERS understands this merchant’s frustration and thoroughly reviewed our merchant service records which includes phone conversationsThis merchant was told on different occasions we could not waive the processing fees associated with this transaction however we could issue a refund once all fees were charged and clearedThe refund of processing fees and transaction fee for the $12k transaction is $LEADERS wishes this merchant good luck in future endeavors and considers this complaint closed

Complaint: I am rejecting this response because it is NOT acceptable to provide a potential client in writing (email) that there will be no customer service and minimum discount fees as part of the 3-year contract and then create a loop hole within the contract that supersedes that statement within the email This is deceiving and I still have not received an explanation on why this email was sent to me and what processes are in place to provide controls that would prevent an account manager from deceiving a future clientLeader's sales process is as follows: 1.) Account Manager sends an email to the client that lists an introductory fee schedule, but they don't mention the word "introductory or promotional" The client believes that they will not incur these fees for the 3-year contract 2.) The account manager walks the client through the signing of the contract, which contains inconsistent wording from the email on how fees can change on any statement 3.) After a couple of months to a year of starting the contract, the fees go up.This is NOT acceptable and Leaders continues to focus their response to my complaint on solely the wording in the contract but does not mention the purpose that the email servedPLEASE ADDRESS HOW THIS EMAIL WAS NOT CONSISTENT WITH THE CONTRACT THE FEES WAIVED ON THE EMAIL WERE NOT PRESENTED AS AN INTRODUCTORY OR PROMOTIONAL OFFER Regards, L [redacted] ***