Before & After Siding and Windows

Leaders Merchant Services strives to provide every merchant with
the highest quality merchant services possible. In our efforts to resolve this
merchant’s issue, LEADERS has thoroughly reviewed our Merchant Service records,
which include the Merchant’s signed Agreement. The merchant was notified...

in the
memos section of the October statement that the Enhanced Security Package was
being added. The Early Termination Fee was listed on page 3 of the signed
application that was submitted. As a gesture of good faith, LEADERS will refund
the $9.99 Enhanced Security Package that was billed for November and well as
close the merchant account with no Early Termination Fee. The refund will take
approximately 7-10 business days. LEADERS wishes the merchant good luck and
considers this complaint resolved and closed.

LEADERS billed this merchant for equipment per the signed ACH form that was received. LEADERS will issue a refund for this merchant as the account was closed prior to equipment being mailed out. Please allow 7-10 business days for this refund to be processed.

Complaint: 11412014
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 client. Leader'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 served. PLEASE 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]

The Risk Department put a hold on this merchant's account due to receiving the chargeback and this merchant no longer processing. The Risk Representative advised this merchant on February 2nd to get a bank letter stating the dispute had been withdrawn. This bank letter received via fax on February 19th. Approval to release the hold was received on February 24th. The funds were released by the Risk Department due to receiving the bank letter that was requested and not because of a Revdex.com review.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10654914, and find that this resolution is satisfactory to me. However I would like to correct their statement that they send the contract with all terms prior to encouraging a merchant to sign. I was encouraged to sign the form online and when I asked what was in the small print the salesperson (who has since been terminated) stated it was just the things we had already discussed. In fact, I never received a copy of the contract until I asked for it, which was just a few days ago, not when I had actually opened the account. I do appreciate their quick resolution to this matter. 
Regards,
S[redacted]

LEADERS gives all merchants the opportunity to review their agreement prior to submitting to Underwriting. Merchants are also given a link to save the agreement for their records. When this merchant spoke with our the Customer Service department, this merchant declined receiving a copy of their...

agreement. Although this merchant was explained the rates as mentioned in the agreement, LEADERS will waive the Early Termination Fee on this account as a courtesy. We will rush the closure process and this merchant will be notified via email when the account is closed.

Since 2000, LEADERS Merchant Services has upheld one of the largest Chargeback and Fraud department in the industry. The Risk Management department followed industry-wide standards and protocol by holding and validating the merchant’s monies in order to protect against the threat of fraudulent...

activity. Both the Risk Management and Chargeback department worked with this merchant continuously to release the funds that were on hold and successfully credited the merchant her funds. LEADERS asks that if this merchant hasn’t received the funds in her account by the end of the week, to call the Customer Service department for an update. LEADERS wishes this merchant the best in future endeavors and considers this complaint closed.

LEADERS has been serving merchants since 2000. We work hard to
resolve all complaints our merchants have as quickly and accurately as
possible. In our efforts to resolve this merchant’s issue, LEADERS has
thoroughly reviewed our Merchant Service records, which include the Merchant’s...

signed
Agreement. The Agreements, formed by the 4-page Merchant Application, and
Merchant Services' “Program Guide”, clearly indicate that the merchant has, in
fact, been billed correctly according to the documents they signed. The
contract which all merchants are required to sign ensures all parties involved
understand the rates and fees that are going to be billed to the merchant. All
rates and fees have been clearly indicated in the contract for the merchant to
see prior to signing. This merchant’s signed agreement acknowledges they read
the agreement and agreed to all rates and fees. This merchant has been in
contact with our Customer Service Department regarding lowering fees which were
updated on the account in November. One of the fees that was billed for
November is the PCI Annual Fee which is listed on page 3 of the signed
agreement. LEADERS will refund the PCI Annual Fee that was billed as well as
close the account per this merchant’s request. The refund will take
approximately 7-10 business days. LEADERS wishes the merchant good luck in
future endeavors and considers this complaint closed.

Complaint: 12723454
I am rejecting this response because: I never used Leaders nor did I receive a closure form and yet they took the money directly out of my account without me having made any credit card transactions.  
Regards,
D[redacted]

This merchant submitted an application on February 8, 2018 and the merchant account was approved February 12, 2018. On March 5, 2018 LEADERS was made aware of the billing error and immediately requested a refund of the regulatory fee. That same day, LEADERS updated this merchant’s account by...

waiving the regulatory fee. The refund was processed on March 16, 2018 which this merchant should have seen back in his account. If this merchant has not received this refund, LEADERS asks that this merchant contact the Customer Service department for the trace number of that refund.

LEADERS has reviewed our merchant service records which includes the phone conversations between this merchant and the account executive. The phone number this merchant provided in this complaint is the same phone number that this merchant spoke to the representative on for an hour and thirty...

minutes on March 12, 2018. During this conversation, topics included equipment, features of each equipment, promotions for equipment, and rates/fees. This merchant proceeded with an online application which was submitted March 12, 2018. This merchant also spoke with the Sales Manager that same day after completing the online application process regarding the shipping of the equipment. The Sales Manager also went over the features of different equipment LEADERS offers with the merchant as this merchant didn’t want to pay any shipping. During the conversation with the Sales Manager, this merchant acknowledged she applied online and was advised to call her representative if she had questions.

LEADERS has thoroughly reviewed our Merchant Service records which includes phone records from January 2016. This merchant called the Support department regarding locked terminals he purchased from another company. The Support Department advised this merchant his options which included the Free...

Terminal Program with an extended contract. This merchant agreed to this program and the Free Terminal Letter and Addendum to Merchant Agreement was signed January 18, 2016. Installation of the new terminals was completed January 21, 2016 and this merchant has been processing up until June 2016. Copies of these documents have been emailed to this merchant along with their original contract and the closure form. Tell us why here...

LEADERS has reviewed this merchant’s account and will refund
the PCI Annual Fee that was billed for October as well as waive the collection
balance on this account. The refund will take approximately 7-10 business days.

PCI Compliance is listed on the application the merchant
signed, the Program Guide that was emailed to the merchant, as well as in our
Statement Message that was mailed each month. Our Customer Service Department
was able to retain the business by lowering the ESP Fee from $9.99 to $5.00 and
the Monthly Minimum from $25.00 to $15.00. The account was retained because the
merchant agreed to these adjustments. On this same day, our Customer Service
Department went over the PCI Non-Action Fee as well as sent this merchant their
login information via email. On multiple occasions, LEADERS has offered to
refund the PCI Non-Action Fee as along as the account was compliant however the
account is still not compliant.

LEADERS has reviewed our merchant service records and are unable to locate the conversation this merchant states occurred regarding monthly and annual fees with the representative. This merchant confirmed he received a copy of the contract that was submitted April 2017 which lists the PCI Annual...

Fee that was billed for the month of June. Unfortunately LEADERS is unable to refund fees that have been billed due to being valid per signed agreement; however, LEADERS will waive the Early Termination Fee on this account. We ask that this merchant call the Support Department to get assistance with closure procedures.

Complaint: 11802097
I am rejecting this response because:
Business has not responded to my complain, has not issued a statement directly to me or to Revdex.com, and today, they garnished ANOTHER $315.00 from my account. 
Regards,
V[redacted]
Leaders Merchant Services / iPayment have not responded to my complain, either directly to me or to the Revdex.com.  Todays, 11-15-16, they garnished another $315.00 from my checking account as "fees".  I contacted the customer service department at iPayment, and the lady advised me to close my bank account because "when the company sees that they are always able to withdrawl money for a checking account in good standing, they will never stop"....can you imagine?  even thier own customer services representatives are aware of the illegal, predatory stances iPayment has!

Complaint: 11191410
I am rejecting this response because: I was charged fees when I had not been using their services first of all and how can you justify charging a cancellation fee, when you were never set up in the first place.
Regards,
M[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11547880, and find that this resolution is satisfactory to me.
Regards,
C[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12735930, and find that this resolution is satisfactory to me.
Regards,
C[redacted]

LEADERS has reviewed our merchant service records which includes the phone conversation between this merchant and the account executive. This merchant told the account executive that he would be going to his customer’s locations and all transactions would be face to face. The account executive...

explained if merchant is taking payment for customers outside the US, LEADERS would not be able to set up his merchant account. The account executive also also went over the three tiered swiped rate plan and what the merchant would pay if he keyed in a transaction. Unfortunately, LEADERS is unable to issue any refunds for this merchant as all rates and fees are valid per the signed agreement.