BJ's Restaurant Brewhouse

Thank you for your assistance in resolving this matterWe hope to fully address thecomplaint of this customer with our response today as many claims that have beenbrought to the attention of the Revdex.com are quite inaccurate and untrue.On July 24, [redacted] , owner of [redacted] ., entered into asixty (60) month merchant processing agreement through Advocate MerchantSolutions, Inc As verified by Ms[redacted] ’s signature on page 33, the Confirmation Page, a complete copy of the MerchantProcessing Agreement was provided and Ms [redacted] agreed to all terms andconditions within the contractual agreementFurthermore, an additional copy of the MPA was FedEx to her location onAugust 4, along with her complete welcome kit, terminal and documentationwith logo stickers As part of our standardquality assurance practice and guarantee we provide every merchant client a60-days no mistakes, no regrets trial period along with a price assuranceguarantee for the term of the agreementOver the past year since [redacted] began processing we have accommodatedany concerns that Ms [redacted] brought to our attention [redacted] continues to utilize our processingservices as of September 11, During the time of application Ms [redacted] also signed and personally agreed to ourterminal placement program for which he was provided a VXterminal for useduring the contractual agreement At alater time based on specific paper requirements of the business it wasdetermined that a different terminal was needed An FDterminal, considerably moreexpensive than the previous terminal was provided to Ms [redacted] man foruse Typically the FDterminal, asstated on the usage contract carries a $monthly warranty fee, however, ingood faith and in an effort to accommodate Ms [redacted] ’s needs, AdvocateMerchant Solutions reduced the monthly fee to only $ Ms [redacted] claims that she was lied to and that the agent did not complete an online compliance serviceon her behalf Unfortunately as part ofsecurity regulation and compliance, the agent nor company can complete any suchcompliances on behalf of our customers any longer While we assisted Ms [redacted] with her complianceupon account setup, Advocate Merchant Solutions also instructed all of ourcustomers numerous times throughout the year of the annual requirements thatwould need to be completed AdvocateMerchant Solutions does not claim any responsibility to failed actions orrequired renewal obligations not completed by its customers While we would have been more than happy toadvise her of the steps towards compliance, this is not an issue that she hasever brought to our attentionFurthermore, every customer receives important regulatory and complianceinformation on our monthly statements and mailings Our compliance section on our website isdesigned for ease and simplicity of all of our customers to complete their requirements https://pci2.trustwave.com/action.phpAt no such time has anyone threatened Ms [redacted] or any of her staff regarding "ruining" their credit as she claims in the complaint Ms [redacted] was told that if she did cancel, the equipment would need to be returned within days of cancellation to avoid collections for replacement costs No threat was ever made.While we have communicated with Ms [redacted] a few times over the past year we continue toaccommodate her specific needs This report to the Revdex.com has come as a complete surprise as this morning modificationswere made to this account reducing the minimum monthly fees, once again, to accommodateher claimed financial needs It is with hopes that the Revdex.com recognizes the contractualobligation and invalid claims as documented within this complaint AdvoPay has only operated in good faith andcontinues to provide a credible service to His Hands.Should you have any additional questions or concern I can be reached directly at [redacted] or j [redacted] @advopayment.com.Thank you again, Jason S [redacted] CSOAdvocate Merchant Solutions

Ms [redacted] ,I would like to take this opportunity to apologize for the entire experience you received at BJ's Restaurant in [redacted] We are very disappointed to hear we didn't meet our or your expectations during your last visit I promise our standard of service greatly exceeds that of which was provided to you I guarantee you we learned from this experience and are working as a team to become more aware of our guest needs I would love the opportunity to win back your loyalty We would gladly take care of your next visit to our restaurant This would give me the opportunity to personally apologize for our conversation in person We also issued a full refund to your account on Monday, August 25th You should see some type of credit to your account.Sincere apologies, [redacted] ***General ManagerBJ's Restaurants Tri-County [redacted] [redacted] [redacted]

Thank youfor your assistance in resolving this matterWe hope to fully address thecomplaint of this customer with our response today.On March 26, [redacted] of [redacted] ***., entered into a sixty (60)month merchant processing agreement through Advocate Merchant Solutions, Inc Mr [redacted] was provided the terms and conditionsof entering into the agreement and additionally signed the Merchant ProcessingAgreement (MPA) that clearly states the provision regarding early termination As confirmed by Mr [redacted] ’s signature onpage (attached) of the MPA, a complete copy of the MPA was provided andagreed to all terms and conditions within the contractual agreement As part of our standard quality assurance practiceand guarantee we provide every merchant client a 60-days no mistakes, noregrets trial period along with a price assurance guarantee for the term of theagreement Over the past year and a halfsince [redacted] began processing we have not received anycommunication with concerns to our rates or fess that Mr [redacted] indicates inhis letterDuring thetime of application Mr [redacted] also signed and personally agreed to ourterminal placement program for which he was provided a VXterminal for useduring the contractual agreement Theagreement for this terminal states that the equipment must be returned in goodand working condition within days of termination or expiration of themerchant account provided by AdvoPayFailure to do so will result in a replacement fee of $ On arecorded call between Mr [redacted] and [redacted] *., (one of our customer supportmanagers) on December 4, Mr [redacted] was told that the equipment providedneeded to be returned or he would be assessed a replacement fee of $asstated in the one page agreement signed and personally agreed by him It was directly communicated that if he didreturn the equipment promptly that this fee would not be assessed Mr [redacted] ’s statement in his complaintregarding the equipment return and no fee assessed was correct, but only as itpertains to the equipment, not the ETF Asof today, December 17, (days later) the equipment has still not beenreturned as per the agreement (attached) and the phone call on December 4,2014.Additionallyon this call Mr [redacted] was reminded of the contractual terms of the agreementhe entered into on March 26, WhileMr [redacted] requested proper closing instructions we have yet to receive hisdocumented request to close the accountFurthermore, when Mr [redacted] was communicated once again regarding theETF his response was returned with a question, verbatim his response was, “Evenif I report you to the Revdex.com”?And lastly,Mr [redacted] indicated in his letter that our agent offered to help with his PCIcompliance but never did According toour records (attached) his account was set up in the system on April 5, 2013only a few days after they began processingAccordingly, it also appears that on that very day the location wascompliant by PCI standards It appearsfrom the PCI database that correspondence was repeatedly sent to Mr [redacted] ’semail that was continually ignored for a period of 10-months for informationthat may have been additionally requiredAny issues that Mr [redacted] documented within his complaint regardingthe PCI is not accurate and should not be considered as a valid complaint, ashis continual disregard for PCI’s correspondence was not caused by AdvoPayWhile wehave communicated with Mr [redacted] only once over the year and a half that his businesshas been utilizing our services, this report to the Revdex.com has come as a completesurprise We have attempted to communicate and assistMr [redacted] but have received no such success in doing so It is with hopes that the Revdex.com recognizes the contractualobligation and invalid claims as documented within this complaint.Should youhave any additional questions or concern I can be reached directly at317- [redacted] or [redacted] @advopayment.com.It is withsincere appreciation that you have allowed us this opportunity to clarify thesituationThank you again, [redacted] CSOAdvocate Merchant Solutions

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear belowWhen requesting to close I have listed all the account numbers I've had written down - not knowing which one is the one (and only one) that was still openThe email response from the company (see attached) confirmed that only one account was still openI do not know why the company claims I had more than one and they were doing me a favorIn addition, I have never signed (and never would have signed) a 5-year agreementAs you can clearly see in the attached document, the company isn't being truthfulNot only have they confirmed only one account needs to be closed, there is also no mentioning of any termination fee (as I would have opted to keep it open with no processing activity - way cheaper), only processing fees for the activity that month (there was no activity and no fees charged for activity) Once the charge did go through, they stopped picking up the phone and responding to emails Regards, [redacted] ***

The sales reps who work for this company are flat out dishonest [redacted] said I was not bound for any length of time to this company and it's services and when I called to cancel they told me that by signing their agreement I am bound for FIVE years or I can terminate for This was never discussed with me and I would never have agreed to itThe fees are hard to keek up with and just keep coming...and they explain them away by saying all card companies as the same fees which is untrueI am a small business and this company prays on my kind...I was approached after signing by several local business owners who warned of AdvoPays poor business ethicSo this is my warning...do not do business with these people

STAY AWAY!!! Credit card processing is the big mystery of the worldso let me help youSTAY AWAY FROM THIS COMPANYI was promised all kinds of great interest rates that would work for my small businessWhat I got was extremely high interest rates and charges that I was told I would not haveEven when I cancelled the service, with no charges on the machine, the bill was $My salesman had a lot of excuses " the company didn't give me the small business rate they promised" " I am working on it" and so onNot that he did anything about itI would have saved hundreds, if not thousands, by just using the square insteadI don't want any one else to make the mistake

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10170068, and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] Thank you once again for allowing us the opportunity to resolve this matter As our previous responses and supportive documentation should have clearly answered Ms***'s concerns, I will once again respond to the most recent objections as stated in her responseAnd I, [redacted] will once again respond Ms [redacted] signed via electronic signature (DocuSign) and utilized the services of AdvoPay for greater than two and one half years At no such time was Ms [redacted] miscommunicated or misinformed as evidenced by her electronic signature and continual usage of our services I will say again, I only signed the front page and my signature was copied and pasted elsewhereI would not have signed up with AdvoPay if I knew there was a five year contract! I will say it again, Chris G [redacted] liedHe guaranteed there was no contract just like I had with my previous company On no such documentation that Ms [redacted] has presented does it reflect "no contract" However, as stated on the confirmation paged signed by Ms [redacted] is clearly reflects the provision regarding the early termination.Again will state there was nothing I saw stating a year contractI would of not signed and asked Chris G [redacted] to leave my business All documentation that was provided to Ms [redacted] was provided in complete form as our program guide is sent in booklet format Again to reiterate, if Ms*** indeed was missing information why are we just now being notified in a Revdex.com complaint 2+ years later and why was this not communicated with our company until this point? The program guide I received hardcopy did not include the whole documentTwo months is when I talked to Tom Foster and he is the one who told me there was a five year contractThen I was emailed the full program guideJason talk to Michele and Tom and ask them how many times I have called and complained4) The days no regrets policy is presented by every agent and again included within the welcome kit My initial assumption is that while Ms [redacted] knows about our "Merchant Assurance Price Policy" Ms [redacted] also knew quite well of our day policyNo I did not know of a day no regrets policy because after I found out that I was stuck in a five year contract, I would of gotten out using the days no regrets policy5) Full Refunds were made for the PCIYes the refunds were made, but I had to call about getting reimbursed6) Ms [redacted] "DID" sign a year contract and her signature and usage clearly indicate her acceptance of our usage termsNO I DID NOT SIGN A YEAR CONTRACT TO MY KNOWLEDGEI WAS TOLD NO CONTRACT7) Full Refunds were made for the non-compliance once Ms*** finally became compliant as instructed multipl times by our customer service departmentI had to call numerous times for Chris G [redacted] to come to my business and set me up with PCI compliance 8) This is not as Ms [redacted] stated, "Bull" What this is, is clearly Ms***'s attempt to be released from a contractual obligation Irrelevant to communication with another business owner Ms [redacted] has a contractual obligation As stated before, we are more than willing to release her from the contract by forwarding a close letter to our office Upon receiving the letter we will collect the early termination fee of $as well as any outstanding fees for service usage through the time of closureAgain I will say this is bull, I would have not signed up with AdvoPay if I knew I was getting stuck with a year contractI thank you for this opportunity to respond and it is with sincere hopes that this issue is at an endThis issue is not at an end!

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. My office manager is fully in charge of all Merchant Service decisions, I as the owner only act as the signature person. That is why she is the one contacting the company, and yes we are 100% frustrated with them, because of all the run around trickery we experienced. This company is unethical, and I hope other small business's they try to take advantage of, read all of these complaints before trying their company. [redacted]

Thank you for your assistance in resolving this matterWe hope to fully address the complaint of this former customer with our response todayOn May 16, 2014, Mr [redacted] of [redacted] entered into a two-year merchant processing agreement with Advocate Merchant Solutions, Inc(AdvoPay), by both signature and personal guarantee While it is not customary to provide any reduction in term less than five years, out of good faith we made an exception to earn Mr***’s business and shortened his contractual term by three years Additionally, on May 16, 2014, Mr [redacted] entered into a No-Charge equipment program (attached) that would run concurrently with his processing agreementMr [redacted] indicated within his letter that he had communication with our agent, MsKimberly P [redacted] in which he requested a total rate not to exceed 3% Mr [redacted] further states that MsP [redacted] “promised” a rate between 2.5% - 3% total While AdvoPay can control our costs and fees it is not possible to control the rates and fees charged by the card issuing banks (interchange) or (ieVisa or MasterCard) We are providing a couple statement messages that appeared on Mr***’s monthly bil***gs By law, any modifications made by the processor, banks or networks must be documented with notice and provide an acceptance clause as wellMr [redacted] contacted our office on only a few occasions over the past two years and based on his call activity, at no such time were we unwilling to assist On August 19, we were contacted regarding compliance fees that were charged due to not having verification from Mr [redacted] that he was indeed PCI compliant On that date once we received verification an account credit was immediately applied to Mr***’s account for two months of non-compliance fees On September 8, Mr [redacted] contacted our office once again regarding some of his fees (Statement & Data Breach Insurance) Upon communicating with MsA [redacted] , one of our customer service managers, his statement fee was reduced to $and the data breach insurance was removed This was the last correspondence we had with Mr***While Mr [redacted] indicates that he is requesting a refund, no refund is due Any increase in rates or fees was disclosed to Mr [redacted] over the years that he processed with us (a copy of all statement notices have been provided) of which he never communicated any such additional concerns that were not already addressed Furthermore, Mr [redacted] has indeed been turned in to a collection agency for failure to return the equipment used under our No-Charge program We have attempted to reach Mr [redacted] by way of phone and mail with no return correspondence As you will notice within the attached agreement, by way of signature and personal guarantee, Merchant agrees to license the use of the Equipment from *** Merchant agrees that Equipment is the property of ***, and must be returned in good and working condition within ten (10) days of the termination or expiration of the Merchant Account with *** If the Equipment is not timely returned, Merchant agrees to pay to [redacted] the replacement value of the Equipment of $for the Verifone Vxterminal If Mr [redacted] would like to be removed from collections he will need to pay the replacement cost of $for the equipment as he did not return it in the allotted and agreed upon time In closing, Mr [redacted] has rejected several fees for his final processing services in March While his contractual agreement wasn’t up until May and based on his silence, we have closed his account without the early termination fee of $Should you have any additional questions or concern I can be reached directly at 317-813-or js [redacted] @advopayment.comIt is with sincere appreciation that you have allowed us this opportunity to clarify the situation that is again a clear and definite result of a contractual obligation violated Thank you again, Jason S [redacted] CSO AdvoPay

Once again we thank you for the opportunity to clarify and rectify the situation that Mr [redacted] of [redacted] , Inc., has presented At this point we can only continue to stand by our previous letter to the Revdex.com as well as the email (already in Revdex.com file) written to Mr [redacted] on February 4, While the company has processed with AdvoPay since and as of June 28, 2015, continues to do so, we are lead to believe that any situation or concern that has been brought directly to our attention has indeed been addressed and rectified Unfortunately since the original complaint filed with the Revdex.com Mr [redacted] has yet to responded to any calls, voicemail or email from our office, thus eliminating our ability to communicate effectively with him live Since the original contract was signed we have only received a couple of calls from the company and the calls received were specific to rates and fees Please notice on our underwriting ticket log (attached) any complaints or issues presented to AdvoPay were indeed specific to rates and fees, all of which were addressed immediately, dating back to We will continue to service [redacted] , Inc., with the utmost integrity as we have with them since We would greatly appreciate an opportunity to speak with Mr [redacted] directly, but again, have not been presented this opportunity since we made the last pricing reductions to his account in January and February Thank you again,Jason [redacted] CSO AdvoPay

Thank you
for your assistance in resolving this matterWe hope to fully address the
complaint of this customer with our response today
On May
13,
*** *** of *** * *** entered into a sixty (60) month merchant
processing agreement through Advocate Merchant Solutions, Inc. Ms*** was provided the terms and conditions
of entering into the agreement and additionally signed the Merchant Processing
Agreement confirmation page (attached) that clearly states the provision
regarding the early termination.
AdvoPay’s processing
rates and fees were disclosed to both Mr*** during the multiple meetings
that Ms*** indicates in her complaint as well as Ms*** at the time of
signature. Additionally, all rates, fees
and termination disclosures that were discussed we’re clearly documented on the
application, signed and accepted on May 13, by Ms***
Ms***
further indicates that AdvoPay’s rates we’re “certainly” lower than their
current processing rates Clearly this
would be an indication that AdvoPay did offer lower processing rates and
conducted proper disclosure. As you will
notice on the attached application there are several standard company fees that
have been either completely crossed out or lowered as a result of our commitment
to provide *** * *** a cost effect solution for their processing needs
Unfortunately
as we deal in finance and technology there are sometimes mistakes that are made
while inputting a new file. The
advantages that AdvoPay presents is that we do offer the day no-mistakes no-regrets
policy which allows us the opportunity to fix any such issues or mistakes
during this time. If the customer is not
satisfied during this time they may immediately terminate the agreement with no
penalty Not mentioned in Ms***s
complaint, the billing issue that was brought to our attention was immediately
resolved and credited back within hours of notice.
We would
like to ad that Ms*** indicates in her letter that she received
documentation with regards to the contractual terms months after she signed
with AdvoPay. For quality assurance,
security and reasons such as this, all calls, in and out of AdvoPay are
digitally recorded. To date, we have not
spoken directly with Ms*** as her office manager (*** ***, sister) is the point of contact. In one such recorded call with Ms*** she
was adamant that *** * *** entered into the agreement with AdvoPay in
March and did not receive the documentation mentioned above until May. During this conversation Ms*** became
extremely argumentative and disagreed with any information that was provided in
support of her inaccurate information.
Furthermore, Ms*** indicates that *** *** our customer service manager
stuttered during a line of questioning by her.
These specific calls are on file and I would be more than happy to
forward for your review.
Ms***’s
communication on these calls were that, of again, very argumentative and
without warrantable or credible facts As you can clearly see on the attached batch
report, *** * *** processed their first batch of nine hundred fourteen
dollars and sixteen cents ($914.16) on May 19, 2014, exactly six (6) days after
Ms*** signed application and contract.
Furthermore, please notice the FexEx shipment receipt dated May 14,
and the receive receipt of May 16, 2014.
While we
have communicated with Ms***’s office manager several times the report
that the Revdex.com has received is inaccurate and without validity. Again, we are providing you today supportive
documentation regarding the complaint and would be more than willing to forward
the recorded calls that clearly reflect the inaccuracy and unwarrantable claim
that has been presented to the Revdex.com
Should you have
any additional questions or concern I can be reached directly at 317-813-***
or ***@advopayment.com
It is with
sincere appreciation that you have allowed us this opportunity to clarify the
situation
Thank you again,
*** ***
CSO
Advocate Merchant Solutions

Once again, we would like to thank you
for the opportunity to respond to this complaint and again, it is with hopes
that we can address Ms***’s concerns and resolve this matter amicably
To keep to the point I will address Ms
***’s response based on the numbers she provided in her most recent
correspondence
At no such time
was Ms*** misinformed about our early termination fee nor was Ms***
ever provided an agreement that was missing pages. As a reminder, Ms*** did sign the
Confirmation Page of the Merchant Processing Agreement (MPA) that again,
clearly documents the provision regarding the early termination fee. Additionally, whether by ink or electronic
signature, Ms*** signed the agreement clearly indicating, By
its signature below, Client acknowledges that it received (either in person, by
facsimile, or by electronic transmission) the complete Program Guide [version
FTS 1408(ia)] consisting of pages (including confirmation. Client further acknowledges reading and
agreeing to all terms in the Program Guide, which shall be incorporated into
Client’s Agreement. Upon receipt of a
signed facsimile or original of this Confirmation Page by us, Client’s
Application will be processed.
Our day no
mistakes no regrets policy is communicated and provided within our welcome kit
upon initial account setup.
Additionally, Ms*** received a certificate of our Merchant Assurance
policy which is our rate match guarantee for the life of the time with our
company. Clearly overlooked with this
complaint
Ms*** has
communicated with our customer service department several times over the past two and a half years as a customer. During these conversations Ms***
continually referenced the small size of her business and the expenses that
come with credit card processing. As Ms
*** references in #3, “AdvoPay has
made refunds”, however, the refunds we offered were not a result of any error
on our behalf, but rather AdvoPay’s good faith policy to ensure the continual
satisfaction of our clients. While Ms
*** indicates that we have not made any reductions, this is just not
true. Periodically (twice a year)
interchange (issuing bank card rates) change.
As these changes take place by the issuing banks, us, along with ever
other credit card processing company in the nation, adjust fees
accordingly. When these changes do take
place we provide ample notice to our clients with regards to these
changes. In Ms***’s case, when these
changes were made and Ms*** communicated with AdvoPay, we made adjustments
to accommodate her needsIn this section
Ms*** claims that she was told there was no contract, however, was provided
the MPA and signed the Confirmation Page in which a five year contract is
referenced several times. At no time
have we been provided any supportive documentation that any contract was
waived
Clearly Ms***
is confusing the disclosure within our monthly statements. The statement message does say “continuing
your merchant account with us or use of your merchant account after the
effective date will constitute your acceptance to these terms”. While we cannot physically call every
merchant nationwide we are a full disclosure company. The message that we place on the statement is
in good faith for our customers and an invitation to contact us to discuss any
stated changes to rates and or fees. As
in Ms***’s case, we communicated with her multiple times and made
adjustments accordinglyThis section is
labeled 1) and as indicated the PCI fee was removed once proper documentation
was provided to AdvoPay. Again, this
certification is the responsibility of each and every merchant. We communicate with our merchants regularly
to complete the certification. We must
physically receive the compliance documentation proving the compliance certification
has been met. This process is nationally
regulated and not optional by credit card regulators. The non-compliance fee was removed
immediately upon receiving confirmation that the compliance was completed
This section is
labeled 2). This is an electronic
signature. We utilize a system called
DocuSign and while only one signature is established all sections of the
application must be acknowledged at the time of signature. The signature was not copied! Again, if there was an invalid signature or a
concern we would presume that continual usage of the account for two and one
half years from March 27th, through today, September 17th,
would have ceased a long time ago and any of the issues or concerns
presented to the Revdex.com would have again, been brought to our attention prior to
this complaint. The DocuSign system is a
secure system and the electronic signature is valid. This should not be considered in this claimWhile Ms***
brought up a class action suit prior, AdvoPay has received no such information
and is not involved in any such litigation
It is in our greatest efforts to satisfy
the needs of Ms*** and her business, however, the complaint provided and
the issues indicated would appear as an attempt to cancel an agreed contract of
which has been in place for two and one half years. We would like to continue our processing relationship
with Ms*** and will continue to service her account as contractually
agreed. If Ms*** would like to
cancel her term she may do so by providing a documented close letter to our office. Upon receiving the close letter Ms***
would be responsible for the early termination fee of $along with any
outstanding processing fees that incur through her billing cycle
I thank you again for the opportunity to
respond to this complaint and it is with sincere hope that we can continue to
facilitate Ms***’s processing needs as we have for the past two and a half
yearsJason S***
CSO

Thank you
for your assistance in resolving this matterWe hope to fully address the
complaint of this customer with our response
today
Mr***
***, owner of *** *** DBA; *** ** *** entered into a five (5) year
processing agreement with AdvoPay on March 14, 2014. While Mr*** confirms in the first sentence
of his complaint that he was with another company prior to signing the contract
with AdvoPay, at no such time did he communicate any provisions or terms with
regards to his existing contractual agreement.
AdvoPay’s agents communicate and provide documentation regarding our
terms of agreement however, at no such time would we be privy to
the specific contractual agreements from other processing companies
AdvoPay
cannot assume any liability for not knowing Mr***’s contractual terms, let
alone be held accountable for something that “he” should have had a complete
understanding of prior to entering into an additional contractual agreement
with AdvoPay. I would presume in this
case it would be compared to as Mr*** signing a multi year contract with one
wireless provider and after a few months deciding to move his number to another. In either case, the liability would
absolutely fall on Mr***’s signature and personal guarantee on both
contractual agreements
Mr***
further claims that he purchased a terminal that when delivered, was the wrong
terminal. The terminal that Mr***
purchased was a Verifone VX510le, also known as an Omni 3730le. The terminal that was delivered was indeed
the same terminal just under its original name.
However, this is not the issue that was presented to the agent when
initially contacted by Mr***. Mr
*** apparently purchased an additional terminal on Amazon after taking
delivery of our terminal and demanded that we refund his money
At this time
Mr*** communicated with AdvoPay that he recently received notice that he has
a $2000+ early termination fee with his previous company. Mr*** demands that we close the account
and waive any and all fees associated with his account. As of September 20th his account
has continued to process with us over the past six months. While we do offer a day initial trial
period Mr*** has far exceeded that time
We have
tried to communicate and provide alternative solutions for Mr*** however,
the end result is a continual demand for us to break the contractual agreement
and waive all fees. Unfortunately the
claim presented by Mr*** doesn’t warrant these actions as AdvoPay has not
violated, mislead or misrepresented Mr*** in any way
Should you
have any additional questions or concern I can be reached directly at
317-813-or js***@advopayment.com
It is with
sincere appreciation that you have allowed us this opportunity to clarify the
situation
Thank you again,
Jason ***
CSO
Advocate Merchant Solutions

They do not accept a form of payment for online ordersI went in to pick up an order and did not have my card on meThe girl then stated that I could not type in my card because "people steal credit cards"She then got the manager who stated he could not because he needed carbon copy? So I did not receive my food but here's the kickerI also was picking up another order with a credit card that wasn't mine! And they let me use the card and had me sign for it after they knew it wasn't mine and that "people steal cards"Definitely the most ridiculous experience I have ever had and the whole thing totally contradicted itself

Thank you
for your assistance in resolving this matterWe hope to fully address the
complaint of this customer with our response
today
On March 27,
2012, *** *** of *** *** entered into a sixty (60) month merchant processing
agreement through Advocate Merchant Solutions, Inc. Ms*** was provided the terms and conditions
of entering into the agreement and additionally signed the Merchant Processing
Agreement confirmation page that clearly states the provision regarding the
early termination page. As part of our standard
quality assurance guarantee we provide every merchant client a 60-days no
mistakes, no regrets trial period along with a price assurance guarantee for
the term of the agreement. Over the past
two and a half years we have made several price reductions and refunds for
*** *** as stated within our guarantee policy
AdvoPay’s processing
rates and fees are in addition to interchange (bank issued card rates) pricing
and are increased annually based on the card issuing banks rate changes. Annual fluctuations happen and again, when
such changes take place we are more than willing to work with our customers to
adjust (reduce) their fees as we have for *** *** several times. Additionally, upon any rate or fee
changes every merchant client is provided notification (June statement attached) on their statement days prior
to any such changes as well as an opportunity to cancel their services with
AdvoPay. Typically our merchants do not
cancel and again, provide a solution to reduce their fees. Failure to cancel within the allotted time
confirms acceptance of the new changes.
As Ms*** mentions in her complaint
Ms***
additionally stated that she was receiving a monthly fee for non PCI compliance. While we make every attempt to communicate
the importance of becoming PCI compliant we cannot set the compliance up for
our merchant customers. Ms*** did
finally become compliant and again, in good faith we refunded her the
compliance fees
Furthermore,
Ms*** indicates that her signature was copied and pasted. This is inaccurate as she signed via
electronic signature on an iPad device.
Ms*** has used our service for the past two and a half years and as
of 8/20/continues to process (activity attached) with us
While we
have communicated with Ms*** many time over the years, this report to the
Revdex.com came as a complete surprise. Ms*** further indicates a class action law
suit which is inaccurate. AdvoPay has
not received any such information and is not involved in any litigation against
us. It is with hopes that the Revdex.com
recognizes the contractual obligation, repeated attempts to facilitate Ms
***s needs and our strict adherence to our rate guarantee policies ensuring
the best pricing practices for our clients
Should you
have any additional questions or concern I can be reached directly at
317-813-or js***@advopayment.com
It is with
sincere appreciation that you have allowed us this opportunity to clarify the
situation
Thank you again,
Jason S***
CSO
Advocate Merchant Solutions

Thank you for providing us the opportunity to respond to this complaint. As discussed in a call between the CEO of Advocate Merchant Solutions and Mr*** directly on October 20, 2015 it was determined that while there was no supportive written documentation to verify the
complaint presented to the Revdex.com a full refund for the $would be made out of good faith. The refund request has been submitted and will be ACH deposited into Mr*** account immediately.Thank you,
Jason ***
CSO

We appreciate the opportunity to address this issueAs a company who values all of their customers it is unfortunate to hear that this customer feels he was treated unfairly or lied toWe would like to provide a thorough explanation as
to why there was a termination fee charged to Mr*** upon closing his account with usOver the last few years Mr*** has worked with our company with several of his businesses that he has started, owned, sold, closed, etc… Due to this continued business relationship, our sales team would provide a very low rate to him for our services and out of courtesy open and close accounts with no charge, despite each one being a documented 5-year termHowever, throughout the past year the accounts Mr*** had with our company continued to be closed without any new accounts being brought onAlthough this would typically prompt a change in his agreement with our office, out of courtesy, we allowed them to be closed with no termination fees chargedWe appreciated his business and had no issue at those timesFinally, on August 24th, there was an email correspondence sent from Mr*** stating he needs to close all remaining accounts because the businesses were closingThere were three accounts left that were referenced in his letter of cancellationAll three of these accounts were still under the 5-year termThe only charge to Mr*** for this request was one termination feeIt was explained to him that since he didn’t have any other accounts and these were under the term still, the termination fee would be assessedThe documentation for each clearly state that there is a 5-year term and a termination fee of $if cancelled before the end of termOut of courtesy to this customer and the working relationship we had, we elected to only charge one fee for all of themWe understand this customer feels he should not have been charged because it was always waived in the pastHis claim that he was told there is no termination fee for any of his accounts however is not accurateAll of his agreements that were with our company had termination feesAgain, they were never charged out of good faith for the relationship he continued to have with our companyI have attached the documentation of the final account of his that was closed which prompted the $early termination fee chargeYou will find that it outlines a term and termination fee reflective of what has just been explained (Page 31, section A.3)At this time, we wish Mr*** the best moving forward but cannot agree to refund the termination fee he was chargedThis was a valid charge and was initiated by this customer breaking the terms of his agreementWe hope this appropriately addresses this concern and fully explains why the termination fee was charged to this customer Respectfully, Merchant Support Team Advocate Merchant Solutions, Inc

The sales reps who work for this company are flat out dishonest*** said I was not bound for any length of time to this company and it's services and when I called to cancel they told me that by signing their agreement I am bound for FIVE years or I can terminate for This was never discussed with me and I would never have agreed to itThe fees are hard to keek up with and just keep coming...and they explain them away by saying all card companies as the same fees which is untrueI am a small business and this company prays on my kind...I was approached after signing by several local business owners who warned of AdvoPays poor business ethicSo this is my warning...do not do business with these people

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear belowWhen requesting to close I have listed all the account numbers I've had written down - not knowing which one is the one (and only one) that was still openThe email response from the company (see attached) confirmed that only one account was still openI do not know why the company claims I had more than one and they were doing me a favorIn addition, I have never signed (and never would have signed) a 5-year agreementAs you can clearly see in the attached document, the company isn't being truthfulNot only have they confirmed only one account needs to be closed, there is also no mentioning of any termination fee (as I would have opted to keep it open with no processing activity - way cheaper), only processing fees for the activity that month (there was no activity and no fees charged for activity).
Once the charge did go through, they stopped picking up the phone and responding to emails
Regards,
*** ***

I reviewed what advopay ( new name:: CardConnect, they changed their name to avoid embarrassment from Revdex.com complaints, since we are not the first one's to complain of the same items They call me the wrong name, and refer to me (she) as a he, I am a woman, my name is Mrs*** not ***man, they had that wrong a couple times in their response Also, we never had but one machine, and fd100, they are lying again Also, they never emailed us or called us as they said they have ever! We have called and emailed them several times and no one ever responds back to us, ever! They continue to lie to us, and yes, they did threaten to take $from our account when I told them I refused to pay early termination fee, since the rep never told us about any of the above, he also told us we would not have to pay for pci compliance, and the card reader would be exactly like our last one that we had from National Bankcard, not advopay/cardconnect, that took bigger paper We have tried to contact them about lower rates and they never tried to work with us, just now because you all sent my complaint they are saying they did reduce all our rates, and we never received any proof of this rate reduction I found my paper work (packet) and it clearly was not signed and I can prove it, they said they would send over via email to us all our agreements and have never produced any of this to us, nor rate reductions, we pay $a month whether we use it or not, our rates are almost double from what national bankcard charged us, they had no early termination fees, and never lied to us, always answered our ?'s and calls, emailed us or called us back, this company is a farce, and I am sick of their lies We have called them several times to rectify this whole matter I want to send the p.o.s back and not have to be penalized and be done with this company, that is all! I can as I stated show you an unsigned back page of the packet, whatever they are saying I signed was not official I have had my advisors tell me that everything we would've signed would have to be not just signed but each of the bullet points would have to be initialed and we have a blank packet, and without signatures on my end Please look over the other comments made to your Revdex.com by other businesses, this company is horrible When I called to tell the person on the phone I just wanted to send it back they told me they would debit our account for $automatically, I told them that we could not afford all the charges they have high fees, and never did they try to work with us on lowered rates and I have sent them two other proposals by other companies, and they conveniently did not get those faxes/or emails, we even called them a couple times to work this out, asking for them to lower our fees, they would not even budge So once again, they are lying about working with us It was not a surprise to them at all since we have told them they need to resolve this matter, yes, I do use the machine since we have to we are still being charged for it and cannot send it back, they did tell us they would ruin our credit if we did not pay in full the $ They are just trying to play the nice guy to you to keep their credibility, which is already ruined by the businesses who have complained already, and only a matter of time before they have even more I will not accept their lies, they never provided any proof of lowered rates at any time, which shouldve been done officially in writing, signed and dated, they are telling you this to get you to believe in them and get us to back down, I refuse to since we are still stuck with a machine with high rates or if we send it back they will take $right from our bank accountRegards,*** ***