BluePay Processing, Inc.

Initial Business Response /* (1000, 5, 2014/11/26) */
Thank you for the opportunity to address Mr***'s concerns
BluePay responded to a letter from Mr***'s attorney in OctoberThat response included the following explanation:
We are in receipt of your letter dated October
8, We can confirm *** Associates, LLC was assessed a monthly PCI Non-Compliance fee April 3, All merchants were advised of the upcoming fee on their February, merchant statementThis notification is in compliance with the Terms and Conditions of our Merchant Agreement, Section
PCI Compliance is a requirement by the card brands which is strictly enforced for any entity that has contact with card number data
In order for this fee to be removed from the account, proof of compliance must be provided from an *** or *** approved by the PCI Security Standards Council
Additionally, PCI Compliance is an annual eventMerchants must re-certify in order to avoid being assessed the PCI Non-Compliance fee
Mr*** has subsequently gone through the process of bringing his account into a PCI compliant statusA refund for one of the monthly non-compliance fees was issued
11/24/in the amount of $The fees associated with the months when his account was non-compliant are not refundable
We look forward to assisting Mr*** in any way we canWe appreciate his business and look forward to working with him in the future
Sincerely,
BluePay Processing

Thank you for the opportunity to address Ms***'s concerns
We apologize for any inconvenience associated with the process of closing the merchant account in questionWe will credit back the following fees:
BluePay Product Fee Jan 2016: $BluePay Product
Fees Feb-May 2016: $eachMonthly Statement Fees Jan-Apr 2016: $each
The total credit that will be deposited next week is $
We thank you for your previous business, and we hope that you will consider BluePay in the future if you are ever in need of merchant services
We wish you all the best
Sincerely,
BluePay Processing

Initial Business Response /* (1000, 12, 2014/12/01) */
Thank you for the opportunity to address Mr***'s concerns
Transactions totaling $7,were reviewed as a result of the amount being in excess of limits established for Mr***'s merchant accountAs a result of that
review, it was determined that the activity was unsupported and we required that the sales in question be reversed
The $7,in refunds were processed on October 30th$4,of that total was returned by Mr***'s bank and applied to his held funds balanceThe remaining balance of $3,was reduced when the October end of month fees associated with his account were applied in the amount of $The remaining balance of $2,is being released today, 11/26/Mr*** will see that deposit early next week due to the Thanksgiving bank holiday
Normally fees associated with activity that is reversed are not refundableIn this instance, we will issue a good will credit for half of the processing fees associated with this activityA credit for $will be deposited to Mr*** by next week
Our hope is that this resolves the situation and that we can continue to be of service to Mr*** in the futureHis account remains open and we will work to provide him with the highest possible quality of serviceWe value him and his business and we look forward to working with him
Sincerely,
BluePay Processing
Initial Consumer Rebuttal /* (3000, 14, 2014/12/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have reviewed the response from Blue Pay and feel that they have not provided our company with very good customer service through this entire ordealNotice on the dates mentioned above that this issue has been going on for over a month with no communication between them and myself and no returned phone calls when leaving messages for the blue pay security managerDuring this month time frame my account has been negative $3,I have accumulated almost $dollars in fees due to my account being in the negatives
I was not getting anywhere with Blue pay as far as them depositing that money back into my accountDue to this issue on Blue Pay`s behalf I would continue to do business with Blue Pay if they refunded the entire amount of $dollars to bring my account back up to where it was before this entire issue startedI have lost a couple jobs due to my clients not being able to use a credit card for a service that I continue to pay for due to this issueThey could have declined all the transactions in the first place when it exceeded that amount instead of processing them for pay and then never allowing it to hit my accountI just want this to be resolved so I can continue making money and using Blue Pays credit card service
Thanks in advance,
*** ***
Owner
Final Business Response /* (4000, 16, 2014/12/13) */
While we understand the frustration Mr*** has expressed in this response, any fees that are generated by a customer's bank as a result of insufficient funds cannot be the responsibility of BluePay
We worked with Mr*** to resolve this situation and he was aware of the delay in funding throughout our correspondenceWe have already issued a credit for half of the processing fees associated with the activity in question
Unfortunately, we will not be able to refund any insufficient funds fees that he was assessed by his bank
BluePay Processing
Consumer Response /* (3000, 22, 2014/12/16) */
I was not trying to get my bank fees back I was trying to get the "fee" they charged me for the amount of money that never came into my account!!!
Business Response /* (4000, 24, 2014/12/16) */
A credit was issued on 12/02/for $That amount represents half of the processing fees associated with the activity in question
The fees associated with processing are the responsibility of the merchant, even in cases where the activity in question is determined to be unacceptableWe issued a good will credit for half of the processing fees in this instance, in an effort to assist our customer with a portion of the processing expenses
We will not issue a full refund for the fees associated with activity that was in excess of the approved parameters for Mr***'s account
Thank you
BluePay Processing

Thank you for the opportunity to address Ms*** concernsMs*** maintains a merchant account with us for Appix TechnologiesAppix
processed a sale for one of their customers on July 27th, for $1,
On August 17th, 2015, that customer disputed that charge, indicating
that
services that had been rendered were not as they were described by AppixThis single dispute of $1,represents 46% of the total sales volume
that has been processed by Appix year-to-dateAn acceptable dispute level, by
all industry standards, is 1%The excessive chargeback levels on the account
put it in jeopardyBluePay did contact Ms*** proactively to discuss the chargebackOn
September 15th, a conditional credit was issued as a result of chargeback
rebuttal that Appix suppliedThe credit was conditional because the cardholder
and the bank that issued their card ultimately make the determination of
whether or not the rebuttal sufficiently counter-balances the customer's claims
in the disputeIn this case, the issuing bank found that the rebuttal was not
sufficient and determined that the cardholder still deserved a creditThat
process resulted in a second chargeback, which was debited on November 10thThe second chargeback that was submitted to Appix's bank account on November
10th was returned to BluePay for insufficient fundsThe debit was re-presented
on November 20th and was also returned for insufficient fundsThe end result
is that Ms*** customer has been credited and she is obligated to honor the
chargeback and the corresponding debitShe has failed to do eitherAs a
result, her account will be referred to collections for the $1,476.58, plus any
additional fees, and Appix will be pursued legally until the amounts are
collectedDocumentation for all chargebacks was sent to the business locationNo mail
was returned, indicating successful deliveryCommunication was clear and
conciseMs*** claims of negligence, failed correspondence, and misleading
information are entirely unfounded and inaccurateMs*** needs to abide by the terms of the merchant agreement that was
signed by *** *** for AppixAppix can pursue their customer directly for
compensation, but they are contractually obligated to honor and pay the disputeSincerely, BluePay Processing

Initial Business Response /* (1000, 5, 2014/05/12) */
Thank you for the opportunity to address Mr***'s concerns
*** *** established two merchant accounts with BluePay in June of 2013: *** Security and *** SecurityAs a result of consumer disputes, both merchant
accounts were closed in early April by BluePay
Consumers have been disputing the charges to their credit cards and will continue to do soBluePay will not tolerate illegitimate use of our merchant accounts and we would never approve Mr*** for a subsequent account
We have deactivated Mr*** ability to charge consumers through accounts maintained by BluePayConsumers who wish to dispute charges need to continue to contact the banks that issued their credit cards
Sincerely,
Risk Management
BluePay Processing

Initial Business Response /* (1000, 7, 2014/03/03) */
Thank you for the opportunity to address Ms***'s concerns
We are disappointed that we were unable to retain Ms*** as one of our valued customersWe realize that sometimes the closure of an account is unavoidable
While our merchant agreement does include an early termination fee, we will honor the conversation that Ms*** had with our representative and issue a credit for the $feeShe will receive that credit by the end of this week
We wish Ms*** all the best, and we would welcome the opportunity to serve her and her business again in the future
Thank you
Risk Management
BluePay Processing

Initial Business Response /* (1000, 5, 2014/11/13) */
Thank you for the opportunity to address Ms***'s concerns
The Non-receipt of PCI Validation Fee was implemented in AprilThe statement message describing the fee and the need for PCI compliance was included on the February
merchant statement, well in advance of the first fee in AprilThe message included a number of contact options for our customers' convenienceWe are happy to assist any customer with the process of becoming compliant
The message on the February statement read as follows:
AS A MERCHANT ACCEPTING CREDIT/DEBIT CARDS, YOU ARE REQUIRED TO BE COMPLIANT
WITH THE PAYMENT CARD INDUSTRY DATA SECURITY STANDARDS (PCI DSS)IF WE
HAVE NOT RECEIVED YOUR VALIDATION OF PCI-DSS COMPLIANCE FROM A QUALIFIED
SECURITY ASSESSOR (QSA), EFFECTIVE APRIL 1ST, 2014, YOU WILL BE BILLED A
$NON-RECEIPT OF PCI VALIDATION FEE AND EACH MONTH THEREAFTER UNTIL WE
RECEIVE THE REQUIRED VALIDATIONPLEASE NOTE THAT YOU MUST MAINTAIN PCI DSS
COMPLIANCE AT ALL TIMES AND RECERTIFY YOUR COMLIANCE ANNUALLY, QUARTERLY
OR AS OTHERWISE APPLICABLE IN ORDER TO AVOID THIS FEE IN THE
FUTURE
CONTINUING YOUR MERCHANT ACCOUNT OR USE OF YOUR MERCHANT ACCOUNT AFTER MARCH
15, WILL CONSTITUTE YOUR ACCEPTANCE TO THESE TERMSIF YOU ARE NOT
ALREADY COMPLIANT, WE MAKE IT EASYJUST VISIT OUR WEBSITE WWW.BLUEPAY.COM
AND CLICK THE LOGIN BUTTON AT THE TOP OF THE PAGEIF YOU NEED HELP,
FEEL FREE TO CALL US AT XXX-XXX-XXXX, CHAT WITH US ON OUR WEBSITE, WITH US
ON OUR WEBSITE, OR SEND US AN EMAIL TO ***@BLUEPAY.COM
The only Customer Service fee on Ms***'s account is a $monthly fee that she agreed to as part of the original merchant applicationHer monthly statements reflect that $fee
The early termination fee was disclosed in the terms and conditions of the merchant agreementMs*** agreed to those terms when she signed the original merchant agreementThey are contained in the Program Guide, which is provided when an account is openedThey are also always available on our website at this location: http://www.bluepay.com/merchant-support/merchant-program-guides
The early termination fee is charged when an account is closed prior to the end of its three year term
We would welcome the opportunity to work with Ms*** againWe would eliminate the PCI Fee as long as her account became and remained PCI compliantWe could also credit the early termination fee if she re-established her account with us and actively used it though the remaining months of the initial term, and hopefully beyondOur objective is always to provide an unmatched service experience, and we hope Ms*** will provide us with the opportunity to do that for her
Sincerely,
BluePay Processing
Initial Consumer Rebuttal /* (3000, 7, 2014/11/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This was not part of our original agreementYou can't just type this on a statement and say that I must complyI did not agree to thisI would not have signed up two years ago if this was noted in the original contract
You breached / changed our original contract and when I tried cancelling, I was charged $I also shouldn't have been charge this fee since the contract was no longer valid
Final Business Response /* (4000, 9, 2014/11/26) */
Section of the Program Guide associated with this merchant account addresses the addition of fees that were not part of the original agreement
The agreement is not breached as a result of changes to, or additions of, feesAny changes to fees are clearly disclosed through statement messages and other communication
The PCI fee is related to non-compliancePCI compliance is required by the card brandsPCI non-compliance represents a liabilityThe associated fees cease once PCI compliance is accomplished
We regret that Ms*** terminated her accountWe are always willing to work with her again in the future
Sincerely,
BluePay Processing

Thank you for the opportunity to address Ms***'s concerns We apologize for any inconvenience associated with the process of closing the merchant account in questionWe will credit back the following fees: BluePay Product Fee Jan 2016: $6.55BluePay Product Fees Feb-May 2016: $
eachMonthly Statement Fees Jan-Apr 2016: $eachThe total credit that will be deposited next week is $186.55 We thank you for your previous business, and we hope that you will consider BluePay in the future if you are ever in need of merchant servicesWe wish you all the best Sincerely, BluePay Processing

Initial Business Response /* (1000, 8, 2014/11/13) */
Thank you for the opportunity to address Mr***'s concerns
The presence of the consumer dispute in question did result in the termination of Mr***'s accountThe ratio of disputes to total sales was excessive
The
fees that were assessed were processing fees associated with the sales that Mr*** processed
There was a balance of delayed funding that totaled $4,Those funds were released on November 3rd,
Mr*** will need to resolve the $disputed sale directly with his customer
We wish him only the best
Sincerely,
BluePay Processing

Initial Business Response /* (1000, 5, 2015/02/13) */
Thank you for the opportunity to address Ms***'s concerns
BluePay replied to Ms***'s first Revdex.com complaint in June of We received no response to the requests that were made in that response
This was the response:
==
We have reviewed our records and the last contact we show that Ms*** had with our company was in November of If contact has been made after that time, we will need to know who Ms*** spoke with or corresponded with via email and when that communication occurredThat information will allow us to determine our next course of action
We have no record of a cancellation request on file
The fees that Ms*** listed in the complaint are only partially accurate and represent standard monthly fees associated with her merchant accountThe $fees were not assessed by BluePay in relation to the merchant account in questionWe request that Ms*** provide more detail about the $debits, including the full descriptor that appears on her bank statement for those charges, so that we can determine their source
We are committed to resolving this matter once we receive the requested informationThank you
Risk Management
BluePay Processing
==
We have no record of contact since the Revdex.com complaint in JuneAlso, when a customer contacts us to terminate an account, we do not provide a cancellation number, as Ms*** stated above
We will terminate the account now to avoid future fees being billed even though we have not received a formal requestIn order to address the question of fees that have been assessed, we request that Ms*** provide additional information about who she communicated with and a descriptor from the $fees, as we requested in JuneFrom the events that are being described, it appears as though Ms*** may be communicating with a service provider other than BluePay
We look forward to resolving this for her
Sincerely,
BluePay Processing
Initial Consumer Rebuttal /* (3000, 7, 2015/02/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I requested a refund of everything that BluePay has charged my account since March when I originally cancelled my accountApparently the $& $charges were not from BluePay, which is odd since those charges happen to start at the same time the BluePay ones startPutting those aside (because I just want this to be over, year of fighting this is tiresome)These are the charges from BLUEPAY that I would like refunded immediately
4/4/- $
5/5/- $
6/4/- $
7/7/- $
8/5/- $
9/5/- $
10/3/- $
11/6/- $
12/4/- $
1/6/- $
2/4/- $
TOTAL $
Thank you
Final Consumer Response /* (4200, 11, 2015/02/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You are asking me who I talked to over year ago when I tried to cancel your serviceYou and I along with the whole world knows that request is impossibleYou know as well as I know I cannot recall the name of the person whom I spoke with
If you need a name of a person to get to the bottom of this situation then I feel your company really needs to rework it's policies
I called in March to cancelUp until March I was receiving my statements in the mail every single month
After I called in March the statements miraculously stopped showing up in my mailboxTo my stupidity, I thought that I was not receiving these statements since I cancelled my account
Who ever in your company stopped my statements from coming in the mail was also the one I talked to in March
If you say that this didn't happen or wasn't on file then I have to assume that someone in your company read my mind that I was thinking about cancelling and decided to stop sending my statementsOr that your system just happened to have an issue at the same exact time that I called to cancel my account
Your company is treating this like it is a huge mystery and for me to identify the culprit who did thisYou record every single phone conversation that is so nicely played anytime you callIt's not a mysteryI called and cancelled and somehow only my statements got cancelled
Final Business Response /* (4000, 13, 2015/02/27) */
On February 16th, Ms*** acknowledged that a significant portion of the fees in question were not generated by BluePay
BluePay maintains an accurate record of all contact from our customersThe last contact we have on file from Ms*** was in November of We have no record of a cancellation request ever having been received, and Ms*** has been unable to provide any evidence that she generated a request
If a cancellation request had been received at a previous date, the account would have been terminated and any fees would have ceasedIf there was evidence that we failed to acknowledge a cancellation request, we would initiate a refundIn this case, there is neither evidence of a cancellation request nor any failure on BluePay's partAs a result, a refund for monthly fees is not warranted
Ms***'s account remained open and available for use during the period in questionAs a result, the associated fees were generated
If Ms*** is able to locate a record of contact, we will revisit the request for a refundIf she is not able to, then we consider this matter resolved
Sincerely,
BluePay Processing

Thank you for the opportunity to address Mr*** concernsMr*** applied for a merchant account on January 6th, Approval was delayed until January 25th as a result of his credit profile being locked at Experian due to an identity theft concernMr*** subsequently
applied for ACH Check processing on February 7thThat request was approvedApproval confirmation emails were sent to him on January 25th and February 7thThe accounts were approved for activity related to Auto SalesMr*** has processed two sales, which he has described as being related to business consulting and not auto salesHis account was not approved to process business consulting transactionsThose are currently being discussed with him by one of our Risk AnalystsThe credit inquiry is valid, as it was the result of our standard underwriting processWe are confident this should address any concerns related to the status of his account, which he has been actively using Thank you Sincerely, Risk ManagementBluePay Processing

Complaint:
I am rejecting this response because:
This is crazy business facility, I did clearly stated in email, "I did not take credit card", but they just opened a credit card merchant account, and start debit money from my check account, and I called them many times, they just ignore itafter I opened a complaint ticket, they response quickly, one of lady from bluepay called me, told me will make a refundbut after one week, I did not see the refund in my banking account ATM machine, then I called them againthem said, this will take 7-days to process, I think the "Revdex.com" image should take off from their websitethis business is nothing different than scam
Sincerely,
Wen Bin ***

Initial Business Response /* (1000, 5, 2015/01/22) */
Thank you for the opportunity to address Mr***'s concerns
BluePay has removed his phone number from our databaseWe apologize for any inconvenience
We communicate with thousands of existing customers every week, and we
also speak with prospective clients every dayWe maintain a commitment to providing excellent service to everyone we come into contact with
We wish Mr*** all the best
Sincerely,
BluePay Processing

Initial Business Response /* (1000, 5, 2014/04/15) */
Contact Name and Title: *** ***
Contact Phone: XXXXXXXXXX
Contact Email: ***@bluepay.com
We are sorry Mr*** was unable to launch his websiteHis merchant account was active and ready to process whenever he was ready
The fees Mr*** described were part of the applicationHowever we would be happy to refund the Early Termination Fee as well as the PCI Non Compliance Fee of $due to the fact that he had not accepted any credit cards and therefore had no access to credit card numbersWe will issue via ACH

Initial Business Response /* (1000, 7, 2014/04/12) */
Thank you for the opportunity to address Mr***'s concerns
We apologize for any inconvenience that the assessed fees may have causedWhile they are clearly disclosed in the terms of the agreement, we will issue a credit for
$
We wish Mr*** all the best and would welcome the opportunity to have him as a customer in the future
Risk Management
BluePay Processing
Initial Consumer Rebuttal /* (2000, 9, 2014/04/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am pleased that BluePay is fully refunding assessed feesShould I again need the services of credit-card service, I will have no hesitation in contacting BluePay about utilizing their services, now I am more aware of their policies
Final Consumer Response /* (450, 10, 2014/04/14) */
The consumer indicated ONLINE that the business responded to this complaint to his/her satisfactionHe/she also stated:

Initial Business Response /* (1000, 5, 2014/01/31) */
Thank you for the opportunity to address Ms***' concerns
We have no record of contact from Ms*** between May and January While we would prefer to retain her business and keep her account open, we understand
that there is a need to terminate this serviceWe will close her account promptly
Since we have no record of contact, we will not be able to refund the monthly fees for the months during which her account was open and ready for use
We wish Ms*** all the best
Risk Management
BluePay Processing

Initial Business Response /* (1000, 5, 2015/04/23) */
Thank you for the opportunity to address Ms***'s concerns
We apologize for any inconvenience associated with the fees that have been assessedWe are committed to resolving any concerns and doing all we can to retain Ms
***'s business and ensure her satisfaction
One $fee was credited on 4/13/The remaining $will be credited next week
If Ms*** should require a merchant account in the future, we would welcome the opportunity to be of service
Sincerely,
BluePay Processing

Thank you for the opportunity to address Ms*** concerns Ms*** established a merchant account with BluePay on April 6th, The account was active between April 10th and 27thOn April 24th, a consumer chargeback dispute was received, resulting in an excessive dispute ratio
The BluePay Risk Team conducted a review and identified multiple concerns, in addition to the excessive dispute ratioA security reserve was implementedThe $5,in debit attempts referenced by Ms*** were part of that security reserve implementationThose debit attempts were returned to BluePay uncollectedThe current balance of held deposits that remain in a security reserve is $3,That reserve is eligible for review no sooner than ninety days from the date the account was closed and is normally maintained for one hundred and eighty days or longerSecurity reserves are frequently reduced by incoming dispute activityThe implementation of the security reserve is authorized by the merchant’s agreement to the terms and conditions of the merchant account at the time of application and approval The Risk review and security reserve have been discussed at length with Ms*** and Nathan *** on multiple occasionsThe remaining balance of the security reserve will be reviewed no sooner than August 5th, ninety days from the date the account was closed on May 5th, The balance can be reduced by uncollected disputes and processing fees Ms*** can contact BluePay on August 5th Thank you Sincerely, BluePay Processing

Initial Business Response /* (1000, 5, 2014/09/27) */
Thank you for the opportunity to address Mr***'s concerns
Mr*** established a merchant account with BluePay on February 24, All of the discount rates and monthly fees associated with the account are clearly
disclosed on the merchant agreement that Mr*** signed
The Program Guide that discloses the terms and conditions of the account, including the early termination fee, was made available to Mr*** at the time he signed the agreementThat Program Guide is also always available on our website at this location: http://www.bluepay.com/sites/default/files/Program_Guide_0710_0.pdf
We regret that Mr*** decided to terminate his agreementWe are always willing to review his account to see if a rate adjustment is possibleMr*** has indicated that he would prefer to maintain the account rather than pay the early termination feeIf Mr*** would like to re-establish the account, we will honor the original February start date and reactivate the account and refund the early termination fee
Please let us know if Mr*** would like to pursue this course of action, as we would appreciate the opportunity to serve him as one of customers
Thank you
BluePay Processing

Initial Business Response /* (1000, 10, 2014/05/29) */
This case was responded to on May 12thTwo credits were issued for $and $129.00, which would have deposited to Ms***'s bank account by May 14th
Our original reply was submitted through the Revdex.com's system on May
12thIt reads as follows:
Thank you for the opportunity to address Ms***'s concerns
We are sorry to see Ms*** terminate her account with usWe would prefer to continue our relationship with her, but we understand and respect the decisions that she has to make on behalf of her business
We have issued a credit for the $PCI Fee and the $non-compliance feeMs*** should receive that deposit by the end of this weekWe realize that both fees were generated during the timeframe that she was discussing cancellation with us
We wish Ms*** all the best and would welcome the opportunity to serve her in the future
Sincerely,
BluePay Processing
Initial Consumer Rebuttal /* (2000, 12, 2014/05/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After two more calls to BluePay, I did get my refundI am satisfied that I received itHowever I was told my separate people (in my calls there) that I would see a refundThen, no one could ever find a refund statusI was also charged another monthly fee at the beginning of MayI do not believe it should take over months to close an account, and I should have been able to speak with a supervisorI will still warn businesses of doing business with BluePay, and recommend that they get their lawyer involved if they must terminate their contract if they'd like to not be charged add'l fees