Final Consumer Response / [redacted] (450, 5, 2014/04/29) */ The consumer indicated ONLINE that the business responded to this complaint to his/her satisfactionHe/she also stated: Issued complete refund
Initial Business Response / [redacted] (1000, 8, 2014/07/10) */ Thank you for the opportunity to address Ms [redacted] 's concerns Our PCI Compliance program is designed to ensure that all merchants who accept credit cards through a BluePay merchant account are compliant with current industry cardholder security standardsWe have been working diligently with our customers to complete the necessary steps to bring them into full compliance and avoid non-compliance fees in the future While statement messages were generated in advance of the PCI Non-Compliance Fee billing in April, we understand that Ms [redacted] used this merchant account on a limited basis, resulting in her request to terminate the agreementTaking that history into consideration, we have issued a credit for $for the fees she was charged from April through JuneShe should see that credit within the next two business days We thank Ms [redacted] for her business and we wish her all the bestWe would appreciate the opportunity to be of service to her again, should she have a need for merchant services in the future Sincerely, Risk Management BluePay Processing
This complaint was originally generated in 2015, but not accurately associated with BluePay’s primary Revdex.com accountThis matter was addressed with MrMeshanko in September of to his satisfactionThe account has remained open and active since thenThank you Sincerely, BluePay Processing
Thank you for the opportunity to address Mr [redacted] 's concerns While there was no contact recorded between BluePay and Mr [redacted] between August and February 2016, it does appear as though his account had been inactive and disabled for use after October As a result, the monthly billing of PCI non-compliance fees that were billed to Mr [redacted] directly from BluePay between November and February will be refundedSixteen charges of $will be credited for a total refund of $We apologize for any inconvenience, and we wish Mr [redacted] all the best Sincerely, BluePay Processing
Initial Business Response / [redacted] (1000, 5, 2014/04/03) */ Thank you for the opportunity to address Mr [redacted] 's concerns A credit for the $fee was issued today, 04/03/He should receive the deposit by Friday, 04/04/ We apologize for the delay and wish Mr [redacted] only the best Sincerely, BluePay Processing
Initial Business Response / [redacted] (1000, 13, 2015/07/13) */ Good Afternoon, Thank you for the opportunity to address Mr [redacted] concerns Mr [redacted] established one account with BluePay which has been closed since January That account was called Lure Properties We received two additional accounts from him in June of and March of 2011, but both of those applications were declined Mr [redacted] will need to provide more detail, including the business name and Merchant ID for the account he is referring toWe will be happy to resolve any issues that exist Thank you Sincerely, Risk Management BluePay Processing
Initial Business Response / [redacted] (1000, 6, 2015/08/02) */ Thank you for the opportunity to address Mr***'s concerns Unfortunately, none of the contact information provided by Mr [redacted] matches to any account in our database We will need the name or the business that we maintain an account for or the Merchant ID number in order locate the account in question, review the situation, and resolve the matter Thank you Sincerely, BluePay Processing Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/08/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Because I have receipts from Blue pay where the transaction was approvedI have the transaction ID for the last three payments that were drawn on our account.I don't know if this will help The merchant was [redacted] in StJoseph, MOSecond Harvest has closed the account with BluePay due to problems like this, but I would think they would still be in the system Transaction IDs are as follows : XXXXXXXXXXXX XXXXXXXXXXXX XXXXXXXXXXXX Final Business Response / [redacted] (4000, 10, 2015/08/14) */ We appreciate that Mr [redacted] has provided more detailMr [redacted] does not maintain an account with BluePayHe is a customer of one of BluePay's merchants Mr [redacted] did attempt a total of five donations in the amount of $eachThe most recent donation on 07/15/was successfully processed and paid to the merchantThe donations prior to that were refused and voided due to settings on the payment gateway that were established by the merchant involvedThe four $donations that were voided were not billed to Mr*** No error has occurred in the processing of these donations and no refund to Mr [redacted] is warranted Thank you Sincerely, BluePay Processing Final Consumer Response / [redacted] (2000, 12, 2015/08/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) After researching our statements, the donations were not charged to our accountThank you for helping us resolve this matter
Initial Business Response / [redacted] (1000, 8, 2014/07/10) */ Thank you for the opportunity to address Ms***'s concerns BluePay has corresponded with several representatives from Ms***'s company in recent weeksThe account in question was closed prior to the end of June, as requested The fees that were generated in June are, unfortunately, not refundable Should Ms [redacted] require merchant services in the future, we would welcome the opportunity to be of service to her again Sincerely, Risk Management BluePay Processing
I would not recommend using BluePay for any reason what-so-ever After extensively going over our account and our needs with the sales rep we setup our account We explained, in depth, that we had invoices that we had hold as a courtesy to our customers for the past few months and would be processing a large sum within the first two weeks After processing payments the first was cleared quickly However, they held the last payments for over a week and after 4-attempts to reach them I was told that they would be processed days after the initial submittion However, I was then transferred to a risk analyst who informed me that our account was put on a hold and she had been "planning" to contact us this morning (it was now AM) We explained that this was our 5th call to their company and why were we now being told this information We should have been informed days ago After submitted all invoices on the payments, which they required to process they payments, they informed us that they were going to drop us unless we allowed them to hold the money for days I would greatly advise anyone interested in using BluePay to look elsewhere We have no to go back and explain to our customers why we have to reprocess these payments days past the original date
Initial Business Response / [redacted] (1000, 6, 2015/07/23) */ Thank you for the opportunity to address Ms***' concerns Ms [redacted] established an account in February of The account was assessed monthly fees of $in March and April of One of the $fees was returned from her bank unpaid If Ms [redacted] can provide a copy of the correspondence from the sales representative, then we could refund fees that were assessed The secondary review that resulted in the closure of the account was unrelated to the fees that were unpaidAdditional risk factors were identified that resulted in the account being terminated Fees associated with web development are the responsibility of Ms [redacted] and are not eligible for discussion Sincerely, BluePay Processing Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/08/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was charged when the account was supposed to be on hold so not only was I charged but I also was charged nsf fees from my bank as a result of not having the money in my business account when blue pay unlawfully charged my accountregarding my account being closed for "additional" risk factors these "risk" factors still have not been disclosed to me to date, what was the "risk?"I was approved by blue pay in February and not until I was approved did I hired and pay a developer to design my site around blue pays set upthen for no known reason to me just shut my account down? no reason given other than "risk" ? I had not even had the opportunity to use the system yet but yet I was a risk? why was I not determined to be a risk when I applied months earlier? I provided all the data blue pay needed to determine if I was eligible then once I was approved I hired and paid a developer to set my website upi am out of money because they gave me a approvalthe email exchange from blue pays representative halona jacskon is belowshe clearly states she put the account on holdI also provided blue pay with this email and they did nothing, read from the bottom up From: [redacted] @hotmail.com To: ***@bluepay.com; [redacted] @bluepay.com; [redacted] @bluepay.com CC: ***@financemyhair.com Subject: URGENT TIME SENSITIVE MATTER- XXXXXXXXXXXXXXXX - Finance My Hair.com Date: Mon, Jun 17:23:- XXXXXXXXXXXXXXXX - Finance My [redacted] We were notified of our acceptance with blue pay on 2/25/.Per our conversation and emails beginning 4/10/you were going to find out why my account is being charged even after the fact you stated you already placed my account on seasonal holdI expressed to date that know one has contacted me regarding this matter and it has been over months to dateIt was also requested that the charges be credited back into our account and not charged until we launched in which you assured me of this matter being resolvedHalona on 4/26/I contacted you again expressing my concerns for invoicing charges .There were no returned phone call or follow up emails in regards to this matterYou then answered my email on 4/28/with reply verbatim "Good morning, I'm just seeing thisI will contact Merchant Services againI spoke with someone before and they said they would call you, but I'll contact someone else in Merchant Services"from that point I didn't hear anything else from you nor Blue Pay Merchant services, therefore I contacted you again on 5/6/to tell you I still haven't received any contact from anyone from blue pay to date .You then replied on 5/06/you will contact them AGAIN .On 5/13/I emailed you to notify you of my account being charged once again even after the fact you assured me that my account was on holdyou then replied on 5/15/stating "I apologize I thought my email was sent to youI contacted Merchant Services and put a request to put a hold on the account from [redacted] 13th and for your account to be active again in weeks"I then contacted and expressed to you that you assured me my account was on hold previous to 5/13/and why is it now just being requested as of 5/13/, you stated you already requested the hold previous to that date just 5/13/was the date you contacted merchant services again to place hold on my account.I contacted you again on 5/18/and 5/30/and still to this date 6/16/this issue haven't been resolved.I have our email exchanges and the seasonal hold according to the risk department was not put on until later even though you told me it was put on our account initially from the beginningI take my business VERY seriously and this is putting me in a compromising situation and could even ruin my chances of doing business with other vendorsIt is not acceptable to ignore numerous emails and let issues go unresolved for monthsYou are telling me it takes weeks at a time to get answers and in the meantime with no answers from you my account gets terminated all of this could have been avoided had you made sure the corrections were made in the account once you were made awareIf this is no fault of your own please refer me to the party that dropped the ball so we can get this issue resolved at once just as an FYI - less than minutes you and I got off the phone Blue Pay sent me a termination of services because they said they were not able to collect funds from my account even though it is supposed to be on hold ??? I am concerned that the company is not taking my request seriously and has ruined the future of my businessI do not plan to let this go until I get answers! This is my future that is being played with It needs to be made known to Risk Management immediately, that my account not being active is of no fault of my ownI stopped putting money in my business account because you did not make sure my money was secure before my launch date as I was told it would be secureI do not want to find my business name on any tmf list due to Blue Pays negligenceIn addition to money being taken from my business account that was not supposed to come out I have paid thousands to a web developer to build my site around blue pay structuresNow if I have to rebuild that is more money I lost because of the negligence of Blue Pays internal staffs failure to code and notate my account correctly SEE BELOW EMAIL EXCHANGES ( THERE ARE MORE EMAILS IF NEEDED) Date: Fri, [redacted] 23:39:- Subject: Re: withdraw on my account From: [redacted] @bluepay.com To: [redacted] @hotmail.com I requested before to have your account on hold beforeI contacted Merchant Services again on the 13th On Friday, May 16, 2014, Tyler [redacted] wrote: Halona, Did you get my below email? From: [redacted] @hotmail.com To: [email protected] Subject: RE: withdraw on my account Date: Thu, [redacted] 17:05:- I thought you said yoy already put a hold On it? It was just now put on hold as of may 13th? Date: Thu, [redacted] 17:00:- Subject: Re: withdraw on my account From: [redacted] @bluepay.com To: [redacted] @hotmail.com I apologize I thought my email was sent to youI contacted Merchant Services and put a request to put a hold on the account from [redacted] 13th and for your account to be active again in weeks On Thu, May 15, at 4:PM, Tyler [redacted] wrote: Halona, [redacted] I get an update? weeks from today my site should be active From: [email protected] To: [email protected] Subject: RE: withdraw on my account Date: Tue, [redacted] 11:49:- They can turn it back on in weeks from nowWill they credit my account back? Date: Tue, [redacted] 11:42:- Subject: Re: withdraw on my account From: [redacted] @bluepay.com To: [email protected] I will contact Merchant Services to inquire about itWhen would you like the account to be turned back on? What is the status with your website as well? On Tue, [redacted] 13, at 11:AM, [redacted] wrote: Halona, I just got ANOTHER invoiceI thought you put my account on hold? Can you please tell me how I am being charged if my account is on hold? Date: Tue, May 18:31:- Subject: Re: withdraw on my account From: [redacted] @bluepay.com To: [redacted] @hotmail.com No problemI will contact the Merchant Service department first thing in the morning On Tuesday, May 6, 2014, [redacted] wrote: no specific time , just would like a return call Date: Tue, [redacted] 16:38:- Subject: Re: withdraw on my account From: [email protected] To: [redacted] @hotmail.com Okay I will contact them again so we can get clarification on thisWhat is your availability today and tomorrow? On Tue, [redacted] 6, at 4:PM, Tyler [redacted] wrote: yes, but I was old testing was of no charge Date: Tue, [redacted] 16:08:- Subject: Re: withdraw on my account From: [redacted] @bluepay.com To: [email protected] Did you run a test transaction? On Tue, [redacted] 6, at 4:PM, [redacted] wrote: Halona, You said we were on hold until our site is up an running, I was also told that the charge was transaction and there have not been any transactions, so not understanding why we are being charged? Date: Tue, [redacted] 15:50:- Subject: Re: withdraw on my account From: [redacted] @bluepay.com To: Final Consumer Response / [redacted] (3000, 12, 2015/08/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) The correspondence that Ms [redacted] has provided makes no reference to her sales representative promising that no fees would be charged prior to the account being actively usedFees are generated once the account is created and ready for use The correspondence included is follow up correspondence that questions why fees are being assessedBluePay's representative worked to suspend billing starting in May as a courtesy Insufficient Funds fees are the responsibility of Ms***BluePay only collected one monthly fee successfully, while the account was open and ready for use for several months The termination of the account has no impact on any of the development work that was conducted, as the site can still be used with another merchant provider We wish Ms [redacted] all the best Sincerely, BluePay Processing Final Business Response / [redacted] (4000, 14, 2015/08/17) */ Ms [redacted] had access to a functional merchant account for three months: March, April, and [redacted] of We successfully debited only one monthly fee of $She paid no fees for the other two months Insufficient Funds fees are the responsibility of Ms*** The termination of the account has no impact on any of the development work that was conducted, as the site can still be used with another merchant providerDevelopment fees are solely the responsibility of Ms*** We consider this matter resolved, and we wish Ms [redacted] all the best Sincerely, BluePay Processing
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11135673, and find that this resolution is satisfactory to meThe bank account originally on file is no longer active; please contact me directly at j [redacted] [email protected] in order to coordinate funds transferThank you for working with me on this Sincerely, Josh [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/04/23) */ Thank you for the opportunity to address these concerns This matter is currently being reviewed, and BluePay will provide a final resolution early next week Sincerely, BluePay Processing Initial Consumer Rebuttal Re: Account Cancellation - [redacted] ( 2nd email) message [redacted] Fri, Jun 12, at 4:PM To: [redacted] Cc: [redacted] @chicago.Revdex.com.org You guys have completed blocked access to the backend to access records after cancelling the accountYou are charging us for fees still that weren't agreed on the initial contract see attachedwe demand DISCLOSURE OF STANDARD RATES, FEES AND CHARGES for the last months on our account [redacted] Something that is our right under the Credit Card Accountability Responsibility and Disclosure Act of 2009, failure to provide electronically stored information from your part will result on legal action from our part On Fri, Jun 5, at 11:AM, [redacted] wrote: Hello: Sorry for any inconvenienceThis account was closed out 6/3/Please let me know if there is anything else I can help withThank you [redacted] Quality Assurance XXX-XXX-XXXX main XXX-XXX-XXXX fax XXX-XXX-XXXX toll free BluePay, Inc www.bluepay.com Final Business Response / [redacted] (4000, 18, 2015/07/10) */ Thank you for the opportunity to address Mr [redacted] 's concerns The Non-receipt of PCI Validation Fee is billed separately from the monthly fees associated with merchant processingThe monthly fees and the PCI fee are, however, billed to the same bank account, the same account that receives merchant depositsThe fees are clearly labeled The 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 [redacted] @BLUEPAY.COM While merchant statements are not physically mailed monthly, they are available at all times 24/through our merchant portal, which Mr [redacted] was provided access to When Mr [redacted] contacted us regarding PCI compliance and related fees in April 2015, he was credited $for the most recent three months of feesThat credit would have posted to his bank account after 5/13/ We regret that Mr [redacted] terminated his relationship with BluePayWe made every effort to assist him with becoming PCI compliant, and we are always available to serve him again should he be in need of merchant services in the future Sincerely, Risk Management BluePay Processing
Initial Business Response / [redacted] (1000, 8, 2014/09/27) */ Thank you for the opportunity to address Mr [redacted] 's concerns We regret that Mr [redacted] is experiencing any frustration related to [redacted] complianceWe are committed to being available for our customers, assisting them through every step of the compliance process Mr [redacted] will be contacted by a member of our Quality Assurance Team early next weekThey will work with him to address his concerns about [redacted] non-compliance fees and assist him with ensuring that his merchant account meets all the requirements of compliance We apologize for any inconvenience and assure Mr [redacted] that we will resolve this matter in a timely fashion Thank you BluePay Processing
Initial Business Response / [redacted] (1000, 7, 2015/08/02) */ Thank you for the opportunity to address Mr [redacted] 's concerns The merchant account for Common Change was established in August of The account was used regularly through May of PCI compliance is required by the card brands, and BluePay works with our customers to assist them with taking the necessary steps to become compliantWe do not require our customers to procure their own vendor for compliance, though some merchants pursue that option BluePay published a statement message describing the PCI non-compliance fee and the need for PCI compliance 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 [email protected] We received a request to terminate the merchant account for Common Change at the end of June The account was terminated as result of that requestAt this time, a refund of fees associated with the account is not warranted BluePay remains committed to working with our customers to provide excellent service and assist them with maintaining full cardholder data securityWe would be happy to assist Common Change again in the future Sincerely, BluePay Processing
Initial Business Response / [redacted] (1000, 5, 2014/10/31) */ Thank you for the opportunity to address Ms [redacted] 's concerns This matter was resolved on 10/17/The funds in question were released to Ms [redacted] that day Sincerely, BluePay Processing
Initial Business Response / [redacted] (1000, 13, 2014/09/05) */ Thank you for the opportunity to address Mr [redacted] 's concerns Mr [redacted] did establish three separate merchant accounts with BluePayOne of his websites came under attack and was being used by criminals to authorize card numbersBluePay's team offered direction to assist Mr [redacted] with blocking the activityThe authorization attack that he suffered was unrelated to the fact that he utilized our merchant services Mr [redacted] requested that his accounts be closedWhen his accounts were established, he agreed to, and was provided with a copy of, the terms and conditions which clearly identify our early termination fee As a result, the fees are not refundable Sincerely, BluePay Processing Initial Consumer Rebuttal / [redacted] (3000, 15, 2014/09/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) The fees in question are in fact, buried in the contractThat is true, however one wonders why they felt the need to hide themThat being said, I was repeatedly lied to by the sales rep who told me that I was on a "month to month" agreementI signed the contract, there was no need to lie about itAs far as the attacks on my account, the only "direction" they offered me was to monitor the hundreds of fraudulent transactions and go in and reverse them myselfThat was impossible unless I did nothing else foreverThat's why the account was closedAfter being promised by the sales rep, [redacted] that the fees would be refunded,( I don't know why he told me that) he would never again answer my calls and emails to him bouncedBluepay is of course, free to charge any fees, but they should not feel the need to hide them and lie about it
Mr [redacted] did contact BluePay several times in September and October of this yearEach time, his concerns were addressed by our Merchant Services TeamThe October 14th fee of $that he has referenced was credited to the same bank account on 11/04/The excellent service that has been provided directly contradicts his inaccurate assessment of our business BluePay remains completely committed to providing outstanding service to all of our customers BluePay Processing
This company is riddled with fees that they won't inform you about and full of "customer service reps" that can't do anything but transfer you again and againThere is no efficiency in this company and they're so bad that most of their large contracts backed out from partnering with them over the past few years
Initial Business Response / [redacted] (1000, 8, 2014/09/27) */ Thank you for the opportunity to address Ms [redacted] 's concerns The transactions in question required verification by our Risk DepartmentWhile we regret the delay associated with that process, we worked expeditiously to resolve that matter as quickly as possible The verification was completed and funds were transferred to Ms [redacted] on 09/10/ We apologize for any inconvenience, and we look forward to serving Ms [redacted] now and in the future Thank you BluePay Processing
Initial Business Response / [redacted] (1000, 5, 2014/08/28) */ Thank you for the opportunity to address Mr [redacted] 's concerns While the Early Termination Fee is part of our signed merchant agreement, we understand that he utilized this account in a very limited capacityAs a result, we have issued a courtesy credit for $ We wish Mr [redacted] all the best, and we would welcome the opportunity to be of service to him in the future Sincerely, BluePay Processing
Final Consumer Response / [redacted] (450, 5, 2014/04/29) */ The consumer indicated ONLINE that the business responded to this complaint to his/her satisfactionHe/she also stated: Issued complete refund
Initial Business Response / [redacted] (1000, 8, 2014/07/10) */ Thank you for the opportunity to address Ms [redacted] 's concerns Our PCI Compliance program is designed to ensure that all merchants who accept credit cards through a BluePay merchant account are compliant with current industry cardholder security standardsWe have been working diligently with our customers to complete the necessary steps to bring them into full compliance and avoid non-compliance fees in the future While statement messages were generated in advance of the PCI Non-Compliance Fee billing in April, we understand that Ms [redacted] used this merchant account on a limited basis, resulting in her request to terminate the agreementTaking that history into consideration, we have issued a credit for $for the fees she was charged from April through JuneShe should see that credit within the next two business days We thank Ms [redacted] for her business and we wish her all the bestWe would appreciate the opportunity to be of service to her again, should she have a need for merchant services in the future Sincerely, Risk Management BluePay Processing
This complaint was originally generated in 2015, but not accurately associated with BluePay’s primary Revdex.com accountThis matter was addressed with MrMeshanko in September of to his satisfactionThe account has remained open and active since thenThank you Sincerely, BluePay Processing
Thank you for the opportunity to address Mr [redacted] 's concerns While there was no contact recorded between BluePay and Mr [redacted] between August and February 2016, it does appear as though his account had been inactive and disabled for use after October As a result, the monthly billing of PCI non-compliance fees that were billed to Mr [redacted] directly from BluePay between November and February will be refundedSixteen charges of $will be credited for a total refund of $We apologize for any inconvenience, and we wish Mr [redacted] all the best Sincerely, BluePay Processing
Initial Business Response / [redacted] (1000, 5, 2014/04/03) */ Thank you for the opportunity to address Mr [redacted] 's concerns A credit for the $fee was issued today, 04/03/He should receive the deposit by Friday, 04/04/ We apologize for the delay and wish Mr [redacted] only the best Sincerely, BluePay Processing
Initial Business Response / [redacted] (1000, 13, 2015/07/13) */ Good Afternoon, Thank you for the opportunity to address Mr [redacted] concerns Mr [redacted] established one account with BluePay which has been closed since January That account was called Lure Properties We received two additional accounts from him in June of and March of 2011, but both of those applications were declined Mr [redacted] will need to provide more detail, including the business name and Merchant ID for the account he is referring toWe will be happy to resolve any issues that exist Thank you Sincerely, Risk Management BluePay Processing
Initial Business Response / [redacted] (1000, 6, 2015/08/02) */ Thank you for the opportunity to address Mr***'s concerns Unfortunately, none of the contact information provided by Mr [redacted] matches to any account in our database We will need the name or the business that we maintain an account for or the Merchant ID number in order locate the account in question, review the situation, and resolve the matter Thank you Sincerely, BluePay Processing Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/08/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Because I have receipts from Blue pay where the transaction was approvedI have the transaction ID for the last three payments that were drawn on our account.I don't know if this will help The merchant was [redacted] in StJoseph, MOSecond Harvest has closed the account with BluePay due to problems like this, but I would think they would still be in the system Transaction IDs are as follows : XXXXXXXXXXXX XXXXXXXXXXXX XXXXXXXXXXXX Final Business Response / [redacted] (4000, 10, 2015/08/14) */ We appreciate that Mr [redacted] has provided more detailMr [redacted] does not maintain an account with BluePayHe is a customer of one of BluePay's merchants Mr [redacted] did attempt a total of five donations in the amount of $eachThe most recent donation on 07/15/was successfully processed and paid to the merchantThe donations prior to that were refused and voided due to settings on the payment gateway that were established by the merchant involvedThe four $donations that were voided were not billed to Mr*** No error has occurred in the processing of these donations and no refund to Mr [redacted] is warranted Thank you Sincerely, BluePay Processing Final Consumer Response / [redacted] (2000, 12, 2015/08/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) After researching our statements, the donations were not charged to our accountThank you for helping us resolve this matter
Initial Business Response / [redacted] (1000, 8, 2014/07/10) */ Thank you for the opportunity to address Ms***'s concerns BluePay has corresponded with several representatives from Ms***'s company in recent weeksThe account in question was closed prior to the end of June, as requested The fees that were generated in June are, unfortunately, not refundable Should Ms [redacted] require merchant services in the future, we would welcome the opportunity to be of service to her again Sincerely, Risk Management BluePay Processing
I would not recommend using BluePay for any reason what-so-ever After extensively going over our account and our needs with the sales rep we setup our account We explained, in depth, that we had invoices that we had hold as a courtesy to our customers for the past few months and would be processing a large sum within the first two weeks After processing payments the first was cleared quickly However, they held the last payments for over a week and after 4-attempts to reach them I was told that they would be processed days after the initial submittion However, I was then transferred to a risk analyst who informed me that our account was put on a hold and she had been "planning" to contact us this morning (it was now AM) We explained that this was our 5th call to their company and why were we now being told this information We should have been informed days ago After submitted all invoices on the payments, which they required to process they payments, they informed us that they were going to drop us unless we allowed them to hold the money for days I would greatly advise anyone interested in using BluePay to look elsewhere We have no to go back and explain to our customers why we have to reprocess these payments days past the original date
Initial Business Response / [redacted] (1000, 6, 2015/07/23) */ Thank you for the opportunity to address Ms***' concerns Ms [redacted] established an account in February of The account was assessed monthly fees of $in March and April of One of the $fees was returned from her bank unpaid If Ms [redacted] can provide a copy of the correspondence from the sales representative, then we could refund fees that were assessed The secondary review that resulted in the closure of the account was unrelated to the fees that were unpaidAdditional risk factors were identified that resulted in the account being terminated Fees associated with web development are the responsibility of Ms [redacted] and are not eligible for discussion Sincerely, BluePay Processing Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/08/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was charged when the account was supposed to be on hold so not only was I charged but I also was charged nsf fees from my bank as a result of not having the money in my business account when blue pay unlawfully charged my accountregarding my account being closed for "additional" risk factors these "risk" factors still have not been disclosed to me to date, what was the "risk?"I was approved by blue pay in February and not until I was approved did I hired and pay a developer to design my site around blue pays set upthen for no known reason to me just shut my account down? no reason given other than "risk" ? I had not even had the opportunity to use the system yet but yet I was a risk? why was I not determined to be a risk when I applied months earlier? I provided all the data blue pay needed to determine if I was eligible then once I was approved I hired and paid a developer to set my website upi am out of money because they gave me a approvalthe email exchange from blue pays representative halona jacskon is belowshe clearly states she put the account on holdI also provided blue pay with this email and they did nothing, read from the bottom up From: [redacted] @hotmail.com To: ***@bluepay.com; [redacted] @bluepay.com; [redacted] @bluepay.com CC: ***@financemyhair.com Subject: URGENT TIME SENSITIVE MATTER- XXXXXXXXXXXXXXXX - Finance My Hair.com Date: Mon, Jun 17:23:- XXXXXXXXXXXXXXXX - Finance My [redacted] We were notified of our acceptance with blue pay on 2/25/.Per our conversation and emails beginning 4/10/you were going to find out why my account is being charged even after the fact you stated you already placed my account on seasonal holdI expressed to date that know one has contacted me regarding this matter and it has been over months to dateIt was also requested that the charges be credited back into our account and not charged until we launched in which you assured me of this matter being resolvedHalona on 4/26/I contacted you again expressing my concerns for invoicing charges .There were no returned phone call or follow up emails in regards to this matterYou then answered my email on 4/28/with reply verbatim "Good morning, I'm just seeing thisI will contact Merchant Services againI spoke with someone before and they said they would call you, but I'll contact someone else in Merchant Services"from that point I didn't hear anything else from you nor Blue Pay Merchant services, therefore I contacted you again on 5/6/to tell you I still haven't received any contact from anyone from blue pay to date .You then replied on 5/06/you will contact them AGAIN .On 5/13/I emailed you to notify you of my account being charged once again even after the fact you assured me that my account was on holdyou then replied on 5/15/stating "I apologize I thought my email was sent to youI contacted Merchant Services and put a request to put a hold on the account from [redacted] 13th and for your account to be active again in weeks"I then contacted and expressed to you that you assured me my account was on hold previous to 5/13/and why is it now just being requested as of 5/13/, you stated you already requested the hold previous to that date just 5/13/was the date you contacted merchant services again to place hold on my account.I contacted you again on 5/18/and 5/30/and still to this date 6/16/this issue haven't been resolved.I have our email exchanges and the seasonal hold according to the risk department was not put on until later even though you told me it was put on our account initially from the beginningI take my business VERY seriously and this is putting me in a compromising situation and could even ruin my chances of doing business with other vendorsIt is not acceptable to ignore numerous emails and let issues go unresolved for monthsYou are telling me it takes weeks at a time to get answers and in the meantime with no answers from you my account gets terminated all of this could have been avoided had you made sure the corrections were made in the account once you were made awareIf this is no fault of your own please refer me to the party that dropped the ball so we can get this issue resolved at once just as an FYI - less than minutes you and I got off the phone Blue Pay sent me a termination of services because they said they were not able to collect funds from my account even though it is supposed to be on hold ??? I am concerned that the company is not taking my request seriously and has ruined the future of my businessI do not plan to let this go until I get answers! This is my future that is being played with It needs to be made known to Risk Management immediately, that my account not being active is of no fault of my ownI stopped putting money in my business account because you did not make sure my money was secure before my launch date as I was told it would be secureI do not want to find my business name on any tmf list due to Blue Pays negligenceIn addition to money being taken from my business account that was not supposed to come out I have paid thousands to a web developer to build my site around blue pay structuresNow if I have to rebuild that is more money I lost because of the negligence of Blue Pays internal staffs failure to code and notate my account correctly SEE BELOW EMAIL EXCHANGES ( THERE ARE MORE EMAILS IF NEEDED) Date: Fri, [redacted] 23:39:- Subject: Re: withdraw on my account From: [redacted] @bluepay.com To: [redacted] @hotmail.com I requested before to have your account on hold beforeI contacted Merchant Services again on the 13th On Friday, May 16, 2014, Tyler [redacted] wrote: Halona, Did you get my below email? From: [redacted] @hotmail.com To: [email protected] Subject: RE: withdraw on my account Date: Thu, [redacted] 17:05:- I thought you said yoy already put a hold On it? It was just now put on hold as of may 13th? Date: Thu, [redacted] 17:00:- Subject: Re: withdraw on my account From: [redacted] @bluepay.com To: [redacted] @hotmail.com I apologize I thought my email was sent to youI contacted Merchant Services and put a request to put a hold on the account from [redacted] 13th and for your account to be active again in weeks On Thu, May 15, at 4:PM, Tyler [redacted] wrote: Halona, [redacted] I get an update? weeks from today my site should be active From: [email protected] To: [email protected] Subject: RE: withdraw on my account Date: Tue, [redacted] 11:49:- They can turn it back on in weeks from nowWill they credit my account back? Date: Tue, [redacted] 11:42:- Subject: Re: withdraw on my account From: [redacted] @bluepay.com To: [email protected] I will contact Merchant Services to inquire about itWhen would you like the account to be turned back on? What is the status with your website as well? On Tue, [redacted] 13, at 11:AM, [redacted] wrote: Halona, I just got ANOTHER invoiceI thought you put my account on hold? Can you please tell me how I am being charged if my account is on hold? Date: Tue, May 18:31:- Subject: Re: withdraw on my account From: [redacted] @bluepay.com To: [redacted] @hotmail.com No problemI will contact the Merchant Service department first thing in the morning On Tuesday, May 6, 2014, [redacted] wrote: no specific time , just would like a return call Date: Tue, [redacted] 16:38:- Subject: Re: withdraw on my account From: [email protected] To: [redacted] @hotmail.com Okay I will contact them again so we can get clarification on thisWhat is your availability today and tomorrow? On Tue, [redacted] 6, at 4:PM, Tyler [redacted] wrote: yes, but I was old testing was of no charge Date: Tue, [redacted] 16:08:- Subject: Re: withdraw on my account From: [redacted] @bluepay.com To: [email protected] Did you run a test transaction? On Tue, [redacted] 6, at 4:PM, [redacted] wrote: Halona, You said we were on hold until our site is up an running, I was also told that the charge was transaction and there have not been any transactions, so not understanding why we are being charged? Date: Tue, [redacted] 15:50:- Subject: Re: withdraw on my account From: [redacted] @bluepay.com To: Final Consumer Response / [redacted] (3000, 12, 2015/08/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) The correspondence that Ms [redacted] has provided makes no reference to her sales representative promising that no fees would be charged prior to the account being actively usedFees are generated once the account is created and ready for use The correspondence included is follow up correspondence that questions why fees are being assessedBluePay's representative worked to suspend billing starting in May as a courtesy Insufficient Funds fees are the responsibility of Ms***BluePay only collected one monthly fee successfully, while the account was open and ready for use for several months The termination of the account has no impact on any of the development work that was conducted, as the site can still be used with another merchant provider We wish Ms [redacted] all the best Sincerely, BluePay Processing Final Business Response / [redacted] (4000, 14, 2015/08/17) */ Ms [redacted] had access to a functional merchant account for three months: March, April, and [redacted] of We successfully debited only one monthly fee of $She paid no fees for the other two months Insufficient Funds fees are the responsibility of Ms*** The termination of the account has no impact on any of the development work that was conducted, as the site can still be used with another merchant providerDevelopment fees are solely the responsibility of Ms*** We consider this matter resolved, and we wish Ms [redacted] all the best Sincerely, BluePay Processing
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11135673, and find that this resolution is satisfactory to meThe bank account originally on file is no longer active; please contact me directly at j [redacted] [email protected] in order to coordinate funds transferThank you for working with me on this Sincerely, Josh [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/04/23) */ Thank you for the opportunity to address these concerns This matter is currently being reviewed, and BluePay will provide a final resolution early next week Sincerely, BluePay Processing Initial Consumer Rebuttal Re: Account Cancellation - [redacted] ( 2nd email) message [redacted] Fri, Jun 12, at 4:PM To: [redacted] Cc: [redacted] @chicago.Revdex.com.org You guys have completed blocked access to the backend to access records after cancelling the accountYou are charging us for fees still that weren't agreed on the initial contract see attachedwe demand DISCLOSURE OF STANDARD RATES, FEES AND CHARGES for the last months on our account [redacted] Something that is our right under the Credit Card Accountability Responsibility and Disclosure Act of 2009, failure to provide electronically stored information from your part will result on legal action from our part On Fri, Jun 5, at 11:AM, [redacted] wrote: Hello: Sorry for any inconvenienceThis account was closed out 6/3/Please let me know if there is anything else I can help withThank you [redacted] Quality Assurance XXX-XXX-XXXX main XXX-XXX-XXXX fax XXX-XXX-XXXX toll free BluePay, Inc www.bluepay.com Final Business Response / [redacted] (4000, 18, 2015/07/10) */ Thank you for the opportunity to address Mr [redacted] 's concerns The Non-receipt of PCI Validation Fee is billed separately from the monthly fees associated with merchant processingThe monthly fees and the PCI fee are, however, billed to the same bank account, the same account that receives merchant depositsThe fees are clearly labeled The 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 [redacted] @BLUEPAY.COM While merchant statements are not physically mailed monthly, they are available at all times 24/through our merchant portal, which Mr [redacted] was provided access to When Mr [redacted] contacted us regarding PCI compliance and related fees in April 2015, he was credited $for the most recent three months of feesThat credit would have posted to his bank account after 5/13/ We regret that Mr [redacted] terminated his relationship with BluePayWe made every effort to assist him with becoming PCI compliant, and we are always available to serve him again should he be in need of merchant services in the future Sincerely, Risk Management BluePay Processing
Initial Business Response / [redacted] (1000, 8, 2014/09/27) */ Thank you for the opportunity to address Mr [redacted] 's concerns We regret that Mr [redacted] is experiencing any frustration related to [redacted] complianceWe are committed to being available for our customers, assisting them through every step of the compliance process Mr [redacted] will be contacted by a member of our Quality Assurance Team early next weekThey will work with him to address his concerns about [redacted] non-compliance fees and assist him with ensuring that his merchant account meets all the requirements of compliance We apologize for any inconvenience and assure Mr [redacted] that we will resolve this matter in a timely fashion Thank you BluePay Processing
Initial Business Response / [redacted] (1000, 7, 2015/08/02) */ Thank you for the opportunity to address Mr [redacted] 's concerns The merchant account for Common Change was established in August of The account was used regularly through May of PCI compliance is required by the card brands, and BluePay works with our customers to assist them with taking the necessary steps to become compliantWe do not require our customers to procure their own vendor for compliance, though some merchants pursue that option BluePay published a statement message describing the PCI non-compliance fee and the need for PCI compliance 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 [email protected] We received a request to terminate the merchant account for Common Change at the end of June The account was terminated as result of that requestAt this time, a refund of fees associated with the account is not warranted BluePay remains committed to working with our customers to provide excellent service and assist them with maintaining full cardholder data securityWe would be happy to assist Common Change again in the future Sincerely, BluePay Processing
Initial Business Response / [redacted] (1000, 5, 2014/10/31) */ Thank you for the opportunity to address Ms [redacted] 's concerns This matter was resolved on 10/17/The funds in question were released to Ms [redacted] that day Sincerely, BluePay Processing
Initial Business Response / [redacted] (1000, 13, 2014/09/05) */ Thank you for the opportunity to address Mr [redacted] 's concerns Mr [redacted] did establish three separate merchant accounts with BluePayOne of his websites came under attack and was being used by criminals to authorize card numbersBluePay's team offered direction to assist Mr [redacted] with blocking the activityThe authorization attack that he suffered was unrelated to the fact that he utilized our merchant services Mr [redacted] requested that his accounts be closedWhen his accounts were established, he agreed to, and was provided with a copy of, the terms and conditions which clearly identify our early termination fee As a result, the fees are not refundable Sincerely, BluePay Processing Initial Consumer Rebuttal / [redacted] (3000, 15, 2014/09/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) The fees in question are in fact, buried in the contractThat is true, however one wonders why they felt the need to hide themThat being said, I was repeatedly lied to by the sales rep who told me that I was on a "month to month" agreementI signed the contract, there was no need to lie about itAs far as the attacks on my account, the only "direction" they offered me was to monitor the hundreds of fraudulent transactions and go in and reverse them myselfThat was impossible unless I did nothing else foreverThat's why the account was closedAfter being promised by the sales rep, [redacted] that the fees would be refunded,( I don't know why he told me that) he would never again answer my calls and emails to him bouncedBluepay is of course, free to charge any fees, but they should not feel the need to hide them and lie about it
Mr [redacted] did contact BluePay several times in September and October of this yearEach time, his concerns were addressed by our Merchant Services TeamThe October 14th fee of $that he has referenced was credited to the same bank account on 11/04/The excellent service that has been provided directly contradicts his inaccurate assessment of our business BluePay remains completely committed to providing outstanding service to all of our customers BluePay Processing
This company is riddled with fees that they won't inform you about and full of "customer service reps" that can't do anything but transfer you again and againThere is no efficiency in this company and they're so bad that most of their large contracts backed out from partnering with them over the past few years
Initial Business Response / [redacted] (1000, 8, 2014/09/27) */ Thank you for the opportunity to address Ms [redacted] 's concerns The transactions in question required verification by our Risk DepartmentWhile we regret the delay associated with that process, we worked expeditiously to resolve that matter as quickly as possible The verification was completed and funds were transferred to Ms [redacted] on 09/10/ We apologize for any inconvenience, and we look forward to serving Ms [redacted] now and in the future Thank you BluePay Processing
Initial Business Response / [redacted] (1000, 5, 2014/08/28) */ Thank you for the opportunity to address Mr [redacted] 's concerns While the Early Termination Fee is part of our signed merchant agreement, we understand that he utilized this account in a very limited capacityAs a result, we have issued a courtesy credit for $ We wish Mr [redacted] all the best, and we would welcome the opportunity to be of service to him in the future Sincerely, BluePay Processing