Initial Business Response / [redacted] (1000, 7, 2015/06/18) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @chfs.us C&H Financial Service, Inc.'s Response to Revdex.com Complaint Case #XXXXXXXX For the privacy of the Consumer and Merchant, the complainant will be referred to herein as "Merchant" and the merchant's customer will be referred to herein as the "Consumer." While C&H Financial Services, Inc("C&H") empathizes with both Consumer and Merchant's situations, the company takes Merchant's allegation that C&H "seems to have stolen" Consumer's money very seriously (See Merchant's Revdex.com Complaint Case #XXXXXXXX)It is C&H's position that Merchant's accusations toward C&H are at the very lease entirely unfounded or misplaced, and at the very most defamatory in natureIt seems possible that Merchant is unaware of the current status of the matter, and hopes this response will shed further light on the situationA summary of which is provided below (1) On or about May 1, 2015, Consumer attempted to make a debit card purchase at Merchant's store in the amount of $The transaction declined on the terminal level due to an interruption in Merchant's phone line (2) A phone line interruption is an issue either within Merchant's (and/or Merchant's phone/internet service provider's) exclusive control, and is a problem over which C&H has no involvement, nor any ability to anticipate or correct (3) Despite the phone line issue, the sale went through and the amount was debited from Consumer's accountConsumer and Merchant understandably desired to rectify the situation (4) This issue was brought to C&H's attention, and in collaboration with the bank, C&H staff was told that the transaction should be reversed within a few days because the debit was never settled (5) On May 4, Merchant contacted C&H again in order to check on the status of the issueC&H spoke directly with the Consumer at least three times and informed Consumer that C&H was continuing to work to resolve the issue (6) The reversal ticket was resolved on May 8, On May 8, 2015, C&H staff informed Merchant that it would take to business days in order for Consumer to see the transaction removed from her statement (7) Despite C&H's communications with Merchant, Merchant repeatedly called C&H staff multiple times within the subsequent weekMerchant was told that (i) it had not yet been to business days; (ii) Consumer should see the money returned to her account by the end of the following week (May 22, 2015); and (iii) the timing of the issue resolution was within the purview of Consumer's bank and outside the control of C&H (8) On May 19, C&H staff followed up again with the bank and was informed that the transaction was successfully reversed, and no further action was required (9) C&H staff received voicemails from Merchant on May and 22, and returned Merchant's calls, however, C&H staff's calls were not answered and C&H staff left a voicemail informing Merchant of the resolution Merchant has requested a resolution through which (i) the Consumer is issued a refund; and (ii) for someone from C&H to personally talk to the customer and make amendsThe Consumer's bank has already confirmed that the issue is resolvedSince C&H has no access to the Consumer's bank statement, and has not heard back from the Merchant or Consumer since May, all C&H can rely upon is the information the bank providedIf the Consumer would like to contact me, I would be more than willing to explain to Consumer the occurrence, circumstances, and corrective actions set forth hereinI can be reached at (XXX) XXX-XXXXC&H appreciates the efforts of all parties in resolving this situation and hopes that all parties can continue to work together in the future Initial Consumer Rebuttal / [redacted] (2000, 9, 2015/06/22) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 6, 2015/07/22) */ Contact Name and Title: James A***, CLO Contact Phone: XXX-XXX-XXXX Contact Email: j***@chfs.us C&H Financial Service, Inc.'s Response to Revdex.com Complaint Case #XXXXXXXX For complainant's privacy, the complainant will be referred to herein as "Merchant." Regal Payment Systems is a credit and debit card processorFollowing an acquisition, Regal Payment Systems continues to operate as an internal operating division of C&H Financial Services, Inc("C&H")Regal Payment Systems and C&H are referred to herein collectively as "Respondent." Respondent has taken multiple steps in order to remedy the issue before the Revdex.com The complaint in issue was filed after Merchant began experiencing technical issues with Merchant's HioPOS (point-of-sale) systemThe system was pre-programed and was fully functional and operational when sent to Merchant a number of months ago Merchant's HioPOS system began malfunctioning and Merchant contacted RespondentAfter Merchant informed Respondent of the issues, Respondent contacted the manufacturer/service provider, ICG Software Corp("ICG"), in order to determine the proper corrective actionRespondent learned that (i) the software/operating system on the HioPOS had become corrupted; and (ii) the only way to rectify the situation was to have Merchant send the unit into ICG in order for ICG to reset the system to the factory presets ICG has completed the reset and is currently shipping the unit back to MerchantAs soon as ICG provides Respondent with the tracking information, Respondent will send this information to Merchant If Merchant would like to contact me, I would be more than willing to explain to Merchant the occurrence, circumstances, and corrective actions set forth hereinI can be reached at (XXX) XXX-XXXXRespondent appreciates the efforts of all parties in resolving this situation and hopes that all parties can continue to work together in the future Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/07/30) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Good afternoon, It is my understanding that you spoke with [redacted] in our Client Services division today regarding the above account This business was sent to collections as a direct result of an unpaid cancellation fee However, we are willing to absorb the cost and have removed Ms [redacted] and Discount Masters out of collections We consider that this matter is now resolved and I trust will be also closed on your end
C&H Financial Service, Inc.’s (“C&H”) Response to Revdex.com Complaint ID # [redacted] As directed by the Revdex.com, for the privacy of the Merchant and third parties involved, the complainant will be referred to herein as “Merchant.” C&H takes the Merchant’s false allegation that C&H was in anyway involved with “ [redacted] ” anyone very seriously, and C&H denies any knowledge of or involvement in any wrongful conduct Merchant alleges in its Complaint It is C&H's position that Merchant’s accusations toward C&H are at the very lease entirely unfounded or misplaced, and at the very most defamatory in nature and made with intentional malice In any case, these claims against C&H are false Any publication of the Merchant’s Complaint (whether by Merchant or any third party) will result in immediate legal action on the part of C&H seeking equitable relief and damages The merchant raised two issues (1) alleged service problems; and (2) billing issues We would like to use this opportunity to help the merchant understand the issues raised, so that both parties can work together and prevent future problems It seems possible that Merchant is unaware of the nature of merchant services, and hopes this response will shed further light on the situation A summary of which is provided below Accusations Against C&H The Merchant is almost certainly mistaking C&H with a third party, in which case the Merchant should withdraw its complaint against C&H and instead pursue its grievance with the proper party C&H provides credit and debit card processing services Unfortunately, not all matters are within our control An analogy may be helpful to understand C&H’s position in the merchant services supply chain C&H’s position in financial services is analogous to the position of an automotive manufacturer in an automotive supply chain C&H has resellers (in this analogy, dealerships) across the U.Sthat re-sell C&H’s services When a problem arises between a consumer and a car dealership (through no fault or misconduct on the part of the automotive manufacturer), filing a complaint against the manufacturer for something a given dealership may have done wrong would not be appropriateThe dispute is only between the dealership and the consumerThe same is true in this instance C&H is not a proper party to the Merchant’s Complaint This Merchant obtained an account through a separate business named “ [redacted] .” This third party business is not owned or operated by C&H Financial Services, Inc [redacted] sold the account and provides all customer service The merchant claims to have attempted to contact C&H on multiple occasions In fact, when the Merchant called for customer support, it was calling [redacted] , not C&H While [redacted] contract with C&H to sell C&H’s merchant services, it does so as independent contractor and is the sole party liable for any wrongful conduct [redacted] (or its agents) may unilaterally commit Given the above, it seems likely that the Merchant does not understand that it has been contacting an unrelated third party for service and support, rather than actually contacting C&H Merchant may contact C&H directly for further assistance Change in Billing Rates C&H has not wrongfully billed the Merchant in violation of the contract Based on the information currently available to C&H, the Merchant’s billings are in accordance with the Merchant contract C&H is not the principal party responsible for setting the baseline billing rates, fees, and credit card processing charges used in the industry ***, [redacted] , and the other members of the Card Association each set their own minimum merchant fees based on both (1) the merchant’s industry; and (2) per credit card sub-type used in a given transaction (examples of different card sub-types include an individual card, corporate card, rewards I card, rewards II card, travel rewards card, etc.) While billing rates are partially set in the contract, as specified in the contract and corresponding merchant services guide, these rates are influenced by a number of factors, including the exact card type and sub-type used by a given consumer The discrepancies in rates charged are a reflection of different card types and subtypes used by the Merchant’s customers C&H has no control over the minimum fees the Card Association sets, nor any control over what card types the Merchant’s customers use While the Merchant may be struggling to understand the monthly processing charges, there is no fraudulent or misleading conduct on the part of C&H whatsoever Any claim otherwise is and defamatory in nature Conclusion Given the above, it is apparent that the Merchant’s Complaint to the Revdex.com against C&H is entirely misplaced, and should be resolved between this Merchant and the proper third party Please ensure that no adverse remarks or review about C&H is posted on the Revdex.com in relation to Revdex.com Complaint ID # [redacted]
Complaint: [redacted] I am rejecting this response because:I have called multiple times to both parties and they both say to call the other oneIm not trying to be negative just want to know where to send it and them to stp charging me thank Sincerely, Ramon ***
They have to be one of the worst CC processing companies Very difficult to find merchant fees on website Cant email them They don't return calls Improperly train staffEvery other answer is I don't know Even when calling them, if you are the 1st in phone line nobody answers the phone DO NOT USE THIS COMPANY!!!!!!!!!!!!
Hello MrsTien ***, Our sincerest apologies for your adverse experience with an outside agent associated with C&H Financial Services, Inc We strive for excellence and take complaints very seriously Our policy of 100% full disclosure is supported throughout the application process, which outlines merchant responsibilities including account cancellation Please refer to the following sections of your signed merchant application:Merchant Application, Page 1: Important Merchant ResponsibilitiesMerchant Application, Page (Confirmation Page): Sections and 10Merchant Application and Agreement Booklet: Section 16.1We would be happy to reinstate your account with us, however, we cannot waive the cancellation fees for which you agreed to pay as witnessed by your signature We wish you a successful 4th quarter of Thank you,C&H Financial Services, Inc
Initial Business Response / [redacted] (1000, 7, 2015/06/18) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @chfs.us C&H Financial Service, Inc.'s Response to Revdex.com Complaint Case #XXXXXXXX For the privacy of the Consumer and Merchant, the complainant will be referred to herein as "Merchant" and the merchant's customer will be referred to herein as the "Consumer." While C&H Financial Services, Inc("C&H") empathizes with both Consumer and Merchant's situations, the company takes Merchant's allegation that C&H "seems to have stolen" Consumer's money very seriously (See Merchant's Revdex.com Complaint Case #XXXXXXXX)It is C&H's position that Merchant's accusations toward C&H are at the very lease entirely unfounded or misplaced, and at the very most defamatory in natureIt seems possible that Merchant is unaware of the current status of the matter, and hopes this response will shed further light on the situationA summary of which is provided below (1) On or about May 1, 2015, Consumer attempted to make a debit card purchase at Merchant's store in the amount of $The transaction declined on the terminal level due to an interruption in Merchant's phone line (2) A phone line interruption is an issue either within Merchant's (and/or Merchant's phone/internet service provider's) exclusive control, and is a problem over which C&H has no involvement, nor any ability to anticipate or correct (3) Despite the phone line issue, the sale went through and the amount was debited from Consumer's accountConsumer and Merchant understandably desired to rectify the situation (4) This issue was brought to C&H's attention, and in collaboration with the bank, C&H staff was told that the transaction should be reversed within a few days because the debit was never settled (5) On May 4, Merchant contacted C&H again in order to check on the status of the issueC&H spoke directly with the Consumer at least three times and informed Consumer that C&H was continuing to work to resolve the issue (6) The reversal ticket was resolved on May 8, On May 8, 2015, C&H staff informed Merchant that it would take to business days in order for Consumer to see the transaction removed from her statement (7) Despite C&H's communications with Merchant, Merchant repeatedly called C&H staff multiple times within the subsequent weekMerchant was told that (i) it had not yet been to business days; (ii) Consumer should see the money returned to her account by the end of the following week (May 22, 2015); and (iii) the timing of the issue resolution was within the purview of Consumer's bank and outside the control of C&H (8) On May 19, C&H staff followed up again with the bank and was informed that the transaction was successfully reversed, and no further action was required (9) C&H staff received voicemails from Merchant on May and 22, and returned Merchant's calls, however, C&H staff's calls were not answered and C&H staff left a voicemail informing Merchant of the resolution Merchant has requested a resolution through which (i) the Consumer is issued a refund; and (ii) for someone from C&H to personally talk to the customer and make amendsThe Consumer's bank has already confirmed that the issue is resolvedSince C&H has no access to the Consumer's bank statement, and has not heard back from the Merchant or Consumer since May, all C&H can rely upon is the information the bank providedIf the Consumer would like to contact me, I would be more than willing to explain to Consumer the occurrence, circumstances, and corrective actions set forth hereinI can be reached at (XXX) XXX-XXXXC&H appreciates the efforts of all parties in resolving this situation and hopes that all parties can continue to work together in the future Initial Consumer Rebuttal / [redacted] (2000, 9, 2015/06/22) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 6, 2015/07/22) */ Contact Name and Title: James A***, CLO Contact Phone: XXX-XXX-XXXX Contact Email: j***@chfs.us C&H Financial Service, Inc.'s Response to Revdex.com Complaint Case #XXXXXXXX For complainant's privacy, the complainant will be referred to herein as "Merchant." Regal Payment Systems is a credit and debit card processorFollowing an acquisition, Regal Payment Systems continues to operate as an internal operating division of C&H Financial Services, Inc("C&H")Regal Payment Systems and C&H are referred to herein collectively as "Respondent." Respondent has taken multiple steps in order to remedy the issue before the Revdex.com The complaint in issue was filed after Merchant began experiencing technical issues with Merchant's HioPOS (point-of-sale) systemThe system was pre-programed and was fully functional and operational when sent to Merchant a number of months ago Merchant's HioPOS system began malfunctioning and Merchant contacted RespondentAfter Merchant informed Respondent of the issues, Respondent contacted the manufacturer/service provider, ICG Software Corp("ICG"), in order to determine the proper corrective actionRespondent learned that (i) the software/operating system on the HioPOS had become corrupted; and (ii) the only way to rectify the situation was to have Merchant send the unit into ICG in order for ICG to reset the system to the factory presets ICG has completed the reset and is currently shipping the unit back to MerchantAs soon as ICG provides Respondent with the tracking information, Respondent will send this information to Merchant If Merchant would like to contact me, I would be more than willing to explain to Merchant the occurrence, circumstances, and corrective actions set forth hereinI can be reached at (XXX) XXX-XXXXRespondent appreciates the efforts of all parties in resolving this situation and hopes that all parties can continue to work together in the future Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/07/30) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Good afternoon, It is my understanding that you spoke with [redacted] in our Client Services division today regarding the above account This business was sent to collections as a direct result of an unpaid cancellation fee However, we are willing to absorb the cost and have removed Ms [redacted] and Discount Masters out of collections We consider that this matter is now resolved and I trust will be also closed on your end
C&H Financial Service, Inc.’s (“C&H”) Response to Revdex.com Complaint ID # [redacted] As directed by the Revdex.com, for the privacy of the Merchant and third parties involved, the complainant will be referred to herein as “Merchant.” C&H takes the Merchant’s false allegation that C&H was in anyway involved with “ [redacted] ” anyone very seriously, and C&H denies any knowledge of or involvement in any wrongful conduct Merchant alleges in its Complaint It is C&H's position that Merchant’s accusations toward C&H are at the very lease entirely unfounded or misplaced, and at the very most defamatory in nature and made with intentional malice In any case, these claims against C&H are false Any publication of the Merchant’s Complaint (whether by Merchant or any third party) will result in immediate legal action on the part of C&H seeking equitable relief and damages The merchant raised two issues (1) alleged service problems; and (2) billing issues We would like to use this opportunity to help the merchant understand the issues raised, so that both parties can work together and prevent future problems It seems possible that Merchant is unaware of the nature of merchant services, and hopes this response will shed further light on the situation A summary of which is provided below Accusations Against C&H The Merchant is almost certainly mistaking C&H with a third party, in which case the Merchant should withdraw its complaint against C&H and instead pursue its grievance with the proper party C&H provides credit and debit card processing services Unfortunately, not all matters are within our control An analogy may be helpful to understand C&H’s position in the merchant services supply chain C&H’s position in financial services is analogous to the position of an automotive manufacturer in an automotive supply chain C&H has resellers (in this analogy, dealerships) across the U.Sthat re-sell C&H’s services When a problem arises between a consumer and a car dealership (through no fault or misconduct on the part of the automotive manufacturer), filing a complaint against the manufacturer for something a given dealership may have done wrong would not be appropriateThe dispute is only between the dealership and the consumerThe same is true in this instance C&H is not a proper party to the Merchant’s Complaint This Merchant obtained an account through a separate business named “ [redacted] .” This third party business is not owned or operated by C&H Financial Services, Inc [redacted] sold the account and provides all customer service The merchant claims to have attempted to contact C&H on multiple occasions In fact, when the Merchant called for customer support, it was calling [redacted] , not C&H While [redacted] contract with C&H to sell C&H’s merchant services, it does so as independent contractor and is the sole party liable for any wrongful conduct [redacted] (or its agents) may unilaterally commit Given the above, it seems likely that the Merchant does not understand that it has been contacting an unrelated third party for service and support, rather than actually contacting C&H Merchant may contact C&H directly for further assistance Change in Billing Rates C&H has not wrongfully billed the Merchant in violation of the contract Based on the information currently available to C&H, the Merchant’s billings are in accordance with the Merchant contract C&H is not the principal party responsible for setting the baseline billing rates, fees, and credit card processing charges used in the industry ***, [redacted] , and the other members of the Card Association each set their own minimum merchant fees based on both (1) the merchant’s industry; and (2) per credit card sub-type used in a given transaction (examples of different card sub-types include an individual card, corporate card, rewards I card, rewards II card, travel rewards card, etc.) While billing rates are partially set in the contract, as specified in the contract and corresponding merchant services guide, these rates are influenced by a number of factors, including the exact card type and sub-type used by a given consumer The discrepancies in rates charged are a reflection of different card types and subtypes used by the Merchant’s customers C&H has no control over the minimum fees the Card Association sets, nor any control over what card types the Merchant’s customers use While the Merchant may be struggling to understand the monthly processing charges, there is no fraudulent or misleading conduct on the part of C&H whatsoever Any claim otherwise is and defamatory in nature Conclusion Given the above, it is apparent that the Merchant’s Complaint to the Revdex.com against C&H is entirely misplaced, and should be resolved between this Merchant and the proper third party Please ensure that no adverse remarks or review about C&H is posted on the Revdex.com in relation to Revdex.com Complaint ID # [redacted]
Complaint: [redacted] I am rejecting this response because:I have called multiple times to both parties and they both say to call the other oneIm not trying to be negative just want to know where to send it and them to stp charging me thank Sincerely, Ramon ***
They have to be one of the worst CC processing companies Very difficult to find merchant fees on website Cant email them They don't return calls Improperly train staffEvery other answer is I don't know Even when calling them, if you are the 1st in phone line nobody answers the phone DO NOT USE THIS COMPANY!!!!!!!!!!!!
Hello MrsTien ***, Our sincerest apologies for your adverse experience with an outside agent associated with C&H Financial Services, Inc We strive for excellence and take complaints very seriously Our policy of 100% full disclosure is supported throughout the application process, which outlines merchant responsibilities including account cancellation Please refer to the following sections of your signed merchant application:Merchant Application, Page 1: Important Merchant ResponsibilitiesMerchant Application, Page (Confirmation Page): Sections and 10Merchant Application and Agreement Booklet: Section 16.1We would be happy to reinstate your account with us, however, we cannot waive the cancellation fees for which you agreed to pay as witnessed by your signature We wish you a successful 4th quarter of Thank you,C&H Financial Services, Inc