Capital Processing Network

Capital Processing Network has called our office 4 times in the last 3 days. They SAY "This is not a sales call". They are very vague about what they do. They have said, "We noticed that you have received alerts on you merchant account and your wellness account. We just want to let you know how much we can help you manage your account and save on costs." They also told us, "You have been getting alerts that your account has been compromised."

We have no idea what they are talking about. They are extremely pushy. We have asked them to take our name off their list but it does no good. When we told today's caller that we weren't interested and hung up, we immediately got a call from his supervisor who said he wanted to clarify this is not a sales call.

I am asking that the Boise Revdex.com check on line regarding the complaints filed and do further research before giving this company an "A" rating.

Hi [redacted],I tried to reach you over the phone a number of times this week but was told you've been out due to illness. I hope you feel better soon! In the meantime, I wanted to provide you a response and my contact information to reassure you that we have received your feedback and looked...

into the issues you brought up.I reviewed the calls and notes on your account, and had we been able to discuss anything when you called in to cancel, we would have gladly worked with you at that point. It seems that you were quite upset and frustrated that day so we did not get the opportunity and are now addressing this through the help of the Revdex.com. I'm sorry things got to this point. As a gesture of goodwill, we have waived the early termination fee of $495 on your account in an effort to help resolve this case.Having said that, I also researched the issue concerning your pin-pad lease and see that you raised this concern about a year ago but after speaking with the Sales agent, it never came up again. At this point, we have not been able to obtain a confirmation from him that the pin pad was. Based on the signed documents attached, it seems very clear that we were informed you would continue to use your existing terminal but needed a new pin-pad, which is a common occurrence as pin-pads can sometimes be programmed to only work with a certain processor's equipment. Given the signed agreement and your continued use of the equipment since November 2013, we would not be in a position to buy back your lease on the pin pad, however, I am willing to offer you a credit of $300 as a courtesy in addition to waiving your early termination fee of $495, for any inconvenience you may have experienced while subscribing to our services.I will reach out again Monday via phone to discuss this, or if you would like to try and reach me please do not hesitate to email or call.I can be reached by email at [redacted].[redacted], or by phone at ###-###-####. Once again, please accept our apologies for any inconvenience, and thank you for your patience and understanding in resolving this issues amicably.Sincerely,[redacted]Supervisor, Customer Loyalty

I can not believe this company is Revdex.com accredited. I have received numerous calls from a person named "[redacted]". I have explained that we do not accept solicitation calls or telemarketing calls. She was rude and said she HAD to speak directly to the owner. Although I am not the owner, I manage this facility and make decisions re: vendors, etc. Needless to say, I would NEVER consider doing business with this company. Terrible business practice. - google the telephone number ###-###-#### and see for yourself how many complaints are listed.

I am the Office Manager with [redacted]. in Mauldin, SC. Over the last several weeks, I have received calls from a "[redacted]" (heavy Indian accent) with Capital Processing Network. As is often the case with businesess, particularly small ones, I receive calls at least weekly from companies attempting to offer their services and this certainly seemed no different. As I found in other complaints on Revdex.com for this company, this rep claimed he was not trying to sell anything but make sure I was getting the lowest possible rate. We are primarily a new construction company and do not process many credit cards and those that we do process we do through the company's bank account. When I let [redacted] know we use our bank for this, he seemed to claim that he was affiliated with the bank. When I questioned this, his response was: "Yeah, [redacted]". NOT our bank.

I have dismissed this man multiple times and asked him not to call to no avail. On one occasion he did speak with my boss, the VP of the company, who got the same run-around with claims that nothing was being sold, etc. When he realized the truth, he hung up on [redacted] then called right back, claiming that the two of them "got off on the wrong foot". My boss came in to my office and told me to hang up on the guy, which I did. Yet in subsequent calls he has claimed that he spoke with my boss and that he's interested in scheduling a rep to visit the office.

I also find it interesting that, considering the same guy always calls with a local number showing on the caller ID, he asked that I call him on his "direct" line which I found out is Phoenix, AZ. We are based in SC.

I feel that this [redacted] character is misrepresenting the work his company does, who he's affiliated with, not to mention where he is based in an attempt to appear like a local business. I have already asked him not to call multiple times, but he seems to dismiss me considering I am not the president or VP of the company and continues to call.

I request that my company's number be removed from their calling list and to no longer be contacted in any fashion.

Cold-called our small business. Initially I scheduled an appointment to meet with the rep but then checked them out on Revdex.com website and decided to cancel the meeting. Told them we were not interested. They continued to call repeatedly over a couple weeks despite being told by me (the business manager) and other staff that we were not interested. This morning the business owner told "[redacted]" we are absolutely not interested. "[redacted]" called back to speak with me. When our receptionist told them this morning to put us on their do not call list [redacted] was beyond rude and stated that we would be left on their "high risk" list. He then slammed the phone down. Wouldn't do business with these people if they paid me!

Hello, thank you for your inquiry.  We will do some research on your account and then refund you the $66.10 or so.  We wish you would have just contacted CPN for the refund rather than filing a normal complaint for such a small matter.  If you have any other questions on your account,...

please defer them to [redacted] at CPN and she will make sure you get problems resolved.

Dear Ms. [redacted], I'm very sorry to receive your complaint and to hear that you're having issues with your processing fees and rates, especially since it seems no one has called us about this situation previously. Normally, if a merchant raises any concerns about their pricing, our Client...

Care and Loyalty teams are well-equipped to assist and ensure that pricing is in line with what was promised. From time to time, like in any business, misunderstanding or unintentional errors can occur; we would greatly appreciate the opportunity to resolve this issue for you.Having said that, I unfortunately did not see your name listed on the account in an ownership capacity nor as an authorized person. We would be happy to reach out today to the account owner to assist with these concerns, or to work with you once we have obtained the authorization needed for security reasons.If you'd prefer to reach out to us to work on this, please do not hesitate to contact us by calling ###-###-####; we are available 9am - 6pm EST, Monday to Friday. Please remember that the account owner must be available for verification and authorization in this case.Thank you for your patience and understanding while we attempt to address your concerns; please rest assured we will do our best to ensure you are happy with the outcome.Sincerely,[redacted]Manager, Loyalty

Dear [redacted],I'm very sorry to receive your complaint; we certainly don't want to inconvenience you in any way. I reviewed the information you provided and have spoken with our sales team, and it appears that the number was not removed from the list after the first call. For this, I...

apologize sincerely, and please rest assured that we have removed your information from our database at this time so you will not be contacted in future.This seems to be a matter of oversight but I want to assure you that we do take these cases very seriously. We'll conduct a thorough investigation to find out why the number was not originally removed to see if we need to update any processes or systems on our end.Your feedback is very valuable to us, thank you for taking the time to contact us. Please rest assured that there is no need for any additional complaints as the matter has been addressed already.Please do not hesitate to contact me directly if you wish to provide any additional information. I can be reached via email at [redacted]. Once again, please accept our apologies for any inconvenience we inadvertently caused you or your business.Sincerely,[redacted]

Thank you for your inquiry regarding [redacted], doing business as [redacted]. 

Ms. [redacted] contacted our office on March 19, 2014 to advise that she was still being billed when she believed her two merchant accounts should have been canceled more...

than two years ago.  Ms. [redacted] requested a refund in the amount of $3,682.42, which includes a monthly billing of a $12.00 online reporting/paper statement fee per merchant account, a $25.00 minimum processing fee per merchant account, a $30.00 [redacted] non-compliance fee per merchant account and a  $4.50 regulatory compliance fee per merchant account, for over two years.

Per the Terms and Conditions (see exhibit “A”) that Ms. [redacted] acknowledged receipt of by signing the Merchant Application (see exhibit “B”) on February 25, 2008, it is the merchant’s sole responsibility to report any error or discrepancies detected, in writing, within ninety (90) days following the end of the monthly

reporting period.  After such period merchant will be deemed to have accepted the monthly reports as delivered.   

When Ms. [redacted] was told by a customer service representative that she wasn’t sure a refund would be possible, she requested to speak to the representative’s supervisor by the next day.  That same day at approximately 3:20PM local time, our customer service manager called Ms. [redacted] to discuss the accounts.  Ms. [redacted] was then told by our customer service manager that she would review the accounts and call her back by Friday, March 21, 2014. On March 21, 2014 our customer service manager called Ms. [redacted] but she was not available, so a message was left requesting a return call.  Ms. [redacted] called our customer service manager back on March 24, 2014 and was advised that [redacted] and CPN will offer a total refund of $858.00, representing six (6) months of fees per merchant account, which is twice the amount we are obligated to provide per the terms and conditions.  Ms. [redacted] did not feel that was sufficient and advised she would continue to pursue the matter. 

We believe we have completely and adequately addressed this matter and due to its contractual nature are requesting that it be dismissed as beyond purview.

Hi [redacted],As discussed on our phone call earlier this week, I just wanted to confirm that the refund for the $92.50 has been requested. You should see the funds back in your account within 10-15 days.Once again, I want to apologize for this inconvenience, I do understand your...

frustration. I've been reading through the notes and conversations on your account to learn that this was caused by a possible issue with your terminal but it remains unclear why. I will continue researching on my end to ensure that other merchants don't end up in the same situation, but I wanted to assure you that the refund is on its way.Thank you for contacting us about this issue, I hope you find this resolution meets with your expectations.Sincerely,[redacted]

Dear [redacted],I'm very sorry to hear of the poor experience you had with our sales team. I assure you that we take these matters very seriously and will be conducting an internal investigation to ensure this kind of thing does not happen again.I've also contacted our sales management...

to ensure that your business is removed from any marketing lists, so please rest assured that you will not be hearing from us in future.Once again, please accept our sincerest apologies for the poor treatment you received, and thank you for making us aware of this situation so that we can take the necessary steps to correct it going forward.Sincerely,[redacted]

Dear Mr. [redacted],I'm very sorry to hear that you had such a negative experience with our sales department. I have ensured that your contact information is removed from our database so you should not receive anymore calls. I apologize that you were called repeatedly, a request was put in place...

already but can sometimes take a few days to be completed.Please accept our sincerest apologies for any inconvenience this may have caused you and your business, it's certainly not our intention to inconvenience you in any way. I know that some of our agents can be tenacious but, as you can understand, they are just doing their job. We'll make sure to remind the whole team to more considerate and respectful in future, and once again, I apologize for the poor impression we gave you.Thank you for bringing this to our attention.Sincerely,[redacted]Manager of Customer LoyaltyWeb:   www.cpnusa.com
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Dear Ms. [redacted],I wanted to reach out to you to confirm that we have received your complaint and are investigating the matter internally. Although our investigation is ongoing, we have learned the following up to date:You contacted us on August 21st regarding funds which had not been...

deposited to your account; unfortunately, the account number provided was associated with your POS account, not your Ecommerce account where the issue occurred. Due to the confusion on the accounts, your call was transferred multiple times until it was finally discovered that a different account needed to be reviewed. We did notice that your call was placed on hold multiple times due to the confusion on the accounts and for this, please accept our sincerest apologies. The agents with whom you spoke are being coached and additional training will be provided as needed. You mentioned that you were not provided with the Merchant ID for your ecommerce account which led to this confusion, however I would just like to reiterate that this information was provided when you called in to activate the ecommerce account on April 8th of this year. If you would like us to provide you with this information again, please let us know and we’d be happy to do so.As far as the funding hold is concerned; I would like to reiterate (as you’ve previously been informed by both our customer service team and a supervisor) that the funding hold was placed on your account when we unsuccessfully attempted to debit your account for the amount of a chargeback on August 4th. Like any payment processor, we are required to adhere to the regulations imposed by the card associations when it comes to preventing and managing fraud, and are therefore within our rights to debit the amount of a chargeback should one occur on your account. As this process is managed at a level above CPN, we would not be able to settle the held funds to your account until the amount of the chargeback has been paid. We can certainly assist you in contacting the correct department should you wish. Also, we’d be happy to look into crediting you the NSF charge as a courtesy, however as the hold resulted due to insufficient funds in your account to cover the chargeback, we will not be able to provide you with a letter taking responsibility for the funds not being deposited. Any business accepting card payments has a responsibility to ensure that there are sufficient funds in their bank account to cover processing and service fees as well as any chargebacks which may occur. As you will recall, a previous hold occurred due to a reject for the monthly fees and was removed once the balance had been paid. The supervisor with whom you spoke attempted to explain this to you multiple times and unfortunately had to resort to terminating the call due to your refusal to accept this information, or to address the chargeback amount which rejected on your end in order to resolve this issue.Since you requested to speak with a manager, we have been attempting to reach out to you and have left a message with our contact details without any response. In order to resolve this matter, the amount of the chargeback which must be paid on your end does need to be addressed. If you are able to provide us documentation showing the NSF charge on your bank account, we can begin the process of crediting that to you. In an effort to resolve this issue, I invite you to contact us at the number provided in the voice messages we have left at your business. My colleague [redacted] can be reached at ###-###-#### and would be more than happy to assist you further in addressing your concerns.Sincerely,[redacted]Manager, Customer Loyalty

Good morning [redacted],As discussed, please find attached the form for cancelling the account. Please complete and return it either by replying to this email or by fax at ###-###-#### at your earliest convenience and I will ensure the account is closed. To confirm, we have...

requested a termination of the lease, with refunds back to day 1. This process can take up to 3-4 weeks to complete, however you will be refunded all the payments you have made, for a total of $2866.24. Additionally, I’m requesting all the monthly service charges to be refunded as well, for a total of $1391.26. This should be processed on our end within 10-15 business days. I do see that the hardware was returned to us some time ago but please take note of our address just in case: [redacted]Once again, please accept our sincerest apologies for the poor experience you had with our company, and rest assured we’re taking every step to resolve this as quickly as possible.Thank you, [redacted]Supervisor, Customer Loyalty Tel: ###-###-#### Fax: ###-###-####

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Good afternoon [redacted],   We are very sorry to hear you had a negative experience with our company and we appreciate the feedback you have provided. Though we can appreciate your decision to have the account closed, I would like to re-iterate that should you change your mind, we...

are more than open to reviewing your billing to get you as close as possible to what you were expecting.   In order to resolve this amicably, we will be refunding you the fees that were billed to your account for a total of 32.29$. this amount will be deposited back into your bank account.   Please do not hesitate to contact us should you have any further questions at [redacted]
 
Sincerely, Amanda B.

Dear Mr. [redacted]As discussed and agreed on the...

phone November 24th, we have processed a refund of $367.94, taking into consideration that the closure of your account was not handled in a timely manner.Please accept our apologies for any inconvenience you experienced due to this issue; we hope you find this resolution satisfactory. Should you required any further assistance, please do not hesitate to contact our Client Care team.Sincerely, 
Tabinda T.
Manager, Customer Loyalty

Dear [redacted],Please accept our sincerest apologies for any inconvenience that our sales department may have caused you. Our intention is never to be a nuisance, and we are certainly able to ensure that your business is not contacted again. We will ensure that the sales representative is...

coached on this process, and rest assured that we have removed your business from our database so no further calls are made to you.Sincerely,[redacted]

Dear Mr.[redacted],I'm very sorry to hear of the negative experience you had with one of our sales teams. We pride ourselves on our professional and ethical sales techniques, so your complaint did come as a surprise. However, as we take these matters very seriously, we have been looking into...

your concerns and have taken measures to ensure that your business is not contacted in future. As requested, we have sent you a letter confirming that we will not be contacting you again. A copy of the letter is attached to this response, and it will also be emailed to you at the address provided.Please do not hesitate to contact me directly should you require any further assistance. I can be reached via email at[redacted].Thank you for your feedback, I hope that this resolution meets with your expectations.Sincerely,[redacted]Supervisor, Customer Loyalty

We apologize for any inconvenience we may have caused and have removed your contact information from our calling database.