Capital Processing Network

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,

G[redacted] S[redacted]

Dear [redacted],I'm very sorry to hear of your experience with our sales team; we do our best to respect the DNC registry, however, mistakes do happen from time to time. I've personally ensured that your phone number is removed from our marketing lists, so you will not be receiving any further...

calls.Once again, please accept our sincerest apologies for any inconvenience, and thank you for providing valuable feedback on your experience.Sincerely,[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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,[redacted]

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,

The CPN representative came into my office and showed me that his company could save me money on processing. The prices were in fact less than my merchant service company at that time. The sales person told me that their system could do all that I needed. He lied. I am ONLY able to process credit on ALL chipped cards. If you own your own business you know that debit transactions save you money vs running cards as credit. I have called a number of times to get this problem resolved but their only answer is that the programmers are working on getting their "system" the capability of processing chipped cards as debit. Meanwhile I'm getting charged the credit rate when most people could be putting in their PIN.

Hi [redacted],Let me start by apologizing if you've ever felt that we were not willing toaddress any of your concerns. I've been reviewing your account with mycolleague Robert, who also reached out to you over the phone last week tounderstand what's really going on with your...

account.Your complaint says that we refused to upgrade your terminal even though youare covered under the Equipment For Life program, but we were not able to findany notes indicating this on our end. If you have any additional information orthe name of the person you were speaking with that refused you an upgrade, I'dbe very happy to look into this further as our Equipment For Life program isvery clear – if your equipment becomes end-of-life, we will upgrade you at ourown cost, no questions asked. I do want to confirm to you as per our promisewhen you signed up with us that we will gladly offer you an upgrade to anEMV-compliant terminal before the deadline in October. I believe that Robertalso mentioned this to you during your conversation and you refused the offer,but we’ll be more than happy to get this done if you change your mind.As for the PCI Compliance issue; I would like to reiterate what Robert tried toexplain to you over the phone. PCI Data Security Standards are not somethingimplemented or changed by any processor. It is not CPN who decides whether ascan of your PC is required, or if you can skip the process altogether.  Anyone who accepts any kind of card payment isrequired to maintain compliance certification, and these requirements were putinto place years ago by the PCI Security Standards Council. You can learn moreabout this by visiting their website here:https://www.pcisecuritystandards.org/security_standards/. Having said that, I do absolutely understand your desire to protect thesensitive information on your PC, which is very much in line with the PCISecurity Standards which were created to minimize and prevent fraudulent accessto sensitive cardholder information. Naturally, any Security Assessors must gothrough a very rigorous review and must also maintain a very strict level ofsecurity to ensure they are not the root of any security breaches. All this tosay that the information on your PC is safe during the scan, which is there toverify if there may be any vulnerabilities in your security setup that mightallow someone trying to access that private information to get in. In the caseof most merchants, this is a painless process and once complete, they don'tneed to worry about anything for several months. However, as I mentionedbefore, it is required as long as you are processing card transactions throughyour computer and this cannot be avoided by switching providers. If you'd feelmore comfortable with selecting your own PCI Security Assessor to complete thecompliance process and provide us with a compliance certificate, I can ensurethe non-compliance fee is removed from your account as long as yourcertification is up to date. And I'd be happy to refund you back up to $125(typical pricing in the industry) for the certification through your chosenthird party to help make this process easier for you.As far as your lease is concerned, it was part of an agreement you willinglysigned years ago and we have found no need to take on the responsibility forit. As you can see in the attached contract you signed, there are variousoptions available such as purchasing a new unit, lease, existing equipment (aswe do allow merchants to bring their own equipment to us as long as it can bereprogrammed), and even to rent it on a monthly basis. I cannot say why youchose a lease at that time, but the notes from your meeting with the salesrepresentative do not mention any interest in an equipment purchase. As it’s avery competitive industry, there may be many different offers on the market atany time, however that does not mean that a previously made agreement is nolonger valid.At this point, since your two main concerns are the EMV-compliant terminal andthe PCI Compliance security scan which can both be easily resolved, there is noneed to terminate your agreement. However, if you still decide to move to adifferent processor, we would not be in a position to waive your terminationfees nor take responsibility for your leased equipment. We are more than happyto come to a fair resolution for both sides, and as there is no indication thatwe either refused to assist you, or are not able to assist you, we would not bein a position to take the financial loss based on a decision you made withoutconsulting us first. I'd be happy to discuss this with you over the phonefurther if you like, please let me know when it's a good time for you and I'llgladly give you a call.Thank you so much for your time and patience, I sincerely hope that you willgive us the chance to help you with these issues and look forward to anamicable resolution. Sincerely, Tabinda TariqManager, Customer Loyalty

Hi [redacted],
 
I'm very sorry for any inconvenience you were caused by our sales team. Unfortunately, some of our sales agents can be a little ambitious at times and I want to assure you they mean well. I have requested that your business be removed from any lists and that you...

are not contacted again in future. It can take a few days for the update to take place, so thank you in advance for your patience if you receive another call in the meantime - I've let our sales management team know as well just in case they can keep an eye out.Once again, please accept our sincere apologies for any inconvenience we unintentionally caused, and thank you for contacting us.
 
Sincerely,
 
Tabinda
Manager, Customer Loyalty

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,

Dear Giovanni Suarez, 
 
Thank you for bringing this to our attention, we apologize for any inconvenience this may have caused. Please be assured we have requested your business information be removed on our end to stop any contact going...

forward. 
Sincerely,
Amanda B.

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,

They called me one afternoon out of the blue. I thought they were like all credit card processors, wanting money. Actually they didn't want one penny from me, I am glad I stayed on the phone and didn't hang like most times I do. This time was different, they offered a program to switch processing to them and they'd save me 1/2% off of what I am currently processing at right now. I am in a contract but once I am out of this lease, I am calling my executive and getting started with my free equipment and no contracts. Totally legit business when they don't want any money and might save your business thousands!

Jill, a telephone solicitor, was super pushy about her service, and even called back to explain what was going on. She assured me that it was not about selling a service - she was doing me a favor in accordance with banking laws. I did not appreciate her tone or her relentless hard-sell tactic. I am not impressed.

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], 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

On January 26, 2012 our customer service manager contacted Ms. [redacted] to discuss a potential pricing adjustment to her merchant account, but had to leave a message on her voicemail at approximately 9:17AM.  Ms. [redacted] called her back at approximately 10:31AM to advise that she received quotes with lower rates.  Our customer service manager encouraged Ms. [redacted] to send the quotes to her for review and that she would find the best one and see about matching or even beating that offer.  Ms. [redacted] said she would be sending in the quotes, but at that point just did not want her current contract with us to auto-renew.  The only difference between an account renewing and not renewing is the applicability of the early termination fee, and that was waived for Ms. [redacted].  We did exactly what was requested of us at the time.  

Ms. [redacted] also had the opportunity and responsibility to review her monthly charges along the way and follow up with us on the matter, and she did not.    

We believe this matter should be closed as resolved.

Dear Ms. [redacted],Please accept our apologies for any inconvenience you may have incurred at the hands of our sales team. Our intention is never to treat you with anything but the utmost respect, however as with any organization driven by its sales, our representatives can sometimes be too...

enthusiastic.I have confirmed that your business has been removed from our list and no further calls should be made to you. Once again, we apologize for any convenience and please rest assured that we have taken steps to address your concerns.Sincerely,[redacted]Manager, Customer Loyalty

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

 

The contract referenced in Capital Processing Network's response was cancelled and no longer valid as of February 25, 2012. As stated in the initial complaint, it was cancelled per the Terms and Conditions of that contract and the 90 day "error" clause does not apply. This matter is not contractual since there is no current contract between [redacted]. and Capital Processing Network.

On March 19th, after being told by the customer service representative that they could not refund the unauthorized charges, I asked that a supervisor call me. [redacted], the customer service manager, called and said she had received my cancellation in January 2012 but there must have been some misunderstanding and she would check with the corporate office about a refund and call me back.  [redacted] called back on the 21st and said she could only refund the past three months of funds taken from our bank account and then another three months. I told her that this was not acceptable and to have her supervisor call me. As of today, this supervisor has still not called.

After receiving this response from Capital Processing Network, it is now clear to me that this wasn't simply a mistake and they are not willing to resolve this in a fair manner. An ethical business would have made an attempt to correct its error. I believe there is no reason that Capital Processing Network should profit from taking unauthorized funds from former customer's bank accounts.

Regards,

Thank you for your inquiry regarding [redacted]. Further to an email sent to Ms. [redacted] on March 24, 2014 by our Corporate Sales Manager, we wish to apologize for any inconvenience our contact with the business may have caused.  All numbers provided to us have been removed from...

our calling list. We believe this matter has been completely and adequately addressed.

Review: Late in 2013 I started receiving sales phone calls from CPN regarding credit card processing services. I told them I was not interested in changing processors. The sales reps would always say they were calling because I had earned a much better rate because I have very few credit card reversals and that they were calling to reward me for this great achievement. One sale rep even laughed and told me I didn't understand what they were offering me. I continued to get these phone calls and finally I decided to let them have their day. I made an appointment with [redacted], who came in and ran a report based on their service against what I was currently paying with 5/3 bank. At the time it looked like a good deal and I was nearing the end of my contract with 5/3 bank. I had a lease on a pin pad with 5/3 bank. [redacted] said that wouldn't work for the fabulous new machine that CPN would be sending me so they would be sending one to match the credit card machine. At the time I expressed to [redacted] that most of my clients didn't use the debit function and preferred to run the card with a signature line. But he insisted it was the best way to get the good rates. I then told him there was no way to make my clients provide their debit pins. Nowhere during the conversation was a $1400 lease mentioned for a pin pad. It wasn't until I noticed a First Data lease payment for $30 on my credit report and did some investigating to find out I had entered into another LEASE for a worthless pin pad for CPN's equipment. Now I'm stuck for 5 years paying for something I don't need or want. I have stopped processing credit cards with CPN and went with Integrity Systems. Integrity ran a report using the statements from CPN and found it was not at all the GREAT DEAL [redacted] was telling me I was getting.Desired Settlement: I would like out of this agreement with CPN without being penalized for early termination and my pin pad lease cancelled. They were deceptive from the first phone call throughout the entire process.

Business

Response:

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

Consumer

Response:

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,

Review: I was promise service from the company they knowingly did not offer me. I try to cancel several times without there penalty fees and they want let me leave. I have never used this merchant and never will. They card my card monthly for services I do not use and they strong armed my personal credit to affected me if I leave there company. They lease us a company credit card terminal. I don't need it and never will I told them this doesn't serve are needs. I want this removed from my personal credit and they need to closed the account immediately. My account number is [redacted].Desired Settlement: Closed the account, give us back are money and come and pick up these devices that was never used.

Business

Response:

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: ###-###-####

Review: Highly aggressive sales person who called us a couple of times within 5 minutes. Incredibly disrespectful of a simple request to not bother us. Request to be put on a DO NOT CALL list and was not acknowledged or honored. Person asked for sensitive business information.Desired Settlement: A written, mailed, and post-marked letter acknowledging that we will not be contacted in the future by this business or any of its contractors, associates, employees. Letter will be dated and shall refer to this incident as described to the [redacted]. Failure to receive this letter, within 14 days of December 5th, 2014 will result in the filing of complaints with the Idaho [redacted] and [redacted], [redacted] for violation of Telemarketing Sales Rules.

Business

Response:

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].[redacted].Thank you for your feedback, I hope that this resolution meets with your expectations.Sincerely,[redacted]Supervisor, Customer Loyalty