Capital Processing Network

Review: Has called twice today from ###-###-#### at 10:09 am and 11:13 am. Told them the first time that they called that I was not interested, remove my number from your list or I would be filing complaints.Desired Settlement: Remove ###-###-#### and ###-###-#### from your list and DO NOT CONTACT ME AGAIN! Will also file another complaint with the FTC.

Business

Response:

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].[redacted]. Once again, please accept our apologies for any inconvenience we inadvertently caused you or your business.Sincerely,[redacted]

Review: This company with draws money from my merchant account, for no reason. I have to call, wait for an investigation for them to try & find out why they took money out of my account, they usually say it is a debit recon, which it is just some excuse they try to use, then I want 3 or 4 months & they finally refund my account. This happened on 10/9/2012 $94.50 they sent me a check 1/18/2013.10/10/2013 $484.38 they deposited back on 1/21/1412/18/13 $96.00 deposited back on 1/22/144/15/2014 $40.00 7/17/14 $240.00 deposited back $280.00 8/28/1411/6/14 I cancelled service with them & closed my merchant checking account. I then received by October statement & found they had again taken $92.50I called 11/12/14 & didn't hear back while they were investigating, til I called back 1/5/15Cory the supervisor, said he had not called me back because he really didn't know what to tell me. He had not received a satisfactory answer of why this had been deducted out of my account Besides debit recon, he then called me back 1/20/15 & said it was my equipment I was using, that was out of date & needed updating because it failed to reach satellite to process, & that they were not refunding me this time.There was never a reason, my equipment was purchased thru them, updated by satellite when needed they were mandated to report year end sales, keeping sales tax charges separate, so they updated the terminal by satellite.As you can see this is a continuous problem, no telling how many other merchants they do this to, that don't look at their statement, that they get away with.Desired Settlement: $92.50 deducted out of my account 10/16/2014 batch # [redacted]

Business

Response:

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]

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 signed up for credit card processing with this company in October of 2013. After receiving and reviewing my first statement from them, none of what their sales representatives had told me was accurate. Their fees totaled more than the amount of credit card sales processed. I called them immediately and told them their sales reps had misrepresented the information told to me. They adjusted my statement, only to have the same thing happen again in November with additional fees not discussed by their sales reps. I called them again to say I was extremely dissatisfied and said I no longer wish to use their service and would like to cancel immediately. I received a cancellation form via fax on 12-5-2013. I signed the form, faxed and emailed it back to [redacted] the same day. I received a phone call from Ms. [redacted] on 12/17/2013 saying she had not received the signed form. I again emailed and faxed the form to her the same day. I had since returned to my previous credit card processing service and received a charge for $66.10 from CPN on my January 2014 statement. I called CPN, asked to have the charge credited since I had cancelled their service on 12/5/2013, but they refused to credit the $66.10. Their customer service skills are beyond horrible. I called them again today 2/19/2014, and asked to speak with a supervisor but was told they were all in meetings and would return my call. I was told this when I called about the same charge in early February and my call was never returned.Desired Settlement: I would like the amount of $66.10 to be refunded to me.

Business

Response:

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.

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: CPN has been contacting our office. with harsh sales tactics for credit card processing. We have asked several times to stop calling us (telemarketing).Desired Settlement: Take our phone numbers off your call list. Do not contact us anymore.

Business

Response:

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 repeatedly asked CPN to take me off their calling list and when I do this, they just hang up on me like my request means nothing to them? Still, I block their number on my phone, but they call back from a different number wanting to sell me their services again. From what I have read on here, CPN acts more like a trojan virus than a legitimate business. By hounding businesses and trying to push their way into clients using their business, they are actually driving away business. I have never used their services, but because of their telemarketing dept, I NEVER WILL USE THEIR SERVICES!

Cold called me on phone. Sounded like a sales call so I said "no thank you"-they quickly said no, no-they are not trying to solicit my business. They are only trying to help me, etc, etc. Turns out they REALLY were trying to get me to sign up for someone to come by my business and get me to sign up with them after they went over my records. I hung up. Someone from their office called right back. I hung up again.

Quit being dishonest on the phone call solicitations. TERRIBLE business practice.

Review: I receive up to 15 calls per day to our business for these scammers stating they are our current credit card processor LIE,

I have told them atleast 10 times a day to take us off the calling list...our numbers are all on the do not call registry...yet they continuously interrupt my paying customer calls for their RUDE sales people....I WANT THE CALLS STOPPED!Desired Settlement: CALLS TO STOP, AT THIS POINT IT IS HARASSMENT

Business

Response:

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.

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,

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.

Review: After spending 5 hours (no exaggeration) on the phone with CPN my issue with them has still not been resolved. The company "lost" my money and couldn't find it in their system. Luckily I had proof that it had gone to them or they probably would have hung up on me sooner. They did end up hanging up on me after a supposed supervisor got snippy and I asked to speak to her manager. I had one associate put me on hold for 45 minutes until the end of his shift and another put me and a member from the other company (who had proof that the money was in their system) on hold for 40 minutes while she looked up my account details only to come back and still have no new information. They deliberately stall and put you on hold without actually assisting you. Requests to speak to management are denied and when you insist to speak to management they put you on hold and ignore you, come back and reiterate that there is no manager and repeat the process. A company that loses it's customer's deposits and refuses to allow you to speak to management for 5 hours shouldn't be allowed to be in business. Even the third party company that was on hold with me earlier stated that I should find a more professional company to deal with. So, after 5 hours of my life wasted I still don't have money in my account, a letter for my bank explaining why there's no money or any hope that they will resolve this issue. I will be taking that advice and switching card processors. This unprofessional behavior is inexcusable.Desired Settlement: I want a letter faxed to my bank like they promised explaining that the funds I was expecting should have been there as no one had notified me that they would be freezing my account (something it took 4 1/2 hours before anyone at that company could even figure out had happened!) To freeze my account without notifying me and then waste 5 hours of my time because they're employees have no knowledge or access to knowledge about customer accounts and no supervisors are EVER available is not acceptable. To be yelled at, hung up on and have my time wasted is not professional. I want that letter sent to my bank and policies should be changed. It shouldn't be legal to without customer funds without notifying them.

Business

Response:

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

We get calls everyday. Sometimes even twice a day. After the owner of our company has told them we're not interested they continue to keep calling. We've asked them to be removed from their list but it never seems to happen. It is turning into an everyday problem.

I would like to say thank you once again for helping me in a difficult situation.

Never having met you you made me feel like a close friend. This is rare in today's business world.

If people who use your companies services run into problems and, they call and get you they will be very fortunate.

As "[redacted]" once sung in her song .......... SIMPLY THE BEST !

Thank you again for all the help and especially for caring.

Review: I am trying to cancel my account and they have not sent me the forms to do so. In addition we were charged $145 for a service we will never use, yet they refuse to refund it.Desired Settlement: Please refund $145 and close my account.

Review: The company charges a compliance fee for their equipment that is not hooked to my computer every month if I do not allow their "compliance department" internet access to my computer. I store my business and personal financial information on my computer and I do not allow anyone access to that information. This was not disclosed to me when I signed the contract. I was also guaranteed that my equipment would always be compliant with the "equipment for life" feature that was a selling point for us from their sales person. Any time that the equipment was outdated or non compliant it would be updated. Our equipment is over priced at 37.10 a month for 48 months and is not compliant already since it will not read the smart chip cards and we have to buy new equipment and this is not even paid for yet.Desired Settlement: I want out of the contract. No fees for early termination. No fees for the terminal that I have already paid 37.10 a month for since 11-4-11

Business

Response:

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

CPN has been a wonderful company to do business with.

My business has saved a TON of money and we enjoy having next day funding. Their customer service is impeccable. .I would recommend CPN to any merchants that are wanting lower rates, next day funding, and quality service.

The amount of money we saved is worth the switch to CPN alone!

Review: I have been receiving solicitation phone calls from this company for the last couple of days to my business phone informing me that my business qualifies for "low risk review." I asked to be removed from the call list at what they replied they don't have one. I informed them that my number is listed with the national Do Not Call Registry and that I will be reporting the number as this is an unsolicited call and I'm not interested in their services. Caller switched me to a "Supervisor" after politely being informed of this, and this new person kept drilling me with information I'm not interested to hear, I repeat a couple more times I don't have time or interest in all this and to please not call again. Today I got a new call from this company that someone else answered, I informed to this person what happened yesterday and that we are not interested, She informed her that she was a Supervisor with CPN and that she will call back again in an hour and that her name was Daniella ([redacted]. This is harassment and I will treat it as such and will inform authorities if necessary.Desired Settlement: No further contact by this company or any of their affiliates

Business

Response:

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.

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,

G[redacted] S[redacted]

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!

Review: High pressure sales tactics, program and contract offer only available at time of meeting. Arrogant sales agent, was put out that I researched his Revdex.com status during the meeting on his statement that they were A+ rated, I came back with printed status of A- and he revised his statement, cross talks the contract figures, excessive lease rate on card reader. Turn these guys away when they contact you.

Business

Response:

Dear Revdex.com and [redacted]

As you know we take any Revdex.com complaint very serious if a complaint is received on one of our employees. It is hard to resolve a complaint when [redacted]l is not a customer of ours. If [redacted] was, I think they would be extremely satisfied with our services.

We escalated the situation to our VP of sales. Our VP of Sales ca[redacted]d [redacted] twice with no returned phone ca[redacted] from [redacted]

We then sent the sales person back to [redacted] to work through and resolve the circumstances mentioned in [redacted]s web submission to Revdex.com. [redacted]refused to attempt in any conversation to explain our employee's side of the story.

I have much more information on the situation but it would be a long message and that's why we are trying to speak with [redacted] but again he refuses. We wish [redacted] the very best in his business and are always available to speak with him whether he uses our service or not.

Please dismiss as beyond purview.

This company makes unsolicited robo calls to your business. If you politely decline to talk with them and disconnect, they immediately call back and continue. They are unprofessional, impolite and inconsiderate.

Review: In mid-November we had fraudulent activity on our company bank account, which led us to freeze the account and open a new one. We had contacted CPN to inform them what had happened and had sent them the information for the new account. In the process of switching between the two accounts, CPN's automatic deduction of their monthly fees had been submitted in the beginning of December to the old account, which was subsequently declined and prompted CPN to put a hold on our deposits. We have been in contact with CPN several times in the past few weeks to get this situation handled and our funds deposited into our account. We were told once the account change had taken effect, they would release the funds. We received an email on Friday, December 11, 2015 at 9:52am stating that the bank changes were complete and we should start receiving our deposits. As of today, we still have not received our money. We called on Tuesday, December 15, and was told to call the Security department to release the funds. We called the Security department and was told they are not showing any funds to release and that we needed to call the Collections department. We then called the Collections department and was told they were showing the account was still on hold and that we needed to contact CPN again to release the hold before they would release our funds. We have not received a deposit since December 3, 2015, and they currently owe us over $53,000. We cannot expect to continue to run our business if we are paying money out, but no money is coming in.Desired Settlement: Our funds deposited into our account immediately

The CPN, LLC has been very persistent in talking to me (owner of a small business) about reviewing our Credit Card processing numbers. After at least 4 to 5 times successful screening by my staff, today, I happened to pick up the phone call without knowing the source of the call.

Mr. [redacted] was persistent and clever about assuring me first that this was not a solicitation. So, I listened. Then he started asking me for my general ball-park amount that I process with CC's in my business. I told him that I am not going to give him that private information. He then proceed to tell me that it is for my good to have an analysis done so that they can evaluate if I qualified for their exclusive low-cost club of privileged few to save on our monthly processing fee. Again, I said I am not interested and that I considered his call a solicitation in nature. But he replied with a strong voice that this is not a solicitation.

I told me a couple more times that I was not interested in whatever he is pitching to me. He then said that I was not listening to him. That's when I raised my voice back at him and told him that he was the one not listening that I was not interested in anything he was saying. I bid him good-bye and hung up after more than 10 minutes total phone conversation.

Within one minute, our phone rang again and I noticed it was the same number ([redacted]), so I picked it up. Long and behold it is [redacted] again. He immediately told me that I was not listening to him and asked me why I was going to miss this great offer opportunity. After a couple minutes of argument (I was at the top of my lung at this time and appalled of his audacity to call me back and tell me that I was not listening to his advise to save me money). It was then I asked for his full name and that I wanted to speak to his supervisor. He passed the phone to Ms. [redacted] (sorry did not get her lastname) and I ask her first if this was a solicitation or not. She said it was. Then I asked her why wouldn't this fellow listen to me that I was not interested. She replied that he was new and zealous. I told her that it was not only that but also the way he was taught to persuade people for business. I got her direct line number ([redacted]) and told her that what happened with me is inexcusable, unprofessional, if not illegal. I would file an official complaint about her company and the solicitation approach used. She asked me not to do that and she promised that they will remove my phone number from their list. I told her to do whatever she needs to do and I will do what I need to do.

The whole event took place on July 9th, around 3:30pm central time. My business location is in [redacted], Texas.