Capital Processing Network

Dear ***,I'm very sorry to receive your complaint; we certainly don't want to inconvenience you in any wayI 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 callFor 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 seriouslyWe'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 usPlease 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 informationI can be reached via email at ***@***-***.***Once again, please accept our apologies for any inconvenience we inadvertently caused you or your business.Sincerely,***

Revdex.com:
they have contacted me on the phone, and after a long talk, they agreed to cancel my contract with no more fees or lease to me, I will close the complaint pending making sure I do not get charged next months lease payment

Dear *** *** We are sorry to hear that you have had this experience with us & we apologize the account had not been closed earlierPlease be assured that we have requested the account be closed as quickly as possible to avoid any further billingUnfortunately, due to the fact
that we are the end of the month, the file for this month’s billing has already been created, but we will refund any charges that go through for the month of MarchThe refund you had discussed with Jonathan for your February fees has been issued as well, for a total of 69.94$ Thank you for your patience with this matter,Sincerely,*** **

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

Dear ***,I'm very sorry for the continued calls you received from our sales teamI've put in a request to remove your business from any lists we useThank you for bringing this matter to our attention, we have taken steps to ensure that our representatives respect all do-not-call requests and
will continue to address the matter internally.The last call was on 6/so I don't think you'll hear from anyone again but it can take a few days for all systems to be updated, we'll do our best to get this completed as soon as possibleIn the meantime, if you do get another call, please feel free to let me know via email (below). Sincerely,*** ***SrManager, Merchant Experience & [email protected]

Dear Ms***,I wanted to reach out to you to confirm that we have received your complaint and are investigating the matter internallyAlthough 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 occurredDue to the confusion on the accounts, your call was transferred multiple times until it was finally discovered that a different account needed to be reviewedWe 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 apologiesThe agents with whom you spoke are being coached and additional training will be provided as neededYou 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 yearIf 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 4thLike 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 accountAs 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 paidWe can certainly assist you in contacting the correct department should you wishAlso, 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 depositedAny 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 occurAs you will recall, a previous hold occurred due to a reject for the monthly fees and was removed once the balance had been paidThe 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 responseIn order to resolve this matter, the amount of the chargeback which must be paid on your end does need to be addressedIf you are able to provide us documentation showing the NSF charge on your bank account, we can begin the process of crediting that to youIn 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 businessMy colleague *** can be reached at ###-###-#### and would be more than happy to assist you further in addressing your concerns.Sincerely,***Manager, 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, TabindaManager, Customer Loyalty

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

This response does not discuss the issue at hand.  The fact is that CPN increased our monthly and annual fees 45 days into our contract and required us to pay the new amounts or pay a cancellation fee. Either option cost our company additional money from the original contract we signed, and based on reviews from other companies this type of fraudulent activity is common place at CPN.The Oklahoma Attorney General's office is also looking into this matter, and [redacted] does not intend to rest until we receive a refund for the cancellation fee (approximately $450), which was taken directly out of our checking account.Please feel free to call [redacted] at ([redacted] with any questions.

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

Better Business...

Bureau:
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]

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]

Revdex.com:
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]

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] [redacted]Supervisor, Customer Loyalty Tel: ###-###-#### Fax: ###-###-####

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.

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]

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.comCallSend SMSCall from mobileAdd to SkypeYou'll need Skype CreditFree via Skype

Hello [redacted],Please accept our apologies for the delay in sending the check for the amount of $220. This was an oversight on our part and we apologize. I have confirmed that the check was sent to you via FEDEX yesterday and has been confirmed as "DELIVERED" on their website.Please do not hesitate...

to contact us again should you require any additional assistance.Sincerely,[redacted]

Thank you for your assistance and I apologise I haven’t gotten back to you earlier. As the merchant filed a legal complaint as well as a Revdex.com complaint , I have been in contact with my Legal team to discuss how we will handle the situation. In order to resolve the issue amicably, we have agreed that we will proceed with the refund of the merchants early termination fee, once we have received confirmation that this is a satisfactory resolution. Please see our response below. I have attached a copy of the amendment the merchant is reffering to, for your reference, and I have specified the reason for this letter in my response as well. “Dear [redacted]: I’ve taken another look at your account as well as the additional documents you have provided to me. The amendment you referred to is in fact a letter that is sent out to all our new merchants to explain the fees (both annually as well as monthly, the latter in cases where a merchant may not remain compliant) that are applicable to our merchants in regards to PCI compliance as per the signed agreement between that merchant and CPN.Providing this letter to you was regular new merchant communications and in no way indicated an intention to raise your monthly rates.  This fee is billed differently industry wide and often at a higher cost and so we believe new merchants deserve some sort of notification. We deeply apologise if you felt this was our attempt to be fraudulent and can assure you we are always looking for feedback and ways to improve our services and make our merchant experience better. Although we still feel there was no wrong doing on our end, I have found more information since our last communications that lead me to believe this could have better been explained to you.Therefore, in order to resolve this amicably, we are willing to refund the early termination fee that was billed to your account. This refund will be triggered as soon as we have received confirmation that this is a satisfactory resolution to you. I can also send you an email confirmation once the refund is triggered to ensure you can keep track of it on your end. As we have been communicating through emails, please do not hesitate to contact me should  you have any questions in regards to the above information. If you would like to contact me by phone, I can be reached at [redacted]. Sincerely,Amanda B.”

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]