Capital Processing Network

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]We are very sorry for the frustration you experienced while doing business with us. I would like to take this opportunity to further explain the actions that were taken with regards to your account. Although your account was initially approved, the processor requested additional...

information in order to better understand your business. Unfortunately, although we communicated this with your business multiple times, the information was not provided which led to the processor placing a funding hold on your account. As you’re aware, once the required information was supplied, the hold was lifted and your funds were settled to your bank account. We understand that this can cause difficulty for your business, but please rest assured that these steps were taken in line with industry standards and are implemented to mitigate risk of financial loss and protect all associated parties. We hope this helps clarify the reason why such actions were taken on your account, however, as you have requested the account be closed prior to the end date of your term, the early termination fee will remain applicable.Should you require any further assistance, please do not hesitate to contact me at [redacted].Sincerely,Amanda B.

Dear Mrs. [redacted]Please accept our sincerest apologies for any inconvenience caused. We have asked for your business to be removed from our list and will ensure that no future calls are made to your business. It can take a few days for the our lists to be updated and we appreciate your...

patience in this regard.Sincerely,

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

Good morning,We’ve received a notification that this complaint has been closed as Unresolved however we have been able to contact the merchant through email. As I had mentioned previously, the merchant is not at the business and we were advised the best way to contact him was through email.We have received a response and are actively working with the merchant to better understand his claims and find a relevant solution.Thank you,Amanda B[redacted]Supervisor, Merchant Experience and LoyaltySuperviseure, Loyauté & Protection des marchands[redacted]   [redacted]   [redacted]  
[redacted]

Dear Mr. [redacted], We have reviewed your account and communicated with an authorized representative at your business ([redacted]) and confirmed that your account with us was closed as requested. After researching the billing concerns raised in your complaint, it was determined that the charges are...

for your lease and gift card service, which are provided by different companies.We have provided the information to [redacted] so that they can be addressed with the associated parties. We apologize for any inconvenience this has caused you. Please do not hesitate to communicate with us directly should you require further assistance. Sincerely,

[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.]
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]

Dear Mr. [redacted],Please allow me to begin by apologizing for the delay in addressing your case. I assure you that we are in the process of comparing your current statements with your previous provider's to ensure that you are, in fact, paying more with us than them. Our sales agents do not normally...

make these promises lightly and to ensure a fair resolution to all, we would like to ensure the charges are reviewed diligently. I understand that as a business owner you feel we should simply accept your word for it, but unfortunately since terminating your lease is a complicated and costly process, we need to do our due diligence before a decision of this calibre can be made. However, let me reassure you that it is always our intention to provide a resolution to all our merchants in a timely and efficient manner.I will personally look into why you haven't heard back from someone as we do have escalation processes in place should a merchant require assistance at a higher level, but I do want to let you know that sometimes things outside our control can cause unwanted delays. We realize that is not excusable, and I'm sorry that you have had to wait eight days for a resolution, but I assure you that someone will be in touch today.Sincerely, [redacted]Manager, Loyalty

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