CardConnect

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
While I appreciate CardConnect's willingness to work with me, it has now been a month and I have not received the refund as promised. Please let me know if they need an address or bank account for the refund. Thank you
Regards,
*** ***

Hi [redacted], We are very sorry you experienced the issue you've reported - this should not have been the case. Please know we would like to correct the problem as soon as possible. A representative from our Support Team is going to reach out to you directly and will process a full refund for...

the terminal paper. In the meantime, if you have any questions or additional concerns, please do not hesitate to reach out to us at [email protected]. Again, we apologize for the inconvenience and thank you for your patience. All the best, CardConnect

Optional fees need refund for 2016-2017Paid annual fee in Jan.

[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 will accept the resolution.  However, I would like to respond to part of the resolution as it had some incorrect information. Your letter states that I was told that the money for the old account could be refunded, but I was never told that. When I contactedCardConnect about the two accounts I was told over the phone that all charges were fixed and could not be changed.  After cancelling the accounts, I still saw charges for the old account come out of our bank account.  I contacted your company a 2nd time and received in an email that the charges could not be changed.  I have attached a copy of this email for your review, this attachment also has the original email from April when I was told that the old account would be closed.  I would not have filed a complaint if anyone I spoke to had been willing to refund the old account charges.  I accept the resolution, but feel like your company has staff that are not being truthful and that is what I find most frustrating.  I have never had to file a complaint, before because most companies, given written proof that their employees told a customer something would accept it and work with the customer, but no one I spoke to was willing to make any changes or adjustments to our account.
I would also like to say that when we first opened the merchant account it was with a company called [redacted].  When it was [redacted] we had great customer service and people were very helpful.  CardConnect bought out [redacted] and since that time we have had nothing but trouble.   Also, maybe the staff need to make sure that they when they send something out in writing to customers they don't contradict themselves when something is brought into question.
Regards,
[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:While I appreciate CardConnect's willingness to work with me, it has now been a month and I have not received the refund as promised.  Please let me know if they need an address or bank account for the refund.  Thank you
Regards,
[redacted]

Hi [redacted], 
We are sorry to hear about your unsatisfactory experience with [redacted]. While they are not an official partner of ours, we want to make it right and will be processing a refund to your account. If we need any additional information, we'll be in...

touch.
Sincere apologies for any inconvenience this issue may have caused. We'll be looking into the matter thoroughly to ensure it does not happen again. 
Please let us know if you have any other questions or concerns. 
Thank you, 
CardConnect

Dear [redacted], We're sorry to hear about the recent issues you've experienced. In reviewing your account, we do see two extra fees of $37.50 each, which were incurred when you were converting to an integration connection. This caused two accounts to be opened temporarily while the integration...

was being complete. Our records indicate that you were advised of this at the end of July and told that the overage can be refunded. At that time you closed both accounts and switched processors. The $200.00 withdraw was a refund that your business processed for one of your customers on 7/8/15. Our records indicate that you contacted us on Tuesday (9/8/15) and we responded yesterday 9/9/15 letting you know the $200 was a refund issued by them. In summary, we can process a $70 refund for the two fees, as we indicated in July. Please let us know if you are ok with this solution. Thanks, CardConnect

[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 is satisfactory to me. 
Regards,
[redacted]

Dear [redacted], 
CardConnect processes for several [redacted] locations throughout Arizona, and we apologize that we could not serve your business with the same products and services. While it does not appear that there has been any fraudulent activity associated with...

your account, we will provide a refund for the requested amount. 
We want to make sure every business that works with CardConnect is satisfied with our payment processing and payment securing solutions. We are sorry that you did not experience that satisfaction. 
Thanks, 
CardConnect

Hi [redacted], Apologies for the delay. I checked with my colleague and the refund will be issued on Monday, so you should see it deposited on Tuesday (February 9). If for some reason by Wednesday you still don't see the refund, please call me directly - ###-###-#### - and I will make sure everything gets properly resolved. Have a good weekend, Mike

Dear [redacted], 
Thank you for bringing this situation to our attention through the Revdex.com. Earlier today (4/28/14), we issued you a refund of $250 that should arrive in your account tomorrow. 
I apologize for the negative experience you had with...

CardConnect. We will be looking into the matter thoroughly. 
Please let me know if there is anything else I could help you with. 
Sincerely,
[redacted]

Hi [redacted], 
Apologies for the confusion when canceling the service for Dr. [redacted]. You should have been alerted to those dates when you first called. 
We will issue a refund for $299. If you have any other questions, just let us...

know. 
Thank you for your business. 
-CardConnect

Hi [redacted], We are sorry to hear about your unsatisfactory experience with [redacted]. While they are not an official partner of ours, we want to make it right and will be processing a refund to your account. If we need any additional information, we'll be in touch.Sincere apologies...

for any inconvenience this issue may have caused. We'll be looking into the matter thoroughly to ensure it does not happen again. Please let us know if you have any other questions or concerns. Thank you, CardConnect

Prior to receiving this complaint from the Revdex.com, we had followed up with the customer and resolved the issue to everyone's satisfaction. We talked to the customer today to ensure that the situation was fully rectified. She said it was and would be contacting the Revdex.com to remove her complaint. Of...

course, we are sorry for the negative experience the customer had and apologized for the miscommunication with her sales representative. 
If there are any outlying issues with this situation, please let us know.

Hi [redacted], We're sorry for the inconvenience. We understand this issue has been resolved, but please let us know if you need anything or have any questions!Thank you,CardConnect

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  However the matter is not closed until I receive the promised refund.
Regards,
[redacted]

Hi [redacted], 
We're very sorry you experienced that issue when trying to close your account. 
In addition to our sincere apologies, we will be issuing your business a refund for the past eight months, which amounts to...

$279.20.
Thank you for your business and we hope it will be a fruitful holiday season for [redacted]. 
CardConnect

Hi [redacted], We are sorry to hear about the issues you had with your account. Our sales partners are directed to make all aspects and charges associated with a merchant account fully transparent during the application process. We will certainly look into why your experience with CardConnect did...

not meet our values and standards. To rectify things, a refund of the disputed amount will be issued. A member of our support team may reach out to facilitate the refund. Thank you,CardConnect

Hi [redacted], 
Thank you for bringing this matter to our attention. 
While our records indicate that you had entered in a five-year agreement, we apologize for any unclear information or lack of communication that you...

experienced. 
We will honor your desired outcome of waiving the termination fee and make sure you are no longer contacted about this issue. 
If you have any other questions or concerns, please let us know. 
Thanks, 
CardConnect