Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below Per MrS [redacted] 's response, his claim that Advopay attempted to contact me after receiving the termination letter is an absolute lieI requested a confirmation email, which I never receivedNo phone calls from anyoneWe have made attempts to contact Reise W [redacted] and Greg P [redacted] which have all gone unansweredWE HAVE NEVER GOTTEN ANY CALLS OR RESPONSE FROM OUR ATTEMPTS TO CONTACT ADVOPAY SINCE THE TERMINATION LETTER WAS SENT and MrS [redacted] has no dates to support when he says attempts were made to contact us.When we called about our consideration of terminating service with Advopay, the representative provided an address of East 116th St, Ste800, Fishers, IN as the location where the terminal needed to be sent to which is different than the address that appears on their billing statementsThat is why the terminal was sent to that address! Either the representative was in error or they knowingly provided an incorrect addressWE WERE FOLLOWING ISTRUCTIONS PROVIDED BY ADVOPAY AND THE TERMINAL DID IN FACT REACH THAT LOCATION IN THE ALLOTED TIME FRAME AS USPS TRACKING INFORMATION PROVES! As far as their claim they have gone "over and beyond" to accommodate our financial needs, Advopay was charging between 3.3-3.7% cards fees at the time service was terminatedWe are currently paying 2.5-2.7% with a new provider Regards, [redacted]
We would like to thank you once again for the opportunity to respond to the complaint filed with the Revdex.com by [redacted] As we have reviewed Ms [redacted] s unsatisfactory acceptance of our response we would like to reiterate the documented efforts and factual data that was provided within our original response On three separate occasions, we received communication from Ms [redacted] with regards to her account and billings As provided within our initial response on each of the calls the following was provided: May 17, credit issued in the amount of $in response to Ms [redacted] s concern of end of month standard fees June 13, Ms [redacted] indicated that her service fee (CardPointe) was too high As you will notice not only did we reduce this fee to $10.00, we reduced it $below her original contracted fee of $ July 12, Ms [redacted] contacted our office with regards to our annual rate increase at which time we excluded Ms [redacted] from the increase Not only did we exclude Ms [redacted] s company from the increase, we reduced her processing fees during this call As you will notice Ms [redacted] ’s processing rates were reduce to 0.50% and her transaction fees reduced to $(original contracted rates were 0.75% & $0.15) While we were contacted on October 27, by [redacted] requesting to close the account, we received no such documented formal close request to do so until November 22, by Ms [redacted] Furthermore, and once again, Ms [redacted] indicates that she did not have the proper shipping address however, her close letter dated November 22, clearly indicates that she did in fact have our proper address of East 106th Street Additionally, Ms [redacted] indicates in that very letter with our correct address that the terminal will be shipped “within the next week” While we understand that Ms [redacted] presents her dissatisfaction with our company, it is quite clear that we have demonstrated (documented) extreme efforts to satisfy the concerns and needs for [redacted] and have acted completely within the terms of the contractual agreements We thank you once again for allowing us to provide additional clarity and are with hope that this provides resolve to the matter at hand Sincerely, Jason S [redacted] CSO
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] Todays date is October 27,The response was sent on the 21st and I have not recieved a payback as of yetI do not know what immediately means to this company,but I would think week would be sufficient regards, [redacted]
Mr***’s claim of dishonesty on the part of our company is entirely unfoundedWe have attached the complete correspondence regarding the closing of his final accountsThe initial close request for the three accounts was on 8/24/Two of which were closed immediately due to not having any processing on themThe third, which is the account Mr [redacted] is referring to, was not closed yet at the time he requested an update on 8/31/As you can see in the email chain attached, it is explained that the third was not closed yet (on 8/31/2016) because this account had processing activity in the same monthWe had to wait until the monthly fees were collectedOnce the fees were collected at the beginning of September, the final account was closedAgain, this is what prompted the charge of the early termination feeThe first two accounts listed in his close request were closed immediately upon receiving the notice on 8/24/because of the inactivityWe could do so since there was no activityOut of courtesy, once again, we closed these immediately so he wouldn’t receive any monthly charges for themAlthough the cancellation policy states a 30-day notice is required, we closed these within the last week of the month to prevent any unnecessary charges to Mr***It is unfortunate that Mr [redacted] feels he has been treated unfairlyAs a company, we made several exceptions for his businesses and always strived to provide excellent service for his accountsFurthermore, Mr [redacted] has informed us directly of a slanderous website he is creating regarding our companyWe would like to bring this to light to the Revdex.com as it demonstrates very poor character and business practices on the part of Mr***We have attached a screen shot of this website for your reviewCurrently, it is reflecting a claim that he was “hung up on” by our company which, like many of his other claims, is untrueAll our calls are recorded making this claim very simple to prove otherwise Currently our legal team is considering different courses of action to take against Mr [redacted] for publishing an untrue statement against our company in hopes of damaging our reputationWe hope this matter will be considered resolved and Mr [redacted] remove the claims against our company from the internetThis will prevent any legal action being taken against him and/or [redacted] ***
Thank you for your assistance in resolving this matterWe hope to fully address the complaint of this former customer with our response today.On October 14, we received a letter that was actually dated October 1, (attached) from Mr [redacted] owner of [redacted] [redacted] , LLC., demanding the closure of his processing account with AdvoPay The content within the letter indicates that the account was supposed to be closed in December by his new and current processing company Central Payment (later confirmed on a recorded call that the closure request to AdvoPay was never provided by his new company nor him) Upon receiving this notice from Mr [redacted] the account was closed immediately and attempts by our retention department to communicate with Mr [redacted] were initiated.After multiple attempts to reach Mr [redacted] with no return response, a letter communicating the $early termination fee and demand for our equipment was sent on October 20, Once again we received no immediate response and per the agreement and additional notification his account was charged $for the replacement value of the terminal Following the ACH on or about November 3rd, I directly received a call from Mr [redacted] indicating that he was trying to close his account and that all fees should be waived due to fraud On this recorded call several items were addressed When asked if he (Mr [redacted] ) signed the application and contracts he clearly stated that he did sign all the paperwork but did not sign the personal guarantee section of the equipment No-Charge Form During this call he confirmed that he did sign the agreement, just not the second signature As communicated with Mr [redacted] , I am not a signature expert and could not make a recommendation but irrelevant to the second line which is merely the personal guarantee should the business default, the previous signature on the no-charge agreement and remaining signatures on all other documents were indeed valid and again Mr [redacted] confirmed using our services for over two years While Mr [redacted] claims in his complaint that the equipment is his, clearly it was not, as he was provided a no-charge terminal that has a very clear return / replacement value provision as clarified in my letter (attached) dated October 20, Once again, the $that was deducted from his account was the replacement value for the equipment that was not returned as originally agreed Furthermore, according to Mr [redacted] , the “other company” was also supposed to pay his early termination fee with AdvoPay which much like the close letter, never took place The $early termination fee was collected upon no response to our multiple attempts to communicate with Mr [redacted] We sincerely appreciate the opportunity to address the concerns within Mr [redacted] ’s complaint and recognize that the information contained clearly does not constitute or warrant any such billing adjustments Mr [redacted] used our services for over two years and violated his contractual agreement Additionally, Mr [redacted] individually, not his new processing company, did not follow required protocol to properly close his account or return our equipment.Should you have any additional questions or concern I can be reached directly at 317-813-or j [redacted] @advopayment.com.Thank you again,Jason [redacted] CSOAdvoPay
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.When requesting to close I have listed all the account numbers I've had written down - not knowing which one is the one (and only one) that was still openThe email response from the company (see attached) confirmed that only one account was still openI do not know why the company claims I had more than one and they were doing me a favor.In addition, I have never signed (and never would have signed) a 5-year agreement.As you can clearly see in the attached document, the company isn't being truthfulNot only have they confirmed only one account needs to be closed, there is also no mentioning of any termination fee (as I would have opted to keep it open with no processing activity - way cheaper), only processing fees for the activity that month (there was no activity and no fees charged for activity). Once the charge did go through, they stopped picking up the phone and responding to emails.
Regards,
*** ***
Thank you
for your assistance in resolving this matterWe hope to fully address the
complaint of this former customer with our response today.On July 10,
*** *** of *** *** Alignment Brand Suspension entered into a
year processing agreement through Advocate Merchant Solutions,
Inc.,(AdvoPay).On or about
August 3, AdvoPay received a close letter (attached) requesting the
immediate closure of the *** *** account. Upon several attempts from August 3rd - 6th to
reach Mr*** through his office manager Melissa, our representative was
finally able to communicate with Mr*** on the 12th of August.On August
12, Mr*** communicated with a representative of AdvoPay with regards
to his contractual agreement, termination fees and our company Merchant
Assurance Guarantee Policy. Upon
completion of this conversation all applications, signature pages and accepted
contractual paperwork was sent to Mr*** per his request.On August 17th,
five days after Mr***’s detailed conversation with our representative and after
receiving additional copies of his paperwork, Mr*** forwarded a proposal
from another company. In response that
proposal and in-line with our Merchant Assurance Policy we provided Mr***
a response (attached) on August 17th with a counter proposal
offering lower rates and fees than what was offered by the other provider.Over the
next several weeks after the multiple discussions and documented correspondence
with Mr*** we received a letter (attached) on or about October 23,
whereas Mr*** clearly acknowledges previous conversations regarding
contract and penalty. While the contents
of this letter had never been brought to our attention before we feel that Mr
***’s usage for 2+ years, direct
communication over the years coupled with account rate/fee reduction
modifications and most recent documented correspondence would indicate that Mr
*** fully was aware of the contractual agreement he now claims no knowledge
of.When it was
determined in a final call on October 23, with Mr*** that he would
not continue services the account was closed and the early termination fee of
$was charged to his account. It was
on November 11, that it was brought to the attention of AdvoPay that the
account was charged in duplicate for the early termination fee. Immediately upon receiving such notification
the request was submitted for an immediate refund of the additional $that
was charged in error.While this
additional $fee was caused by a glitch in the system and corrected immediately
upon notification, at no such time did AdvoPay intend to cause intentional
issue to Mr***Clearly
based on the documented email communication within the specific timeline
coupled with supportive signed documentation shows that under no circumstances
was Mr*** ever misrepresented as he claims in his complaint.The refund
that Mr*** seeks has been provided to the extent of the money that was
charged in error. Should you
have any additional questions or concern I can be reached directly at
317-813-or [email protected] you again,Jason S*** CSO
Thank you for your assistance in resolving this matterWe hope to fully address thecomplaint of this customer with our response today as many claims that have beenbrought to the attention of the Revdex.com are quite inaccurate and untrue.On July 24,*** ***, owner of *** *** ***
***., entered into asixty (60) month merchant processing agreement through Advocate MerchantSolutions, Inc. As verified by Ms.***’s signature on page 33, the Confirmation Page, a complete copy of the MerchantProcessing Agreement was provided and Ms*** agreed to all terms andconditions within the contractual agreement. Furthermore, an additional copy of the MPA was FedEx to her location onAugust 4, along with her complete welcome kit, terminal and documentationwith logo stickers. As part of our standardquality assurance practice and guarantee we provide every merchant client a60-days no mistakes, no regrets trial period along with a price assuranceguarantee for the term of the agreement. Over the past year since *** *** began processing we have accommodatedany concerns that Ms*** brought to our attention. *** *** continues to utilize our processingservices as of September 11, During the time of application Ms*** also signed and personally agreed to ourterminal placement program for which he was provided a VXterminal for useduring the contractual agreement. At alater time based on specific paper requirements of the business it wasdetermined that a different terminal was needed. An FDterminal, considerably moreexpensive than the previous terminal was provided to Ms***man foruse. Typically the FDterminal, asstated on the usage contract carries a $monthly warranty fee, however, ingood faith and in an effort to accommodate Ms***’s needs, AdvocateMerchant Solutions reduced the monthly fee to only $ Ms*** claims that she was lied to and that the agent did not complete an online compliance serviceon her behalf. Unfortunately as part ofsecurity regulation and compliance, the agent nor company can complete any suchcompliances on behalf of our customers any longer. While we assisted Ms*** with her complianceupon account setup, Advocate Merchant Solutions also instructed all of ourcustomers numerous times throughout the year of the annual requirements thatwould need to be completed. AdvocateMerchant Solutions does not claim any responsibility to failed actions orrequired renewal obligations not completed by its customers. While we would have been more than happy toadvise her of the steps towards compliance, this is not an issue that she hasever brought to our attention. Furthermore, every customer receives important regulatory and complianceinformation on our monthly statements and mailings. Our compliance section on our website isdesigned for ease and simplicity of all of our customers to complete their requirements. https://pci2.trustwave.com/action.phpAt no such time has anyone threatened Ms*** or any of her staff regarding "ruining" their credit as she claims in the complaint. Ms*** was told that if she did cancel, the equipment would need to be returned within days of cancellation to avoid collections for replacement costs. No threat was ever made.While we have communicated with Ms*** a few times over the past year we continue toaccommodate her specific needs. This report to the Revdex.com has come as a complete surprise as this morning modificationswere made to this account reducing the minimum monthly fees, once again, to accommodateher claimed financial needs. It is with hopes that the Revdex.com recognizes the contractualobligation and invalid claims as documented within this complaint. AdvoPay has only operated in good faith andcontinues to provide a credible service to His Hands.Should you have any additional questions or concern I can be reached directly at*** or j***@advopayment.com.Thank you again, Jason S*** CSOAdvocate Merchant Solutions
To Whom It May Concern,We received a Cease and Desist letter from Mr*** postmarked September 8th, Concerned about the assertions made regarding lack of contact from our Merchant Support Team and failure to receive the agreed-upon incentives, I had the file pulled for review.Our records show
that Mr*** signed the Simplified Conversion Incentive Agreement (SCIA) on 9/7/Our banking records indicate that the one-time incentive payment of $to Mr*** cleared our account on 10/23/Mr*** also signed the EMV Rebate Incentive agreement on 9/7/The agreed-upon incentive amount of $cleared our account on 10/23/Both payments were sent via ACH and there is a clear and demonstrable payment trail. I have attached copies of both signed agreements along with the cancelled check receipt showing the payments were sent via ACH to Mr***'s BankBoth the SCIA and the EMV agreements are personal guarantees signed by Mr*** and both require him to reimburse us within (10) ten days of any cancellation date prior to the expiration of the Initial Term of five years as agreed-upon in the Merchant Processing Agreement (MPA). On the copies of the agreements that I attached to this response that were signed by Mr***, I drew an arrow and underlined the relevant paragraphs of each agreement where he agreed to these items. I was also concerned by his statement that he has had “zero luck communicating with [our] office”We keep an electronic call log of all communications with our customersOur audit log indicates that you received proactive “check-in” calls on 3/29, 4/and 6/in aloneOn the 6/call, you stated that everything is “going great” according to our notes.We reached out to Mr*** in a letter sent 9/13/which I have also included here as an attachment in an effort to have him contact our office and resolve this issue. He has not contacted us. As stated in the letter referenced above, since we do not hear from Mr***We have accepted his notice of cancellation of the Merchant Processing Agreement before the Initial Term and we will be enforcing the provisions of our written agreementHe did not return the Vxterminal within days from the date of this letter as it was provided to him on a “no charge” agreementFailure to return the equipment has resulted in an additional charge of $per the No-Charge Terminal Placement Program agreement signed by Mr*** which I have also included in the documentationAs noted above, Mr*** was also provided a SCIA incentive in the amount of $As consideration for accepting this incentive, he agreed, in writing, to process all applicable credit/transactions through our companyThis incentive was to be repaid in full within days of the date of prematurely cancelling his agreement with usIn addition, he was provided an EMV Rebate Incentive of $upon switching to our servicesAs consideration for accepting this rebate, he agreed, in writing, to process all applicable credit/transactions through our companyThis was to be paid in full within days of the date of cancelling the agreementAn Early Termination Fee (ETF) of $was also assessed as provided for in his signed Merchant Processing Agreement as he terminated the Merchant Processing Agreement before the end of the Initial Term. All of these agreements are signed by Mr*** and we have provided him multiple copies documenting his agreement and signature in his own hand. Since have not heard from Mr*** or received this equipment and rebate incentive check by September 25th, 2017, the total charged to your account or sent to collections is $2145.00.As for Mr***'s request that we stop accessing his bank account, we made an initial attempt to debit his account via ACH per his agreement once the charge became due, since that debit was declined, we have not attempted nor will attempt to access his bank account a second time. The account has now been referred to collections. We maintain that there is nothing fraudulent or misleading about this agreement as it is in writing and the terms are very clear. Thank you for the opportunity to explain our position. Please contact me if you need any further documentation or explanation.Clark G***, Esq.Chief Compliance OfficerCardConnectDirect LLC
Thank you for providing us the opportunity to respond to this complaint. As discussed in a call between the CEO of Advocate Merchant Solutions and Mr*** directly on October 20, 2015 it was determined that while there was no supportive written documentation to verify the
complaint presented to the Revdex.com a full refund for the $would be made out of good faith. The refund request has been submitted and will be ACH deposited into Mr*** account immediately.Thank you,Jason ***CSO
Thank you for your assistance in resolving this matterWe hope to fully address the complaint of this former customer with our response todayOn May 16, 2014, Mr*** *** of *** *** *** *** entered into a two-year merchant processing agreement with Advocate Merchant Solutions, Inc
(AdvoPay), by both signature and personal guarantee. While it is not customary to provide any reduction in term less than five years, out of good faith we made an exception to earn Mr***’s business and shortened his contractual term by three years. Additionally, on May 16, 2014, Mr*** entered into a No-Charge equipment program (attached) that would run concurrently with his processing agreementMr*** indicated within his letter that he had communication with our agent, MsKimberly P*** in which he requested a total rate not to exceed 3%. Mr*** further states that MsP*** “promised” a rate between 2.5% - 3% total. While AdvoPay can control our costs and fees it is not possible to control the rates and fees charged by the card issuing banks (interchange) or (ieVisa or MasterCard). We are providing a couple statement messages that appeared on Mr***’s monthly bil***gs. By law, any modifications made by the processor, banks or networks must be documented with notice and provide an acceptance clause as wellMr*** contacted our office on only a few occasions over the past two years and based on his call activity, at no such time were we unwilling to assist. On August 19, we were contacted regarding compliance fees that were charged due to not having verification from Mr*** that he was indeed PCI compliant. On that date once we received verification an account credit was immediately applied to Mr***’s account for two months of non-compliance fees. On September 8, Mr*** contacted our office once again regarding some of his fees (Statement & Data Breach Insurance). Upon communicating with MsA***, one of our customer service managers, his statement fee was reduced to $and the data breach insurance was removed. This was the last correspondence we had with Mr***While Mr*** indicates that he is requesting a refund, no refund is due. Any increase in rates or fees was disclosed to Mr*** over the years that he processed with us (a copy of all statement notices have been provided) of which he never communicated any such additional concerns that were not already addressed. Furthermore, Mr*** has indeed been turned in to a collection agency for failure to return the equipment used under our No-Charge program. We have attempted to reach Mr*** by way of phone and mail with no return correspondence. As you will notice within the attached agreement, by way of signature and personal guarantee, Merchant agrees to license the use of the Equipment from ***. Merchant agrees that Equipment is the property of ***, and must be returned in good and working condition within ten (10) days of the termination or expiration of the Merchant Account with ***. If the Equipment is not timely returned, Merchant agrees to pay to *** the replacement value of the Equipment of $for the Verifone Vxterminal. If Mr*** would like to be removed from collections he will need to pay the replacement cost of $for the equipment as he did not return it in the allotted and agreed upon time. In closing, Mr*** has rejected several fees for his final processing services in March 2016. While his contractual agreement wasn’t up until May and based on his silence, we have closed his account without the early termination fee of $Should you have any additional questions or concern I can be reached directly at 317-813-or js***@advopayment.comIt is with sincere appreciation that you have allowed us this opportunity to clarify the situation that is again a clear and definite result of a contractual obligation violated Thank you again, Jason S*** CSO AdvoPay
In response to your letter dated November 5, and complaint I thank you once again for the opportunity to clarify Ms***'s complaint
While we have provided signed supportive documentation by Ms*** as it relates to the majority of her complaints I am providing within this envelope a copy of our original response as our stance has not changed based on Ms***'s latest correspondenceMs*** did however bring up a couple of new items and we will address them within this letter
Our name change has nothing to do with the Revdex.com or our existing client baseWe have no embarrassment in communicating with our clients and resolving any such concerns that may be brought to our attentionHowever, when responding to a complaint or concern we ask that our clients are truthful in the capacity that documented verification holds greater weight than an invalid claim
At no such time did we misrepresent this merchant nor have we made any such threats to ruin her creditWe have worked with Ms*** and have told her repeatedly that we have a merchant assurance policy and guarantee the lowest rates against a competitor's valid documented quoteCompany standards do not just lower rates based on a customer's demand to pay lessYes, the rates for the company have gone up and any such change to rates or fees are always disclosed on the statement days priorReading monthly billing statements and statement messages would be Ms***'s solution as we provide a 30-day notice to agree or disagree with any such changesNot agreeing with change notifications within the allotted time frame would typically result in being omitted from any such changes
Clearly on the application agreement from July 24, there is a monthly minimum fee of $This was not an added fee and not a surprise as Ms*** presents in her responseWhile we have offered to work with Ms*** based on the content and documented verifications within the previous Revdex.com response and this one, it appears that Ms*** will continue to add issues until she has been released from the contractual agreement which we would be more than happy to do upon receiving the terminal and early termination fee of $
Thank you,
Jason S***
I reviewed what advopay ( new name:: CardConnect, they changed their name to avoid embarrassment from Revdex.com complaints, since we are not the first one's to complain of the same items. They call me the wrong name, and refer to me (she) as a he, I am a woman, my name is Mrs. [redacted] not [redacted]man, they had that wrong a couple times in their response. Also, we never had but one machine, and fd100, they are lying again.. Also, they never emailed us or called us as they said they have. ever! We have called and emailed them several times and no one ever responds back to us, ever! They continue to lie to us, and yes, they did threaten to take $750 from our account when I told them I refused to pay early termination fee, since the rep never told us about any of the above, he also told us we would not have to pay for pci compliance, and the card reader would be exactly like our last one that we had from National Bankcard, not advopay/cardconnect, that took bigger paper. We have tried to contact them about lower rates and they never tried to work with us, just now because you all sent my complaint they are saying they did reduce all our rates, and we never received any proof of this rate reduction. I found my paper work (packet) and it clearly was not signed and I can prove it, they said they would send over via email to us all our agreements and have never produced any of this to us, nor rate reductions, we pay $25 a month whether we use it or not, our rates are almost double from what national bankcard charged us, they had no early termination fees, and never lied to us, always answered our ?'s and calls, emailed us or called us back, this company is a farce, and I am sick of their lies. We have called them several times to rectify this whole matter. I want to send the p.o.s back and not have to be penalized and be done with this company, that is all! I can as I stated show you an unsigned back page of the packet, whatever they are saying I signed was not official. I have had my advisors tell me that everything we would've signed would have to be not just signed but each of the bullet points would have to be initialed and we have a blank packet, and without signatures on my end. Please look over the other comments made to your Revdex.com by other businesses, this company is horrible. When I called to tell the person on the phone I just wanted to send it back they told me they would debit our account for $750 automatically, I told them that we could not afford all the charges they have high fees, and never did they try to work with us on lowered rates and I have sent them two other proposals by other companies, and they conveniently did not get those faxes/or emails, we even called them a couple times to work this out, asking for them to lower our fees, they would not even budge. So once again, they are lying about working with us. It was not a surprise to them at all since we have told them they need to resolve this matter, yes, I do use the machine since we have to we are still being charged for it and cannot send it back, they did tell us they would ruin our credit if we did not pay in full the $750. They are just trying to play the nice guy to you to keep their credibility, which is already ruined by the businesses who have complained already, and only a matter of time before they have even more. I will not accept their lies, they never provided any proof of lowered rates at any time, which shouldve been done officially in writing, signed and dated, they are telling you this to get you to believe in them and get us to back down, I refuse to since we are still stuck with a machine with high rates or if we send it back they will take $750 right from our bank account.Regards,[redacted]
We appreciate the
opportunity to clarify for the Revdex.com the concerns that have been brought forth in
a recent complaint by the wife of the owner of Northland Chiropractic Center.
The information contained within the review was false and extremely misleading.
Based on the nature and complexity...
of the complaint we are providing you along
with this letter very specific documentation relating to the contractual
agreements signed and personally agreed to by Dr. [redacted] (100% owner as
signed on the application agreements) along with a chronological timeline of
the account activity with Advocate Merchant Solutions.December 16, 2012 Dr. [redacted], owner of Northland
Chiropractic Center “1” enters into a processing contract through
AdvoPay.December 16, 2012 Dr. [redacted] enters into a No-Charge
terminal program (attached) with AdvoPay. February 22, 2013 Dr. [redacted], owner of Northland
Chiropractic Center “2” enters into an additional processing contract
through AdvoPay for a new location.February 22, 2013 Dr. [redacted] enters into a Virtual Terminal
processing agreement with AdvoPay for the new location.July 6, 2013 * [redacted] contacts AdvoPay and communicates with Greg P[redacted] (Customer Service Manager) that Dr. [redacted] is requesting to close the processing agreement for the Northland Chiropractic Center #2. Greg communicatretchenes with [redacted] that Dr. [redacted] is currently under
contract and although there is a $750 early termination fee to close, out of
good faith a conditional waiver was provided (attached). As you will
notice the conditional waiver is contingent on Northland Chiropractic Center “1” maintaining good standing through the entirety of its contractual term ending
on October 22, 2017. Furthermore, the agreement clearly states, “If
this account is closed any time before the expiration of its five year term,
the early termination fee for both accounts will be assessed, totaling $1500”.October 5, 2015 [redacted] called AdvoPay and indicated that
they wanted to close the account immediately. During this call it was
discussed that Dr. [redacted] had signed two contractual agreements as well as a
conditional release for the second location. [redacted] became defensive
and stated on this call that they would not be paying this fee. It was
also discussed that they were in possession of a terminal that was provided for use during the contractual agreement that
was to be returned within 10 days of this cancellation.October 5, 2015 a letter (attached) from Jason S[redacted], CSO, was
sent to Dr. [redacted] indicating the following:The account was confirmed closed on October 5, 2015The terminal must be returned within 10 days of the date of
closing (October 15, 2015)Reiteration of terminal replacement fee, $1450.October 15, 2015 the equipment had not been returned and the ACH
bank withdraw for the replacement value had been submitted as agreed to on the
No-Charge Agreement signed October 16, 2012.October 16, 2015 the equipment arrived at AdvoPay beyond the
allotted return period. The equipment was rejected at it was not received
on time according to the agreement. On or about October 28th the ACH was rejected by
Northland Chiropractic Clinic.At this point the
account will be turned over to collections for the equipment that was not returned
within the allotted time.We have tried to accommodate
the needs of this merchant as clearly documented. The complaint is unjust misrepresented and
coupled with the initial false review on the Revdex.com site should be removed immediately. Should you have
any additional questions please do not hesitate to contact me directly.Thank you,Jason S[redacted]CSO
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
In response to Mr. S[redacted]’s/Mr. P[redacted]’s attempt to “provide additional clarity and resolve to the matter at hand”, he/they ignored the points I mentioned in the follow up. They only reiterate what they refer to as their “extreme efforts to satisfy the concerns and needs” of our business.To respond to their point about the credit of $256.69 being issued on the date of 05/17/2016, the first day of business operation under our new ownership did not occur until 05/08/2016. We were being billed for, we guess, just having an account set up with them, but we did not start to accept credit card payments before our opening date of 05/08/2016.Advopay/Card Connect cites two others instances where we contacted them about rates that were higher than we had been told we would receive. While rates were reduced marginally for a month or two, it was certainly not in line with what other credit card processing companies could offer, and Advopay's overall rates continued to increase.It was because of this, that we decided--even with paying the $750 early termination fee--that we could make up that amount in approximately a year’s time by going with the lower rates we are currently receiving with a processor that does not even require a contract.Mr. S[redacted]/Mr. P[redacted] again refer to the point that we must have had the correct shipping address to send the terminal to just because of the fact it was noted on my termination letter, however, they completely ignored the point I was trying to make. If they go back and listen to the recorded call between an Advopay representative and [redacted] on 10/27/2016, they will find that this individual provided a different address that the terminal needed to be shipped to. [redacted] read the address information back to this individual and it was confirmed. It is inconceivable that we would just pull some random address out of the air to send the terminal to unless that is was one we had been provided with. Obviously, it did in time get to the correct address, BUT IT IS NOT OUR FAULT THAT WE WERE EITHER MISTAKENLY OR INTENTIONALLY GIVEN AN INCORRECT ADDRESS BY AN ADVOPAY/CARD CONNECT EMPLOYEE OR IF ADVOPAY CHANGED THEIR ADDRESS IN THE INTERIM.Additionally, the ACH debit of $1,095 that Advopay took from our account on 12/14/2016 was never brought to our attention by them until we noticed it ourselves several days after the fact. Fortunately, we did not have any outstanding checks that were not covered by having that much taken from our account without our prior knowledge, but once again, it only cements in our mind Advopay’s unethical business practices. Because we have never been able to get anyone from this organization to respond to us directly, it has been extremely difficult to rectify this situation. It has left us with no other avenue than to try to bring this situation to light through the Revdex.com, as well as filing a complaint with the Colorado Attorney General’s office.
[redacted]
Mr. [redacted]’s claim of dishonesty on the part of our company is entirely unfounded. We have attached the complete correspondence regarding the closing of his final accounts. The initial close request for the three accounts was on 8/24/2016. Two of which were closed immediately due to not having any processing on them. The third, which is the account Mr. [redacted] is referring to, was not closed yet at the time he requested an update on 8/31/2016. As you can see in the email chain attached, it is explained that the third was not closed yet (on 8/31/2016) because this account had processing activity in the same month. We had to wait until the monthly fees were collected. Once the fees were collected at the beginning of September, the final account was closed. Again, this is what prompted the charge of the early termination fee. The first two accounts listed in his close request were closed immediately upon receiving the notice on 8/24/2016 because of the inactivity. We could do so since there was no activity. Out of courtesy, once again, we closed these immediately so he wouldn’t receive any monthly charges for them. Although the cancellation policy states a 30-day notice is required, we closed these within the last week of the month to prevent any unnecessary charges to Mr. [redacted]. It is unfortunate that Mr. [redacted] feels he has been treated unfairly. As a company, we made several exceptions for his businesses and always strived to provide excellent service for his accounts. Furthermore, Mr. [redacted] has informed us directly of a slanderous website he is creating regarding our company. We would like to bring this to light to the Revdex.com as it demonstrates very poor character and business practices on the part of Mr. [redacted]. We have attached a screen shot of this website for your review. Currently, it is reflecting a claim that he was “hung up on” by our company which, like many of his other claims, is untrue. All our calls are recorded making this claim very simple to prove otherwise. Currently our legal team is considering different courses of action to take against Mr. [redacted] for publishing an untrue statement against our company in hopes of damaging our reputation. We hope this matter will be considered resolved and Mr. [redacted] remove the false claims against our company from the internet. This will prevent any legal action being taken against him and/or [redacted].
Thank you for allowing us the opportunity to provide clarity and closure to the submitted complaint by [redacted] of [redacted]. On February 13, 2016 [redacted]., ([redacted]) entered into a five-year agreement with our company. Upon entering into the agreement [redacted] was...
provided an EMV Rebate incentive in the amount of $200 as well as a no-charge terminal (agreements attached). Ms. [redacted] alleges in her complaint that she sent a cancellation notification on November 21, 2016 via email, however, as you will notice on the attached dated letter, Ms. [redacted] did not forward or request closure until the 22nd of November, 2016. Included within her request Ms. [redacted] indicates that the reason for closure is due to increasing rates and has contacted us regarding such concerns on more than one occasion. In an ongoing effort to provide our clients the utmost valued services we continually exceed the expectations and needs of our clients. I have attached to this response line items of dates of communication with Ms. [redacted] as well as changes made to her account about those very conversations on those specific dates. May 17, 2016 we issued a credit in the amount of $256.69 in response to Ms. [redacted]s concern of end of month standard fees. June 13, 2016 Ms. [redacted] indicated that her service fee (CardPointe) was too high. As you will notice not only did we reduce this fee to $10.00, we reduced it $5.00 below her original contracted fee of $15.00. July 12, 2016 Ms. [redacted] contacted our office with regards to our annual rate increase at which time we excluded Ms. [redacted] from the increase. Not only did we exclude Ms. [redacted]s company from the increase, we reduced her processing fees during this call. As you will notice Ms. [redacted]’s processing rates were reduce to 0.50% and her transaction fees reduced to $0.10 (original contracted rates were 0.75% & $0.15). I can assure you that while the complaint references greed, these documented reductions clearly verify that we went over and beyond to facilitate Ms. [redacted]s requests and needs. Continuing within the letter dated November 22, 2016 Ms. [redacted] references that she understands she must return the terminal and that it would be shipped within the “next week”. Per the terms of the No-charge agreement (attached) the terminal must be returned to our office within 10-days of termination. While we attempted to contact Ms. [redacted] after receiving her termination letter, no communication was returned, however, Ms. [redacted] indicates in her complaint to the Revdex.com that she did not have the correct address for shipping, yet her termination letter dated November 22, 2016 has our correct mailing address (please see letter). Upon receiving the terminal beyond the allotted return time, it was indeed rejected and the replacement value was charged to her account in the amount of $895.00, 100% in accordance with the contractual agreement signed and personally agreed to by Ms. [redacted]. Similarly, the EMV rebate has an identical provision as it relates to the $200 incentive and requirement to repay within the allotted 10 days. Clearly it is documented that we have gone over and beyond to accommodate the concerns and financial needs for [redacted]. We have acted completely by the contractual agreements entered by Ms. [redacted] and find that the complaint is both inaccurate and untrue. We welcome the opportunity to re-open the account and service their processing needs. Thank you, Jason S[redacted] CSO
We appreciate the opportunity to address this issue. As a company who values all of their customers it is unfortunate to hear that this customer feels he was treated unfairly or lied to. We would like to provide a thorough explanation as to why there was a termination fee charged to Mr. [redacted] upon...
closing his account with us. Over the last few years Mr. [redacted] has worked with our company with several of his businesses that he has started, owned, sold, closed, etc… Due to this continued business relationship, our sales team would provide a very low rate to him for our services and out of courtesy open and close accounts with no charge, despite each one being a documented 5-year term. However, throughout the past year the accounts Mr. [redacted] had with our company continued to be closed without any new accounts being brought on. Although this would typically prompt a change in his agreement with our office, out of courtesy, we allowed them to be closed with no termination fees charged. We appreciated his business and had no issue at those times. Finally, on August 24th, 2016 there was an email correspondence sent from Mr. [redacted] stating he needs to close all remaining accounts because the businesses were closing. There were three accounts left that were referenced in his letter of cancellation. All three of these accounts were still under the 5-year term. The only charge to Mr. [redacted] for this request was one termination fee. It was explained to him that since he didn’t have any other accounts and these were under the term still, the termination fee would be assessed. The documentation for each clearly state that there is a 5-year term and a termination fee of $750.00 if cancelled before the end of term. Out of courtesy to this customer and the working relationship we had, we elected to only charge one fee for all of them. We understand this customer feels he should not have been charged because it was always waived in the past. His claim that he was told there is no termination fee for any of his accounts however is not accurate. All of his agreements that were with our company had termination fees. Again, they were never charged out of good faith for the relationship he continued to have with our company. I have attached the documentation of the final account of his that was closed which prompted the $750.00 early termination fee charge. You will find that it outlines a term and termination fee reflective of what has just been explained (Page 31, section A.3). At this time, we wish Mr. [redacted] the best moving forward but cannot agree to refund the termination fee he was charged. This was a valid charge and was initiated by this customer breaking the terms of his agreement. We hope this appropriately addresses this concern and fully explains why the termination fee was charged to this customer. Respectfully, Merchant Support Team Advocate Merchant Solutions, Inc.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Per Mr. S[redacted]'s response, his claim that Advopay attempted to contact me after receiving the termination letter is an absolute lie. I requested a confirmation email, which I never received. No phone calls from anyone. We have made attempts to contact Reise W[redacted] and Greg P[redacted] which have all gone unanswered. WE HAVE NEVER GOTTEN ANY CALLS OR RESPONSE FROM OUR ATTEMPTS TO CONTACT ADVOPAY SINCE THE TERMINATION LETTER WAS SENT and Mr. S[redacted] has no dates to support when he says attempts were made to contact us.When we called about our consideration of terminating service with Advopay, the representative provided an address of 9865 East 116th St, Ste. 800, Fishers, IN 46037 as the location where the terminal needed to be sent to which is different than the address that appears on their billing statements. That is why the terminal was sent to that address! Either the representative was in error or they knowingly provided an incorrect address. WE WERE FOLLOWING ISTRUCTIONS PROVIDED BY ADVOPAY AND THE TERMINAL DID IN FACT REACH THAT LOCATION IN THE ALLOTED TIME FRAME AS USPS TRACKING INFORMATION PROVES! As far as their claim they have gone "over and beyond" to accommodate our financial needs, Advopay was charging between 3.3-3.7% cards fees at the time service was terminated. We are currently paying 2.5-2.7% with a new provider.
Regards,
[redacted]
Thank you
for your assistance in resolving this matter. We hope to fully address the
complaint of this former customer with our response today.On October
14, 2015 we received a letter that was actually dated October 1, 2015 (attached)
from Mr. [redacted] owner of [redacted]...
[redacted], LLC.,
demanding the closure of his processing account with AdvoPay. The content within the letter indicates that
the account was supposed to be closed in December 2014 by his new and current
processing company Central Payment (later
confirmed on a recorded call that the closure request to AdvoPay was never
provided by his new company nor him). Upon receiving this notice from Mr. [redacted] the account was closed
immediately and attempts by our retention department to communicate with Mr.
[redacted] were initiated.After
multiple attempts to reach Mr. [redacted] with no return response, a letter
communicating the $750 early termination fee and demand for our equipment was
sent on October 20, 2015. Once again we received no immediate response and per
the agreement and additional notification his account was charged $695 for the
replacement value of the terminal. Following
the ACH on or about November 3rd, 2015 I directly received a call
from Mr. [redacted] indicating that he was trying to close his account and
that all fees should be waived due to fraud. On this recorded call several items were addressed. When asked if he (Mr. [redacted]) signed the
application and contracts he clearly stated that he did sign all the paperwork
but did not sign the personal guarantee section of the equipment No-Charge
Form. During this call he confirmed that
he did sign the agreement, just not the second signature. As communicated with Mr. [redacted], I am not
a signature expert and could not make a recommendation but irrelevant to the
second line which is merely the personal guarantee should the business default,
the previous signature on the no-charge agreement and remaining signatures on
all other documents were indeed valid and again Mr. [redacted] confirmed using
our services for over two years. While Mr.
[redacted] claims in his complaint that the equipment is his, clearly it was
not, as he was provided a no-charge terminal that has a very clear return /
replacement value provision as clarified in my letter (attached) dated October
20, 2015. Once again, the $695 that was
deducted from his account was the replacement value for the equipment that was
not returned as originally agreed. Furthermore,
according to Mr. [redacted], the “other company” was also supposed to pay his
early termination fee with AdvoPay which much like the close letter, never took
place. The $750 early termination fee
was collected upon no response to our multiple attempts to communicate with Mr.
[redacted]. We sincerely
appreciate the opportunity to address the concerns within Mr. [redacted]’s
complaint and recognize that the information contained clearly does not
constitute or warrant any such billing adjustments. Mr. [redacted] used our services for over two
years and violated his contractual agreement. Additionally, Mr. [redacted]
individually, not his new processing company, did not follow required protocol
to properly close his account or return our equipment.Should you
have any additional questions or concern I can be reached directly at
317-813-1611 or j[redacted]@advopayment.com.Thank you again,Jason [redacted] CSOAdvoPay ...
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below Per MrS [redacted] 's response, his claim that Advopay attempted to contact me after receiving the termination letter is an absolute lieI requested a confirmation email, which I never receivedNo phone calls from anyoneWe have made attempts to contact Reise W [redacted] and Greg P [redacted] which have all gone unansweredWE HAVE NEVER GOTTEN ANY CALLS OR RESPONSE FROM OUR ATTEMPTS TO CONTACT ADVOPAY SINCE THE TERMINATION LETTER WAS SENT and MrS [redacted] has no dates to support when he says attempts were made to contact us.When we called about our consideration of terminating service with Advopay, the representative provided an address of East 116th St, Ste800, Fishers, IN as the location where the terminal needed to be sent to which is different than the address that appears on their billing statementsThat is why the terminal was sent to that address! Either the representative was in error or they knowingly provided an incorrect addressWE WERE FOLLOWING ISTRUCTIONS PROVIDED BY ADVOPAY AND THE TERMINAL DID IN FACT REACH THAT LOCATION IN THE ALLOTED TIME FRAME AS USPS TRACKING INFORMATION PROVES! As far as their claim they have gone "over and beyond" to accommodate our financial needs, Advopay was charging between 3.3-3.7% cards fees at the time service was terminatedWe are currently paying 2.5-2.7% with a new provider Regards, [redacted]
We would like to thank you once again for the opportunity to respond to the complaint filed with the Revdex.com by [redacted] As we have reviewed Ms [redacted] s unsatisfactory acceptance of our response we would like to reiterate the documented efforts and factual data that was provided within our original response On three separate occasions, we received communication from Ms [redacted] with regards to her account and billings As provided within our initial response on each of the calls the following was provided: May 17, credit issued in the amount of $in response to Ms [redacted] s concern of end of month standard fees June 13, Ms [redacted] indicated that her service fee (CardPointe) was too high As you will notice not only did we reduce this fee to $10.00, we reduced it $below her original contracted fee of $ July 12, Ms [redacted] contacted our office with regards to our annual rate increase at which time we excluded Ms [redacted] from the increase Not only did we exclude Ms [redacted] s company from the increase, we reduced her processing fees during this call As you will notice Ms [redacted] ’s processing rates were reduce to 0.50% and her transaction fees reduced to $(original contracted rates were 0.75% & $0.15) While we were contacted on October 27, by [redacted] requesting to close the account, we received no such documented formal close request to do so until November 22, by Ms [redacted] Furthermore, and once again, Ms [redacted] indicates that she did not have the proper shipping address however, her close letter dated November 22, clearly indicates that she did in fact have our proper address of East 106th Street Additionally, Ms [redacted] indicates in that very letter with our correct address that the terminal will be shipped “within the next week” While we understand that Ms [redacted] presents her dissatisfaction with our company, it is quite clear that we have demonstrated (documented) extreme efforts to satisfy the concerns and needs for [redacted] and have acted completely within the terms of the contractual agreements We thank you once again for allowing us to provide additional clarity and are with hope that this provides resolve to the matter at hand Sincerely, Jason S [redacted] CSO
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] Todays date is October 27,The response was sent on the 21st and I have not recieved a payback as of yetI do not know what immediately means to this company,but I would think week would be sufficient regards, [redacted]
Mr***’s claim of dishonesty on the part of our company is entirely unfoundedWe have attached the complete correspondence regarding the closing of his final accountsThe initial close request for the three accounts was on 8/24/Two of which were closed immediately due to not having any processing on themThe third, which is the account Mr [redacted] is referring to, was not closed yet at the time he requested an update on 8/31/As you can see in the email chain attached, it is explained that the third was not closed yet (on 8/31/2016) because this account had processing activity in the same monthWe had to wait until the monthly fees were collectedOnce the fees were collected at the beginning of September, the final account was closedAgain, this is what prompted the charge of the early termination feeThe first two accounts listed in his close request were closed immediately upon receiving the notice on 8/24/because of the inactivityWe could do so since there was no activityOut of courtesy, once again, we closed these immediately so he wouldn’t receive any monthly charges for themAlthough the cancellation policy states a 30-day notice is required, we closed these within the last week of the month to prevent any unnecessary charges to Mr***It is unfortunate that Mr [redacted] feels he has been treated unfairlyAs a company, we made several exceptions for his businesses and always strived to provide excellent service for his accountsFurthermore, Mr [redacted] has informed us directly of a slanderous website he is creating regarding our companyWe would like to bring this to light to the Revdex.com as it demonstrates very poor character and business practices on the part of Mr***We have attached a screen shot of this website for your reviewCurrently, it is reflecting a claim that he was “hung up on” by our company which, like many of his other claims, is untrueAll our calls are recorded making this claim very simple to prove otherwise Currently our legal team is considering different courses of action to take against Mr [redacted] for publishing an untrue statement against our company in hopes of damaging our reputationWe hope this matter will be considered resolved and Mr [redacted] remove the claims against our company from the internetThis will prevent any legal action being taken against him and/or [redacted] ***
Thank you for your assistance in resolving this matterWe hope to fully address the complaint of this former customer with our response today.On October 14, we received a letter that was actually dated October 1, (attached) from Mr [redacted] owner of [redacted] [redacted] , LLC., demanding the closure of his processing account with AdvoPay The content within the letter indicates that the account was supposed to be closed in December by his new and current processing company Central Payment (later confirmed on a recorded call that the closure request to AdvoPay was never provided by his new company nor him) Upon receiving this notice from Mr [redacted] the account was closed immediately and attempts by our retention department to communicate with Mr [redacted] were initiated.After multiple attempts to reach Mr [redacted] with no return response, a letter communicating the $early termination fee and demand for our equipment was sent on October 20, Once again we received no immediate response and per the agreement and additional notification his account was charged $for the replacement value of the terminal Following the ACH on or about November 3rd, I directly received a call from Mr [redacted] indicating that he was trying to close his account and that all fees should be waived due to fraud On this recorded call several items were addressed When asked if he (Mr [redacted] ) signed the application and contracts he clearly stated that he did sign all the paperwork but did not sign the personal guarantee section of the equipment No-Charge Form During this call he confirmed that he did sign the agreement, just not the second signature As communicated with Mr [redacted] , I am not a signature expert and could not make a recommendation but irrelevant to the second line which is merely the personal guarantee should the business default, the previous signature on the no-charge agreement and remaining signatures on all other documents were indeed valid and again Mr [redacted] confirmed using our services for over two years While Mr [redacted] claims in his complaint that the equipment is his, clearly it was not, as he was provided a no-charge terminal that has a very clear return / replacement value provision as clarified in my letter (attached) dated October 20, Once again, the $that was deducted from his account was the replacement value for the equipment that was not returned as originally agreed Furthermore, according to Mr [redacted] , the “other company” was also supposed to pay his early termination fee with AdvoPay which much like the close letter, never took place The $early termination fee was collected upon no response to our multiple attempts to communicate with Mr [redacted] We sincerely appreciate the opportunity to address the concerns within Mr [redacted] ’s complaint and recognize that the information contained clearly does not constitute or warrant any such billing adjustments Mr [redacted] used our services for over two years and violated his contractual agreement Additionally, Mr [redacted] individually, not his new processing company, did not follow required protocol to properly close his account or return our equipment.Should you have any additional questions or concern I can be reached directly at 317-813-or j [redacted] @advopayment.com.Thank you again,Jason [redacted] CSOAdvoPay
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.When requesting to close I have listed all the account numbers I've had written down - not knowing which one is the one (and only one) that was still openThe email response from the company (see attached) confirmed that only one account was still openI do not know why the company claims I had more than one and they were doing me a favor.In addition, I have never signed (and never would have signed) a 5-year agreement.As you can clearly see in the attached document, the company isn't being truthfulNot only have they confirmed only one account needs to be closed, there is also no mentioning of any termination fee (as I would have opted to keep it open with no processing activity - way cheaper), only processing fees for the activity that month (there was no activity and no fees charged for activity). Once the charge did go through, they stopped picking up the phone and responding to emails.
Regards,
*** ***
Thank you
for your assistance in resolving this matterWe hope to fully address the
complaint of this former customer with our response today.On July 10,
*** *** of *** *** Alignment Brand Suspension entered into a
year processing agreement through Advocate Merchant Solutions,
Inc.,(AdvoPay).On or about
August 3, AdvoPay received a close letter (attached) requesting the
immediate closure of the *** *** account. Upon several attempts from August 3rd - 6th to
reach Mr*** through his office manager Melissa, our representative was
finally able to communicate with Mr*** on the 12th of August.On August
12, Mr*** communicated with a representative of AdvoPay with regards
to his contractual agreement, termination fees and our company Merchant
Assurance Guarantee Policy. Upon
completion of this conversation all applications, signature pages and accepted
contractual paperwork was sent to Mr*** per his request.On August 17th,
five days after Mr***’s detailed conversation with our representative and after
receiving additional copies of his paperwork, Mr*** forwarded a proposal
from another company. In response that
proposal and in-line with our Merchant Assurance Policy we provided Mr***
a response (attached) on August 17th with a counter proposal
offering lower rates and fees than what was offered by the other provider.Over the
next several weeks after the multiple discussions and documented correspondence
with Mr*** we received a letter (attached) on or about October 23,
whereas Mr*** clearly acknowledges previous conversations regarding
contract and penalty. While the contents
of this letter had never been brought to our attention before we feel that Mr
***’s usage for 2+ years, direct
communication over the years coupled with account rate/fee reduction
modifications and most recent documented correspondence would indicate that Mr
*** fully was aware of the contractual agreement he now claims no knowledge
of.When it was
determined in a final call on October 23, with Mr*** that he would
not continue services the account was closed and the early termination fee of
$was charged to his account. It was
on November 11, that it was brought to the attention of AdvoPay that the
account was charged in duplicate for the early termination fee. Immediately upon receiving such notification
the request was submitted for an immediate refund of the additional $that
was charged in error.While this
additional $fee was caused by a glitch in the system and corrected immediately
upon notification, at no such time did AdvoPay intend to cause intentional
issue to Mr***Clearly
based on the documented email communication within the specific timeline
coupled with supportive signed documentation shows that under no circumstances
was Mr*** ever misrepresented as he claims in his complaint.The refund
that Mr*** seeks has been provided to the extent of the money that was
charged in error. Should you
have any additional questions or concern I can be reached directly at
317-813-or [email protected] you again,Jason S*** CSO
Thank you for your assistance in resolving this matterWe hope to fully address thecomplaint of this customer with our response today as many claims that have beenbrought to the attention of the Revdex.com are quite inaccurate and untrue.On July 24,*** ***, owner of *** *** ***
***., entered into asixty (60) month merchant processing agreement through Advocate MerchantSolutions, Inc. As verified by Ms.***’s signature on page 33, the Confirmation Page, a complete copy of the MerchantProcessing Agreement was provided and Ms*** agreed to all terms andconditions within the contractual agreement. Furthermore, an additional copy of the MPA was FedEx to her location onAugust 4, along with her complete welcome kit, terminal and documentationwith logo stickers. As part of our standardquality assurance practice and guarantee we provide every merchant client a60-days no mistakes, no regrets trial period along with a price assuranceguarantee for the term of the agreement. Over the past year since *** *** began processing we have accommodatedany concerns that Ms*** brought to our attention. *** *** continues to utilize our processingservices as of September 11, During the time of application Ms*** also signed and personally agreed to ourterminal placement program for which he was provided a VXterminal for useduring the contractual agreement. At alater time based on specific paper requirements of the business it wasdetermined that a different terminal was needed. An FDterminal, considerably moreexpensive than the previous terminal was provided to Ms***man foruse. Typically the FDterminal, asstated on the usage contract carries a $monthly warranty fee, however, ingood faith and in an effort to accommodate Ms***’s needs, AdvocateMerchant Solutions reduced the monthly fee to only $ Ms*** claims that she was lied to and that the agent did not complete an online compliance serviceon her behalf. Unfortunately as part ofsecurity regulation and compliance, the agent nor company can complete any suchcompliances on behalf of our customers any longer. While we assisted Ms*** with her complianceupon account setup, Advocate Merchant Solutions also instructed all of ourcustomers numerous times throughout the year of the annual requirements thatwould need to be completed. AdvocateMerchant Solutions does not claim any responsibility to failed actions orrequired renewal obligations not completed by its customers. While we would have been more than happy toadvise her of the steps towards compliance, this is not an issue that she hasever brought to our attention. Furthermore, every customer receives important regulatory and complianceinformation on our monthly statements and mailings. Our compliance section on our website isdesigned for ease and simplicity of all of our customers to complete their requirements. https://pci2.trustwave.com/action.phpAt no such time has anyone threatened Ms*** or any of her staff regarding "ruining" their credit as she claims in the complaint. Ms*** was told that if she did cancel, the equipment would need to be returned within days of cancellation to avoid collections for replacement costs. No threat was ever made.While we have communicated with Ms*** a few times over the past year we continue toaccommodate her specific needs. This report to the Revdex.com has come as a complete surprise as this morning modificationswere made to this account reducing the minimum monthly fees, once again, to accommodateher claimed financial needs. It is with hopes that the Revdex.com recognizes the contractualobligation and invalid claims as documented within this complaint. AdvoPay has only operated in good faith andcontinues to provide a credible service to His Hands.Should you have any additional questions or concern I can be reached directly at*** or j***@advopayment.com.Thank you again, Jason S*** CSOAdvocate Merchant Solutions
To Whom It May Concern,We received a Cease and Desist letter from Mr*** postmarked September 8th, Concerned about the assertions made regarding lack of contact from our Merchant Support Team and failure to receive the agreed-upon incentives, I had the file pulled for review.Our records show
that Mr*** signed the Simplified Conversion Incentive Agreement (SCIA) on 9/7/Our banking records indicate that the one-time incentive payment of $to Mr*** cleared our account on 10/23/Mr*** also signed the EMV Rebate Incentive agreement on 9/7/The agreed-upon incentive amount of $cleared our account on 10/23/Both payments were sent via ACH and there is a clear and demonstrable payment trail. I have attached copies of both signed agreements along with the cancelled check receipt showing the payments were sent via ACH to Mr***'s BankBoth the SCIA and the EMV agreements are personal guarantees signed by Mr*** and both require him to reimburse us within (10) ten days of any cancellation date prior to the expiration of the Initial Term of five years as agreed-upon in the Merchant Processing Agreement (MPA). On the copies of the agreements that I attached to this response that were signed by Mr***, I drew an arrow and underlined the relevant paragraphs of each agreement where he agreed to these items. I was also concerned by his statement that he has had “zero luck communicating with [our] office”We keep an electronic call log of all communications with our customersOur audit log indicates that you received proactive “check-in” calls on 3/29, 4/and 6/in aloneOn the 6/call, you stated that everything is “going great” according to our notes.We reached out to Mr*** in a letter sent 9/13/which I have also included here as an attachment in an effort to have him contact our office and resolve this issue. He has not contacted us. As stated in the letter referenced above, since we do not hear from Mr***We have accepted his notice of cancellation of the Merchant Processing Agreement before the Initial Term and we will be enforcing the provisions of our written agreementHe did not return the Vxterminal within days from the date of this letter as it was provided to him on a “no charge” agreementFailure to return the equipment has resulted in an additional charge of $per the No-Charge Terminal Placement Program agreement signed by Mr*** which I have also included in the documentationAs noted above, Mr*** was also provided a SCIA incentive in the amount of $As consideration for accepting this incentive, he agreed, in writing, to process all applicable credit/transactions through our companyThis incentive was to be repaid in full within days of the date of prematurely cancelling his agreement with usIn addition, he was provided an EMV Rebate Incentive of $upon switching to our servicesAs consideration for accepting this rebate, he agreed, in writing, to process all applicable credit/transactions through our companyThis was to be paid in full within days of the date of cancelling the agreementAn Early Termination Fee (ETF) of $was also assessed as provided for in his signed Merchant Processing Agreement as he terminated the Merchant Processing Agreement before the end of the Initial Term. All of these agreements are signed by Mr*** and we have provided him multiple copies documenting his agreement and signature in his own hand. Since have not heard from Mr*** or received this equipment and rebate incentive check by September 25th, 2017, the total charged to your account or sent to collections is $2145.00.As for Mr***'s request that we stop accessing his bank account, we made an initial attempt to debit his account via ACH per his agreement once the charge became due, since that debit was declined, we have not attempted nor will attempt to access his bank account a second time. The account has now been referred to collections. We maintain that there is nothing fraudulent or misleading about this agreement as it is in writing and the terms are very clear. Thank you for the opportunity to explain our position. Please contact me if you need any further documentation or explanation.Clark G***, Esq.Chief Compliance OfficerCardConnectDirect LLC
Thank you for providing us the opportunity to respond to this complaint. As discussed in a call between the CEO of Advocate Merchant Solutions and Mr*** directly on October 20, 2015 it was determined that while there was no supportive written documentation to verify the
complaint presented to the Revdex.com a full refund for the $would be made out of good faith. The refund request has been submitted and will be ACH deposited into Mr*** account immediately.Thank you,Jason ***CSO
Thank you for your assistance in resolving this matterWe hope to fully address the complaint of this former customer with our response todayOn May 16, 2014, Mr*** *** of *** *** *** *** entered into a two-year merchant processing agreement with Advocate Merchant Solutions, Inc
(AdvoPay), by both signature and personal guarantee. While it is not customary to provide any reduction in term less than five years, out of good faith we made an exception to earn Mr***’s business and shortened his contractual term by three years. Additionally, on May 16, 2014, Mr*** entered into a No-Charge equipment program (attached) that would run concurrently with his processing agreementMr*** indicated within his letter that he had communication with our agent, MsKimberly P*** in which he requested a total rate not to exceed 3%. Mr*** further states that MsP*** “promised” a rate between 2.5% - 3% total. While AdvoPay can control our costs and fees it is not possible to control the rates and fees charged by the card issuing banks (interchange) or (ieVisa or MasterCard). We are providing a couple statement messages that appeared on Mr***’s monthly bil***gs. By law, any modifications made by the processor, banks or networks must be documented with notice and provide an acceptance clause as wellMr*** contacted our office on only a few occasions over the past two years and based on his call activity, at no such time were we unwilling to assist. On August 19, we were contacted regarding compliance fees that were charged due to not having verification from Mr*** that he was indeed PCI compliant. On that date once we received verification an account credit was immediately applied to Mr***’s account for two months of non-compliance fees. On September 8, Mr*** contacted our office once again regarding some of his fees (Statement & Data Breach Insurance). Upon communicating with MsA***, one of our customer service managers, his statement fee was reduced to $and the data breach insurance was removed. This was the last correspondence we had with Mr***While Mr*** indicates that he is requesting a refund, no refund is due. Any increase in rates or fees was disclosed to Mr*** over the years that he processed with us (a copy of all statement notices have been provided) of which he never communicated any such additional concerns that were not already addressed. Furthermore, Mr*** has indeed been turned in to a collection agency for failure to return the equipment used under our No-Charge program. We have attempted to reach Mr*** by way of phone and mail with no return correspondence. As you will notice within the attached agreement, by way of signature and personal guarantee, Merchant agrees to license the use of the Equipment from ***. Merchant agrees that Equipment is the property of ***, and must be returned in good and working condition within ten (10) days of the termination or expiration of the Merchant Account with ***. If the Equipment is not timely returned, Merchant agrees to pay to *** the replacement value of the Equipment of $for the Verifone Vxterminal. If Mr*** would like to be removed from collections he will need to pay the replacement cost of $for the equipment as he did not return it in the allotted and agreed upon time. In closing, Mr*** has rejected several fees for his final processing services in March 2016. While his contractual agreement wasn’t up until May and based on his silence, we have closed his account without the early termination fee of $Should you have any additional questions or concern I can be reached directly at 317-813-or js***@advopayment.comIt is with sincere appreciation that you have allowed us this opportunity to clarify the situation that is again a clear and definite result of a contractual obligation violated Thank you again, Jason S*** CSO AdvoPay
In response to your letter dated November 5, and complaint I thank you once again for the opportunity to clarify Ms***'s complaint
While we have provided signed supportive documentation by Ms*** as it relates to the majority of her complaints I am providing within this envelope a copy of our original response as our stance has not changed based on Ms***'s latest correspondenceMs*** did however bring up a couple of new items and we will address them within this letter
Our name change has nothing to do with the Revdex.com or our existing client baseWe have no embarrassment in communicating with our clients and resolving any such concerns that may be brought to our attentionHowever, when responding to a complaint or concern we ask that our clients are truthful in the capacity that documented verification holds greater weight than an invalid claim
At no such time did we misrepresent this merchant nor have we made any such threats to ruin her creditWe have worked with Ms*** and have told her repeatedly that we have a merchant assurance policy and guarantee the lowest rates against a competitor's valid documented quoteCompany standards do not just lower rates based on a customer's demand to pay lessYes, the rates for the company have gone up and any such change to rates or fees are always disclosed on the statement days priorReading monthly billing statements and statement messages would be Ms***'s solution as we provide a 30-day notice to agree or disagree with any such changesNot agreeing with change notifications within the allotted time frame would typically result in being omitted from any such changes
Clearly on the application agreement from July 24, there is a monthly minimum fee of $This was not an added fee and not a surprise as Ms*** presents in her responseWhile we have offered to work with Ms*** based on the content and documented verifications within the previous Revdex.com response and this one, it appears that Ms*** will continue to add issues until she has been released from the contractual agreement which we would be more than happy to do upon receiving the terminal and early termination fee of $
Thank you,
Jason S***
I reviewed what advopay ( new name:: CardConnect, they changed their name to avoid embarrassment from Revdex.com complaints, since we are not the first one's to complain of the same items. They call me the wrong name, and refer to me (she) as a he, I am a woman, my name is Mrs. [redacted] not [redacted]man, they had that wrong a couple times in their response. Also, we never had but one machine, and fd100, they are lying again.. Also, they never emailed us or called us as they said they have. ever! We have called and emailed them several times and no one ever responds back to us, ever! They continue to lie to us, and yes, they did threaten to take $750 from our account when I told them I refused to pay early termination fee, since the rep never told us about any of the above, he also told us we would not have to pay for pci compliance, and the card reader would be exactly like our last one that we had from National Bankcard, not advopay/cardconnect, that took bigger paper. We have tried to contact them about lower rates and they never tried to work with us, just now because you all sent my complaint they are saying they did reduce all our rates, and we never received any proof of this rate reduction. I found my paper work (packet) and it clearly was not signed and I can prove it, they said they would send over via email to us all our agreements and have never produced any of this to us, nor rate reductions, we pay $25 a month whether we use it or not, our rates are almost double from what national bankcard charged us, they had no early termination fees, and never lied to us, always answered our ?'s and calls, emailed us or called us back, this company is a farce, and I am sick of their lies. We have called them several times to rectify this whole matter. I want to send the p.o.s back and not have to be penalized and be done with this company, that is all! I can as I stated show you an unsigned back page of the packet, whatever they are saying I signed was not official. I have had my advisors tell me that everything we would've signed would have to be not just signed but each of the bullet points would have to be initialed and we have a blank packet, and without signatures on my end. Please look over the other comments made to your Revdex.com by other businesses, this company is horrible. When I called to tell the person on the phone I just wanted to send it back they told me they would debit our account for $750 automatically, I told them that we could not afford all the charges they have high fees, and never did they try to work with us on lowered rates and I have sent them two other proposals by other companies, and they conveniently did not get those faxes/or emails, we even called them a couple times to work this out, asking for them to lower our fees, they would not even budge. So once again, they are lying about working with us. It was not a surprise to them at all since we have told them they need to resolve this matter, yes, I do use the machine since we have to we are still being charged for it and cannot send it back, they did tell us they would ruin our credit if we did not pay in full the $750. They are just trying to play the nice guy to you to keep their credibility, which is already ruined by the businesses who have complained already, and only a matter of time before they have even more. I will not accept their lies, they never provided any proof of lowered rates at any time, which shouldve been done officially in writing, signed and dated, they are telling you this to get you to believe in them and get us to back down, I refuse to since we are still stuck with a machine with high rates or if we send it back they will take $750 right from our bank account.Regards,[redacted]
We appreciate the
opportunity to clarify for the Revdex.com the concerns that have been brought forth in
a recent complaint by the wife of the owner of Northland Chiropractic Center.
The information contained within the review was false and extremely misleading.
Based on the nature and complexity...
of the complaint we are providing you along
with this letter very specific documentation relating to the contractual
agreements signed and personally agreed to by Dr. [redacted] (100% owner as
signed on the application agreements) along with a chronological timeline of
the account activity with Advocate Merchant Solutions.December 16, 2012 Dr. [redacted], owner of Northland
Chiropractic Center “1” enters into a processing contract through
AdvoPay.December 16, 2012 Dr. [redacted] enters into a No-Charge
terminal program (attached) with AdvoPay. February 22, 2013 Dr. [redacted], owner of Northland
Chiropractic Center “2” enters into an additional processing contract
through AdvoPay for a new location.February 22, 2013 Dr. [redacted] enters into a Virtual Terminal
processing agreement with AdvoPay for the new location.July 6, 2013 * [redacted] contacts AdvoPay and communicates with Greg P[redacted] (Customer Service Manager) that Dr. [redacted] is requesting to close the processing agreement for the Northland Chiropractic Center #2. Greg communicatretchenes with [redacted] that Dr. [redacted] is currently under
contract and although there is a $750 early termination fee to close, out of
good faith a conditional waiver was provided (attached). As you will
notice the conditional waiver is contingent on Northland Chiropractic Center “1” maintaining good standing through the entirety of its contractual term ending
on October 22, 2017. Furthermore, the agreement clearly states, “If
this account is closed any time before the expiration of its five year term,
the early termination fee for both accounts will be assessed, totaling $1500”.October 5, 2015 [redacted] called AdvoPay and indicated that
they wanted to close the account immediately. During this call it was
discussed that Dr. [redacted] had signed two contractual agreements as well as a
conditional release for the second location. [redacted] became defensive
and stated on this call that they would not be paying this fee. It was
also discussed that they were in possession of a terminal that was provided for use during the contractual agreement that
was to be returned within 10 days of this cancellation.October 5, 2015 a letter (attached) from Jason S[redacted], CSO, was
sent to Dr. [redacted] indicating the following:The account was confirmed closed on October 5, 2015The terminal must be returned within 10 days of the date of
closing (October 15, 2015)Reiteration of terminal replacement fee, $1450.October 15, 2015 the equipment had not been returned and the ACH
bank withdraw for the replacement value had been submitted as agreed to on the
No-Charge Agreement signed October 16, 2012.October 16, 2015 the equipment arrived at AdvoPay beyond the
allotted return period. The equipment was rejected at it was not received
on time according to the agreement. On or about October 28th the ACH was rejected by
Northland Chiropractic Clinic.At this point the
account will be turned over to collections for the equipment that was not returned
within the allotted time.We have tried to accommodate
the needs of this merchant as clearly documented. The complaint is unjust misrepresented and
coupled with the initial false review on the Revdex.com site should be removed immediately. Should you have
any additional questions please do not hesitate to contact me directly.Thank you,Jason S[redacted]CSO
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
In response to Mr. S[redacted]’s/Mr. P[redacted]’s attempt to “provide additional clarity and resolve to the matter at hand”, he/they ignored the points I mentioned in the follow up. They only reiterate what they refer to as their “extreme efforts to satisfy the concerns and needs” of our business.To respond to their point about the credit of $256.69 being issued on the date of 05/17/2016, the first day of business operation under our new ownership did not occur until 05/08/2016. We were being billed for, we guess, just having an account set up with them, but we did not start to accept credit card payments before our opening date of 05/08/2016.Advopay/Card Connect cites two others instances where we contacted them about rates that were higher than we had been told we would receive. While rates were reduced marginally for a month or two, it was certainly not in line with what other credit card processing companies could offer, and Advopay's overall rates continued to increase.It was because of this, that we decided--even with paying the $750 early termination fee--that we could make up that amount in approximately a year’s time by going with the lower rates we are currently receiving with a processor that does not even require a contract.Mr. S[redacted]/Mr. P[redacted] again refer to the point that we must have had the correct shipping address to send the terminal to just because of the fact it was noted on my termination letter, however, they completely ignored the point I was trying to make. If they go back and listen to the recorded call between an Advopay representative and [redacted] on 10/27/2016, they will find that this individual provided a different address that the terminal needed to be shipped to. [redacted] read the address information back to this individual and it was confirmed. It is inconceivable that we would just pull some random address out of the air to send the terminal to unless that is was one we had been provided with. Obviously, it did in time get to the correct address, BUT IT IS NOT OUR FAULT THAT WE WERE EITHER MISTAKENLY OR INTENTIONALLY GIVEN AN INCORRECT ADDRESS BY AN ADVOPAY/CARD CONNECT EMPLOYEE OR IF ADVOPAY CHANGED THEIR ADDRESS IN THE INTERIM.Additionally, the ACH debit of $1,095 that Advopay took from our account on 12/14/2016 was never brought to our attention by them until we noticed it ourselves several days after the fact. Fortunately, we did not have any outstanding checks that were not covered by having that much taken from our account without our prior knowledge, but once again, it only cements in our mind Advopay’s unethical business practices. Because we have never been able to get anyone from this organization to respond to us directly, it has been extremely difficult to rectify this situation. It has left us with no other avenue than to try to bring this situation to light through the Revdex.com, as well as filing a complaint with the Colorado Attorney General’s office.
[redacted]
Mr. [redacted]’s claim of dishonesty on the part of our company is entirely unfounded. We have attached the complete correspondence regarding the closing of his final accounts. The initial close request for the three accounts was on 8/24/2016. Two of which were closed immediately due to not having any processing on them. The third, which is the account Mr. [redacted] is referring to, was not closed yet at the time he requested an update on 8/31/2016. As you can see in the email chain attached, it is explained that the third was not closed yet (on 8/31/2016) because this account had processing activity in the same month. We had to wait until the monthly fees were collected. Once the fees were collected at the beginning of September, the final account was closed. Again, this is what prompted the charge of the early termination fee. The first two accounts listed in his close request were closed immediately upon receiving the notice on 8/24/2016 because of the inactivity. We could do so since there was no activity. Out of courtesy, once again, we closed these immediately so he wouldn’t receive any monthly charges for them. Although the cancellation policy states a 30-day notice is required, we closed these within the last week of the month to prevent any unnecessary charges to Mr. [redacted]. It is unfortunate that Mr. [redacted] feels he has been treated unfairly. As a company, we made several exceptions for his businesses and always strived to provide excellent service for his accounts. Furthermore, Mr. [redacted] has informed us directly of a slanderous website he is creating regarding our company. We would like to bring this to light to the Revdex.com as it demonstrates very poor character and business practices on the part of Mr. [redacted]. We have attached a screen shot of this website for your review. Currently, it is reflecting a claim that he was “hung up on” by our company which, like many of his other claims, is untrue. All our calls are recorded making this claim very simple to prove otherwise. Currently our legal team is considering different courses of action to take against Mr. [redacted] for publishing an untrue statement against our company in hopes of damaging our reputation. We hope this matter will be considered resolved and Mr. [redacted] remove the false claims against our company from the internet. This will prevent any legal action being taken against him and/or [redacted].
Thank you for allowing us the opportunity to provide clarity and closure to the submitted complaint by [redacted] of [redacted]. On February 13, 2016 [redacted]., ([redacted]) entered into a five-year agreement with our company. Upon entering into the agreement [redacted] was...
provided an EMV Rebate incentive in the amount of $200 as well as a no-charge terminal (agreements attached). Ms. [redacted] alleges in her complaint that she sent a cancellation notification on November 21, 2016 via email, however, as you will notice on the attached dated letter, Ms. [redacted] did not forward or request closure until the 22nd of November, 2016. Included within her request Ms. [redacted] indicates that the reason for closure is due to increasing rates and has contacted us regarding such concerns on more than one occasion. In an ongoing effort to provide our clients the utmost valued services we continually exceed the expectations and needs of our clients. I have attached to this response line items of dates of communication with Ms. [redacted] as well as changes made to her account about those very conversations on those specific dates. May 17, 2016 we issued a credit in the amount of $256.69 in response to Ms. [redacted]s concern of end of month standard fees. June 13, 2016 Ms. [redacted] indicated that her service fee (CardPointe) was too high. As you will notice not only did we reduce this fee to $10.00, we reduced it $5.00 below her original contracted fee of $15.00. July 12, 2016 Ms. [redacted] contacted our office with regards to our annual rate increase at which time we excluded Ms. [redacted] from the increase. Not only did we exclude Ms. [redacted]s company from the increase, we reduced her processing fees during this call. As you will notice Ms. [redacted]’s processing rates were reduce to 0.50% and her transaction fees reduced to $0.10 (original contracted rates were 0.75% & $0.15). I can assure you that while the complaint references greed, these documented reductions clearly verify that we went over and beyond to facilitate Ms. [redacted]s requests and needs. Continuing within the letter dated November 22, 2016 Ms. [redacted] references that she understands she must return the terminal and that it would be shipped within the “next week”. Per the terms of the No-charge agreement (attached) the terminal must be returned to our office within 10-days of termination. While we attempted to contact Ms. [redacted] after receiving her termination letter, no communication was returned, however, Ms. [redacted] indicates in her complaint to the Revdex.com that she did not have the correct address for shipping, yet her termination letter dated November 22, 2016 has our correct mailing address (please see letter). Upon receiving the terminal beyond the allotted return time, it was indeed rejected and the replacement value was charged to her account in the amount of $895.00, 100% in accordance with the contractual agreement signed and personally agreed to by Ms. [redacted]. Similarly, the EMV rebate has an identical provision as it relates to the $200 incentive and requirement to repay within the allotted 10 days. Clearly it is documented that we have gone over and beyond to accommodate the concerns and financial needs for [redacted]. We have acted completely by the contractual agreements entered by Ms. [redacted] and find that the complaint is both inaccurate and untrue. We welcome the opportunity to re-open the account and service their processing needs. Thank you, Jason S[redacted] CSO
We appreciate the opportunity to address this issue. As a company who values all of their customers it is unfortunate to hear that this customer feels he was treated unfairly or lied to. We would like to provide a thorough explanation as to why there was a termination fee charged to Mr. [redacted] upon...
closing his account with us. Over the last few years Mr. [redacted] has worked with our company with several of his businesses that he has started, owned, sold, closed, etc… Due to this continued business relationship, our sales team would provide a very low rate to him for our services and out of courtesy open and close accounts with no charge, despite each one being a documented 5-year term. However, throughout the past year the accounts Mr. [redacted] had with our company continued to be closed without any new accounts being brought on. Although this would typically prompt a change in his agreement with our office, out of courtesy, we allowed them to be closed with no termination fees charged. We appreciated his business and had no issue at those times. Finally, on August 24th, 2016 there was an email correspondence sent from Mr. [redacted] stating he needs to close all remaining accounts because the businesses were closing. There were three accounts left that were referenced in his letter of cancellation. All three of these accounts were still under the 5-year term. The only charge to Mr. [redacted] for this request was one termination fee. It was explained to him that since he didn’t have any other accounts and these were under the term still, the termination fee would be assessed. The documentation for each clearly state that there is a 5-year term and a termination fee of $750.00 if cancelled before the end of term. Out of courtesy to this customer and the working relationship we had, we elected to only charge one fee for all of them. We understand this customer feels he should not have been charged because it was always waived in the past. His claim that he was told there is no termination fee for any of his accounts however is not accurate. All of his agreements that were with our company had termination fees. Again, they were never charged out of good faith for the relationship he continued to have with our company. I have attached the documentation of the final account of his that was closed which prompted the $750.00 early termination fee charge. You will find that it outlines a term and termination fee reflective of what has just been explained (Page 31, section A.3). At this time, we wish Mr. [redacted] the best moving forward but cannot agree to refund the termination fee he was charged. This was a valid charge and was initiated by this customer breaking the terms of his agreement. We hope this appropriately addresses this concern and fully explains why the termination fee was charged to this customer. Respectfully, Merchant Support Team Advocate Merchant Solutions, Inc.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Per Mr. S[redacted]'s response, his claim that Advopay attempted to contact me after receiving the termination letter is an absolute lie. I requested a confirmation email, which I never received. No phone calls from anyone. We have made attempts to contact Reise W[redacted] and Greg P[redacted] which have all gone unanswered. WE HAVE NEVER GOTTEN ANY CALLS OR RESPONSE FROM OUR ATTEMPTS TO CONTACT ADVOPAY SINCE THE TERMINATION LETTER WAS SENT and Mr. S[redacted] has no dates to support when he says attempts were made to contact us.When we called about our consideration of terminating service with Advopay, the representative provided an address of 9865 East 116th St, Ste. 800, Fishers, IN 46037 as the location where the terminal needed to be sent to which is different than the address that appears on their billing statements. That is why the terminal was sent to that address! Either the representative was in error or they knowingly provided an incorrect address. WE WERE FOLLOWING ISTRUCTIONS PROVIDED BY ADVOPAY AND THE TERMINAL DID IN FACT REACH THAT LOCATION IN THE ALLOTED TIME FRAME AS USPS TRACKING INFORMATION PROVES! As far as their claim they have gone "over and beyond" to accommodate our financial needs, Advopay was charging between 3.3-3.7% cards fees at the time service was terminated. We are currently paying 2.5-2.7% with a new provider.
Regards,
[redacted]
Thank you
for your assistance in resolving this matter. We hope to fully address the
complaint of this former customer with our response today.On October
14, 2015 we received a letter that was actually dated October 1, 2015 (attached)
from Mr. [redacted] owner of [redacted]...
[redacted], LLC.,
demanding the closure of his processing account with AdvoPay. The content within the letter indicates that
the account was supposed to be closed in December 2014 by his new and current
processing company Central Payment (later
confirmed on a recorded call that the closure request to AdvoPay was never
provided by his new company nor him). Upon receiving this notice from Mr. [redacted] the account was closed
immediately and attempts by our retention department to communicate with Mr.
[redacted] were initiated.After
multiple attempts to reach Mr. [redacted] with no return response, a letter
communicating the $750 early termination fee and demand for our equipment was
sent on October 20, 2015. Once again we received no immediate response and per
the agreement and additional notification his account was charged $695 for the
replacement value of the terminal. Following
the ACH on or about November 3rd, 2015 I directly received a call
from Mr. [redacted] indicating that he was trying to close his account and
that all fees should be waived due to fraud. On this recorded call several items were addressed. When asked if he (Mr. [redacted]) signed the
application and contracts he clearly stated that he did sign all the paperwork
but did not sign the personal guarantee section of the equipment No-Charge
Form. During this call he confirmed that
he did sign the agreement, just not the second signature. As communicated with Mr. [redacted], I am not
a signature expert and could not make a recommendation but irrelevant to the
second line which is merely the personal guarantee should the business default,
the previous signature on the no-charge agreement and remaining signatures on
all other documents were indeed valid and again Mr. [redacted] confirmed using
our services for over two years. While Mr.
[redacted] claims in his complaint that the equipment is his, clearly it was
not, as he was provided a no-charge terminal that has a very clear return /
replacement value provision as clarified in my letter (attached) dated October
20, 2015. Once again, the $695 that was
deducted from his account was the replacement value for the equipment that was
not returned as originally agreed. Furthermore,
according to Mr. [redacted], the “other company” was also supposed to pay his
early termination fee with AdvoPay which much like the close letter, never took
place. The $750 early termination fee
was collected upon no response to our multiple attempts to communicate with Mr.
[redacted]. We sincerely
appreciate the opportunity to address the concerns within Mr. [redacted]’s
complaint and recognize that the information contained clearly does not
constitute or warrant any such billing adjustments. Mr. [redacted] used our services for over two
years and violated his contractual agreement. Additionally, Mr. [redacted]
individually, not his new processing company, did not follow required protocol
to properly close his account or return our equipment.Should you
have any additional questions or concern I can be reached directly at
317-813-1611 or j[redacted]@advopayment.com.Thank you again,Jason [redacted] CSOAdvoPay ...