CardFlex Inc

February 20, 2014
 
Better Business...

Bureau
 
Re:         Complaint [redacted]
                [redacted]
               
To whom it may concern,
Thank you for giving CardFlex the opportunity to respond to the complaint made by [redacted]. We continually strive to provide exceptional customer service to our clients and regret that she was dissatisfied with the service she received from us.
 
Response:
 
In December 2013 CardFlex mailed notices to their existing cardholders informing them that our existing prepaid card program was being closed and a new card Card would be reissued. In that correspondence customers were provided with an “Authorization for ACH Credits (Direct Deposit) of Prepaid Card Balance” form they could complete and return for processing. The customer called us and informed us her card was not working at which time we asked if the customer received our correspondence.  We verified that her address was the same as we had on file.  The customer contacted our customer service department on February 6, 2014 and requested we send her the form again to transfer her balance. The form was returned to CardFlex the following day and we in turn sent the request to the bank to process the ACH (Direct Deposit) demand.
CardFlex did not have the ability to process the transaction and it was necessary to forward the request to the bank for processing. The bank authorization form signed by the customer informs them that refunds made via ACH credit will be made within 10 business days of the banks receipt of the form.  The balance on the prepaid card at that time was $808.87. Upon receipt of the request it was determined that there was a preauthorized charge against the prepaid card in the amount of $809.00 that would not expire (drop off) until February 15, 2014. On the first business day after the preauthorization expired, Tuesday, February 18th (Monday, February 17th was a holiday) CardFlex sent a second request to the bank to transfer the customer’s funds due to the balance being held for a preauthorization it needed to clear before monies could be released.
We have verified with the bank that the request has been received and we are working with our bank liaison to expedite her transfer.
 
 
 
 We contacted the customer on February 20th, after receiving her complaint and provided her with an explanation for the delay and an update on the status of her balance transfer advising her that the net amount available after the preauthorized charge was processed. 
Please let me know if you would like any additional information regarding this complaint.
Sincerely,
 
[redacted]
###-###-####

Thank you for your assistance in posting our response.
 
 
[redacted]
 
 
We are sorry to hear your company is no longer doing business with us. CardFlex continuously strives to provide our customers with the lowest fees possible and our services are priced competitively.  
 
We apologize if you feel you were misled about your contract and the terms of the agreement;  however all the documents that you signed, clearly describe our services and applicable fees. Your initial term was a (3) three  year term which will auto renew for an additional (3) three year term at the anniversary date unless cancelled.  See the specific sections of the contract terms included below that you are disputing.
 
22.2
The initial term of this Agreement shall commence and shall continue in
force for three years after it becomes effective. Thereafter, this Agreement
shall be automatically renewed for successive like three year terms unless
sooner terminated pursuant to the terms and conditions of this section 22.
 
22.
Termination of this Agreement prior to
expiration of the Term or any renewal Term shall result in the assessment of
an account termination fee in an amount equal to the greater of (i) the
average monthly processing fees charged to the merchant for the previous
12 months (or such shorter time if the merchant has processed for less than
12 months) multiplied by the number of months remaining under the
agreement, or (ii) $250.
 
When you signed the contract you confirmed you have read and understood the terms you were agreeing to.  If the contract terms had been negotiated, and/or changed as you outlined in the complaint, this would have been documented within the contract which in this case it wasn’t. 
 
In addition, our customer service  notes detail conversations with your company prior to the account closure that  clearly indicate that your company was aware of the early termination fee.  In an effort to retain your business we even offered your company a rate reduction that matched  the quoted pricing you were getting from the other company.  You still with full knowledge of the contract terms choose to close your business account with us.
 
 
At this time CardFlex we will not be refunding your early termination fee.  If you choose to re-utilize our services and fulfill your signed agreement and contract, the early termination fee will be refunded. 
 
Please feel free to contact the Director of Operations at [redacted] if you would like  to further discuss the issue. 
 
Thank you.

In your correspondence you state that this is a consumer complaint, that is not accurate as merchant processing is a business to business relationship.  I would request that you consider not posting this since it is a business to business relationship and we are not in this capacity transacting...

with a consumer.
Let me know.  Thank you.

Please allow us to resubmit our response.  When I spoke on the phone with Ms. ** I let her know that we believed that we had already submitted a response.  The person that was...

assisting us previously is no longer with us unfortunately and could not find a record of her response.   
Mr. [redacted]’s request was that his money was to be refunded.  This matter was resolved as we completed this request on October 14, 2014.  We in addition sent him a letter apologizing for not responding to him in a timely manner.
 
I found the information today as to how to log onto the Revdex.com site and review a complaint but the complaint was already closed.
 
I would ask that we be allowed to respond in order to complete the record as this results in an F rating. 
 
It was very difficult learning that Revdex.com would no longer allow us to be members based on litigation that has not yet been proven. 
 
Thank you for your time.
 
Linda Meek | Compliance and Human Resources
 
CardFlex®, Inc.
Progressive & Innovative Payment Solutions
 
Office: 866.634.3044 ext. x1612
Fax: 714.617.7894
Email:  [email protected]
www.cardflexnow.com
     
Connect with us!
 
      
 
This email transmission and any attachments are for the sole purpose of the intended recipient(s) and may contain confidential and privileged information that is the sole property of CardFlex®, Inc. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender and destroy and delete all copies of this email and any attachments.

We disagree with the merchant's response.  it's unfortunate his was unwilling to fulfill his contractual commitment.

size="4">To
whom it may concern,
Thank you for giving us the opportunity to respond to the
complaint made by [redacted] on  August
9th, 2015. We continually strive to provide exceptional customer
service to our clients and regret that she was dissatisfied with the service she
received. [redacted] statement of desired settlement have already been completed prior to this response. 
As of August 11th
[redacted] prepaid debit card was activated upon our receiving additional
information from her employer.
 
[redacted] stated
accurately that we do ask our customers for identifying information and if we
are not able to validate it on our own we ask for additional documentation.  Depending upon how quickly our customer
responds to this request can have an impact upon the timing of a card being
activated.  We provide information as to
our services and applicable prepaid card terms to each employer and each
potential cardholder proactively.  In
addition, to our call center we also encourage our customers to learn more
about our prepaid card services on our website: www.cardflexprepaid.com
where they can find additional information and tips.
 
[redacted] is a valued
customer.  We also want to clarify that
electing to use a prepaid card is always a choice and we hope that she will
give us the opportunity to continue to service her account. 
Sincerely,
 
 
 
The Prepaid Solutions Agent
Team

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
This is absolutely ridiculous.  This corporation or so called company is just taking advantage of a small business located in another state.  When we signed with the new company we were under the impression there would be a just a $295 cancellation fee, JUST LIKE WE WERE TOLD!!! AT THE TIME OF SIGNING.   IF WE HAD THE CORRECT FACTS, WE WOULD HAVE STAYED WITH THIS TERRIBLE COMPANY AND WOULD HAVE WORKED SOMETHING ELSE OUT UNTIL WE LEFT THEM.    This company is holing us to an agreement that was false and that was not acknowledged.  They say they do not have all the so called recordings of all of my calls and complaints and that are no Records of our dissatisfaction????  well they keep saying they have all our calls recorded that we have been discussing since I tried to resolve this matter with this so called business organization on my own.  Please pull out all the recordings.  Lets all listen to them and let us be the decision maker if you are going to refund our money or not.  This company is just throwing around their strength to beat up a small business that was lied to.  We are aware of all the documents you keep sending us and copies of your agreements, but this still has nothing to do with me because we were lied to.  I am demanding our full monies to be returned.  ASAP.    This is absolute fraud.
Regards,
[redacted]

Review: I received my first paycheck through my new job that will only pay by direct deposit on this company's prepaid card on Friday August 7, 2015. The available balance on the card reflects this, but my debit card is inactive. Upon contacting their customer service reps I was told they needed to verify my address via fax, which I did. Saturday August 8, 2015 the customer service department informed me they still had not received the fax, so I resent the proof of address. Later that day their csr told me they had received the fax and it was being processed and could take 24 - 48 hours to complete. Sunday August 9, 2015 the customer service rep told me they have not received the fax and it has not begun processing. Each of these days I have requested to speak with a supervisor and each of these days was told no supervisor is available. This company has had my money for three days now and shows no sign of allowing me access to my funds. This has to be addressed as it is unacceptable for a company to apparently decide to not allow someone access to their hard earned money over a confirmation of address for three days and still insist, after already confirming they had received the information, that they have not, and that it will be an additional 24-48 hours before they will release these funds.Desired Settlement: I honestly want a supervisor to contact me asap and allow me access to my funds

Business

Response:

To

whom it may concern,

Thank you for giving us the opportunity to respond to the

complaint made by [redacted] on August

9th, 2015. We continually strive to provide exceptional customer

service to our clients and regret that she was dissatisfied with the service she

received. [redacted] statement of desired settlement have already been completed prior to this response.

As of August 11th

[redacted] prepaid debit card was activated upon our receiving additional

information from her employer.

[redacted] stated

accurately that we do ask our customers for identifying information and if we

are not able to validate it on our own we ask for additional documentation. Depending upon how quickly our customer

responds to this request can have an impact upon the timing of a card being

activated. We provide information as to

our services and applicable prepaid card terms to each employer and each

potential cardholder proactively. In

addition, to our call center we also encourage our customers to learn more

about our prepaid card services on our website: www.cardflexprepaid.com

where they can find additional information and tips.

[redacted] is a valued

customer. We also want to clarify that

electing to use a prepaid card is always a choice and we hope that she will

give us the opportunity to continue to service her account.

Sincerely,

The Prepaid Solutions Agent

Team

Review: have had issue with company on services and run around to resolve an issue. isssue is unauthorized charge on card that has no been resolved within 2 months and when I call each time they say it will be another 2 weeks the issue should be resolvedas of 2 monthes mow have posted comment on this with Revdex.comDesired Settlement: refund of amt to new issued card asap not 2 more months from now

Business

Response:

Please allow us to resubmit our response. When I spoke on the phone with Ms. ** I let her know that we believed that we had already submitted a response. The person that was assisting us previously is no longer with us unfortunately and could not find a record of her response. Mr. [redacted]’s request was that his money was to be refunded. This matter was resolved as we completed this request on October 14, 2014. We in addition sent him a letter apologizing for not responding to him in a timely manner. I found the information today as to how to log onto the Revdex.com site and review a complaint but the complaint was already closed. I would ask that we be allowed to respond in order to complete the record as this results in an F rating. It was very difficult learning that Revdex.com would no longer allow us to be members based on litigation that has not yet been proven. Thank you for your time. Linda Meek | Compliance and Human Resources CardFlex®, Inc.Progressive & Innovative Payment Solutions Office: 866.634.3044 ext. x1612Fax: 714.617.7894Email: [email protected] Connect with us! This email transmission and any attachments are for the sole purpose of the intended recipient(s) and may contain confidential and privileged information that is the sole property of CardFlex®, Inc. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender and destroy and delete all copies of this email and any attachments.

Review: On 1/31/2014 my debit card was closed because the bank changed hands. I was never informed of this change and learned on my own that this had occurred. I have a balance on the account of $808.87. On 2/7/2014 I contacted [redacted] at Card Flex ###-###-#### and she told me that she would email me a transfer form to fill out and fax back to have the monies transferred to my bank account. She informed me that it was about a 48 hr turn around. I faxed the form on that day and have the confirmation that the fax was successful. I have contacted her daily since then and my money has not been refunded. On 2/11/2014 she told me that they had received the fax. Then on 2/18/2014 she told me that nothing had been recorded and that I needed to send the fax again to her. I sent it both to her and the bank "again" on 2/18/2014 and have the confirmation. She also emailed me that it had been received. I emailed her this morning to find out the progress and she is telling me that nothing has been done yet. My money has been sitting there for no reason and it has put me in a hard ship. I need this resolved ASAP and hope that you can help expedite the process.Desired Settlement: Balance transferred to my bank account immediately.

Business

Response:

February 20, 2014

Revdex.com

Re: Complaint [redacted]

To whom it may concern,

Thank you for giving CardFlex the opportunity to respond to the complaint made by [redacted]. We continually strive to provide exceptional customer service to our clients and regret that she was dissatisfied with the service she received from us.

Response:

In December 2013 CardFlex mailed notices to their existing cardholders informing them that our existing prepaid card program was being closed and a new card Card would be reissued. In that correspondence customers were provided with an “Authorization for ACH Credits (Direct Deposit) of Prepaid Card Balance” form they could complete and return for processing. The customer called us and informed us her card was not working at which time we asked if the customer received our correspondence. We verified that her address was the same as we had on file. The customer contacted our customer service department on February 6, 2014 and requested we send her the form again to transfer her balance. The form was returned to CardFlex the following day and we in turn sent the request to the bank to process the ACH (Direct Deposit) demand.

CardFlex did not have the ability to process the transaction and it was necessary to forward the request to the bank for processing. The bank authorization form signed by the customer informs them that refunds made via ACH credit will be made within 10 business days of the banks receipt of the form. The balance on the prepaid card at that time was $808.87. Upon receipt of the request it was determined that there was a preauthorized charge against the prepaid card in the amount of $809.00 that would not expire (drop off) until February 15, 2014. On the first business day after the preauthorization expired, Tuesday, February 18th (Monday, February 17th was a holiday) CardFlex sent a second request to the bank to transfer the customer’s funds due to the balance being held for a preauthorization it needed to clear before monies could be released.

We have verified with the bank that the request has been received and we are working with our bank liaison to expedite her transfer.

We contacted the customer on February 20th, after receiving her complaint and provided her with an explanation for the delay and an update on the status of her balance transfer advising her that the net amount available after the preauthorized charge was processed.

Please let me know if you would like any additional information regarding this complaint.

Sincerely,

###-###-####

Review: We originally signed with this payment processing company 5 years ago. We recently switched to another processor due to high rates and no one from this company cooperating with us to answer our questions. We specifically asked the sales rep "does the contract auto renew" he said NO it does not. We told him we do not want contracts to auto renew. When we switched to the new company we were under the impression that our agreement has ended after the initial two year agreement. We were not aware that It renewed in 2014 without our knowledge. We were lied to. This company charged us a $2248.35 cancellation fee for switching. IF we were aware of this we would have never left without making other arrangements to pay or would have never allowed them to auto renew our contract for our business. These people are complete thieves and liars. I have called them over 20 times and I just keep getting the run around and emails that state per your contract you were charged the correct amount. This is complete highway robbery. These people have no soul. They have no heart. Someone please help. I have tried to tell our story to the local news but because we are from Ohio we cannot complete a face to face interview. Please help. Please help. And on top of that between 3 companies that they are claiming we are doing business with, we don't even know who we need to talk or who we are doing business with.Desired Settlement: Give us our Money back

Business

Response:

In your correspondence you state that this is a consumer complaint, that is not accurate as merchant processing is a business to business relationship. I would request that you consider not posting this since it is a business to business relationship and we are not in this capacity transacting with a consumer.