Central Payment

Initial Business Response /* (1000, 10, 2015/09/01) */
This account was terminated for non-payment in 2014. This customer was provided the proper cancellation instructions as well as the instructions on how to cancel a merchant account clearly outlined in the terms and conditions. No...

cancellation was received by CPAY. Futhermore, this customer's account has not affected her credit report.

I was lied to from the very beginning, no contract, turns out 3 year contract, I can cancel at anytime, turns out it cost $550.00, I have been yelled at and hung up on. I have been charged fees, and to this day, the machine is still in the box because I have no phone line, which the salesman knew. Then today I was charged batching fees, I haven't processed one transaction, and I have paid them 32.50. What a nightmare save yourself the headaches!

Initial Business Response /* (1000, 5, 2015/01/15) */
This accounts has already been closed according to the cancellation letter received at the end of October. The customer had charge backs fees for customers disputing transactions after the closure of the account. The customer also...

states that CPAY gave the approval to run this transaction, which is incorrect. CPAY provided the number to the card issuing bank. Like all other processing companies, CPAY has no control when a customer of our merchant decides to dispute a transaction through their card issuing bank but we do have an obligation to abide by the regulations when Chargebacks occur. There is no mistake from CPAY in this case and further provided the merchant an a copy of their terms and conditions at their request. CPAY will issue credits for any fees that are not processing or Chargeback fees that may have took place after the submission of the cancellation letter. As for the cancellation fee, while the merchant cancelled at no fault from CPAY we can assist by reimbursing 25% of the cancellation fee as a courtesy. Chargebacks would have occurred with any other processor that this merchant would have been signed up.
Initial Consumer Rebuttal /* (3000, 7, 2015/01/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would appreciate the 25% reimbursement of the cancellation fee and also the excessive chargeback fees charged on the Dec 2014 Statement. I called and was told I would receive a call back and never did, typical of your customer service. As soon as I see the money reimbursed into our account, I will satisfy this complaint.
Thank you.
Final Business Response /* (4000, 13, 2015/05/08) */
CPAY has issed the promised credits to the merchant's account.

Initial Business Response /* (1000, 11, 2014/10/07) */
[redacted] personally visited this client, furthermore we offered reductions and demonstrated how we could assist. [redacted] has placed a complaint with the Revdex.com with no merrit. Furthermore [redacted] account has been closed since 8/8/14....


Initial Consumer Rebuttal /* (3000, 13, 2014/10/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did stay in my statement [redacted] visited me one time. [redacted] then requested to see me again because he said he could offer me lower rate. I agreed to see him 2nd time. However, he failed to keep his schedule. He called me on the day he supposed to see me with the reason he could not find parking. I then schedule to see him different day. Again, he did not show up. And, I have not heard anything from him since. [redacted] failed to keep his schedule twice. Therefore, it makes me think that this company is seriously a scam.
I requested to cancel my account because I no longer trust this company, and I wanted my refund. The customer representative threaten me over the phone that he would not close my account if I keep asking for the CEO contact information. I then stop asking for the CEO contact information to please the customer representative in order for my account to be closed. I do not mind to sign a release form to release a conversation with this customer service rep.
All of this incident happened because the unprofessional manners of both employees: the sell person - [redacted] and head of the department - [redacted] did not answer any of my calls. [redacted] failed to keep the schedule. I am a client and I do not have any responsible with any of the company's employee. Because I did not hire any of these people. Therefore, if the employees did wrong, the company has to have responsible for that, not me. If [redacted] had answered his call to solve my concerns then I would not have to file a complain.
I want the company issue the refunds for 3 months May, June and July. Because this incident was not my fault. This is the employee's unprofessional manners. The company has to have repsonsible with those employees, not the clients.
In addition, there are many complaints file against this company with similar reasons. And, the complaints happens quite frequently every 2 months. It even makes me thing that this company is a scam.
I want my refund back for May, June, and July.

Initial Business Response /* (1000, 8, 2015/02/16) */
CPAY spoke with [redacted]. She has expressed her concerns. We pointed out where the agreement states her renewal term. However, after further consideration of the expiration date of her renewal term CPAY agreed to pro-rate her cancellation fee...

and [redacted] will receive a refund for $200. [redacted] agreed this to be a fair settlement.

Initial Business Response /* (1000, 11, 2015/06/11) */
[redacted] contacted CPAY requesting the closure of the account, no physical or electronic message was received from the customer to have the account closed. Our records indicate that the customer sent the machine back to CPAY towards the end...

of May. We are investigating the claims presented by the customer through this complaint. In the meantime we have closed the account as requested in sign of good faith.
Initial Consumer Rebuttal /* (3000, 13, 2015/06/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Our first attempt at returning the machine was through FedEx on 4/15/2015, a month earlier than stated above. This cost us $18.63 and was routed back to us. Therefore, we had to send it back again on 5/19/2015 which cost us another $14.00. Additionally, we asked for the account to be closed (which we had never asked to be opened) in March, and as recently as the beginning of June we were still receiving charges.
Final Consumer Response /* (3000, 18, 2015/07/16) */
We just received another statement from their collections dept. dated 7/6/2015 still claiming we owe. They claim we may be reported to Experian, a credit bureau, and Match, where our account may be suspended from current and future processing. This is all over $15.95 that should never have been on the account because when we immediately called (back in March) stating we didn't want any part of their business, we were told our account would be closed.

They will not let me close my account after varies times speaking to them, I get transferred to supervisors that won't answer and will not call you back if you leave messages, they added 2 years to my contract I only signed up for 1 year this company shouldn't be allowed to do business with anyone and should be exposed and shut down immediately(I'm not the only one with this problem from central payment! Supervisor that I try to reach out to is [redacted] allthough I've never spoken to him as he wont return calls and/or doesn't care about anyone's current situation with his company

Initial Business Response /* (1000, 11, 2015/03/31) */
CPAY Management spoke with the customer in February. She stated that she was no longer at the business because she did not find it lucrative for her family. CPAY did arrange, as a courtesy, to waive the cancellation fee to assist this...

client as we only needed to receive her written notice of cancellation, which has not yet been received. This complaint has no merrit, however, the offer is still on the table.
Initial Consumer Rebuttal /* (3000, 13, 2015/04/02) */
Final Business Response /* (4000, 15, 2015/04/16) */
Thank you. Ms. [redacted]'s account with CPAY is fully closed according to the cancellation letter received.
Final Consumer Response /* (2000, 17, 2015/04/20) */
4-20-15
Sent via email:
Good afternoon,
I do believe everything has been resolved, and I very much so appreciate your help.
Thank you,
[redacted]

Initial Business Response /* (1000, 11, 2014/05/30) */
Central Payment spoke with [redacted]. In April 2014 he was credited for the cancellation fee as well as clearing the fees owed on his account.
Initial Consumer Rebuttal /* (3000, 13, 2014/06/11) */
(The consumer indicated he/she...

DID NOT accept the response from the business.)
There is still a remaining settlement refund that I was promised by Central Payment to be deposited back into my checking account. As of June XX XXXX, there has been no refund, credit or anything from Central Payment. I was told on May XX XXXX that this would happen in the next "3 or 4 days". This company (Central Payment) still owes me money by their own admission and they have not paid it. I still have heard absolutely nothing from the local rep that originally signed me up for this card processing service. Do Not do business with this company. They are a huge headache. They have until Friday June 13 to refund the amount they promised.

Initial Business Response /* (1000, 9, 2015/02/16) */
This account has been closed since October 2014. [redacted] did submit a cancellation the same month that the account was closed, however he placed a stop payment on CPAY prior to doing so. While the actual cancellation fee for his account...

was $300, CPAY issued a reduced cancellation fee. This complaint has no merit.

Shady business! We called in to cancel our service for one of our businesses in mid August. They wanted us to fax over a letter to cancel service, which we did within a day. We kept getting charged. I called again to cancel on October 25th for both of our businesses because of their quality of service. I sent in an email cancelling service this time. I called to confirm they got the email on November 1st, which they said they did. I just got an email today saying the service for the first shop with terminate on December 24th. What????? How can that be? I could possibly understand a 30 day notice thing.....but we had initially cancelled this shop in August! and then again in October. In the meantime, they are charging us a monthly fee. They make it very inconvenient to cancel.
On a sidetone, each time I called it, I was on hold over 45 minutes.
Boo Central Payment! I would have used you for future business expansion, but not anymore.

WATCH OUT!!!!!!!!!!!!!!! This company is the worst company I have ever had to deal with. The sales man lied right from the start. They sucked me in by telling me that I would not be able to take credit cards with my system because it did not read chips in the card. They also said they would pay off the $500 I owed my last company if I would switch to there company. They gave me a document that said satisfaction guaranteed. None of this was true. The machine did not work right from the day we hooked it up. We called them many times and they never helped us. We finely gave up and then the problems really started. They would not let us cancel. Now we have taken them to court and the trial is in 4 weeks. These cheaters have to be stopped. There are a lot of mad people out there. I found that I had to sue them in there state even though they solicited my business in my state at my location. I will have to travel 1200 miles to show up in court. This is why most people just give up and get took out of there money. Thank goodness for the internet were I can get my bad experience out to the public. I have found there are a lot more people out there that have been took. Wish me luck on this.

Initial Business Response /* (1000, 9, 2015/03/10) */
Received business response via email on 3/6/15:
I've had a chance to review this account. This merchant executed a merchant agreement and decided to switch companies while still under contract. Attached is a copy of the merchant...

agreement for your records indicating this is a 3 year agreement. I have also attached a cancellation letter submitted by the client on 1/9/15 where he expressed his desire to cancel the merchant account. CPAY tried to work things out with the client to avoid his breaking the agreement, but instead he continued hanging up on the representative who were trying to assist and placed a complaint instead. CPAY is still more than willing to assist this client so he can fulfill his agreement. In return CPAY agrees to credit back the legitimate cancellation fee upon his return to process with CPAY for the duration of his agreement.
Thank you,
[redacted]
Director of Merchant Relations
Initial Consumer Rebuttal /* (3000, 11, 2015/03/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was verbally told multiple times that I would get a refund for 6-7 months because. I told the salesman to cancel and gave him the Credit terminal back 5-6 months before the cancelation paper that was signed. Instead $375.00 Cancelation fee was withdrawn from my account. The salesman did not follow through with his end of the deal. I was told multiple times that there was no cancelation fee, and was even told that I would get a refund for the months after I verbally told the salesman that I did not want the CC terminal any longer

I am highly disgusted by the way that Central Payment is handling my account. My account was set up by a representative of the company who came to my office and helped create the account. Once our business closed, I emailed the representative that initially set up my account and asked who I could notify to close the account. She mentioned that she could handle this for me. I continued to receive charges to my account and emailed the representative again only to discover that she did no submit my cancellation nor did she ever reply to my emails. Closing a business is extremely tedious and this task fell on the list of several other accounts that needed to be addressed. When I finally was able to call into Central Payment they did not care that their representative had let me down. They did not care to help me with any fee's that I had been charged. Even then they let me know that the contract stated I could only cancel by contacting them even thought their representative told me that she could handle it. DO NOT TRUST THEIR REPRESENTATIVES. Clearly Central payment will do whatever is necessary to acquire your account but will not work with you even after you have been with them for a long period of time. I am now facing an early cancellation fee even thought the business closed and I also have to return the equipment with no reimbursement for shipping fees. I am disgusted at the lack of customer service that Central Payment has shown me. I do not recommend them to anyone.

Initial Business Response /* (1000, 5, 2015/01/15) */
Mr. [redacted], the signer for this account, contacted our office this January to cancel the services. Our staff offered to assist as we have done in the past. Assistance was reduced by Mr. [redacted]. His agreement has been reviewed and all...

items have taken place the way the account was signed up, however, if Mr. [redacted] wishes to ride out the agreement until his expiration in March he would have no cancellation fee.
Initial Consumer Rebuttal /* (3000, 7, 2015/01/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have cotacted this company on more than one occasion. We also made contact in January of 2014, when we discussed with a representative that fact that our equipment is not usable, and therefore cannot be scanned by the provider. We were assured this would not have an effect on our ability to be PCI compliant, which is not the case. We are being billed double as to what is in our contract, as every month we were "non-compliant," even though we submitted the form, we were billed as non-compliant, though we have processed NOTHING for 24 months.

Initial Business Response /* (1000, 8, 2015/05/01) */
CPAY has already closed [redacted]'s account per her previous request. Her local representative states that he did advise [redacted] of the credit for her Application and Setup. CPAY has now issued this credit to her account. We apologize to [redacted]...

for the delay in receiving her credit.
Initial Consumer Rebuttal /* (3000, 10, 2015/05/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received the setup fee of $195.00 5/6/15 which is appreciated but the monthly fee of $69.31 was not refunded. I feel I am owed that amount due to the lack of information from the Account Executive, his lack of service as promised to assist in the setup and his stall tactics, which goes back to February time frame. If the Account Executive would have full filled his promise, my contract would have been cancelled in time to avoid a monthly fee. A prompt refund of the monthly fee of $69.31 is still outstanding.
Thank you.
Final Business Response /* (4000, 14, 2015/06/10) */
6-2-15
Sent via email:
Hi [redacted]
This customer is not "owed" that amount back. She called and submitted her 30 day notice of cancellation in March. The $69.31 accounts for March month-end statement. As a courtesy ONLY we have issued this credit.
Thank you,
[redacted]
Final Consumer Response /* (2000, 16, 2015/06/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Hello [redacted]
I have received the refund which was due me, thank you. Contrary to [redacted]'s remark as I was not "owed" the amount back. I was due the refund, due to the lack of information provided to me by the Account Executive. I started inquiring with the Account Executive in January and never once did he tell me I needed to contact the company, only that he would be drive to my business to instruct me how to install the machine. A day was set in Jan, needless to say the Account Executive never arrived or called to let me know he wouldn't be there. I called a day later and my call went into his voice mail. I called again a few days later and finally spoke with the Account Executive. His reason he didn't show was due to illness and we once again set another day in Feb for him to come to my business, again he did not show. Never once during all our phone calls did he inform me to contact the business to close our account. After numerous calls again I could not reach the Account Executive, I sent him a text informing him if he did not call me that day to settle the matter I would contact Revdex.com. Surprise, I had a call from him within 5 minutes. At that time he finally informed me they were having numerous issues with the machine we had, we were still within our trial period and I should contact the company to cancel our account and everything would be refunded to me. If the Account Executive had informed me back in Jan what I needed to do, the account would have been closed in Jan and I would never been charged a monthly fee. The Account Executive is remiss in his title and needs to perhaps go back for training so he is informed on how to do his job effectively. I am truly disappointed in the service I received during the time I had my contract and will never refer the company as a reputable business.

Initial Business Response /* (1000, 5, 2014/10/15) */
CPAY management spoke with [redacted]. He expressed his concerns and provided information on closing his account. [redacted] did sign agreements with CPAY for processing but did not leave room for our corporate office to assist. [redacted] stated he did...

not speak with a manager at our corporate office, otherwise an exception could have been made to better accommodate his needs. [redacted] has the closure process information and CPAY will waive the cancellation fee.

Initial Business Response /* (1000, 8, 2014/08/26) */
Central Payment management spoke with [redacted]. [redacted] expressed her concerns. To date [redacted] is still processing with CPAY, but stated she has signed up with another provided. CPAY is still more than willing to assist [redacted] with her...

needs. At this time she has decided to use another processing company. [redacted] and CPAY mutually agree on a reduced cancellation fee.
Initial Consumer Rebuttal /* (3000, 10, 2014/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When my new company tried to reprogram MY machine so we could start processing with the new company, Central Payment locked the machine...I cannot process any credit cards...they won't unlock the machine until I send it back to them with a fee of course, stating I was responsible since I let my new company "tamper" with equipment running CP programming. By law I own the machine, (Central Payment DOES NOT)I should be able to have any processor I choose, without fear of losing my machine. I am completely unable to process any cards, I know own a $895 paper weight. Since my business is at least 50% credit cards, I am experiencing a significant loss of income daily. This is a nasty response to a client who decided to take their business elsewhere, based on poor customer relations to begin with. I am absolutely floored that a company in this day and age would use tactics like this. They have put me behind thousands of dollars, and I do not appreciate it. They will hear from my lawyers.

Initial Business Response /* (1000, 8, 2014/04/03) */
This complaint has no merrit as this merchant voiced his concerns with our office. CPAY agreed to close the account with no cancellation fee AND with credits with the client agreeing that his issues have been resolved. This took place on...

3/6, a day before the date of this complaint. Furthermore, [redacted] executed a 36 month agreement with CPAY AND acknowledged the compliance section of the agreement, which reads:
The merchant application and %Terms & Conditions attached hereto includes all terms of the service and/or agreement. If any other agreement was made between MERCHANT and Sales Representative, which such agreement shall not amend the Terms and Conditions in any way, it must be included in the "Special Instructions" are of the merchant agreement.
While this was acknowledged by the merchant, CPAY still assisted in resolving this item.

Initial Business Response /* (1000, 11, 2015/10/05) */
This complaint has no merit. CPAY does not take a "deposit" to set up an account. The merchant agreed to a $200 Application and Setup fee at the start of his agreement. The account is cancelled and we did not apply the renewal...

cancellation fee. Furthermore, CPAY has already issued a credit for the last month's of legitimate monthly fees as a courtesy only.