Columbia Advance Group

Complaint: ***I am rejecting this response because: Once again I was told by the person who got the double charges taken care off not to turn this machine back ontwo out of three customers were charged twiceyou cannot run a company like that, I have been two months trying to get something done about it , but only get a run aroundI was told months ago it would be taken care of and a reimbursement for the trouble I went throughI was told to go on line and apply for a reduction in my cost, I done that the same day and no response on that eitherI seems to be quite evident that you are doing nothing to keep up your part of the agreementYou have not been honest from day one starting out with what this would cost, and only has been worst from thereIt seems to be evident with you not being able to keep your employeesThe lady who sold me this is gone, the lady months ago who said she would get this taken care off and get back to me never did and she is goneand now you don't want to do anything eitherwhy do you think someone should do business with a company like this?Sincerely,*** ***

Complaint ID# ***
I am in receipt of the complaint filed against Alpine Payment Systems dated May 5,
Mr*** was set up with a credit card processing account and facilitated a lease for a wireless credit card machine in March The processing account rates and
fees apply to what and however much is processed in credit cards for each monthThe lease is a separate entity and his monthly lease payment is as follows:
$74.99 Base Payment
$ 4.95 Insurance
$ 3.17 Sales Tax
During the set up of Mr***’s merchant account in March and April of 2015, he was aware that his AT&T signal strength was not too good where he currently was, so he would take the credit card machine to a better coverage area and run transactions thereMr*** also mentioned to our processor, Casey, who helped set the account up with training, that he only runs credit cards about 4-times a year
On March 23, 2016, we received a call from Mr*** regarding deposit reconciliation and difficulties running transactions, which resulted in a double transactionWe were able to get the double transaction refunded with the help of tech supportIt was then mentioned that the reason for the difficulties, is because his credit card machine runs on GPRS Network with AT&T Cellular towers and his area has predominantly Verizon Cellular towers.
On April 5, 2016, the Customer Service Representative who was working this service ticket told Mr*** how to remove a particular fee on his monthly statement to reduce his overall cost and notified him that we would follow up with him regarding the machineSince then, the Representative is no longer with Alpine Payment Systems. We have been diligently been working to re-assign that representative’s service tickets but looks like there has been an oversight with this specific ticketI am now personally handling this service ticket and have found a new machine working over Verizon Cellular towers which will be a one time upgrade fee of $We value Mr***’s business and still want to assist and service his account

Complaint: [redacted]I am rejecting this response because: they still never responded about their dishonesty with me about how much this would cost me per month I was told not to turn the machine back on because there was something wrong with it and even if the person handling this case did leave they should have took care of it before now this is been going on 7 weeks and I will not pay $399 for another machine I told them when this started that I was on Verizon towers. I did go in online and fill out what she told me to to have my rates reduced that very night. They never mention how much money they're going to reimburse me for all of this trouble we've had to go throughSincerely,[redacted]

I am in receipt of the clarification response dated May 25, 2016.
 
First and foremost, the refund for his customer's double charge has been processed and completed.
 
Because the merchant is leasing equipment, we want to assist with two options:
1.       Get Mr. [redacted] a working terminal that processes over Verizon towers at no cost to him.
2.       Refund March, April, and May's lease payments totaling $249.33 and close the processing account with no Early Termination Fee and a signed Resolution letter.
 
Please advise what option Mr. [redacted] would like to proceed with.