Electronic Merchant Systems

Mr. [redacted],We are in receipt of your response to our complaint and I must say I couldn't disagree more as is listed below:1.  Ms S[redacted] did not try to contact us multiple times.  Quite the contrary, my business partner and myself tried to contact Ms. S[redacted] on multiple occasions and every time we were told that she was unavailable.2.  Over the last 15 months I have spoken with Joe L[redacted], who originally set everything up, Dave W[redacted], who I guess took over for Joe after he left, and Kevin H[redacted], the General Manager of the Philadelphia Office, with each telling me that everything was being taken care of to no avail.3.  When I signed everything with Joe I was told I could cancel at any time without penalty.  Apparently I can't even get what you agree is month to month items cancelled.4.  You say I continue to transact the credit cards, what else am I supposed to do?  I will make other arrangements once this is resolved.5.  I have been requesting that the website be cancelled for well over a year now with nothing happening.  I have been requesting the [redacted] be cancelled for about 8 months now, again to no avail.6.  What is this EMS Insights I'm being charged $29.99 a month?  I never signed up for, or agreed to it, yet I'm being charged month after month.  This is another thing I've been trying to get cancelled.7.  No disrespect but I don't care what your records say about me trying to cancel these items.  I've been trying for well over a year to get these various items cancelled.  I'm a small business and I need every dollar.Bottom line is I just want to be done with this nightmare.  I believe everything should be cancelled without penalty as I was told be by 3 different people from EMS.If you would like to discuss this my partner and I will be available Tuesday the 18th at 12:30.. I'm pretty much at my wits end.Thanks you,

January 22, 2016[redacted]Re:  Revdex.com Claim [redacted]Dear Mr. [redacted],We unsuccessfully attempted to reach you by phone. This letter is to confirm your merchant processing account has been closed.  Regarding the fees...

on your account, there was activity on your October statement for which you are responsible.  However, with no activity in November, EMS has initiated an $80 refund back to you.  Since your account was closed in December, there were no fees associated with the account.  I would like to apologize for any inconvenience this may have caused.At this time, EMS will consider this matter closed.  Please let me know if you have any other questions or concerns.Sincerely,Jon C. B[redacted]Director of Client Service 800-615-1330 x2882

January 28, 2016[redacted]Re:  Revdex.com Claim [redacted]Dear Mr. [redacted],As we continue to work through the issue, EMS has agreed to release an additional $23,904.06 of your desired settlement.  We will continue...

to hold the remaining $20,000.00 in reserve until all charge back rights have expired to mitigate our exposure.   Please don’t hesitate to contact me with any additional questions or concerns. At this time, EMS will consider this matter closed.Sincerely,Jon C. B[redacted]Director of Client Service 800-615-1330 x2882

May 5, 2015[redacted]Re:  Revdex.com Claim [redacted]Dea[redacted],In response to your inquiry, EMS creates a company profile for all of our merchants.  The issue is the result of the information you had provided to us during the...

application process.  You had stated that your average ticket is $100 and your average monthly volume is $250.  With said information considered, EMS assigned a monthly volume cap of $1000, four times what you had disclosed on your application.  EMS also reviewed your actual processing history.  Volume in January was $91, February was $0, and March was $308.39. Naturally a $3,090.00 transaction raises some red flags.  Based on the information you had provided and your actual processing history, EMS has made a business decision to hold these funds until all chargeback rights expire, protecting both you and EMS from a significant chargeback issue.  Please let me know if you have any questions or require any additional information. At this time, EMS will consider this matter closed.Sincerely,Jon ** B[redacted]Director of Client Services[redacted]

April 6, 2016[redacted]Re:  Revdex.com Claim [redacted]Dear Mr. [redacted],Thank you for taking the time to speak with Stacy S[redacted] in our Retention department.  This letter is to confirm that your EMS processing accounts have been closed...

without penalty or early termination fee.  Also, [redacted] Leasing has cancelled your leases and you will be receiving a separate letter from them.  I would like to apologize for any inconvenience this may have caused.  Please let me know if you have any additional questions or concerns. At this time, EMS will consider this matter closed.Sincerely,Jon C. B[redacted]Director of Client Service 800-615-1330 x2882

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  Although I have received correspondence from EMS indicating that they have closed my account without penalty, at present (May 31, 2016), my account remains open and reserve funds have not been refunded.  This may be scheduled to transpire today, the last day of the month.  I received an email today from Jon B[redacted] informing me that he needed to consult with another department and that it would take him "a day or two" to get me an update.  The lack of communication from EMS has been astonishing.  It appears as though they only communicate when it's the last option available.  I will consider this complaint to be resolved when my account is closed and all reserve funding returned.  Sincerely,
Paul L[redacted]

August 26, 2015[redacted]Re:  Revdex.com Claim [redacted]Dear [redacted],Thank you for taking the time to speak with Eric F[redacted] in our Retention department.  This letter is to confirm that both your Electronic Merchant Systems...

processing account and First Hudson lease have been cancelled without penalty or early termination fee.  We have also made arrangements for the pickup of the equipment.  I would like to apologize for any inconvenience.Please let me know if you have any additional questions or concerns.  At this time, EMS will consider this matter closed.Sincerely,Jon *. B[redacted]Director of Client Service 800-[redacted]

---------- Forwarded message ----------From: [redacted] <[redacted].com>Date: Tue, Jun 7, 2016 at 5:14 PMSubject: Re: Revdex.com [redacted]To: "B[redacted], Jon" <jb[redacted]@emscorporate.com>Cc: "[redacted]@cleveland.Revdex.com.org" <[redacted]@cleveland.Revdex.com.org>, molly@[redacted].comI have yet to receive any contact what so ever from Stephanie or anyone working for EMS.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

---------- Forwarded message ----------From: [redacted] <[redacted]@gmail.com>Date: Tue, May 17, 2016 at 4:11 PMSubject: Re: Revdex.com [redacted]To: [redacted]@cleveland.Revdex.com.orgCc: "B[redacted], Jon" <jb[redacted]@emscorporate.com>Hello [redacted],Jon was more than helpful in resolving my issue. He went above and beyond to make sure I was taken care of. I am completely satisfied now and look forward to continuing to do business with his company.Thank you for your assistance.

From: B[redacted], Jon <jb[redacted]@emscorporate.com>Date: Tue, Jan 24, 2017 at 7:39 AMSubject: FW: Revdex.com [redacted]To: [redacted] ([redacted]@cleveland.Revdex.com.org)" <[redacted]@cleveland.Revdex.com.org>Good morning [redacted], Please see response for your records. Thanks,JB From: [email protected] [mailto:[email protected]] Sent: Saturday, January 21, 2017 12:33 PMTo: B[redacted], JonSubject: Re: Revdex.com [redacted] I thank you for under standing this situation and resolving this issue I really appestat this thank you

Consumer called to provide the account # [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

September 15, 2015[redacted]Re:  Revdex.com Claim 1[redacted]Dear [redacted],To follow-up on the issue, EMS will continue to hold monies until chargeback rights expire.  Again, based on your type of business and your chargeback ratio, measures have been put in place to mitigate our risk exposure.  With that being said, EMS will revisit the situation in 90 days for the potential of a partial release of funds.Please let me know if you have any additional questions or concerns.  At this time, EMS will consider this matter closed.Sincerely,Jon ** B[redacted]Director of Client Service [redacted]

December 2, 2015[redacted]Re:  Revdex.com Claim [redacted]Dear [redacted],Thank you for taking the time to work with Stacy S[redacted] in our Retention Department.  This letter is to confirm that your EMS processing account has been...

closed per your request and a refund check of $465.00 is enclosed as the agreed upon adjustment.  I would like to apologize for any inconvenience this may have caused. At this time, EMS will consider this matter closed.  Please let me know if you have any other questions or concerns.Sincerely,Jon ** B[redacted]Director of Client Service 800-[redacted]

November 24, 2015[redacted]Re:  Revdex.com Claim [redacted],As a follow-up to your inquiry, the review for release of monies held in reserve is scheduled for January 16, 2016.Please let me know if you have any other questions or concerns.Sincerely,Jon ** B[redacted]Director of Client Service 800-[redacted]

December 15, 2015
[redacted]Re:  Revdex.com Claim [redacted]Dear [redacted],Thank you for taking the time to work with Stacy S[redacted] in our Retention Department.  This letter is to confirm that your EMS processing account has been...

closed without penalty or early termination fee.  Also, your lease with First Hudson Leasing has been cancelled and you will be receiving a separate letter from them.  I would like to apologize for any inconvenience this may have caused. At this time, EMS will consider this matter closed.  Please let me know if you have any other questions or concerns.Sincerely,Jon ** B[redacted]Director of Client Service 800-[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
When I signed up for their service it asked some basic questions about my business and average ticket sales. At no time until this problem did they ever inform or notify me there would be any sort of limit on the amount I could charge, let alone a limit for the entire month. Had I known this at any point I would not have signed up with them or I would have cancelled immediately after finding this out. Then to find out that after they hold the entire amount until the next month they would only release the amount of your monthly limit and hold the remainder for 90 days. I don't know of anyone in their right mind that would agree to these terms, and I'm sure that is why they do not disclose them to customers until the issue arises. They claim they are making a "business decision" to hold funds for 90 days without approval is theft. I never agreed to these terms and therefore they have stolen my money. Please check previous complaints filed against this company and you will see this is a habitual complaint against them. That alone should be proof enough they never disclosed their money retention practices to me or any other customer. By doing this they are practicing under false pretenses and therefore committing fraud.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]