Epay World

Review: the sales agent said there was no contract and credit card terminal was free when I agreed to use their service. But when I called them to close my account, they said I must notice them 2 months before close, otherwise they will charge me cancellation fee $500, terminal fee $599 and account closure fee $50. And they just refused to close my account even I called them many times.Desired Settlement: epay world needs to close my account without any fee

Business

Response:

We charge him the fee based on the agreement that he signed, please see the attachment.

Review: I called in to cancel with this company and the lady said I just needed to sign the cancellation letter. Once I sign the cancellation letter, they charged a $500 termination fee and a Equipment Fee of $599 for a [redacted]. One of the employee told me that they would charge this amount first and once we continue to process with them for the next 60 days upon receiving the cancellation letter, I will get the $500 credit back. Also as long as we return the terminal, we will get the $599 back. It said refund amount will be determined by the condition of the terminal, I asked that lady and she said don't worry about that part, they will give us the full $599 back; however, we only received $299. I spoke with her a month ago and every time she said her supervisor isn't there. This is ridiculous. On the cancelation letter, it stated we will get the $500 back. I even told her that I won't be using it every day for the next 60 days and she said that is fine. As long as we process over $1,000-$2,000 within that 60 days, we are good to go.Desired Settlement: I want the money back from the $500 termination fee and the $599 terminal fee that they charged.

Business

Response:

Merchant didnt process normally for the 60 days period and that the terminal was refunded base on the condition of the terminal and that is in our agreement that they signed. Their monthly sales volume dropped from 10k to 1k after merchant requested cancel. Also within the 60 days, the account representative called to remind her to normal process.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I just received the reply for my complaint and on the cancellation form that they sent me, it stated "refund will be issued if merchant continue to process with EPAY world for 60days upon receiving of this signed cancellation form. If they go back to listen to their voice record, the lady specifically said that it will be alright even if we don't have all 60 days of processing. Also the paper didn't state we have to process a certain amount.I need a resolution to this please.Thank you,

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The processor said that the customer care spoke with us. We told them that we will be renovating for some time so we won't be processing like we usually do. She said it was alright as long as we processed for 60 days, it's alright. I even told her that we would only be processing around $1,000 and she said it was alright. However, I processed around $2,000. Also, on the phone, the customer care said that we can get full refund of the equipment but in the end, she didn't give us full refund. I want my refund of $499 that they took away from the 60 days processing.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

No Refund will be issued due to company policy.

Review: This complaint is regarding Epay World LLC's business conduct. [redacted] had an agreement with their licensing agent verbally there would not be any account fees should we decide to not use Epay World as a credit card processing vendor anymore. Further to that, the agent communicated that there was not a contract involved.

However, [redacted] received a collection letter from Epay World to collect the following 3 fees. (1. Closing fee, 2. Early Termination Fee and 3. the processing terminal fee). We had already returned the processing terminal to Epay World. Further to this, we had already reached out to Epay World as well as the agent, but so far, neither party had come back with a satisfactory response- while each side is just pushing the ball to the other company.

Since we had an oral agreement with the agent there would never be any fees and/or no contract, we feel that the closing fee and early termination fee is unjust- if there's no contractual obligation, how is there an early termination fee.

Your assistance is much appreciated.

Thanks.Desired Settlement: The desired outcome is for Epay World to honor the verbal agreement between [redacted] & the agent- which is no fees of any kind upon termination of service.

Business

Response:

After reviewing the details of the compliant, we had bring up all the information about merchant. We found out that this merchant was refused to pay for his own statement fee of $79.08 (ACH Rejected) at first place, and we contacted merchant by calling them tried to solve this ACH rejected issue, however we chased down that merchant has already change their processor without notify us. Since we know merchant had change processor we have to collect any fees that applied according to the documents we have on hand. We did not successful collect the statement fee and other fees this merchant owed, because merchant is unwilling to make these payments, thus we have no choice but send it to collection agency to collect the fees.1. Closing Fee this is part of the services fee that we will collect when merchant request/attempt to close account.2. ETF The MPA form that merchant signed clearly indicated of $500 ETF. (Please see attachment)3. Terminal FeeFree use terminal form also state if we do not receive the terminal within 10 calendar days of termination or expiration. We will charge for any fee that applied. (Please see attachment)

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Hello,

First of all, Epay World’s claim about contacting us repeatedly regarding the

dispute is inaccurate. We did not receive any phone calls and the first

notification we received was a letter dated on 12/**/14. On the other

hand, we were the one that contacted Epay World (in the afternoon on 1/*/15)

and spoke with [redacted], who was the senior accountant according to the

letter that we received. There was no contact number on the letter, we

had to look up the number online. We had explained the situation to her

(basis of this complaint- about no fees etc), we actually received a run around

from [redacted] World that we need to contact the agent. Shortly

thereafter- we contact the agent, [redacted] & her supervisor [redacted] (no last

name given) about the situation on the same day and we received the same run

around that we need to contact Epay World.

In summary- this appears to be a tactic to shift responsibilities between the

agent and Epay World in order not to honor the verbal agreement that was

entered into between the agent and us. We decided to cease our

relationship with Epay World as our credit card processing vendor as a result

of this dishonest business practice, because the agent had promised us there

would not be any additional fees during the initial negotiation.

Further responses to Epay World's 3 claims are listed below:

1) Closing fee- as promised, there would never be

any fees

2) ETF- the attachment- we never received a copy of

this agreement, as to the point above- agent promised there’s no fees at

all. In addition, what constitute as ‘early termination?’, we cannot

legibly read the fine lines as to what would ‘not be early termination’.

We did receive a template from the agent (as attached), this is the only

agreement that we have, which does not state any ‘termination fees’ of any

sort. It does mention a terminal fee (number 3 below)

3) Terminal Fee- we returned this terminal shortly

after the termination on/around January [redacted], which we believe should satisfy

this requirement and should not be charged this fee.

To substantiate our claims- we included the agent’s contact name and

information. We also have a voice recording from a wechat conversation

regarding this whole ‘no contract/no fees’ issue. However, Revdex.com website

file attachment does not support .wav file, we can gladly email this to the

appropriate area. The voice recording is the response from [redacted] and [redacted] (who were agents that we negotiated with - VIP payment- ###-###-####)

- it was a response to our question of the fee structure. The

recording dated February *, 2015, the voice recording is in Chinese- Cantonese

(the main language in which the initial negotiation between agents and us)- it

is our understanding Epay World also understands this language as their main

number found online [redacted] has both English & Chinese as a

menu option. Further to this, we feel that this issue can be

resolved and should be resolved by Epay World reaching out to the agent and

honor our original ‘no fees’ agreement.

Thank you.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,