Please see response below to complaint.SincerelyEileen M[redacted]VP Client ServicesEVO Payments InternationalThis is in response to complaint from : LAY OF THE LAND 3 (MID [redacted]) located [redacted]. We were able to obtain a copy of the original request for closure and...
the processing agreement. Upon review it was determined that the merchant did not intend to process past March 2016 and that the merchant was under contract until February 2018. We will issue a courtesy credit of $218.97 via ACH for monthly fees from date the original request was received up until the date the account closure was processed. The early termination fee was determined valid and will not be credited. The customer was reached, contract was reviewed and advised of the credit. The merchant will be contacting the Independent Sales Officer for them to pay her the Early Termination Fee she feels they failed to verbally disclose. Ruben M[redacted]Relationship Management Supervisor
Revdex.com:
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:
We are not asking for FEES to be paid to us. We had a bank account go negative, we asked them to change it 1/*/2016 as you saw on our initial paperwork so we would no longer have funds deposit into a negative account. On the day it was supposed to switch, (1/*/2016), it did not, and we lost hundreds of dollars AFTER it should have changed. We are asking for the money we lost after that date, not before that date. Additionally, their response is FLASE, we sent bank screenshots showing that deposits did not start until Jan [redacted]. 18 days past their 3 to 5 day timeframe from the paperwork we filed on 1/*/2016 to change the bank account, per their policy. They keep responding to us without aknowlegeing the first paperwork we filed on 1/*, that they ADMITTED was the wrong paperwork, on 1/*. They promised me on 1/* that we would be made whole and now they are acting like they did notig wrong. This is insane!
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[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 and the matter has been resolved.
Sincerely,
[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 and the matter has been resolved.Thank you Ruben for contacting me today. I understand you have no control over the early termination fee as I was lied to by the person who signed us up. I have contacted him this morning, and have yet to get a reply. Looks like I'll have to file a complaint against them.
Sincerely,
[redacted]
In response to complaint, EVO Payments International does not feel that we should be receiving complaints pertaining to EVO Payments International Corp. - Canada ("[redacted]") as this is separate and distinct from EVO. We have attached a prior request to have them directed to [redacted].However, in...
an attempt to address the complaint, we have forwarded this to [redacted] so that they can work with the merchant to resolve the issue.Sincerely[redacted]
[redacted]
[redacted]
[redacted] [redacted] I am writing in response to your letter dated May [redacted], 2017, regarding the above-referenced complaint filed with your agency. Moca Payment Systems (“Moca”) takes pride in providing excellent customer service and we always work to resolve any concerns of our customers. Upon notification of this complaint, a Representative with Moca contacted [redacted] and we determined that [redacted] changed his business structure without notifying Moca of the changes, so funds were held. We have been working with [redacted] to open a new account with the proper information that is needed and he has been unable to send us the documentation that we required to open up the new account. Until we receive either the proper documentation or a signed cancellation letter with his intent to cancel the account completely…the funds in question will continue to be held. At this time, we feel that Moca has done everything in our power to resolve this issue to the best of our abilities. We appreciate all that the Revdex.com strives to achieve and are committed to providing excellent customer service. If you have any additional questions, please do not hesitate to contact me at ###-###-#### Ext # [redacted]. Sincerely, Kathy B[redacted] Sales Support Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have attached the document from my credit union in response to the "attempted" deposits from evo. America First Credit Union is an honest financial institution and assured me the tracing numbers were no where to be found (they would have seen them if evo truly made that attempt)
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and the matter has been resolved. I wish I had filed 4 months ago, maybe myself and my customers would have gotten our money back sooner. I see they made it out to be my fault, upon going over their reviews (most of which are BAD) I am not the only client that had problems with double charges, many had the same happen. Terrible company, I wish all those who are still with them much luck! May you never have a problem, because it will take it forever to get resolved.
Sincerely,
[redacted]
This complaint was forwarded to our [redacted] division in [redacted] and response is below. The merchant entered into an agreement with us on 04/**/2011. We have a signed contract on file with signature. We take identity theft very serious and if merchant is stating...
thisis not her digital signature we will take action. If this is identity theft then we will require the merchant to sign and an affidavit stating this. I encourage the merchant to call our Loss Prevention team to begin this process. The phone number is ###-###-####. Once the affidavit is signed and in the hands of the authorities we will issue a credit for the fees incurred. If this was not Identity theft the merchant is responsible for the monthly fees on this account. We have no record of the merchant calling in or sending us a term form prior to09/**/2014. We received the term form on 09/** and issued a credit of 2 months fees in goodwill. IF the merchant can provide proof of call or term form sent prior to this date we will consider a refund but please note the signed agreement indicates the merchant needs to notify us within 30 days of noticing the error and the merchant is responsible to review bankstatement and merchant statements monthly. [redacted] | [redacted]t: ###-###-#### | tf: ###-###-#### | f: ###-###-#### [redacted] | [redacted] [redacted] | [redacted]t: ###-###-#### | tf: ###-###-#### | f: ###-###-####[redacted] | [redacted] | [redacted] [redacted] | [redacted]t: ###-###-#### | tf: ###-###-#### | f: ###-###-####[redacted] | [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 and the matter has been resolved. We have received the cancellation notice as well as the refund requested. Thank you for your help...
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 and the matter has been resolved.Please withdraw my complaint. This issue has been resolved.
Sincerely,
[redacted]...
Revdex.com:
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 have contacted the company once for the past three days! They stated that my refund is going back into my account they provided me the correct bank account information they stated that it takes 48 hours to refund the account. Well it has been over the 48 overs by four days now. I have not got the money back that I am owed now I either want you to refund my money into my account or I want you to overnight me a check with the amount you owe me! [redacted] I want my money back
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
This is in response to complaint referenced above.
We have informed [redacted] his account has been closed as of 01/**/2016. The November 2015 fees for $66.45 are valid billed fees. The fees of $101.17 billed for the month of December 2015 were to be credited back to...
his account, however[redacted] informed us that his bank reversed the ACH debit of $101.17 and the funds are back in his account.
Per our conversation with [redacted] he is satisfied with this resolution.
We trust this resolves this issue.
Sincerely
Eileen M[redacted]
February 10, 2017 *
[redacted] I am writing in response to your letter dated February **, 2017, regarding the above-referenced complaint filed with your agency. EVO...
Payment Systems takes pride in providing excellent customer service and we always work to resolve any concerns of our customers. Upon receipt of this complaint, an EVO manager contacted [redacted] and we were able to come to an amicable resolution. We have agreed to close the account and waive the termination fee of $250.00. At this time we feel that we have been able to resolve this matter to the satisfaction of [redacted] and his business. If you have any additional questions, please do not hesitate to contact me at ###-###-####. Sincerely, Kathy B[redacted] Sales Support Manager
Upon receipt of the complaint we contacted the merchant in an effort to resolve the complaint. It was confirmed that he did not send a written request to close the account. The monthly fees that had been assessed on the account were rejected by his bank and therefore never collected by...
us . The merchant was advised at that time that his account was in default and that he is responsible for an early termination fee of $395 as well as an additional $395 that we credited to his account to cover the cost of the cancellation fee with his previous processor for a total of $790. Subsequent attempts to contact the merchant to resolve the issue have been unsuccessful – numerous phone calls and voicemail messages have been made but we have received no response to date. The account is now frozen pending a reply from the merchant.
Eileen M[redacted]
VP Client Services
EVO Payments International
[redacted] I am writing in response to your letter dated January [redacted], 2017, regarding the above-referenced complaint filed with your agency. Zenith Merchant Services takes pride in providing excellent customer service and we always work to resolve any concerns of our customers. Upon receipt of this complaint, a Customer Support Representative contacted [redacted] and we were able to come to an amicable resolution. This merchant will be credit back a total of $790.00 for two of the Termination fees charged to him. At this time we feel as though we have resolved this issue to the merchant’s satisfaction. If you have any additional questions, please do not hesitate to contact me at [redacted] Sincerely, Kathy B[redacted]Sales Support Manager
Although we dispute the allegations outlined in the merchants response, in an effort the resolve this complaint, we are closing the account and will not assess the additional fees.
We hope this resolves the issue
Sincerely
Eileen M[redacted]
VP Client Services
EVO Payments International
In response to complaint, we have tried to contact [redacted] on 01/**/2016, 01/**/2016, and 01/**/2016 for MID [redacted] Lutheran Memorial Learning Center in regards to account closure and a refund request.
The closure request was sent to the sales...
representative and not to EVO Payments International directly. Our office did eventually receive the closure request. However, EVO is honoring the closure request that was initially sent in August 2015. Due to this account being open and processing in August 2015 all monthly fees billed at month end for August 2015 are valid and will not be refunded.
Credit was issued for September 2015 fees ($21.95), October 2015 fees ($21.95), and December 2015 fees ($227.05) totaling ($270.95). On December **, 2015 ($22.95) was credited for November 2015 fees.
Lutheran Memorial Learning Center is being refunded total fees in the amount of $270.95 and the account has been closed. We regret the inconvenience this caused and apologize for delay in processing the closure. We trust this resolves the complaint.
Sincerely
Eileen M[redacted]
VP Client Services
EVO Payments International
In response to the complaint, we spoke with the merchant and advised that a refund was being issued for $500 representing the equipment charge. This should be in their bank account on file within 3 business days.The early closure fee of $395 and $295 representing reimbursement from prior processor...
will not be refunded and were properly disclosed. Copies of the merchant contract, reimbursement certificate and terminal placement agreement were previously sent to the merchant.We do regret losing them as a customer.SincerelyEileen M[redacted]VP Client ServicesEVO Payments International
In regards to referenced complaint, we have researched the issue and can confirm that the merchants account closure request was indeed received. We apologize for the delay in processing the request and have refunded as requested $152.78. The merchant should see these funds in...
their bank account within 2 business days. [redacted] was notified of this via phone on 04/[redacted]/2015 9:16 EST. We trust this resolves the complaint.Sincerely [redacted]EVO Payments International
Please see response below to complaint.SincerelyEileen M[redacted]VP Client ServicesEVO Payments InternationalThis is in response to complaint from : LAY OF THE LAND 3 (MID [redacted]) located [redacted]. We were able to obtain a copy of the original request for closure and...
the processing agreement. Upon review it was determined that the merchant did not intend to process past March 2016 and that the merchant was under contract until February 2018. We will issue a courtesy credit of $218.97 via ACH for monthly fees from date the original request was received up until the date the account closure was processed. The early termination fee was determined valid and will not be credited. The customer was reached, contract was reviewed and advised of the credit. The merchant will be contacting the Independent Sales Officer for them to pay her the Early Termination Fee she feels they failed to verbally disclose. Ruben M[redacted]Relationship Management Supervisor
Revdex.com:
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:
We are not asking for FEES to be paid to us. We had a bank account go negative, we asked them to change it 1/*/2016 as you saw on our initial paperwork so we would no longer have funds deposit into a negative account. On the day it was supposed to switch, (1/*/2016), it did not, and we lost hundreds of dollars AFTER it should have changed. We are asking for the money we lost after that date, not before that date. Additionally, their response is FLASE, we sent bank screenshots showing that deposits did not start until Jan [redacted]. 18 days past their 3 to 5 day timeframe from the paperwork we filed on 1/*/2016 to change the bank account, per their policy. They keep responding to us without aknowlegeing the first paperwork we filed on 1/*, that they ADMITTED was the wrong paperwork, on 1/*. They promised me on 1/* that we would be made whole and now they are acting like they did notig wrong. This is insane!
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[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 and the matter has been resolved.
Sincerely,
[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 and the matter has been resolved.Thank you Ruben for contacting me today. I understand you have no control over the early termination fee as I was lied to by the person who signed us up. I have contacted him this morning, and have yet to get a reply. Looks like I'll have to file a complaint against them.
Sincerely,
[redacted]
In response to complaint, EVO Payments International does not feel that we should be receiving complaints pertaining to EVO Payments International Corp. - Canada ("[redacted]") as this is separate and distinct from EVO. We have attached a prior request to have them directed to [redacted].However, in...
an attempt to address the complaint, we have forwarded this to [redacted] so that they can work with the merchant to resolve the issue.Sincerely[redacted]
[redacted]
[redacted]
[redacted]
[redacted] [redacted] [redacted]
[redacted]
[redacted] [redacted]...
[redacted] [redacted] I am writing in response to your letter dated May [redacted], 2017, regarding the above-referenced complaint filed with your agency. Moca Payment Systems (“Moca”) takes pride in providing excellent customer service and we always work to resolve any concerns of our customers. Upon notification of this complaint, a Representative with Moca contacted [redacted] and we determined that [redacted] changed his business structure without notifying Moca of the changes, so funds were held. We have been working with [redacted] to open a new account with the proper information that is needed and he has been unable to send us the documentation that we required to open up the new account. Until we receive either the proper documentation or a signed cancellation letter with his intent to cancel the account completely…the funds in question will continue to be held. At this time, we feel that Moca has done everything in our power to resolve this issue to the best of our abilities. We appreciate all that the Revdex.com strives to achieve and are committed to providing excellent customer service. If you have any additional questions, please do not hesitate to contact me at ###-###-#### Ext # [redacted]. Sincerely, Kathy B[redacted] Sales Support Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have attached the document from my credit union in response to the "attempted" deposits from evo. America First Credit Union is an honest financial institution and assured me the tracing numbers were no where to be found (they would have seen them if evo truly made that attempt)
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and the matter has been resolved. I wish I had filed 4 months ago, maybe myself and my customers would have gotten our money back sooner. I see they made it out to be my fault, upon going over their reviews (most of which are BAD) I am not the only client that had problems with double charges, many had the same happen. Terrible company, I wish all those who are still with them much luck! May you never have a problem, because it will take it forever to get resolved.
Sincerely,
[redacted]
This complaint was forwarded to our [redacted] division in [redacted] and response is below. The merchant entered into an agreement with us on 04/**/2011. We have a signed contract on file with signature. We take identity theft very serious and if merchant is stating...
thisis not her digital signature we will take action. If this is identity theft then we will require the merchant to sign and an affidavit stating this. I encourage the merchant to call our Loss Prevention team to begin this process. The phone number is ###-###-####. Once the affidavit is signed and in the hands of the authorities we will issue a credit for the fees incurred. If this was not Identity theft the merchant is responsible for the monthly fees on this account. We have no record of the merchant calling in or sending us a term form prior to09/**/2014. We received the term form on 09/** and issued a credit of 2 months fees in goodwill. IF the merchant can provide proof of call or term form sent prior to this date we will consider a refund but please note the signed agreement indicates the merchant needs to notify us within 30 days of noticing the error and the merchant is responsible to review bankstatement and merchant statements monthly. [redacted] | [redacted]t: ###-###-#### | tf: ###-###-#### | f: ###-###-#### [redacted] | [redacted] [redacted] | [redacted]t: ###-###-#### | tf: ###-###-#### | f: ###-###-####[redacted] | [redacted] | [redacted] [redacted] | [redacted]t: ###-###-#### | tf: ###-###-#### | f: ###-###-####[redacted] | [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 and the matter has been resolved. We have received the cancellation notice as well as the refund requested. Thank you for your help...
in this matter.
Sincerely,
[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 and the matter has been resolved.Please withdraw my complaint. This issue has been resolved.
Sincerely,
[redacted]...
Revdex.com:
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 have contacted the company once for the past three days! They stated that my refund is going back into my account they provided me the correct bank account information they stated that it takes 48 hours to refund the account. Well it has been over the 48 overs by four days now. I have not got the money back that I am owed now I either want you to refund my money into my account or I want you to overnight me a check with the amount you owe me! [redacted] I want my money back
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
This is in response to complaint referenced above.
We have informed [redacted] his account has been closed as of 01/**/2016. The November 2015 fees for $66.45 are valid billed fees. The fees of $101.17 billed for the month of December 2015 were to be credited back to...
his account, however[redacted] informed us that his bank reversed the ACH debit of $101.17 and the funds are back in his account.
Per our conversation with [redacted] he is satisfied with this resolution.
We trust this resolves this issue.
Sincerely
Eileen M[redacted]
February 10, 2017 *
[redacted] I am writing in response to your letter dated February **, 2017, regarding the above-referenced complaint filed with your agency. EVO...
Payment Systems takes pride in providing excellent customer service and we always work to resolve any concerns of our customers. Upon receipt of this complaint, an EVO manager contacted [redacted] and we were able to come to an amicable resolution. We have agreed to close the account and waive the termination fee of $250.00. At this time we feel that we have been able to resolve this matter to the satisfaction of [redacted] and his business. If you have any additional questions, please do not hesitate to contact me at ###-###-####. Sincerely, Kathy B[redacted] Sales Support Manager
Upon receipt of the complaint we contacted the merchant in an effort to resolve the complaint. It was confirmed that he did not send a written request to close the account. The monthly fees that had been assessed on the account were rejected by his bank and therefore never collected by...
us . The merchant was advised at that time that his account was in default and that he is responsible for an early termination fee of $395 as well as an additional $395 that we credited to his account to cover the cost of the cancellation fee with his previous processor for a total of $790. Subsequent attempts to contact the merchant to resolve the issue have been unsuccessful – numerous phone calls and voicemail messages have been made but we have received no response to date. The account is now frozen pending a reply from the merchant.
Eileen M[redacted]
VP Client Services
EVO Payments International
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted] [redacted]
[redacted] [redacted]...
[redacted]
[redacted]
[redacted]
[redacted] I am writing in response to your letter dated January [redacted], 2017, regarding the above-referenced complaint filed with your agency. Zenith Merchant Services takes pride in providing excellent customer service and we always work to resolve any concerns of our customers. Upon receipt of this complaint, a Customer Support Representative contacted [redacted] and we were able to come to an amicable resolution. This merchant will be credit back a total of $790.00 for two of the Termination fees charged to him. At this time we feel as though we have resolved this issue to the merchant’s satisfaction. If you have any additional questions, please do not hesitate to contact me at [redacted] Sincerely, Kathy B[redacted]Sales Support Manager
Although we dispute the allegations outlined in the merchants response, in an effort the resolve this complaint, we are closing the account and will not assess the additional fees.
We hope this resolves the issue
Sincerely
Eileen M[redacted]
VP Client Services
EVO Payments International
In response to complaint, we have tried to contact [redacted] on 01/**/2016, 01/**/2016, and 01/**/2016 for MID [redacted] Lutheran Memorial Learning Center in regards to account closure and a refund request.
The closure request was sent to the sales...
representative and not to EVO Payments International directly. Our office did eventually receive the closure request. However, EVO is honoring the closure request that was initially sent in August 2015. Due to this account being open and processing in August 2015 all monthly fees billed at month end for August 2015 are valid and will not be refunded.
Credit was issued for September 2015 fees ($21.95), October 2015 fees ($21.95), and December 2015 fees ($227.05) totaling ($270.95). On December **, 2015 ($22.95) was credited for November 2015 fees.
Lutheran Memorial Learning Center is being refunded total fees in the amount of $270.95 and the account has been closed. We regret the inconvenience this caused and apologize for delay in processing the closure. We trust this resolves the complaint.
Sincerely
Eileen M[redacted]
VP Client Services
EVO Payments International
In response to the complaint, we spoke with the merchant and advised that a refund was being issued for $500 representing the equipment charge. This should be in their bank account on file within 3 business days.The early closure fee of $395 and $295 representing reimbursement from prior processor...
will not be refunded and were properly disclosed. Copies of the merchant contract, reimbursement certificate and terminal placement agreement were previously sent to the merchant.We do regret losing them as a customer.SincerelyEileen M[redacted]VP Client ServicesEVO Payments International
In regards to referenced complaint, we have researched the issue and can confirm that the merchants account closure request was indeed received. We apologize for the delay in processing the request and have refunded as requested $152.78. The merchant should see these funds in...
their bank account within 2 business days. [redacted] was notified of this via phone on 04/[redacted]/2015 9:16 EST. We trust this resolves the complaint.Sincerely [redacted]EVO Payments International