Expect Payment Solutions LLC

While the recollection of events and "assurances" appear to be different than what my staff seems to recall, I am willing to remove the lease. With that being said, I am not willing to stand down on the cancellation charges to be paid based on the fact that none of what has been indicated is listed in the paperwork and I have no choice but to work with what I have in writing. Our standard response is the fact that if given a month we can prove savings and that is where our premise of standing behind our promise comes into play, however, that is a written promise, I am being asked to forgive everything despite the time, effort, and purchases needed to get the account approved and set up based on what was allegedly spoken during conversation
I have no intention of foregoing any further fees based on the efforts of my staff and the supporting documents in my possession signed by the merchant for us to handle their processing. If this offer is not satisfactory I have no problem moving into legal jurisdiction with all the factual information in my possession including but not limited to, a signed contract, a signed merchant receipt, and initials on additional forms clearly stating the bounds of the agreement

If you look at the contract, it clearly states FDMS as the primary company for the processing. Have you made any attempts to contact FDMS to find out why it was closed? We will gladly assist you in any way we can, however, we cannot help fix a problem if you will not find out what the problem is. I can appreciate you wanting to attached the blame to EPS, however, the fact that they will not divulge personal information to us regarding the account is something all merchants should be thankful for. I don't believe that many business owners have a problem with keeping their information secure. Please call them, find out the specific issue, and get back to us, there is nothing I can do at this point, we did not take that money ourselves, nor will we see any of it

Complaint: ***I am rejecting this response because:
I appreciate Expect’s efforts to remain professional and attempt to address all my issues in an orderly fashion
Still, to be clear, I feel taken advantage of and am not at all comfortable with the established lease; a contract which, by Expect’s own admission, is so unclear as to require “deciphering”, and the need to If Expect is an organization that truly values its customers, I hope they will try clearly communicating and disclosing all details to clients in the future
Apart from the murkiness, to have contracted my small and still growing business with three machines for four years, by Expect or their beloved associates, who knew full well that I only needed one terminal, is laughable at bestIn reality, the lease is detrimental to my business and in my opinion, unethicalIf Expect is interested in doing good business and continue building their reputation, I urge them to rewrite the lease to suit the needs of my business
I appreciate Expect for finally sending the check for $1,A check that, from my perspective, was elicited only after continual prodding on my part. Expect reports that they were uncertain of how to move forward, yet never contacted me once to explain this, while at the same time, stating every month that a check was going out on the 25th This check strikes me as another shmoozy move to gloss over their shortcomings
I also appreciate Expect’s efforts to provide simple and basic analyticsUnfortunately, I do not trust Expect to provide unbiased numbersI request independent analysis so all parties involved can deduce the actual goings on of this affair.
Sincerely,*** ***

In response to the claim filed by Mr***:
The first portion of what he stated is correct, the rates were higher. However, he contacted our office and was then contacted back by MrTodd P*** who told him that he would pass on the fact that he was being charged more. MrP***
passed the information on to MrMichael S*** who then made adjustments to the rates on the account to the point where savings would be confirmed once the lease was bought back. I (Derek G***) submitted for buyback of the program fee of $per month even though our original conversation was that we would make an adjustment of $and leave the balance in place. I felt that given the issues it was the right thing to do so I submitted for a buyback of the entire program. This was submitted, however, as I explained to Mr***, First Data Global Leasing was going through some major changes at that time including the fact that our dedicated relationship manager quit so we had no specific contact
As of yesterday, the account is showing that it was closed by First Data Global Leasing, that coupled with the changes we made to the account, we were indeed saving Mr*** money, in comparing rates minus the lease on the spreadsheet he sent us using comparable months of volume, we were saving on average about .50% over where he was previously
While I understand the frustration in getting the lease portion handled, we acted as quickly and responsibly as we could from our end, therefore, his cancellation of the program prompted the charge of $495. Had we truly been unable to make the adjustments necessary, we certainly would not have charged anything, however, we did save him money after adjustments were made

We did correspond and went months without a response. The real issue at play here is that the merchant did not follow through with their end of the agreement, changed providers without giving us a chance to fix whatever the issue was, thought they could get away with blocking payments and
not having to pay fees and that is not how an exclusive agreement works. If we are given a chance to fix an issue and cannot, that puts us in a unique position as we can decide what needs to be done and if indeed we have an issue that cannot be fixed. Often times merchants will make a switch with little to no regard for the agreement that they signed. If merchants would get in touch long before making changes issues such as this would not happen. We did get in touch with you, Mr*** *** and Mrs*** *** both tried via phone and email after receiving equipment. Sending a machine back prior to the expiration of the term does not relieve you of your obligations. You signed an agreement, I will gladly send copies of that along with certain emails as I don't want to disclose personal items in a public forum. There is nothing I can do regarding the machine other than send it back to you in order to fix the issue. If you choose to go the route of an attorney, I will turn our information over to them. I am a very fair person and have been willing to work with many merchants over the last years but will do so only when given a fair shot and don't feel as though someone is trying to blame their lack of due diligence in choices they make on me and my company. I

*** We are not out of business and I do apologize for the issues. It was on your statement a few months ago that we changed our number. You can call *** *** and follow the auto-attendant for issues you may have. If you let me know what the issues are I can
work with you in getting it handled and again I do apologize for the inconvenience

Complaint: ***I am rejecting this response because:
Thus far I have received emails from Derek G*** President/CEOIn those emails, he has promised that this would be resolved on the following dates: June 2015, July 2015, November 2015, January 2016, March 2016, April 2016, August 2016, September 2016, October and now February The messages were nearly the same as the most recent oneWe have offered a payment plan option on numerous occasions and he has not agreed to thatI feel that this is another stall tacticIn addition, the phone number which is published on the EPS website has been disconnectedMy fear is that they are going out of business very soonPlease let me know if you need to see the emails. Sincerely,*** ***

Expect Payment Solutions is not out of business. We are just finishing the process of moving and the phones system should be back up and working within the next couple of days. We will be posting new information and sending out email blasts to make everyone aware of the fact that we have
moved to a new location. I can assure you we are not out of business

Complaint: ***I am rejecting this response because:
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“I am willing to remove the lease.”
That is disingenuous, because:
We never received any equipment
When informed of the egregious situation First Data removed the lease and is refunding all lease paymentsHere is a copy of their email to us:
Good Afternoon ***,
Thank you for responding to my email and for providing the below information as wellIn review of the concerns we have moved to terminate the lease agreement on your behalf and will be issuing a refund for the prior payments made as wellThe net amount of the refund is $Please allow to business days for the receipt of the refund
NaTasha M***Presidential Liaison, Business Effectiveness1.800.416.1075 Toll Free
[email protected] |firstdata.com
The simple facts are:
EPS never processed a single transaction for *** *** *** *** or *** ***
We recall very, very well that there were EMPHATIC and MULTIPLE assurances from EPS that EPS could process transactions through the Linkpoint APIWe were told it would be a 'seamless' integrationWe told the sales representative that no one else had been able to integrate with the way our billing system submitted transactions but Mike S*** assured us EPS could and that if EPS couldn't we could walk away with no cost to us
It turned out that EPS could NOT process transactions through the Linkpoint API
EPS instead offered an alternative processing method that was absolutely NOT 'seamless'It would have required a time consuming and costly re-write of the software in our billing system, the exact thing the assurances were meant to avoid
Your representative told us the account was being closed in September when she realized you couldn't integrate with our system
We haven't received a copy of our complete signed agreement with you either and I requested a copy from Katie in your office yesterday
We will not pay any additional fees and expect a full refund of all charges made to our *** *** *** *** account and our Cyberlog account
Sincerely,*** ***

I was able to get down to the bottom of the charges. We have days left on our contract and will be moving on with another vendor. Thank you for your willingness to assist! Please disregard this complaint.Thank you. Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

I do apologize for the issue that you are having in getting your account cancelled with us. Our notes do indicate further discussion between *** and the business, however, at this point, I will make sure that you are mailed the appropriate information to get your account cancelled

In response to this particular complaint, it has already been resolved based on what they were looking for which is refunds being given and the lease has been bought back. I would offer up my apologies to them on how long it can take for this to happen on some occasion, however, working with a third party such as FDGL can be frustrating for all from time-to-time.
I do believe that all is well moving forward and both parties have parted ways

Complaint: [redacted]I am rejecting this response because: We never received any equipment. When [redacted] withdrew the first payment out of our account, we complained to our rep that they had withdrawn money without delivering equipment or services. The fallout from that day led to the cancellation of our contract with promises from Darrell, the owner of Expect Payment Solutions, that our money would be returned. We saw two more withdrawals from our account of $280 each (plus the prorated initial payment of $300+ and two monthly payments from authorize.net, a service we have never utilized) before we called [redacted] to find out if Expect Payment had initiated a buyback of the lease as Darrell had informed our rep three months in a row that he had done. Three months in a row, his words were always, "Oh yes, I initiated the buyback three weeks ago. it is [redacted] that is slow about responding". [redacted] confirmed to us that no communication had been made by Expect Payment Solutions initiating a buyback in the prior 3-4 months. Darrell once again promised last Thursday or Friday that he would deposit all missing funds into our account and copy us on the communication to [redacted] regarding the cancellation of the lease. We have received neither as of Wednesday the following week. Darrell is once again misrepresenting himself. Sincerely,[redacted]

Hello my name is Mike S[redacted] and I am the Director Of Operations with Expect Payment Solutions.
 
In Reviewing the information submitted to the Revdex.com and going through our records I have found that we did in fact sign [redacted] on 2/21/16. There was in fact an error...

upon programming the initial equipment by the deployment department. That error was corrected and that equipment was replaced in a timely manor. Once the newly programmed equipment reached the client  on 3/15/16 several attempts were made to get the equipment installed, with no response or return call (please see attachment #1 from deployment department outlining contact attempts). Since Expect Payment Solutions was unable to get client up and running a credit was issued to the accounts on 3/29/16 for Feb Billing Cycle, with the hope they would be installed and processing before the next billing cycle. Again with repeated attempts we were unsuccessful in getting the system installed with the cooperation of the client. Last install attempt was on 5/17/16 again no response from the client.
On 5/25/16 Expect Payment Solutions received E-mail correspondence and attachments from a [redacted] outlining some issues and requests for refunds. (please see attachment #2).
I received that information and the file that following week when I returned from a family vacation. I promptly replied to [redacted] on 6/6/16 (please see attachment #3). I called the next day to discuss the information received and a resolution however [redacted] was not available so I left a message for a call back. I followed that call up with another E-mail on 6/10/16 (attachment 4) outlining a resolution where we would be giving the client everything they asked for with the exception of rescinding the original contract. I received again no response from the client. I followed that E-mail up with another phone call in which again I left another message for [redacted] and received again no response.
Attachment #5 (Please redact from public view) is the actual agreement entered into by [redacted] that outlines all cost associated with both the trust and the general account.
While I do understand that the client feels we are unable to do what was proposed, we feel that without being given the opportunity to actually do so there are no grounds for this claim. We are very familiar with our program and how it is able to save our clients monies as guaranteed over who they were processing with previously when given the opportunity. [redacted]'s claim that we have been unresponsive and unwilling to communicate as you can see is inaccurate, not only have they had my contact information for here at the office they have also had my cell phone number as it is in my e-mail but Expect Payment Solutions has made several attempts to satisfy the clients expectation and move forward and build a solid relationship. Expect Payment Solutions would be happy to refund non processing charges to date once we are installed and they are processing with us as agreed upon.

This will be resolved before months' end.  Regardless of whether or not we retain Mr. [redacted] (which we won't) we will handle the issue.  The lease will be handled and disposed, refunds will be given.  This was a unique scenario and I offer my deepest apologies for the delays...

involved.  Despite their decision to switch and move on, EPS needs to and will honor their commitment.  We wish the [redacted] family the best of luck moving forward.

Complaint: [redacted]I am rejecting this response because:
I will gladly accept the response when the issue is satisfactorily resolved.  I have heard the same promise for 2 years running.
Sincerely,[redacted]

There is no "fraud" on our part, we lived up to our agreement, you are the one who chose to cancel early and then when hit with fees decide to take it to a public forum and paint a picture of us as the bad party.  The fees for cancelling are clearly stated in our agreement and the reason you were dealt with via email is due to the initial nature of your phone call and threats.  Per our attorney, all correspondence was done in writing for this exact reason.  We had an agreement, we were fulfilling our end, you are the one who left early, were told of charges and is no crying foul...  You broke the agreement and money is owed because of that and for no other reason.  Wrongful or criminal deception is the definition of fraud, please explain to me how you were deceived?  You signed an agreement in 4 places, initialed in 7 more spots, used our services for almost 3 years, terminated the agreement early for reasons unknown, and  I am committing fraud?I am done responding to this, if I do not receive a check for the amount owed I will move this on to collections.

Complaint: [redacted]I am rejecting this response because:
 
In the original quote from EPS for merchant card services given to us a $75 equipment package fee was included. With this fee included it was estimated that we would be saving $60/mo over our previous provider based on an average volume of $10,257.72. In Oct 2014 we had sales of $10,963 with processing fees totaling $399.43. In Oct 2013 with $10,723.75 in sales our previous provider charged us $306.51. In Sept 2015 we had sales of $10,882.95 with fees of $325.32. This showed improvement but still higher than our previous provider and certainly no savings.
Mr. G[redacted] states that "savings would be confirmed once the lease was bought back" and that he "submitted for a buyback of the program fee (is this the lease?)of $95" (the lease was $75). On Aug 4 Mr. G[redacted] wrote in an email:
"When I have a more solid answer from FDGL I will let you know."
Had Mr. G[redacted] bought back the lease the savings Mr G[redacted] promised would have materialized. As of Dec 2015 the lease was still in place. I can only assume Mr. G[redacted] never intended to pay off the lease as it could have been done at any point within the time between when I sent my first email about my concerns in April  2015 and Dec 2015. The major changes that FDGL was going through would not have prevented them from accepting a 
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: Like I said before, we signed a contract with Expect payment solutions. It really seems as though they are just making excuses. They should have disclosed the fact that they have no control over who their customers are or who is going to be rejected. Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:I have tryed for months to contact this business to dispute charges and fees I had tryed contacting them to close the acc and give notice to them and there number had a busy signal for months! I then had the  first data company try getting them and they tryed for months and many hrs on hold from both my company and first datas. They have all of this documented on there system saved. I only received a couple of emails saying I owe money but I had tryed several attempts to speak with them and they never called to ask me reguarding the fees in question. I have there bills on letterheads from them with a phone number and they are not real numbers first ones were just busy signals always no voice mail or anything now It is some youve been selected for a free walmart card or something on the new number on the bills from them. I need to know what proof I can send and who to send it to at Revdex.com and I will do this.  I am very frustrated over the fraud this company is doing.
Sincerely,
[redacted]