Expect Payment Solutions LLC

Complaint: [redacted]I am rejecting this response because:
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We signed up with EPS upon multiple emphatic assurances that they could work with the way we currently process credit cards. We have had other processors come to us declaring that they could save money and work with the Linkpoint interface (the way we currently process credit cards). So when EPS came to us we did not just check and double check with them that they could work with the Linkpoint interface, we asked them to triple and quadruple check. They assured us that they could.
However, when the time came make it work, instead of being able to continue to use the Linkpoint API that was programmed into our billing system we were directed to instructions for GGE4. We examined those instructions and agree that “FDMS ... in fact, changed the entire to [sic] concept to a program called GGE4”. While EPS may be 100% compatible with GGE4 program, the GGE4 program is different from the interface we are currently using and would have required costly and time consuming reprogramming in our billing system, the exact thing that we wished to avoid.
Additionally, we never received any equipment nor a copy of the signed agreement from EPS and, again, were assured by EPS's representative that it was ok for us to walk away without any costs being incurred if there was no 'seamless' integration. This representative even had a meeting with the owner who assured her they were buying our lease back due to their inability to seamlessly integrate. It would also appear that EPS submitted their Exhibit D before integration took place which we understand to be a fraudulent action.
Repeated phone calls were made to EPS asking for the owner to call us back and he never has.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: They claim they saved us money, but even after reducing the $300 per month fee to $50, their total monthly charges were much more than we were paying before switching to Expect. We kept telling them their fees were still too high, and they kept promising to see if they could reduce their fees further. After many months of hanging on and hoping they would indeed reduce their fees further, we finally had no alternative than to switch back to our previous provider. I have a lot of emails documenting all of that, plus I have ample proof that their fees were much higher than we had been paying previous to switching to Expect. Their guarantee is that we could switch with no fees if they couldn't save us money. They didn't save us money, they cost us many thousands of dollars.Sincerely,[redacted]

We have every intention of following through with what was promised from our end in terms of handling the lease.  To clarify, we were told initially by the sales rep that the merchant was willing to deal with the work-around we had set up in order to make sure the compatibility was there,...

otherwise, we would not have pursued the deal. 
 
With that being said, we are looking further into this for a resolution as we thought that this was already taken care of.

I am sorry that you feel taken advantage of, that is certainly not our goal at all.  There are two important details that we focus on, one is the service being offered, the other, which is typically the most important to our customers, is the savings.
The paperwork and the concept are not difficult to decipher, and in your case, you had one of our best explaining it to you in Mrs. [redacted].  We have always been and will continue to be up front and honest with our customers as we are looking to forge long-term relationships with them.  Many companies are trying for the quick dollar, that is not how we operate.
While I would not have an issue with an outside party handling the review, there really is no outside party that handles situations such as this.  If you show it to another entity similar to ours, they will adjust what they need to adjust to try and show you savings with the hope that once you sign their contract, you will be locked in regardless of whether or not you are saving money.
I am sorry that your experience up to this point has not been a good one from a service standpoint though I am comfortable with the fact that we are saving you money.  I will make sure that we do a better job moving forward with our response time and service levels.

Mrs. [redacted],
 
You were put into a lease, please keep in mind this was before the ownership change with Expect Payment Solutions.  In an effort to keep our reputation in tact, we elected to fix this issues even though we did not technically have to do so.  We completely disposed of...

the lease even though we were only supposed to knock a portion of it off.  In doing so we also refunded the you the added fees you were charged for the entire time the lease was enforced.  By doing this, we did indeed put you into a situation where you were saving money yet you still elected to switch, for this reason and the time and effort that went into straightening up you account, these are fees that are owed to us and I will not back down on these, I will do what I need to do what is owed to used based on your breach of contract.

We have not received the payment the business indicated would be forthcoming.

Complaint: [redacted]I am rejecting this response because: It is simply more of the same. The Judgment was entered in September and is still not paid for $646.20 plus the $350.00 which should have been processed and put in our account. Holding up our account when they owe us more money is simply wrong. Even [redacted] said, it was ridiculous that they haven't paid us when they receive money and had promised to pay in October but the check never arrived. This is simply more phony promises. It is clear that this company has committed felony fraud and once Jeff S[redacted] is confirmed I am sure there will be federal action against all the players of this scam. Enough is enough. Give them an F rating in the Revdex.com.Sincerely,[redacted]

I would like to reopen our complaint against Expect Payment Solutions, Complaint # [redacted].  I have dug through lots of old emails and files and now have proof that their original estimate they gave us showed they promised they would save us money was based on our statement from SVSB, not the later statement from Vantiv, as Derek seems to believe.
SVSB, our previous bank, was bought out by Washington Federal. As part of the transition, we were informed they would switch us to Vantiv for our merchant provider. Since Vantiv’s charges were much higher than we’d been paying with SVSB, [redacted] (my manager) looked into other merchant providers. With each company she contacted, she had them compare their rates with SVSB’s merchant provider rates. If we could not find a merchant provider that could beat SVSB merchant provider rates, we would switch back to the merchant provider that SVSB used (which we have now done, at the same low rates they gave us previous to switching from them).
I have attached the most important files, although I have a lot more I can forward if needed. Below is a list of the attachments:
1. Expect’s comparison with SVSB. Please note that this is the quote upon which we based our decision to switch to Expect.
2. Expect’s letter regarding a $750 refund. We were promised that if Expect couldn’t save us money, they would give us $750 for our time and hassle.
3. Expect’s release if no savings letter. Self explanatory.
4. Merchant Agreement. Please note that this clearly states that SVSB was our previous provider.
5. and 6. The October 2013 SVSB merchant statement upon which Expect based their comparison (see attachment 1. above).
[redacted] and I have had to spend countless hours digging through old emails and files to provide the proof that Expect did not live up to their promise of savings. This is something that Derek could have done, since he should have had the original quote from Expect in their files.
No amount can truly reimburse us for all time and frustration this has caused us, not to mention the thousands of dollars in extra fees we paid while with Expect while waiting for our promised savings. However, in order to resolve this, I expect the following:
A. We will be released from our contract with no termination fees or charges.
B. We will receive the $750 refund that was promised in 2. above.
C. We will receive a refund for all the monthly charges from Expect during the past few months while trying to resolve this problem. The charges are as follows: Sept. $106.02 plus $15.00, Oct. $57.90 plus $15.00, Nov. $57.90 plus $15.00, Dec. $57.90 plus $15.00. The total monthly fees come to $339.72.  If this drags on into next year, I also expect that those monthly charges will also be refunded.
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]

To clarify, nothing was "misrepresented" as they put it, the real issue is that after we had put in much time and effort in getting this account set up, it was brought to everyone's attention that their particular business fell into a "prohibited" category by [redacted], this had...

nothing to do with misrepresentation at all.  In fact, we did indeed ship equipment, that is what prompted to initiating of the lease agreement which was signed by the merchant, we were not notified until approximately one week later that we could not process for them.Once we were told this was the case, we did spend time looking into potential options as we are in the business of gaining clients, not turning them away, so yes, we did take some extra time to shop around and see if we could indeed board them as our merchant.Once we found out this is not the case, we did agree to release them of their obligation and they will be receiving a refund in the amount that they have requested.  There was no misrepresentation of any agreements, no failure to deliver and in truth, the account was stopped based on the merchant product, nothing to do with EPS in any way, shape, or form.

I would like to clarify the situation as it stands as Expect Payment Solutions did not put any hold on any money that was owed, we do not have the ability to do so even if we wanted to.  The "back end" administrative as it pertains to the money is all handled by [redacted]...

[redacted].  On or around January 10th, you notified us that you had not received the $350 owed to you based on your processing.  Mrs. Katie W[redacted] let you know at that point that a stop payment you had put on a [redacted] charge back in December let to what is called a NACHA reject from [redacted].  She also sent you a form to fill out to get your money out of reject that simply had to be filled out and sent back to us.  I have email strings beginning on January 10th and ending on January 12th that show my staff attempting to get you to fill out the form so you can get your money while you are doing nothing but threatening such items as "sending Federal Agents to your office," and a "judgement from the State of Washington Attorney General against us." 
Secondly, we have the issue of the money owed to you, which is accurate, however, if you remember correctly, we have discussed this and I told you that the end of January will open up the opportunity for me to get items such as this squared away due to some financial hardships that made it impossible right now.  We had discussions about this and I told you that we have every intention of squaring up with you, I just need the means to do so. 
In closing, I do not know if you ever filled out the form for [redacted] to get everything reinstated, there is nothing we can do to help you with that other than guide you through the process and we are not holding any of your money that you processed, we do not have the ability to do so even if we wanted to.  If you have not filled out the form, we will gladly assist you so we can get you back to the point where you are going to see the deposits regularly and I will be in touch when I have the means to get the money owed back to you.

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.
It is true that our issue with Expect Payment Solutions is now resolved, but not as a result of any action taken by Expect Payment Solutions.
After we contacted First Data Global Leasing, and explained that FDGL was contributing to fraudulent withdrawal of monies from our account as a result of Expect Payment actions and the lack of equipment delivery (for which the payments were intended to cover), then FDGL performed their own in house investigation and agreed with us, then refunded our money in full and cancelled the contract. 
FDGL took this action unilaterally in less than 2 weeks from our fraud complaint, since they were implicated in the Expect Payment actions that resulted in the automatic debits from our accounts. 
Expect Payment continues to blame FDGL for the 4 months of slowness in satisfying our complaint, but I know for a fact that had Expect Payment acted in good faith, the matter would have been resolved in less than two weeks (as was proven by FDGL once they became aware of the facts themselves).
At the time we contacted FDGL ourselves and complained, there was no record of any contact by Expect Payment Solutions asking FDGL to cancel the contract and refund our money, revealing that Expect Payment Solutions was merely stalling for time (4 months), since the monies Expect Payment received from FDGL (over $10,000) as a result of writing the equipment lease contract would have to be refunded to FDGL.
The resolution was performed by FDGL unilaterally only after we contacted FDGL and registered a fraud complaint. Sincerely, [redacted]

First off, just to clarify, it is G[redacted], not G[redacted], a simple mistake similar to the one I made in my initial response stating $95 versus $75, my apologies on that.
 
According to the printout we have from FDGL, it shows that the lease is no longer active, with that being the case, there is nothing for us to do further except show where the savings would have been had he stuck with us.  I would attach the proof, however, there is some personal information that I am sure Mr. [redacted] would not want as public knowledge, therefore I will not post it.
It can be equally frustrating for us to get certain aspects handled and in this case it is taking a bit longer than we anticipated, however, I cannot remove something that is not there and is showing based on the reporting tools provided to us by FDGL, as disposed.

We will pass your request on to the company we use to get our lists.  These are not lists we compile ourselves, we purchase them from a third party.  I do apologize and I will make sure to pass this on to the company we do get the numbers from.

Complaint: [redacted]
I am rejecting this response because:
I have not yet received the documentation and have been told before numerous times that the paperwork will be "sent" to us and still do not receive it. I want a refund for the three months of services that I have not used or have been provided by your compny that you have failed to respond to.

Complaint: [redacted]I am rejecting this response because:
 
They did not provide excellent customer service. How can they say they aren't responsible when they are the ones we signed the contract with. They need to be forthcoming with the fact that they have no control over who their clients are and they absolutely were not. They need to be held responsible period. Passing the blame on to someone we did not sign a contract with is unacceptable.Sincerely,[redacted]