First Data Independent Sales

Good Morning, E-cig Solutions LLC was in the process of trying to change their bank account through our customer service department and had submitted the wrong paperwork several timesOn January, 15th I was contacted by E-Cig Solutions LLCI was asked to help them submit the paperwork required to update their bank account informationI explained to him it would take hours to complete the change after the paperwork was submittedThis is standard policy On January 19th I was notified the drivers licenses was not clear enough to read and would need a new copyI left a message at their business location that I needed them to call to discuss the bank account changeWe received a call on a recorded line at 7:36am and the notes were typed and time stamped into our system by representative F8DZUCThe person calling cleared level two security and was told they would need a clear copy of the driver’s licenses and to contact their sales representative and their request was rejectedThey were also advised of the timeframes for their service request to be completedOn January 19th I was called by [redacted] and explained to her that she could text me a picture of the driver’s licenses rather than sending a printer copyI received the driver’s licenses and the change was completed On January 19th I received an email from Thomas [redacted] asking if the request had gone throughI explained it went through that morning Apparently Mr [redacted] was holding the funds in his terminal as he was overdrawn on his bank accountHe was trying to not pay his overdrawn balance due to his financial institution on fileSo his bank account on file continued to go negative as they decided to withhold funds due to their financial institution and change to a different bankWe would have no way of knowing this and it’s not our policy to work with the merchant to circumvent fees owned to his financial institution The funds went to the bank account authorized by the merchant on file as the merchant closed out prior to hours from the time the request was completedThe merchant stated to me he closed the batch to speed up the deposit into his new account as he had already wrote checks on that new accountThe merchant acknowledges in his complaint that he understood the change would take hours form the time it was changed and they were notified of this on a recorded line on January 19th He also acknowledged he received the confirmation the account was changed on January 19th as well as it was noted and recorded in our system We understand Mr [redacted] is having some financial difficulty and hopes he can resolve them with his bankAll fund due to the merchant have been sent to the merchant and the merchant acknowledges thisThe merchants account was already overdrawn and was made worse by the merchants choice to not batch out his terminalThe bank simply retrieved the funds the were due form Mr [redacted] Notes: [redacted] [redacted] ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Bottom line: Regardless of the issue with our prior banking institution(still in dispute with the branch president), it is our business and prerogative to change banking institutions and request to have our funds batched wherever we would likeAs well as put our faith and trust in these companies whom we trusted to do business withThe small guy gets bullied by big banks.
On Jan19thMr*** and customer service had communicated via email and phone conversations that the work order to change our account had been completed to the new banking institution Clearly we do not have access to their computer systems so, the only way we know any information is based on what they tell us They gave us fraudulent information,in which was, that our banking institution changes were completed in their systems the morning off the 19th and re-assured us that when we batched out our terminal the evening of the 19th, the funds would be deposited into the new bank account as requested
On Jan20th when we checked both bank accounts, in fact, the changes were not made and the batch went into the prior bank account that was in disputenot that we were not going to pay the banking institution another statement by Mr***, yet that we were working on a resolution with them In the interim, this created more problems because of the wrong information we were given by Mr.*** and First Data Customer no ServiceThe admission by Mr*** is in the emails attached, stating that he would work on reversing the funds(another promise) which would require them to do immediately while they were still pending on Jan 20rth when we contacted them Instead, the changes that we originally requested and were told were completed on the 19th were actually made immediately on the 20th when *** called to complain about the batch going into the wrong account, yet the reversal of the pending batch was not done thenWhy Not?!
Mr*** asked for the batch report number and had someone on the phone making the changes then
Once again the ball was dropped! Funny how the so called completed change was made immediately when *** called to complain about the batch going into the wrong account because the change had not been done on the 19th, yet the reversal was not done immediately also.
Do not make promises when you can not execute, if so then make good by your customers and own up to your mistakesA refund not reversal is due now since the ball was dropped on the 20th when the funds were pending and could have been reversed and re-deposited into the correct accountCustomer service should be your priority Mr***! You are the agent and liaison to First Data and signed us up and told us to deal directly with you that you would take care of everything Just another sales person dealing out lies and promises representing First Data.
Since you are not owning up and un-willing to refund us we have no choice other than to take the next steps.
Changes not made when stated they were
Pending batch not reversed
Mr*** please produce the text of the drivers license as you stated you requested from *** on the 19thAnother lie!! The email with the DL was actually sent on Jan 14th (see attached email) to you along with all the other docs that were sent to customer service on Jan7th*** had no way of sending to you via text, which is not secure and she would not have done in the first place.
Lies Lies Lies and more Lies!!
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Bottom line: Regardless of the issue with our prior banking institution(still in dispute with the branch president), it is our business and prerogative to change banking institutions and request to have our funds batched wherever we would like. As well as put our faith and trust in these companies whom we trusted to do business with. The small guy gets bullied by big banks.  On Jan. 19th. Mr. [redacted] and customer service had communicated via email and phone conversations that the work order to change our account had been completed to the new banking institution.  Clearly we do not have access to their computer systems so, the only way we know any information is based on what they tell us.  They gave us fraudulent information,in  which was, that our banking institution changes were completed in their systems the morning off the 19th and re-assured us that when we batched out our terminal the evening of the 19th, the funds would be deposited into the new bank account as requested.  On Jan. 20th when we checked both bank accounts, in fact, the changes were not made and the  batch went into the prior bank account that was in dispute. not that we were not going to pay the banking institution another false statement by Mr. [redacted],  yet that we were working on a resolution with them.  In the interim, this created more problems because of the wrong information we were given by Mr.[redacted] and First Data Customer no Service.The admission by Mr. [redacted] is in the emails attached, stating that he would work on reversing the funds(another false promise) which would require them to do immediately while they were still pending on Jan 20rth when we contacted them.  Instead, the changes that we originally requested and were told were completed on the 19th were actually made immediately on the 20th when [redacted] called to complain about the batch going into the wrong account, yet the reversal of the pending batch was not done then. Why Not?!Mr. [redacted] asked for the batch report number and had someone on the phone making the changes then.  Once again the ball was dropped! Funny how the so called completed change was made immediately when [redacted] called to complain about the batch going into the wrong account because the change had not been done on the 19th, yet the reversal was not done immediately also. Do not make false promises when you can not execute, if so then make good by your customers and own up to your mistakes. A refund not reversal is due now since the ball was dropped on the 20th when the funds were pending and could have been reversed and re-deposited into the correct account. Customer service should be your priority Mr. [redacted]! You are the agent and liaison to First Data and signed us up and told us to deal directly with you that you would take care of everything.  Just another sales person dealing out lies and false promises representing First Data. Since you are not owning up and un-willing to refund us we have no choice other than to take the next steps. 1. Changes not made when stated they were2. Pending batch not reversed Mr. [redacted] please produce the text  of the drivers license as you stated you requested from [redacted] on the 19th. Another lie!! The email with the DL was actually sent on Jan  14th (see attached email) to you along with all the other docs that were sent to customer service on Jan. 7th. [redacted] had no way of sending to you via text, which is not secure and she would not have done in the first place. Lies Lies Lies and more Lies!! 
Regards,   
[redacted]

As stated you received all funds due on your clearing account. As stated by you you understood it would take 48 hours for the bank change to go through after the change. You signed a document stating your authorized clearing account would remain open during the change process and stating 2-3 business days to complete from the time of acceptance of your request. You were advised of the date the account was changed after several notifications previously that your request was rejected due to lack of documentation on a recorded line and advised of the time frame for the funds to be sent to the new clearing account. You acknowledged we tried to retrieve your funds on your behalf and determined your authorized clearing account was severely overdraw due to issues with your bank. As stated by us we hope you can get your finances worked out with your bank. It sounds like they received the money that was owned to them. We have sent  all fund to your account in accordance with the guidelines set forth in the bank account change form and the merchant processing agreement. Thank you.

Good Morning, 
E-cig Solutions LLC was
in the process of trying to change their bank account through our customer
service department and had submitted the wrong...

paperwork several times. On
January, 15th I was contacted by E-Cig Solutions LLC. I was asked to help them
submit the paperwork required to update their bank account information. I
explained to him it would take 48 hours to complete the change after the
paperwork was submitted. This is standard policy.
On January 19th
I was notified the drivers licenses was not clear enough to read and would need
a new copy. I left a message at their business location that I needed them to
call to discuss the bank account change. We received a call on a recorded line
at 7:36am and the notes were typed and time stamped into our system by representative
F8DZUC2. The person calling cleared level two security and was told they would
need a clear copy of the driver’s licenses and to contact their sales representative
and their request was rejected. They were also advised of the timeframes for
their service request to be completed.. On January 19th I was called
by [redacted] and explained to her that she could text me a picture of the driver’s
licenses rather than sending a printer copy. I received the driver’s licenses
and the change was completed.
On January 19th
I received an email from Thomas [redacted] asking if the request had gone
through. I explained it went through that morning.
Apparently Mr. [redacted] was
holding the funds in his terminal as he was overdrawn on his bank account. He
was trying to not pay his overdrawn balance due to his financial institution on
file. So his bank account on file continued to go negative as they decided to withhold funds due to their financial institution and change to a different bank. We would have no
way of knowing this and it’s not our policy to work with the merchant to
circumvent fees owned to his financial institution. 
The funds went to the
bank account authorized by the merchant on file as the merchant closed out
prior to 48 hours from the time the request was completed. The merchant stated to
me he closed the batch to speed up the deposit into his new account as he had
already wrote checks on that new account. The merchant acknowledges in his
complaint that he understood the change would take 48 hours form the time it
was changed and they were notified of this on a recorded line on January 19th.
He also acknowledged he received the confirmation the account was changed on
January 19th as well as it was noted and recorded in our system. 
We understand Mr.
[redacted] is having some financial difficulty and hopes he can resolve them with
his bank. All fund due to the merchant have been sent to the merchant and the merchant acknowledges this. The
merchants account was already overdrawn and was made worse by the merchants
choice to not batch out his terminal. The bank simply retrieved the funds the were due form Mr. [redacted]. 
 
Notes:
[redacted]
 [redacted]

Good Morning, E-cig Solutions LLC was
in the process of trying to change their bank account through our customer
service department and had submitted the wrong paperwork several times. On
January, 15th I was contacted by E-Cig Solutions LLC. I was asked to help them
submit the paperwork...

required to update their bank account information. I
explained to him it would take 48 hours to complete the change after the
paperwork was submitted. This is standard policy.
On January 19th
I was notified the drivers licenses was not clear enough to read and would need
a new copy. I left a message at their business location that I needed them to
call to discuss the bank account change. We received a call on a recorded line
at 7:36am and the notes were typed and time stamped into our system by representative
F8DZUC2. The person calling cleared level two security and was told they would
need a clear copy of the driver’s licenses and to contact their sales representative
and their request was rejected. They were also advised of the timeframes for
their service request to be completed.. On January 19th I was called
by [redacted] and explained to her that she could text me a picture of the driver’s
licenses rather than sending a printer copy. I received the driver’s licenses
and the change was completed.
On January 19th
I received an email from Thomas [redacted] asking if the request had gone
through. I explained it went through that morning.
Apparently Mr. [redacted] was
holding the funds in his terminal as he was overdrawn on his bank account. He
was trying to not pay his overdrawn balance due to his financial institution on
file. So his bank account on file continued to go negative as they decided to withhold funds due to their financial institution and change to a different bank. We would have no
way of knowing this and it’s not our policy to work with the merchant to
circumvent fees owned to his financial institution. 
The funds went to the
bank account authorized by the merchant on file as the merchant closed out
prior to 48 hours from the time the request was completed. The merchant stated to
me he closed the batch to speed up the deposit into his new account as he had
already wrote checks on that new account. The merchant acknowledges in his
complaint that he understood the change would take 48 hours form the time it
was changed and they were notified of this on a recorded line on January 19th.
He also acknowledged he received the confirmation the account was changed on
January 19th as well as it was noted and recorded in our system. We understand Mr.
[redacted] is having some financial difficulty and hopes he can resolve them with
his bank. All fund due to the merchant have been sent to the merchant and the merchant acknowledges this. The
merchants account was already overdrawn and was made worse by the merchants
choice to not batch out his terminal. The bank simply retrieved the funds the were due form Mr. [redacted].  Notes:
[redacted] [redacted]
 [redacted] [redacted]