First Financial Merchant Services

Initial Business Response / [redacted] (1000, 5, 2015/05/18) */ I am sorry that working with First financial did not work for youWe can go over all fees with you at any time but, here is a copy of the contract that you signed with all fees itemized out; including the early termination fee listed on page Thank you ~ [redacted]

The first page of the attachment that was sent, is generated by our website when PCI Compliance is successfully completedThe date in the upper right hand cornershows that their compliance was completed on May 25, I have attached merchant statements from April through February Please note that they were billed a non-compliance fee (Shown as "NON-REC' PCI VAL FEE" on the statement) of $in April and that is the last time they were billed that fee as we removed the fee from their statement on May 25, when their compliance was completedI noticed that they have also highlighted the PCI Bi-Annual fee of $This fee is assessed to all of our customers (October 1st and April 1st) whether or not they have completed their PCI Compliance per their contractual agreement with usThis is disclosed in the letter I uploaded via the website and have quoted from the letter belowIt is from Page 1, Paragraph 5: Please complete your PCI DSS certification as soon as possibleThe process has been made quite user friendly and our staff will be happy to help you with your compliance process. Your merchant agreement will be amended to include the following fees: a $bi-annual Compliance Service Fee will be added to your merchant accountThis fee will be charged on or around October 1st and April 1stThis fee will allow us to continue providing you high-level support with respect to compliance standards put forth by the payment brands, the PCI Security Council and various government entitiesAs part of this fee, the QSA/ASV services described above will be provided to you at no additional charge. If we do not receive validation of your compliance by March 20, your account will be billed $on your March month-end statement and in each month thereafter until we receive the required validationPlease note that you must maintain PCI compliance at all times and recertify your compliance annually (or quarterly, if applicable) in order to avoid this fee in the futureMaintaining your merchant account with us or use of your account on or after March 20, will represent your acceptance of these terms. While participation in the PCI Compliance Service Assistance Program helps to mitigate the risk of a security breach or data compromise, participation does not guarantee or prevent a security breach or compromiseOnce again, it is our goal to ensure that our merchants receive the highest level of customer service and since it is clear that the merchant doesn't feel that this was the case we will waive all penalties ($695) for early termination of the account if that is the route that the decide to goI also would like to personally apologize that their experience was not a positive one and would welcome a discussion with the merchant to discuss what could have been done differently to avoid getting to this place

Initial Business Response /* (1000, 5, 2015/10/09) */
My sincere apologiesI just heard of this situation yesterday and made certain that the refund was immediately submitted through our accounting departmentI will note my calendar to reach out to you next week to confirm the refund went
throughMonday is Columbus Day so it may be slightly delayed
Thank you, we truly appreciate your business!
~Amy
Initial Consumer Rebuttal /* (2000, 7, 2015/10/19) */
We have received the credit nowThank you

I am rejecting this response because:we have been billed $each month and still are being billed the $49.97. It shows on each monthly statement that we have been charged $49.97. On the same statements we show an annual fee charge dated 1/31/of $and after calling we received an adjustment 2/29/of $On March 31, our statement has a Bi-Annual PCI of $57.25. On April 30, a charge of $49.97 titled Non-Rec PCI Val Fee as well as May 31, 2016, June 30, 2016, July 31, and August, September, October, November and December 31,2016. The September statement shows Bi-Annual PCI of $57.25. December 31, another Annual Fee of $along with Non Rec PCI Val Fees $49.97. That makes December a total of $for one month alone. A small business cannot afford that expense
We have all these statements for Also for December 30, an annual fee $89.00. Each month since 2015, a basic service of $was included. In reference to the February 28, Self Assessment Questionnaire, it was never received, which agent Rick *** said he would send out. His lack of response and attention to this business is the reason for filing the complaint

First of all, I apologize for the late responseI did not see the original notification.In regard to the complaint:I am confused at the statement "We have been charged each month for $since we bought the credit card machine," as the merchant successfully completed their compliance on May 25,
(I have attached a screen shot of our system as well as the letter that they received outlining our PCI program and fees)They have not been billed a Non-Compliance Fee of $since their April month end statement (billed March 1st)Looking at our history for the merchant, they did not call to speak with us about this until February 28, 2018, months after they successfully completed their Self Assessment QuestionnaireWe have sent them copies of their original agreement, per their requestWe would be willing to allow them to close the account without penalty, but we can find no evidence that a refund is necessary since they completed the survey successfully in MayPlease let me know if additional information or documentation is needed.Tim ***Director of Customer Support###-###-####t***@ffusa.com

Initial Business Response /* (1000, 5, 2015/05/18) */
I am sorry that working with First financial did not work for you. We can go over all fees with you at any time but, here is a copy of the contract that you signed with all fees itemized out; including the early termination fee listed on page...

4.
Thank you ~ [redacted]

Initial Business Response /* (1000, 5, 2015/10/14) */
My sincere apologies! FFUSA is searching for entrepreneurial, smart, business owners who are looking for a new opportunity. It appears that the search pulled you as you were a business owner.
Again, my deepest apologies
I have removed your...

email and wish you the best of luck in your search
Thanks Much ~ [redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/10/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Did what was requested for resolution.

Initial Business Response /* (1000, 5, 2016/02/08) */
My apologies - we have received zero contact from you
Please email in a cancellation form (attached) and I will process this with a refund of the past 3 months fees. Make sure you include the merchant account number for each location you would...

like closed
Thank You
Initial Consumer Rebuttal /* (3000, 9, 2016/02/19) */
no this does not satisfy what is owed. We had 4 merchant accounts with this company and its been almost a year of charges that they took out of our accounts. I have copies of the letters that I have personally sent twice and I can get documentation of the our current merchant company sending the letters also. I am currently working at home and do not have those files to send at this moment but I can have them sent this afternoon. I have called 1st merchant and left several messages and I have actually talked to someone who could not find us in there system. I find it hard to believe that they (the Merchant) could not find two companies with 4 merchant account numbers under the account number, company name, company phone number or Owners name. And I also do not understand why a company would not return a customers phone calls for weeks. So no we are seeking the full amount of all four companies be reimbursed to us. Sincerely, [redacted] Office Manager [redacted]
Final Business Response /* (4000, 14, 2016/03/01) */
Once again, I am very sorry but, we are not 1st Merchant and we of course would have your information on file if you were calling or sending things to us?
I am not supposed to close ANY account without it in writing however; I have closed them all due to the involvement now of the Revdex.com.
There was miscommunication somewhere and never did WE receive any form of call or notice to cancel!
I am sorry you are no longer processing with us and I wish you the best in the future. I can submit a refund for three months of the Basic Service and Regulatory Product fees and I will also add one month refund of the Non-Compliant fee for each account. This will be; $6.95+$5.00*4*3= $143.40 and an additional $49.97*4*1= $199.88...Grand Total $343.28
Thank you and we appreciate your business