Flint Mobile, Inc

Initial Business Response /* (1000, 5, 2015/10/23) */
Contact Name and Title: *** ***, Manager CS
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@flint.com
Ms*** ***,
Per my last email regarding your chargeback from October 2, at 1:48pm,:
To:
***@gmail.com
From: "Support"
Hello ***,
I received additional information from my operations department regarding the chargeback in questionThe charge was in June, however, the Chargeback was generated by the customer and sent to your home address on August 12, The Chargeback notification went to: *** stThis information was verified with a representative from American ExpressThe reason for the Chargeback was a refund that was not done as indicated by youThe customer's name is *** *** and the last on the card was If a refund was to be issued and was not made as indicated by you, this Chargeback should not be contestedIf you believe that this was for the actual use of your equipment then you should contest this Chargeback
From what we understand, you leverage the refund system daily and for many of your customers and their transactionsThis practice is fine with us, however in this case, you may have neglected to issue the refund
Should you want to move forward with contesting the Chargeback, please fax all documentation including the case number to: XXX-XXX-XXXX
***
Flint Mobile
As stated above American Express did confirm that they sent a letter to you regarding this chargebackAlso as previously stated our policy was to allow merchants time to contest chargebacks before debiting funds hence the delay in the debit notification for your chargeback
As per your use of Flint, you agreed to our terms of service: https://www.flint.com/terms-of-service
We debited the amount of the chargeback plus our processors fee per the section titled: OUR COLLECTION RIGHTS FOR CHARGEBACKS,
For any transaction that results in a Chargeback, we may withhold the Chargeback amount in a Reserve (defined below)We may deduct the amount of any Chargeback and any associated Fees, fines, or penalties assessed by the Card Association or our processor from your bank account (including without limitation any Reserve), any proceeds due to you, your bank account, or other payment instrument registered with usIf you have pending Chargebacks, we may delay payouts to your bank accountFurther, if we reasonably believe that a Chargeback is likely with respect to any transaction, we may withhold the amount of the potential Chargeback from payments otherwise due to you under this Agreement until such time that (a) a Chargeback is assessed due to a customer's complaint, in which case we will retain the funds, (b) the period of time under applicable law or regulation by which the customer may dispute that the transaction has expired or (c) we determine that a Chargeback on the transaction will not occurIf we are unable to recover funds related to a Chargeback for which you are liable, you will pay us the full amount of the Chargeback immediately upon demandYou agree to pay all costs and expenses, including without limitation attorneys' fees and other legal expenses, incurred by or on behalf of us in connection with the collection of all Flint Mobile Account deficit balances unpaid by you
Although this chargeback my seem unfair, customers will contest chargesYou indicated that you have all documentation to support that this was a legitimate chargePlease fax this information to the American Express fax number as stated in the email aboveWe will gladly credit your account should the chargeback be reversed by American Express
***
Flint Mobile
Initial Consumer Rebuttal /* (3000, 7, 2015/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
***,
I too verified the information with American Express, and they informed me that they do not have my address on file because I do not hold a merchant account with them
They informed me that they sent that information to you, and you were directed to inform meWHICH YOU DID NOT
I was never sent any form of letter dated Aug 12, from American Express, as was confirmed by AmexThat responsoniblity was left for you to inform me, considering that is what I pay you for being my merchant service provider
American Express has also informed me, that they did process a refund in the amount of $to be returned to my account after showing them my terms and conditions for a NON REFUNDABLE DEPOSTIT which was clearly stated on the invoice I provided to the customer *** ***/*** *** from your invoice form provided by FLINT
I have still yet to recieve that refund
I am also waiting for the deposits to be put into my account for the last transactions that were made before I asked to have my account closed
You also took the inititive to deduct the $from an account that I deleted from your website, when I added in the new account info
You were able to make deposits just fine into this new account, but all of a sudden you are now accessing/deducting from the old bank account which has now left me in an overdrawn status
THIS IS BEYOND RIDICULOUSAnd IRRESPONSIBLE ON YOUR PART AS A COMPANY
Final Business Response /* (4000, 9, 2015/10/29) */
I am happy to hear that Amex found your account in their system and told you that they had reversed the chargebackWhen chargebacks come in, all we request is that the merchant provide the information requested to fight the chargeback as you have doneAmex reviewed the information you provided and initiated the reversalWe received confirmation from Amex that the chargeback was reversed and we have initiated a credit to your account ending in *** in the amount of $Please expect the credit to you account in the next -business days
Four transaction were reversed on 10/28:
Txn Date: 10/22/Last X: XXXX Amount: $
Txn Date: 10/22/Last X: XXXX Amount: $
Txn Date: 10/23/Last X: XXXX Amount: $
Txn Date: 10/24/Last X: XXXX Amount: $
Card refunds / Credits are initiated immediately, however these can take up to days to show up on a cardholders statement depending on the cardholders bank

Initial Business Response /* (1000, 5, 2015/12/07) */
We apologize for your frustration with our underwriting processPlease understand that when you create an account with Flint Mobile, you are requesting credit from our companyFlint Mobile provides all merchants with a base amount of credit
in the form of transaction limitsShould a merchant require higher processing limits, they will apply for the higher limits and provide our underwriting team with the required documents which include a consumer credit report
Many new merchants do not understand that all payment processors extend credit to process paymentsMerchants are responsible for their ability to reimburse processors for refunds, chargebacks, and fines that may occur on a merchant accountShould a merchant not be able to reimburse their processor for the action, the processor would then need to realize the action as a lossWe must ensure that anyone who requests a Flint Mobile account can perform and fulfill their financial obligations using our payment processing service
Several factors including personal credit are taken into account when making an underwriting decision as stated in our Terms of Service : https://www.flint.com/terms-of-service/
Under the section titled: UNDERWRITING
"We will review some or all of the information that you submit in connection with your request to sign up for the ServiceWe may forward such information on to its processorAfter you submit your application, we or our processor may conclude that you will not be permitted to use the Service." Based on the available information, our Operations team made the decision to refund all transactions back to their cards, we are not holding any funds at this time
We thank you for your interest in Flint Mobile, however, we cannot provide you with an account at this time

Initial Business Response /* (1000, 15, 2015/11/02) */
Hello ***,
We have initiated a credit to your account ending in *** in the amount of $We apologize for the inconvenience and trouble you experienced with FlintPlease expect the credit in the next - hours
Thank
You,
Flint Operations
Initial Consumer Rebuttal /* (2000, 21, 2015/11/03) */
Yes the account is right and its my accountPlease ignore my first responseI am satisfied this case is resolved by me

Initial Business Response /* (1000, 5, 2016/01/19) */
Contact Name and Title: *** ***, MGR CS
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@flint.com
Hello Mr***,
Again, I apologize for the inconvenience caused to your businessAs we discussed, Your funds were on hold and were
due to be paid out to youDuring the business review, you initiated two refundsWe had completed the business review and reactivated your accountDue to this, the funds for the refunds were initiated from your account instead of from the funds on hold
We are sending you all funds that were on hold and are also waiving the transaction feesThe refunds were satisfied from the debits to your bank account
The funds will be sent via wire transfer today, 1/19/by Noon Pacific time
We thank you for your understanding in this matter
*** ***
Flint Mobile
Initial Consumer Rebuttal /* (2000, 7, 2016/01/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I fully accept the resolution by FLINTAs a small business my company's funds are extremely important to the day-to-day operationAnd I all to well understand FLINT's situationThe do happensWith that being said, the correction process is what matters and FLINT has corrected the situation with an A+
Thanks
*** ***, President
SleepMasters, LLL
(XXX) XXX-XXXX

Initial Business Response /* (1000, 5, 2015/12/10) */
Hi ***,
Our risk team reviewed your account and found that your last transaction caused our system to temporarily place your account on holdWe apologize for this inconvenienceYour account was reactivated and the funds due to you have
been scheduled to deposit into your account in the next - business days
Sincerely,
Flint Risk Operations

Initial Business Response /* (1000, 7, 2015/12/29) */
Hello ***,
We apologize for the issues you are experiencing with your devices, unfortunately we currently do not support your phonesWe are working with our engineering team to include your devices in a future release

Initial Business Response /* (1000, 5, 2016/02/04) */
Contact Name and Title: [redacted] MGR CS
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@flint.com
Hello [redacted],
I apologize for the issue you are having with4/2016 your deposits. I have looked into our processors records and found...

that all deposits went to your account as directed. This is the same account that was used for prior transactions. As the date of the deposits was some time ago, I also searched for any possible deposit rejects. We did not have any rejects on you deposits. As you know the deposits come from our processor, 5/3 Bank. Can you please look for any deposits from our processor from around the expected time of the deposits.
I attempted to call you this morning, 2/4/2016 and did leave you a message. I will attempt to call again.
[redacted], Flint Mobile
Initial Consumer Rebuttal /* (2000, 7, 2016/02/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The problem has been resolved to a satisfactory manner, however it was disappointing that I had to contact the Revdex.com to get a response and a resolution to my problem

Initial Business Response /* (1000, 5, 2015/11/04) */
Contact Name and Title: [redacted] MGR, CS
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@flint.com
Hello [redacted],
As discussed with Leo on 11/4/2015, We initiated a credit in the amount of $210.00 to the account ending in [redacted]. Your...

credit should process into your account within the next 48 hours.
We thank you for your patience.

Initial Business Response /* (1000, 7, 2015/06/19) */
Dear Ms. [redacted],
We do apologize for the inconvenience caused by our action, however, as stated in our Terms of Service under the section titled "Suspension or Termination by Us" we deemed it necessary to terminate your account and...

reverse the pending transaction.
"Suspension or Termination by Us
We may terminate this Agreement and close your Flint Mobile Account for any reason or no reason at any time upon notice to you. We may also suspend the Service and access to your Flint Mobile Account (including the funds pending) if you (a) have violated the terms of this Agreement, any other agreement you have with us or our policies, (b) pose an unacceptable credit or fraud risk to us or (c) provide any false, incomplete, inaccurate, or misleading information or otherwise engage in fraudulent or illegal conduct."
On June 1, 2015, our Operations team did send a letter with additional detail regarding the reason for the account termination. This letter was sent to the address on file with Flint.
Based on current information, we will not be able to take any further action on this account.
Flint Mobile

Initial Business Response /* (1000, 5, 2015/09/08) */
Hello [redacted],
12B6EA97E1AXXXXXBXXXXXXXXXXXXB99
Amex Last X: XXXX Amount: $100.00
MC Last X: XXXX Amount: $750.00
On 8/13/2015 you completed an additional transaction,
Amex LastX: XXXX Amount: $750.00
On 8/13/2015, we deposited...

the MC transaction into your account ending in: [redacted].
On 8/13/2015 our Operations team requested additional information from you. Our team identified unusual behavior on this account and suspended the account until the information was sent in for review. You declined to send in the information and requested that your account be closed. You also requested refund of the two transactions detailed above.
On 8/19/2015, you requested a refund of the $100.00 transaction, which completed successfully. Transaction ID: 620D84BE4D3D4BXXXXXAE322C1188BF1
On 8/20/2015, you requested a refund of the $750.00 Amex transaction, which also completed successfully. Transaction ID: 12B6EA97E1AXXXXXBXXXXXXXXXXXXB99
Based on the above, we deposited one transaction, and refunded the two requested. There were no other transactions on your account. At this time there are no funds due to you.
Flint Mobile
Initial Consumer Rebuttal /* (3000, 10, 2015/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On 8-20-2015, there's no fund due to me, but
Flint withdrawn from my bank $750 on 08/25/2015 > ACH Debit FLINTMOBILE SV9T XXXXXXxxxx PPD ID: XXXXXXxxxx $750.00
I had to contact my bank for a dispute. Flint did nothing to help except asking for a bank statement that I couldn't provide due to the bank cycle was not ended at that time yet. I was offered to send a screen-shot but Flint refused. I would have to continue to work with my bank to get my money back.

Initial Business Response /* (1000, 5, 2015/11/20) */
Hello [redacted],
We apologize for the delay in communication. Our Operations Team has reviewed your account and have found that a chargeback was inadvertently debited twice from your account. We have also reviewed your account to ensure that...

this did not happen previously and have found no other occurrence. We have initiated a credit to your account ending in [redacted] in the amount of $63.97. You should see your funds in the next 2 - 3 business days.

Initial Business Response /* (1000, 5, 2016/01/15) */
Contact Name and Title: [redacted], MGR CS
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@flint.com
Hello [redacted],
I have reviewed your account and worked with our Operations team to understand the issue. I do apologize for the...

inconvenience. We have reactivated your account and initiated a credit to your account for funds owed minus the two refunds you requested.
As was indicated in the email sent to you, the funds should be available in 2 -3 business days.
[redacted]
Flint Mobile
Initial Consumer Rebuttal /* (3000, 7, 2016/01/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While some of the funds owed were deposited, about $320 were not. So, I remain unsatisfied. Moreover, while stating that you reopened my account, I cannot gain access to it using my sign in credentials. I don't care about that as much as getting the $320.26 owed. And I don't know anything about refunds
Final Business Response /* (4000, 9, 2016/02/01) */
Hello [redacted],
I attempted to call you today, however, the person that answered indicated that you were not available and there was no other way to contact you today. I have researched your deposit. I do see that we initiated a deposit to your account the amount of $2025.16. We also show that the funds were sent on 1/19 or 1/20. The funds were sent to the account ending in 8599. Can you please check the account indicated and contact me back.
Please contact me directly by email at: [redacted]@flint.com.
Final Consumer Response /* (2000, 11, 2016/02/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was mistaken. All of the monies have been received, though very late, which was my initial complaint.

Initial Business Response /* (1000, 5, 2015/12/11) */
Contact Name and Title: [redacted], MGR CS
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@flint.com
Hello [redacted],
We apologize for the lack of availability of our support staff. We are working hard to remedy this situation and hope...

to have this resolved soon.
I have reviewed your case and found that you have multiple accounts. Due to the multiple accounts you set up, our system unfortunately suspended the account you were operating from. We have reactivated the account that ends with [redacted]@gmail.com. We have also initiated a credit to your bank account on file in the amount of $201.66. You should receive your funds in the next 2 - 3 business days.

Initial Business Response /* (1000, 5, 2015/10/01) */
Contact Name and Title: [redacted], Mgr Support
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@flint.com
Hello [redacted],
After reviewing your account, I have found that there was contact with our operations team regarding the disputed...

debit. Our operations team did issue you a credit back to your account which you should have today (10/1/2015). The amount of the credit to your account is: $1370.25. Please let me know if you do not receive this credit into your account. Please note that with some banking institutions this credit may take a day longer than expected
We apologize for the inconvenience this may have caused.
[redacted]
Manager, Support
Flint Mobile
Initial Consumer Rebuttal /* (3000, 10, 2015/10/04) */
The second charge back has never been returned to me and the Merchant Services says I did not send info but I faxed on 8-31-15. I will file complaint on that next. Charge was on X-XX-XX $1210.00. I have signed proof of delivery.
Final Business Response /* (4000, 12, 2015/10/05) */
[redacted],
The notification of the chargeback for $1210.00 was sent to you on 8/30/2015. This notification was provided to you in a timely manner. In this case you must submit the documents and work with Merchant services. Merchant services will forward all documentation to the cardholders bank. Should the Cardholders bank accept your documentation and reverse the chargeback, we will credit your account for the amount of the chargeback.
[redacted]
Flint Mobile

Initial Business Response /* (1000, 5, 2015/12/04) */
Hello [redacted],
We have initiated a credit to your bank account in the amount of $50.00. You should receive your funds in the next 1 - 2 business days.
Flint Mobile

Initial Business Response /* (1000, 5, 2016/02/12) */
Hello [redacted],
I have researched your account and found that your account was closed. However, we allow user to access their accounts for business and tax purposes.
Per your request, we have removed the account and no access will be...

available.
Initial Consumer Rebuttal /* (2000, 7, 2016/02/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Despite the company's failure to communicate with their customers who have contacted them for support over the past few weeks, and not notifying said customers until yesterday that the company is closing down on 2/18/16; I am satisfied that my information has been removed before the entire company does its final disappearing act.

Initial Business Response /* (1000, 5, 2015/12/03) */
Contact Name and Title: [redacted], MGR CS
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@flint.com
Hello [redacted],
We apologize for your frustration with our underwriting process. Please understand that when you create an account...

with Flint Mobile, you are requesting credit from our company. Flint Mobile provides all merchants with a base amount of credit in the form of transaction limits. Should a merchant require higher processing limits, they will apply for the higher limits and provide our underwriting team with the required documents which include a consumer credit report.
Many new merchants do not understand that all payment processors extend credit to process payments. Merchants are responsible for their ability to reimburse processors for refunds, chargebacks, and fines that may occur on a merchant account. Should a merchant not be able to reimburse their processor for the action, the processor would then need to realize the action as a loss. We must ensure that anyone who requests a Flint Mobile account can perform and fulfill their financial obligations using our payment processing service.
When you signed up for a Flint Mobile account, you specifically agreed to our terms of service. By clicking on the agree button, our system created an account with the information you provided and allowed you to use your Flint Mobile account.
The terms you agreed to are here:
https://www.flint.com/terms-of-service/
Specifically, under the section: YOUR AUTHORIZATION:
"YOUR AUTHORIZATION
By accepting the terms of this Agreement, you specifically authorize us, for as long as you have an active Flint Mobile Account, to:
Request identity verifying information about you, including a consumer credit report that contains your name and address. We may periodically obtain additional reports to determine whether you continue to meet the requirements for a Flint Mobile Account;"
You requested that your account be closed and that was completed. Based on this request, you no longer have an active account and hence, we will not pull any additional reports.
Flint Mobile
Initial Consumer Rebuttal /* (3000, 7, 2015/12/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I never gave a written or oral authorization for a 'hard-pull' inquiry to take place via Experian credit reporting agency. I did not seek employment or credit from Flint Mobile Inc. so they have in fact broken the law and are in violation of The Fair Credit Reporting Act. Flint Mobile Inc is civilly liable to me in the amount of $1,000.00 for your willful violation of the law performing a "hard inquiry" on my Experian file without my permission. I am willing to go "MIDDLE GROUND" with Flint Mobile if they simple remove the hard inquiry from Experian and my Attorney and I will not seek the $1,000.00 plus court, attorney fees, etc. If they can complete this by the close of business on or before 12/22/2015.
Merry Christmas!
[redacted]

Initial Business Response /* (1000, 5, 2015/12/04) */
Contact Name and Title: [redacted], MGR CS
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@flint.com
Hello [redacted],
I apologize for the delay in sending your funds. I have researched your issue. We have initiated a credit to your bank...

account on file in the amount of: $1239.41. This includes all funds due to you which were on hold with us. Please expect these funds in the next 2 - 3 business days.
Initial Consumer Rebuttal /* (2000, 7, 2015/12/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/06/25) */
Mr. [redacted],
We apologize for the inconvenience regarding the decline of your requested limit increase. In your complaint you state that our representatives provided guarantees that your limit increase would be approved.
Our management team...

has since reviewed all conversations between yourself and our representatives. After review of the call recordings were completed we found that you did ask if the documentation was complete. On several instances our representatives did indicate that the documentation was in order. However, we did not find at any time did our representatives guarantee that your request for higher limits would be approved, rather they indicated that a decision would be made.
Based on the information provided during our review, we will not be able to increase your limits at this time.
The decision was based on:
Information gathered about the business
Length of time business has operated since inception