We cancel over accounts per month on average with no complaints and we have an A+ rating with the Revdex.com Why would we arbitrarily disregard this customers cancellation letter after years of service? The reason that we cannot cancel a merchant account on a phone call is obvious - we cannot verify that the person calling in has the authority to cancel the account Many things that are cancelled require a written cancellation and signature as protection against unauthorized users making changes to an account Our business is no exception We are one of the few companies in the industry that have no cancellation fee and do nor require a term contract Again, we cancel for a lot of merchants every month and really never have any problems But if we don't get the signed authorization form, we will not just close an account on a phone call At what point after the second or third month of continuing to see the charge did the owner have some responsibility to reach back out to us and tell us that they were still being charged? Again, if we would have been notified in the first month after the merchant supposedly sent in their cancellation, we could have quickly said that we didn't get it and this would have been escalated and put to bed Instead, the merchant wasn't paying attention and then months later comes back and says I cancelled a long time ago That is neither fair nor reasonable If a charge continued to appear, obviously something was wrong and we did not get the cancellation notice Again, why would a company that has a no cancellation fee policy; an A+ rating for over a decade with the Revdex.com and cancels multiple merchant accounts each month, single out one customer and purposely disregard the cancellation notice that they supposedly sent in? There really is no logic or reason for that argument In a final offer to get this resolved, we will agree to a credit of $(half of the $409) that the merchant believes they are due This is a final offer to try and resolve this matter
Attached is the ticket history from this merchant of ours They were a merchant from until this year and over that time we responded to over requests including tracking down deposits, upgrading their terminal and covering funds when they didn't have sufficient funds and rejected on their fees If you could expand on each of these tickets, you would see full details and how thorough we are in responding to the merchants issues We take this very seriously In this case, we never received the cancellation when he said he provided it to us We did fax the form to him on 3/and in those instructions told him that if he did not get confirmation of us cancelling the account within two days of sending in his notice that he should re-contact us We never heard back from him until December 2nd (see below) and at that time, we agreed as a goodwill gesture, to credit him for of the months for the time that he said that he cancelled (even though we were never served notice) It is common in our business to send cancellation requests and merchants never follow through and do not actually cancel In addition, we need an authorized signer to effect a cancellation and cannot just take a verbal request over the phone (for security reasons) So, we can't just cancel every merchant that we send out a cancellation notice to We need to get the signed form back to protect the merchant [redacted] 3/4/2:30:PM [redacted] moving processorsGave Amex number and told him to followup w/them as wellFaxed cancellation [redacted] 12/15/3:08:PMreceived cancellation formtotal credit $issuedhowever we had to issue in diff transaction, he will see credit $and $ [redacted] 12/2/11:38:AM [redacted] ***Called stating he cancelled his acct in March 2016, but we never rec'd the cancellation papersHe is upset he was being charged $monthly since thenPer [redacted] , we will give back $(months)He is claiming he will contact the Revdex.com if we don't give him back the full amtPer ***, we will dispute his claims as when we send out the cancellation notice, our standard process is to tell the merchant that if they have not received confirmation of the cancellation within two business days after sending it to us, please contact us again In addition, we did credit him back for months of fees and believe that the merchant did have some responsibility to notify us earlier months seems fair and reasonable especially in light of us never receiving the cancellation to begin with I emailed the cancellation form to [redacted] , but he stated he won't send it back until he speaks with someone in our "Accounting Dept"
So if we refund $54, this resolves the complaint That is fine
We cancel over accounts per month on average with no complaints and we have an A+ rating with the Revdex.com Why would we arbitrarily disregard this customers cancellation letter after years of service? The reason that we cannot cancel a merchant account on a phone call is obvious - we cannot verify that the person calling in has the authority to cancel the account Many things that are cancelled require a written cancellation and signature as protection against unauthorized users making changes to an account Our business is no exception We are one of the few companies in the industry that have no cancellation fee and do nor require a term contract Again, we cancel for a lot of merchants every month and really never have any problems But if we don't get the signed authorization form, we will not just close an account on a phone call At what point after the second or third month of continuing to see the charge did the owner have some responsibility to reach back out to us and tell us that they were still being charged? Again, if we would have been notified in the first month after the merchant supposedly sent in their cancellation, we could have quickly said that we didn't get it and this would have been escalated and put to bed Instead, the merchant wasn't paying attention and then months later comes back and says I cancelled a long time ago That is neither fair nor reasonable If a charge continued to appear, obviously something was wrong and we did not get the cancellation notice Again, why would a company that has a no cancellation fee policy; an A+ rating for over a decade with the Revdex.com and cancels multiple merchant accounts each month, single out one customer and purposely disregard the cancellation notice that they supposedly sent in? There really is no logic or reason for that argument In a final offer to get this resolved, we will agree to a credit of $(half of the $409) that the merchant believes they are due This is a final offer to try and resolve this matter
Attached is the ticket history from this merchant of ours They were a merchant from until this year and over that time we responded to over requests including tracking down deposits, upgrading their terminal and covering funds when they didn't have sufficient funds and rejected on their fees If you could expand on each of these tickets, you would see full details and how thorough we are in responding to the merchants issues We take this very seriously In this case, we never received the cancellation when he said he provided it to us We did fax the form to him on 3/and in those instructions told him that if he did not get confirmation of us cancelling the account within two days of sending in his notice that he should re-contact us We never heard back from him until December 2nd (see below) and at that time, we agreed as a goodwill gesture, to credit him for of the months for the time that he said that he cancelled (even though we were never served notice) It is common in our business to send cancellation requests and merchants never follow through and do not actually cancel In addition, we need an authorized signer to effect a cancellation and cannot just take a verbal request over the phone (for security reasons) So, we can't just cancel every merchant that we send out a cancellation notice to We need to get the signed form back to protect the merchant [redacted] 3/4/2:30:PM [redacted] moving processorsGave Amex number and told him to followup w/them as wellFaxed cancellation [redacted] 12/15/3:08:PMreceived cancellation formtotal credit $issuedhowever we had to issue in diff transaction, he will see credit $and $ [redacted] 12/2/11:38:AM [redacted] ***Called stating he cancelled his acct in March 2016, but we never rec'd the cancellation papersHe is upset he was being charged $monthly since thenPer [redacted] , we will give back $(months)He is claiming he will contact the Revdex.com if we don't give him back the full amtPer ***, we will dispute his claims as when we send out the cancellation notice, our standard process is to tell the merchant that if they have not received confirmation of the cancellation within two business days after sending it to us, please contact us again In addition, we did credit him back for months of fees and believe that the merchant did have some responsibility to notify us earlier months seems fair and reasonable especially in light of us never receiving the cancellation to begin with I emailed the cancellation form to [redacted] , but he stated he won't send it back until he speaks with someone in our "Accounting Dept"