Greenlink Management Group

I have processed thru greenlink for my credit card processing for 4 years. I cancelled my contract with them and now my company owned machines are locked and I can no longer use them. Greenlink refuses to clear the program off and will not help me at all because they say I did not buy the machines from them. They certainly had no problem taking my money for 4 years on these machine though. My machines are useless and I am taking them to small claims court as they refuse to help at all. I would stay away from this company at all costs.

Review: After leaving multiple message with both my sales rep and the accounting department, I finally got a hold of my rep, [redacted]. He was extremely rude and alleged I had never tried to call him. I needed to cancel my service with them and was asking about fees being taken out of my business account. He lied to me and said that no fees had been taken out. I went about my business for a year and a half, assuming all credit card fees were from my current merchant services, my fault. After selling my business and attempting to close my account, I continued to get fees being taken out. To the tune of over $1000k!!! I then called [redacted] back, and once again, was greeted by a condescending, rude man of no help. Thank you Greenlink Management for your horrible business practice and stealing my money.Desired Settlement: I am expecting all the fees to be refunded into the business account.

Business

Response:

I would like to address the points in the complaint one by one, and then I'll briefly summarize our position.

I recall having several conversations with the merchant in 2011 regarding her credit card terminal and working to get the settings correct for her.

At no time did we ever have a conversation about her cancelling her account.

The claim that I stated that "no fees had been taken out" of her account is unequivocally false. There are fees taken out every month the account is active so I would have no reason to say that. Furthermore, it's a claim that could easily be established by the customer as either true or false. All they would have to do is check their online bank statements or call their bank and they could easily confirm that in fact monthly fees were taken out. Once this was confirmed, the customer could then address the continued fees if in fact the account was to be cancelled as she alleges. Point being, there would be no reason to take my word for it, she could simply have checked her bank records at any time.

An online statement was provided to the customer every month via email and was emailed to the same email address that the customer provided to the Revdex.com ([redacted]). These monthly statements outlined the contractual monthly minimum fees taken out. There were never any fees taken out that weren't outlined in the monthly statement provided to her.

The customer called me approximately three weeks ago and stated that she had just become aware that fees had been coming out of her account for the past year and a half. I informed the customer that she was still under contract and that those fees were the monthly minimum fees associated with and outlined on her contract. She told me that she had switched merchant companies a long time ago and she assumed that meant that she had canceled with us. I want to stress that this was the first time she ever mentioned cancelling her account and I believe her above statement confirms that. I told her that it didn't work that way and that she needed to inform us in writing of a cancelation. I agreed to cancel her account at that time and I waived the $250 cancelation fee as a courtesy. She was under contract until March of 2014.

Lastly and most important, the merchant contract clearly states a term of 3 years (36 month) and clearly states the cancellation policy of 30 days written notice to cancel (Terms and Conditions - Section 10.1). Greenlink received no notice of cancellation be it written, verbal or via email. The fees that she was charged are standard monthly minimum fees which could have easily been confirmed by her at any time and addressed with Greenlink.

We will be more than happy to provide confirmation that the monthly statements were emailed to the customer. We will also be more than happy to provide the original contract along with the terms and conditions that clearly outline our cancelation policy and procedures.

Greenlink Management Group

Consumer

Response:

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.

Regards,

Clearly this response is written by the same Sales Rep that continuously lied to me and treated me like garbage. The fact is, I contacted Greenlink multiple times in 2011. I finally got through and was greeted by a condescending, rude, " you didn't leave a message, as you can see I answer my phone". That is not the way you speak to people. Then on that very phone call I told him I no longer needed/wanted his services and was going with someone else. I don't know how I could have been more clear. I have searched through my emails and the only email I have received from Greenlink Management was from April 2012 for compliance enrollment. It stated, you have not completed your PCI compliance.

At this point, it is he said she said. I have had conversations with other merchants about this company and specifically this particular rep and they are not good. Something will have to give.

I'm expecting Greenlink to make the right move. I will not let this go. This is extremely unprofessional.

Sincerely,

Business

Response:

In regards to the customer's response, we hope that the Revdex.com can come to a decision based on the facts of the case rather than on the numerous personal assaults that the customer has levied.

In reading her response, it appears that she actually confirms Greenlink's position that she did not cancel via mail, fax or email as is our stated policy. She states that she cancelled in 2011 via the phone, yet acknowledges that she received an email from us in 2012 stating that she was not PCI compliant. There would be no reason that she would receive this email if her account was cancelled in 2011. Further this email would raise an immediate red flag to anyone who had previously canceled that their account was in fact still open. In this merchant's case, she waited another year to contact us. On a side note, her monthly statements went to the same email address as the correspondence she acknowledges receiving in 2012. We can provide proof of this if necessary.

All the fees that the customer incurred were pass-through fees that Greenlink incurred because of her open account. We pride ourselves on being fair and providing excellent service as you can see by our positive reviews. In this case we feel that we need to stand on principal.

We believe the Revdex.com to be a fair arbiter of the facts. We hope that you will judge the case based on the facts and not by the number of personal insults levied by the complainant. We would hate to think that anyone who makes a complaint yet doesn't provide any substantiation of the complaint can gain the system.

--Greenlink Management Group

Consumer

Response:

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.

Regards,

I believe my account was not canceled intentionally. I have continuously been mistreated by the representative. We have not had pleasant exchanges, which is why we are here. I do not feel as if this can be resolved verbally. As I stated in a prior correspondence, I have not ever received an email that would make me believe my account was still active. No invoice, nothing. The email I did receive appeared to be a very broad email sent to prior and current customers. Which is why I thought nothing of it. On another note, I was promised by the representative to have the last charges of $130.90 reimbursed and this also has not happened.