Harbortouch

We are sorry to hear of the merchant’s dissatisfaction with
Harbortouch’s products and services.
large;"> 
Harbortouch values each merchant it serves, realizing that exceptional
customer service is just as important as competitive pricing and innovative
products.  We take the loss of a
customer’s business very seriously and, if given the opportunity, will do
whatever we can to make the merchant a satisfied Harbortouch customer.
After a detailed review of the merchant account we have determined
that the merchant was charged a regulatory compliance fee on January 5,
2016.   
Harbortouch has refunded the merchant the compliance fees totaling $1,068.00 on February 24, 2016.  The refund will be seen in the merchant' bank account in approximately 3 to 5 business days.
Harbortouch received the
merchant’s cancellation form(s) on January 5, 2016 and subsequently the
merchant account(s) were closed and billed the applicable early termination
fees (ETFs).  
Harbortouch is requesting the return of the processing
terminals to avoid any RMA charges to her account for non-return of the
equipment.  Any RMA charges already
assessed will be refunded upon Harbortouch’s receipt of the processing
terminals.  To avoid any further fees
being charged to the merchant, I encourage her to contact our Account
Resolution Manager at 800.201.0461 ext. 264 who will assist the merchant with free shipping labels and supplies to return the processing terminals.
Nothing
contained herein should be deemed an admission or waiver of Harbortouch’s
rights under applicable law. Harbortouch expressly reserves all of its rights,
remedies and defenses in law or in equity.
Legal Group
Harbortouch

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]The business is [redacted] located off [redacted] Sacramento, CA
You can contact me directly at ###-###-####
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  Harbortouch is incorrect with their guesses.
I am attaching a copy of my client's credit card authorization form - signed; along with a copy of her passport picture page.
The total amount that was to be charged was $7903.18 between two (2) credit cards.  I had realized after charging one that I had inadvertently charged one card $7903.18 and $3951.60 on another and immediately begun doing a refund through Harbortouch's POS, however, I later learned that it did not process.  
Therefore, I had contacted Harbortouch to perform the 2nd charge.
The problem was not us; the problem was that Harbortouch did not batch the transaction and decided to take possession of our $7903.18 and hold it until further notice.
They then decided to terminate the contract that we had with them.
On top of this, they decided 3x to take money from our banking account, even though they did not deposit any part of my client's payments to our account, and after they had terminated the contract.  On 10/23/14, Harbortouch tried to take $3174.00 from our bank account, however, our banked charged back on 10/24/14.  On 11/4/14 Harbortouch tried to take $7903.20 from our bank account again; on 11/5/14 our bank charged back since we are owed $7903.18; not the other way around.   On 11/3/14 they took $285.56 from our account for the payment of the transsaction, however, they cannot help themselves to that money if they are not remitting payment to us for the $7903.18.  This is a double-standard; it does not work that way.  If they want to hold our money hostage for 120 days, then they have to wait to receive their $285.56.  
The thing that irritates me about the way Harbortouch has handled this situation is that their customer service has been horrible; they do not transfer calls to speak to a manager; they refuse to provide last names (example - Brittney refused to when I had asked her).  What I don't understand is that they never had a vendor accidently over charge and try to fix quickly before?  I guess they are perfect, but their customer service skills are not.
We really need your help so this problem can be ressolved quickly.
Thanks and Regards,
[redacted]

[To assist us in bringing this [redacted]er to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:In regards to the music and needed websites...
In choosing Harbortouch, we made it very clear to our sales rep, [redacted] that streaming music and accessing certain websites was a major condition of us choosing this product. Without which, we never would have signed the contract. True, most of our conversations were over the phone, but I have the following email correspondence to confirm that she had sold the product to us as such and had been able to do this for other customers in the past. Had we been told prior to signing the contract that corporate had changed their policy, we would never have signed the contract. We cannot be responsible for corporate not passing along the policy change to their sales representatives. 
On Thu, Sep 26, 2013 at 1:54 PM, <[redacted]> wrote:
[redacted],
Is there any other way that you can stream your music? 
I've gotten into battle for this however they have stopped doing this as of last month since there were some accounts that were heavily compromised by allowing certain ports open. 
Corporate is highly concerned for the safety of all our customers' private information, credit batches, business info and customer info. 
Thank you![redacted]
###-###-####
On Sep 26, 2013, at 2:21 PM, [redacted] <[redacted]> wrote:
There is not another way. It was part of the condition of us getting the program. I will have my owner call the company.
Regards,
[redacted] ---------- Forwarded message ----------From: <[redacted]>Date: Thu, Sep 26, 2013 at 2:39 PMSubject: Re: Needed WebsitesTo: [redacted] <[redacted]>
I understand [redacted] and as I mentioned I have done this for a few accounts in the past, I wasn't aware that they have stopped doing this.
Ok it is extension [redacted] and I was speaking with [redacted], who also spoke with his supervisor. Please have him ask for a manager. 
I will also address this issue with my boss. 
Thank you![redacted]
###-###-####
In regards to not being able to use LogMeIn as a solution to Lighthouse not functioning....
[redacted]
10/14/13
to [redacted]
Hey [redacted], (and [redacted]- our sales rep - is cc'd)
I hope this finds your afternoon well. We spoke a few hours ago about the mis matched reports on Lighthouse. I have opted to just email henceforth because I am taking at least a single hour out of every workday to try to remedy this issue with y'all over the phone (sometimes 2 hours...). The reports are still not matching up. As this afternoon was my fourth call regarding the issue, it is becoming very frustrating.
Your suggestion of using LogmeIn is fine; however, this is not a good solution for us. If my memory serves me right, LogmeIn is a system where I can access our main POS interface, but my staff members cannot use the computer while I am trying to access it. (Please correct me if I have this wrong, but that is how it worked on my previous POS systems). As you could tell from earlier today when we had to re-start the computer, 5 minutes is an eternity for folks waiting for their food, checks, drinks, etc. 
Part of the reason we chose this system out of the dozens on POSs out there is because it was pitched to me that this company was flexible and able to provide me with a comprehensive online system (Lighthouse) that would make my life and the lives of my other administrators easier. (And the server's lives therein since there is supposed to be no need for us to be at their POS system printing reports) So far we have been unable to access websites our sales rep told us were possible, I cannot change our business hours to reflect the hours I actually want to view, I cannot access all of the POS reports I thought I could on Lighthouse, and to boot the reports I canaccess are not even matching. 
Can you please get back to as soon as possible on how we can move forward to fix these report matching/Lighthouse issues lickity split. I fought very hard to get this system into my restaurant and so far I am not looking very good to those folks that fought me on it. I absolutely do not want to have to cease this service considering all of the hard work both our companies have put in thus far, but if these issues can't be solved then there was no reason for us top make this switch in the first place. 
I look forward to your response.  
I SIGNED A CONTRACT WITH HARBORTOUCH DUE TO ITS ABILITY TO STREAM MUSIC/ACCESS WEBSITES AND FOR ITS ONLINE LIGHTHOUSE SYSTEM SINCE WE ONLY HAVE ONE TERMINAL. WITHOUT THOSE FEATURES WE WOULD NEVER HAVE SIGNED THIS CONTRACT AND WE MADE THAT CLEAR TO OUR SALES REP.  AS SUCH, I REJECT THE RESPONSE FROM HARBORTOUCH.

Revdex.com:We have reviewed the response made by the business in reference to complaint ID [redacted], we verified our corp. account and HarborTouch did credit back the unauthorized charges.  When wer feel strongely that it is our duty to prevent others from misleading by HarborTouch, however, we understand there is not much we can do from here.   We hope that HarborTouch will learn from this and change its predatory business practices.  
We deeply apprecaite Revdex.com's effort in helping to resolve this issue.      
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:the business has only included an email which does not fully show answers to all problems - the contract fixed rate amounts are not the only fees or charges on my statements - I want to know why there are a lot of other misc. fees.  I want to see and talk to our account rep to fully understand the topic of pci compliance - for some reason I do not understand it like I should.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted]I am rejecting this response because:I am still in contact with Mr. L[redacted].  I just mailed off the machine COD for 410.00. So when I get my money back I will answer you guys back and let you know we can close this out.Regards,[redacted]  [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:The "Solutions" they provided me were steep compromises to what I signed up for. I stated the "Solutions" they provided me would not give me the full functionality that the Sales Rep told me I would have. -LogMeIn does not offer me the ability to graph my reports, nore does it offer me real time reporting only day end reporting.-Nowhere in my contract does it state that I would have to pay for the ability to share inventory across two harbortouch systems. -They did not offer me a compromise for being able to have my employees swipe to sign into the POS.Please see attached for the document I sent Harbortouch with my requests. All I want is either to get what the sales rep said I would get or be released from the contract so that I can seek a product that would fully fit my needs.
Regards,
[redacted]

Do not do any business with Harbortouch whatsoever!!! I was a Harbortouch customer for a brief moment - returned everything the day I got it & cancelled, but the process they used to sign me up has gotten me into debt with my previous provider.
I got a call the week of Thanksgiving telling my that my current provider was going out of business & closing that weekend, & I would be without. I was told that they had bought out that Co., and needed me to file a new application with them to get in the new system. So I did, & was told my old merchant proc. account had been closed. It was a complete and utter LIE!!! I now have collection letters from my old processor because it was never closed out.
Thankfully I never processed a dime with them, and cancelled as soon as I saw their terms, but the deceptive way they got me to sign up has cost me greatly!!
Sad part is, for months I've been calling & asking what the deal was with still being charged from my previous processor, & they said "just send us a copy, & we'll take care of it" and I never hear back.
So finally today I catch someone on the phone that wasn't part of the scam, who told me that Harbortouch never bought out my previous company.
These people are a cancer for the small business community!!! Stay the hell away!!!

We are sorry to hear of the
merchant’s dissatisfaction with the products and...

services provided by
Harbortouch.  Harbortouch values each merchant is serves, realizing that
exceptional customer service is just as important as competitive pricing and
innovative products.  We take the loss of a customer’s business very
seriously and, if given the opportunity, will do whatever we can to satisfy
Harbortouch customers.
First, Harbortouch wants to make very
clear that is not in possession of the merchant’s funds. The funds have been
sent to the Internal Revenue Service in accordance with Section 6050W of the
Internal Revenue Code.
Section 6050W, which was enacted on
January 1, 2011, requires payment transaction processors such as Harbortouch to
verify and match Federal Tax Identification Number’s (“FEIN”) for business
entities which it processes transactions for. 
After numerous delays the IRS finally required entities such as
Harbortouch to withhold 28% of processed payments if the FEIN did not match with
what is on file with the IRS. As a result, Harbortouch has requested an updated
W-9 Form from all of its merchants to verify the information in our records
matches the name and FEIN on record with the IRS.
Unfortunately, if any amount is withheld (whether in error or otherwise) these
funds are directly diverted to the IRS and will not be available until the
merchant files their tax returns.  In other words, funds that are
withheld and remitted to the IRS can only be released by the IRS after the
merchant files its Federal Tax Return.  Backup
withholding cannot be refunded by your processing service provider
As a result, unfortunately at this
time Harbortouch is unable to refund the amounts to the merchant and the
merchant must get the funds from its Federal Tax return. We apologize for any
inconvenience this may have caused.
You can find
additional information concerning these requirements at
www.irs.gov
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
It is obvious by the response from Harbortouch that they have no concern for what their sales people say. Harbortouch's goal is get the documents signed so they can hold customers to their contract. The sales person verbally lied about the rates and what the contract said. I was unable to read the documents as I was pressured due to time and the sales person leaning over me. However, I signed them in good faith that the sales person was being truthful. When I was finally able to read the contract, I discovered that what was written on the contract was at odds with what the sales person had discussed with me. Evidently Harbortouch has no integrity; they are only after profits and there is no accountability for what their sales people do to get the contracts signed. 
I was not left a copy of the contract I signed. I recently was able to get it from their risk department. After looking at it,  I see there are items hand written in that I would not have agreed to. For example, the handwritten average ticket amount and highest ticket amount are far from being correct and the percentage of cards swiped to cards not present is incorrect. Additionally, I know for sure that I did not sign the contract on 4/28/14, yet that is the date that was handwritten in (not my handwriting).
I still have not received a month end statement from Harbortouch for May, yet it is now 6/27/14. I had made an appointment with the sales person to help me download the statement as the password that was provided in my packet did not work. He was a no show, and still has not returned my calls. I have called and e-mailed several times, but no sales person has returned my call. Eventually, I was able to download the May statement by getting a new password from their customer service department. At that point I was able to discover that my processing rates had doubled. 
This is a SCAM and people need to know. The sales person told me they would pay any early termination fee from my previous processor, but they have never called me back. In any case, if Harbortouch was a reputable company, they would at least offer to match the rates I had with my previous processor.
Regards,
[redacted]

Harbortouch has stated its position in our prior response(s).  We are still willing to offer the merchant shipping materials to return the equipment.
 
Legal Department
Harbortouch

The issue had hand is not the result of Harbortouch, but again the back end sponsoring bank. The answer there is nothing we can do is unfortunately the answer and there is nothing Harbortouch can do to correct this. The information the merchant is requesting is available on line and Customer Service can provide a comprehensive breakdown of the net deposit. Harbortouch will have a Supervisor reach out to this merchant to provide that information. This information is very easily obtained and provided. The question at hand is whether this can be prevented and the answer is no. When month end falls on a Saturday the next deposit will be netted.

UI";">I have investigated the merchant’s account and the $59.00
charge is being refunded back to the merchant. 
I have also requested that the account be noted CLOSED in our database as
of 1/22/2015. 
           














MID

RecordDate

Amount

Reason

Status

[redacted]

1/27/2015

UBC ACH $59.00

REF-BILLNG

PROCESS

                                   
The merchant has no outstanding balance with
Harbortouch. 
Legal Group
Harbortouch

The merchant applied for and was signed up for a merchant account in August of 2009. Harbortouch has a signed contract with merchants signature and copies of account information including Drivers license to prove validity. The account was valid, legal, and the subsequent collections are valid.

On,
February 10, 2015 the merchant entered into a Harbortouch Merchant Transaction
Processing Agreement...

(“Processing Agreement”). The Processing Agreement governs
the terms and conditions whereby Harbortouch agreed to provide the merchant’s
business with processing services for credit/debit card transactions. The
Processing Agreement consists of the Merchant Application and the Terms and
Conditions, together with its addenda, attachments and schedules.  A copy of the Merchant Application is
enclosed. The merchant received a copy of the Terms and Conditions prior to
signing the Merchant Application. However,
you may also access the Terms and Conditions at [redacted]. 
I refer the merchant to the Terms and Conditions Addendum
Section 11 regarding the reserving of funds if determined by the Bank and/or
Harbortouch. 
After a detailed review of the account the funds were held
in response to late presentment of batched funds.  The late batching of funds puts the bank at
risk for chargebacks from the cardholders conducting transactions with the
merchant.  To alleviate the risk of late
presentment the Bank and/or Harbortouch can determine to hold funds for amounts
considered at risk.
The hold on the merchant’s account was released as of July
2, 2015.
Legal Group
Harbortouch

All issues that were presented by customer were presented with a solution. The customer is asking for an additional service that is available but comes at a cost. The option to be given without cost is not a possibility, but again is offered. The removal of the contract without penalty for what...

appears to be hearsay (unless customer can provide written documentation of the agreement with the sales rep that he spoke with) and cannot be accounted for in any sort of reconciliation. The full term of the contract is enforceable by the signed contract.

The fee's the merchant is referring to can be located on section B4 (Service Charges) of the agreed upon contract. The fee's were withdrawn in accordance to the agreed upon terms and thus are valid. If merchant did not use services, that is irrelevant as the contract is legally binding, non-...

dependent on use. Harbortouch has acted within the realm of the agreement, and as such no refund will be issued.

Habortouch has completed a detailed search in its database and has not been able to locate any information for the business, the business owner or for the address provided in this complaint.  Please provide us with a Merchant Identification Number (MID) in order to search further. ...

Thank you.
Legal Group
Harbortouch

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
It's not completely blank I have attached a copy of one of the docs. and I cancelled this contract because I saw to many bad reviews about your company. you took it upon yourself to send out the terminal without any verbal written or electronically signed document or agreement of rates. You seriously would rather have me go very public on how harbor touch is trying to screw me rather than close the account. Really? I just want my relationship with you ended!! You may not care about legal action because you have a legal team to toss this to but what about the damage all my emails to every news outlet I can find can do. I'm not defenseless like you make it out to be. And then what your going to put a collection on me and I dispute it as a fraudulent account and have it removed because this is fraudulent I can keep going. someone who is violated will find a way. You may be a big company and I am a small bus owner but I PROMISE I WILL FIND A WAY TO GET OUT OF THIS or you can cancel and send me a box to return your equipment and I just forget about harbor touch. I also recommend you copying your boss and your legal team about this because any one with common business sense would tell you canceling and moving on from this is much easier!!
I also have a bunch of emails asking you to stop pursuing sending me the pos equipment and your customer service told me I can cancel without any penalty within 30 days so why are you refusing to cancel. the only reason I jumped here is because I can't find anyone to actually cancel and not transfer me to another voicemail which I kept track of very well. 
 
P.s Courts tend to rule in favor of the little guy when big companies try to strong-arm the little guys. 
Regards,
[redacted]