Harbortouch

Harbortouch can provide any all information to the merchant however that cannot be accomplished through this forum given the need for encryption. Harbortouch has an agreement from 2006 for this merchant account, with all relevant information to sign the account up for services. Including the...

photocopy of the drivers license of the primary owner. The account was also used for several months with deposits going into a checking account confirmed by the principal owner. If the customer is wishing obtain any information relevant to the account, Harbortouch can and will provide and information, however that information will only be sent via certified mail. I will send all relevant documentation via USPS (certified). If merchant wishes, please confirm or contact support at ###-###-#### option for Customer Service.

I can't believe this company has an A+ rating - that tells me much about the relative value of the Revdex.com. We have a Harbortouch POS system that is fraught with software issues. We made several attempts to resolve the issues with customer service only to finally give up out of shear frustration. They talk about service but DID NOT deliver the assistance requested, I would strongly suggest using another company and the Revdex.com to seriously consider their rating. when two thirds of the customers review are negative how can they have such a high rating?

Any and all corrections need to come from the point in which the extra charges originated. That would be the new processor. That is the only way to correct the issue at hand. If customers were double billed, that double billing would come from the reauthorizations of the transactions on the new processor. The time of service was done while at Harbortouch. The new transactions were done on the new processor at a time that is not in line with the appropriate sale. That would lead and expose the merchants to charge backs. That transaction must match the original which is Harbortouch thus it is the best advice that Harbortouch is providing and the sales must be returned by the new processor.

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.
On September
5, 2012, 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
attached.  The merchant received a copy
of the Terms and Conditions prior to signing the Merchant Application.  However, he/she may also access the Terms and
Conditions at [redacted].  The Processing Agreement has a minimum three
(3) year term and automatically renews for successive two (2) year periods.  Please see the Terms and Conditions Section 4
Term of Agreement.
In an effort to resolve this matter
amicably, Harbortouch has agreed to refund the $89.00 PCI fee to the merchant’s
account. 
[redacted] is the Independent Sales
Organization (ISO), the ISO is an independent contractor.The contractual agreement(s) between the
merchant and Harbortouch are the written Agreements signed and dated as
referenced.  
All merchant statements for 2013 and 2014 have
been mailed to the address in our records and match the address provided with
the merchant’s complaint. 
Legal Group
Harbortouch

At this point this complaint is strictly based off of hearsay and the documentation has been provided to the Revdex.com to confirm the ownership of the account. The customer is demanding proof of the verification call in which we have notes on. Again in an attempt to claim hearsay. At this point the resolution has been provided, Harbortouch agreed to refund the money which has been done. The last remaining element that needs to be done has been outlined in previous replies and the customer refuses to oblige. The merchant will be billed in the coming days and Harbortouch will not refund as the directions have been clearly outlined. I strongly suggest the merchant cooperate and fulfil his own request to cancel the account. 
Harbortouch asks the Revdex.com to please review the previously provided documentation and provide to the customer the acknowledgment of validity, including the picture of the drivers license of the customer and the signatures of the contract.

[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:
First I have a copy of the statement made by "customer service" stating this will never happen again. Second, I have contacted customer service and the responce is "there is nothing they can do".
My bank account does not balance. I have NO record of the money being deposited that I took in for sales  paid by  customer(s) with credit cards. We are an LLC. How is this going to effect my personal taxes if my checking accounts shows undeposited funds waiting to be posted for sales in May 2014?
Clearly customer service has not addressed my complaint and once again are saying there is  nothing they can do about the way the month end closes.
Why didn't the company send out a notice stating there will be an issue and offer assistance. It's clearly something that has/will happen often enough it should be addressed.
I did call and was unable to get assistance with this except to be told "there is nothing we can do" "send a complaint by email" Having worked for bank(s) and other businesses that have month end closings I am having a hard time understanding this practice.
I will contact my accountant and if need be attorney to see how to address the issue of money not being posted to my account before processing any fees.
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:The company refuses to accept responsiblity for it's poorly written and missleading contract.  I have attached a indepedent review of the company.  It gives them a D in the area that I am contesting.  They have a very low Revdex.com rating and it just got lowered because of all the bad reviews. The company has a over a 1000 systems in place but there have been 215 complaints filed in 3 years.  That is really bad.  84 of them have been billing or collection issues.  Please read the attachments. The only solution now is to have them take there equipment back and never do business with them again. I hope everyone reads this complaint and stays away from this company.  
Regards,
[redacted]

As stated to the merchant in previous contact, once the debit was initiated there was no way to retract. That is when the merchant was advised to reject the debit on the bank so no money was withdrawn. Harbortouch does not nor have they stated the bank is the one that caused the problem. At this time the transaction has already been declined by the bank (per customers request), no money was withdrawn and given to Harbortouch. Harbortouch views this account as whole.

Harbortouch understands the merchants frustrations, however fraud is a big part of our industry and Harbortouch takes it very serious in order to protect our customers as well as ourselves. In this case the transaction is being deemed fraud and the consumer (card holder) is issuing a chargeback. The...

issue with the funds being held is to protect Harbortouch and is clearly outlined in the processing agreement the merchant signed with us. The chargeback is customer (card holder) issued and not a result of Harbortouch. A consumer can chargeback a transaction for any reason, especially fraud.

[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 talked with them customer service is very poor and and also talked with sales agent he is saying
He heard all this things first time and he worked with other companies does not have this kind of 
Policy and he was not aware of it.
Please you talked with your higher management and customer service and release my funds.
Thanks 
Regards,
[redacted]

We are sorry
to hear of Mr. and Ms. [redacted]’s dissatisfaction with services provided by
Harbortouch.
yes;">  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.
I would like to clarify to the merchant that
there are two (2) distinct Agreements:
1) 
Merchant Transaction Processing Agreement:
On November
5, 2014, [redacted] entered into a Harbortouch Merchant Transaction
Processing Agreement (“Processing
Agreement”).  The Processing
Agreement governs the terms and conditions whereby Harbortouch agreed to
provide the Ms. [redacted]’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 attached.  Ms. [redacted] received a copy of the Terms and
Conditions prior to signing the Merchant Application.  However, the merchant may also access the
Terms and Conditions at www.harbortouch.com/terms. 
The Processing Agreement has a three (3) year term. 
2) POS System Service Agreement:
On November 5, 2014, Ms. [redacted] also entered into a
Harbortouch POS System Service Agreement (“Service
Agreement”). The
Service Agreement governs the terms and conditions whereby Harbortouch agreed
to provide Ms. [redacted]’s business with two free POS systems based on her
commitment to enroll in a five (5) year agreement for support service based on
a monthly fee and other applicable charges. The Service Agreement consists of
Exhibit A and the Service Agreement’s terms and conditions. A copy of the
Service Agreement is attached to this letter.
Harbortouch shipped
the POS equipment to the merchant and on January 6, 2015 the merchant indicated
to the sales rep that he refused the shipment. 
Harbortouch received the returned equipment on January 7, 2015.   Harbortouch recognizes that the merchant
never processed transactions and/or used the equipment.
Therefore,
Harbortouch has waived the POS Service Agreement ETF (early termination fee)
which would have been $138 x 59 months remaining in the contract signed by Ms.
[redacted]. 
Since the
merchant refused the shipment the costs of return shipping would be at the
merchant’s expense.  Harbortouch is
waiving this cost of $61.00.
The merchant’s
account has been charged an ETF for the Processing Agreement as referenced
above. The ETF is $35 x the number of months (33) remaining in the contract.
Prior to
deploying equipment for shipment Harbortouch invests considerable time and
efforts building the product to the merchant’s specifications for the
merchant’s business needs.  Once a POS
System is built specifically for a merchant and then deployed it is no longer considered
a new product.  Once the POS System is returned
it is no longer possible for Harbortouch to issue that product as new. There is a cost of depreciation and a
restocking fee of $250 is charged.
Currently
there is and outstanding balance of $1,291 active in collections. 
After a
careful review of the account and the involved circumstances, Harbortouch will waive
the charges excluding a $250 restocking fee.
I encourage
the merchant to contact the Harbortouch Collections at 800.201.0461 to resolve
the $250 remaining balance. 
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: As Harbor Touch document in it title it is an application. They never installed terminal equipment in my business and I never processed any transactions through Harbor Touch. I have attached documentation provided by their agent documenting unresolved issues to complete agreement. I plan to file a claim in superior court in California and the Harbor Touch agent will testify that there was never a contract since there were no transaction on terminal. Harbor Touch stole $900 from my business and is too cheap to refund it in full. 
Regards,
[redacted]

The request to remove the DEROG is already in process of happening as the past due balance has been paid.

A member of our management staff has contacted the merchant
regarding the issue.  The merchant has
been provided Log Me In access.  Our Account
Resolution Manager is continuing to work with the merchant address...

their
concerns. 
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: The money offered did not cover the amount taken from our business checking. Plus no one has contacted us by phone to dispute or offer to handle this in a professional manor. I had Jerry who handles our account tell me all 141.00 would be returned and it never was. This company is full of liars and scammers.
Regards,
[redacted]

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 [redacted] of the Internal Revenue Code.
Section [redacted], 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]
Lastly, Harbortouch has documented a dozen attempts to contact the merchant
from 11/20/2014 through 1/2/2015 regarding this issue.  On 1/2/2015 Harbortouch left a message with
an employee of the merchant advising we required an updated W-9 form.   There have been a total of 17 attempts up to
1/13/2015 the same date of the merchant’s complaint entered in this forum.
Legal Department
Harbortouch

To
Whom It May Concern:
As
has been communicated numerous times to [redacted], Harbortouch is not
permitted to remit funds to his client as a result of but not limited to
Executive Order [redacted](December 19, 2014). This prohibition remains in...

effect
despite Harbortouch's good faith efforts to continue the relationship in
compliance with this Executive Order.

[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:
Regards,
[redacted]
  
The instruction was given over the phone , but the damage was made to my financial

[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:
1. Changes of terms/conditions are not acceptable without 30 days prior notice (in order for us to reject such changes in accordance to law). West End was never notified of ongoing and rigorous fee schedule changes that took place throughout 2015. 
2. During conversations with Harbortouch, they explained the fee increases were due to [redacted] charging a larger interchange amount, which is also falsehood. The increase was a direct result of Harbortouch abuse and profit. Misleading myself, and others when questioned about rising costs of service - which would waive the class action suit clause in the original agreement. 
3. We understand there is a cost for these services that Harbortouch offers, however, we were unaware that multiple changes could be made to the original contract without written notice, warning, or advancement. 
4. We are rejecting their response, and will continue to do so until an agreement and settlement can be made. 
Regards,
[redacted]

Access to the Social media and other web services are prohibited and have been relayed to merchant numerous times. The reason for this is to protect all parties and severely minimize the chance for a security breach. With all the data breaches present in todays society, Harbortouch must take an...

aggressive stance in order to protect itself and its customer base, especially in an system that captures credit card data. As referenced in section 10.2 of the agreed upon terms and conditions of the contract, ownership is and will remain Harbortouchs until the contract is fulfilled. With that statement Harbortouch will not and cannot willingly subject itself to any potential breaches. The system provided to the customer is a POS system and not by any means meant to be a desktop PC as the merchant is expecting. 
Reporting on the POS is extremely robust. There are many different report types available that merchant has and was able to access. Lighthouse is a small facet of these reporting features and is meant to help remotely keep track of financials. However given the merchant complaints that this was not enough for them, LogMeIn was offered which is a remote desktop tool, which would unlock the entire POS remotely for the merchant. Harbortouch had attempted to satisfy the complaints of this merchant however the merchant rejected all attempts. The amount that is being disputed is the ETF that was signed and agreed upon in the contract by the owner, whom is not the one submitting this complaint. 
A large majority of this claim is based off the hearsay of conversations Harbortouch has no record of. If the merchant can provide any supporting written or verbal conversations with the sales representative, then that material will be needed in order to further evaluate the complaint. However at this time, Harbortouch has acted within the scope of its agreement, and the ETF's that were outlined in the contract and underlying terms and conditions will stand.