Harbortouch

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I am pleased that Harbortouch has made their decision although I am concerned they have simply turned the matter over to a collection agency. Time will tell if that has happened.Also, I do not have a copy of the terms and conditions, nor up until their response I didn't know where to abtain one.  Thanks for your help. 
Regards,
[redacted]

This merchant account has already been escalated to a management team and a member of the management team will be reaching out to the merchant. 
Legal Group
Harbortouch

we will reach out to the Independent sales office to research the facts of the case. we need 5 business days time to get back to you

Harbortouch does not have any processing activity but multiple calls into support with inquiries. The contract itself will need to be sent via USPS.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  The business has agreed in writing to cancellation of any contracts. All fees and penalties are waived and we no longer have any financial obligation of any kind with Harbortouch.
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 Harbortouch response is factually incorrect.  In addition, the first sentence in their response makes no sense.
Harbortouch claims that our complaint is a byproduct of buyer's remorse.  They state this is because the "merchant feels (the POS sys) is to complicated".  They have completely or intentionally missed the point of our complaints.  Our statement that the system was complicated was the basis of our request for more help in terms of training and service.  Initially, we took the online training.  Our equipment had not yet been installed so we could not actually practice on it.  The training was quite superficial - the "class" only covered about 40 of the options in their software; their software  has well over 200 options on which we were never given training.  There was no manual or in-depth online training.  Nor was any on-site training offered.
In addition, because Harbortouch failed to deliver the system to us before we opened the store, we had no opportunity to practice with the system and to seek solutions to both our training needs and the programing errors which were eventually discovered that actually precluded us from using the system for the first week or so that we had it.  We were forced to calculate and hand write every receipt for our customers (our store is in a busy mall, which made for total chaos in checking out our customers).
When we spoke with our sales rep about the fact that we could not sign on and the great confusion we were having trying to learn the system. he suggested using their fact sheets.  We used those, but got nowhere since they did not address the issues we were having.
When we called back in the early evening to get help, we were told that we could only get someone to work through the multiple problems we were having "if our computer was on fire", saying that they could only help us after their normal hours on one or two questions.  We were told no comprehensive assistance was available in the evenings.  However, our contract with Harbortouch specifically contains the following:  "Section 3(a) . . .the merchant shall be entitled to 24 hour a day, 7 day a week remote technical support for the equipment  . . .and/or software".
With the help of their technical assistance rep that we had to insist help us that evening, we were able to fix the signing-on issue.  However, one of the screen issues still seemed to perplex the technical service rep.  We still had no idea how to use many of the options, nor could we get the ones we were trained on to work.
We repeatedly told our sales rep of our difficulties.  When Harbortouch finally contacted us about training, they called in the middle of the day, right when we were the busiest, assuming we could drop everything and ignore our customers to discuss our difficulties.  Harbortouch had no understanding of the fact that none of this would have happened had they gotten the equipment to us before we opened.  Even when we got in touch with them later, no on-site training was offered that would have both resolved our technical issues and ability to use the system.
By this time, we were completely frustrated as many days had passed with no working system, no prospects of effective training and still working with hand-written receipts and calculators!  Despite repeated emails and calls to our sales rep, we were getting nowhere with respect to training and service.  We finally felt we had to cancel the contract since we had a system that was only gathering dust as our frustration built.
To add insult to injury, after we cancelled the contract, we were informed in a Harbortouch letter to us dated January 9, 2014, signed by Terrence P. Sullivan, Junior Counsel, that on-site training was sometimes available.  This was never offered despite our repeated expressions of frustration with the lack of training and service.  Had this late mention of on-site training been presented as an option before our store opening or even during our first week of operation, we would no be in this position today.  If Harbortouch had been remotely as aggressive in addressing our requests for help as it has been in responding to our cancellation, we would not have cancelled the contract.
Upon our cancellation, Harbortouch charged us the full amount of our outstanding contract --$8,496.00 -- as a cancellation penalty.  This assessment was extremely excessive in light of the fact that we returned the equipment in the same condition as we received it and they spent little time programing our company data.  For comparison, after we cancelled the Harbortouch contract, we purchased a different POS system which arrived within a few days, was installed in 3 hours by a professional installer and was programed by us in 2 hours. We were fully operational in less than 5 business days!  This compares to Harbortouch receiving our company data on 19 March 2013 and then failing to meet our store opening on 20 April 2013.  Further, when we received the equipment, we still could not use it.
We believe the $8,496.00 assessment was extremely excessive. We know the amount of time it took us to program our company data and the cost of installation of the present equipment.  It totaled $595.00  Therefore, we believe a fair reimbursement to us would be $7,901.00.  We would be  satisfied with a check in that amount.
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:yes, they have reached out to us, which was very kind, however,  none of the issues have been resolved.  We were not satisfied with the new log me in account with the new email address,  this is still not what we were promised and we still feel lied to and betrayed.  It has been proven time and again that log me in is not secure,  however this is the only way they are trying to appease the situation.  We are being bullied by harbor touch into accepting what they offer us, instead of what they promised us. They are building their business on lies and we as the merchant are suffering the consequences.  We have told them time and again that we are not comfortable using log me in and yet they keep insisting that this is the answer to our issue. We need retail lighthouse that let's us enter and monitor inventory and allows us to input invoices.  This was the main selling point to us on this system which had been years ago and still to this very date we are being told that they are working on it. Same with the EMV card reader. We were told that we would have it in September,  especially due to the seriousness of our system being hacked. What they sent us is the same agreement we refused before, we will not sign any additional contracts with Harbor touch. After we did not receive the POS system with the integrated card reader in September we were told that we would have it by the end of the year 2015, now we are almost to the end of January 2016 and still don't have it. They just keep sending us work arounds instead of the products that were actually promised. We stand behind our dissatisfaction with Harbor Touch and feel that they know they are doing us wrong but it just doesn't matter to them because of how much bigger of a company they are than us. The only way we will be satisfied is when we receive the above mentioned lighthouse and integrated card reader. We appreciate the break on the fees but feel they are just trying to make this go away instead of doing what was promised.  
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 talked to Jerry who is the man from [redacted] who set up our account . He told me numerous times the money would be refunded. He said we were charged for not using them for credit card processing for the past couple moths. The 45.00 dollar fee which is the monthly charge was taken out as well as the 144.00 in July. I called Jerry numerous times. He told me the money would be refunded and it never was. As well I was never notified of Harbor touch buying out [redacted]. I wasn't made aware til after it appeared on my bank statements. I never signed a contract with Harbor Touch and I fully disagree with how they have handled our account. As well with the fact that as a [redacted] customer I should have been notified of the change. Plus we feel that since we did not sign a contract with Harbor touch we should not be held to our contract. We are just glad that the contract ends in January. If I see anymore charges after that date we will be involving our attorney. I have also recommended to all of our other business associates, which we have many. To never sign with Harbor touch  to us they are liars and thieves.
Regards,
[redacted]

The DEROG has been marked paid as of 5/15. In Harbortouch previous reply the payment was not made until 5/15/14. At that point the DEROG was mark paid. The error is not that of Harbortouch and plenty of notice was sent to customer to avoid the collection status, again outlined in previous rebuttal. This is standard practice from all companies, not just that of Harbortouch, and is not a sign of bad customer service.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Although we accept the terms, we do want the business to understand that we were told by their representatives that there was not a contract, and we could cancel at any time.  We were also told by one of their business associates, Victoria G[redacted], that she was handling the cancellation well before April 2015.  We feel as if we were unfairly treated, and the reason we accept the terms is because it appears we will not be able to get the amount we deserve, and we do no longer want to use time or other resources in getting the matter fairly resolved.
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:
Harbor touch failed to submit to Revdex.com the signed contract ending service. As they would present all terms resulting in a fee was lined out. Accepted by Harbor touch when the account was closed. There is no monies due to "early termination" 
on June 24th Harbor touch was also informed they where not to attempt or withdraw any funds from the Wells Fargo account. They continued to do so. Regards,
[redacted]

Stay away from this company! They have the most unscrupolous business practices! I lived it! Don't believe Harbor Touches responses! They deduct funds from your bank account without notice and then give you all kinds of excuses why the funds were not put back when the company said they will be. You can't get any managers on the phone. They transfer you to a voicemail that doesn't even address who they are? It just says leave your message after the beep? They won't give out any managers full name. That spells shady to me! I left five messages on that voicemail and still haven't received a call back. I called every half hour and no one ever answered. Try it and see for yourself. 800-201-0462 ext 232. This is not a company that cares about their customers! I wish I had done my homework before I signed on to this aweful company! Shame on you HarborTouch! I will make sure every business owner I speak to knows about your harmful business practices! All these bad reviews and there are many are not lies or from your competitor as you like to blame it on. They are from hard working people like myself trying to run a small business and thought they were doing business with a company that was trying to help them not destroy them.

Company was contracted to install and support a POS system. No system was ever installed after the site inspection. Company made charges to our acct.Company continued to make charges to our account after being contacted about not having received the system or services. Company wants to quote contract now that we are trying to rectify these charges claiming we must pay a cancellation charge. Sales rep is [redacted], she will not respond to email or give her phone number again. I can not reach her.Desired SettlementOur company was charged on 2/28/14 for 59.00, and charged on 4/4/14 for 20.50. We have never received any services or products from this company even though the system should have been installed in Dec of 2013.Business Response I do not know [redacted] and have never signed a contract with him. We do not have any custometrs in [redacted]PresidentPoint of Profit, Inc.

Review: I have been fighting with this company for two years! Two years ago I signed up for a month to month plan for our seasonal business to process credit cards. I used them for the two months we are open during the summer. This company continued to charge my bank account for the monthly fee, for an additional four more months. After several phone calls and to try to cancel with not success, I blocked their charges from my banks end. About a year later I received a bill for about $500, charging late fee's and the monthly fee's. After spending even more time on the phone, they said they would remove all the charges. Now another year later they have sent a $100 owing amount to the credit bureaus. This charge is supposedly for not returning the credit card terminal within 30 day. Nothing was ever said to me about a time limit in returning the terminal. (Which was returned within 31 days,) and as far as I was concerned the account was at a $0 balance. I have not receive any communication with this company since the $500 bill they claimed to remove. I have wasted hours of my time fighting this company, and as a small business owner that equates to thousands of dollars lost. I am now trying to purchase a home and because of this it will have to wait. This is the most unethical company I have ever worked with!Desired Settlement: I have since paid the $100, for the bogus late terminal return fee, as well as four months of service not used. At this point all I want is for them to REMOVE, not marked paid, their claim on my credit reports, and letter stating the account is close with no charges owing, and never to hear from them again. If they want to actually provide customer service and return the $100 and four months fee, I would not be apposed.

Business

Response:

Harbortouch needs the appropriate account number in order to best respond to this complaint. If the customer can please provide said information Harbortouch will research and respond with the appropriate actions.

Review: Harbortouch is a service provider regarding credit card transactions. I made a transaction on Jan14th 2014 for the Amount of $475.00 the transaction was deposited into my checking account on Jan16 2014 but the amount was $275.00 Called Harbortouch regarding the missing $200 and was told these funds were on a "pledge hold" of which there was no explanation given as to what this was. Since that time I have called a total of 7 times trying to find out why or when these funds would be released. 1st call ( on or about Jan 23rd 2014 )Was finally told that part of the held funds were for payment on the account fees

( $117.43) and that the balance would be deposited in my acct. within 72 hrs ( did not happen ) 2nd call: Told funds were on hold for 10 days and would be deposited then ( did not happen) 3rd call: Told funds would be deposited within 48 hrs ( did not happen) 5th call: Told funds were on hold for undetermined time minimum of 20+ days for "processing" 6th call:( 03/04/14) Told funds were still in undetermined hold time and in processing . I also requested that my account be terminated and was told that a form would be Emailed to me within 48 hrs 7th call ( today) Form was not sent and funds were still on hold saying that I owed $117.43. and that the form requested would be sent within 24-48 business hrs .... in the meantime while all this was going on I received a replacement upgraded C Card terminal from them and in todays conversation they are telling my I will probably be charged a fee for this terminal as I am terminating my my account They have successfully held my funds long enough now to accrue charges against my account and have been charging regular fees on my account since this debacle has been going on . I have asked for hard copies of the charges made against my account at least 5 times and have yet to receive anythingDesired Settlement: I want my funds deposited, and no charges against my account should exist beyond the Jan 16th date as whatever legitimate fee was levied against my account on JAN 16th should have been paid in full and the balance should have been deposited in my account at that time from the money held by them It has been from JAN 16 2014 up to this date March 07 2014 with no resolution

Business

Response:

The disputed amount and account has been resolved as of 3/18 and will be deposited into the merchants bank in normal funding time. The money was held to cover and collect rejected fee's which is outlined and agreed upon in the terms and conditions of the merchants account.

Review: In early November I received a B-Notice from them requesting updated w-9 information otherwise I was subject to a 28% tax penalty from the IRS. The documents state that I had until December 03, 2014 to submit the forms before the penalty would start being withheld. I submitted the paperwork and got email confirmation from them stating it had been received and updated in the system. On December 04, 2014 the 28% tax penalties started being withheld from my credit card processing funds. I contacted them on Tuesday December 09, 2014 & spoke to a supervisor that reconfirmed the paperwork had been submitted and updated well before the December 03, 2014 deadline date and it was an error on their behalf. She emailed the proper department to stop the penalties from being withheld and on December 10, 2014 they stopped withholding. She told me the funds would be given back to me once released. Now they told me the funds were released to the IRS and it's out of their hands now they can't assist me. I have called the IRS two days in a row and spoke to people in two different departments regarding the issue. They both advised me of the regulations and guidelines to be followed by the banks/payers in IRS Publication 1281 and even went through it with me, telling me the page numbers to refer to & show the bank/payer. The IRS as well as in writing in Publication 1281 on page 9 clearly states that the bank/payer is able to refund the erroneously withheld funds, even if they have already been released to the IRS. I've talked to three supervisors, one who point blank told me it was "my fault for waiting to the last minute, she wasn't going to keep going back & forth with me about it, they were not going to do anything about it and to call the IRS to resolve it myself". as well as the CEO of Harbortouch and they all keep telling me that they cannot do anything about it and I cannot get my money back until I file my tax return in 2015. This is an absolute slap in the face to my business. I just want my money refunded to me now, not in 2015. They made the mistake, they've admitted to making the mistake, I have all the email correspondence and paperwork proving it that I have sent to them as well and because of them I'm out $720 which never should have been taken from me to begin with. I followed the IRS guidelines and complied to the rules stated in the documentation provided to me.....they did not comply with the IRS guidelines, therefore they should be held liable for refunding my money!Desired Settlement: I want my money refunded to me from Harbortouch for the erroneously withheld tax penalties that the IRS says they should refund me due to their mistakes.

Review: I understood there was no penalty upon returning [redacted] terminal----and not to be locked into any lease. Now they say they want $875. with the return of the Terminal.

This is so fraudulent..and criminal.Desired Settlement: I want to return the Terminal and not pay $875. which is wrong

Business

Response:

Harbortouch will comply with the settlement request and contact the merchant.

Review: In February 2014 we opened up a merchant acct. with [redacted] now know as Harbortouch, We noticed on our first statement that we were missing 3 tickets in our batches from different days on our closed batches that were not posted, when we tried to call our rep. he said he would work on it to find out why and let us know right away, when he showed up he told us they were taking fees out of the batches on the first missed amount and that the other 2 were [redacted] that were not settled yet, he said the fees would be put in and we were ok to accept **, the next one we accepted also didn't get posted so we called ** they told us we were set up with them and had a merchant # but they were not getting anything and that I had to call Harbortouch and tell them to program the terminal to add them, I tried to call the rep. he would not respond so I called Harbortouch and repetedly got put on hold, so I emailed and they said they were working on it but no one ever got back to me I emailed again and told them I was losing money as I could not take ** cards, I could not get anyone to tell me where this missing money was. I didn't want Harbortouch to take anymore money from my acct. so I closed it, I tried many times to call both the rep. and Harbortouch and got no where. I have not been able to accept any credit cards for a week now and have lost lots of business.Desired Settlement: I can't do any further business with Harbortouch, they did not fullfill any of their promises. I want out of the lease of the terminal with no termination fee. And I want my money from the [redacted] charges.

Business

Response:

The issues described in the complaint should have all been resolved as of this rebuttal, which was relayed to the sales representative on 5/1 whom is in contact with the merchant. However the underlining issues were worked and all promises were kept, thus all contractual obligations stand.

Review: This Company has frauded my family. We used to own a restaurant in [redacted] named "[redacted]." [redacted] our sales representative had frauded us saying we were not obligated to a long term contract and that we would be on a month to month. We had to cancel our services due to the sale of our business and [redacted] asked us to return the machine back to him. After 1 1/2 years we received a surprising call from a Collection Agency stating we owed Harbor Touch over $1,800 due to non return of a machine and also breach of contract. [redacted] had never returned back the Credit Card machine back to the company and also he purposely took out the page of the term of contract stating how long I was committed for. This is a fraudulent company. They have over 260 complaints regarding the exact same thing. My family and I were planning on moving to a home and due to this issue, we had to change our plans because of the impact on our credit. Please help us resolve this issue. Thank you.Desired Settlement: Solve this issue and fix our credit report. OUR FAMILY IS DEVASTATED.

Business

Response:

This complaint has been handled externally and has been settled.

Review: I signed a contract with this company to accept credit at specified contract rates -- my monthly statements show this company taking a lot more fees and surcharges out of my account without my approval - I can scan and upload the contract and statements. They have an account rep number 201542 who will not answer my calls, emails or texts. The company's customer service email account sent me an email that states they will not help me via email ( I guess) that way nothing is documented the way I feel it should be. They will not explain pci compliance fees nor what it protects. [redacted] has a little booklet that they sent to me after a contract was signed that no one has ever reviewed with me. Where do all of these additional fees come from? Also they now tell me via a little blurb on their website that they ([redacted]) is now part of the Harbortouch family. Harbortouch is a leading national provider of payment processing services, delivering a superior processing experience with award-winning support and robust online reporting as well as unmatched security and reliability. This transition will be seamless your transactions will continue to be processed and deposited with no disruption to your current service. However, Harbortouch has a separate reporting system to view your processing information, located at www.harbortouch.com. To obtain your login credentials for this system, please contact Harbortouch Customer Service at [email protected] or ###-###-####. I want my sales rep to visit my store and go over this with me - something is not right. I have no access to my info and the deposits don't match up now either and I get no answers via email with [redacted] -- I can send copies of the email requests to everyone attention too.Desired Settlement: would like a visit from the sales representative . would like answers to all extra fees - other than what is stated in contract of 1.6% credit cards and .18 transaction fees and 1.05% and .18 transaction fee on non-pin debit card. Need to fully understand pci compliance. I need to understand what harbortouch is who they are why am I involved what is going on with my account - how does this affect my customers. None of this is being explained to me

Business

Response:

On 4/1 [redacted] was acquired by Harbortouch, meaning the account is now serviced by Harbortouch. We will gladly extend our assistance to this merchant be we would need a clear understanding of what the merchant is inquiring about. There was a brief correspondence on 4/12 in which I have pasted said conversation below. The best and most efficient way to approach this complaint is to have a customer service representative contact the merchant in question directly to discuss and review rates. I will also personally compose and email to Independent representative on the account in order to fulfil the onsite visit. HOwever, please note that the sales offices are completely independent and purely sell our services. Any complaints regarding said individual should be directed to that individual. [redacted] via harbortouch.com Apr 12 (4 days ago)to customerservice So my contract was with [redacted] - my batches are weird going into my account – my account rep [redacted] fell off the face of the earth, you want me to provide you with information that you supposedly purchase from [redacted] – the office number is ###-###-#### if that is what you go by [redacted] This email is free from viruses and malware because avast! Antivirus protection is active.Customer Service [email protected]:53 AM (0 minutes ago)to [redacted] Good Morning,Thank you for your email. Can you please explain the issues you are having with your batches going into account with specific batch dates and amounts and we will be happy to look at this for you.-SeasonThank you,Customer ServiceHarbortouch[redacted], PA [redacted]Phone: ###-###-#### option 3 | eFax: ###-###-#### | [email protected] Please be sure to keep us informed of any email address updates and or changes THE INFORMATION CONTAINED IN THIS MESSAGE IS INTENDED ONLY FOR THE PERSONAL AND CONFIDENTIAL USE OF THE DESIGNATED RECIPIENTS NAMED ABOVE. If the reader of this message is not the intended recipient or any agent responsible for delivering it to the intended recipient, you are hereby notified that you have received this document in error, and that any review, dissemination, distribution or copying of this message is strictly prohibited. If you have received this communication in error, please notify us immediately by reply e-mail message or by telephone and delete the original message from your e-mail system and/or computer database

Consumer

Response:

Review: [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,

Business

Response:

Harbortouch feels the best method to address the complaint at hand is directly speak with the customer and educate on the remaining elements. A supervisor within our Customer Service will reach directly to the customer to provide such education and hopefully work to resolve outside this forum.