Harbortouch

Review: I leased a cash register from them when using their credit card processing. When I cancelled my service, the representative of Harbortouch told me to send the cash register back with my account number on the inside and outside of the box. I sent the cash register back UPS with tracking and along with my account number on the outside and inside of the box. [redacted]" from Harbortouch signed for the package on February 15th. On March 22nd, they took $844 out of my checking account without any notification! I luckily caught it and called them. I provided the tracking number, they confirmed the delivery and said they would refund. As of April 8th, I do not have my $844 back.Desired Settlement: I would like to have my $844 back that they were never authorized to ever take from me.

Business

Response:

The credit has been issued for the amount listed in the claim. The customer should receive in 3 to 5 business days.

I had gotten a Harbortouch POS for my brand new business. It was great, until I had to close my doors two years into having my business due to personal issues. I packed up and returned my system in early Feb. I starting getting emails in March, about how much money I owed Harbortouch and that I still needed to return my system. I contacted them right away and provided receipts that I had in fact returned the system, in return, they said I still owed them money from Jan to May for "not closing my account." I assumed that when I called in Dec. to say I was closing my business and I would be returning the system, that meant I was closing the account!?! Apparently, I was wrong! Well, now they won't take the charges off my account and say that I still owe them, or they will send me to collections! I have been arguing back and fourth with the "chargeback support" representative, which is getting me nowhere! .... I WOULD NEVER recommend this company to anyone who is opening a business! Get a square, use Paypal or buy a cheap register from Staples or Office Max and save yourself a headache, it is now July and I am still fighting with them to remove the charges that they screwed up! This is becoming more of a headache and a hassle for me!

Review: I have used [redacted] merchant services inc for my credit card transactions starting august 2010 and made 3 year contract end of 3 year contract I was a month to month

customer of MSi, in April 2014 Harbortouch has bought [redacted] and raised all my merchant fees. I have called and on canceled on 09-24-2014 with harbortouch. Harbortouch saying that I have a contract with them which I don't and I asked for where is the contract send me so I can see, No contract has been sent but they have taken

250$ from my bank account directly. How can they take money illegally??Desired Settlement: I work very hard to earn money, I want my 250$ to refunded.

Thank you

Business

Response:

Please be advised that Harbortouch Payments, LLC f/k/a United Bank

Card, Inc. (d/b/a Harbortouch) has full corporate authority to act on behalf of

Credit Card Processing, USA (d/b/a [redacted] Merchant Services, Inc.).

On or around March 31, 2014, United Bank Card, Inc. (d/b/a

Harbortouch) entered into a Stock Purchase Agreement with Credit Card

Processing, USA (d/b/a [redacted] Merchant Services, Inc.) and its shareholders. As a

result of the agreement, [redacted] merged into [redacted] Merchant Services Holdings LLC, a

New Jersey limited liability company, Harbortouch merged into Harbortouch

Payments, LLC, a newly formed Delaware limited liability company and

Harbortouch Payments, LLC then acquired all the outstanding membership

interests, obligations and responsibilities of [redacted] Merchant Services Holdings,

LLC.

We are disappointed

to hear of [redacted]’s dissatisfaction

with Harbortouch’s products and services. 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 [redacted] a satisfied

Harbortouch customer.

[redacted] entered into a Merchant Processing Agreement on

8/16/10 with [redacted] Merchant Services, Inc. now operating under Harbortouch

Payments, LLC. The Processing Agreement

consists of the Merchant Application and the Terms and Conditions, together

with its addenda, attachments and schedules.

I am attaching a copy of the Merchant Transaction Processing Agreement (“Processing

Agreement”) and attaching a copy of the [redacted] Terms and Conditions. The merchant received a copy of the Terms and

Conditions prior to signing the Merchant Application.

The Processing

Agreement has a minimum three (3) year term as per Section 4 of the Terms and

Conditions. At the end of the initial

term the Processing Agreement automatically renews for an additional two (2)

year periods. The termination of the agreement requires the written request of

the merchant prior to any renewal period.

Please see Section 5 of the Terms and Conditions for further details

and Section VIII of the Merchant Processing Agreement.

Harbortouch

recently received written notice dated September 24, 2014 of the merchant’s request to cancel his account. Harbortouch closed Ms. Kuruca’s merchant account on September 25,

2014 and charged him an ETF $250.00 in accordance to the Merchant Processing

Agreement and the Terms and Conditions.

Review: This company 1st of all has very shady business practices they have you sign a contract without you seeing the full contract and when you ask them about contract they say don't worry you can cancel at any time as long as you return the machine. When I soldmy company in February to a business partner and asked them for a cancelation form they said I signed a 3 year contract. When I explained to them that they said I wasn't signing a contract they said I can transfer contract because I also stated that I sold company. They told me what I needed to do and after I completed and sent in all of these forms they still say 5 months later that I am still under contract and have my info and social security security number under this account. I have called them on more than 4 separate occasions and they still haven't cancelled the account they tell me to call other people.Desired Settlement: Them contact me by email at [redacted] that they destroyed my personal information and cancelled the contact

Business

Response:

A customer service representative will initiate contact in the form of email as requested in settlement.

Review: I through this company sales person to apply a business merchant service account at middle of February 2014.

but they didn't approve my apply documents, I rejected to provide more my company information to them.

and told the sales person cancel my application.

It start to charge my service fee $33.00 direct from my bank account at June 2nd.

The company(HarborTouch) never contact to me or send me any information, and service science February to now.

I been call their customer service, they rejected to refund my money.Desired Settlement: full refund my money $33, and stop charge monthly service direct from my bank account.

Business

Response:

The account was never declined or rejected but was merely put on hold to obtain more information. That information was returned by the sales rep and the account subsequently opened and all terminal files built on 2/14. On 2/19 there was a call from our account maintenance team and a welcome call was performed. At which time information was verified by Justin. The account is open and valid per the contract. All fee's related to said contract are completely valid, and if the merchant wishes to cancel, they may do so but the penalties outlined in the signed contract would apply. Harbortouch has done no wrong and processed the application/contract as normal.

Review: A sales representative, [redacted], came to my retail store and gave me a presentation. In this presentation and the ensuing conversation I was told that I would receive the ability to maintain my inventory online, Have real time up to the second reporting of sales, have graphs and visual aids to outline my sales, be able to share inventory across my two locations and have them sync and update in real time, have my employees sign in and out using a swipe card. I was told that for the fee of $69 a month on a 6 year contract I would get all of these features. When I received my two systems I immediately noticed I didn't have any of this and contacted Harbortouch. The told me that for my system they do not offer the lighthouse program which gives me all the remote functionality and graphing & reporting capability. they offered a substitute of giving me remote access to the computer itself but couldn't give me the graphing functionality that I need. They told me that I would have to pay an extra $1500 to share inventory across two systems and wouldn't comp the fee even though their sales rep told me I would have it included in my systems I was receiving. they did not offer me an alternative for the swipe cards at all.

Because I lacked the ability to share my inventory across my two locations I was forced to close one of my locations. To have to come up with $1500 a week after having my grand opening and paying for a full renovation was impossible and the fact that I have a 9-5 job as well made me unable to travel between two businesses and update 1000+ products daily.Desired Settlement: I want for them to accept back both of their products and waive the early termination fees the totals over $8000. I did not receive the items I was sold on and it isn't right that I am being forced to pay for a product other than what I was sold on.

Business

Response:

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.

Consumer

Response:

[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]

Review: [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,

Business

Response:

Review: The product was totally misrepresented by the sales person before we purchased it with promises that the system just doesn't perform. I was told it was the best in preventing fraud by having fingerprint identification for staff, it did not come with that. I was told the hand held terminals were less expensive so I ordered 3 main terminals and 1 handheld to give it a try. There was no handheld sent as these are still 6 months away in production after we signed. I was told the system would integrate with my quickbooks and transmit the data so it did not have to be input manually. It does not. I was told it could be used to update and maintain inventory of product. it does not. I was told that they had their own gift card system, I got the first fifty cards free to try and would have to purchase any additional cards and the price for the service was included in the monthly fee. After getting the cards, I found this wasn't the case, they not only charge for each card used or activated, there is also a monthly fee. They told me the monthly fee of $270 included everything, and that is what was debited from my account the first month. The last two months it jumped to $296/mo. I was told it was $59 per quarter fee for the system but they debited $191.75 for the first quarter. I was told they would have someone here to train the staff and myself on the POS system once installed. That did not happen. On two occasions they had someone call me who could not answer questions on simple reports. I had asked about the reports it would run before I purchased the system and was told it would do them all, it does not. It has been very frustrating and the company just debits the account whenever they want to without any sort of invoice or warning that the checking account will be debited. It is just not good business to misrepresent a product and then keep adding fees for stuff that was included in the price when sold by the salesperson. The system freezes up multiple times a day and no tech answers.Desired Settlement: I would like the system to either do the reports and services that it was purported to do or get a discount for the lack of service that it represents until I can find a system to replace this one or harbortouch can actually address the issues and come up with programming that will give me the reports and information that I requested and was told it did in the first place. I want to see better service from the techs when there is a problem and someone to actually address the freezing up issu.e

Business

Response:

We are disappointed

to hear of [redacted]’s dissatisfaction

with Harbortouch’s products and services. 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 [redacted] a satisfied

Harbortouch customer.

On February 4, 2014, [redacted] entered into a Harbortouch

Merchant Transaction Processing Agreement (“Processing Agreement”) and a POS

System Service Agreement (“Service Agreement”). The Processing Agreement

governs the terms and conditions whereby Harbortouch agreed to provide [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 Transaction Processing

Agreement (“Processing Agreement”) and the POS System Service Agreement

(“Service Agreement”) are attached. [redacted] received a copy of the Terms and Conditions prior to signing the Merchant

Application. However, you may also access the Terms and Conditions at www.harbortouch.com/terms.

Harbortouch offers 24/7 days a week technical support. We will offer assistance with [redacted]’s

issues and he is encouraged to contact Technical Support at [email protected]

or telephone [redacted].

Based

on our records in [redacted]’s merchant account, the system operation is in

accordance with its specifications. As a courtesy, we refunded the merchant

the $79.00 Annual Fee. As an additional courtesy, we will refund the Quarterly

Service Fee (QSF) of $177.00 ($59 x 3 POS units).

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because: there has been no credit issued as stated as of 10/10/14. The company totally misrepresented their product and what it can do. If they cannot produce the system they sold to me then they should either let me out of the contract or keep it at a much more reduced price based on the little that it can do. I have one POS system in my one restaurant, not 3.

Regards,

Business

Response:

The merchant will be seeing a credit in his bank account in the

next 3 business days and he will be contacted by Harbortouch's Merchant Account System Administrator tomorrow (10/22/14).

Shawn B

Merchant

Account System Administrator

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I spoke with Shawn and he is working on solutions to the problems.

Regards,

Review: I was approached by [redacted] of [redacted] regarding a charge back that I had in October 2013. The charge back was because someone had ordered product from me using stolen credit cards. . [redacted] led me to believe that he was from the merchant services company that I was currently doing business with. He told me that he was changing my account from retail to wholesale merchant and I would pay a lower price for merchant services. I agreed because I was satisfied with the company ([redacted]) that I had my merchant services with and being able to get a better rate was great. When he sent the application he said I had to fill it out because I was changing from wholesale to retail. He told me that there was a processing fee and I questioned (I have copies of the email regarding the conversation) him about why I was having to pay a processing fee when I was already a customer. He stated that it was required. I was mislead and when I found out that I was mislead and canceled my account I was told that I would have to pay a early termination fee which is unacceptable because of the circumstances.Desired Settlement: I want [redacted] to cancel my account without a early termination fee.

Business

Response:

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

Business

Response:

Harbortouch acquired [redacted] on 4/1/14, this particular account was acquired as well. Although Harbortouch is sorry to see the merchant leave due to prior experiences, Harbortouch will satisfy the complaint and close the account without ETF.

Buyer Beware! Harbortouch is bribing all negative reviews to be deleted! A complete ripoff! Please read. Their true rating would be a 1 star if not for this. My company refused to take the bribe only because they tried to even rip us off trying to cancel one of our 5 contracts with them. They said they would give us half off our early termination fee if we deleted our first negative review. However, the early termination doubled!! so they made us pay almost the same amount. Absolutely miserable to deal with in every way. They raise processing fees in the middle of the contract. They will not let you leave a contract that has ended even if you pay thousands of dollars. Use S[redacted] or C[redacted] or another modern, no contract processor.

We are a small business that has been with Harbortouch for 7 years. The equipment failed and we decided to go with a different processing company. We started in April with our cancellation agreement. After speaking with 3 different customer service associates and was told on the first occasion that it was never received (April 2015) and that it needed to be faxed. On the second occasion that it was received and processing and may take up to 3 to 4 weeks (May 2015). On the third occasion and after 5 months of $99.00 processing fee deducted from our account was told that it in fact was never received and they did not have any record of our interest to cancel.(August 2015) Although I received a call in April 2015 from a rep concerned because we were cancelling. We have now received a collection notice from a termination fee of $470.00. They renewed our contract automatically every 2 years. We were told from the beginning that there was not a termination fee after 2 years. We also received a notice that we would need to send the equipment back or be charged $838.00 and we are responsible for shipping. We were told the equipment was ours to keep. I never received a single customer service call to see if we were satisfied with the business all of the 7 years that we were loyal customers. Nor were we ever contacted again from the sales rep. I will be filing a lawsuit and wanted any business to be aware of this company

Review: In June, HarborTouch called our business, [redacted]. Buford L[redacted] (goes by Anton) promised my daughter [redacted], lower rates than we had been receiving through our current processor. He faxed us a breakdown of the lower rates he promised and my wife, [redacted], signed the contract with them. We received the new machines, after calling them and setting them up, we started using them. When our first statement rolled in, it only had 2 days on it. When we received the first full month statement we were in shock. The statement was for $701.77, that is 3 times the amount we were paying our old processor! After rigorous investigation into the matter, they had overbilled us by 2.86% more than our contract stated. We called Anton, who promised to fix the problem. He stated it was his error and Harbortouch would fix it immediately and have the $375.88 they owed back to us credited on the next months statement. He said he had taken care of the issue 100% and if we did not see the credit on the next statement, call him. He promised to pay us $100 out of his pocket each month until it was paid back, if Harbortouch would not give it back to us. Anton lied. Anton did nothing about it. The next, and final statement we've received from them, was in the amount of $693.34. They were still overcharging us! Anton suddenly is "not reachable" and no one knows who his boss is. Calling this company and asking for anyone's boss is near impossible. They give you the run around, transfer you to numerous different departments and never give you a straight answer. We quickly switched back to our previous processor when we realized HarborTouch did nothing but lie to us! We called to cancel our contract with them numerous times, they promised to fax and email the cancellation forms they had to have within 48hrs. We never received the paperwork. My daughter and I called them 4 times before they finally emailed the paperwork to cancel. When asking about the money they owe us from overbilling, they stated they will not pay because it was Anton's fault and error. Anton did nothing but lie to us, set us up on the wrong rate tier and overcharge us. They now owe us around $1100 from what they've overbilled us! We are a small family owned country store. We have been here for 21 years and this is the first time I've ever dealt with complete ball faced liars! We can not afford to waste thousands on people that sign contracts and do not hold up their end of the deal!Desired Settlement: We need what was overbilled back to us! They owe us over $1000. We also need out of this completely useless contract they did not uphold! Including our Leasing contract with the credit card machine company, Northern Leasing Systems Inc. They will not let us out of the contract, even though we were set up under false pretenses!

Business

Response:

We are sorry

to hear of [redacted]’s dissatisfaction with 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

a customer’s complaint very seriously and, if given the opportunity, will do whatever

we can to satisfy Harbortouch customers.

signed a Merchant Processing Service Agreement on 6/25/14 (copy attached). The rates applied on the merchant’s account

are per section B2 of the merchant application. The rates on the

application would take precedent over any verbal agreement made between the

sales rep and the merchant. Harbortouch did not receive a call from the

merchant until September 8, 2014 advising us they were upset about the

rates. On the other hand the sales rep did take proactive steps to adjust

the rates on the account. On July 1, 2014 he reduced the rates on the

account. On August 6, 2014 the sales rep reduced the rates again.

Unfortunately, before Harbortouch could make a major impact on resolving the merchant’s

situation they requested cancellation.

All fees,

including processing, service and ETF ($50.00 in accordance with Arkansas law

regarding ETF) have been charged in accordance with the Merchant Processing

Agreement inclusive of the Terms and Conditions, together with its

addenda, attachments and schedules and can be accessed at www.harbortouch.com/terms. The Termination fees are described in the

Merchant Application Section D7 inclusive of the Terms and Conditions. Sections 4 and 5 of the Terms and

Conditions reference the Term of the Agreement and Termination. As a courtesy, a rate review was provided

twice during the approximate 3 month time period the merchant was processing

using Harbortouch processing services.

Harbortouch prides it’s self in

customer satisfaction, for matters such as this we can offer service of special

reps that reach out to our merchants to retain the merchant. We also have a

phone survey system and an email survey system that we use to combat any

negative experience a merchant may have. In cases such as this one, to

provide the greatest satisfaction we attempt to price match. The merchant

would submit their previous company’s statement into our customer support team

and we would attempt to match that price the best we could.

In June the merchant’s processing

total rate was 2.02%, in July 1.87%, in August 1.91%, in September 1.97% by

industry standards these are great rates. Harbortouch did not violate any

agreement made between the merchant and Harbortouch. Per the agreement

made on June 25, 2014, Harbortouch did not over charge your merchant

account.

Regarding any leasing contracts your

company would have to reach out to that company directly. We confirm that the

merchant sent the cancellation form to Harbortouch dated September 22,

2014. The account has been closed in our

database on October 11, 2014.