[A default letter is provided here which indicates your rejection of the business's response Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of why I am rejecting this response appear below: [You must provide details of why you are not satisfied with this resolutionPlease type details here: ] The agent [redacted] cancelled us because he had an argument with [redacted] who works for usThey held our funds and would not process any transactionsWe had to go to court which we won to get our funds backAll this information they included here is the first time I'm hearing itThis company doesn't answer their phones or return phone calls to their customers Regards, [redacted]
To whom It May Concern, American Expo Pros signed a merchant agreement with Graphite Payments on January 22, 2016, upon approval the merchant was email a welcome letter which provides a link to the Terms and Conditions as well as a starter kit that was sent on 1/25/9:38:PM, which
included the page Terms and conditions. Upon signing the merchant agreement it clearly states the following in the signatures section : ACCOUNT CLOSURE FEE: If the AGREEMENT is terminated early during the INITIAL TERM (years) or any RENEWAL TERM (years) for any reason other than set out in paragraph 5.1, 5.2.A or 5.2.B, MERCHANT agrees to pay Harbortouch an account closure fee ("ACCOUNT CLOSURE FEE") of two hundred fifty dollars ($250) or thirty five dollars ($35) multiplied by the number of months remaining in the merchant agreement (whichever is greater) per Merchant Identification Number ("MID")MERCHANT agrees that this fee is not a penalty, but rather a reasonable estimation of the actual damages Harbortouch would suffer if Harbortouch were to fail to receive the processing business for the then current termMERCHANT agrees that the ACCOUNT CLOSURE FEE shall also be due to Harbortouch if MERCHANT discontinues submitting SALES for processing during the INITIAL TERM or any RENEWAL TERM of the AGREEMENTNotwithstanding the foregoing, the early termination fee will not exceed the maximum amount set forth by applicable lawParagraph references and capitalized terms not defined in this paragraph are defined in the Terms and Conditions at http://www.graphitepaments.com/terms/.Designated Cancellation Forms must be faxed to Graphite Payments And in section of the Terms and Conditions it clearly states: TERM OF AGREEMENT:The initial term of this AGREEMENT shall be for three (3) years (“INITIAL TERM”) commencing on the date this AGREEMENT is executed or approved by an authorized agent of BANK or approved and uploaded by BANK’s Risk DepartmentAt the expiration of the INITIAL TERM, this AGREEMENT will automatically renew for successive two (2) year periods (“RENEWAL TERM”) unless terminated as set out below. When the merchant originally signed in January, everything went perfect as the merchant was processing correctly, until February 11th, when I was notified that the merchant was splitting sales up into several transactions, Which caused the transactions to flag in Risk. Below is the layout of events that took place. On February 11th, Graphite Payments Risk department notified myself that the above merchant was a brand new account that flagged in Risk for splitting sales (taking the same credit card and running it several times to split the sales, as all merchants have a high ticket amount that they can run transaction up to). Risk also wanted to know their method of marketing to get a better understanding of how their business is conducted. I then forwarded this on to the CFO to pass on to the agent to inform the merchant. On February 16th the Risk Department inquired for the complete invoices to the split sales and other requested information. I passed this on to the agent to inquire a 2nd time. On February 17th the agent emailed myself several credit card authorization forms that displayed the Customer name, address, card #, CVV#, total amount, total amount paid and remaining balanceI passed this information on to the Risk department for review. The Risk department emailed wanting to know "what is being sold from these charges?", "If any products/services have been rendered?", since what was supplied was not the actual invoice, rather credit card information. I sent this to the agent to request from merchant. On February 17th @ 4PM, I received information from agent that it was a space at an Expo, I passed this on to the Risk department. @ 4:33PM Risk emailed asking when the Expo was, and to ensure the cards are not being charged to far in advance and not more that 30% (30% is required when taking credit cards). I emailed agent, and received confirmation that it took place in April 2016. I then passed this information on to the Risk department. On February 17th @ 4:58PM, Risk department contacted asking how is the merchant affi***ted with the expo center?, again I emailed agent requesting information from merchant @ 5:33PM. On February 18th, I received email that merchant called in to shut down his account and complain about agent. I informed Customer Support that she had talked to the gentleman earlier and that he was irate over not receiving his funds held in Risk(no funds will be released until Risk feels comfortable with the sales they are taking). On February 18th, agent informed myself that the merchant are an independent company that is renting the venue, and no affi***tion between the and they are separate, venue location was written on the original flyer. I passed this information on to the Risk department. Risk department email @ 3:43PM and informed of the following: I got the information provided and reviewed with management. After reviewing the credit card info slips sent in, there is not enough information to go on for what these sales are for. We will need detailed invoices that provide information on what the customer is receiving with purchase. We need a better understanding of the business at this point. Since the event isn't until April, they should not be charged this far in advance, however we will review the invoices once received. On February 18th @ 3:55PM I informed Risk department that I had left the merchant a voice message. I also forwarded the email sent from Risk to the merchant emailed address informing what was needed in order to release their funds. On February 19th @ 1:01PM, I receive email from merchant with no documents attached to have the funds released, but an email to close their merchant account down. @ 1:19pm I sent merchant cancellation form via email and where to send the terminal back so they are not charged a non return of equipment charge. I also emailed the Risk department that I felt something fishy was going on due to the fact that the merchant didn't want to provide invoices, and would rather close their account down??. Risk stated to myself that they did not feel to great about the account because they could not figure out what was going on with it. March 2nd, I notified Risk Department that merchant now wants to process with us due to the termination fee, also asked for and update. Risk department informed myself of the following" I've just haven't been able to get the sales validated or confirmed fraud since we last spoke, haven't gotten any were with that though and the merchant hasn't been processing so I don't have any new sales to attempt to validate. I just had the account reviewed with management and since we aren't very comfortable with the account, we need more information to release itwe need:Validation. I am working on this but the sales are small and banks are not helpingFull invoices, the merchant sent in credit card info slips but they don't provide enough information. We need full card holder detailsName/Address/Phone Number and info on what is being purchased/when services are being renderedProof of affi***tion between the merchant and the expo/building where the expo is being held. How are the two related? what is the merchants role?Information on why the merchant is charging so far in advance. Some cards have been charged in full, others for more than 30% and the expo isn't until April. I passed this information on to agent. On March 3rd, Merchant emailed agent with the following: ***,, I've attached some of the items that you need as per your list. I haven't included invoices because we haven't put any through the machine for processing. Can I process a transaction through the machine and then send you the info to verify. Let me know because I'm not sure. On March 4th, Agent sent the above email to myself, I then passed this on to Risk Department on the 7th. Risk department notifies myself of the following: I had the information sent in reviewed. Per management, we still need full invoices for the original sales. The merchant only sent in credit card auth forms. Also, they cannot charge in advance - our policy will allow a 30% deposit within days of the event and the balance at the end of the event. (this is due to chargeback's, as customers will tend to charge the sale back when stretched over a long time span) In this case, every sale he has processed is too far in advance and we would not be able to release anything at this time even with validation. We are still trying to work on linking the merchant to the expo and figuring out what the actual connection is. I will keep you updated. I provided to agent to provide to merchant. On March 31st @ 9:51AM, I received an email from Risk department stating the following: It's about time for the 30% of the sales on hold to be reviewed for release. However , we will need invoices (still has not been provided by merchant) of the sales that have been held so that we are able to verify how much has been charged on the card vsfull amount of the invoice to give the merchant 30%. The merchant processed some cards the full invoice amount and others about 50% so we can't just release 30% of what is being held. We can only release 30% of the amount due per invoice.I'm sorry this is just coming now, I thought that we had all invoices for the sales on hold but a majority of the invoices that were originally sent in have already been paid to the merchant. (merchant had received a majority of the funds). We have $2,on hold at this time. This amount is the total of the last four batches the merchant processed, minus fees (2/11-2/batches). I have a few invoices for the held sales but will need the following: Visa #*** - has been charged $on 2/16MC #*** - has been charged $on 2/12Visa #*** - has been charged $on 2/12Visa #*** - has been charged $on 2/12Visa #*** - has been charged $on 2/11Visa *** - has been charged $on 2/10 On March 31st @ 10:20AM, I email the above information to the agent to pass on to the merchant. On April 14th@ 11:35AM, Risk notifies myself that she had received the information sent to Risk and that it was being reviewed along with the new checking information. I emailed agent on update @11:39AM. On April 15th @2:59, Risk department emails myself asking the following: Do you have any details on ownership and or bank changes on the merchant account? I knew forms were sent in and they have a different name than the signer on file. We need to ensure the bank account is correct before releasing the funds. These sales must be released to *** as he is the owner of the account and was at the time the sales were processed. I emailed this information to agent on April 18th @ 9:55AM to inform merchant. On April 21st, Risk reached out to see if there was an update, I then forwarded email on to agent for answer. As of July 26th we have received no answer on the above from the merchant nor a new application to change ownerships as *** dissolve company. Once new application is submitted and new owner is approved the funds will be released. A week before small claims court date we reached out to the merchant via phone to let him know that the funds would be released as the day hold was up, merchant would not return call. In conclusion: Graphite Payments did nothing illegally, we constantly stayed in contact with the merchant, the delay in funds being released was solely due to the merchant not providing documentation needed to have the funds released. This whole problem stimulated from the merchant splitting transactions up which caused our system to flag his account and hold the funds for possible fraud. In the end we went to small claims court and the funds were released due to the fact that our day hold was up and no chargeback's were issued. As you see in the above, NO where does it state that we ever told the merchant that we could not accept his business, Graphite Payments did state that per our policy and the backend bank, all merchant accounts can only accept a 30% deposit up front within days of the event and the balance after services have been rendered. But the new owner Kathleen and the daughter of the old owner did state in court that Graphite Payments would not work for them as they need to accept 100% of sale up front. With that being said, full penalty will be enforced and the merchant account will not close down until Graphite Payments receives the sign cancellation form back along with the equipment so there is no charge for non return of equipment. Equipment can be sent to: Graphite Payments*** ** *** *** Pa 18109 Sincerely, *** ***CEOGraphite Payments
To Whom It May Concern,No Agent or any person affi***ted with the merchant can cancel a merchant account, only the merchant can cancel an account and this is due to the termination fee involved. Now, on occasions Graphite Payments will terminate an account for non collectible of fees or if a merchant is on a TMF file, but the termination fee still applies and a letter would be sent from Graphite Payments to the merchant indicating why the account was closed down and what fees are owed at that time. Since the merchant is being billed monthly this indicates that the account is open and remained open since the time of approval. As stated previously, I personally sent a cancellation letter to email address ***@yahoo.com on 2/19/2016@1:19PM. Since the form was never signed nor return that clearly identifies that the account will remain open till received. On April 22nd, Graphite payments did lock the terminals as we could not get the owner of American Expo Pros to explain what was going on with the ownership change, when locking the terminal this will get the merchant to call immediately and resolve the issue, merchant never called in as they started processing with someone else and was not worry about the terminals being locked., BUT this does not mean that the account is closed.As stated previously funds were held, due to the fact that the merchant A) Was brand new and applied for a MOTO account (Mail/Telephone), B) worked out of their home, C) And were splitting sales up ( xx2/$300.00, 2/10 & $& $300.00) Merchant currently had a high ticket of $1,and if a sales is taken over that amount or if a merchant splits the sales up to not go over the $1K amount this will cause the transaction to flag in Risk for possible fraud. This purpose is to protect the merchant as well as Graphite Payments from fraud. If the merchant would have continued to run complete transactions at or under the $1K high ticket, nothing would have flagged and we would still continue to do business. Again this whole problems resulted from the merchant splitting the above Transaction.Merchant was notified a week prior to court via phone message as he did not answer, to explain that the day hold was up ( Feb - Aug) and funds would be released, but he did not return the call. Upon entering the court room, we did advise that the funds were being released because of this. So the merchant did not win the court case, rather Graphite Payments settled in court due to the fact that the day hold had expired, if the day hold would have been in affect then there would have been no settlement, as this pertains to our rules and regulations that the merchant agreed to by signing the merchant agreement.Graphite Payments is always available as we do care about our merchants and making sure things are handled in a timely fashion. In this case we had to solely rely on the merchant to provide us with the documentation and information needed to make Graphite Payments comfortable with the transactions they were taking. Merchants can call us at anytime via 24/@ ###-###-#### Option and enter an extension, Option for Customer Service, Option for Technical Support. Graphite Payments did their due diligence in this matter to the fullest extent, merchant signed the Graphite Payments merchant application agreeing to the Terms and Conditions, full penalty will be enforced
Merchant signed with Graphite Payments on 07/09/2010 and starter kit was sent on 07/12/2010 @ 3:17:13 PM which includes a welcome letter, rates, important phone numbers along with door decals and overlay. If the merchant had any problems with the rates, they could have called as soon as the...
starter kit was received or within the first month of billing. Per our call logs the only time a call came through to cancel the account was on 1/15/2015 by a [redacted], who Customer Service had informed him that we would need to speak to the actual owner. On Jan 26th, [redacted] called in to cancel and we had informed her that she would need to sign a cancellation form to close the account down and there would be a charge of $250.00 for early termination. [redacted] had stated at that time she had not used the terminal in a while, Customer Service informed her that she was in a contract and it did not matter if the terminal was being used or not. [redacted] stated she was not paying anything and that she would contact the Revdex.com.
Graphite Payments heard nothing more about cancelling from [redacted] until Friday, March 4th, in which she was transferred to me and then a Revdex.com was sent.
Refund will not be given at this time as the fees charged was for monthly billing of a monthly minimum and statement fee per the contract that was signed. If the merchant would like to cancel she can send in the cancellation form and if she needs a new one, I would be more than happy to send another one via email or fax, once received the account will shut down immediately.
Please keep in mind that the merchant is under a contract so monthly fees will be billed regardless if the terminal is being used or not until the expiration of the contract. Merchant can contact me on how she would like the cancellation form sent, and I will assist her.
[redacted]
[A default letter is provided here which indicates your rejection of the business's response.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:
[You must provide details of why you are not satisfied with this resolution. Please type details here: ] The agent [redacted] cancelled us because he had an argument with [redacted] who works for us. They held our funds and would not process any transactions. We had to go to court which we won to get our funds back. All this information they included here is the first time I'm hearing it. This company doesn't answer their phones or return phone calls to their customers.
Regards,
[redacted]
[A default letter is provided here which indicates your rejection of the business's response Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of why I am rejecting this response appear below: [You must provide details of why you are not satisfied with this resolutionPlease type details here: ] The agent [redacted] cancelled us because he had an argument with [redacted] who works for usThey held our funds and would not process any transactionsWe had to go to court which we won to get our funds backAll this information they included here is the first time I'm hearing itThis company doesn't answer their phones or return phone calls to their customers Regards, [redacted]
To whom It May Concern, American Expo Pros signed a merchant agreement with Graphite Payments on January 22, 2016, upon approval the merchant was email a welcome letter which provides a link to the Terms and Conditions as well as a starter kit that was sent on 1/25/9:38:PM, which
included the page Terms and conditions. Upon signing the merchant agreement it clearly states the following in the signatures section : ACCOUNT CLOSURE FEE: If the AGREEMENT is terminated early during the INITIAL TERM (years) or any RENEWAL TERM (years) for any reason other than set out in paragraph 5.1, 5.2.A or 5.2.B, MERCHANT agrees to pay Harbortouch an account closure fee ("ACCOUNT CLOSURE FEE") of two hundred fifty dollars ($250) or thirty five dollars ($35) multiplied by the number of months remaining in the merchant agreement (whichever is greater) per Merchant Identification Number ("MID")MERCHANT agrees that this fee is not a penalty, but rather a reasonable estimation of the actual damages Harbortouch would suffer if Harbortouch were to fail to receive the processing business for the then current termMERCHANT agrees that the ACCOUNT CLOSURE FEE shall also be due to Harbortouch if MERCHANT discontinues submitting SALES for processing during the INITIAL TERM or any RENEWAL TERM of the AGREEMENTNotwithstanding the foregoing, the early termination fee will not exceed the maximum amount set forth by applicable lawParagraph references and capitalized terms not defined in this paragraph are defined in the Terms and Conditions at http://www.graphitepaments.com/terms/.Designated Cancellation Forms must be faxed to Graphite Payments And in section of the Terms and Conditions it clearly states: TERM OF AGREEMENT:The initial term of this AGREEMENT shall be for three (3) years (“INITIAL TERM”) commencing on the date this AGREEMENT is executed or approved by an authorized agent of BANK or approved and uploaded by BANK’s Risk DepartmentAt the expiration of the INITIAL TERM, this AGREEMENT will automatically renew for successive two (2) year periods (“RENEWAL TERM”) unless terminated as set out below. When the merchant originally signed in January, everything went perfect as the merchant was processing correctly, until February 11th, when I was notified that the merchant was splitting sales up into several transactions, Which caused the transactions to flag in Risk. Below is the layout of events that took place. On February 11th, Graphite Payments Risk department notified myself that the above merchant was a brand new account that flagged in Risk for splitting sales (taking the same credit card and running it several times to split the sales, as all merchants have a high ticket amount that they can run transaction up to). Risk also wanted to know their method of marketing to get a better understanding of how their business is conducted. I then forwarded this on to the CFO to pass on to the agent to inform the merchant. On February 16th the Risk Department inquired for the complete invoices to the split sales and other requested information. I passed this on to the agent to inquire a 2nd time. On February 17th the agent emailed myself several credit card authorization forms that displayed the Customer name, address, card #, CVV#, total amount, total amount paid and remaining balanceI passed this information on to the Risk department for review. The Risk department emailed wanting to know "what is being sold from these charges?", "If any products/services have been rendered?", since what was supplied was not the actual invoice, rather credit card information. I sent this to the agent to request from merchant. On February 17th @ 4PM, I received information from agent that it was a space at an Expo, I passed this on to the Risk department. @ 4:33PM Risk emailed asking when the Expo was, and to ensure the cards are not being charged to far in advance and not more that 30% (30% is required when taking credit cards). I emailed agent, and received confirmation that it took place in April 2016. I then passed this information on to the Risk department. On February 17th @ 4:58PM, Risk department contacted asking how is the merchant affi***ted with the expo center?, again I emailed agent requesting information from merchant @ 5:33PM. On February 18th, I received email that merchant called in to shut down his account and complain about agent. I informed Customer Support that she had talked to the gentleman earlier and that he was irate over not receiving his funds held in Risk(no funds will be released until Risk feels comfortable with the sales they are taking). On February 18th, agent informed myself that the merchant are an independent company that is renting the venue, and no affi***tion between the and they are separate, venue location was written on the original flyer. I passed this information on to the Risk department. Risk department email @ 3:43PM and informed of the following: I got the information provided and reviewed with management. After reviewing the credit card info slips sent in, there is not enough information to go on for what these sales are for. We will need detailed invoices that provide information on what the customer is receiving with purchase. We need a better understanding of the business at this point. Since the event isn't until April, they should not be charged this far in advance, however we will review the invoices once received. On February 18th @ 3:55PM I informed Risk department that I had left the merchant a voice message. I also forwarded the email sent from Risk to the merchant emailed address informing what was needed in order to release their funds. On February 19th @ 1:01PM, I receive email from merchant with no documents attached to have the funds released, but an email to close their merchant account down. @ 1:19pm I sent merchant cancellation form via email and where to send the terminal back so they are not charged a non return of equipment charge. I also emailed the Risk department that I felt something fishy was going on due to the fact that the merchant didn't want to provide invoices, and would rather close their account down??. Risk stated to myself that they did not feel to great about the account because they could not figure out what was going on with it. March 2nd, I notified Risk Department that merchant now wants to process with us due to the termination fee, also asked for and update. Risk department informed myself of the following" I've just haven't been able to get the sales validated or confirmed fraud since we last spoke, haven't gotten any were with that though and the merchant hasn't been processing so I don't have any new sales to attempt to validate. I just had the account reviewed with management and since we aren't very comfortable with the account, we need more information to release itwe need:Validation. I am working on this but the sales are small and banks are not helpingFull invoices, the merchant sent in credit card info slips but they don't provide enough information. We need full card holder detailsName/Address/Phone Number and info on what is being purchased/when services are being renderedProof of affi***tion between the merchant and the expo/building where the expo is being held. How are the two related? what is the merchants role?Information on why the merchant is charging so far in advance. Some cards have been charged in full, others for more than 30% and the expo isn't until April. I passed this information on to agent. On March 3rd, Merchant emailed agent with the following: ***,, I've attached some of the items that you need as per your list. I haven't included invoices because we haven't put any through the machine for processing. Can I process a transaction through the machine and then send you the info to verify. Let me know because I'm not sure. On March 4th, Agent sent the above email to myself, I then passed this on to Risk Department on the 7th. Risk department notifies myself of the following: I had the information sent in reviewed. Per management, we still need full invoices for the original sales. The merchant only sent in credit card auth forms. Also, they cannot charge in advance - our policy will allow a 30% deposit within days of the event and the balance at the end of the event. (this is due to chargeback's, as customers will tend to charge the sale back when stretched over a long time span) In this case, every sale he has processed is too far in advance and we would not be able to release anything at this time even with validation. We are still trying to work on linking the merchant to the expo and figuring out what the actual connection is. I will keep you updated. I provided to agent to provide to merchant. On March 31st @ 9:51AM, I received an email from Risk department stating the following: It's about time for the 30% of the sales on hold to be reviewed for release. However , we will need invoices (still has not been provided by merchant) of the sales that have been held so that we are able to verify how much has been charged on the card vsfull amount of the invoice to give the merchant 30%. The merchant processed some cards the full invoice amount and others about 50% so we can't just release 30% of what is being held. We can only release 30% of the amount due per invoice.I'm sorry this is just coming now, I thought that we had all invoices for the sales on hold but a majority of the invoices that were originally sent in have already been paid to the merchant. (merchant had received a majority of the funds). We have $2,on hold at this time. This amount is the total of the last four batches the merchant processed, minus fees (2/11-2/batches). I have a few invoices for the held sales but will need the following: Visa #*** - has been charged $on 2/16MC #*** - has been charged $on 2/12Visa #*** - has been charged $on 2/12Visa #*** - has been charged $on 2/12Visa #*** - has been charged $on 2/11Visa *** - has been charged $on 2/10 On March 31st @ 10:20AM, I email the above information to the agent to pass on to the merchant. On April 14th@ 11:35AM, Risk notifies myself that she had received the information sent to Risk and that it was being reviewed along with the new checking information. I emailed agent on update @11:39AM. On April 15th @2:59, Risk department emails myself asking the following: Do you have any details on ownership and or bank changes on the merchant account? I knew forms were sent in and they have a different name than the signer on file. We need to ensure the bank account is correct before releasing the funds. These sales must be released to *** as he is the owner of the account and was at the time the sales were processed. I emailed this information to agent on April 18th @ 9:55AM to inform merchant. On April 21st, Risk reached out to see if there was an update, I then forwarded email on to agent for answer. As of July 26th we have received no answer on the above from the merchant nor a new application to change ownerships as *** dissolve company. Once new application is submitted and new owner is approved the funds will be released. A week before small claims court date we reached out to the merchant via phone to let him know that the funds would be released as the day hold was up, merchant would not return call. In conclusion: Graphite Payments did nothing illegally, we constantly stayed in contact with the merchant, the delay in funds being released was solely due to the merchant not providing documentation needed to have the funds released. This whole problem stimulated from the merchant splitting transactions up which caused our system to flag his account and hold the funds for possible fraud. In the end we went to small claims court and the funds were released due to the fact that our day hold was up and no chargeback's were issued. As you see in the above, NO where does it state that we ever told the merchant that we could not accept his business, Graphite Payments did state that per our policy and the backend bank, all merchant accounts can only accept a 30% deposit up front within days of the event and the balance after services have been rendered. But the new owner Kathleen and the daughter of the old owner did state in court that Graphite Payments would not work for them as they need to accept 100% of sale up front. With that being said, full penalty will be enforced and the merchant account will not close down until Graphite Payments receives the sign cancellation form back along with the equipment so there is no charge for non return of equipment. Equipment can be sent to: Graphite Payments*** ** *** *** Pa 18109 Sincerely, *** ***CEOGraphite Payments
To Whom It May Concern,No Agent or any person affi***ted with the merchant can cancel a merchant account, only the merchant can cancel an account and this is due to the termination fee involved. Now, on occasions Graphite Payments will terminate an account for non collectible of fees or if a merchant is on a TMF file, but the termination fee still applies and a letter would be sent from Graphite Payments to the merchant indicating why the account was closed down and what fees are owed at that time. Since the merchant is being billed monthly this indicates that the account is open and remained open since the time of approval. As stated previously, I personally sent a cancellation letter to email address ***@yahoo.com on 2/19/2016@1:19PM. Since the form was never signed nor return that clearly identifies that the account will remain open till received. On April 22nd, Graphite payments did lock the terminals as we could not get the owner of American Expo Pros to explain what was going on with the ownership change, when locking the terminal this will get the merchant to call immediately and resolve the issue, merchant never called in as they started processing with someone else and was not worry about the terminals being locked., BUT this does not mean that the account is closed.As stated previously funds were held, due to the fact that the merchant A) Was brand new and applied for a MOTO account (Mail/Telephone), B) worked out of their home, C) And were splitting sales up ( xx2/$300.00, 2/10 & $& $300.00) Merchant currently had a high ticket of $1,and if a sales is taken over that amount or if a merchant splits the sales up to not go over the $1K amount this will cause the transaction to flag in Risk for possible fraud. This purpose is to protect the merchant as well as Graphite Payments from fraud. If the merchant would have continued to run complete transactions at or under the $1K high ticket, nothing would have flagged and we would still continue to do business. Again this whole problems resulted from the merchant splitting the above Transaction.Merchant was notified a week prior to court via phone message as he did not answer, to explain that the day hold was up ( Feb - Aug) and funds would be released, but he did not return the call. Upon entering the court room, we did advise that the funds were being released because of this. So the merchant did not win the court case, rather Graphite Payments settled in court due to the fact that the day hold had expired, if the day hold would have been in affect then there would have been no settlement, as this pertains to our rules and regulations that the merchant agreed to by signing the merchant agreement.Graphite Payments is always available as we do care about our merchants and making sure things are handled in a timely fashion. In this case we had to solely rely on the merchant to provide us with the documentation and information needed to make Graphite Payments comfortable with the transactions they were taking. Merchants can call us at anytime via 24/@ ###-###-#### Option and enter an extension, Option for Customer Service, Option for Technical Support. Graphite Payments did their due diligence in this matter to the fullest extent, merchant signed the Graphite Payments merchant application agreeing to the Terms and Conditions, full penalty will be enforced
Merchant signed with Graphite Payments on 07/09/2010 and starter kit was sent on 07/12/2010 @ 3:17:13 PM which includes a welcome letter, rates, important phone numbers along with door decals and overlay. If the merchant had any problems with the rates, they could have called as soon as the...
starter kit was received or within the first month of billing. Per our call logs the only time a call came through to cancel the account was on 1/15/2015 by a [redacted], who Customer Service had informed him that we would need to speak to the actual owner. On Jan 26th, [redacted] called in to cancel and we had informed her that she would need to sign a cancellation form to close the account down and there would be a charge of $250.00 for early termination. [redacted] had stated at that time she had not used the terminal in a while, Customer Service informed her that she was in a contract and it did not matter if the terminal was being used or not. [redacted] stated she was not paying anything and that she would contact the Revdex.com.
Graphite Payments heard nothing more about cancelling from [redacted] until Friday, March 4th, in which she was transferred to me and then a Revdex.com was sent.
Refund will not be given at this time as the fees charged was for monthly billing of a monthly minimum and statement fee per the contract that was signed. If the merchant would like to cancel she can send in the cancellation form and if she needs a new one, I would be more than happy to send another one via email or fax, once received the account will shut down immediately.
Please keep in mind that the merchant is under a contract so monthly fees will be billed regardless if the terminal is being used or not until the expiration of the contract. Merchant can contact me on how she would like the cancellation form sent, and I will assist her.
[redacted]
[A default letter is provided here which indicates your rejection of the business's response.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:
[You must provide details of why you are not satisfied with this resolution. Please type details here: ] The agent [redacted] cancelled us because he had an argument with [redacted] who works for us. They held our funds and would not process any transactions. We had to go to court which we won to get our funds back. All this information they included here is the first time I'm hearing it. This company doesn't answer their phones or return phone calls to their customers.
Regards,
[redacted]