iPayment, Inc.

This customer’s account was opened 4/22/13. Per their signed agreement they were going to continue using their OMNI 3730 terminal but wanted to add debit so they purchased a debit pin pad from us. We do not sell POS systems out of this office and per the application the customer never signed...

up for such services. The customer never did not contact us for closure until 2/10/14. They were advised we need a closure request form which we have yet to receive. I have attached to the form we need in order to proceed with the closure.
At this time we are unable to place refunds for their past charges however, the customer is still under contract until 4/22/15 and we are willing to close the account without the $350.00 Early Termination Fee to stop future charges.

Hello,To begin, there is no cancellation fee on the contract.  The account is still currently active, if you would like to cancel, please contact our call center at ###-###-#### or myself directly at ###-###-#### for assistance.  With regard to pricing concerns, there is a PCI...

(Payment Card Industry) compliance that needs to be fulfilled to help reduce costs.  I have emailed this information to you.  Pricing concerns can also be further addressed directly by your agent office if you contact us.  Please let us know if we can be of further assistance, the best solution can be acquired by reaching out to us directly.

The customer is correct there was an error in billing in August where the customer was charged twice, however this was automatically placed back into the customer's account within 2-3 business days. If they did not receive a refund for the duplicate billing please include a copy of the month's bank statement for review as our records are showing that was successfully credited.
We will agree to refund the customer's request for the remaining months they were charged if they are able to submit proof that they sent a closure request a year ago when they called for closing procedures. Without that documentation we are only able to honor 6 months as courtesy.

Complaint: 11564674
I am rejecting this response because:
I called this business twice, and both times I was told to call back in a few day because they were reviewing my concerns.  
Regards,
R[redacted]...

Hello, iPayment acknowledges the concern for local businesses.  Although e-mails and the merchant were signed by the principal, we would like to continue doing business with On The Fly Service Guide. We will credit the $19.95; however, the $7.95 is a debit which is handled by...

Authorize.Net. Please contact the gateway for any reimbursements and cancellation.

Complaint: 10614243
I am not yet approving this response because:
1.  It was made perfectly clear on the original phone call I received that we did not have a high volume of credit card business, that we do use a merchant processor, but we do not use a physical terminal.  I was told that none of this was an issue and all I had to do was meet with the representative to be eligible for the $100 offer.
2.  Mr. McAdams' phone call was never disconnected, not by me anyway.  It is possible he reached the other owner at an inopportune time; we do deal with animals after all.
3.  I appreciate that iPayment Inc. is willing to make this right by issuing me a check per the offer I received; however, I would prefer the case to remain open until this check has been received.  Reasons:  The original company response sounded like they were denying the offer ever existed.  It is impossible to reach anyone at this company by phone or e-mail.  I simply do not trust them... yet!  After I have received the $100 as promised, I will gladly accept the businesses response and close this case out as acceptable.
I hope this is a mutually beneficial resolution to this case.  I will await the check as promised; it can be mailed to the address below:
3 Palms Zoo LLC
[redacted] Blackbird Forest Rd
Clayton, DE  19938
Regards,
[redacted]

Complaint: 10750152
I am rejecting this response because the lady I talked to on the 7th of July told me that if as long as I send it the next day I will not be charged any fees or for my service for the month of July. The people working for you are not really trained well because I keep on being told something different every single time. This is what it says on the bottom of the form, "If you should have any questions, please contact our Customer Relations Department at (###) ###-#### or email us at [email protected]" Looking at the bottom of the form it states that if you have any questions  call or email below it says nothing about emailing the form here once complete! Also why does it takes 30 days to close  account. You can look at my records and I didn't even process one payment. Last month when I didn't use it the fees were only $30 but why did it jump all th way to $160. This is an unethical way to practice business we are a small business trying to get clientele and it is really hard when we get charged fees for not using our POS.
Reguards,
B[redacted]

Hello. We acknowledge your concern of the $120.00 being held after the account being closed. The reason the $120.00 chargeback is on hold is if the merchant service provider, iPayment, does credit the $120.00, the cardholder can still dispute the amount after 90 days; thus, an additional...

liability will be placed on the merchant service provider. We can hold the $120.00 for 90 days rather than 180 days as a courtesy should the cardholder dispute the $120.00.

We have reviewed the customer's complaint and are showing the customer does in fact owe the $209.71. The amount is from an unpaid bill from July 2011. I have attached a copy of the merchant's statement for review.

Hello,We are unable to review what you mention we should on the call with the sales agent.  The application your company submitted contains all pertinent information for your review before agreeing to and using our services.  Digital applications with digital signatures are...

accepted.  I do apologize but we did not forge the application.  I do see you using our services at one point.  How did your company apply/setup and use the service without authorizing and agreeing to an application?  The services were used and the application was agreed to with your company, we are unable to refund fees owed for services rendered.

We have reviewed the customer’s complaint. I am showing the account was open 3/12/14 and closed 8/14/14. We reviewed all fees charged and are showing everything billed was listed on the original application andeverything the sales representative and the customer agreed to not...

being charged (as stated on the application) were not charged. If the account was supposed to be closed in May we ask that the customer send in a copy of the original closure request with a dated fax and/or email confirmation for review.

Complaint: 10963940
I am rejecting this response because:
 I submitted the cancelation form within the "30daytrial" now am being charged a $350.00 cancelation fee. Also regarding the lease your sales rep G[redacted] added my initials to the contract regarding the lease that he submitted to you . My initials are not on my copy!!
Regards,
C[redacted]

Hello,We will provide a refund for the February monthly fees of $59.95.  To confirm, your account has been closed.Thank you.

Horrible customer service, never ever use this company. Worst ever. Waits several days into credit card batch closing and instead of releasing funds into my business bank acct this lousy no good risk management company which is part of the lousy no good bank called Wells Fargo, doesn't deposit the money they put it on hold while they call the customer which takes them days to do and I don't get any money for 7 days [redacted]. Also never use the main company who hired these [redacted]to do their security reviews which is National Bank Card Services.

Hello,We are sorry for the issues regarding the billing.  Yes the PCI Compliance annual fee was waived in your contract.  We refunded the first installment which was $60.00.  The 2nd(final) installment of $69.00 was not refunded as it did not clear your bank account. ...

Your bank had blocked the debit and thus never paid to us.  The $69.00 has been waived from collections.  We are unable to issue the refund you request as the funds were never paid to us.

I signed an applicationwith this company and was given a 90 day free trial in writing. First they sent the wrong number of credit card terminals and the wrong type. They never sent to right equipment to me. They began charging my account immediately for statement fees and other fees, but never once processed any credit cards. I was unable to reach my sales rep on the 2 phone numbers he gave me. I had to hold for 45 minutes to speak with a service rep and then was told my contract was "non-cancellable" and I was charged $350 to close my account plus two months of service charges for nothing.

After reviewing the customer’s complaint we have come to the decision that all fees charged are valid. The customer did successfully install the equipment and did process transactions. The customer did have the ability to print and retain a copy of the terms and conditions associated with the...

merchant service that had all fees listed when they filled out the application. As courtesy we are agreeing to let the customer out of their contract by waiving the Early Termination Fee as long as they return a written closure request and the phone swiper in good working condition to the address below:
[redacted]
Agoura Hills, CA 91301

Complaint: 10581112
I am rejecting this response because:
Thank you for your letter dated, April 22, 2015. I am responding to the message from business” point by point.
1. We are unable to review what you mention we should on the call with the sales agent.
They may be unable to review the recording, but this does not change the fact that we were assured that there was no contract for this service. Does their response mean the recording no longer exists? Did they speak with P[redacted] (sales agent) regarding this issue? Is he
currently employed by the business?
2. The application your company submitted contains all pertinent information for your review before agreeing to and using our services. Digital signatures are accepted.
We never submitted a written or on-line application. We never signed, digitally or otherwise, an application.
3. I do apologize but we did not forge the application.
We never signed an application, digitally or otherwise. We never submitted an application.
4. I do see you using our services at one point.
We did use the companys service briefly in December, and then canceled the service.
5. How did your company apply-setup and use the service without authorizing and agreeing to an application?
We set up the service on the phone with P[redacted] " with Merchant Account Solutions in December 2014. He never sent or asked us to sign, digitally or otherwise, an application. P[redacted] P” assured us that there was no contract involved and that we could cancel this service at any time, because there was no contract.
6. The services were used and the application was agreed to with your company, we are unable to refund fees owed for services rendered.
We used the service briefly in December and then canceled the account. We are not disputing charges for the service used. iPayment Inc. made an unauthorized withdrawal from our bank account on 01-12-2015 in the amount of 272.00 after we had canceled the service. We informed our bank not to allow iPayment Inc. to make any more withdrawals from our bank account. Another unauthorized withdrawal from our bank account was made on 03-12-2015 under the name, Merchant Account, in the amount of 295.00. We closed our bank account to prevent further theft,
I would like to add that Merchant Account Solutions has not been able to provide a signed contract or the recording of the phone conversation when the account was set up. We have repeatedly tried to speak with the sales agent, P[redacted] P*, who set up the service on the phone with us, but have been unsuccessful. I have to wonder why P[redacted] is unavailable.
Thank you for your assistance in the matter.
Regards, 
Green Plumbing Inc

Hello,We are sorry to hear about the issues you have experienced.  To confirm, we do not have any funds held.  To date, your merchant account has a balanced owed from two chargebacks (customer disputes) that we have had to pay back to the issuing bank.  Your business is...

contractually obligated to pay for chargeback transactions.  Currently your merchant account is $-790.22 from chargebacks we have covered.  Any funds held have gone towards rejected items and fees which you were unable to pay.Additionally, we see you have spoken with our Risk department about this matter on 6/17/2015.Thank you.

Complaint: 10198508
I am rejecting this response because:
I have the statements from I payment for those months and there was only a 94.89 chg from them and I saw no credit card processing on them. Why would I pay two different companies to process my credit card transactions? I also have statements from Bank of America showing the credit transactions that were processed through them during the same time. 
Regards,
[redacted]