iPayment, Inc.

Review: First, the business promise to beat my previous credit card processor rate. Give a quote looks very low, but it turns out not low, gradually higher than my previous card processor. Since there is not contract for the service, we try to cancel the service and close the account. However, it is just so hard to cancel and we keep getting charge (direct deduct from our bank account). We call the customer service number ###-###-####, waiting is always over 30 minutes, eventually we get someone on the line and get a cancellation form sent to us, after we fill in the form and try to fax to the number provided, the fax never work, then, we emailed to the email provide in statement and follow with a phone call. I was told by the representative that the cancellation request email received. However, we still receive bill (direct deduct from out bank) $84.94, including a charge called ADDITIONAL FEE $35.00 and ask us to call for additional fee explanation. Another over 30 minutes waiting. Make the cancellation so hard and keep charging us for statement fee etc. Too bad, this is very bad business practice.Desired Settlement: Please close our account right away. Not charge anything further and refund the overcharge (additional fee, statement charge etc.

Business

Response:

Hello, we acknowledge your concern for the credit card merchant account. iPayment, the merchant service provider, provides a Schedule of Fees to the merchant, and enters a Merchant Agreement. The Merchant Agreement states all the fees and rates so there is transparency. We apologize for the misunderstanding and our records indicate on 11/17/15 at 3:35PM PST, the Merchant Account for Durapak Supplies has been closed. We will reverse the miscellaneous fee as a courtesy.

Review: I received a bill in the mail from this company for merchant services/credit card processing that I did not order or use. They debited my personal checking account for $32.00 and caused an overdraft charge of $35.00.It took over 30 minutes to get through on their customer service line.They told me they would close the account but in order to get a refund of the $32.00 charge I would need to file a police report and get back to them. I actually work in the credit card processing industry and have for 30 years. It is companies like this that give us the horrible reputation that we have.Desired Settlement: Refund of the $32.00 and $35.00 overdraft fee.

Business

Response:

Hello. We acknowledge your concern of having an account which you did not order. Our records indicate the $32.00 was not collected due to an authorization code; furthermore, we can not refund the $32.00 in which it was not collected. We asked to file a police report because we do not handle fraudulent activity as we only act as a merchant service provider.

Consumer

Response:

Review: 10803620

I am rejecting this response because: I have no idea what "Our records indicate the $32.00 was not collected due to an

authorization code; furthermore, we can not refund the $32.00 in which it was

not collected." means.

Review: On July 6, 2015 iPayment charged me more than what I agreed to because they didn't disclose all the information up front. Because of that I asked to cancel my account and as a result they sent me a form to fill out. The lady that I talked to that night told me the following email: [email protected] Well I guess that wasn't the right email because on August 3, 2015 they over drafted my account by $100 as they charged me $159. I called today and asked why and they said it was because they never received the paper. I have the email showing that I sent it on July 7, 2015. Well the supervisor Kris that I happened to talk to today told me that that email is right but said I should of emailed the email on the bottom. He told me on the bottom of the page was the email I was supposed to send it to but on the bottom of the page it states, "If you should have any questions, please contact our Customer Relations department at 1-###-###-#### or email us at [email protected]" If he told me that email was right then why I am still getting charged $160 if that is the right email according to one of their supervisors. You shouldn't punish the customer if their is obviously some type of technical title instead of calling your guest a liar.Desired Settlement: I would like the full amount that they charged back to my account as well as have them pay any overdraft fees that my account my have encountered as a result of them charging my account for $159 when it should of been $0.

Business

Response:

Hello. We acknowledge your concern for the business. The e-mail address to send the closure form is on the actual closure document. Despite closing the account on July, the merchant would still incur July's month end fee due to a 30 day notification making the $158.95 fee for July 2015 valid. We understand the frustration here at iPayment and apologize for rude occurences by the employees. At this point of time, because the fee still would be valid due to the 30 day notification, the fees are valid.

Consumer

Response:

Review: 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.

Review: Contract says no annual fee, this company charged me $134 annual fee and when I called to ask why they refund $69 only . I said why not the whole amount then she said thats the best I can do.plus they charge a lot of hidden fees I didnt agree on it and its not on the contractvery bad service and customer service so rudeDesired Settlement: I want full refund for the annual fee I been charged

Business

Response:

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.

Business

Response:

Hello,The original filed complaint requests the annual fee refunded. We have completed the annual fee refund for you. I have attached a copy of your agreement detailing other fees you were charged. I am sorry but our services never stated there were absolutely no fees to be charged. We are unable to refund the monthly fees as they were agreed to by you upon application of this account.

Consumer

Response:

Review: 10569483

I am rejecting this response because: On page 2 of the contract it was stated this was a month to month account and the fee schedule was crossed out by Mr. M[redacted] who stated these fees did not apply. I previously requested a copy of the statements since July and was given the contract, which I already have a copy of. It clearly states in the notes No contract, month to month, no annual fees, no PCI Compliance fees, free loaner terminal and no business verification fees. Yet I was still charged a "fee" and without access to the statements, I cannot determine what "fee" is being assessed. On the top portion of page 2 there were multiple fees crossed out and notes below stating the fees were not to be assessed on this account. Please advise.

Review: We faxed in our cancellation notice on 5/31/2013. We called customer service and they confirmed receiving our fax. Card Payment continued to charge us each month, totaling almost $600. We faxed another cancellation notice on 11/1/2013. This time it was finally acknowledged. We also faxed in a copy of our application, as it says "No Contract" on P.2 We found out that the rep.-Saleem Ahmad sent his own forged application in without the "No Contract" written on it. We have tried numerous times to get this cleared up, only to be passed around the phone tree and blaming another department.We communicated with Penelope and Tiffany in customer service and faxed them a copy of our original application. Follow up went nowhere. We were sent to the agent office. where the sales director was to get in touch with us and resolve the issue. We never heard from him. We were then charged on 11/27/2013 $250 for early termination. We contacted Monica in the agent office, and she was going to work on this and get things resolved. We did not hear back from her. We called back to her on 12/18/2103 after we found out that Card Payment Solutions charged us an additional $300 for not returning the terminal, after we were told by customer service that a call tag would be sent to us. We called back to Monica on 12/18/2013, and she basically laughed at us when we asked for her supervisor after speaking with Veronica, who stated that they would not honor our paperwork, and the fee will stand. This has to be the worse customer service and fraudulent company on the planet. From the rep. who committed fraud to customer service to the agent office. They just do not care, and would not work with us on any of the fraudulent charges. Run from this company as fast as possible. Do not do business with the rep. who should be put in jail. They have also done this to a number of other companies that we know. It is no wonder that they have a bad reputation.Desired Settlement: $600 for monthly fees charged after faxing in cancellation notice.$250 for wrongful termination fee$300 for terminal not returned charged, while we waited for their call tag.Termination of the rep-Saleem Ahmad for committing fraud.A letter of apology from the company President.Total settlement amount $1,150

Business

Response:

The reference merchant account was approved on 8/22/2011 per receipt of the signed application and agreement. This account was closed on 11/17/2012. The customer processed transaction throughout the life of the account including October 2012. We will refund the early termination fee of $350.00.

Review: ipayments was placed as a processor for an account I had as part of another complaint through the Revdex.com. The APCO Merchants used ipayments to process any cards that we would use for an account, however we were unable to use the services due to equipment and software issues and the account was closed. Ipayments continued to pull charges from our bank account that were never approved and since then have been asked for a refund for these charges and have had the request in their hands for over a month without any actions. APCO continues to send the request to the company for the refund of $119.80 and two charges of $59.90 for a total of $239.60.Desired Settlement: We would like the three charges refunded and they should consider refunding two overcharge fees at our bank totaling $35 each for $70 total from when they were pulling charges and overdrew our account and then again while we have been waiting for the refund and were told it would take 5 to 7 business days and has not arrived yet.Total refund of $309.60

Business

Response:

After reviewing the complaint we can confirm the customer did not use the service and we have agreed to return $239.60 to the customer. This will be credited back to the account we have on file.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10049254, and find that this resolution is satisfactory to me.

Regards,

I opened an account with iPayment in March 2014. I have a business that sells electronics and niche gadgets from my web site. I had my account closed in April 2014 for having excessive declines on my gateway. This was the reason explained to me by the representative name Star. These declines came from orders attempting to be placed from my web site. I suggest any merchant who does business from their website take my situation in mind before doing business with this company.

Review: We signed up to have ipayment process credit card payments for our website mid-October. We processed our first transaction as soon as we had completed the security and banking questions. The first transaction was over $1500.00. It took them 10 days to put the money in our bank. We decided that wasn't the response we were looking for. The entire amount of the transaction had posted, which was unusual. Most companies, like Paypal and Square, take the fees out immediately. Two weeks later, and first of November, we found that they had pulled THREE different transaction fees from our account. The first one came with a nice, readable and understandable invoice. There was no issue with the $10.41 monthly processing fee(came from authorize.net, that manages the capturing of the funds and works DIRECTLY with ipayment). The second amount, $33.29, was the 1.99% fees we understood would be charged as well. Then today, November 4, 2013, we were SHOCKED to see a SECOND fee charged to the account with no contact information, no billing information, and simply said, MTOT DISC charge. We had not used a Discover card to process payments so we were very confused. The amount of the fee was $35.00. We called to ipayment and were unable to get a hold of anyone to resolve the issue at first. We finally spoke with an associate that told us we were only approved for the "mid level" fees. NOT ONE PIECE of paperwork we agreed to had this information in it. We have screen shots of every document we agreed to. We asked to have the $35.00 fee reduced, and the "manager" told us he could approve us for the higher account for future orders, but we were going to be forced to pay the 1.99% additional for all charges we had captured to date. Because we were NOT told about the fees and did NOT agree to them, we want the fees reversed.Desired Settlement: I want the $35.00 back immediately.

Business

Response:

The merchant account was approved on 10/16/2013 per receipt of the signed application and agreement. All fees billed to the merchant were disclosed via the merchant agreement and month ending statements mailed to the address of record. The qualified rate on the account was 1.99% and the Mid/Non qualified rates were set to 3.98% per the application. The merchant was set up on daily discount billing where the qualified rate is taken as the batches post to the account. At the end of the month any transactions that fall into the Mid or Non Qualified rates are billed the difference in rates. Certain card types such as a rewards card, corporate cards, international cards gets assessed a higher discount rate. The merchant processed a rewards card that downgraded to the Mid qualified rate and thus was billed the difference in rates at the end of the month along with their monthly fees. This is the discount fee billing the merchant sees on 11/04/2013. The merchant did place a call to iPayment on 11/04/2013 as there was some confusion for the merchant on the rates that were set up. The merchant was given a rate review and rates were lowered as a retention effort. The mid qualified rate of 3.98% billed for the transaction the merchant processed in October is valid. However, in a good faith effort to resolve the complaint the difference in rates from Qualified to Mid Qualified will be refunded to the merchant totaling $33.29. Should the merchant have any additional questions or concerns they can contact iPayment directly.

Review: We started a credit card processing application with ICS (Integrated Credit Services) that does its backend work with I-payment. Before completing all the formalities we stopped the process because of all the negative reviews about ICS.We did not sign any forms and did not give out the TAX ID. Unfortunately we gave out the bank account #.We informed our sales person the same day that we wanted this application stopped. We informed by email, left messages, but received no replies. Then we start to get billed by ICS and by Ipayment & International CA. Not a single dollar was processed through any of these companies for our payments. Yet, billing in the amount of $14.95, $49.95 and Cancellation fees of $350 have been charged.Desired Settlement: Although stop payments are in place, I would like them to stop billing my account.

Business

Response:

The merchant accounts were approved on 12/20/2012 per receipt of the signed applications and agreement. The accounts have been closed per the merchant and the independent agent office International Card Service’s request. The merchant was billed the early termination fee however the early termination fee was not paid by the merchants issuing bank and rejected. International Card Service’s did submit a request to have the fees waived. iPayment does not know of any further issues with the merchant accounts. The accounts are now closed. The merchant can contact International Card Service’s or iPayment directly should they have any questions or concerns.

Business

Response:

The merchant accounts were approved on 12/20/2012 per receipt of the signed applications and agreement. The accounts have been closed per the merchant and the independent agent office International Card Service’s request. The merchant was billed the early termination fee however the early termination fee was not paid by the merchants issuing bank and rejected. International Card Service’s did submit a request to have the fees waived. iPayment does not know of any further issues with the merchant accounts. The accounts are now closed. The merchant can contact International Card Service’s or iPayment directly should they have any questions or concerns.

Business

Response:

iPayment is showing this account as closed since 04/01/2013. If the merchant is receiving any fees with an ICS descriptor these are coming from the independent agent office International Card Services. The merchant will need to work with the agent offce directly regarding these fees and possible refunds. The contact number for International Card Services is ###-###-####. A notification will also be sent out to International Card Services to reach out to the merchant.

Business

Response:

iPayment is showing this account as closed since 04/01/2013. If the merchant is receiving any fees with an ICS descriptor these are coming from the independent agent office International Card Services. The merchant will need to work with the agent offce directly regarding these fees and possible refunds. The contact number for International Card Services is ###-###-####. A notification will also be sent out to International Card Services to reach out to the merchant.

Consumer

Response:

Review: 9663637

I am rejecting this response because: santabarbara.Revdex.com.org lists these company names as alternate names for Ipayment. ICS is one of them. When I call ICS, they tell me to call Ipayment and when I call Ipayment they tell me to call ICS. This charade lasted for 10 minutes before I got fedup. Please STOP billing me.

Review: We signed up with flagship merchants for credit card processing for our contracting company. Our first transaction got us flagged. 9250.00. Ok. So new account but after 5 days of holding our clients near 10k, we have been getting nothing but the run around from this company. We did NOT sign up with this processor and did NOT approve any/all interactions with this company however they are holding hostage near 10k and have not released it as of 5 days later. With the amount of money being held hostage. Actions on our parts to insure our customers are not getting caught up in this scam company with their credit cards needs to be swift.Desired Settlement: Release funds and cancel our account. WE DID NOT AGREE TO ANY TERMS THAT IPAYMENT.INC implies. DO not charge our account for your so called services and do not attempt to contact us for further transactions. WE are not impressed with your online complaints and feel that this company needs the securities and exchange commission to review your policies and practices.

Business

Response:

The merchant account was approved on 08/09/2013 per receipt of the signed application and agreement. The limits on the account are $50,000.00 monthly and a per transactions amount of $5,000.00. On 08/13/2013 a large batch for $9,250.00 was received. Funds were held per the terms and conditions on the merchant agreement. A call was placed to the merchant on 08/14/2013 requesting necessary documentation for release of funds. Documentation was received on 08/15/2013. Verification of sale was complete on 08/16/2013 and funds were released that same day. iPayment does not know of any further issues with the merchant account.

Review: I was called from a [redacted]t promising me a low cost credit card processor that would only charge a monthly statement fee $5 plus a percentage of each transaction + .10 which I agreed to .He stated multiple times that was the only thing I would have to pay .He said all I would have to deal with was listed on first page .Well every statement they come up with a new fee a verifying business fee,monthly regulatory fee ,pci regulatory fee which can change .this company charges more fees that are disclosed .It is a ripoff don't buy what their sales people tell you and their customer service is awful with hold time averaging 20 minutesDesired Settlement: refund of the $69 fee and no other fees being taken out of my checking account . terminal has been returned only used it less than 6 times

Business

Response:

Thank you for bringing this concern to our attention. After reviewing the account, we discovered no irregularities regarding the setup. All fees were listed and disclosed. We greatly value our customer satisfaction. As a courtesy, we will refund the PCI (Payment Card Industry) annual fee portion of $69.00 as requested. The terminal has been returned and the account w as closed on December 29th 2014.

Business

Response:

Hello,the desired settlement stated: "refund of the $69 fee and no other fees being taken out of my checking account." We have fulfilled this request. Please elaborate on why this is not satisfactory or change your position and accept this offer, the refund has already been processed.Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10347206, and find that this resolution is satisfactory to me.

Regards,

Review: After being under a contract with this organization and in good standing, I have chosen to cancel with them. The cancelation date was effective 9.30.14. I see they have charged our bank account $250.00. I have spoken with them, and have received statements from then and not once did they inform me they were going to charge us the $250.00. Had they told me that that was part of the cancelation process, I may have stayed with them to avoid the fee. I would like this refunded. I have tried to call them and after going thru the menu process on the phone was cut off, I would like this corrected asap.Desired Settlement: I would like this fee of $250.00 refunded. They also charged us $41.00. I don't know what that is for, but they did send a statement for that. No mention of the $250.00. That is why I am so angry, is they didn't inform me of the charge/fee.

Review: In March 2014 we were contacted by IPayment about switching to ipayment to process our credit cards at a cheaper rate. After much discussion and many, many phone calls,We were promised by [redacted], account executive with ipayment, that we would be reimbursed the $495.00 cancelation fee from our current card processing company. [redacted] assured us that she had gotten prior authorization from her supervisor for the reimbursement. We submitted all the required statements from the credit card company and the bank showing that we did pay the cancelation fee and were ready for reimbursement by ipayment. After several weeks we began questioning where the reimbursement was and why we had not received it. We were given many excuses. Many emails and phone calls have been exchanged to try and obtain the $495.00 we are owed, and now Jessica says that management has declined to reimburse us. She refuses to provide any contact names or numbers for someone else that we can discuss this matter with. [redacted], ipayment account executive has now become very difficult to deal with. Something as simple as providing the full company name and phone is impossible to obtain from her. I have attached only one of many emails exchanged about the refund we are dueDesired Settlement: Credit our company, Riverside Dollar, the $495.00 as we agreed to.

Business

Response:

We have reviewed the customer's complaint and reviewed the current agreement the customer has with us. The customer is currently not under contract and is currently receiving extremely low rates. Since we were able to offer such low costs to the customer and set them up with no contract we were unable to agree in covering the previous processor's termination fee. However, since they are still processing with us and we would like to keep the business relationship with the client, we are offering to refund half of the termination fee totalling $247.50. If the client would like the full $495.00 refund we are asking they sign an addendum and agree to a 3 year term with us.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10146185, and find that this resolution is satisfactory to me.

Regards,

Review: The salesman repeatedly lied to me and gave me false information. I have emailed and called back the number, to cancel the service, yet am not able to contact anyone. No one is emailing or calling back.Desired Settlement: I want the contract null and voided immediately. I do not want any charges to cancel this service.

Business

Response:

It doesn't look like the account was opened for this customer, however I did show a pending application which I had withdrawn. There will be no charges to this customer for services, there is also no contract since the account was never boarded.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9927290, and find that this resolution is satisfactory to me.

Regards,

Review: I- payment processes my credit card payments. I am a new business and am not sure what my avg transaction would be, so I started it at $2500. I processed my first payment for $4000 and I-payment told me they had to check out the transaction since I was over my average. They sat on my money for 7 working days. They asked me to send them an invoice and they called my customer to validate the charge. When I heard nothing after five days I called to ask what was going on. They called me back with someone from my bank on the other end of the phone and asked all sorts of security questions in front of the i-payment representative. Why? They should not have held any money, the transaction should have been processed immediately. This was a stall. During my initial conversation with [redacted], I informed him I was going to have a $12k transaction coming up and wanted to make any changes to my account so all would be processed smoothly without any phone calls or further holds. He sent me a form and I filled out immediately changing the average to $25k. One week later I completed a transaction for $18k. William called me and said I was over the limit again. I reminded him about the form, he said he needed 3 months of banking statements showing I had cash in my account for three times amount of my sale. I asked why he was only telling me this now, when the purpose of filling out the form was to avoid any future delays in processing my transactions. He said that wasn't his department. I asked to speak to a supervisor, he said he was the supervisor. I reminded him that I informed him of a $12k transaction and I wanted to make sure I didn't have any issues. He said I never did. He was argumentative and behaved as if he could make up rules at will and refuse to release my money. This is a horrible company and they are holding businesses' money and making up rules at will to do this. This is fraud.Desired Settlement: They need to release my money immediately. They should reimburse me for my processing fees.

Business

Response:

We have reviewed the customer’s complaint. I am showing the customer’s account is currently being reviewed by our Risk Management Department due to the high ticket sale. We are able to review the account for release with participation of the customer. We ask the customer send in recent bank statements so we can confirm the customer is able to cover the funds at any time if their customer chooses to dispute the transaction. Once the bankstatements have been sent in we can review for release of the funds however until then we are unable to remove the hold. If the customer is still interested in having their limits reviewed to be increased, I have attached thenecessary form which the bank statements will also be used for.

Business

Response:

It appears the customer is no longer being reviewed by our Risk Management Department. The funds have been released as of 10/31/14. The refund our merchant processed to their customer has been sucessfully settled and released.

Consumer

Response:

Review: 10257963

I am rejecting this response because:I continue to be charged $30 for this service. I have filed two complaints before going over details of how Ipayments has not lived up to their service and commitment. I really need your help in getting this resolved as this company is completely non-responsive and extremely difficult to deal with.Refund for all fees paid to this company in the past year - 2014 and most recently 2015 for $30. I want to ensure that I am never charged again and they absolutely cannot go into my checking account to debit money - ever.

Regards,

Review: IPayment Inc. uses deceptive business practices. They have a pattern of charging overcharging merchants and intentionally misleading merchants. They have continually charged us for services we never agreed to. I have spoken to them in a several times about this in an effort to get them to act in good faith about the overcharges but my efforts were met with rude attitudes and an unwillingness to make it right. They will also not give email addresses so there will be no written record of what they tell you. Avoid them like the plague as they will not operate in "good faith".Desired Settlement: We would like a refund for the numerous charges for add on services that we never agreed to pay.

Business

Response:

The merchant processing account which is referenced in this complaint was approved on 4/7/2004 per receipt of the signed application and agreement. We will refund 5 months of IAccess fees which account for $149.75. This amount should be credited back to the customer account ending in 7205 in 2 to 3 business days.

Review: I called CreditCardProcessing.com (owned by iPayment, Inc) to apply for a merchant account. The sales rep J[redacted] V[redacted] (j[redacted]@c[redacted]g.com) was very nice and helpful during the sales process. But as soon as there were any issues with my account, she was nowhere to be found.A few days after my account was set up and accepting payments, I got a letter from their S[redacted] G[redacted] (s[redacted]@ipaymentinc.com) in the "Risk Management" departing stating that my funds would be place on hold for 3 business days because they had to review my business model. I sent them all the required documents and followed up on the forth business day. This is when they told me that they were shutting down my account and holding the funds (over $6000) that my customers paid me because there were "negative reviews." iPayment, Inc did not provide any valid documentation on this nor did they make any real attempt to try to understand my business. Basically, Steven Graham just shut down my account because he felt like it. He was extremely rude and unprofessional. In my eyes, they are stealing from my business because they can't handle new merchants who are actually making money.Based on their own logic, their company should be shut down. According to Revdex.com, they had over 134 negative in just the past 12 months - 134 other businesses that they have screwed over. I wish I had researched this company and read all of their negative reviews and Revdex.com complaints before I decided to do business with them. CreditCardProcessing.com and iPayment, Inc. are completely horrible companies who are out to cheat honest merchant.Desired Settlement: 1) Release my funds 2) Credit all fees charged 3) Provide valid legal documentation that prove that the actions are justified.

Business

Response:

The reference merchant account was approved on 11/11/2013 per receipt of the signed application and agreement. The approval was based on the business type of music licensing. During our normal review process which occurred a few days after approval we received several negative responses from the merchant’s customers. As we continued to review the business practices we discovered their billing practices fall under a prohibited business type which was not disclosed on the merchant’s initial application. Furthermore if this process was disclosed on the original application the account would have been declined. This account will be closed and the funds will be held for a 60 day review period.

Consumer

Response:

Review: 9817381

I am rejecting this response because: You have failed to provide documented proof of "serveral of your customers who advised us of billing inquiry concerns and service related issues"

Regards,

Business

Response:

Ou business practices include verbal conversation with customers of business which have credit card processing accounts with our company.

Review: On June 20th our (2) main cashier terminals became useless. We were working with their tech support for 2 days trying to get this issue resolved. The only machine we could use was our wireless machine. We went and borrowed a credit card machine from a friend of ours on June 21st and it worked fine. Their tech support kept telling us it was an internal problem and not the credit card machines themselves (even though our gift cards with Valutec were working just fine). Card Payment Systems was supposed to ship us out a new credit card machine (over night) on June 21st. We did not receive the credit card machine until July 2nd. This machine did not work either and was returned to them on July 5th. The problem seems to be with the internal software which is now not compatible. Furthermore, their technical support was quite rude to our tech Sean. We informed them on July 2nd that we needed a resolution to this issue by the next day and that we could not continue to run our main store on this wireless machine and that we had no problem taking our business elsewhere. Secondly, we received numerous additional fee charges on our merchant statements (five separate statements) and were told that all additional fees/charges would be reimbursed and the accounts noted that there should be no additional/miscellaneous fees. Through June 2013 we were charged $877.75 and only been reimbursed for $269.40 of these fees. Well, we never received a call, email or a remedy from their company. We stated that we would be contacting the Revdex.com if this was not resolved in a timely manner. Since we had to cancel our contract with Card Payment Solutions, we have now received $1,250.00 in cancellation fees debited from our bank account!!!! How can they charge us a cancellation fee when we had no choice but to go to another processor.Desired Settlement: The address we sent the certified letter to for Card Payment Solutions is: [redacted]. The direct person that we were told that the fees would be reimbursed and noted on the account not to be charged future miscellaneous fees is: [redacted]. His email address is [email protected]. We are looking for a refund in the amount of $1250.00 for the cancellation fees; along with the $607.35 of miscellaneous fees from January to June 2013.

Business

Response:

The merchant accounts were approved on 10/30/2011 per receipt of the signed application and agreements. All fees billed were disclosed via the merchant agreement and month ending statements mailed to the address of record. The merchant account annual fees billed of $79.00 on accounts ending in 9724 and 9716 were also disclosed on page 3 of the signed applications. The regulatory monthly fee of $4.95 was amended on the accounts as of December 2012 and a letter was sent to the merchant notifying them of the change in terms and reason for billing. Reminders were also sent to the merchant on a monthly basis via statements mailed regarding the PCI compliance certification required on the account to avoid non action fees, as well as reminders in April 2012 and April 2013 of the PCI annual fee assessed yearly. A copy of the change in terms letter will be mailed to the merchant’s address on file along with the copy of the signed application and agreement where all fees were disclosed.

As a courtesy CardPayment Solutions did work with the merchant on some of the monthly fees billed such as the PCI compliance non action fee and regulatory fees and refunds were issued in June 2013. CardPayment Solutions will also waived the August 2013 outstanding balances from merchant accounts ending in 9716, 1894, and 9724. No additional refunds will be issued to the merchant as all fees are valid. The merchant continued to process through two of the accounts until the end of August 2013 and has outstanding balances owed for the transactions processed on accounts ending in 1936 and 1910. The merchant will need to contact CardPayment Solutions directly to resolve the collection balance.

The merchant did reach out to CardPayment Solutions with regards to problems with the equipment on 06/19/2013. The merchant was given instructions on what needed to be done to troubleshoot internet connection problems but advised they did not have time and would call back to troubleshoot. The merchant called again on 06/20/2013 to troubleshoot the terminals and advised the technical support department that the issue began after the business made changes to their internet. Again attempts were made by tech support to try and resolve the problem and the merchant refused to follow some of the steps required to resolve. The independent sales representative also reached out to the merchant on 06/20/2013 in an attempt to help the business troubleshoot the terminal but the merchant refused any further assistance from the agent or technical support. Additionally a new terminal was sent to the merchant at their request although tech support had advised the problem was not with the device but with the merchant’s internet communicating with the terminal. The merchant choose to switch processors and did not accept further assistance from technical support or the agent in troubleshooting the problem. The early termination fees apply on all accounts. An outbound call was placed to the merchant on 10/03/2013 advising all fees are valid.

Review: Around the beginning of the year I applied for a merchant account from ipayment. I also applied for and accepted one from a different company at much better rates. I never accepted, never activated the ipayment account, never signed anything, and never replied to their emails or paper mailings about activating. Last month I was charged around $35 for a monthly fee and when I complained I was told that I had opened an account simply by applying. I was told to cancel in writing and I did so and received acknowledgement that the account was cancelled. The monthly fee was not rescinded and now they have debited my bank account $350 for a cancellation fee. This is a total ripoff. Clearly they are engaging in deceptive business practices and probably fraud.Desired Settlement: Refund $350 immediately.

Business

Response:

The merchant account was approved on 12/18/2012 per receipt of the signed application and agreement. The merchant did authorize the account by signing the application online. The merchant did reach out to iPayment on 02/14/2013 with regards to closure. A closure request was received and the merchant account was closed as of 02/26/2013. The early termination fee will be refunded to the bank account on file. The merchant should allow 5-7 business days for the refund to post. iPayment does not know of any further issues with the merchant account.

Review: My business made a sale with a new customer, 12/06/2014, who purchased equipment and the amount totaled $8986.93. Upon checking the company's bank account, the amount was deposited and then immediately withdrawn out of the account within one day. When the company was contacted, they stated the amount raised a red flag and they had to hold the funds. On 12/17/2014 I was told that the bank wanted my business to ship the product before they would clear the payment of $8986.93. I spoke to numerous people over the phone on 12/17/2014 and could not get a straight answer as to why the funds have yet to be released. On 12/18/2014 I checked my bank statements and noticed that from 12/08/2014 through 12/18/2014 funds have not been deposited for credit card purchases totaling the amount of $2053.10. As of right now, I-Payment is holding $11040.03 of my businesses money. The large sale of $8986.93 has been on hold for so long that it's now affecting my reputation with this particular customer who is upset that he has not received his equipment due to the payment being held. I cannot purchase the equipment without those funds clearing my bank account. I am a small business owner and I cannot afford to front that kind of money. I feel as though if this sale falls through, I stand to lose close to $1500 profit and a very reputational customer. This could also cause a downward spiral with future customers if this sale is voided due to the funds not being released and the equipment not shipped as promised.Desired Settlement: I want I-Payment to release ALL funds currently being held ($11040.03) at this time that is rightfully due to my business immediately.

Business

Response:

Hello,At this point, no funds are being held. the original return for $8,986.93 did not process and the customer issued a chargeback, at this point the funds which were being held were returned to the customer's card. The account is still active; however, a Stop Payment has been placed which will cause billing issues. Please contact us for an expedited resolution, other issues could persist if we do not address these concerns. In addition, we can then work on raising the limits to avoid funds being held in the future.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10350971, and find that this resolution is satisfactory to me.

Regards,