iPayment, Inc.

The reference merchant account was approved on 11/13/per receipt of the signed application and agreementWe will refund the below amounts for the months of November and December as well as waive January fees as well
Please advise if customer would like to continue using our credit card processing services

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11695018, and find that this resolution is satisfactory to me
Regards,
*** ***

I have reviewed the complaint and spoke with the Sales Office who set this acount upIt appears the Sales Office has a cancellation supervior who has been in contact with Audry at the business to rectify the issueIf you have not come to an agreement and are in need of further assistance please
let us know

Complaint:
I am rejecting this response because: Their record of my notification of the termination of their services is just a self serving made up storyAs we use an outside accounting service, we did not know of the continued billing of our bank until we were terminating the outside accountantA legitimate firm would quickly refund these overcharges in good faithIf I Payments continues to stonewall our request for refund, I'll be sure to warn the several hundred small businesses in Vermont about using this predatory firm
Regretfully,
B*** ***,chair

This company name is another name for Flagship Merchant Services and overcharging horriblyJust for example on $processed we will pay $fee25% rip offTo cancel account took us a monthThey never "received Cancellation form" even if you have fax conformationThere is "Nothing coming on their side"So we will advice to cancel only via e-mail, this way you have a trace and they can not make believe they did not get your cancellation request via fax like it was going with us for whole month!!! RUN, RUN, RUN!

Hello,Thank you for sharing your concernsI have reviewed this case thoroughly and this account is currently closedThe customer placed a stop payment on our feesIf at any point, the customer requested the account to be closed, we would had advised to send in a written request
The customer did enter an agreement for services which authorized our monthly chargesAll fees assessed are in accordance with the agreement.To discuss the equipment issueWe have confirmation equipment was shipped and signed for based off the UPS tracking #1ZR078W***and UPS websiteTo date, the customer has not returned our equipment to usThe customer should contact the independent sales office, Merchant Account Solutions, to discuss returning the equipment.We do apologize you feel you have been overcharged, however we have fulfilled our side of the agreement and are not responsible for you choosing not to use the service or cancel within our required guidelines.Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11708311, and find that this resolution is satisfactory to me
Regards,
*** ***

Hello,I have reviewed these concerns and evaluated the account The account was opened on 12/27/and closed on 12/5/ The PCI was non compliant and the other fees charged were valid rates and fees With that said, customer satisfaction is very important to us, I have
requested a refund of the last two months which did not have processing including PCI non-action fees, totaling $ The account is currently closed and there will be no other charges Thank you for your understanding, if you have additional questions, please contact me at ###-###-####.Sincerely,***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11185054, and this resolution is satisfactory to me if
they carry through with it. I spoke with *** *** * *** at iPayments Inc., last week after filing these complaints and he was suddenly quite cooperative and said that the money would be returned to the customer. We are waiting to see if this happens. At this point (3/8/16) the customer has not indicated to us that they have received a refund
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11505262, and find that this resolution is satisfactory to
me
Regards,
V*** ***

As a courtesy we have waived the collection balanceHere is the return authorization number to use to return the equipment:
RMA 05-17-2016-***
125)">
Please send to:
iPayment Inc
Attn: Deployment

Complaint:
I am rejecting this response because: I have no idea what "Our records indicate the $was not collected due to an
authorization code; furthermore, we can not refund the $in which it was
not collected." meansThey took money from my account without authorization and caused me to inure a $overdraft fee. Until that is repaid in full I will not be satisfied
Regards,
S*** ***

Complaint:
I am rejecting this response because: in October of 2015, I decided it was not healthy to keep getting frustrated over this matter while pregnant
by calling every single daySo I asked for an email address to continue trying to resolve this matterThe next morning, I emailed, and I have emailed more than timesI stopped counting at I have never received a replyEverAnd as far as the 'merchant being called and told it was denied," that is 100% falseI have never in the history of my dealings with this company gotten a promised return call, email, fax, mail, nothingEven when my refund was approved by management, and was told he would call me back in minutes to tell me how my refund would come (mail, transfer etc)I stated that I was going into a funeral, so he promised me it would be no more than minNever called me backWhen I called the next day, no one had any knowledge of our conversationI couldn't get in touch with this manager again, even with the
direct number I was givenOne time over a month later, I did get him on the line, & he quickly said he hadn't forgotten about my refund, & of course needed to call me back, & of course never did.
The bottom line is, this company made a mistakeMany mistakesAnd instead of simply refunding the money that was stolen from my bank account, they are just completely refusing to even acknowledge the incident by giving me the worst customer service and completely mishandling this for YEARSI showed them proof of cancellation, many, many times, there should be nothing else to do.
Regards,
*** ***

Hello,Thank you for providing the merchant account number. Our Risk department determined your transactions cannot be ran with our company. We suggested you to refund the sales to avoid the hold and this issue. Any that were not issued refunds on, we are now holding. Unfortunately the hold is placed for our security as well as yours. Your account was closed as your business does not meet our guidelines. Our Risk department will review for release of any funds held within the timeframes they stated last on the phone with you

Complaint:
I am rejecting this response because:
The reason why I don't accept there answer is because I'm looking to get all the money they collect from
my account with out provide a serviceThis is over 13k dls on a service it was never doneI can not believe they said there not charging me for some dls I want my money back that they collet for all this year while they were not doing any serviceThank you
Regards,
F* ***

Complaint:
I am rejecting this response because:
Ipayment and Merchant Lynk Collection PracticeMy complaint is that Ipayment has an ISO which is Merchantlynk and the agreement between Merchant lynk me as the customer is not the same as the agreement with Ipayment and MerchantlynkIpayment is charging fee's that Merchantlynk stated would no appliedWhen reach out to both parties they referral you back and forth between each otherLeaving you to get no resoultion from either companyThe agreement and contract agreement is no vaild per Merchantlynk who is ISO with IpaymentThey continue to charge my account for a service that I don't want or used or have every useI want this to end asap with no other fees or relationship with these to companiesStop trying to bill my bank account which has cause me over draft fees and collection and affecting my credit rating and relationship with my bank
Regards,
*** ***

Complaint:
I am rejecting this response because:
""> I understand your desire to move on these things, but this is hardly a simple issue, I have put several hours into a reply so far, it was a holiday weekend, and I was out of town part of this weekThis issue is anything but resolvedThey are attempting to assess a $fee per month that I allege they are not entitled to, so a "courtesy" credit for one month that does NOT acknowledge the core problem or provide a solution to it is NOT a resolutionHere is the start of the letter I am writing to the US Attorney General and the PCI councilIt is completed enough to give you an idea.I am writing to bring to your attention the following issue in hopes that you can mitigate the issue and curtail the extortion of millions of dollars from many small businesses across the CountryCredit card processor iPayment is processing recurring debits of $to some of their more than 100,customer's checking accounts as a penalty fee without first providing specific advance notice of their intent to do soThey claim a right under the terms of an agreement that also compels their customers to be PCI CompliantHowever, in many cases iPayment has sold equipment to their customers that was described as PCI compliant equipment.
There was no mention of the fee or the steps required to avoid the fee at the time of purchase, although in my case we did discuss the requirement that I use a PCI compliant deviceI had wanted to use an existing card terminal device but iPayment stated they would not support it as it did not meet the new PCI standardThere was also nothing accompanying the device when it arrived that clearly indicated there was a fee and what steps were required to avoid the feeOnly after I was charged the fee and asked about it was I told of the feeThe agent indicated to me at this time there was a comment printed on my first statement that I had days to obtain PCI certification, which I assumed I already had based on the description of the device I was soldBy the time I physically received my first statement I had long ago discussed it with iPayment as it arrived long after my checking account had already been chargedIn discussing that charge with them by phone, there was again no mention of the fee or the steps required to avoid the feeMy point here is that I did not read the fist statement in detail as I had already discussed it in detail with an iPayment agent, or so anyone would logically conclude had happened
The general requirement in the mutual agreement is to be PCI compliant which infers to the standard set by the PCI councilThe council publishes a very extensive set of standards for PCI complianceNo one disputes the requirement to scan an IP based device that encrypts raw card data and then transmits it over the InternetHowever, the requirement is only to scan the IP address segment that handles cardholder data, per the PCI document "Security Scanning Procedures." That segment for many small businesses like myself is the sole IP address assigned to my single card terminal sold by iPaymentThe PCI document further states that arrangements must be made to allow the IP address of the ASV performing the scan to reach any IP address in the IP segment that handles cardholder dataThe scan performed by iPayment, and or their ASV partner, fails at least in part because iPayment has shipped these devices using DHCP instead of requesting and configuring a valid static public LAN IP address from the customer, and their failure to provide to merchant's the necessary instructions to direct IP traffic from the ASV to the IP address segment containing the cardholder dataAs I infer, I do not use NAT, I have a public class C address blockHowever, only a single IP address constructs my entire segment containing cardholder dataEven if I used NAT, only a single private IP address would construct my entire segment
I was told that if the IP address for my single card terminal was blocked by my router I then had to provide the IP address for my routerThat is crapI should have been provided the IP address of the ASV so I could unblock the IP address of my device for themFurther, future tests will likely fail because the device was configured by iPayment to use DHCP instead of a static IP addressI made two attempts to point all of this out to iPayment, and two more to their ASV I spoke with an agent at each firm, and then a supervisor at each firmThe iPayment supervisor specifically stated I was misinformed, and then went on to state that raw card data is transmitted over the Internet by the card terminal which is why my WAN router had to be scanned, seriously, that is what he saidThe ASV supervisor stated these are decisions above her pay grade, and nothing either of us could do was going to alter themSadly, I passed the scan by turning off the SSL secured login port on my WAN routerMy actual IP segment containing cardholder data was never even scanned as is required by the PCI standardClearly, the agents who are made available to discuss these problems with customers are subject matter ignorant, and are trained to simply assume every customer is wrong.
I am sending this issue to both the PCI council as the ASV should be de-certifiedClearly, they are incompetentFurther, based on my own experience it seems iPayment is simply trying to exhort millions of dollars from their customers under the claim they are not PCI compliantIf they had any intention of ensuring cardholder data was safe, they would not have monkeys answering the phones
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed]
I am rejecting the response because I have an email from Jonathan Moser stating if I start back processing with you all I would be refunded the Early Termination Fee.  I have been processing with you all for the last 2 months and charged additional fees only to have this not be the case.  Yes, I processed with you all in November and I have processed 2 additional transactions with you since that time.
I am asking that either the $350 Early Termination Fee be refunded or the $179 Compliance Fee be refunded and account closed.  It is not fair that you charged me a fee tell me that if I start processing with you again I will be refunded the fee and that not be done.  I was not told that the fee would be refunded once but twice (Sophia, Customer Service).  If I am a customer how can you hold my Early Termination Fee?  That is called bait and switch and totally dishonest.  I have been dealing with dishonesty from the beginning since the rep told me that if I did not like service I would be refunded fee and that was not the case.  I will take the blame for trusting someone's word and not taking full consideration of the contract. However, I would have never reopened this account contingent that my fees remained $17.99 and my ETF  be refunded.  I am requesting that this be refunded immediately.  If this is not the case then I would like the compliance fee refunded and my account closed since I have already paid the ETF fee and it is in your possession.
I look forward to your favorable response.
Complaint: 10683235
I am rejecting this response because:
Regards,
T[redacted] To whom it May Concern:I am rejecting the response because I have an email from Jonathan Moser stating if I start back processing with you all I would be refunded the Early Termination Fee.  I have been processing with you all for the last 2 months and charged additional fees only to have this not be the case.  Yes, I processed with you all in November and I have processed 2 additional transactions with you since that time.
I am asking that either the $350 Early Termination Fee be refunded or the $179 Compliance Fee be refunded and account closed.  It is not fair that you charged me a fee tell me that if I start processing with you again I will be refunded the fee and that not be done.  I was not told that the fee would be refunded once but twice (Sophia, Customer Service).  If I am a customer how can you hold my Early Termination Fee?  That is called bait and switch and totally dishonest.  I have been dealing with dishonesty from the beginning since the rep told me that if I did not like service I would be refunded fee and that was not the case.  I will take the blame for trusting someone's word and not taking full consideration of the contract. However, I would have never reopened this account contingent that my fees remained $17.99 and my ETF  be refunded.  I am requesting that this be refunded immediately.  If this is not the case then I would like the compliance fee refunded and my account closed since I have already paid the ETF fee and it is in your possession.
I look forward to your favorable response.
Sincerely,
T[redacted]

Complaint: 11008812
I am rejecting this response because:
I faxed cancelation on 12/2/15 where the employee said I would not be charges again at that point in the mean time on 12/17/15 and also 12/28/15 a fee of 29.50 on both occasions.
Again typical business practice of double billing on monthly fees that where cancelled on 12/2/15
Regards,
J[redacted]

Complaint: 11489491
I am rejecting this response because:
I spoke with with risk mgmt (E[redacted]) on June 14...

2016  And was told that he released 495 out of 1200.    I want all my money and not partial.  
Regards,
J[redacted]