iPayment, Inc.

Hello C[redacted],
We...

understand your dissatisfaction with our sale rep and we will address that
with the sales rep. Unfortunately your lease agreement is with First Data
Global Leasing and not with iPayment. iPayment is the merchant service
processor and we have accommodated your request to cancel your merchant
account effective 11/16/2015. You will need to contact First Data Global
Leasing at ###-###-#### and provide them your copy of the application showing
you did not initial the lease section of the application.

I am rejecting this response because: there is still a 495.00 fee which should have not been charged and fraudulently taken out of my account. Since the contract with merchant lynx services was fulfilled in full. 
Regards,
[redacted]

Hello, we acknowledge your concern with iPayment. However, with the information which was provided, (Name, Address, Phone number, e-mail) there is no active account open with a $499.00 ETF. Please provide sufficient documentation to continue investigation such as a Merchant ID number. Thank you....

This customer is liable for both the merchant processing termination fee of $250.00 and the termination of the equipment agreement which is $295.00. The customer will not being charged for the equipment ($795.00), they will be...

billed for terminating the equipment agreement. I have attached a copy of the Equipment agreement and a closure request form. The merchant account is still showing as open and will continue to until the form is filled out and sent back.

The accounts were indeed closed on the days you described. All fees related to the...

services we provide are billed at the end of any specified term (annual fees are year-end, monthly fees are month end, etc.). With our PCI Compliance fee, having an account open more than 6 months in the year made your account eligible for billing fees owed for services rendered. However, I have issued a prorated refund of 64.50. You were billed and open for 6 full months of 2014 (plus 25 days in July).
Good luck in your future endeavors.
Sincerely,
[redacted]

I sign up with them to have my company account , I give them all my info, in the end of the call they ask me for my personal SC , I asked why , they said for identification , I make sure to tell him I don't want them to run my credit report the rep said OK and he said have that noted , but they did and I got hard hit to my credit so I loss the chance to buy the house what im waiting for long time .
I called many time but they don't even to remove that inquire , I really don't know what to do right now, instead to be company to help you as small business they blow it away for you.

BEWARE!!!! I was shopping around for a new merchant company, thought I might go with this company. Got as far as giving them my bank info, but never heard back from them on purchase of a machine, so I could actually use their merchant company? I was shocked to discover they had proceeded to charge two months of merchant fees for a machine that never existed or was turned on.They promised me a refund, I never got it. Then when I blocked them from my bank they are now threatening to take me to collections!!!! Customer service was rude, yelled at me, and basically laughed at me when I told them I was going to contact Revdex.com. . STAY AWAY!!! [redacted]!!!!!!,

I have issue with my Pin Pad on Sept 8th it stop working for Debit and Apple Pay.. and over 18+ hours of taking to different reps from ipayment and their third party vendors .. as of Sept 28.. still not resolved.. they sent me new device which I had to purchase again.. and twice they loaded the wrong program on it.. I just had with them... Being small business .. I have lost thousands of dollars .. and they have no sense of urgency .. My sales rep talked me into this system.. and left me hanging.. He will not retune my calls anymore.. Jonathan [redacted]is horrible.. He leads you on.. and comes back with disappointments.. The service is horrable.. soon as I can I am going to move to different POS system... IPAYMENT and Credit Card Processing suck.

Hello,
Our records show the...

account has been closed as of 12/23/2015. The fees that
were charged to your account are valid to maintain an open account with the
ability to accept credit card payments.
We have tried to work with your
business to get your merchant account PCI Complaint with no success. As a
courtesy I will issue a refund for $120 for the Non-Compliance fees you have
been charged.

Hello,We are sorry to hear of the issues you experienced with our services. I have attached a copy of the merchant agreement which contains information about the fees agreed to be paid. To confirm, the equipment was sent on loan with no charge. If, after closing your account, equipment...

is not returned you are charged for the cost of the equipment. Regarding your request for a refund of difference in fees and fees not on contract.  Would you specify what fees you are referring to that were charged and not apart of your agreement?  All fees charged are authorized based on your signature on the agreement which lists your schedule of fees and any addition applicable fees.Attached is your agreement for services.  We are unable to refund fees which were authorized by your signature for our services.

We have reviewed the customer’s complaint. The account was opened on 10/15/13 and we do show that the customer did indeed use the account for credit card processing the following month. The customer called in to cancel services in May and the account was closed within 30 days which is standard...

procedure. All fees will apply for the processing and while the account was open. I did want to address the claim that there was a double billing for the $350.00 Early Termination Fee. I am not showing this fee going through twice however if you can submit a copy of a bank statement showing this was double charged we will credit one of those back as you should not be charged
twice.

This account was opened 2/10/14. Our Risk Department got involved and began reviewing sales that came through on 2/13/14. There was a hold that was placed on the customer’s funds however refunds have already been issued for each of the cards that were processed. There is no longer a hold on...

those sales.

The customer's account has been reviewed and was approved to have the Early Termination Fee waived. We still need a written request to have the account closed, once received we will close the account with no Early Termination Fees. I attached the form needed to close the account.
The...

customer can send their equipment back to:
[redacted]
[redacted]

Complaint: 11152392
I am rejecting this response because:
On a good note, they followed through with their end and cancelled the account and waived the fees. However, unknown to me there was a hidden 4 year lease for equipment inside that agreement. I was unaware until I received a letter welcoming me to first data. I assumed it was leftover from my cancelled iPayment account. To my surprise it informed me that I was under a 4 year lease for my processing terminal. I do not have any such terminal as my account with iPayment was closed and no delivery of a terminal took place. I contacted first data assuming it was a mistake. I came to learn that the lease attached to my account is still active and not able to be canceled. After a 2nd call with first data they referred me back to the same Skip Houston who was unwilling to help at all. I was told that even though they cancelled my account before it started and had all fees waived, it didn't include the 4 year lease for a terminal. At no time during the initial set up was this ever mentioned. I am currently waiting on a copy of the agreement I supposedly signed to be sent to me in the next 2 weeks. During that time I'm told my bank account will be drafted for the lease and that failure to pay will result in it going to a collection agency. First data has told me that ipayment can opt to stop this before the 20th and void it. But if they don't I will have to make 48months worth of payments or buy the lease out. All attempts at resolving this with the company have been met with them telling me, in so many words, that they don't care. I just wanted to be done with this company and never see or hear from them again but they still are trying to rip me off.
 Void the 48 month lease that was hidden in my original account. I do not have the item I am supposed to have a lease on and do not want it.
[redacted]

This customer had 2 separate accounts set up. One of them (merchant number ending 0072) was set up 11/20/12 with CardPayment Solutions which was closed 2/10/14. This account was set up for a 3 year contract, $350.00 if canceled within the first year and $250.00 if cancelled within the next 2...

years. Since the first year was completed the customer was charged $250.00 to close the account.
 
The other account (ending 5576) was set up 2/13/12 with Allstate Merchant Services. This account was closed 2/27/14. This account was also set up with a 3 year contract, however the termination fee listed on that contract is $495.00.
The customer has placed a stop payment with their bank for these fees so no refunds will be placed by us since we did not receive the funds from the customer.

Complaint: 10413702
I am rejecting this response because:
The first attachment is a copy of what was emailed to me from an ipayment representative last month (02/2015). It details my activity from 8/2014 thru 12/2014. [redacted]Please note that there is ZERO activity after 9/15/14. (Last noted activity was 9/6/14 but maybe carried over thru 9/15/14???)Other than providing copies of my cancellation request (in prior complaint response)I also attached my confirmation copy receipt with my new mercant. Please note: activity beginning 9/8/14 (activation on 9/3/14)The provided documentation, assures that my account was closed 09/2014. Not 12/2014 as ipayment claims.
Since I had to request that my bank blocks ipayment from withdrawaling anymore money, I was charged (by the bank) per attempt.... the third attachment is a copy receipt from my bank. ($35 per attempt x 5)
Ipayment filed a collection claim with a third party collection agency on 1/29/15.However, without any notification or explanation, ipayment preformed five deposit transactions into my bank account on 2/2/15, one business day after filing the collections claim. ($30per deposit x 5).Then, on 2/8/15. ipayment refunded a total of $81.80........meanwhile,the collection company continually attempts to collect & has not received any notification from ipayment to do otherwise. (A copy of their letter is also attached)
Since these recent reimburses, totalling  $231.80, Ipayment has refunded... I request only the remaining $400 to be refunded. This will fully reimburse the monthly charges when I was no longer an active customer. Also including the charges I had to pay my bank to get involved.(per transaction)
Most importantly, I am unable to access my former account with ipayment & have Not yet received any 2014 tax receipt 1099. Please provide me with this documentation asap.
I still request an investigation regarding my complaint of the poor customer service.Occurring  5/2014. Supervisor-[redacted] ###-###-####.  ext#2845.This particular complaint should be remembered, unless it is the company's protocol for sales reps to comment "[redacted]" towards a customer who was inquiring why ipayment hadn't received clearance of her PCI compliance check.
Last but not least, the company that preformed the PCI compliance checks (Aperia)customer service rep- James ###-###-####.Verbally confirmed my device had passed the PCI compliance checks, however, according to him, my account is currently labeled "in question" with ipayment & being a third party business, they legally could not provide documentation stating so. Therefore, I request to be reimbursed only $200 for the charges that ipayment made when they claimed I was not PCI compliant, when in reality, I was and was charged much more than what I am requesting. (Interesting, ipayment is one of the only card companies who charge their customers PCI compliance charges)
Total = $600 , to still be reimbursed.
(from my previous response including this one)        -I HAVE PROVIDED-
- correct documentation copies of my account cancelation request, the dates I faxed ipayment, and the federal financial institution that assisted in faxing ipayment. 
-a copy of a letter from ipayment threatening to close my account the same month they are now stating was correctly closed
-a pdf file from ipayment confirming all my activity & clearly stating that my activity ended 09/14 not 12/14 (that they are currently claiming)
-a copy of my contract with my new card merchant, confirming the date I was active with them, NOT ipayment
-a copy of the receipt of the charges the federal financial institution had made to prevent ipayment from deducting my money ($35 per attempt)
-a copy of a letter from a claims business ipayment had hired to collect money from me (and still continues to) along with a copy of a few refunds they have given since 
If this is not enough evidence to convince ipayment that their paperwork is off & dates are incorrect, I request that the Revdex.com agent evaluates all communication & files linked to this case, and will respect Revdex.com decision. 
Regards,[redacted]

Hello,To confirm you did not provide any personal information to the rep?  I am sorry you feel the sales rep is unprofessional and we will have this discussed with all levels of the management team.Thank you.

Hello,This account was opened on 11/26/14 and closed on 1/2/15 due to Security risk.  There are severe risk issues relating to continuous chargebacks, this is why the funds were placed on hold.  Since the original held $1697, there have been 5 chargebacks which have diminished the...

amount held to $578.23.  It is anticipated due to the issues with how the sales were conducted that more chargebacks could come through, these funds are held to cover the amount.  These funds are held for up to 180 days per the agreement which is common in the processing industry when security issues arise.  We hope this explanation helps clear up any confusion, these funds will remain on hold to cover the costs of further chargebacks.

Complaint: 10994487
I am rejecting this response because:
I see they sent a copy of the contract. The point being they never bought me out of my contract with Wells Fargo bank as they said they would. I was told by the sales man I had 30 days to try the machine. I called over their several times and no one got back to me. I did not want to carry two charge machines and two fees. They did not keep their end of the deal. They offered to pay Wells Fargo off so I could use their terminal. The transaction never happened. They did not honor  the contract. They did not return my calls. K[redacted] the supervisor was to get back to me the one time I  did speak with her and she did not. I spoke with C[redacted] a customer service rep. who gave me the address to return the machine. If they would of communicated with me and told me their was a problem or when the transaction would be taken place I would not of returned the machine. I had no choice but to return it. I feel I gave them a chance and they had no follow through. They have been sending me monthly statements that imply I use their machine and I do not. I would like the $463.00 returned in good faith. 
Regards,
P[redacted]

iPayment has a reckless contempt for their customers that could seriously damage your business. Most consumers and businesses are grateful for the work that financial institutions do to protect us from fraud. So although it is annoying when your credit card processing company says they are holding funds pending investigation because it is larger than the usual transaction, it is understandable. But when a company is cutting off the cashflow to a business, they need to do so sensitively, and move with care and speed.
iPayment approaches the situation differently. Firstly, they are exceptionally rude. Secondly, they initially take a week to 'investigate'. They clearly don't actually care about investigating any potential fraud - my customer's assistant just called in and said, "yes, that's fine". Nor do they care about looking at your business or record - I have been with them for 3 years and never had a chargeback or a single instance of fraud on my account. iPayment will then cut off funding to your business until the goods have been delivered, despite your customer confirming that they are happy to pay you immediately - which for many businesses can cause serious problems in cashflow while putting the order together. During the process, they will not answer a single email or phone call. Funds will then be received into your bank account a week after the goods have been received by your customer.
I have the misfortune to have a growing business, so I had a second large transaction I needed processing within two weeks of the first. iPayment - and I'd like to single out Julie Antoun - would not reply to any phone call or email asking for the transaction to be approved, so in order to get paid by my customer, I had to open a new merchant account with a different provider with lower rates and infinitely better customer service who were happy to process the payment. iPayment would rather see your business fail than work with you to manage your growth.
I am leaving this review because iPayment has taken up a huge amount of my time and cost my business dearly and I would like to save other businesses from going through the same experience of having the excitement of running a growing, successful business tempered by a company - that you have hired - sabotaging you.