iPayment

Our apologies, please see the terminal agreement attachedThe addendum does contain the following link where all fees are listedThe terms of the terminal agreement are located in section http://www.intlcardservice.com/equipment/agreement/

Complaint: I am rejecting this response because: I spoke with with risk mgmt (E***) on June And was told that he released out of I want all my money and not partial Regards, J [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 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

Hello C [redacted] , We understand your dissatisfaction with our sale rep and we will address that with the sales repUnfortunately your lease agreement is with First Data Global Leasing and not with iPaymentiPayment is the merchant service processor and we have accommodated your request to cancel your merchant account effective 11/16/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

Hello, we understand the concern for the merchant accountThe processing limits are on the original merchant agreement and application set up by the Independent Sales Organization, FlagshipBy agreeing to the limits, iPayment must abide by the processing limits do fund the necessary account for liability issuesThe rate quoted is also on the application; moreover, our records indicated the merchant account requested closure on 10/12/on an escalated call

HelloWe acknowledge your concern of the $being held after the account being closedThe reason the $chargeback is on hold is if the merchant service provider, iPayment, does credit the $120.00, the cardholder can still dispute the amount after days; thus, an additional liability will be placed on the merchant service providerWe can hold the $for days rather than days as a courtesy should the cardholder dispute the $

Having worked with numerous merchant service providers over the last several decades, I can confidently say this is the most inept and disorganized company I've ever dealt withWe've had an account for over years and processed tens of thousands in transactions, only to be halted when processing a government charge card, with no explanation for over a weekWe received a call promptly letting us know of the hold on the transaction, and a request to submit further informationAfter submitting the information, there was no confirmation, or follow up email of any kind, not even a returned phone call from messages, left to different departments [redacted] and [redacted] , not only dropped the ball, they were among the least professional people I've ever dealt withI hope they can find a job elsewhere, because they don't belong in the customer service industry where two way communication is the norm, not a luxuryWe will only be too pleased never to do business with this organization ever againWe'll be taking our large transactions to other processors who communicate efficientlyOur recommendation is take your business elsewhere, unless you're ready to "fax" 1980's forms to accept payment in the 21st century

I would recommend Debt Solutions to anyone who wants extremely good service, they are very helpful and you can talk to an officer of this company and trust their statementsI'm so thankful to them and now completely stress free, Sincerely Marlene [redacted]

Stop IRS Debt.com I paid $1,and he said that was payment in full for services to save me money on taxes and they did not save me one dime and I wish to get my money back

Hello,Upon review of this issue you have detailed, we find the funds you request have already been released for deposit Our Risk department requested you to increase the approved limits for your account and this has been completed.The $you request to receive has been released as of 6/5/in the amount of $($minus monthly fees of $392.73) The second deposit you request of $on 5/21/was in fact also released on time frames with no delay This was deposited with two other transactions totaling a deposit of $on 5/24/15.Upon completion of this review we will see this case as resolved as all funds have either been released or deposited as normally scheduled.Thank you

This customer’s account was opened 4/22/Per their signed agreement they were going to continue using their OMNI terminal but wanted to add debit so they purchased a debit pin pad from usWe do not sell POS systems out of this office and per the application the customer never signed up for such servicesThe customer never did not contact us for closure until 2/10/They were advised we need a closure request form which we have yet to receiveI 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/and we are willing to close the account without the $Early Termination Fee to stop future charges

Horrible customer service, never ever use this companyWorst 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 days [redacted] Also never use the main company who hired these ***to do their security reviews which is National Bank Card Services

We will be happy to send a letter confirming there are no monies owed upon receiving the closure request and credit card terminalAs of now the form has not been received and the account is still currently openedOnce received the account will be closed without the termination fee as promised and a letter will be issued

We have reviewed the customer's complaintWe are showing the account is no longer on hold and the customer is in process of requesting a limit increase to avoid any issues with limit amounts in the future

Complaint: 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/thru 12/***Please note that there is ZERO activity after 9/15/(Last noted activity was 9/6/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 mercantPlease note: activity beginning 9/8/(activation on 9/3/14)The provided documentation, assures that my account was closed 09/Not 12/as ipayment claimsSince I had to request that my bank blocks ipayment from withdrawaling anymore money, I was charged (by the bank) per attemptthe third attachment is a copy receipt from my bank($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/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 refundedI request only the remaining $to be refundedThis will fully reimburse the monthly charges when I was no longer an active customerAlso 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 tax receipt Please provide me with this documentation asapI still request an investigation regarding my complaint of the poor customer service.Occurring 5/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 checkLast 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 soTherefore, I request to be reimbursed only $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 = $, to still be reimbursed(from my previous response including this one) -I HAVE PROVIDED- - correct documentation copies of my account cancelation request, the dates I faxed ipayment, and the federal financial institution that assisted in faxing ipayment -a copy of a letter from ipayment threatening to close my account the same month they are now stating was correctly closed -a pdf file from ipayment confirming all my activity & clearly stating that my activity ended 09/not 12/(that they are currently claiming) -a copy of my contract with my new card merchant, confirming the date I was active with them, NOT ipayment -a copy of the receipt of the charges the federal financial institution had made to prevent ipayment from deducting my money ($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,We are sorry to hear of the issues you have experienced in closing your account Upon review of the notations in our systems, we see our customer service department spoke with you on 08/01/regarding our closure procedures At which point, you had refused to be transferred to the assigned agent about the closure procedures and then disconnected the call from our customer service representative From there, we did not receive a call from you until 06/08/ We require proper written request to close an account and as we attempted to assist you in from which you disconnected the line, we are unable to refund the charges for our services We have monthly costs which are not waived if you do not process any volume in 08/01/you were aware your account was still open and active and failed to provide the closure request we require.Thank you

Hello,We are sorry to hear of this issue Upon review of the notations on your account, you had stated on the phone you were unsure of whether you sent a written closure request or not You stated to our customer service representative that you "probably" sent one in I understand you verbally advised us to close your account and you have confirmed on the phone and in this complaint that you are aware we require a written request During your phone conversation on 6/6/after being advised to send in a written request you hung up the phone and have yet to send in a written request Please fax a request to ###-###-#### to close your account.In some cases where we fail to close an account we are in grounds to issue a refund As we explained to you the procedure and you did not follow through with us, we are unable to refund you the fees applicable per your agreement for services Our agreements state you will have monthly and/or annual recurring fees charged whether you process a credit card or notUntil you complete our procedures to close, your account remains open.Please be certain you verify we receive your request as well Being that you cannot be certain if a fax or email makes it's way to the recipient without calling and confirming.Thank you

Complaint: I am rejecting this response because: #222222;"> 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]

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 complaintThe account was opened on 10/15/and we do show that the customer did indeed use the account for credit card processing the following monthThe customer called in to cancel services in May and the account was closed within days which is standard procedureAll fees will apply for the processing and while the account was openI did want to address the claim that there was a double billing for the $Early Termination FeeI 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