Complaint: ***Too many unanswered questions remainContinued problems within the billing process and lack of initial contractual commitments have left me with no trust in this company's abilities to be a reliable vendorFrustrated with the time and effort required to deal with unnecessary issuesI've lost a lot of time and continue to have to monitor my accounts due to CPAY.
Sincerely,*** ***
Initial Business Response /* (1000, 10, 2015/06/15) */
This customer contacted our office on 5/and voiced her concernsOur staff was able to assist with adjusting her account with her rates and feesThe customer agreed to adjustments and will remain a CPAY customer
Date Sent: 3/16/1:18:PM
Central Payment will honor what appears on a contractAttached file is a copy of the agreementOn page Special Arrangements, We agreed to provide free paper*** was never charged for paper only for shippingCentral Payment provided a VXunder FTP(free
terminal program) for the charge of shipping and sales tax onlyAs it states on page of the contract, agreement is for completion of year Initial term*** was provided a new terminal on 1/06/due to swap and was only charged for shipping and sales taxVXterminal was provided to him as a FTP other than paying full equipment pricePer *** agreement, he was set up under a year agreement with an Early Termination Fee of $if he decided to cancel before contract termsAuto renewal applies to merchant only if no arrangement was agreed too before year agreement was overCentral Payment agreed to no further contract after year completion
Resolution: Once we receive a Letter of Cancellation, account will be closed out with no early termination fee
Initial Business Response /* (1000, 15, 2015/10/23) */
*** submitted a day cancellation letter at the start of AugustThe agreement does not end until OctoberFurthermore, *** breached his agreement with CPAY in January*** signed and agreed to the terms of his agreement:
On an
exclusive basis, MERCHANT agrees to submit all SALES for processing from CARDS accepted in MERCHANT's
business as described in the Merchant App
lication to
BANK
in accordance with the RULES and pursuant to the terms of this
AGREEMENT
*** has been processing his credit card sales through a different processorHe furthermore submitted his cancellation letter months before the contract expired
CPAY is more than willing to remove these fees if he is willing to honor the agreement he executed with CPAY
Initial Business Response /* (1000, 11, 2015/08/14) */
This client voiced her concerns and our staff was able to assist and also removed the fees owed that had no processing activity on 7/No fraudulent charges have been billed to this account
Initial Consumer Rebuttal /* (3000, 13,
2015/08/14) */
8-14-
Sent via email from consumer:
*** ***
I believe they have "called off the dogs" but have nothing in writing to indicate they have issued credit for the amount they turned over to collection
Attached is the email response from their collection agency
I attempted to call them repeatedly to ensure the balance had been written off but had to hang up each time after 30-minutes on hold
*** ***
CPAY contacted *** on 2/24/At the time he was on vacation and would not return until MarchCall back information was provided.We reached out to
*** once again*** was previously already given a courtesy credit for the annual PCI compliance feeHe still decided to close his account with CPAYWe have received his cancellation letter and the account is in the process of closure
Central Payment received an Application and voided check
that confirms *** agreed to the serviceAttached document is the signed
agreementOn pageof the application, *** agreed to the equipment and was shipped
out to his business on 7/28/Per notes, our Tech support team
reached out numerous
times to assist with setting up but failed due to *** not being availableOur
tech support team also left voicemails but never heard backOn March 4,
*** called Central Payment and requested to have Tech support reach out to him
during the hours of 11:am- 1:pmTech support reached out to him many
times and but was only able to leave voicemailsPer notes, Central Payment did
not hear from *** until 6/5/*** questioned why he was debited and
customer service advised him he was getting charged because he did not return
the vxterminal and mobile swiperOn 12/7/Central Payment received a
stop payment reject when attempting to collect our monthly feesDue to ***
not properly cancelling the service and placing a stop payment, Monthly fees
were being rejected and caused to terminate his account on 5/1/for a charged
of $Since we weren’t able to collection monthly fees, *** is currently
in collections for $As stated on agreement, merchant is responsible to
return equipment if terminating service before year of initial term$
and $is currently in process of being debited for not returning the
VXterminal and mobile swiper
RESOLUTION: Central Payment has agreed to clear
*** from collections*** can also
keep the equipment and will be credited $for the vxand $for
the mobile swiper once we have proof that debits successfully cleared from his
accountSince he placed a stop payment, a Wform is required so we can mail
out a check for all creditsThe Wform has been emailed to ***.com and request for
him to send backSince equipment debits of $and $is still in
process, we advise to send his bank statement confirming debits successfully cleared
The wform and bank statement can be emailed to ***.com
Initial Business Response /* (1000, 10, 2015/07/17) */
Received business response via email on 7/17/15:
I am in communication with Mr***He asked for a follow up on Monday afternoon so he can gather his records
In the meantime, I have explained to Mr*** that CPAY does not hide any
charges or fees that are assessed and everything is communicated with our merchants in writing days prior to any increase
Again, I'm working with him and have a follow up appointment with him Monday afternoon
*** ***
Director of Merchant Relations
Initial Consumer Rebuttal /* (3000, 12, 2015/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Actually, the question "Do you accept the response from the business?" makes no sense here because all they've said is we had a follfor this afternoonHowever, I did not hear from Mr*** this afternoon, so once again this reflects badly on Central PaymentI prepared the data I planned to show him, in fact I graphed it on Excel, and it clearly shows the abuse of their fees being raised over time until you call in to complainSeeing is believingOn the phone he denied that they do thisI hardly expected him to admit itNow he must look at the data and explain the see-saw behavior
Final Business Response /* (4000, 18, 2015/09/30) */
CPAY has not over charged on monthly feesAll records can be provided upon request detailing any changes notifies as well as the terms and conditionsCPAY is willing to waive the cancellation fee as a courtesy
Final Consumer Response /* (4200, 21, 2015/10/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am having an attorney review everything to see where to go from hereIt's a sleazy industry that needs to get cleaned up, so why not start right here
Initial Business Response /* (1000, 10, 2015/07/14) */
At least staff members (manager, supervisors and representatives) tried to assist this client and tried to answer his questions but unfortunately the customer refused assistanceHe was made aware of his cancellation fee before it was
assessedThe lease was also verified in several occasions prior to being processedHe also accepted delivery of the equipment and also signed agreeing to a NON CANCELLABLE LEASE through Norhtern LeasingCPAY would still like to assist *** if he wishes to honor the agreement he executed
Revdex.com:I have reviewed the response made by the business in reference to complaint ID 12072615, and find that this resolution is satisfactory to meAlthough some of the statements untrue I'm happy with the account being closed. Sincerely, *** ***
Hi ***
On 12/4/17, Central Payment made the changes listed below to reflect the pricing that were listed on the agreement
The amount of $for November’s statement was also credited back on 12/7/
*** was charged the Card Compromise Assist Plan for $and the Master Card location fee of $for December’s monthly fees due to the account being opened
As of 1/4/18, Central Payment has closed out her account to stop all billing and submitted a credit for $
As of today, the account has been closed and no other charges will be deducted from her account
Thank You
*** *** *** *** *** *** *** ***
Initial Business Response /* (1000, 10, 2015/08/14) */
***Document Attached***
These statements are incorrect and complaint has no merritThe last billing statement for this merchant account was for May month end feesThe attached document is for June indicating no fees deductedThere was also
no statement generated for July month end feesWe contacted the consumer to perform a conference call with their bank for validity as there CPAY is not the only company that is able to ACH fundsThe consumer stated they would contact our office back
Initial Business Response /* (1000, 11, 2015/06/11) */
*** contacted CPAY requesting the closure of the account, no physical or electronic message was received from the customer to have the account closedOur records indicate that the customer sent the machine back to CPAY towards the end of
MayWe are investigating the claims presented by the customer through this complaintIn the meantime we have closed the account as requested in sign of good faith
Initial Consumer Rebuttal /* (3000, 13, 2015/06/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Our first attempt at returning the machine was through FedEx on 4/15/2015, a month earlier than stated aboveThis cost us $and was routed back to usTherefore, we had to send it back again on 5/19/which cost us another $Additionally, we asked for the account to be closed (which we had never asked to be opened) in March, and as recently as the beginning of June we were still receiving charges
Final Consumer Response /* (3000, 18, 2015/07/16) */
We just received another statement from their collections deptdated 7/6/still claiming we oweThey claim we may be reported to Experian, a credit bureau, and Match, where our account may be suspended from current and future processingThis is all over $that should never have been on the account because when we immediately called (back in March) stating we didn't want any part of their business, we were told our account would be closed
Complaint: ***I am rejecting this response because:
Complaint: ***I am rejecting this response because:
Central Payment continues to take money from my bank account for charges that are not validI would like my original contract returned in its original form. *** ***
Sincerely,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
[redacted] signed an Application and Agreement that confirms he read and understood our Terms and Conditions. Attached file is the agreement. On page.3 of the agreement, all processing and monthly fees are listed so as a merchant he is aware of what fees he would be assessed too. As stated on Terms &...
Conditions, even if not processing the merchant is still responsible to monthly fees. Account will not be automatically closed. It is a merchant’s responsibility to notify the company so we can provide the proper cancellation procedures. Per notes, Central Payment was not notified [redacted] wanted to cancel the service until 1/12/17. On 1/12/17, Customer Service advised him in order to cancel service he needed to send a letter of cancellation. As a courtesy we also credited November 2016 and December 2016 fees that totaled $100.80. On 6/20/17, [redacted] called Customer Service questioning why he was still getting billed if he was not processing. Once again, [redacted] was advised in order to cancel service we needed a letter of cancellation. Central Payment advised him once we received a letter we would expedite closure. We received the letter on 6/20/17 and closed the account. [redacted] also stated he no longer had equipment. As a courtesy, we agreed to remove equipment to avoid [redacted] getting billed for not returning. Central Payment also credited $151.20 which reflects to March 2017, April 2017 and May 2017 monthly fees. RESOLUTION: As a courtesy, Central Payment has credited September 2016, October 2016, January 2017 and February 2017. [redacted] will be receiving a total amount of $303.10.
Initial Business Response /* (1000, 10, 2015/09/01) */
CPAY has already closed this account with no fees as a courtesy only. There is no basis for this complaint.
[redacted] signed into a month to month agreement with central payment on 6/28/2016. He started to use the services 9/30/2016 however the merchant had insufficient funds for the amount of $886.12 and was also charged a $25 NSF we tried to collect the funds owed from [redacted]...
processing. The total owed is $911.12. Through this merchants processing we have been able to collect $456.19 still leaving $454.93 owed for processing fees. The merchant has been made aware of this by our collections department via collection notices. [redacted] also has a [redacted] he has failed to return. Please see break down that collections has applied to the below amounts to the $886.12 item. $288.71 10/20$70.42 11/3$32.05 11/28$65.01 12/19 ResolutionAs a courtesy we will cease collection attempts for the remaining $454.93 in processing fees that merchant still owes us since he did not have the funds in his bank to pay for. We will also close out his account and send him a shipping label at Central Payments cost so he can return the equipment that he owes central payment for. The two piece of equipment are a [redacted] and a CPAY mobile. Please response so we can close out your account and contact collections and send a return label so you are not charged for the equipment.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I was in constant contact with [redacted] and [redacted]. I notified them of cancellation All I asked, for months, was for them to stop holding money out of my account that they were not entitled to. They were not providing services but continued to withhold funds from my account. I sent a cancellation letter, which got no response. Their response saying I did not notify them of cancellation is not true and I have the emails to prove this. I will gladly send these if they are needed. Sincerely, [redacted]
Complaint: ***Too many unanswered questions remainContinued problems within the billing process and lack of initial contractual commitments have left me with no trust in this company's abilities to be a reliable vendorFrustrated with the time and effort required to deal with unnecessary issuesI've lost a lot of time and continue to have to monitor my accounts due to CPAY.
Sincerely,*** ***
Initial Business Response /* (1000, 10, 2015/06/15) */
This customer contacted our office on 5/and voiced her concernsOur staff was able to assist with adjusting her account with her rates and feesThe customer agreed to adjustments and will remain a CPAY customer
Initial Business Response /* (1000, 10, 2015/09/21) */
This client has contacted our corporate office and our staff has resolved their issues
Date Sent: 3/16/1:18:PM
Central Payment will honor what appears on a contractAttached file is a copy of the agreementOn page Special Arrangements, We agreed to provide free paper*** was never charged for paper only for shippingCentral Payment provided a VXunder FTP(free
terminal program) for the charge of shipping and sales tax onlyAs it states on page of the contract, agreement is for completion of year Initial term*** was provided a new terminal on 1/06/due to swap and was only charged for shipping and sales taxVXterminal was provided to him as a FTP other than paying full equipment pricePer *** agreement, he was set up under a year agreement with an Early Termination Fee of $if he decided to cancel before contract termsAuto renewal applies to merchant only if no arrangement was agreed too before year agreement was overCentral Payment agreed to no further contract after year completion
Resolution: Once we receive a Letter of Cancellation, account will be closed out with no early termination fee
Initial Business Response /* (1000, 15, 2015/10/23) */
*** submitted a day cancellation letter at the start of AugustThe agreement does not end until OctoberFurthermore, *** breached his agreement with CPAY in January*** signed and agreed to the terms of his agreement:
On an
exclusive basis, MERCHANT agrees to submit all SALES for processing from CARDS accepted in MERCHANT's
business as described in the Merchant App
lication to
BANK
in accordance with the RULES and pursuant to the terms of this
AGREEMENT
*** has been processing his credit card sales through a different processorHe furthermore submitted his cancellation letter months before the contract expired
CPAY is more than willing to remove these fees if he is willing to honor the agreement he executed with CPAY
Initial Business Response /* (1000, 11, 2015/08/14) */
This client voiced her concerns and our staff was able to assist and also removed the fees owed that had no processing activity on 7/No fraudulent charges have been billed to this account
Initial Consumer Rebuttal /* (3000, 13,
2015/08/14) */
8-14-
Sent via email from consumer:
*** ***
I believe they have "called off the dogs" but have nothing in writing to indicate they have issued credit for the amount they turned over to collection
Attached is the email response from their collection agency
I attempted to call them repeatedly to ensure the balance had been written off but had to hang up each time after 30-minutes on hold
*** ***
CPAY contacted *** on 2/24/At the time he was on vacation and would not return until MarchCall back information was provided.We reached out to
*** once again*** was previously already given a courtesy credit for the annual PCI compliance feeHe still decided to close his account with CPAYWe have received his cancellation letter and the account is in the process of closure
Central Payment received an Application and voided check
that confirms *** agreed to the serviceAttached document is the signed
agreementOn pageof the application, *** agreed to the equipment and was shipped
out to his business on 7/28/Per notes, our Tech support team
reached out numerous
times to assist with setting up but failed due to *** not being availableOur
tech support team also left voicemails but never heard backOn March 4,
*** called Central Payment and requested to have Tech support reach out to him
during the hours of 11:am- 1:pmTech support reached out to him many
times and but was only able to leave voicemailsPer notes, Central Payment did
not hear from *** until 6/5/*** questioned why he was debited and
customer service advised him he was getting charged because he did not return
the vxterminal and mobile swiperOn 12/7/Central Payment received a
stop payment reject when attempting to collect our monthly feesDue to ***
not properly cancelling the service and placing a stop payment, Monthly fees
were being rejected and caused to terminate his account on 5/1/for a charged
of $Since we weren’t able to collection monthly fees, *** is currently
in collections for $As stated on agreement, merchant is responsible to
return equipment if terminating service before year of initial term$
and $is currently in process of being debited for not returning the
VXterminal and mobile swiper
RESOLUTION: Central Payment has agreed to clear
*** from collections*** can also
keep the equipment and will be credited $for the vxand $for
the mobile swiper once we have proof that debits successfully cleared from his
accountSince he placed a stop payment, a Wform is required so we can mail
out a check for all creditsThe Wform has been emailed to ***.com and request for
him to send backSince equipment debits of $and $is still in
process, we advise to send his bank statement confirming debits successfully cleared
The wform and bank statement can be emailed to ***.com
Initial Business Response /* (1000, 10, 2015/07/17) */
Received business response via email on 7/17/15:
I am in communication with Mr***He asked for a follow up on Monday afternoon so he can gather his records
In the meantime, I have explained to Mr*** that CPAY does not hide any
charges or fees that are assessed and everything is communicated with our merchants in writing days prior to any increase
Again, I'm working with him and have a follow up appointment with him Monday afternoon
*** ***
Director of Merchant Relations
Initial Consumer Rebuttal /* (3000, 12, 2015/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Actually, the question "Do you accept the response from the business?" makes no sense here because all they've said is we had a follfor this afternoonHowever, I did not hear from Mr*** this afternoon, so once again this reflects badly on Central PaymentI prepared the data I planned to show him, in fact I graphed it on Excel, and it clearly shows the abuse of their fees being raised over time until you call in to complainSeeing is believingOn the phone he denied that they do thisI hardly expected him to admit itNow he must look at the data and explain the see-saw behavior
Final Business Response /* (4000, 18, 2015/09/30) */
CPAY has not over charged on monthly feesAll records can be provided upon request detailing any changes notifies as well as the terms and conditionsCPAY is willing to waive the cancellation fee as a courtesy
Final Consumer Response /* (4200, 21, 2015/10/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am having an attorney review everything to see where to go from hereIt's a sleazy industry that needs to get cleaned up, so why not start right here
Initial Business Response /* (1000, 10, 2015/07/14) */
At least staff members (manager, supervisors and representatives) tried to assist this client and tried to answer his questions but unfortunately the customer refused assistanceHe was made aware of his cancellation fee before it was
assessedThe lease was also verified in several occasions prior to being processedHe also accepted delivery of the equipment and also signed agreeing to a NON CANCELLABLE LEASE through Norhtern LeasingCPAY would still like to assist *** if he wishes to honor the agreement he executed
Revdex.com:I have reviewed the response made by the business in reference to complaint ID 12072615, and find that this resolution is satisfactory to meAlthough some of the statements untrue I'm happy with the account being closed. Sincerely, *** ***
Hi ***
On 12/4/17, Central Payment made the changes listed below to reflect the pricing that were listed on the agreement
The amount of $for November’s statement was also credited back on 12/7/
*** was charged the Card Compromise Assist Plan for $and the Master Card location fee of $for December’s monthly fees due to the account being opened
As of 1/4/18, Central Payment has closed out her account to stop all billing and submitted a credit for $
As of today, the account has been closed and no other charges will be deducted from her account
Thank You
*** *** *** *** *** *** *** ***
Initial Business Response /* (1000, 10, 2015/08/14) */
***Document Attached***
These statements are incorrect and complaint has no merritThe last billing statement for this merchant account was for May month end feesThe attached document is for June indicating no fees deductedThere was also
no statement generated for July month end feesWe contacted the consumer to perform a conference call with their bank for validity as there CPAY is not the only company that is able to ACH fundsThe consumer stated they would contact our office back
Initial Business Response /* (1000, 11, 2015/06/11) */
*** contacted CPAY requesting the closure of the account, no physical or electronic message was received from the customer to have the account closedOur records indicate that the customer sent the machine back to CPAY towards the end of
MayWe are investigating the claims presented by the customer through this complaintIn the meantime we have closed the account as requested in sign of good faith
Initial Consumer Rebuttal /* (3000, 13, 2015/06/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Our first attempt at returning the machine was through FedEx on 4/15/2015, a month earlier than stated aboveThis cost us $and was routed back to usTherefore, we had to send it back again on 5/19/which cost us another $Additionally, we asked for the account to be closed (which we had never asked to be opened) in March, and as recently as the beginning of June we were still receiving charges
Final Consumer Response /* (3000, 18, 2015/07/16) */
We just received another statement from their collections deptdated 7/6/still claiming we oweThey claim we may be reported to Experian, a credit bureau, and Match, where our account may be suspended from current and future processingThis is all over $that should never have been on the account because when we immediately called (back in March) stating we didn't want any part of their business, we were told our account would be closed
Complaint: ***I am rejecting this response because:
Complaint: ***I am rejecting this response because:
Central Payment continues to take money from my bank account for charges that are not validI would like my original contract returned in its original form. *** ***
Sincerely,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
[redacted] signed an Application and Agreement that confirms he read and understood our Terms and Conditions. Attached file is the agreement. On page.3 of the agreement, all processing and monthly fees are listed so as a merchant he is aware of what fees he would be assessed too. As stated on Terms &...
Conditions, even if not processing the merchant is still responsible to monthly fees. Account will not be automatically closed. It is a merchant’s responsibility to notify the company so we can provide the proper cancellation procedures. Per notes, Central Payment was not notified [redacted] wanted to cancel the service until 1/12/17. On 1/12/17, Customer Service advised him in order to cancel service he needed to send a letter of cancellation. As a courtesy we also credited November 2016 and December 2016 fees that totaled $100.80. On 6/20/17, [redacted] called Customer Service questioning why he was still getting billed if he was not processing. Once again, [redacted] was advised in order to cancel service we needed a letter of cancellation. Central Payment advised him once we received a letter we would expedite closure. We received the letter on 6/20/17 and closed the account. [redacted] also stated he no longer had equipment. As a courtesy, we agreed to remove equipment to avoid [redacted] getting billed for not returning. Central Payment also credited $151.20 which reflects to March 2017, April 2017 and May 2017 monthly fees. RESOLUTION: As a courtesy, Central Payment has credited September 2016, October 2016, January 2017 and February 2017. [redacted] will be receiving a total amount of $303.10.
Initial Business Response /* (1000, 10, 2015/09/01) */
CPAY has already closed this account with no fees as a courtesy only. There is no basis for this complaint.
[redacted] signed into a month to month agreement with central payment on 6/28/2016. He started to use the services 9/30/2016 however the merchant had insufficient funds for the amount of $886.12 and was also charged a $25 NSF we tried to collect the funds owed from [redacted]...
processing. The total owed is $911.12. Through this merchants processing we have been able to collect $456.19 still leaving $454.93 owed for processing fees. The merchant has been made aware of this by our collections department via collection notices. [redacted] also has a [redacted] he has failed to return. Please see break down that collections has applied to the below amounts to the $886.12 item. $288.71 10/20$70.42 11/3$32.05 11/28$65.01 12/19 ResolutionAs a courtesy we will cease collection attempts for the remaining $454.93 in processing fees that merchant still owes us since he did not have the funds in his bank to pay for. We will also close out his account and send him a shipping label at Central Payments cost so he can return the equipment that he owes central payment for. The two piece of equipment are a [redacted] and a CPAY mobile. Please response so we can close out your account and contact collections and send a return label so you are not charged for the equipment.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I was in constant contact with [redacted] and [redacted]. I notified them of cancellation All I asked, for months, was for them to stop holding money out of my account that they were not entitled to. They were not providing services but continued to withhold funds from my account. I sent a cancellation letter, which got no response. Their response saying I did not notify them of cancellation is not true and I have the emails to prove this. I will gladly send these if they are needed. Sincerely, [redacted]