Merchant Associates Inc

We are showing that the money was transferred to the merchant on March 18th.  The only reason they were charged a monthly fee was because we were waiting for the credit card terminal to be mailed back to us.  We have told the merchant we are more than happy to refund all the charges if...

they give us the tracking number on that terminal.  After a review of our call logs we feel it is incorrect to say they have "spoken to several reps" unless there were other calls made that were not on their main business line.  In addition Merchant Associates has never received any letters from [redacted].

This merchant has been using a  [redacted] credit card terminal since June 2014.  They are stating that this terminal does not take the new chip cards however this is false, it can accept those cards which was explained to an employee.  They have stated that no...

download was done on the credit card terminal, this also is false.  A download was completed.  In addition a PIN pad was shipped out to them at our expense.  They are stating that they lost patience as they never received the PIN pad that we shipped, however we were never notified that they did not receive the PIN pad.  Instead they switched credit card processors.  Our policy on lost shipments is to immediately ship new equipment and track down the missing package later.   
On 10/5/15 [redacted] emailed us at 12:17 pm because he was trying to accept the new chip cards.  At 2:29 pm that same day we responded with the following:
[redacted],
I am soooo sorry for your troubles.  I would be happy to help you update your
terminal however I would rather do this via a phone call with me. 
I
will not transfer you to any terminal support.  I will be your terminal
support.  I am currently calling to make sure the back end of the file is
correct (support emv).  I will then be happy to walk you through three different
steps.. 
First
tho I need to change out your pin pad to the EMV one since you take pin debit. 
I will gladly ship that to you today and once you receive it we will then do the
updates. 
Again
I am sorry for any irritation terminal support gives you.  I always recommend
out merchants call me first to avoid that such situation. 
 
 To say that they have emailed and called "at least a dozen" times is also false unless they were calling us from a line other than their business line we have no record of it.