Merchant E-Solutions

[redacted] , Thank you for your emailI do sincerely apologize for your experience you have had with us as of recent and will definitely handle this matter on your behalf immediately including the refund and closureI have also received the complaint you submitted with Revdex.comAgain, we have ensured that your account is closed and the refund was submitted todayI have also escalated to this matter to our Engineers to ensure it never happens againJesse M***|Senior Manager, Customer Care & Partner SupportMerchant e-SolutionsEMirabeau Parkway | Suite | Spokane, WA Customer Care: 888.288.2692www.merchante-solutions.com

I'm sorry that I didn't respond to the last email, guess I didn't read fullyBut I have total satisfaction for my complaint with Merchant -esolutions , every thing is settled and was better result than I expected Thanks, [redacted]

We sincerely regret that Mr [redacted] had a poor customer service experience with our organizationWe take great pride in our Customer Service as well as and providing top-quality products to the publicUpon further review and investigation, it was determined that we would waive the entire Early Termination Fee for himIt is our desire that as Mr [redacted] departs from Merchant e-Solutions that his final experience with us would be positive

We regret that Ms
*** had a poor experience with us and would like to remedy that. We have reviewed the account history and
while there were indications of a call to have her rate review completed in
September, there is not an indication that an account closure was
requested.
However, we would like to
address her concerns to her satisfaction
Our records indicate
that we’ve reversed the fees associated with her account closure totaling $on 12/7/2015.
I’ve contacted Ms
*** and left a voice mail to talk with her and left a voice mail for her
to call
My contact information
is *** and would welcome a call from her. Respectfully,*** ***Director, Customer Care

We regret that Mr.*** had a poor
experience with us and we would like to remedy that. We
have reviewed the account history and do not see any calls into our hour
Customer Care Center that would suggest any problems. However, we would like to address his
concerns to his
satisfaction
The signed agreement that we have on file
does include the early termination conditions in paragraph and provides for
not fulfilling the contractual obligation.
Although the provisions for assessing the
early termination fee are included in the agreement, we will close the account
with no termination fee in this instance.
We will also apply a credit to Mr***’s account for the disputed
amount of $(reimbursement for July through November billing at
$per month, in addition to $for the upcoming December billing) and close
the account. We attempted to contact Mr
*** on 12/16/by calling the phone number included on the complaint but were
unable to reach him. A voicemail was
left explaining the resolution and I left my phone number in the event Mr
*** would like to contact me
Warm Regards,
*** ***
Director, Customer Care
Merchant e-Solutions

Revdex.com, The following is in response to complaint ID # ***.We regret that Ms*** had a poor experience with us and we would like to remedy that We have reviewed the account history and associated documentation and would like her concerns to be addressed to her
satisfaction The signed contract that we have on file does include the stipulations in the terms and conditions for auto-renewing the contract and for the early termination conditions These stipulations are included in paragraph that outline the conditions for not fulfilling the entirety of the contractual obligation While the provisions for the auto-renewal and early termination fee assessment are included in the signed agreement, we will reverse the fee that was assessed in the amount of $that was submitted on 07/08/ Warm Regards,
Scott B***
Director of Customer Care
Merchant e-Solutions

I'm sorry that I didn't respond to the last email, guess I didn't read fully. But I have total satisfaction for my complaint with Merchant -esolutions  , every thing is settled and was better result than I expected.  Thanks, [redacted]
[redacted]
[redacted]

Please note this has been resolved. I have been in contact with the customer and we have resolved the issue. I am unable to post the reply on the Revdex.com site can you please assist? Jesse M[redacted] Senior Manager, Customer Care Phone: 509.381.7558 Cell: [redacted] www.merchante-solutions.com

[redacted], Thank you for your email. I do sincerely apologize for your experience you have had with us as of recent and will definitely handle this matter on your behalf immediately including the refund and closure. I have also received the complaint you submitted with Revdex.com. Again, we have ensured...

that your account is closed and the refund was submitted today. I have also escalated to this matter to our Engineers to ensure it never happens again. Jesse M[redacted]|Senior Manager, Customer Care & Partner SupportMerchant e-Solutions12825 E. Mirabeau Parkway | Suite 101 | Spokane, WA 99216 Customer Care: 888.288.2692www.merchante-solutions.com

We sincerely regret that Mr. [redacted] had a poor customer service experience with our organization. We take great pride in our Customer Service as well as and providing top-quality products to the public. Upon further review and investigation, it was determined that we would waive the entire Early...

Termination Fee for him. It is our desire that as Mr. [redacted] departs from Merchant e-Solutions that his final experience with us would be positive.

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. The promised refund is still to reflect in my bank statement, but I am assuming that will happen soon.
Sincerely,
[redacted]

Would not recommend to anyone. You will be locked into a three year commitment with a COSTLY no way out. Our small business does about $20K in credit/debit cards yearly. In order to get our of contract we would have to pay a $28 THOUSAND penalty. Yep, $20,000.00. Yikes!! Looking forward to canceling the contract in 12 months. There are lots of other companies out there. Legitimate ones. Don't go with these guys. What a scam. We now encourage cash or check.

Review: I have been with Merchant E Solutions for 7 years. I recently changed processors. I called Merchant E Solutions for a rate review, when I did not hear back from them for several days, I called again and told them to close my account that I was changing to another processor. This was in September. I was billed for what I thought was the last billing in October and then on November 4th 2015 my checking account was charged by them in the amount of $62.23. I called and explained that I had closed my account and they said there was no notes to that effect. However the gentleman I spoke with agreed to refund 1/2 of the amount charged and that the other 1/2 would need to come from another department and he gave me the number. I have yet to see a refund of any amount and on December 3rd, I was again charged a service charge of $2.33. I called customer service and again they told me that they had not been notified until late in November that I was closing the account. I insisted that I had made the call and she basically told me I was a liar.Desired Settlement: I would ideally like to be refunded the entire amount of $62.23 and the small fee of $2.33. I did business with them for a long time because I had worked for the same parent company as Merchant E Solutions and wanted to give them my loyalty. I just want to be given the benefit of a doubt that I intended and believe that I called them and canceled in September. I want them to honor that.

Business

Response:

We regret that Ms.

[redacted] had a poor experience with us and would like to remedy that. We have reviewed the account history and

while there were indications of a call to have her rate review completed in

September, there is not an indication that an account closure was

requested. However, we would like to

address her concerns to her satisfaction.

Our records indicate

that we’ve reversed the fees associated with her account closure totaling $62.20 on 12/7/2015.

I’ve contacted Ms.

[redacted] and left a voice mail to talk with her and left a voice mail for her

to call.

My contact information

is [redacted] and would welcome a call from her. Respectfully,[redacted]Director, Customer Care

Review: FOR 4 YEARS MERCHANT SERVICES CHARGED AND COLLECTED A MINIMUM OF $20-$50 FEES EACH ON (2) DEAD/INACTIVE MERCHANT SOLUTIONS ACCOUNTS. WE'D NEVER ACCEPTED CREDIT CARDS BEFORE SIGNING UP WITH MERCHANT SOLUTIONS, AND WERE UNDER THE IMPRESSION THAT MERCHANT SOLUTIONS WAS THE OFFICIAL SERVICE COMPANY THAT WE HAD TO DEAL WITH IF WE WANTED TO ACCEPT CREDIT CARDS. In early 2008 (2) separate accounts were set up with Merchant Services on (1) new machine also purchased from Merchant Solutions. In 2009 we purchased a second machine from Merchant Solutions, and switched our credit/debit transaction services to Sterling Savings. We were under the impression that we were required to continue our business with Merchant Solutions for our machines and accounts. We changed banks to Washington Trust in early 2013, and signed up with them for our credit/debit transaction services, also tied to our new WA Trust account. It was at this time that we discovered that we did not need to have accounts with Merchant Solutions. Not once in 4 years were we contacted by Risk Management at Merchant Solutions regarding our (2) inactive accounts.There should be a protocol for inactive accounts. As a consumer I feel I was taken advantage of; the credit card system is confusing at best, and Merchant Solutions misleading and predatory.Desired Settlement: Refund of (2) inactive account fees from 2009 to 2013.

Business

Response:

Dear [redacted] and Spokane Chapter of the Revdex.com;

Thank you for forwarding this concern to me for review. I wanted to give you an overview of the conversation and resolution with this customer.

I called [redacted] on August 21st to discuss the nature of her complaint. She stated she believes it was our companies' responsibility to reach out to her when she stopped using our services so that monthly fees would not continue to accrue.

I explained that we expect our customers to let us know if they stop using our services since we have many merchants that don't process year round and it is not uncommon to see sporadic deposits. It is difficult to determine if someone has stopped using our services permanently.

Since there was a misunderstanding we agreed to credit her back 18 months of service fees. I called [redacted] on 8/22 to give her our resolution. She stated that this was fair and acceptable, and that she would be in contact with the Revdex.com to let them know that her complaint was resolved.

I am in process of issuing the refunds to her today.

I wanted to express to the Revdex.com that we have agreed to override our policy of waiving 90 days of fees since this customer is a local business owner in our local community and we wish to maintain a good relationship with her even though she is no longer a customer.

Thank you for your time.

Sincerely;

[redacted], Customer Service Manager, Merchante-Solutions

Review: Signed up for a merchant (Credit card) processing account with this company. Their service was poor, so we found a better merchant. I called to cancel the account several months back only to see that they never stopped charging me for a monthly service fee but I wasn't using the service.

I called again to cancel and they demanded a $7,000 early termination fee - $7,000! The monthly cost of this account is only about $30. This was never disclosed when I activated the account. Yesterday they just e-mailed me an 18 page contract --all fine print -- and vague termination language toward the back (that I never signed, though I signed their application form).

There is no justifiable reason to demand a termination fee -- there was no subsidized upfront work or equipment provided to us and this is far from the norm in this industry. The cost of setting up my account was neglible and they have already earned it back many times over in fees that I have paid them. $7,000 is simply an appalling and abusive way to force you to keep their service, whether you use it or not. It was not disclosed and I never agreed to it.Desired Settlement: I would like the 4 months of monthly fixed fees refunded since I called to cancel at that time and I have not used their service since. I would further like the contract canceled without the termination fee.

Business

Response:

We regret that Mr.[redacted] had a poor

experience with us and we would like to remedy that. We

have reviewed the account history and do not see any calls into our 24 hour

Customer Care Center that would suggest any problems. However, we would like to address his

concerns to his satisfaction.

The signed agreement that we have on file

does include the early termination conditions in paragraph 13 and provides for

not fulfilling the contractual obligation.

Although the provisions for assessing the

early termination fee are included in the agreement, we will close the account

with no termination fee in this instance.

We will also apply a credit to Mr. [redacted]’s account for the disputed

amount of $180.00 (reimbursement for July 2015 through November 2015 billing at

$30.00 per month, in addition to $30.00 for the upcoming December billing) and close

the account. We attempted to contact Mr.

[redacted] on 12/16/15 by calling the phone number included on the complaint but were

unable to reach him. A voicemail was

left explaining the resolution and I left my phone number in the event Mr.

[redacted] would like to contact me.

Warm Regards,

Director, Customer Care

Merchant e-Solutions

Merchant e-Solutions have been processing our credit card transactions without fail. and they saved the day when we ran into a discrepancy between our official name and name on file with the IRS. (They had not updated the name change we undertook in 1993).
We started scrambling and worked feveriously to get the discrepancy fixed by gathering name change filing documents from the State, previous year's tax return and other documentation and file for correction with the IRS.
While the IRS was processing the paperwork Merchant E-Solutions went out of their way to assist in anyway possible, and kept funds moving at regular intervals as we documented our efforts and steps to correct the situation.
It was easy to get someone on the phone and the follow through was superb!

Review: Excessive Fees and Charges without proper notification.Was charged $110.55 in excessive discount fees and $45 in excessive compliance fees without due notice. Total excessive charges amounts to $155.55Desired Settlement: Requesting refund of excessive charges in the amount of $155.55

Business

Response:

July 13, 2012

Dear Mr. [redacted],

Thank you for forwarding this complaint to me. After reviewing the customer's claims, I have attached a copy of the September 2011 merchant statement for his merchant account. Merchant e-Solutions has long communicated the types of pricing changes the customer refers to in its statement messages, with the required amount of advance notice given (minimum of 30 days).

The statement message on the attached does fully and properly disclose the announced increase that the customer has referenced, and the fees the customer has indicated began to assess no earlier than 30 days after this statement message appeared on his September 2011 statement.

I hope that this information helps clarify the issue from our end, and serves as an acceptable resolution and closure to the matter.

Best Regards,

Customer Service Manager

Merchant e-Solutions

###-###-####

###-###-#### - fax

Spokane, WA 99212

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9119515, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The method used by merchant e-solutions is wholly inadequate as they "bury" their increases in small print on the bottom of their monthly statements which they never sent me. I had to log onto my account to get a copy of my statements even though they charged me $5 a month just to get one. I didn't always print out a monthly statement because of little of no activity on my account. I feel that they should have sent me a written noticification of any increase or at the very least an email notice. My complaint here also applies to their lack of proper notification for the doubling of their so-called compliance fees.

They never, in my opinion, adequately conveyed their increases. Most reputable companies always notify their customers of an increase. They are proactive in doing this. Merchant e-solutions is NOT.

I pray that you would find favor in my complaint with Merchant e-solutions.

Best regards,

Business

Response:

Dear Mr. [redacted],

Thank you for forwarding the customer's further comments to me. While we maintain that our advance fee disclosure through statement messages is both appropriate and proper, we have decided to issue the requested refund to the customer in the amount of $155.55.

The paperwork for this refund has been submitted, and the customer should see these funds in his account in the next few days.

I hope that this action helps to satisfactorily resolve this matter.

Best Regards,

Customer Service Manager

Merchant e-Solutions

###-###-####

###-###-#### - fax

[redacted]Spokane, WA 99212

Consumer

Response:

I have reviewed the second response made by the business in reference to complaint ID 9119515, and find that this resolution is satisfactory to me. I am glad they have agreed to refund the requested monies per my original complaint.

Thank you for assisting me in getting this matter resolved.

Kind Regards,

Review: Merchant Solutions (Paymate) withdrew $59.95 from my checking account on December 3, 2010 for billing services. However, I have not activated my account with them - and chose not to do so after being informed that I would have to allow them to do a background check (at my expense) in order to have an account with their company. I have sent numerous emails to them asking them to reverse this charge and to remove me from their account lists, I have also called them and left messages with the same request - as of this date (12/28/10) I have not heard from them at all.

The acct using [redacted] as a locator and also Custom Sewing as the business name.Desired Settlement: I want the billing fee reversed, returned, refunded to my checking account. I am not using their services and I do not want them withdrawing a fee from my account for an unactivated account.

Review: Hi

I had merchant services with this company(merchant esolutions) I had couple of charges been disputed by card holders even though I have the receipt and a copy of the credit card to support these charges. Mechant esolutions stopped my account and red flagged it. I've been calling them for the last week leaving messages to the people who are assigned to handle my account, they simply ignored all of my calls.

name of my business is ([redacted])

Address is [redacted].

My other terminal with W[redacted]t was blocked too due to their actions.Desired Settlement: I would like my company to be taken off the TMF list(Red Flag)so I could pursue my business with other merchant.

Business

Response:

Merchant e-Solutions did process credit card transactions for a merchant account under the Doing Business Name of [redacted], at the address [redacted] opened in June 2004 and closed January 2012. However, the owner of this business was not [redacted], and he is not listed on any documents related to this merchant account. The Legal Name of the business was not Belqis Trading.

Merchant e-Solutions did not report this merchant account, nor its owner to the Terminated Merchant File (MasterCard MATCH). We performed a MATCH inquiry as a result of the Revdex.com complaint, and found that the business name [redacted], legal name Belqis Trading Inc was reported to the MATCH on 01/08/2013 by merchant acquirer First Data. The MATCH Reason Code was 11-Merchant Collusion. Acquirer First Data should be able to provide the Revdex.com with details of this listing. According to the MATCH listing, the merchant account with First Data was opened 10/26/12 and closed 01/07/13.

Based on the timeframes of the Merchant e-Solution merchant account, and the subsequent First Data merchant account, it is possible the Mr. [redacted] purchased [redacted] from the person with whom we had a contract. Merchant e-Solutions never had any merchant contract with [redacted]

If additional information is required for your investigation, please contact our Risk Department representative [redacted]e at ###-###-####, [redacted]@merchante-solutions.com

Please do not hesitate to contact us with any questions or concerns.

Sincerely,

Merchante-Solutions

###-###-####

Review: April 30, 2011

Merchant E. Solutions

Christian Carter

3[redacted]

Please cancel the existing contract that I have with you. Stop sending product to: [redacted], 5[redacted]

Sincerely, V[redacted].

cc: Revdex.comDesired Settlement: Unspecified