Merchant Services

Upon receiving the posting we reviewed the account In response to the question regarding the rates, we indeed provided the rate that was initially agreed at the time of signing The pricing is reflected on the merchant’s statement and is listed under line item labeled “DISC 1” under Fees Charged Mr [redacted] signed ACH agreements for both 3rd party vendor costs ($for the Charge Anywhere and $for the Authorize.net) All documents were signed electronically, which allowed for ample time for Mr [redacted] to review in detail He also received an email copy of the signed agreements immediately following the execution of the documentsIn summary all fees were properly disclosed and signed for by Mr*** We are unable to identify any instances of fraud as referenced in the postingIn speaking with Mr***, we have reviewed and addressed his concerns and he is pleased with the outcome

Upon receiving the posting we reviewed the account history The posters core concern was the ability to receive next day deposits During a call to our Customer Service team on 1/19/16, 5/6/16, 5/31/16, and 6/3/16, the caller was informed next day deposits are possible as long as they settle their batch prior to 6pm Eastern Time We conferenced the caller in with technical support to update their system with the new batch time; however caller fell off the call We attempted to get the caller back on the phone but there was no answer As of the date of this posting, the account has been closed at the poster’s request, in good standing

Upon receiving the posting, we reviewed the account and confirmed the new equipment had been ordered and shipped There was a nationwide backlog, at the manufacturer level, for new [redacted] equipment This business received their equipment as soon as the manufacturer received the inventory shipment to the U.S– we confirmed that the merchant’s equipment was delivered on October 5th and we worked with the customer to install it on October 9th We trust this has resolved the businesses concern and we look forward to servicing their account

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.In their response, Merchant Services admits that there were several disruptions in service, and then claim it is "likely from the building's internet/phone providers." On the contrary, we own our own building and are the sole occupant; and as stated in our original complaint, we had both our IT provider and phone provider techs on site; both verified that the services were working correctlyWE PAID for these service calls Affidavits from these technicians can be provided if needed Merchant Services was NEVER able to connect the terminal to the internetWe had explained to Merchant Services that we needed to process the transactions via internet as we had always done in the past, and that a phone connection would involve installing a costly separate dedicated phone line which could not even be installed in the area in which we needed the terminalMerchant Services has always denied responsibility for the failure of their service, and continues to deny any responsibility They offer no explanation as to why the PIN pad they sent us was incompatible with the terminal we had purchased from them (This was only discovered after hours of being on hold with their "Customer Service" line, attempting to make it work) They offer no excuse or explanation why their customer service techs were unable to resolve the problem despite hours & hours of our time over multiple days invested in repetitive, useless "solutions" They offer no explanation or excuse why their agent, [redacted] , failed to answer or return our phone calls, or why he failed to keep appointments without any notice Even though we informed them that we wished to cancel our contract with them for their failure/inability to provide the contracted services, they continue to bill us a fee every month, even though we no longer process any transactions through them, and are unable to do so In addition to the monthly fees, they insisted that any attempt to end the contract would result in hundreds of dollars in Early Termination FeesTheir response that they "had made the decision not to bill an early termination fee" (EFT) is an outright lie Please see the email attachment I have provided above This has been the only communication I have received in writing from their "Customer Service" department, prior to my reaching out to Revdex.comThe email reads: DBA: Strong & Strong Attorney MID: [redacted] Hi [redacted] Reaching out to you so I can inform you that your request to have the ETF waived, has been denied If you have any questionsGive us a call [redacted] Customer Service Specialist 949-861-Option 949-861-Fax www.MerchantSvcs.com I will continue to press this claim until they reverse the monthly fees they have charged us since November of 2014, AND provide a statement in writing to us that they will NOT charge us an early termination fee Regards, [redacted]

Our contracts specifically outline the pricing, length of contract, and terms of the agreements Upon receiving this posting, we reviewed the contracts and found the owner signed or initialed all pages of the contract, including the merchant processing agreement, terms and conditions, lease agreement and confirmation checklist – all indicating the contract length Our technical calls, where a customer receives and activates a terminal system, are recorded for quality assurance purposes On the recorded call, we outlined the pricing and terms, as well as noting that it is a non-cancellable agreement We’ve confirmed that Mr [redacted] is the person on the recorded call and that the pricing and length of the contract were discussed on the call There is no question, after reviewing the contracts and the recorded call, that the terms were clearly disclosed to Mr [redacted]

Merchant shipped us their old POS system (not ours) They thought by shipping that it would close their account There was no notes or indication as to who the equipment belonged to and when calling the phone number on the shipping label, they did not respond When we received the Revdex.com posting, I read the notes on the account and saw a message about boxes being shipped to us via [redacted] and put it together that those boxes belonged to this clientI spoke with the client; instructed her she sent use equipment that is not ours and I am returning it COD to herAfter speaking with her, we have closed her account in good standing

Upon receiving the posting we contact the business to better understand their concern In speaking with the merchant, the document they were describing that gave us permission to install the equipment was exactly that – an installation verification form We reminded them of all the agreements executed over years ago and provided a copy of the third-party lease agreement to review In a follconversation, the merchant confirmed they did remember executing the third-party lease agreement and will contact the leasing company regarding their questions As for their comments regarding their account being sent to collections, the merchant defaulted on their payment obligation to the leasing company which resulted in collection efforts on the part of the leasing company As of this posting, their account with Merchant Services has been closed in good standing with no balance due

We believe this posting belongs to a different company It should be sent to [redacted]

We have reviewed this customer’s posting a find that there are a number of items that do not match the facts, documents and audio recordings that we have on file To address the customer’s specific contract related claim that her contract for a cash register system was somehow forged is simply not true and defies logic Our records illustrate the following: This customer entered into an agreement for a full cash register system, complete with display, printer and cash drawer, for use at their place of business in June This customer actively and regularly used the system for approximately a year During this period in time, they paid all bills for credit card processing as well as the lease Twenty four separate payments were made while they actively used the system During this period of time, we also have several documented instances of the customer calling in to customer service and securing the assistance of our technical team to install and modify software applications on the cash register system that they were using During this full one year period, and during all of these calls, no claims or complaints were made about the contracts, payments, or systems they were using It was clear that they were actively using the device as well as the various software functions that we assisted them with installing Approximately one year into their agreement, one of the business partners called us and indicated that they were considering closing their retail location and moving to an online only sales environment, and as such they didn’t need the cash register system anymore (Research shows that the customer’s website and [redacted] page does indicate that she has since moved away from the original physical location of the business, and the new address does not appear to be a retail storefront) We provided the customer with options – they could identify another business and transfer the hardware and lease over to that business (and we would assist them with the transfer process), they could buy out and close the existing contracts, or they could continue to pay the contracts until their initial term was complete Only at this point – one year into their relationship, when they had indicated that they were considering closing their retail location – did they surface these allegations about not authorizing a contract This statement defies logic in that they received, and actively used, a cash register system for a year – which would not have occurred unless they entered a contract for that expensive device A review of the contracts reveals the following: We executed an original agreement with one of the business partners in June For credit-related reasons, the contract was declined We have maintained this document, and the signatures match the driver’s license The business partner decided to ask her other business partner to execute a new iteration of the contract We also maintained this copy and the signatures match This occurred in early August of – approximately six weeks later This undercuts any argument that ‘a contract was signed in a rush of confusion.’ Our policy, when activating contracts, is to gain permission from the customer to tape record the equipment installation process We created a recording during the installation of this customer The voice on the recording belongs to the same business partner that signed the contract In the recording, the signer confirms receipt of the equipment, including the serial numbers Additionally, the leasing company conducts its own recording Notes indicate that the leasing company created their own recording confirming the desire to commence the lease as well as the terms and pricing was conducted with the signer Audio recordings, including receipt of the equipment, confirming the pricing, term and other related matters undercuts any argument about not being aware of a contract or its price Offering verbal confirmation that you executed the contract undercuts any argument that you didn’t enter into a contract We serve tens of thousands of customers, maintain an A+ rating with the Revdex.com, as well as a stars out of star rating from existing clients as determined by a separate third party reviews company We are proud of our customer service activity This customer indicated to us that she wanted to close her retail location and get rid of her cash register system We completely acknowledge her right to do so, and we provided her with steps on how to handle her open, partially completed contracts for service Her contract, claims only surfaced after she apparently made the decision to leave her location, they are not supported by the voice recordings and contract copies that we retained, and they only appear to be a tactic for existing contracts midterm We find no wrongdoing here on our part nor any evidence that supports her claims

We appreciate the feedback provided by the client and will review the phone tree to ensure proper routing

As indicated in the previous posting, we are working directly with the business on the balance that is due The new controller will be executing new agreements which would serve to release Mr [redacted] of any further liabilityThis process is currently underway We would refer the posting party to their prior employer for further details since this ties to a personnel matter

Upon receiving the posting, we reviewed the account and inbound call logs The statements in the posting are inaccurate statements We spoke with the customer on an in-bound phone call on March 23, and forwarded documents to his attention There is a phone record and outbound mail record of this interaction On April 20th, four days after this posting and prior to receiving it from Revdex.com, the poster called into our customer service team requesting a cancellation form and we show email documentation to his attentionAs for the posters request to close his account, based on this posting, we have closed the posters account ending in [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***

We have been working with the client on their accountWe have made a few attempts this week to update the programming in their terminal, but have been unsuccessful in reaching the client Please have her contact us, should you speak with her

Prior to receiving this posting, we had been working with the client regarding their closure request A resolution was reached which resulted in the closure of the account, and the closure was processed and a credit was issued on October 4th, within two weeks of initiating work with the customer We confirmed the actual cycle of the refund as having deposited to the customer account This issue was resolved October 4th Monthly account billing cycles automatically run on the first of each month for the prior month Since this business was still registered as an active account in our system, it was therefore included in a monthly ACH billing file that posted (the reference of the $48.12) This was a function of a separate billing process running simultaneously during the resolution process referenced above We agree that, from a perspective of intent, we were working through a closure process, and the $that automatically cycled for billing in October is not something that we would consider due from the customer – it has since been refunded Since this account was closed, this account has been deactivated and is not subject to any further fees We recognize the confusion these two overlapping billing processes created This was not intentional, nor a reflection of business ethics – it was the function of scheduled automatic billing cycles – we agree with the customer in that the fee, in light of the process we were working on, was not due We extended our apologies for the impression it left

In April 2015, the poster contacted our Customer Service team to request a pricing reduction on their account and our Customer Service team reviewed the monthly billing with the Client During the discussion, the Customer Service Agent indicated that with a renewal of their contract with us, we would be able to accommodate their request for lower pricing A renewal form, with the new pricing, was emailed by us to the customer She opened the email – printed the form at her business – and then faxed it back to us from her business fax the same day The form lists the original pricing, the new reduced pricing, accompanied by the statement “I agree to the renewal of the Merchant Processing Agreement at the reduced rates outlined above.” The merchant signed and dated it – of their own accord to secure lower pricing – and returned it to us When the original Merchant Processing Agreement was executed in 2012, the merchant agreed to our standard term of months With the execution of the renewal of their Merchant Processing Agreement, they renewed their agreement for a period of months, the same as the original agreement In no way does the agreement mislead clients as it clearly states “Renewal” throughout the document

Theft from Business account after dropping them as processor They have been taking $per month out of my business account for years after we quit using them as our credit card processorThey admitted they found the problem but refused to fix it and are still trying to take money out of my business account every month for services that we are no longer using or have used in years

We are sorry to hear of the challenge the poster had with their credit card terminal. Prior to the shipment of any new or replacement terminals, a test transaction is conducted to ensure the equipment is in working order. In June, when the new equipment was delivered it was functioning... for a few months and live transactions moved through our system. Our records show that the sales agent did indeed incur a portion of the cost for the terminal. In September, we see system disruption information from the business location, indicating problems or intermittent down time or dips on phone / internet lines. We see periodic system disruption events in September and October – likely from the building’s internet / phone providers. When these events occur, the processing system cannot function. We recognized that the disruptions, regardless of the source, were an inconvenience to the business operations, and had made the decision not to bill an early termination fee. This was never billed. We do not cover IT department fees for events related to site infrastructure and services.

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me, with this particular businessThankfully Merchant Services provided me with a copy of the third party lease so that I can finally see what I had signed three years ago, but I still have complaints of fraudulent misrepresentation/ unconscionability about [redacted] and will file a separate complaint about this companyI will also contact [redacted] about my complaints as I do not have any questionsAs for Merchant Services, I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

RevDex.com: I have reviewed the response made by the business in reference to complaint ID 11004160, and find that this resolution would be satisfactory to me. We did receive the refund of both the $0.10 charge and (contrary to what I was told by [redacted] ) the $100.00 charge; only after contacting the BBB. Thank you for working so diligently to get this resolved. Regards, [redacted]