Merchant Services

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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 correctly. WE 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 internet. We 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 terminal. Merchant 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 Fees. Their 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.com. The 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 questions. Give us a call.
[redacted]
Customer Service Specialist
949-861-4000 Option 1
949-861-4444 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]

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]

The account was opened, ready to use and equipment was shipped to her for installation.  As the account was open and she was in possession of the equipment, the monthly billing for an open and active account was started – the delay was caused by Ms. [redacted].  As stated in our previous response, we have issued call tags for the equipment to be returned to us and we have issued refunds which Ms. [redacted] should see deposited into her account prior to September 30th.

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 36 months.  With the execution of the renewal of their
Merchant Processing Agreement, they renewed their agreement for a period of 36
months, the same as the original agreement.
 
In no way does the agreement mislead clients as it
clearly states “Renewal” throughout the document.

Upon receiving the posting, we reviewed the account and contacted Ms. [redacted].  The new chip-and-pin credit cards were launched in the United States.   This new card brand designed also created a chargeback liability for business owners, and [redacted] published new standards...

requiring businesses to update their terminals to accept these new cards. In 2015, the new hardware systems (due to restricted supply) ranged from $400 - $900, depending on the complexity of the system. As a long standing customer, we gave Ms. [redacted] the opportunity to purchase the new system to complete the required upgrade, or we would cover a portion of the costs of the system if the customer renewed their commitment to process with us for an additional 3 years.  The agreement indicated that if the customer decided to exit their renewed agreement early, that they would billed for the equipment costs that we had incurred, since they were not completing their contract term with us. This company selected the option where we would carry the costs for them, and they would renew their agreement.   They executed contracts to this fact, deferring 80% of the cost for the system to us.   This was a cost we incurred, on their behalf, in recognition of our longstanding business relationship – and a cost that we would not be able to recoup. Ms. [redacted] accepted the new equipment and began to use it at her business. In 2016, Ms. [redacted] notified us that she intended to switch to a different provider.   We notified her that since she was exiting prematurely – and in this instance, since we had incurred a cost on her part that we would not be able to recoup – that the agreed upon early termination fee would apply. We had agreed to cover the costs if the business remained a customer of ours, and clearly outlined in the agreement that they had the right to exit, but if they did so prior to us recouping the costs, they would pay for the costs at the time of exit.   We could not afford to stay in business if we were offering free equipment to businesses that then took the equipment and departed shortly thereafter. Ms. [redacted] was also under the impression that her original lease agreement from 2013 also renewed, which is not the case. In speaking with Ms. [redacted], we were able to clear up any confusion that she had regarding her account and is satisfied with the outcome of our call.

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 ($200 for the Charge Anywhere and $100 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 documents. In summary all fees were properly disclosed and signed for by Mr. [redacted].  We are unable to identify any instances of fraud as referenced in the posting. In speaking with Mr. [redacted], we have reviewed and addressed his concerns and he is pleased with the outcome.

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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The business response does not release me personally as liable for any outstanding balance charged to the Pittsburgh Athletic Association.  Regards,[redacted]

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 3 years ago and provided a copy of the third-party lease agreement to review.   In a follow-up conversation, 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.

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 business. Thankfully 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 company. I will also contact [redacted] about my complaints as I do not have any questions. As for Merchant Services, I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

We conduct in-person business meetings at prospective clients.  We firmly believe that in-person meetings where business needs can be accurately assessed, is a very ethical and appropriate way to service our clients.   Our call center books appointments for those business consultants –...

which is the call this poster is referencing.   While businesses do not fall under the requirements of the Do Not Call list, as a courtesy, we have placed the phone number indicated on the compliant into our internal Do Not Call list. This is not an immediate process which is why there was an additional call after the request was made.  This should satisfy the posters concern.

From: [redacted] <[redacted]>Date: Sat, Jun 6, 2015 at 10:52 AMSubject: complaint # [redacted]To: "[email protected]" <[email protected]>With regard to the complaint listed above, I have been unable to access my email for the last 10 days as I have been traveling, and as such did not see the response from Merchant Services.  Their proposed settlement is acceptable, provided that we receive their check as promised.  I was not able to respond electronically to your email, as you have already closed the case.  Please let me know how to proceed from here.Thank you,[redacted]

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.
The Salesperson for Merchant Services represented the agreement as a 2 year contract.  That term is over.   Merchant Services has agreed not to charge me the "Cancellation Fee" for closing my account, but they intend to continue billing me for two more years for the "lease"  that was sold with my merchant account.   That is not a satisfactory resolution.
Regards,[redacted]

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 liability. This process is currently underway.  We would refer the posting party to their prior employer for further details since this ties to a personnel matter.

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 Revdex.com. Thank you for working so diligently to get this resolved.
Regards,
[redacted]

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.

We have attempted to contact Ms. [redacted] on both the business and cell number with no success. The Docusign is void as, previous mentioned, the account has been closed, we have issued call tags for the equipment to be returned to us and we have issued refunds which Ms. [redacted] should see deposited into her account prior to September 30th.Any further communication should be via phone to us at [redacted].

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.

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]