National Debit Card Network

In response to [redacted] ’s allegation that he had no contact with the National Debit Card Network in months is completely false As with most progressive companies in this day and age, each and every call call to our customer service team is recorded and attached to our CRM system Conversations occurred between [redacted] and our team on the following dates: 10/**, 10/**, 10/**, 10/**, 10/**, 10/**, 10/**, 11/*, 11/*, 11/*, and 11/* Furthermore this does not address the issue at hand [redacted] said that at first he didn't received the swipers (2) and software (sets), then said he threw them out, then said he has them but won’t return them We would like [redacted] to return the equipment so we can bring resolution to this matter

We read the complaint filed by this merchant as well as reviewed the account history.It would seem that two accounts related to this business were signed for at the same timeOne acct-- [redacted] ***-- was opened by [redacted] and a second [redacted] was opened by [redacted] [redacted] The Used Cars acct was closed fairly quickly after the agreement was signed, butnot before we processed the application as requested when it was submitted and incurred set up costs for the accountThe second account--Used Cars Notary--was opened, used and remained open for about five months.The merchant states that they were told that there was no contract and that they would not be billed certain feesWe reviewed both signed agreements and allfees were disclosed as well as the fact that this was a contract and that there was a $termination feeThe fees for processing as well as the information regarding the termination fee are clearly stated on the actual signature page the merchant must sign in order to submit the agreement.All fees were charged in accordance with the agreement termsAlthough both accounts did have a termination fee and should have been charged a termination feewhen they were closed, as a courtesy we waived the termination fee on the Used Cars accountEven though the account was set up on our systems, generated fees andshould have been charged a termination fee when it was closed, since it was only opened a short time and they still maintained the second account, we waived thetermination fee as a courtesy

National Debit Card Network has thoroughly reviewed the complaint made by [redacted] at [redacted] in [redacted] Our deployment department shipped a mobile card swiper to [redacted] on 10/* At the same time, we shipped him special software that he requested Both items were given at no charge We received [redacted] confirmation both were delivered on 10/* When we called [redacted] to help him train and install the equipment, he stated he never received it even though delivery was confirmed We shipped a second mobile card swiper along with special software CD to [redacted] on 10/** Again at no charge After a month of trying to get him set up properly, he finally called and said that the software was not compatible with his POS system and wanted to cancel his account We spoke to [redacted] and offered to waive the early termination fee and cancel the account amicably as long as he returned the equipment [redacted] told our customer support team that he threw both swipers and the software disk in the garbage Policy clearly states that all free equipment must be returned if no longer processing through our company When we were told that he discarded the equipment and disc we collected $which is the cost of the equipment and the CD Obviously [redacted] did not have the funds in his account and his bank charged him $in penaltiesNow [redacted] says he has the equipment and disc [redacted] stated on 3/ [redacted] that he doesn’t have to give back the CD or equipment and will contact the Revdex.com At this point, [redacted] is being totally unreasonable All National Debit Card Network is asking is for [redacted] to return the equipment and the CD [redacted]

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 and the matter has been resolved Sincerely, [redacted]

I have read the response from the merchant and must reiterate certain factsIt is our responsibility as per the Associations that govern the actions and policies of all processors as well as all merchants who accept credit cards that we as well as the merchants must do whatever we can to maintain a secure processing environmentThis would include having a fully functional, encrypted credit card terminal out in the public but not able to verify that it is in the possession of the proper merchantThe merchant states we closed the account without a phone callThis is incorrect---in fact, we left messages including one contact with Michael on at 4:57pm where he asked our customer service representative Donna to call back in the morning.Since we were unable to speak to the merchant to verify the terminal working at his location under his control we were forced to close the accountThe termination fee was charged as agreed to in the contract because we were forced to close the account before the agreed upon three year termAs we stated previously, we are in business to help merchants accept electronic paymentsOur goal is not to close accounts, but we must adhere to our responsibilities as a processorIn fact, the offer to reimburse for the termination fee if the merchant does wish to go ahead and process as was agreed upon proves we want to do business and want to follow through on the signed contractIf all we wanted to do was collect a termination fee then we would not have gone through the efforts of so many attempts to contact the merchant and offer to credit back this feeWe have done everything we could to follow through on the contract and the offer to the merchant to proceed with an account still stands as well as the courtesy to credit back the fee if he wishes to proceed

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: The seller did not indicate there was any term for this service, resulting in a termination fee Cell phone companies make their service contracts very clear in this respect.The national debit card network did not disclose the full facts , and therefore misleads the public, into entering a contract I never utilized their service, and requested any fees reversed I was not made aware of the terms of their contract In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because** [redacted] ,I had attached a copy of my bank statement and copy of addendum with this company to youthis clearly shows that national debit attached funds from my accountI was able to have my bank reverse national debits illegal withdrawal from my bank account after a few days of research discovering that it was national debit that took money out of my accountWith this said there withdraw from my account was not legal and we had never done business and it had been over months since I had any contact with this companythey told me that they were charging me for card readers, my question to them was why did you not contact me in months if you want them back ? no email - no call - no letters asking for anythingI was shocked to find this withdrawal and as I have stated it took a be of time to find out who did thisthere was no phone number or contact to the withdrawal.Because I was never informed of this company attaching money from my account it caused an over draft charge of $Again, I attached copies of the contract stating their was no cost for readers they were for freeThe reason I did not use this company for my business was there software was not compatible with my POS system - had they told me this in the begining none of this would have taken placeregards [redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

We have read the complaint submitted by the merchantIn it he states he was unaware of having to pay $every monthThis fee is incorrect as there is no set fee for $that they would be charged each monthThis account has minimal fixed fees and the additional costs would be based on his processingThe rates and fees, as well as the termination fee amount and conditions are all clearly stated on the agreement which is signed by the merchant before the account is ever processed and openedThe page of the agreement which shows these fees is also the signature page which must be signed and therefore is viewed by the merchant.The account is now closed as requested and any fees charged were in accordance with the signed agreementCurrently, the merchant has free equipment which was sent to them to use with the account which must be returnedAlso, as part of the agreement and signed by the merchant, is a free equipment addendum which states that after the account is closed the equipment must be returned within business days or the merchant agrees to be billed the purchase price.In order to stop the billing for the equipment, the merchant would need to return the equipment he received as soon as possibleI suggest that it be sent directly to my attention so that I can credit the account for the returned equipment properly.Please send to:National Debit Card NetworkOne Huntington Quad [redacted] *** Attn: Jim P***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I appreciate the company's response relative to not being able to respond to conversations held between myself and [redacted] the sales representative I am attaching some of the texts that I had with [redacted] regarding the account I understand the company's stance relative to my signing the contract, however when I met with [redacted] he stated that the contract could not be altered but that he would include an addendum that would clarify and state waivers on fees other than 1.5% on charges that I acceptedI will also include a text from [redacted] stating that I did not need to return the credit card swipe unit, but will gladly do so I considered [redacted] the sales representative to be honest, truthful and able to act as a reputable representative to the NCDN company, which obviously was my greatest mistake I continue to feel that the company should in good faith return the amount that I have requested, to honor the original agreement made between myself and their representative In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]I am continually surprised that the business continues to question what my agreement was with my representative, but wonder why they will not call him directly and find out what he agreed to with me so that they could respect and honor this agreement. Yes the company did reimburse me for some of my fees but they still do not and are not honoring the agreement that I entered into with the company representative. I continue to believe and state that this is a dishonorable, and disreputable company that allows their sales representatives to mislead their clients, only to have the company disregard said agreement. I am a small business, and the fees were absurd and no small business person would agree to such fees. Again, I am respectfully requesting reimbursement in the amount requested earlier. This amount takes into consideration the 1.5% agreed upon fee for use to be retained by the company. The company acknowledges that the sales rep stated that I did not need to return the equipment, but do not acknowledge or request from the rep clarification on our fee agreement. I have no need for their equipment, but will not pay for mailing it to them. I appreciate their willingness not to charge me for this equipment, but will gladly return it to them if they send me a postage paid envelope for its return. I am still dissatisfied with the company's response
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

We have read the complaint submitted by ** ***In his complaint, he states he never activated the account and should not have been chargedThis information is not entirely correctas the account was set up and activated and ready to use based upon the merchant signing the agreement and
contract to process through our systemsOnce an agreement is signed, we are obligated to process the application and, if approved, set up the account on our systems, ship out equipment, and make sure the account is tested on our end and ready to processThe account is live at this pointand ready to be usedThe termination fee which the merchant referred to is agreed to by signing the agreement and is charged if the account does not stay open for the minimum three year termThis isto make sure we have at least recouped the costs incurred with setting up the account initiallyThe monthly fees were charged because the account was set up and ready to use and was incurring costsbased upon being an active account on our systemsWe had attempted to contacted the merchant numerous times between December *, and Jan **, in order to answer any questions and offer any initialtraining he may have neededWe left over a dozen messages regarding the account but never received a return callAgain, the account was already set up and active at this pointThis was already done as per the signed agreementBecause the account was active and ready to use to process credit cards, not being able to reach the merchant for almost two months became a security issue as we were not able to verify the security of the accountThis is why the account was closed and the fees chargedAs stated, we made numerous attempts to contact the merchant before this action was takenThis is also why we had told the merchant after he finally contacted us that if he did indeed wanted to continue to use the account we would re open the account and make arrangements to credit back the termination fee at that timeWe are in business to allow merchants to process electronic payments and did all we could to help this merchant do thatAt this point, after so many months, we would need an updated application to be submitted and processed to open up a new accountIf the merchant is interested in doing so he can feel free to contact me directly at *** to start that process

As stated previously, we have done everything contained in the contract as well as spent much time trying to reach the merchant directly, to which he denies we ever reached him, to make sure the account was up and running and secureWe feel we have extended ourselves in order to resolve the issues but the merchant seems to not wish to work this out as is the purpose of the Revdex.com processOther than the credits and all the extra work done by our merchant support team already, we have nothing else to offer as it seems the merchant is refusing to be a part of any resolution effort

In regards to this complaint (#***), *** *** states that her base rate quoted by our sales representative was 2.2% yet she was charged more for Rewards cardsLike all other credit card processors, merchants are charged a base rate for standard cards (in this case 2.2%) however, there
are different rates for different types of cards For instance, Reward cards, corporate cards, travel cards, etcall carry different rates and surcharges This is standard across the industry regardless of the processor When a rate is quoted, it is the base rate that is quoted However, as stated the contract which *** *** signed, it clearly states different rates and fees for certain types of cards will be charged In the same contract *** ***, an early termination fee will be charged if the contract is terminated before the term length stated As a courtesy and to keep good will with the merchant, when she requested National Debit Card Network close the account, we waived that ETF which is normally charged and included in the contract In addition to waiving her ETF, I just put through the request to refund the $back to *** *** that she requested in the complaint stating “I believe they really should refund me the $75.” We hope this complaint has been satisfied based on the above information, please let me know if you need anything further.Thank you,Greg S***

We have reviewed the complaint submitted and have also reviewed all documents submitted for the opening of the account to process credit cards.While the merchant states they were told there would be no fees charged unless she used the acct, we have no such programs available as justhaving an account
in an open status costs us and therefore generates feesBecause, as the merchant states, her business does not process manycredit card transactions, she was signed up under a special program that we offer which has minimal feesMost fees that are normally chargedto accounts were waived for this particular merchant based on her limited processing The merchant also states that, in regards to the termination fee, that "Had I been made aware of this I never would have signed the contract, and nowI am angry that they withheld the facts from me." I actually take offense to that statement---especially stating that we "withheld the facts"The truth isthe termination fee, as well as all of the fees, are clearly shown on the page of the agreement where the merchant signsThe basic application includesthree pages but we especially make sure that the fees---including the term fee---is shown on the very page that requires the merchant signatureThe agreement clearly states that the merchant has read the agreement, including any terms and conditions, and agrees to be bound by the agreement.Again, this is where the merchant actually signs for their acceptanceAs stated previously, we extended the courtesy of an extremely low cost processing account to this merchantWe are saddened by the fact that they decided that even those minimal costs were too high and closed their accountThe termination fee was charged as per the signed agreement based on the merchant's actions in closing the account before the initial term was finished

We apologize for any delay in responding but we needed additional time to review the complaint from ** *** and, as a courtesy, have decided to credit back the termination fee chargedThe merchant will receive the credit within business days back to the bank account which was debited

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
No where in our contract does it say that they are allowed to closed my account and charge me over $ Even my sales rep that set me up had never heard of this happening A company shouldn't be able to charge me monthly fees that we paid and then deactivate my account and charge me $direct withdrawn from my account with out a phone callAlso I have had talked to my sales rep at least times in that time period 100% wrong way of doing business Then to take away the take the charge back if I go back to the company is ridiculous and wrongAbsolutely awful company to work withI should be credited the $back for a wrongfully cancellation fee
*** ***

In response to [redacted]’s allegation that he had no contact with the National Debit Card Network in 7 months is completely false.  As with most progressive companies in this day and age, each and every call call to our customer service team is recorded and attached to our CRM system.  Conversations occurred between [redacted] and our team on the following dates: 10/**, 10/**, 10/**, 10/**, 10/**, 10/**, 10/**, 11/*, 11/*, 11/*, and 11/*.  Furthermore this does not address the issue at hand.  [redacted] said that at first he didn't received the swipers (2) and software (2 sets), then said he threw them out, then said he has them but won’t return them.  We would like [redacted] to return the equipment so we can bring resolution to this matter.

We read the complaint filed by this merchant as well as reviewed the account history.It would seem that two accounts related to this business were signed for at the same time. One acct--[redacted]-- was opened by [redacted]and a second ** [redacted] was opened by [redacted]...

[redacted]. The  Used Cars acct was closed fairly quickly after the agreement was signed, butnot before we processed the application as requested when it was submitted and incurred set up costs for the account. The second account--Used Cars Notary--was opened, used and remained open for about five months.The merchant states that they were told that there was no contract and that they would not be billed certain fees. We reviewed both signed agreements and allfees were disclosed as well as the fact that this was a contract and that there was a $295 termination fee. The fees for processing as well as the information regarding the termination fee are clearly stated on the actual signature page the merchant must sign in order to submit the agreement.All fees were charged in accordance with the agreement terms. Although both accounts did have a termination fee and should have been charged a termination feewhen they were closed, as a courtesy we waived the termination fee on the Used Cars account. Even though the account was set up on our systems, generated fees andshould have been charged a termination fee when it was closed, since it was only opened a short time and they still maintained the second account, we waived thetermination fee as a courtesy.

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 and the matter has been resolved.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The seller did not indicate there was any term for this service, resulting in a termination fee.  Cell phone companies make their service contracts very clear in this respect.The national debit card network did not disclose the full facts , and therefore misleads the public, into entering a contract.  I never utilized their service, and requested any fees reversed.  I was not made aware of the terms of their contract...
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]