National Debit Card Network

We have reviewed complaint # [redacted]. In reading the complaint, the merchant describes conversations they had with the sales representative concerning certain rates and fees that they were not to pay or that would be waived on their account. Since I wasn't present during those conversations, I will...

not comment on whether the details described by the merchant are correct or not. I will simply refer to the agreement, which is signed and agreed to by the merchant, which shows all of the proper rates and fees which will be charged. There is a reason we do not conduct business verbally, as this is a regulated industry and we make sure that all rates and fees are clearly spelled out in the agreement and that the merchant agrees to and signs the agreement. They affirm and sign that they have read and understand the agreement. We have followed the agreement and all rates and fees were charged correctly.When the merchant called our Customer Service Department, we reviewed her issues as well as reviewed the account in full. As a courtesy, members of the service group did reduce some of the fees as well as credit back over $120 in charges. Again, this was done as a courtesy as the account was being billed properly as per the signed agreement. When the merchant chose to close the account, the account was closed and, again, we followed the agreement and did not charge the standard termination fee which is included on every agreement because the sales representative got approval to waive this fee and it was clearly written in the agreement that it was to be waived. Again, we followed the signed agreement and did not charge any termination fee.Based on the review of this account, we followed the signed agreement, actually lowered some fees as well as issued credits already as a courtesy and have not yet charged for the free equipment that this merchant was sent to use as long as they processed with us. The equipment in question---a credit card swiper--- was to be returned when the account was closed. We have not yet received this equipment nor has the account been charged yet for the unreturned equipment even though it is past due. I have contacted our Accounting Dept that I will seek return of the equipment and will follow up with them concerning any charges to be assessed for this equipment. To keep from being charged, the equipment should be returned within 10 business days to:National Debit Card Network, Two Huntington Quad [redacted]. Please put it to the attention of Jim Perri so that the account can be properly credited for the return of the equipment.

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 accepted. I 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# [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 you. this clearly shows that national debit attached funds from my account. I 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 account. With this said there withdraw from my account was not legal and we had never done business and it had been over 7 months since I had any contact with this company. they told me that they were charging me for card readers, my question to them was why did you not contact me in 7 months if you want them back ? no email - no call - no letters asking for anything. I was shocked to find this withdrawal and as I have stated it took a be of time to find out who did this. there 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 $105.00. Again, I attached copies of the contract stating their was no cost for readers they were for free. The 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 place. regards[redacted]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

I have read the response from the merchant and must reiterate certain facts. It 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 environment. This 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 merchant. The merchant states we closed the account without a phone call. This is incorrect---in fact, we left 11 messages including one contact with Michael on 12/**/2015 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 account. The termination fee was charged as agreed to in the contract because we were forced to close the account before the agreed upon three year term. As we stated previously, we are in business to help merchants accept electronic payments. Our goal is not to close accounts, but we must adhere to our responsibilities as a processor. In 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 contract. If 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 fee. We 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.

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 $450 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 $150 in penalties. Now [redacted] says he has the equipment and disc.  [redacted] stated on 3/** 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]
[redacted]

We have read the complaint submitted by the merchant. In it he states he was unaware of having to pay $51 every month. This fee is incorrect as there is no set fee for $51 that they would be charged each month. This account has minimal fixed fees and the additional costs would be based on his...

processing. The 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 opened. The 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 agreement. Currently, the merchant has free equipment which was sent to them to use with the account which must be returned. Also, 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 14 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 possible. I 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[redacted]

Is a RIP Off company they hide charges also after I submit my info to them I have charged in all my accounts in different s banks from WESCO" hundreds of dollars! Can't find the real source !

Review: I contacted national debit card network in sept 2014 to inquire about using them for a Credit card processing company.We spent several weeks trying to see if they were compatible with my POS system. After much research between the POS company and national debit card network they discovered there system would not work with my system. National debit card network send my two card readers for my phone. First of which did not work, the second one work but was never used as are systems were not compatible.I have a signed contract stating the card readers were for free, this is a hand written addendum signed by the companies sales rep [redacted]. Last week I recieved an overdraft notice from my bank for a withdrawal of $450.00 from National Debit Card network. this withdrawal was almost 7 month after we closed our business relationship. after contacting the national debit card network they told me the charges were for the to readers that were not returned. I sent them a copy of the contract with addendum showing they were for free. My bank reversed the $450.00 after recognizing the withdrawal was not legal. I contacted national debit card network requesting they refunded the $105 in overdraft charges they cause in my account. they have refused to discuss it and claim it is not the policy to make any returns. I have a complete copy of contract with them stating readers are at no charge. I am currently out $105.00 from a company that took money out of my account after 7 months and claimed they are due the card readers. I would have be happy to return them as they of of no use to me however I have to wonder why it took the company that said in writing the readers are free to decide to take money out of my account with no contact with me at all. not one letter - email - or phone call requesting them back. Please help me or at least make sure some other person doesnt get taken advantage of by an illegal withdrawal from there account. I am also filing a suit in small claims court thank youDesired Settlement: Refund balance of NFS Charges in total of $105.00

Business

Response:

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 $450 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 $150 in penalties. Now [redacted] says he has the equipment and disc. [redacted] stated on 3/** 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]

Consumer

Response:

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 you. this clearly shows that national debit attached funds from my account. I 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 account. With this said there withdraw from my account was not legal and we had never done business and it had been over 7 months since I had any contact with this company. they told me that they were charging me for card readers, my question to them was why did you not contact me in 7 months if you want them back ? no email - no call - no letters asking for anything. I was shocked to find this withdrawal and as I have stated it took a be of time to find out who did this. there 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 $105.00. Again, I attached copies of the contract stating their was no cost for readers they were for free. The 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 place. regards[redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

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.

Review: I was contacted by this company and they requested a meeting with their sales person, Peter D[redacted] to discuss changing our merchant service account to them. At my meeting with him he promised us a 2.2% processing fee on our credit card transactions and various other perks that their company offered. This would have been a 1.% savings over our current processing service and we felt it was worthwhile to make the change. I spent at least an hour with him and subsequently several hours setting up the new processing system and learning to use it. We signed the contract on the [redacted] and I processed my first credit card on the [redacted]. When the payment hit the bank I realized that the merchant deduction was substantially larger than the 2.2% I had been quoted. I called their office and was told that on "rewards" card there is an additional 1.93% charge. Unconscionable!!!

Our customers provide their credit card numbers over the phone or by mail and I never see the cards. I would have no idea if they have a "rewards" card or not and I believe there is almost no card issued that does not have some "rewards" attached to it. For them not to advise me of that up front is deceitful and borders on illegal representation.

The contract I signed was a very poor copy and difficult to read as well, I'm still not sure if the fine print actually states the additional fees.

I don't think they should be allowed to advertise their company fees as the 2.2% without complete disclosure of the additional fees and I believe those fees will be charged on virtually every transaction to make matters worse.

When I told them I wanted to cancel the account they made no offer of an apology or attempt to ameliorate the situation in any way. Customer satisfaction is definitely not their first priority.Desired Settlement: I cancelled the account yesterday and I do not want to have any repercussions or charges made to my account. I believe they really should refund me the $75. I paid for the activation of the account but at this point I'm willing to chalk it up to a bad experience.

I certainly will not pay any additional charges to them.

Business

Response:

In regards to this complaint (#[redacted]), [redacted] states that her base rate quoted by our sales representative was 2.2% yet she was charged more for Rewards cards. Like 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, etc. all 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 [redacted] signed, it clearly states different rates and fees for certain types of cards will be charged. In the same contract [redacted], 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 $75 back to [redacted] 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[redacted]