National Payment Processing, Inc

Review: NPR charged us wireless access fees for over a year for a terminal they never requested back and infact said was ours until we closed the account.

NPR has been chargning us for over 1 year for wirless access fees on a terminal that is no longer operational since they recommended we start processing using an 800#. We were instructed at the time we went to the 800# that the terminal could be kept as long as we had the account. At no time did they request we return the unit nor did they indicate we would be charged an access fee/month. When it was discovered we were being charged monthly we contacted Merchant Services who advised we can't even use the terminal as long as we are processing using the 800# (it is one or the other). They recommended calling NPR. NPR said if we returned the unit a refund would be no problem. We promply returned the unit. When we called regarding the refund we were repeadly given the voice mail of [redacted] who never returned any of our calls. We were then sent an email to communicate via an online ticket system where they promply idicated our reqeust for a refund was denied! End of Story. They offered no refund.Desired Settlement: We are seeking a refund of $220.00 ($20/month for 11 months).

Business

Response:

Business' Initial Response

Contact Name and Title: [redacted]

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@nationalpaymentprocessing.com

With utmost sincerity we are sorry that the merchant [redacted] has had to endure a frustrating situation that this issue has turned into. Upon review of her account we can validate that on 12/1/2010 [redacted] signed a rate adjustment form to have her wireless access fee removed. On 12/18/2009 [redacted] signed a free terminal placement agreement that explains if NPP does not receive the terminal back upon termination of account, (which also includes changing of account), then charges will be placed to compensate for the cost of the terminal. [redacted] signed this as part of her agreement to begin services, and she was charged the wireless fee because the terminal was still in her posession and not returned to our company as it should have been due to the agreement signed. I have e-mailed a copy of both forms to the Revdex.com, and it plainly states what I have addressed in this response.

Thank you

Consumer's Final Response

(The consumer indicated he/she DID NOT accept the response from the business.)

The agreement states....."This agreement allows the merchant to use a terminal free of charge as long as merchant is processing throught NPP." In which cass we are still process through NPP. It further goes on to state...."Upon termination of the merchant account, merchant agrees that the equipment must be returned to NPP coporate head quarters." We did not close our merchant account. The agreement does not indicate that the terminal needed to be returned during a change of account, which is what we did.

Orignally I requested a refund of $220.00 (11 months worth of wireless access charges) since we were told that we made the change in 2012. Now looking at the docuemtnation provided it is clear we made the change in December 2010 which would indicate a refund amount of $600 (30 months at $20/month).

Business' Final Response

Hello. [redacted] clearly indicated that she was switching from a wireless account to a dial pay account months ago, thus terminating the need for a wireless terminal. The wireless terminal associated with the account was no longer being used, it was inactive, and therefore the merchant was no longer processing on the terminal through NPP.

The terminal has a cost of $700.00 and there is a hard monthly cost to us of $20.00 per month for the wireless service. We of course pass this cost to the merchant as long as they have our terminal. The terminal is the property of National Payment Processing and should have been returned to us once it was no longer needed. She would not have been charge the $20.00 monthly wireless fees if she had simply returned our terminal back to us once she no longer needed it.

Thank you.

Review: I have a business and them process my credit credit card transactions. I tried to cancel my account and complied with their requirements, signed cancellation form, paid for equipment returned that supposedly was received broken...It's been months since then and still continue to receive statements from them. Can't seem to get issue resolved and always get the run around.Desired Settlement: Please close out account!

Business

Response:

To Whom this may concern,I've spoken with the merchant and we've agreed to closure of the account, and reconciliation of this issue. Although we're sorry to lose her business we've resolved the issue.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. "I was recently contacted by National Payment Processing via email, with an agreement to resolve the matter. To keep you updated, I have attached their response."

Review: Customer treated very poorly and was unable to find anyone to help fix his problems. Still withdrawing fees 4 months after account closure

We are The ATM Store and we set up credit card services through National Payment Processing, for a variety of merchants. One customer, [redacted] decided to cancel his account on 2/28/13 due to poor service. We sent in a dated closure form on 2/28/13 which was received by the closure department. There is a 30 day period after the closure form is sent in where the account is still open but in the process of being closed, which would mean the fees for service would stop on 3/30/13, and there would be no April, May, or June billing. On 5/2/13 the customer had $49.90 in fees deducted from his bank account and again, on 6/2/13, another $49.90 in fees were deducted. On 6/14/13, we sent in a support request asking that the fees for those two months be credited back to the merchant as they were billed in error and the account is closed. A week later, an agent support representative wrote back and stated "I understand how important it is for you that we provide the correct support to you for your merchants so that business can run smoothly. With that said the request for closure and refund was resubmitted today. I am soory(sic) for the delay."

Then on 7/2/13 a further $99.85 was debited from the merchant's account, prompting the merchant to contact his bank and place a stop on all automatic debiting from his account. Not only has National Payment Processing charged yet another month of fees in error, they added a $49.95 Annual Fee into the amount deducted on 7/2/13.

All attempts to resolve these issues using their procedures and ticket system, and through countless phone calls, emails, etc. have failed to make a difference and the customer's issues have still not been resolved.

This would be bad enough if it were just one customer, but this is now the 5th customer that has closed their account and gone through these billing issues.Desired Settlement: I seek an immediate refund to the merchant of all fees charged in error. Furthermore, I would like to move all of my remaining credit card customers away from National Payment Processing's platform without any penalty or consequence. Their poor business practices have damaged my reputation in our town by my association with them.

Business

Response:

Business' Initial Response

We have apologized to [redacted] for the inconvenience that this has caused her. As a resolution to her complaint the merchant has been refunded for April, May, and June billing. The total of $199.65 was refunded to [redacted]

Review: We closed this account in October 2015 and they are still charging us every month. We have submitted the paperwork (faxed it again today). Nobody @ the number [redacted] has returned my phone call (over 10X's the last 2 months).

Can you assist us w/getting this issue resolved? Nobody that we talk to on the phone can help; they send us to the 800# listed above w/those 2 extension and we have left over 10 msgs the last several weeks.Desired Settlement: We would like to get a refund for the 3 months that they have continued to charge us. Also, the fax machine doesn't work all the time as we have faxed the information several times to close the account!!!

Business

Response:

Hello, We have received an Authorized Closure Form on 11/17/2015. Our closing policy states that when a merchant is requesting to close an account, the merchant will need to return any Free equipment and provide an Authorized Closure Form. Once that is done, we place the account in the 30 day closing process from the day we received the closure form. Also, during the 30 day closing period, merchants are responsible for any monthly billing that occurs.In this case, we received the merchant's closure form on 11/17/2015 and the account was scheduled to close on 12/17/2015 therefore receiving both November and December's billing. As a courtesy to the merchant, we will be refunding the merchant the billing for December's account fees which total to $89.89.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

I still think this is a SHAM organization taht I would not do business with ever again. It took for me to contact Revdex.com to have any kind of movement & that is the frustrating part of this entire process along w/nobody ever returning my phone call. Today was the 1st phone call that I received.Thank you to Revdex.com!!!

Review: This company refuses to refund inappropriate charges for months at a time, fail to read contracts, and never return phone calls.

Jan. 2013 overcharged PCI fees due to failure to read contract; 30 days to refund

Feb 2013 Overcharged monthly fees due to failure to read contract; 30 days to refund

March 2013 overcharged fees due to failure to read contract; 30 days to refund

April 2013: overcharged fees due to failure to read contract; 30 days to refund

May 2013: overcharged fees due to failure to read contract;

June 2013: CLOSED ACCOUNT as per procedure. Had to pay monthly fee for July because they couldn't process closure faster than 30 days

AUGUST 2013 Charged $19.95 TWICE for fees when account was supposedly closed. Customer service admitted "We overcharged everyone this month" and immediately refunded $19.95 in one day -- but did NOT refund other $19.95 charged to a closed account.

August 12, 2013: Had conference call with [redacted] pres of AcceptByPhone and someone in closure department who PROMISED refund would be repaid into account by 01 Sept.

05 Sept: Customer service has no record of Refund Request

06 Sept: No one answers phone in Closure Dept as "We don't work on Fridays"

09 Sept: 3 phone calls, 3 phone messages, no response

09 Sept. ONLINE CHAT PERSON says he will have "upper management look into it" and call back, but "office closes in 30 minutes 430PM Pacific time so don't expect it today."Desired Settlement: I want this complaint registered on their record with your Revdex.com. They do NOT deserve an A rating in any way shape or form

Business

Response:

Initial Business Response

Contact Name and Title: [redacted]

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@nationalpaymentprocessing.com

Merchant has been properly refunded for the charge in dispute. Merchant was closed on 8/12/2013 and ALL billing for July was refunded.

Here is the billing on her statement found on FDR

and iAccess

Description Count Rate Amount

TOTAL CARD FEES $0.00

STATEMENT FEE 0 0.XXXXX 5.00

TIN/TFN INVALID 1 14.XXXXX 14.95

TOTAL CHARGES 0 0.XXXXX $19.95

Here is proof of refund to merchant

[redacted] LLC Thu, Sep XX XXXX, 17:34:15 EDT

[redacted] XXXXXXXXXXXXXXXX

[redacted] ** XXXXX-XXXX US [redacted]

Memos

Merchant Number:

Status

Permanent Clerk Change Date Memo

NP 09/10/2013 SBMTTD RFND FR 7/13 MEF $19.95 PER ISO

We have fulfilled our responsibility in refunding the merchant.

Thank you.

Final Consumer Response

(The consumer indicated he/she ACCEPTED the response from the business.)

Final Business Response

On behalf of NPP, we send our deepest regrets to the merchant for the inconvenience she went through when processing with our company. We sincerely apologize for any frustrations she faced, this was inconsiderate on our part. We understand when running a business it is complicated enough, we are sorry we didn't support her efforts better, and we will make sure no merchant ever feels ignored by our company in the future. We appreciate [redacted], and we are thankful that she was a merchant with us.

Review: Hello,

I was contacted on 11/25/2015 by [redacted]. I was told that since my business was a seasonal business I would not be charged any annual fees. The only fees I would be charged is my processing fees of .15% per transaction. On 12/4/2015 I got a welcome letter from Titan through email and at that time I went and checked my business bank account and to my surprise there was a $89.00 fee charged to me from Titan that was done on 12/2/2015. I immeditely contacted Titan ans spoke with [redacted] and she verified that there should not be any charges to my account. I was told that the matter woudl be resolved and the funds would be put back into my account. Today is 12/10/2015 and no funds have been returned to my account. I want my money back plus the fees that have been charged to my account. I have made numerous phone calls to [redacted] to get this item resolved and she keeps putting me off saying she will check on it. As quick as they took my money I want my money back just that quick. Each day that my account is in the negative Im being billed fees. I want ALL of my funds back pronto.Desired Settlement: I want a refund of all of my money along with the NSF fees that have been billed to my account due to this charge being billed incorrectly to me.

Business

Response:

Hello, we have received the request and will review it. We appreciate your cooperation with us on this matter.

Consumer

Response:

I am rejecting this response because: The merchant is not keeping timely contacts with me and this issue is taking way too long to be resolved. I did not authorize this charge and the funds have been taken out of my account with out my permission now I am waiting over 3 weeks and still my funds have not been returned. This should be simple. If I didnt authorize it my funds should be returned but instead Im still waiting. This is not good customer service. And I definitely will never use this company again.

Business

Response:

We are truly sorry for the inconvenience this has caused you. I understand that this is very frustrating for you. We had received confirmation from the bank stating that the charge did not go through to your account however, I did speak with [redacted] and she said that it did and she had provided proof that shows that the charge went through. We are currently waiting to to receive confirmation on the refund. We do appreciate your patience with us on this matter.

Review: They don't stand behind their promises. I was told I would only be charge for one month of service fees by [redacted] a rep that set me up. when I got my settlement it has fees for 2 months. I am talking about the terminal cell usage $20 per unit per month 2 units $40. I was charged 40 twice. when I called to talk to [redacted] about this. A jerk answered and we went round and round. I wanted to talk to [redacted] to straighten out what she promissed me. (that I would only have to pay one month)the jerk, refused to let me talk to her. told me she is being advised not to talk to me. In a nutshell, they refuse to refund the $40 as promised by there rep. I can go to my Bank and have them Reverse the entire amount as an unauthorized deduction. thought id give them a chance to stand behind their reps ([redacted])promise. this is not a very good business practice.Desired Settlement: Refund the $40 they stole from me without authorization. pronto!

Business

Response:

Hello,It is our standard policy to charge a merchant for every month the service is used. The merchant processed over $10,000 dollars in July, so as standard the merchant was charged for using the service that month. We do appreciate the merchants business, and we have agreed to refund this merchant the $40 that they are requesting. We have also closed this merchants account so that there will be no further charges.Thank you,

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: I have contacted this company several times. They charged me for a month service after I returned there equipment. On Sept 17, I received an email from them saying they were sorry but failed to close my account in august and would refund my $40.45. I have sense called them 3 more times and still have not received my money. Can you help me with this problem? Thank you, [redacted] - [redacted]Desired Settlement: They were to put the money back in my bank account.

Business

Response:

Hello, This merchant was overcharged $40.45 on 9/3/2014 when there account should have been closed 8/18/2014 with no further charges after closing their account with our company. We made sure that the account was closed 9/17/2014 and refunded the merchant the $40.45. This merchant has been refunded and will receive no more charges. Permanent Clerk Change Date Memo ME 10/01/2014 CREDIT PCI NON-ACTION FEE FOR 30.00 HAS BEEN APPROVED DTA 10/01/2014 PRCSD JB CR $4.95 AUG REG FEE PR VP DTA 10/01/2014 PRCSD JB CR $5.50 AUG STATEMENT FEE PR VP RKZ 09/30/2014 CHGD STATMNT HOLD FLG FRM N TO S NP 09/29/2014 SUBMITTED RFND FR 8/14 STMNT $5.50 REG $4.95 NAF $30 PER REP IWF 09/26/2014 MC CVC2 FEE MVD FRM MBF SCREEN TO MFC GRID 09/17/2014 ACCOUNT CLOSED MERCH RQST/NO RSN MJ 09/17/2014 ACCOUNT CLOSED : REASON - 216 - Thank you,

Horrible customer service. Misled me when signing up with this company then they charge you additional fees that were not disclosed in the beginning. After I had explicitly explained that I do not process many credit card transactions. Make sure the agent that is representing this company does not lie or withhold information to you.

Review: Unauthorized account setup and ACH Debits

I established what was presented to me as a no credit check short term loan program with Merchant Capital Store in Las Vegas... we filled out an online application to establish an account and get started... the program was presented as no set up fees or up front costs and the only equipment needed was to scan checks and transmitmit them electronically to Merchant Capital... we were told this equipment would interface with our existing credit card processor... when the equipemnt finally showed up it was obvious we had been dooped and the online application was used to set us up with a credit card processing account too... I immediately sent cancellation letters to all parties involved and made follow up phone contact as well... NPP asked why we were cancelling and explained the problem... I asked them if they had a signed contract from me and was told they had an electronic signature... call me simple but when take financial applications here in our shop we require the customer to provide proof of identity and to personally sign the contract... an electronic signature provided through a third party should be nothing more than a prompt to establish an account with the end user... at which time they would have been informed this was in fact a sham.Desired Settlement: NPP took $99 from my bank by ACH... they have their equipment back and I took time from my day to package and deliver and pay UPS to return... I would like my $99 back and I would like a written reponse verifying they have closed my account.

Business

Response:

Business' Initial Response

Contact Name and Title: NPP

Contact Phone: X-XXX-XXX-XXXX

Contact Email: [redacted]@nationalpaymentprocessing.com

On June 2, 2013 National Payment Processing credited [redacted] $99 for his claim. Also upon his request National Payment Processing closed [redacted]'s account on 6/24/2013. National Payment Processing apologizes for the inconvenience that [redacted] was caused in regards to this account and the independent agent who he dealt with. We hope that in our crediting and closing the account for [redacted] he understands that his satisfaction was our first priority, and that the actions of the agent he dealt with in no way represent the company or our service.

Review: I request cancellation of account on 10-31-2014. I was emailed a "Closed Merchant Account Request Form" on 10-31-2014 and I emailed it back on same day. I sent the Credit Card Terminal Machine back on 11-6-14 certified Mail and was received by Titan on 11-8-2014. I got a billing from Titan dated 10-01-14 thru 10-31-2014 in the amount of $39.00. I then received a billing dated 11-1-2014 thru 11-30-2014 in the amount of $54.00. I reviewed my bank statement showing that the $54.00 was taken out of my bank account on 12-3-2014. I emailed [redacted] on 12-9-2014 and questioned why I was being charged for $54.00. He emailed me back stating they had 30 days to close the account and funds of $54.00 would apply. I emailed back and stated that I could not use there services in the month of November 2014 because I did not have a terminal machine to use for my customers. My email to Mr. [redacted] at the same email address was blocked so it did not go through even my email was response to on the same day.My emails are now being blocked by Mr. [redacted]. Will download email from Mr. [redacted] and forward to your officesDesired Settlement: I want a refund in the amount of $54.00 for the month of November 2014 when I did not have the ability to use the services of Titan because they had there Terminal Machine back on 11-8-2014.

Business

Response:

Hello,We are sorry that the merchant did not understand the terms of their agreement. The month of October was charged 11/3/2014. We cannot charge a month until the entire month is complete, this is why billing is done for each month the following month.Equipment was received 11/8/2014. The days of November 1-7 were assessed as active and account was charged for month of November on 12/3/2014 and closed 12/8/2014. This account is closed and will not receive anymore charges.As a goodwill gesture to merchant because we do very much appreciate that she considered our company for service, we are going to refund the $54.00. Merchant can allow up to 7 business days to receive refund of $54.00.Thank you,

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.