Attached is the ticket history from this merchant of ours. They were a merchant from 2007 until this year and over that time we responded to over 20 requests including tracking down deposits, upgrading their terminal and covering funds when they didn't have sufficient funds and rejected on...
their fees. If you could expand on each of these tickets, you would see full details and how thorough we are in responding to the merchants issues. We take this very seriously. In this case, we never received the cancellation when he said he provided it to us. We did fax the form to him on 3/4 and in those instructions told him that if he did not get confirmation of us cancelling the account within two days of sending in his notice that he should re-contact us. We never heard back from him until December 2nd (see below) and at that time, we agreed as a goodwill gesture, to credit him for 4 of the 8 months for the time that he said that he cancelled (even though we were never served notice). It is common in our business to send cancellation requests and merchants never follow through and do not actually cancel. In addition, we need an authorized signer to effect a cancellation and cannot just take a verbal request over the phone (for security reasons). So, we can't just cancel every merchant that we send out a cancellation notice to. We need to get the signed form back to protect the merchant.
[redacted]3/4/2016 2:30:00 PM[redacted] moving processors. Gave Amex number and told him to followup w/them as well. Faxed cancellation [redacted]12/15/2016 3:08:00 PMreceived cancellation form. total credit $159.80 issued. however we had to issue in 2 diff transaction, he will see credit $45.00 and $114.80. [redacted]12/2/2016 11:38:00 AM[redacted]Called stating he cancelled his acct in March 2016, but we never rec'd the cancellation papers. He is upset he was being charged $39.45 monthly since then. Per [redacted], we will give back $159.80 (4 months). He is claiming he will contact the Revdex.com if we don't give him back the full amt. Per [redacted], we will dispute his claims as when we send out the cancellation notice, our standard process is to tell the merchant that if they have not received confirmation of the cancellation within two business days after sending it to us, please contact us again. In addition, we did credit him back for 4 months of fees and believe that the merchant did have some responsibility to notify us earlier. 4 months seems fair and reasonable especially in light of us never receiving the cancellation to begin with. I emailed the cancellation form to [redacted], but he stated he won't send it back until he speaks with someone in our "Accounting Dept"
Attached is the ticket history from this merchant of ours. They were a merchant from 2007 until this year and over that time we responded to over 20 requests including tracking down deposits, upgrading their terminal and covering funds when they didn't have sufficient funds and rejected on...
their fees. If you could expand on each of these tickets, you would see full details and how thorough we are in responding to the merchants issues. We take this very seriously. In this case, we never received the cancellation when he said he provided it to us. We did fax the form to him on 3/4 and in those instructions told him that if he did not get confirmation of us cancelling the account within two days of sending in his notice that he should re-contact us. We never heard back from him until December 2nd (see below) and at that time, we agreed as a goodwill gesture, to credit him for 4 of the 8 months for the time that he said that he cancelled (even though we were never served notice). It is common in our business to send cancellation requests and merchants never follow through and do not actually cancel. In addition, we need an authorized signer to effect a cancellation and cannot just take a verbal request over the phone (for security reasons). So, we can't just cancel every merchant that we send out a cancellation notice to. We need to get the signed form back to protect the merchant.
[redacted]3/4/2016 2:30:00 PM[redacted] moving processors. Gave Amex number and told him to followup w/them as well. Faxed cancellation [redacted]12/15/2016 3:08:00 PMreceived cancellation form. total credit $159.80 issued. however we had to issue in 2 diff transaction, he will see credit $45.00 and $114.80. [redacted]12/2/2016 11:38:00 AM[redacted]Called stating he cancelled his acct in March 2016, but we never rec'd the cancellation papers. He is upset he was being charged $39.45 monthly since then. Per [redacted], we will give back $159.80 (4 months). He is claiming he will contact the Revdex.com if we don't give him back the full amt. Per [redacted], we will dispute his claims as when we send out the cancellation notice, our standard process is to tell the merchant that if they have not received confirmation of the cancellation within two business days after sending it to us, please contact us again. In addition, we did credit him back for 4 months of fees and believe that the merchant did have some responsibility to notify us earlier. 4 months seems fair and reasonable especially in light of us never receiving the cancellation to begin with. I emailed the cancellation form to [redacted], but he stated he won't send it back until he speaks with someone in our "Accounting Dept"