Optimal Bankcard

Review: I would like my money (both charges) refunded. I never used this service and never even was able to get the account fully set up and functional. This company is looking more and more like a scam than a legitimate business based on the following information:

1. I was recruited and contacted daily, sometimes several times a day until I decided to go with this service to process credit card/debit card purchases through my business.

2. After I decided to go with the service suddenly there were multiple items of paperwork which I needed to submit (none of which had not been mentioned before) in order for me to actually get any of the money for any transactions. (Account was put on a 100% reserve.)

a. But, never fear I could take payments immediately with a 100% reserve (in other words they would get the money and I wouldn’t).

3. Every time I submitted one piece of paperwork they would ask for another and I could never complete this process to get the reserve removed.

4. I had an opening date which I needed to be able to process (and receive) my payments by which they were well aware of from the beginning and they kept asking for more and more items until it was well past the opening date.

5. I had to go with another service (Square - set up and able to take charges AND get my money from them in less than an hour) and I informed Optimal Bankcard of it and asked for my account setup process to be cancelled on 6/**. Please note that this account was never fully set up anyway because it still had a 100% reserve on it with who knows how long of a list of items I needed to send them.

6. A month later I received a charge of $15.30 on my checking account for services which I never used and an account on which I was never given the ability to receive money from any transactions (so an incomplete, non-functional account was charged for no services provided).

7. I contacted them again and I was told that I needed to send a cancellation form (which was never mentioned when I initially asked to cancel the account setup process on 6/**). I was told they would refund the money after I sent the form and returned the mobile device to them. I co-operated and sent the form and returned the device (with tracking - it was received 2 days later). I received confirmation email that the account was cancelled. My money was never refunded.

8. 8/* this company deducted more money from my checking account - $34.65.

9. I called AGAIN today and received a huge run around including being transferred to the "cancellation" department which turned out to be just someone else who would collect information and send it to another person to call me back and I was told that I needed to fill out a cancellation form again. I refused to do this again (already done last month) and told them I have already done this and forwarded the confirmation of cancellation email to them. I also forwarded the cancellation form which I filled out last month to this person. I was told that someone would call me back, but they wouldn't confirm a time for the callback.

I have been trying for 2 months to resolve this issue with the company to no avail. I have endured endless hassle, missed meetings at work and much pain and suffering dealing with this situation. Not to mention that as a small startup food service the almost $50 they have taken from our account may seem small to others but is huge to us.Desired Settlement: Please help me to get my money refunded and warn others of the heartache and hassle they will have if they try to deal with this company (Possibly this business is a scam). Thanks.

Consumer

Response:

At this time, I have not been contacted by Optimal Bankcard regarding complaint ID [redacted].Sincerely,[redacted]

I was referred to there company be another small business. I contacted them on there contact us plug on their website. They had a quick response email in their system saying, they would contact me shortly. I never received a call from them. I contacted them over the phone and they said they weren't taking anymore clients. I emailed their supposedly VP of sales for an explanation and never received a call or email back.

Review: I was contacted by optimal bankcard for a card reader. They called multiple times to tell me their cardreader had the lowest rates, along with no monthly fees. After talking to a sales representative, I was assured multiple times that there were absolutely no monthly fees or charges. After signing up for their service and sent their fine print, I soon learned that the sales representative was untruthful and there were monthly fees, even after being told multiple times that the card reader had no regular monthly fees. This is clearly not the case, and I was lied to multiple times on the phone. After finding out about the charges, we immediately ended our contract with optimal bankcard. Despite terminating our contract, they still managed to charge my bank account without my approval. This charge was sent to my account, and furthermore I was charged an overdraft fee because this was an unexpected charge. After being wrongly charged, I once again contacted optimal bankcard to have the charge refunded, along with the overdraft fee that was a direct result of their unauthorized charge to my account. Now they have only sent me a partial refund of what they promised me and have not refunded the overdraft fee.They have tricked me into thinking that this was a free service, with only charges when I made transactions. This is NOT the case. They have monthly fees in addition to a fee per transaction, and they will lie to you to get you to use their services.Desired Settlement: Optimal bankcard needs to fully refund what I was promised, the monthly service fee, along with my banks overdraft fee due to their unknown monthly fee. In addition to this, they should be forthcoming about their monthly fees and charges. They have never once apologized to me for their inconvenience and lying. They have cost me countless days trying to find the truth through their paperwork about fees, and hours on the phone trying to explain their own faults.

Business

Response:

In response to this complaint, First I would like to apologize for the inconvenience this has caused you. We have been in contact with the merchant to address the issue at hand. [redacted] confirmed that the total refund amount she was looking for was $32.45 which has been issue this point through 2 separate refunds one for $19.95 and one for $12.50. [redacted] was satisfied with the refund that was issued. Advised that if she had any further issues or questions to call back and speak with customer service.David D[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is reasonable and not really satisfactory to me and the matter has been resolved.

Sincerely,

Review: This company directly provided false information, and forged my signature on a legally binding document without my permission. I asked a very specific question regarding rates for non-qualified credit card merchant processing fees, and was directly told that no additional fees were applied beyond the qualified rate. The company then proceeded to fill out an application and SIGN IT with my name without my permission and send it to me. On that application I read that there were fees that more than doubled the non-qualified rate, which is completely contradictory to what I was told. When I called back to cancel, they told me I needed to fill out a form for cancellation despite the fact that I had never filled out an application to begin with. Desired Settlement: This company directly lies and commits forgery. This is unacceptable. Legal action may be indicated

Consumer

Response:

At this time, I have not been contacted by Optimal Bankcard regarding complaint ID [redacted]. However, at this time it appears that despite me having never signed to open an account, closed the account that they illegally opened on my behalf, and have cancelled any relationship that I could have with them they still charged my bank account for $25.15 on May [redacted], 2015. I am in the process of reversing this charge from my bank, but this action by Optimal Bankcard is unacceptable.Sincerely,[redacted]

Business

Response:

In response to this complaint. First on behalf Optimal Bank Card I would like to apologizefor the inconvenience this has caused you. We take all forms of forged signature very seriously. But asidefrom the merchant application being signed, a copy of the voided check and copyof driver’s licenses was also received. This has been reported to the VP ofsales for immediate attention. This is what is needed to authorize the opening ofa merchant account. Your merchant account has been officially closed andrefunded all fees that have been charged totaling $24.95. The refund will postto the bank account ending in 6280 within 2-3 business days. Optimal Bankcard values your business and trulyapologizes for this inconvenience. We truly hope this satisfies your issue, ifit does not please feel free to email me at [redacted],or you can call me directly at ###-###-#### and ask for me by name. Thank you [redacted]

Consumer

Response:

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,

Review: I contracted with Optimal in April of 2015 and they supplied me with an outdated credit card terminal that does not accept the new "Chip" technology knowing that on October * of 2015 the new technology begins. In attempting to have the terminal replaced with one that will accept the chips, I called them on 8/**, 8/**, 9/*, 9/*, 9/**,and on 9/**/2015. I also sent an e-mail in between calls. Not once was a representative able to help me, I was promised time and time again that I would be contacted but to date no return calls or return e-mails. The service reps refuse to put me through to a supervisor or someone who can handle the situation. I cannot even contact anyone to cancel my contract without penalty as I cannot get a return call. In October I will be fully responsible for any fraudulent credit card I accept at my store and don't want to be put into that position. I need help with this.Desired Settlement: I need to have the capability to accept the new Chip technology by October *, 2015. To meet this deadline I need my outdated terminal replaced.

Consumer

Response:

At this time, I have not been contacted by Optimal Bankcard regarding complaint ID [redacted]. Nor have I received the needed card processing equipment required to accept the chip technology credit cars which put's my business at risk.Sincerely,[redacted]

Review: I signed up with Optimal Bankcard services on July *, 2015. I submitted all the required documents to the Sales Rep Kiran and to the Underwriting department. I received my mobile processing square within a few days. I was told that it takes 1-2 days for the deposits to made into my account. I processed my first payments on July **, 2015 in the amounts of $260, $15.00. On July **, 2015 I processed $303.85, $295.00, $229.18, $370.80, $437.75, $190.55, $164.80, $175.10, $391.40. I waited 3 days to see why the deposits NEVER hit my account. I called Optimal Bank Card for 2 business days, No Answer. I emailed Kiran, my rep, he states the phones are down. Ten days later, the phones are still down and the only person that I can speak with is the answering service who can't assist me with canceling these transactions OR depositing the funds into my account. The payments have been processed and Optimal Bankcard has the funds!Desired Settlement: I would like the deposits be made to my account with interest! I trusted this company and soon as I processed these transactions, they stopped answering their phones. Sixteen days have passed and I have not received my funds in my account.

Review: My assistant, L[redacted], emailed the company representative my signed merchant application on July **, 2015. We have yet to received our credit card machine, and when my assistant calls the calls go straight to on hold music. The sales rep, Jason Sutton, has not responded to any of the emails that my assistant has sent inquiring about my credit card service. I did notice that the company charged my bank account for a total of $82.95 the day they received my application.Desired Settlement: I want to terminate my contract and have my fees refunded immediately and no further funds to be withdrawn from my account.

Consumer

Response:

At this time, I have not been contacted by Optimal Bankcard regarding complaint ID [redacted]. The contact number I had for them is no longer assigned to that company but to another credit card company who has never heard of the people that I worked with and the number I dialed is not the actual number that the company reports that I have called. Sincerely,

Review: I own a truck & agriculture repair business. I was using Data Link as my processing merchant for the credit card machine. On July * 2015 Optimal bankcard called & I changed over to Optimal , I gave them my bank account # , Federal ID#, I have not & can not use my credit card terminal. I have faxed & called since the [redacted] of July. When you call the phone # (###-###-#### )there is no introduction; just music! I have faxed them (###-###-####) no results. I have tried to get on their website & e-mail, no results . On Aug[redacted] they deducted $20.38 from my bank account. I have tried to cancel but , there is no one out there to do so. What do I do?Desired Settlement: Billing adjustment

Consumer

Response:

At this time, I have not been contacted by Optimal Bankcard regarding complaint ID [redacted].Sincerely,[redacted]

Very rude customer service representative. When asked to talked to the supervisor she would not bring anyone on line, Clarissa was not at all responsible to my comments. I had faxed an account cancellation letter to them in November, but no action was taken, except they kept debiting my account monthly. When asked for a refund ($15 +$15+$114+ $15),(nov- feb charges) they declined as said they did not receive the letter on time. Well, today she had to pull the letter from a fax box dated 11/*/15, 1/*/16. They had not been processed. They have not sent any confirmation of the cancellation of my account. I feel that after talking with the customer rep. every month, they would have taken some action but I still am in a limo state, where they debit my bank account monthly. I will not recommend this bank card service to Anyone.

Review: I was getting ready to open my small community store and was needing a credit card machine. This company made real good offers that if I used there services that when my customers run there cards that the next day the funds would be in my business account. I sent them everyhing they ask. Now my bank has started returning my checks and reversing automatic payments. I was righting these checks and stuff with the understanding that this money was going into my account everyday. Once I received notice from my bank that I didn't have the money that I thought was in there I started trying to find out why and found that I have not received the first dime of the money that has been run through that machine. Not only that but they have been taking their money out of my account. I don't know what to do any more. I am on the edge of having to shut down my business. They have nearly $3000 on 100% hold that I need for bills and supplies. That is not including all the overdraft charges from the bank and then the businesses that I have writen them to. Please help me!Desired Settlement: I want them to release my money to my account and pay for all my over draft charges due to this problem we have been having.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. The business has finally released the money they had on hold. This is great but it doesn't help my returned checks. I am glad that it had been resolved though.

Sincerely,

This company guaranteed I would see lower credit card processing rates through them than who I was previously going with. After 90 days I reviewed my transactions and found this to be very inaccurate. [redacted] and ** were about .5% higher while [redacted] was nearly 3% higher in fees.

I called to cancel my merchant account and was told I had to fax the request in and it couldn't be emailed. I faxed the cancellation request in with specific instructions to email when the cancellation had been processed. After a week, I hadn't heard anything so tried to call to follow up. After finally reaching somebody (read below about the phone experience) I was told that I can email the request in, which I did with a copy of the email from the online fax service confirmation of the fax being received the previous week.

The phone experience is miserable - you hear a ring then immediate music with no indication of whom your calling, how long the queue/wait time is and on multiple occasions, it would drop after 10 or 15 minutes. When I was finally lucky enough to get through to somebody to follow up on my previous cancellation attempts, their customer service skills were extremely poor and they put me on hold for 18 minutes (after waiting for nearly 10 for someone to answer then only speaking with a body for 2 minutes) only to have the call drop (I was using an office phone so no cellular service to blame here). After calling back 3 more times (twice getting dropped while listening to the initial hold music) I finally got in touch with somebody who said my cancellation request was just received today (really, 10 days after it was sent!!) but they wouldn't transfer me to the cancellation department to speak to anybody and informed me it takes 3-30 days to process the cancellation.

Do yourself a favor and avoid this company - they are misleading with their rates/charges and their customer support / customer service experience is possibly the worse I've ever encountered!

Review: Optimal continues to charge higher than agreed upon monthly fees every month despite the fact that I have only used their service once. They told me it would cost me $4.95/mo. They charge me $20.00/mo. I have called and requested my contract be terminated every month for four months. I get transferred to the cancellation department where no one answers my call. This month they charged me a whopping $118.95. Again, today I was transferred to the cancellation department and no one answered. I was told yet again that they would call me, but there was no possibility of refund to my account if I file fraud with my bank and block them from my account.Desired Settlement: I want my account cancelled. I need to be reimbursed the $118.95 they charged me this month and the $20 they charged me last month. In addition, I need to be reimbursed the overcharges of 14.95 per month since August.

Consumer

Response:

At this time, I have not been contacted by Optimal Bankcard regarding complaint ID [redacted].Sincerely,[redacted]