Paysafe:Group

Ms. A,We are sorry to learn that you were not fully satisfied with payment processing services provided to you by iPayment. According to our records, your merchant account was established pursuant to a merchant processing application (MPA) signed on December 13, 2016, for your counseling services business. The merchant account was opened on December 14, 2016 and was utilized to process transactions through May of 2018. The MPA, along with the applicable Program Guide (Revision 0915) (collectively, the “Agreement”), contain the terms and conditions of your contract for payment processing services including, without limitation, conditions of closure, changes to existing fees and/or additional fees. For reference, a copy of your MPA (redacted to remove personally identifying information) and a copy of the applicable program guide, are attached hereto. In order to close your merchant account, a written request must be submitted in accordance with the terms and conditions of your Agreement. We understand, per your complaint, that you intended to close your merchant account at an unspecified time, and further, that you believe you submitted, via fax, a closure request form, but were nonetheless charged thereafter. We were unable to find a completed closure request form in our records or written request for closure. Notwithstanding, we have accepted your complaint as effective closure, and your merchant account was closed 9/26/2018. Please forward a copy of the closure form you submitted to [email protected], and include in your message (1) the date and time you faxed the form, and (2) the fax number to which the form was sent. Upon receipt, we will investigate and take such other action as may be appropriate.Fees charged in connection with your merchant account were valid, consistent with the terms and conditions of your Agreement. While we are unable to determine from your complaint specific fees you believe were not valid, we are sorry to learn that a merchant was not fully satisfied with the customer service provided in connection with your inquiries regarding fees. Therefore, a member of our team will contact you to discuss further, and to ensure that questions or concerns which may remain are fully addressed. We hope this response, along with forthcoming contact from our team member, provide satisfactory resolution to this matter.

Ms. A, Thank you for providing additional documentation. We have reviewed your materials and have accepted the same as a formal request for closure dated on or about June 12, 2018. iPayment has at all times acted in accordance with the terms and conditions of the Agreement based on materials received. In order to amicably resolve this matter, iPayment has initiated a refund in the amount of $192.70, representing the total amount charged in connection with the above services for the period that closure was properly requested.

K***, Please note that verbal account closures are not effective per the terms and conditions of the commercial agreement between the parties. Closure requests must be submitted in writing, per the Agreement. Your merchant account was closed on or about 9/5/2018, upon receipt of a signed request. Fees charged in connection with the merchant account were valid. Please contact ***@ipaymentinc.com with any questions

Our records indicate that two merchant accounts were established for your business; account ending x0983 (closed 9/5/18), and account ending x5517 (closed 9/20/18). Attached to this response, please find copies of the Merchant Processing Applications submitted in connection with your merchant accounts, which have been redacted to remove personally identifying information. Provisions of the attached providing notice of Payment Card Industry (PCI)-related fees have been highlighted for reference. In addition, you also received periodic reminders regarding PCI obligations via your monthly statements. Please note, it appears as though only one accounts (account ending x0983) was charged an Enhanced Security Package Fee; as you will see, the MPA associated with account ending x0983 contains notice of the same. Please also see the attached the applicable Program Guide (Revision 0914.NT). Please see Section 4 for additional information regarding PCI. Accordingly, fees charged in connection with your merchant accounts were valid, and no refund is due. A balance of $195.28 remains outstanding in connection with your merchant accounts as of the date of this response. Notwithstanding the validity of these fees, upon your acceptance of this Response, as a courtesy, we will waive the outstanding balance. Otherwise, we reserve the right to collect the same. Please contact c***@paysafe.com with any questions or to provide additional information you believe may assist with this matter.

Thank you for your submission, which has been forwarded to our teams for review. We are sorry to learn that a customer reports dissatisfaction with any portion of the services we provide, but appreciate the opportunity to address the concern. Please note that such review may take some time, but we will contact you, directly or via Revdex.com response, upon completion. In the interim, in the event you have additional documentation or information that may assist with our review, we would request that you contact and/or forward the same to [email protected]. Thank you.

Thank you for your submission, which has been forwarded to our teams for review. We are sorry to learn that a customer reports dissatisfaction with any portion of the services we provide, but appreciate the opportunity to address the concern. Please note that such review may take some time, but we will contact you, directly or via Revdex.com response, upon completion. In the interim, in the event you have additional documentation or information that may assist with our review, we would request that you contact and/or forward the same to [email protected]. Thank you.

Thank you for allowing us the opportunity to address your concerns. According to our records, a merchant account was established pursuant to a Merchant Processing Application (an “MPA”) which was submitted through Flagship (a wholly-owned sales entity). We were able to locate a merchant account using some of the information provided on your complaint, but we note that the person submitting this complaint is not listed as a contact person on the account, nor is she the signatory of the MPA. Nevertheless, we will provide information based upon the matching phone information provided in the Complaint. Please note that the account was opened on or about 2/27/18 with a monthly processing limit of $150,000.00, an average ticket of $4,000.00 and a high ticket amount of $12,000.00. These processing limits are based on information provided in your MPA, and independent review of the business by our team of underwriters. Pursuant to the terms and conditions of the commercial agreement between the parties, processing activity is subject to review in order to identify potential fraud and/or illegal activities, and iPayment may hold transactions where, in our discretion, processing activity presents a risk of financial loss, or bears indicators of fraud. On or about March 28, 2018, a transaction exceeding $25,000.00 was processed on the merchant account. As this exceeded high ticket limits, the transaction was held pending further investigation by our Risk department. iPayment proceeded with its standard procedure in order to further investigate potentially suspicious transactions, and reached out to the merchant to advise of the hold and request additional information about the transaction(s) so that they could be confirmed. Emails were sent regarding the hold and next steps on 3/28/18 and 7/31/18. Furthermore, according to our records, members of our team reach out via telephone on 3/29/18 and 3/30/18, and another email was sent on 4/19/18. These emails were sent to the email address provided on the MPA, which we again note is not the email address listed on this complaint. Thereafter, merchant submitted a Closure Request Form, and the account was closed on 4/23/18. On or about 7/2/18, iPayment received and reviewed documentation requested in order to confirm the transaction. On or about 7/6/18, funds held were released to the merchant’s bank account. On or about 7/18/18, a credit was issued for $702.85, as a courtesy. As set forth herein, the account was closed several months ago. Holds on the account were appropriate and valid under the circumstances. which were held prior to release to the merchant , and funds which were held have been released after completing our investigation. A courtesy refund has already been issued. There is no further remedy we are able to offer. We hope this response provides satisfactory resolution to this matter.

Thank you for your submission, which has been forwarded to our teams for review. We are sorry to learn that a customer reports dissatisfaction with any portion of the services we provide, but appreciate the opportunity to address the concern. Please note that such review may take some time, but we will contact you, directly or via Revdex.com response, upon completion. In the interim, in the event you have additional documentation or information that may assist with our review, we would request that you contact and/or forward the same to ***@ipaymentinc.com. Thank you.

Per the Complaint, you have alleged that iPayment conducted “unauthorized” “fraudulent” credit inquiries. As set forth below any credit inquiries were conducted after obtaining proper authorization, in connection with application(s) for payment processing services on behalf of your business, and pursuant to the terms and conditions of a commercial agreement between the parties.

By way of brief background, iPayment is a registered Independent Sales Organization (ISO) with the VISA and MasterCard networks. As a registered ISO, iPayment provides, directly and through third party service providers, various payment processing and related services to small and mid-sized businesses, thereby enabling these merchants to accept credit and debit card transactions for the sale of their goods and services. In order to obtain a merchant account with iPayment, a merchant completes a Merchant Processing Application (an “MPA”), and any Addendums thereto, and submits the same for approval. An MPA may be submitted directly, or through our service provides, subsidiaries, and/or affiliates. The terms and conditions set forth in the MPA and in iPayment’s Merchant Services Program Guide (the “Program Guide”, a copy of which is made available to the merchant) (collectively, the “Agreement”) govern the payment processing services provided by iPayment to the merchant.

According to our records, you sought payment processing services provided by iPayment on behalf of your business, Triumph Drops, a sole proprietorship which sells new motorcycle/automotive parts, on three (3) separate occasions from January 2018-present. In connection therewith, you executed three (3) separate MPAs, dated June 22nd, February 22nd and February 13th, respectively. The MPAs were each submitted through three (3) separate service providers: Leaders Merchant Services and Flagship Merchant Services (wholly-owned sales entities), and National Bankcard, Inc. (an independent sales agent). Each MPA authorized investigation into your financial and credit information, including, without limitation, specific authorization to conduct credit checks and background investigations. All three applications were declined according to our records.

In the event that you believe the MPAs were submitted without your knowledge or consent, and that you are therefore a victim of identity theft, please provide us with a copy of a police report and a FTC Identity Theft Affidavit. Upon receipt of the same, we will note the Identity Theft in our files and determine whether and what additional actions may be taken. Please further note that the Federal Trade Commission maintains a website that provides information and recommendations we have found can be helpful in cases of identity theft, at https://www.identitytheft.gov/.

Should you have questions regarding this matter, please contact us at or ***@ipaymentinc.com. Thank you.

Thank you for your submission, which has been forwarded to our teams for review. We are sorry to learn that a customer reports dissatisfaction with any portion of the services we provide, but appreciate the opportunity to address the concern. Please note that such review may take some time, but we will contact you, directly or via Revdex.com response, upon completion. In the interim, in the event you have additional documentation or information that may assist with our review, we would request that you contact and/or forward the same to [email protected]. Thank you.

Thank you for your submission, which has been forwarded to our teams for review. We are sorry to learn that a customer reports dissatisfaction with any portion of the services we provide, but appreciate the opportunity to address the concern. Please note that such review may take some time, but we will contact you, directly or via Revdex.com response, upon completion. In the interim, in the event you have additional documentation or information that may assist with our review, we would request that you contact and/or forward the same to [email protected]. Thank you.

We regret that merchant reports dissatisfaction with any portion of services provided by iPayment. We appreciate the opportunity to resolve merchant’s concerns. We understand that merchant received a rate review on or about July 2nd, 2018. Although fees charged in connection with the merchant account were valid, as a courtesy, we will issue a refund of $305.92 on or about July 5th, 2018. We hope this response, and forthcoming refund, bring satisfactory resolution to this matter. If you have any additional information to provide or to contest your payment, please contact [email protected].

We understand that the customer believes that she canceled the service on the date the account was established. Please note, our records do not reflect contact from the account holder on or about the time of opening requesting closure. The account was closed on or about 6/29/2018, after receiving a Closure Request Form from W ***. The terms and conditions of the commercial agreement between the parties provide that the customer has 45 days after any credit or debit issued in connection with the merchant account to contact us to report errors or request adjustments. Although fees charged in connection with the merchant account were valid, as a courtesy, we will issue a refund in the amount of $221.90, representing fees charged for the 45 days prior to closure of the account. We hope this response, and forthcoming refund, bring satisfactory resolution to this matter. If you have any additional information to provide or to contest your payment, please contact [email protected].

Thank you for your review. We appreciate your feedback, and hope to continue delivering high quality services and products to our customers.

We understand that the merchant believes that he canceled all services on the date the account was closed, on or about 4/16/2018. However, we were unable to find a record of charges initiated by Leaders Merchant Services, but, in the event the merchant is able to provide additional documentation to assist with our review, we request copies of the same be provided to the contact below. The charge for $130.80 was related to a chargeback that was submitted by a customer of the merchant. Per the terms of the Agreement, the merchant accountholder is responsible for chargebacks. With respect to the $48.55 charge mentioned in the complaint, please note this appears to be related to applications on your Clover system, which should have been discontinued before returning the equipment. The best way to resolve these charges would be to log in to your Clover account online and cancel those applications. We hope this response, brings satisfactory resolution to this matter. If you have any additional information to provide, please contact [email protected].

We understand that the customer believes that he canceled the service on the date the account was established. Please note, our records do not reflect contact from the account holder on or about the time of opening requesting closure. The account was closed on June 14, 2018, after receiving a Closure Request Form from the client. The terms and conditions of the commercial agreement between the parties provide that the customer has 45 days after any credit or debit issued in connection with the merchant account to contact us to report errors or request adjustments. Although fees charged in connection with the merchant account were valid, as a courtesy, we will issue a refund in the amount of $290.80, representing fees charged for the 45 days prior to closure of the account. We hope this response, and forthcoming refund, bring satisfactory resolution to this matter. If you have any additional information to provide or to contest your payment, please contact [email protected].

We have reviewed your complaint filed with the Revdex.com. In reviewing your case we have found your account was closed on or about May 3, 2018 and show no additional charges at this time. However, in the event you believe otherwise, please provide additional documentation to [email protected] in order to obtain additional information.

Thank you for your submission, which has been forwarded to our teams for review. We are sorry to learn that a customer reports dissatisfaction with any portion of the services we provide, but appreciate the opportunity to address the concern. Please note that such review may take some time, but we will contact you, directly or via Revdex.com response, upon completion. In the interim, in the event you have additional documentation or information that may assist with our review, we would request that you contact and/or forward the same to ***@ipaymentinc.com. Thank you.

We have reviewed your complaint filed with the Revdex.com. While reviewing your case we received a certification indicating the merchant has passed. We have accepted this as a formal request for closure as required in your merchant agreement. The account was closed on or about 6/11/2018. We note an early termination fee as well as other month-end fees was incurred as a result of closure. Fees charged in connection with the merchant account were valid; notwithstanding, we will refund the termination fees as well as fees charged since the last processing date on or about 3/29/2018, associated with the merchant account, as a courtesy. This will total $480.80 Please contact [email protected] with any questions.

Thank you for the opportunity to address your concerns. We understand you believe your account was set up incorrectly, which occasioned our Risk Department to review and hold funds processed on the merchant account. However, please note that the merchant account was set up to process Telephone and Mail Order (“MOTO”) transactions because that is the business type indicated on the Merchant Processing Application submitted to establish the account.

On or about June 2, 2018, a reserve account was established in connection with your merchant accounts, based on financial risk presented by your business type and processing activity, in accordance with the terms and conditions of the commercial agreement under which iPayment is providing payment settlement services.

The customer indicated on their Merchant Processing Application (a redacted copy of which is attached), that the nature of her business related to sale of juice and catering services. When the hold was placed, on or about June 2nd, iPayment’s Risk team obtained documentation to assist with further investigation. iPayment learned that the business was engaged in the sale of alcohol by mail, which is designated as a prohibited business type. Therefore, the account was terminated. Subsequently, all funds on hold, totaling $3,914.31, were released on or about June 7, 2018. The account is now closed. We apologize for any inconvenience, and in the event that there should be additional information or documentation regarding the allegation that the agent set up the account wrong, please forward such to [email protected]. Unless we hear otherwise, we will consider this matter resolved.