POS Portal Inc.

Review: The company has been charging my credit card for an additional 6 months after I cancelled service. I have called for a week straight and have left several messages and even spoken to a receptionist, but nobody has returned my calls. In the past have asked for an address and procedure to return any unused equipment, and after many back and forths, they have delayed the process for 6 months as to continue charging my account. In the meantime, I have been threatened with an affect to my credit regarding cancellation.Desired Settlement: I don't want the account, never wanted it, I have been charged without consent. I want my money returned and for this company to stop charging my account.

Business

Response:

I first spoke with [redacted] on May 18, 2016 regarding his rejected payment. [redacted] said that he tried calling in “probably December” to cancel the lease. I advised him that the lease was non-cancellable after the first 30 days, and that I would calculate the buyout option for his lease agreement. I have attached a copy of my follow up email to him that included a copy of the signed agreement. I spoke with [redacted] today, and he advised that they wanted to exchange the printer in November, but then cancelled everything instead. I advised that we show documentation of the request to swap the printer, but that we never received any follow up from the merchant, so the amendment to the existing lease was cancelled. I have attached the amendment document with the audit history to this email. The merchant last viewed the amendment, without signing it or contacting us, on 11/8/15, at which time the merchant was outside of their 30 day window to cancel the lease agreement. The merchant was again advised that we show documentation that he inquired about the buyout on December 8, 2015, but that the lease is non-cancellable after the first 30 days. The merchant was offered the buyout option for the third time today, at which time he asked me to mail him the information, because he doesn’t have an email address/ doesn’t do email at all. Please let me know if you would like any additional information! Thank you,

Review: I purchased point of sale hardware from this company for [redacted], a cloud based point of sale system. The company offers a "PC" compatible bundle which I purchased, but it does not include a bar code scanner. I purchased 3 wireless scanners listed as compatible with [redacted]. I signed up for the "Pro Advantage" service where replacement hardware was promised to be sent overnight to avoid business disruption. When we set up our first store, we discovered the wireless scanner was not compatible with PC set ups. However, this wasn’t disclosed in the product description on their website. We contacted [redacted], who provided us with contact information for POS Portal. My initial request was to exchange for compatible scanners. I tried contacting them several times, but it always went to voice mail and I received no call back. In my message requesting a call back, I expressed urgency due to our impending implementation and asked that they allow me to exchange the wrong scanners for one that were compatible with PC, overnight as promised by Pro Advantage service. This was approximately one week after we received the equipment. After receiving no reply for hours, and also finding their "chat” service was not functional, I asked for assistance from [redacted], who emailed the request for an exchange to them and asked them to contact me immediately. Having still received no response, we purchased bar code scanners from [redacted]. I continued to try to contact them over the ensuing weeks and their line continued to go directly to voice mail. I received one call back from them and I called back, once again to voice mail. I finally called sales rather than support, and received a call back within a few hours. They are now saying that I am beyond the 30-day return and that (1) their record of my initial phone call mentions nothing about a return and (2) they did not receive any communication from [redacted] regarding an exchange so I can’t prove I tried to return this within the 30-day period.Desired Settlement: We request a refund for the equipment due to their inability to answer their phones or respond to us timely, despite several attempts made well within the 30-day return period and including an attempt by Vend to email them the details of what we needed and asking them to contact us.

Consumer

Response:

Please be advised that the company has decided to make a "one-time only" exception and granted me a refund.Thank you for your assistance in this matter, I believe receipt of the complaint is what motivated them to reconsider their position.

Consumer

Response:

Please be advised that the company has decided to make a "one-time only" exception and granted me a refund.Thank you for your assistance in this matter, I believe receipt of the complaint is what motivated them to reconsider their position.

Review: I've been paying for their services for several years. The last few years I haven't even used their machine but the contract required monthly payments to continue because we weren't able to verify that the extra card machine I had was theirs. I'm now well past the end of that contract but can't get anyone from the company to call me back to help cancel and I keep getting billed every month!!Desired Settlement: I would like to receive all payments they collected after the end of the contract.

Business

Response:

Business states that they would like to apologize for the delay and are currently looking into the consumer issues. Business will adequately respond to consumer as soon as they conclude their review of the situation.

Business

Response:

POS Portal has completed our investigation into the following matter and has proposed a solution which will result in a refund of fees and will alleviate the need to return any outstanding equipment. The original signed rental agreement (attached ) between [redacted] states that POS Portal will continue to collect rental payments until the rented equipment is either returned or purchased outright. [redacted] contacted POS Portal in April of 2013 and was provided a quote to buyout the equipment or the option to return it. Unfortunately, after the initial contact in 2013 we have no record of any further contact from [redacted] indicating that a decision had been made to exercise the buyout option or to return the equipment. In December of 2014 [redacted] once again contacted POS Portal to ask about ending the monthly rental payment. Upon a complete review of [redacted]’s account we have decided to take the following actions: - POS Portal will close the rental account without requiring a buyout or return of the equipment. - POS Portal will refund all rental fees collected during the past 24 months (Jan 2013 – Dec 2014) in their entirety.

Consumer

Response:

Consumer states that they accept business offer.