Potamkin Automotive

Complaint: 11515410
I am rejecting this response because: I clearly asked for 1 account but two devices when I talked to Sharee Porter about this, so I disagree with the response, however, I did see two letters today in the mail where uswipe did initiate two refunds, one for each merchant  "to my bank accpunt".  I closed my bank account after I started getting charges that I was not told about, so they will need to issue checks to me.  As soon as I see the refund checks I will accept the response and move on. 
Regards,
[redacted]

The customer initiated two accounts to receive two separate types of equipment. We do apologize for any miscommunication on behalf of our organization, however, the customer agreed to and signed for both accounts as well as agreed to the charges. Per the merchants request, both accounts were...

closed, we provided a prepaid label to receive the equipment back, the merchant was never charged for the equipment so no refund was due and the matter has been resolved.

uSwipe takes great pride in conducting business with the
highest level of service and support. We have and continue to develop long
lasting relationships with our merchant, affiliates, and business partners; we
regret any time we receive a response from an unsatisfied customer.
 
The...

fee you incurred was not an “inactivity” fee as stated
in your complaint. This fee was charged due to your failure to validate your PCI-DSS
compliance, as required by your merchant agreement. Any business with an open
merchant account is required to attest to PCI-DSS compliance on an annual
basis. The due date varies depending on when you opened your Merchant Account.
In preparation for your due date, we send courtesy notifications via standard
mail and email, to advise you of the approaching deadline. Failure to complete
your Self Assessment Questionnaire by the due date resulted in a non-validation
fee. An open Merchant Account will continue to receive the non-validation fee on
a monthly basis until the compliance is completed. When you certify your
compliance with PCI-DSS, you demonstrate your commitment to Data Security, in
addition to reducing your exposure to fraud and the costs associated with it.
 
Per your Program Guide and our Terms and Conditions, any
fees you incur from your Merchant Account can be debited from the checking
account provided to us when your uSwipe account was opened, including
non-validation fees. Even if you never processed a transaction through uSwipe,
by having an open Merchant Account you have the ability to process a
transaction and are obligated (per your agreement) to comply with all mandates
set by the processing bank. This includes completing your PCI Compliance
requirements. While you may not have been actively using your account, the fact
remains that you still had an open Merchant Account with uSwipe as you did not
notify us of your intent to close your account.
 
Unfortunately, we are unable to offer any reimbursement of
the non-validation fees that you received as these were charged in accordance with
the Merchant Agreement, Program Guide and Terms & Conditions that you
agreed to when opening your account.

Mr. W[redacted]n continues to distort the facts. "He signed and agreed to the rates provided on his account. The data entry error occurred by First Data during the rate adjustment that was made in April in an attempt to appease the merchant despite the fact uSwipe had no contractual obligation to make any decreases in fees for the merchant. Mr. W[redacted]n continues to make false accusations regarding the rates he was assessed. Merchant processing rates are very complex. Per the Terms of the Agreement, a transaction processed may be assessed surcharges depending on various factors associated to the card and the manor in which it was processed. This will cause the total fees assessed to a merchant to vary.  uSwipe does not offer any type of set rate for transactions processed in a calendar month. Mr. W[redacted]n's further claims about over charging based on his previous bills are false. The merchant account number in question had the agreed upon rates per the signed merchant application. In addition to the factual contractual legalities of the rates assessed, Mr. W[redacted]n also did not comply with Section 18.10 of his agreement that states a formal written request must be submitted in writing within 60 days of a statement date should there be any disputes regarding fees. Mr. W[redacted]n did not provide a written request until May 2, 2016 at which time his concerns were immediately addressed. His claims of contacting the office are not documented and are therefore are speculation and hearsay. Furthermore, Mr. W[redacted]n made various harassing, slanderous and defamatory telephone communications to our organization once he realized he was contractually bound to these rates. His direct written correspondence reaffirms his unprofessional demeanor in conducting himself despite our best efforts to provide an adequate resolution. His account was reimbursed for the data entry error that occurred on his April statement and his account was terminated per Section 23 of his Terms as a result of his vulgar and slanderous communications.Attached is the signed Merchant Processing Application Mr. W[redacted]n submitted with his signature and the rates he was agreed upon (which lists the rates he was billed) as well as the Program Guide Terms and Conditions. uSwipe made adequate, timely and professional attempts to provide resolution to Mr. W[redacted]n regarding his complaint. uSwipe always takes great pride in doing so for each and every customer.

uSwipe takes great pride in conducting business with the
highest level of service and support. We have and continue to develop long
lasting relationships with our merchants, affiliates, and business partners; we
regret any time we receive a response from an unsatisfied customer.
When you...

opened your account, the pricing program you
selected included a qualified rate of
1.69%. The way credit card processing service work is that there is
a qualified rate that applies to most transactions (regular debit and credit
cards); however there are also mid- and non-qualified rates that vary depending
on the method you used to enter a transaction (i.e. key-entering instead of
swiping the card) and the type of card it is (i.e. business, government or special
rewards-type credit cards). 
There are multiple ways that you could have contacted our
uSwipe office to discuss rates.  In fact,
the notes in First Data Merchant Services database reflect that they provided
you with our contact information so you could reach us directly; however we
have no record of you contacting the uSwipe office for assistance in understanding your
bill or how the charges work. Additionally, the charges that you began
incurring could surely have been resolved by the First Data customer service
helpdesk as they address billing inquiries on a daily basis.
When you had your bank begin rejecting the debits to your
bank account, this put your account into collections. Your account was closed on
June 7, 2015 by First Data Merchant Service due to your collections balance
with them. At this point, any collections balances need to be addressed and resolved
with the First Data Merchant Services collection department at ###-###-####
as we are a sales entity for First Data, we do not have access to resolve
collection balances.

As stated in our original
response, we send courtesy notifications via standard mail and email to advise
you of the PCI-DSS requirements. While is it only required that we send
notification via one medium, we understand that importance of how your merchant
account plays a role in your business and go above our duty to notify you via
multiple avenues; however, we are not required to verify that you receive, or
read, any notifications that are sent.  Per
your Program Guide and our Terms and Conditions, any fees you incur from your
Merchant Account can be debited from the checking account provided to us when
your uSwipe account was opened, including non-validation fee; uSwipe did not “steal”
any money from you as we also incurred an expense from our processing banks and
the card associations by your account not being validated in a timely manner.
While it is unfortunate
that you were unable to access your account, any information we use to create
your account is based on the information you provided on your application
(including your email address). Additionally, since the email that contains your
username and password is an automated message, our organization was unaware
that you did not receive it. We encourage all of our customers to reach out to
our customer service department with any questions related to their account –
it would have been helpful had you contacted us within the first few days of opening
your account to let us know you had yet to receive your login information.  
While we are unable to corroborate
your claim that the individual you spoke with was rude and refused to allow you
to speak with a supervisor, this type of behavior is not tolerated. We have
since addressed the situation with our support staff and have recently
implemented on-going training programs to ensure that our customers continue to
receive professional and supportive service from our organization.  
Lastly, you are correct
– we do offer of $50 referral credit for merchants who are referred and
approved for a new account. After researching this, I do indeed see that you
referred a new customer to us and greatly apologize that you did not receive
your referral credit in a prompt and timely manner. While the account that you
referred is now closed with us, it is important to our organization
to honor our obligations. We will be sending you a $50 referral payment; this
will be addressed to the address you provided at the time you submitted your
Revdex.com inquiry.

When you setup your account online, you provided us your
banking information to deposit your transactions and to withdrawal any fees
associated with your account. The address we have on the file is the same
address you have provided on this Revdex.com inquiry, and you confirm (in your
response) that you received monthly statements from us. We are unsure how you
would not have received any of our other communications as we use the same
address for all correspondence. Additionally, we have no record of receiving
returned or undeliverable mail for your account. As stated in our previous
response, we attempted to contact you at the phone number you provided on your
application on nearly a weekly basis in order to install your account, each
time leaving a voicemail for you to call us back. We made every effort to help
you join our growing family of satisfied uSwipe customers.
The first debit we made on your account was for your June
2015 fees (which would have hit your bank account the first week of July),
however we did not receive any inquiry or communication from you until
September. Had you contacted us immediately when the first withdrawal was made,
we could have remedied your account and no further fees would have been
attempted. We cannot simply offer a refund for all fees you have received as we
too have incurred expenses from the processing bank to have your account open
and from the compliance monitoring network for your non-compliance/non-validation
status.
When you created your account online, you indicated agreement
to the program’s terms and conditions which are available here.
Any fees that uSwipe has taken from your account were for fees due in connection
with your Merchant Program Guide and the above terms and conditions. As
previously stated, we are unable to offer any reimbursement for the fees you
have incurred for having an open account with uSwipe.

Complaint: 10853482
I am rejecting this response because:I would like to reinstate that when one of the sales person approached my dad at the convention she did not mention all this to him and even though it's all in the terms and conditions my dad does not understand English very well, she only mentioned to him it would be free as long as he didn't use it which is why he accepted it from the first place. Regardless the reason why I am not accepting this response is because this company is a complete liar because back in May when we discovered all of these charges we called uswipe & had spoken to one of the agents from uswipe regarding this matter and the agent clearly had told me to send their product back to them and they will mail a check to my father in about 2 weeks of 99$(the total charge was 299$ that they took from us  but they refused to refund the full amount back). We mailed the product waited several weeks after & never received a check. I called a few weeks after and they hung up on me, and that's when I called again about 3 weeks ago and again one of the agents named "[redacted]" said she will speak to Jarod once he comes back from out of town to send the check out. Jarrod, who claims he owns half the company said he does not see anything in the records showing that I spoke to an agent back in May. This is a complete lie because one if I didn't speak to anyone back in May how would I have known that I needed to send the product back to them and what address to send it to, jarrod even said that they received the product back in June. So it doesn't make sense that I would send the product out to them randomly if I hadn't spoken to an agent and they advised me of the steps I need to take to get a refund back. Secondly, if the agent didn't notate the account that is not our fault. They need to check their call records in May and listen to the conversation I had with the first agent. I am extremely frustrated because uswipe kept us waiting so long for this check to be sent out to us and after all this wait and phone calls [redacted] says we don't see anything on the account and we are not refunding you anything then hangs up on me. 
Regards,
[redacted]

Thank you for your response to this matter
1. I was never informed about a "PCI-DSS" (I do not know what this is)
2. I never received "courtesy
notifications via standard mail and email, to advise me of the approaching
deadline"
3. I never received a "Self Assessment
Questionnaire"
4. I was told that my ONLY fees would
be if I used the card reader "Like the PayPal card reader" as stated by the USwipe
customer representative(PayPal DOES NOT charge me any fees, but only at every
card reader use)
5. I would appreciate all monthly
charges by USwipe be refunded to my account
6. Upon refund of fees/monthly charges,
please close this account.[redacted]
Complaint:
I am rejecting this response because:
Regards,
[redacted]