Prestige Payment Systems

Complaint: ***I am rejecting this response because: My so called Agreement was for 1% credit and 0% debit to begin with so they didn't change anything. I told them I'm not paying a dime to switch over, so again, didn't do me any favors, they knew from day one they are paying for the switch, lies again. They knew I am not going to use their card terminals so thats why they give 0% debit. I am not seeing a 1% credit like they have in the contract, its more like 3% add on all the fees and the added lease cost they tricked me into signing, it's closer to 5%. This company has no reason to do anything about a Revdex.com complaint any longer seeing they have an F rating. You can't get any worse that F, is there an F-? I will proceed with taking legal action. What kind of company has in their contract.....Merchant will not rely on any verbal information provided by Prestige employees. Basically saying they provide only advertising and straight lies. Also in the contract, Merchant agrees to not slander, liable, or bring harm to Prestige in any way through any source of media. Hello, do you think if I wasn't rushed through the contract by their expert *** sales team, I would actually sign this. What business has this type of language in a credit card processing contract. Beyond taking legal action, I plan to file an complaint with the attorney general and speak with the investigative reporting team at my local news station.Sincerely,*** ***

Complaint: ***I am rejecting this response because: To start with I did not get a $refund PCI compliance feeHe told me that fee was in with the $a monthAnd if you gave me a $why do you want it backThe person with whom I talk to did not explain things to me very goodAnd furthermore this is not my business so you should not have let me sign anything. I don't like be lied . Sincerely,*** ***

Dear Revdex.com Representative:
Thank you for bringing this complaint to our attentionWe take complaints like this very seriously and have a team dedicated to resolving all complaints and other issues involving our company.
We have carefully reviewed this complaint and have not found
any support for the customer's claimsAs an initial matter, Richard's wife represented on both the Merchant Processing Application and Agreement ("MPA") that she signed and on a recorded training call that she was the majority owner of the customer's businessOur company was entitled to rely on these representations to conclude that Richard's wife had authority to bind the business to the agreement
Furthermore, the customer has not been charged any hidden feesThe MPA signed by the customer clearly sets forth each and every applicable rate and fee for credit and debit card processing, including a non-cancellable lease for processing equipment for $77/monthThe customer also participated a recorded training telephone call with the company's compliance administrator in which she confirmed her understanding of and agreement with the terms of the agreement, including the "non-cancellable" lease, the monthly lease payment, and other applicable rates and feesThe company records these calls as a matter of process to ensure that the customer agrees to all terms and conditions of the agreement
Additionally, our customer service team has worked diligently with the customer to resolve any concerns and maximize the customer's overall experienceFor example, we reduced the customer's downgrade surcharge rate from 2.99% to 1% and reduced the signature debit rate from 1% to 0%We also issued the customer a courtesy credit in the amount of $These courtesy credits and rate reductions come at a significant expense to the company, but we agreed to them nonetheless in an attempt to keep the customer happy
Even so, we have offered to terminate the customer’s processing agreement before expiration of the agreed upon term at no cost and waive the agreed upon early termination feeThe customer responded that he has already signed another equipment lease and that he would have to check if he can get out of that lease early before deciding how to move forwardWe therefore placed the customer on a seasonal hold so that he won't incur any processing charges while he assesses his options with his other providerThe customer understands that our offer to close the account does not include the equipment lease, the rights to which are owned by a third partyWe will therefore wait to hear back from the customer and will honor our agreement to close his processing account early if he chooses that route
As such, we feel that we have adequately addressed all the customer's concernsIf you have any further questions or concerns regarding this file, please do not hesitate to contact us Thank you

Dear Revdex.com Representative:
Thank you for bringing this complaint to our attention. As an initial matter, our company maintains a resolution center on our website through which we encourage customers to submit issues like this without the need for involvement of a third party like the
Revdex.com
We have reviewed the complaint and the customer’s file and found no support for the customer’s claims. The customer signed a Merchant Processing Application and Agreement (MPA) that sets forth all terms and conditions of the agreement, including an itemized list of all credit and debit card processing fees as well as the non-cancellable lease for processing equipment for $per month (plus applicable taxes) for a term of months. Additionally, the Merchant Receipt signed by the customer clearly sets forth the early termination fee for early cancellation of the processing agreement and the lease clearly sets forth the non-cancellable nature of the lease as well as the amount owed for defaulting under the lease. The customer also participated in a confirmation call with the company’s compliance administrator in which he confirmed his understanding of and agreement with the primary terms of the agreements. There is no indication in the agreements or elsewhere that the customer was promised a 30-day trial period and the agreements and confirmation call make clear that there was no 30-day trial period
That said, our customer service department has worked diligently with the customer to resolve his concerns In March 2016, our customer service department offered to reduce the customer’s processing rates but the customer refused this assistance and instead wished to terminate the agreements Though the processing and lease agreements are valid and enforceable, we have agreed to terminate the customer’s processing and lease agreements prior to expiration of the agreed upon terms. The customer paid the early termination fee for cancelling the processing agreement early pursuant to the terms of the Merchant Receipt and the lease was terminated at no charge as a courtesy to the customer.As a result of the above, we feel we have addressed and resolved each and every issue raised in this complaint. Should you need any additional information in order to close out this file, please let us knowThank you

Dear Revdex.com representative:Thank you for bringing this complaint to our attention We take complaints like this very seriously and have a team dedicated to resolving all complaints and other issues involving our company.We have reviewed this complaint and the customer file and have not found any
support for the customer's claims The customer clearly agreed to and signed the equipment lease which expressly states that the agreement is "non-cancellable" with a term of months (as is common with any lease) The customer signed the agreement on 3/16/2015, not "in the middle of" the POS set up process as claimed Moreover, there is no evidence in the file that the merchant was promised a savings of $30,per year and any promises of savings is against company policy.Additionally, our customer service department worked diligently with the customer to set up his POS system, but the customer's existing POS provider was uncooperative In mid-April, the POS provider let us know that the set up failed The set up failed because we were told that the customer had a different POS software than it actually had On May 1, we tried again to set up the POS system, but received a notification that the customer needed to upgrade its software in order for the set up to be completed In the meantime, our company credited the customer $1,and reduced his processing rates.The customer's claim that our company did not respond to his calls or emails is similarly without merit Our records show that our customer service department communicated with the customer or attempted to reach the customer at least times between March and May 11, 2015.Due to the equipment incompatibility, the company terminated the customer's equipment lease and his processing agreement As a result of the $1,credit, rate reduction, significant efforts to set up the equipment, and termination of the agreements, the company feels as though it has satisfied the customer's concerns and considers this matter closed.Should you have any further questions or concerns regarding this file, please do not hesitate to contact us Thank you

Dear Revdex.com Representative:
Thank you for bringing this complaint to our attentionWe have reviewed the complaint and the customer’s file and have found no support for the customer’s claimsThe customer signed a Merchant Processing Application and Agreement (MPA) that sets forth all terms and
conditions of the agreement, including an itemized list of all credit and debit card processing fees as well as a non-cancelable lease for processing equipment for $per month (plus applicable taxes) for a term of months
That said, our customer service department has worked diligently with the customer to resolve his concernsBetween November and November 2016, we refunded the merchant a total of about $1,for PCI and other validly charged feesDespite these refunds, we agreed at the customer’s request to terminate his processing and lease agreements prior to expiration of the agreed upon terms and waive all associated early termination fees and obligationsAs such, the customer will have no further obligations under these agreementsThe customer has expressed satisfaction with this resolution
As a result of the above, we feel we have addressed and resolved each and every issue raised in this complaint. Should you need any additional information in order to close out this file, please let us knowThank you

Dear Revdex.com Representative:
Thank you for bringing this complaint to our attention. Contrary to the customer’s claims, our company is not responsible for the batching issues the customer is experiencing, nor is our company holding the customer’s funds. According to our research
and discussions with the customer, his wife always manually batched out their credit card terminal until she recently passed away, and since then the customer was not aware that he had to manually batch out the machine. When he finally batched out at the end of March 2016, he had $42,in outstanding funds to be deposited into his account. Due to the size of the batch, the processing bank (First Data) flagged the account as a security risk and only released $25,
Though our company is not responsible for the error and has no control over the funds, we are working with First Data and the customer to get the funds released. The customer is aware of this and we will continue to keep him updated on any progress that is made
As such, we feel we have done all we can to address the issues raised in this complaint. Should you need any additional information in order to close out this file, please let us know. Thank you

Dear Revdex.com Representative:The following responds to the customer's rejection of our initial response. The delay in issuing the refunds was due to a banking issue that affected refunds/credits for all customers, not the timing of the Revdex.com inquiryOur company recently changed banks and the ACH vendor we use to issue credits/refunds took longer than expected to update our banking information on file so they could issue credits/refunds on our behalfOnce this delay was brought to our attention, we actually made alternative arrangements to issue this customer's refunds through another ACH vendorWe sincerely regret the inconvenience caused to this customer as a result of the banking transition and delay by our ACH vendor, but this issue has been resolved and the customer has been issued all promised refunds. If you require any additional information, please feel free to contact us. Thank you

Complaint: ***
I am rejecting this response because:I have a contract that clearly says it is a month-to-month agreement No one has allowed me to listen to the voice recording of the phone call, but I was led to understand that if I did not use the service, there would be no chargeI was led to understand that I would only be charged on months that I used the serviceI never once used the service at all In fact, I did not even know HOW to use the service! I was not even set up to do soThe equipment was mailed to me, but I do not have the foggiest idea how to use it, or what website to go toWhile it is true that it is a seasonal business that is busiest Feb-September, I did not agree to use the service each of those monthsIt was explained to me that I could use the service on only the peak months, and be charged only on those months that I did soFurthermore, they charged me for PCI noncompliance, which is simply not trueI did become PCI compliant If the company insists that I agreed to such terms as they are claiming, I want to see exactly where, on the contract, that I agreed to these terms If it was verbally "glossed over" and I inadvertently agreed verbally to something I did not fully understand, I would like to hear what I agreed to I've been told I agreed to something I absolutely do not believe that I agreed to
Sincerely,
*** ***

Dear Revdex.com Representative:
Thank you for bringing this complaint to our attention. We have reviewed the file and found no support for any of the claims raised in the complaint All fees charged to the customer have been in accordance with the Merchant Processing o and
Agreement (MPA) signed by the customer The MPA includes a detailed two-page Schedule A with an itemized listing of all rates and fees applicable to credit and debit card processing, as well as a separate equipment lease section that clearly discloses the monthly equipment lease payment and duration of the lease. The Merchant Receipt signed by the customer clearly discloses the early termination fee charged for termination of the agreement before the end of the agreed upon term. The customer also confirmed her understanding of an agreement with the primary terms and conditions of the agreement in a recorded telephone call with a member of our company’s compliance team soon after signing the agreements.
Furthermore, our customer service department worked diligently with the customer to resolve her concerns. In August 2015, we removed the customer’s downgrade surcharge applicable to non-qualified credit card transactions, resulting in significant go-forward savings on credit card processing. Additionally, between July and March 2016, we issued the customer a total of $1,in courtesy credits and refunds, despite the fact that all charges were in accordance with the MPA. Even so, at the customer’s request, we have terminated the customer’s processing agreement/account early before expiration of the agreed upon term and waived the associated early termination fee, but no grounds exist for early termination of the equipment lease, the rights to which are owned by a third party leasing company. These significant refunds and credits and the early termination at no cost will result in a substantial loss for our company, but we prefer a swift resolution to this matter
As a result of the above, we feel we have addressed and resolved every issue raised in this complaint and request it be reopened. Should you need any additional information, please let us know. Thank you

Complaint: ***
I am rejecting this response because: Yes, I was contacted shortly after submitting the complaint and promised a full refund then they asked me to report everything as resolvedI replied that I would do so after the refund was actually issuedI have waited a week and also tried calling within the week to check on the delay with no follow up on their part yet againThe refund has not been issued as promised
Sincerely frustrated,
*** ***

I am rejecting this response because:
Firstly, I appreciate the business's reply to my complaint and hope to resolve this issue togetherThe recorded call was a much longer conversation than the portion attached to this complaintDuring that call I spoke with the sales person and then to the manager before being transferred to *** where the phone call recording attached beganDuring the sales call, the main reason I switched companies to Prestige was because the sales person informed me that by law, I needed to have the new chip technology machine or I could be held liable for fraud charges This scared me and so I expressed my concern and the sales person shared with me the monthly fees would be $and change, and after chatting a bit more , transferred me to the manager who talked me through the charges She indicated that the monthly fees would be $and change
Per the business's response to my complaint it indicated I would owe $for charges and the lease payment, but I have a bank charge on my Dec statement for $for the FDGL Lease Pymt *** *** This is in addition to the $charge that I have a bill for from Prestigue/*** *** which I understood to include the leasing charge from *** ***
Please understand, English is my second language and confusion can be a factor but I honestly believed I was getting the "chip" machine from my discussions with the sales person & manager, also the monthly charges just do not make sense from what I understood and what I am seeing on my bills I acknowledge I agreed to the standard machine per the recorded msg, but I di not understand exactly that this meant I would not get a chip machineQuestion: Do I NEED the chip machine as the sales person indicated or I will be liable? And if so, why do they even send out Standard machines anymore?
As the business acknowledged, the initial overcharge I called about and they billed me for, has been corrected
I hope we can clarify and move forward

Dear Revdex.com Representative:Thank you for bringing this complaint to our attentionAs an initial matter, we maintain a Resolution Center on our web site through which we encourage all customers to submit issues like this so they can be resolved without the involvement of a third party like the Revdex.comWe
have reviewed the complaint and the customer’s file and have found no support for the customer’s claimsOur customer service department did not receive any notification from the customer’s new processing company that he wished to terminate serviceNon-use of the account does not constitute as cancellationAll requests for termination must be signed by the owner of the accountWe received the request from the customer and are now processing this according to procedureAs a result of the above, we feel we have addressed and resolved each and every issue raised in this complaint. Should you need any additional information in order to close out this file, please let us knowThank you

Dear Revdex.com Representative:Thank you for bringing this complaint to our attentionAs an initial matter, we maintain a Resolution Center on our web site through which we encourage all customers to submit issues like this so they can be resolved without the involvement of a third party like the Revdex.comWe
have reviewed the complaint and the customer’s file and have found no support for the customer’s claimsThe customer was sent and signed a Merchant Processing Application and Agreement (MPA) that sets forth all terms and conditions of the agreement, including an itemized list of all credit and debit card processing fees as well as the $monthly payment (plus applicable taxes) for processing equipment for a term of monthsAdditionally, the customer participated in a recorded verification call with the company’s compliance administrator in which she expressly confirmed her understanding of the primary terms and conditions of the agreement, including the equipment lease term and associated monthly lease paymentThat said, our customer service department has worked diligently with the customer to resolve his concernsDespite those efforts and the existence of a valid and enforceable agreement, we have agreed to terminate the customer’s processing prior to expiration of the agreed upon terms and waive all associated early termination fees and obligationsAs such, the customer will have no further obligations under these agreements after that timeWe feel we have addressed and resolved each and every issue raised in this complaintShould you need any additional information in order to close out this file, please let us know

Dear Revdex.com Representative:
Thank you for bringing this complaint to our attention We take complaints like this very seriously and have a team dedicated to resolving all complaints and other issues involving our company We inadvertently failed to submit our response by your
deadline and see that this complaint was recently closed as unanswered, but we feel that we have satisfactorily resolved the customer’s complaint and therefore do not believe that this should count as a negative mark against us As such, we respectfully ask that you re-open the file and accept this response We have reviewed this complaint and the customer file and have not found any support for the customer's claims All rates and fees charged to the customer were clearly disclosed in the Merchant Processing Application and Agreement ("Agreement”) signed by the customer The Agreement contains a separate two-page "Schedule A" expressly setting forth each and every applicable rate and fee for credit and debit card processing and there is no indication that the customer was charged anything but these rates and fees The Merchant Receipt signed by the customer also clearly sets forth the fees owed to the company if the customer wishes to terminate the Agreement before expiration of the agreed upon term As such, any claim that our company charged improper fees or otherwise failed to live up to the signed Agreement is false
Even so, our company worked diligently with the customer to resolve its concerns For example, in June, the customer was given a courtesy credit of $to cover fees he was billed in May
Even though the customer agreed to a valid and enforceable Agreement for a term of three years and we have worked diligently to resolve the customer’s concerns, we have agreed to terminate the customer’s processing and lease agreements before expiration of the agreed upon term and waive the associated early termination fees in order to bring this matter to a close The company will incur significant out of pocket costs by terminating the Agreement early at no cost, but we prefer to resolve these issues quickly and amicably If the customer has any further issues, we urge him to contact us directly.Should you have any further questions or concerns regarding this file, please do not hesitate to contact us Thank you

Complaint: ***I am rejecting this response because:First of all they didn't cancel the agreement until today, I really appreciate this but in equipment lease 1-I have signed in one place but my signature was forged in other places, to proof my signature was copied to other places, just pay attention to one little dot after second "s" you can see it on all signatures and beside the size all of them are exactly, I mean exactly same2- They never mentioned party company and years agreement for equipment not even price was mentioned for each month3- as clearly said in their respond days to deposit $to my account but they just deposited today it means after months, what is telling you4- Wform: again it was my forged my signature, there is no my name on it, there is no social security or EID number, no any information about me or company but signatureDealing with people money and charging $for compliance fee and all your doing is fraudI Should go to attorney instead of writing letter Sincerely,*** ***

Dear Revdex.com Representative:Thank you for bringing this complaint to our attention We take complaints like this very seriously and have a team dedicated to resolving all complaints and other issues involving our company.We have reviewed this complaint and the customer file and have
not found any support for the customer's claims The customer clearly agreed to and signed a Merchant Processing Application and Agreement ("Agreement") that contained a separate two-page "Schedule A" expressly setting forth each and every applicable rate and fee for credit and debit card processing The Agreement also includes a clear and unambiguous "non-cancellable" lease for processing equipment for $plus a $tax handling fee per month for months The Agreement also clearly describes the two pieces of processing equipment the customer ordered - one terminal and one pin pad The customer additionally participated a training telephone call with the company's compliance administrator in which he confirmed his understanding of and agreement with the terms of the Agreement, including the "non-cancellable" lease term, monthly lease payment, and types of equipment ordered As such, the customer's claim that he was unaware of the equipment he ordered or that the lease is non-cancellable is without merit Indeed, all leases by nature are non-cancellable without payment of some early termination fee Moreover, the customer admits in his complaint that he was advised of the "$297" monthly lease payment, so it is not clear from the complaint what he is alleging the company misrepresented Thus, the customer's claim that he did not know he signed a lease lacks support.Even so, our customer service department worked diligently with the customer to to resolve its concerns On or around 4/21/15, the company credited the customer $1,to cover necessary POS system upgrades Around the same date, the customer called and one of our customer service representatives walked him through the terms of his equipment lease and, specifically, how the first month's prorated lease payment is charged On or around 8/1/15, our customer service team reduced the customer's offline debit card processing rate from 1% to 0% and the customer's non-qualified card surcharge rate from 2.99% to 0.005% These are significant rate reductions provided as a courtesy that will result in a significant financial loss for the company.As such, the customer agreed to a valid and enforceable Agreement and the company has taken significant steps to resolve the customer's concerns, but no grounds exist for early termination of the equipment lease, the rights to which are owned by a third party The company's fully staffed customer service department stands ready to work with the merchant to resolve any additional concerns he may have.Should you have any further questions or concerns regarding this file, please do not hesitate to contact us Thank you

Dear Revdex.com Representative:
Thank you for bringing this complaint to our attention. We have reviewed the complaint and the customer’s file and found no support for the customer’s claims. The customer signed a Merchant Processing Application and Agreement (MPA) that sets forth all terms and
conditions of the agreement, including an itemized list of all credit and debit card processing fees as well as the non-cancellable lease for processing equipment for $per month (plus applicable taxes) for a term of months. Both the MPA and the Merchant Receipt signed by the customer set forth the fees for early termination of the processing agreement and lease agreement and none of the agreements provide for a 90-day trial period.
That said, our customer service department has worked diligently with the customer to resolve her concerns. Between February and June 2016, we refunded and credited the merchant a total of $5,037.65. This was comprised of refunds for monthly lease payments charged while she was not using her POS system, annual fees, inactivity fees, monthly minimum fees, token and encryption fees, and processing rate adjustments. We also reduced the customer’s downgrade surcharge for non-qualified card transactions from 1.99% to 0.05%. All such fees were agreed upon in the MPA and related agreements, but we provided these refunds and reductions as a courtesy to keep the customer happy
We also worked closely with the customer to resolve her equipment issues. When she first let us know that her Clover system was not working, we removed her $Clover fee and ordered her a new POS system. This was primarily done to fulfill the customer’s request for a system with computer monitors, a mouse, and a keyboard In December 2014, we informed the customer that the new POS system works with Microsoft dynamics RMS and she replied that she would use the new system. In February 2015, the customer still did not think the POS system met her business needs and asked that we send her a regular terminal and PIN pad. We fulfilled this request and refunded the customer all fees charged up until that date (see refund descriptions above)
In November 2015, the customer called complaining that she thought her fees were too high, despite the fact that her overall effective rate (including her lease payment) was 1.8%. This rate is well below industry standard In August of this year, we let the customer know that we would terminate her processing agreement at no charge and waive the agreed upon early termination fee, but that per the Merchant Receipt, all refunds and credits would need to be reimbursed if she elected to terminate the agreement early. The customer is discussing this proposal with her partner and we are awaiting her response. The customer is presently current on her lease payments and actively processing payments with our service
Should you need any additional information in order to close out this file, please let us know. Thank you

Dear Revdex.com Representative:
Thank you for bringing this complaint to our attention. We
take complaints like this very seriously and have a team dedicated to resolving all complaints and other issues involving our companyWe have reviewed this complaint and feel that we have resolved the customer's concernsAs an initial matter, the company maintains a Resolution Center on its website that we urge all customers to use to submit concerns like thisWe regularly address customer issues in that manner without the need for the assistance of a third party like the Revdex.comWe have successfully resolve this customer's over-billing issueA billing error was made resulting in the customer being charged $per card swipe instead of $per swipeIn September 2015, our customer service department worked diligently with the customer to resolve this issueThe customer was refunded $1,on 9/26/to cover this mistake and the billing error itself has been corrected moving forwardAs for the customer's claim regarding its equipment lease, the customer clearly agreed to and signed a Merchant Processing Application and Agreement ("Agreement") that contained a clear and unambiguous "non-cancellable" lease for processing equipment for $plus a $tax handling fee per month for months. The Agreement also clearly describes the three pieces of processing equipment the customer ordered - two terminals and one pin pad. The customer additionally participated in a recorded training telephone call with the company's compliance administrator in which he confirmed his understanding of and agreement with the terms of the Agreement, including specifically the "standard terminal and pin pad and that's on that $a month, 48-month non-cancellable lease." When asked on the call if this sounded right, the customer replied, "yes." The company has a standard practice of conducting a recorded telephone call like this with all new customers to confirm that they understand and agree to all materials terms of the agreement As such, the customer agreed to a valid and enforceable Agreement and the company has taken significant steps to resolve the customer's concerns, but no grounds exist for early termination of the equipment lease, the rights to which are owned by a third partyThe customer continues to use the company's services to process paymentsIf the customer has any further issues, we urge her to contact us via telephone or to submit a message through the company’s Resolution Center on its web siteShould you have any further questions or concerns regarding this file, please do not hesitate to contact us. Thank you

Complaint: ***I am rejecting this response because:
I was coerced into signing an agreement through misrepresentation of ratesI have proof that a Prestige representative emailed promised rates of 1% that never materializedThe rates were anywhere between to 9%, which I also have proof ofIf it wasn't at the rate that she lied about, then I wouldn't have signed the contract because it isn't beneficial for my business structure to use a machineCrunching the numbers with the saving that I was purported to receive, it was worth itWithout those rates, not worth it at all.Revdex.com: I do not accept the response made by the business to resolve this complaint
You are ruining my business and personal credit for years and making me pay for more years of unearned and unwanted monthly payment for a service that was sold to me fraudulentlyYou have made it harder on my family to financially do what we need to do for our child who has autism and needs special attention and therapy forYou have made it impossible for us to get in a house for our child that has a fence because he is a wanderer and know's how to unlock all doors.
You saying that it is more of a hardship for your multi-million dollar company to take a $hit due to your representing companies misrepresentation of services provided than it is for a small business and family to pay for $for nothing, and have it affect our personal credit and business? That makes no sense and is morally wrong and wrong in business
I need this deleted off of my personal credit and the $owed for future payments for a service not provided taken off of my account