Prestige Payment Systems

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 disagree with the
customer's claims The customer clearly signed all agreements via the company's third party electronic signature platform and the system's records show that the signatures came from the customer's email address and IP address The customer also provided the company with a voided check, a W-9, and other banking and related information necessary to open the account The agreements signed by the customer clearly disclosed all fees and rates applicable to the processing and leasing programs as well as the duration of the agreements, including the equipment lease Even so, the company agreed as a good faith gesture to terminate the customer's processing agreement and close the processing account before expiration of the agreed-upon term at no cost and waive the early termination fee agreed to by the customer.The $credit referenced by the customer was due after days of successful processing by the customer This credit has since been released by the company via ACH and should have already hit the customer's account.As such, the company has taken significant steps and incurred a substantial losses 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 Our company has advised the customer that it has the right to transfer the lease to a third party since the customer has apparently closed its business Should you have any further questions or concerns regarding this file, please do not hesitate to contact us Thank you

Dear Revdex.com Representative: We have reached out to merchant and confirmed his account is closed and agreed to refund the $that he was charged in errorAs 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 have reviewed the complaint and the customer's file and found no support for the customer's claim that she did not know she was in a contract. The customer signed a Merchant Processing Application and Agreement...

(MPA) that set forth all terms and conditions of the agreement, including an itemized list of all credit and debit card processing as well as the non-cancellable lease for processing equipment for $57 per month (plus applicable taxes) for a term of 48 months. 
In or around October 2015, the customer experienced equipment issues that were common in the industry due to the EMV transition. Our customer service team worked with the merchant to resolve these issues and ultimately swapped out her equipment. Even so, the customer remained unhappy and we terminated her processing agreement early before expiration of the agreed upon term, but no grounds existed at that time for termination of the lease agreement, the rights to which are owned by a third party leasing company. Our customer service department spoke with with the customer again recently and will arrange for early termination of the equipment lease before expiration of the agreed upon term at no charge. The customer will therefore have no further obligation under any of the agreements.
As a result of the above, we feel we have resolved all issues raised in this complaint. Should you need any additional information in order to close out this file, please let us know. Thank you.

Complaint: [redacted]
I am rejecting this response because:I have tried many times to contact the leasing company with promises of a call back from Steven and have never received a call back.  Yes, you do owe us a refund of $539.08 for  the money that your company took out of our account after your service was terminated.  I will keep rejecting until a refund is issued.
Sincerely,
[redacted]

Revdex.com:  Thank you for your assistance. Without your clout I would have never received a response or a refund. GREAT JOB!!I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

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. The customer's claim that it was overbilled is false...

since all fees charged to the customer were disclosed in the Merchant Processing Application and Agreement signed by the customer.  Even so, we recently issued the customer the refunds claimed by the customer for both stores for the last 6 months and also reduced the customer's processing rate for debit transactions moving forward.  The refund for [redacted] about $82 and the refund for [redacted] totaled about $87.  The customer should have received these funds last week and continues to process payments with our services as of today.
Should you have any further questions or concerns regarding this file, please do not hesitate to contact us.  Thank you.

Complaint: [redacted]I am rejecting this response because:
Great! Thank you for resolving this. However, I will not be able to close this until it has actually been deleted off of my credit report. I would like for this complaint to remain open and in a status of processing request until then.
Thanks again for all of your work on this.

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. 
Contrary to the customer’s claims, no overbilling occurred...

here.  All rates and fees charged to the customer were clearly disclosed in the Merchant Processing Application and Agreement signed by the customer and there have been no fees added to the customer’s account since she signed up in March 2015.
Additionally, our customer service team has worked diligently to resolve the customer’s concerns.  Around 3/22/15, we issued the customer a courtesy credit of $350.  Around 3/25/15, we worked with the customer to set her up with EBT acceptance.  Around 6/10/15, we assisted the customer with [redacted] compliance in order to avoid the $150 annual [redacted] fee and $19.95 monthly [redacted] non-compliance fee.  Around 10/14/15, we explained to the customer her early cancellation options.  In November 2015, we issued the customer a $100 referral credit.  We have also agreed to waive her $197 annual fee that is typically charged to customers on an annual basis.  The customer expressed that she is satisfied with these adjustments and her account in general.
If you have any further questions or concerns regarding this file, please do not hesitate to contact us.  Thank you.

Dear Revdex.com Representative:
 
This complaint was recently closed as unanswered, but we feel we have addressed and resolved all issues raised in the complaint.  As such, we respectfully request that you reopen this file and consider the below response.  Thank you.
 
We have...

reviewed the file and found no support for the claims raised in the complaint.  All services and equipment provided to the customer and fees charged to the customer were clearly disclosed in the Merchant Processing Application and Agreement (MPA) and Merchant Receipt signed by the customer.  In particular, the MPA includes a detailed Schedule A with an itemized list of all the various processing rates and fees charged to the customer.  The MPA as well as the Merchant Receipt clearly disclose that the customer agreed to lease two pieces of processing equipment – one terminal and one pin pad – for a monthly lease payment of $57.00.  The MPA further makes clear that the equipment lease is non-cancellable for a term of 4 years. 
 
That said, our customer service department worked diligently with the customer to maintain him as a happy customer, including by refunding the customer his $150 annual PCI fee.  Even so, in March 2016, we agreed to terminate the customer’s processing and lease agreements before expiration of the agreed upon terms at no cost and waive the associated early termination fees.  These early terminations resulted in substantial out of pocket loss for the company, but we prefer a quick resolution of these issues.  The customer therefore has no further obligations under the agreements.
 
As a result, we feel we have addressed and resolved all issues raised in this complaint.  Should you require any additional information in order to close out this file, please let us know.  Thank you.

As detailed in our initial response, all terms and conditions of the agreements were clearly disclosed to the customer.  Additionally, our customer service team has worked diligently with the customer and provided significant discounts in an attempt to make the customer happy.  We have now taken the additional step of terminating the customer’s processing agreement before expiration of the agreed upon term and waiving the associated early termination fee in order to resolve this issue.  The customer therefore has no further obligation under its processing agreement; however, no grounds exist for early termination of the customer’s equipment lease, the rights to which are owned by a third party.  This will result in a significant financial loss for the company, but the company has decided to incur that loss in order to bring closure to this matter.
 
Should you have any further questions or concerns regarding this file, please do not hesitate to contact us.  Thank you.

Complaint: [redacted]I am rejecting this response because:Here's another example of ignorance on their parts, we only sign up with them on or around 6/24/2015, how is it that they changed our rate at or around 6/24/2015?  It was only after this complaint was filed that someone contacted us some time in August. There were three set of machines that was sent here not as they claim one machine with two pin pads.  Let say that it was just one machine, why on earth we would knowingly take that offer when we get the equipment for free from our last processor?  Are they saying that one machine is worth $397 a month?  If not then is it related to the amount we process?  If so then the fee should be on with the service side and not equipment lease. We were told there is a monthly fee or about $400, not a non-cancelable lease that would cost us $19000.00 if we cancel.  If they are such a honest and good company why is there pending class action suit against them.  Even if they do offer the term on their response I wouldn't want anything to do with them, do you?  I rather spending the money on a lawyer instead of giving it to them and I'll look into jointing the class-action if they don't want to right the wrong.Sincerely,[redacted]

Dear [redacted]:
 
This complaint was previously closed as unresolved. However, we feel that we have adequately addressed and resolved all issues raised in the complaint, and therefore respectfully request that the Revdex.com re-open this complaint and accept this response and resolution.
As noted in our initial response, the equipment lease at issue was never formally assigned to [redacted], so our company has never had a contractual relationship with [redacted]. That said, our customer service department recently spoke with both [redacted] and [redacted] in an attempt to resolve these issues once and for all. [redacted] explained to us that [redacted] assumed responsibility for the business and was responsible for transferring everything into her name (including the equipment lease) within 30 days of their agreement. [redacted] explained to us that she understands she is responsible for the lease under her agreement with [redacted] and that she would be revising her message to the Revdex.com.
That said, we agreed to terminate [redacted]’s processing agreement early at no charge and waive the associated early termination fee (a closure that will result in significant out of pocket loss for our company). No grounds exist, however, for early termination of the equipment lease itself, the rights to which are owned by a third party leasing company. [redacted] expressed satisfaction with this result and stated that she would revise her message to the Revdex.com. As such, we feel we have adequately addressed and resolved all issues raised in this complaint. Should you require any additional information in order to close out this file, please let us know. Thank you.

Complaint: [redacted]I am rejecting this response because:I recieved 3 calls from [redacted] with Prestige Payment Systems, she left me 2 messages and I left her 2 messages on her voicemail on the phone number she left for me. 
I spoke to [redacted] this morning and she stated she would work on getting this cleared up and she also said there were several businesses who had issues similar to mine, and that they are still dealing with issues with the download.
When I am released from the  Collection Agency and I have something in writing that I do not owe any monies to Presige or any of the affiates, I will make my complaint as satisfied.

We have reviewed this complaint and the customer file and have not found any overcharging of this customer.  Each and every fee charged to the customer has been disclosed in either the agreements signed by the customer or in merchant statements with at least 30-day notice and an...

option to opt out.  As such, there has been no overcharging of this customer – all fees charged have been in accordance with her agreement. 
Additionally, our customer service department has worked diligently to resolve this customer’s concerns during the last 3 years.  We have refunded the customer’s agreed upon PCI fees and recently agreed to refund the agreed upon $197 annual fee.  The annual fee refund is currently being processed and will be received by the customer within 5-7 days.  Our customer service department has explained this to the customer.  We have also agreed to waive the customer’s monthly service and monthly reporting charges moving forward, and reduce her downgrade surcharge rate from 2.99% to 1%. 
In addition, our records show that our customer service department has communicated with the customer over 10 times since signing up in November 2012 to explain rates and fees and otherwise assist her with issues related to her account.  The refunds and account adjustments discussed above have all been explained to the customer and will result in significant cost savings for the customer (and expense to the company).  The customer has agreed to continue processing with our company.
As always, we appreciate your assistance with this matter.  Should you have any further questions or concerns regarding this file, please do not hesitate to contact us.  Thank you.
Marlene H[redacted] |  Project Manager
503-889-0246 (Direct)888-875-8496 (Fax)[redacted]@merchantsolutioncenter.com

Dear [redacted]:
We have addressed all issues raised in this customer’s complaint. As explained in our initial response on 8/27/15, the customer agreed to all terms and conditions of the agreements, including the equipment lease, and has been charged only in accordance with those agreements. We also provided the customer with various credits, refunds, and rate reductions to address his concerns. Furthermore, we spoke to the customer today and agreed to remove even more fees from his agreement – monthly service charges of $10 and $20 and a $1 report fee. We have also reduced his downgrade surcharge rate from 2.99% to 1.59% and are assisting him to become PCI compliant so he can avoid PCI non-compliance fees. Per our advice, the customer is working with the third party leasing company who owns the rights to his equipment lease to resolve issues related to the lease.
We explained all of the above to the customer and the customer continues to process with our services today. As such, all issues raised in this complaint have been addressed. Should you have any questions or need any additional information on this file, please let us know. Thank you.

Dear Revdex.com Representative:Thank you for bringing this complaint to our attention. Our customer service department has reached out to the merchant for resolution. On January 27th, 2017, two refunds were issued in the amount of $197 each, to separate bank accounts. However, one bank account was closed...

without us being notified. Since speaking to the merchant we now have the updated ABA and DDA information. A request has been sent to our accounting department for expedited processing.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 know. Thank you.

Complaint: [redacted]I am rejecting this response because: If you read my letter to you (Prestige), regarding "giving" you my husband info, then you have read it wrong.
Here is that part in the second paragraph:
They have reported income to wrong person and can not prove in anyway that I gave them my husband information to them. She said that I gave this information to them in the “welcome call” which I explained to her that I never had a  welcome call (which is no listed on the application history she sent me) . I signed forms over computer, 2 machines came in and I had to call the company to set me up, I called Robert S[redacted] 800-287-1756 on that day.
I NEVER received a "welcome call" and if you did call me and want to prove me wrong, then provide me with the phone transcript. That is the proof I wanted. When I called "First Data" they are the ones who transferred me back to Prestige, not me. I tried many calls with them Also you have you dates wrong. My original call to all of you was on 2-9-16, I faxed my letter (7 business days) to Prestige on 2-19-16 with the CORRECT info that I assumed my account with under already. I had no calls back from anyone until 3-8-16 from Steven V. who requested my taxes to prove who I am. Since then, I have sent him 2 emails and have NOT heard anything back from him or anything showing what he "promised" to change/fix.
I am still not happy. Prestige can not prove how they choose my husbands info when the WHOLE contact was signed by me. Lastly, when "Holly" called me and explained the contact, she said these fees would NOT change during the contact. So why can your company change are able to change the fees?
I feel so "Baited and Switched" and I feel the same way on the machine lease. I never would have paid $157.00 for 48 months for a machine. I was told that this was for the first year, my only proof of this is from my notes on 12-14-14 when I signed up. That is very unfair to charge $ 7,536.00 for a credit card machine. I was very dumb agreeing to sign up with Prestige and Credit Card Machine. In my handicap state, I feel I was taken advantage of and it is costing me $ 7536.00 on something that is $500.00. This is so wrong in every way. It is like buying a cheap bicycle and finding you were charged for a cheap car.
I would be the happiest person to stay will Prestige with the correct information and no more lease payments on the machine. This just seems like a very un-fair way of how Prestige does business.Sincerely,[redacted]

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 have not found any support for the claims...

made by the customer.  The lease signed by the customer clearly disclosed that it is a "non-cancellable" lease (as is customary with any lease for a fixed duration).  Additionally, the agreement signed by the customer clearly disclosed that the fee for early termination of the agreements is based on the minimum monthly fees due for the remainder of the agreed upon term - it is not a flat $250 fee.  Even so, the company agreed as a courtesy to refund the customer $150 in an attempt to satisfy the customer.  As of today, the customer is still utilizing our services. Should you have any further questions or concerns regarding this file, please do not hesitate to contact us.  Thank you.

Complaint: [redacted]I am rejecting this response because: I was solicited by there company, I did not call them.  They could not preform, that is not my fault. They could not make the software work again not my problem.  They hook unsuspecting business in with trying to process at a cheaper price, make them sign the lease and then cant do the processing for what ever reason.  I will gladly return the unused equipment when they cancel the lease.  I am trying to get a class action suit against there company for the fraudulent practices of there work force.  I have been in the restaurant business for over 35 years and have never been put through this kind of hassle in my life.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
I never spoke to anyone after this complaint was made. I was left a voice mail with incorrect information. Her voicemail said I was not the owner and she needed to speak with [redacted] who according to her was the owner which she is not. She also said she had her phone number and would call her. Which I find ironic when I have been told no one has [redacted]'s contact information. I never spoke to anyone and her information is 100% incorrect. I never complained to anyone about my previous business partner to them.
I have no resolution. 
Sincerely,[redacted]