Prolific Business Solutions

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this...

resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
  Refund has been issued!  Please close this case.

We are going to have our risk department review to see what we can or cannot release at this time. We will update once reviewed. We apologize for the inconvenience in this matter.

Spoke with Kelly S an operations specialist on 12/18 at 10:30 PST. We asked for a report showing the funds they are...

holding, was told that there is no such report available to us. She explained that the folks that would make that report available were in a meeting deciding if they would make that report available to us, but would provide no date for when that  report would be available. Kelly claimed that they would hold funds if they see fraudulent activity, but admitted there is no open fraudulent activity ticket open at this time.We did ask her to give us a reference number for our request for this report and she gave us a risk ticket number [redacted] that was filed today.We are also not able to see risk ticket information on the Prolific merchant site.When asked kelly why this request for a report is in the risk department she said it was before we are closing our business.  In fact they have been holding our funds since November 14th, and we even updated the machine shortly after that to show on the slips that we are going out of business. They implied that if we did this software update they would release our funds.So we were refused any information to show funds being held with no estimated time for release of funds or a report showing those funds they are holding.We requested the report or any update on our request for a report be emailed to us at [redacted]t

Hi [redacted], we have reviewed this and apologize for your account not being closed as stated by your representative. We have closed your account as of November. You will receive your last statement in December and if any fees do show we can work with you to get those cleared, this is due to our...

automated system. So please do not hesitate to contact James for any further assistance so we can be sure we get this cleared up for you.

Kelly from Prolific spoke with Merchant. Refunded $50 for Minimum Bill Adjustment. Once Merchant sees refund, he will take down the negative complaint. If customer has any further questions please let us know.

Bryon Long opened an account with Prolific in September of 2015 with a 4 year agreement. The request to terminate early was placed on December 28, 2015. Bryon was notified that in order to get the Early Termination Fee waived they would need to provide documentation stating the business closure. We...

did not receive the documentation as requested. Our team reached out to get an update on the account since they had not received anything. Our representative as a courtesy did research on our end to determine that the business was indeed closed in which no termination fee was assessed. The request to terminal the agreement early was completed on March 28, 2016. Per the agreement an Early Termination Fee of $395.00 was waived per the business closure. There was also equipment provided on our EPP “Equipment Placement Program”. Per this program if the 4 year agreement is terminated early the equipment will then be purchased and owned by the merchant and they will be charged accordingly. The equipment type was a Ingenico ICT220 which per agreement is $295.00. These terms are available for viewing on the signed agreement attached. Please let us know if there are any other questions in regards to this matter.

After further research yesterday we were able to determine the issue. We found that within the gateway settings, for the "Merchant Name", his name was submitted as opposed to his DBA. We immediately fixed this issue yesterday after we were able to identify the issue. We sincerely apologize that Mr. [redacted] experienced this issue and we did resolve within 24hrs of him notifying our office. Due to the inconvenience, we have offered Mr. [redacted] a refund of our revenue earned on his account for June and July totaling $141.85 in addition to a $45 shipping charge we offered to refund for free equipment we previously shipped out to him that he was unhappy with. If Mr. [redacted] is not satisfied with our resolve or credit we have offered that he may cancel our services with no cancellation fee so he can utilize his processor of choice. Mr. [redacted] will need to respond back if he would like the credit and continue with Prolific services and his existing contract, or if he would like to decline the credits and cancel his service with no cancellation fee.

I was not ask any help what so ever by Brian c[redacted] yesterday when he called. He told me he was simply calling to give me an update. And NO we are not involved shift4 yet. We have signed up with them but they are not processing anything for us. They will be involved when we change the current name of the DBA. I have given last 4 number on the card to James D[redacted] and amount of $4.00 and other amount of $100 that was given to me by card holder. They also have a screen shot of my personal credit card showing that I charged this card at my hotel using prolific platform and it showed up as my name [redacted] and not my DBA Cantera Inn & Suites. Please see attached picture.They are still lying and misdirecting their mistake on to someone else. My personal information is still out there and they simply dont care.I reject their response. I have nothing been helpful and patience since 2 months now. But my personal information displayed out there, its where I draw a line. Sincerely,[redacted].###-###-####

Prolific made an error and did program the merchant's terminal incorrectly which caused a delay in the funds. We noticed the issue come May and contacted the merchant right away to reprogram their terminal. The receptionist, [redacted], said she did not have time for the reprogram when...

we called and that she would return our call later that day. Prolific never heard back from the merchant. Come the end of July, Dr [redacted] called about his funding being delayed and wanted to ensure he's been paid for on every batch since March to date. We immediately programmed a new terminal and had one sent so they wouldn’t have to sit on the phone to reprogram their existing terminal. We did notice a few of the batches were not deposited into his account. The transactions were reprocessed in error which caused the merchant's customers to be billed again. We immediately corrected this and refunded all the transactions once we determined it charged the customers again. The customers have been refunded and Dr [redacted] will have his money by the end of the week. We have been in contact with the merchant and receptionist [redacted] numerous times the past couple weeks.

[redacted] emailed a sales rep on 2/8/2017 requesting to close his account and stated that he will be stopping payments on Prolific and gateway accounts. I do not see a standard cancellation letter needed sent to our operations department otherwise for a cancellation. Account was officially cancelled on...

8/23/2017 due to ACH rejects. In regards to monthly fees, merchant's agreement states monthly fees that was signed and agreed to by [redacted]. I also see merchant was not PCI compliant, and was being assessed a non compliance fee that was posted on their merchant statements. [redacted] was charged a cancellation fee of $395, which was also stated within his merchant agreement and was assessed accordingly at time of cancellation. Per the merchant agreement, Prolific was authorized to bill this and [redacted] has violated the terms of the agreement stopping payment on fees to Prolific that were agreed upon. Due to the stop payments, [redacted]'s account went to collections.Currently in collections is $179.70 owed. As a courtesy, I will have current collections amount written off. Attached is a copy of the agreement, please let me know if there are any further questions.

We are currently reviewing this for the merchant. From current research, it looks like this is an issue with merchants POS vendor Shift 4. For the transaction in question showing his personal information he may be processing with another vendor in which we are still in research. Merchant was...

unwilling to provide information needed for any of the customer cards ran to expedite proper research on our end and will need to provide us necessary information so we can properly address this. From what we have reviewed thus far, all information on Prolific's end has been accurate, and the questioning areas are his POS vendor and if these particular transactions are being ran with a different company. We are more than happy to assist merchant, but we will need his c[redacted]ation in providing data needed to properly get this resolved in an expedited manner.

Three times I have tried to close this account and for three months in a row we keep getting charged. I now received a collection notice for $124.80 from [redacted]s. I have tried since August to close this account. Prolific needs to close the Account and take the $124.80 out of collections. They are doing shady practices because there Agent signed us up with a different account.

Back in May, [redacted] signed 8 contracts (all of which were under a 4 year agreement) with us for her 4 locations. We set each location up with a retail account so they would be able to accept payments face to face and we also setup a MOTO account in which their customers could pay online. [redacted] was...

happy and liked the accounts. She even expressed how much this was going to help and how easy this was going to be, but when her husband found out she was working with [redacted] without his permission he made her shut down all of the accounts from what merchant stated. When [redacted] found out there was a cancellation fee, she agreed to keep the MOTO accounts open and cancel the retail accounts. We cancelled their retail accounts without assessing the cancellation fee because she would still remain a merchant of ours with 4 other accounts. Currently 4 of their accounts are active because [redacted] refuses the pay the cancellation fee to close these accounts. At this point we do not owe [redacted] any such refund and if she is insisting/requesting that all accounts should be cancelled, then she would owe us a $395 cancellation fee for each account.  Lastly, [redacted] sales agent, [redacted], went above and beyond for her and her business. He spent hour of his own time building the hosted payment pages for all 4 MOTO accounts and also helped [redacted] with social media and referrals.

My sincerest apologies, Sudheer, for providing incorrect information regarding Brian speaking with you. Brian actually discussed this information regarding the Fusebox integration with the manager there at your location and they had requested he send an email in which he did. I have provided a response to each of your below complaints.1. Prolific can be the 'step 2' in helping you setup the processing to plug into your fusebox SynXis system. We work with Wyndham on a daily basis. Wyndham is aware who Prolific Business Solutions is and they actually send us referral clients. I would be more than happy to provide you with the contact phone number for Corry Ross at Wyndham Hotel Group for confirmation. 2. The 'pre-signed contract' that you are referring to is actually not a contract at all. These are addendum Prolific offers to our merchant's to guarantee them that we will not increase their rates and we can match or beat any competitors pricing they get offered. 3. This information is required to provide for any new merchant account.4. There was a step 1 that was included in the email you received and that portion was from Wyndham directly.Furthermore, I tried calling you myself Sudheer to further discuss this matter, but I reached your voicemail and left a message. Prolific Business Solutions is the leading hospitality processor nationwide and we are simply trying to assist you with your SynXis Fusebox integration to make it a smooth and easy transition while saving your business money at the same time.

Their response stated that my signed agreement was attached, but it was not ...The terms they are stating, I don't believe I signed an agreement to ... especially the $395.00 cancellation fee they have listed ...Unfortunately. on 2/8/2016 my server crashed and all emails from 9/3/2015 to 2/8/2016 were lost ... the backup program failed on 9/2/2015, and I was unaware that there were no backups until my server crashed ... I have the listed dates in my CRM but the email is lost ...

We have verified and your account has been closed as of November with nothing further billed. We will go ahead and contact collections department to remove any of your fees owed to clear your balance. Please contact us at [redacted] for any questions on this.

At Prolific Business Solutions we strive to provide honesty and the best service you can find in this industry. We also take customer complaints into serious consideration. After reviewing the account notes and speaking with Mr. [redacted], we were able to resolve this matter and Mr. [redacted] will be...

removing this complaint.

As I've stated initially, I have never spoken to, or otherwise communicated with Prolific before. Their response to the complaint is entirely false. I have never spoken to Brian [redacted] or had anything explained to me over the phone. I do not want any further contact from them, as I initially stated in the complaint.Please see the attachments. This is the full email message they have sent. This is far and beyond worse than any phishing email I have ever received. 1. It claims to be "step 2" in a process it is not a part of, and that I cannot be a part of.2. It has a pre-signed contract claiming to be a rate guarantee, but is in affect a rate LOCK.3. It requests for a voided check, and other banking information.4. It is unsolicited, and offers minimal definition as to the service being provided.Revdex.com, Please investigate. I really shouldn't be spending so much time on this issue, as I have other things to do, but this is clearly an important issue that should be looked into. If no investigation takes place by Revdex.com, I will forward to local Arizona law enforcement as I feel this warrants more attention.

As I've stated initially, I have never spoken to, or otherwise communicated with Prolific before. Their response to the complaint is entirely false. I have never spoken to Brian [redacted] or had anything explained to me over the phone. I do not want any further contact from them, as I initially stated in the complaint.
Please see the attachments. This is the full email message they have sent. This is far and beyond worse than any phishing email I have ever received.
1. It claims to be "step 2" in a process it is not a part of, and that I cannot be a part of.
2. It has a pre-signed contract claiming to be a rate guarantee, but is in affect a rate LOCK.
3. It requests for a voided check, and other banking information.
4. It is unsolicited, and offers minimal definition as to the service being provided.
Revdex.com, Please investigate. I really shouldn't be spending so much time on this issue, as I have other things to do, but this is clearly an important issue that should be looked into. If no investigation takes place by Revdex.com, I will forward to local Arizona law enforcement as I feel this warrants more attention.

Mr. Dodson of Prolific Business Solutions in Scottsdale, AZ has the best customer service I have ever experienced. He was patient, kind and effective. I wish more of my business relationships mirrored mine at Prolific..thanks again James Dodson!!