Reliance Star Payment Services Inc

Thank you for reaching out and informing us about your concernWe completed a research based on the phone number provided, ###-###-####However, the phone number cannot be located from the outgoing calls recordNevertheless, the information of your business and your concern has been relayed to
related departments for requested action to be takenPlease kindly provide a number, should you have a different phone number for the matter to be addressed accordingly. I responded to case #*** yesterday, that from our end, it did not show dialing attempts of ###-###-####. However, this morning, I found out that there is a dialer system that could be dialing the consumer’s number that a request has been put in to remove consumer’s number, ###-###-#### from the systemWe would like to apologize for causing inconveniences to the consumer.*** *** *** ***Reliance Star Payment Services*** *** *** *** ** | *** *** ** ***Office: ###-###-#### Ext: *** | Fax: ###-###-####Toll Free: ###-###-#### Ext: *** Email: *** | Web: www.RelianceStar.com

Below pls see responses pertaining to Case ID# [redacted] Inquiry:Using the address provided by [redacted], merchant account is located with DBA, CCH International Group Inc.1. Our record has shown numerous phone conversations Customer Service department has had with merchant account...

since January, 2013 (the opening of merchant account) until March 2015. Therefore, it is proven that merchant has successfully reached out to Customer Service Department through dialing ###-###-####. Attached please see Appendix 1. 2. The only double charging error happened to nationwide merchants, due to a unforeseeable system glitch by [redacted] party billing vendor. A credit in the amt of $1.40 was issued to merchant in 06/2014. There is no other double charges errors located on merchant account. Please refer to Appendix 1, ticket no. [redacted].3.  In order to assist merchants to be compliant with PCI security standard determined by PCI Security Standard Council, Reliance Star Payment Services has provided PCI Compliance Program powered by PCIassessor, Control Scan to all of our merchant accounts. However, it is merchant account’s responsibility to complete the questionnaire on an annual basis, and scan, quarterly basis by logging into [redacted]. Unlike other service provider, Reliance Star do not complete the questionnaire and scan on behalf of the merchant account, as this would be a violation of PCI regulations. According to Control Scan, merchant has logged into the portal on March [redacted] 2013; April 2[redacted], 2014 and December [redacted], 2014. As merchant completed the scan on, March 2013 and April 2014, merchant was not billed PCI Non-compliant Fee from March 2013-May 2013, May 2014-July 2014. It is shown that no attempt had been made to complete scan in from July 2013- March 2014 and July 2014, which triggered the billing of PCI Non-Compliance. On 3 occasions, dated, December [redacted], 2014; December [redacted], 2014 and November [redacted], 2013, both customer service department and tech support department had communicated to merchant their PCI Non-Compliance status and urged them to complete the scan as soon as possible. On November [redacted], 2013, customer service department had emailed related instructions to [redacted]. Please see Appendix 4.4. The signed and submitted Merchant Processing Agreement and Free Placement Terminal Agreement indicate a 3 year contract term which expired at January [redacted], 2016. Program guide were delivered/handed together with welcome kit to merchant. Please see Appendix 2 and 3. 5. All phone conversations are recorded and monitored strictly. Our representatives had patiently addressed merchant’s concerns. As an effort to retain merchant account, a refund request was submitted on behalf of merchant on 03/**/2015, 12.33 PM and approval to refund 4 months of PCI non-compliance fee was processed at 2.00 pm and a phone call to merchant was scheduled on 03/**/2015. At 3.29 pm, merchant called to advise they have closed their bank account. As an effort to retain merchant account, Customer Service attempted to communicate the refund to merchant, but merchant declined. At 6.00 pm, merchant sent over a representative from their office to return the terminal to [redacted] office. Cancellation form, MPA request form and terminal receipt letter was handed to merchant’s representative on 03/**/2015. Conclusion: Merchant reached out to Customer Service on Friday 03/**/2015, and decided to close their bank account and terminate their service on the same day. As much as Customer Service would like to resolve this matter in a goodwill with merchant, there was not sufficient time allowed for Customer Service to research the issue and respond. [redacted]. has spoke with [redacted] on 03/**/2015, at around 5.00 pm, to go over all paperwork involved and fees. [redacted] stated that she had received an email from previous sales representative (that she has provided the attachment to Revdex.com, which Revdex.com later confirmed no attachment received), and [redacted] did acknowledge MPA (same as attached) was also emailed to her by sales representative. Tentative agreement discussed included assisting merchant to get her account PCI Compliant on 03/**/2015 by reaching out to her employee, [redacted]; refund issued, and rate will be reviewed. Merchant stated that they haven't switched to another service provider and is willing to stay if an agreement agreement can be reached. Customer Service will reach out to merchant to work out the details of agreement to ensure customer satisfaction is fulfilled. Please note that Case # [redacted] filed pertains to the same DBA.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted] The only other number used by our company is ###-###-#### we have multiple calls in our call logs showing calls from this company's primary phone number to us. Please have us removed from any ROBO Dial System you are using and you should have a clear procedure for someone to opt out of these calls as is required by federal law

Review: 1.It's hard to dial 24/7 customer service phone number ###-###-#### , nobody pick up the phone when you call in, and can't leave the message .

2. Statement always wrong, double charge , PCI charge ,each transaction charge,etc. have to call

3. About PCI NON COMPLANCE FEE, they told us need to call a number frequently ,then the fee will gone, after we did that, the fee is still there. I asked many merchant service company, was told it is merchant service company's job to call the number, not us, also after we called, merchant service company shouldn't charge the fee any more.

4. There is no service from this company , we tried to cancel the service, but was told we have to stay with them at least for 3 years, even they didn't provide the service. I even don't know which rule this is.

5. representative is very rude, didn't do any help.Desired Settlement: I want them correct the bill , and allowed me to cancel the service.

Business

Response:

Below pls see responses pertaining to Case ID# [redacted] Inquiry:Using the address provided by [redacted], merchant account is located with DBA, CCH International Group Inc.1. Our record has shown numerous phone conversations Customer Service department has had with merchant account since January, 2013 (the opening of merchant account) until March 2015. Therefore, it is proven that merchant has successfully reached out to Customer Service Department through dialing ###-###-####. Attached please see Appendix 1. 2. The only double charging error happened to nationwide merchants, due to a unforeseeable system glitch by [redacted] party billing vendor. A credit in the amt of $1.40 was issued to merchant in 06/2014. There is no other double charges errors located on merchant account. Please refer to Appendix 1, ticket no. [redacted].3. In order to assist merchants to be compliant with PCI security standard determined by PCI Security Standard Council, Reliance Star Payment Services has provided PCI Compliance Program powered by PCIassessor, Control Scan to all of our merchant accounts. However, it is merchant account’s responsibility to complete the questionnaire on an annual basis, and scan, quarterly basis by logging into [redacted]. Unlike other service provider, Reliance Star do not complete the questionnaire and scan on behalf of the merchant account, as this would be a violation of PCI regulations. According to Control Scan, merchant has logged into the portal on March [redacted] 2013; April 2[redacted], 2014 and December [redacted], 2014. As merchant completed the scan on, March 2013 and April 2014, merchant was not billed PCI Non-compliant Fee from March 2013-May 2013, May 2014-July 2014. It is shown that no attempt had been made to complete scan in from July 2013- March 2014 and July 2014, which triggered the billing of PCI Non-Compliance. On 3 occasions, dated, December [redacted], 2014; December [redacted], 2014 and November [redacted], 2013, both customer service department and tech support department had communicated to merchant their PCI Non-Compliance status and urged them to complete the scan as soon as possible. On November [redacted], 2013, customer service department had emailed related instructions to [redacted]. Please see Appendix 4.4. The signed and submitted Merchant Processing Agreement and Free Placement Terminal Agreement indicate a 3 year contract term which expired at January [redacted], 2016. Program guide were delivered/handed together with welcome kit to merchant. Please see Appendix 2 and 3. 5. All phone conversations are recorded and monitored strictly. Our representatives had patiently addressed merchant’s concerns. As an effort to retain merchant account, a refund request was submitted on behalf of merchant on 03/**/2015, 12.33 PM and approval to refund 4 months of PCI non-compliance fee was processed at 2.00 pm and a phone call to merchant was scheduled on 03/**/2015. At 3.29 pm, merchant called to advise they have closed their bank account. As an effort to retain merchant account, Customer Service attempted to communicate the refund to merchant, but merchant declined. At 6.00 pm, merchant sent over a representative from their office to return the terminal to [redacted] office. Cancellation form, MPA request form and terminal receipt letter was handed to merchant’s representative on 03/**/2015. Conclusion: Merchant reached out to Customer Service on Friday 03/**/2015, and decided to close their bank account and terminate their service on the same day. As much as Customer Service would like to resolve this matter in a goodwill with merchant, there was not sufficient time allowed for Customer Service to research the issue and respond. [redacted], [redacted]. has spoke with [redacted] on 03/**/2015, at around 5.00 pm, to go over all paperwork involved and fees. [redacted] stated that she had received an email from previous sales representative (that she has provided the attachment to Revdex.com, which Revdex.com later confirmed no attachment received), and [redacted] did acknowledge MPA (same as attached) was also emailed to her by sales representative. Tentative agreement discussed included assisting merchant to get her account PCI Compliant on 03/**/2015 by reaching out to her employee, [redacted]; refund issued, and rate will be reviewed. Merchant stated that they haven't switched to another service provider and is willing to stay if an agreement agreement can be reached. Customer Service will reach out to merchant to work out the details of agreement to ensure customer satisfaction is fulfilled. Please note that Case # [redacted] filed pertains to the same DBA.

Review: When I open my business I was looking for a merchant services company, I came across Reliant Star, was told by the agent that I do not have contract. I can cancel my service at any time. However, that wasnt the case after I decided to terminate their service. First, they tell me that I have a 3 or 4 years contract, they want me to paid for $500 to terminate. I dont really want to pay for it but I heard this is a common scam by a typical company, so I told them I will pay for it. Second, they told me I have to sign the paper work to close out the account, which I did. And month after month they still didnt close out my account, charging me about $80 per months since March. I called, they claimed that they never got the paperwork, and they would not close out my account. I was refer by a friend that Revdex.com can help.Desired Settlement: I'm demanding for the refund of the month after I request to cancel. I dont feel like I should paid for the $500.

Business

Response:

Complaint #**

Review: reliance repeatedly ROBO DIALS OUR OFFICE. We have tried multiple times to get them to stop calling our office we are not interested in the service and they keep calling with a robot over and over again multiple times a day with no way to OPT out. I called the office and got put on hold endlessly with no resultsDesired Settlement: please remove us from your ROBO dial list and never contact our company again.

Business

Response:

Thank you for reaching out and informing us about your concern. We completed a research based on the phone number provided, ###-###-####. However, the phone number cannot be located from the outgoing calls record. Nevertheless, the information of your business and your concern has been relayed to related departments for requested action to be taken. Please kindly provide a number, should you have a different phone number for the matter to be addressed accordingly. I responded to case #[redacted] yesterday, that from our end, it did not show dialing attempts of ###-###-####. However, this morning, I found out that there is a dialer system that could be dialing the consumer’s number that a request has been put in to remove consumer’s number, ###-###-#### from the system. We would like to apologize for causing inconveniences to the consumer.

Review: Reliance star sales had never mentioned there is a 3-year contract with early termination fee for $500 before we signed. When we gets to know the 3 years term and $500 ETF fee, we immediately requested to close the account because we would not sign it initially if we know the term length. Now Reliance Star enforced $500 ETF fee and other fees on the cancellation letter that we requested.Desired Settlement: Please cancel our contract. No early termination fee or any other fees. Thank you.

Business

Response:

Revdex.com,