The merchant hung up on our representative.MERCHANT CALLED TO CANCEL HER ACCOUNT I OFFERED THE MEET OR BEAT THEY SWITCHED BECAUSE OF THE RATES ON THE ACCOUNT AND THEY SWITCHED TO PAY PAL 2014-09-** 12:55:PMI EMAIELD THE REP BECAUSE OF THE CANCELALTION AND THE MERCHANT SAID THERE
SHOULD BE NO ETF AND WILL CALL THE Revdex.com AND HUNG UP ON ME.The agreement CAN be cancelled and there is NO ETFPlease complete a cancellation form with Customer Service and email or fax inThen call to confirm that it was received. Please don't hang up the phone and file a Revdex.com complaint before being given all the information on your account
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** *** *** *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
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. EPI has worked very hard to make correct this matter and has been very diligent in resolving...
and satisfying our needs in this matter. I rescind all of my previous statements regarding EPI.
Sincerely,
[redacted]
Why do clients automatically file a Revdex.com complaint and not call the collections company and/or phone numbers on the letter received or the top of the statement? This complaint is entirely invalid. The account is closed. No fees are owed. And we don't even need to collect $300 - although more...
unscrupulous companies would be happy to do so upon the offering, whether or not the collection was valid or not. If the client simply CALLED asking for clarification of a piece of mail received or a phone call placed, instead of filing a Revdex.com complaint then they would've been told the same information. Now the Revdex.com holds this against us and that is wrong. Sincerely,Customer Service
It is our policy to close accounts when a cancellation form is received only. This prevents someone from calling in to close the account that is not the authorized signor. Many times, we've had ex-spouses, business partners, employees, etc., attempt to close accounts and they have had access to...
information related to the account by working at the business location or being involved with the owner. The delay in cancellation could have been avoided had the customer called 5 minutes after faxing or emailing the cancellation form. As a courtesy, we've mailed a check for $108 to and payable:[redacted]
[redacted]
[redacted]We can only send checks to individuals per escheatment policies of closed businesses. Please allow 10 days for receipt.
This customer has rejected the fees owed each month on the account numerous times, each time costs the company a NSF fee similar to when a check bounces.MRCH REJECTED FEB EOMF FOR $7.60 DUE TO INSUFF FUNDSMRCH REJECTED THE FEB RESUBMIT EOMF FOR $7.60 DUE TO INSUFF FUNDSMRCH REJECTED MARCH EOMF FOR...
$84.02 DUE TO INSUFF FUNDSMERCHANT REJECTED APRIL EOMS IN THE AMOUNT OF $60.93 DUE TO NSF.MRCH REJECTED THE APRIL RESUBMIT FOR $ 60.93 DUE TO INSUFF FUNDSMRCH REJECTED MAY EOMF FOR $90.00 DUE TO INSUFF FUNDSMRCH REJECTED MAY RESUBMIT FOR $90.00 DUE TO INSUFF FUNDSMRCH REJECTED JUNE EOMF FOR $90.00 DUE TO INSUFF FUNDSMRCH REJECTED THE JUNE RESUBMIT FOR $ 90.00 DUE TO INSUFF FUNDSUnfortunately, because of the numerous rejected debits, we cannot continue to work with this customer. Their account is closed. No further balance is due on the account - we have written off the balance due. The customer can disregard any letters received.I wish the customer called Customer Service before filing a Revdex.com complaint. We would have been glad to discuss with the merchant and come to an amicable resolution.Account is closed. Balance due is $0.00.
A refund of $675 was posted to the bank account of the client. The rep, Mike P[redacted], confirmed to EPI that he has the equipment and forgot to return it. As of the date of the call, we had not received the equipment back, nor had we received a cancellation form. Had the merchant simply sent in a...
cancellation form and written on the form that the equipment was in the possession of Mike P[redacted], we could've avoided a Revdex.com complaint and we would've conversed with Mr. P[redacted], confirmed he had the equipment and refunded the client. The merchant had no shipping record (of the equipment sent to EPI or Mike P[redacted]) nor had they sent in a cancellation form. It is ultimately the merchant's responsibility to ensure the account is cancelled properly and equipment is returned.Sincerely, Customer Service
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. This agreement is contingent upon receiving the check for $108 as offered by the business.
Sincerely,
[redacted]
To whom it may concern: We respectfully disagree with the client’s assessment of their experience. The client demoed a system called [redacted] provided by a company called First Data. The retail price of this system is $1299, not including shipping to the client or setup. Instead of charging for a full...
purchase, we place the system at the location for a monthly fee. Once a client’s account is approved, we deploy (ship) to them and there is zero up-front costs to have us provide a $1300+ POS system to them. The only term we have is a 60-day opt out clause. In other words, the client can give us notice they wish to opt out and will be billed for 3 months and nothing more. Our expectation is they write a letter saying they wish to cancel and then return the equipment as soon as possible. In this case, if the client was not happy in November and provided notice by November [redacted], they would’ve been billed for November, December and January as long as the equipment was returned within 15 days of the time when they can return the equipment. For example, if they give us the 60 day notice on November [redacted] (which they could’ve done after signing up for Lightspeed), that would allow them to cancel completely on January [redacted]. We would need to receive the equipment by February [redacted] (15 days after the January [redacted] date.) However, that is the end-limit of the return period. They could just box the equipment and return the equipment on Decembe[redacted], for example, and just have the fee billing for Nov, Dec and Jan. In this case, to date, we have not received a merchant account cancellation request (however we have closed their merchant account). That is why there was a February fee. We did receive on 12-10 a request to cancel the [redacted] Placement Program which would put their 60 day notice date to February [redacted]. The note said the merchant account was remaining open because the merchant was remaining on board, presumably with another processing option. Many accounts that cancel the [redacted] product use other methods of processing and the agreement states, “This Agreement is a separate and apart from the Merchant’s merchant services account and the termination provisions of this Agreement do not apply to the early termination provisions in such Merchant Agreement.” Section 9(e) of [redacted] Placement Agreement. We also received the equipment back on January [redacted] and while their 60 days notice would have them billed for December, January and February, they were not charged for February. This recognized their late start at the end of November. To date, they were billed $124 for November, December and January which is exactly in-line with what they should be charged for the program and in all three of those months, the equipment was in their possession for a part of the month. They were not charged $124 for 4 months. They were charged $35 for February because we were instructed that the account would remain open. There was active processing through 1/**/2016. If they switched to Lightspeed on November [redacted], Unlike other companies that charged the monthly fees for their POS programs every month for 5 years, regardless of whether you have the system for 1 week or 100 weeks, we have a very easy and simple policy that to date, not one of our 550 other [redacted] customers has complained about. We don’t take advantage of clients and don’t offer leases which are non-cancellable. The client did not like the solution they chose to move forward with and was allowed to have the equipment in their possession for 3 months and pay $372 with no other expenses except their normal merchant account fees. We also have not charged a cancellation fee for their merchant account. I’ve attached the [redacted] Placement Program agreement signed by the client. Section 9 highlights our termination clause and Section 4 are the obligations of the merchant.
The proper course of action is not filing a Revdex.com complaint, but simply calling EPI customer service at [redacted] Option 4. A simple phone call that takes no more than a few minutes. Had that been done, we could close the account in a matter of minutes with a cancellation form and...
arrange for the return of equipment. Scott G[redacted] is a sales agent responsible for the initial sale and certain ongoing local support. However, our tech and customer service staff is available 24/7 and handle all merchant requests. The phone number on the side of the terminal, on top of the statement, and also in the welcome packet can help you get answers to any question day or night. I would never recommend waiting more than 48 hours for a response from a sale agent before contacting corporate. There are many reasons for an agent's unresponsiveness such as travel, work schedule, sales calls, etc. Electronic Payments call centers are able to support your inquiry and as I said, a simple phone call back in January would have gotten this account closed. A refund will post to your bank account on file on 6-** and your account will be closed with no further billing.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
My intention was not to harm the business of EPI. I was trying desperately to reach some one that was willing to resolve my ongoing problem since 2013. I had an excellent local representative that was always very helpful and personable, but I did not realize that he later actually ended transferring to work for EPI. Had I known that, I would have called him and since he was local he might have been able to resolve the issue in person. That visit was arranged and in fact took place, but by than, the CEO had made his decision. Initially the CEO called and was polite and seemed concerned. But when he found out that I had filled a complain with Revdex.com he called back very angry and told me he will be closing my account and canceling any further contact with his company. I want to stress I do not blame the company itself because my problem was unique. The reason for the complaint was because the VP told me that I had no other recourse and the conversation with him was my only recourse and proceeded to cut me off. Again, wish no ill will to any one or any business, but when there is a lack of compassion to customer service that is a fault of the corporate structure. I appreciate the opportunity to respond and want to apologies for any inconvenience to ANY person. And particularly want to thank the local representative who continued to be helpful above and beyond the call of duty even after he was instructed by the CEO not to contact me.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
We take pride in our service very seriously and appreciate the ability to respond to this client's issues. The client did not like the answer given by our tech representative who could provide no further assistance to questions why cards were receiving a decline message. Unfortunately,...
after review, we are unable to accommodate his needs as a customer and we have recommended an alternative system to use. This particular issue has no escalation beyond the tech supervisor he spoke with as the answer to the client's decline issues will remain the same. The client did not like the answer and what he felt was the bad attitude of the technical support supervisor who was unable to assist and was unable to escalate a call further. After answering 171,000 technical support calls in 2016, there are always going to be clients who feel the representative was abrupt or rude and we work diligently in year-round training to continually advance our client experience and service levels. After the call, this client proceeded to post 4 Facebook posts on the company Facebook page asking for the CEO to call as well as left a voicemail message for the CEO to call. This account will be closed with no fees and if the client returns the 2 swipers provided, the $36 the client will be refunded immediately, as the client requested in the complaint. Client may mail swipers to EPI Returns, [redacted] attn RMA #[redacted]. Hopefully the client is happy with that solution to his issue. Sincerely, EPI Customer Service.
The merchant hung up on our representative.MERCHANT CALLED TO CANCEL HER ACCOUNT I OFFERED THE MEET OR BEAT THEY SWITCHED BECAUSE OF THE RATES ON THE ACCOUNT AND THEY SWITCHED TO PAY PAL 2014-09-** 12:55:PMI EMAIELD THE REP BECAUSE OF THE CANCELALTION AND THE MERCHANT SAID THERE
SHOULD BE NO ETF AND WILL CALL THE Revdex.com AND HUNG UP ON ME.The agreement CAN be cancelled and there is NO ETFPlease complete a cancellation form with Customer Service and email or fax inThen call to confirm that it was received. Please don't hang up the phone and file a Revdex.com complaint before being given all the information on your account
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** *** *** *** *** ***
This merchant's account is closedThere are no further obligations to Electronic Payments or any collections company
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
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. EPI has worked very hard to make correct this matter and has been very diligent in resolving...
and satisfying our needs in this matter. I rescind all of my previous statements regarding EPI.
Sincerely,
[redacted]
Why do clients automatically file a Revdex.com complaint and not call the collections company and/or phone numbers on the letter received or the top of the statement? This complaint is entirely invalid. The account is closed. No fees are owed. And we don't even need to collect $300 - although more...
unscrupulous companies would be happy to do so upon the offering, whether or not the collection was valid or not. If the client simply CALLED asking for clarification of a piece of mail received or a phone call placed, instead of filing a Revdex.com complaint then they would've been told the same information. Now the Revdex.com holds this against us and that is wrong. Sincerely,Customer Service
It is our policy to close accounts when a cancellation form is received only. This prevents someone from calling in to close the account that is not the authorized signor. Many times, we've had ex-spouses, business partners, employees, etc., attempt to close accounts and they have had access to...
information related to the account by working at the business location or being involved with the owner. The delay in cancellation could have been avoided had the customer called 5 minutes after faxing or emailing the cancellation form. As a courtesy, we've mailed a check for $108 to and payable:[redacted]
[redacted]
[redacted]We can only send checks to individuals per escheatment policies of closed businesses. Please allow 10 days for receipt.
This customer has rejected the fees owed each month on the account numerous times, each time costs the company a NSF fee similar to when a check bounces.MRCH REJECTED FEB EOMF FOR $7.60 DUE TO INSUFF FUNDSMRCH REJECTED THE FEB RESUBMIT EOMF FOR $7.60 DUE TO INSUFF FUNDSMRCH REJECTED MARCH EOMF FOR...
$84.02 DUE TO INSUFF FUNDSMERCHANT REJECTED APRIL EOMS IN THE AMOUNT OF $60.93 DUE TO NSF.MRCH REJECTED THE APRIL RESUBMIT FOR $ 60.93 DUE TO INSUFF FUNDSMRCH REJECTED MAY EOMF FOR $90.00 DUE TO INSUFF FUNDSMRCH REJECTED MAY RESUBMIT FOR $90.00 DUE TO INSUFF FUNDSMRCH REJECTED JUNE EOMF FOR $90.00 DUE TO INSUFF FUNDSMRCH REJECTED THE JUNE RESUBMIT FOR $ 90.00 DUE TO INSUFF FUNDSUnfortunately, because of the numerous rejected debits, we cannot continue to work with this customer. Their account is closed. No further balance is due on the account - we have written off the balance due. The customer can disregard any letters received.I wish the customer called Customer Service before filing a Revdex.com complaint. We would have been glad to discuss with the merchant and come to an amicable resolution.Account is closed. Balance due is $0.00.
A refund of $675 was posted to the bank account of the client. The rep, Mike P[redacted], confirmed to EPI that he has the equipment and forgot to return it. As of the date of the call, we had not received the equipment back, nor had we received a cancellation form. Had the merchant simply sent in a...
cancellation form and written on the form that the equipment was in the possession of Mike P[redacted], we could've avoided a Revdex.com complaint and we would've conversed with Mr. P[redacted], confirmed he had the equipment and refunded the client. The merchant had no shipping record (of the equipment sent to EPI or Mike P[redacted]) nor had they sent in a cancellation form. It is ultimately the merchant's responsibility to ensure the account is cancelled properly and equipment is returned.Sincerely, Customer Service
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. This agreement is contingent upon receiving the check for $108 as offered by the business.
Sincerely,
[redacted]
To whom it may concern: We respectfully disagree with the client’s assessment of their experience. The client demoed a system called [redacted] provided by a company called First Data. The retail price of this system is $1299, not including shipping to the client or setup. Instead of charging for a full...
purchase, we place the system at the location for a monthly fee. Once a client’s account is approved, we deploy (ship) to them and there is zero up-front costs to have us provide a $1300+ POS system to them. The only term we have is a 60-day opt out clause. In other words, the client can give us notice they wish to opt out and will be billed for 3 months and nothing more. Our expectation is they write a letter saying they wish to cancel and then return the equipment as soon as possible. In this case, if the client was not happy in November and provided notice by November [redacted], they would’ve been billed for November, December and January as long as the equipment was returned within 15 days of the time when they can return the equipment. For example, if they give us the 60 day notice on November [redacted] (which they could’ve done after signing up for Lightspeed), that would allow them to cancel completely on January [redacted]. We would need to receive the equipment by February [redacted] (15 days after the January [redacted] date.) However, that is the end-limit of the return period. They could just box the equipment and return the equipment on Decembe[redacted], for example, and just have the fee billing for Nov, Dec and Jan. In this case, to date, we have not received a merchant account cancellation request (however we have closed their merchant account). That is why there was a February fee. We did receive on 12-10 a request to cancel the [redacted] Placement Program which would put their 60 day notice date to February [redacted]. The note said the merchant account was remaining open because the merchant was remaining on board, presumably with another processing option. Many accounts that cancel the [redacted] product use other methods of processing and the agreement states, “This Agreement is a separate and apart from the Merchant’s merchant services account and the termination provisions of this Agreement do not apply to the early termination provisions in such Merchant Agreement.” Section 9(e) of [redacted] Placement Agreement. We also received the equipment back on January [redacted] and while their 60 days notice would have them billed for December, January and February, they were not charged for February. This recognized their late start at the end of November. To date, they were billed $124 for November, December and January which is exactly in-line with what they should be charged for the program and in all three of those months, the equipment was in their possession for a part of the month. They were not charged $124 for 4 months. They were charged $35 for February because we were instructed that the account would remain open. There was active processing through 1/**/2016. If they switched to Lightspeed on November [redacted], Unlike other companies that charged the monthly fees for their POS programs every month for 5 years, regardless of whether you have the system for 1 week or 100 weeks, we have a very easy and simple policy that to date, not one of our 550 other [redacted] customers has complained about. We don’t take advantage of clients and don’t offer leases which are non-cancellable. The client did not like the solution they chose to move forward with and was allowed to have the equipment in their possession for 3 months and pay $372 with no other expenses except their normal merchant account fees. We also have not charged a cancellation fee for their merchant account. I’ve attached the [redacted] Placement Program agreement signed by the client. Section 9 highlights our termination clause and Section 4 are the obligations of the merchant.
The proper course of action is not filing a Revdex.com complaint, but simply calling EPI customer service at [redacted] Option 4. A simple phone call that takes no more than a few minutes. Had that been done, we could close the account in a matter of minutes with a cancellation form and...
arrange for the return of equipment. Scott G[redacted] is a sales agent responsible for the initial sale and certain ongoing local support. However, our tech and customer service staff is available 24/7 and handle all merchant requests. The phone number on the side of the terminal, on top of the statement, and also in the welcome packet can help you get answers to any question day or night. I would never recommend waiting more than 48 hours for a response from a sale agent before contacting corporate. There are many reasons for an agent's unresponsiveness such as travel, work schedule, sales calls, etc. Electronic Payments call centers are able to support your inquiry and as I said, a simple phone call back in January would have gotten this account closed. A refund will post to your bank account on file on 6-** and your account will be closed with no further billing.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
My intention was not to harm the business of EPI. I was trying desperately to reach some one that was willing to resolve my ongoing problem since 2013. I had an excellent local representative that was always very helpful and personable, but I did not realize that he later actually ended transferring to work for EPI. Had I known that, I would have called him and since he was local he might have been able to resolve the issue in person. That visit was arranged and in fact took place, but by than, the CEO had made his decision. Initially the CEO called and was polite and seemed concerned. But when he found out that I had filled a complain with Revdex.com he called back very angry and told me he will be closing my account and canceling any further contact with his company. I want to stress I do not blame the company itself because my problem was unique. The reason for the complaint was because the VP told me that I had no other recourse and the conversation with him was my only recourse and proceeded to cut me off. Again, wish no ill will to any one or any business, but when there is a lack of compassion to customer service that is a fault of the corporate structure. I appreciate the opportunity to respond and want to apologies for any inconvenience to ANY person. And particularly want to thank the local representative who continued to be helpful above and beyond the call of duty even after he was instructed by the CEO not to contact me.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
We take pride in our service very seriously and appreciate the ability to respond to this client's issues. The client did not like the answer given by our tech representative who could provide no further assistance to questions why cards were receiving a decline message. Unfortunately,...
after review, we are unable to accommodate his needs as a customer and we have recommended an alternative system to use. This particular issue has no escalation beyond the tech supervisor he spoke with as the answer to the client's decline issues will remain the same. The client did not like the answer and what he felt was the bad attitude of the technical support supervisor who was unable to assist and was unable to escalate a call further. After answering 171,000 technical support calls in 2016, there are always going to be clients who feel the representative was abrupt or rude and we work diligently in year-round training to continually advance our client experience and service levels. After the call, this client proceeded to post 4 Facebook posts on the company Facebook page asking for the CEO to call as well as left a voicemail message for the CEO to call. This account will be closed with no fees and if the client returns the 2 swipers provided, the $36 the client will be refunded immediately, as the client requested in the complaint. Client may mail swipers to EPI Returns, [redacted] attn RMA #[redacted]. Hopefully the client is happy with that solution to his issue. Sincerely, EPI Customer Service.