Final Consumer Response / [redacted] (450, 5, 2014/06/10) */ The consumer indicated ONLINE that the business responded to this complaint to his/her satisfactionHe/she also stated: They told us to remove this complaint before they would work with us to resolve us.l Consumer Response The consumer indicated ONLINE that the business responded to this complaint to his/her satisfactionHe/she also stated: In follow up to the issue, [redacted] was very communicative and took quick, decisive action to fix the issue, cancel the contractOver all would give this company's complant resolution department an A
We made the outbound call to this merchant due to a notification we received from our corporate office advising the merchants current equipment was going to be end of life We were only trying to ensure the merchant would not have any down time from processing + We are truly sorry our call offended the merchant.The merchant did contact our office today and instructions were given on how to close the processing account We will submit the processing account to close as soon as the letter is received
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 Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2014/02/06) */ By way of response to the complaint filed by [redacted] , our records show that one of our representatives met with [redacted] to establish the merchant account and the leaseAs is standard procedure, the sales representative reviewed the documents with [redacted] then voluntary signed them Please be advised that all calls with merchants are logged upon receiptWe received one call from [redacted] regarding the lease at that was on April 11, On that call we reviewed the lease agreement terms and the monthly payment amountShe stated she felt the payment was high and did not think they removed the non-compliance insurance feeShe stated she received the letter from the finance company explaining she needed to send in the proof of insurance or would be charged the non-compliance fee of $Please note they also include a copy of the lease with this letter she received(Sample letter included) The merchant stated that she had sent in proof of insurance to the finance company back in March but felt the fee had not been removedWe contacted the finance company and were able to confirm they had received the proof and there was an error on the billing for the April lease paymentThe leasing company refunded the merchant for the overchargeWe did receive several calls from her with issues with transactions they had run, we assisted with each issue and help resolvedThe merchant then called on January 13th to close the accountShe sent the close request via emailThe official close date on the processing account was February 5, as they had processing in JanuaryThe merchant then called back on January 15, and on that call stated not aware of lease being non-cancellableShe happened to reach the same person she spoke to in April regarding the leaseThe CSR representative reviewed the April conversation with her and advised clearly you were aware of the leaseThe merchant then stated "WENT ONLINE AND READ HOW OTHERS HAVE GOTTEN THEIR LEASES CLOSED WITH YOU" This is very concerning as she admitted there was no issue with the lease originally but now that she has switched to another processor she was told she just needed to complain and or file a Revdex.com and we would let them out In the complaint she also states the rep advised he waived the early termination feeThis is correct and can be waived on the processing agreementThe processing and lease agreement are two separate agreementsThis is why it states at the top and bottom of the lease agreement "non cancellable lease" in boldThe merchant was clearly aware of the agreements she signedShe has been in contact with the finance company that had been billing her for the last months and admitted on a call with us that she searched online on how others have gotten out of lease agreements with usThe merchants account is closed and the equipment can be reprogrammed with any processor We have provided a copy of the signed processing agreement, signed lease agreement, [redacted] 's driver's license for proof of signature and a copy of the sample letter sent from the finance companyWe do not feel this is a valid complaintWe have supplied enough proof to show this is a valid contract and the merchant needs to honor her contractual obligation Final Consumer Response / [redacted] (4200, 11, 2014/03/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Now that Retriever HAS LOST EVERY argument presented in their responses established In my previous rebuttals, they are now stating that the "the merchant will need to work with the [redacted] regarding the lease agreement" ? This is nothing but mere a cop out If this was truly the case, why then didn't Retriever initially respond in this manner? Why did they follow through and answer the complaint at all or direct the complaint this way from the beginning of this process? I know the answerbecause the [redacted] had nothing to do with the deceptive down right fraudulent sales practices involved with this complaintRetriever Merchant Solutions and [redacted] , representative of Retriever ARE responsible Even on the 1st day of this whole dealing, when speaking with [redacted] on the phone, she made it clear that Retriever had the authority to end this contract as I was promised by CoariWhy else would she be working on it as stated in her own words via e-mail previously submitted as an Exhibit E? "I am working on the equipment side." Why would [redacted] be working on the equipment side if it was the [redacted] I should be working with as stated in their last rebuttal? Also note that they quote "the original contract"? The original contract includes the additional page as it pertains to the merchant terminal and I was PROMISED by Retriever's representative, [redacted] that I could cancel at any time as clearly shown on the documentation page (3) As previously stated in my last rebuttal, the [redacted] has already stated to me verbally over the phone, that there is nothing they can do without the direct involvement of Retriever I request that Retriever follow through and complete the cancellation of this portion of the service as it was presented to me by Retriever's representative, [redacted] and end this thing once and for all Final Business Response / [redacted] (4000, 13, 2014/03/14) */ Merchant filed a complaint with the State of [redacted] Department of Agriculture, Trade and Consumer Protection - Complaint NoXXXXXX; [redacted] - NPC's In House Counsel has responded to the complaint
We supplied a piece of equipment to this merchant at no cost in October 2015. In the event the merchant was to close the processing account with
Retriever they would only need to return the equipment with a close letter. If the equipment was not returned there would be a cost of $375.00. Unfortunately as of today the merchant has not returned the equipment we supplied. Instead has sent us other processors equipment. On December 12th the merchant called and advised she found a piece of equipment in a closet. We did review with her the serial numbers and neither matched but the merchant insisted the one terminal was ours. We did direct her to send it in and we could review. The merchant sent in another piece of equipment that is not ours again. We did return the equipment to the merchant. We have given the merchant the make, model and serial number on the terminal we sent them. The merchant can either return the piece of equipment we sent to them or they can pay $to cover the cost of the equipment we sent. If necessary I can supply a recording of the call from December 12th confirming the merchant was fully aware they needed to return the equipment we supplied or there would be a cost
We signed up for this credit card processing company and they our holding our money for a week and a half and dont answer there phone or call back!!!!! if you see this
company dont think once, just run!!!
Initial Business Response /* (1000, 5, 2014/03/14) */
We have reached out to the merchant and will be working with them to resolve the complaint
Final Consumer Response /* (450, 9, 2014/03/17) */
The consumer indicated ONLINE that the business responded to this complaint to
his/her satisfactionHe/she also stated:
Retriever just contacted me on this complaintThe rep claimed to have called us on Friday to talk about it but there was no message on machineI see no reason *** (rep) would lie to me about leaving a message and this has happened before that one of the shop guys erases and doesn't leave me a noteI have now FAX'd *** the info she requested and as of right now she is looking into the matter and promises me something will be done to solve the issuesAs of now, I recant my earlier message that no attempt was made to contact meI'm going to put my faith in *** that this will be solved
I have been a customer of Retreiver for a year nowI have had to call for questions about times over the yearNever once got a return call from my agentHis voicemail says " I PROMISE to return your call" not once did heThe prices are saving me $10-$per month, but I had way better customer service with my other companySometimes you get what you pay for
Complaint: ***
I am rejecting this response because:
More information is neededPlease provide ALL recorded conversations since MARCH of INCLUDING the original cancellation request conversation in which a shipping label was provided for our use to send the proper equipment in question back to youWe DID receive the shipping label and we DID ship out the proper piece of equipmentThis is either a PARCEL CARRIER error or YOUR WAREHOUSE error as I am NOT in possession of this equipment as of MARCH
Sincerely,
*** ***
The merchant's issues were resolved back on June 16th. We spoke to the merchant on June 15th and he stated he wanted the lease and processing cancelled. The account manager reviewed the account with the merchant and...
also reviewed the verbal call regarding the lease. The merchant stated he was going to shut down his bank account. The account manager reached out to the rep and explained the issues with the merchant. The reps advised his account manager to shut down the account and cancel the lease. He stated the merchant called him and was very upset. The merchant did meet with another processing company. The rep said Retriever's and his reputation were to important and that he would rather let the merchant out of the lease and processing and avoid any elevation or negative comments being posted to the internet. On June 16th the account manager initiated the cancellation of the lease. We normally require the equipment back before we will submit the lease cancellation but made an exception in this case. The merchant was advised of the steps we were taking to resolve his issues. Clearly he did not understand because we then received a call on June 22nd threatening again. We advised again a call tag was issued to pick up the equipment and the processing account was submitted to close. There is a process to get the lease and processing account cancelled but both were submitted. I then received a Revdex.com complaint on June 23rd. We are asking the Revdex.com to close this complaint as invalid since we had already resolved the merchant’s issues prior to him filing this complaint. The processing account will close down in early July since the merchant processed on the equipment until June 16 and we have the close out June before we can shut down the account. The lease cancellation is in process and can take up to 30 days. Thanks! [redacted] Retention/Customer Service Manager Retriever Merchant Solutions [redacted]
Final Consumer Response /* (450, 5, 2014/06/10) */
The consumer indicated ONLINE that the business responded to this complaint to his/her satisfaction. He/she also stated:
They told us to remove this complaint before they would work with us to resolve us.l
Consumer Response /*...
(2001, 11, 2014/07/21) */
The consumer indicated ONLINE that the business responded to this complaint to his/her satisfaction. He/she also stated:
In follow up to the issue, [redacted] was very communicative and took quick, decisive action to fix the issue, cancel the contract. Over all would give this company's complant resolution department an A.
We made the outbound call to this merchant due to a notification we received from our corporate office advising the merchants current equipment was going to be end of life. We were only trying to ensure the merchant would not have any down time from processing. +
We are...
truly sorry our call offended the merchant.The merchant did contact our office today and instructions were given on how to close the processing account. We will submit the processing account to close as soon as the letter is received.
Initial Business Response /* (1000, 8, 2015/05/28) */
[redacted] Thu, May 28, 2015 at 1:59 PM
To: "[redacted]@chicago.Revdex.com.org"
Good Afternoon [redacted],
I wanted to let you know I spoke to Mrs. [redacted] today and we had a great conversation....
She is going to email me over the breakdown of the refund they are requesting. The total is going to be $1810.45. I advised her once I receive the breakdown I will submit the request to have them refunded. I did advise I should be able to have the check to her by the middle of next week. So we should be all good on this one.
Initial Business Response /* (1000, 5, 2014/02/06) */
By way of response to the complaint filed by [redacted], our records show that one of our representatives met with [redacted] to establish the merchant account and the lease. As is standard procedure, the sales representative reviewed...
the documents with [redacted] then voluntary signed them.
Please be advised that all calls with merchants are logged upon receipt. We received one call from [redacted] regarding the lease at that was on April 11, 2013. On that call we reviewed the lease agreement terms and the monthly payment amount. She stated she felt the payment was high and did not think they removed the non-compliance insurance fee. She stated she received the letter from the finance company explaining she needed to send in the proof of insurance or would be charged the non-compliance fee of $4.95. Please note they also include a copy of the lease with this letter she received. (Sample letter included) The merchant stated that she had sent in proof of insurance to the finance company back in March but felt the fee had not been removed. We contacted the finance company and were able to confirm they had received the proof and there was an error on the billing for the April lease payment. The leasing company refunded the merchant for the overcharge. We did receive several calls from her with issues with transactions they had run, we assisted with each issue and help resolved. The merchant then called on January 13th to close the account. She sent the close request via email. The official close date on the processing account was February 5, 2013 as they had processing in January. The merchant then called back on January 15, 2014 and on that call stated not aware of lease being non-cancellable. She happened to reach the same person she spoke to in April regarding the lease. The CSR representative reviewed the April conversation with her and advised clearly you were aware of the lease. The merchant then stated "WENT ONLINE AND READ HOW OTHERS HAVE GOTTEN THEIR LEASES CLOSED WITH YOU" This is very concerning as she admitted there was no issue with the lease originally but now that she has switched to another processor she was told she just needed to complain and or file a Revdex.com and we would let them out.
In the complaint she also states the rep advised he waived the early termination fee. This is correct and can be waived on the processing agreement. The processing and lease agreement are two separate agreements. This is why it states at the top and bottom of the lease agreement "non cancellable lease" in bold. The merchant was clearly aware of the agreements she signed. She has been in contact with the finance company that had been billing her for the last 11 months and admitted on a call with us that she searched online on how others have gotten out of lease agreements with us. The merchants account is closed and the equipment can be reprogrammed with any processor.
We have provided a copy of the signed processing agreement, signed lease agreement, [redacted]'s driver's license for proof of signature and a copy of the sample letter sent from the finance company. We do not feel this is a valid complaint. We have supplied enough proof to show this is a valid contract and the merchant needs to honor her contractual obligation.
Final Consumer Response /* (4200, 11, 2014/03/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Now that Retriever HAS LOST EVERY argument presented in their responses established In my previous rebuttals, they are now stating that the "the merchant will need to work with the [redacted] regarding the lease agreement" ? This is nothing but mere a cop out.
If this was truly the case, why then didn't Retriever initially respond in this manner? Why did they follow through and answer the complaint at all or direct the complaint this way from the beginning of this process?
I know the answer... because the [redacted] had nothing to do with the deceptive down right fraudulent sales practices involved with this complaint. Retriever Merchant Solutions and [redacted], representative of Retriever ARE responsible.
Even on the 1st day of this whole dealing, when speaking with [redacted] on the phone, she made it clear that Retriever had the authority to end this contract as I was promised by Coari. Why else would she be working on it as stated in her own words via e-mail previously submitted as an Exhibit E? "I am working on the equipment side." Why would [redacted] be working on the equipment side if it was the [redacted] I should be working with as stated in their last rebuttal?
Also note that they quote "the original contract"? The original contract includes the additional page as it pertains to the merchant terminal and I was PROMISED by Retriever's representative, [redacted] that I could cancel at any time as clearly shown on the documentation page (3).
As previously stated in my last rebuttal, the [redacted] has already stated to me verbally over the phone, that there is nothing they can do without the direct involvement of Retriever.
I request that Retriever follow through and complete the cancellation of this portion of the service as it was presented to me by Retriever's representative, [redacted] and end this thing once and for all.
Final Business Response /* (4000, 13, 2014/03/14) */
Merchant filed a complaint with the State of [redacted] Department of Agriculture, Trade and Consumer Protection - Complaint No. XXXXXX; [redacted] - NPC's In House Counsel has responded to the complaint
I have sent 3 emails to the address supplied by them to cancel my account. All have been returned undeliverable. Dissatisfied from the beginning. Salesman was dishonest. If you hear this company's name run!
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.
Sincerely,...
Final Consumer Response / [redacted] (450, 5, 2014/06/10) */ The consumer indicated ONLINE that the business responded to this complaint to his/her satisfactionHe/she also stated: They told us to remove this complaint before they would work with us to resolve us.l Consumer Response The consumer indicated ONLINE that the business responded to this complaint to his/her satisfactionHe/she also stated: In follow up to the issue, [redacted] was very communicative and took quick, decisive action to fix the issue, cancel the contractOver all would give this company's complant resolution department an A
We made the outbound call to this merchant due to a notification we received from our corporate office advising the merchants current equipment was going to be end of life We were only trying to ensure the merchant would not have any down time from processing + We are truly sorry our call offended the merchant.The merchant did contact our office today and instructions were given on how to close the processing account We will submit the processing account to close as soon as the letter is received
Initial Business Response / [redacted] (1000, 5, 2014/06/13) */ see attached
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 Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2014/02/06) */ By way of response to the complaint filed by [redacted] , our records show that one of our representatives met with [redacted] to establish the merchant account and the leaseAs is standard procedure, the sales representative reviewed the documents with [redacted] then voluntary signed them Please be advised that all calls with merchants are logged upon receiptWe received one call from [redacted] regarding the lease at that was on April 11, On that call we reviewed the lease agreement terms and the monthly payment amountShe stated she felt the payment was high and did not think they removed the non-compliance insurance feeShe stated she received the letter from the finance company explaining she needed to send in the proof of insurance or would be charged the non-compliance fee of $Please note they also include a copy of the lease with this letter she received(Sample letter included) The merchant stated that she had sent in proof of insurance to the finance company back in March but felt the fee had not been removedWe contacted the finance company and were able to confirm they had received the proof and there was an error on the billing for the April lease paymentThe leasing company refunded the merchant for the overchargeWe did receive several calls from her with issues with transactions they had run, we assisted with each issue and help resolvedThe merchant then called on January 13th to close the accountShe sent the close request via emailThe official close date on the processing account was February 5, as they had processing in JanuaryThe merchant then called back on January 15, and on that call stated not aware of lease being non-cancellableShe happened to reach the same person she spoke to in April regarding the leaseThe CSR representative reviewed the April conversation with her and advised clearly you were aware of the leaseThe merchant then stated "WENT ONLINE AND READ HOW OTHERS HAVE GOTTEN THEIR LEASES CLOSED WITH YOU" This is very concerning as she admitted there was no issue with the lease originally but now that she has switched to another processor she was told she just needed to complain and or file a Revdex.com and we would let them out In the complaint she also states the rep advised he waived the early termination feeThis is correct and can be waived on the processing agreementThe processing and lease agreement are two separate agreementsThis is why it states at the top and bottom of the lease agreement "non cancellable lease" in boldThe merchant was clearly aware of the agreements she signedShe has been in contact with the finance company that had been billing her for the last months and admitted on a call with us that she searched online on how others have gotten out of lease agreements with usThe merchants account is closed and the equipment can be reprogrammed with any processor We have provided a copy of the signed processing agreement, signed lease agreement, [redacted] 's driver's license for proof of signature and a copy of the sample letter sent from the finance companyWe do not feel this is a valid complaintWe have supplied enough proof to show this is a valid contract and the merchant needs to honor her contractual obligation Final Consumer Response / [redacted] (4200, 11, 2014/03/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Now that Retriever HAS LOST EVERY argument presented in their responses established In my previous rebuttals, they are now stating that the "the merchant will need to work with the [redacted] regarding the lease agreement" ? This is nothing but mere a cop out If this was truly the case, why then didn't Retriever initially respond in this manner? Why did they follow through and answer the complaint at all or direct the complaint this way from the beginning of this process? I know the answerbecause the [redacted] had nothing to do with the deceptive down right fraudulent sales practices involved with this complaintRetriever Merchant Solutions and [redacted] , representative of Retriever ARE responsible Even on the 1st day of this whole dealing, when speaking with [redacted] on the phone, she made it clear that Retriever had the authority to end this contract as I was promised by CoariWhy else would she be working on it as stated in her own words via e-mail previously submitted as an Exhibit E? "I am working on the equipment side." Why would [redacted] be working on the equipment side if it was the [redacted] I should be working with as stated in their last rebuttal? Also note that they quote "the original contract"? The original contract includes the additional page as it pertains to the merchant terminal and I was PROMISED by Retriever's representative, [redacted] that I could cancel at any time as clearly shown on the documentation page (3) As previously stated in my last rebuttal, the [redacted] has already stated to me verbally over the phone, that there is nothing they can do without the direct involvement of Retriever I request that Retriever follow through and complete the cancellation of this portion of the service as it was presented to me by Retriever's representative, [redacted] and end this thing once and for all Final Business Response / [redacted] (4000, 13, 2014/03/14) */ Merchant filed a complaint with the State of [redacted] Department of Agriculture, Trade and Consumer Protection - Complaint NoXXXXXX; [redacted] - NPC's In House Counsel has responded to the complaint
Initial Business Response / [redacted] (1000, 5, 2014/02/28) */ I have spoken to the merchant and I am working with her to resolve the complaint
We supplied a piece of equipment to this merchant at no cost in October 2015. In the event the merchant was to close the processing account with
Retriever they would only need to return the equipment with a close letter. If the equipment was not returned there would be a cost of $375.00. Unfortunately as of today the merchant has not returned the equipment we supplied. Instead has sent us other processors equipment. On December 12th the merchant called and advised she found a piece of equipment in a closet. We did review with her the serial numbers and neither matched but the merchant insisted the one terminal was ours. We did direct her to send it in and we could review. The merchant sent in another piece of equipment that is not ours again. We did return the equipment to the merchant. We have given the merchant the make, model and serial number on the terminal we sent them. The merchant can either return the piece of equipment we sent to them or they can pay $to cover the cost of the equipment we sent. If necessary I can supply a recording of the call from December 12th confirming the merchant was fully aware they needed to return the equipment we supplied or there would be a cost
We signed up for this credit card processing company and they our holding our money for a week and a half and dont answer there phone or call back!!!!! if you see this
company dont think once, just run!!!
Initial Business Response /* (1000, 5, 2014/03/14) */
We have reached out to the merchant and will be working with them to resolve the complaint
Final Consumer Response /* (450, 9, 2014/03/17) */
The consumer indicated ONLINE that the business responded to this complaint to
his/her satisfactionHe/she also stated:
Retriever just contacted me on this complaintThe rep claimed to have called us on Friday to talk about it but there was no message on machineI see no reason *** (rep) would lie to me about leaving a message and this has happened before that one of the shop guys erases and doesn't leave me a noteI have now FAX'd *** the info she requested and as of right now she is looking into the matter and promises me something will be done to solve the issuesAs of now, I recant my earlier message that no attempt was made to contact meI'm going to put my faith in *** that this will be solved
I have been a customer of Retreiver for a year nowI have had to call for questions about times over the yearNever once got a return call from my agentHis voicemail says " I PROMISE to return your call" not once did heThe prices are saving me $10-$per month, but I had way better customer service with my other companySometimes you get what you pay for
Complaint: ***
I am rejecting this response because:
More information is neededPlease provide ALL recorded conversations since MARCH of INCLUDING the original cancellation request conversation in which a shipping label was provided for our use to send the proper equipment in question back to youWe DID receive the shipping label and we DID ship out the proper piece of equipmentThis is either a PARCEL CARRIER error or YOUR WAREHOUSE error as I am NOT in possession of this equipment as of MARCH
Sincerely,
*** ***
The merchant's issues were resolved back on June 16th. We spoke to the merchant on June 15th and he stated he wanted the lease and processing cancelled. The account manager reviewed the account with the merchant and...
also reviewed the verbal call regarding the lease. The merchant stated he was going to shut down his bank account. The account manager reached out to the rep and explained the issues with the merchant. The reps advised his account manager to shut down the account and cancel the lease. He stated the merchant called him and was very upset. The merchant did meet with another processing company. The rep said Retriever's and his reputation were to important and that he would rather let the merchant out of the lease and processing and avoid any elevation or negative comments being posted to the internet. On June 16th the account manager initiated the cancellation of the lease. We normally require the equipment back before we will submit the lease cancellation but made an exception in this case. The merchant was advised of the steps we were taking to resolve his issues. Clearly he did not understand because we then received a call on June 22nd threatening again. We advised again a call tag was issued to pick up the equipment and the processing account was submitted to close. There is a process to get the lease and processing account cancelled but both were submitted. I then received a Revdex.com complaint on June 23rd. We are asking the Revdex.com to close this complaint as invalid since we had already resolved the merchant’s issues prior to him filing this complaint. The processing account will close down in early July since the merchant processed on the equipment until June 16 and we have the close out June before we can shut down the account. The lease cancellation is in process and can take up to 30 days. Thanks! [redacted] Retention/Customer Service Manager Retriever Merchant Solutions [redacted]
Initial Business Response /* (1000, 5, 2014/06/13) */
see attached
Final Consumer Response /* (450, 5, 2014/06/10) */
The consumer indicated ONLINE that the business responded to this complaint to his/her satisfaction. He/she also stated:
They told us to remove this complaint before they would work with us to resolve us.l
Consumer Response /*...
(2001, 11, 2014/07/21) */
The consumer indicated ONLINE that the business responded to this complaint to his/her satisfaction. He/she also stated:
In follow up to the issue, [redacted] was very communicative and took quick, decisive action to fix the issue, cancel the contract. Over all would give this company's complant resolution department an A.
We made the outbound call to this merchant due to a notification we received from our corporate office advising the merchants current equipment was going to be end of life. We were only trying to ensure the merchant would not have any down time from processing. +
We are...
truly sorry our call offended the merchant.The merchant did contact our office today and instructions were given on how to close the processing account. We will submit the processing account to close as soon as the letter is received.
Initial Business Response /* (1000, 8, 2015/05/28) */
[redacted] Thu, May 28, 2015 at 1:59 PM
To: "[redacted]@chicago.Revdex.com.org"
Good Afternoon [redacted],
I wanted to let you know I spoke to Mrs. [redacted] today and we had a great conversation....
She is going to email me over the breakdown of the refund they are requesting. The total is going to be $1810.45. I advised her once I receive the breakdown I will submit the request to have them refunded. I did advise I should be able to have the check to her by the middle of next week. So we should be all good on this one.
Thanks,
[redacted]
Initial Business Response /* (1000, 5, 2014/02/06) */
By way of response to the complaint filed by [redacted], our records show that one of our representatives met with [redacted] to establish the merchant account and the lease. As is standard procedure, the sales representative reviewed...
the documents with [redacted] then voluntary signed them.
Please be advised that all calls with merchants are logged upon receipt. We received one call from [redacted] regarding the lease at that was on April 11, 2013. On that call we reviewed the lease agreement terms and the monthly payment amount. She stated she felt the payment was high and did not think they removed the non-compliance insurance fee. She stated she received the letter from the finance company explaining she needed to send in the proof of insurance or would be charged the non-compliance fee of $4.95. Please note they also include a copy of the lease with this letter she received. (Sample letter included) The merchant stated that she had sent in proof of insurance to the finance company back in March but felt the fee had not been removed. We contacted the finance company and were able to confirm they had received the proof and there was an error on the billing for the April lease payment. The leasing company refunded the merchant for the overcharge. We did receive several calls from her with issues with transactions they had run, we assisted with each issue and help resolved. The merchant then called on January 13th to close the account. She sent the close request via email. The official close date on the processing account was February 5, 2013 as they had processing in January. The merchant then called back on January 15, 2014 and on that call stated not aware of lease being non-cancellable. She happened to reach the same person she spoke to in April regarding the lease. The CSR representative reviewed the April conversation with her and advised clearly you were aware of the lease. The merchant then stated "WENT ONLINE AND READ HOW OTHERS HAVE GOTTEN THEIR LEASES CLOSED WITH YOU" This is very concerning as she admitted there was no issue with the lease originally but now that she has switched to another processor she was told she just needed to complain and or file a Revdex.com and we would let them out.
In the complaint she also states the rep advised he waived the early termination fee. This is correct and can be waived on the processing agreement. The processing and lease agreement are two separate agreements. This is why it states at the top and bottom of the lease agreement "non cancellable lease" in bold. The merchant was clearly aware of the agreements she signed. She has been in contact with the finance company that had been billing her for the last 11 months and admitted on a call with us that she searched online on how others have gotten out of lease agreements with us. The merchants account is closed and the equipment can be reprogrammed with any processor.
We have provided a copy of the signed processing agreement, signed lease agreement, [redacted]'s driver's license for proof of signature and a copy of the sample letter sent from the finance company. We do not feel this is a valid complaint. We have supplied enough proof to show this is a valid contract and the merchant needs to honor her contractual obligation.
Final Consumer Response /* (4200, 11, 2014/03/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Now that Retriever HAS LOST EVERY argument presented in their responses established In my previous rebuttals, they are now stating that the "the merchant will need to work with the [redacted] regarding the lease agreement" ? This is nothing but mere a cop out.
If this was truly the case, why then didn't Retriever initially respond in this manner? Why did they follow through and answer the complaint at all or direct the complaint this way from the beginning of this process?
I know the answer... because the [redacted] had nothing to do with the deceptive down right fraudulent sales practices involved with this complaint. Retriever Merchant Solutions and [redacted], representative of Retriever ARE responsible.
Even on the 1st day of this whole dealing, when speaking with [redacted] on the phone, she made it clear that Retriever had the authority to end this contract as I was promised by Coari. Why else would she be working on it as stated in her own words via e-mail previously submitted as an Exhibit E? "I am working on the equipment side." Why would [redacted] be working on the equipment side if it was the [redacted] I should be working with as stated in their last rebuttal?
Also note that they quote "the original contract"? The original contract includes the additional page as it pertains to the merchant terminal and I was PROMISED by Retriever's representative, [redacted] that I could cancel at any time as clearly shown on the documentation page (3).
As previously stated in my last rebuttal, the [redacted] has already stated to me verbally over the phone, that there is nothing they can do without the direct involvement of Retriever.
I request that Retriever follow through and complete the cancellation of this portion of the service as it was presented to me by Retriever's representative, [redacted] and end this thing once and for all.
Final Business Response /* (4000, 13, 2014/03/14) */
Merchant filed a complaint with the State of [redacted] Department of Agriculture, Trade and Consumer Protection - Complaint No. XXXXXX; [redacted] - NPC's In House Counsel has responded to the complaint
I have sent 3 emails to the address supplied by them to cancel my account. All have been returned undeliverable. Dissatisfied from the beginning. Salesman was dishonest. If you hear this company's name run!
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.
Sincerely,...
[redacted]
Initial Business Response /* (1000, 5, 2014/02/28) */
I have spoken to the merchant and I am working with her to resolve the complaint.