Riverside Payments

When reviewing your account we have noticed a few things that don't line up with your complaintFirst there is no buyout listed in the entire agreementNext every time you have called in your account has been taken care ofYou have received refunds for any overages and your savings lines up every monthPlease call in with any other questions or concerns

I believe there is some misunderstanding on how our programs work I will be reaching out to you directly shortly and we can walk through our account in depth and resolve the issues at hand I look forward to resolving the issues at hand and getting to be one of our thousands of satisfied clients

Complaint: [redacted] I am rejecting this response because: [redacted] (Revdex.com Resolutions Consultant), Thank you for taking the time to review our complaint against Riverside Payments In reviewing their response to our initial complaint there are many issues we’d like to address First, Riverside Payments states “Riverside Payments has always stood behind our guaranteeWhen reviewing your account it appears you were in fact saving moneyPlease feel free to email us details on how you came up with the conclusion that we were more expensive.” We disagree We do not believe that Riverside Payments stands behind their guarantee as we did not save money On 3/30/2016, a Riverside Payments account executive by the name of Jessica B [redacted] came by our business She said she could offer us a better rate than our current credit card processor (hereinafter: old vendor) and would save us more money every month We told her our old vendor was charging us 3.02% She informed us she was able to offer us 2.36% We told Jessica that even though we were paying our old vendor more (3.02% vs2.36%) it was without any additional monthly fee Riverside Payments on the other hand had a $monthly service fee (which we later found out they could increase at any time) We asked her why should we switch to Riverside Payments who charges an extra monthly fee of $and how would we save money? She said that even with a monthly service fee of $135.00, we would save money compared to our old vendor She wrote out the break down and it appeared given the numbers she used we would’ve saved Based on this alleged savings, we signed When we signed our contract we also signed a guarantee by Riverside Payments, which was also signed by Jessica B*** This guarantee stated that they “are so sure that [they] will save [us] money [they] actually GUARANTEE it!” and that they “guarantee that Riverside will show [us] a savings, or [they] will release [us] at no charge from all processing and equipment obligations.” We can provide this document upon request We are AGAIN requesting that Riverside Payments uphold the guarantee that they made to us since we did not save with them We will now describe in brief detail how Riverside Payments breached their guarantee with usFor many of our monthly statements we discovered that Riverside was not in fact providing us any savings Additionally they raised the $monthly fee to $145, which we were provided no notice and had only discovered through review of our statement For each of these months, the amount charged on our statement (including monthly fee) was greater than the amounts that would’ve been charged by our old vendor We received seven (7) monthly statements from Riverside Payments On four (4) of these statements we were charged more than the 3.02% that our old vendor charged us and still had to pay the increased monthly fee We saw no savings On two (2) of these statements we were charged more than the 2.63% that Jessica B [redacted] promised us and still paid the increased monthly fee When compared to our old vendor at 3.02% w/ no fee, we saw no savings On one (1) statement we “surprisingly” received a 2.35% fee and one would think we would see a savings, but with the increased monthly fee we still saw no savings When we called to ask what had happened Riverside gave us an adjustment discount However, even with this adjustment discount the total amount was still more than the amount we would’ve been charged by our old vendor w/ no monthly fee Upon request we can submit detailed summary that shows total settlement, charges based on old vendor, and charges by Riverside Payments + fee - discount This will show that we did not saveIt is for this reason that we feel Riverside Payments is not holding up their guarantee We did not receive a savings as they guaranteed In accordance with their guarantee they are to “release us at no charge all processing and equipment obligations.” To this date that has not been done and we are now currently on the hook for $6,obligation which we are requesting Riverside Payments release us from at no charge, as per their guarantee The details of this charge we will address below Second, Riverside Payments states “you signed and personally guaranteed a lease This was no trick on our part The lease is transferable and should have been included in the sale of your business.” We disagreeRiverside Payments is correct that we did sign and personally guarantee a lease based on the contract However, we disagree that it was not a “trick” on their part When we spoke with Jessica, their agent, she never mentioned that the monthly fee was an equipment leasing fee for a credit card processing machine From our conversation with Jessica we were made to believe that the fee was for monthly services Additionally, we informed her that we had our own credit card processing machine and thus would not need to lease a new machine Further, had we known that we would be required to use their device we would’ve considered just purchasing the equipment outright rather than lease, as that was an option (our research estimated these machines at ~$250) Today we are being hit with the entirety of the life of the equipment lease ($6,238.20) This equipment has since been returned to First Data (we assume this is Riverside Payments equipment company) as of 2/9/(tracking to be provided upon request) So as a result of this “trick” we are being asked to pay the full life of the leasing contract even though the equipment we are leasing now resides with the equipment owner Equipment which can now be leased out to other vendors thereby providing double dipping of profitsHere is why we disagree with Riverside Payments that there “was no trick on [their] part.” Their agent Jessica B [redacted] should’ve informed us that this monthly fee was for leasing equipment after we questioned her After we informed her we had our own machine and wouldn’t need a new one, she could’ve said something to correct any misunderstanding Not only did she fail to give us the correct information, she actually mislead us by telling us that the credit card machine was free of charge and was included in the deal When we pressed this point on her she reassured us that there would be NO CHARGE FOR THE MACHINE Now imagine our surprise to find out that not only was the machine not free of charge but we are now responsible for the cost of leasing a machine that is back with the equipment owner Finally, while the lease may have been transferable we object to Riverside Payments contention that it “should have been included.” Perhaps they meant “could have been included.” In any event, we made reasonable efforts to try and get the new buyer to continue with Riverside Payments However, they were put off, just as we are now, by the leasing agreement and the lack of promised savings If anything, it would seem that our relationship with Riverside Payments was a detriment in our ability to sell the business Third, Riverside Payments states “we signed on 2-and then you sold within the next month or so, we would have had no chance to help get this transferred to the new owner without proper notice which was not givenWe are sorry about your issues but all issues can and would have been avoided with proper notice.” This portion of the response is very confusing to us as none of it relates to our situation What exactly is Riverside Payments suggesting was signed on 2-1? We have the executed documents showing a meeting on 3/30/and a contract signing on 5/27/(provided upon request) We didn’t sell our business until So how exactly did we sell our business within “the next month or so” as Riverside Payments is suggesting? Are you suggesting that our issues came out because you didn’t have notice? Notice of what? The new owner didn’t want your service, so why would you need notice to “help get this transferred” when there was nothing to transfer Our issues arise based on the termination of the agreement, not the transfer Finally, even if we were to assume your statements were relevant (which they are not), it’s very unclear how our issues would’ve been avoided with proper notice? How would proper notice have insured we got the savings you promised? How would proper noticed have insured the equipment was free of charge as your agent stated? How would proper notice have insured we could cancel at no charge or that you would release us from our obligations as per your guarantee? It would seem to us that these are things you should’ve known as they were messages communicated to us by your agent on the day of signing So how is it that you need ample notice of your own promises? Further, you also still have time to uphold your promises and prove us wrong This is the type of business practice that we find troubling and why we decided to file this complaint While we had hoped and tried to come to a resolution with Riverside Payments prior to filing the complaint they had no interest in helping us until now Based off our story, we ask Riverside Payments, why is it okay for you to point to a contract but disregard the statements by your own agent, that speaks on your behalf, that led to the signing of the contract? Why is it okay for your own agent to contradict terms of an agreement and when pressed provide information? Finally why is it okay for you to grasp and make promises to get a deal signed but then wash your hands of those very promises when a deal ends? Surely you must know that as a bakery business we are not lawyers When an agent makes promises, just like we make promises for our customers, we expect the agent and their company to follow through on those promises When we contacted you and Jessica B [redacted] on many occasions we got either no response or a “we’ll look into it and get back to you” without a single follow-up Yet, now that a complaint has been filed you are able to respond with seemingly full review of our account within a day? Review which we have discussed above was full of inaccuracies We are disappointed and feel as if you took advantage of our trustEven given this horrific experience we are willing and hope Riverside Payments will work to come to a resolution We are willing to withdraw our complaint IF AND ONLY when Riverside Payments adheres to their guarantee and releases us from the processing and equipment obligations at no cost, as per their guarantee This means that the $6,that we are being asked to pay by Hunter W [redacted] on behalf of First Data Global Leasing will all be retracted Without this, we will maintain our complaint and make best efforts to work with Revdex.com and any other agencies to ensure future customers do not suffer the same fate as ours Sincerely, [redacted] ***

As I stated in my last response, we have saved you money and we have proven this time and time againAt this time we would ask that you call us for a further explanation as we have provided you everything we possibly can to support our facts

I am writing this in response to your complaint filed with the Revdex.com on December 14, We are sorry that you were not happy or pleased with the services that were provided by Riverside Payments We strive to ensure that each and every one of our customers has a wonderful experience here at Riverside Payments We feel that we need to lay some of the facts straight on this account and cover what actually transpired In regards to your comments about not getting your money: We have trace numbers and full documentation showing that you received every single transaction that you have processed with us In addition to that we were even releasing the funds to your account within hours You mentioned in your letter that Riverside was not able to save Postal Connections of America money on its processing charges and that we actually charged you more than your previous provider This is just not the case You called in after receiving your first statement and there was an error on the billing We admit to that and we immediately issued a refund to your account to ensure that you were saving money with Riverside At that point we fixed the issue that occurred as well so that things would be correct moving forward The following month you called in and informed us that you were receiving additional charges on your account from your POS provider because Riverside was not its “preferred processor” This was something that your POS provider never mentioned to you or Riverside upon setting your account up To make things right and to ensure that you were still saving money on your account we issued an ongoing ACH to your account to cover these costs It was an unexpected charge that neither party knew about Again, we stand by our word and our quotes therefore we issued the ongoing refund so that Postal Connections would not pay any overages from the additional fees charged by your POS provider Therefore again we have full documentation that every month you processed with Riverside you were in fact saving money with us just as promised In regards to your comments on the batching issues: Yes there was in fact an issue with batching on your account The second you contacted Riverside in regards to the issue we checked everything on our end and escalated it up with First Data as well We found that we had only batch time set We checked the records and our system was only requesting the batch one time We then started speaking with Postal Mate who kept pointing the blame back onto Riverside How the system works with every POS System though is we give your MID# to the POS company and the POS company/software company is the one that actually approves and requests the batches The glitch was not on Riverside Payments it was on Postal Mate and the update they did with the software they were using In speaking with Postal Mate this issue has been resolved With that being said in order to try and help ease the pain on this issue we offered to help reconcile your books along with offering additional refunds even though the issue was not Riverside’s fault With all of that being said, in a good faith gesture to bring these matters to a conclusion, Riverside Payments has agreed to still honor our original agreement with you That agreement is that we will save you money as we promised If that does not work for you and you still would like to close your account there would be an early cancellation fee of $ Riverside Payments is committed to working with you and thank you for giving us the opportunity to address this matter for you If you need further assistance, or if you have additional questions, please contact me directly via mail, email or my direct line below

Complaint: [redacted] I am rejecting this response because: The collection letter I have states the collection is for the account number that I have through Riverside, [redacted] On this past Monday 02-20-I received a phone call from Amy who identified herself as an employee of Riverside PaymentsShe explained that she is in the customer relations department for Riverside She asked that I take down my post to Revdex.com I explained to her that Riverside is reporting that I have over $that I owe when I never was notified that they took over my account from National Paymentech and that I never gave Riverside permission to have my bank account information or take money from my bank account Amy told me that she can not provide much information because Riverside split from National Paymentech and that there is currently a lawsuit involved between the companies I also explained to Amy that I attempted to close any type of account with Riverside back in October of when I visited their office and had a meeting with Allan K**, however Allan told me that he could not do anything with my account, that everything had to be done through National Paymentech However at that time National Paymentech had already closed their business and were working as a new company called CHYPAmy confirmed that I do owe a little over $to Riverside She stated that she has the authority to get the charges dropped I explained to Amy that I would be fine with them dropping the amount they are trying to collect for anything after October when I visited their office She stated that she would relay the information and attempt to take care of that for me I asked that she send me a follemail summarizing what we spoke about and then contact me when the account was showing a balance Amy stated that she would do so I never received an email that day The next day on Tuesday I called her office and Ryan P [redacted] answered I explained to him that I needed an email from Amy still and he stated that she was out to lunch but would have her return my phone call She never called me that day I then called again on Wednesday An employee by the name of Brian answered and I explained to him that I still needed an email from Amy or a phone call At the end of Wednesday business no phone call or email from Amy or anyone elseMy account still shows a balance of over $and terrible customer service Sincerely, [redacted]

[redacted] , Im sorry you have had issues with your credit card processing accountThat being said from your story it appears Riverside Payments is in the right hereWe cancelled out the account, and we told you about our $leaseThe new company that you mention seems to have lied about buying us out, which is why I'm assuming we got no calls to ask about the leaseThey also didnt tell you about your new lease of $At this time Riverside is willing to continue to work with you but will not pay to buy you out of a lease that is double oursFurthermore we would ask that you place this review of another company on their own Revdex.com page thanks Management

Complaint: [redacted] I am rejecting this response because: I have checked with my bank and they do not hold the funds and I have several emails that state they would fix this issue and nothing changed, Yes, the contract does say it is a lease but I questioned this right away and the rep assured me that it was just a monthly service fee, now that they lied to me and got me to sign it, they want to go by the contract except the 1st sheet they showed me says that it is a "Monthly Service/Equipment Package", that is nothing like a lease feeFinally, I told them repeatedly that I did not want to have to pay a b unch of different companies and they told me that the only ones I would have to pay ar them and Authorize.net and they would compensate me fot Authoreize.net, then they came back and said I would have to open an account through them to Sage and I would have another fee to payI was very clear with them at the beginning that I wanted to keep things simple and I asked them how they would compensate me for the cgarges and I did not recieve an answer they just said I would save money but didn't seem to want to tell me how I have talked to my attorney and he has sent a letter to Riverside PaymentsIf they will not refund the $I will take them to small claims court.Sincerely, [redacted] ***

Hello [redacted] In regards to complaint # [redacted] on the Revdex.com website, I wanted to confirm that it is resolved and I am happy with resultsI appreciate Riverside letting me cancel my account and understanding my concerns Thank you and please let me know if there is anything else you need from me [redacted]

Riverside Payments did indeed sign [redacted] up for merchant services however, the tactics mentioned are quite different then what really happenedFirst, Riverside Payments guarantees a savings to all merchants that we sign [redacted] has received not only a savings every month on the months where they didn't, RPI issued a refund checkAs recently as yesterday [redacted] called in upset that we didn't cancel out his old processorThis is something we cannot do directly but we offered to help by doing a three way call [redacted] said his previous processor must have auto renewed therefore he had a $cancellation and he was upset and unwilling to make that callRiverside agreed to pay up to $to [redacted] with proper documentation being provideTo date only the $check has been mailed leaving $left [redacted] , being upset that he had to provide documentation became irritated and started to you explicit language with our customer service rep who was dealing with him at the timeThreats of small claims court and Revdex.com posts where made unless we cut him a check immediatelyAgain we asked for documentation of the charges and he said that if we agreed to the buyout amount we should just pay him that amount without any documentsWe again are happy to hold up our end of this agreement with continued savings and the rest of the buyout upon proper documents

Riverside Again has provided everything we can in this situationHow Elavon is now involced is a new piece to a very confusing puzzleWe would ask that you reach out to our customer service department and ask for AmiiAt this time your account has been serviced and our promise has been deliveredThe facts are you signed with a new merchant service company who charged you double our lease and you want us to pay for it which is not something we agreed toPlease call if you have any more questions or concerns

Hey [redacted] - Thank you for reaching out and providing your feedback on Riverside thus farWe also apologize the experience was not a great one thus farAfter reviewing the account it does look like your account has been closed with NO early termination fees and we have issued a refund request which is in the process of being closed/processedWe apologize that things did not work out but it does look like everything you have been requested has been taken care ofWe are following up via email as well

This claim is completely falsePer the email we sent to you at 9:on 2-23-to confirm this, the story goes as followsYou switched to [redacted] THEY told you they could save you $a month and that with our company you were on tiered pricingThis is 100% falseNot only are you not on tiered with us but we were saving you moneyFurthermore you did not even give our company a chance to match rates if they were indeed saving you moneyRiverside Payments would ask that this post would not be posted due to the nature of the liesWe do not do tiered pricing nor have we everAlso the savings the merchant is referring to is something another processor told them they COULD save

[redacted] not only is this a lie but it's fabricatedYou once had an attorney look at our contract and he agreed you were savingmoneyMost recently you reached out for the first time in almost a year with a new deal from a processing company and our rates are much lowerThis again is a complete lie and we have proved thisWe would honor something if your provide something in writing which you haven't after over years of processing with us

[redacted] and Revdex.com, First Riverside would like to thank you for your reviewWith any review it allows us to capitalize on our strengths and minimize our weaknessesWith negative reviews it allows for both sides of the story to be toldI have read through your complaint and found many discrepanciesFirst and foremost the amount of money you are claiming to be owed is very unclear and doesn't seem to match anything you have been chargedSecondly, after a full rate review which we have done with you two times, it was clear you were saving moneyLastly, upon canceling your account we sent you an email explaining the reasons for all charges that you would be receivingYou didn't respond to that email, leaving us to believe you agreed with our calculations and proceduresPlease feel free to contact us directly for any other questions or concerns Thanks, Management

We have settled the disagreement with [redacted] and her account the total amount that she disputed was actually $and we paid that amount in full once documentation was provided that she was overchargedWe appreciate ***'s patience and professionalism throughout this process

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 meSincerely, [redacted]

First and foremost we would like to apologize that you feel you have had a bad experience with Riverside Payments With that being said we would like to point out the many inaccuracies to your statements From your FB complaint to this Revdex.com complaint you can actually see the inaccuracies in your statements You stated on the FaceBook complaint that “They won’t give me the phone number to the company that actually bills me (it’s a 3rd party thing), so I can’t even try to resolve it directly with them On the Revdex.com complaint here you state “I contacted another connected party [redacted] and got nowhere.” You can see the clear inaccuracies with your own statements As stated before you never requested the contact information to FDGL but we will gladly provide you with the contact numbers in a separate email In regards to your comments with the agreement being between your business and us and Riverside attaching it to your personal credit This statement is also inaccurate First off you not only signed on behalf of the business but you personally guaranteed the agreement that you signed We are partnered with [redacted] and *** [redacted] attached it to your personal credit NOT Riverside Payments This was done because you have been in business for less than years at the time of signing Again, this was done as well because you personally guaranteed the agreement In speaking with the agent that signed you up none of this was even brought up as a concern or an issue You just wanted to save as much money as possible and wanted us to ensure we worked with your POS System In regards to your comments about the lack of communication from Riverside Payments this again is completely false We responded to every call and email that you placed to us In fact Riverside Payments even offered to waive it’s early termination fee for [redacted] as a good faith gesture Additionally, upon signing the agreement with Riverside Payments we agreed to pay off early termination fees to your previous processor and agreed to pay fees involved with working with your current POS Software and accounting fees upwards of $1,($1,423) When you called to discuss the fact that you were going out of business we agreed to close the account with no penalties and we even worked out a deal with [redacted] to close the account if you agreed to return the $1,we paid to [redacted] This was not an option for you In conclusion we have been lied to many times by this client and are more than happy to close the account upon the return of the funds that were paid to [redacted] *** We hope to bring these matters to a close in the very near future

Complaint: [redacted] I am rejecting this response because: The company did not tell us anything about a contract with First Data therefore we never knew that we would be paying a total of $for equipment, we did not need new equipment our old ones work very goodThey say that they did save us money but they did not, every month we had to call and get what they call a rate review and submit information so that they could pay us back the difference Carrie H [redacted] was very pushy and was here for hours after me [redacted] explaining to her that my Mother was very ill and we didn't even know if she would make it My niece was here the entire time and my son was for about half the time and he specifically asked her if we were not happy if it would cost us anything to switch back to our old provider and Carrie said absolutely not we will handle all of that also she said they would handle the entire "break up" with our old providerI tried my best to tell her I couldn't make that kind of decision without my husband and she pretty much bullied me into switching As far as her communication it was ok until we ran into problems then she completely stopped all communication, I have all the text and emails still of me trying to reach out to herI am not able to scan or copy anything at this time because my equipment isn't workingI can however get access to copy and email this information if permitted to do soAt this point all we are asking for is for Riverside to cancel our service without any cancelation fees (which I was promised) as well help in the issue with the contract with first data for the equipment charge of $We both have spent hours on the phone trying to resolve all of this and they say that they respond but they didn't we always had to call them back, every time they said they would call us the next day they never did Sincerely, [redacted] & [redacted]

To [redacted] , I am writing this in response to your letter that was filed on June 4, We would like to start off by apologizing that you were not happy or pleased with the services that were provided by Riverside Payments We strive to ensure that each and every one of our customers has a wonderful experience here at Riverside Payments We train our reps to go over our agreements in great depth In regards, to your comment that you were briefly informed about our services; we went through an entire page presentation showing and explaining all of the benefits and details that Riverside Payments offers We then provided a quote that broke down the rates and fees that [redacted] would be paying based on the statements that were provided Part of this breakdown is a line item called Monthly Service/Equipment Package that clearly stated the $lease charge that [redacted] would be paying You also signed a page application in which you signed in spots and initialed in spots that clearly document all rates and fees that were going to be charged to [redacted] ***, including the Lease Agreement that you signed In addition to that on March 20th you spoke with one of our Relationship Managers who reviewed the charges that was charged to your account One of those was the lease from [redacted] After that just days later on March 23rd your wife [redacted] called in stating that she was unaware that [redacted] was being charged for a lease On March 26th I spoke with [redacted] once again reviewing everything and specifically going over the lease for 5-10min After that on March you spoke with one of our Relationship Managers and you discussed the insurance that needed to be provided for the equipment that you were leasing and how this needed to be provided to [redacted] Lease Group I find it very hard to believe that you had no knowledge that you were signing a lease Especially, since you spoke with separate people months ago about the lease In regards to your comments about “The clincher being I guarantee our company can save you money and if we don’t we will let you out of the agreement I agree that is the clincher of our programs It is something that virtually nobody in the industry is offering in writing like we do After you processed with us for the first couple of months we reviewed the account to ensure the savings like we do with all of our clients We at that point noticed that you were processing a lot more rewards cards and corporate cards then were anticipated so we immediately offered and submitted a refund to your account to ensure that you would see savings We then reviewed your May statement and noticed that we did save you $for the month based upon what you were paying before We quoted you a $in savings though and that is what we are committed to offering you Even though you have filed this complaint prior to speaking to us we have already processed a refund in the amount of $to get the savings to the $mark We also made an adjustment to your account of $per month which will actually lose us money monthly to make sure that based on the volumes quoted you would save the $each and every month We also locked those rates in so that we did not have to do any further reviews So, as you can see not only are we going to be saving you money but we are going to be saving the exact amount of money that we quoted to you With all of that being said, we are still willing to honor our original agreement with you That agreement is that we will save you money as we promised If that does not work for you and you still would like to close your account there would be an early cancellation fee of $ In regards to [redacted] Leasing that account is set up with them so you would have to reach out to them directly Riverside Payments is committed to working with you and thank you for giving us the opportunity to address this matter for you If you need further assistance, or if you have additional questions, please contact me directly via mail, email or my direct line below