Secure Payment Systems Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Secure Payment Systems (SPS) is a Risk Management company. One of our product offerings is a service for our merchants to extend the opportunity to their customers who may have an extenuating financial situation to be able to obtain services and/or goods without financial hardship. SPS funds our...

merchant for the services and/or goods. The consumer signs a SPS agreement at the merchant’s location which clearly states the down payment amount and subsequent debits amounts that will be made to the consumer’s bank account once a month over a period of 3 months, 6 months, or 12 months whichever is the case for the particular consumer.
As Ms. [redacted] stated in her complaint, she had work done at her dentist’s office at which time she entered into a contract with SPS. The contract that was signed by Ms. [redacted] has the down payment of $631.64 and six (6) payments of 315.81 each, thus the 6 month period of time. The contract was dated 2/5/15. The contract states that the consumer agrees to have such debits initiated against the depository account indicated on the contract …and unless the consumer notifies SPS in writing at PO Box 261149, San Diego, CA 92126….Ms. [redacted] sent an email requesting date changes to her last 2 debits be moved to the 16th of the month due to circumstances which SPS could understand and was willing to help her and oblige her. While SPS is not obligated to grant such requests; however, we did agree to do so.
Although certainly not intentional, SPS staff missed the communication email for the request in the first place, complicated by the fact that the follow-up was also missed again not intentionally. By missing the changes to the dates, subsequent debits initiated based on the original contract..
Although Ms. [redacted] states that [redacted] (staff representative) hung up on her, one of the other staff members did hear [redacted] on the phone with Ms. [redacted] and has stated that [redacted] did not hang up on Ms. [redacted]. Guillermo does remember advising Ms. [redacted] to send an email, but does not recall hanging up on Ms. [redacted]. (A side note—I have never known one of my staff in the last twenty years to hang up on anyone, unless they announce such because of foul language, insulting dialogue, etc, but must announce they are going to end the conversation.)
Ms. [redacted] states that she did not receive any message from [redacted] (who Ms. [redacted] refers to as Naomi in her complaint)—[redacted] checked all of her messages and there was not any message from Ms. [redacted] . Had [redacted] received any message she most certainly would have returned the call.
As it relates to Ms. [redacted]’s request for a letter stating she was paid in full, it is a fact that we do not generate such letters; however, I will be happy to draft such a letter is she still would like a letter to that affect.
We ([redacted]) have contacted Ms. [redacted] and credited her account for her overdraft fees totaling $105.00 on August 12, 2015. I am not certain that we were made aware of the fact that she had incurred overdraft fees, but in good faith we wanted to ask her and would most definitely pay the fees. We generally do ask for proof that debits have cleared the consumer’s as a business practice. We have asked if there was anything else that we could do for her, and she said “no” just refunding the fees was good enough.
It is certainly very unfortunate that Ms. [redacted] has had such an experience with our company. There were many parties involved in this situation all of which should have not happened and some of which to the best of our knowledge didn’t happen, but regardless, Ms. [redacted]’s situation could have been handled quickly and accurately since in most instances we do try to accommodate consumer’s wishes to change debit dates.
We sincerely apologize for the entire course of events .

Review: I had vehicle work done at five star auto in spring hill fl, but to do the work I had it financed through secure payment systems, and up to july everything was fine. I closed I bank account that I originally used for the payments to come out at the beginning pf july. since then I have been trying to change the information at secure payments to my new bank account. when I called the first time in the begging of july I was tolled that I was going to be emailed the information, a few days later I never got it, I called again on the 16th, the day my payment was due, for the form again, I was sent the form. the next day I had the paper work faxed to them, I got a fax back a few days later saying it didn't go through, so I emailed them saying the fax didn't work can I mail them the check for the final payment instead, I didn't get an email back. I called them again asking what was going on, I was told I can email the information, so I did with a 25 dollar fee added to it. I wrote the check out and sent it through email. it is not the 16th of august ad the payment has not come out again and the paperwork was sent again on the 29th of july. since the beginning of august, I have called every other day trying to get this situation straitened out, so far I have been hung up on, called a liar, been sent to different people that don't know anything, talked to managers that don't know anything, been told that their waiting on a conformation form my bank, and I called my bank they have no idea what im talking about, they are telling me that their is not confirmation needed for payment to come out of my account; I called secure payment system back and told them what the backer told me, I even gave them a direct number to the banker I talked to . I have been charged two 25 dollar fees now. I am tired of the games and I want it to stop.Desired Settlement: I dont want to pay the fees, id like them to say that I don't have to pay them that check I emailed them witch is $306 check, but I figure that might be to much for them to handle but if it can be done that would be nice.

Business

Response:

Secure Payment Systems (SPS) is a Risk Management company. One of the SPS product offerings is a service for subscribing merchants to extend term based installment financing to customers who may have an extenuating financial situation. The consumer signs a merchant agreement at the merchant’s location which states the down payment amount and subsequent debits amounts that SPS, on behalf of the merchant, will initiate against the consumer’s bank account once a month over a period of 3 months, 6 months, or 12 months whichever is applicable for the particular consumer.

As Ms. [redacted] stated in her complaint she had service to her vehicle at Five Star Auto, she entered into a contract with the merchant and authorized SPS to perform, on behalf of the merchant, electronic image deposit and/or electronic debits for the balance due per the agreed upon schedule. The contract states that the consumer agrees to have the debits initiated against the depository account indicated on the contract.

On 7/16/15 Ms. [redacted] requested a change to her banking information and additionally asked to have her account electronically debited to pay off her balance in full. SPS personnel sent an email to Ms. [redacted] containing a “bank account change request form” for her to fill out, sign, and return via fax or secure email to the SPS offices.

During the time from 7/20/15 through 7/29/15 the “banking change form” was not received resulting in the normally scheduled ACH debit being processed and subsequently returned Account Closed. During that interval SPS had diligently tried to reach Ms [redacted] regarding the form ( with phone calls to [redacted] on 7/24/15, 7/26/15, 7/28/15 each time leaving a message to call SPS’ office – without any return calls from [redacted]). On 7/29/15 [redacted] called SPS and said she would send full payment to SPS office (which was never received) yet on the same day (7/29/15), the Bank Account Change Request was received requesting her account be debited for the full balance.

On 7/30/15 a manual ACH debit was prepared but unfortunately the bank account had not been updated prior to the transaction being sent to the bank. SPS’ system rejected the transaction but did not display the error. (This system malfunction has since been investigated and corrected.) On 8/3/15 [redacted] called to advise SPS that her account had not been debited. Not knowing of the system malfunction, SPS’ staff told [redacted] that debits could take 2-3 business days (this is standard for ACH debits). On 8/9/15 [redacted] left a message and shared that her account had still not been debited.

[redacted] contacted SPS’ office on 8/16/15 and was understandably upset that she had not seen the debit to her account.

Upon receiving the Revdex.com complaint, Vice President of Operations, [redacted] has thoroughly investigated this situation. Please note that a few of the statements of Ms. [redacted] are contrary to the notes prepared in SPS’ system. Nevertheless, SPS’ intention is to rectify the situation. Ms [redacted] has incurred a $25.00 returned check charge which is being deducted from the balance owed in consideration of the processing error.

Ms. [redacted]’s states that a “Desired Resolution” is a Billing Adjustment and that the Disputed Amount is $306.00.

Ms. [redacted] personally called [redacted] on 8/20/15 and 8/21/15. [redacted] returned Ms. [redacted]’s call on 8/21/15 at which time there was a very amiable conversation. Ms. [redacted] profusely apologized for all of the frustration SPS may have caused her. Ms. [redacted] explained in detail what had happened during the course of events. Ms. [redacted] did ask [redacted] about the amount that she had sent to Revdex.com that she disputed. Ms. [redacted] said she was a bit confused with the boxes on the form.

Ms [redacted] indicated there is not a dispute of what is owed ($ 375.05), with the exception she would like to be refunded the $25.00 returned check charge. There was an agreement reached between Ms [redacted] and SPS that on behalf of the merchant SPS would only debit $300.00 and her balance would be zero. An email was sent to Ms. [redacted] for her to confirm the agreement. As soon as a return confirmation email is received, the debit will be sent.

Hopefully, this is complete and there will be a favorable result.

Review: My account was set up through my dentist office on a payment called ezpay. I had 6 payments @ 351 a monthly on the 5th of the month. I made 4 payments and called the company to see if I can move the last 2 payments out till the 15th of each month. The written request was submitted on 6/18 (they only required 7 business days in advance to make the change). I didn't hear anything about the request so I called the company on 6/22. I was told the last 2 payments were approved for July 15h and August 15. On July 5th my account was debited. I contacted the company they were rude([redacted] and manager [redacted]) [redacted] agreed to make the reversal to deposit the funds back in my account. My account was debited again on July 8th and july 15. I called the company crying that my account was over drawn again. and they agreed to return one final payment not due until August 15. I didn't ask for the nsf return fees they caused because they kept hanging up on me. On August 5th my account was debited again (not due until August 15th) I called the company [redacted] came to the phone and said prove it. I did and faxed the bank infor over , I called back he hung up. I left several messages for Jane's supervisor (Naiome she never called back). I called back I explained to Geiomo that this is causing my account to be over drawn. I need the funds back in my account and I needed them to correct the NSF fees they have caused my account. [redacted] said he will review the issue when he can but has never returned my call. I called back on the 6th, 7th and 10th. I asked for my account to be corrected and the NSF fees to be paid. This is their error. They agreed to the change. I have received 3 NSF for $35 each. They agreed to the change they should be held accountable to standing by their word, "mean what you say and say what you mean". I called back today 8/11/15 for a paid in full receipt, [redacted] said we don't provide that review your agreement and if your payment don't bounce then you paid in full.Desired Settlement: I would like for this company to refund my 3 NSF fees($105) by their processing errors. I would like for them to acknowledge their processing error and apologize for their error and their lack of concern when they made this mistake. I believed they would do what they said.

Business

Response:

Secure Payment Systems (SPS) is a Risk Management company. One of our product offerings is a service for our merchants to extend the opportunity to their customers who may have an extenuating financial situation to be able to obtain services and/or goods without financial hardship. SPS funds our merchant for the services and/or goods. The consumer signs a SPS agreement at the merchant’s location which clearly states the down payment amount and subsequent debits amounts that will be made to the consumer’s bank account once a month over a period of 3 months, 6 months, or 12 months whichever is the case for the particular consumer.

As Ms. [redacted] stated in her complaint, she had work done at her dentist’s office at which time she entered into a contract with SPS. The contract that was signed by Ms. [redacted] has the down payment of $631.64 and six (6) payments of 315.81 each, thus the 6 month period of time. The contract was dated 2/5/15. The contract states that the consumer agrees to have such debits initiated against the depository account indicated on the contract …and unless the consumer notifies SPS in writing at PO Box 261149, San Diego, CA 92126….Ms. [redacted] sent an email requesting date changes to her last 2 debits be moved to the 16th of the month due to circumstances which SPS could understand and was willing to help her and oblige her. While SPS is not obligated to grant such requests; however, we did agree to do so.

Although certainly not intentional, SPS staff missed the communication email for the request in the first place, complicated by the fact that the follow-up was also missed again not intentionally. By missing the changes to the dates, subsequent debits initiated based on the original contract..

Although Ms. [redacted] states that [redacted] (staff representative) hung up on her, one of the other staff members did hear [redacted] on the phone with Ms. [redacted] and has stated that [redacted] did not hang up on Ms. [redacted]. Guillermo does remember advising Ms. [redacted] to send an email, but does not recall hanging up on Ms. [redacted]. (A side note—I have never known one of my staff in the last twenty years to hang up on anyone, unless they announce such because of foul language, insulting dialogue, etc, but must announce they are going to end the conversation.)

Ms. [redacted] states that she did not receive any message from [redacted] (who Ms. [redacted] refers to as Naomi in her complaint)—[redacted] checked all of her messages and there was not any message from Ms. [redacted] . Had [redacted] received any message she most certainly would have returned the call.

As it relates to Ms. [redacted]’s request for a letter stating she was paid in full, it is a fact that we do not generate such letters; however, I will be happy to draft such a letter is she still would like a letter to that affect.

We ([redacted]) have contacted Ms. [redacted] and credited her account for her overdraft fees totaling $105.00 on August 12, 2015. I am not certain that we were made aware of the fact that she had incurred overdraft fees, but in good faith we wanted to ask her and would most definitely pay the fees. We generally do ask for proof that debits have cleared the consumer’s as a business practice. We have asked if there was anything else that we could do for her, and she said “no” just refunding the fees was good enough.

It is certainly very unfortunate that Ms. [redacted] has had such an experience with our company. There were many parties involved in this situation all of which should have not happened and some of which to the best of our knowledge didn’t happen, but regardless, Ms. [redacted]’s situation could have been handled quickly and accurately since in most instances we do try to accommodate consumer’s wishes to change debit dates.

We sincerely apologize for the entire course of events .

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

The salesman did not present all the additional fees that are charged by secure payment systems and their lease company Retriever leasing division while pressuring to get the contract signed without allowing time to read it.