Shift4 Payments, LLC

After a detailed review of the merchant account, Harbortouch has determined the individual filing this merchant Revdex.com complaint is not the primary owner of the merchant account, although he is listed as a contact on the account.  Therefore, no further information will be provided regarding the...

merchant account in this forum for account security.  We will have a member of our VIP team reach out to [redacted] to discuss and resolve any issues he is having.Legal GroupHarbortouch

We are sorry to hear of the merchant’s dissatisfaction with
Harbortouch’s products and services. 
Harbortouch values each merchant it serves, realizing that exceptional
customer service is just as important as competitive pricing and innovative
products.  We take the loss of...

a
customer’s business very seriously and, if given the opportunity, will do
whatever we can to make the merchant a satisfied Harbortouch customer.
On March 31, 2014 the merchant entered into a Harbortouch
Merchant Transaction Processing Agreement (“Processing Agreement”). The
Processing Agreement governs the terms and conditions whereby Harbortouch
agreed to provide the merchant’s business with processing services for
credit/debit card transactions. The Processing Agreement consists of the
Merchant Application and the Terms and Conditions, together with its addenda,
attachments and schedules.  A copy of the
Merchant Application is enclosed. The merchant received a copy of the Terms and
Conditions prior to signing the Merchant Application. However, you may also
access the Terms and Conditions at www.harbortouch.com/terms.  The Processing Agreement is for a three (3)
year term and automatically renews for consecutive two (2) year terms.
After a detailed review of the merchant account, Harbortouch
has determined that the merchant first contacted Harbortouch of his disapproval
of rates on February 5, 2016.  Therefore
all fees and charges prior to that date are valid in accordance to the
Processing Agreement inclusive of the Terms and Conditions, together with its
addenda, attachments and schedules. 
Harbortouch is willing to reduce the rates for the
merchant.  I encourage him to contact
customer service at 800.201.0461 to discuss rate reductions on his
account.   
IC Plus to 10 BP & $.10.; Batch fee to $.20; and Service
fee to $5.00
Nothing
contained herein should be deemed an admission or waiver of Harbortouch’s
rights under applicable law. Harbortouch expressly reserves all of its rights,
remedies and defenses in law or in equity.
 
Harbortouch
Legal Department

We are sorry to hear of the merchant’s dissatisfaction with Harbortouch’s products and services.  Harbortouch values each merchant it serves, realizing that exceptional customer service is just as important as competitive pricing and innovative products.  We take the loss of a customer’s...

business very seriously and, if given the opportunity, will do whatever we can to make the merchant a satisfied Harbortouch customer. On April 5, 2016 the merchant entered into a Harbortouch Merchant Transaction Processing Agreement (“Processing Agreement”). The Processing Agreement governs the terms and conditions whereby Harbortouch agreed to provide the merchant’s business with processing services for credit/debit card transactions. The Processing Agreement consists of the Merchant Application and the Terms and Conditions, together with its addenda, attachments and schedules.  A copy of the Merchant Application is enclosed. Your client received a copy of the Terms and Conditions prior to signing the Merchant Application. However, you may also access the Terms and Conditions at www.harbortouch.com/terms.  The Processing Agreement is for three (3) year term and automatically renews for consecutive two (2) year periods. On April 25, 2016, the merchant entered into a Harbortouch POS System Service Agreement (“Service Agreement”). The Service Agreement governs the terms and conditions whereby Harbortouch agreed to provide the merchant’s business with a POS system, at little to no upfront cost, based on his commitment to a three (3) year agreement for support service based on a monthly fee and other applicable charges. The Service Agreement consists of Exhibit A and the Service Agreement’s terms and conditions. A copy of the Service Agreement is attached. After a detailed review of the merchant account, Harbortouch has determined the merchant has been receiving daily batches for debit/credit card transactions since the beginning of their account beginning in April 2016.  It is suggested that the merchant provide Harbortouch copies of their bank statement showing deposit amounts, in order for us to do a comparison between their record and our merchant account batch records.  The merchant should contact customer service at [redacted] for assistance. Should the merchant choose to cancel then the applicable early termination fees (ETFs) would be charged to the merchant account in accordance to the terms of the Processing Agreement and the POS Service Agreement.  Details of the early termination fee can be found in Section 16 of the Processing Agreement and Sections 4 and 5 of the Terms and Conditions.  The terms of the POS ETF are detailed in the Service Agreement Terms and Conditions Section 3.  Nothing contained herein should be deemed an admission or waiver of Harbortouch’s rights under applicable law. Harbortouch expressly reserves all of its rights, remedies and defenses in law or in equity.   Legal Group Harbortouch

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: the salespersons involved in this matter our employees of Harbortouch, and should be held accountable for their communication with the customers of Harbortouch. We took over this business in January 1st, 2015 and took over the Harbortouch account.  We are willing to return all over the Habortouch property, once we receive return address information, and/or a return label.  We do not accept their terms and conditions, as we held the contract for months prior, but WILL, return their property. Harbortouch has attempted to be in contact with us to keep us as a customer, despite our complaint, and the fact that we have stated we are now using another processor. I have informed them that no contact is to be made to us without the help of Revdex.com mediation. We will not be speaking to customer service reps, as clearly stated, the statements and promises of a Harbortouch employees do not hold any water.
Regards,
[redacted]

We
are sorry to hear of the merchant’s dissatisfaction with Harbortouch’s products
and services.  Harbortouch values each
merchant it serves, realizing that exceptional customer service is just as
important as competitive pricing and innovative products.  We take the loss of a...

customer’s business
very seriously and, if given the opportunity, will do whatever we can to make the
merchant a satisfied Harbortouch customer.
The merchant’s account was escalated to our VIP management
team.  In consideration of the unfortunate
circumstances involved, the merchant account has been closed in our database as
of 6/12/2015 with no early termination fees. 
Harbortouch is refunding the merchant for fees charged from July 2014 to
present totaling $509.  The merchant
should see a credit in her business account anywhere between 4 to 7 business days.
Legal Group
Harbortouch

Harbortouch reiterates its prior response as posted in this forum on 1/25/2016.   A copy of the Merchant Transaction Processing Agreement was attached with our prior response.  The merchant was encouraged to provide copies of competitor rates in writing to conduct a rate review and should contact customer service at [redacted] to assist. The Sales Representative is an independent contractor and not an employee of Harbortouch. This message originally read on 1/25/2016We are sorry to hear of the merchant’s dissatisfaction with Harbortouch’s products and services.  Harbortouch values each merchant it serves, realizing that exceptional customer service is just as important as competitive pricing and innovative products.  We take the loss of a customer’s business very seriously and, if given the opportunity, will do whatever we can to make the merchant a satisfied Harbortouch customer.On September 10, 2015 the merchant entered into a Harbortouch Merchant Transaction Processing Agreement (“Processing Agreement”). The Processing Agreement governs the terms and conditions whereby Harbortouch agreed to provide the merchant’s business with processing services for credit/debit card transactions. The Processing Agreement consists of the Merchant Application and the Terms and Conditions, together with its addenda, attachments and schedules.  A copy of the Merchant Application is enclosed. The merchant received a copy of the Terms and Conditions prior to signing the Merchant Application. However, you may also access the Terms and Conditions at www.harbortouch.com/terms.  The Processing Agreement is for a three (3) year term and automatically renews for consecutive two (2) year terms (Please see Sections 4 and 5 of the Terms and Conditions).After a detailed review of the merchant’s account Harbortouch has determined that we can perform a rate review for the merchant in an attempt to lower her rates.  I encourage the merchant to contact customer service support at [redacted] to discuss options available in lowering her rates.  Additionally, if the merchant would choose to provide Harbortouch with a competitor’s rate proposal we will adjust the merchant’s rate to meet or exceed the competitive rate.Regarding the Independent Sales Organization (ISO), the ISO is an independent contractor and statements made by the ISO cannot be validated.  Any verbal agreement is superseded by the written signed agreement.   The contractual agreement(s) between the merchant and Harbortouch are the written Agreements signed and dated as referenced above. Harbortouch will do whatever we can to make the merchant a satisfied Harbortouch customer.Legal GroupHarbortouch

After detailed review of this merchant account, Harbortouch has escalated this merchant account to management.  A member of our management team will be reaching out to the merchant to address their concerns. Legal GroupHarbortouch

This has been escalated to a member of our management team.  The Account Resolution Manager will be reaching out to the merchant shortly to address her concerns. Legal GroupHarbortouch

Harbortouch reiterates all of its
prior responses.  The merchant needs to contact our Charge Back Department at [redacted] to
resolve the matter and provide requested information regarding transactions in
question.
This is our final response in this
forum. Legal GroupHarbortouch

On April 11, 2012 the merchant entered into a Harbortouch Merchant Transaction Processing Agreement (“Processing Agreement”). The Processing Agreement governs the terms and conditions whereby Harbortouch agreed to provide the merchant’s business with processing services for credit/debit card...

transactions. The Processing Agreement consists of the Merchant Application and the Terms and Conditions, together with its addenda, attachments and schedules.  A copy of the Merchant Application is attached. The merchant received a copy of the Terms and Conditions prior to signing the Merchant Application. However, you may also access the Terms and Conditions at www.harbortouch.com/terms. The Processing Agreement is for a three (3) year term and automatically renews for consecutive two (2) year periods.On April 10, 2012, the merchant entered into a Harbortouch POS System Service Agreement (“Service Agreement”). The Service Agreement governs the terms and conditions whereby Harbortouch agreed to provide the merchant’s business with a (1) POS system, at little to no upfront cost, based on his commitment to a five (5) year agreement for support service based on a monthly fee and other applicable charges. The Service Agreement consists of Exhibit A and the Service Agreement’s terms and conditions. A copy of the Service Agreement is attached to this letter. The Service Agreement automatically renews for consecutive four (4) year terms.The Processing Agreement has an applicable early termination fee (“ETF”) calculated by multiplying the remaining months in the current term by $35.00 or the minimum ETF of $250 whichever is greater. The Service Agreement as an applicable ETF calculated by multiplying the remaining months in the current term by the monthly service fee.  Harbortouch requires cancellation requests in writing.  We will not cancel a merchant’s account with a phone call.  Harbortouch understands the disruption of cancelling processing services to a merchant can have detrimental consequences to the merchant’s business activities.  Therefore, Harbortouch’s policy is to have all cancellation notices in writing to verify the request with the authorized party(ies) on the account and to ensure the request is the desire of the merchant. The merchant never returned the requested form provided for signature and date.The merchant account was terminated on September 7, 2017 when charges were rejected from the merchant’s checking account. The applicable ETFs were applied to the merchant account. We encourage the merchant to contact our collection department at [redacted] to make arrangements to settle their account.All processing fees and charges incurred by the merchant are valid in accordance with the terms and conditions of the Processing Agreement and the POS Service Agreement.Nothing contained herein should be deemed an admission or waiver of Harbortouch’s rights under applicable law. Harbortouch expressly reserves all of its rights, remedies and defenses in law or in equity.HarbortouchLegal Group

I have already spoke to 2 customer service representatives and left 2 message for the supervisor to contact me on August 11, 2016. Each and every time I contact Harbor Touch no resolution has been provided. I signed up with Harbor Touch through one of you sales men (Christopher W[redacted]) last year after long consideration. I am a new small business and was looking to find a credit card terminal and company that would understand small business needs. I regretted this decision almost immediately. I was not given all the facts and fees that were associated with this terminal and company. I was never given my contract and had to contact Harbor Touch for a copy after and unexpected fee of $89.00 was taken from my account. Harbor Touch did refund this fee to me which took weeks to receive. I was informed at the signing of this contract that I would pay 1.49% on all credit card transactions( failed to mention only on classic [redacted] and [redacted]), 15 cent per swipe fee, 50 Free gift cards( which are truly not free after 60 days) and a $10.00 a month statement fee and that all paper supplies would be free( failed to mention I would be responsible for shipping). After receiving my first statement I contacted Harbor Touch inquiring to the different fees for my credit card transactions. I was informed that the fees were for Classic [redacted] and [redacted] only. The fees are different for Debit, Reward and Business Cards. I was swindled by your salesman and have informed Harbor Touch that he is not to come on my property. I explained to him for 6 months prior to signing up with Harbor Touch that I was a new business and that credit card fees could eat me up. I was assured that this would not happen with Harbor Touch, boy was I suckered!!. Again in August , Harbor Touch has taken $79.00 from my account that I was unaware of. According to your customer service representative it was in my sign up forms which I don’t have a copy of. I did not authorize and want put back into my account ASAP!! I have ask for someone to review my account on 2 separate occasions and was told this would be done and someone would return my call, here we are almost a year later NO CALL!! PLEASE HELP!!TranslateDesired Resolution / OutcomeDesired Resolution: RefundRefundselectDesired Outcome: I have ask Harbor Touch to send all the documents I signed regarding my contract with them since the salesman failed to provide them to me. To date I have not received all the documents from Harbor Touch. I feel this is their way of stealing peoples money. I want the $79.00 taken from my account without my knowledge promptly put back.

Attached please find the fees defined. Legal GroupHarbortouch

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
[redacted]

We are sorry to hear of the merchant’s dissatisfaction with Harbortouch’s products and services.  Harbortouch values each merchant it serves, realizing that exceptional customer service is just as important as competitive pricing and innovative products.  We take the loss of a customer’s...

business very seriously and, if given the opportunity, will do whatever we can to make the merchant a satisfied Harbortouch customer. A.    Merchant Transaction Processing Agreement On May 30, 2017 the merchant entered into a Harbortouch Merchant Transaction Processing Agreement (“Processing Agreement”). The Processing Agreement governs the terms and conditions whereby Harbortouch agreed to provide the merchant’s business with processing services for credit/debit card transactions. The Processing Agreement consists of the Merchant Application and the Terms and Conditions, together with its addenda, attachments and schedules.  A copy of the Merchant Application is enclosed. The merchant received a copy of the Terms and Conditions prior to signing the Merchant Application. However, you may also access the Terms and Conditions at www.harbortouch.com/terms. The Processing Agreement is for a three (3) year term and automatically renews for consecutive two (2) year periods, please see the Terms and Conditions Sections 4 and 5 for details.   B.    Point of Sale Service Agreement On June 22, 2017, the merchant entered into a Harbortouch POS System Service Agreement (“Service Agreement”). The Service Agreement governs the terms and conditions whereby Harbortouch agreed to provide your client’s business with two (2) POS systems, at little to no upfront cost, based on his commitment to a three (3) year agreement for support service based on a monthly fee and other applicable charges. The Service Agreement consists of Exhibit A and the Service Agreement’s terms and conditions. A copy of the Service Agreement is attached to this letter. Regarding the Independent Sales Organization (ISO), the ISO is an independent contractor and statements made by the ISO cannot be validated.  Any verbal agreement is superseded by the written signed agreement. The contractual agreement(s) between the merchant and Harbortouch are the written Agreements signed and dated as referenced above.     Harbortouch is willing to work with the merchant to address the issues they describe in the complaint. The merchant’s complaint was escalated to our account resolution team to assist and they have made several attempts to contact the merchant via telephone and left messages with no return calls. Harbortouch is invested in our merchants and we will do we can to make them a satisfied customer. We encourage the merchant to contact our RMA Support at ###-###-#### to discuss the options available regarding POS training and to address their concerns.   Legal Group Harbortouch

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  For starters the attachment is NOT even my place of business.  On another topic in regards to batching it was your employee / representative who installed our machines and set them up.  You put money INTO my account and took it out.  The customer DID NOT request/rebuttle their swipe of the card.  Be responsible for your representative and YOU pursue the customer.  I pay 4 your services, now provide them.  I have been VERY patient during the process and have done without funds, now it's time to make things right. I am still currently with your services, "do the right thing"
Regards,
[redacted]

Please
be advised that a Harbortouch management team is addressing this account and
will respond soon.
Legal
Group
Harbortouch

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
[redacted]

Tell us why here...First, I am sorry to hear of the merchant’s dissatisfaction with Harbortouch’s products and services.  Harbortouch values each merchant it serves, realizing that exceptional customer service is just as important as competitive pricing and innovative products.  We take...

the loss of a customer’s business very seriously and, if given the opportunity, will do whatever we can to make the merchant a satisfied Harbortouch customer.On April 11, 2016 the merchant entered into a Harbortouch Merchant Transaction Processing Agreement (“Processing Agreement”). The Processing Agreement governs the terms and conditions whereby Harbortouch agreed to provide the merchant’s business with processing services for credit/debit card transactions. The Processing Agreement consists of the Merchant Application and the Terms and Conditions, together with its addenda, attachments and schedules.  A copy of the Merchant Application is enclosed. The merchant received a copy of the Terms and Conditions prior to signing the Merchant Application. However, you may also access the Terms and Conditions at www.harbortouch.com/terms.  After a detailed review of the merchant account, we have determined the merchant account was closed in our database on September 6, 2016 without an early termination fee.  The account was closed due to excessive chargeback activity.  Harbortouch has explained its position verbally to the merchant on several occasions.  Specifically, on September 1, 2016 when the procedure was explained that the funds on hold will be released in 180 days (3/2/2017) from the date of the first chargeback transaction.  I refer the merchant to Sections 4 and 5 of the Terms and Conditions for details regarding termination of the merchant account.   I also refer the merchant to the details in the Terms and Conditions at Sections 10, 11, 12, 13, and 14.   “…MERCHANT may be subject to a CHARGEBACK on SALES for a minimum period of 180 days, plus the period of any warranty or guarantee on goods and/or services sold by MERCHANT, from the date the SALE was entered into the CARD BRANDS’ processing system. “…Excessive CHARGEBACK activity for an unreasonable period of time may result in termination of this AGREEMENT…”  We also refer the merchant to the Terms and Conditions Addendum Section 18.  “…If this AGREEMENT is terminated for any reason, the RESERVE ACCOUNT shall be maintained for a period of one hundred eighty (180) days plus the period of any warranty or guarantee on goods and/or services sold by MERCHANT and processed as SALES, from the date of the last SALE processed by MERCHANT under AGREEMENT….”Harbortouch is acting in compliance with the Merchant Transaction Processing Agreement inclusive of the Terms and Conditions along with its addenda, attachments and schedules.  Harbortouch has a responsibility to act in accordance to the authority of the Bank and Card Association.  Legal GroupHarbortouch

We are sorry to hear of the merchant’s dissatisfaction with Harbortouch’s products and services.  Harbortouch values each merchant it serves, realizing that exceptional customer service is just as important as competitive pricing and innovative products.  We take the loss of a customer’s...

business very seriously and, if given the opportunity, will do whatever we can to make the merchant a satisfied Harbortouch customer.On July 18, 2017 the merchant entered into a Harbortouch Merchant Transaction Processing Agreement (“Processing Agreement”). The Processing Agreement governs the terms and conditions whereby Harbortouch agreed to provide the merchant’s business with processing services for credit/debit card transactions. The Processing Agreement consists of the Merchant Application and the Terms and Conditions, together with its addenda, attachments and schedules.  A copy of the Merchant Application is enclosed. The merchant received a copy of the Terms and Conditions prior to signing the Merchant Application. However, you may also access the Terms and Conditions at www.harbortouch.com/terms.  The Processing Agreement is for a three (3) year term and automatically renews for consecutive two (2) year periods.Regarding the Independent Sales Organization (ISO), the ISO is an independent contractor and statements made by the ISO cannot be validated.  Any verbal agreement is superseded by the written signed agreement.  The contractual agreement(s) between the merchant and Harbortouch is the written Agreement signed and dated as referenced above. Harbortouch requires cancellation requests in writing. We will not cancel a merchant’s account with a phone call.  Harbortouch understands the disruption of cancelling processing services to a merchant can have detrimental consequences to the merchant’s business activities. Therefore, Harbortouch’s policy is to have all cancellation notices in writing to verify the request with the authorized party(ies) on the account and to ensure the request is the desire of the merchant. The Processing Agreement has an applicable early termination fee (“ETF”) as detailed in Section 16 of the Processing Agreement and is calculated by multiplying the months remaining in the current term by $35.00 or the minimum of $250.00 whichever is greater. Upon the initial receipt of a Merchant Transaction Processing Agreement, Harbortouch requests documentation from the individual signing the Agreement prior to opening a merchant account for security purposes and regulatory compliance. Harbortouch was provided with requested documentation to establish the merchant account for the primary owner.  Harbortouch has on record the following documentation provided by the merchant, a valid driver’s license, business license, and voided check.  In addition, the merchant signature was signed electronically with confirmation sent to the merchant’s business email as indicated on the Processing Agreement (see the attached document history and account setup form). Furthermore, the merchant signed a Personal Guaranty in Section 15 of the Processing Agreement.All processing fees and charges incurred by the merchant are valid in accordance with Processing Agreement inclusive of the Terms and Conditions.Nothing contained herein should be deemed an admission or waiver of Harbortouch’s rights under applicable law. Harbortouch expressly reserves all of its rights, remedies and defenses in law or in equity. Legal Group Harbortouch thank you