Shift4 Payments, LLC

[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:I talked with them customer service is very poor and and also talked with sales agent he is sayingHe heard all this things first time and he worked with other companies does not have this kind of Policy and he was not aware of it.Please you talked with your higher management and customer service and release my funds.Thanks 
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
you a satisfied Harbortouch customer.
Please be advised that Harbortouch Payments, LLC has
full corporate authority to act on behalf of Credit Card Processing, USA (d/b/a
[redacted], Inc.).
On
September 8, 2008 you entered into an [redacted] Merchant Transaction Processing
Agreement (“Processing Agreement”) (now Harbortouch). The Processing Agreement
governs the terms and conditions whereby [redacted] (now 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.
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.
Harbortouch never received the signed cancellation
form provided to the merchant on September 11, 2014. On June 17, 2015 the merchant account was closed
in our database and the applicable $250 early termination fee was applied.  Harbortouch recognizes the merchant has been a
valued merchant since September 2008 and will waive the $250 early termination
fee.  All remaining charges and fees are applicable in
accordance to the Processing Agreement and the Terms and Conditions. The merchant's account is closed with no further
obligations to Harbortouch.
Legal Group
Harbortouch

The withdraw was caused by a bank issue and Harbortouch was not responsible. Harbortouch took action and reversed the charge back to the merchant.  If the merchant wants a refund for the NSF charges he must respond to customer service by providing bank statements showing the charges.  Alternatively, if the merchant wants to cancel his merchant account then the applicable early termination fees  (ETFs) for the Processing Agreement and the POS Service Agreement will be applicable.  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 GroupHarbortouch

Harbortouch is not in acceptance of the counter-offer. ·         The proposed offer in our prior response was contingent upon the merchant agreeing to continue processing with Harbortouch. ·         However, Harbortouch is willing to accept $1,000 as full payment of both ETFs.  This is a reduction of $802.00. ·         The merchant should communicate acceptance of our offer to reduce the ETFs to $1000. ·         Otherwise the full Processing Agreement ETF of $560 and the full POS Service Agreement ETF of $1,242.00 will be applicable and charged to the merchant account. 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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
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 your client a satisfied Harbortouch customer. On April 1, 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 periods. Please see the Terms and Conditions Sections 4 and 5 for details. The Processing Agreement has an applicable early termination fee (“ETF”) calculated by multiplying the remaining months in the current term by $35 or the minimum of $250 whichever is greater.  Please see Section 18 of the Processing Agreement for the details. 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. The merchant indicates in their complaint they have switched to another processor, which is a breach of the contract they entered into with Harbortouch.  To resolve this amicably, Harbortouch is willing to terminate the merchant account and will reduce the ETF to the minimum of $250, pending the merchant returning the processing equipment [redacted] and the [redacted].  Once we are in receipt of the returned equipment Harbortouch will terminate the account and charge the $250.00 minimum ETF. Legal Group Harbortouch

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 8, 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 [redacted]
*On May 15, 2017 the merchant account was terminated in our database with no ETF charged to the merchant account.  The merchant has no further obligation to Harbortouch.  We are providing copies of the Merchant Statements for the month of March and April 2017.   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.If the merchant filed a police report regarding the allegations against the sales representative, we suggest they forward a copy to Harbortouch and we will look into the matter further. [redacted] Harbortouch

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. In response to the complaint filed by the merchant with the Revdex.com, the POS support team has reached out to the merchant and spoke with one of the owners regarding their issues with the hardware/software.  The merchant indicated he would like to have a scheduled time to discuss their concerns with support in detail to resolve the issues.  A call is scheduled for Monday 3/5/18@ 8am PST 11am EST time.  Legal Group Harbortouch

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 September 6, 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. On August 30, 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 two (2) POS systems, at little to no upfront cost, based on their 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. The bank change process is completed via email with the merchant.  The form is delivered to the merchant for completion and return by the merchant.  The bank change process takes minutes to complete.  However, this process is often slowed by the amount of time taken by third party providers (see instructions) which the merchant is required to contact at the numbers provided.  The bank change forms completed by the merchant are provided for reference.The merchant’s POS system was locked for no processing activity.  The merchant entered in the Service Agreement above inclusive of the Terms and Conditions of the Agreement. ·         Section 2a Exclusive Processing Services details the terms of processing exclusively with Harbortouch;·         Section 2b. Failure to Process with Harbortouch details the terms of inactivity inclusive of the inactivity fee and Harbortouch’s right to terminate service; and·         Section 3c details the terms of Harbortouch’s rights to terminate the merchant account. 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. Please be advised that both the Processing Agreement and Service Agreement have applicable early termination fees (“ETF”).  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. Legal GroupHarbortouch

The merchant was not batching transactions in the beginning resulting in charge backs from late presentment.  A significant amount of transactions were 30 days old and potentially would come back as charge backs on the account.   When the new sales were run the merchant got all of the money even though we needed to hold $9k in case those sales charged back so the account was then placed on hold to catch some funds.  I refer the merchant to Sections 10 through 15.8 of the Processing Agreement Terms and Conditions for details regarding charge backs, reserve funds, and the merchant responsibilities of non-present credit card sales. There was an additional issue with EMV charge backs on her account when it was opened in April.  In July the merchant was provided with an EMV processing terminal VX-520 that is used in conjunction with the POS system.  The VX520 processing terminal is shipped with a VX520 Quick Installation Guide and a Quick Reference Guide with a 24 hour technical support number for customer assistance. On July 29, 2016 the merchant contacted technical support to assist with connection of the EMV terminal. The guides provide step-by-step instructions including settlement of batches and batch reports. I encourage the merchant to contact technical support at [redacted] (24-hour assistance) to address any additional concerns regarding processing credit/debit card transactions and batching issues. ·         Currently, there are no funds on hold for this merchant account. ·         Harbortouch’s actions are in compliance with the Bank and Credit Card Associations.  Harbortouch has a responsibility to adhere to the rules and regulations of the regulatory authorities.  ·         All fees and charges are valid in accordance to the Processing Agreement and Service Agreement inclusive of the Terms and Conditions for both agreements.·         Should the merchant choose to cancel the applicable early termination fees will be applicable. 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 GroupHarbortouch

[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:Harbor touch failed to submit to Revdex.com the signed contract ending service. As they would present all terms resulting in a fee was lined out. Accepted by Harbor touch when the account was closed. There is no monies due to "early termination" on June 24th Harbor touch was also informed they where not to attempt or withdraw any funds from the Wells Fargo account. They continued to do so. 
Regards,
[redacted]









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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 customer Merchant Transaction Processing Agreement – [redacted] On November 27, 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 [redacted]  The Processing Agreement is for a three (3) year term and auto renews for consecutive two (2) year terms.Merchant Transaction Processing Agreement – [redacted]   On November 27, 2015 the merchant entered into another Harbortouch Merchant Transaction Processing Agreement (“Processing Agreement”). The terms of the contract are the same as described above for [redacted].   A copy of the Merchant Application is enclosed. 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 contacted Harbortouch customer service on April 7, 2016 indicating they were using another processor and wanted to cancel with Harbortouch.  The required Harbortouch cancellation forms were emailed to the merchant on April 7, 2016 for signature and return.  Harbortouch never received the required cancellation forms to terminate the merchant accounts.  Therefore, the accounts remained active. In August 2016, the merchant accounts were terminated in our database when charges began rejecting from the merchant’s designated bank account.  The applicable early termination fee (“ETF”) was charged to the merchant accounts.  The ETF is calculated by multiplying the remaining number of months in the current term by $35.00 or the minimum ETF of $250.00 whichever is greater (Section 16 of the Processing Agreement). ·         [redacted] – 27 months X $35 = $945 – Harbortouch will reduce to the minimum of $250.00.          ·         [redacted] – 27 months X $35 = $945 – Harbortouch will reduce to the minimum of $250.00 After a detailed review of the merchant accounts Harbortouch will reduce the ETFs to a total of $500.00.  Furthermore, Harbortouch acknowledges the merchant returned the credit/debit processing equipment for both accounts and will waive the $645 non-return fee (RMA) charged to the account. The ETFs and RMA totaled $2,435.00. After reducing the ETFS the remaining balances owed for [redacted] is $886.00 and [redacted] is $911.00. Harbortouch encourages the merchant to contact Harbortouch collections at [redacted] to settle the balance of their account.   All processing fees and charges incurred by the merchant are valid in accordance with the terms of the Processing Agreement inclusive of the Terms and Conditions since the account remained active.Please be advised that the merchant signed a personal guaranty under the Processing 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. Legal GroupHarbortouch

The individual named on this Revdex.com complaint is not the owner or authorized user of the Harbortouch merchant account.  Therefore, no further detailed response will be provided. Legal GroupHarbortouch

After a detailed review of our database we were unable to determine the merchant account referenced in the Revdex.com complaint.  If the individual filing the Revdex.com complaint is not the individual who signed the contract, we will not be able to provide any account details and they are not the primary...

owner to make any financial decisions for the merchant account. Please provide a merchant identification number (MID number) and we will conduct another search of our database. Legal Group Harbortouch

We are sorry to hear of the merchant’s dissatisfaction with Harbortouch’s products and services. On January 23, 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 successive 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 are the written Agreements signed and dated as referenced above. On August 25, 2017 the merchant account was terminated when fees were rejecting from the merchant’s bank account. As per the Processing Agreement inclusive of the Terms and Conditions the account was charged an early termination fee (“ETF”).  The ETF is calculated by the number of months remaining in the current term by $35.00 or the minimum of $250 whichever is greater. Please see the Processing Agreement Section 16 for details regarding the ETF.  Currently the merchant has a balance in collections totaling $1,262.20. We encourage the merchant to contact our collection department at ###-###-#### 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.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

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.   After a detailed review of the merchant account, Harbortouch has determined the merchant account was terminated in our database on 1/5/2018 without penalty.  The merchant has no further...

obligation to Harbortouch.

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.
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. Harbortouch has emailed the merchant the required cancellation form
on 7/24/2014, 5/29/2015.  Harbortouch
never received the signed cancellation form from the merchant.  
On February 3, 2011the 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 successive two (2) year terms (See
Section 4 of the Terms and Conditions).
The early termination fee (ETF) is $250 or $35 x the number of months
remaining in the current term (See the Processing Agreement Section VII) whichever
is greater. All processing fees and charges incurred by the merchant are valid
in accordance with the terms and conditions of the Processing Agreement.
In accordance to the Terms and Conditions Section FT Program
the merchant is to return the processing equipment.  If we do not receive the processing equipment
an applicable non-return of equipment fee (RMA) will be charged to the merchant’s
account. 
Attached is a shipping label for the merchant to return the
processing equipment.
Once Harbortouch is in receipt of the returned equipment we
will close the merchant account and reduce the ETF to $250 from $315 (9 x $35).
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:These charges are passed through your company. You need to be able to explain each charge, and we expect that. If you are not able to explain the charges, we will be canceling our account. We will not reach out to anyone else, as we do not deal with any of the other companies. You do. Furthermore, after heated conversations with the customer service reps we attempted to cancel our account early last week. September 29th to be more specific. They would not allow us to cancel due to the fact that we had an open Revdex.com compliant. We, respectfully, are asking for a breakdown of each charge. If not received, we intend on canceling. We will not agree to pay any cancellation fees.We will await the detailed breakdown. If you're unable to provide, we will proceed with cancelling. 
Regards,
[redacted]

A customer service supervisor has reached out to the merchant to offer a rate review. Harbortouch is waiting to hear back from the merchant and to sign the rate/pricing form sent to them for signature. We encourage the merchant to respond to the email sent by the customer service supervisor at...

[redacted] to assist the merchant in adjusting their rates. Legal Group Harbortouch