Shift4 Payments, LLC

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, we will do whatever we can to make the merchant a satisfied Harbortouch customer. On August 6, 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 three (3) year term and automatically renews for successive two (2) year terms.  I refer the merchant to the Terms and Conditions Sections 4 and 5 regarding the details of the term of the agreement and termination of the merchant account. After a detailed review of the merchant account, Harbortouch has determined that the merchant account is not fraudulent.  Harbortouch has determined that the Merchant Transaction Processing Agreement has a valid signature from the merchant. During the account setup process, Harbortouch requests from the merchant photo ID, a voided business check, and a copy of the business license.  All of these documents have been provided by the merchant to Harbortouch prior to activating the merchant account.  Additionally, the merchant has utilized Harbortouch products and services over the past 13 months to process over 400 debit/credit transactions.   The funds collected by the merchant for these transactions have been deposited into the merchant’s bank account.  A further review of the merchant account indicates that there has been no mention of fraud on this account until August 2016.   If a fraudulent claim is filed for the merchant account, then the funds collected by the merchant, would have been collected fraudulently and they would be required to refund all of their customers from start date of the merchant account.If the merchant would like to cancel the merchant account then applicable early termination fees (ETFs) would be charged to the merchant account in accordance to the Processing Agreement inclusive of the Terms and Conditions as detailed in Section 17 of the Processing Agreement and Sections 4 and 5 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 GroupHarbortouch================================================================...⇄ *. N[redacted] Paralegal for

Our Account Resolution Manager will be reaching out to the merchant to address the issues presented in their complaint. 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. On January 24, 2013 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 MerchantApplication 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.The withdrawal of $811.06 was for an overpayment of EBT/Debit transactions processed with your business.  On October 24, 2017 an email was delivered to all affected merchants regarding the overpayment. An example of the email the merchant received is as follows (it would have been customized with the amount):  EBT/Debit FundingBetween October 11th and 19th, our third-party service provider made a duplicate deposit into your bank account for EBT/Debit transactions processed at your business. This resulted in an overpayment of $-----. As of this morning, we have debited this amount from your account to reconcile the duplicate payment. We apologize for any inconvenience or confusion this may have caused. If you have any questions or concerns, please feel free to contact us at 800-201-0461 or via email at [email protected] merchant’s account remains active. 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.  Early termination fees will be applicable. The early termination fee is calculated by the number of months remaining in the current term multiplied by $35.00 or $250.00 whichever is greater.HarbortouchLegal Group

[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 am still waiting to hear back from the management team. "Greg" called me Wednesday, Sept. 21st, and said he'd call me back that afternoon with any developments, but has not yet called again.  
Regards,
[redacted]

On August 21, 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. Section 17 of the Merchant Transaction Processing Agreement refers to the applicable ETF upon termination of the account.  The term of the Processing Agreement is for a three (3) year term and automatically renews for two (2) year periods. The merchant account was closed in our database on January 12, 2017 and charged the applicable ETF of $250. 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.  However, after a review of the merchant account Harbortouch has written off the Regulatory Compliance Fee of $179.00 to the merchant account on January 4, 2017.  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

After a detailed review of the merchant account, Harbortouch has determined the individual who filed the Revdex.com complaint is not the primary owner of the Harbortouch merchant account. The individual who filed the complaint did not sign the contractual agreement with Harbortouch. The only individual who...

is authorized to make legal or financial decisions is the primary owner named on the merchant account.  The primary owner of the merchant account should contact [redacted] to discuss the account in detail. [redacted]
[redacted]
[redacted]
[redacted]
 
 Regards, Gail S. N[redacted]

Complaint: [redacted]
I am rejecting this response because:The only authorized user on our account with Harbortouch is [redacted] the former owner who passed away in 2014.  We have already provided his death certificate to Harbortouch and Harbortouch has allowed us based on proof of [redacted] death to cancel all seven of our accounts.  I just spoke with a representative of Harbortouch who explained the process for adding myself as an authorized user.  I'm working on board of director approval naming me as our authorized user so that I can follow up on this complaint.
Regards,
[redacted]

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. On April 27, 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, Harbortouch has determined that we received the processing equipment from the merchant and will close the  merchant account with no ETF.  A refund of $50 was credited to the merchant on June 23, 2016.   The merchant has no further obligation to Harbortouch. Legal Group Harbortouch

Harbortouch
is 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
discloses all fees, rates, and charges for its products and services upfront in
its merchant agreements. The merchant is provided with a monthly billing
statement which summarizes the processing fees charged to the merchant’s
account based on the volume of card transactions accepted by the merchant. All
other fees charged during the month to the merchant’s account are also
disclosed on the statement.
The
Quarterly Software Support Fee was disclosed on the POS System Transfer Agreement
that was signed by the merchant. 
 Harbortouch
did provide notice to the merchants that were affected by the security incident
that was detected on April 10, 2015. This merchant was not affected. 
Unfortunately,
we cannot terminate the merchant’s POS System Service Agreement without
penalty. Harbortouch provides our merchant customers with POS Systems, at
little to no upfront cost. This includes all of the necessary hardware,
software and installation of the equipment. We then support our merchants by
offering 24/7 customer and technical support. We do this strictly in reliance
on a merchant’s commitment to enter into the five year Service Agreement. If a
merchant terminates its commitment prior to the end of the contract, we suffer
substantial financial losses. Therefore, we are extremely vested in the success
and financial viability of our merchants.
Harbortouch
is willing to work with the merchant in order to make her a satisfied
Harbortouch customer. The merchant should contact Harbortouch Customer Service
at 800.201.0461 to discuss what options may be available. If the merchant wants
to close its Harbortouch Merchant Account it should also contact Customer
Service and request the appropriate account closure documentation.
 Legal Group
Harbortouch








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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 Harbortouch customer.The merchant entered into two distinct Agreements as follows:A.        Merchant Transaction Processing Agreement On October 16, 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 three (3) year term and automatically renews for successive two (2) year periods. B.        Point of Sale Service Agreement On December 9, 2015, 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 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. Harbortouch provides our merchant customers with POS Systems, at little to no upfront cost.  This includes all of the necessary hardware, software and installation of the equipment.  We then support our merchants by offering 24/7 customer and technical support.  We do this strictly in reliance on a merchant’s commitment to enter into the three (3) year Service Agreement.  If a merchant terminates its commitment prior to the end of the contract, we suffer substantial financial losses. Therefore, we are extremely vested in the success and financial viability of our merchants.  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 required cancellation form signed by the primary owner of the merchant account. Therefore the account remained active and charges continuing on the account.·         As per Section 2a. of the Service Agreement Terms and Conditions the merchant’s use of the Equipment requires exclusive use of Harbortouch’s Processing Services at all times.·         Merchant agreed to process exclusively with Harbortouch; however, the account has gone into default for processing when merchant switched to a competitor breaching the contract they entered into with Harbortouch.   ·         Harbortouch offers a thirty (30) day free trial of the POS equipment.  The merchant cancelled the Service Agreement after the trial period expired.  ·         Harbortouch offered to provide the merchant with a POS Termination and Release Agreement (“POSTR”) to cancel the Service Agreement and continue Processing Services with Harbortouch.  The merchant refused our offer. ·         Harbortouch discloses all fees, rates, and charges for its products and services upfront in its merchant agreements. The merchant is provided with a monthly billing statement which summarizes the processing fees charged to the merchant’s account based on the volume of card transactions accepted by the merchant. All other fees charged during the month to the merchant’s account are also disclosed on the statement.  Merchants are provided at least thirty (30) day notice of any fee changes or increases with their billing statement.  ·         The Processing Agreement has an applicable early termination fee (“ETF”). The ETF is calculated by the number of remaining months in the current term multiplied by $35 or a minimum ETF of $250 will be charged to the merchant account (See the Processing Agreement Section 16. ·         The Service Agreement has an applicable early termination fee (“ETF”).  The ETF is calculated by the number of remaining months in the current term multiplied by the Total Monthly Service Fee (See the Service Agreement). ·         While the merchant was actively processing credit/debit transactions they did process over 2,000 credit/debit transactions totaling just over $59,000. ·         On March 27, 2017 Harbortouch terminated the merchant account for non-processing.  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

[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:It seems Harbortouch has an automated response they use for complaints because they addressed issues that were not in my complaint but failed to address my actual complaints.  Throwing a bunch of legal garble at someone is not an adequate resolution to a complaint.  In response to their statements:  We in fact DID utilize the online training, more than once.  However, that is an irrelevant point because we were not complaining about the software or troubles using it.  The only complaint we had regarding the software was that it was programmed incorrectly and would not scan our products.  That does NOT constitute lack of training on our part.  We did however complain about the lack of support and customer service.  They claim to offer these but apparently we have a different definition of what customer support involves.  The morning of our installation we called that customer support because there were issues.  It was over 4 hours later when someone returned our call and then they couldn't help so they forwarded us to someone who didn't even call back until the following day!  Were we to close our doors because we didn't have an operational system and processing?  The tech that installed our equipment can vouch for the lack of customer support and service because he was on hold over an hour before he could sign off on the install.  As far as "little to no upfront costs" we paid nearly $200 to attain the "necessary" equipment that came without the wireless scanner our sales rep promised and it came without the EMV compliant terminal.  They tore down our current operating system and installed a system we couldn't use because the processing fees were NOT what our sales rep told us they would be.  It also wouldn't accept chipped cards.  The system was programmed incorrectly so we couldn't scan our product yet somehow all of this is our fault because they offer online training?  It sounds more to me that they plain and simple DID NOT PROVIDE THE SERVICES THEY PROMISE AND ARE CONTINUING TO BILL US FOR.  If a salesman makes representations that are false and gets you to sign a contract based on those false representations it is fraud.  If you are told they will honor your current processing fees then you expect when you sign the agreement that those promises are being met.  Still, we tried to have this corrected thru the infamous customer service who didn't call until the NEXT WEEK to address our concerns with processing. Besides the issues with processing and the fact the "necessary" equipment needed to run cards and scan our products didn't exist we also couldn't print our reports, couldn't do our online ordering and the processor they did send wouldn't go to a dial up back up.  All very "necessary" elements of our business that were not disclosed.  Because no one from customer service or support bothered to call us back and address our problems we were forced to tear down their equipment and reinstall our own so that we could operate our business.  By the time someone called I informed them it was a little too late and that I wanted our service terminated and an address to return equipment.  This was the 1st of February that I informed them I no longer required or welcomed their services.  It is over 2 months later and they continue to bill me for processing I have never used.  I tried relentlessly to have the service terminated and get an address to return equipment.  The "customer support" didn't respond to a single inquiry (I have kept copies for proof) that I made for an address.  I tried calling and Harbortouch would inform me that I needed to talk to the sales rep who would just send me back to Harbortouch.  All I wanted was to terminate but continuously got a run around.  I have been forced to carry a service that I very openly expressed I did not want and couldn't use.  I have shipped the equipment back and included the tracking numbers in this response.  The "little to no up front costs" I have incurred are now over $440 plus the processing fees I am being billed for that I have never used and now I have legal fees as well.  As I resolution I propose that Harbortouch DISCONTINUE FOREVER  trying to take money from the account I have revoked access to before they stole $5,950.00.  I will agree to pay the fees the tech charged to install the equipment and that should conclude our business with Harbortouch with no further actions or fees.  I will not agree to pay the termination fee for a product I could never use because of lack of disclosure and misrepresentation by the sales rep as well as NO customer support when customer support was part of the agreement.  I never wanted this problem to go this far but was left with no alternative because of the treatment I have received. Tracking numbers: 5 packages, signature required[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Regards,
[redacted]

We
refer the merchant to the POS Service Agreement Terms and Conditions Section
titled Personal Guarantee:
… I absolutely and unconditionally guarantee
the full performance of all Merchant's obligations
to Harbortouch, together
with all costs, expenses, and attorneys' fees incurred by Harbortouch, its parents, affiliates, successors, or assigns, in connection with
any action, in actions, or defaults of  Merchant
with respect to this Agreement or any other
Agreement currently in effect or in the future
entered into between Merchant
or its principals and Harbortouch, its parents, affiliates, successors or assigns. I waive any right to require
Harbortouch, its parents, affiliates, successors or assigns to proceed against other entities or Merchant…Additionally
the Merchant Transaction Processing Agreement Terms and Conditions and Addendum:
Section
3.8MERCHANT shall establish a designated account at the institution of its choice ("DESIGNATED ACCOUNT") for the credit and debit of sums between the PARTIES.  MERCHANT, pursuant to the Funds Transfer
Instructions set out herein, authorizes BANK to make deposits
and withdrawals from the DESIGNATED ACCOUNT.   MERCHANT hereby grants to BANK a security interest and lien upon the DESIGNATED ACCOUNT to secure all of MERCHANT's (or any related entity under MERCHANT'S control)
obligations to BANK under this AGREEMENT.
 If required
by BANK, MERCHANT agrees to cooperate with BANK and the depository bank maintaining the DESIGNATED ACCOUNT to cause a Control
Agreement to be executed with respect to the DESIGNATED ACCOUNT. 
 MERCHANT agrees to maintain
a balance in the DESIGNATED ACCOUNT in an amount specified by BANK and MERCHANT
agrees to deposit
funds into the DESIGNATED ACCOUNT so that the minimum balance required
by BANK is maintained. If this AGREEMENT is terminated for any reason,
the DESIGNATED 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.   BANK may recoup and debit from the DESIGNATED ACCOUNT
all non-VISA and non-MASTERCARD related
FEES and other
obligations due to BANK under this AGREEMENT
or any other agreement MERCHANT
or MERCHANT's related entities
have with BANK without
prior notice to MERCHANT.
 BANK may recoup and debit from the DESIGNATED ACCOUNT all FEES and
other obligations due to BANK under
this AGREEMENT  or any other agreement  MERCHANT or  MERCHANT's  related entities
have with  BANK without  prior
notice to  MERCHANT.Addendum
Section 13:BANK and/or Harbortouch have the right of recoupment and set-off.  This means that BANK and/or Harbortouch may recoup and offset any outstanding
 or uncollected amounts owed to BANK and/or  Harbortouch from  (i) any amounts BANK or Harbortouch would otherwise be obligated to deposit into the DESIGNATED ACCOUNT,
and (ii) any other amounts
 BANK
 and /or  Harbortouch  may owe  MERCHANT  under this AGREEMENT
 or any other
 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
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 May 28, 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 an initial three (3) year term and will
automatically renew for consecutive two (2) year terms (Please see Section 4 of
the Terms and Conditions).   
4. TERM OF AGREEMENT:
4.1 The initial term of this AGREEMENT shall be for three (3)
years (“INITIAL TERM”) commencing on the date this AGREEMENT is approved by
BANK or approved and uploaded by BANK’s Risk Department.
4.2  At the expiration of
the INITIAL TERM, this AGREEMENT will automatically renew for successive two
(2) year periods (“RENEWAL TERM”) unless terminated as set out below.
I refer the merchant to Section 18 of the Merchant
Transaction Processing Agreement for details about applicable early termination
fees.
·        
The ECR unit provided to the merchant does not
currently have the capability of printing EBT balances on customer
receipts.  This is an ECR manufacturer
setting which Harbortouch has contacted for a solution/resolution and is awaiting
a response. 
·        
In the meantime, Harbortouch has offered the
merchant a stand-alone [redacted] terminal that would provide the capability
of printing the EBT balance on receipts along with EMV protection.
·        
The merchant has refused the solution proposed by
Harbortouch or until the manufacturer response is received.
If the merchant still chooses to terminate his merchant
account the applicable early termination fees will charged to his merchant
account.  The merchant should contact
customer service at ###-###-#### for the required cancellation forms.
Legal Group
Harbortouch

We have been unable to locate this merchant in our database based on the information provided.  We are requesting a d/b/a name, account number and/or business telephone number to respond to the merchant's complaint. Legal GroupHarbortouch

Harbortouch has closed the merchant account with no early termination fee. The amount of $170 in collections has been written-off. Harbortouch Legal Group

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 January 14, 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 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[redacted].  The Processing Agreement is for a three (3) year term and automatically renews for successive (2) year 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. After a detailed review of the merchant’s account we have no record of receiving the signed cancellation form that was emailed to the merchant on January 9, 2016.  Without the requested form the account remained opened and billing continued on the account.  See the Terms and Conditions Sections 4 and 5 for details regarding the term of the agreement and termination thereof.   Additionally, there is an applicable early termination fee (ETF) as specified in Section D6 of the Processing Agreement.   There are twenty months remaining on the current term totaling $700.00 (20 x $35).  However, Harbortouch is willing to work with the merchant and will close the merchant account reducing the ETF to the minimum of $250.00 as per Section D6 of the Processing Agreement.    In addition, there is an amount of $50.00 ($25.00 monthly minimum + $25.00 rejection fee) in Harbortouch collections.  I suggest the merchant contact Harbortouch collections department at 800.201.0461 to settle the balance remaining on their account.    All fees and charges are applicable in accordance to the Processing Agreement inclusive of the Terms and Conditions, together with its addenda, attachments and schedules. 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

First, 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.
After a detailed review of the merchant account, Harbortouch
recognizes that the merchant did provide the proper Request to Cancel Merchant
Account Form dated March 27, 2016.  The
merchant’s account was closed in our database on March 30, 2016. 
Harbortouch recognizes that billing did continue to occur on
the account and we will refund the merchant for the following fees/charges as
detailed on the attached Merchant Statements:  
Statement
Date


Description


Amount  Add


Amount
Less





4/30/2015


Processing activity occurred – no refund due


$0.00


 




5/31/2015


Monthly minimum/Service Maintenance Fee/ [redacted] FANF
fee


$31.93


 




5/31/2015


[redacted] Assessment Billing


$1.65


 




6/30/2015


Monthly minimum/Service Maintenance Fee


$31.50


 




7/31/2015


Monthly minimum/Service Maintenance Fee


$31.50


 




8/31/2015


8/2/2015  LESS
Monthly minimum/Service Maintenance Fee


 


($31.50)




8/31/2015


Monthly minimum/Service Maintenance Fee


$31.50


 




9/30/2015


9/1/2015 LESS Monthly minimum/Service Maintenance
Fee


 


($31.50)




11/21/2015


Reject Fee for NSF


$25.00


 




TOTAL
REFUND                                  $90.08


 
Harbortouch would like to issue the credit to the merchant’s business account on file, or if the merchant would prefer the refund by check, please provide the address where he would like the check sent.
Harbortouch apologizes for the error that occurred and we
have confirmed closure of the merchant account with no further billing.  The merchant has no further financial
obligation to Harbortouch.
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.
Regards,
Legal
Group
Harbortouch









2/13/2016






Complaint

In August 2015 I e-mailed Harbortouch for information regarding their POS system. I was contacted by alex v[redacted] who called me via the phone to discuss the system. I asked him to send me a brochure on it. He then sent me one, showing the product as having online ordering, caller id, etc. It was...

a top of the line machine. I had multiple questions before ordering such as what the "batch" fee was, which he waived. I asked about the shipping, which was $25, which took 2 months to get refunded for because it was never waived. I was suppose to have the "monthly paper statement fee" waived, which is $6 a month, but it was never waived. I have tried to reach out to Alex to resolve multiple issues, but he never answers his phone or e-mails, like he dropped off the map. I was told he quit, that he was promoted, and that he was still in the same spot. Differnt people and different answers. When I received the system about a week or two later, it never had the internet ordering or anything like was showed in the brochure that was sent to me. I later learned that was the [redacted] model that is $69 a month. The brochure that was sent showed the only differences between the two devices were a bigger screen and that the [redacted] model could be setup for retail stores, etc. I contacted harbortouch and asked about why the internet ordering was not on the "echo" model that I received. I was told it was coming, soon. I asked how soon and was told "a year or so". I ordered the device because I thought it would have the internet ordering on it, but I'm being told it will be a year before its added. I was also told that I was able to add products from my computer to the system through lighthouse, and even called technical support, and the woman walked me through how to do it, only to say that it was only available on the [redacted] model and not the [redacted] model. The system I got is PLAIN. All I can do process orders and that's it. No internet ordering, no caller id, etc. Also, the system is only suppose to be $39 a month, yet I am billed exactly $56-58 each month. When I call and ask why each time, they tell me they'll call me back, and that it's due to "last months transaction fees." They take their "cut" every single business day after each deposit, so why would I be charged again for these fees? No one can explain to me why I am being charged right around $60 instead of $39 a month like I signed up for. The system constantly freezes. We've had it replaced once and was charged a $80 shipping fee which took a month to get refunded for. It will freeze in the middle of ordering, crash, take 5 minutes to reboot, etc. I have called technical support and the only explanation they can give me is that the internet is slow and crashes the system. I have called and asked about the [redacted] model and was told that I needed to process $15,000 a month to even be eligible for it. Why send me a brochure with all the fancy options on it, saying that its on the [redacted] system, and then it's not and there is no way I'll ever be able to use the options? I feel that I was lied to, because I have a system that was advertised to have all of these features, and it does not even do half of what the brochure says it will do. And, even if we process $100 a month, we're still charged that $56-58 a month, when it should have only been $39.







Desired Resolution

I would like the contract canceled and no early termination fee charged. I will pay to ship the system back to harbortouch at my cost. I want my account closed immediately and no further billing to be done to my bank account.

Consumer Business Dialog

[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: All customers have requested refunds from Harbortouch and there is nothing I signed stating that they are allowed to hold funds for 180 days for any reason that happened outside Harbortouch has no correlation to them holding card holders money hostage
Regards,
[redacted]

Harbortouch has reviewed the merchant account and has determined the individual filing the Revdex.com Complaint is not the owner or an authorized user of the merchant account. No further account details will be provided.  The owner may contact Harbortouch customer service at [redacted] to verify...

their identity to make any account changes or financial decisions. Legal GroupHarbortouch