Shift4 Payments, LLC

We are sorry to hear of the
merhcant'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.After a detailed review of the merchant account Harbortouch will write off the balance in collectionsThe merchant has no further obligation to Harbortouch. 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 customerAfter a detailed review of the merchant account, Harbortouch has determined we closed the merchant account in our database on May 9, with no penalty. We have verified that the equipment was provided to the ISO office and will write off the RMA balance charged to the merchant account. The merchant has no further obligation to HarbortouchLegal Group Harbortouch

Tell us why here...There is no proof of any agreement with Harbortouch to pay the ETF of the former leasing company/processor; The Harbortouch customer support person is not in an authority to authorize a decision at this level;The Harbortouch support persons indicated they would reach out to the sales representative regarding the merchant concerns, which they did; *** is not an employee of Harbortouch, but works independently as an Independent Sales Office (ISO); There is no written agreement between the merchant and Harbortouch that we would pay the ETF of the merchant’s former leasing company which supercede any verbal agreement, if anyLegal GroupHarbortouch

A refund is being issued for the inactivity fee of $
charged in October, November and December totaling $450.00.
Additionally, a refund for Tabbed Out was issued this
morning in the amount of $
Legal Group
Harbortouch

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
** *** reiterates past responses
Whatever the reason for the transaction denial is rather
irrelevant. What is relevant is the fact
that we, (your CLIENT) called for guidance and were given faulty direction
which cost our struggling small business $700.
If your company had taken “necessary steps to assist the merchant” as
stated, we would have been supplied and avenue to verify bank cards and not
just told to ‘make a copy’
“Whether the transaction was swiped, a keyed entry, or dial
pay it would have been denied” Unfortunately we were unable to key in, dial
pay, or swipe and were not given any alternative that would have been available
immediately. We have not had a single
charge back or bad card during our tenure with Harbortouch or Merchant Services
and are very careful to check ID’s and verify cards. This would not have happened if Harbortouch
service had not failed and we had not been given bad instruction
For Harbortouch to ask me to copy the bank cards and then
suggest I not release the product is simply ridiculous and also not the
instruction I was given until after the fact.
Would you allow your bank card to be copied and then not even receive your
purchase?? Sounds like a lot of back peddling to me. As I was given no way to verify bank cards
and was told to simply copy them, even told that I would not be able to get
phone verification until the next day
As we did exactly as instructed, it seems unfair that they
should take no responsibility for their faulty instructions. I see the response was from their legal
department, keep in mind that we are a small business with three employees
depending on us, we have no legal department, it’s just me
While a large business may easily absorb a $mistake,
a small business will suffer dearly for it, even when it isn’t their
mistake. I was shocked at their
attitude, especially after receiving their letter informing me that ** ***
had been upgraded to VIP status. In
retrospect I should not have trusted Harbor Touch, but as I pay them for
processing I expected some kind of expertise from them and was wrong, but
should it be all on me? Don’t they have some responsibility as well?
In summary: Harbortouch
mistakes:
Failure of processing equipment
Failure to supply alternate verification processes
immediately
Failure to give decent advice to their own client
Failure to stand by their employees advice, good or bad
Failure to take responsibility for their own mistakes
** *** Mistakes:
Trusting Harbortouch
Regards,
*** ***

To
Whom It May Concern:
As
has been communicated numerous times to *** ***, Harbortouch is not
permitted to remit funds to his client as a result of but not limited to
Executive Order ***(December 19, 2014)This prohibition remains in effect
despite Harbortouch's good faith efforts
to continue the relationship in
compliance with this Executive Order

Harbortouch is escalating this merchant account to a member of our management staff A more detailed response will be provided in several days Legal GroupHarbortouch

After a detailed review of the merchant account, Harbortouch has determined that the person filing the complaint is not the owner or authorized user of the merchant account No details regarding the merchant account will be given to an unauthorized person. Legal GroupHarborouch

Harbortouch reiterates all of its prior responsesThe sales representative is an independent contractor. Independent contractors set their own termsThe $deposit was the terms set by the independent sales office, who collected the funds for their independent business office. The $was never a request by HarbortouchThis is not a Harbortouch policy. It has never been Harbortouch’s policy to receive deposits for processing services or equipment. 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 between the merchant and Harbortouch are the written Agreement signed and dated as referenced above. On February 5, you entered into a Harbortouch Merchant Transaction Processing Agreement (“Processing Agreement”)The Processing Agreement governs the terms and conditions whereby Harbortouch agreed to provide your business with processing services for credit/debit card transactionsThe 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 enclosedYou received a copy of the Terms and Conditions prior to signing the Merchant ApplicationHowever, you may also access the Terms and Conditions at www.harbortouch.com/terms By signing the Processing Agreement you provided authorization to the Bank and Harbortouch to make credit and other inquiries. See the attached Processing Agreement Section Signatures second paragraph The merchant provided here personal identifying tax information in section three (3)The inquiry was conducted prior to cancellation of the contract. Unfortunately, inquiries on credit reports cannot be removed pursuant to regulations and compliance with the bank and Card AssociationHarbortouch cancelled the contract upon the merchant’s request without penalties. Legal Group Harbortouch

The merchant account was terminated at the request of our Bank (***) due to the merchant’s business not meeting underwriting established guidelines. Harbortouch has a responsibility to act in compliance to the rules and regulations of the Bank and the Card AssociationsHarbortouch is willing to settle this matter by refunding all fees and charges to the merchant. Refunds: Fees billed 08/$Fees billed 07/$Fees Billed 06/$POS fees billed 07/$Ground Shipping billed 05/27/The POS Inactivity Fee charged to the merchant was previously refunded on 8/1/in the amount of $ (Per section 2.bof the POS System Service Agreement Terms and Conditions) POS System Service Agreement Terms and ConditionsbFailure to Process with Harbortouch. If at any time after the Install Date Merchant stops using Harbortouch’s Processing Services, in whole or in part, then Harbortouch shall charge Merchant $per Equipment terminal for each 30-day period that Harbortouch’s Processing Services are not used (“Inactivity Fee”). The Inactivity Fee is in addition to any other fees or charges. Notwithstanding the foregoing, Harbortouch reserves the right to terminate this Service Agreement or suspend Merchant’s access to the Equipment and/or Software for merchant’s intentional non-use of Harbortouch’s Processing Services. Total refunds to the merchant $308.14. Date ALL Card Net Volume ALL Card Total Transactions $$$$ No further billing will occur for this merchant account All possible credits have been issued with the finalLegal Group Harbortouch

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Changes of terms/conditions are not acceptable without days prior notice (in order for us to reject such changes in accordance to law)West End was never notified of ongoing and rigorous fee schedule changes that took place throughout 2015. During conversations with Harbortouch, they explained the fee increases were due to ***/*** charging a larger interchange amount, which is also falsehoodThe increase was a direct result of Harbortouch abuse and profitMisleading myself, and others when questioned about rising costs of service - which would waive the class action suit clause in the original agreement. We understand there is a cost for these services that Harbortouch offers, however, we were unaware that multiple changes could be made to the original contract without written notice, warning, or advancement. We are rejecting their response, and will continue to do so until an agreement and settlement can be made.
Regards,
*** ***

Harbortouch reiterates its prior response. The merchant contacted Harbortouch on June 3, specifically indicating she wanted to cancel her processing service. Harbortouch did not receive the required cancellation form signed and dated from the merchant until December 6, 2016. The cancellation letter attached to our prior response indicates the merchant indicated cancelling the Processing Agreement. The Processing Agreement indicates on Page Special Instructions for a required day notice to cancel without no early termination fee (ETF). Harbortouch has cancelled the Processing Agreement without early termination fee on December 6, 2016. The POS Service Agreement Terms and Conditions Section details that the POS Service Agreement requires the merchant to exclusively process credit/debit card transactions with Harbortouch (f/k/a United Bank Card, Inc.). Therefore, the cancellation of the Processing Agreement terminates the Service Agreement with the applicable ETF charged to the merchantAll fees and charges incurred by the merchant are valid in accordance with the terms and conditions of the Processing Agreement and the POS Service AgreementNothing contained herein should be deemed an admission or waiver of Harbortouch’s rights under applicable lawHarbortouch expressly reserves all of its rights, remedies and defenses in law or in equityLegal Group Harbortouch

[To
assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: Harbortouch's sales rep entered the incorrect information into the contract which was signed by our managerI am the ownerPlease see attached
Regards,
*** ***

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’s account, Harbortouch has
determined the account was closed in our database on May 30, and the
merchant did return the equipment on July 1, 2014. Harbortouch is
removing the derog from the credit report.
Nothing contained herein should be deemed an admission or waiver
of Harbortouch’s rights under applicable lawHarbortouch 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
Please be advised that Harbortouch Payments, LLC f/k/a
*** *** ***, Inc(d/b/a Harbortouch) has full corporate authority to act
on behalf of Credit Card Processing, USA (d/b/a *** *** ***, Inc.)
On January 29, the
merchant entered into a Merchant Transaction Processing Agreement (“Processing
Agreement”)The Processing Agreement governs the terms and conditions whereby MSI
now Harbortouch agreed to provide the merchant’s business with processing
services for credit/debit card transactionsThe 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 enclosedThe merchant received a copy of
the Terms and Conditions prior to signing the Merchant ApplicationHowever,
you may also access the Terms and Conditions at ***.
We believe all fees
and charges are valid in accordance to the Processing Agreement inclusive of
the Terms and Conditions however after a detailed review of the
merchant’s account Harbortouch recognizes the merchant has been a valued
customer since January 2007. Harbortouch
is waiving all fees in collection totaling $275. The merchant account was closed in our database on March 27, 2015. The merchant has no
further obligations to Harbortouch.
Harbortouch
Legal Group

On September 22, 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
transactionsThe 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 enclosedThe merchant received a copy of the Terms and Conditions prior to signing the Merchant ApplicationHowever, 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 sent the merchant the required cancellation form on 11/18/16, and again on 1/3/17, 1/4/17, 1/6/17. Harbortouch never received the required form signed by the merchantTherefore, the account remained active with service fees continuing to accrue on the accountThe merchant is encouraged to return the signed cancellation form that was sent to him to terminate the merchant account. Harbortouch will waive the early termination fee (“ETF”) for the merchant, please see Section of the Processing Agreement and Section and of the Terms and Conditions for additional detailsHowever, all processing fees and charges incurred by the merchant are valid in accordance with the terms and conditions of the Processing Agreement entered into by the merchant.Nothing contained herein should be deemed an admission or waiver of Harbortouch’s rights under applicable lawHarbortouch expressly reserves all of its rights, remedies and defenses in law or in equity.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
After a detailed review of the merchant account we have determined
that the merchant was charged a regulatory compliance fee on January 5,
Harbortouch has refunded the merchant the compliance fees totaling $1,on February 24, The refund will be seen in the merchant' bank account in approximately to business days.Harbortouch received the
merchant’s cancellation form(s) on January 5, and subsequently the
merchant account(s) were closed and billed the applicable early termination
fees (ETFs).
Harbortouch is requesting the return of the processing
terminals to avoid any RMA charges to her account for non-return of the
equipment. Any RMA charges already
assessed will be refunded upon Harbortouch’s receipt of the processing
terminals To avoid any further fees
being charged to the merchant, I encourage her to contact our Account
Resolution Manager at extwho will assist the merchant with free shipping labels and supplies to return the processing terminals
Nothing
contained herein should be deemed an admission or waiver of Harbortouch’s
rights under applicable lawHarbortouch 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 March 6, 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 transactionsThe 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 enclosedThe merchant received a copy of the Terms and
Conditions prior to signing the Merchant ApplicationHowever, 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 Section of the Processing
Agreement and Section of the Terms and Conditions.
After a detailed review of the merchant application
Harbortouch acknowledges the merchant has been a valued and loyal customer
since March of 2009. Harbortouch will
waive the $early termination fee (ETF)
The
merchant account has been closed in our database on May 20, 2015. Harbortouch has ceased all billings and
written off the amount of $in collections The merchant has no further obligations to
Harbortouch.
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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** And *** ***