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, will do whatever we can to make the merchant a satisfied Harbortouch customer. On June 2, 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.  After a detailed review of the merchant account: ·         All fees are provided upfront in the Processing Agreement signed by the merchant; ·         The annual fee of $79.00 was refunded to the merchant as a courtesy to the merchant upon their request; ·         The $1000 transaction rejected from the merchant’s bank account on 9/2015.  It appears that the merchant transacted a refund that they could not cover in funds; ·         The merchant rejected October and November 2015 processing fees from their bank account; ·         The merchant account has been sent to an outside agency for collection of $262.06; ·         There are no funds on hold for this merchant account.All fees and charges applied to the merchant account are valid in accordance to the Processing Agreement inclusive of the Terms and Conditions as referenced above.  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 June 14, 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 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 June 14, 2013, 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 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. 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 (5) 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 received the required cancellation form signed and dated by the merchant on April 25, 2017 (see attached) indicating there is no processing early termination fee (“ETF”).  However, the ETF is applicable for the POS System Service Agreement. The merchant account was closed in our database on April 25, 2017. The Service Agreement ETF is calculated by the number of months remaining in the contract multiplied by the monthly service fee (16 months X $69 = $1,104.00).  Please see the Service Agreement Terms and Conditions Item Number 9.4 Early Termination Fee.   No ETF was charged for the Processing Agreement. All processing fees and charges incurred by the merchant are valid in accordance with the Processing Agreement and the Service Agreement inclusive of its respective Terms and Conditions. Harbortouch is requesting return of the credit/debit card processing terminals.  Specifically, the VX520 and the VX805 pin pad. We are providing the merchant with shipping labels for her convenience at no additional cost to return the processing equipment to [redacted] If we do not receive the returned equipment, a non-return of equipment fee will be charged to the merchant account ($195 VX805 + $450 = $695). 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. Regarding the [redacted]s 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.    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 account owner.  No further detailed information regarding this account will be provided.   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:
In the brochure on page 7 it clearly states that you can create an online menu for online ordering, and you can update the POS system remotely via the lighthouse feature. Every time I have called to inquire about this, I am told it is only for the [redacted] model, and that the [redacted] model will receive it "in a couple of years" --- this was even told to me by Alex V[redacted] after the system was received. The brochure CLEARLY states on the very first page it is for the [redacted] system, nothing is mentioned about the [redacted] system. I have attached 2 photos. The first photo shows the [redacted] model on the brochure. The second picture shows page 7, showing clearly that online ordering is a feature.I have been lied to about this system, it clearly does not do what it says it will do on the brochure. I have contacted your "resolution specialists" multiple times and left multiple voicemail with no response.I will not pay any early termination fees for this system because it is completely different than what the brochure says, but I will eat the shipping cost to return it to harbortouch.
Regards,
[redacted]

After a detailed review of the merchant account, Harbortouch has determined the merchant will receive an additional credit of $20.00 for the overcharge of the mobile phone device service. We have assigned a supervisor to resolve the issue of the charge reoccurring for the merchant and to remove the...

trigger for this charge.  We apologize for any inconvenience caused to the merchant. Legal Group Harbortouch

[redacted]
 [redacted]
I am rejecting this response because: Harbourtouch has been untruthful and dishonest. Attached you will find my bank statement where only the credit cards with no chips have been processed from July to October. For two months, they nevere processed the credit cards with chip cards because They failed to show me how to set up the chip card reader to send daily batches with password. The statement will show daily batches but it is just coming from the regular POS machine. On Ctober 11, 2016, Harbortouch started processing the chip credit card and you will see an amount of $17000 in one day. Until today, I have yet to receive the rest amount and I am uncertain of the final total amount because Jonathan R[redacted] mentioned over $21,000 but said he would get back to me with the total. Everytime I call his office, no answer, When I call customer service, they are literally reading numbers from their screens and are unable to assist my needs. I need a waive in the contract fees so I can move on to another company because I cannot slep in peace at night because I do not know what other surprise I will get from Harbortouch. I have lost a lot of customers because they think [redacted] are cheating them with their credit cards. My whole business has been compromised since I start with Harbourtouch. I do not think it is fair for Harbourtouch to feel like they have comply when they know they have failed me. Please take action in this matter because I cannot with this injustice anymore. 
Regards,
[redacted]

Harbortouch’s response to the merchant’s rejection.----------------------------- Harbortouch reiterates its prior response. Additionally, after further review of the merchant account, all fees and charges are valid in accordance to the Processing Agreement inclusive of the Terms and Conditions, together with its addenda, attachments and schedules.  Legal GroupHarbortouch

We received the equipment that was promised on July 1st in writing,  the end of the day on the...

11th.  We now have to wait for the technician to install which the last time took 3 weeks to get a technician.  We also were told to buy IPADS  to use their tableside software.  We have had issues for the two weeks we have had it. We're told on Saturday it would not work without an internet extender. So we spent $90 on an extender and still have trouble and were told by VIP TECH TODD that the extender was part of the problem after being told to buy one by a TECH  on Saturday.  We are,supposed to have VIP TECH service but spent 78 minutes on hold and hung up calls for just one experience today!  This morning  about 2 hours total in 3 calls. Not sure how we are supposed to run a business when you have to spend hours 4 days in a row this time, trying to get your pos,system to work which we pay to work for us,24/7 and never happens. We want our money back for the "worthless " extender we were told to buy and credit for the days our POS Systems don't work that we,pay for.
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

[[redacted]
 [redacted]
I am rejecting this response because:As an owner in the business, I have the right to complain, and have the issue resolved.  Harbor Touch is clearly deflecting and stalling resolution in order to deflect illegal activities conducted by the company.  We will continue to seek resolution and relief as long as this Harbor Touch is in business. 
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 has two accounts with Harbortouch.  MID [redacted] Livery entered into Processing Agreement on March 22, 2011 (Status is closed). MID [redacted]8 The [redacted] – entered into Processing Agreement on April 7, 2012 (Status  is a Seasonal Account and is presently active). The merchant entered into two Harbortouch Merchant Transaction Processing Agreements (“Processing Agreement”) on the dates provided above. 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 Applications are 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.  ------------------- MID [redacted] Livery entered into POS Service Agreement on April 17, 2012 (Status is closed). MID [redacted]8 The [redacted] – entered into POS Service Agreement on May 9, 2012 (Status is a Seasonal Account and is presently active). The merchant entered into two Harbortouch POS System Service Agreements (“Service Agreement”) on the dates provided above. The Service Agreement governs the terms and conditions whereby Harbortouch agreed to provide your client’s business with  POS systems, 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 Agreements are attached to this letter. When the merchant terminated his POS Service Agreement for MID [redacted]3 applicable early termination fees were charged to the account.  However, the funds were rejected from the merchant’s bank account.   The Harbortouch Risk Department then applied merchant funds from MID [redacted]8 to cover the rejected charges on his other account.   Harbortouch was acting in accordance to the Terms and Conditions as detailed in Section 3 PAYMENT OF SUMS DUE. 3. PAYMENT OF SUMS DUE: 3.1 MERCHANT agrees to pay BANK the fees as set forth in the Merchant Application and all other sums owed to BANK for SALES and SERVICES as set forth in this AGREEMENT as amended from time to time (“FEES”).  FEES include but are not limited to all CHARGEBACKS.  MERCHANT agrees that it is jointly and severally liable for all FEES, charges, and other sums owed to BANK by any affiliated entities of MERCHANT. ·         3/31/2016 - $472 was paid from MID [redacted]8 merchant account for funds rejected from MID [redacted]3; ·         6/13/2016 - $1,357 Early Termination Fee was written-off in Harbortouch Collections; and ·         5/12/2016 - $499 POS no return fee was written-off in Harbortouch Collections.    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

On,
February 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 [redacted]. 
I refer the merchant to the Terms and Conditions Addendum
Section 11 regarding the reserving of funds if determined by the Bank and/or
Harbortouch. 
After a detailed review of the account the funds were held
in response to late presentment of batched funds.  The late batching of funds puts the bank at
risk for chargebacks from the cardholders conducting transactions with the
merchant.  To alleviate the risk of late
presentment the Bank and/or Harbortouch can determine to hold funds for amounts
considered at risk.
The hold on the merchant’s account was released as of July
2, 2015.
Legal Group
Harbortouch

We are sorry to hear of the merchant’s dissatisfaction with Harbortouch’s products and services.  On January 20, 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. Harbortouch received the Account Cancellation Form signed by the merchant and dated June 5, 2017. The account was terminated in our database with no early termination fee (“ETF”) as per the form. The merchant claims she returned the processing terminal but cannot provide proof of delivery.  As per the terms of the contract, it is the merchant’s responsibility to return the equipment. Harbortouch has no record of the debit/credit card terminal being returned.  A charge of $450 was charged to the account for non-return of equipment.  The account is in collections with a balance of $475.00 for the RMA fee plus NSF bank fee. If the merchant would provide proof of shipment being made within 30 days of account cancellation, we would be willing to investigate the account further and provide a credit. The merchant is encouraged to contact collections at [redacted] to settle their account. Legal Group Harbortouch

The refund of $179.90 was archived to the merchant account on 3/9/2017.  This was completed the 3-5 business days following the submission of the refund order on 3/4/2017.   The merchant account is terminated and the merchant has no further obligations to Harbortouch. Thank you. 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. 
As for the equipment, I did return it, not using the RMA that they sent to me to late. But did use [redacted] and have tracking numbers on all but one and that one went by US Postal Service, however after speaking to James for Habortouch and him stating that there were some boxes in warehouse that had been credit to our account. we still got charged for 2 machines that Habortouch should have in their possession
Regards, 
[redacted]

In response to the merchant's request attached is a written notification of account closure and 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 your merchant a satisfied Harbortouch customer.On June 6, 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 terms. Please see the Terms and Conditions Section 5.1 for details.On June 2, 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 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.The Processing Agreement has an applicable early termination agreement (“ETF”) calculated by multiplying the remaining months in the contract by $35.00 or the minimum of $250.00 whichever is greater. The Service Agreement has an applicable ETF calculated by multiplying the remaining number of months in the contract by the total monthly service fee of $69.00. All processing fees and charges are valid in accordance with the terms and conditions of the Processing Agreement and the POS Service Agreement.Harbortouch is willing to assist the merchant with filing an insurance claim for the POS System for any storm damage caused to the equipment. I encourage the merchant to contact the Account Resolution Manager at ###-###-#### to assist with the process. If the merchant wants to terminate the 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. The applicable ETFs will be charged to the merchant account in full. 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 Tell us why here...

Revdex.com:
I appreciate all your help in this matter. I accept the resolution that the business has shared with me, however I will believe it when I see it.  You will hear from me again if the cancelation does not go through, and they continue to charge my account.  I truly hope that this is the end to the problem.  Again much mahalo for all your help.
Regards,
[redacted]

A member of our customer service team sent the merchant a rate reduction request form on 10/11/17 for return.   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 2, 2011 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 terms.  Please see Sections 4 and 5 of the Terms and
Conditions for details regarding Term of Agreement and Termination of the
merchant account. 
·        
The merchant account was closed in our database
on December 12, 2015 per the cancellation form received from the merchant.
·        
The Processing Agreement has an applicable early
termination fee as described in Section D6 of the signed agreement as follows: 
“If the Agreement is terminated early during the
INITIAL TERM or any RENEWAL for any reason other than set out in paragraph 5.1,
5.2.A or 5.2.B, MERCHANT agrees to pay [redacted] an early termination
fee (ETF) of two hundred fifty dollars ($250) or thirty five ($35) multiplied
by the number of months remaining in the merchant agreement (whichever is
greater)…
 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 RMA fee charged to the merchant for
non-return of the equipment was written-off on January 12, 2016.Currently in collections with an outside agency
are the following charges. 
-         
12/3/2015 -- $250.00 cancellation fee;
-         
12/3/2015 -- $2.25 monthly statement fee;
-         
1/31/2016 -- $41.50 monthly minimum fee.
The merchant’s account is in collection with an outside
agency.  I encourage the merchant to
contact our collection department at ###-###-#### to settle their account. 
Legal Group
Harbortouch

·         After a detailed investigation of the merchant account, Harbortouch has closed the merchant account due to identity theft and the individual who filed the within Revdex.com complaint is not responsible for any of the processing on the account. ...

·         Harbortouch’s actions were in compliance with the regulatory authorities of the Credit Card Association and Bank. ·         Harbortouch acknowledges that you did not have a pleasant experience when in contact with our customer service representative and we are investigating the issue internally to avoid any repeated adverse communication with our merchant customers.  Legal Group Harbortouch