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 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 successive two (2) year periods.  I refer the merchant to Section 4 of the Terms and Conditions regarding the term of the agreement.Per Section 7 of the Processing Agreement:  Please review Terms and Conditions at www.harbortouch.com/terms for additional information on which interchange programs apply. For more information on interchange rates visit www.[redacted].com or www.[redacted].com. Fees or charges may be added or changed by an amendment to the Terms and Conditions with 30 days notice.  Per Section 8 of the Processing Agreement: All other applicable Card Brand fees will be passed through at the Card Brand's Rate. For more information, please contact Harbortouch Payments, LLC. Fees or charges may be added or changed by an amendment to the Terms and Conditions with 30 days notice. Per Section 9 of the Processing Agreement:Fees or charges may be added or changed by an amendment to the Terms and Conditions with 30 days notice.All changes in fees and charges are provided to merchants with thirty (30) days advance written notice with their monthly billing statements. Harbortouch Service Maintenance Fee is for administrative service of merchant accounts.The remaining fees and charges the merchant is requesting and explanation for are not Harbortouch fees or charges, but are rather fees and charges assessed by the credit card companies, [redacted], and [redacted]. Information regarding these fees can be accessed by contacting the Credit Card Association or the individual companies. [redacted] Acquirer Processing Fee [redacted] Date Usage Fee Acquirer Proc Fee DB/Prepaid [redacted] Assessments ** Assessments [redacted] Assessments Debit [redacted] Assessments Credit [redacted] Base II Transmission Fee [redacted] Network Fee [redacted] Fee ** Acquirers License Fee 1 Capture Fee Interlink Switch Fee [redacted] Switch Fee [redacted] Switch Fee [redacted] Switch Fee TSYS Acquiring AM Service/Prof Service Tier 2 [redacted] Support Fee TSYS AcquiringLegal 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 26, 2011, the merchant...

entered into a Harbortouch  (f/k/a United Bank Card) Merchant Transaction Processing Agreement (“Processing Agreement”). The Processing Agreement governs the terms and conditions whereby Harbortouch agreed to provide the merchant’s business with processing services for credit/debit card transactions. The Processing Agreement consists of the Merchant Application and the Terms and Conditions, together with its addenda, attachments and schedules.  A copy of the Merchant Application is attached. The merchant received a copy of the Terms and Conditions prior to signing the Merchant Application. However, you may also access the Terms and Conditions at www.harbortouch.com/terms.  The Processing Agreement is for a three (3) year term and automatically renews for consecutive two (2) year periods. Please see Section D6 of the Processing Agreement and Sections 4 and 5 of the Terms and Conditions for greater details.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 account remained in active status and billing charges continued to accrue until receipt of the written cancellation. On July 19, 2017 Harbortouch received the completed Merchant Account Cancellation Form signed by the merchant. Harbortouch terminated the merchant account in our database on July 19, 2017 and applied the minimum ETF of $250.00. The ETF is calculated by multiplying the remaining months in the current term by $35.00 or the minimum of $250.00 whichever is greater (See Section D6 of the Processing Agreement).  The merchant account has a zero balance. All processing fees and charges incurred by the merchant are valid in accordance with the terms and conditions of the Processing Agreement inclusive of the Terms and as per the Processing Agreement inclusive of the Terms and Conditions the applicable early termination fee (“ETF”) was applied 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 GroupHarbortouch

Harbortouch
reiterates its prior responses. 
The transaction
was denied by the bank and not  Harbortouch.
This is also why the
attempt by Harbortouch tech support to assist the merchant to enter the same
credit card transaction information was denied again by the bank.
The merchant did not receive authorization for the credit card transaction as per the Terms and
Conditions Association Rules Section 5. Authorization.
5.1 On all SALES,
MERCHANT shall request an authorization for the total amount of the SALE and
shall record the positive authorization response code on the SALES DRAFT prior
to completing the SALE.  If MERCHANT
receives a negative authorization response, MERCHANT shall not complete the
SALE and may receive further instructions from the authorization center.             
Harbortouch has issued a courtesy credit of
$100.  No further refunds or credits will be issued.  
Harbortouch is in compliance with
the regulations and rules of the Association as per the Terms and Conditions.
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 July 2, 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 consecutive two (2) year periods.  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 merchant’s signed cancellation form dated February 22, 2018 (See attached.) On February 23, 2018 the merchant account was closed in our database and the applicable $250 minimum early termination fee was charged to the merchant account as per the Processing Agreement Section 17.  The ETF is calculated by multiplying the number of months remaining in the current term by $35.00 or the minimum of $250 whichever is greater.  Harbortouch has reviewed the records of the merchant account and has determined the industry wide PCI fee charged annually in January was refunded by one-half to the merchant in 2016, 2017, and recently 2018 ($89.95).  The merchant account has been terminated as requested. There will be no ETF refund.Legal GroupHarbortouch

Harbortouch reiterates its prior responses. 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 investigation of the merchant account, Harbortouch has provided the merchant with a credit on 6/3/2016 of $500 for NSF charges. We have upgraded the merchant’s 3.4 POS software to resolve the date changing issue the merchant has experienced.   Going forward the merchant will no longer have difficulty with this issue.   Our customer service supervisor has confirmed that the merchant has received all funds owed. Should the merchant have any other concerns or questions, please contact customer service at 1.800.201.0461 to resolve any further concerns they may have. Nothing contained herein should be deemed an admission or waiver of Harbortouch’s rights under applicable law. Harbortouch expressly reserves all of its rights, remedies and defenses in law or in equity. Legal Group Harbortouch

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:Why is Harbor Touch continuing to skirt around the fact that my signature was forged?  If the Account SetUp/Placement Form is not a part of said "contract", then why is it required, why was my signature required, why was a copy of it in my file?  How am I supposed to trust a company that not only allows forgery of their customers signatures, but refuses to act upon the forgery.Of course I did not complain in the first 11 months of doing business with Harbor Touch.  I had no idea that my signature was forged, as copies of my paperwork were never given to me.  A neighboring business ([redacted]-Owner) questioned a charge on her bill and requested copies of her contracts.  She noted on her Account SetUp/Placement Form that her signature was forged.  She relayed the information to me, and I called Harbor Touch to ask for copies of my contract.  I SPECIFICALLY asked for copies of my "contract" and my  "account setup" forms.  I was only sent copy of the "contract".  I had to call the company AGAIN and ask for the copy of the "account setup" form.I do not recall ever signing my name, either electronically or "pen to paper" as you call it to the Account SetUp form.  And as I stated before, even if it were an electronic signature, I would not change my writing style just because there was not a pen in my hand.  And IF the account setup form was signed electronically, as your company has stated, why would there be an "ink blot" (as if the pen had "rested" or "paused") when signing from the "*" in my last name to the "*" in my last name.  I feel as though your company is just making excuses for forgery.This is an outright forgery and I am appalled that I have to continue to fight with your company about this.  You have zero respect for your customers and it shows.  Instead of admitting the forgery and allowing me out of this contract, your company continues to stand by it's excuses and not admit that there is a problem here.I want my contract cancelled with your company, with no cancelled contract fees and no repercussions on my personal or business credit.  Just admit that you have a forgery problem with your company.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Thank you so very much for helping me resolve this issue!  I truly appreciate your assistance and prompt attention to my concerns! I really appreciate the fact you knew who to contact to bring attention to this matter, as I was not successful in that task.
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 entered into two (2) distinct contracts as detailed below.Merchant Transaction Processing AgreementOn October 7, 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.  Point of Sale Service AgreementOn October 7, 2016, the merchant entered into a Harbortouch POS System Service Agreement (“Service Agreement”). The Service Agreement governs the terms and conditions whereby Harbortouch agreed to provide the merchant’s business with a POS system, at little to no upfront cost, based on 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. We refer the merchant to the Service Agreement Terms and Conditions Section 2. Exclusive Processing Requirement.  Section 2.b. specifically addresses the non-processing fee.   The Processing Agreement Section 2 Merchant Profile specifies the monthly volume the merchant expects to process using Harbortouch processing services.  Section 8 Service Charges shows the monthly minimum of $25.00.  The merchant agreed to the contractual terms of the Processing Agreement when they signed the Agreement.  The Processing Agreement has an early termination fee (“ETF”) detailed in Section 16 of the Processing Agreement and the Terms and Conditions Sections 4 and 5. The Service Agreement has an early termination fee (“ETF”) detailed in Section 3 of the Service Agreement Terms and Conditions.  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.   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 as Answered]
 Complaint: [redacted]
I am rejecting this response because:All their response is saying is that they have escalated the complaint to management.  They are offering no remedy to the complaint.
Regards,
[redacted]

A member of our management staff has contacted the merchant
regarding the issue.  The merchant has
been provided Log Me In access.  Our Account
Resolution Manager is continuing to work with the merchant address their
concerns. 
Legal Group
Harbortouch

We are sorry to hear of the merchant’s dissatisfaction with
Harbortouch 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 19, 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. 
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.  
After a detailed review of the merchant account, Harbortouch
has closed the merchant account in its database on January 11, 2016 and has
written off charges totaling $923.00. 
On February 23, 2016 Harbortouch received delivery of the
processing terminal from the ISO.There has been no derog placed on the merchant's credit. 
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.Merchant Account
[redacted]
Harbortouch
has closed the merchant account on August 5, 2015.   The amount in collections totaling $25.90
was written off.
Merchant Account
[redacted]
Harbortouch
closed the merchant account on July 1, 2015. 
The last billing for this merchant account was on June 2, 2015 in the
amount of $12.95.   Both of the merchant's accounts are closed with no balance owed to Harbortouch.  The merchant
has no further obligation to Harbortouch.
 
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 you a satisfied Harbortouch customer.After a detailed review of the merchant account, Harbortouch has determined that the merchant requested cancellation of the merchant account during the trial period.   Harbortouch is writing off the balance in collections.  The account was terminated in our database on June 8, 2016.   No further charges will be billed to the merchant account.  The merchant has no further obligation to Harbortouch. 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.
Harbortouch was contacted by the merchant on 8/5/2015
stating that the terminal was not functioning properly and that she could not
process credit transactins. Harbortouch made several attempts to troubleshoot
the terminal problems that the merchant was experiencing.  On 8/5/2015 Harbortouch promptly forwarded a
swap terminal overnight with no cost to the merchant and also provided backup
service for the merchant to process credit transactions until she received the
replacement terminal. 
The denied transaction the merchant mentions in her
complaint is due to the cardholder’s card not being valid.
 The denied
transaction was not caused by Harbortouch or by the terminal.  A denied transaction would have occurred
whether or not the terminal was being used to process the transaction. 
Harbortouch has issued a courtesy credit of $100 to the
merchant.
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 November 27, 2012 the merchant entered into a Harbortouch Merchant Transaction Processing Agreement (“Processing Agreement”). The Processing Agreement governs the terms and conditions whereby Harbortouch agreed to provide the merchant’s business with processing services for credit/debit card...

transactions. The Processing Agreement consists of the Merchant Application and the Terms and Conditions, together with its addenda, attachments and schedules.  A copy of the Merchant Application is attached. The merchant received a copy of the Terms and Conditions prior to signing the Merchant Application. However, you may also access the Terms and Conditions at www.harbortouch.com/terms.  The Processing Agreement is for a three (3) year term and automatically renews for consecutive two (2) year periods. On March 17, 2014 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 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. 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 cancellation form was sent to the merchant’s email address on July 6, 2017 for signature and return. Harbortouch never received the signed and dated form from the merchant, therefore the account remained active with charges accruing.  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 terminated the merchant account in our database on August 14, 2017 with early termination fees applied for the Processing Agreement and the POS Service Agreement. A current balance is in collection in the amount of $563.94. We encourage the merchant to contact our collection department at [redacted] to settle their account. All processing fees and charges incurred by the merchant are valid in accordance with the terms and conditions of the Processing Agreement and the POS Service Agreement.Nothing contained herein should be deemed an admission or waiver of Harbortouch’s rights under applicable law. Harbortouch expressly reserves all of its rights, remedies and defenses in law or in equity. Legal GroupHarbortouch   Legal GroupHarbortouch

After a detailed review of the merchant account, Harbortouch
has determined that the merchant’s account was closed in our database on
February 5, 2016.   We have written off
the amount of $482.50.   The merchant has
no further obligations to Harbortouch.
Legal...

Group
Harbortouch

Harbortouch reiterates all of its prior responses. Legal GroupHarbortouch

The merchant account was opened in August 2015.  There was no communication from the merchant over the period of 11 months indicating the account was fraudulent prior to the filing of the initial Revdex.com complaint. Instead, over the period of 11 months the merchant processed over 400 credit/debit card transactions totaling over $14,000 utilizing Harbortouch equipment and services without communicating a fraudulent account until the filing of the Revdex.com complaint. Per the merchant’s Revdex.com rejection on 10/7/2016 in this forum, copied below, on she states she does not dispute the signature on the Merchant Transaction Processing Agreement.  The binding contract between the parties. What Harbor Touch is refusing to acknowledge is that I am NOT debating my signature on the "Merchant Transaction Processing Agreement-Merchant Application".  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

Harbortouch
reiterates all of its prior responses.
 The
manufacturer themselves have indicated the ECR does not provide EBT capability
and will not be offering that option in the future.  This is not in
Harbortouch’s control.The
solution Harbortouch is offering is to utilize a [redacted] as a standalone terminal
that is capable of debit/EBT transactions and the receipt prints EBT
balances.  The [redacted] also offers EMV capability for added security.The
[redacted] terminal is not integrated with the ECR but operates as a
standalone terminal.Harbortouch
does not advertise the ECR as integrated with a terminal but functions
with a transaction processing terminal. 
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 in our prior response.
The merchant has the choice
of  two options available.   Accept the solution proposed with
the [redacted] terminal or cancel his merchant account with the applicable ETF
charged to his merchant account.
 This is our final proposal and
response.  
 Legal Group
 Harbortouch