Sphyra

Whoever the people are "behind the curtain" within this company should be fired and never allowed to have any association with any business that works with the public. Sphyra is wasting their money on any marketing or advertising, "training", management or admin period. It all starts from the top.
It's easy to teach employees to not be solution driven, to talk to customers with an antagonistic tone, to not follow through on their commits to customers and to give customers the run around on the phone. It's a challenge to train employees to be solution driven. Sphyra, LLC has chosen to take the easy way out.
In Summary:
Already unhappy with the limited exposure to the Sphyra representatives and their snippy attitude, I advised the business owners to change processors.
I was given a specific monthly fee that would be charged to us if we did not run any credit cards through their machine.
No monthly minimum and a $9.95 fee for the remaining 24 months in our contract.
Should I choose to cancel the service immediately, it would be $250 fee.
Being comfortable with my math, I opted to pay $9.95 a month for 24 months.
I moved our business to another merchant processor.
A $25 "didn't meet the monthly min." fee was added to the next statement.
I called and after 30+++ minutes was given a monthly "credit" for $25.
The only customer friendly action from this company was that the person I spoke to about the fees actually took notes! Good on ya!
The rest was all down hill.
I faxed a cancellation form to them in August.
In December, we were hit with the PCI compliance fee that was to be split into two payments: $70 in Dec and $90 in January.
I again called in to dispute this charge.
Being a reasonable person that is comfortable with her math, I have a clear understanding that $240 is LESS than $250 termination fee AND a $160 PCI fee.
In December, I was unfortunate to speak with one of their reps that told me the PCI fee was not in their control.
No joke. That "...Visa, Master Card, Discover and American Express charge that directly and we can't stop the fees" Really? I don't need to elaborate.
Being reasonable, I did not fight for a credit for the December PCI fee: I just wanted to be done with this company and move forward. I did press for us NOT to be charged in January for the remaining $90 fee.
I called back and spoke to a "level 3" manager and was told that the shop would not be charged the PCI fee in January.
I re-faxed the cancellation form and was told to expect a call back with the resolution: Possibly a "credit" for the December fee and to not be charged in January.
No call back, of course, however we did received a notice in January that they had charged, in fact, the $99.95 for the monthly and final PCI fee.
This company is mad and anyone that knowingly works with this processor is completely mad.
Stay away from Sphyra and any processor that works with them. Merchant Services Direct lost our business due to their tie to Sphyra.

I had scheduled an appointment with a sales rep which never happened because of a failure to show. And after reading the reviews on this website, I'm sure glad of that. I asked very specific questions on the phone as to fees and minimums. The same promises that were made to others were made to me, such as .5% transaction fee. I guess the old rule applies in this situation: "If it is to good to be true, it probably isn't true". I thank all of you for your imput, and hope all of you that are having problems with this company have a happy resolution. I know that I plan to be more cautious in the future.

Review: I feel totally ripped off by this company. They are deceitful and crooked in their practices. I was approached by a representative that wanted to show me their credit card services. The young man filled out paper work even though I said I was undecided about transferring my business to their company. I wanted to compare prices with my processor. He said he would not process me till he checked back with me. I did not hear back from him and in a few days I received a terminal. I was furious and called the company. I returned the terminal unopened and called the company and stated that I did not confirm this and was very upset that he processed me any way. I did not want to switch to their company when their practices were so underhanded.They have a voice recording of that conversation. I was sent a cancellation form which to the best of my knowledge I sent back. I never received a call telling me there was a problem with it not coming back. I have NEVER used there company. I have not processed a dime with them and I found out that they have been charging me for approximately a year and a half around $700. dollars worth of charges. I thought the charges were from my current processors and did not question it. After finding this out I contacted them and they have told me that they cannot give me my money back because they did not receive my cancellation form. They have all recordings of my dealings with them.. the fact that I was tricked by their salesman, the fact that I did not want to use their company for processing. The fact that I returned the terminal, The fact that I have never processed a dime and they still can't give me my money back.I am so upset and frustrated that have cheated me this way. It is underhanded, crooked, and very sad that they are able to deny me my money back. Conveniently their salesman no longer works for them. I should have had a representative call and check as to why there was no activity in this account and a follow up on the cancellation form. Ethics! Ethics!Desired Settlement: I would like to receive my money back from this company. Every representative I talked to stated that my phone conversations were recorded and they had record of all the history. They neglected to check back with me and make sure that I had filled out the form properly. I did not know it did not go through. This company has been deceitful from the very beginning. I feel that a voice recording should be enough. I deserve my money back!

Business

Response:

Hi [redacted],

This email is in response to the above referenced Revdex.com complaint from [redacted] of [redacted]. Please accept this email as the formal response on behalf of Sphyra.

This merchant sent me an email the night before she filed her Revdex.com complaint and posted on our company [redacted] page. It is unfortunate that she did not allow us time to properly investigate this matter and offer her a resolution before filing a Revdex.com complaint.

On 5/As explained to the merchant on a telephone call on 11/4/13, we would like to offer her 3 months of refunds and a waiver of the ETF to get her account closed. This represents the amount of time that lapsed from when the merchant opened her account (allegedly the account was not supposed to be opened), until the time she contacted us for closure. We sent her a closure form as promised on June 25th, 2012. The merchant acknowledges that she received the form. The problem is, the merchant claims to have sent us back the closure form; however, we did not receive it. We checked all systems and emails to ensure we did not receive it.

This matter can easily be resolved and they could potentially be entitled to more refunds if she forwards us the email she claims to have sent us with the completed closure form. We explained this to her on the phone on the 4th; however, she was not willing to work with us.

Thank you,

Resolutions Manager

[email protected]

(P) ###-###-#### | (F) ###-###-####

Review: I was approached by a Merchant Services Direct salesman in June of 2012. The salesman was very pushy and insisted that the credit card processing would work exactly as I explained that it needed to with Quickbooks. I was attimate that this service MUST integrate with Quickbooks seamlessly. After 4 months, still no luck. I was charged a $150 setup fee and about $65 dollars every month to date (11/8/2013). I called in and requested a cancellation in October of 2012 with all fee's waived. I was told that I would have to try working with their technical department to integrate MSD Pay with Quickbooks. After hours and hours of trying again, no luck. This company has taken over $1000 of my money and I have not had a single successful transaction processed. I called again, today 11/8/2013 and still the representative told me that I would have to wait to until the cancellation could be approved through the manager again. Over a year later and this is still not resolved. I do not care that there was a contract. I specifically told the rep that if this service did not work for our business that I did not want it. DO NOT DEAL WITH THIS COMPANY!Desired Settlement: I would like all fee's returned, the initial $150 setup fee refunded and the cancellation fee waived. The the account closed forever.

Business

Response:

Dear [redacted],

This email is to respond to the above referenced complaint. Please accept this email as the formal response on behalf of Sphyra.

This merchant claims that we were never able to integrate his account with Quickbooks; however we called him three times in October 2012 to get him set up to integrate with Quickbooks. The merchant never returned our calls.

We will gladly refund the merchant monthly fees for the months he was unable to process because he wasn’t set up correctly up to the time we tried to contact him to get set up. At this time, we are offering to refund the following: June 2012-September 2012 monthly fees: $25 monthly minimum and $5 statement fee. The total refund, upon his acceptance of this offer, will be $120. Additionally, for this merchant’s trouble and in an effort to end this matter as amicably as possible, we will waive his ETF.

We are still able to service this account for the merchant if he chooses to stay with the company. We can get him set up with Quickbooks if he calls us to complete the integration. We can also do a full rate review to potentially save him even more money if he chooses not to close his account. If the merchant still wants to close his account, the offer above stands. He will need to complete the attached cancellation form and return via fax to: [redacted] or by mail to the address below.

Resolutions Manager

[redacted]@Sphyra.com

[redacted]@Sphyra.com

Consumer

Response:

[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]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

[redacted], Their reply is not accurate, regardless of what their internal notes reflect. I sat on the phone on 3-4 occasions for HOURS trying to get the integration to work. Different reps, different departments, manager, sales rep, etc... The plug-in for Quickbooks was available but did not work at the time for Quickbooks Premier 2012. Nobody could help me and no voicemails were ever left with our company which I never replied. Emails were also exchanged. The last time in 2012 that I spoke with MSD, I requested they close the account as no resolution had been made. That is the last I ever heard from them. Come to find out they never closed the account and they charged us since 2012 until present! I want every penny that has been charged to our business refunded. Any other amount is not acceptable. This company has done nothing but waste my time and money. I have read even the attorney general filed a lawsuit against them in early 2013. I am sure this is not the first case against this company and I can guarantee it won't be the last.

I HAVE NOTHING POSITIVE TO SAY ABOUT THIS COMPANY. AT FIRST THE AGENT SAID THAT HE WANTED TO EXPLAIN SOME THINGS ABOUT THE CLASS ACTION SETTLEMENT FOR MERCHANTS AND EXPLAIN THE FEES ON MY CURRENT STATEMENT. I WAS UNDER THE IMPRESSION THAT HE WORKED FOR MY CURRENT PROCESSING COMPANY BUT EVERYTHING CHANGED WHEN I MET WITH HIM.

TO MAKE A LONG STORY SHORT, I AM NO LONGER THEIR CUSTOMER. THEY TRIED TO WITHDRAW $700.00 FROM MY BUSINESS ACCOUNTS BUT LUCKILY I HAVE A GREAT BANK AND THEY REFUSED TO PAY THEM. ANYONE WHO IS THINKING ABOUT GOING WITH THIS COMPANY, YOU HAD BETTER THINK TWICE. IT SOUNDS GOOD IN THE BEGINNING BUT IT DRASTICALLY CHANGES FAST.

Review: Our account was closed and verified on 10/08/2015. On 11/03/2015 I noticed a $250 cancellation fee on my bank statement. I called and spoke with [redacted]. He stated that it was in my contract and I explained to him that it was marked out in my contract as well as initialed. He agreed and said that would be refunded back to me in 3 to 5 days. On 11/13/2015, I called back using another number. I spoke with [redacted]. He told me he would have to transfer me to customer service since they were the one who initiated the refund. After being on hold for a lengthy time, I called back. This time I spoke with [redacted]. I explained everything again and she began to transfer me to customer service and I told her that I only get put on hold forever. She told me they would have to be the ones to handle the refund. I told her on the Revdex.com website there was a number for refunds and this was it!!! She asked what number I called. I repeated it . Then she said yes and didn't understand why it was sent over there. She said she would have to get involved herself and would get back with me just as soon as she found something out. She said it normally takes 10-15 days for a refund. I told her that they had no right to take this amount to begin with and she said it was probably and accident. on 11/17/2015 I called and spoke with [redacted]. I told him I spoke with [redacted] and the whole story, he said he works closely with [redacted] and sees the notes she made. He told me he was going to check into it and get back with me.. Later that day he did get back with me and said because I require my refund to be in a check and not ACH, I needed to take a screen shot of the charges from my bank account and fax it to him. He gave me a number and said it was his fax line, that way it would come directly to him. I repeated the number [redacted]. This was at 4:30 pm. I prepared the document with the cover sheet, tried to fax it and. it was his voicemail. I left a message explaining that I was trying to fax the documents he requested but the number he gave me was his voice mail. I stated the time of 4:50 and that the business would be closing at 5. He could call and leave a message on the machine or call back tomorrow. 11/18/2015 NO PHONE CALLDesired Settlement: I just want my money back. I do not have time to always be on the phone trying to get back my money that they had no right to take.

Business

Response:

Good Morning,We sincerely apologize for the delay in getting refunds to the client. The client did call the bank to obtain a refund on 11/3/15. The bank did not process her refund request right away, and we apologize for the error. This refund was never in dispute, but there must have been an error in the process at the bank, as the original refund request was not completed. When the client called in to our direct support line on 11/13, our protocol is to send the call back to the bank to inquire into the refund. This client did not want to wait on hold, so a member of our support team let her know she would follow up with the bank to get the refund processed without her having to wait for a bank agent. In order to expedite the refund request, we recommended the client submit a bank statement to us showing proof of the charge, so we could request the refund on her behalf. We requested the bank statement from the client in an effort to expedite the refund on 11/13.

Review: This Salesman recently approached me & told me how he could save me money on credit card processing. He said "there is no contract", "no statement fees". I even asked him again about the contract because I did NOT want a contract.He had 2 pieces of paper that we went over & signed. He left without leaving me a copy. Once he left he never answered his phone or returned any of my phone calls. After seeing so many complaints on the Revdex.com site where people were told they had no contract just to find out they did. I asked for a copy of my paperwork. (This was probably a good month later.) If you read the fine print it refers you to a form of theirs that is 57 pages long. On page 29 there is a papagraph stating there is a 3 year contract with a $350 early termination fee.The salesman flat out lied about everything!! I see where other businesses were lied to like I was the their reply is that they don't have any "proof" that anything was done improperly. Because there are no witnesses to his lies. How convenient.These people treat customers like crap. Lie, sign them up, and move on.I want my "contract" terminated immediately & my fees (which weren't mentioned when we walked through the contract) refunded immediatly. I am a very small, struggling bakery that can't afford this kind of abuse. I totally feel tricked & lied to.Don't sign ANYTHING with these people. The salesmen lie & there managers back them up. No moral standards what so ever.Desired Settlement: Cancel my hidden contract immediately & refund all the hidden fees that I was lied to about. The $100.00 annual fee for example was never mentioned. I asked about batch fees & was told there wouldn't be any.$25.00 monthly service fee (was told there wasn't any)$5.00 statement fee (was told there wasn't any)$25.00 Min. fee because I wasn't running thru their company yet because I was still with my previous company (and they knew that.)

Business

Response:

This email is in response to the above referenced complaint. We have concluded our investigation and we have been in contact with the merchant to resolve her inability to process on her account. The contract term is valid and unfortunately we cannot cancel it without a $350 cancellation fee. However, since we do value this customer and her continued business, we would like to offer a resolution. The agent office owner, [redacted], was able to reach out to her to help her with the terminal issues she was experiencing. In fact, the account is active and the merchant is processing on a daily basis. In an effort to retain the account, we are happy to honor the agent’s original commitment to waive the monthly minimum on the account. We apologize for the delay. In addition to this, since the merchant is very upset with our services, we are willing to lower rates and fees that will give the merchant a total annual savings of $640 per year ($45/month)! Basically, the rates and fees currently associated with this account are as follows: $25 monthly minimum, $5 statement fee, $4.95 regulatory fee, $0.25 per trans on debit, $0.10 per transaction on credit, 0.5% discount rate above interchange, $99.95 annual fee, $0.30 per batch, and $129 PCI annual fee. What we can do is adjust the rates/fees, if the merchant agrees to stay with us. Here are the following adjustments we are willing to make: $0 monthly minimum, $5 statement fee, $4.95 regulatory fee, $0.12 per transaction on debit, $0.07 per transaction on credit, 0.2% discount rate above interchange, $0 annual fee, $0.15 per batch, $129 PCI annual fee. The savings quoted is only an estimate and is based on the volume that the merchant processes per month. As for refunds, we would like to offer a refund to the merchant in the amount of $40 for previous months fees and monthly minimum fees charged. If this is not a sufficient resolution to the account, we would gladly do a full accurate rate review if the merchant; however, they will send in a statement from their previous processor in order to do so. Please have the merchant contact our Customer Relations department at 877-928-0305 ext. 273 to go over which rates and fees we are going to be changing, if she decides to stay with us. We will also explain how we were able to accomplish the monthly/yearly savings quoted. Please note that these rates/fees savings will only be completed if the merchant agrees to stay with MSD. After the merchant calls in to speak with a Customer Relations Administrator, she will need to sign a Release in order to accomplish those rates and refunds. We hope that the merchant will retain their account well into the future with Merchant Services Direct and want to thank the merchant for their continued business. Also, Joel please do not publicly post the rates we are offering this merchant as they are better rates than we would typically offer to other merchants. In fact, we should make sure none of the offers of rates we have given via Revdex.com complaints in the past are posted, as they vary from merchant to merchant. Please advise if you can do this for us.

Thank you,

Consumer

Response:

[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]

about

I have reviewed the response made by the business in reference to complaint ID 9537457, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

First of all NOTHING has been fixed. I am processing, but through my phone line instead of the internet which I've complained about numerous times over several weeks. No one has come to my place of business to correct this.

Secondly, MSD has had ample time to refund the minimum processing charges, but they haven't. They only "apologize for the delay."

As I read their response to my complaint I see another charge that I wasn't told about, the PCI annual fee. I would like to know where that fee is located in my agreement. I am PCI compliant as I just paid for it last week. Regardless, I want them to tell me where to find the explaination of that annual fee.

I don't want to do business with this company at all. Who wants to work with a company that lies to them, hides the contract then never answers their phones or returns phone calls when you leave messages. Last week alone I left nine messages to three different people & only had one call returned. (And it wasn't my salesman or his boss, it was from Customer Service.) But when I called back it went to a voice mail (as usual.)

Once I signed the paperwork my salesman disappeared. When I called his boss to complain about things he told me he was fired for "unethical behavior". So, he knows what kind of a salesman he was but "can't" cancel my contract? I didn't hire him, I didn't train him, they did. THEY should pay the price for his "unethical" behavior, not me.

Why can't they cancel my contract? How is it a "valid" contract when I was told there was no contract. The paperwork I saw & I signed didn't mention the word "contract" anywhere! I would like them to show us where the word "contract" is mentioned.

He didn't leave me any paperwork. Several weeks later I had to request it. I had to do my own research to find the hidden contract . It was on page 29 of a 57 page document which my salesman never mentioned to me. Talk about deceitful and unethical.

Before signing I asked my salesman specific questions regarding a contract, annual fees, etc. He flat out lied to me!

With the kind of salesmen they have, the way they bury their contract, and how the word "contract" isn't on the paperwork anywhere, I feel completely tricked by this company. That is a terrible way to do business and a terrible way to treat people. I want nothing to do with this company. I will not accept anything less than cancelling my contract and refunding the fees. I've been charged.

Regards,

Consumer

Response:

[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]

I already answered this last week

I have reviewed the response made by the business in reference to complaint ID 9537457, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

Business

Response:

Dear [redacted],

In response to the above referenced Revdex.com response, please accept this as our formal response. To address the merchant’s concerns, we offered to lower her rates and unfortunately she has declined the offer. Our Customer Relations team has been returning her calls/emails throughout this entire process. We have given the merchant the phone number to our Technical Support department several times to get a resolution with her internet vs. phone line ordeal. It is her responsibility to call them to resolve the issue. The allegation that we are not answering her phone calls or returning her phone calls is completely false. We have been in contact with her constantly while this Revdex.com complaint process has persisted. In fact the attached email indicates that we have been very quick with our responses to her and that she does not have time for this. Our Customer Relations team is very busy and sometimes they do not have the ability to answer all calls that come through; however, they always return all voicemails within 24 hours. In reference to the complaint about the salesman, we are a little confused. The only person that has the ability to “fire” someone for unethical behavior is our corporate office in regard to an employee’s behavior. This specific agent was an independent agent of MSD out of the Tampa office. We were not aware of any unethical behavior on his behalf; otherwise, we would have terminated the agent’s contract, thus no longer allowing the agent to do business with us. I have spoken to the agent’s owner referenced in the complaint response, and he indicated that he never stated his independent agent was terminated for unethical behavior and that [redacted] actually decided to no longer sign deals for MSD on his own. He was not “terminated for unethical conduct” as indicated by the merchant in her complaint response. Also, the merchant alleges that we have hidden contract provisions as her defense for why she signed the contract. However, in her response to the Revdex.com and her email correspondence to our Customer Relations team, the pages that indicate the word “contract” are different on both communications. She also indicated that she never reviewed the documents, just signed them and that the agent did leave a copy of the contract with her at the appointment. Her story has many inconsistencies. This merchant has done nothing but bad mouth our company to the public. Unfortunately, we have done nothing but attempt to help her in the background. At this time, we are no longer interested in saving this account as they have made it clear that they do not wish to do business with us. The email communications we received from this merchant contradict her statements and therefore we must side with our agent on this. If the merchant wants to cancel their contract, they need to complete the cancellation form and return it to Customer Relations. I have attached the cancellation form to this email. Please have this merchant return the completed form to Customer Relations via fax at: ###-###-####. Thank you for your time [redacted], but unfortunately we are no longer in any position to make any concessions for this merchant. We will not be waiving the ETF on this contract either. It is really unfortunate that merchant’s continue to bad mouth our company publicly when we have done nothing but attempt to help them.

Senior Human Resources/Legal Administrator

###-###-#### Ext. 140 | Direct: ###-###-#### Fax: ###-###-####

Review: On May 8th, the Merchant Services Direct LLC s two Salesmen stormed into my business claiming they have very low rates of $.05per transaction and could save me $375 on the statement I showed him and he also wrote this amount down on the back of the statement envelope I showed him(I kept it very well now). He also told me that we are neighborhood business.He told me their service wont have any fees but just one time system setting up fee @ $195.99. Now I was charged the setting up fee @195.99 and "Early Termination fees" of $350 for this never been set up or used account and service. On May 22nd, I received an email from their Customer Relations Specialist II, [redacted] that my merchant account was set up and I can start to use it also with the attached contract which was revised the transaction rate to $.07(which I noticed later but not right away.) I told her this is a gas station we have pumps processing but not only a card processing machine they provided us. But her answer is from her system it shows we are good to go.( Actually the type of our system was marked and noted on the contract by [redacted], but obviously she doesnt read it and understand it at all.) I tried so hard to explain it to her, but she still insisted on You are all set. I have to call the reps, [redacted], who strolled into my store and lied to me but his phone says the service is not existing anymore (Tel No: ###-###-####). I have to call another rep whose name is [redacted] (Ph: ###-###-####) and tell him we need him to come to set up the machine. Two days later this guy came in but even did not touch anything at all and he said he did not know this system, he need to contact his head office to solve it. Then I kept waiting for another month and keep calling [redacted] who keeps telling me that their head office is working on it. Then I check the Revdex.com as I doubted their morality and ability. While I am reading the complaints posted on the Revdex.com, it seems to me I am reading the same story as it happened to me. Then I asked for closing the account that I never used and I was told by [redacted]:You will be charged more than $500.00 if you cancel the account. Read your contract , did you read it? and you are welcomed to cancel it and I do not need to talk to you anymore. she emailed me a cancellation form immediately. I shipped their equipment back to them on June17th and faxed the account Closure Form to them for this never been set up, never used account. Then my bankers and I, We called together from the bank and this time they answer the phone and I talked to [redacted] (I asked her last name but she wont give me) to tell her the reason why we have to cancel this account. She told us she is going to report to her management office and call us back. But 2 or 3 days later, she called me and told me she is going to have her technecian to give me a questionario. After that she can make the decision whether we are qualified by her to cancel the account without a charge. The next day she called me and left me a message said if I dont do the questionair as she required, she wont do anything for me. I called her back but nobody answer even if I left her a message and let her call me back. But since then, dated June 22nd, I never get a call back from their customer service. Yesterday afternoon, I received a statement from MSD for month ending 06/30/2013. There is only one item of this statement which is: Summary of Miscellaneous FeesMIN DISCOUNT 25.00STATEMENT FEE 5.00REGULATORY FEE 4.95**ADDITIONAL FEES 25.00 TOTALS CHARGES $59.95Then at midnight today I got a bank alerting email it shows MSD is transferring $350.00 from my bank account. Then I have to call my bank for disputing till 2:00 am. I have to file this complaint on this company: Merchant Services Direct, LLC through the Revdex.com.Desired Settlement: Merchant Services Direct LLC to close this we never used never set up merchant accout completely, stop charging us the cancellation fees $350.00) and refund us the setting up fees($195.99).

Business

Response:

This email is in response to the above reference Revdex.com complaint. A full investigation was completed on this account and all details were analyzed prior to crafting this response. We have reviewed all notes, recorded calls, contacted all agents and administrators involved. Please accept this email as the formal response on behalf of Merchant Services Direct.

First, please remove any personally identifying information from this publicly posted complaint. This merchant has listed our agent’s names and phone numbers. Please notify me when this information is redacted.

Second, the setup fee actually was rejected by the bank and the merchant never paid it. Please inform the merchant to check their bank account to confirm that they never paid us the set up fee.

Third, in regard to the many issues this merchant has had in setting up her account, we have attempted to offer a resolution on her account due to the lapse in time to get her gas pumps set up. There was some confusion and miscommunication with our agents, as they were expected to complete a POS inquiry form sooner than anticipated. This needed to be done in order for us to have the merchant’s [redacted] system reprogrammed. This was never completed; however, several of our administrators communicated this to the merchant and she was unwilling to allow us to get it done. She only wanted to cancel her account.

On 6/14/13, 6/17/13 & 6/18/13, our Customer Relations department made it very clear that the possibility of refunds and an ETF waiver were still on the table. The only way this was possible was if the merchant allowed us to complete the POS inquiry first. She was unwilling to do so and said she would contact her attorney for advice. Instead of returning our call and completing the POS inquiry form, she filed a Revdex.com complaint and closed her account. Despite what the complaint details that she posted state, [redacted] never received a return call from this merchant.

Please note this account has been closed as of 7/16/13 and is scheduled to be charged the ETF at any time, if not done already. Unfortunately, we aren't really sure what else to do since the merchant already closed their account and rejected every attempt we made to remedy the solution prior to the Revdex.com becoming involved. We apologize that we were unable to offer any further solutions.

Sincerely,

Senior Legal Administrator

Merchant Services Direct, LLC

Review: I was concern about two things before I sign with this company. First one is about "Next day Funding". Second, save a $500-$800 per month. Their Sale representative's(her name is [redacted]) got my word and stated me that guaranteed Next day funding, lowest cost and save a $545 per month then, I signed up with them. Since service started, there was no "Next day funding" so I called the customer service and ask about the funding. CS advised me a change the batch closing time on terminal. so I did, but I got only small amount anyway. After the one month tried out with them and I reviewed the statement and think it looks wrong. She said and wrote that I can save money $545 per month to compare previous company, but I paid around 3% per transaction that base on total sales amount which means $0 I saved. She lied to me. nothing better at all. She could't keep her word. She also didn't give me a copy of application when I sign up. many things screw me up.Desired Settlement: 1. contract needs to be canceled without penalty.2. reimbursement for the programming fee $1953. money back to me that she guaranteed $545 save per month

Business

Response:

This email is in response to the complaint referenced above. Please accept this email as the formal response from MSD regarding this matter.

We were surprised to have a complaint from this merchant due to the recent activity that was processed on the account at the time. We apologize for the delay in response, as we thought the merchant would close the complaint once they received verification from us that their requested changes had been processed on the account.

The agent on this account, [redacted], was very thorough with the merchant in having their account reviewed after their statement was sent out at the end of March. She agreed to meet with the merchant to go over everything and in turn the merchant agreed not to file a formal complaint against MSD. Kim received a voicemail from the merchant to stop by their

establishment to discuss the account on Friday, Saturday, or Sunday (4/12-4/14). Kim stopped met with the merchant on Saturday the 13th of April to discuss the account. The agent assured the merchant that she would get their fees lowered and work on the zero day hold. On Monday morning, she called MSD and had the rate changes and zero day hold processed. That same day we received a complaint through the Revdex.com from the merchant, as well as through our website portal.

Although the merchant did not follow through with their end of the agreement by not filing a formal complaint against MSD, we still lowered their rates per the agent’s request. This merchant’s rates were lowered and several fees on the account were lowered as well. These changes were officially processed through the bank on 4/25.

Please have the merchant verify that their concerns were handled according to what the agent had promised. If the merchant is still unhappy with the service, or has additional concerns that the agent was unable to assist them with, please let us know.

Senior Human Resources/Legal Administrator

###-###-#### Ext. 140 | Direct: ###-###-#### Fax: ###-###-####

www.MSDMerchants.com

A company rep from Tampa called me today. Told me that they could provide accounting software and credit card processing rates of just .5% on Visa/MC/Discover/Diners. They did say [redacted] plays by its own rules. No wonder why [redacted] is the best company out there. Anyhow, got the same speech about saving money, and a company rep will come over and spend only 10 minutes. Heard this many times before, almost weekly as there are tons of these companies out there. I was also told they are a direct processor. After looking up just a few things on-line and then finding a F rating on the Revdex.com web site, my mind was made up before signing on with them. Adios. Sounds like the negative feedback on this company is greatly disproportional to the positive. Be cautious of them.