Stillwater Graphics

We have received your request and hope to have a resolution on this matter by the end of this week. Thank you

Dear ***,I have stopped the termination collection effortsIn good faith I am also refunding ME fees from Aug - Dec in the amount of $Jan and Feb ME fees rejected and were never collected by IntegrityI hope this resolution is satisfactoryIf you would like to
discuss further please feel free to reach out to me at any timeSincerely, *** ***VP Operations | Integrityg***@integritypays.com | (*** ***

Complaint: ***
I am rejecting this response because: I have not only provided receipt, paid for the item myself so my customer was affected by this dispute and the account was not known to me, that it was cash and carry, and my amounts of transactions set up with Integrity were anywhere from $to $2, It does not make sense to open an account and use a company that cannot support the services I provide I requested proof of this, and it was not submitted to myself either It seems merchant services is not a regulated businessThe amount being held is not even at 50%
Sincerely,
*** ***

Dear Mr ***, Thank you for reaching out to usI am looking into this matter and will have a resolution early next weekYou can certainly reach out to me at anytime if you have any additional questions Sincerely, *** ***Vice President of Operations |
IntegrityEmail: g***@integritypays.comPh: (847) ***

(The consumer indic*ted he/she DID NOT *ccept the response from the business.)
Our comp*ny will *ccept the response once we receive * refund *nd *lso receive * notice through m*il or em*il with * written st*tement st*ting th*t the *ccount h*s been closedWe h*ve been told before th*t the *ccount
h*s been closed, but the comp*ny keeps debiting our *ccount

Initial Business Response /* (1000, 5, 2015/03/19) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: **@***.com
The merchant sent a termination letter to IPS based on dissatisfaction with a third party POS
Per section E of the IPS merchant
processing section there is a $early termination feeWe "netted" her termination fee against $in sales processed on 2/
Subsequently, *** decided to process with IPS again to avoid early termination fee
We have since tried to restore the money to her account but it continues to reject
We would like help *** recover her funds*** *** our VP of Operations has reached out to the merchant to help reconcile the issue
*** is also free to call XXX-XXX-XXXX and ask for *** ***
Initial Consumer Rebuttal /* (3000, 7, 2015/03/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I find it interesting that I am still being charged as of 3/9/but Integrity has been unable to refund my account for almost two monthsI told them that my account is only to be reactivated under the condition that $was to be returned since I should have never been charged that amount in the first place
They claim that my bank account is "closed" and they were unable to refund meI contacted my bank 3/19/and spoke to *** *** from *** Bank and there is no such transactionMs *** explained that there should be no reason that the refund from Integrity would be rejectedIt does not make sense that they can continue to take money from my account but cannot refund me
Besides the $that Integrity has held from credit cards I processed, Integrity have been able to take their service/processing fees from that amount as well
When I signed up with Integrity I signed no such thing saying that there is a termination feeI specifically asked *** Payments (Integrity's sales reps) if they had a termination fee before I signed the paperwork***'s sales rep comforted me that are no termination fees and all I needed was to send an email
I spoke with *** from *** Software and I was told that *** Payments sells Integrity and Integrity sells *** She seemed to be pretty confused about that set up as wellApparently, the selling party will tell you one thing to reel you in as if you are signing up with them (such as zero termination fee)They have you fill out paperwork then they turn you to the other company with understanding of how it worksTheir tactics are unethical and designed to scam their customers
Integrity has not been able to follow through with their servicesContinuous errors and fails when I run credit cardsSome transactions would work only if I typed in the credit information; conveniently Integrity charges more for typing inThe cards they claimed to have "insufficient funds" I was able to run with no problems through my previous merchant account; *** (a phone app separate from all companies involved)Rarely did credit cards go through on the first tryI was only willing to keep trying because I really like *** Software and I was hoping they would be able to fix these issuesIntegrity is the merchant account they require to work with their software
I called *** *** 3/17/and left a message with my name, number (repeated twice) and mentioned Revdex.com and received no response
Final Business Response /* (1000, 18, 2015/04/17) */
This case was resolved favorably
The customer received their refund as requested
Further, this was documented in our previous response
We believe the Revdex.com is in error for recording that there has not been resolution, and we are appealing this decision and our score change from an A to a B+
Case ResolvedRevdex.com says unresolved
message
*** *** Fri, Apr 17, at 1:PM
To: *** ***
In our previous response to:
Case #: XXXXXXXX
Consumer: *** ***
We said we agreed to give the customer the refund and were having trouble (on customer's end) to move money into her account (because our payment gateway was getting blocked)We had to issue a checkThe check has been received and cashed by the customer
Revdex.com scored us as unresolved and changed our grade from an A to a B+I am formally opening an inquiry and appealing this decision
In all fairness, I will be relentless until our grade is restored
-cc
*** ***
Head *** at More ***
pXXX-XXX-XXXX x
c*** @***

Complaint: ***
I am rejecting this response because: I simply wish the business concerned to understand why we are canceling our agreement No further action required
Sincerely,
*** ***

I'm very sorry you've had a bad experience. I've reviewed the MID in question and I do see charges for unreturned equipment sent to you in hopes your phone lines at the location would allow for chip transactions to successfully process. I do see our staff made every attempt to help resolve transaction communication issues.  I also reviewed your other MID registered with Integrity and noticed a significant amount of volume processed in 2017 until the account was closed on.As it relates to monthly charges you were charged for the first month the account was open and in good faith we waived the next four months of fees before the account was closed. I will be happy to refund any monies owed to you for the return of equipment we shipped.  Sincerely, [redacted]

[redacted] was underwritten for 100% cash and carry. The transaction in question is  15 times greater than what [redacted] personally guaranteed she would process as an average sales item. In addition, this  sale was a down payment taken for a specialty item that has not been...

delivered. We instructed our customer to process a return and accept another form of payment for.  We will hold the funds for 180 days or until her customer takes delivery of the custom item.  The best option is to process a return and accept another form of payment.  Our intention is not to disrupt business. We can certainly reach out and explain our underwriting policy and well as our rights as a Acquirer to hold a merchant to their signed agreement as well as hold funds for verification.

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. Even though it states my complaint is with the wrong company, which it clearly is not, my compliant is with inegrity and them alone. They did say the fees will stop and I won't be getting charged anything else. That is all I've wanted.  Thank you. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/01/22) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: **@morecababge.com
Our [redacted] states that in the event that any unforeseen circumstance prevents IPS from making the funds available the...

following morning, the funds will then be made available in accordance with IPS's "Fast Funding" schedule. Merchant signed this agreement 11/28/2011.
The remedy in the event deposits are not made in accordance with the "Fast Funding" schedule is limited to a pro-ration of monthly fee.
IPS DID work with [redacted] at [redacted] to remove all NSF fees from account. IPS is more than willing to work with the merchant if they can provide proof of overdraft form bank.

Dear [redacted], Thank you for bringing this to my attention. I want you to know I have personally looking into this and my commitment to our customers satisfaction is critical. In this case it appears we've failed to achieve this goal.  The held funds have been released and no further action...

is needed on your end.  It also appears you may be a candidate for our clear pricing program which indeed is simply a % of your sales being charged. If this is what was expected then we can certainly accommodate this program. My boarding team entered your rate and free structure as it appeared on the signed agreement and we do have the ability to adjust rates and fees  in cases like this and when the need arises to customize pricing to meet specific needs. Again, I sincerely apologize for the confusion and misunderstanding. If you need anything else please don't hesitate to email me at g[redacted]@integritypays.com Sincerely, [redacted]Vice President of Operations | Integrity(847) [redacted]

Good Afternoon, First, I want to express my sincere appreciation for your business. I've been informed that you worked through this issue with our Risk Management department and have agreed to terms of payment. If you desire other action be taken by Integrity please email me directly at...

[redacted]@integritypays.com. I am more that happy to help in every way I can.  Sincerely,  [redacted]Vice President of Operations | Inregrityph: ([redacted]email: [redacted]@integritypays.com

Dear [redacted], Yes, your account will be closed with no further fees being assessed. I am sorry you will no longer being doing business with Integrity. Revdex.com complaints can be very damaging to any companies reputation and although your  Revdex.com complaint is directed at the wrong company we do take complaints very seriously and on behalf of the sales entity that established your fee structure we want to address this issue head on and bring resolution. On July 19, 2017 you signed a personal guaranty establishing an account with Integrity Payment Systems LLC to accept credit cards. You signed an agreement to accept credit cards at fees different from the fees you claim Integrity implemented without your knowledge. Integrity was presented with an application for underwriting with your signature attesting and  guaranteeing you would comply with all rules and regulations regarding the acceptance of credit cards including payment of fees. Although you were not able to fulfill the obligations of the  agreement you signed; in good faith Integrity decided not to pursue any further action. We realize you work very hard and owning a business is not easy. I hope I have been able to resolve this matter and you are satisfied with the outcome. If you have any questions at all please feel free to contact me via email or phone.  Sincerely, [redacted] Vice President of Operations | Integrity(847) [redacted]g[redacted]@integritypays.com

Thank you for your response. Please help me understand how I can further assist you in this matter. Sincerely, [redacted]VP of Operations  | Integrity

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.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/08/06) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX [redacted]
Contact Email: **@morecabbage.com
We are going to issue a full refund within 5 days.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/12) */
(The consumer indicated he/she...

ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/08/31) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX x11
Contact Email: **@morecabbage.com
On 8/12/2015 we came to terms with this merchant and have it on record. Merchant agreed to these terms with the addition of an additional...

two months of refunds for Integrity Advantage program.
The transaction was processed and this complaint was issued one day after the refund was transferred to merchant's account via ACH.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We did NOT agree.. I accepted the refund they offered but it only came after months of arguing AND it is not the full amount owed back to me (the full amount that was unlawfully charged to me over the period in which I processed with this company)... I was charged for things I never agreed to including use of a machine I never had or used, and I believe I am entitled to a FULL refund since this was not my mistake but I was the one that had to pay for it financially.
Final Consumer Response /* (4200, 11, 2015/09/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not a resolution as of yet. We have spoken with a representative of Integrity Payment Systems to discuss a refund of these fees. We were supposed to hear back several days later but haven't heard back as of yet. We appreciate the attitude of the representative who contacted us as he seems much more courteous and professional than the other representatives we've worked with through this company... However, I cannot accept this as a resolution until we've actually come to an agreement on a refund amount that we are happy with.
Final Business Response /* (4000, 20, 2015/10/13) */
This was resolved with the merchant on Oct 6. See below.
From: [redacted] mailto:[redacted]@poisenart.com
Sent: Tuesday, October 6, XXXX X:XX PM
To: [redacted]
Subject: Re: Settlement Amount
[redacted].
I accept this settlement. Please go ahead and progress.
Thank you for addressing this.
-[redacted]
On Oct 6, XXXX X:XX PM, "[redacted]" wrote:
[redacted],
Thank you for speaking with me today. As discussed, IPS will refund the following fees.
* Integrity Advantage $133.00
* Easy PCI $72.00
* Compliance regulatory fee $65.34
Easy PCI is being reduced to $5.95. Compliance regulatory fee will be refunded and charged $3.63 going forward. Please confirm via email and I will get the refund out this week. Thank you for your patience and please reach out to me if you need anything in the future.
[redacted]

Initial Business Response /* (1000, 5, 2015/05/06) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: **@morecababge.com
The VP of Operations at Integrity Payment Systems has spoken with [redacted] and is in the process of refunding the termination fee as...

well determining if any other fees will be refunded.
The merchant did process sales from 9/14 - 2/15. So interchange and processing fees cannot be refunded.
We have a copy of the signed merchant agreement which shows who IPS is. Now that said, [redacted] also had a conversation with a Merchant Advocate [redacted] on 8/29. [redacted] explained who IPS is and what role we play in conjunction with [redacted] informed [redacted] that we received incorrect or bad account information so we were not able to deposit or debit fees. This was finally resolved and her deposits were made promptly.
We failed in not following up about pricing concerns, and we do apologize for this.

Per our merchant processing agreement we require a merchant to notify us of termination. IPS would like to settle for half of the amount she is asking for. Our decision is based on not receiving a termination request and our policy of refund 90 days of funds. Our Processing agreement states...

merchants have 30 days to report any billing they feel is not correct.