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 meI would appreciate this claim staying open since we had to try for months to close the account and another months have gone by with no assistance in repayment We have been told many times that they were "working" on the problem Sincerely, [redacted]
Dear Mrs [redacted] Thank you very much for bringing this to my attentionI want to assure you I am looking into this and will make sure all monies due you are refunded ASAPI will send a follow up email to the email address you posted in the contact portion Sincerely, [redacted] Vice President of Operations Integrity LLC g [redacted] @integritypays.com
[redacted] was underwritten for 100% cash and carryThe transaction in question is times greater than what [redacted] personally guaranteed she would process as an average sales itemIn addition, this sale was a down payment taken for a specialty item that has not been deliveredWe instructed our customer to process a return and accept another form of payment for We will hold the funds for 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 businessWe 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
Dear Mr ***, I apologize for any inconvenience and confusionIntegrity wants your processing business and not a termination feeI can also confidently say that the [redacted] has been a great representative of Integrity and this complaint is out of the ordinaryIn good faith I am waiving the termination feeTerms of termination are detailed in section 13E of the merchant processing agreement terms and conditionsAgain, I sincerely apologize for any misunderstanding and hope to have the opportunity to review your pricing and exceed your expectationsPlease feel free to reach out to me directly via email or phone Sincerely, [redacted] Vice President Of Operation at | Integrity phone: ( [redacted] email: g [redacted] @integritypays.com
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 I have instructed the company on how and where to send the refunds Sincerely, [redacted]
Initial Business Response / [redacted] (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/- 2/So interchange and processing fees cannot be refunded We have a copy of the signed merchant agreement which shows who IPS isNow that said, [redacted] also had a conversation with a Merchant Advocate [redacted] on 8/ [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 feesThis was finally resolved and her deposits were made promptly We failed in not following up about pricing concerns, and we do apologize for this
Good Afternoon,
First, I want to express my sincere appreciation for your businessI've been informed that you worked through this issue with our Risk Management department and have agreed to terms of paymentIf you desire other action be taken by Integrity
please email me directly at ***@integritypays.comI am more that happy to help in every way I can
Sincerely,
*** ***
Vice President of Operations | Inregrity
ph: (*** ***
email: ***@integritypays.com
Initial Business Response /* (1000, 7, 2014/05/30) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: **@morecabbage.com
This was already submitted to your system on 5/
Mr*** contacted IPS on 7/17/regarding terminating accountDuring the
initial stages of the conversation the call disconnected, and we did not finish conversation regarding terminating accountWe attempted to call merchant right back but Mr*** did not answer his phoneWe then called again on 7/and left a message for Mr*** to call us backMr*** returned our call two weeks later on 8/12/and requested to terminate account citing he had switched processors
***, a merchant advocate for IPS, informed Mr*** of the $termination feeMr*** then stated that he was told he would not have to pay a termination fee as part of his cash advance termsAfter reviewing the merchant processing agreement *** determined there was no signed agreement nor an amendment supporting merchants claimMerchant was informed of termination fee and pursuant section of the merchant processing agreement merchant is required to send written notification of intent to terminate processing agreementOn 5/IPS spoke to the merchant and informed him of his termination feeMr*** indicated he would send in letter to terminate accountTo date we have not received a written notification to terminate
Regarding the Gift card programMr*** called IPS on 2/27/and inquired about adding this productWe called Mr*** on 3/5/with no response from himWe again called on 3/26/with no responseThe next call we received was Mr*** calling to terminate services
Regarding his claim of making multiple calls with no response our records show we called Mr*** on multiple occasions with no return call from him
IPS will terminate account XXXXXXXXXXXXXXX The *** *** IPS has not charged merchant a termination fee and will terminate account without assessing the termination fee of $
Initial Consumer Rebuttal /* (2000, 9, 2014/05/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Though I do not agree with their records of response time and follow through, I am satisfied with having my account closed without assessing early termination fees
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,
*** ***
Initial Business Response /* (1000, 5, 2014/03/14) */
We don't want her to be unhappy about thisWorld-class organizations care about their customers and the perception they have of usWe will be refunding the fee in it's entirety and would like to keep this relationship on good terms to
help her get her business started again
Consumer Response /* (2000, 12, 2014/04/28) */
The consumer indicated ONLINE that the business responded to this complaint to his/her satisfactionHe/she also stated:
The company was admirable in trying to resolve the situation by providing a prompt refund of the $feeThey apologized for the phone representative's error in not notifying me of the cancellation fee when askedI appreciate their quality in customer service by trying to resolve the matter quickly
Initial Business Response /* (1000, 5, 2014/07/07) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: **@morecabbage.com
IPS placed this $sale on hold because it fell outside the high limit amount the merchant stipulated on their merchant processing
agreement
The merchant was approved for a $average ticket size and a high ticket limit of $
What made this sale suspicious is the fact that it came in with an invalid authorization codeWe attempted to verify the sale with the issuing bank but they were unable to verify with the card holderWe also attempted to obtain a signed copy of a receipt from the merchant to help substantiate the sale with no success
After working with the merchant we finally obtained proper documentation to support the sale and after review we released the sale for deposit
We received the complaint on the same day we released the sale, so all should be resolved now
Initial Business Response /* (1000, 5, 2014/03/02) */
Contact Name and Title: *** ***
Contact Phone: XXXXXXXXXX
Contact Email: **@morecabbage.com
We have been in contact with the merchant and we agreed the best course of action is to refund the total amount less the termination fees
The merchant did not use our service during the time the account was open
(months ME fees)
-(Termination fee)
Total refund amount
I sincerely apologize for any inconvenience regarding the poor service you received and the subsequent billing to your account. Our records show that *** *** called Integrity Payment Systems LLC on 9/22/and spoke with one of our customer care agents requesting the
account be placed on hold for maternity leaveThis was to be an indefinite holdWe are more that willing to place an account in a Dormant status for reason such as business owners going on maternity leaveA customer care agent then reached out to *** on 9/24/2015 at which time she indicated she would like the account closed as she did not know when she would reopenIt does appear the account did remain open and *** was charged $for the months of October and NovemberBased on the call placed on 9/24/2015, to terminate the account, September would have been her last billing month. The October and November fees were refunded on 1/26/There was no December billingBased on the contact dates and requested termination date the refund amount due is $x (2months) = $I am more that willing to resolve this matterWe take customer feedback seriously and I would like to resolve this quicklyPlease help me understand what the $refund request consists of and I will make sure we address it right away
Sincerely,
*** ***
Vice President of Operations | Integrity Payment Systems, LLC
Dear ***,
I want to apologize for the confusion and misunderstanding surrounding your set up and billingIntegrity refunded the $equipment fee on 5/3/2016. It appears this debit was generated as a result of bad information provided upon approval. As it relates to the
bonus pay out, we are in the process of trying to validate who the customer isUnfortunately, Integrity has not been provided with the documentation showing who was referred. Stipulations of payout require certain processing volume over a certain number of days to qualify. If you can provide the name of the referral customer that would be greatly appreciate. I would also like to address the monthly minimum chargePlease tell us the best time to reach youYou can email me directly at ***@integritypays.com or call *** *** I would like to resolve these issues quickly
Sincerely,
*** ***
Customer Care Manager | Integrity
Initial Business Response /* (1000, 5, 2015/08/31) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX x
Contact Email: **@morecabbage.com
On 8/12/we came to terms with this merchant and have it on recordMerchant 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 agreeI 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 yetWe have spoken with a representative of Integrity Payment Systems to discuss a refund of these feesWe were supposed to hear back several days later but haven't heard back as of yetWe 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 companyHowever, 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 See below
From: *** *** mailto:***@poisenart.com
Sent: Tuesday, October 6, XXXX X:XX PM
To: *** ***
Subject: Re: Settlement Amount
***
I accept this settlementPlease go ahead and progress
Thank you for addressing this
-*** ***
On Oct 6, XXXX X:XX PM, "*** ***" wrote:
***,
Thank you for speaking with me todayAs discussed, IPS will refund the following fees
* Integrity Advantage $
* Easy PCI $
* Compliance regulatory fee $
Easy PCI is being reduced to $Compliance regulatory fee will be refunded and charged $going forwardPlease confirm via email and I will get the refund out this weekThank you for your patience and please reach out to me if you need anything in the future
*** ***
Mr***
Section 13E of the merchant processing agreement details terms of termination of the merchant processing agreementAlthough I don't see any amendment to this agreement stipulating the removal of the early termination fee I will, in good faith, approve a full refund
Initial Business Response /* (1000, 5, 2014/09/24) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: **@morecabbage.com
IPS has agreed to release the held sale and arrange for all further memberships to be split into multiple payments.
Merchant is now...
fully aware of our underwriting and processing guidelines. Terms of how memberships will be processed in the future will be agreed upon in writing.
Merchant specifically indicated he will contact the Revdex.com and attempt to have them remove complaint, because he is happy with the outcome and does not feel it warrants that a complaint in the Revdex.com system should remain as a negative factor against IPS's Revdex.com grading criteria.
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. I would appreciate this claim staying open since we had to try for 6 months to close the account and another 4 months have gone by with no assistance in repayment. We have been told many times that they were "working" on the problem.
Sincerely,
[redacted]
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 meI would appreciate this claim staying open since we had to try for months to close the account and another months have gone by with no assistance in repayment We have been told many times that they were "working" on the problem Sincerely, [redacted]
Thank you for your responsePlease help me understand how I can further assist you in this matter Sincerely, [redacted] VP of Operations | Integrity
Dear Mrs [redacted] Thank you very much for bringing this to my attentionI want to assure you I am looking into this and will make sure all monies due you are refunded ASAPI will send a follow up email to the email address you posted in the contact portion Sincerely, [redacted] Vice President of Operations Integrity LLC g [redacted] @integritypays.com
[redacted] was underwritten for 100% cash and carryThe transaction in question is times greater than what [redacted] personally guaranteed she would process as an average sales itemIn addition, this sale was a down payment taken for a specialty item that has not been deliveredWe instructed our customer to process a return and accept another form of payment for We will hold the funds for 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 businessWe 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
Dear Mr ***, I apologize for any inconvenience and confusionIntegrity wants your processing business and not a termination feeI can also confidently say that the [redacted] has been a great representative of Integrity and this complaint is out of the ordinaryIn good faith I am waiving the termination feeTerms of termination are detailed in section 13E of the merchant processing agreement terms and conditionsAgain, I sincerely apologize for any misunderstanding and hope to have the opportunity to review your pricing and exceed your expectationsPlease feel free to reach out to me directly via email or phone Sincerely, [redacted] Vice President Of Operation at | Integrity phone: ( [redacted] email: g [redacted] @integritypays.com
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 I have instructed the company on how and where to send the refunds Sincerely, [redacted]
Initial Business Response / [redacted] (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/- 2/So interchange and processing fees cannot be refunded We have a copy of the signed merchant agreement which shows who IPS isNow that said, [redacted] also had a conversation with a Merchant Advocate [redacted] on 8/ [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 feesThis was finally resolved and her deposits were made promptly We failed in not following up about pricing concerns, and we do apologize for this
We will *ttempt to process your refund *g*in this weekPle*se do not reject our depositTh*nk you
Good Afternoon,
First, I want to express my sincere appreciation for your businessI've been informed that you worked through this issue with our Risk Management department and have agreed to terms of paymentIf you desire other action be taken by Integrity
please email me directly at ***@integritypays.comI am more that happy to help in every way I can
Sincerely,
*** ***
Vice President of Operations | Inregrity
ph: (*** ***
email: ***@integritypays.com
Initial Business Response /* (1000, 7, 2014/05/30) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: **@morecabbage.com
This was already submitted to your system on 5/
Mr*** contacted IPS on 7/17/regarding terminating accountDuring the
initial stages of the conversation the call disconnected, and we did not finish conversation regarding terminating accountWe attempted to call merchant right back but Mr*** did not answer his phoneWe then called again on 7/and left a message for Mr*** to call us backMr*** returned our call two weeks later on 8/12/and requested to terminate account citing he had switched processors
***, a merchant advocate for IPS, informed Mr*** of the $termination feeMr*** then stated that he was told he would not have to pay a termination fee as part of his cash advance termsAfter reviewing the merchant processing agreement *** determined there was no signed agreement nor an amendment supporting merchants claimMerchant was informed of termination fee and pursuant section of the merchant processing agreement merchant is required to send written notification of intent to terminate processing agreementOn 5/IPS spoke to the merchant and informed him of his termination feeMr*** indicated he would send in letter to terminate accountTo date we have not received a written notification to terminate
Regarding the Gift card programMr*** called IPS on 2/27/and inquired about adding this productWe called Mr*** on 3/5/with no response from himWe again called on 3/26/with no responseThe next call we received was Mr*** calling to terminate services
Regarding his claim of making multiple calls with no response our records show we called Mr*** on multiple occasions with no return call from him
IPS will terminate account XXXXXXXXXXXXXXX The *** *** IPS has not charged merchant a termination fee and will terminate account without assessing the termination fee of $
Initial Consumer Rebuttal /* (2000, 9, 2014/05/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Though I do not agree with their records of response time and follow through, I am satisfied with having my account closed without assessing early termination fees
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,
*** ***
Initial Business Response /* (1000, 5, 2014/03/14) */
We don't want her to be unhappy about thisWorld-class organizations care about their customers and the perception they have of usWe will be refunding the fee in it's entirety and would like to keep this relationship on good terms to
help her get her business started again
Consumer Response /* (2000, 12, 2014/04/28) */
The consumer indicated ONLINE that the business responded to this complaint to his/her satisfactionHe/she also stated:
The company was admirable in trying to resolve the situation by providing a prompt refund of the $feeThey apologized for the phone representative's error in not notifying me of the cancellation fee when askedI appreciate their quality in customer service by trying to resolve the matter quickly
Initial Business Response /* (1000, 5, 2014/07/07) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: **@morecabbage.com
IPS placed this $sale on hold because it fell outside the high limit amount the merchant stipulated on their merchant processing
agreement
The merchant was approved for a $average ticket size and a high ticket limit of $
What made this sale suspicious is the fact that it came in with an invalid authorization codeWe attempted to verify the sale with the issuing bank but they were unable to verify with the card holderWe also attempted to obtain a signed copy of a receipt from the merchant to help substantiate the sale with no success
After working with the merchant we finally obtained proper documentation to support the sale and after review we released the sale for deposit
We received the complaint on the same day we released the sale, so all should be resolved now
Initial Business Response /* (1000, 5, 2014/03/02) */
Contact Name and Title: *** ***
Contact Phone: XXXXXXXXXX
Contact Email: **@morecabbage.com
We have been in contact with the merchant and we agreed the best course of action is to refund the total amount less the termination fees
The merchant did not use our service during the time the account was open
(months ME fees)
-(Termination fee)
Total refund amount
I sincerely apologize for any inconvenience regarding the poor service you received and the subsequent billing to your account. Our records show that *** *** called Integrity Payment Systems LLC on 9/22/and spoke with one of our customer care agents requesting the
account be placed on hold for maternity leaveThis was to be an indefinite holdWe are more that willing to place an account in a Dormant status for reason such as business owners going on maternity leaveA customer care agent then reached out to *** on 9/24/2015 at which time she indicated she would like the account closed as she did not know when she would reopenIt does appear the account did remain open and *** was charged $for the months of October and NovemberBased on the call placed on 9/24/2015, to terminate the account, September would have been her last billing month. The October and November fees were refunded on 1/26/There was no December billingBased on the contact dates and requested termination date the refund amount due is $x (2months) = $I am more that willing to resolve this matterWe take customer feedback seriously and I would like to resolve this quicklyPlease help me understand what the $refund request consists of and I will make sure we address it right away
Sincerely,
*** ***
Vice President of Operations | Integrity Payment Systems, LLC
Dear ***,
I want to apologize for the confusion and misunderstanding surrounding your set up and billingIntegrity refunded the $equipment fee on 5/3/2016. It appears this debit was generated as a result of bad information provided upon approval. As it relates to the
bonus pay out, we are in the process of trying to validate who the customer isUnfortunately, Integrity has not been provided with the documentation showing who was referred. Stipulations of payout require certain processing volume over a certain number of days to qualify. If you can provide the name of the referral customer that would be greatly appreciate. I would also like to address the monthly minimum chargePlease tell us the best time to reach youYou can email me directly at ***@integritypays.com or call *** *** I would like to resolve these issues quickly
Sincerely,
*** ***
Customer Care Manager | Integrity
Initial Business Response /* (1000, 5, 2015/08/31) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX x
Contact Email: **@morecabbage.com
On 8/12/we came to terms with this merchant and have it on recordMerchant 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 agreeI 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 yetWe have spoken with a representative of Integrity Payment Systems to discuss a refund of these feesWe were supposed to hear back several days later but haven't heard back as of yetWe 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 companyHowever, 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 See below
From: *** *** mailto:***@poisenart.com
Sent: Tuesday, October 6, XXXX X:XX PM
To: *** ***
Subject: Re: Settlement Amount
***
I accept this settlementPlease go ahead and progress
Thank you for addressing this
-*** ***
On Oct 6, XXXX X:XX PM, "*** ***" wrote:
***,
Thank you for speaking with me todayAs discussed, IPS will refund the following fees
* Integrity Advantage $
* Easy PCI $
* Compliance regulatory fee $
Easy PCI is being reduced to $Compliance regulatory fee will be refunded and charged $going forwardPlease confirm via email and I will get the refund out this weekThank you for your patience and please reach out to me if you need anything in the future
*** ***
Mr***
Section 13E of the merchant processing agreement details terms of termination of the merchant processing agreementAlthough I don't see any amendment to this agreement stipulating the removal of the early termination fee I will, in good faith, approve a full refund
Initial Business Response /* (1000, 5, 2014/09/24) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: **@morecabbage.com
IPS has agreed to release the held sale and arrange for all further memberships to be split into multiple payments.
Merchant is now...
fully aware of our underwriting and processing guidelines. Terms of how memberships will be processed in the future will be agreed upon in writing.
Merchant specifically indicated he will contact the Revdex.com and attempt to have them remove complaint, because he is happy with the outcome and does not feel it warrants that a complaint in the Revdex.com system should remain as a negative factor against IPS's Revdex.com grading criteria.
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. I would appreciate this claim staying open since we had to try for 6 months to close the account and another 4 months have gone by with no assistance in repayment. We have been told many times that they were "working" on the problem.
Sincerely,
[redacted]