TransFirst

Mr***, Thank you for sending in your feedback through the Revdex.com. Upon researching your merchant account we did not receive a request from you to close your processing account with TransFirst until April 12, 2016. We contacted you on April 13, and processed the
closure on your account as requested. In your Revdex.com feedback you mentioned the account should have been closed in January, when researching the account it was actively used through February 12, 2016. Per the Terms and Conditions of your agreement Section 11.1: Term/Renewal. The initial term of this Merchant Agreement shall be for the term of three years (the “Initial Term”) commencing on the date Bank Processes the first Transaction for Merchant (including a test Transaction) and, with processing of the first transaction. Merchant accepts the services of Processor and agrees to be bound by this Merchant Agreement and signifies Bank’s approval of this Merchant Agreement. At the expiration of the Initial Term, this Merchant Agreement will automatically renew for successive one year periods (each a “Renewal Term” and collectively with the Initial term of the “Term) unless a party provides the other parties with notice of its intent not to renew this Merchant Agreement at least ninety days prior to the expiration of the then current termAs an exception we have not enforced the “Renewal Term” of the Merchant Agreement and have processed your closure per your verbal consentRegards,*** ***Operations Manager, Account SpecialistsTransFirst LLC

June 8, *** *** ***
***
*** *** *** *** *** *** I wanted to start by apologizing for the poor experience you have had with TransFirst Merchant ServicesWe have reviewed your account and acknowledge there was opportunity for
our staff to inform you prior to receiving your merchant statement, that since you processed a return after the original sale settled, that fees would be incurred A refund amount of $1,of the $1,in processing fees that were charged was submitted on May 31, and should have already posted to your account. If for some reason you have not yet seen these funds, please let us know. Again, we sincerely apologize for the poor experience you have had with usIf you have questions or concerns, please do not hesitate calling us at *** Regards, TransFirst Merchant Services

The transactions in question were reversed to the cardholders on 12/18/2015. We are unable to provide the actual reversal details as it contains full card number information. TransFirst, Inchas no funds on hold and there are no funds to settle to the merchant
With regard to account listing on TMF (Terminated Merchant File), TransFirst, Inc., did not list this entity and therefore, cannot remove them or request removal consideration by ***. If a merchant entity is listed on the TMF by another processor, TransFirst, Inc., will not allow processing on its network

Complaint: ***
I am rejecting this response because: I did do the training and a test of a credit card transaction when we first set up the program worked correctlyI will send copys of all documents threw the mail along with the video of a credit card transactionI would like to add that no one from this company has yet to contact me
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: like I said they have not , had or received a w-with the name wrongthe I rs said they did not recieve eny moneys.or have eny thing wrong with our tax papers that it has to be at the ether endto this date they have not seen or have this so called w-that is wrongmy bank has said what is going on also
Sincerely,
*** *** ***, *** ***

Initial Business Response /* (1000, 5, 2015/07/22) */
We reviewed Revdex.com complaint XXXXXXXX*** *** closed his TransFirst account on 5/27/due to the rates and fees along with the *** *** *** issues; during this conversation we referred him back to *** *** ***
***
TransFirst called *** *** on 7/21/to inform him we will be cancelling his lease due to the issues he has escalated to the Revdex.comHe was informed to continue his lease payments until he has received notification from *** *** *** *** the lease has been cancelledHe was educated the lease can take up to 7-business days to cancel and he does not need to return the swipers*** *** will be issued a refund back to his bank account by *** *** *** ***

Dear Mr***, I want to start by apologizing for the poor experience you have had with TransFirst Merchant ServicesI understand that receiving incorrect account information is extremely frustrating. I assure you that that the initial representatives involved will receive additional
training to ensure that these mistakes are not repeated in the future. I personally reviewed your account and followed up with the parties involved and understand that ***, one of my Senior Managers, was able to correct the issue and take care of your request. Again, we sincerely apologize for the poor experience you have had with usIf you have questions or concerns, please do not hesitate in calling me at ###-###-####Regards, *** ***Director of Operations TransFirst LLC

Initial Business Response /* (1000, 6, 2015/11/18) */
We have reviewed your account and determined that your Independent Contractor (Sales Representative) sold you a product that is not supported by TransFirst from a technical troubleshooting & support perspectiveThe product you received is
supported by a third party companyWe apologize for this experienceThe Sales Contractor should have sold you a product fully supported by TransFirstWe have addressed the issue with the Independent Contractor and are actively working to ensure this does not happen againPursuant to your request, we have closed your account and as a show of good faith, have fully refunded all fees you have been assessedTransFirst works very hard to ensure all customers receive the best service and support possible and your experience was not within our own expectationsAgain, we apologize for your experience and please let us know if you have any additional questions or concerns
Initial Consumer Rebuttal /* (2000, 9, 2015/11/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A full refund is all that was requestedThank you for your quick response

Complaint: ***
I am rejecting this response because:Now I understand where this Transfirst is in this scam*** you are a shady character, just to be nice, you don't accept video surveillance recordings (even when I told you what we have is acceptable in court), why don't want to see all text messages we exchange with this customer?!?....and in the end you showed you real face, face of Transfirst...you took side with the customer!!! All the chargeback is based on a lie that customer returned the motorcycle on a Sunday, than that changed in he "tried" to return it...and because of this we are without $and Transfirst keeps all the money coming in our business (via card reader)Also we showed the Federal and TN laws in returns...nobody can force a merchant to accept a return if there are no displayed rules about returnsAlso nobody can return a used motorcycle after he drove is for weeks (first from TN to AL) !!! Text messages are showing customer trying to blackmail us for some money, but nothing about return...so yeah we don't accept Transfirst or visa acting like a judge !!!Odometer and title is zero...customer saw, agreed and signed all that here so zero again! How can we are responsible for something that happened before we took possesion and we sold it exactly how we got it.Anyway this helped a lot to understand where Transfirst stands in this scam, and what everybody can expect dealing with Transfirst
Sincerely,
** ***

Initial Business Response /* (1000, 5, 2015/10/19) */
TransFirst is fully capable of processing EMV related transactions on *** & *** networks, which account for 94% of the merchant's sales volume in September TransFirst, along with the vast majority of other credit card processors
cannot currently support EMV on *** *** & *** transactionsHowever, after reviewing the merchant's transaction history, the merchant is in an industry that is not susceptible to EMV related fraud and we see no previous *** *** or *** transactions that would have triggered an EMV related chargeback, thus the merchant's liability exposure is extremely minimal, if any at allUnfortunately, TransFirst cannot indemnify the merchant of EMV liability on these card typesWe apologize for being unable to resolve this issue, but it is a Card Association mandated request and not something imposed by TransFirst
Initial Consumer Rebuttal /* (3000, 7, 2015/10/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As much as we may be in a business that has a low probability of being targeted for EMV fraud, we still would ask Transfirst to provide the service they said they wouldI have spent hours talking with their customer service reps and have been told numerous lies regarding dates that things would be ready, promises of documentation that never happened, promises of returned calls that never happenedThey do not live up to their Revdex.com ratingI would NOT recommend this company
Final Business Response /* (4000, 9, 2015/11/02) */
We apologize for any poor customer service experiences you may have hadTransFirst prides itself on quality service and supportWe are actively reviewing your account notes and researching interactions with customer support representatives to identify any training opportunities to help minimize the potential for you, or any other TransFirst merchant, to experience poor service in the futureAs an act of good faith, TransFirst will issue a one-time statement fee credit to cover your September merchant processing fees in the amount of $The credit will cover all fees under the "Total Fees" section of your statementAlthough we know this will not change the experience you have had, we are hopeful it will provide a small token of our commitment to to our merchants
Final Consumer Response /* (2000, 11, 2015/11/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your act of good faithThis whole experience has been one of the most frustrating I have ever dealt with as a small business ownerI do hope that you actually are working on training your employees so that they don't promise things that they can't deliverThere needs to be a consistent message that your employees sayIt is so frustrating to spend my precious time trying to run a business waiting on hold, waiting for a call that was promised but never returned, and worrying about my credit card processor doing their job that I am paying forAt this point, while I am not completely satisfied, I don't see how we are able to move past this without me closing this complaint outI still wouldn't recommend Transfirst to another small business owner

Initial Business Response /* (1000, 6, 2015/11/18) */
Please see attached
Initial Consumer Rebuttal /* (2000, 8, 2015/11/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The document I remember signing did NOT display these charges, otherwise, I would not have
signed itIt seems that these fees were added after the signing, which as an Acrobat professional, it is quite easy to do with a PDF document
I accept this resolution

6/8/2017*** ***
***
*** *** *** ***
*** *** ***
*** ***Thank you for sending in your feedback through the Revdex.com. Upon researching your merchant account, TSYS Merchant Services has no further funds left to return to the merchant at
this time. The merchant’s processing fees for February of $were returned as unpaid from the merchant’s bank account on March 14, 2017. The fees were resent with a $ACH return fee addition to the merchant’s bank account on March 15, 2017. These fees for $were again returned unpaid on March 20, 2017. TSYS held funds from the merchant’s deposits from March through March 29, which total $99.95. The amount owed to TSYS which was $less the amount held from the merchant’s account which is $99.95, leaves $owed to TSYS by this merchant.To settle this matter, TSYS will not require the merchant to pay the $leaving the matter closedTSYS wishes the merchant well in its future business endeavors.Regards,TSYS Merchant Services

Case: *** MID: *** DBA: *** *** Mr***, Thank you for sending in your feedback through the Revdex.comIn response to your Revdex.com concern, TSYS did provide you with all the pertinent information before you began processing If you review page four of the Application For Merchant Card Processing that was signed by you on November 30, you will see that you were provided URL links to the Merchant Card Processing Agreement and the Merchant Card Processing Operating Guide. You signed the application and acknowledged that you read both the Merchant Card Processing Agreement and the Merchant Card Processing Operating Guide and agreed to comply with the terms and conditions of each TSYS does reserve the right to hold funds, if necessary, for up to days per the Merchant Card Processing Agreement (section 3.3, sub-section b)This is to cover any trailing risks associated with your merchant accountIn addition to not being able to validate your business, it was found that you were selling name-brand products with no proof of authorization from those companies, which is a violation against the card associations (I.E*** ***The account was approved by TSYS based on information provided by on the merchant applicationThe account was promptly reviewed the following business day and the above violation found on the business modelRegarding the $in question, when transactions are processed, the issuing bank, not TSYS, approves the transaction only indicating the credit card number is validThe transactions totaling $were not settled by youYou will need to contact your customers to obtain alternate paymentPlease do not hesitate to contact us further if you have additional questions or concerns. Regards, TSYS Merchant Services

Initial Business Response /* (1000, 5, 2015/09/08) */
RE: Revdex.com Case # XXXXXXXX
DBA: *** ***
Filed by: Mr*** ***
To: Revdex.com (in response to case # XXXXXXXX)
TransFirst is in receipt of your communication dated August 26,
Mr*** *** submitted an
application for credit card processing for the business *** ***
which was approved by TransFirst on April 21, The account was initially approved with the condition
that the merchant establish a $15,reserve accountAttached is a copy of the reserve letter signed by Mr
*** and a copy of the TransFirst Merchant Agreement referenced in the letter
The reserve balance on the account when the merchant closed the business in May was $14,Mr
*** did call after the merchant account was closed and was advised that the reserve funds could be
reviewed for a possible release to the merchant after days
The reserve was reviewed on August 21, for a possible release of fundsDuring the review it was noticed
that the merchant did receive a chargeback in May on a sale he made to his customer in November
This chargeback occurred seven months after the initial saleThe customer disputed the transaction stating the
merchant had not issued a refund to his MasterCard as promised by *** *** for $2,This
chargeback represents the risk to TransFirst because it is unknown if additional customers will have disputes on
transactions completed with *** *** at some point in the futureBased on this review, TransFirst did
release $3,to Mr*** and indicated we could review the reserve for another release in days
provided no additional chargebacks are received to the merchant account
The TransFirst Merchant Agreement states the following regarding the reserve account in section 13.6:
Reserve Account After Merchant Agreement TerminatesMerchant Bank may continue to
hold or deposit funds in the Reserve Account after termination of this Merchant Agreement, regardless
of whether termination is by Merchant or BankUpon termination of the Merchant Agreement by
Merchant or Bank, Bank may retain sufficient funds to satisfy any and all Processing Fees,
Chargebacks, Credit Transaction Receipts, Damages, and any and all additional fees, and sums
sufficient to reimburse Bank for the amount of any fines, penalty amounts and charges due the Card
AssociationsIf no funds have been deposited into the Reserve Account before termination, Bank, at
Bank’s option, may notify Merchant to deposit funds into the Reserve Account upon termination of this
Merchant AgreementAll provisions which apply to a pre-termination Reserve Account will apply after
termination, including replenishment of deficienciesThe funds will be held by Bank or its designated
agent for a period of not less than one hundred eighty days from the date of the last Transaction
processed under the Merchant Agreement, plus the period of any warranty, guarantee, and/or return
policy on goods and/or services soldBank will return the balance in the Reserve Account to Merchant
after Bank reasonably determines that the risk of Chargebacks and other Processing Fees has ended
and after deducting all amounts that Merchant owes to Bank under this Merchant Agreement or any
other agreement
As the merchant is responsible for all chargebacks received for any sales processed, and the possibility of
additional chargebacks still exists TransFirst will need to retain the current reserve at this timeTransFirst will
review the remaining funds held of $11,in days from the review in August, which will be October 21,
for a possible release of additional funds to Mr*** and notify him of the review results at that
time
TransFirst, Incis committed to abide by Revdex.com accreditation standards which include a commitment to make a
good faith effort to resolve consumer complaints or concernsHowever, we also have a responsibility to the
cardholder to protect their rights and financial interests in funding all disputes received on the merchant
account
Respectfully,
*** ***
Director ~ Credit Underwriting
Initial Consumer Rebuttal /* (3000, 7, 2015/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On August 24th, I was notified by TransFirst: "please note that your account was reviewed by upper management and due to future delivery of product it was decided that $3,would be releasedThe check will be mailed this Friday 8/28/to *** *** *** *** XXXXXYour account will be reviewed again in days"
I received the check for $3,on 9/1/I am not satisfied with the resultHow long do I have to wait for the rest ($11,250) of my money?
Please help to resolve the issue
Thank you,
*** ***
Final Business Response /* (4000, 9, 2015/09/16) */
*** ***, Please refer to my letter dated September indicating that TransFirst will review the reserve funds for a possible release on October 21, 2015, which is days after the most recent review in August
TransFirst will review the reserve funds remaining, as well as any chargeback activity received, against the merchant account TransFirst will then call *** *** by the October 21, date and advise of any additional reserve release

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

RE: Revdex.com Case ***Mr***, Thank you for sending in your feedback through the Revdex.com. Upon researching your merchant account our records indicate that we did not receive a request from you to close your processing account with TransFirst until May 10th, 2016. We
understand that you were trying to reach out to your original sales representative with no success, however TransFirst provides our 24/customer service number on all your statements (###-###-####) to ensure that you have support at all times of the day. The contract that was agreed upon was electronically signed on September 28th, at which time the terms and conditions were provided for your review three times prior to you signing, to proceed with the account you selected that you agree to the terms and conditions at which time the document was provided to you a fourth time to save and print. Within the terms and conditions the below information is provided in Section 11.d.i.2 Bank and Merchant acknowledge and agree that in addition to all other remedies available to Bank under this Merchant Agreement or as otherwise available in law or equity, if this Merchant Agreement is terminated prior to the expiration of the applicable Term of the Merchant Agreement for any reason other than for a material, uncured breach by Bank, Merchant agrees to pay Bank damages (the “Damages”) determined by adding an account closure fee as follows: (1) $for Merchants with less than twelve months remaining from the date of termination to the end of the then current Term, or; (2) $for Merchants with more than twelve months remaining, or such portion of the foregoing as may be permitted by applicable law.Per your correspondence you stated that *** *** advised you the Early Termination Fee was $If you can provide written documentation from Mr*** of this conversation we will refund your account the difference on the Early Termination Fee, otherwise the fee will remain per the agreed upon Terms and ConditionsRegards,*** ***Operations Manager, Account SpecialistsTransFirst LLC

(The consumer indicated he/she DID NOT accept the response from the business.)
lets be very clear my business model that I presented to your company is for a tenant screening companyI also have a boutique BOTH COMPANIES ARE IN THE SAME BUILDINGTHE BOUTIQUE IS IN THE FRONT OF THE BUILDING IT CANT BE MISSEDSO IF A SITE INSPECTOR CAME OUT AS YOUR COMPANY CLAIMS IT IS IMPOSSIBLE FOR THEM TO SAY THE BUILDING IS ABANDONEDTHAT IS A LIETHE BUILDING HAS MY OFFICE ALONG WITH OTHERS AND RESIDENTSYOUR COMPANY IS INCORRECTALSO I SPOKE WITH A MEMBER OF MANAGEMENT THAT CLEARLY STATED SHE WAS HOLDING THE FUNDS FOR DAYS AND WOULD NOT REVERSE THEM TO MY CLIENT, I HAVE THIS WITH SEVERAL OTHER CONVERSATIONS ON RECORDING!!!!!! ALSO MY NAME IS NOT ON THE MATCH LIST NOR WAS MY COMPANY AND WITH THAT BEING SAID I WAS TOLD TO PROVIDE VERIFYING INFORMATION ONCE THAT WAS PROVIDED I WAS GIVEN THE RUN AROUNDIF FUNDS WERE REVERSED TO MY CLIENTS I WANT PROOF YOU HAVE RIPPED ME OFF AND COST MY COMPANY THOUSANDS OF DOLLARS DUE TO YOUR INCOMPETENCE AND MY GOAL WILL BE TO MAKE OTHER CONSUMERS AWARE OF THIS AND URGE THEM TO STEER CLEAR FROM YOUR SHADY BUSINESSfinally to dispute the excessive charge back issue I PROVIDED PROOF BOTH BANK AND MERCHANT STATEMENTS SHOWING THAT MY COMPANY HAS NOT HAD AN ISSUE WITH EXCESSIVE CHARGEBACK BOTH THE MERCHANT AND THE BANK STATEMENTS BACK THAT UP SHOWING NO MORE THAN CHARGE BACKS IN MONTHS TOTALING LESS THAN $AND PROCESSING $15,OR MORE A MONTH THAT IS NOT EXCESSIVE THAT IS A FACT AND YOUR COMPANY IGNORED THAT AND COST ME THOUSANDS AND INCONVENIENCED MY EMPLOYEES AND DELAYED MY PAYROLL

Complaint: ***
I am rejecting this response because: They deducted $from my account on May10, and have not returned it to me. I returned their equipment and want a refund. My checking account that they took it from has changed and I would need a check to be sent to me for the refund
Sincerely,
*** ***

We apologize but we are unable to locate an account that has the information provided in the Revdex.com complaintIf you can provide some additional information we would be happy to research your complaint and respondIf you could please provide the DBA name and the DBA phone number, I will have better
luck finding the accountI left a message at the phone number provided in the Revdex.com complaint, but have yet to hear back Thank you,*** ***Director of Quality###-###-####***

Initial Business Response /* (1000, 6, 2015/11/24) */
*** ***
** *** ***
*** *** ** XXXXX
XXX-XXX-XXXX
***@gmail.com
RE: Revdex.com Case #XXXXXXXX
Dear Mr***,
I want to start by apologizing for the poor experience you have had with TransFirst Merchant
ServicesWe have reviewed your account and have sent the swap needed at no cost to youThe order was placed on November 19th and the tracking number associated with the order is XXXXXXXXXXXX through Fedex, and is scheduled to be delivered November 20th
Again, we sincerely apologize for the poor experience you have had with usIf you have questions or concerns, please do not hesitate in calling me at XXX-XXX-XXXX
Regards,
*** ***
Executive Director Operations
TransFirst LLC