TransFirst

Mr*** *** RE: Revdex.com Case *** Mr***, Thank you for sending in your feedback through the Revdex.com. Upon researching your merchant account you requested to close your merchant processing account on February 21, due
to signing with a new processorThe contract that was agreed upon was electronically signed on November 18, 2014, 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 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 the contract and terms and conditions you will have met your contractual obligation as of November 18, 2017, at which time the account may be closed with no early termination penalty Please contact us when you are ready for closure at *** Regards, *** ***
*** *** *** ***
*** ***

RE: Revdex.com Case ***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 May 7th, 2016. We have thoroughly researched
your account and we have determined that prior to May your account was not accessed and no contact was made since May 19th, We contacted you on May 9th, and processed the closure on your account as requestedWe have processed a courtesy refund to the account for the last months billing for $8.95. Per the terms and conditions of your contract you have days to dispute any billing:Section Errors and DisputesBank shall be entitled to presume that any amounts the Bank pays to or debits from the Merchant are correct unless Merchant disputes these by sending Bank written notice within thirty days of the date of the applicable statement containing any disputed payments or debitsAs a courtesy TransFirst did not require a written dispute and agreed to refund days of fees per the contractual agreementRegards,*** ***Operations Manager, Account SpecialistsTransFirst LLC

Dear Mr***, Thank you for sending in your feedback through the Revdex.com. I apologize for any misunderstanding regarding the Opt-Out process for our TransLink Insights program. When you contacted us on April 10th, we should have immediately
removed your company name from our program, versus pointing you toward a website to Opt-Out. Furthermore, we should have processed your refund of $immediately I apologize about the experience that you received as it certainly isn’t up to our standards. Per your request we have ensured you are opted out of the TransLink Insights program and also submitted a refund for the $charge that will be deposited to your bank account after April 25, Please do not hesitate to contact us further if you have additional questions or concerns. We appreciate the opportunity to update your account. Regards, *** Merchant Services

Initial Business Response /* (1000, 7, 2015/11/24) */
*** *** ***
*** *** **
*** ** XXXXX
XXX-XXX-XXXX
***
RE: Revdex.com Case #XXXXXXXX
Mr*** ***,
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 to address the fees on your accountYou received a refund for three months of Merchant Savings although you were billed for five months, we will be processing an additional refund for the outstanding two month in the amount of $You will see the refund on your November processing statement that will arrive the beginning of December
In addition to the additional refund we have reviewed your account and believe we have a solution that would help alleviate your concernsWe have a program called TransFreedom that would be a flat rate monthly fee with no additional monthly, quarterly, or annual feesWe have completed a full analysis of the last months on your account and by switching you to the TransFreedom program you would save approximately $a year and would not have any additional monthly, quarterly, or annual fees added to your accountWe have sent information regarding the TransFreedom program directly to you at the above email address as well as the document we would need signed by *** *** and sent back to us by November 25, to make the change effective December 1, Included in the email is a direct contact for you if you should have questions or want clarification on the program as well as information as to where to return the signed document
Again, we sincerely apologize for the poor experience you have had with usIf you have questions or concerns, please do not hesitate to call us
Initial Consumer Rebuttal /* (2000, 9, 2015/11/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will contact TransfirstThank you

Complaint: ***
I am rejecting this response because:I am not looking to do business with your companyJust letting you know your employee Noreen Kaim straight out liedI have my partner who was on the conference call with me and her that clearly heard her say that she will put it through and see if it passes through compliance without any issuesShe should be fired
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:Section that Transfirst references does not pertain to usThey new full well what our business name was and we extensively went over our business model with their salespersonThe application signed is 100% accurate and correct and would still read the same today in terms of a business model. Again I will reiterate that the salesmen for Transfirst sought out my business and knew what my business was upfront. Transfirst tried to make two purchases on my website, further wasting my timeI received both purchases which gave a fake name, phone number, address and emailThey state that payment was accepted which is completely falseOur website isn't even setup to ask for payment information and clearly states you must call us. Furthermore when I tried to contact what I first thought was a legitimate customer for FFL information I discovered it to be a purchaseTransfirst continues to defame my company by alleging that I'm violating ATF regulationsIt is easily proved that I have and always will follow ATF regulations based on my last audit with them. Transfirst now is also stating we have an amount in collectionsAll funds were paid in full in AprilI know this because part of the reason we cleared the balance was because Transfirst lead us to believe by doing so we would be removed from MATCHAfter I paid the balance they then refused to return any phone calls causing me to file this exact complaint. We are continuing to demand Transfirst remove us from the MATCH listThis is taking extensive time away from our business, causing a huge disruption as well as lost income.
Sincerely,
*** ***

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

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,
*** ***

Initial Business Response /* (1000, 12, 2015/08/04) */
We have received Revdex.com Complaint XXXXXXXX*** *** signed up for services with one of TransFirst's Independent Sales Contractors, *** *** *** *** presented him with a year processing agreement with a $
Early Termination Fee, which *** *** agreed to in March On 6/2/TransFirst made *** *** aware of this agreement and emailed him a copy of the signed agreement*** *** called TransFirst back on 6/11/to pay the Early Termination Fee with a credit card and close the account
In addition, *** *** had a transaction in the amount of $which the cardholder continues to dispute*** *** is aware of this chargeback situation and we have refunded *** *** the $chargeback fee*** *** has closed his bank account due to his recent relocation to a different stateDue to the chargeback situation and his difficulties with his Sales Contractor, TransFirst is willing to write off the chargeback of $and refund back the $Early Termination FeeWe have already processed the $refund back to *** ***' credit card ending in XXX832; he will see this refund back on his credit card within 3-business days
Initial Consumer Rebuttal /* (2000, 14, 2015/08/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)

12/19/ RE: Revdex.com Case *** Mr*** Thank you for sending in your feedback through the Revdex.com. Per the telephone conversation you had with TransFirst on December 12, your merchant processing account has been closed and was closed
at the time of the phone call. You expressed concern in your Revdex.com case that a third party was withdrawing monies from your checking account, please rest assured that is not the case, the fees deducted for the TransLink Insights product were deducted via the Merchant Processing monthly billing and not by a third party. The TransLink Insights product was added to your account as a value added product per section proper notification was provided to you at a minimum of fifteen days in advance on your September merchant statement: Fee ScheduleMerchant will pay Processing Fees in the amount specified in the Fee Schedule attached to the Merchant Application or as otherwise provided for in this Merchant Agreement or an Addendum theretoMonthly recurring Processing Fees will be assessed upon approval of the Merchant ApplicationBank may increase the Processing Fees, including, without limitation, introducing new products or services, by giving Merchant fifteen days advance written notice effective for Transactions submitted on and after the effective date of the change You will be receiving a refund for the monthly fees associated with the TransLink Insights product by December 28, deposited into the depository account we have on file. Regards, *** *** Operations Manager, Account Specialists TransFirst LLC

Initial Business Response /* (1000, 6, 2015/11/18) */
We have reviewed your account and confirmed that you did initially order a terminal in under the pretense that the terminal would support EMV transactions when mandatedWe have also confirmed that the terminal manufacturer failed to update
the terminal's software to support EMV, thus rendering your terminal unable to support EMV transactions, both now and in the futureAs a result, TransFirst will provide you with an EMV compliant terminal, free of chargeWe are in the process of placing an equipment order on your behalfOnce the replacement terminal is confirmed delivered, we will contact you to walk you through the setup/install and training (if needed)We apologize for any poor service you may have receive and we are actively reviewing internal policies/procedures to identify solutions to prevent this from occurring with any other customerWe thank you for your continued business
Initial Consumer Rebuttal /* (2000, 8, 2015/11/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept because they have agreed to send us a terminal that is compliant free of charge and to help us get it setupThis is what I felt was right and what I was hoping they would see as right as wellThank you for your help and we look forward to receiving the new equipment

Initial Business Response /* (1000, 5, 2015/06/15) */
*** ***
*** *** *** ***
TransFirst received a Revdex.com complaint # XXXXXXXX from you indicating your complete dissatisfaction in the fact that we could never get you fully set up due to system incapability issues
and the billing issues you've had over the last monthsTransFirst wants to sincerely apologize for the poor service, lack of communication you received and many missteps that took place over the last year
After researching, *** *** should've asked additional questions regarding your version of *** to ensure compatibilityTransFirst does not support all versions of *** and by following our standard processes this issue could've been avoided during the sales processI understand that even after the sales process the lack of follow up by *** *** and others within TransFirst could've addressed this and provided you with other *** solutions or took care of the closure process because of the importance of your *** version and the incompatibility with our POS solution
We are researching alternative options for following up on escalation needs when issues like this are experiencedWe pride ourselves on customer service and strive to provide the best customer service possibleI can see that we fell completely short of who we areTo assist with rectifying this issue TransFirst has refunded your fees from June through April in the amount of $via ACH on June 3, The processing fees for the month of May 2015, in the amount of $66.70, will be refunded to you via ACH the week of June 22, We're also monitoring our system to address any billing that may occur in June due to the closure of your account happening on June 2, If billing does happen we will put through another ACH to refund those fees immediately
We sincerely apologize for the inconvenience this has caused you related to your business, your time and your moneyWe understand your dissatisfaction with us and hope that by closing your account and providing you with your funds will assist in feeling that this issue has been fully resolved
Initial Consumer Rebuttal /* (3000, 8, 2015/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for your response and initial refundAs stated, we still have the issue of fees being extracted from our accountI will check on June 22nd and in the future for charges and respond to this once this issue is completely resolvedI feel very fortunate to have a very detailed account of my dealings with Transfirst to defend my claim and urge anyone experiencing the same frustration and apathy from your company to reach out to the corporate office ASAP and not call the customer service numberYour corporate office responded swiftly while our rep and your call center was non responsiveThank you in advance
Final Business Response /* (4000, 12, 2015/07/10) */
TransFirst believes this issue has been fully resolvedI see that another case #XXXXXXXX was also opened by *** *** which overlaps with this caseIf there is still something outstanding, please let me know
Thanks,
*** ***
VP of Operations

We have confirmed the $that was submitted to your bank was returned to TransFirst as Payment Stopped May 12, There is no money due back to youIf you feel that we did bill you and it was not returned by stop payment we will need proof from your bankWe would be happy to research further once this is receivedWe also confirmed we did remove you from collections and you should no longer receive any phone calls regarding thisAgain, we apologize that you had to go through the Revdex.com to resolve this issue

We are writing regarding our complaint #***TYSY sent practically the same copy/paste response on 01/12/that they sent on 01/12/Both responses are filed lies, distortions and are complete misrepresentation of the facts of this situationWe stand by our response that was sent on 01/04/As of the date of this message it’s been over a month since TSYS stole $from our businessThey have continued to fraudulently hold our funds even after they requested we send tracking numbers proving that all orders were deliveredWe have complied with their request yet TSYS continues to hold our fundsFinally, to address TSYS claim that we were provided URLS to show the Agreement and Operating GuideTSYS attached a link to their Revdex.com response named: Revdex.com MID *** Case *** Merchant Application.pd On this application provide by TSYS it has the URL: WWW.TRANSFIRST.COM/DOCUMENTSTYSY states the Merchant Card Processing Agreement and the Merchant Card Processing Operating Guide is found on this linkWe viewed the URL today and no such documents are found on this URL Link We also would like to know where TSYS obtain this fraudulent application? Because this is NOT the application I signedI obtain an application from *** ***, printed it out, signed it, scanned the application, and sent it via email to *** ***!! The copy that TSYS just provided to the Revdex.com via file: Revdex.com MID *** Case *** Merchant Application.pd is not the application that I scanned and emailed to *** *** Furthermore, the application that TSYS submitted has a forged signature on the applicationThe signature on this application is not my signatureI find it appalling that not only TSYS would completely fabricate a new application, but would forge my signature on fraudulent application At this time TSYS has done nothing to resolve this issue and has continued to illegally hold our fundsNow someone employed by TSYS committed a criminal offense by forging my signatureI guess identity theft and fraud doesn’t mean anything to TSYSIt TSYS is not going to release our funds and take some responsibility for their illegal actions, then my business is just wasting our time hereAt this time, we reject the response from TSYSTSYS can resolve this issue by releasing our funds and issuing us an apology for their illegal business actionsIf they fail to do this, we will forward this matter to our legal counsel and file a criminal complaint with the Pennsylvania State Police

Complaint: ***
I am rejecting this response because: 1) No service was provided during the time in question2) There was in fact not one, but three different calls placed to cancel the account, and no action was takenI had to escalate the final call, and I was called back two days later to close the accountThis is a scam, and the company waits for multiple calls and escalation to take action
Sincerely,
*** ***

*** ***
*** ***
*** *** *** *** *** Ms***, Thank you for sending in your feedback through the Revdex.comIn response to your concerns, the merchant processing account was
closed due to an exclusionary business model. TSYS does not allow processing for the purposes of unlocking cellphones. As such, the processed funds were held as collateral. We have since released the funds on 9/11/totaling $292.44. As the signer of record on the account, we are restricted to only communicate with you and no other unknown parties, which is why our attempts were directed to you specifically as signer of record We are unable to process for this business type. All funds were released and no funds remain on hold We regret any inconvenience this matter has caused. Regards,TSYS *** ***

Initial Business Response /* (1000, 6, 2015/11/24) */
November 20,
*** ***
*** *** *** Dr
*** ** XXXXX
***@gmail.com
RE: Revdex.com Case #XXXXXXXX
Dear Ms***,
I want 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 ensuring proper closure of your accountWe have ensured proper and full closure of your account and that there will be no further charges to your account
I have also reviewed your concern of information being provided to the new business owner and see that requests were made for information but we declined to provide any information to the new owner and advised they would need to work with the 3rd Party Software provider for additional inquiries
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

We have reviewed your account with TransFirst and apologize for any poor experience you may have receivedWe have confirmed that your original application stated you had an average ticket of $with monthly volume of $5,Your first transactions of $and $exceeded the
amount you listed on your signed merchant applicationThis is why your funds were held for review. We do not see you supplied the requested invoices for these transactions nor do we see any phone calls to close your accountCustomer satisfaction and ensuring we maintain the highest integrity with our customers is extremely important to usWe will refund you all fees we billed since May and will close your accountWith the chain of events that transpired, we fully understand your concerns and apologize that you had to go through the Revdex.com process to resolveWe hope this response resolves all outstanding items

Initial Business Response /* (1000, 6, 2015/11/03) */
Mr***,
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 consideration during the time of closing
We
worked with *** Leasing to get the exact buy out costs for each active leaseThe buyout for each lease is and *** only have two active leases for the businessTransFirst has agreed to buy out both leases for the total of
o The first active lease *** leasing has is for MID: XXXXXXXXXXXXXX, the lease was set up in May of and the first installment for the lease was in June
There was another lease on this account that was set up in March of but *** Leasing confirmed that lease was closed in June of and is no longer active and you have not been charged for the lease since it was closed
o The second active lease *** has on file is for MID: XXXXXXXXXXXXXX the lease was set up in 5/and the first installment was process in June
o The third account that had a lease but has since been closed was for MID: XXXXXXXXXXXXXXThis lease was set up in 11/and was closed on 10/27/2015, when the merchant processing accounts were closed; therefore *** Leasing will no longer be debiting the account for that lease
TransFirst has agreed to buy out both leases for the total of $which will also close out the leases; once that is processed then you will no longer see debits from *** Leasing for the leases
Again, we sincerely apologize for the poor experience you have had with us
Initial Consumer Rebuttal /* (2000, 8, 2015/11/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)

RE: Revdex.com Case *** rebuttalMr***, We have received your response in regards to your case with the Revdex.com. Although the terms and conditions state that you have days to dispute any billing errors in written format we will be processing a full refund of $to the bank account we have on file on May 25, 2016. You should see this refund within or business days from that date in your accountRegards,*** ***Operations Manager, Account SpecialistsTransFirst LLC