TransFirst

Ms*** ***,
I wanted to start by apologizing for the poor experience you have had with TransFirst Merchant Services
On May 14, we spoke with *** from your business and advised her of the year agreement for the merchant processing and offered to provide a copy of the
contract and terms and conditions. At that time *** declined the offer to send a copy of the contract and terms and conditions and stated that “*** would contact TransFirst back when she was ready to close the account”. On February 17, we spoke to you directly and advised you of the terms and conditions within the contract, and you advised you would contact us back when you are ready to close. The contract that was agreed upon was electronically signed on August 8, 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
As a courtesy we will reduce your early termination fee from $to $250. If you would like to proceed with closure please contact me directly at ###-###-#### and I will process the closure and the reduced early termination fee billing
Regards,
*** ***
Operations Manager, Account Specialists
TransFirst LLC

TransFirst has reviewed your complaint and determined that all of the fees that have been assessed on your account were disclosed on your original agreement as executed by you, as presented by the Independent Sales Agent that worked with you to setup the account with TransFirstHowever, customer
satisfaction is important to us, so we want to ensure we do everything possible to ensure you are satisfiedFirst and foremost, we will waive any applicable early termination fees should you opt to close your account with TransFirst and seek an alternative providerShould you be open to providing TransFirst with the opportunity to retain your account, we can have one of our Account Specialists contact you and review each of your line item pricing elementsFrom there, they can ensure we are providing you with the most competitive fees possibleOnce the new pricing/fees have been established, we would retroactively apply those fees for all of your processing activity for the previous months and provide you with a refund accordinglyThis will ensure that all future activity is priced at the lowest rate, but also provides you with savings for as well We apologize for any negative experience you would have received by the Independent Sales Agent and will actively work with that Agent to ensure they represent pricing to future customer more clearly

Complaint: ***
I am rejecting this response because:The business did not accurately credit back merchant processing fees as per my agreement with themUpon reviewing my records, I found that on 8/10/2016, when the merchant should have credited for my April and June fees, they credited only This is because the May fees of were counted erroneously against the amount I was charged for the June feesI am requesting credit to my account of $to correct this errorThank you
Sincerely,
*** ***

Mr***, Thank you for sending in your feedback through the Revdex.com. Per your request we have closed the merchant processing account in question and will be processing a refund to the bank account we have on file in the amount of $273.25. The refund includes the monthly billing for May, June, July, and August. You will not be billed for the month of September as the account is now closed. You should see the refund in the bank account we have on file the week of September 26th. Regards, *** ***

Mr***, We have conducted additional research and internal interviews. We have found no additional details that shed new light on disclosure of business model at time of applicationWhile we are not challenging your account of events, we are not able to process for outbound call service. We understand the inconvenience and regret the negative experience that resultedThank you, *** Director ~ Risk Management ###-###-#### Fax ###-###-####

Initial Business Response /* (1000, 8, 2015/07/15) */
July 09, 2015
[redacted]
[redacted]
[redacted] XXXXX
XXX-XXX-XXXX
[redacted]@yahoo.com
RE: Revdex.com Case #XXXXXXXX
Dear [redacted],
I would like to apologize for the miss communication you may have...

received in regards to the [redacted] terminal you recently received. The [redacted] terminal on your original lease does not currently have the ability to accommodate industry changes including: EMV/chip card processing which encompasses [redacted] liability shift of customer disputes, ability to accept Mobile Wallet payments (also known as [redacted] and [redacted] and has been identified as having [redacted] vulnerability eliminating the option to utilize an IP connection with the terminal.
The $189 fee was not for the purchase of the [redacted] terminal, but to upgrade your current solution and enable the functionality and credit card industry changes. The terms of your lease were not changed or increased as a result of this upgrade; the terminal type was changed from the Equinox terminal to the Ingenico.
Resolution:
We understand there was miss communication when the [redacted] solution was presented and our goal at TransFirst is to ensure customer satisfaction, as a result your merchant processing account will be refunded the $228.56 that was assessed on your June statement. You will see the credit on your July statement. The terms of the original lease that was signed will not be changed nor the 48 month timeframe extended.
If you have any questions or concerns, please do not hesitate to call me at XXX-XXX-XXXX.
[redacted]
Manager of Merchant Support
TransFirst, LLC
XXXXX [redacted]
[redacted] XXXXX
Initial Consumer Rebuttal /* (2000, 10, 2015/07/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have been leasing a machine with EMV capability from them but few months later they said that the software is not ready for it !!
They called us repeatedly that you need to get the new equipment otherwise you are resposible for any charge back after Oct.30th!! So we complied.
They have leased us an equipment $32.08 a month for 48 months, which is costing us $1540.00 after four years , this type of equipment cost is between $300 to $$600. On top of that they charged us $228.56 . Thai you

8/9/16   Mr. [redacted] RE: Revdex.com Case [redacted] Mr. [redacted],  Thank you for sending in your feedback through the Revdex.com.  Upon researching your merchant account, the application was signed on September 30, 2015 which...

agreed to the pricing that was set up on the account including a qualified rate, authorization fee, Non-Qualified/Surcharge rate, as well as the monthly fees that have been billed to the account.  Upon request TransFirst will gladly supply you a copy of the signed contract for your review.  In addition TransFirst has actively been working with [redacted] at your business location to find a pricing option to better fit your needs by offering a flat rate pricing option on a go forward basis that can be put into effect September 1, 2016 upon receipt of the additional signed agreement that was emailed to your email address on file.  As the account was set up and the monthly billing has been accurate in accordance with the signed contract no refunds will be provided at this time.  If you agree to the flat rate pricing that has been offered and returned the signed amendment that was emailed on August 9, 2016 there will no longer be Non-Qualified fees on your statements effective September 1, 2016.  Regards, [redacted]Operations Manager, Account SpecialistsTransFirst LLC

Initial Business Response /* (1000, 6, 2015/09/15) */
Dear Sir/Madam,
In response to case# XXXXXXXX, TransFirst offers the following information. Merchant account was opened early June 2015 to provide English language lessons.
Application monthly volume was approved for $15,000. The account...

processed over $43,000 in June 2015. It was determined that due to future delivery component where cardholder is paying for services rendered over a period of time, that the risk exposure warranted a reserve.
Notification letter was sent to the address of record from the application, however, was returned and it was determined that the application zip code information was inaccurate (7/02/2015)
On this same day, 7/02/2015, the account was closed based on merchant information they had opened another account with a competitor. TransFirst has been releasing funds in period increments as risk of non-delivery of services subsides, most recent release of funds was on 8/18/2015.
The (2) related accounts mentioned reflect no history of recent processing, thereby not providing any insights into processing behaviors. The account has been thoroughly reviewed and given the next date for review was scheduled for 9/18/2015, the decision has been made to release current funds totaling $8,000. Funds are scheduled to post to merchant account 9/15/2015. TransFirst, therefore, will no longer have any remaining balance.
TransFirst, Inc. is committed to abide by Revdex.com accreditation standards which include a commitment to make a good faith effort to resolve consumer complaints or concerns. We also have a responsibility to the cardholders to ensure any requests for a refund are satisfied.
Respectfully,
[redacted]
TransFirst, Inc.
Director ~ Risk Management
Initial Consumer Rebuttal /* (2000, 8, 2015/09/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Our funds were finally returned. We will notify our legal counselor. Thanks Revdex.com.

Initial Business Response /* (1000, 5, 2015/09/11) */
RE: Revdex.com Case #XXXXXXXX
Dear Mr. [redacted],
I wanted to start by apologizing for the poor experience you have had with TransFirst Merchant Services. We have reviewed your account and acknowledge there was opportunity for consideration during...

the time of your request to close your account with TransFirst.
We would like the opportunity to win back your business by offering the following:
 Please find attached a revised fee/rate structure that reflects the following based on August’s volume:
o Lowered Base Rate to 1.63%
o Lowered Mid qualified to .70% and Non-qualified to 1.20%
o Lowered Authorization Fees to $0.10
o Removed Minimum Discount
o Removed Monthly Service Fee
The overall savings is approximately $66/annually.
ï‚· 24/7 Technical Support for your QuickBooks Software
If we have not heard back from Mr. [redacted]’s by September 21, 2015, we will assume he has decided to terminate his relationship with TransFirst and we will refund the $500 Early Termination Fee. Mr. [redacted] will receive the refund in 3-5 business days to the bank account on file at TransFirst.
Again, we sincerely apologize for the poor experience you have had with us. If you have questions or concerns, please do not hesitate in calling me at XXX-XXX-XXXX.
Regards,
[redacted]
Operations Supervisor
TransFirst LLC
Initial Consumer Rebuttal /* (2000, 7, 2015/09/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have terminated business with Trans First. I would like the $500 refunded as Trans First agreed. I will be happy with a closed account and a $500 refund.

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]

Mr. [redacted],   Thank you for sending in your feedback through the Revdex.com. Upon researching your merchant account, your application states that we agreed to cover your processing fees for the first $50K in credit card volume in order to match the competitive offer you had. Each...

month from January thru August of this year we have made a credit back to you for the fees you paid. As of August 2016 you exceeded the $50K threshold. At this time you requested that we lower your rates, which was not part of the signed agreement. While we were unable to immediately credit your account, we were honoring our agreement by crediting you on the next month’s billing cycle. At this point you have closed your account with us.   As a courtesy, we will be refunding you an additional $398.78 via ACH to the account you had on file with us. We hope this satisfies your request.   Regards, [redacted]

Case:  [redacted] DBA:   [redacted] MID:   [redacted]   In response to Revdex.com case #: [redacted], TransFirst, Inc., regrets the experience the merchant encountered with a $2,500 transaction.  In an effort to perform due diligence on the $2,500, the merchant was...

offended by our need for additional validation. Historically, the account has processed minimal activity and the intent of the Risk team was to verify and validate the sale.  In their zeal, the merchant was offended and we regret this negative experience.  While we acknowledge that the merchant account utilizes [redacted] software, that is not immune to fraudulent online activity.  We have addressed this matter with the team members involved and issued a refund of the associated fees for $99.00.   TransFirst, Inc, is committed to providing premier customer service and values its merchant clients. We regret this event that has caused the merchant inconvenience and distress. We hope to retain the business and prove our commitment to our client(s).   Sincerely, [redacted] Director – Risk Management

TransFirst has reviewed your merchant account, including all fees and processing statements. Unfortunately, as part of that review, we have no record of charging any fees for “Merchant Payment Insurance”, nor do we have any programs at TransFirst with this descriptor. We have further researched and...

have no record of billing you $49.00 for any single line item. This leads us to believe that you were assessed this fee by some other entity, other than TransFirst, possibly through the Independent Sales Organization that setup your account with TransFirst. Unfortunately Independent Sales Organizations are not representatives of TransFirst, nor are they a party to the merchant agreement between you and TransFirst.  We recommend contacting your bank to confirm the entity that assessed this fee, and then reach out to that entity accordingly. To assist you in this process, we have sent a communication to the Independent Sales Organization asking them to research their records and contact you directly if this fee was assessed by them. We highly recommend that you request from the entity that debited your account, that they provide you with an executed copy of any form or agreement that you would have agreed to, that they believe justifies billing you the fee. If they are unable to provide any evidence, then you can either file a Revdex.com complaint against that organization or potentially seek a legal resolution. We also researched your concern regarding the $28.80 “Quarterly PCI Fee”. Although this fee was disclosed on your original application, as executed by you, as a good faith measure we will refund the full amount. Worth noting, the card associations mandate that all businesses that accept credit cards maintain PCI compliance. This requires your business to understand PCI requirements and provide an attestation of compliance. TransFirst provides you with a user friendly tool (visit www.compliance101.com) to assist you in this process. Failure to provide attestation of compliance, will result in the $28.80 quarterly fee being assessed. We highly recommend visiting this site and ensuring compliance prior to the next quarterly billing. Unfortunately, we will be unable to provide a refund for the $36.36 for the “Visa Business CP DB (7)” fee . This is an absolute pass-through of fees charged by Visa for Visa Business Debit cards you processed through your merchant account. We apologize in advance for any inconvenience and please let us know if there is anything more we can do to assist you in resolving this issue.

Dear Ms. Koedding,   After further reviewing our records we do not show that we ever received any funds from you. We received communication from your bank that you had contacted them to put a stop payment on the funds, therefore they never sent them to us. I believe you spoke with your Account Manager, [redacted], regarding this and are aware that we never received payment. If you agree, could you please respond to the Revdex.com so they will know that this issue is has been resolved? If not, please let us know and we will do some further research.   Thank you for your time, and again we apologize for any inconvenience this issue may have caused.

Initial Business Response /[redacted]/
We have reviewed Revdex.com complaint XXXXXXXX. The TransFirst closure department received a request to cancel [redacted]'s account on 7/10/2015 from her Sales Representative [redacted] Our representative promptly called out to...

[redacted] on 7/10/2015 and verified her request to close the account. During this conversation on 7/10/2015 TransFirst closed [redacted]'s account; however, no refund was requested during this phone conversation.
TransFirst will refund [redacted]'s account a total of $38.95. [redacted] was charged $5.00 in April, $7.00 in May and $26.95 in June. Since her account is closed she will no longer see anymore charges to her account. The $38.95 will credited bank to her bank account within 3-5 business days.
Initial Consumer Rebuttal /[redacted]/
(The consumer indicated he/she ACCEPTED the response from the business.)
satisfactorily reseolved

Complaint: [redacted]
I am rejecting this response because:the security first bank has told me there was nothing more they could do to help me
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/11/02) */
Dear Mr. [redacted],
I wanted to start by apologizing for the poor experience you have had with TransFirst Merchant Services. We have reviewed your account and acknowledge there was opportunity for consideration during the time of closing.
The...

charge for $55.87 that was billed was for the first month the account was set up and opened which included a one-time charge for the equipment (card reader) for $21.56. A refund for $34.31, all fees charged except for the equipment, has been refunded via ACH on 10/21/2015. We have confirmation the equipment was delivered to 2305 Meade Ave, San Diego CA XXXXX by Fed Ex and left on the front door on 9/14/2015; the tracking number is XXXXXXXXXXXX.
The account has been closed as of 10/15/2015 therefore you will not see any other fees or charges to the account.
Again, we sincerely apologize for the poor experience you have had with us.

Initial Business Response /* (1000, 5, 2015/08/24) */
TransFirst has confirmed the merchant requested to have their account closed through their software provider in April 2014. Their software provider failed to request to have the corresponding merchant account with TransFirst closed as well....

TransFirst has closed the account and provided a refund for all of the months the merchant was billed between April 2014 and August 2015 in the amount of $438.80 due to this error. We sincerely apologize for this error and hope the solution is acceptable to the merchant.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)

TransFirst has reviewed your account and confirmed that the account was not closed as requested. As a result, we will close immediately and issue a credit to your bank account for the amount requested ($209.55). In addition, although we cannot find any evidence that the originating independent...

sales representative misrepresented your rates/fees, we are continuing our research and diligence as we consider this practice unacceptable and work very hard to ensure all rates and fees are fully disclosed both contractually, which they appear to be in your case, as well as verbally during the sales process, which we are still trying to confirm.
We apologize for any inconvenience and please feel free to contact us directly should you have any additional concerns.

Case: [redacted]MID: [redacted]DBA: Inventory Generation Thank you for sending in your feedback through the Revdex.com.  It is often standard procedure to validate businesses post-application for merchant services.  In doing so, TSYS Risk did temporarily suspend funding to gather some clarifying information about the business model.  In doing so, it was determined that the business model would be considered exclusionary according to our credit policy.  The account was closed and a letter sent.  The merchant should have received a call on this matter, which TSYS Risk failed to do.  Additionally, funding commitments were made and did not occur.  All funds were released 7/3/17.  Also, an additional refund of $127.32 was issued as a courtesy to put the account balance at zero.  TSYS has no funds to release and merchant does not currently owe any monies to TSYS.  We regret any inconvenience to the client.Regards,TSYS Merchant Services