TransFirst

Mr. [redacted],I just verified that the refund of $398.78 was sent to your bank via ACH on 11/15/16. You should see those funds in your account today, 11/16/16. Please let us know if you have any further questions or concerns.Regards,[redacted]###-###-####

TransFirst has been in contact with [redacted] - Director of Customer Relations at Merchant Bankcard, the Independent Sales Organization that setup your merchant account with TransFirst. He has stated that he will request that $65.09 (processing fees) be refunded along with the $49.00 “Merchant Payment Insurance” upon receipt of the equipment that is being returned to their office.  The Amount of $65.09 is the remainder of the fees charged in April,  as $28.80 has been refunded as a courtesy by TransFirst as of Thursday, May 19th.In addition to the refunds, upon receipt of the equipment and processing of the refunds, Merchant Bankcard will also close your merchant account with TransFirst.Again, we apologize for any inconvenience and hope that through the efforts of the TransFirst team, you are able to resolve this issue with Merchant Bankcard.

Ms. [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 clarity of the early termination fee at the time of your application.
On January 8, 2016,...

you discussed sending in a check to pay the balance of $500 for the early termination fee.  The check was received on January 25, 2016; per our telephone conversation on January 25, 2016, we will not be processing the check and will be sending it back to you via US Mail.
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 [redacted].
Regards,
[redacted]
Operations Manager, Account Specialists
TransFirst LLC

Dear Ms. [redacted], On November 9th, 2016 our systems experienced an outclearing issue which resulted in certain transactions from November 8th, being processed multiple times.  We took immediate action to rectify the issue and initiated the appropriate reversals.  As each card issuer...

handles refund transactions differently, some cardholders’ available balances may be adjusted immediately while others may experience a short delay.   We understand that you did receive the correct funds, though throughout the process you incurred two Insufficient Fund Fees of $34 each from your credit union.  We sincerely apologize for any inconvenience and frustration this might have caused and appreciate the opportunity to address your complaint. Per our discussion on December 12th, the Insufficient Fund Fee of $68 has been processed and you see it as a credit to your account. Thank you so much for your patience while we resolved this for you.   Please do not hesitate to reach out to us directly should you need further assistance.

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,so long as to both accounts Tsys assigned to [redacted] are fully closed:  [redacted]Thank You.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/07/15) */
July 14, 2015
[redacted] XXXXX
XXX-XXX-XXXX
[redacted]@yahoo.com
RE: Revdex.com Case #XXXXXXXX
Dear [redacted],
I wanted to apologize for the issues and service you received the past month. TransFirst has...

identified the root cause of the error and is actively working with our third party vendor to correct the issue.
I have confirmed that [redacted] was provided a refund of $175.00 for the overdraft fees incurred as a result of the error.
If you have any questions or concerns, please do not hesitate to call me at XXX-XXX-XXXX.
[redacted]
Manager of Merchant Services
TransFirst, LLC
XXXXX [redacted] XXXXX

On Thursday, April 14, 2016, Kody [redacted] approached me just after I drove into my garage. He stated that my husband was awaiting my consent to trim trees on our property. He showed me what needed to be done and I consented to the same for a fee of $675.00. My husband, who returned after the tree service had left, informed that he had "told the one in the red shirt, NO." (There were 3 others in this group.) Later that day, the same group returned across the street to complete some tree trimming. My husband and I approached them and they became belligerent. I called the police who, of course, said this was a civil matter. These guys left the neighborhood. Naturally, when I checked the following morning, Kody had already cashed my check immediately after performing the tree trimming. LYING about my husband's consenting to have the work done, upon my approval, is DECEPTION. Kody caught me off-guard with his fast talk and assurance that my husband wanted this work completed once I gave my approval. He is definitely a dishonest businessman since he, himself, never spoke with my husband. I called the tree service number and requested our receipt and the ingredients in the two spikes he had placed around our ash tree. He has never returned my call, sent information or mailed a receipt to us. So sad that this young man and his colleagues are less than honest and upright in doing business. This was an extremely NEGATIVE experience and we hope to have others avoid this less that honest service.

Complaint: [redacted]
I am rejecting this response because:  I did not get the refund through my bank.  Tell me the date you refunded it and I will see why the bank didn't put it in my account.  I am not closing this issue until I see the refund.
Sincerely,
[redacted]

TransFirst has been actively working with our Bank partner, with whom the merchant has a relationship, to obtain all the documentation with proof of the cash sales.  The requested information was received this week and is currently under review.

6/7/2016   [redacted] RE: Revdex.com Case [redacted],  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 June 6, 2016...

stating that you have changed to another company.  The contract that was agreed upon was electronically signed on April 29, 2015, 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 allother 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) $250 for Merchants with less than twelve months remaining from the date of termination to the end of the then current Term, or; (2) $500 for Merchants with more than twelve months remaining, or such portion of the foregoing as may be permitted by applicable law. Per the agreement with NFIB the Early Termination fee can be waived if you contact TransFirst prior to switching to a new provider, as you had switched before contacting TransFirst the Early Termination fee not be refunded to your account.  Regards, [redacted]Operations Manager, Account SpecialistsTransFirst LLC

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]

[redacted]    [redacted]
[redacted]      [redacted] DBA:      Triangle Investment   [redacted],   Thank you for sending in your feedback through the Revdex.com.  We apologize for any misunderstanding regarding our opt out...

process for our TransLink Insights program.  We appreciate your time on the phone to work through your feedback and address any additional questions and concerns.   When you called in on August 9, 2017, we transferred your call to our partner Womply to have you opt out of our program.  Per our discussion, you have been removed from this program and a full 9 months of TransLink Insights fees have been refunded to you.    You initially received notification on your opt out options on your August 2016 statement, then on your October 2016 statement it indicated your free trial period would be expiring with monthly billing starting in November 2016 of $29.99.  As discussed, this program was a trial period for 3 months. We regret that your experience with our product wasn’t a positive one.   Please do not hesitate to contact us further if you have additional questions or concerns.  We appreciate the opportunity to update your account and address your concerns.  We regret any inconvenience this matter has caused and hope to retain your business.   Regards, TSYS Merchant Services

TransFirst’s response 5/16/2016The definition of excessive chargebacks is defined in the TransFirst Merchant Agreement which is attached and is pasted below from Section 11.2:(v) At any time during the term of the Merchant Agreement, Merchant has had a monthly ratio of Chargebacks to Transactions exceeding one percent, or Chargebacks are in excess of three percent of any monthly dollar amount of Transactions.At the time the merchant account was closed by TransFirst the merchants chargeback monthly dollar amount rate was as 24% in January 2016, 25% in December 2015 and 23% in November 2015,  which exceeds the three percent stated in the paragraph above.The merchants’ application in 2011 stated the merchant was involved in Welding and Fabrication, no mention of the sales of firearms.  There are various kinds welding and metal repair or fabrication, businesses TransFirst relies on the merchant to clearly define the business model on the application, TransFirst does not make assumptions about a merchants’ business model.  In this case there was no mention that this business sold firearms.  In this case, Mr. Turner signed and personally guaranteed this application and is responsible to ensure the application information is correct and accurate.  The TransFirst Merchant Agreement requires the merchant to warranty the following:4.4 Merchant does not do business under a trade name or style not previously disclosed in writing, and there has been no change in the nature of Merchant’s business or the product lines that Merchant sells not previously disclosed;Mr. Turner was required to advise TransFirst that his business was selling firearms, this was never disclosed to TransFirst, hence the breach of the merchant agreement.  In reviewing the website for Turner Fabrications there is no information disclosing to the consumer about any requirements of FFL data being needed.  TransFirst attempted to purchase a firearm from the website and the payment for the gun was accepted and there are no Terms and Conditions explaining the need for an FFL for the purchase to be completed.  TransFirst’s requirements for merchants selling firearms are in depth and we do require that the merchant:  disclose on the application that merchant is selling firearms and that the merchant have the correct procedures on the website outlining the verification/handling and shipment of the firearms.  The sale of firearms was not disclosed on the merchant application, nor is the procedures outlined on the website.When the merchant account was listed to MATCH it was due to the excessive chargebacks and the discrepancy in the business model.  This account was closed with TransFirst for both the excessive chargebacks and the fact that the sale of firearms was different than the application as well as the issues listed in the above paragraph.  Mr. Turner and his wife have spoken with both the chargeback and collection department regarding the chargebacks and the outstanding collection amount.  At this time the decision to list the business on the MATCH file will remain.  Attached are the following documents:  TransFirst Merchant Agreement[redacted]

Initial Business Response /* (1000, 6, 2015/12/22) */
Ms. [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 to address the fees on your account. Per our...

conversation, I have calculated a preliminary rate review on your account and you mentioned you had a comparison quote that was given to you by your local bank. TransFirst is dedicated toward quality customer service and we offer a "Meet or Beat "program, per our agreement you will be sending in your comparison quote for a free analysis.
We look forward to working with you and reducing your rates and fees in an effort to provide a positive customer experience. Again, we sincerely apologize for the poor experience you have had with us. If you have questions or concerns, please do not hesitate to call us.
Regards,
[redacted]
Retention Manager

Case:    [redacted] MID:      [redacted] DBA:      [redacted]    Mr. [redacted],   Thank you for sending in your feedback through the Revdex.com. In response to your Revdex.com concern, your merchant...

account was approved on November 30, 2017.  All applications are reviewed by an analyst for additional Know Your Customer (KYC) requirements, and a site inspection was needed to validate your business operations and inventory due to this being a home-based business.   At that time, funds were held until validation of the business was completed. TSYS is authorized, per our merchant agreement, to utilize a site inspection to validate a business. [redacted] is a separate entity from TSYS. [redacted] waiving a site inspection requirement does not forgo that requirement through TSYS.   On the afternoon of December 1, 2017, we received notification that you refused to allow the site inspection to be completed. Once we received the notice of site inspection refusal, we were unable to validate business operations and a closure request was submitted. Due to the timing of the mailing schedule, a letter could not be sent out that same day. The letter was sent out December 4, 2017.   Regarding the transactions held, we do reserve the right to hold funds, if necessary, for up to 180 days per the merchant processing agreement (section 3.3, sub-section b). This is to cover any trailing risk associated with your merchant account.  If cardholders do not receive the product, the cardholder could then exercise their chargeback rights.   Additionally, it was found you were selling name-brand products with no proof of authorization from those companies, which is a violation against the card associations (I.E. [redacted].   Currently, we have $349.97 on hold and there is $159.99 that was not settled through the terminal.   Regarding, the $159.99, you will need to settle those transactions through your new processor. To expedite the release of the $349.97 on hold, please supply documentation showing the consumers received the products sent for these transactions.   Lastly, your account has not been listed on the MATCH database.   Please do not hesitate to contact us further if you have additional questions or concerns.    Regards, TSYS Merchant Services

We have reviewed the merchant’s account and our records indicate that all fees were properly disclosed to the merchant in the form of a merchant application and agreement. Our records also indicate that the documents were executed by the merchant. However, as a show of good faith as, we have closed...

the merchant’s account, waived all applicable early termination fees and have issued a refund in the amount of $43.75 for January 2017 statement fees. We are hopeful this will resolve all issues and are committed to ensuring customer satisfaction.

In response to case# [redacted], TransFirst, Inc, has reviewed the account information and the information provided at time of application.  Merchant states that business type was disclosed to sales representative.
We find no evidence of disclosure of outbound sales as the marketing strategy...

in the documentation on file.  Outbound sales is an exclusionary business model and therefore, the account needed to be closed and a letter was sent to the merchant.  The merchant processed and was funded over $17,000 during their tenure with TransFirst, Inc.  The only funds that were suspended were $597.00 as chargeback activity began to increase on the account.  While we can appreciate and acknowledge the merchant’s comments, fees that were incurred related primarily to processing activity that was paid to the merchant.  Any confusion on the part of our sales team was unintentional as our primary intent is to provide quality customer service.
Thank you,
[redacted]
Director ~ Risk Management
###-###-####
Fax ###-###-####

TransFirst has reviewed the merchant’s complaint and identified that Parts Barn Inc. processed $1,192.13 in credit card transactions in May, which resulted in the charge of $37.49 (billable in June). Per the previous complaint (case #[redacted]), we were under the impression that the Independent...

Sales Organization, Merchant Bank Card would take care of all refunds promised to Parts Barn Inc. We are sorry for any confusion, and in a good faith effort, we will refund Parts Barn Inc. $37.49 without a request from Merchant Bank Card. This amount will be refunded to the bank account on file. We have verified the account is closed and no further charges will take place from TransFirst.

[redacted]    [redacted]
[redacted]      [redacted]
[redacted]      [redacted]   Mr. [redacted],   Thank you for sending in your feedback through the Revdex.com. In response to your Revdex.com concern, the merchant...

processing account was closed due to excessive chargeback activity, thereby violating the merchant processing agreement and card brand regulations.  Many of the chargeback reasons cited by cardholder(s) were fraud-card absent environment.   The chargeback rate at time of closure was 25% of all sales (card brand regulations define excessive chargeback rate as above .75% of sales).  As such, the account was closed and per the merchant processing agreement, there is an early termination fee (ETF) of $500 associated.  Merchants are contracted to process according to card brand regulations and within the contract requirements.   The ETF was assessed, but when debit was attempted, there was a return of ‘account frozen’ from the bank.  No funds were obtained to satisfy the $500 ETF.  TSYS did not receive the $500.00 ETF from the plaintiff and has written the amount off as a loss at this time.   There are no funds currently on hold with TSYS.   Please do not hesitate to contact us further if you have additional questions or concerns.    Regards, TSYS Merchant Services

[redacted]  [redacted]
[redacted]  [redacted]
[redacted]Thank you for sending in your feedback through the Revdex.com.  Upon researching your merchant account, TSYS Merchant Services has determined that there was no indication at time of application that the...

information provided was not valid. [redacted] was informed about an early termination fee (ETF) should the account be closed and then stated that the account was opened by a relative, in this case, his brother.[redacted] claims his brother opened this account with his credentials, but TSYS has not been provided any documents to this effect. Our research has not yielded any information that would indicate fraud. TSYS’ Risk Department advised [redacted] that we could attempt to debit the bank account on record and if funds were retrieved, possibly give to [redacted], as he states the funds are his, but not the account. The bank account did not have the funds available and the debit was returned unpaid.  TSYS has no funds currently on hold and there is a collection balance of $47.00 on the account at this time.TSYS has requested a fraud affidavit and/or police report and both were denied by [redacted].  We have no supporting information that would deem this to be fraud and we have no knowledge or affiliation to an entity named, [redacted]. If [redacted] submits a police reports and/or affidavit, we can revisit the matter. We regret the situation has negatively impacted [redacted], but TSYS is not liable nor does it have any funds to return.Regards,TSYS Merchant Services