True Merchant

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Thank you and Regards, *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below It is true that I signed the agreement However, a True Merchant representative verbally assured me that the terms would be month to month Clearly True Merchant does not dispute this, as written in their email to me, they requested the Early Termination Fee be waived That request was made because of their promise to meI would like that promise to be honored.*** ***

True Merchant did request the Early Termination Fee be waived but the contract signed by the customer was not a month to month agreement so the request was denied. True Merchant will make another request the early termination fee be waived. If its approved True Merchant will request a refund

April 15, 2016Re: Compliant ID ***In response to the captioned compliant, attached is the agreement the customer digitally signedThe terms and conditions state there's an early termination fee and the agreement is for five yearsFor your convenience this information has been highlighted in
yellow.The consumer cancelled the contact prior to its effective date and as per the signed agreement the customer was charged the early termination fee.Sincerely,Helen T***True Merchant

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I have attached the "Ticket Details" from True Merchant regarding the cancellation of our agreement It is clearly stated by the True Merchant Vice President that I have a month to month contract with them The internal issues of True Merchant are not my concern The unexpected automatic withdrawal from our bank account for this early termination fee has caused us some hardship, but all I'm asking for is a full refund of this fee.
Regards,*** ***

The customer signed an agreement with (5 year) terms and an early termination fee.  Several months after the fact the customer requested the contract be considered a month to month agreement.  True Merchant made a good faith effort to have this contract amended and fee waived even though customer was cancelling their contractual agreement.   This is noted by the documentation provided by the customer.True Merchant formally made another refund request on behalf of this customer which was approved and the early termination fee  ($750.00) was refunded to their account on 4-21-2016.

Review: We were solicited by True Merchant last spring. I agreed to meet with the sales rep. He made a very compelling argument for switching merchant services/credit card processing from the company we had been using to True Merchant. The company we were using at that time did not have any specific terms. I could break our agreement at any time without penalty. I made it clear to the sales rep that True Merchant would have to offer the same condition in order for me to make the switch. I was assured of this. After signing, we had problems with getting reimbursements for some of our customers. One customer waited 3-4 weeks for a refund. At that point we decided to change merchant services. I was told there would be an early termination fee. I argued that was not our agreement. I was given assurance that True Merchant would infact work with us on a month to month basis. We agreed to continue with them, but after another incident with a refund for a customer, we decided to change merchant services. I asked if the promise of the monthly terms would be honored and was assured that it would. After ending our agreement, our bank account was debited $750.00. I contacted a Vice President at True Merchant and was told they had made the request to waive the Early Termination Fee, but it was denied. She has ignored all subsequent emails and phone calls and has not made any attempt to rectify this situation.Desired Settlement: I would like the Vice Presidents of True Merchant that I was working with to honor their agreement and refund the early termination fee.

Business

Response:

April 15, 2016Re: Compliant ID [redacted]In response to the captioned compliant, attached is the agreement the customer digitally signed. The terms and conditions state there's an early termination fee and the agreement is for five years. For your convenience this information has been highlighted in yellow.The consumer cancelled the contact prior to its effective date and as per the signed agreement the customer was charged the early termination fee.Sincerely,Helen T[redacted]True Merchant