Good Morning,We have finally been able to make contact with the merchant and have come to an amicable resolution. The misunderstanding with the annual fee has been resolved and we have made changes to the account set up to ensure the merchant's full agreement and understanding of how...
she will be billed going forward. We were able to work together and will be able to continue the processing agreement to the merchant's satisfaction. Thank you,True Payment Solutions
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
[redacted]
Good Evening,We have attempted to reach out to merchant to discuss details of complaint more in depth but all calls have been unanswered and we have not received any return calls.In reference to hidden fees merchant is referring to...all fees were clearly disclosed on original application that...
merchant signed at time of sign up.We did receive forms back from merchant giving their approval to remove some of the optional fees/features but received after the month/billing cycle had already started so that's why they saw the charges one last time for the month of December.We have confirmed that additional fees/features have been removed and future billing will not occur.In reference to the hold on funds merchant is referring to...they are correct.They did have a temporary hold but for a transaction that was over $1500, not $500 as we do understand that a jewelry store would commonly have transactions over the $500 amount.For excessively high transactions, we will take an extra day or two to confirm the funds/transaction is valid prior to releasing the funds into a merchant's bank account.This is a safeguard put in place for the merchant's protection to ensure they don't run a higher risk of potential charge backs to which they would be responsible for.We were unaware of the merchant's request to stop services with us until this complaint was logged.We continue to be willing to work with the merchant towards a resolution that maintains the processing relationship while making the merchant feel comfortable with their initial choice of signing up with us.We will continue to reach out to merchant in an effort to ensure all merchant's issues/concerns are addressed and we are able to move forward amicably.Thank you,True Payment Solutions
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be
Complaint: [redacted]
I am rejecting this response because: I was refunded some of my funds that were taken out by mistake. Today my last month fees were taken out and I had additional charges of 109.47 taken out with no other explanation except bank card I have tried calling this company 3 times today and sent 2 emails and still no return phone call or email. All my issues are not resolved with this company.
Regards,
[redacted]
Good afternoon, The merchant was successfully installed at the beginning of October per their request and our technician ensured the equipment was fully functional by running test transactions prior to leaving per our normal process. Shortly after, the merchant advised that they...
weren’t happy with the equipment due to the process to run a chip transaction was not as easy as they preferred so they unplugged the equipment. We attempted to reach the merchant upwards of 30+ times over the next few months to address their concerns. We left multiple messages both with employees and on voicemail or were told the merchant was busy and would call back. We did at one point speak with the business owner’s daughter and explained that we were more than happy to walk through the transaction process again and explained why the process took a bit longer. We explained that the new mandatory chip technology did require a bit more time but ensured that they were processing as safely and securely as possible in addition to preventing their chances for potential chargebacks. The merchant’s daughter agreed to allow us the opportunity to further train and asked that we call back when they had more time to go through the process. Again, our attempts there after went unanswered. In January, we finally spoke with the merchant at which time they requested to cancel and the full cancellation process was explained which included the need for a signed cancellation form in addition to the equipment needing to be returned. We attempted again to retain the account by offering additional training and refunds of monthly fees once began processing but all efforts were declined. We reminded of the contract signed at time of application and that they have had processing ability the entire time but refused our efforts for further assistance so the standard account closure fees would apply. We made additional attempts by phone and email through February and March to reach merchant to advise that we were still waiting to receive required equipment but our attempts were again unanswered. We finally received equipment at the end of March/beginning of April and immediately cancelled the merchant’s account. As a courtesy, we expedited the standard final billing period and all additional charges have already been stopped. Thank you, True Payment Solutions
Good Evening, The merchant is correct that our equipment provided did not work on their cell phone. The type of cell phone being used by the merchant is the same type that is used by many of our merchants as this is part of the qualifying process to ensure we are able to successfully...
provide processing services.We initially agreed that it could possibly be our equipment causing the issue as again, the merchant's cell phone type is typically compatible.Due to this suspicion, we provided replacement equipment at no additional charge in an effort to resolve the situation.The replacement equipment would also not work which caused us to look further at the merchant's cell phone as the possible issue as again our equipment has no issues working with the same type of device for other merchants.We suggested the merchant run an update on their cell phone in an effort to further troubleshoot and get our equipment to work.The merchant claimed to have recently ran an update and refused to run any further updates.We offered additional equipment types as an alternative processing solution as we were, and still are, able to provide processing ability as per our agreement.In addition, we offered courtesy credits for months billed in an effort to retain the account.Once we have exhausted all troubleshooting options and the equipment still will not work then we are able to waive the account closure fee due to incompatibility but the merchant has not allowed us to do this.We are happy to continue working to resolve the merchant's issues and work towards getting them officially processing with us.The merchant declined our efforts and requested to cancel.The merchant has provided the required signed documentation but has failed to return our equipment.Upon return of our equipment as outlined at the original request to close the account, we will cancel the account per the merchant's request. Thank you,True Payment Solutions
Good Morning, While we did go to the business location on April 22 to attempt install and attempted to retain multiple times after, the merchant is correct that they we were never able to actually install.For this reason we offered to waive the cancellation fee as a courtesy and due to merchant not receiving the referenced refund. In addition, we offered to honor the original date of the cancellation request if merchant was able to provide confirmation of original date sent.We still have not received the necessary documentation to cancel the merchant's account and stop further charges from accruing.Once the merchant provides the required information, we are happy to close their account as we want to end things as amicably as possible.While we regret the processing relationship did not work out, we do want to show our willingness to work towards a resolution. Thank you,True Payment Solutions
Good Evening, The merchant requested cancellation June 20 after processing as recently as the day before. We advised the merchant of the standard cancellation process which requires a signed cancellation form and a standard final billing period of a minimum of 30 days from the date...
received. The merchant provided the necessary document the same day. The merchant then called again in July upset about the bill received for June monthly charges. We explained that there was active processing in the month of June and reminded again of the standard final billing period which would make July their final billing month. The merchant then called again in August upset about July billing which we tried to remind of the previous conversations but merchant refused all explanations and demanded a refund of the billed amount. We advised we would refund the annual fee as the account had already been cancelled and would of course not be with us for the year. The merchant again refused our attempts to work with them. In further efforts to work with the merchant and avoid further escalation, we agreed upon a refund of all charges except for the $9.50 statement fee as the merchant mentioned. We were unable to successfully refund the fees agreed upon because the merchant stopped payment on their bank account so the July bill amount was never actually collected. We are unable to refund fees that were never received. We did not “perpetrate fraud against” the merchant as per their claim. We successfully provided processing capabilities up to the day before the merchant requested cancellation. We cancelled the account within standard processing timeframes and ensured trial period was honored so no early termination fees applied. We even offered to refund valid fees all to work with the merchant and end the processing relationship as amicably as possible. While we regret that the merchant feels this way we feel we have done nothing to warrant these type of allegations as we have been and continue to be willing to work with the merchant. Thank you, True Payment Solutions
Good Afternoon,We have reached out to the merchant and are working on getting her issues resolved.The merchant stated that she is still waiting to get the necessary documentation for proof of closure and will send this along with the Letter of Cancellation.Based on additional information provided by the merchant and in effort to end the business relationship as positively as possible, we have agreed to waive the full Early Termination Fee upon receipt of the necessary documentation.Merchant understands that we can not stop charges or close account until this information is received.Thank you,True Payment Solutions
Good Evening,We have been in continued communication with the merchant and have been able to reach an amicable resolution.While we regret that we are unable to meet the 1.45% effective rate that merchant is referencing we also want to ensure that if the business relationship is ended that we do so as amicably as possible.We have agreed to allow the merchant out of the contractual agreement on both of their business locations without penalty.The merchant has provided all necessary documents in order for us to get the accounts closed and their concerns resolved.No further action is needed at this time.Thank you,True Payment Solutions
Good Evening, The merchant was advised of the cancellation process that included the standard final billing period initially back in October.At that time both the letter of cancellation was provided in addition to return equipment instructions.The merchant did not provide the required letter of...
cancellation until January 3.Our equipment has yet to be returned.While we regret the merchant has decided to cancel services, we are happy to honor their request for cancellation.As a courtesy, we will provide an expedited final billing period upon receipt of the necessary equipment. Thank you,True Payment Solutions
Good Morning, We have spoken with the actual sales agent to get further details as to the initial proposal and account set up.The merchant did not have actual processor statements to provide at the time of sign up so the agent had to go off of bank statement deposits to provide as close to an...
accurate estimate as that limited information would allow.Based on the information provided and agreed upon, our effective rate did come in lower based on the estimate.The merchant was charged as was agreed upon at the time of sign up and signature of application.True Payment Solutions offers a price match guarantee to all existing merchants as a way to remain competitive and ensure the best possible value.The merchant never provided us with additional statements or proposals to do price match against.Per the merchant's request, their account has been cancelled and no account closure fee was assessed as per the original agreement at the time of sign up. Thank you,True Payment Solutions
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11307619, and find that this resolution is satisfactory to me.
Regards,
[redacted]
Good Morning, The merchant is correct that there is no equipment that needs to be returned as the original agreement was to convert their existing equipment. There will be no additional charges incurred on this account.We will ensure our equipment return department is aware of the circumstances and no charges will be assessed. We thank you for your time and regret again that we weren't able to work things out in regards to processing but do wish you the best in your future endeavors. Thank you,True Payment Solutions
Good Evening, We have spoken with the merchant on various occasions in regards to their complaints. The merchant did provide the referenced material showing their rate which matches the original application signed and agreed to. This rate was 17 basis points which is what the...
merchant was assessed by True Payment Solutions.The additional fees the merchant was assessed are the pass through/interchange fees that are assessed by the major credit cards brands and also match the pass through pricing plan that is outlined on the original signed application. We have advised that no refunds are due as the merchant was charged as outlined on their contract. The appropriate cancellation form has been received and the merchant advised of the standard final billing period. As a courtesy, we have agreed to waive the normal early termination fee as a sign of good faith to show that we are willing to work towards an amicable resolution and close the merchant's complaint. Thank you,True Payment Solutions
Good Afternoon,We attempted to reach the merchant multiple times in Nov, Dec, Jan and Feb on the contact number provided at the time of application to advise that equipment had been shipped to the address provided on original application and to help walk through set up/activation process.All calls...
were unanswered and messages left were unreturned.The merchant contacted us in April wanting to know how to cancel services.At that time, the cancellation process was explained including the need for a signed letter of cancellation in order to stop charges and close account. The merchant responded to the information provided with a NO then disconnected the call.We attempted to call the merchant back to ensure complete understanding but call was answered then immediately hung up again.Continued efforts were made with no answers or return calls.In July, we reached out to again to attempt to help with the installation process and were advised by merchant that he was upset because he never received equipment.Advised we would research and follow up but upon our return calls, we received no answer or return call from the messages we left.We did not hear from the merchant again until December when again he requested to cancel and was advised of the cancellation process.Merchant has since returned signed letter of cancellation and we are able to move forward with the cancellation process.We have attempted to reach the merchant almost daily since this complaint was filed but have received no answer or return to our messages left.While we hoped we would have the opportunity to discuss the details of the merchant's complaint more in depth, we also do not wish to prolong the situation or cause additional billing to the merchant's account.No refunds will be issued due to the multiple attempts we have made to contact the merchant to both assist with processing and even ensure proper cancellation but all attempts were unanswered.Due to no actual processing occurring and as a courtesy, we will expedite the cancellation and waive the ETF.The merchant will receive one final bill for the month of December as we did not actually receive the appropriate cancellation form until then but we will not charge the standard final 30 day billing period thus waiving what would normally be a January bill as well as not assess the standard cancellation fee.While we regret that we were unable to provide processing solutions for the merchant we do wish to end the business relationship as positively as we can given the circumstances.Thank you,True Payment Solutions
I am unable to respond directly on the website so am doing so through this email in an effort to resolve this complaint.
The merchant is claiming that we promised an installation date that was not agreed upon. Any special requests would be outlined as special instructions on the original application/agreement that is signed by the merchant. Upon review of this documentation, no such promise was agreed to. Our technicians follow a schedule based upon location & availability. They did not make the "original date" as the merchant explained but rather attempted to reach out for installation the following week as their schedule allowed but their attempt was refused by the merchant.
This refusal did prevent us from being able to get the services installed.
True Payment Solutions did offer a refund of charges upon installation but this offer was refused also.
As an additional attempt & sign of good faith on our part, we offered to refund the application fee upon installation but again the offer was refused.
The merchant has not sent in a written cancellation request in order for us to stop charges on the account.
We will make another attempt to get the appropriate documentation in order to resolve this issue.
Good Evening, Though not a standard process, we will refund the remainder of the application fees as an additional courtesy and to show our willingness to work with the merchant as we would not want them or any of our merchant's to think we are conducting business in a dishonest way. Thank you,True Payment Solutions
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:It is not true that they have tried to contact me. I was the one who has been calling them since day one. Not once did they call me to try to set up or anything like they are saying. The first time I called and was upset because I never got a call back from their "sales rep" the gentleman who answered told me that they could send me to another line so they can send someone to set me up. I did decline because I told them they had already said they where going to come by and set out up yet no one came by. The sales rep even told me he himself would come by and bring me paperwork to fill out so I can send the other company that I already had to cancel with them and he never came either. I am NOT asking for a refund of the $195 I said that from the beginning all I want is a cancellation from them without a cancellation fee because all I got from them since day one has been nothing but lies. Not once have they called me like they are claiming they did to arrange anything. The only call I got from them was from [redacted] that same day I called and spoke to the supposed manager and that call was only to see what the problem I was having was. She told me she would tell [redacted] the sales rep to contact me because unfortunately there was not a lot she could do since she was not a manner or higher hand. Since then it's been zero attempts on their part to contact me. So no I do not want to be with their company and I want full cancellation with no cancellation fee. They can keep the $195.
Regards,
[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because:because they did not close this in may I had to call again I believe june 15 or 16 and there representative agreed with me and refunded the 71.60 but the also cancelled that day but charged me 375.00 instead of 300.00 again there false hood of not following thru accurately therefore they owe me 75.00 refind nown once again this company is a crooked and greedy company.. I will be calling tomorrow for my 75.00 refund still jerks as far as I am concerned boy when you sign up with them you are there best friend my agent I had asked if there were any contracts and she said no liars all of them need a refund or I will not go away have contacted several Kansas city attorneys and may proceed with civil action if not fixed in 10 days [redacted] r [redacted]
Regards,
[redacted]
Good Morning,We have finally been able to make contact with the merchant and have come to an amicable resolution. The misunderstanding with the annual fee has been resolved and we have made changes to the account set up to ensure the merchant's full agreement and understanding of how...
she will be billed going forward. We were able to work together and will be able to continue the processing agreement to the merchant's satisfaction. Thank you,True Payment Solutions
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
[redacted]
Good Evening,We have attempted to reach out to merchant to discuss details of complaint more in depth but all calls have been unanswered and we have not received any return calls.In reference to hidden fees merchant is referring to...all fees were clearly disclosed on original application that...
merchant signed at time of sign up.We did receive forms back from merchant giving their approval to remove some of the optional fees/features but received after the month/billing cycle had already started so that's why they saw the charges one last time for the month of December.We have confirmed that additional fees/features have been removed and future billing will not occur.In reference to the hold on funds merchant is referring to...they are correct.They did have a temporary hold but for a transaction that was over $1500, not $500 as we do understand that a jewelry store would commonly have transactions over the $500 amount.For excessively high transactions, we will take an extra day or two to confirm the funds/transaction is valid prior to releasing the funds into a merchant's bank account.This is a safeguard put in place for the merchant's protection to ensure they don't run a higher risk of potential charge backs to which they would be responsible for.We were unaware of the merchant's request to stop services with us until this complaint was logged.We continue to be willing to work with the merchant towards a resolution that maintains the processing relationship while making the merchant feel comfortable with their initial choice of signing up with us.We will continue to reach out to merchant in an effort to ensure all merchant's issues/concerns are addressed and we are able to move forward amicably.Thank you,True Payment Solutions
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be
Complaint: [redacted]
I am rejecting this response because: I was refunded some of my funds that were taken out by mistake. Today my last month fees were taken out and I had additional charges of 109.47 taken out with no other explanation except bank card I have tried calling this company 3 times today and sent 2 emails and still no return phone call or email. All my issues are not resolved with this company.
Regards,
[redacted]
Good afternoon, The merchant was successfully installed at the beginning of October per their request and our technician ensured the equipment was fully functional by running test transactions prior to leaving per our normal process. Shortly after, the merchant advised that they...
weren’t happy with the equipment due to the process to run a chip transaction was not as easy as they preferred so they unplugged the equipment. We attempted to reach the merchant upwards of 30+ times over the next few months to address their concerns. We left multiple messages both with employees and on voicemail or were told the merchant was busy and would call back. We did at one point speak with the business owner’s daughter and explained that we were more than happy to walk through the transaction process again and explained why the process took a bit longer. We explained that the new mandatory chip technology did require a bit more time but ensured that they were processing as safely and securely as possible in addition to preventing their chances for potential chargebacks. The merchant’s daughter agreed to allow us the opportunity to further train and asked that we call back when they had more time to go through the process. Again, our attempts there after went unanswered. In January, we finally spoke with the merchant at which time they requested to cancel and the full cancellation process was explained which included the need for a signed cancellation form in addition to the equipment needing to be returned. We attempted again to retain the account by offering additional training and refunds of monthly fees once began processing but all efforts were declined. We reminded of the contract signed at time of application and that they have had processing ability the entire time but refused our efforts for further assistance so the standard account closure fees would apply. We made additional attempts by phone and email through February and March to reach merchant to advise that we were still waiting to receive required equipment but our attempts were again unanswered. We finally received equipment at the end of March/beginning of April and immediately cancelled the merchant’s account. As a courtesy, we expedited the standard final billing period and all additional charges have already been stopped. Thank you, True Payment Solutions
Good Evening, The merchant is correct that our equipment provided did not work on their cell phone. The type of cell phone being used by the merchant is the same type that is used by many of our merchants as this is part of the qualifying process to ensure we are able to successfully...
provide processing services.We initially agreed that it could possibly be our equipment causing the issue as again, the merchant's cell phone type is typically compatible.Due to this suspicion, we provided replacement equipment at no additional charge in an effort to resolve the situation.The replacement equipment would also not work which caused us to look further at the merchant's cell phone as the possible issue as again our equipment has no issues working with the same type of device for other merchants.We suggested the merchant run an update on their cell phone in an effort to further troubleshoot and get our equipment to work.The merchant claimed to have recently ran an update and refused to run any further updates.We offered additional equipment types as an alternative processing solution as we were, and still are, able to provide processing ability as per our agreement.In addition, we offered courtesy credits for months billed in an effort to retain the account.Once we have exhausted all troubleshooting options and the equipment still will not work then we are able to waive the account closure fee due to incompatibility but the merchant has not allowed us to do this.We are happy to continue working to resolve the merchant's issues and work towards getting them officially processing with us.The merchant declined our efforts and requested to cancel.The merchant has provided the required signed documentation but has failed to return our equipment.Upon return of our equipment as outlined at the original request to close the account, we will cancel the account per the merchant's request. Thank you,True Payment Solutions
Good Morning, While we did go to the business location on April 22 to attempt install and attempted to retain multiple times after, the merchant is correct that they we were never able to actually install.For this reason we offered to waive the cancellation fee as a courtesy and due to merchant not receiving the referenced refund. In addition, we offered to honor the original date of the cancellation request if merchant was able to provide confirmation of original date sent.We still have not received the necessary documentation to cancel the merchant's account and stop further charges from accruing.Once the merchant provides the required information, we are happy to close their account as we want to end things as amicably as possible.While we regret the processing relationship did not work out, we do want to show our willingness to work towards a resolution. Thank you,True Payment Solutions
Good Evening, The merchant requested cancellation June 20 after processing as recently as the day before. We advised the merchant of the standard cancellation process which requires a signed cancellation form and a standard final billing period of a minimum of 30 days from the date...
received. The merchant provided the necessary document the same day. The merchant then called again in July upset about the bill received for June monthly charges. We explained that there was active processing in the month of June and reminded again of the standard final billing period which would make July their final billing month. The merchant then called again in August upset about July billing which we tried to remind of the previous conversations but merchant refused all explanations and demanded a refund of the billed amount. We advised we would refund the annual fee as the account had already been cancelled and would of course not be with us for the year. The merchant again refused our attempts to work with them. In further efforts to work with the merchant and avoid further escalation, we agreed upon a refund of all charges except for the $9.50 statement fee as the merchant mentioned. We were unable to successfully refund the fees agreed upon because the merchant stopped payment on their bank account so the July bill amount was never actually collected. We are unable to refund fees that were never received. We did not “perpetrate fraud against” the merchant as per their claim. We successfully provided processing capabilities up to the day before the merchant requested cancellation. We cancelled the account within standard processing timeframes and ensured trial period was honored so no early termination fees applied. We even offered to refund valid fees all to work with the merchant and end the processing relationship as amicably as possible. While we regret that the merchant feels this way we feel we have done nothing to warrant these type of allegations as we have been and continue to be willing to work with the merchant. Thank you, True Payment Solutions
Good Afternoon,We have reached out to the merchant and are working on getting her issues resolved.The merchant stated that she is still waiting to get the necessary documentation for proof of closure and will send this along with the Letter of Cancellation.Based on additional information provided by the merchant and in effort to end the business relationship as positively as possible, we have agreed to waive the full Early Termination Fee upon receipt of the necessary documentation.Merchant understands that we can not stop charges or close account until this information is received.Thank you,True Payment Solutions
Good Evening,We have been in continued communication with the merchant and have been able to reach an amicable resolution.While we regret that we are unable to meet the 1.45% effective rate that merchant is referencing we also want to ensure that if the business relationship is ended that we do so as amicably as possible.We have agreed to allow the merchant out of the contractual agreement on both of their business locations without penalty.The merchant has provided all necessary documents in order for us to get the accounts closed and their concerns resolved.No further action is needed at this time.Thank you,True Payment Solutions
Good Evening, The merchant was advised of the cancellation process that included the standard final billing period initially back in October.At that time both the letter of cancellation was provided in addition to return equipment instructions.The merchant did not provide the required letter of...
cancellation until January 3.Our equipment has yet to be returned.While we regret the merchant has decided to cancel services, we are happy to honor their request for cancellation.As a courtesy, we will provide an expedited final billing period upon receipt of the necessary equipment. Thank you,True Payment Solutions
Good Morning, We have spoken with the actual sales agent to get further details as to the initial proposal and account set up.The merchant did not have actual processor statements to provide at the time of sign up so the agent had to go off of bank statement deposits to provide as close to an...
accurate estimate as that limited information would allow.Based on the information provided and agreed upon, our effective rate did come in lower based on the estimate.The merchant was charged as was agreed upon at the time of sign up and signature of application.True Payment Solutions offers a price match guarantee to all existing merchants as a way to remain competitive and ensure the best possible value.The merchant never provided us with additional statements or proposals to do price match against.Per the merchant's request, their account has been cancelled and no account closure fee was assessed as per the original agreement at the time of sign up. Thank you,True Payment Solutions
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11307619, and find that this resolution is satisfactory to me.
Regards,
[redacted]
Good Morning, The merchant is correct that there is no equipment that needs to be returned as the original agreement was to convert their existing equipment. There will be no additional charges incurred on this account.We will ensure our equipment return department is aware of the circumstances and no charges will be assessed. We thank you for your time and regret again that we weren't able to work things out in regards to processing but do wish you the best in your future endeavors. Thank you,True Payment Solutions
Good Evening, We have spoken with the merchant on various occasions in regards to their complaints. The merchant did provide the referenced material showing their rate which matches the original application signed and agreed to. This rate was 17 basis points which is what the...
merchant was assessed by True Payment Solutions.The additional fees the merchant was assessed are the pass through/interchange fees that are assessed by the major credit cards brands and also match the pass through pricing plan that is outlined on the original signed application. We have advised that no refunds are due as the merchant was charged as outlined on their contract. The appropriate cancellation form has been received and the merchant advised of the standard final billing period. As a courtesy, we have agreed to waive the normal early termination fee as a sign of good faith to show that we are willing to work towards an amicable resolution and close the merchant's complaint. Thank you,True Payment Solutions
Good Afternoon,We attempted to reach the merchant multiple times in Nov, Dec, Jan and Feb on the contact number provided at the time of application to advise that equipment had been shipped to the address provided on original application and to help walk through set up/activation process.All calls...
were unanswered and messages left were unreturned.The merchant contacted us in April wanting to know how to cancel services.At that time, the cancellation process was explained including the need for a signed letter of cancellation in order to stop charges and close account. The merchant responded to the information provided with a NO then disconnected the call.We attempted to call the merchant back to ensure complete understanding but call was answered then immediately hung up again.Continued efforts were made with no answers or return calls.In July, we reached out to again to attempt to help with the installation process and were advised by merchant that he was upset because he never received equipment.Advised we would research and follow up but upon our return calls, we received no answer or return call from the messages we left.We did not hear from the merchant again until December when again he requested to cancel and was advised of the cancellation process.Merchant has since returned signed letter of cancellation and we are able to move forward with the cancellation process.We have attempted to reach the merchant almost daily since this complaint was filed but have received no answer or return to our messages left.While we hoped we would have the opportunity to discuss the details of the merchant's complaint more in depth, we also do not wish to prolong the situation or cause additional billing to the merchant's account.No refunds will be issued due to the multiple attempts we have made to contact the merchant to both assist with processing and even ensure proper cancellation but all attempts were unanswered.Due to no actual processing occurring and as a courtesy, we will expedite the cancellation and waive the ETF.The merchant will receive one final bill for the month of December as we did not actually receive the appropriate cancellation form until then but we will not charge the standard final 30 day billing period thus waiving what would normally be a January bill as well as not assess the standard cancellation fee.While we regret that we were unable to provide processing solutions for the merchant we do wish to end the business relationship as positively as we can given the circumstances.Thank you,True Payment Solutions
Good evening!
I am unable to respond directly on the website so am doing so through this email in an effort to resolve this complaint.
The merchant is claiming that we promised an installation date that was not agreed upon. Any special requests would be outlined as special instructions on the original application/agreement that is signed by the merchant. Upon review of this documentation, no such promise was agreed to. Our technicians follow a schedule based upon location & availability. They did not make the "original date" as the merchant explained but rather attempted to reach out for installation the following week as their schedule allowed but their attempt was refused by the merchant.
This refusal did prevent us from being able to get the services installed.
True Payment Solutions did offer a refund of charges upon installation but this offer was refused also.
As an additional attempt & sign of good faith on our part, we offered to refund the application fee upon installation but again the offer was refused.
The merchant has not sent in a written cancellation request in order for us to stop charges on the account.
We will make another attempt to get the appropriate documentation in order to resolve this issue.
Thank you,
True Payment Solutions
Good Evening, Though not a standard process, we will refund the remainder of the application fees as an additional courtesy and to show our willingness to work with the merchant as we would not want them or any of our merchant's to think we are conducting business in a dishonest way. Thank you,True Payment Solutions
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:It is not true that they have tried to contact me. I was the one who has been calling them since day one. Not once did they call me to try to set up or anything like they are saying. The first time I called and was upset because I never got a call back from their "sales rep" the gentleman who answered told me that they could send me to another line so they can send someone to set me up. I did decline because I told them they had already said they where going to come by and set out up yet no one came by. The sales rep even told me he himself would come by and bring me paperwork to fill out so I can send the other company that I already had to cancel with them and he never came either. I am NOT asking for a refund of the $195 I said that from the beginning all I want is a cancellation from them without a cancellation fee because all I got from them since day one has been nothing but lies. Not once have they called me like they are claiming they did to arrange anything. The only call I got from them was from [redacted] that same day I called and spoke to the supposed manager and that call was only to see what the problem I was having was. She told me she would tell [redacted] the sales rep to contact me because unfortunately there was not a lot she could do since she was not a manner or higher hand. Since then it's been zero attempts on their part to contact me. So no I do not want to be with their company and I want full cancellation with no cancellation fee. They can keep the $195.
Regards,
[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because:because they did not close this in may I had to call again I believe june 15 or 16 and there representative agreed with me and refunded the 71.60 but the also cancelled that day but charged me 375.00 instead of 300.00 again there false hood of not following thru accurately therefore they owe me 75.00 refind nown once again this company is a crooked and greedy company.. I will be calling tomorrow for my 75.00 refund still jerks as far as I am concerned boy when you sign up with them you are there best friend my agent I had asked if there were any contracts and she said no liars all of them need a refund or I will not go away have contacted several Kansas city attorneys and may proceed with civil action if not fixed in 10 days [redacted] r [redacted]
Regards,
[redacted]