[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: There statements are false.
I spoke with the company several times and on several occasion when they left messages they said they were sending the unit out so I seen no reason to contact them until I received the unit which I never did when I finally spoke with a gentleman from the company he figured out that they had sent the unit to there salesman that signed me up for there service and he would contact him and have him get it to me. They never sent one to the address provided on application. I did hang up on them one time but they did not call back immediately nor did I answer and hang up. The second time I called to cancel they sent me the papers and I filled them out and sent them back and asked for a refund of the service I paid for but they didn't provide and they said NO unless I would continue there service. They have contacted me 1 time since I filed the complaint but I haven't had a chance to call them back because I work 16-18 hours a day and when I am in the shop where I can call they are closed.
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 Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: Just today I received the paperwork from the [redacted] Appraisal District which the company requested as verification that I had closed my business. It took time to get this paperwork and I will be sending it to them via scan/email as requested by the company along with my signature and a request of cancellation as of 6/9/15 tomorrow. They did offer the refund but I still refuse to pay early termination fees, because [redacted] the Merchant Services Consultant, whom I spoke to failed to mention monthly fees that would be directly withdrawn from my bank account. She said the cancelled check was for deposit purposes an failed to mention monthly withdrawals from my bank account. I feel that I have been misled and misinformed and I signed the paperwork under false pretenses. I have no desire to continue to do business with a company that has misled me. I have uninstalled their app from my phone, have refused to use it even once, and would like to send back the app they left with me. As of tomorrow, I will send them the paperwork they requested to continue my cancellation process.
Regards,
[redacted]
Good Afternoon,The merchant signed and agreed to process for a period of 36 months when she initially joined True Payment Solutions at the end of July.Though not excessively, the merchant did actively process and receive successful deposits from processing with us as we were able to successfully...
provide the services we agreed upon.We spoke with the merchant multiple times in August in reference to the merchant requesting to cancel as they mentioned they wanted to go to another processor.Our retention efforts were declined so we advised of the cancellation process that included the requirement of a signed LOC to stop any further charges.The merchant did advise us that she didn't care if we tried to bill her as she was going to close her bank account and we wouldn't be able to charge her anything additional.Tried explaining the cancellation process again but our efforts continued to be denied.The merchant spoke with us again at the beginning of September to confirm she had received her deposits and was reminded again of the cancellation process.We did not hear from merchant again until this complaint was filed.Upon our additional attempts to reach out , our calls are routed directly to voicemail and our messages are not returned.Merchant is responsible for any outstanding balances due to closing their bank account on file but we have reduced their cancellation to $275 instead of the standard $550 due to the circumstances surrounding their account.Due to inactivity and non payment due to the merchant closing their bank account, their processing account has been closed and no further charges will incur.We will continue to attempt to reach the merchant to advise of this information verbally but can assure that continued charges will not be assessed in the event we remain unable to speak with them directly.Thank you,True Payment Solutions
We have spoken briefly with the merchant to clear up
confusion around First Data/respective companies to ensure merchant’s
understanding that we are an independent organization and absolutely still in
business.
In addition, we were able to get the phone...
number corrected
on the merchant’s receipts.
Due to timing conflicts, we have been unable to talk more in
depth in regards to merchants other questions/concerns but will continue to be
in touch and work towards a resolution.
[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:Our contract is: Interchange + Discount Rate: 0.14%
1. We have been charged an additional 0.50% on all non-regulated debit card transactions since December 2014. Example: March 2015 statement - [redacted] (1.05% + .15) 214 transactions totaling $5,116.40, the actual cost for the card $85.82 + $7.16 (to true payment for the 0.14%) is $92.98, we were charged $118.59 that is $25.61 over the actual cost.
2. We were charged an additional 0.11% on [redacted] since January 2015, on top of the 0.13% that we have paid since we started in May 2014. Example: April 2015 statement - [redacted] (at cost): $32.58 for a total overall volume of $22,997.79 = 0.14%, then listed as a separate line item: [redacted] (debit & credit): $13.74 for our [redacted] totaling $11,791.30 = 0.11%.
3. We paid an additional 1.3% on all regulated and non-regulated [redacted] charges since September 2014 which was listed on our contract as [redacted], but we were not aware of the consequences which should have been explained to us that we should not use pin debit. Example: [redacted] (.85% + .16) 41 transactions totaling $964.23, the actual cost for the card $14.76 + $1.35 (to true payment for the 0.14%) is $16.11, we were charged $28.24 that is $12.13 over the actual cost.
4. We received a notice on our March 2015 statement that effective May 2015 we will be charged an additional 0.06% increase to the April 2015 updated Interchange pricing. Our contract is [redacted] (actual cost) + 0.14% to True Payment Solutions.
From my first inquiry about us being overcharged, I told them that I need to be able to reconcile my statements. I was told to [redacted] it and get the actual [redacted] from [redacted] and [redacted].
Now when asking about #2 and #4 above I am being told that these charges are coming from [redacted] and [redacted] and that True Payments has no control over it. I was also told that if I do cancel the contract that I will be charged the cancellation fee of $550.00 and we will not be reimbursed for any of the above listed items. 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]This has not solved anything I can prove you did not attempt an install. Every square inch if our store is under surveillance. I want refunded for the equipment that was ordered and never received 200 and I want refunded for all the months you have billed me for services I have not received, and last but not least I expect my cancelation to be completed without a fee as I HAVE NEVER RECIEVED SERVICES. I WILL NOT STOP, BECAUSE THUS IS UNJUST. FOR THE Revdex.com HIW CAN I SEND YOU VIDEO SURVEILLANCE FOR THE DAY SO I CAN PROVE THEY ARE LIARS& THIEVES. STILL ASKING WHERE IS A TRACKING NUMBER FOR THE EQUIPMENT YOU WERE SUPPOSED TO INSTALL OR MY REFUND FOR THAT? I KNOW YOU CAN NOT PROVIDE IT CAUSE YOU TOOK MY MONEY AND NEVER SENT MY EQUUPMENT OR ATTEMPTED AN INSTALL... YOU JUST RIPPED ME OFF.
Complaint: [redacted]
I am rejecting this response because:
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: as of today, I received an email from one of the companies involved in all of this mess saying that I would owe $495 for equipment if it was not returned by October 22. Since I never received any equipment and did not contract with any company other than True Payment Solutions. I would like verification from True Payment Solutions that Central Payment has been notified and that we have no equipment and therefore do not owe Central Payment any money.
Regards,
[redacted]
[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 I will close the complaint once the refund has been posted to my account. This has taken way too long, and this refund should have been posted weeks ago. They are dragging this out as long as they can. I will contact you once I receive the refund. But I'm not holding my breath.
Regards,
[redacted]
Good Evening,We have attemp[redacted] to contact [redacted] to follow up with this issue, we received no answer and did not have the ability to leave a voice mail.While it is unfortunate that we are unable to continue a business relationship with [redacted], we do want to end things as positively as we can given...
the circumstances.Mid October and early November, [redacted] was advised of the cancellation process which requires written notification of her intent to cancel.No refunds will be issued because this letter was never received thus the account continued to incur normal monthly charges.We have since received the appropriate forms in order to cancel per our cancellation process on 12/04/2014.We will honor the merchants request to cancel the account at this time.As a sign of good faith and in an effort to move towards a final resolution, we have agreed to do an accelera[redacted] cancellation for [redacted].This will close out her account & stop additional charges from incurring on the account. Thank you,True Payment Solutions
Good Afternoon,As per Mr. [redacted]' signature on the attached Early Termination Fee Addendum, it clearly states that "True Payment Solutions will be reimbursing the previous processor's Early Termination Fee" not that we would be paying said fee upfront and/or directly to the company.In addition, it re-outlines our Early Termination Fee Agreement as well.On 02/20/2014, Mr. [redacted] called in reference to his reimbursement.He was reminded of the complete process, expressed his complete understanding and even stated that he was going to wait a bit to cancel with them to ensure he had enough funds in his bank account so would not be sending in his bank statement just yet.Again on 02/24/2015, we spoke with Mr. [redacted] and confirmed that we would be covering the full amount of his previous processor's cancellation fee and ensured he had all the appropriate forms and information needed to process the reimbursement.Mr. [redacted] again expressed his full understanding and stated he was going to wait a little while longer but would let us know once he had been charged the fee.The next time we heard from Mr. [redacted], he expressed his desire to cancel services because he felt that we lied to him.When reminding him of the previous conversations we had with him his response was that he didn't care and he wanted to cancel.At that time, we did attempt to retain Mr. [redacted] business but were unsuccessful so tried to explain the cancellation process but Mr. [redacted] hung up.We again attempted to reach out to Mr. [redacted] for retention efforts but our efforts were declined so instead fully educated Mr. [redacted] on the cancellation process.We have not received the necessary documentation needed in order to cancel Mr. [redacted] account per his request so did attempt to reach out to him again.Mr. [redacted] does pick up the phone but immediately hangs up each time we call.Due to being unable to reach Mr. [redacted] by phone, we have re-emailed the cancellation form and advised of the equipment return policy to include our return shipping address.We still are more than happy to provide processing services for Mr. [redacted] and cover his full early termination fee as agreed upon but will also honor his request to cancel services upon receipt of the appropriate cancellation form.Thank you,True Payment Solutions
Good Evening, The original agreement was for an even swap of equipment but after learning that the equipment needed was not of equivalent value, the merchant was initially asked for assistance in covering the increased cost. When the merchant refused, and requested to cancel because the agreement was for free equipment, we agreed to honor and provide the necessary equipment in efforts to retain the account. We wanted to ensure we were meeting our part of the agreement as the merchant mentioned and even offered refunds upon installation and processing along with a decreased contract term based on the merchant’s grievances. We more than showed our willingness to work with the merchant and honor the agreed upon terms at time of sign up. We met all requests the merchant had issues with but cancellation was still requested so we provided the full cancellation process. The merchant has still not provided the necessary signed cancellation form in to close their account. We are happy to still honor our commitment to provide processing services or also cancel the account per the merchant’s request and stop billing but must have the required document to do so. Thank you, True Payment Solutions
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.
as long as they follow through with the full refund.
Regards,
[redacted]
Good Evening, The merchant entered into an agreement for True Payment Solutions to convert their existing Point of Sale system and software with a special agreement that if we were unable to complete the conversion due to incompatibility on our end, the merchant would not be held...
responsible for the standard early termination fee.The application fees are separate from the above mentioned contract terms and special agreement.We agreed to refund the application fee IF we were unable to provide services.While we are able to successfully convert the merchant's POS system, there are additional fees associated with the conversion that would not provide the most value to the merchant as their monthly fees would increase.True Payment Solutions wants to ensure our merchant's are in a better place by switching to us so have agreed to cancelling the merchant's accounts without penalty even though we are able to successfully meet our commitment of converting their system.The merchant's applications were successfully processed and accounts created in our system which generated the normal application fees to be assessed.While we would not normally refund these fees if an account is successfully boarded in our system, as an additional courtesy we will refund half of the amount charged as a sign of good faith and to show our willingness to work with the merchant and close their complaint. Thank you,True Payment Solutions
---------- Forwarded message ----------From: [redacted]<[redacted]>Date: Wed, Oct 26, 2016 at 4:06 PMSubject: Re: You have a new message from the Revdex.com of Greater Kansas City in regards to your complaint #[redacted].To: Revdex.com <[redacted]>At this point the response is as expected. Again no comments were made as to the lack of training of the sign up customer service rep they sent out. I just want it to be noted that all the complaints made by other are of similar nature. This business obviously needs to make sure the customer service rep that are signing people up don't make glade promises and cause financial hardship to small business.
Good Evening, We were able to speak directly with the merchant and come to an amicable resolution.The account has already been closed so no further charges will be assessed.In addition, we have agreed to refund monthly fees during which time merchant did not have a working terminal.While we regret...
that the situation escalated and our processing relationship has ended, we are pleased to be able to resolve the merchant's concerns and come to a mutual understanding leaving both parties feeling better overall.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 as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] I completely reject their lies. This company manager has an HP in deception, so his/her employees. They offered price comparison and they didn't maintain it. That was the reason I cancelled my account. Why didn't they match my price with older company when my account was active. They are proving my words when I said they are lying all the time and find ways to get away from being charged. they are professional in lying. I gave them the reports and I called the salesman many times and I talked to a manager about it but they didn't bother to come to my store to discuss this matter. Now they are lying again and saying we cant do the match since the account is not active. but why they didn't do it when I called them while the account was active. I know their answer before I started this case, because it is all the time answers as follow: we didn't know about it, customer didn't contact us, we don't have a record of his fax or calls lies lies lies. They teach their employees to lie too. If you look at the company's' complaints for employees you will see that one of their employees admitting that the company teach them how to lie and deceive their customers.They need to change this false advertising policy of matching the price for any other companies, they are proven to be false advertising and the law punishes companies for doing so. I am not happy with their lies and response to my complaints. I am tired and sick of them stealing our hard work as small businesses.
Good afternoon, Mr. [redacted] is correct that we promised him a refund for November charges. The standard process for this type of refund is that a check is issued directly to the merchant at the time of installation.Mr. [redacted] declined this offer and requested that we refund directly back...
into his bank account.As a sign of good faith, we agreed to this option.We were able to agree upon an installation date for after the new year.With a date after the end of the month, the merchant will again be charged for December.We will be issuing a full refund for BOTH November AND December charges PRIOR to the merchant being installed the second week of January.The refund has not applied to Mr. [redacted]'s account because we are waiting for the December charges to hit so a complete and full refund can be issued all at once.The updated information of December charges being included in the refund was not delivered to Mr. [redacted] directly due to being unable to reach him but additional follow up will be made to ensure his awareness.We can assure both the Revdex.com AND Mr. [redacted] that we are fully committed to issuing the promised refunds and maintaining a positive business relationship.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: I [redacted] on 8-19-14 [redacted] sales representative for true payment solutions we had talked about switching in the mean time [redacted] said that he had a few more places to go and that he would stop back by or I could just call him [redacted] give me his business card. I [redacted] called [redacted] about 30 minutes later and told him that I [redacted] was staying with first financial bank witch is merchants services for my credit card machine. because they had got my fees down lower then what [redacted] had quo[redacted] for true payment solutions [redacted] said that he would tear up my check and thank you. then next thing I no on 8=21 14 a $95.00 payment came out of my business checking so I [redacted] called [redacted] on his cell and [redacted] said that he would call his boss and get it fixed that he did not no why his company done that I gave him a few days still had not fixed problem [redacted] said he was very sorry and that he would get this matter fixed. Since then nothing has been fix I have call numerous of time and have talk to [redacted], [redacted], and [redacted] from True Payment Solution to try and resolve this all they keep telling me is that they need to talk to [redacted] and they have been taking money out of my business account without my permission and true payment solution new that from the get go thank you
Regards,
[redacted]
Good Evening, We have spoken with the merchant on a few different occassions and deeply regret we were not able to continue a processing relationship but do want to close things as amicably as possible. We confirmed the required documentation was received in August so will refund...
September fees and waive the early termination fee as a courtesy in an effort to close the complaint and show the merchant our willingness to work with them towards a resolution. 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, providing the refund is made by the second week in January.
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 Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: There statements are false.
I spoke with the company several times and on several occasion when they left messages they said they were sending the unit out so I seen no reason to contact them until I received the unit which I never did when I finally spoke with a gentleman from the company he figured out that they had sent the unit to there salesman that signed me up for there service and he would contact him and have him get it to me. They never sent one to the address provided on application. I did hang up on them one time but they did not call back immediately nor did I answer and hang up. The second time I called to cancel they sent me the papers and I filled them out and sent them back and asked for a refund of the service I paid for but they didn't provide and they said NO unless I would continue there service. They have contacted me 1 time since I filed the complaint but I haven't had a chance to call them back because I work 16-18 hours a day and when I am in the shop where I can call they are closed.
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 Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: Just today I received the paperwork from the [redacted] Appraisal District which the company requested as verification that I had closed my business. It took time to get this paperwork and I will be sending it to them via scan/email as requested by the company along with my signature and a request of cancellation as of 6/9/15 tomorrow. They did offer the refund but I still refuse to pay early termination fees, because [redacted] the Merchant Services Consultant, whom I spoke to failed to mention monthly fees that would be directly withdrawn from my bank account. She said the cancelled check was for deposit purposes an failed to mention monthly withdrawals from my bank account. I feel that I have been misled and misinformed and I signed the paperwork under false pretenses. I have no desire to continue to do business with a company that has misled me. I have uninstalled their app from my phone, have refused to use it even once, and would like to send back the app they left with me. As of tomorrow, I will send them the paperwork they requested to continue my cancellation process.
Regards,
[redacted]
Good Afternoon,The merchant signed and agreed to process for a period of 36 months when she initially joined True Payment Solutions at the end of July.Though not excessively, the merchant did actively process and receive successful deposits from processing with us as we were able to successfully...
provide the services we agreed upon.We spoke with the merchant multiple times in August in reference to the merchant requesting to cancel as they mentioned they wanted to go to another processor.Our retention efforts were declined so we advised of the cancellation process that included the requirement of a signed LOC to stop any further charges.The merchant did advise us that she didn't care if we tried to bill her as she was going to close her bank account and we wouldn't be able to charge her anything additional.Tried explaining the cancellation process again but our efforts continued to be denied.The merchant spoke with us again at the beginning of September to confirm she had received her deposits and was reminded again of the cancellation process.We did not hear from merchant again until this complaint was filed.Upon our additional attempts to reach out , our calls are routed directly to voicemail and our messages are not returned.Merchant is responsible for any outstanding balances due to closing their bank account on file but we have reduced their cancellation to $275 instead of the standard $550 due to the circumstances surrounding their account.Due to inactivity and non payment due to the merchant closing their bank account, their processing account has been closed and no further charges will incur.We will continue to attempt to reach the merchant to advise of this information verbally but can assure that continued charges will not be assessed in the event we remain unable to speak with them directly.Thank you,True Payment Solutions
Good Afternoon,
We have spoken briefly with the merchant to clear up
confusion around First Data/respective companies to ensure merchant’s
understanding that we are an independent organization and absolutely still in
business.
In addition, we were able to get the phone...
number corrected
on the merchant’s receipts.
Due to timing conflicts, we have been unable to talk more in
depth in regards to merchants other questions/concerns but will continue to be
in touch and work towards a resolution.
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:Our contract is: Interchange + Discount Rate: 0.14%
1. We have been charged an additional 0.50% on all non-regulated debit card transactions since December 2014. Example: March 2015 statement - [redacted] (1.05% + .15) 214 transactions totaling $5,116.40, the actual cost for the card $85.82 + $7.16 (to true payment for the 0.14%) is $92.98, we were charged $118.59 that is $25.61 over the actual cost.
2. We were charged an additional 0.11% on [redacted] since January 2015, on top of the 0.13% that we have paid since we started in May 2014. Example: April 2015 statement - [redacted] (at cost): $32.58 for a total overall volume of $22,997.79 = 0.14%, then listed as a separate line item: [redacted] (debit & credit): $13.74 for our [redacted] totaling $11,791.30 = 0.11%.
3. We paid an additional 1.3% on all regulated and non-regulated [redacted] charges since September 2014 which was listed on our contract as [redacted], but we were not aware of the consequences which should have been explained to us that we should not use pin debit. Example: [redacted] (.85% + .16) 41 transactions totaling $964.23, the actual cost for the card $14.76 + $1.35 (to true payment for the 0.14%) is $16.11, we were charged $28.24 that is $12.13 over the actual cost.
4. We received a notice on our March 2015 statement that effective May 2015 we will be charged an additional 0.06% increase to the April 2015 updated Interchange pricing. Our contract is [redacted] (actual cost) + 0.14% to True Payment Solutions.
From my first inquiry about us being overcharged, I told them that I need to be able to reconcile my statements. I was told to [redacted] it and get the actual [redacted] from [redacted] and [redacted].
Now when asking about #2 and #4 above I am being told that these charges are coming from [redacted] and [redacted] and that True Payments has no control over it. I was also told that if I do cancel the contract that I will be charged the cancellation fee of $550.00 and we will not be reimbursed for any of the above listed items. 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]This has not solved anything I can prove you did not attempt an install. Every square inch if our store is under surveillance. I want refunded for the equipment that was ordered and never received 200 and I want refunded for all the months you have billed me for services I have not received, and last but not least I expect my cancelation to be completed without a fee as I HAVE NEVER RECIEVED SERVICES. I WILL NOT STOP, BECAUSE THUS IS UNJUST. FOR THE Revdex.com HIW CAN I SEND YOU VIDEO SURVEILLANCE FOR THE DAY SO I CAN PROVE THEY ARE LIARS& THIEVES. STILL ASKING WHERE IS A TRACKING NUMBER FOR THE EQUIPMENT YOU WERE SUPPOSED TO INSTALL OR MY REFUND FOR THAT? I KNOW YOU CAN NOT PROVIDE IT CAUSE YOU TOOK MY MONEY AND NEVER SENT MY EQUUPMENT OR ATTEMPTED AN INSTALL... YOU JUST RIPPED ME OFF.
Complaint: [redacted]
I am rejecting this response because:
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: as of today, I received an email from one of the companies involved in all of this mess saying that I would owe $495 for equipment if it was not returned by October 22. Since I never received any equipment and did not contract with any company other than True Payment Solutions. I would like verification from True Payment Solutions that Central Payment has been notified and that we have no equipment and therefore do not owe Central Payment any money.
Regards,
[redacted]
[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 I will close the complaint once the refund has been posted to my account. This has taken way too long, and this refund should have been posted weeks ago. They are dragging this out as long as they can. I will contact you once I receive the refund. But I'm not holding my breath.
Regards,
[redacted]
Good Evening,We have attemp[redacted] to contact [redacted] to follow up with this issue, we received no answer and did not have the ability to leave a voice mail.While it is unfortunate that we are unable to continue a business relationship with [redacted], we do want to end things as positively as we can given...
the circumstances.Mid October and early November, [redacted] was advised of the cancellation process which requires written notification of her intent to cancel.No refunds will be issued because this letter was never received thus the account continued to incur normal monthly charges.We have since received the appropriate forms in order to cancel per our cancellation process on 12/04/2014.We will honor the merchants request to cancel the account at this time.As a sign of good faith and in an effort to move towards a final resolution, we have agreed to do an accelera[redacted] cancellation for [redacted].This will close out her account & stop additional charges from incurring on the account. Thank you,True Payment Solutions
Good Afternoon,As per Mr. [redacted]' signature on the attached Early Termination Fee Addendum, it clearly states that "True Payment Solutions will be reimbursing the previous processor's Early Termination Fee" not that we would be paying said fee upfront and/or directly to the company.In addition, it re-outlines our Early Termination Fee Agreement as well.On 02/20/2014, Mr. [redacted] called in reference to his reimbursement.He was reminded of the complete process, expressed his complete understanding and even stated that he was going to wait a bit to cancel with them to ensure he had enough funds in his bank account so would not be sending in his bank statement just yet.Again on 02/24/2015, we spoke with Mr. [redacted] and confirmed that we would be covering the full amount of his previous processor's cancellation fee and ensured he had all the appropriate forms and information needed to process the reimbursement.Mr. [redacted] again expressed his full understanding and stated he was going to wait a little while longer but would let us know once he had been charged the fee.The next time we heard from Mr. [redacted], he expressed his desire to cancel services because he felt that we lied to him.When reminding him of the previous conversations we had with him his response was that he didn't care and he wanted to cancel.At that time, we did attempt to retain Mr. [redacted] business but were unsuccessful so tried to explain the cancellation process but Mr. [redacted] hung up.We again attempted to reach out to Mr. [redacted] for retention efforts but our efforts were declined so instead fully educated Mr. [redacted] on the cancellation process.We have not received the necessary documentation needed in order to cancel Mr. [redacted] account per his request so did attempt to reach out to him again.Mr. [redacted] does pick up the phone but immediately hangs up each time we call.Due to being unable to reach Mr. [redacted] by phone, we have re-emailed the cancellation form and advised of the equipment return policy to include our return shipping address.We still are more than happy to provide processing services for Mr. [redacted] and cover his full early termination fee as agreed upon but will also honor his request to cancel services upon receipt of the appropriate cancellation form.Thank you,True Payment Solutions
Good Evening, The original agreement was for an even swap of equipment but after learning that the equipment needed was not of equivalent value, the merchant was initially asked for assistance in covering the increased cost. When the merchant refused, and requested to cancel because the agreement was for free equipment, we agreed to honor and provide the necessary equipment in efforts to retain the account. We wanted to ensure we were meeting our part of the agreement as the merchant mentioned and even offered refunds upon installation and processing along with a decreased contract term based on the merchant’s grievances. We more than showed our willingness to work with the merchant and honor the agreed upon terms at time of sign up. We met all requests the merchant had issues with but cancellation was still requested so we provided the full cancellation process. The merchant has still not provided the necessary signed cancellation form in to close their account. We are happy to still honor our commitment to provide processing services or also cancel the account per the merchant’s request and stop billing but must have the required document to do so. 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.
as long as they follow through with the full refund.
Regards,
[redacted]
Good Evening, The merchant entered into an agreement for True Payment Solutions to convert their existing Point of Sale system and software with a special agreement that if we were unable to complete the conversion due to incompatibility on our end, the merchant would not be held...
responsible for the standard early termination fee.The application fees are separate from the above mentioned contract terms and special agreement.We agreed to refund the application fee IF we were unable to provide services.While we are able to successfully convert the merchant's POS system, there are additional fees associated with the conversion that would not provide the most value to the merchant as their monthly fees would increase.True Payment Solutions wants to ensure our merchant's are in a better place by switching to us so have agreed to cancelling the merchant's accounts without penalty even though we are able to successfully meet our commitment of converting their system.The merchant's applications were successfully processed and accounts created in our system which generated the normal application fees to be assessed.While we would not normally refund these fees if an account is successfully boarded in our system, as an additional courtesy we will refund half of the amount charged as a sign of good faith and to show our willingness to work with the merchant and close their complaint. Thank you,True Payment Solutions
---------- Forwarded message ----------From: [redacted]<[redacted]>Date: Wed, Oct 26, 2016 at 4:06 PMSubject: Re: You have a new message from the Revdex.com of Greater Kansas City in regards to your complaint #[redacted].To: Revdex.com <[redacted]>At this point the response is as expected. Again no comments were made as to the lack of training of the sign up customer service rep they sent out. I just want it to be noted that all the complaints made by other are of similar nature. This business obviously needs to make sure the customer service rep that are signing people up don't make glade promises and cause financial hardship to small business.
Good Evening, We were able to speak directly with the merchant and come to an amicable resolution.The account has already been closed so no further charges will be assessed.In addition, we have agreed to refund monthly fees during which time merchant did not have a working terminal.While we regret...
that the situation escalated and our processing relationship has ended, we are pleased to be able to resolve the merchant's concerns and come to a mutual understanding leaving both parties feeling better overall.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 as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] I completely reject their lies. This company manager has an HP in deception, so his/her employees. They offered price comparison and they didn't maintain it. That was the reason I cancelled my account. Why didn't they match my price with older company when my account was active. They are proving my words when I said they are lying all the time and find ways to get away from being charged. they are professional in lying. I gave them the reports and I called the salesman many times and I talked to a manager about it but they didn't bother to come to my store to discuss this matter. Now they are lying again and saying we cant do the match since the account is not active. but why they didn't do it when I called them while the account was active. I know their answer before I started this case, because it is all the time answers as follow: we didn't know about it, customer didn't contact us, we don't have a record of his fax or calls lies lies lies. They teach their employees to lie too. If you look at the company's' complaints for employees you will see that one of their employees admitting that the company teach them how to lie and deceive their customers.They need to change this false advertising policy of matching the price for any other companies, they are proven to be false advertising and the law punishes companies for doing so. I am not happy with their lies and response to my complaints. I am tired and sick of them stealing our hard work as small businesses.
Good afternoon, Mr. [redacted] is correct that we promised him a refund for November charges. The standard process for this type of refund is that a check is issued directly to the merchant at the time of installation.Mr. [redacted] declined this offer and requested that we refund directly back...
into his bank account.As a sign of good faith, we agreed to this option.We were able to agree upon an installation date for after the new year.With a date after the end of the month, the merchant will again be charged for December.We will be issuing a full refund for BOTH November AND December charges PRIOR to the merchant being installed the second week of January.The refund has not applied to Mr. [redacted]'s account because we are waiting for the December charges to hit so a complete and full refund can be issued all at once.The updated information of December charges being included in the refund was not delivered to Mr. [redacted] directly due to being unable to reach him but additional follow up will be made to ensure his awareness.We can assure both the Revdex.com AND Mr. [redacted] that we are fully committed to issuing the promised refunds and maintaining a positive business relationship.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: I [redacted] on 8-19-14 [redacted] sales representative for true payment solutions we had talked about switching in the mean time [redacted] said that he had a few more places to go and that he would stop back by or I could just call him [redacted] give me his business card. I [redacted] called [redacted] about 30 minutes later and told him that I [redacted] was staying with first financial bank witch is merchants services for my credit card machine. because they had got my fees down lower then what [redacted] had quo[redacted] for true payment solutions [redacted] said that he would tear up my check and thank you. then next thing I no on 8=21 14 a $95.00 payment came out of my business checking so I [redacted] called [redacted] on his cell and [redacted] said that he would call his boss and get it fixed that he did not no why his company done that I gave him a few days still had not fixed problem [redacted] said he was very sorry and that he would get this matter fixed. Since then nothing has been fix I have call numerous of time and have talk to [redacted], [redacted], and [redacted] from True Payment Solution to try and resolve this all they keep telling me is that they need to talk to [redacted] and they have been taking money out of my business account without my permission and true payment solution new that from the get go thank you
Regards,
[redacted]
Good Evening, We have spoken with the merchant on a few different occassions and deeply regret we were not able to continue a processing relationship but do want to close things as amicably as possible. We confirmed the required documentation was received in August so will refund...
September fees and waive the early termination fee as a courtesy in an effort to close the complaint and show the merchant our willingness to work with them towards a resolution. 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, providing the refund is made by the second week in January.
Regards,
[redacted]