Universal Debit & Credit Corporation

We investigated the merchant complaint and find he is due a refund for the early termination fee (billed in error)We are mailing a check today to the merchant address shown below UI Customer Information: [redacted] We apologize for any inconvenience

I found the staff at Denray Tire to be helpful, honest and knowledgeableThey took the time to show me a few different products the suited my driving habits and met my budgetMy experience was a pleasant change from the "big box" stores that have a difficult time answering question about the products they sellWould recommend them to family and friends!

We spoke with [redacted] this afternoon to discuss his concernsHe provided paperwork showing the length of contract and ETF were decreased per agreement between himself and the sales agentWe are sending a check in the amount of $to refund erroneous billing of ETF and to return other fees as requestedThe merchant is satisfied with the resolution of this concern

The merchant signed an agreement with Direct Connect in February, The account was installed and the merchant was ready to processThe merchant was using their own wireless terminal [redacted] and they leased another terminal [redacted] with Gift CardsDirect Connect attempted to reprogram the merchant’s [redacted] terminal but was unable to so because the terminal was lockedThe merchant was still under contract with their original provider and it would have cost $to unlock the terminalDirect Connect offered to pay on the merchant’s behalf but the merchant decided to wait until the end of their contractDue to this fact, Direct Connect loaned the merchant another terminal ( [redacted] ***) Merchant started processing on 3/7/At the end of March the merchant stated they were experiencing problems with the loaned [redacted] terminal, there were technical issues with the equipment and it lost programming but was able to keep all transactions processed At the time, the merchant wanted a solution so the agent provided them with roam data swiper at no cost Direct Connect successfully installed and trained the merchant on their Roam Pay Account and the merchant was using it at their locationThe Swipers were to be used as a backup plan in case his wireless terminal ever went downWhen the connectivity issues started with the [redacted] terminal, the merchant then resorted to using his Smartphone and the swiper to process his credit card sales As previously stated the merchant only had one swiper to begin with, when they started going to more shows they made a request for more swipers to give to other employeesOne of his employees stopped by the office and was given two more swipers to be used for a huge event in another state They asked if they would work over the internet where they were going to be, the tech representative told the employee that it “should work” over their since it is was in the United States and not overseasBefore the tech representative gave the additional swipers to the employee, the swipers were tested with the merchants Smartphone which we were told would be the same phone that would be used at the eventThere were no problems with the swipers and the credit card information was populated successfully when tested After a few weeks of them working without any problems, we received a call that the merchant was having issues with the swipersIt seemed the swipers were not compatible with the a Smartphone version which must have been a different phone from the one originally tested in the officeFrom the beginning Direct Connect did everything we could to assist the merchantEven though the terminal would have lost programming, any authorized transaction would have been able to be submitted for settlementThe merchant had the option of calling for authorization and Direct Connect would have settled the transactions at the end of the dayThis would have prevented from losing any transactions We received the request to cancel the services in mid April, the merchant continued to process until 4/23/If we would have closed the account mid month, they would have not been able to receive their deposits Even though the account was closed at a later date, the monthly fees for the account on the north platform (***) were not charged since the merchant closed their bank accountThe monthly fees for May on the [redacted] platform (swipers) went through but refunds of $were issued for each account for a total refund of $An account was created for each swiper per the merchant’s requestThe merchant stated this would make it easier to reconcile their transactions since they do trade shows at different locationsIn addition, Direct Connect did not charge the merchant the early termination fee as stated on any of the merchant contracts Resolution: - All merchant accounts have been closed - A refund was processed for the three [redacted] accounts in the total amount of $ - We have contacted the merchant (left voice message) giving instructions on how to return the lease equipment and a call tag has been sent to the merchantDirect Connect will take care of the leasing balance No early termination fee were charged

The Group at Denray is a pleasure to do work withFrom work Truck/Forklift tires and service to personal tires and serviceThey have always been up front on what needs to be doneThey have always advised that this or that needs to get done in the next amount time without pushing or pressuring the sale or repair I have recommended them to Family and friendsThose persons have commented about the good service and how fast they were able to get in for a appointment I will not hesitate to recommend them to anyone who asksFriendlyefficient and work done is on time and fantastic

when we spoke with their reps, we told them we didn't want to sign a contract - they said it was no contact and we didn't sign in the box that states how many months etcIt was indicated that it was for the contract not the device as we found out laterwe were being charged alot for little bit of service so I wanted to cancel - they didn't even send me the contact that I filled out but emailed it to me when I wanted to cancel my service He highlighted the line that said it was a contract and to get out early was going to cost us $- there were guideline booklet that we were to sign and he send that too and I hadn't signed it They are the worst people to work with, they lie and tell you one thing and do another They don't even have reps that know what they are doing or saying and now I ended up paying $to get out of a contract that I thought was no issue when I signed it

I called and
spoke with the merchant a
few minutes agoI explained to the merchant the ETF was a valid fee based on the contractual obligations, however given the way the cancellation request reads (Garlond “signed” as the channel approval to waive) I feel compelled to refund the ETFI also asked the merchant to withdraw the complaint based
on our response time and the resolutionShe advised she would
Our account department will send a $check to the following address which should go out by 12/2:
*** * ***
*** *** ***
Fredericksburg , VA ***Business: *** *** ***

We have been using Denray Tire for the past years Denray's team of providing top notch service is 2nd to noneDenray provides a quick turn around, quality work and excellent pricing.....why would you want to go anywhere else??

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Merchant was contacted via phone October 6th. He requested a check and we advised it would be mailed to his location same day. Check for amount requested by merchant  was mailed same day to the address on file. Complaint has been amicably resolved.

We investigated the merchant complaint and find he is due a refund for the early termination fee (billed in error). We are mailing a check today to the merchant address shown below. 
UI",sans-serif;
mso-fareast-font-family:Calibri;mso-fareast-theme-font:minor-latin;mso-ansi-lang...⇄ /> EN-US;mso-fareast-language:EN-US;mso-bidi-language:AR-SA">Customer Information:
[redacted]
[redacted]
[redacted]
We apologize for any inconvenience.

A number of problems. 1) The rates they are charging us for the merchant services processing have risen astronomically. With our previous service provider we were paying approximately 2.5 percent of our credit card gross sales. When we began with this company their price was competitive....

Now they are charging us more than double that rate. I have called them and asked for a rate review but have not heard back from them. Their local representative hasn't responded to my phone calls in many weeks. The merchant and I agreed we would decrease his rates and fees back to the 2013 as on the contract he signed. I did explain [redacted] and [redacted] do annual changes to rates and fees which would impact his processing over time. [redacted] was agreeable to this resolution. I also sent him a copy of the merchant processing agreement.
 2) I have been asking my local representative of this company to obtain statements for our account for 2014, which we have misplaced. I have been calling him nearly every day for three weeks or more asking for these, and my phone calls are mostly ignored. Three weeks later and still no statements.  I ordered statements today from January 2014-July 2015. [redacted] understands this could take 2-3 business days but we are working on it now.
3) There are several thousand dollars missing, dollars that the company's statement shows were deposited to our bank account, but the funds never appeared in our bank account. The local representative tells me it's probably too far in the past to do anything about it. I explained to [redacted] this will take some investigation and could take up to two weeks. He will provide me with the batch detail necessary to research.
I provided [redacted] with my contact information and explained we have a service team here equipped to handle all his questions related to merchant processing.

I found the staff at Denray Tire to be helpful, honest and knowledgeable. They took the time to show me a few different products the suited my driving habits and met my budget. My experience was a pleasant change from the "big box" stores that have a difficult time answering question about the products they sell. Would recommend them to family and friends!

From: Trish H[redacted] Date: Tue, Feb 2, 2016 at 2:53 PMSubject: FW: [redacted] Complaint ([redacted])To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>We are refunding the full amount via check. I have updated the merchant via email and phone. Trish...

H[redacted]Vice President, Operations[redacted]

We spoke with the merchant on 6/18/15. The contract was signed and ETF page was initialed by the business owner so the billing is valid, however we want to ensure our partnership is left on good terms. We did agree to decrease the amount billed to $250.00. Merchant is accepting of this...

resolution.The issue is resolved.

I wanted to send a reply on this from Direct Connect.  I realize this is an open issue however I wanted to provide you with what Direct Connect has done thus far. 1) to reduce the monthly merchant service fees to what they were when we opened the account with them. We will not know until the next billing cycle if this has actually put into place. A rate review was performed mid August and new rates were put into effect for month of   August 2015. Statement will be sent out first week in September for merchant review.2) They have offered to investigate the several thousand dollars that their statements indicate were deposited into our bank account but never appeared in our account. We were told this will take several weeks and we're waiting to see the outcome of said investigation. This is with the processor being researched .  We did explain that this research would take 2-3 weeks.3) The manager of the company has invited us to contact her directly with any future issues in order to avoid the frustration of trying to deal with a non-responsive local (Albuquerque) representative.  Trish H[redacted] has given the merchant her contact information for anything he may need.  I also called [redacted] to let him know that I was filling in for Trish while she was out the next week and to please contact me directly with any questions or concerns.  Julie Y[redacted]Until we see what the next billing cycle yields we won't know if the merchant services monthly charge has actually been reduced as has been promised, and until we hear the results of the company's investigation into the missing funds that were never deposited to our bank we won't know about that either."

The Group at Denray is a pleasure to do work with. From work Truck/Forklift tires and service to personal tires and service. They have always been up front on what needs to be done. They have always advised that this or that needs to get done in the next amount time without pushing or pressuring the sale or repair.
I have recommended them to Family and friends.... Those persons have commented about the good service and how fast they were able to get in for a appointment.
I will not hesitate to recommend them to anyone who asks..... Friendly... efficient and work done is on time and fantastic.

Direct Connect called the merchant to discuss the outstanding issues. We explained the problem occurred due to the purchase of a portfolio which included her accounts.  We have agreed to give her a full refund via check which will be mailed in the next day or two. She agreed to rescind the...

complaint based our our conversation. Issue is resolved fully.

We spoke with [redacted] this afternoon to discuss his concerns. He provided paperwork showing the length of contract and ETF were decreased per agreement between himself and the sales agent. We are sending a check in the amount of $499.28 to refund erroneous billing of ETF and to return other fees as...

requested. The merchant is satisfied with the resolution of this concern.

The merchant signed an agreement with Direct Connect in
February, 2014. The account was installed and the merchant was ready to
process. The merchant was using their own wireless terminal [redacted] and they
leased another terminal [redacted] with Gift Cards. Direct Connect attempted...

to
reprogram the merchant’s [redacted] terminal but was unable to so because the
terminal was locked. The merchant was still under contract with their original
provider and it would have cost $200.00 to unlock the terminal. Direct Connect
offered to pay on the merchant’s behalf but the merchant decided to wait until
the end of their contract. Due to this fact, Direct Connect loaned the merchant
another terminal ([redacted]).
Merchant started processing on 3/7/14. At the end of March the merchant
stated they were experiencing problems with the loaned [redacted] terminal, there
were technical issues with the equipment and it lost programming but was able
to keep all transactions processed.  At
the time, the merchant wanted a solution so the agent provided them with roam
data swiper at no cost.  Direct Connect successfully installed and trained
the merchant on their Roam Pay Account and the merchant was using it at their
location. The Swipers were to be used as a backup plan in case his wireless
terminal ever went down. When the connectivity issues started with the [redacted] terminal,
the merchant then resorted to using his Smartphone and the swiper to process
his credit card sales.
As previously stated the merchant only had one swiper to
begin with, when they started going to more shows they made a request for more
swipers to give to other employees. One of his employees stopped by the office
and was given two more swipers to be used for a huge event in another state.
They asked if they would work over the internet where they were going to be,
the tech representative told the employee that it “should work” over their Wi-Fi
since it is was in the United States and not overseas. Before the tech
representative gave the additional swipers to the employee, the swipers were
tested with the merchants Smartphone which we were told would be the same phone
that would be used at the event. There were no problems with the swipers and
the credit card information was populated successfully when tested.
 After a few weeks of them working without any
problems, we received a call that the merchant was having issues with the
swipers. It seemed the swipers were not compatible with the a Smartphone
version which must have been a different phone from the one originally tested
in the office. From the beginning Direct Connect did everything we could to assist
the merchant. Even though the terminal would have lost programming, any
authorized transaction would have been able to be submitted for settlement. The
merchant had the option of calling for authorization and Direct Connect would
have settled the transactions at the end of the day. This would have prevented from
losing any transactions.
We received the request to cancel the services in mid April,
the merchant continued to process until 4/23/14. If we would have closed the
account mid month, they would have not been able to receive their deposits.
Even though the account was closed at a later date, the monthly fees for the
account on the north platform ([redacted]) were not charged since the merchant
closed their bank account. The monthly fees for May on the [redacted] platform (swipers)
went through but refunds of $72.45 were issued for each account for a total
refund of $217.35. An account was created for each swiper per the merchant’s
request. The merchant stated this would make it easier to reconcile their
transactions since they do trade shows at different locations. In addition,
Direct Connect did not charge the merchant the early termination fee as stated
on any of the merchant contracts.
Resolution:
-         
All merchant accounts have been closed.
-         
A refund was processed for the three [redacted] accounts in the total amount of $217.35.
-         
We have contacted the merchant (left voice
message) giving instructions on how to return the lease equipment and a call
tag has been sent to the merchant. Direct Connect will take care of the leasing
balance.
No
early termination fee were charged.