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Universal Debit & Credit Corporation

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Reviews Universal Debit & Credit Corporation

Universal Debit & Credit Corporation Reviews (35)

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and since they are willing to cut the EFT in half I find that this resolution is satisfactory to me.  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 find that this resolution is satisfactory to me. 
Regards,
[redacted]

Review: I was using Direct Connect LLC for merchant processing services. On August 23, 2011 I had cancelled these services. Ever since cancellation of the contract Direct Connect LLC has been debitting my business account for service charges.Desired Settlement: I want Direct Connect LLC to refund all service charges directly and illegally collected from my business account and stop charging my bank account once and for good.

Business

Response:

Direct Connect will like to address the merchant’s concerns.

Unfortunately we were no able to locate the account in order to research further.

We reached out to the contact number provided and [redacted] advised the persons that

would have the information were not available. We requested a call back as we

need the merchant ID or the business name to complete our research.

Review: They lie to us about their services and never explain to us they will charge about cancel the contract they didn't give us what they promes and we sign a papers with [redacted] and now we has to pay for a leasing we never was avise. We try to work with them but didn't we acept next time and [redacted] said we not going to pay if we didn't liked. We try to talk to him but we didn't understand each other I told him I going to close our bussines. and we pay $500.00 dollars and now we need to pay Around $3,700 more for a lease with I dont want to go to a bud credit report I pay a lees some but it is no fare to pay for something we wasn't informed, and we didn't sign we that company.Desired Settlement: [redacted] need to refund our $500. 00 dollars and talk to the other company I think it is [redacted] and fix that probem with then because my credit is in that situation. I more than happy to return the credit machine we never use because never work but I do not want to pay for something I didn't order and I don't need.

Business

Response:

The merchant signed a contract with [redacted] on

9/26/2012 in which states there is an early termination fee of $500.00. When

the merchant contacted [redacted]’s merchant support department advising

they wish to cancel their contract they were instructed to send their inquiry

in writing and they were advised of the early termination fee. Once the letter

was received the account was closed as requested and the merchant account was

charged the ETF (Early Termination Fee) of $500.00 as stipulated on the contract.

The merchant also signed a non-cancelable lease for a period of 48 months.

Review: This Company has been processing credit cards for my company for a while. The former president of this company did not keep up with market activity for processing credit cards. He had not payed attention to the statements that had been coming into his office. Well I bought the company and I see the statement come in from this company and it is ridiculous. The contract states that we should of been paying .0219 percent for processing, But there of course is a bunch of other fees that they charge that does not add up to much except one. THE NON_QUALIFIED INTERCHANGE FEE. OK we processed $ 2783.50 in 2 transactions. There was $ 118.90 for the NON_QUALIFIED INTERCHANGE FEE when the Representative was asked about it he told me that if they where the black cards we would not of been charged that. My response (black cards ?) he responded yeah the high credit limit cards. Now I had also talked to this company a month ago about the fees, we did the non compliance thing on the phone. But that was still on the bill even though she said it would be taken off. She also stated that she was going to have a RATE review and call back to me after. Well that didn't happen. It took me about 2 hours of talking on the phone to figure out that I was getting no where with this company and I cant get that 2 hours of my life back. I had to call them 3 times to get them to fax me the cancellation form after the fact. Every time having to explain to them that I do not want there services and when I deal with a customer they do not want to hear about price matching they want to hear the best price I can give them, the same with me.Desired Settlement: I want every business owner to please look at your statements. I want every company seeking this company's service to see these comments. Don't let this company rip you off. If you question the person on the phone they will try to confuse you further.

Business

Response:

Direct

Connect received call from COMMONWEALTH HEATING (MID [redacted]).

At that time **. [redacted] wanted to address the following:

1) Update the signer – he is the new President of the

company and his name needed to be updated in our system.

2) PCI - **. [redacted] inquired about the PCI non-compliance

fee.

3) Rates – **. [redacted] stated the fees were too high and

wanted to lower them.

Direct Connect sent the necessary documentation to the merchant

via fax for the name update. In the meantime, the merchant was explained that

PCI compliance is required by the associations and the account was not compliant

at the time. The merchant support department enrolled the merchant with Direct

Connect’s PCI vendor and assisted with the required questionnaire needed to become

compliant. The questionnaire was pended because the name needed to be updated

in the system before the new owner name can be used to sign the attestation

document.

Merchant Support communicated with **. [redacted] again on

12/16/13. **. [redacted] was advice the results of the rate review and the savings

to the account based on previous month. He was also informed of the PCI non-compliance

charges rebate we were able to grant as courtesy. He was not satisfied with the

rate review results and requested instructions on how to close the merchant account.

Management contacted merchant 12/18/13 to go over his

concerns and proceeded to explain the new rates, the savings the new rate would

give him and also offered an additional month of the non-compliance fee courtesy

rebate he could received. **. [redacted]

declined the offer.

The merchant account was closed merchant **. [redacted]’s

request.

Review: We were misled by Direct Connect by the services they said they would provide. Within 2 weeks of receiving the equipment, We realized that their product, their equipment was faulty and unusable. We contact the company to cancel the contract and was told that the contract would be cancelled. It was not. That was back on March 14, 2014. After several attempts by me and my staff to cancel my contract, I sent an employee to their office in which their staff acting as the agent for the company, signed a document stating that all services will be cancelled as well as send us an email, stating the same thing. That was April 16th. Again the contract was not cancelled. We lost over 10,000 in sales because of their faulty equipment and negligence. We contacted the office regularly and none of the personnel ever returned our phone calls during the first 60 days of service. They pretty much ignored us during the first 30 days of service and ignored our request for cancellation. It is now June and four months have gone by and we do not have machines to process our credit cards and their products do not work. Below is the letter we sent to Direct Connect explaining situation.

I am writing to get our service fees back as well as the cancellation of our contract. We requested you, [redacted], and [redacted] cancel our account back on March 28th and you and your staff ignored our request. You didn’t bother to return a single phone calls and you did not provide a service equitable to what you and your company promised. Basically you lied to me and my staff from the moment you walked into the business.

On Feb 26, [redacted] and [redacted] entered my store to tell me about why I should switch to direct connect. They said I would save money from my current credit card processor. They also mentioned about this law suit that [redacted] lost for over charging clients. So I decided to give them a chance. When I told them I would need a terminal for the store. They told me they had one that would be able to do everything including debit. I had a wireless terminal, the contract ended on April 12. I was told I that a loaner machine would be given to me temporarily until my contract ended.

I use square and intuit go payment as a back up for trade shows. [redacted], [redacted] and [redacted] told me they had a comparable program called [redacted] which we could use. I was told this program was free. I told them I would need 3 swipers. [redacted] and [redacted] then pulled out three sets of papers. I specifically ask them what the charge was. He specifically stated that they would be no charge except for one. I accepted the 3 swipers. The swipers were free. The [redacted] account and the credit card machine accounts did not start until March.

On March 12th, I received the [redacted] swipers, which was just in time for my first show between March 14-16 in [redacted]. The [redacted] Swipers did not work. I thought maybe the signal in Kansas was faulty. The next week March 21-23 was a large convention in [redacted] called [redacted]. Since [redacted] was a large city with many cell phone towers and access to satellites and wifi, the [redacted] swipers should have worked. Instead, the [redacted] swipers failed miserably and as a result of this faulty equipment, we lost large amounts of sales. We lost revenue due to the failure of sage.

In the meantime, the wireless terminal during the period of March 14-16 was in Texas and worked since it was plugged in and had power. However, we discovered that the wireless terminal was faulty as well. The wireless terminal ran out of power just before the start of [redacted]’s opening. When it ran out of power, the machine kicks the program out of the wireless terminal system. It deprogrammed itself. My employee called Direct Connect at that point and wanted to know why the machine would not work. It was that point we realized, that without power, the wireless terminal was a piece of junk. We were told to plug it into an electric outlet and to connect it to a phone line to make it work. Five minutes before the show opened, and your staff wanted us to reprogram the machine for the next 3 hours.

The reason the terminal is called a wireless terminal is so that it will work wirelessly not connected to an internet connection. This was unacceptable and the machine also caused us to lose more because it did not function at the convention as we were promised. We were told that the machine would work seamlessly and it did not work at all.

We made several calls to tech support during this period and your staff was unable to come up with a solution for us. In fact, your staff did not even try to help us or return our calls.

Then, on March 28 and on march 31 and April 1, I called direct connect. After talking with tech support was informed that the [redacted] swipers were the wrong ones and they would not have any [redacted] swipers that would work until end of April. I told them this was unacceptable since we need something that worked. I immediately informed the person to cancel all the accounts.

I explained that there were too many problems and issues with your equipment and your applications. I was told that they needed time to cancel the accounts and they would cancel my accounts. This was my first request to cancel my account, on March 28th, which was within 30 days.

In the meantime, they would get me one swiper to use with sage. I attempted to use that at April 4-6.

Again the program and the [redacted] swiper were unusable. There was no listing of transaction. It did not give a confirmation page as to whether the transaction went through. Again, I lost sales that weekend. I do not know how much sales I lost that weekend due to faulty equipment and application.

It was now clear this credit card processor from [redacted] would not work. On April 4th, I called and again ask to have my account cancelled. Again I was told the accounts would be cancelled.

Then in Mid April I discovered that I was being charged for three accounts to use sage. That was the third lie. I called into the direct connect office and was told that a refund would be issued in the amount of $37.50 for each account, which totaled $112.50. Then I was told that the account could not be closed until billing refunded my money for the three [redacted] account. I was assured that a refund would occur and the account would be closed.

By mid April, nothing had been done on my account as promised. I did not see a refund or a cancellation of my account. I wrote them a request to [redacted] to cancel all the account on April 16. I provided every account number belonging to [redacted]. We received a reply as well as a signed document and an email that they would process the cancellation. That was April 18.

Then in early May the charges were still there and now they are unwilling to cancel the account. After lying to us and delaying the cancellation requests.

The three [redacted] swiper accounts was still open. Two of the accounts never had any transactions at all. There was only one weekend of activities And that was April 4-6. The wireless terminal only worked March 14-16 and never worked thereafter.

Below is all text messages between [redacted] and us. As you can see if goes over all the issues we have. [redacted]. [redacted] va. [redacted] Yesterdayreceive message to call. We called back with cel phone number. This morning got call back outside store hours requesting serial number. Called back to speak to him. No one ask for serial number so they put my employee on hold. 15 min go by nothing. So I call back. I would be transferred to someone in the dept. instead they reroute me to receptionist in that dept. I tell them I am looking for someone to help me out and take the serial number. She then says she asked for it from my employee but he would not give it to her. I listen in to the conversation. She never asked. I asked to speak to [redacted]. Again he is on another line. Ok. I ask for someone else to help me just do I can give the serial number and to mention my issues. No help at all. So I called you I am going to the office now and will deal with this Thank you for letting me know Well he just called. And now it will be tomorrow. I have conventions next week. I need to make sure everything is cleared up before I leave for cons. These terminals to to bio and running. Would it be OK for me to come down tomorrow morning to do this for you It is ok. I am willing to wait but I want to make sure these get done. To call and leave messages and be placed on hold for over 15 min is a little upsetting when I think you would be trying to get the account set up to make money. I leave on a two week business trip on we'd next week I'd rather get this done for you asap. What time would be good in the morning We don't open til 11:30 s woukd not be able to do in morning. What time would work for you. 12 to 1? That is fine. See you then and I'll also bring the other terminal Ok. See you then. Will be at store noon I might be there just before you and will bring your new terminal Ok The wireless terminal does not work. The cc machine is not set up for debit. Your tech support hanged up on us just a minute ago after he kept saying we did not gave a terminal set up for debit. This is really last straw. I want to work with you guys but you are not fulfilling your side. If you guys can't give me the proper service give me back the old removal and I will just pay more. This is ridiculous how your tech support acts. Now no one in emergency technical support is answering. And I have no debit for weekend. I also need to know where to send logo. No one told me. I am attempting to find out what the issue is as it is in unusual that a terminal won't take debit I know you have the phone team data swipers so until I can resolve this for you is it possible to use those [redacted]@ I know they said I needed a pin pad even though it was one if the things offered on it. It looks like it was not set up properly. When I stated that he got rude with employee then I was handed the phone to try and explain better. He acted like I didn't know the machine even though it is a simple cc machine. He also then said the wireless was not set up for wireless. I told him it was a machine that was exchanged for another and the account was the same and please do not treat me like a child. He then hanged up. We gave called back three times I gave the kids here fir out open event and I had to turn away 2 people already because they can't do debit. I can adapt and we are getting it done. The two went to an ATM machine but it us a inconvenience to these kids. And very fustrating. My employee does not want to call tech services and I am really busy trying to submit orders. You don't need a pin pad to do debit on the [redacted] terminal Just swipe the debit card as though it is credit You still get the low debit rates There is no requirements for pin numbers ?? We swiped it did not work. We tried wireless did not work. He went to 7-11 and ATM. Got money back. You do not require a pin number on the wireless terminal either When you swiped the debit card on the [redacted] what did the screen say Error 5 hundred or something. He called bank was told it would work. So far cc work debit does not. What does the wireless terminal do when you swipe a debit card Bottom says radio fail I know enough about machine to turn it on. And get radio working but still nothing. And we called tech to get it to work. Radio fail implies a bad radio signal It worked fine at out office It may be the signal at your location We may have to substitute for another termonal Just got off phone with Apriva person he says account not set up to accept debit. He says the tranacstion he sees it but it was turned down because not set up for debit. Both machines He told me to contact service provider. That is very strange Ive left a mes[redacted] for my tech support I suggest you use the [redacted] swipers until I can get someone to resolve this Ok. Here is the situation and the resolution The only type of card that the terminals won't accept is an ATM card that doesn't have a [redacted] or [redacted] stamp on it Whilst those are not usually seen as much these days it appears that you have customers who only have that type of card You can take any other type of check/ debit card The way to fix this is fix this is for me to get a pin pad which will attach to the [redacted] and then you can get pin numbers. The second solution is more challenging. Did your old wireless terminal take ATM cards ? If so did you get the customer to put their pin number onto the terminal No it was a [redacted] debit. That was why we were so surprised and the tech guy was trying to say it was because we did not set it up right. We will check the transactions you did today and find out apriva told us that the card was an ATM card I'll get back to you Ok The card was an ATM card just had it confirmed We will organise a pin pad for your [redacted] You need to free up the old terminal with world pay if they charge the 160 I'll refund it to you We may may be able to find a way to get that terminal to accept ATM cards also I looked at card. It was a [redacted]. However it was a new card temporary. Waiting for official card. Maybe that was reason. Now we don't need a pin pad. The machine has a button to push debit on. Can't we hand to them to input debit number. The machine was fine on that. Not unless we set up that feature That's why we need to reprogram your old terminal There are only a handful of terminals that can do that Normally we don't need to do this but we have to do this on this occasion . We need to get you a pin pad for the store [redacted] I want to cover all bases even this is technology that is disappearing with the new technology And there is no newer terminal. Fine. We still have not gotten the pin info for the [redacted] so still no debit. Today I had time to contact sage. The wireless [redacted] application is not viable. I need the cc attachment in starting with serial number 101. The one sent are 251. I have already had three major trade shows one which was 5th largest in the us and I had to use square. They tell me the attachment will not arrive til end of April. I have the number 4 and we have 4 other trade shows. This month alone. Next week three. Not only that the temp wireless if the battery runs out will lose the programming. We always use it til it runs out if power I am suppose to mail it to Hawaii fir a trade show next week and they have nothing that works. I am losing sales. Because you have the other terminal. Your terminal won't work. It work fine first show but that is it. It runs out if power and needs to be programmed again. [redacted] was huge and I has to use the back up. Also I though I was renting to buy the [redacted] at the stire I recieved a mes[redacted] that is not the case. I will not own it after the term. I rather buy the terminal then. You are the processor. I am ok if I can process but I have to wait til end if April fir the phone adaptor. The wireless machine can't run out if power. Really. What is going on. I am out of town tilMonday. I woukd like a meeting to clear this up on Monday and I can come to direct connects office on Monday. Lots of points to cover here 1. Please contact your old provider to unlock your old terminal 2. Pin debit can be done quickly 3. I'll contact my tech support and ask someone to call you about [redacted] swipers@ I just got off with tech. Ticket #[redacted] - Non compatible Swiper: Closed Old provider is April 10 in. 8 days. 2 more weeks. As of right now can I get old machine to use until I can unlock on April 12. I will come by on Monday to pick it up. Last week I did like 15 k on square. I would have saved maybe 1 % if I had machine. To maybe .07. [redacted] has told me they gave no viable swiper. Until end of April at the earliest. Please can you contact me to discuss the present situation [redacted] I have never put the phone down on anyone in my life and if you wish to resolve this situation I respectfully suggest you comunicate with me We have the ability to rectify the situation and are willing to do so [redacted] What is you email. [redacted]

Your company did not provide a service that we needed. Your employees never returned a call. My employees had to make several phone calls and trips to your office where your employees lied to me and to my staff.Desired Settlement: We would like a refund of the [redacted] account fees of $112.50 for the last 3 months, totaling $337.50. Refund of Service Fees totaling 104.94 for the last three months totaling $314.82. Lost of income and revenue at [redacted] due to faulty equipment totaling $10,231. The cancellation of services and contract.

Business

Response:

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:

I was dealing with jack winstead. The guy misrepresented himself and the company. $125.00 was taken from my bank without my knowledge. Jack said it was on the application. My application was very blurry. So after this I explain I have chose a more ethical provider. I have now been threaten by jack that he will take $500.00 more from my account if I dont call him back. This is my account of my experiance. It was terrible from the first email I could not read. I would never use this theif again.
Bad service all around...

Review: we entered into a contract with this company for certain amounts to process our credit card transactions. since inception they have violated the amount the fees were charged on a regular basis. We contacted the company and gave them 3 months notice that we intended to terminate our contract due to their breach. They still did nothing to rectify the situation. We sent them a cancellation letter by fax, and then they claimed they didn't get that letter either, even though I have proof. Now they have taken $300 out of our bank account because we didn't stay with them for 3 years, even though our rep [redacted] (who signed us up) said we wouldn't have to pay an early termination fee. I want the $300 put back in my bank account because they breached the contract first.Desired Settlement: Refund of the $300 fee they charged for early termination after they breached the contract to begin with. I also would recommend that no company bother to have them process their credit card transactions as they don't stick to the contract at all.

Business

Response:

The initial term of [redacted]’s

agreement shall commence and shall continue in force for three years after it

becomes effective. The merchant cancelled the contract on May 2013. The account

was opened on April 2011; therefore the early termination fee of $300.00 as

stated on the signed contract would apply. Copy of contract and Terms and Conditions are attached.

Review: Following repaeated complaints and issues with services sold by UDCC they were asked and agreed to terminate all services. Financial matters were settled and accounts were to be cancelled. Following 30 days of no communication UDCC debited more than $60 from our checking account. Upon contacting them they insisted we MUST purchase one of their other services to cancel the previous and prevent further charges for that service.

Emails document many discussions and the financial agreement to terminate services in which a refund was issued and promises made by UDCC corporate representative.Desired Settlement: Refund of the $60 charged for September services which were AFTER cancellation request. Cancel accounts and no further contact from this company.

Business

Response:

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.

Review: I signed with this company back in 2011 for credit card processing. I no longer use their services and am using another credit card processing service. I get a $500 debit from my bank account for early termination. Number 1- When I signed up, I was told by the salesperson that there is no early cancellation fee. Number 2- I've have their service since 2011 and did NOT resign a renewal.Desired Settlement: I desire a full refund of the $500 fee.

Business

Response:

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. Customer Information:

Review: Account was closed at the end of March. I have received minimum monthly charges of $51.00 per month for April, May and June. My third party contact, [redacted] ([redacted]) has tried to get a refund for me and Direct Connect does promise to do so, but does not do it. Meanwhile, my checking account is still being charged for a closed account.

Product_Or_Service: merchant card provider

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I want either a refund within 2 business days of today, July 2, 2013, or I want a check sent to me at my address. If I do not get a refund from this company this week, I am going to change my checking account number so that, at least, they cannot get any more money from me.

Business

Response:

[redacted] signed up with Omega/Direct Connect on

4/30/2012. On November 2012 the merchant received a non-compliance

fee for not taking the PCI questionnaire. The merchant stated was not

aware they had to take the survey because they did not read the notices Direct

Connect sent with their monthly statement. The merchant took the survey and

became compliant in December 2012. The merchant requested to close the account

on March 2013 per their sales agent. Unfortunately the account was not closed

until July 2013. Direct Connect refunded all monthly fess for April, May and

June for a total of $153.00.

Review: agreed to do business with direct connect LLC, after they cold-called me to discuss replacing my then current credit card processing vendor (Elavon). After supplying three months of my Elevon monthly statements, the Direct ConnectLLC salesman emailed me that "we would save $180 to $200 monthly, on an annualized basis" by switching. After switching, I found that the percentage of charged fees (vs. overall processed sales) was much OVER what I had been paying with Elavon. (Elevon average 3.9 to 4.1 percent; the DCLLC charges consistently came in above that. In spite of a contract that "guaranteed" a "meet or beat" rate revision in the event of a bonafide competitor offer, DCLLC refused to meet the terms proposed by a competitor. ( That competitor I found is my current processor, Mercury Payment Systems, which is doing the processing for a total average percentage of 3.1%.

Since I quit processing with Direct Connect, LLC (October 31, 2012--with weeks of advance written notice)--including disconnection of my terminal purchased from them and all related software-- they have continued to debit my bank account monthly, for various unjustified charges, ranging as high as $89.00. Each month I have called them; they acknowledge the account closed 11/2/12 ( a date I dispute, as ZERO transactions have been processed since October 31, 2012) and they say "hopefully you won't see another bill." Again, I just received a statement from them, noting yet another bank debit from my business account for the period "02/01/13- 02/28/13". They did send one refund check for $65.xx which I contested over the phone as not close to proper or right. At that time, I calculated they "owed" over $120, and that was JUST for the wrongful debits they made subsequent to my termination of services.

I have had multiple locations of franchised stores; numerous starts and ends with various credit card processors, and have never encountered ANY post-service charges and ongoing rip-offs like this. My having done any business with these people was, as it turns out, induced by false representation. The year I stayed with them was during an ongoing breach of their warranty, and with over $250,000 processed at excessive rates, this amounted to a calculable loss (at a half-percent, comparing to Elevon = $1250; and compared to Mercury Payment Systems (present provider), using 1.3%, the loss is $3250.Desired Settlement: I want a written acknowledgement, on Direct Connect LLC letterhead saying that it will no longer access my business bank account (to be fully identified in the letter) so I can get Regions Bank to block anything further from Direct Connect, LLC. I believe they owe me not less than $70.00 for charges made as debits from my account after my processing services with them ended. I reserve any rights to claim against them in a Virginia court for what I believe was fraud or deliberate misrepresentation in the inducement of a contract, and for breach of warranty.

Business

Response:

See Attachment

Consumer

Response:

[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]

Review: 9465980

I am rejecting this response because: Numerous aspects of the initial complaint were not addressed, I. e. fraudulent or deliberate misrepresentations about "savings" that would be achieved by switching from my previous processor (Elavon), which representations were based on Direct Connect LLC's actual review of three months of my Elavon billings. Direct Connect LLC turned out to cost considerably MORE, and their sales professional, named Jim Carey, clearly knew the Direct Connect LLC rates would result in increased costs. Likewise,Direct Connect LLC failed to honor a written "meet or beat" fee structure guarantee attached as part of my Merchant Agreement. I have, since November 1, 2012 been processing with Mercury Payment Systems, with processing costs averaging 2.9 to 3.0 % of overall processed funds, while for a full year, Direct Connect LLC charged in excess of 4.0%, even with slight reductions I was "given" after kicking and screaming when Direct Connect LLC refused to "meet or beat". By the way, the $24.95 "PCI non-compliance fee" was a monthly charge not justified by PCI standards, which are NOT set by the processing company, but by a much larger trade group. The "telephone-only" based credit terminal system I use (old school; no internet exposure) is NOT subject to a PCI compliance fee. Neither Elavon (prior to Direct Connect LLC) nor Mercury Payment Systems (following Direct Connect LLC) have a non-compliance fee, or even any "non-compliance" status for telephone-only based merchant processors, and BOTH competitors have confirmed that clients with "telephone only" terminal use ARE, by definition, PCI compliant. Direct Connect LLC imposed the fee for more than half of my one-year of doing business with them--constituting theft, in essence--, so their reply, referring to refund of one month of the fee--which was refunded after I had to make multiple calls, and ONLY due to the fact I had long since NOT been their client-- is totally inadequate. I hope my complaint and reply will serve the business public. All facts stated in my complaint and herein are true and correct, and documented. These people are shysters and con artists, and doing business with them is a very expensive mistake.

If I were a Virginia resident in the D.C. area, I would not hesitate to sue them for recovery of approximately $3,000 in a year's excess fees extracted (calculating 1.25 +/- % of overcharged rates vs. roughly $250,000 processed; and for recovery of these inappropriate and wrongfully extracted "PCI non compliance" monthly fees; and for whatever other relief a small claims court might grant.

Regards,

Peter Ehrlich

Business

Response:

Direct Connect does have a PMG (Price Match Guarantee) policy.

Once a merchant provides an offer received by another processor, Direct Connect

does a rate review to match the offer provided. There were rate reviews for

this account. One was done on March 2012 and the second on June 2012. Regarding

PCI non-compliance fee, a written notification was sent to all merchants in their

August 2012 statement advising that PCI-DSS compliance is a requirement

established by the various card organizations. The statement also advises that

a charge of $24.95 non-compliance fee would be assessed to all merchants starting

October 2012 until the certification process is completed. From the world's largest corporations to small

Internet stores, compliance with the PCI Data Security Standard (PCI DSS) is

vital for all merchants who accept credit cards, because nothing is more

important than keeping your customer’s payment card data secure. The size of

your business will determine the specific compliance requirements that must be

met. Please note that enforcement of merchant compliance is managed by the

individual payment brands and not by the Council. Each processor has the

ability to charge and /or not charge PCI non-compliance fees.

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 etc. It was indicated that it was for the contract not the device as we found out later.
we 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 $500.00 - 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 $500.00 to get out of a contract that I thought was no issue when I signed it.

Review: We signed up for Credit Card Processing with Direct Connect LLC as it states on the statement (A company that was surrendered according to State Corporation Commission records) at the end of May 2014. The sales person Howard G[redacted] brought the Credit card processing equipment around Jun 3rd. 2014 to install and June 8th. 2014 we requested that the account be closed due to the following:

1. In credit card processing industry it is standard practice to first apply for services by filling out an application and then the company presents a contract to review and sign but Direct Connect does not do that. The application that the sales person filled out is the contract but the sales person conveniently forgets to mention that so once you sign on the dotted line they basically got you and they have it all figured out because now they have your bank information and they are going to charge you as they please.

2. Reason for trying to cancel the contract was because we found many inconsistencies and misrepresentaions in what was said and what was in the contract. We specifically quizzed the sales person about the fees that will be charged and he promised repeatedly that the fees listed on the contract were the only fees that will be charged. The reason for requesting a cancellation on June 8th. was because we found that the contract was binding for three years and there was a $500 early termination fee. And there were so many other red flags in this transaction that we decided to cancel but the sales person insisted that he will work with us and will not let us close the account. He came to the office and we agreed to reduce the term of the contract to one year and $250.00 termination fee

3. We decided to give the company another chance but checking the bank statement found that Direct Connect was charging us $30.00 gateway fee as they call which is not listed on the contract and neither was it disclosed and it does not show up on the monthly statement either. If this is not smoke and mirrors and fraudulent transactions than I do not what is.

Then came more fees called PCI non compliance fee, more money going in Direct Connect's pocket. Called customer service to find out what the heck is this fee ($34.95) and they said that we have not done the compliance whatever and that is why the fee. We got charged this fee 3 times. Customer service promised to do the validation and abate the fee but never did abate the fee.

4. Finally decided to close the account and return the equipment. Sent the sales person an email on Sep 15th. 2014 to close the account and he demanded letter in writing requesting to close the account that email was not enough for him. Shipped the equipment back on Sep 16th with letter enclosed to close the account. And we started getting calls and emails from Direct Connect requesting that we not close the account and they will rectify all the misdeeds, fraudulent transactions they had posted to our bank account and while they are requesting to not close the account they were still sending fraudulent transactions to the bank account and taking money out of the account. Only two transactions were processed on Sep 11 and 12 totalling $393.00 and they charged a fee of $122.85 that amounts to 31.25% of the charges as their fee. They finally closed the account on Oct 31st and charged $584.43, money they took from our bank account when the termination fee is $250.00 not $500.00 that we have in writing from the sales person with his signature on the contract.Desired Settlement: Since this company has done nothing but made false representations and cheated us out of money we want every penny that they took from our account after Sep 15th. 2014 plus the PCI compliance fee that they promised to refund and they are not entitled to any early termination fee because they are in breach of contract and responsible for fraudulent transactions and also their failure to close the account as requested.

Business

Response:

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.

Review: we have with them merchants service for 36 months. But the contract is end march this year,(about 9 months ago).We try change for new merchant service and them told me we still have contract with them.(because of them automatic renew the contract for one year if I don't tell them to cancel)

I thinking this is not fair.Desired Settlement: stop contract right away.I don't want deal with them anymore.bad company service.

Business

Response:

The merchant agreement with Direct Connect becomes effective upon

the date the agreement is approved. The initial term of the agreement shall

commence and shall continue in force for three years after it becomes effective.

Thereafter, it shall continue until we or the merchant terminate the agreement

upon written notice to the other.

There is no record of the merchant contacting Direct Connect

expressing his/her desires to cancel their agreement. The merchant should

contact the merchant support department at ###-###-####.

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Description: Credit Cards & Plans - Equipment & Supplies, Credit Card - Merchant Services, Credit Card Processing Service

Address: 3901 Centerview Dr Ste W, Chantilly, Virginia, United States, 20151

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