UP Payment Solutions LLC

Ms*** of ** *** was provided merchant processing by my company UP Payment Solutions, on 9/20/2017. Ms*** agreed and signed our merchant agreement, after being provided with all of the pricing, fees, terms and solutions relevant to her processing account. After the
account was established, our support team at UP Payments contacted Ms*** on several occasions to provide training on the virtual terminal and reporting. Additional correspondence was also provided by ***, the bank-end provider. Ms*** requested to have hosted payments and at the time of enrollment, this option or service was not available. When it did become available, my support team as well as myself contacted her again on several occasions both via phone and email. After several weeks/months, Ms*** contacted my staff at UP Payments and my partner *** and acted unprofessionally, demanding refunds for fees that she contractually was obligated to pay. Such fees are automatically billed monthly, specifically in the month of December for $129.85, which illegibly overdrew her business checking account. She claims to have incurred insufficient funds fees from her bank, however proof was never provided. After several email communications and brief phone call, Ms*** continued to demand not only reimbursement of fees, but copies of phone records and emails of the attempts to train her properly on the hosted payments option. I explained very clearly that we would not reimburse her or provide private company information and we would effective immediate discontinue supporting her account. I provided her the cancellation form and contact information necessary to terminate her account with *** and UP Payments. This is a very unfortunate situation because my company stands 100% behind providing excellent service and support to our merchants and business partners. Though we recognize and sympathize with businesses of this sort that appear to be struggling financially, we cannot reimburse any agreed upon fees or charges due to their negligence. We sincerely wish Ms*** and her business the best of luck, but unfortunately we will not continue working together professionally