Velocity Merchant Services/VMS

Initial Business Response / [redacted] (1000, 6, 2015/10/14) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @getvms.com Regarding the complaint filed above, VMS is more than happy to go over the merchants processing statement to work with them on saving money As it currently stands we have waived a a lot of fees and have worked with Mr [redacted] on numerous occasions Also the charges in question are regarding the clients terminal cost, this is a charge from [redacted] club not VMS for the clients machine

Initial Business Response / [redacted] (1000, 5, 2015/05/04) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX x This merchant signed a contract with VMS, he processed using his daughters checking accountMerchant is upset because we are holding his funds until he sends us an updated checking accountNo fake account was set upIn fact this merchant processed over $in credit cards using the terminalHe signed a contract with VMS as well as with a finance company for the machine

Initial Business Response / [redacted] (1000, 5, 2015/08/27) */ Contact Name and Title: [redacted] Contact Phone: XXXXXXXXXX Contact Email: [redacted] @getvms.com We spoke to the clients husband, we helped her set up the account and did all of the translating due to the language barrierNot only did the client talk to [redacted] about an upgrade they went as far as to upgrade from a new unit to a clover stationThere is no doubt that the client knew who we were because we go through a email presentation on all clover sales, we will not be returning the terminal since they are in a lease (finance) agreement and they have had the terminal for over a monthAlso we had them sign the clover addendum because once a clover is set up for a business it cannot be used for another businessThis seems to sadly be a case of buyers remorseI cannot break the contractIf they were not sure they were responsible to read what they were signingAnd please note that it was several pages not just one page

Initial Business Response /* (1000, 5, 2015/06/15) */
Contact Name and Title: Nancy ***
Contact Phone: ***
Contact Email: ***
This client had accounts open with VMS, one for Knickerbockers Deli and one for a Catering companyThese accounts were closed before the
year term was upThere is a cancellation fee that is associated with the accountIf the client would like to settle VMS can close out both accounts for $
Thank You
Initial Consumer Rebuttal /* (3000, 7, 2015/06/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No; they are missing the pointTheir representative told me point blank that I could cancel with NO further obligationsHad I known I was signing up for years, I NEVER WOULD HAVE
I also had no reason to have two accounts; this is an error on their partI only had one card reader; so why would I need another account?
The only thing I will accept is nothing owed and this removed from my credit report

Initial Business Response /* (1000, 5, 2015/07/20) */
Contact Name and Title: *** ***
Contact Phone: XXXXXXXXXX
Contact Email: ***@getvms.com
Merchant wanted a refurbished machine for $100.00, we sent her a unit that will accept credit cards for her church, once she got the terminal she
decided that she wanted a wireless terminalWe offered her an *** which is a swiper that will work through her phone or iPadShe refused and said she wants a handheld terminalWhich is fine but she would have to pay the difference those terminals cost $We would be happy to offer her a wireless unit but she has to pay the difference
Initial Consumer Rebuttal /* (3000, 7, 2015/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not want to do business with this companyI would like to have my money back
Final Business Response /* (4000, 9, 2015/07/29) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
The client got exactly what she paid us forShe paid $for a refurbished machineAll sales are final

We spoke to this customer and refunded his fundsCustomer was satisfied with refund

Initial Business Response /* (1000, 5, 2015/05/04) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX x120
This merchant signed a contract with VMS, he processed using his daughters checking account. Merchant is upset because we are holding his funds until he sends us an updated...

checking account. No fake account was set up. In fact this merchant processed over $5000 in credit cards using the terminal. He signed a contract with VMS as well as with a finance company for the machine.

Initial Business Response /* (1000, 5, 2015/06/11) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@getvms.com
This client signed a contract with VMS for credit card and debit card services. If they wish to cancel the service they would need to close out...

the account in writing just like any other account that handles money we would need a signed authorization to close out the account. Also there is a cancellation fee that would need to be paid. this is all in the contract that the client signed.
Thank You

Initial Business Response /* (1000, 6, 2015/10/14) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@getvms.com
Regarding the complaint filed above, VMS is more than happy to go over the merchants processing statement to work with them on saving money. ...

As it currently stands we have waived a a lot of fees and have worked with Mr [redacted] on numerous occasions.
Also the charges in question are regarding the clients terminal cost, this is a charge from [redacted] club not VMS for the clients machine.

This merchant received a letter from [redacted] for a clover lease at $49.99, but when we sent it for funding it was for a vx520 $29.99 (which is exactly what she has).  She was upset and thought we lied to her about the lease.  I attached the email we sent to [redacted] get this resolved, I...

notified the merchant the mistake that [redacted] made and gave her our ticket number as confirmation that we are working to resolve this.  She doesn’t believe that we are correcting this for her because every time she calls [redacted] they tell her that they have no record of this, but again this is being handled by management at [redacted] and [redacted] confirmed that it could take up 10 business days which would be on 6/30/16.  I gave the merchant our ticket number as confirmation in case she needs to refer back to this issue and I even sent her an email as she requested on Friday confirming this information for her records.

Initial Business Response /* (1000, 5, 2015/08/27) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@getvms.com
We spoke to the clients husband, we helped her set up the account and did all of the translating due to the language barrier. Not only did the...

client talk to [redacted] about an upgrade they went as far as to upgrade from a new unit to a clover station. There is no doubt that the client knew who we were because we go through a email presentation on all clover sales, we will not be returning the terminal since they are in a lease (finance) agreement and they have had the terminal for over a month. Also we had them sign the clover addendum because once a clover is set up for a business it cannot be used for another business. This seems to sadly be a case of buyers remorse. I cannot break the contract. If they were not sure they were responsible to read what they were signing. And please note that it was several pages not just one page.