Wind River Financial, Inc.

Review: I had contacted WRF, our credit card processing company in Dec. of 2013 to inform them that we would switching credit card processing companies, thereby terminating our relationship w/them. I then asked them, via EMAIL, what specifically needed to be done in order to achieve this and whether or not there would be any FEES involved w/terminating our relationship. I was told by one of their representatives, [redacted] that all I had to do was contact them once we were ready to have them stop processing for us---that they would be able to do so instantaneously. I was also told, at that time, that there were no fees involved for terminating our relationship with them--that was naturally a concern of ours because if they were too steep we might consider holding off. Our NEW credit card processing representative came in to our store on Saturday, Feb. 1st to reprogram our terminal and the following Monday I contacted WRF immediately to let them know that our new credit card processor had been successful in programming our terminal and therefore, we no longer needed their services. Hence, the last time we processed any transaction through WRF was in January of 2013. Historically, since our relationship w/ them, we have the processing fees automatically debited from our bank account the following month (ie. so in FEbruary we would have fees taken out for transactions that posted in JAnuary). To my surprise, in MARCH we had just under $100 in fees automatically debited from our bank account by WRF even though we had not processed any transacations w/ them in February whatsoever and had told them that we were ending our relationship w/ them the first business day of the month. I contacted WRF and was told that because we informed them on the 3rd of the month they had no choice but to charge us fees that their "backend processor" supposedly charges them. I told them this was not fair as at no time when I had initially contacted them had they told me that I needed to inform them of our decision to terminate by a certain day of the month. I specifically asked them via EMAIL what I needed to do and whether or not we would incur any charges; they should have made mention about such "backend processing fees " at that time, but they didn't. I informed them the first business day of February thinking everything would be good to go as we had no transactions w/ them since January and I thought this would be a clean way to start w/ the new company for the entire month of February. we should not have fees automatically taken out of our bank account when we had no transactions and had already given notice that we were ending our relationship. I was not able to reason w/ [redacted] and so I tried someone else who then kicked me back to [redacted] again. I then called them and asked to speak w/ a manager. I was put into her vm. I have since called back and left msgs two more times and still no reply. I have never gotten any message from the manager. I think this pretty lousy customer service for someone who made them a lot of money over the past several years in processing fees, etc. Consequently, my opinion of this company has plummeted.Desired Settlement: I would simply like for the $99+ in UNAUTHORIZED fees that were debited from our bank account AFTER notice of termination and over a month later since any transactions had been processed to be put back INTO our account.

Thanks.

Business

Response:

This client did call our office on to let us know she was moving her account. Her Relationship Manager called her back on to discuss the transition timing and also informed her of the $25 closure fee. (see the notes below from the call) This fee has been in place for 2 years, was disclosed to all of our clients and is billed on all closed accounts. The client stated that she did not want to accounts closed yet, but was giving us notice at the time. The client continued processing transactions through the end of January. We received an email on requesting the accounts to be closed. We closed the accounts that day so they were not able to process any additional transactions. Their final statement (Feb)was generated at the end of the month and fees were taken on, which included the closure fees along with the trailing pass-through fees from Visa for their transaction they processed in January. The fees were explained to the client when she called.

Please confirm receipt of this email, and let me know if there is anything else I can provide.

Thank you!

CALL DETAIL:

Contact: [redacted]

Company: [redacted]

Assigned: 1:57 pm, 12/30/2013

Creation: 8:25 am, 12/30/2013

Completion or Last Update: , 2:09 pm, 12/30/2013

Reference: URGENT-wants to close acct

Date: 12/30/2013 Time: 1:57 pm

Notes:

She said they are switching to Heartland. Call her at [redacted]

~[redacted] said her boss made the decision, I asked if we can get them back...she said maybe down the road

~I asked why they left us, she said lower rates...can she validate it truly is lower?? She said that was up to her boss...I asked if I could talk with them. She said no their mind is made up..

~I asked if she knew if they were in a contract...she said not that she was aware of...okay I said Heartland has a tendency to slowly raise pricing without them knowing it...

~Could we have done something different? She said no...

~I asked did Heartland solicited them...how did they hear about them? She said they had a mutual client that worked with them

~she said she doesn't want the account closed yet and will let me know...I also let her know of the $25/acct closure fee

Client Services Manager

Out of all the payment processing companies in Southern Wisconsin, Wind River has the most satisfied customers!*

Direct: [redacted] • Toll Free: [redacted]

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