Hello,We have reviewed Ms. [redacted]'s complaint. Here are the findings:The tax records to be corrected - What we have on file is that this is a sole proprietorship that files with the SSN for her as the owner. We have no records of any calls or indications that this information is incorrect or...
needs to be updated.Refund for two separate accounts - We have discovered that there are two different accounts signed by two different owners under two different tax IDs. The most recent was was opened on 8/9/16, but the older one was still used up until 1/2/17. We can issue a courtesy refund of the unused months for the one opened in Sept 2016 which will amount to $364.10 and close the older account that was still being used up to Jan of this year. This should show in the bank account within 5-7 business days.Refund for months of non working equipment - This equipment was leased through [redacted] Leasing. Any refunds or returns would need to be handled through that company. The telephone number Is 877-[redacted].Refund for months in contract of being overcharged - There is no refund due, as only one account was being used and we will be refunding the monthly fees for the open account that was not being used. All further contract time voided - this contract cannot be voided or waived. It can be closed according to the terms of the contract or the time of the contract has been fulfilled and closed before the auto renewal date. Thank you, [redacted]
Hello,We have reviewed [redacted]'s complaint. [redacted] did attempt to get his account closed in July of 2015, and because of that attempt, we have agreed to refund the amount requested of $493.80. The refund was processed today and will be deposited into [redacted]'s account on file...
Hello, We have reviewed Mr. [redacted]'s complaint. Mr. [redacted] mentioned [redacted] in his complaint. Mr. [redacted] did set up Mr. [redacted]'s account in 2013. Since then, Mr. [redacted] moved roles and was no longer the relationship manager for Mr. [redacted]. ...
During Mr. [redacted]'s 3+ years of processing, he contacted the Vantiv help desk on several occasions, needing help with either his machine or simply having processing questions. We also replaced his machine for him in March 2016. Mr. [redacted]'s contract clearly states an early termination fee (ETF) will be applied if contract terms are not met. We assisted Mr. [redacted] each time to contacted Vantiv, so I am not sure why he claims his emails and calls went unanswered. We will not be providing a refund for the ETF. Thanks,[redacted]
Attached are the supporting documents that I have to show most of the communication I had with the company. Not all are shown because the other number I was calling was an 800 number. The first page shows the letter I sent cancelling the account. This was faxed on 6/17/16. The second page shows the fax transmission report showing the letter had been faxed to [redacted] on 6/17/16 and had gone through with no errors. The third page shows the letter I faxed asking for someone to please call me on 9/12/16. The fourth page is the first page of the cancellation form. The fifth page is the second page of the cancellation form. The sixth page is the letter I sent in with the cancellation form. The seventh page is the fax transmission showing that the cancellation fax had gone through on 9/23/16. The eighth page shows the phone records from our second business line. The ninth page shows the phone records from [redacted] calling from her home.If you look at the close form on the second page it states that if the form is received by the 25th of the month, the account will be closed by the end of that current month. I faxed mine on 9/23/16 but my account was not closed by the end of the month.Looking at the phone records, it shows me calling [redacted] which was the number I was given to contact my sales representative. This was [redacted]. As you can see, I called her several times on 6/16/16, this was me trying to make sure what I needed to do to close the account. On 6/17/16 you will see that I called her at 2:32 PM. I then faxed her the letter to cancel the account at 2:45 PM. It was faxed to [redacted] which was the fax number she gave me. I then called on 6/27/16 to verify she had received the letter, which she said she had and that the account would be closed on 7/18/16. I then called her on 7/18/16 to verify it was cancelled. She said it was in process and to call back later. I called on 7/19/16 and [redacted] said that yes, the account was now closed.Once I received my bank statement I noticed they were still taking money out of my account. This is where I tried calling numerous times but either her phone line rang busy or it just rang with no one answering and no answering machine. I finally called from my home on 9/14/16 and asked her what was going on. She told me she would make sure to have the account closed and the money refunded by 9/15/16. I called on 9/15/16 and she said it was in process and she would email me the confirmation of it being closed. I never received an email and that's where I could no longer get anyone on the phone. With no one answering, the calls do not show on my phone bill. After weeks of trying and not getting anywhere, that is when I decided to turn it into the Revdex.com. I just want the money refunded and confirmation that the account is in fact closed and no other charges will be made to our checking account.If there is anything else you need or any questions, please let me know. **I couldn't get my email to send with the attachment so I'm going to try and send this by itself and then I will send the attachments by themselves.Thanks,[redacted] Tell us why here...
Hello,We have reviewed Mr. [redacted]'s complaint. We will be refunding the Early Termination Fee of $295 as a courtesy. The refund will be processed and deposited into the bank account on file within 7 business days. Thanks,Todd S[redacted]
[redacted],We have reviewed [redacted]'s complaint. I referred the complaint to the Individual Sales Office (ISO) that handles [redacted]'s account. They attempted to reach [redacted] on 3 different occasions by phone. Here is the statement from the ISO:"I called [redacted]...
3 times. The first 2 times he answered, but never
spoke. The 3rd call I left him a voicemail and expressed the
following· We will refund any overcharges from May to July that
didn’t fall in line with the fees that were listed in his original signed
agreement. We will credit the $375 Early Termination Fee"Thanks,Todd S[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. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that a refund of $543 is satisfactory to me.
Regards,
[redacted]
Hello, We have reviewed [redacted]'s response. The fee in which [redacted] is referring to in her statement is titled [redacted] fee. This fee is not charged by Vantiv. This is a [redacted] fee. In order to get this resolved, [redacted] will need to work with [redacted]. We have advised [redacted] in previous email communications of the mentioned resolution. Thanks,Todd S[redacted]
Hello,We have reviewed [redacted]'s response. [redacted] has had multiple conversations with our Risk department over the details of his account. [redacted] received charge-back notifications from the card associations as well as retrieval requests from us. We understand [redacted]'s frustration, however per his contract we cannot accept the financial risk factors involved with his business. The decision has been reviewed now 3 times with our risk team and they have made the final decision in keeping the account closed. There is no more reviews for his account and we consider this issue closed. Thanks,Todd S[redacted]
Hello, We have reviewed Ms. [redacted]s rejection. Ms. [redacted]s we will be happy to assist with getting you set up online and walk through teh steps to view what you need. Please contact our merchant services department at 1-[redacted]. Thanks,[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. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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]
Hello, We have reviewed Mr. [redacted]'s rejection. As previously stated on 12/1/16, we have confirmed his accounts are closed. There is nothing more we can state at this time, other than confirming his request.Thanks,[redacted]
This issue has been resolved to the client's satisfaction. A payment was issued yesterday to the client for $1001.88. We consider this matter closed.Thank you,
Bronson Z[redacted] | Senior Business Analyst
[redacted]
[redacted]
**...
Hello,We have researched this issue to the fullest extent and all concerns have already been addressed. [redacted] has not been an employee of our company for some time and cannot accurately represent our interests, and the terms and conditions of the contract are binding as they are agreed upon when the contract is signed. Thank you,[redacted]
Hello, We have reviewed [redacted]'s response. The terms and conditions that are separate from the contract outline all fees upon closing a merchant account early. We will not offer a waive of the liquidated damages, however our loyalty department is willing to work out settlement agreements on the total amount owed. Please work through them to resolve your complaint. Thanks,[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. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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]
MID: [redacted]DBA: [redacted] In reviewing this account our records indicate the account is indeed still open as of 01/03/2018 and the merchant is still processing transactions as well. Due to the account being used fees will continue to be applied to the merchant accordingly. If the merchant would like to close the account they will need to fill out a closure form to do so. I have also included the last 90 days of statements. Thanks in advance,Customer Care
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
The response " "The [redacted] would show GROSS volume for all merchant accounts he has with us sharing that same TIN. It would also only include the cards we actually pay for him. Therefore it would show different amounts." This response is vague and unclear. I am uncertain as to what they are even trying to convey. We only have one merchant account with that TIN. What does it mean "cards we actually pay"? The [redacted] provided to us includes all the cards attempted to process even the declines and does not reflect any refunds made. I have spoken with our 3rd party CPA firm and they were able to verify this based on the [redacted] provided to us from vantiv, our bank statements, and or records from vantiv. This issue needs to be resolved and two sentences provided to me 4 weeks later after a Revdex.com complaint does not cut it.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I have attached some of the pages that were requested by myself from the Dept. of Finance and the Bankcard dispute department with my bank.Pages 1-2 are the documents that the City of Chicago Dept. of Revenue received from Vantiv Bank/Merchant Services that shows the address that was given for Vantiv Bank. Pages 3-4 are documents that were sent to Vantiv Bank from the Dept. of Finance in regards to the case. I requested these documents from my Bankcard center after they informed me that my money was sent back to Vantiv Bank on 11/21/2016.I was not able to respond to this email within 30 minutes, as I was at work, at the time the email was received. So Vantiv Bank information is all over these documents, yet they don't handle chargebacks. The resolution to my complaint is my money being found and returned or I will need to start looking into legal actions. Speaking with a representative at the Dept. of Finance, she stated the bank has 90 days to return the money, it took 90 seconds for the error, yet it takes 90 days to return money. The Dept. of Finance states they don't know the bank address or information, so they do business with a company, but don't know information on the company??
Regards,
[redacted]
Hello,We have reviewed Ms. [redacted]'s complaint. Here are the findings:The tax records to be corrected - What we have on file is that this is a sole proprietorship that files with the SSN for her as the owner. We have no records of any calls or indications that this information is incorrect or...
needs to be updated.Refund for two separate accounts - We have discovered that there are two different accounts signed by two different owners under two different tax IDs. The most recent was was opened on 8/9/16, but the older one was still used up until 1/2/17. We can issue a courtesy refund of the unused months for the one opened in Sept 2016 which will amount to $364.10 and close the older account that was still being used up to Jan of this year. This should show in the bank account within 5-7 business days.Refund for months of non working equipment - This equipment was leased through [redacted] Leasing. Any refunds or returns would need to be handled through that company. The telephone number Is 877-[redacted].Refund for months in contract of being overcharged - There is no refund due, as only one account was being used and we will be refunding the monthly fees for the open account that was not being used. All further contract time voided - this contract cannot be voided or waived. It can be closed according to the terms of the contract or the time of the contract has been fulfilled and closed before the auto renewal date. Thank you, [redacted]
Hello,We have reviewed [redacted]'s complaint. [redacted] did attempt to get his account closed in July of 2015, and because of that attempt, we have agreed to refund the amount requested of $493.80. The refund was processed today and will be deposited into [redacted]'s account on file...
within 7 business days.Thanks,Todd S[redacted]
Hello, We have reviewed Mr. [redacted]'s complaint. Mr. [redacted] mentioned [redacted] in his complaint. Mr. [redacted] did set up Mr. [redacted]'s account in 2013. Since then, Mr. [redacted] moved roles and was no longer the relationship manager for Mr. [redacted]. ...
During Mr. [redacted]'s 3+ years of processing, he contacted the Vantiv help desk on several occasions, needing help with either his machine or simply having processing questions. We also replaced his machine for him in March 2016. Mr. [redacted]'s contract clearly states an early termination fee (ETF) will be applied if contract terms are not met. We assisted Mr. [redacted] each time to contacted Vantiv, so I am not sure why he claims his emails and calls went unanswered. We will not be providing a refund for the ETF. Thanks,[redacted]
Attached are the supporting documents that I have to show most of the communication I had with the company. Not all are shown because the other number I was calling was an 800 number. The first page shows the letter I sent cancelling the account. This was faxed on 6/17/16. The second page shows the fax transmission report showing the letter had been faxed to [redacted] on 6/17/16 and had gone through with no errors. The third page shows the letter I faxed asking for someone to please call me on 9/12/16. The fourth page is the first page of the cancellation form. The fifth page is the second page of the cancellation form. The sixth page is the letter I sent in with the cancellation form. The seventh page is the fax transmission showing that the cancellation fax had gone through on 9/23/16. The eighth page shows the phone records from our second business line. The ninth page shows the phone records from [redacted] calling from her home.If you look at the close form on the second page it states that if the form is received by the 25th of the month, the account will be closed by the end of that current month. I faxed mine on 9/23/16 but my account was not closed by the end of the month.Looking at the phone records, it shows me calling [redacted] which was the number I was given to contact my sales representative. This was [redacted]. As you can see, I called her several times on 6/16/16, this was me trying to make sure what I needed to do to close the account. On 6/17/16 you will see that I called her at 2:32 PM. I then faxed her the letter to cancel the account at 2:45 PM. It was faxed to [redacted] which was the fax number she gave me. I then called on 6/27/16 to verify she had received the letter, which she said she had and that the account would be closed on 7/18/16. I then called her on 7/18/16 to verify it was cancelled. She said it was in process and to call back later. I called on 7/19/16 and [redacted] said that yes, the account was now closed.Once I received my bank statement I noticed they were still taking money out of my account. This is where I tried calling numerous times but either her phone line rang busy or it just rang with no one answering and no answering machine. I finally called from my home on 9/14/16 and asked her what was going on. She told me she would make sure to have the account closed and the money refunded by 9/15/16. I called on 9/15/16 and she said it was in process and she would email me the confirmation of it being closed. I never received an email and that's where I could no longer get anyone on the phone. With no one answering, the calls do not show on my phone bill. After weeks of trying and not getting anywhere, that is when I decided to turn it into the Revdex.com. I just want the money refunded and confirmation that the account is in fact closed and no other charges will be made to our checking account.If there is anything else you need or any questions, please let me know. **I couldn't get my email to send with the attachment so I'm going to try and send this by itself and then I will send the attachments by themselves.Thanks,[redacted] Tell us why here...
Hello,We have reviewed Mr. [redacted]'s complaint. We will be refunding the Early Termination Fee of $295 as a courtesy. The refund will be processed and deposited into the bank account on file within 7 business days. Thanks,Todd S[redacted]
[redacted],We have reviewed [redacted]'s complaint. I referred the complaint to the Individual Sales Office (ISO) that handles [redacted]'s account. They attempted to reach [redacted] on 3 different occasions by phone. Here is the statement from the ISO:"I called [redacted]...
3 times. The first 2 times he answered, but never
spoke. The 3rd call I left him a voicemail and expressed the
following· We will refund any overcharges from May to July that
didn’t fall in line with the fees that were listed in his original signed
agreement. We will credit the $375 Early Termination Fee"Thanks,Todd S[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. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that a refund of $543 is satisfactory to me.
Regards,
[redacted]
Hello, We have reviewed [redacted]'s response. The fee in which [redacted] is referring to in her statement is titled [redacted] fee. This fee is not charged by Vantiv. This is a [redacted] fee. In order to get this resolved, [redacted] will need to work with [redacted]. We have advised [redacted] in previous email communications of the mentioned resolution. Thanks,Todd S[redacted]
Hello,We have reviewed [redacted]'s response. [redacted] has had multiple conversations with our Risk department over the details of his account. [redacted] received charge-back notifications from the card associations as well as retrieval requests from us. We understand [redacted]'s frustration, however per his contract we cannot accept the financial risk factors involved with his business. The decision has been reviewed now 3 times with our risk team and they have made the final decision in keeping the account closed. There is no more reviews for his account and we consider this issue closed. Thanks,Todd S[redacted]
Hello, We have reviewed Ms. [redacted]s rejection. Ms. [redacted]s we will be happy to assist with getting you set up online and walk through teh steps to view what you need. Please contact our merchant services department at 1-[redacted]. Thanks,[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. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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]
Hello, We have reviewed Mr. [redacted]'s rejection. As previously stated on 12/1/16, we have confirmed his accounts are closed. There is nothing more we can state at this time, other than confirming his request.Thanks,[redacted]
This issue has been resolved to the client's satisfaction. A payment was issued yesterday to the client for $1001.88. We consider this matter closed.Thank you,
Bronson Z[redacted] | Senior Business Analyst
[redacted]
[redacted]
**...
[redacted] [redacted]
Hello,We have researched this issue to the fullest extent and all concerns have already been addressed. [redacted] has not been an employee of our company for some time and cannot accurately represent our interests, and the terms and conditions of the contract are binding as they are agreed upon when the contract is signed. Thank you,[redacted]
Hello, We have reviewed [redacted]'s response. The terms and conditions that are separate from the contract outline all fees upon closing a merchant account early. We will not offer a waive of the liquidated damages, however our loyalty department is willing to work out settlement agreements on the total amount owed. Please work through them to resolve your complaint. Thanks,[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. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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]
MID: [redacted]DBA: [redacted] In reviewing this account our records indicate the account is indeed still open as of 01/03/2018 and the merchant is still processing transactions as well. Due to the account being used fees will continue to be applied to the merchant accordingly. If the merchant would like to close the account they will need to fill out a closure form to do so. I have also included the last 90 days of statements. Thanks in advance,Customer Care
Good Afternoon,A refund was processed for $55.29 and merchant will receive funds via ACH with 3-5 business days. Thanks in advance,Customer Care
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
The response " "The [redacted] would show GROSS volume for all merchant accounts he has with us sharing that same TIN. It would also only include the cards we actually pay for him. Therefore it would show different amounts." This response is vague and unclear. I am uncertain as to what they are even trying to convey. We only have one merchant account with that TIN. What does it mean "cards we actually pay"? The [redacted] provided to us includes all the cards attempted to process even the declines and does not reflect any refunds made. I have spoken with our 3rd party CPA firm and they were able to verify this based on the [redacted] provided to us from vantiv, our bank statements, and or records from vantiv. This issue needs to be resolved and two sentences provided to me 4 weeks later after a Revdex.com complaint does not cut it.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I have attached some of the pages that were requested by myself from the Dept. of Finance and the Bankcard dispute department with my bank.Pages 1-2 are the documents that the City of Chicago Dept. of Revenue received from Vantiv Bank/Merchant Services that shows the address that was given for Vantiv Bank. Pages 3-4 are documents that were sent to Vantiv Bank from the Dept. of Finance in regards to the case. I requested these documents from my Bankcard center after they informed me that my money was sent back to Vantiv Bank on 11/21/2016.I was not able to respond to this email within 30 minutes, as I was at work, at the time the email was received. So Vantiv Bank information is all over these documents, yet they don't handle chargebacks. The resolution to my complaint is my money being found and returned or I will need to start looking into legal actions. Speaking with a representative at the Dept. of Finance, she stated the bank has 90 days to return the money, it took 90 seconds for the error, yet it takes 90 days to return money. The Dept. of Finance states they don't know the bank address or information, so they do business with a company, but don't know information on the company??
Regards,
[redacted]