Hello, We have reviewed *** ***'s complaint. We have processed a refund in the amount of $50.90. This refund will be deposited into the banking account we have on file within business days. Thanks,*** ***
Hello, We have reviewed Ms*** complaint. Ms*** needs to outline exactly what her desired settlement needs to be in dollar a dollar amount. We can address the fees and ETF that Ms*** is referencing in her complaint, however Ms*** needs to be more specific in what
amount she is requesting. Thanks.*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
First, I did fax the formTwiceFirst time in May and once after the agent advised me toObviously, you received noneAlso, during these months, I did different fax and all of them went well, so I am 100% sure my fax machine is working fineMy fax did not set up to give out confirmation, therefore, I called my phone company to request the fax record, and they do not give out phone or fax record if it's a number or unless I have a court orderAgain, *** I stated before, I called more than half dozen times and tried to confirm if the fax was received, which including calls to the account closure department (the Loyalty Department), as well as the customer service departmentI left multiple voice messages and tried my very best to confirm the fax was received with both department, however, none of them can confirmSo no, I am not sending another fax since your department is not receiving any of themI have attached my form here from May 14th, and you could also please checked the phone record with the customer service that I called about two weeks after I sent out the form to see if the department received it as a confirmation As for the $regulatory fee, please see the May statement, there was a credit of $50, which is the refund of the regulatory feeAs I stated in my complaint, the branch manager forgot to put it into the initial contract, and he didi some kind of note or amendmentI be**eved you should have some kind of notes that showed the fee needed to be refundedBecause in 2015, the agent from customer service found something and refunded the fee. Regards,
*** **
Mr*** has advised that the bank partner is working to setup a meeting with Mr***The estimated resolution should be within the month of June.Thanks,*** ***
Hello, We have reviewed Ms***'s complaint. We referred her complaint to the sales representative Ms*** listed in the complaint, *** ***. Here is what Ms*** responded with:"I meet with Ms*** on separate occasions. First meeting was
introduction to Vantiv. The second meeting we talked about processing and last meeting I presented cost savings and she signed the paperwork. I called her several times to complete the install. Ms*** never responded until she started seeing the charges and stated that she had been busy and working a second job. I attempted calling her a few times after she left a message stating that she did not want the account. Unfortunately I missed her first call, but I returned her call after my meeting was over and provided a time for Ms*** to call me back. I did get additional calls and voicemails, but were at times I wasn't in the office or available to be reached. I followed up and left voicemails and actual messages with a female at her store. I never did get any additional calls in return." With the above information from the sales rep, along with Ms***'s failure to contact our call center for cancellation, we will not be refunding and monthly or termination fees. All items were covered in the terms of the signed contract. Thanks,*** ***
Firstly we would like to apologize for the inconvenience this experience has caused you in dealing with Vantiv. We've reviewed your complaint and have the opportunity to remedy the problemOur current contract shows and not so could you provide a copy showing that difference
You are correct in believing the charges were only $17.95. But due to EMV compliance that fee is now as you have not purchased the new EMV reader that came out on your March processing statement. If you would like to upgrade to a compliant EMV reader you can avoid this $surcharge.3. We were able to process the difference and include in refund of $which you will receive in 7-business days. Thanks in advance and if you have any other questions please let us know. Vantiv Customer Care
Hello, We have reviewed Ms*** rejection. Ms*** account was closed on 8/30/16. The fee charged to Ms*** account was for having an open account in August. We will provide a refund of the $24.95. It will show in her checking account on file with business days. Thanks,*** ***
Hello, We have reviewed *** *** complaint. I have referred his account to our Chargeback team for review. I will forward their response to *** *** email address on file. Thanks,Todd S
Hello,We have reviewed *** ***'s complaint I referred *** ***'s complaint to our Risk department supervisor for review Here is the response:*** ***'s account was closed om 7/22/due to multiple charge-back's of business as well as a retrieval of funds *** *** was
contacted by our Risk department by both telephone and email asking for price list of services he offered as well as information in a specific retrieval of $ *** *** failed to provide a response One last attempt was sent to him on 7/21/through email advising if not received we would be shutting down his processing account *** *** didn't reply and his account was closed During this time we were also getting ACH rejects, stating his banking account has been closed as well *** ***'s account will remain closed.Thanks,Todd S***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]If you review my initial complaint, Flint had a contract with Vantiv as their backend processer, and on February 18th,2016, they approved my transactions, and then I received a notice from Flint that Vantiv cancelled the settlement. Well, how am I suppose to know that after the customer walks out of my store with the merchandise Whose fault is it?????? Is it Flint??? Who used Vantiv as the backend processer, or is it Vantiv????? They approved the transaction and then cancelled And this is not made evident to me at the time I am processing the customers credit card I am very upset at the run around that Vantiv is giving me over this deal I have talked to them on the phone, and they are mad at Flint over something, but I demand my payment as I can just not go back and collect my product from the customers that have been used up, and I was given approval to let them walk out of my store with a payment in hand
Regards,
*** ***
Hello, We have reviewed Mr***'s response. I cannot go back and close an account prior to receiving an authorized close form. The form was received in September, the request to close was put in September. Typically we do not refund fees on the month of the close, but in this case I processed a courtesy refund. We will not be issuing any further refunds. Thanks,*** ***
Hello, We have reviewed Ms***'s complaint. We have processed a refund in the amount of $375. The refund will be deposited into the bank account on file within business days.Thanks,*** ***
Good Morning, After reviewing the account Vantiv will perform a courtesy refund for $the desired amount per this request in good faith as merchant has continued to process. Merchant will receive funds wi3-business days. Thanks in advance,Customer Care
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. We closely reread our contract, and determined the following:1. The total amount overcharged was as follows:(dates reference "Statement Period")-May 2013, July 2013, April 2014, Feb 2014, April 2015, June - charged for "Annual PCI Compliance Support Fee" and "Compliance and Regulatory Fee" - $each fee, overcharged $150Our response: Both of these fees are listed on the merchant agreement - Page Additional Fees pricing - WE AGREE WITH THIS RESPONSE:2. Beginning - charged "Assessment" twice on each statement, sometimes listed as "Network Acquire Fee" and/or "Minimum Charge Assessed", a charge would be listed on one page and another would be on a separate page making it difficult to notice the double charge - YTD on Dec statement Assessment charge is listed as $100, plus $additionally listed elsewhere -- Overcharged $for 2012, Overcharged $for 2013, Overcharged $for -Same Assessment fee continues for all of (except Dec 2015)- Overcharged $110Our response: Network Acquire Fee is assessed by Visa / MasterCard. It's a fee that is passed through to the merchant (meaning Vantiv doesn't make any money on this fee.) It is billed at 10% of transactions or a minimum of $per month. Monthly minimum charge is referenced in terms and conditions, under additional pricing information. It outlines that they will get charged $per card type per month (if the processing fees don't cover $for that month).WE AGREE WITH THIS RESPONSE: WE ACKNOWLEDGE THE NOTIFICATION ON OUR MAY STATEMENT, BUT BECAUSE WE HAD A CONTRACT IN PLACE, THIS FEE SHOULD NOT INCREASE WITHOUT A NEW CONTRACT:"PCI Non-Validation Fee" was to be $per our contract -- charged $beginning July - Overcharged $49.75Our response: Notification of the fee increase was provided on April Monthly Service Invoice - WE ACKNOWLEDGE THE NOTIFICATION ON OUR MAY STATEMENT, BUT BECAUSE WE HAD A CONTRACT IN PLACE, THIS FEE SHOULD NOT INCREASE WITHOUT A NEW CONTRACT- $Early Termination Fee - we were not under contract - overcharged $295Our Response: Page 5, section 6a of the terms and conditions states that the initial term of the agreement is months, with auto renewal of periods equal to the initial term. Section 6b details the Early Termination Fee of $for de-conversion of the account WE SENT AN EMAIL ON JUNE 11TH, 2014, TO VANTIV CUSTOMER REPRESENTATIVE([email protected]) STATING THAT WE ARE NOT INTERESTED IN EXTENDING(RENEWING) OUR CONTRACT WITH VANTIV SEE ATTACHED FILE(2016-03-17_103053.JPG) THERE IS NOT A PAGE SECTION 6A OF OUR TERMS AND CONDITIONS; THERE ARE ONLY 5. Unlawfully Increased Discount Rate from 2.15% to 2.66% - Began in May -- overcharged $
Our Response: Notification of the fee increase was provided on the April monthly billing invoice.THERE WAS NOT NOTIFICATION EXCEPT SIMPLY ADJUSTING THE RATE ON OUR MAY STATEMENT; WE HAD A CONTRACT IN PLACE, THIS FEE SHOULD NOT INCREASE WITHOUT A NEW CONTRACT. THERE ARE ADDITIONAL ATTACHMENTS FOR REFERENCE ON "PAGE 5" OF OUR CONTRACT
*** ***
[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** *** Thank you
Hello,I have reviewed *** ***'s complaint. Unfortunately I was not able to find an account with the information provided. I have emailed *** *** and asked for his merchant account number or more information to locate one in our system. Thanks,Todd S***
Hello,We have reviewed *** ***'s complaint. *** *** claims that she doesn't have an account with Vantiv. When I looked up her phone number, I was able to find a Merchant Account ending in ***. I have emailed *** ***, a the email address in the complaint with more details
along with our phone number to discuss further. Thanks,Todd S***
Hello, We have reviewed *** ***'s complaint. We have processed a refund in the amount of $50.90. This refund will be deposited into the banking account we have on file within business days. Thanks,*** ***
Hello, We have reviewed Ms*** complaint. Ms*** needs to outline exactly what her desired settlement needs to be in dollar a dollar amount. We can address the fees and ETF that Ms*** is referencing in her complaint, however Ms*** needs to be more specific in what
amount she is requesting. Thanks.*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
First, I did fax the formTwiceFirst time in May and once after the agent advised me toObviously, you received noneAlso, during these months, I did different fax and all of them went well, so I am 100% sure my fax machine is working fineMy fax did not set up to give out confirmation, therefore, I called my phone company to request the fax record, and they do not give out phone or fax record if it's a number or unless I have a court orderAgain, *** I stated before, I called more than half dozen times and tried to confirm if the fax was received, which including calls to the account closure department (the Loyalty Department), as well as the customer service departmentI left multiple voice messages and tried my very best to confirm the fax was received with both department, however, none of them can confirmSo no, I am not sending another fax since your department is not receiving any of themI have attached my form here from May 14th, and you could also please checked the phone record with the customer service that I called about two weeks after I sent out the form to see if the department received it as a confirmation As for the $regulatory fee, please see the May statement, there was a credit of $50, which is the refund of the regulatory feeAs I stated in my complaint, the branch manager forgot to put it into the initial contract, and he didi some kind of note or amendmentI be**eved you should have some kind of notes that showed the fee needed to be refundedBecause in 2015, the agent from customer service found something and refunded the fee. Regards,
*** **
Mr*** has advised that the bank partner is working to setup a meeting with Mr***The estimated resolution should be within the month of June.Thanks,*** ***
Hello, We have reviewed Ms***'s complaint. We referred her complaint to the sales representative Ms*** listed in the complaint, *** ***. Here is what Ms*** responded with:"I meet with Ms*** on separate occasions. First meeting was
introduction to Vantiv. The second meeting we talked about processing and last meeting I presented cost savings and she signed the paperwork. I called her several times to complete the install. Ms*** never responded until she started seeing the charges and stated that she had been busy and working a second job. I attempted calling her a few times after she left a message stating that she did not want the account. Unfortunately I missed her first call, but I returned her call after my meeting was over and provided a time for Ms*** to call me back. I did get additional calls and voicemails, but were at times I wasn't in the office or available to be reached. I followed up and left voicemails and actual messages with a female at her store. I never did get any additional calls in return." With the above information from the sales rep, along with Ms***'s failure to contact our call center for cancellation, we will not be refunding and monthly or termination fees. All items were covered in the terms of the signed contract. Thanks,*** ***
Firstly we would like to apologize for the inconvenience this experience has caused you in dealing with Vantiv. We've reviewed your complaint and have the opportunity to remedy the problemOur current contract shows and not so could you provide a copy showing that difference
You are correct in believing the charges were only $17.95. But due to EMV compliance that fee is now as you have not purchased the new EMV reader that came out on your March processing statement. If you would like to upgrade to a compliant EMV reader you can avoid this $surcharge.3. We were able to process the difference and include in refund of $which you will receive in 7-business days. Thanks in advance and if you have any other questions please let us know. Vantiv Customer Care
Hello, We have reviewed Ms*** rejection. Ms*** account was closed on 8/30/16. The fee charged to Ms*** account was for having an open account in August. We will provide a refund of the $24.95. It will show in her checking account on file with business days. Thanks,*** ***
Hello, We have reviewed *** *** complaint. I have referred his account to our Chargeback team for review. I will forward their response to *** *** email address on file. Thanks,Todd S
Reviewing the account we updated the fees and refunded the 99.74. Customer should see funds in bank account within 3-business days
Hello,We have reviewed *** ***'s complaint I referred *** ***'s complaint to our Risk department supervisor for review Here is the response:*** ***'s account was closed om 7/22/due to multiple charge-back's of business as well as a retrieval of funds *** *** was
contacted by our Risk department by both telephone and email asking for price list of services he offered as well as information in a specific retrieval of $ *** *** failed to provide a response One last attempt was sent to him on 7/21/through email advising if not received we would be shutting down his processing account *** *** didn't reply and his account was closed During this time we were also getting ACH rejects, stating his banking account has been closed as well *** ***'s account will remain closed.Thanks,Todd S***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]If you review my initial complaint, Flint had a contract with Vantiv as their backend processer, and on February 18th,2016, they approved my transactions, and then I received a notice from Flint that Vantiv cancelled the settlement. Well, how am I suppose to know that after the customer walks out of my store with the merchandise Whose fault is it?????? Is it Flint??? Who used Vantiv as the backend processer, or is it Vantiv????? They approved the transaction and then cancelled And this is not made evident to me at the time I am processing the customers credit card I am very upset at the run around that Vantiv is giving me over this deal I have talked to them on the phone, and they are mad at Flint over something, but I demand my payment as I can just not go back and collect my product from the customers that have been used up, and I was given approval to let them walk out of my store with a payment in hand
Regards,
*** ***
Hello, We have reviewed Mr***'s response. I cannot go back and close an account prior to receiving an authorized close form. The form was received in September, the request to close was put in September. Typically we do not refund fees on the month of the close, but in this case I processed a courtesy refund. We will not be issuing any further refunds. Thanks,*** ***
Hello,The Early Decommission Fee for $is outlined on page 3, section Thank you,*** ***
Hello, We have reviewed Ms***'s complaint. We have processed a refund in the amount of $375. The refund will be deposited into the bank account on file within business days.Thanks,*** ***
Good Morning, After reviewing the account Vantiv will perform a courtesy refund for $the desired amount per this request in good faith as merchant has continued to process. Merchant will receive funds wi3-business days. Thanks in advance,Customer Care
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. We closely reread our contract, and determined the following:1. The total amount overcharged was as follows:(dates reference "Statement Period")-May 2013, July 2013, April 2014, Feb 2014, April 2015, June - charged for "Annual PCI Compliance Support Fee" and "Compliance and Regulatory Fee" - $each fee, overcharged $150Our response: Both of these fees are listed on the merchant agreement - Page Additional Fees pricing - WE AGREE WITH THIS RESPONSE:2. Beginning - charged "Assessment" twice on each statement, sometimes listed as "Network Acquire Fee" and/or "Minimum Charge Assessed", a charge would be listed on one page and another would be on a separate page making it difficult to notice the double charge - YTD on Dec statement Assessment charge is listed as $100, plus $additionally listed elsewhere -- Overcharged $for 2012, Overcharged $for 2013, Overcharged $for -Same Assessment fee continues for all of (except Dec 2015)- Overcharged $110Our response: Network Acquire Fee is assessed by Visa / MasterCard. It's a fee that is passed through to the merchant (meaning Vantiv doesn't make any money on this fee.) It is billed at 10% of transactions or a minimum of $per month. Monthly minimum charge is referenced in terms and conditions, under additional pricing information. It outlines that they will get charged $per card type per month (if the processing fees don't cover $for that month).WE AGREE WITH THIS RESPONSE: WE ACKNOWLEDGE THE NOTIFICATION ON OUR MAY STATEMENT, BUT BECAUSE WE HAD A CONTRACT IN PLACE, THIS FEE SHOULD NOT INCREASE WITHOUT A NEW CONTRACT:"PCI Non-Validation Fee" was to be $per our contract -- charged $beginning July - Overcharged $49.75Our response: Notification of the fee increase was provided on April Monthly Service Invoice - WE ACKNOWLEDGE THE NOTIFICATION ON OUR MAY STATEMENT, BUT BECAUSE WE HAD A CONTRACT IN PLACE, THIS FEE SHOULD NOT INCREASE WITHOUT A NEW CONTRACT- $Early Termination Fee - we were not under contract - overcharged $295Our Response: Page 5, section 6a of the terms and conditions states that the initial term of the agreement is months, with auto renewal of periods equal to the initial term. Section 6b details the Early Termination Fee of $for de-conversion of the account WE SENT AN EMAIL ON JUNE 11TH, 2014, TO VANTIV CUSTOMER REPRESENTATIVE([email protected]) STATING THAT WE ARE NOT INTERESTED IN EXTENDING(RENEWING) OUR CONTRACT WITH VANTIV SEE ATTACHED FILE(2016-03-17_103053.JPG) THERE IS NOT A PAGE SECTION 6A OF OUR TERMS AND CONDITIONS; THERE ARE ONLY 5. Unlawfully Increased Discount Rate from 2.15% to 2.66% - Began in May -- overcharged $
Our Response: Notification of the fee increase was provided on the April monthly billing invoice.THERE WAS NOT NOTIFICATION EXCEPT SIMPLY ADJUSTING THE RATE ON OUR MAY STATEMENT; WE HAD A CONTRACT IN PLACE, THIS FEE SHOULD NOT INCREASE WITHOUT A NEW CONTRACT. THERE ARE ADDITIONAL ATTACHMENTS FOR REFERENCE ON "PAGE 5" OF OUR CONTRACT
*** ***
[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** *** Thank you
Hello,I have reviewed *** ***'s complaint. Unfortunately I was not able to find an account with the information provided. I have emailed *** *** and asked for his merchant account number or more information to locate one in our system. Thanks,Todd S***
Hello,We have reviewed *** ***'s complaint. *** *** claims that she doesn't have an account with Vantiv. When I looked up her phone number, I was able to find a Merchant Account ending in ***. I have emailed *** ***, a the email address in the complaint with more details
along with our phone number to discuss further. Thanks,Todd S***
Hello, We have referred the complaint to our sales department to review. Once they provide an update we will advise. Thanks,Todd S***