Hello, We have reviewed *** ***'s complaint. In reviewing her account, *** *** received a credit for her annual fee along with her NON PCI compliant fee in February of 2016. *** ***'s terms and conditions explains the contract length and penalty for
ending early. We are not able to terminate her contract without penalty. *** *** will need to work with our loyalty/collection team to resolve her contract dispute. Thanks,*** ***
Hello,We have researched *** *** accountOur records do show that the compromised card was cancelled and a new card was ordered and sent outHowever, whereas Vantiv does take care of the disputes, we do not handle the refunds of the fraudulent chargesThis comes from the bank that issued the
card to Mr*** after we send a notification over, and this is the part that has not yet been done, which is an error on our endA case has been filed as of today to be sent over to *** *** bankHe can then contact his bank for further information on if this has been received and when his refund of the fraudulent charges will come through.Thank you,Todd S
I would like to point out that the practice was closed and the machine had been returned as of March 31,2015. Vantiv continued to bill me not only for the machine monthly but also for "billing" on an account that was completely inactiveThe amounts varied any where from $10-twice monthlyNo one has been able to explain to me why these charges varied and why there continued to be charges on account that was completely inactive.I do not feel I should be charged for service on a completely inactive account because no service was givenThe fact that the account was not closed with a written letter (something the agent who picked up the machine failed to inform us of) does not change the fact that there was absolutely no action on this account.I can provide copy of the bank statements showing the automatic withdrawals if that would be helpful.Thank you
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
I have not been given any resolution to this claim , all they indicated is that they are looking into it which is what I have been told for weeks now from their company, I also get told I will get return phone calls and that never happens either
Regards,
*** ***
I understand that there would be a penalty to terminate my contract earlyI am prepared to pay the early termination fee of $However, I feel the liquidated damages should be waived given the representation of the contract that I was signing and the multiple times I had to call customer service for refunds of fees that I was wrongly charged
Yes, I had been refunded the fees wrongly charged but that is exactly the pointI kept having to call and because of billing mistakesAlso, the last time I was supposed to be credited I had to call multiple times because the refund was not processed as promisedThese phone calls last HOURS and HOURS because of the hold times
Also, I feel at the time I was presented the contract the representative was dishonest in the fees that would be accruedThere was no discussion of additional percentages for 'un-qualified' chargesIn fact, it was only after my phone calls that I was able to tease out the fees for interchange
At the time of termination I also asked for my contractMy representative emailed the signed copy and I have gone through it over and over and I still can not find the terms that highlight the liquidated damages and I specifically asked for my contract in order to understand all fees
Regards,
***
Hello, We have reviewed *** ***'s response. After discussing with MrB***, he confirmed that nothing was discussed in regards to *** ***'s business struggling. We will not be able to provide anythign in writing to *** ***. THe contract clearly states the terms and conditions. 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.]
Regards,
*** *** 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 number The first page shows the letter I sent cancelling the accountThis was faxed on 6/17/ The second page shows the fax transmission report showing the letter had been faxed to *** on 6/17/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/ 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/ The eighth page shows the phone records from our second business line The ninth page shows the phone records from *** 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/but my account was not closed by the end of the month.Looking at the phone records, it shows me calling *** which was the number I was given to contact my sales representative This was *** 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/you will see that I called her at 2:PM I then faxed her the letter to cancel the account at 2:PM It was faxed to *** which was the fax number she gave me I then called on 6/27/to verify she had received the letter, which she said she had and that the account would be closed on 7/18/ I then called her on 7/18/to verify it was cancelled She said it was in process and to call back later I called on 7/19/and *** 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/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/ I called on 9/15/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,***
Hello, We have reviewed *** ***s' complaint. *** ***s is asking for us to not honor a chargeback and credit back his account. Unfortunately chargeback decisions are out of Vantiv's hands. The Credit Card Association is solely responsible for all chargeback related
decisions. Vantiv does not have the ability to override, cancel or reverse any chargebacks. We are required to follow the decision process and are not able to credit *** ***s for the $chargeback he's requesting.Thanks,Todd S***
Hello, We have reviewed *** ***'s response. Unfortunately we have not been able to locate a merchant processing account with the information provided. Will *** *** please respond with his merchant identification number? Thanks,Todd S***
Hello, We have reviewed Mr***'s response. Liquidated damages are covered in the terms and conditions of the contract, therefore are not waived for closing the account. However, they are negotiable. Please contact our call center to discuss options. 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
There are multiple reasons why Vantiv's response is inadequate. We are unable to locate any notification of fee increase day prior to executionPlease send supporting documentation. According to Vantiv's "terms and conditions": Section 5:C ii - card organization Interchange dues/assessments fees WILL NOT be included in liquidated damages billing. iipay Processor, upon demand, an amount for liquidated damages equal to (a) the average monthly fees paid by Merchant to Processor under this Agreement (excluding Card Organization interchange and assessment fees) for the three calendar months in which such revenue was the highest during the preceding twelve calendar months, or such shorter period if this Agreement has not been in effect for twelve months, multiplied by (b) the number of months remaining in the then current term of this Agreement. We would like an itemized breakdown of Vantiv fees, along with Interchange dues/assessments for the months being cited as "average processing", in order to confirm with Visa, MasterCard, Discover, American Express interchange tables, in order to confirm the total interchange billing is accurate
Regards,
*** ***
Hello, We have reviewed Mr*** response. In order to correct the debit issue, Mr*** needs to contact the technical support team and have an amendment filled out and we will be able to provide an acceptable debit for processing. We will have someone from out technical support team reach out to Mr*** to help resolve the issue. Thanks,*** ***
Hello, We have reviewed *** ***'s complaint. *** *** originally requested for her account to be closed in April 2016. The May billing statement for $was for April's services. *** ***'s account should have been billed the $for services provided in the
month of April. The June billing of $should have been the amount credited back to *** ***'s account, not the $103.85. However since the credit has already been issued, we will not reverse the charge. We will not issue any more credits or refunds. 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
To assist us in bringing this matter to a close, we would like to know your view on the matter. * Has the company addressed the issues of this dispute? No * If not, why? Because I still do not have MY moneyAs of 12/29/I received a call from *** *** at the City of Chicago Deptof FinanceShe stated to me that they were working on getting my money refunded, but there wasn't any directors at the office to sign the refund due to the holidaysSo I will assume for now that Vantiv Bank is not holding the fundsShe also stated she would be out of the office as of last week and would leave my case for *** Marron to take care ofI called the office on 1/6/because I had not heard from anyone in regards to my caseI specified to *** when we talked that I would like for someone to notify me when they made the refund transaction, but I never heard from anyone, which prompted me to call themI spoke with a staff member of the office and she stated *** was out of the office at the time, but she was at workI left a message for *** to call me that same dayI called the office during the morning a little have a.mand left the messagefor ***Around 2:p.mI had not received a call back so I phoned again getting the same staff member, this time, after being placed on hold for about minutes, she stated *** was unavailableSo now I am convinced that the employees in this office are playing games with handling my case and I will be looking into filing a report this week with the departmentSo, until I get MY money returned to my account, I will not consider this case closedI will also be filing a complaint with my bank and their dispute department. * Has the company met the agreement they outlined in their response? I don't feel I have enough information to answer this question, since I can't get a clear reason as to why my bank had the money returned to them and then it was reversed backOnce I get more information, then I could answer honestly
Regards,
*** ***
Hello, We have reviewed this complaint. We are unable to locate a merchant identification number with the information provided. Please provided the MID so we can access your merchant account for review. 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.The MID is ***Business name is *** ***Business Phone number ***I have NOT had a response from Vantiv of the cancellation and other questions have been ignored.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
[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,
*** ***
Hello, We have reviewed Mr***'s complaint. Vantiv's role in a chargeback is to supply the Credit Card association (Visa / Master Card) all supporting documents supplied to us by our merchants. Vantiv does not make a decision on a charge back case. The deduction of the $
was decided by the association in favor of the card holder. This was not a Vantiv decision and therefore we cannot refund a charge back. This matter would need to be settled between the card holder and Mr***. Thanks,*** ***
The company has never attempted to get in touch with me.They took over $out of my bank account for processing fees however no processing was being done.They refuse to contact me
Hello, We have reviewed *** ***'s complaint. In reviewing her account, *** *** received a credit for her annual fee along with her NON PCI compliant fee in February of 2016. *** ***'s terms and conditions explains the contract length and penalty for
ending early. We are not able to terminate her contract without penalty. *** *** will need to work with our loyalty/collection team to resolve her contract dispute. Thanks,*** ***
Hello,We have researched *** *** accountOur records do show that the compromised card was cancelled and a new card was ordered and sent outHowever, whereas Vantiv does take care of the disputes, we do not handle the refunds of the fraudulent chargesThis comes from the bank that issued the
card to Mr*** after we send a notification over, and this is the part that has not yet been done, which is an error on our endA case has been filed as of today to be sent over to *** *** bankHe can then contact his bank for further information on if this has been received and when his refund of the fraudulent charges will come through.Thank you,Todd S
I would like to point out that the practice was closed and the machine had been returned as of March 31,2015. Vantiv continued to bill me not only for the machine monthly but also for "billing" on an account that was completely inactiveThe amounts varied any where from $10-twice monthlyNo one has been able to explain to me why these charges varied and why there continued to be charges on account that was completely inactive.I do not feel I should be charged for service on a completely inactive account because no service was givenThe fact that the account was not closed with a written letter (something the agent who picked up the machine failed to inform us of) does not change the fact that there was absolutely no action on this account.I can provide copy of the bank statements showing the automatic withdrawals if that would be helpful.Thank you
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
I have not been given any resolution to this claim , all they indicated is that they are looking into it which is what I have been told for weeks now from their company, I also get told I will get return phone calls and that never happens either
Regards,
*** ***
I understand that there would be a penalty to terminate my contract earlyI am prepared to pay the early termination fee of $However, I feel the liquidated damages should be waived given the representation of the contract that I was signing and the multiple times I had to call customer service for refunds of fees that I was wrongly charged
Yes, I had been refunded the fees wrongly charged but that is exactly the pointI kept having to call and because of billing mistakesAlso, the last time I was supposed to be credited I had to call multiple times because the refund was not processed as promisedThese phone calls last HOURS and HOURS because of the hold times
Also, I feel at the time I was presented the contract the representative was dishonest in the fees that would be accruedThere was no discussion of additional percentages for 'un-qualified' chargesIn fact, it was only after my phone calls that I was able to tease out the fees for interchange
At the time of termination I also asked for my contractMy representative emailed the signed copy and I have gone through it over and over and I still can not find the terms that highlight the liquidated damages and I specifically asked for my contract in order to understand all fees
Regards,
***
Hello, We have reviewed *** ***'s response. After discussing with MrB***, he confirmed that nothing was discussed in regards to *** ***'s business struggling. We will not be able to provide anythign in writing to *** ***. THe contract clearly states the terms and conditions. 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.]
Regards,
*** *** 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 number The first page shows the letter I sent cancelling the accountThis was faxed on 6/17/ The second page shows the fax transmission report showing the letter had been faxed to *** on 6/17/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/ 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/ The eighth page shows the phone records from our second business line The ninth page shows the phone records from *** 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/but my account was not closed by the end of the month.Looking at the phone records, it shows me calling *** which was the number I was given to contact my sales representative This was *** 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/you will see that I called her at 2:PM I then faxed her the letter to cancel the account at 2:PM It was faxed to *** which was the fax number she gave me I then called on 6/27/to verify she had received the letter, which she said she had and that the account would be closed on 7/18/ I then called her on 7/18/to verify it was cancelled She said it was in process and to call back later I called on 7/19/and *** 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/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/ I called on 9/15/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,***
Hello, We have reviewed *** ***s' complaint. *** ***s is asking for us to not honor a chargeback and credit back his account. Unfortunately chargeback decisions are out of Vantiv's hands. The Credit Card Association is solely responsible for all chargeback related
decisions. Vantiv does not have the ability to override, cancel or reverse any chargebacks. We are required to follow the decision process and are not able to credit *** ***s for the $chargeback he's requesting.Thanks,Todd S***
Hello, We have reviewed *** ***'s response. Unfortunately we have not been able to locate a merchant processing account with the information provided. Will *** *** please respond with his merchant identification number? Thanks,Todd S***
Hello, We have reviewed Mr***'s response. Liquidated damages are covered in the terms and conditions of the contract, therefore are not waived for closing the account. However, they are negotiable. Please contact our call center to discuss options. Thanks,*** ***
This is a Vantiv complaint, please forward to them .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
There are multiple reasons why Vantiv's response is inadequate. We are unable to locate any notification of fee increase day prior to executionPlease send supporting documentation. According to Vantiv's "terms and conditions": Section 5:C ii - card organization Interchange dues/assessments fees WILL NOT be included in liquidated damages billing. iipay Processor, upon demand, an amount for liquidated damages equal to (a) the average monthly fees paid by Merchant to Processor under this Agreement (excluding Card Organization interchange and assessment fees) for the three calendar months in which such revenue was the highest during the preceding twelve calendar months, or such shorter period if this Agreement has not been in effect for twelve months, multiplied by (b) the number of months remaining in the then current term of this Agreement. We would like an itemized breakdown of Vantiv fees, along with Interchange dues/assessments for the months being cited as "average processing", in order to confirm with Visa, MasterCard, Discover, American Express interchange tables, in order to confirm the total interchange billing is accurate
Regards,
*** ***
Hello, We have reviewed Mr*** response. In order to correct the debit issue, Mr*** needs to contact the technical support team and have an amendment filled out and we will be able to provide an acceptable debit for processing. We will have someone from out technical support team reach out to Mr*** to help resolve the issue. Thanks,*** ***
Hello, We have reviewed *** ***'s complaint. *** *** originally requested for her account to be closed in April 2016. The May billing statement for $was for April's services. *** ***'s account should have been billed the $for services provided in the
month of April. The June billing of $should have been the amount credited back to *** ***'s account, not the $103.85. However since the credit has already been issued, we will not reverse the charge. We will not issue any more credits or refunds. 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
To assist us in bringing this matter to a close, we would like to know your view on the matter. * Has the company addressed the issues of this dispute? No * If not, why? Because I still do not have MY moneyAs of 12/29/I received a call from *** *** at the City of Chicago Deptof FinanceShe stated to me that they were working on getting my money refunded, but there wasn't any directors at the office to sign the refund due to the holidaysSo I will assume for now that Vantiv Bank is not holding the fundsShe also stated she would be out of the office as of last week and would leave my case for *** Marron to take care ofI called the office on 1/6/because I had not heard from anyone in regards to my caseI specified to *** when we talked that I would like for someone to notify me when they made the refund transaction, but I never heard from anyone, which prompted me to call themI spoke with a staff member of the office and she stated *** was out of the office at the time, but she was at workI left a message for *** to call me that same dayI called the office during the morning a little have a.mand left the messagefor ***Around 2:p.mI had not received a call back so I phoned again getting the same staff member, this time, after being placed on hold for about minutes, she stated *** was unavailableSo now I am convinced that the employees in this office are playing games with handling my case and I will be looking into filing a report this week with the departmentSo, until I get MY money returned to my account, I will not consider this case closedI will also be filing a complaint with my bank and their dispute department. * Has the company met the agreement they outlined in their response? I don't feel I have enough information to answer this question, since I can't get a clear reason as to why my bank had the money returned to them and then it was reversed backOnce I get more information, then I could answer honestly
Regards,
*** ***
Hello, We have reviewed this complaint. We are unable to locate a merchant identification number with the information provided. Please provided the MID so we can access your merchant account for review. 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.The MID is ***Business name is *** ***Business Phone number ***I have NOT had a response from Vantiv of the cancellation and other questions have been ignored.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
[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,
*** ***
Hello, We have reviewed Mr***'s complaint. Vantiv's role in a chargeback is to supply the Credit Card association (Visa / Master Card) all supporting documents supplied to us by our merchants. Vantiv does not make a decision on a charge back case. The deduction of the $
was decided by the association in favor of the card holder. This was not a Vantiv decision and therefore we cannot refund a charge back. This matter would need to be settled between the card holder and Mr***. Thanks,*** ***
The company has never attempted to get in touch with me.They took over $out of my bank account for processing fees however no processing was being done.They refuse to contact me