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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] In reference to your company having no records of someone calling, this is completely wrong. [redacted] had called numerous times, including talking to someone in the billing dept. trying to get help and someone in tech support trying to get someone. She was always told to deal with the sales dept. which was [redacted] at [redacted] I have attached a copy of the letter cancelling my account in June along with the fax confirmation showing it had gone through. I also attached the letter she faxed asking for someone to call, which no one did. And also the letter she sent along with cancellation form. If you received the cancellation form, you received the letter that was with it. Why did no one contact her then as requested? I have now shown you proof that I contacted your company in June to cancel this account. Therefore a refund should be issued and the account should be closed immediately. And maybe you should talk to [redacted], as she is the one that confirmed she received the cancellation letter and also confirmed the account had been closed. Again, this is an error on your company, not mine. I should not be the one responsible because your company did not do their job.
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 am waiting for his next response after a technician looks at the complaint. They are not finished on their end.......
Regards,
[redacted]
Hello,We have reviewed [redacted]'s complaint. [redacted] had 2 merchant accounts that processed in 2015. The merchant account that ends in 9290 was closed on 3/1/2016. This same account was issued a credit in the amount of $765.00 on 3/1/2016 as well. If [redacted] is asking...
for more refunds, he will need to provide a detailed explanation of what fees he's looking for a refund on. The merchant account ending in [redacted], is open. As for the rate review [redacted] spoke with an account manager on 3/1/16 and was told he should have received a few emails, that she would follow back up with him. I have emailed the RM asking her to follow up with [redacted]. Thanks,[redacted]
Good Afternoon, We've reached out to the merchant and advised of 50% refund for this account. Merchant has yet to reply with approval. We are willing to assist with Partial credit due to the length of the account.
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] We did not receive the terms and conditions, they were not explains or presented to us. Vantiv is showing us these "terms and conditions" after the fact and that's not legal. We can't possibly be responsible for something we had no clue about. Our current processor has looked closely through our contract with his team and found absolutely nothing regarding liquidated damages. Again, the customer service representative and our sales representative that signed us up hasn't even seen the terms and conditions. All the business practices of this company is deceptive, even stating our account accidentally rolled into collections.
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.
The chargeback is resolved. I think it's poor business practice to not explain to customers that they will not be contacted about chargebacks especially when they don't guide them through how to find them.The funding withheld was a large transaction that they were requiring the invoice, credit card number and the customer's phone number to contact our customer to verify the funds should have been charged. We were never notified these were being withheld because they tried contacting the incorrect number and didn't try the number on our application or the email address on the application. I found out about it because I didn't see the deposits coming in so I had to contact Vantiv. He also did not address the list of issues setting up the account that I had to work through and deal with customers issues for. Since I didn't receive any sort of response for that, I am assuming Vantiv is taking full responsibility for those issues and that should be factored into waiving our termination fee.In regards to the overcharged fees, attached is my calculations amounting to $9,000. This does not include the October transaction totals and the 80+ hours I have spent on all of the above issues. We would be willing to settle at $8,500 and the termination fees waived.
Regards,
[redacted]
Hello, We have reviewed Ms. [redacted] rejection. Again we do not show a fax was received asking to close the merchant account. We continues to send monthly statements and never heard back from Ms. [redacted] that this was supposed to be closed. If Ms. [redacted] can provide a fax confirmation to us from the original date we would review for further credits. At this time we will not provide any further refunds. Thanks,[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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] After my last phone call to them they were to fax a copy of the so called contract which I never received until today we received it in the mail and still nothing about early termination fee on the application I signed. or the last sheet I signed tat WAS NOT SUPPOSED TO BE A CONTRACT .THE SALES MAN WORKED THERE FOR WHAT A WEEK.
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. If I can get the 295 back and reopen the account to have it closed in November that will work.
Regards,
[redacted]
Hello, We have reviewed Mr. [redacted] complaint. I have referred this issue to my technical support manager for review. Once he provides me an update I will respond immediately. Thanks,[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.
Vantiv admitted to their mistake multiple times and did not correct that mistake for over a month causing our company an overcharge in processing fees. This was admitted that it was their fault and they offered settlement for a fraction of the true cost at the stipulation that we continue business with Vantiv for the remainder of the contract. Now they are denying everything and acting as if they didn't do anything wrong. Vantiv did not act promptly to correct an error that was gross negligence by any company in the merchant processing field and then compounded the mistake by taking well over a month to fix. There were multiple attempts to verify this was corrected with no response and finally when I received a response, the representative told me that they made the mistake and didn't get it corrected. He said that they would make us whole for their mistake but then a month later gave us a minimal settlement offer and required us to continue to do business. We want our account closed and all fees caused by their incompetence by the entire Vantiv team to be refunded.
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.
Regards,
[redacted]
Dear [redacted],We have reviewed [redacted]'s complaint. We have attempted several times to reach them by phone to discuss this matter further. We have left a several voice mails for [redacted] to call us back. We are still waiting for a return call.Thanks,Todd S[redacted]
Hello, We have reviewed this complaint. Vantiv isn't a bank and we don't make chargeback decisions. We are a payment processing company and are not "holding" money from being deposited. This issue would need to be handled with the merchant and the customer. Vantiv...
doesn't own any responsibility with this chargeback.Thanks,[redacted]
Hello, We have reviewed [redacted]'* response. The credit adjustment could take up to 7 business days to show in her checking account. This deposit should be posted by today 3/21/16. Thanks,Todd S[redacted]
Revdex.com:
We did not receive nor agree to any additional terms and conditions; the only terms and conditions we received and agreed to are listed directly on the contract.
Regards,
[redacted]
Hello,We have reviewed this account for all notes and information. We do not show that we have ever received a close form. Ms. ** has been advised that she can resend this close form along with a confirmation of a...
successful fax to our fax number in May. With this, we can close the account as well as submit a refund for the months it was not closed. The refund request for the PCI was also researched, and we could not find on the original contract where it was waived, or a separate amendment after the fact. This fee was also charged in 2015 and not disputed or refunded. If Ms. ** has documentation of this amendment, we can also review that for consideration.Thank you,[redacted]
Hello, We have reviewed Ms. [redacted] response. The terms and conditions we are referring to, is a separate documents than the contract itself. The early termination fee is outlined in the Terms and conditions, not the contract. The contract, terms and conditions also allow Vantiv the right to increase fees, such as the PCI compliance fee, as long as notification was made within 30 days. A new contract is not required to raise fees. And the lastly, Ms. [redacted] was notified of the increase in discount rate on the April 2015 statement. It appears on page 2 at the bottom of the statement. At this point, there isn't an "over-charges" or fees owed back to Ms. [redacted]. Thanks,[redacted]
Hello,A refund of $39.90 for the May and June error in billing had already been submitted and processed through our system as of 7/15. This typically takes 3-5 business days to process through the system and directly deposit to the bank account we have on file. Please let us know if there have been...
any changes in your bank account that would cause this to come back to us or if this refund has not deposited by end of business on Monday, July 25th.Thank you,[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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] In reference to your company having no records of someone calling, this is completely wrong. [redacted] had called numerous times, including talking to someone in the billing dept. trying to get help and someone in tech support trying to get someone. She was always told to deal with the sales dept. which was [redacted] at [redacted] I have attached a copy of the letter cancelling my account in June along with the fax confirmation showing it had gone through. I also attached the letter she faxed asking for someone to call, which no one did. And also the letter she sent along with cancellation form. If you received the cancellation form, you received the letter that was with it. Why did no one contact her then as requested? I have now shown you proof that I contacted your company in June to cancel this account. Therefore a refund should be issued and the account should be closed immediately. And maybe you should talk to [redacted], as she is the one that confirmed she received the cancellation letter and also confirmed the account had been closed. Again, this is an error on your company, not mine. I should not be the one responsible because your company did not do their job.
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 am waiting for his next response after a technician looks at the complaint. They are not finished on their end.......
Regards,
[redacted]
Hello,We have reviewed [redacted]'s complaint. [redacted] had 2 merchant accounts that processed in 2015. The merchant account that ends in 9290 was closed on 3/1/2016. This same account was issued a credit in the amount of $765.00 on 3/1/2016 as well. If [redacted] is asking...
for more refunds, he will need to provide a detailed explanation of what fees he's looking for a refund on. The merchant account ending in [redacted], is open. As for the rate review [redacted] spoke with an account manager on 3/1/16 and was told he should have received a few emails, that she would follow back up with him. I have emailed the RM asking her to follow up with [redacted]. Thanks,[redacted]
Good Afternoon, We've reached out to the merchant and advised of 50% refund for this account. Merchant has yet to reply with approval. We are willing to assist with Partial credit due to the length of the account.
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] We did not receive the terms and conditions, they were not explains or presented to us. Vantiv is showing us these "terms and conditions" after the fact and that's not legal. We can't possibly be responsible for something we had no clue about. Our current processor has looked closely through our contract with his team and found absolutely nothing regarding liquidated damages. Again, the customer service representative and our sales representative that signed us up hasn't even seen the terms and conditions. All the business practices of this company is deceptive, even stating our account accidentally rolled into collections.
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.
The chargeback is resolved. I think it's poor business practice to not explain to customers that they will not be contacted about chargebacks especially when they don't guide them through how to find them.The funding withheld was a large transaction that they were requiring the invoice, credit card number and the customer's phone number to contact our customer to verify the funds should have been charged. We were never notified these were being withheld because they tried contacting the incorrect number and didn't try the number on our application or the email address on the application. I found out about it because I didn't see the deposits coming in so I had to contact Vantiv. He also did not address the list of issues setting up the account that I had to work through and deal with customers issues for. Since I didn't receive any sort of response for that, I am assuming Vantiv is taking full responsibility for those issues and that should be factored into waiving our termination fee.In regards to the overcharged fees, attached is my calculations amounting to $9,000. This does not include the October transaction totals and the 80+ hours I have spent on all of the above issues. We would be willing to settle at $8,500 and the termination fees waived.
Regards,
[redacted]
Hello, We have reviewed Ms. [redacted] rejection. Again we do not show a fax was received asking to close the merchant account. We continues to send monthly statements and never heard back from Ms. [redacted] that this was supposed to be closed. If Ms. [redacted] can provide a fax confirmation to us from the original date we would review for further credits. At this time we will not provide any further refunds. Thanks,[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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] After my last phone call to them they were to fax a copy of the so called contract which I never received until today we received it in the mail and still nothing about early termination fee on the application I signed. or the last sheet I signed tat WAS NOT SUPPOSED TO BE A CONTRACT .THE SALES MAN WORKED THERE FOR WHAT A WEEK.
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. If I can get the 295 back and reopen the account to have it closed in November that will work.
Regards,
[redacted]
Hello, We have reviewed Ms. [redacted] response. Ms. [redacted] account has been closed effective 8/30/16. Thanks,[redacted]
Hello, We have reviewed Mr. [redacted] complaint. I have referred this issue to my technical support manager for review. Once he provides me an update I will respond immediately. Thanks,[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.
Vantiv admitted to their mistake multiple times and did not correct that mistake for over a month causing our company an overcharge in processing fees. This was admitted that it was their fault and they offered settlement for a fraction of the true cost at the stipulation that we continue business with Vantiv for the remainder of the contract. Now they are denying everything and acting as if they didn't do anything wrong. Vantiv did not act promptly to correct an error that was gross negligence by any company in the merchant processing field and then compounded the mistake by taking well over a month to fix. There were multiple attempts to verify this was corrected with no response and finally when I received a response, the representative told me that they made the mistake and didn't get it corrected. He said that they would make us whole for their mistake but then a month later gave us a minimal settlement offer and required us to continue to do business. We want our account closed and all fees caused by their incompetence by the entire Vantiv team to be refunded.
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.
Regards,
[redacted]
Dear [redacted],We have reviewed [redacted]'s complaint. We have attempted several times to reach them by phone to discuss this matter further. We have left a several voice mails for [redacted] to call us back. We are still waiting for a return call.Thanks,Todd S[redacted]
Hello, We have reviewed this complaint. Vantiv isn't a bank and we don't make chargeback decisions. We are a payment processing company and are not "holding" money from being deposited. This issue would need to be handled with the merchant and the customer. Vantiv...
doesn't own any responsibility with this chargeback.Thanks,[redacted]
Hello, We have reviewed [redacted]'* response. The credit adjustment could take up to 7 business days to show in her checking account. This deposit should be posted by today 3/21/16. Thanks,Todd S[redacted]
Revdex.com:
We did not receive nor agree to any additional terms and conditions; the only terms and conditions we received and agreed to are listed directly on the contract.
Regards,
[redacted]
Hello,We have reviewed this account for all notes and information. We do not show that we have ever received a close form. Ms. ** has been advised that she can resend this close form along with a confirmation of a...
successful fax to our fax number in May. With this, we can close the account as well as submit a refund for the months it was not closed. The refund request for the PCI was also researched, and we could not find on the original contract where it was waived, or a separate amendment after the fact. This fee was also charged in 2015 and not disputed or refunded. If Ms. ** has documentation of this amendment, we can also review that for consideration.Thank you,[redacted]
Hello, We have reviewed Ms. [redacted] response. The terms and conditions we are referring to, is a separate documents than the contract itself. The early termination fee is outlined in the Terms and conditions, not the contract. The contract, terms and conditions also allow Vantiv the right to increase fees, such as the PCI compliance fee, as long as notification was made within 30 days. A new contract is not required to raise fees. And the lastly, Ms. [redacted] was notified of the increase in discount rate on the April 2015 statement. It appears on page 2 at the bottom of the statement. At this point, there isn't an "over-charges" or fees owed back to Ms. [redacted]. Thanks,[redacted]
Hello,A refund of $39.90 for the May and June error in billing had already been submitted and processed through our system as of 7/15. This typically takes 3-5 business days to process through the system and directly deposit to the bank account we have on file. Please let us know if there have been...
any changes in your bank account that would cause this to come back to us or if this refund has not deposited by end of business on Monday, July 25th.Thank you,[redacted]