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.] I'm not sure how it is fair that I do not get my full refund because your company didn't do their job of noting my account when calls were made and processing the close procedure. I would still like to get a complete refund of $149.90. I contacted my so called sales person and did what I was instructed to do, which apparently was not correct. This was not my fault. This was the sales persons ([redacted]'s) fault for not noting my account, not processing my close request and not returning any of my phone calls. Before I can consider my claim resolved, I would like to get a full refund of $149.90 deposited back into my account and an email confirmation that my account is closed and that no other charges have been or will be made. Do you have an approximate date that you will be able to confirm that the account has been closed? 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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Mr [redacted]'s reply still does not explain why the amounts of the billing charges varied from month to month or why I continued to be charged for a machine that had been retrieved and was no longer on the premises of the business (which was closed).I am not satisfied with the response I have been given and do not feel it resolves my complaint.
Regards,
[redacted]
Hello, We have reviewed Me. [redacted]'s response. Please contact [redacted] to work out a payment agreement. The contact center cannot settle this issue. This will need to be worked out with the correct department. Thanks,[redacted]
Hello,This is [redacted] and I am re-submitting the documents needed. Please confirm that you can view the documents, if not, I will email them this evening. The documents included are from the following; Pages 1-2 is the response from the Dept. of Revenue in regards to my refund application for the payment amount that was in error. They were unable to process the refund after it was discovered a chargeback had been initiated by my debit card dispute department. I did not open nor authorize a dispute to be made by the department, the representative I spoke with opened the dispute. Pages 3-12 are the documents that the Bankcard dispute department faxed to me after I spoke with them and found out that my money had been returned back to the Dept. of Finance/Vantiv Bank. The dispute department had my money to return it to my account and then Vantiv Bank 'represented' and reversed the money back. My next goal is to report the Bankcard department to the Revdex.com also. Pages 13-14 is the now collection notice I have received from the water department, I have currently started a new payment plan to keep this account in good standing, yet I don't have almost $800 back in my possession. The name on the account is different, that is a previous resident and we are working on getting the name on the account changed. I have gotten frustrated with the running around from all the entities involved and no one can tell me a solid answer to any questions or where my money is. The last I heard from the Dept. of Finance was last week and they stated two more weeks. I keep getting a different answer. Thank you for your assistance,[redacted]
Hello,We have reviewed [redacted]'s response. My Risk department has been heavily involved with this account for a couple months now. Due to the high number of charge back's, declines and reversals this business is considered High Risk. They have made their review and will not be opening this account. [redacted]'s account is in collections with a total amount owed to Vantiv of $496.09. At this point we consider this dispute closed, the account will not be re-opened by our Risk team.Thanks,Todd S[redacted]
Hello, We have reviewed Ms. [redacted] response. I have referred this issue to my technical support manager. He is currently reviewing the issue and will provide an update on correcting it soon. Once I receive an update I will provide another response. Thanks,[redacted]
Dear [redacted],We have reviewed [redacted]'s complaint. Unfortunately we haven't been able to identify a [redacted] account with the information provided. In order to review and reply to her complaint we need to have [redacted]'ts [redacted] Identification Number. Thanks,Todd...
Attached is a copy of the signed processing agreement. It contains all terms of the agreement, including the lease of the equipment. On page 11 you will find all relevant details regarding that the signature acknowledges all parts of the agreement, including the terms and conditions. This is not an attempt to show anything after the fact, as the terms and conditions are mentioned several times throughout the document. The sales representative, [redacted], was mentioned as not being aware of the terms and conditions or particular fees. However, she is no longer a representative of our company.
Hello,In reviewing Ms. [redacted]'s complaint, we reached out to the sales representative. He agreed to authorize a refund of the $295 early termination fee and to waive any liquidated damages owed. The refund should already be showing in the bank account we have on file, and there will be no further...
Here are some communications with the account rep. After my initial contact on December 11th, he sent an email ([redacted]) saying that he is following up every day or two to make sure it gets resolved. I then had a call on January 15th, 2016 in which multiple people were on and that is when I was told it was finally corrected over a month after I reported the issue. He said he will be working with the accounting department to figure out the funds to be reimbursed. If you need the other people on the call, please let me know. It was two representatives from the partner bank (Fulton Bank) who was working closely with Ben [redacted] our account rep. The offer to settle for $5,000 was made on the February 22, 2016 call that I have the invite attached.
Dear [redacted],We have reviewed [redacted]'s complaint. I have personally emailed [redacted] for her Merchant Identification Number to be able to assist in a resolution. I will continue to work with [redacted] in an attempt to come to a resolution that is satisfactory.Thanks,Todd S[redacted]
Dear [redacted],We have reviewed [redacted]'s complaint. I referred her complaint to our research department and they provided the following response:"We have reviewed [redacted]'s account, twice, we provided a 6 month courtesy refund of the charge. This is a fee that is passed on through...
the card industry. We provided the courtesy refund of 6 months. We will not be able to go back any further. [redacted] had ample time to let us know of the fee, however requested it 2 years later, we cannot retro that far back for a refund."This refund was processed and deposited into her bank account on file.Thanks,Todd S[redacted]
For complaint [redacted] Mr. Luay A[redacted], chain code is [redacted], attached signed contract. On contract, rates are stated, annual fee not crossed out, no notes about waiving annual fees, would need to reach out to rep who signed up merchant for more details. We would need official close form to get the close process going. Merchant also already has CAPS requests, might need to work with VEST to get more details there. There are notes about mid-Qual rates not showing on contract, seems to be fixed. Only a few statements had incorrect rate, most recent statement showing non-Qual rate with the correct percentage. 10/14/2016CAPS ID: [[redacted]]. [$249] credit for [Sign On Bonus], billed [N/A]. Approved by [Chris C[redacted]]. VEST Case # [[redacted]] 2/9/2017CAPS ID [redacted] Notes : $250.00 credit courtesy, billed courtesy credit approved by Chris C[redacted] VEST Case [redacted] 3/7/2017CAPS ID: [[redacted]]. [$96.91] credit for [Incorrect Rate-Difference], billed [January 2017]. Approved by [Lisa G[redacted]]. VEST Case # [[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.
The response was incorrect. I first contacted them on 5/29/15. Please see the attached email, entire string, which proves the many dates I have contacted them to have this matter resolved after the attached cancellation form was signed in May 2015. Furthermore, the response does not even acknowledge the fact that even after they closed the [redacted], they continue to charge us for services not received since September 2013, documentation also attached.
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] It is now 12:52 p.m. Central Time on 3/14/16, I just called our bank and the refund has not been deposited into our bank and is not pending. I then checked our account online with them and the refund/deposit is not listed at all. I would like to check again on 3/16/16 to see if the deposit appears at our bank or online. Thank you very much, I will contact you again on 3/16/16.
Regards,
[redacted]
Hello, I have reviewed Mr. [redacted]'s complaint. Mr. [redacted] said that we are not able to provide a copy of the signed contract. I have attached his signed contract to my response. Mr. [redacted]'s terms and conditions cover the Liquidated Damages (LD). Liquidated...
damages are figured as followed:Merchant's top 3 processing months from the rolling 12 months, averaged together, then multiplied by the remaining months of the contract. So in Mr. [redacted]'s case, his top 3 months were $1,478.49; $1,247.63 and $1,234.14 equaling an average amount of $1320.09. Mr. [redacted] had 18 months left on his contract. The amount that is eligible for LD is $24056.56. However we are willing to work with Mr. [redacted] towards a settlement amount. Please contact [redacted] to work out a settlement offer. I cannot stop the collection attempts, however working out a deal with [redacted] will stop those attempts.Thanks,[redacted]
Hello,We have reviewed [redacted]' complaint. I have referred her complaint to our Collections team who handles this issue. They have attempted to reach [redacted] a few times by phone with no success. I have asked them to keep attempting to reach her through the rest of this week....
They will continue to attempt to reach [redacted] in hopes to get it settled this week. Thanks,Todd S[redacted]
Hello, We have reviewed Mr. [redacted]'s response. As previously stated, we do not have record of receiving a close letter prior to September 2016. The refund we provided covers his monthly fees for the month of September. We will not be able to pre date a close of his account and can not provide a further rebate. Thanks,[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]
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.] I'm not sure how it is fair that I do not get my full refund because your company didn't do their job of noting my account when calls were made and processing the close procedure. I would still like to get a complete refund of $149.90. I contacted my so called sales person and did what I was instructed to do, which apparently was not correct. This was not my fault. This was the sales persons ([redacted]'s) fault for not noting my account, not processing my close request and not returning any of my phone calls. Before I can consider my claim resolved, I would like to get a full refund of $149.90 deposited back into my account and an email confirmation that my account is closed and that no other charges have been or will be made. Do you have an approximate date that you will be able to confirm that the account has been closed? 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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Mr [redacted]'s reply still does not explain why the amounts of the billing charges varied from month to month or why I continued to be charged for a machine that had been retrieved and was no longer on the premises of the business (which was closed).I am not satisfied with the response I have been given and do not feel it resolves my complaint.
Regards,
[redacted]
Hello, We have reviewed Me. [redacted]'s response. Please contact [redacted] to work out a payment agreement. The contact center cannot settle this issue. This will need to be worked out with the correct department. Thanks,[redacted]
Hello,This is [redacted] and I am re-submitting the documents needed. Please confirm that you can view the documents, if not, I will email them this evening. The documents included are from the following; Pages 1-2 is the response from the Dept. of Revenue in regards to my refund application for the payment amount that was in error. They were unable to process the refund after it was discovered a chargeback had been initiated by my debit card dispute department. I did not open nor authorize a dispute to be made by the department, the representative I spoke with opened the dispute. Pages 3-12 are the documents that the Bankcard dispute department faxed to me after I spoke with them and found out that my money had been returned back to the Dept. of Finance/Vantiv Bank. The dispute department had my money to return it to my account and then Vantiv Bank 'represented' and reversed the money back. My next goal is to report the Bankcard department to the Revdex.com also. Pages 13-14 is the now collection notice I have received from the water department, I have currently started a new payment plan to keep this account in good standing, yet I don't have almost $800 back in my possession. The name on the account is different, that is a previous resident and we are working on getting the name on the account changed. I have gotten frustrated with the running around from all the entities involved and no one can tell me a solid answer to any questions or where my money is. The last I heard from the Dept. of Finance was last week and they stated two more weeks. I keep getting a different answer. Thank you for your assistance,[redacted]
Hello,We have reviewed [redacted]'s response. My Risk department has been heavily involved with this account for a couple months now. Due to the high number of charge back's, declines and reversals this business is considered High Risk. They have made their review and will not be opening this account. [redacted]'s account is in collections with a total amount owed to Vantiv of $496.09. At this point we consider this dispute closed, the account will not be re-opened by our Risk team.Thanks,Todd S[redacted]
Hello, We have reviewed Ms. [redacted] response. I have referred this issue to my technical support manager. He is currently reviewing the issue and will provide an update on correcting it soon. Once I receive an update I will provide another response. Thanks,[redacted]
Dear [redacted],We have reviewed [redacted]'s complaint. Unfortunately we haven't been able to identify a [redacted] account with the information provided. In order to review and reply to her complaint we need to have [redacted]'ts [redacted] Identification Number. Thanks,Todd...
S[redacted]
Attached is a copy of the signed processing agreement. It contains all terms of the agreement, including the lease of the equipment. On page 11 you will find all relevant details regarding that the signature acknowledges all parts of the agreement, including the terms and conditions. This is not an attempt to show anything after the fact, as the terms and conditions are mentioned several times throughout the document. The sales representative, [redacted], was mentioned as not being aware of the terms and conditions or particular fees. However, she is no longer a representative of our company.
Hello,In reviewing Ms. [redacted]'s complaint, we reached out to the sales representative. He agreed to authorize a refund of the $295 early termination fee and to waive any liquidated damages owed. The refund should already be showing in the bank account we have on file, and there will be no further...
contact regarding those fees.Thank you,[redacted]
Here are some communications with the account rep. After my initial contact on December 11th, he sent an email ([redacted]) saying that he is following up every day or two to make sure it gets resolved. I then had a call on January 15th, 2016 in which multiple people were on and that is when I was told it was finally corrected over a month after I reported the issue. He said he will be working with the accounting department to figure out the funds to be reimbursed. If you need the other people on the call, please let me know. It was two representatives from the partner bank (Fulton Bank) who was working closely with Ben [redacted] our account rep. The offer to settle for $5,000 was made on the February 22, 2016 call that I have the invite attached.
Dear [redacted],We have reviewed [redacted]'s complaint. I have personally emailed [redacted] for her Merchant Identification Number to be able to assist in a resolution. I will continue to work with [redacted] in an attempt to come to a resolution that is satisfactory.Thanks,Todd S[redacted]
Dear [redacted],We have reviewed [redacted]'s complaint. I referred her complaint to our research department and they provided the following response:"We have reviewed [redacted]'s account, twice, we provided a 6 month courtesy refund of the charge. This is a fee that is passed on through...
the card industry. We provided the courtesy refund of 6 months. We will not be able to go back any further. [redacted] had ample time to let us know of the fee, however requested it 2 years later, we cannot retro that far back for a refund."This refund was processed and deposited into her bank account on file.Thanks,Todd S[redacted]
For complaint [redacted] Mr. Luay A[redacted], chain code is [redacted], attached signed contract. On contract, rates are stated, annual fee not crossed out, no notes about waiving annual fees, would need to reach out to rep who signed up merchant for more details. We would need official close form to get the close process going. Merchant also already has CAPS requests, might need to work with VEST to get more details there. There are notes about mid-Qual rates not showing on contract, seems to be fixed. Only a few statements had incorrect rate, most recent statement showing non-Qual rate with the correct percentage. 10/14/2016CAPS ID: [[redacted]]. [$249] credit for [Sign On Bonus], billed [N/A]. Approved by [Chris C[redacted]]. VEST Case # [[redacted]] 2/9/2017CAPS ID [redacted] Notes : $250.00 credit courtesy, billed courtesy credit approved by Chris C[redacted] VEST Case [redacted] 3/7/2017CAPS ID: [[redacted]]. [$96.91] credit for [Incorrect Rate-Difference], billed [January 2017]. Approved by [Lisa G[redacted]]. VEST Case # [[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.
The response was incorrect. I first contacted them on 5/29/15. Please see the attached email, entire string, which proves the many dates I have contacted them to have this matter resolved after the attached cancellation form was signed in May 2015. Furthermore, the response does not even acknowledge the fact that even after they closed the [redacted], they continue to charge us for services not received since September 2013, documentation also attached.
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] It is now 12:52 p.m. Central Time on 3/14/16, I just called our bank and the refund has not been deposited into our bank and is not pending. I then checked our account online with them and the refund/deposit is not listed at all. I would like to check again on 3/16/16 to see if the deposit appears at our bank or online. Thank you very much, I will contact you again on 3/16/16.
Regards,
[redacted]
Hello, I have reviewed Mr. [redacted]'s complaint. Mr. [redacted] said that we are not able to provide a copy of the signed contract. I have attached his signed contract to my response. Mr. [redacted]'s terms and conditions cover the Liquidated Damages (LD). Liquidated...
damages are figured as followed:Merchant's top 3 processing months from the rolling 12 months, averaged together, then multiplied by the remaining months of the contract. So in Mr. [redacted]'s case, his top 3 months were $1,478.49; $1,247.63 and $1,234.14 equaling an average amount of $1320.09. Mr. [redacted] had 18 months left on his contract. The amount that is eligible for LD is $24056.56. However we are willing to work with Mr. [redacted] towards a settlement amount. Please contact [redacted] to work out a settlement offer. I cannot stop the collection attempts, however working out a deal with [redacted] will stop those attempts.Thanks,[redacted]
[redacted]12:49 PM (1 hour ago)to me This is strictly a Vantiv complaint, please transfer this to them. Thanks,
[redacted]
Hello,We have reviewed [redacted]' complaint. I have referred her complaint to our Collections team who handles this issue. They have attempted to reach [redacted] a few times by phone with no success. I have asked them to keep attempting to reach her through the rest of this week....
They will continue to attempt to reach [redacted] in hopes to get it settled this week. Thanks,Todd S[redacted]
Hello, We have reviewed Mr. [redacted]'s response. As previously stated, we do not have record of receiving a close letter prior to September 2016. The refund we provided covers his monthly fees for the month of September. We will not be able to pre date a close of his account and can not provide a further rebate. Thanks,[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]