Zack Enterprises

The merchant's issues were resolved back on June 16th We spoke to the merchant on June 15th and he stated he wanted the lease and processing cancelled The account manager reviewed the account with the merchant and also reviewed the verbal call regarding the lease The merchant stated he was going to shut down his bank account The account manager reached out to the rep and explained the issues with the merchant The reps advised his account manager to shut down the account and cancel the lease He stated the merchant called him and was very upset The merchant did meet with another processing company The rep said Retriever's and his reputation were to important and that he would rather let the merchant out of the lease and processing and avoid any elevation or negative comments being posted to the internet On June 16th the account manager initiated the cancellation of the lease We normally require the equipment back before we will submit the lease cancellation but made an exception in this case The merchant was advised of the steps we were taking to resolve his issues Clearly he did not understand because we then received a call on June 22nd threatening again We advised again a call tag was issued to pick up the equipment and the processing account was submitted to close There is a process to get the lease and processing account cancelled but both were submitted I then received a Revdex.com complaint on June 23rd We are asking the Revdex.com to close this complaint as invalid since we had already resolved the merchant’s issues prior to him filing this complaint The processing account will close down in early July since the merchant processed on the equipment until June and we have the close out June before we can shut down the account The lease cancellation is in process and can take up to days Thanks! [redacted] Retention/Customer Service Manager Retriever Merchant Solutions [redacted] ***

There is a process to get the contracts closed and the process can take up to days We did receive confirmation both contracts have been officially cancelled as of December 16, I have attached the letter from LCG confirming the closures This merchants complaint was resolved prior to the complaint being filed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11880789, and find that this resolution is satisfactory to me
Sincerely,
Raquel Roberts

Initial Business Response /* (1000, 5, 2015/10/19) */
The merchant file a complaint with the Attorney General - Complaint - File No# 2015-CONS-***
I currently working with them to get the complaint closed

We made the outbound call to this merchant due to a notification we received from our corporate office advising the merchants current equipment was going to be end of life. We were only trying to ensure the merchant would not have any down time from processing. +We are truly sorry
our call offended the merchant.The merchant did contact our office today and instructions were given on how to close the processing account. We will submit the processing account to close as soon as the letter is received

This merchant's processing and lease have been cancelled. The processing account officially closed on 9/13/and the lease officially closed on 9/19/2017. I have submitted for a refund to the merchant per his request and this will be completed as an ach directly into his
checking account. This should resolve the merchants complaint

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
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:More information is neededPlease provide ALL recorded conversations since MARCH of INCLUDING the original cancellation request conversation in which a shipping label was provided for our use to send the proper equipment in question back to youWe DID receive the shipping label and we DID ship out the proper piece of equipmentThis is either a PARCEL CARRIER error or YOUR WAREHOUSE error as I am NOT in possession of this equipment as of MARCH
Sincerely,
*** ***

Initial Business Response /* (1000, 8, 2015/05/28) */
*** *** Thu, May 28, at 1:PM
To: "***@chicago.Revdex.com.org"
Good Afternoon ***,
I wanted to let you know I spoke to Mrs*** today and we had a great conversationShe is going to email me over the breakdown of the
refund they are requestingThe total is going to be $I advised her once I receive the breakdown I will submit the request to have them refundedI did advise I should be able to have the check to her by the middle of next weekSo we should be all good on this one
Thanks,
***

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
Sincerely,
*** ***

Responded directly to complaint handler

This merchants issue was resolved prior to Retriever receiving this complaint

We supplied a piece of equipment to this merchant at no cost in October 2015.  In the event the merchant was to close the processing account with Retriever they would only need to return the equipment with a close letter.  If the equipment was not returned there would be a cost of...

$375.00.  Unfortunately as of today the merchant has not returned the equipment we supplied.  Instead has sent us other processors equipment.  On December 12th the merchant called and advised she found a piece of equipment in a closet.  We did review with her the serial numbers and neither matched but the merchant insisted the one terminal was ours.  We did direct her to send it in and we could review.  The merchant sent in another piece of equipment that is not ours again.  We did return the equipment to the merchant.  We have given the merchant the make, model and serial number on the terminal we sent them.  The merchant can either return the piece of equipment we sent to them or they can pay $375.00 to cover the cost of the equipment we sent.  If necessary I can supply a recording of the call from December 12th confirming the merchant was fully aware they needed to return the equipment we supplied or there would be a cost.

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.
Sincerely,
[redacted]

Retriever has chosen to close this merchant’s account without requiring they return our equipment.  The merchant account will close before the end of the month and no additional fees will be assessed.

There is a process to get the contracts closed and the process can take up to 60 days.  We did receive confirmation both contracts have been officially cancelled as of December 16, 2016.   I have attached the letter from LCG confirming the closures.  This...

merchants complaint was resolved prior to the complaint being filed.

I reached out to the merchant this morning unfortunately [redacted] was not available, so I left a message for him with my contact info.  I will be assisting the merchant with closing their previous processing account.  We are also sending a mobile swiper to the merchant today [redacted]...

Next Day Air.  The sales rep will be covering the cost of the mobile swiper along with any monthly fees associated with having the mobile service.  Once the previous account is closed and the merchant is set up to use the mobile swiper all of the merchants issues will be resolved.  Thanks,[redacted]

The merchant's issues were resolved back on June 16th.   We spoke to the merchant on June 15th and he stated he wanted the lease and processing cancelled.  The account manager reviewed the account with the merchant and also reviewed the verbal call regarding the lease.  The...

merchant stated he was going to shut down his bank account.  The account manager reached out to the rep and explained the issues with the merchant.  The reps advised his account manager to shut down the account and cancel the lease.  He stated the merchant called him and was very upset.  The merchant did meet with another processing company.  The rep said Retriever's and his reputation were to important and that he would rather let the merchant out of the lease and processing and avoid any elevation or negative comments being posted to the internet.  On June 16th the account manager initiated the cancellation of the lease.  We normally require the equipment back before we will submit the lease cancellation but made an exception in this case.  The merchant was advised of the steps we were taking to resolve his issues.  Clearly he did not understand because we then received a call on June 22nd threatening again.  We advised again a call tag was issued to pick up the equipment and the processing account was submitted to close.  There is a process to get the lease and processing account cancelled but both were submitted.  I then received a Revdex.com complaint on June 23rd.  We are asking the Revdex.com to close this complaint as invalid since we had already resolved the merchant’s issues prior to him filing this complaint.   The processing account will close down in early July since the merchant processed on the equipment until June 16 and we have the close out June before we can shut down the account.  The lease cancellation is in process and can take up to 30 days.   Thanks! [redacted] Retention/Customer Service Manager Retriever Merchant Solutions [redacted]
[redacted]
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