Complaints

• Initial Complaint

  08/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Called to cancel my contract in June for ******************* card, ******************* Total Merchant Services. We are now in August and was billed twice. The August **** I was charged *** more for inactivity fee which is ridiculous since I cancelled in June to terminate the contract. According to the employee whom I have been texting, stated they **** NOT cancel or even start the cancellation until I pay the termination fee. I refused, because they lied to me about the contract (seller stated that what I was signing was actually to maintain the machine, not a service contract). I refuse to submit any payment such as termination fee without getting a confirmation that they received and approved my return. I feel cheated, lied, and now they are refusing to allow me to return the products because they want to get paid first. I read through their contract, and it doesn't say anywhere about paying the termination FIRST before I make the return of the card machine. As a business, it doesn't seem right that they want a $375 fee vs. $1500 card machine first. However, as I read further through their contracts, it seems that this company only allows 10 days to mail the card machine back, or else the customer **** need to pay it back in full. This is exactly what I am trying to avoid. My small business has suffered, they have con-me into this machine service where the employees are rude, un-empathetic, sales people LIE, and now, are making it very difficult for me to return these products and cancel their services while they keep charging me exacerbated fees. This business should not be in business anymore, they rip small businesses, and when you call to ask for a manager they refuse.

  Business response

  10/31/2022

  Business Response /* (1000, 5, 2022/08/24) */ August 24, 2022 ************************************* Attention: ********************, Complaint Specialist ***************************************************** Re: ******************** Our Merchant No: **************** Case No: ******* Dear Ms.********: ********************************************** Total Merchant Services (TMS) is in receipt of your Complaint dated August 12, 2022. We apologize for any inconvenience this may have caused your company. ******* acknowledges your request to cancel and close your merchant account; the above-referenced account was closed on August 12, 2022. In addition, ******* are in receipt of the Terminal equipment; subsequently, the Early Termination Fee (ETF) for $375.00 was waived. No further collection activity would be taken against your company; all remaining outstanding balances were waived. If you have any questions or need additional information, please contact our Customer Service Team at *************************************************************** Sincerely, *** Escalations ********************** Consumer Response /* (3000, 7, 2022/08/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) On August 3rd I submitted the payment of $303 because if I did not pay, I was unable to send the product. The sales person gave me a "discount" for the early termination fee. According to her, the sales representative who helped me get my account put me in a plan that was not convenient for my small business. If you "waived" all charges where is the money that I already paid?? I dont think that the *** appreciate's you lying! Business Response /* (4000, 12, 2022/10/10) */ ***Document Attached*** October 10, 2022 *** *********** Attention: ******************** Complaint Specialist/************************ ************************************************** Re: ******************** Our Merchant No: **************** Case No: ******* Dear ***********: *********************************************** Total Merchant Services (TMS) arein receipt of your rebuttal dated September 5, 2022. We apologize for any inconvenience this may have caused your company and are pleased this matter has been resolved. On September 29, 2022, your company was advised the Agent is an Independent Contractor for *******; therefore, the Agent is unable to enforce the Terms and Conditions of the Merchant Processing agreement, specifically, processing a refund for the Early Termination Fee. (ETF). However, in an effort to resolve your dispute,********************* will process a one-time courtesy credit for $151.50.The refund was electronically transferred to your bank account. Please allow 24-48 hours for the refund to post to your account. Again, if you have any questions or need additional information, please contact our Customer Service Team at *************************************************** Thank you. Sincerely, *** Escalations **********************

• Initial Complaint

  06/16/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  This began in November 2021 when we changed bank accounts. Merchant Services was our credit card machine company. We have a business called ************** and used their services. Once the bank account was changed we got no payments from them. Many emails and phone calls later and still we are owed ******** from payments made by credit card purchases on their machine. All equipment was sent back to them Today on the phone we were promised a check in the mail in 2-4 weeks. This is not the first time. We received an email from them on Feb. 4, 2022 saying we would get a check for the full amount in 4-6 weeks. That was 20 weeks ago. The ********************, case********** They continue to promise payment but do not send the check. We would just like to get the money we are owed by them.

  Business response

  08/12/2022

  Business Response /* (1000, 8, 2022/07/12) */ We are currently working with the Merchant for additional documentation. Consumer Response /* (3000, 10, 2022/07/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have informed us several times that their review board was completed and that we would receive a check in the mail in 4-6 weeks. We sent a third copy of driver's license and have not heard back. No payment of funds owed has been received as of this date, July 15, 222. Case should not be closed until we actually have the money. Repeated times no check comes within their time frame even though they acknowledge that they owe us the amount. Business Response /* (4000, 12, 2022/07/27) */ Good Afternoon San Jose BBB, We have received the additional document needed from the Merchant and are working on processing the check request. We are asking for an extension through August 8th, to resolve the complaint. thank you in advance for your consideration. Sincerely, NAB Escalations Team Consumer Response /* (2000, 14, 2022/08/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) Situation has been resolved thanks to the persistence of an excellent employee of the business. Money was wired to us today and is in our account. you are welcome to close this case as it is resolved satisfactorily.

• Initial Complaint

  05/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ************************ requested the closure of our credit card processing account in early January 2022. I was handling the account closure as the financial manager for ***************** ******. The account had been opened by another person on behalf of the school, and we utilized the company's services for several years. We no longer wished to continue the service, and I initiated communication with the company regarding this closure request. After establishing that I was verified to represent the school in this matter, I followed the steps requested by the company to close the account. I received a confirmation to my email address from the company on Jan. 9 stating the account would be closed and that "we will provide details for the return of your equipment." I did not receive any additional communication from the company. In early May, the company - without any advance notification - drafted ***** from our checking account. I immediately contacted them to inquire about this and was told that we failed to return the equipment as requested. When I told them I had not received any communication from them, they notified me that they had sent the request to the email on file - which happened to belong to any employee ************************************************* The company should have emailed me with instructions on returning the equipment - because I was the one and only person dealing with them on this matter. They are taking no responsibility or ownership in this matter. They claim that it was my responsibility to tell them that the request for the return of the equipment should have been sent to me directly. That position is insulting. I'm the one who is communicating with them - and I also have to tell them to continue to communicate with me? This company's actions are unethical and immoral. They are accepting zero responsibility and are not offering any resolution after unethically removing ***** from the banking account of a ********* ******.

  Business response

  10/21/2022

  Business Response /* (1000, 5, 2022/06/15) */ June 15, 2022 ********************************** Attention: ********************, Complaint Specialist ************************ ********************************************* Re: ************************ Our Merchant No: **************** Case No: ******* Dear************: Total Merchant Services (TMS) is in receipt of your Complaint dated June 1, 2022. Please find attached the signed Merchant Processing application and agreement dated December 2, 2019. The merchant account listed as***************** was approved and on boarded on December 3, 2019. (Please see attached Agreement.) TMS does not have record of Authorized users,****************************, requesting to update or process changes to the merchant account. However, on January 10, 2022,********** did in fact submit a signed Cancellation form, authorizing cancellation and closure of the merchant account. On January 12, 2022, instructions to return the Terminal equipment were forwarded to the email address on file. Unfortunately, the equipment was not returned within ten (10) days per the Agreement. Equipment costs were assessed and debited from the bank account on file. If you have any questions or require additional information regarding your Merchant Processing application and its Terms and Conditions, please contact our Customer Service team at **************. Thank you. Sincerely, Escalations Team Total Merchant Services Attachment. Consumer Response /* (3000, 7, 2022/06/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company's response shows complete arrogance and disregard for offering any level of assistance in resolving a legitimate concern raised by our ********* ******. I would advise other companies not to do business with TMS. They are going to go above and beyond for themselves only and will not offer any semblance of assistance (or common decency) if an issue occurs with your account. Their response never addresses any concerns or supporting facts that I offered in my initial *** complaint. That tells you everything you need to know about this company. Business Response /* (4000, 11, 2022/07/21) */ ***Document Attached*** July 21, 2022 ********************************** Attention:*********************, Complaint Specialist ************************ ********************************************** Re:************************* Our Merchant No: **************** Case No: ******* Dear ***********: Total Merchant Services (TMS) is in receipt of your Complaint dated June 1, 2022 and your rebuttal dated June 21, 2022. Your dispute was reviewed on June 15, 2022 and TMS did determine your dispute was not valid, as the equipment was never returned after the merchant account was cancelled and closed. Your company was assessed applicable fees to cover the cost of the Terminals. In addition, Return instructions were provided again with our initial response to your Complaint. Several attempts were made to contact your company, however, our calls were not returned. Although the equipment has not been returned to TMS, as a one-time courtesy, a credit for $997.50 will be processed. The credit for $997.50 represents 1/2 of the fees billed for RMA (Return Merchandise Authorization) fees. A check will be processed and mailed to your business address on file. Please allow 4-6 weeks for receipt of your refund check. In the meantime, if you have any questions or require additional information regarding the refund, please contact our Customer Service team at **************. Thank you. Sincerely, Escalations Team Total Merchant Services Consumer Response /* (3000, 18, 2022/09/14) */ It's been more than six weeks, and we have not yet received the refund amount that the company promised to send us. Business Response /* (4000, 20, 2022/09/29) */ September 29, 2022 ********************************** Attention: ********************* Complaint Specialist ************************ ********************************************* Re: ************************ Our Merchant No: **************** Case No: ******* Dear ***********: Total Merchant Services (TMS) is in receipt of your recent correspondence through the ********************** dated September 19, 2022. We apologize for any inconvenience this may be causing your company. Your initial Complaint was filed on June 1, 2022. In an effort to resolve your dispute, TMS agreed to process a refund for $997.50. Due to unforeseen delays in our processing, another Check for $997.50 is being mailed no later than September 30, 2022. Please allow up to (2) weeks for receipt of funds as the Check is being forwarded to your business address on file through First Class mail. In the meantime, if you have any questions or require additional information regarding the refund, please contact our Customer Service team at**************** Thank you. Sincerely, Escalations Team Total Merchant Services

• Initial Complaint

  05/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Total Merchant Solutions opened an account under my company name without my authorization. They then proceeded to automatically draft payments out of my bank account until I had my bank block future payments. They are now harassing me via collections with North American Bankcard. In October of 2021, I reached out to PaymentCloud to obtain information on a credit card processing account that I was interested in obtaining for my business. The sales rep assigned to me is **** *******. Processing fees and rates could not be given to me without first going through their application process. Part of the application process was to provide my banking information which was supposedly only to confirm the volume of business I was currently generating. It was only after the company approved my application, that they provided a schedule of rates and fees associated with processing credit card payments. I found the rates extremely high. I told **** that I was not interested in moving forward with the merchant account. He acknowledged my request to not move forward. I thought this was the end of my dealings with TMI. Unfortunately, one month later fees associated with the merchant account started to be automatically drafted from my bank account. I contacted **** and he acknowledged his mistake. I contacted my bank and put a block on all future drafts. One month later I received a collection notice from North American Bankcard for the fees that I blocked I spoke with someone at North American Bankcard's fraud department and they were alarmed that this happened to me. They noted that the account that had been created in my name should have never been opened because it does not have my signature authorizing the opening of the account. I have had numerous calls with North American Bankcard's fraud department and to this day I have not been able to get this fraudulent collection removed.

  Business response

  06/16/2022

  Business Response /* (1000, 5, 2022/05/16) */ Re: Likes Monster LLC Our Merchant No: **************** San Jose BBB Case No: ******* Dear ***** **** *****: North American Bancard, LLC (NAB) is in receipt of your Complaint dated May 3, 2022. We apologize for any inconvenience this may have caused your company. Your original Complaint listed as Case number ******** was previously resolved on May 13, 2022 through the BBB of Detroit and Eastern Michigan. Our Collections Department agreed to cease further collection activity against your company and processed a credit for $108.79, which represents fees billed for December 2021 and January 2022. All additional fees were waived. Please allow up to (3) business days for the funds to post to your bank account on file. In addition, on May 10, 2022, your merchant account was cancelled and closed. Again, if you have any questions or need additional information, please contact our Customer Service Team at **************************************************. Thank you. Sincerely, NAB Escalations North American Bancard

• Initial Complaint

  02/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Cancelled my account with Total Merchant Services over a year ago and they are still charging my bank account a monthly service fee. I have tried unsuccessfully to call and email all the contact numbers they display on their sites. I finally reached a person that gave me a "corporate" number that I have called repeatedly with no response. I want the charges stopped and all the $******* in monthly charges refunded to my bank account. I am a member in good standing with the Better Business Bureau and hope you can help me with this problem.

  Business response

  04/29/2022

  Business Response /* (1000, 11, 2022/04/22) */ ***Document Attached*** Dear *****************. Please find attached our response to your complaint. Should you have any questions please do not hesitate to contact to us. Best Regards Consumer Response /* (2000, 13, 2022/04/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) A little bit of something is better than a whole lot of nothing. I suppose it would be fruitless to try to recover the whole amount of 2 years of monthly charges. I'm just thankful that you were able to stop this unethical company. Thank goodness I'm free of them! Thx!

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩