Complaints

• Initial Complaint

  11/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have not received credit for many transactions, keep sending emails asking for explanations, unable to balance my bank statement because they add multiple daily batches from different day together making it impossible to balance bank statements. Numerous emails and calls make since July, it's always they are working on it, it's now November, really...

  Business response

  11/08/2023

  Dear BBB Representative:
  
  Thank you for bringing this to our attention. We have reviewed the complaint and the customers file. On Monday November 6th and Tuesday November 7th a representative from our ****************** reached out and worked diligently with the customer to answer all their queries, review the batch details, what occurred, and how to prevent this in the future.
  
  It was discovered that the customer was only batching every few days, rather than daily. There are two distinct portions of any credit card transaction. The first is known as the authorization, which happens in real-time, when you swipe/dip/key the card into your system. Youll receive a real-time response from the card-issuing bank of approved or declined. The second step is known as the capture, when the sale is fully processed and sent to the processor to finalize.
  
  The act of settling or batching your transactions references the capture step above, and is when you capture all of your days sales. When you process sales throughout the day those transactions are authorized in real-time. Those authorizations will build up throughout the day, waiting to be sent to the bank for processing. Then, once per day, transactions will settleor batch out. Thats the process of taking those built-up authorizations and sending them in for processing. If you use a payment gateway, this happens automatically. If you use a standalone terminal, you can choose to have this happen automatically, or you can opt to manually settle out. Authorizations expire, and once expired, you cant retrieve the authorization. Youll be required to generate a new transaction. We have placed an auto-batch on the terminal to avoid loss of transactions in the future.
  
  As a result of the above, we feel we have addressed and resolved each and every issue raised in this complaint. Should you need any additional information in order to close out this file, please let us know.Thank you. 

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a phone call from edje solutions, January 2023 They told me that I would be saving money if I switched over to their company. Saving me money on credit card fees on my smart terminal credit card machine. I told him I need it a terminal that went to two different bank accounts. They said no problem we will be saving you money. They sent me a machine that did not go to two different bank accounts. I was very disappointed and ask them to please cancel. They refuse to cancel and have been charging me over $100 a month since January. They say I have to pay $100 a month for the next five years! They refuse to cancel. Ive never used any of their products Im very disappointed .

  Business response

  10/03/2023

  Dear BBB Representative:
  
  Thank you for bringing this complaint to our attention. We have reviewed the complaint and the customers file. The customer was sent and signed a Merchant Processing Application and Agreement (MPA) that sets forth all terms and conditions of the agreement, including an itemized list of all credit and debit card processing fees as well as the $100 monthly payment (plus applicable taxes) for processing equipment for a term of 48 months.
  
  Additionally, the customer participated in a recorded verification call with the companys compliance administrator in which they expressly confirmed their understanding of the primary terms and conditions of the agreement, including the equipment lease term and associated monthly lease payment.
  
  That said, our customer service department has worked diligently with the customer to resolve their concerns. Savings benefits are only an estimate. We analyze the customers previous processing statements, or certain financial data they are willing to disclose. We then provide an overall estimate of savings. The cards accepted day-to-day, and month-to-month vary, thus changing the anticipated outcome. In a good faith effort, a wire in the amount of $700 was sent on September 19th, to cover costs accrued during setup. However,no grounds exist at this time for early termination of the customers equipment lease, the rights to which are owned by a third party.
  
  As a result of the above, we feel we have addressed and resolved each and every issue raised in this complaint. Should you need any additional information in order to close out this file, please let us know.Thank you. 
  

• Initial Complaint

  07/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They called me May 26, ************************************************************************** money. They said they charge a monthly fee for the equipment and that is where they really make their money. They said there would be a month charge of $350. The actual charge is $384.90. They "guaranteed" I would save money on the merchant fees, but the actual amount seems to be higher than I was paying. They didn't tell me I would be charged first and last months fees up front and then 2 weeks later charged me for another month. They didn't tell me I needed to sign up with Clover in order to use the terminals I was "renting" for $384.90 per month. They have lied about so many things I do not trust they will do anything they say. They never sent me the contract I signed with the supposed fees. They said I would not be charged "interchange fees" when I questioned them on the phone about it. It was very rare they said. Most of my fees are interchange fees. This company completely lied about so many things. They should really be shut down.

  Business response

  07/07/2023

  Dear BBB Representative:
  
  Thank you for bringing this complaint to our attention. Our *************************** has been in constant contact with the customer about her concerns. We have reviewed the complaint and the customers file. The customer was sent and signed a Merchant Processing Application and Agreement (MPA) that sets forth all terms and conditions of the agreement, including an itemized list of all credit and debit card processing fees as well as the $350 monthly payment (plus applicable taxes) for processing equipment for a term of 48 months. The amount of $384.90 is with tax applied.
  
  That said, all savings estimates are based on an of information provided by the customer. Processing volumes and cards accepted vary monthly. People may not use the same card each time they frequent your establishment. We have modified the customers pricing plan to increase savings. These changes should get us closer to the initial estimate. If not, we are willing to make further updates. A copy of the contract has been provided as requested. This would normally have been manually downloaded after signing the documents online. A prompt would have popped up for the customer stating, Print Application. From there you can printout the document physically or print it to a PDF and download for your records.
  
  No grounds exist currently for early termination of the customers equipment lease or processing agreement. As a result of the above, we feel we have addressed and resolved every issue mentioned in this complaint as we continue to resolve this matter. Should you need any additional information to close out this file,please let us know. Thank you.

  Customer response

  02/06/2024

  I have worked diligently with this company and they are very unscrupulous and truly try to deceive the customer.  I would like the complaint I made in July to stand.  They have never gotten close to what they promised as a cost for merchant services, they never told me about having to open a Clover account and pay to use the machines they leased me for 4 years, they continue to take out more money than Im supposed to be charged for merchant services; their withdrawals from my account do not equal what the merchant statements say I should be charged.  This has, so far, added up to an additional $549.10 in just under six months.  When they were trying to work with me, they were going to send me another machine so I could save the $12.90 a month that I have to pay to clover to use the machines they sent me with the lease.  When I read the contract, I noticed the amounts they were going to charge for accepting credit cards was higher.  I asked about this and they told me to, sign it and we will adjust the amounts later.  ************* *********** says they are Edge solutions, but all of the emails are superiormerchantsupport.com.  I am going to contact the ************************ and file a complaint with them as well.  ************ should really be shut down. 

• Initial Complaint

  03/26/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  *********************** **** has been dealing w/ Edje for close to 5 months through ************ communications. Responses to requests for information & answers to questions are often delayed & vague. I have resorted to sending the same questions multiple times as an attempt to get clear & concise answers. As a result of the dishonest & deceptive representation of the services, the business structure, and fees, it is clear that as a small business we have been severely scammed. I called a ************* responded w/the same delays & vague answers resulting in 11 hours totaling $3,500 in lawyer fees to date. I requested from Edje a partial refund of those fees, $1,900. reasoning that it the misrepresentation by their Sales team of what their services are and what the services would cost. To date there have been 6 different people managing & responding to my inquiries. Currently **** is the latest person; she was sent an email on 3/13/23, provided acknowledgment on 3/14/23 & nothing since. Example of issues to be solved: $1000 for PCI fees when ******* was told by *** not to worry about it (ongoing since Feb);Delays and vagueness in explaining what fees are Addressing fees for expensive equipment sent by **** & per ****** to be used temporarily until perm CLOVER equipment delivered; machines have been sent back & fees continue to be withdrawn from bank. Under the guidance & repeated reassurance of ********** I signed the blank contract w/the understanding that the contract was the agreement of 1% rate and interchange fees of ******. After providing a signature via DocuSign the contract was inaccessible/deleted from my email. I asked about this & was told it is for security reasons. Upon reviewing contract received via US Mail 12 days later I see Advance Leasing involvement & begin to question this & learn of the equipment fees Edje has added to the contract w/o prior discussion of any kind. *** made a promise of free equipment & $495 to cancel contract.

  Business response

  04/10/2023

  Dear BBB Representative:
  
  Thank you for bringing this complaint to our attention. We have reviewed the complaint and the customers file. The customer was sent and signed a Merchant Processing Application and Agreement (***) that sets forth all terms and conditions of the agreement, including an itemized list of all credit and debit card processing fees as well as the $300 monthly payment (plus applicable taxes) for processing equipment for a term of ************************************************** the complaint, the system will not allow that. After signing the *** the customer gets the option to download the document for their records. Additionally, the customer participated in a recorded verification call with the companys compliance administrator in which they expressly confirmed their understanding of the primary terms and conditions of the agreement, including the equipment lease term and associated monthly lease payment.
  
  That said,our *************************** has worked diligently to resolve the customers concerns. PCI Compliance notifications go directly to the customers email on file. Normally this is the customers responsibility for their business. Your PCI was completed by us due to a special arrangement with your salesperson. A refund for 1 month of PCI Compliance will be issued in the amount of $125.
  
  We cannot cover legal fees due to a customers decision to seek counsel. That is a cost they incurred of their own volition. The customer is actively processing credit cards on their account, with a batch yesterday (4/9/2023) in the amount of $1,651.90.If they would like to cancel the $495 Early Termination Fee will apply for the processing portion of the agreement. As such, no grounds exist at this time for early termination of the customers equipment lease, the rights to which are owned by a third party.
  
  Based off the above, we feel we have addressed and resolved each and every issue raised in this complaint. Should you need any additional information in order to close out this file, please let us know. Thank you. 
  

  Customer response

  04/17/2023

   
  Complaint: 19855692
  
  I am rejecting this response because:    At this time Shorty ******************* is asking that the complaint we have made to the BBB be put into a pending status - outside of reject and accept there did not seem to be an option to select "pending".  As of this writing, 4/16/23, we are in communication with Edje Solutions but the matter is not considered resolved, the desire is to have resolution within 7 days; **** responded to the 3/19/23 email sent by ****************************** on 04/06/23.  Can the BBB please provide a link or other process that ************************ can use to communicate a status or can this same link be used? 
  
  
  
  thank you.
  
  Sincerely,
  
  *************************

  Business response

  04/26/2023

  We are still working with the customer to resolve their concerns. At this time the matter is still pending. 

*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. ↩