Alpine Payment Systems

I am currently working with [redacted] through email and phone Here is my reply to his recent email: Hi ***, Here is a breakdown of each overcharge refund that was of each store totaling $1384.56: - MID: [redacted] $ - MID: [redacted] $ - MID: [redacted] $ See attached September and October First American Statements to show the reporting for each account See attached Alpine Payment Systems and First Data AgreementsI have blacked out sensitive information for security purposes through email Here is a breakdown of each minimum monthly refund for October totaling $248.09: - [redacted] : $ - [redacted] : $ - [redacted] : $ · You should see it soon, as it takes about 7-business days to complete Looking at Jerry’s Analysis sheet, I don’t know what entails of the $39.00, as it could consist of multiple factors at that time of Jerry creating that sheetPer your First Data Agreement, which is attached, it has those fees on there that may be applied Same thing here, the Annual fee of $is on the First Data Agreement Thank you! Rylee From: [redacted] [mailto: [redacted] ] Sent: Sunday, November 13, 4:PMTo: [redacted] < [redacted] >Cc: [redacted] < [redacted] >Subject: Re: [redacted] Hi ***, I need get copies of several transaction and contract documents from your processing vendors A copy of the detailed reconcile for the overcharges on my accounts by First Data I need to see the amount that was returned for each store Copies of First Americans detail reports on the transactions and fees from the end of September (when service was transfered) to the 24th of October Copies of all signed contracts with Alpine and First Data( I already have the contracts from Time Payment Corp and First American.) An update on return of the fees charge by First Data on November 2nd for October, when processing was being done by First American Please also provide and explanation of where that monthly fee fits into Jerry's monthly fee on the Savings Analysis sheet, That document shows the monthly fee of $ Please also ask where the Annual fee that I was just charged in early October is reflected in Jerry's Savings analysis sheet Also which vendor charged that fee Regards, [redacted]

Hello Mr***, We spoke on Friday, February 26, and agreed to change your rate program and touch base once a monthOn Monday, February 29, 2016, I sent you an email to [redacted] @GMAIL.COM with the documents to sign so I can submit the rate changesI have not seen those back yet, so I will respond to this complaint and give you a call Thank you!Rylee

[redacted] reached out to us here in Customer Service in early June of this year stating that they have not utilized our services for a few months and was unsure as to why the account was not closed [redacted] was upset that they were still being charged minimum monthlies for the months they were inactive After reviewing the account, I found the last time there was activity was in April of this yearI informed [redacted] there is a cancellation process for every active account and that I would need a signed cancellation letter emailed in to proceed with the cancellationUnfortunately I believe there must have been some miscommunication as the cancellation email I received was only a brief email from [redacted] stating to cancel the accountsPer the cancellation process, there needs to be a letter that is physically signed by the account holder as we take every measure to protect our merchants privacy in regards to their personal informationBetween early June until late June, there was several attempts to reach the signer on the account with no luckWe try our best to not leave voicemail and or messages that may have sensitive information regarding the account, but after several attempts to reach the account holder, we left a voicemail stating that in order to move forward we require a physically signed letterThe voicemail was left on June 26th with no response and or call backBy July 3rd we went ahead and sent an email to inform the merchant of what we need to close an accountAfter sending an email, we did get a response with the required cancellation letterCancellation was requested that day for all accountsWe then received an email from [redacted] on July 6th stating that fees needed to be reversed as they were charged again on July 3rd for minimum monthliesI instructed for my customer service representative to submit a refund request that needed to be accepted by the financials departmentThe refund request was not approved as it takes up to days for an account to be fully closed outThere was no communication on either side until we received an email from [redacted] stating the account was charged once again on August 3rdAt that time she requested that they be refunded $for June, July and August's minimum monthly fees charged to their accountI responded to her email letting her know that I reached out to [redacted] directly in regards to the continuous charges [redacted] then brought it to my attention that during the cancellation process, if it is not clearly stated to 'waive' the "month end fees" then the account will be charged these feesWe were unaware of this process as these accounts were apart of a conversion from [redacted] to [redacted] back in September Once this information was explained, we immediately requested that [redacted] credit back their account(s) We were then informed from [redacted] that the refund requests were accepted and the merchant should see the funds in their account within 5-business daysFrom August 3rd until August 23rd, [redacted] and I emailed back in forth checking in with each other to verify if/when they received the refundCome August 23rd, we spoke to [redacted] who confirmed they did in fact receive the refund totaling $ [redacted] was unsure of the exact date, but did give us confirmationShe thanked us for getting this taken care of for them and did inform us that she would personally remove the complaint she filed once funds were refunded

Complaint: ***I am rejecting this response because: First we would like to say we appreciate Alpine's pro-rating the fees for the machine that was in-operatable and in their hands for over months.This is not our main concernOur main concern is that the savings promised to us was misrepresentedWe appreciate Alpine wanting to work with us but we are currently STILL paying $200-$more using Alpine than Heartland when we were promised we would save $200-$per monthWe are a very small business and cannot afford to pay this pricesThere is NO WAY we would have changed vendors if we weren't going to be saving moneyThese contracts are very confusing and there isn't anyway to know how much one will be paying and as a result we trusted the words from Alpine's salesman regarding the savingsThe fees we are currently paying are the leasing of the machines and the credit card feesCombined they are $200-$more than we were paying per month with HeartlandIf we can't get to the fees promised by Alpine's salesman we cannot afford to use their servicesWe are only asking what was promised to usIf Alpine cannot produce the rates promised by their salesman we would like out of our contract free and clear of additional fees or charges
I've attached a spreadsheet of the sales and fees for the last few months comparing what Heartland charges vswhat we are paying with AlpinePlease note our fees with Heartland were consistently around 2.6% of cc sales (which included their equipment)Sincerely,*** ***
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

Complaint ID#***
I am in receipt of the complaint filed against Alpine Payment Systems dated June 23,
Ms*** was set up with a credit card processing account and facilitated a lease for a Clover Mini in February The processing account rates and fees apply
to what and however much is processed in credit cards for each monthThe lease is a separate entity and her monthly lease payment is as follows:
$Base Payment
$ Insurance
$ Sales Tax
On May 24, 2016, one of our Customer Service Representatives called Ms*** for an in-house Customer Service CallThere were no issues brought up by Ms***
On June 1, 2016, we received a call from Ms*** regarding her rates and deposit timesIt was at that time, Tanya, the representative who assisted Ms***, informed her that she needs to batch by 4:00pm Central Standard Time, which is 5:00pm her time in order to get the next day fundingShe then started to batch at least a couple times a day in order to get some next day deposits
On June 20, 2016, Tanya completed a follow up call with Ms*** and there were no issues brought upIt was even mentioned by Ms*** that because Tanya took the time out to help her, she was not going anywhere
On June 22, 2016, we received a call from Ms*** to address the batch time on her Clover systemMs*** spoke with another representative, Sandra, and they were going to change the automatic batch time to 4:45pmIt was scheduled for the following day, June 23, It was not completed because it started a discussion on possible reconciling hiccupsSandra let Ms*** know that there are helpful tools to easily utilize for that reason and that our Customer Service team is available to assist her and her bookkeeperAt the end of the conversation, Ms*** stated she wanted to cancel the account and Sandra explained to her that our Cancellation’s Department would reach out to herThat same night we received the Revdex.com Complaint
Ms*** signed a non-cancellable lease and is still in agreement with the processing accountAgreements are available to upload for this complaint; otherwise, Ms*** should have a copy of her agreementsWe value Ms***’s business and hope that she is aware that she can contact our Customer Service at ***

Complaint: ***I am rejecting this response because: We are happy to show our past statement from Heartland to a qualified representative from Alpine if they would like to schedule an appointment and meet us at the *** called Alpine and discussed the contractThey said there was a possibility to get out of the contract but that someone would have to take over our cc machine contractWe signed a contract with Alpine and look at the entire contract and what we are paying as oneAgain, if Alpine can get us down to what they promised, which again is $200-$less than Heartland we will continue using their servicesIf they cannot then we feel they misrepresented their product/service and we would like out of the contract free and clear of any charges.Sincerely,*** ***

Complaint: ***I am rejecting this response because:I sent them all the pages of the statementThey believe it is missing some page, its notIts my complete statement, and as I told *** several times, they see the total I was charged on the first page, and its over $less then what Alpine charged me, if there was some missing page what would it matter when Apline charged me moreAs for documents to sign why would I sign anything with them? They lied from the start, and when/if I ever receive another refund from them I want what I was over charged from the beginningI have asked several times to just be let out of my contract with no etfI dont feel like I can ever trust them

In response to the complaint received from *** ***, owner of *** *** *** ***:
Alpine Payment Systems does not place ATMs as a part of our business modelAlpine Payment Systems facilitates the sales and paperwork process on behalf of various merchant service providers, ATM providers,
and leasing companiesIn addition to an page contract, we also complete a recorded, verbal telephone call with our Processing Manager before submitting any of the signed documents to the leasing company; this individual is completely separate from the Sales Representative that *** met with
*** ***, owner of *** ***, signed a non-cancelable lease agreement for an ATM on 10/26/Alpine Payment Systems facilitated the paperwork, although the lessor is *** *** *** *** signed documents that clearly stated she was in a 60-month lease at the base payment of $199/mon plus taxes and insurance
We have a recorded welcome call in which the terms of the lease were reviewed with ***, and *** was asked if she was promised anything else above and beyond what was in writingShe never mentioned being promised to have the ATM moved if she went out of business, and in fact replied “no,” that nothing else was promised to herAdditionally, once the ATM arrived at ***’s business location, Alpine Payment System’s Implementation Specialist met *** on site, installed the ATM, and trained *** on how to use the ATMAfterward, *** completed a verbal verification of the terms of the agreement again with the leasing companyLastly, she signed an acknowledgement letter, stating that she again agreed to the terms of the agreement, and that the ATM was in working order
As we are not the lessor, we cannot cancel a non-cancelable lease. We offered to find a new merchant who wanted the ATM in their location, that was willing to split the surcharge profit from the machine with *** to cover her lease payments, and to assist *** in moving the ATM*** declined. *** turned the offer down two different times, once on 12/22/and again on 1/24/17, saying she was not going to be responsible for continuing to pay the lease payments
We also made *** aware that if she were to locate a merchant who was interested in taking over the lease, we would assist in facilitating transferring the lease*** also declinedLastly, we made *** aware that she could include the ATM lease and agreement in the sale of her business, and that we would assist in facilitating the transfer of the lease and ownership to the new owner*** declined again
*** has received copies of all documentationAlpine Payment System’s emailed the recorded welcome call, contract and signed lease agreement to *** on January 24, 2017, while the Customer Service Manager was on a phone conversation with ***
Our accounting department reconciled multiple accounts during end of year closing procedure, and noticed that the $marketing assistance that was agreed upon with *** per her signed merchant receipt, had not been paid to her*** was mailed a check immediately, on 1/20/
*** references that she was provided a cell phone number for *** *** from a friend of ***’s, and was informed by the same friend that *** *** was 3rd from the top at AlpineThis information is not accurateWe employee a Customer Service department, with staff and a Manager, who are trained to handle these exact sort of situationsWe do not give out employee’s cell phone numbersWe did request to know who told *** incorrect information so we could prevent a similar situation from occurring in the future, but she refused to say, again stating that it was a personal friend of hers
Alpine Payment Systems has spent copious amounts of time, attempting to help *** make the best out of the agreement she entered into*** has been unwilling to accept responsibility for the business decision she made, and unwilling to accept the help offered to her by Alpine Payment SystemsAlpine Payment Systems completed it’s due diligence throughout the process, and is still willing to assist *** in facilitating the move of the ATM, and a surcharge profit split or the transfer of the lease, should *** choose to take these options

Complaint: ***I am rejecting this response because: New rates were suppose to make a difference and they didn't after additional fees were addedAll in all, I feel if there was any protection for small businesses against bad business practices by credit card payment processing companies that Alpine would not be in business.Sincerely,*** ***

We provided a refund of $as agreed between the merchant and the representative

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.

Complaint: [redacted] I am rejecting this response because:
I didnt agree to this anout because it wasnt what I was promised. I told them I needed the $500 AND WHAT THEY OVER CHARGED ME FOR!!!  NOW THEY OVERCHARGED ME AGAIN!!! FOR DEC BILL!!!!

Hello Mr. [redacted],
We spoke on Friday, February 26, 2016 and agreed to change your rate program and touch base once a month. On Monday, February 29, 2016, I sent you an email to [redacted]@GMAIL.COM with the documents to sign so I can submit the rate changes. I have not seen those back yet, so I will respond to this complaint and give you a call.
Thank you!Rylee

To whom it may concern: [redacted] personal guarantor of [redacted] opened his processing account with us 02/22/2011. The contract is for 36 months. The contracts do not renew, when the contract is at term the merchant account goes to a month to month and if they are not processing...

minimum monthly fees. The statements were always mailed to the corporate address requested by the merchant, [redacted] at the time of signing his contract. Alpine Payment Systems did not receive any returned statements or mail for this merchant. 8860 SE Division Portland, OR 97266 It is the merchant’s responsibility to contact Alpine payment Systems to close their processing account. We also require a signed letter for cancellation. We never received a cancellation letter from the merchant. The merchant called in 9/23/13 and was having technical issues with his credit card terminal however the merchant would not work with the tech support because they were in India and he refused to work with them. We tried from 9/9/13 through 9/16/13 to work with the merchant to get him the tech support he needed. He told a customer service rep when they reached him by phone on 9/16/13 that he had switched processors. At that time the merchant was still in the 36 month contract and had an early termination fee of $999.00. The merchant, [redacted] did continue to processes until 11/2013. The merchant [redacted] did not contact Alpine Payment Systems until 11/2/2016 to cancel his account and request statements. The statements were emailed to the merchant on 11/3/16 and the account was closed 11/8/16. The credit card terminal is with the lease company. Alpine Payment Systems helped facilitate the lease at the time of the signing however is a non-cancelable lease that if the merchant stopped paying on would be charged by the lease company not Alpine Payment Systems Thank you, Tanya R[redacted] Customer Service Manager 877-804-7286 phone 877.299-5480 fax

I am in receipt of the reject response dated May 23, 2016.
 
Again, changing rate programs will result in a different statement that reflects different fees. NO additional fees were added. It is like comparing Apples to Oranges.
 
We have a meet or beat program regarding rates and we met the previous processors, Heartland's, rates. If you receive a rate offer from another company, please send it to me so I can review it to see if it’s feasible for the account.
 
We value Mr. [redacted]’s business and still want to assist and service his account.

Complaint ID# [redacted]
I am in receipt of the complaint filed against Alpine Payment Systems dated February 2, 2016. I would like to take this opportunity to respond and share what we have done to help Mr. [redacted]’s [redacted].
On October 29, 2015, our Customer Service...

Department received a phone call from [redacted] regarding one of their credit card machines failing settlements. One of our Customer Service Agents assisted with the troubleshooting of the machine and it was operational. A few hours later, we received another call that the terminal went down again. The warranty selection was told to [redacted] and she had to relay the information to her father, Mr. [redacted].
On October 30, 2015, our Customer Service Department received a phone call from [redacted], who wanted a copy of the manufacturer warranty. Our Customer Service Agent reached out to Verifone for manufacturer warranty information.
Mr. [redacted] and [redacted] agreed with one of our Customer Service Agents to have one of our in-house Technicians troubleshoot the credit card machine around 8:00am on Monday, November 2, 2015. They agreed if that was unsuccessful, a new credit card machine would be the next step.
On November 2, 2015, an email was sent to [redacted] with the Verifione manufacturer warranty. [redacted] also called in, and the call was transferred to our in-house Technician. The conclusion of that phone call was that [redacted] was to send into our office the credit card machine for our in-house Technician to reload the programming.
On November 5, 2015, we started the process to send [redacted]’s [redacted] a new terminal at no cost to them to replace the terminal that they were experiencing issues with.
On November 18, 2015, new credit card machine arrived at Alpine Payment Systems and it turned out that the distribution center sent us a 3G unit instead of a WIFI unit.
Throughout the dates of November 23, 2015 – January 12, 2016, our in-house Technicians and Customer Service Agents went back and forth with our distribution centers, making sure we have the correct credit card machine downloaded with the correct programming.
In the midst of getting the credit card machine to [redacted]’s location, [redacted] brought to our attention his credit card processing rates. At the time of creating Mr [redacted]’s processing account, the appropriate program was applied based off of his previous processing statements from Heartland Payment Systems.
On November 30, 2015, we adjusted his Non-Qualified surcharge to offset some expenses. That change was shown for December 2015 which has impacted his charges significantly over the last two months. We will continue to monitor his credit card mix to ensure the pricing mold accounts for his increase in non-qualified transactions from his previous agreement.
Upon verification the new terminal was completely functional we refunded [redacted]’s [redacted] $190.36 on January 22, 2016. This was done in good faith to offset the lease payments during the time the equipment was inoperable.
Since the latest adjustment to his rate structure we have not been contacted by Mr. [redacted] in reference to his rates or fees. Alpine Payment Systems is working diligently to continue our business relationship with [redacted]’s [redacted]. An immediate rate review will be conducted and any necessary adjustments will be made in good faith again. At this point we feel this matter is resolved.

[redacted] reached out to us here in Customer Service in early June of this year stating that they have not utilized our services for a few months and was unsure as to why the account was not closed. [redacted] was upset that they were still being charged minimum monthlies for the months they were inactive....

After reviewing the account, I found the last time there was activity was in April of this year. I informed [redacted] there is a cancellation process for every active account and that I would need a signed cancellation letter emailed in to proceed with the cancellation. Unfortunately I believe there must have been some miscommunication as the cancellation email I received was only a brief email from [redacted] stating to cancel the accounts. Per the cancellation process, there needs to be a letter that is physically signed by the account holder as we take every measure to protect our merchants privacy in regards to their personal information. Between early June until late June, there was several attempts to reach the signer on the account with no luck. We try our best to not leave voicemail and or messages that may have sensitive information regarding the account, but after several attempts to reach the account holder, we left a voicemail stating that in order to move forward we require a physically signed letter. The voicemail was left on June 26th with no response and or call back. By July 3rd we went ahead and sent an email to inform the merchant of what we need to close an account. After sending an email, we did get a response with the required cancellation letter. Cancellation was requested that day for all accounts. We then received an email from [redacted] on July 6th stating that fees needed to be reversed as they were charged again on July 3rd for minimum monthlies. I instructed for my customer service representative to submit a refund request that needed to be accepted by the financials department. The refund request was not approved as it takes up to 30 days for an account to be fully closed out. There was no communication on either side until we received an email from [redacted] stating the account was charged once again on August 3rd. At that time she requested that they be refunded $219.00 for June, July and August's minimum monthly fees charged to their account. I  responded to her email letting her know that I reached out to [redacted] directly in regards to the continuous charges. [redacted] then brought it to my attention that during the cancellation process, if it is not clearly stated to 'waive' the "month end fees" then the account will be charged these fees. We were unaware of this process as these accounts were apart of a conversion from [redacted] to [redacted] back in September 2017. Once this information was explained, we immediately requested that [redacted] credit back their account(s).  We were then informed from [redacted] that the refund requests were accepted and the merchant should see the funds in their account within 5-7 business days. From August 3rd until August 23rd, [redacted] and I emailed back in forth checking in with each other to verify if/when they received the refund. Come August 23rd, we spoke to [redacted] who confirmed they did in fact receive the refund totaling $219.00. [redacted] was unsure of the exact date, but did give us confirmation. She thanked us for getting this taken care of for them and did inform us that she would personally remove the complaint she filed once funds were refunded.

I am currently working with [redacted] through email and phone.
Here is my reply to his recent email:
 
Hi [redacted],
 
 
 
1.       Here is a breakdown of each overcharge refund that was of each store totaling...

$1384.56:
-          MID: [redacted] $560.47
-          MID: [redacted] $554.40
-          MID: [redacted] $269.69
 
2.       See attached September 2016 and October 2016 First American Statements to show the reporting for each account.
 
3.       See attached Alpine Payment Systems and First Data Agreements. I have blacked out sensitive information for security purposes through email.
 
4.       Here is a breakdown of each minimum monthly refund for October 2016 totaling $248.09:
-          [redacted]: $89.03
-          [redacted]: $89.07
-          [redacted]: $68.99
·         You should see it soon, as it takes about 7-10 business days to complete.
 
5.       Looking at Jerry’s Analysis sheet, I don’t know what entails of the $39.00, as it could consist of multiple factors at that time of Jerry creating that sheet. Per your First Data Agreement, which is attached, it has those fees on there that may be applied.
 
6.       Same thing here, the Annual fee of $79 is on the First Data Agreement.
 
 
Thank you!
Rylee
 
From: [redacted] [mailto:[redacted]] Sent: Sunday, November 13, 2016 4:07 PMTo: [redacted] <[redacted]>Cc: [redacted] <[redacted]>Subject: Re: [redacted]
 
Hi [redacted],
I need get copies of several transaction and contract documents from your processing vendors. 
1.  A copy of the detailed reconcile for the overcharges on my accounts by First Data.  I need to see the amount that was returned for each store.
2.  Copies of First Americans detail reports on the transactions and fees from the end of September (when service was transfered)  to the 24th of October.
3.  Copies of all signed contracts with Alpine and  First Data. ( I already have the contracts from Time Payment Corp and First American.)
4.  An update on return of the fees charge by First Data on November 2nd for October, when processing was being done by First American.
5.  Please also provide and explanation of where that monthly fee fits into Jerry's  monthly fee on the Savings Analysis sheet,  That document shows the monthly fee of $39.00
6.  Please also ask where the Annual fee that I was just charged in early October is  reflected in Jerry's Savings analysis sheet.  Also which vendor charged that fee.
Regards,
[redacted]

I am in receipt of the complaint filed against Alpine Payment Systems dated May 11, 2016.
 
In March 2016, we changed [redacted]’s [redacted] rates from an Enhanced Recover Reduced program to an Interchange program per Mr. [redacted]’s request. Changing rate programs will result in a...

different statement that reflects different fees. We have not heard from Mr. [redacted] since the rate program change but we value their business and still want to assist and service their account. We hope that Mr. [redacted] is aware that he can contact our Customer Service at 877-804-7286 for immediate assistance.
 
Thank you!

Subject: RE: Revdex.com COMPLAINT #[redacted] HI [redacted],A refund for $250.00 has been submitted and the merchant will have his refund in 3-5 business days. For a total refund of $598.95.$500 ETF from the previous processor, $79 for the annual fee and $19.95 for invalid TIN for a total refund of $598.95.We do not have signed documents that agree to pay the merchant the refund. I have reached out to the merchant to change his rate plan to see if that would help to save him some money however he has not sent the signed document s back. We put the merchant on a comparable rate plan from his previous processor. I requested processing statements from his previous processor so I could see where the difference was and he did not send me all the pages. I requested the other pages as those have fees on them that help me do a fair cost comparison. The merchant refused to send me those pages.