Clearent LLC

Clearest claimed that they can give me better credit card rates at our restaurantI gave them all information
needed to start using them as my credit card processing company(Feb 2016) Since then I have been charged multiple
times without receiving serviceI have called them multiple times to try and resolve this but, no one calls me backThey have taken dollars from my business and I received nothingI have the invoices they sent me to prove it

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,
*** ***

Mr. [redacted], I apologize for any inconvenience this has caused you.  I will create a refund for $395.00, and this should be in your account Friday, 3/24/17.  If you would like to re-open your account, please contact our customer support team at [redacted]@Clearent.com.

Initial Business Response /* (1000, 5, 2015/07/09) */
Mr. [redacted] signed a 3 year agreement dated April 23, 2013 through one of our Agent Bank Partners [redacted] National). In the agreement section 16 there is a 45 day written notification clause meaning, if we received a cancellation notice to...

close his account in 45 days merchant wouldn't have received an Early Termination Fee.
Mr. [redacted] sent us a notice to close statement "Close Immediately" which is why Early Termination Fee was charged. If Mr. [redacted] asked us to close in 45 days no Early Termination Fee would have been charged.
The signature on the cancellation form matches the signature on the application.
If need be, we would be happy to provide all supporting documentation.

Clearent’s Response: Clearent is one of the most trusted payment processors in the industry and takes customer complaints seriously. We are truly sorry that this customer has had a negative experience with our company, but we cannot accept responsibility for their negligence. By the time the...

customer contacted us, after not settling their credit card transactions for 70 days, it was too late for us to intervene. By then, many of their patients had disputed their credit card charges, which resulted in the customer receiving chargeback fees from the Card Brands. A quick explanation of credit card processing: if a terminal is not batched (automatically or manually), it does not settle the card transactions that have been entered. Therefore, the cardholders are not charged and the business cannot get paid. Here is what happened according to our call recordings and email communications with the customer: The terminal was set to auto-batch per the customer’s request.For an unknown reason, the terminal was not auto batching. The sales representative tried to help and advised the customer to purchase a battery backup. The customer did not follow the recommendation. Over the course of the next 70 days, the terminal produced multiple “batch error” messages. The customer claims she was unaware of the batch issue during this time. Per the terminal’s records, it printed receipts that said “batch error” and “batch full.” Many people in this medical office were using the terminal during this time, and the customer claims that no one saw the error messages. Seventy days later, the medical office’s accountant found that they were missing a large sum of credit card payments. The customer contacted Clearent’s customer service department. Clearent’s team gave her guidance on how to manually settle her terminal, and warned her that she might receive chargebacks from her patients who might not be expecting the charges so long after their appointment or service. Clearent’s team spent numerous hours on the phone with this customer to help her resolve the chargeback requests with the Card Brands.Our CEO even spoke with the customer to see what he could do to help improve her experience with Clearent. The customer refused to accept accountability for her office’s negligence and misrepresented what our CEO said in her Revdex.com complaint. We have done everything possible to help this customer, but we cannot take responsibility for her negligence with her patients’ credit card payments. The merchant agreement that she signed clearly states that the merchant, not Clearent as the processor, is responsible for making sure that the equipment continues to operate in compliance with the Card Brand Rules. If someone in her office would have responded to one of the many terminal error messages, our 24/7 technical customer service team could have helped the customer prevent this situation.

This matter was resolved April 10, 2017 when merchant called our office to close his account.  Merchant was informed on 4/10 that he would not incur an Early Termination Fee.  When this e-mail was received, I again call merchant to inform him that he will not receive an Early Termination...

fee .

Dear [redacted], We apologize for this miscommunication and inconvenience it has caused you! We have refunded $100 to your account. Please reach out to us with any questions. [redacted] Best regards, The Clearent Team

The complaint is resolved and the customer received their refund on January 8. I apologize for the late response."

Clearent's Merchant Agreement is a three year agreement.  At no time, can our ISO/Partner's modify or alter the Merchant Agreement.  The Merchant Agreement is a legal document that clearly states the terms and condition.  We always care about our customers, so in Good Faith...

we will refund the Early Termination Fee.  We apologize for any misunderstanding and hope we can serve you in the future.

Initial Business Response /* (1000, 5, 2015/09/17) */
Will refund merchant Early Termination Fee, due to being 2 months short of fulfilling their obligation.

Initial Business Response /* (1000, 5, 2015/07/17) */
The account was signed by our Independent Sales Office, ClearPay. I have reviewed the signed merchant pricing application dated April 20, 2015. Per the signed merchant application the merchant agreed to pay.05% for Express Merchant Funding. On...

7/15/15 the Independent Sales Office requested Clearent to remove the .05% Express Merchant Funding. The pricing updated on 7/16