Flagship Merchant Services Reviews (%countItem)
Flagship Merchant Services Rating
Address: 100 City Square, 4th Floor, Charlestown, Massachusetts, United States, 02129-3730
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Terrible customer service. We have called them 12 times over the past 3 days and still have not been able to get anyone to call us back. And now when I want to cancel, NOBODY will call me back!
I have been charged for over 1 year window of "additional fees"?
No explanation or reason was given for these charges. I have since closed this account and no longer use this fraudulent company. Even after closing my account and submitting the proper paperwork to close they still tried to withdraw from my checking account.
I have had over $1000 charged as "additional fees" which I have seeked legal assistance on.
We regret that this merchant did not fully understand all of the terms of the agreement. The customer contacted our company, and was then connected to an account representative who went over all the rates and fees of our merchant services, including fees associated with non-compliance of the annual PCI/DSS standard, which are applicable to all merchants who accept credit cards. The customer then provided their personal and proprietary information to the representative to prefill an electronic application and begin the approval/activation process. The application was sent over for the customer to review at which point they are able to do an "e-signature" with their mouse and they then answer security questions based on their personal history pulled from public records. The full agreement was available to print out via PDF. The agreement listed out all potential additional fees that could apply to the merchant account based on certain situations. The additional fees this merchant was charged was because they failed to complete their annual PCI Self-Assessment Questionnaire (SAQ) and systems scan to ensure the security and privacy of cardholder data. The fees are charged on a monthly basis until the requirements are met as failure to do so increases exposure to potential data breaches. We are unable to refund the full years' worth of fee billed, but as a courtesy, we have requested a refund for 6 months of the additional fees this merchant was billed. The merchant should see this refunded in the next 14-21 business days.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards
0 stars is not an option or it would be my choice or negative stars. Fraud is the word that comes to mind when I think of Flagship Merchant Services, who has been charging our business for 2 years without our knowledge or approval. We made an application back then, but did not follow through with it when we saw the fees were so exorbitant. The customer service line can't help, I needed to contact Customer Relations, we talked to Clint B. and he was going to escalate, that didn't happen, they falsely setup an *** service for us, the *** supervisor called them with me and will be submitting a report to their Business Relationships team to be aware of their bad faith dealings. Jasmine the Supervisor in Customer Relations was less then helpful and hung up on me and ***. They charged us over $2200 for services we never received. Jasmine said she couldn't refund us because they already sent the money to pay for the services they took out in our behalf. I asked for that accounting because we never had any services. Then she hung up. I'll be happy to retract this if they refund our $2200.
This is the second time that we have had a package charged to us that we did not ask for. The previous time they removed it and said that they made a note in our acct. to not add on anything unless talking to us over the phone. This time they were very deceptive and said one thing and then when questioned (had statement in front of me) said "oh I didn't say that" and tried to switch things around. I still don't know what the charges are actually for, as the statement is no at all transparent. We have had 2 months of excessive charges (that I know of) and they are unwilling to make it right. We agreed to
terms of our contract, not packages and hyped up charges at their whim.
We apologize for this customer's experience in working with our customer support department while trying to resolve this matter. After reviewing the account, we were able to identify additional fees from the past few months that were billed to this customer. These fees were previously identified in the customer's original agreement as they relate to PCI Compliance. The customer was being charged for not completing their annual PCI compliance SAQ and scan as well as a monthly Data Protection fee, which replaced the annual fee that this merchant was being billed previously. There was a statement communication that went out in October 2018 identifying this change. As a courtesy for the inconvenience, we have requested a refund for 6 months worth of month end fees, totalling $257.70. This refund will be sent via ACH to the checking account information on file with this account. The customer should see the refund in their account in the next 7 to 14 business days.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards
Seven times we have contacted Flagship Merchant services inquiring about 3800.00 being held by them. This is a result of processing our clients
credit card, as they requested, for service we provided. We have been referred to Flaships legal department, whom doesn't answer or respond to voice mail. They simply won't explain why they are holding our funds. We are a small dental lab and 3800.00 has had a large effect, causing us to release a employee.
Please move this customer review to ***’s profile. The decision regarding the holding of the funds for this merchant is made by the Loss Prevention/Security Team of ***. Flagship's role in the sales process with this merchant is to explain the rates and fees associated with credit card processing and the equipment used for said credit card processing. We then assist the merchant through the application, underwriting and boarding process of their merchant application and merchant account install. At that point, they have a merchant account with *** and all debiting and crediting and holding of funds are handled and determined by *** and we have no control over such decisions. We can verify that the customer has been in contact with ***'s Risk Department and was advised that their account was under review with the legal team. We, unfortunately, have no further updates.
I have spent countless hours over a period of three months to close my account. At this point, I am still being charged monthly. The average call time of my attempts is nearly an hour, and no one has yet been able to stop the bills. If I could, I would change my one star to a zero.
We are sorry to hear of this customer's negative experience. This post is not indicative of our business practices. We can confirm that this customer's merchant account was closed as of January 2019 and all merchant account billing ceased as of then. There was an issue where the customer's payment gateway remained active through their gateway provider resulting in additional billing occuring. As a courtesy for the inconvenience, we have refunded any fees charged since the closure of the merchant account.
this is not what I signed up for. I signed up for a 3% on credit cards and 19.97 per month service fee and hundreds are being deducted whether I utilize the service or not. I deserve an explanation.
We regret that this merchant did not fully understand all of the terms of the agreement. The customer contacted our company, and was then connected to an account representative who went over the rates and fees of our merchant services. The customer then provided their personal and proprietary information to the representative to prefill an electronic application and begin the approval/activation process. The application was sent over for the customer to review at which point they are able to do an "e-signature" with their mouse and they then answer security questions based on their personal history pulled from public records. The full agreement was available to print out via PDF. We will have someone reach out to this merchant and go over the details of their merchant agreement.
I signed up in Dec 2018 to use Flagship as a credit card processor for my business. The website states that you get a free mini clover processor for signing up. I was also told by the sales person *** that I would receive equipment for free. They charged my account on 12/21/2018 361.22 for that equipment. I called and was told that I should have not been charged and they would request a refund. I received an email 12/26/2018 stating that it was an error on their part and that *** was putting in for a full refund. That refund has never shown up. *** doesn't return phone calls, when you call they say he is on the line and will call back but he doesn't. I have spoken several times to representatives at 1 877 356- 4209. They lie, do not return phone calls and are doing false advertising.
We are sorry to hear of this customer’s negative experience. This post is not indicative of our business practices. We have addressed this situation with sales rep and our Accounting team. We have confirmed this customer received their device as part of our equipment placement program and we have requested a refund in the amount of $361.22 to fully resolve this matter. Refunds usually take 10-15 days to process and the merchant should see a deposit back into the checking account we have on file in the aforementioned amount. The ticket number for reference is ***.
This company has made inappropriate debits to my bank account and acknowledged that they have done so. Then they put me on hold, disconnect me or tell me a supervisor will call. They refuse to contact me and I have spent hours trying to talk to someone in charge. If I could give a minus rating I would.
On January 23, 2019, Flagship offered to settle Revdex.com complaint #*** by refunding charged fees within 10 to 15 business days. It has now been 21 business days and they have not refunded the fees.
We are sorry to hear that this matter has not been resolved as promised. We have reached out to our corporate accounting department and requested they re-issue the refund check immediately in the amount of $139.00, which will then be overnighted to the customer's mailing address.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***. Please add your rejection comments below.
On March 5, 2019, Flagship promised to immediately send check overnight. It is now March 8, 2019 and I have not received the check. Regards
We have confirmed with our Accounts Payable department that this customer's refund check was mailed and should be arriving this week. Please have this customer reach out to our Director of Sales Operations (***) if they do not receive the check. Here is the communication received as of 3/14/19: "Hello,The check was mailed out this morning. Tell the merchant to please allow 3-7 business days for the check to arrive.Thank you and have a great day! Best regards, Paysafe Accounts Payable"
I was told when I signed up for credit card processing with Flagship that my fees would be 2-3%, depending on the type of credit card. My processing fees for 2018 were 6.25% of charges.
I would prefer to give 0 stars. I have been on the phone with this company for hours. I am trying to dissolve our relationship and I’m getting the run around. I should have received a Close Merchant account form last month. Customer service is horrible and I keep getting someone in technical support. This company is not reputable. All merchants looking for merchant services BEWARE!
I have tried closing this account for the last two months. The company tells me someone will contact me to process the request each time I speak with them. This never happens. The company continues to charge my bank account a monthly service fee. I would like to get this stopped for myself and for the many others who seem to be having this problem with Flagship Merchant Services.
We are sorry to hear of this customer’s negative experience. For security purposes, we typically require signed authorization to cancel our merchant accounts. It does not appear we initially received this customer’s closure form. We can confirm this account has since been closed. As a courtesy, we have requested a refund of $669.62 in service fees. These fees should deposit into the customer’s checking account in the next 10 to 15 business days.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***. I understand that by choosing to accept the business response that my complaint will be closed as resolved. What is so unfortunate is the poor performance of Flagship's Customer service. All they had to do was forward me the document and I would have signed it. Instead I had to chase these folks down and go through this process. I appreciate the company refunding my service fees, though, I wish this had not gone the way it did.
Regards
I signed up or a credit card processor just over a year ago that I thought "***" was the only one charging per month. I agreed to $8 a month, I rarely used the service so this was acceptable to me. I did not know Flagship was charging me as well. It started out low and through the year increased. I did not notice until they were pulling $100s out of my account. I didn't notice because the charge says "electronic bankcard withdraw" on my account so I had assumed the smaller ones were my husband. We had a hard time tracking down who was even making these charges. Once my banker helped me figure out it was Flagship, a merchant service, I immediately canceled my account with authorize net. It took me more than a week to even get someone on the line for flagship. I requested call backs through email and via phone that were suppose to be within 48 hours. they kept taking $100s out of my account still. Finally after staying on hold for an hour someone came on the line but did not seem to care about the issues I was having. The rep said these charges were annual, monthly, and other fees for me not signing up for something. They have withdrawn over $1,000 and I had to turn in paperwork to get the account closed and he said it could take a month to do that. The rep said there would be no closing fees since I didn't have a contract with them! I asked him if I don't have a contract why is flagship automatically taking my money without my permission. The rep had no response. I requested documentation of any agreements made with them. The rep assured me it would be emailed. It has been weeks and I have not received any documentation. I put a stop payment on flagship through my bank just to be safe because this company seems to be very deceiving.
We regret that this merchant did not fully understand all of the terms of the agreement. The customer contacted our company, and was then connected to an account representative who went over the rates and fees of our merchant services. The customer then provided their personal and proprietary information to the representative to prefill an electronic application and begin the approval/activation process. The application was sent over for the customer to review at which point they are able to do an "e-signature" with their mouse and they then answer security questions based on their personal history pulled from public records. The full agreement was then available to print out via PDF for their record. Now, for security purposes, we require signed authorization to cancel our merchant accounts. It does not appear we initially received this customer’s closure form. This merchant's account was set up on a month-to-month agreement to ensure they were not tied to a specific term nor charged an early termination fee when they wished to cancel their account. We can confirm this account has been closed as of January 14th 2019. Unfortunately, we would not be able to give the merchant a refund of all fees billed in 2018 as there were several months where the service was, in fact, used to accept payments. As a courtesy though, we have requested a refund for the last 3 months worth of service fees, which totals $648.39. These fees should deposit into the customer’s checking account in the next 10 to 15 business days.
I have been charged nearly $500 in fees over the last 3 months from this business (251.8 on 1/2, 161.27 on 12/4, and 76.69 on 11/2)--none of which I have any explanation for in email or traditional mail. When I called today, I spoke with a customer service agent for 15 minutes who then said I needed to speak with someone in the customer care department to request a refund for these fees or to cancel my account. I waited on hold for 25 minutes to speak with a "customer care" representative. From that call, I was informed my account is somehow in collections (I have had all of these charges pulled directly from my checking account, so that makes no sense) and was simply told my fees are because of non PCI compliance. He then continues to explain that even though I'm seeing debits in my account, they never received funds so it's my responsibility to figure out where that money is. I've not used credit card processing since October but have amassed $500 in fees since that time...brilliant. Customer service is impossible to reach and unhelpful at best.
We are sorry to hear of this customer’s negative experience. Typically, merchants are notified via a statement message, 60 days prior to any year-end fees being billed, alerting them of the upcoming draft for fees. Merchant statements are available for download through the available online account management portal provided to all merchant accounts. Additionally, we have confirmed the collections balance was due to the customer's bank rejecting the month end fees draft due to insufficient funds. As a courtesy, we have requested waiver of the collections balance of $161.27 (Rejected November fees) and requested a refund for $354.75 (inclusive of December fees billed ($251.85) and January fees billed ($102.90)). The refund should deposit into this customer’s checking account in the next 10-15 business days.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards
Per my October 31, 2018 account statement notice of new fees, I opted out of these new fees by cancelling my account in writing by letter and email within the required 30 day period. Flagship ignored my written cancellation notice and has not refunded the new fees that I opted out of. (From the November 30, 2018 statement). Flagship continues to ignore my letters and emails, and have charged me additional fees of $192.82 on the December 31, 2018 statement. I am due a refund of $124.06, and a final statement showing the account is closed with a zero balance.
We are sorry to hear of this customer’s negative experience. For security purposes, we typically require signed authorization to cancel our merchant accounts. It does not appear we initially received this customer’s closure form. According to our systems, the customer utilized the services to accept payments through December 4th, 2018. It also appears that the customer closed their checking account, which resulted in a reject when attempting to collect the monthly and annual service fees due for December per the original merchant processing agreement, resulting in their merchant account now having a collections balance of $192.76. As a courtesy, we have waived the collections balance, requested closure of the account, and requested a refund of $139.00 in service fees from November 2018. The closure of the account and the refunding of fees should be completed in the next 10 to 15 business days. Due to the customer closing the checking account we have on file, we have requested the aforementioned amount to be refunded in the form of a check.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards
I have been unable to make contact with the company over the last several days. I have tried calling and waiting for hours on the phone, requested a callback, texted, and completed a contact form on the company's website: https://www.flagshipmerchantservices.com/index.php. I have been unable to reach anyone at the company.
I am concerned there has been fraud on my Flagship account and want to get the matter attended to but need to speak to someone at the company to address the issue.
We are sorry to hear of this customer’s negative experience. This post is not indicative of our business practices.We have reached out to this customer and assisted them in validating our business and the transaction in question that posted to their account. Additionally, I have also provided this customer with their most recent processing statements, to which the customer was very satisfied. Lastly, they have been assigned a direct point of contact in our office for any future questions or concerns.
I am beyond dissatisfied with this company. The customer service is horrible and they charge extra fees just not honest! I have been on the phone for the past 4 hours trying to cancel and I have been getting the run around. I am so tired of this! I will let everyone I know not to deal with this company!!!
One star because we had no choice. December 5,2018 a transaction was made to my company , we have yet to have it transferred to our account. Varying reasons were given as to why . From the department you need to talk does not have out going phones , the use only tickets to work by , to it may be 24-72 hrs before someone call to discuss the matter , not solve it , there's a block on your account ( even though two debit by them were made this week) . Never any mgrs. / supervisors to talk to ,putting you on hold then disconnecting the call . I think for sure that they have a block on my phone nbr. Istated to them ,that this wouldn't take place ,until after the interest bearing period ,( 12/13/2018 ) and they are still stonewalling us.
For future merchants BEWARE ,BEWARE , BEWARE , BEWARE !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
Those of you getting burned , like myself , can also report this to the *** ,*** of the city , *** of the state, *** of the The Woodlands , Tx which trademarked these horrible LYING PEOPLE.ALL local and national TV stations.
PS. *** called on our behalf , and now a new twist it will now take up to two weeks now to get funds released.
They have hidden charges and automatically add you to some website and charge you. As a long time customer they have abused me, I would never ever suggest using them. They are now trying not to allow me to cancel and I have to get my bank involved. I strongly advise you to stay away from this company, read all the very very bad reviews on them. The government needs to shut them down.