Harbortouch

Review: In April 2014, I reach out to HarborTouch to cancel one of my accounts with the company. The cancellation was for my e-commerce site.

After I spoke with a customer service representative, they disconnected my service, therefore my customers were unable to complete their online purchase. I received several emails from customers in regards to their frustration. I thought the account was closed, since customers were not able to process their payment. Then I realized that HarborTouch was still charging me approx. $32 a month, for a service that was not being provided. When I called in October 2014, to rectify the situation, HarborTouch wanted to charge me $250 to cancel the account and would only waive the fee, if I agreed to keep the other account open. Charging me $250 for an account that was not processing payment for several months, seems like a substantial fee for an account not processing payments.

After several calls and hours of time speaking with customer service, they finally canceled the account and promise to reimburse me the charges from April to October. When I called in November, to check on the status of the reimbursement, they said they had no record of that. This company, has hidden fees and is very difficult to get any customer service issue handled. I was promised that a manager would call and they never happened.Desired Settlement: To be reimbursed for the charges since April 2014.

Business

Response:

We are sorry

to hear of [redacted]’s dissatisfaction with services provided by

Harbortouch. Harbortouch values each

merchant is serves, realizing that exceptional customer service is just as

important as competitive pricing and innovative products. We take the loss of a customer’s business

very seriously and, if given the opportunity, will do whatever we can to

satisfy Harbortouch customers.

On April 5,

2013, [redacted] entered into a Harbortouch Merchant Transaction Processing

Agreement (“Processing Agreement”). The

Processing Agreement governs the terms and conditions whereby Harbortouch

agreed to provide [redacted]’s business with processing services for

credit/debit card transactions. The

Processing Agreement consists of the Merchant Application and the Terms and

Conditions, together with its addenda, attachments and schedules. A copy of the Merchant Application is

attached. [redacted] received a copy

of the Terms and Conditions prior to signing the Merchant Application. However, she may also access the Terms and

Conditions at www.harbortouch.com/terms.

Harbortouch

requires cancellation requests in writing. We will not cancel a merchant’s account with

a phone call. Harbortouch understands

the disruption of cancelling processing services to a merchant can have

detrimental consequences to the merchant’s business activities. Therefore, Harbortouch’s policy is to have

all cancellation notices in writing to verify the request with the authorized

party(ies) on the account and to ensure the request is the desire of the

merchant.

In [redacted]’s

circumstance, Harbortouch did not receive the written request until October 17,

2014 at which time her merchant account was closed in our database. No

further fees will be charged to this merchant account.

Harbortouch has

waived the ETF of $250.00 for closure of her account (ETF terms in Section D7 of Merchant Application and Section 5 of Terms and Conditions). The monthly processing service fees that have

been charged until our receipt of her written notice of cancellation in October

2014 are valid in accordance with the Processing Agreement inclusive of the

terms and conditions.Harbortouch Legal Department

Review: I was intentionally deceived buy the sales representative on the duration of the service agreement. I repeatedly asked for clarity regarding the duration of the contract and was given the same response that the agreement was for 3yrs. This was apparently a partial truth, from what I have discovered recently after being prompted to investigate due to unauthorized charges from Harbortouch to my bank account. The merchant services required a 3yr commitment, what was not stated is that the equipment was not free as stated but was a 5 year finance agreement. What was stated to me was that Harbortouch will give my company a free POS system for a 3yr agreement for merchant services. I have attempted to resolve this issue with the company and actually have not received a call from the company or been able to get anyone to accept my call over the coarse of several months until three days ago from today's date 10/20/14. Only when I attempted to reverse the unauthorized charges on my account, (per their company's sales representative's instructions) did I hear from harbortouch. In addition, those charges were never reversed until I contacted my banking institution and filed a complaint.

Due to the account being mistakenly cancelled I began to receive communication attempts from their collection department. Harbortouch claimed that they were unable to contact me, however, I previously verified my contact information as being correct. In this conversation the customer rep admitted that it was a very real possibility that this scenario I presented is highly likely and that she would try to come to some settlement agreement. This lead me to believe that this was a familiar compliant to the representative. Harbortouch did attempt to settle but the settlement amount was no different from the full amount of the remaining balance of the contract. I counter offered but harbor touch refused my counter offer. I simply want what was advertised ("a free POS System with a three year contract agreement") and stated to me several times from the sales rep. I clearly demonstrated my commitment to honoring what I was lead to believe to be a merchant service agreement. My company I procured the service for has been closed since May 2013, I have never missed a payment.Desired Settlement: To fulfill my 3yr merchant service obligation only and this not to reflect on my or my company negatively in any way

Business

Response:

We are disappointed

to hear of [redacted]’ dissatisfaction

with Harbortouch’s products and services.

Harbortouch values each merchant it serves, realizing that exceptional

customer service is just as important as competitive pricing and innovative

products. We take the loss of a customer’s business very seriously and if given

the opportunity will do all we can to make the merchant a satisfied Harbortouch

customer.

Based on the content of the complaint there may be some confusion as

to the merchant’s contractual relationship with Harbortouch. Please allow me

the opportunity to explain.

Merchant Transaction

Processing Agreement

On September

25, 2012, [redacted] entered into a Harbortouch Merchant Transaction

Processing Agreement (“Processing Agreement”) The Processing Agreement governs

the terms and conditions whereby Harbortouch agreed to provide [redacted]’

business with processing services for credit/debit card transactions. The

Processing Agreement consists of the Merchant Application and the Terms and

Conditions, together with its addenda, attachments and schedules. A copy of the Merchant Application is

attached. [redacted] received a copy

of the Terms and Conditions prior to signing the Merchant Application. However,

he may also access the Terms and Conditions at www.harbortouch.com/terms.

The Processing Agreement does have s a minimum three (3)

year term However, at the end of the

initial term the Processing Agreement automatically renews for additional two (2) year periods. 2.Harbortouch POS System Service Agreement

On September

2012, [redacted] also entered into the Harbortouch POS System Service

Agreement (“Service Agreement”). The Service Agreement governs the terms and

conditions whereby Harbortouch agreed to provide Mr Williams’ business with a free

POS systems based on his commitment to enroll in a five (5) year agreement for

support service based on a monthly fee and other applicable charges. The

Service Agreement consists of Exhibit A and the Service Agreement’s terms and

conditions. A copy of the Service Agreement is attached.

On August 5,

2014 Harbortouch received electronically signed cancellation forms for both the

Processing Agreement and Service Agreement. As a result, [redacted]’

Harbortouch Merchant Account was closed on October 18, 2014.

Harbortouch has requested the return of the

processing and POS equipment from the merchant or further fees will apply.

Harbortouch

is more than willing to work with [redacted] in order to resolve his

outstanding balance with Harbortouch. We encourage [redacted] to contact

Harbortouch’s Collections Department at [redacted] to discuss the various

payment options that may be available to him.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Regards,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: I reject the response due to my issue not being about the contract, this is not being debated. I have an issue with the misrepresentation of the agreement verbally and the deception perpetrated against me through the company's sales agent. other issues addressed in my initial complaint were not my primary concern although they are of a serious nature as well. the company keeps repeating the same statement to me as they have written in their response. but, in my view that is no excuse for intentionally deceiving someone.

Regards,

Business

Response:

I am disappointed to hear of the merchant’s dissatisfaction, and would like to clarify the following:

Regarding the Independent Sales

Organization (ISO), the ISO is an independent contractor and statements made by

the ISO cannot be validated. Any verbal

agreement is superseded by the written signed agreement. The

contractual agreement(s) between the merchant and Harbortouch are the written

Agreements signed and dated as referenced in our prior response.

For further clarification, there are two (2) separate contracts signed by the merchant as

follows:

1) Merchant Transaction Processing

Agreement:

This

governs the processing of credit/debit cards with United Bank Card d/b/a

Harbortouch Payments, LLC. The Processing

Agreement does have s a minimum three

(3) year term and encompasses the Merchant Application and the Terms

and Conditions, together with its addenda, attachments and schedules. However, at the end of the initial term the

Processing Agreement automatically renews for additional two (2) year periods. I refer the merchant to Section D6 of the

Merchant Processing Agreement and to Sections 4 and 5 of the Terms and

conditions.

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2) Harbortouch POS System Service Agreement: For service of the POS system.

The Service Agreement governs the terms and

conditions whereby Harbortouch agreed to provide Mr Williams’ business with

a free POS system based on his commitment to enroll in a five (5) year agreement for support service based on a monthly

fee and other applicable charges. The Service Agreement consists of Exhibit A

and the Service Agreement’s terms and conditions.I refer the merchant to the POS Service

Agreement Exhibit A, Section I Base Package the last sentence states: Term of Service Agreement is sixty (60)

months. See Terms and Conditions for

further details.

I encourage the merchant to contact Harbortouch Collections Department at

800.201.0461 to discuss the various payment options that may be available to

him. Harbortouch is more than willing to

work with [redacted] to resolve his outstanding balance.

Nothing contained herein should be deemed an admission or

waiver of Harbortouch’s rights under applicable law. Harbortouch expressly

reserves all of its rights, remedies and defenses in law or in equity.

Review: I never done business with that company. But however they are reporting a collection on my credit report which is "fraud" when I contacted them about the situation. They refuse to remove it saying that I owe them $677 don't know how they get my social security number and my information.Desired Settlement: want this company to remove collection from credit bureau ASAP. I never done business with them.

Business

Response:

The merchant applied for and was signed up for a merchant account in August of 2009. Harbortouch has a signed contract with merchants signature and copies of account information including Drivers license to prove validity. The account was valid, legal, and the subsequent collections are valid.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Regards,

I am rejecting this response. in fact, letters were sent to that business on several occasions through certified mail which they received and signed "simply to validate the debt and show me when the heck I signed for the service or if it's even my signature. Further, if they have my drivers license and everything, why they can't show proof? This business is all a scam! I also attach a picture of certified mail that was sent to the business recently to validate the debt.

NO RESPONSE!

Review: I will sum it up as short as possible. We agreed that I will be charged .25% + .06 cents per transaction. I got my terminal in today and received a big run around after calling them and trying to find out why all my paperwork received with the terminal says 1.75% + .17 Cents per transaction. Like really you think I wouldn't notice that. I own my own business and am sitting on a computer all day. I can and will make a very large digital foot print telling the world to stay away from harbor touch. I was lied to. Plain and simple. I tried to cancel you sending this out to me from day one and you still sent it. I open it saying ok its here lets try it out. I set it up and first thing I notice there is no pin pad for anyone to put there pin number in for debit. I start reading the paperwork to see if theres something missing or a way that I didn't think of and thats when I found the letter with the fees that I did not agree to. Then to make things worse I'm told there's a cancellation fee because I'm under contract and I was told by my sales rep there is no contract. So thats another lie!! What makes it worse to the point that I'm getting my attorneys involved soon if this isn't resolved through Revdex.com is that my paperwork said cancellation fee is the total estimated fees per month times 5 years. Well since your min fee per month is $25 then that will amount to a min fee of $1,500!!Desired Settlement: I want a manager to call me and setup the cancellation of this account and help me return all equipment. AND MOST IMPORTANT waive the cancellation fees. If not this will and I promise it will turn into a legal problem. For future reference instead of trying to trap someone into some agreement why don't you be honest and stick to what was agreed on in the beginning. I processed some transactions today FYI but I don't care about the money I lost processing those.

Business

Response:

Harbortouch has in possession a signed agreement outlining the pricing the merchant is disputing. If legal is threatened and/or pursued, the document will be presented with the customers signature. There is also a note from a staff member on 1/20/14 in which a conversation with the merchant revealed that they chose to proceed with a new POS company given the sheer fact that they can deliver more quickly on the POS the merchant required. The contract as legally signed and binded to between Harbortouch and this customer will be enforced to the fullest and all fee's will stand. Including the outlined ETF that is clearly defined in the contract and subsequent Terms and Conditions.

Review: The business was switched over the end of June to new owners. Since then I have been billed several times and paying the company 2 payments. 1 payment for 96.00 and some change and another bill for 102.25. when I received another bill I called the company asking why I am still getting billed and was told that the system was not canceled. I told them that this was handled by the sales Rep ([redacted]) the end of June.They told me that she transferred the system but did not cancel the service agreement. Due to this being no fault of mine they said that they would credit that payment and email me a cancellation form. I signed the forms & sent them back to them. They also said that they would refund us the payment of 102.25. That was on Sept. 26,2013. I have called them 4-5 time asking about my refund check and all I get is to leave a message an that they would get back to me. Received an e-mail Oct. 21,2013 telling me that the number on file is not reachable. I have called them 3 time since then leaving a number for them to call me and still have not received a call. Today (10/25/2013) I received another bill from them stating that I owe them 82.00. Calling them today, I asked to speak with a supervisor, was told that a supervisor was not available for me to speak with but that they where told that they would credit this bill. I asked about the refund check and was told that it was sent out 2 days ago.Desired Settlement: I would like any monies that I paid them since the end of June.

Business

Response:

On 10/1 the customer worked with a customer service supervisor, the amounts that were outlined in this complaint have already been credited and paid back to customer. The funds archived on our system 10/2 and the customer has funds. If customer is looking for more funds, then I would need evidence of such for as it stands we are whole.

Review: The initial 4 pages of agreement was signed on 7/21/2011via fax, as we tried to terminate the service due to fees were too high relative to others. Harbortouch informed us, we w[redacted] be charged early hundreds of dollars due to early termination fees, we were informed there were a 3 years contract terms which was in a booklet and never disclosed before signing. After we pointed out to Harbortouch that the contract duration was never disclosed at the time of signing, they agreed to provide more reasonable rate to keep our business and service continued. On 6/12/14, we reached out to Harbortouch to ensure we have the new terms and conditions before the contract expiration date 7/21/14 to avoid any early termination fees. In June of 2014, Mary S. M[redacted], Designated Retention Specialist OF Harbortouch ###-###-####. We will not under contract and she will put us under mo to mo review. Mary stopped communications after 6/27/14, we even asked her supervisor Glen G[redacted] ###-###-#### to assist, however, our phone calls & emails were repeatedly ignored. (Pls let me know if Revdex.com needs the complete email strings). We realized this could be a delay tactic so they can charge us illegally after contract expired. We send emails, returned the credit card terminal processor unit enclosed the complete email strings. Then we found out 5 unauthorized charges by Harbortouch. We tried to initiated a call to customer service but they said only Sales team - Mary M[redacted] and Glen G[redacted] can close the account and stop the illegal charges. So, we had to give anther try with the same people which did not do their job and caused the whole mass. We send email to ask Glen G[redacted] (Mary M[redacted]'s boss), and he forward to Mary M[redacted], Mary send an email confirm receipt of the email. And the endless circle of unresponsive, unprofessional and un-ethical behavior continues. We are asking to close Merchant ID account [redacted]

and reverse the charge to our account, and stop charging any fees to our account immediately since there is no service provided since Aug. of 2014. There are many were misled by Harbortouch intentionally. It's time for Revdex.com to stop it. Your assistance in this matter is very much appreciated.Desired Settlement: We are asking to close / terminate Merchant ID / account [redacted] asap

and reverse all illegal charges to our account, and stop charging any fees to our account immediately since there is no service provided since Aug. of 2014.

Business

Response:

We are sorry to

hear of the merchant’s dissatisfaction with the products and services provided

by Harbortouch. Harbortouch values each merchant is serves, realizing

that exceptional customer service is just as important as competitive pricing

and innovative products. We take the loss of a customer’s business very

seriously and, if given the opportunity, will do whatever we can to satisfy

Harbortouch customers.

On July 20,

2011, [redacted] entered into a Harbortouch Merchant Transaction Processing

Agreement (“Processing Agreement”). The

Processing Agreement governs the terms and conditions whereby Harbortouch

agreed to provide [redacted]’s business with processing services for credit/debit

card transactions. The Processing

Agreement consists of the Merchant Application and the Terms and Conditions,

together with its addenda, attachments and schedules. A copy of the Merchant Application is

attached. [redacted] received a copy of

the Terms and Conditions prior to signing the Merchant Application. However, he may also access the Terms and

Conditions at [redacted]. The Processing Agreement has a minimum three

(3) year term and automatically renews for successive two (2) year

periods. Please see the Terms and

Conditions Section 4 Term of Agreement.

Harbortouch does

not offer month to month Agreements.

In accordance to the Processing Agreement D7 inclusive of the Terms and Conditions

as referenced in Section 5 titled Termination of Agreement. The Agreement is for a three (3) year term

and an early termination of $250 or $35 multiplied by the number of months

remaining in the merchant agreement (whichever is greater) would be applicable

to the account.

In an effort to resolve this matter amicably Harbortouch has waived the ETF for the merchant.

Harbortouch

requires cancellation written requests in writing. We w[redacted] not cancel a merchant’s account with

a phone call. Harbortouch’s policy is to

have all cancellation notices in writing to verify the request with the

authorized party(ies) on the account and to ensure the request is the desire of

the merchant. Harbortouch received the

merchant’s written cancellation request dated January 20, 2015 and therefore

closed the merchant account in our database.

All processing

fees and charges incurred by the merchant until the date of the closure are

valid in accordance with the terms and conditions of the Processing Agreement.

We encourage

[redacted] to contact Harbortouch’s Collections Department at ###-###-####.

Nothing contained herein should be deemed

an admission or waiver of Harbortouch’s rights under applicable law. Harbortouch expressly reserves all of its

rights, remedies and defenses in law or in equity.

Legal Group

Harbortouch

Business

Response:

Harbortouch has closed the merchant account in our database on January 21, 2015 and have written off the remaining balance of $228.00 in collections.

Consumer

Response:

We have reviewed the response made by the business in reference to complaint ID [redacted], we verified our corp. account and HarborTouch did credit back the unauthorized charges. When wer feel strongely that it is our duty to prevent others from misleading by HarborTouch, however, we understand there is not much we can do from here. We hope that HarborTouch will learn from this and change its predatory business practices.

Review: In September 2013 we agreed to accept a credit card processing company through a salesman that called and came to our home. We were told this service would cost us $8.00 per month. When they sent the first statement, it said they debited our business account for $33.00. In the following months, they debited different amounts, from $42.95 to $141.95, which I disputed each month. We never received any bills until the amounts were already held out of our bank account. We tried to cancel the service which we never used, but we were told it would cost $250.00. I spoke to many different people during this time and was told conflicting things each time. Finally, on February 20, 2014, I was told I could discontinue the unused services if I wrote a letter of cancellation and e-mailed it to Customer Service, which I did. In February and March they still debited $25.00 from our bank, even though our account with them was closed. They also changed names in March 2014 from [redacted], ([redacted]) to Harbortouch. I have been waiting on a refund of $50.00 which they said they owed us since April. I have checked repeatedly on this (which I have documented on paper each time I contact them). Each time I talk to a representative, they tell me they owe us $50.00, and it should be credited to our bank account in 3-5 business days. That has never happened. Just last Friday, on August 8, 2014, I got a statement in the mail that they held out another $25.00. I thought this mess was done, but I suppose it is starting all over again!Desired Settlement: We would like our money credited back to our account. We would desire that this company would remove our name from all of their accounts and never bill or contact us for anything again. We have no desire to have our business or personal name on any account associated with [redacted], Harbortouch, or any future name they come up with. Please get this warning out there so they will not be able to lie, cheat and steal from small, hard-working, honest businesses like ours.

Business

Response:

The credit has been issued so the merchant will see

their funds within 72 hours. The account has been closed and there will be no further billing in the future.

Review: I had a three year contract with Harbortouch which ended in November of 2013. Once the contract expired I discontinued processing with them. I called and requested cancellation paperwork and never received it. They continued to charge me $35 a month regardless of me no longer processing with them until finally in June of 2014 they sent me the paperwork to cancel. They assured me I would not be charged the "early termination fee" of $250 because I was no longer under contract and had not continued to process with them. The letter I was sent and then signed and returned also showed there would be no cancellation fee. As soon as I faxed it back, the next day they debited my business checking account the $250 regardless. I called them immediately and they acknowledged the mistake and told me they could do nothing about it and I had to talk to my bank to reverse the payment. I had my bank stop the payment and incurred a $30 charge for doing so. Harbortouch then sent me a letter saying I need to send back my cash register and CC processing device by July 10th or I would be charged $844.00 for both items. As a side note, this was a register that is now 3 1/2 years old and BRAND NEW only costs $300.00. Somehow that seems like bad business practices. I packaged everything up, took them to UPS and paid $135.00 to make sure they would arrive on time. I received notification from [redacted] that Harbortouch signed and received them on July 8th. Sure enough on July 14th, Harbortouch illegally debited my business account again for the $844.00. I called customer service, again they acknowledged that the devices had been returned and I should not be charged however ONCE AGAIN I have to work with my bank to deal with stopping the payment, and incur ANOTHER $30 charge. And their customer service rep tried to blame me for their mistake by telling me I should have called them with a tracking number. WHY would I do that when they signed for the package two days before it was due and obviously had it back in their possession? This company will get away with whatever they can if you don't keep on top of them. I want them to refund me the $60 in charges I had to incur due to their mistakes which, again, they agreed that they made.Desired Settlement: I would like to be refunded the $60 in stopped payment fees I incurred due to their mis-charges.

Business

Response:

Harbortouch requests documentation proving stated fee's and will gladly research. THank you.

Review: My company "[redacted]" used "[redacted]" as its merchant credit card payment processor. [redacted] ceased operations and was dissolved in 2008. [redacted] was contacted at the time to close all existing accounts. We were told to send a fax stating that the company had dissolved and to close all outstanding accounts. The fax was sent as requested and a follow up phone call placed to confirm receipt. On January 1st, 2014, "Harbortouch", which was formerly operating as "[redacted]" sent notice that they had begun charging the account, but the associated bank account was no longer valid. Harbortouch was informed that the account had been closed in 2008, and a scanned copy of the original fax and confirmation was sent to them. They agreed that the account was closed, but all charges from reopening the account were still valid, that we would be charged an "early termination fee", and all new charges must be paid. They have since sent the debt of $275 to collections.Desired Settlement: Void all charges accrued after 2008 and remove reports to the three credit reporting agencies.

Business

Response:

The account was never officially closed when the merchant states it was to be done. It was put in a seasonal status meaning the expectation was the account was to be reopened. The Merchant has submitted recently a document claiming to be from 2008 however with no time stamp there is no evidence that is from said time period. At this point, Harbortouch in an effort of good faith, has waived the collections amount on the account.

Review: A HarborTouch rep cam into our business to get us to sign up with his company. The company seemed legitimate and we were told that it's a month to month deal with no cancelation fee so we figured we would give it a try. So after all of our information was taken HarborTouch sent over the product. They told us they would send someone out to set it up and train us on the system. So we waited. A week, two weeks and more pass with no contact from them. My father then became very aware that if it is taking them this long to help out a new customer how bad will it be once were signed up with them. We felt like we would be constantly at their mercy so we returned their product to them and informed the rep ([redacted]) that we do not want to be one of their customers. My father is the owner and while I am responsible for running the restaurant and managing inventory and employees, he is solely responsible for all our fund management. It seems that he has been over-looking several deductions that occur monthly from our business account. Most of the charges were small (and have since been handled) but one in specific was a monthly, reoccurring charge of $91.95 and has been charged for over 3 years now! Needless to say I am furious and have contacted the company and was told they would look into it. We haven't heard from them so I decided to file a complaint. We have our bank statements to show any and all charges made from HarborTouch and luckily for us the POS (point of sale) system won't work without an internet connection so we can essentially prove that we never hooked up their product.Desired Settlement: I would like ALL of our money to be returned as it is our money and not theirs. They have been taking money from our account for over 3 years now and we have proof. Their system was not once used by us, whether it was as a P.O.S. system or as a credit card machine. I am shocked that they are getting away with this. I only hope the Revdex.com can help us resolve this issue as we do not wish to take legal action.

Business

Response:

The fact is the merchant providing this complaint has been and is attached to a legally binding agreement. Whether or not they merchant uses the system is irrelevant as all fee's billed have been agreed to in signed contract. The merchant at anytime in the past was capable of cancelling the account however they choose to keep the account open and billing subsequently occurred. Harbortouch has acted 100% within the contractual rights and terms stand.

Review: We started a new business and we used Harbortouch for our POS system. They do not tell you all the fees that they take out of your bank account without your knowledge. They were suppose to ship the POS systems and we noticed the company took out $158 out of our checking account. When we called, we were told by [redacted] our salesperson it was for shipping. I asked, why did you take funds out of our accounts without our knowledge or permission? He could not answer the question and replied the amount will be refunded. We have tried for months to get the money refunded back to us and to this day have not received it. We even called and spoke to [redacted]'s supervisor name [redacted], and every time we call, his famous words are"I will call you back in 15 minutes." He never calls back or return telephone calls, and he has lied to us, and said that he had sent the check overnight with FedEx, and it would be delivered on 2/22/14. Well that day has came and gone and still no check. I called today on 2/27/14, and spoke with [redacted], he tells me he is swamp and he will call me back in 15 minutes after he research it. I called him back about 30 minutes later and he still have not looked into it. He spoke with my husband and told him that he will call him back in 30 minutes, this was over 1 hour ago. Harbortouch sent us the wrong POS system, we ordered the fastest POS and we sent the old POS system back. Today, we find out our bank account was charged $2531 for not returning the POS system, it has caused 16 NSF checks to our account.Called Harbortouch today, and we were charged for a previous request-we were going to return one of our POS system, but was told that we will still have to pay for the POS system the remainder of the contract. They do not offer any trial period and you are in a 5 year contract. It is not worth the headaches. When I told the customer service rep that this has not been a good fit, she tells me that we would have to pay $7700 to get our of the contract and return the POS system, we noticed POS not newDesired Settlement: We would like all monies refunded that is due to us ($2531 and $158). We wish not to continue with this contract because it has not been a good fit. The people at this company is not honest and continue to lie to their customers and take money out of their account without letting their customer know. Not even a courteous call. [redacted] is suppose to be the manager, and his actions makes me question his integrity and the company. He can be reached at [redacted].

Business

Response:

In January the merchant had a swap of one of the units. THis was performed however the merchant refused to return the old equipment meaning they had a piece of equipment they did not nor are they paying for. That unit was directed to be returned to Harbortouch as a replacement was already on location. However that unit was not returned and was subsequently billed.

Review: We are a company selling fireworks. We accept Visa/MC/Discover and American Express from our customers. We have several different locations in CA and OR. On June 25 of 2012, we called Harbortouch technical support at ###-###-#### and asked them to activate our credit card terminal to accept credit cards. The technical support representative looked us up and confirmed our business name and location and proceeded to program our credit card terminal over the phone with brief instructions. After the programming was completed, tech support confirmed everything was working fine.

From our experience the credit card terminal was working normally, the credit cards were approved and a receipt was printed for the customer to sign. Everything seemed normal, however we did not see any deposits going through to our bank account. We called in to technical support again on July 6 and asked them to find out why we were not receiving deposits. They ran some tests and discovered that they had used the wrong merchant account number to program our credit card terminal and none of our transactions were going through correctly. Technical support apologized for their mistake and they said they were going to be able to rekey all of the credit cards themselves into the correct merchant account.

After a few days, technical support confirmed they had successfully rekeyed all credit card transactions. What they did not tell us is that there were 44 transactions totaling $2221.78 in declined transactions when they tried to rekey the credit cards manually. We were not aware of any declined transactions since we did not rekey the transactions ourselves. It was Harbortouch who manually rekeyed the credit card transactions. We did not find out until January 2013.

Our bank deposits did not match up to our expected sales for all of our locations and we called customer support several times to send us data on all account for deposits. It was not until January of 2013 that technical support was able to confirm that they had made a mistake and proceeded to try to rekey the previously rejected 44 transactions. Of the $2221.78 that was rejected, only $638.58 was successfully recaptured. To date $1583.20 is still unaccounted for.

We have contacted Harbortouch through our representative numerous times since February. They have confirmed the mistakes they made and tell us the matter is pending with upper management for the last several months. We have been waiting patiently for 9 months and we need to have our funds of $1583.20 returned to us immediately.Desired Settlement: $1583.20 returned to us immediately. Merchant account #[redacted]

Business

Response:

When the error occurred Harbortouch worked closely with the merchant to correct all funds. Merchant then verified all was accurate. A short period later the merchant inquired about another aspect which was found and corrected. The merchant agreed all was satisfied and no further issues. A few months then passed when the merchant inquired about missing funds. At that point the time frame was already exceeded and Harbortouch did all that could be done to salvage the funds, unfortunately due to the time frame and the merchant inability to provide the necessary information all funds were not recoverable. Harbortouch has done all that was requested and worked within the time restraints the merchant demonstrated. This is also evident in the fact that this complaint again arises over a year after the underlining events. Harbortouch as directed in past conversations is not going to refund the money and the merchant must accept some responsibility in the past issues. Harbortouch has already taken a large financial hit with past refunds to satisfy this merchant. Emails with past correspondences can be provided to demonstrate Harbortouch willingness and the merchants agreement that all is met.

This is by far the worst company that somebody can deal with.No customer service, no tech support, a load of people that they dont know what is left and what is right. As soon as they get you with the contract you are done.We did the biggest mistake and we have to deal with them for one more year. PEOPLE STAY AWAY OF THEM.

Review: I have been doing business with this company for many years, but this year as I put my account back online in early March to run transactions for my charter business here in Alaska I have not been paid in full. I ran a handful of transactions that totaled some $5000. I have been calling them for weeks now telling them my account is $636 short which is what they owe me. [redacted] owes me $159, but is separate from Harbortouch. I have dissected each transaction and spent hours on this and it comes back the same everytime. I have contacted the CEO via email 2 days ago. Everytime I call its always the same response "we're looking into it". I've told them I have many more thousands of dollars in transactions to run but have not because I haven't been so far.Desired Settlement: I just want to be paid in full for the transactions that I have run so far.

Business

Response:

The issue that is outlined in the complaint has been resolved as of 4/17/14. If further issues exist the customer may contact customer service at ###-###-####.

Review: In November of 2013 our company received a letter from Harbortouch stating "Notice of Change to Your Agreement", the letter also stated that "You agree to this modification of the agreement by continuing to use Harbortouch's services after 30 days"

The letter informed of (NEW) charges and fees Harbortouch was going to charge for their services. One being an $89.00 fee per terminal for "Industry Compliance"

Throughout the month of December I made multiple attempts to inform Harbortouch that I did not wish to continue services.

I have documented 14 phone calls and over 100 minutes (updated to 148 minutes) with various Harbortouch personnel in a (failed) attempt to discontinue services. [redacted], [redacted], [redacted], (last names withheld) to name a few. I asked all of them to please send me proper papers to sign and return, so we could officially end our contract, as well as send information explaining how to return Harbortouch's equipment. Day after day I called requesting the papers, and day after day they informed me they would email me the papers. At one point a service representative, [redacted] Rodriguez told me that it would cost me $250.00 to end my contract, after which I informed him that we received a change in our contracts that negates our contracts, after he talked to his supervisors, informing me were too busy to speak to me directly, [redacted] told me that Harbortouch did not recognize their "Change to Agreement" as a "Change in our Company's Contract". [redacted] informed me that Harbortouch would be happy to not charge me the unwanted fees from our statements, at which point we were mysteriously disconnected. A prompt call back got me to another customer service representative that informed me that [redacted] was out at the moment, but ([redacted]) would be happy to send the documents I requested.

To this day, I still haven't received the papers I've requested,

In December, while attempting to contact Harbortouch, I was able to contact another Merchant Service Provider and be completely set up within 24 hours.

Since We received the letter of a change to our agreement with Harbortouch, we haven't used their services. So we believe we do not owe Harbortouch for the months they've charged, or the Industry Compliance Fee they have charged us and removed from our account.

On a side note; 30 minutes before taking this step with the Revdex.com I called Harbortouch to attempt, once again, to resolve this matter. I'm still on hold, but will hang up now.Desired Settlement: Recognize our right to cancel services due to Harbortouch's "Change to your agreement" letter by:

(1) Cancel our Harbortouch service on BOTH business accounts

(2) NO cancellation fees, early termination fees, etc

(3) Refund all charges from Nov 30th 2013 to present

(4) Send or inform of paperwork required to terminate contracts

(5) Send or inform of how to return terminal equipment

Business

Response:

Harbortouch agrees to waive the ETF if merchant wishes to proceed with that route. However all subsequent fee's are legitimate and are covered in the merchants application agreement. The merchant was sent and has failed to return the cancellation form sent on 12/26 to Harbortouch, but has yet to return such. Failure to return stated document is directly related to account remaining open. Harbortouch will have a representative reach out to confirm the above.

Review: Used the POS system for a month, and need to cancel because my business closed down. they wanted to charge me more to close my account then the actual amount. POS system is about $150 per month and if I close it, harbortouch will charge me about $9,000 for canceling. that is unreasonable. so why is the a cancel, if it cost more to cancel then not cancel?Desired Settlement: I am only willing to pay $250 base on the contract to cancel my account. I am not welling to pay unreasonable amount to cancel my account when its cheaper to not cancel, harbortouch please do not contact me if you do not agree to charge me $250 ONLY.

Business

Response:

We are disappointed

to hear of [redacted]’s dissatisfaction

with Harbortouch’s products and services. Harbortouch values each merchant it

serves, realizing that exceptional customer service is just as important as

competitive pricing and innovative products. We take the loss of a customer’s

business very seriously.

On March 14

2014, [redacted] entered into a Harbortouch Merchant Transaction Processing

Agreement (“Processing Agreement”) and a POS System Service Agreement (“Service

Agreement”). The Processing Agreement governs the terms and conditions whereby

Harbortouch agreed to provide [redacted]’s business with processing services for

credit/debit card transactions. The Processing Agreement consists of the

Merchant Application and the Terms and Conditions, together with its addenda,

attachments and schedules. A copy of the

Merchant Transaction Processing Agreement (“Processing Agreement”) and the POS

System Service Agreement (“Service Agreement”) are attached. [redacted] received a copy of the Terms and

Conditions prior to signing the Merchant Application. However, you may also

access the Terms and Conditions at www.harbortouch.com/terms.

The

Processing Agreement has a minimum three (3) year term as per Section 4 of the

Terms and Conditions. At the end of the initial term the Processing Agreement

automatically renews for an additional two (2) year periods. The termination of

the agreement requires the written request of the merchant prior to any renewal

period. Please see Section 5 of the Terms and Conditions for further

details and Section D6 of the Merchant Processing Agreement.

The terms of

Termination are described in the Merchant Application Section D7 ($250 or $35 x number of months remaining in

contract whichever is greater per the Merchant Processing Application and Terms

and Conditions) inclusive of the Terms and Conditions Section 5 titled Termination of Agreement which

can be accessed at www.harbortouch.com/terms. Additionally, the POS System

Service Agreement termination fee is (2 POS systems at $69 p/mo. x the number

of months remaining in the contract). The details are of early termination is explained

in Section 9 of Exhibit A.

The merchant processed for two months in May and June of

2014 before processing activity ceased on his account.

Harbortouch requires cancellation requests in writing. We will not

cancel a merchant’s account with a phone call.

Harbortouch understands the disruption of cancelling processing services

to a merchant can have detrimental consequences to the merchant’s business activities. Therefore, Harbortouch’s policy is to have

all cancellation notices in writing to verify the request with the authorized

party(ies) on the account and to ensure the request is the desire of the

merchant.

Review: On May 30, 2014 we batched/settled two credit card terminals. One in the amount of $75.10 The other in the amount of $335.05. My on line batch detail shows both batches. Except the $75.10 has a batch date of 5/30/14 and the $335.05 has a batch date of 5/31/14. Friday and Saturday. [redacted] post to my checking account separate from the other credit cards.

My May statement from Harbor Touch shows the batch date of May 30, 2014. Transactions do not post same day so I was not concerned about the missing deposit. My bank statement balanced to the penny. All credits and debits matched.

My June statement from Harbor Touch shows the first batch date as June 1, 2014. It also shows my net amount with a negative amount. When I went to reconcile my bank statement I found that the $75.10 was never credited to my checking account. The $335.05 had $13.00 that was [redacted] posted but the remaining $322.05 was not. The total my bank statement does not show as ever being deposited is $397.15.

I have sent several emails. The last answer I received was this was their month end and that is how they had to process the fees. This is not acceptable. I can not balance my quickbooks/bank statements. A sales rep. told me they took the 397.15 as fees and because of the way they post it will not show on my bank statement as a credit or debit. Basic bookkeeping says you must show the money going in and coming back out. I have documentation showing all my charge cards, I have all emails, statements and batch information. As far as Harbor Touch is concerned they have satisfied their end of the complaint I sent through customer service. I sent an email explaining I was not satisfied. This is the response I was sent.

Good Morning,

Thank you. I understand your frustration and this only happened for the May processing fees because the last working day of the month was on a Saturday. Unfortunately, we would not be able to change how the fees were deducted from the last batch in May, but this will not occur again.

I have no record of my batch ever being deposited. My bank statement shows the fees being taken from my checking account and they match the statement from Harbor Touch.

I'm being told by the sales person who set up our account they took the batch deposit as part of the fees owed and because it was month end on a weekend they didn't post the credit and debit for that one day.

No one has called or tried to contact me except for emails saying they can't change how the fees were deducted.

I have paid sales tax on this income and have no record showing the funds ever being deposited nor do I have a record showing fees that my accountant would need to see at year end.Desired Settlement: I want to see the deposit of $397.15 posted to my checking account. If Fees are owed totaling $397.15 they can debit my account as they do every month.

How can they state this will never happen again? At some point in time their month end will fall on a Saturday again.

Business

Response:

Harbortouch understands complaint submitted by the customer, however there is nothing that can be done to make the adjustment they are requiring. This is the way our backend sponsoring bank handles month end. The statement of never happening again is not correct and will occur anytime month end falls on a Saturday. The next time this will happen is in January it appears. However the merchant can always contact our customer service team to get a comprehensive breakdown as was done with the issue that caused this complaint. The merchant may also view information provided on our online portal provided to all merchants. If the customer has further questions, they are free to contact Customer Service at Harbortouch and will gladly work to solve all issues to the best of our ability.

Review: Harbortouch has unauthorizedly charged my account due to the cash register machine they claimed they had sent me when we signed up with them.Desired Settlement: refund my $844 and pay me $1000 for the stress they cause to my busines (we have to loaned money to cover the bank account)

Business

Response:

Harbortouch has already gave instructions over the phone on the appropriate actions needed to get this corrected. The customer was advised to reject at bank level or wait for the next billing cycle in which this will refunded. The stress reimbursement will not be entertained.

Review: A Harbortouch sales representative outlined and confirmed that the following features were available on the HarborTouch system. We were very clear that without the following features we would not sign a contract with HarborTouch. They were as follows.... the ability to use the computer as a desktop where access to email/social media/music was possible, accurate representations of our sales on a remote website called LightHouse (a major factor in our choosing Harbortouch), access to 895 financial reports on the LightHouse system, and a cancellation fee of $250 should the system not turn out as promised and we needed to get out of the contract. All were confirmed by our sales rep and we signed the contract.

Upon receiving the machine, the desktop could not be accessed and music could not be played. We went back to our sales rep who confirmed that we should absolutely be able to access these features. She even said she had 5 other recent clients who had no troubles with this. A technical representative finally gave me the password to be able to do this and we assumed our sales rep had spoken with the powers that be to make this possible for us. Upon using the feature as was sold to us, our credit cards would no longer run. Tech reps said this was due to us using the music feature. We had to stop the practice and go back to the drawing board on figuring out how to access music/social media through the computer. The issue was never resolved despite being told repeatedly by our sales rep that this was possible.

The Lighthouse system never functioned properly. Of the 895 reports that we were promised, only 9 were available and none were relevant to ours business's needs. Additionally, the financials on Lighthouse NEVER matched those that were pulled from the actual POS terminal, rendering Lighthouse totally unusable for our business. Note: sales on Lighthouse were always lower than the numbers that were pulled from the actual POS. This caused major problems with our financials.

My Verizon phone records show that I spent over 9 hours on the phone with Harbortouch tech reps trying to remedy these issues before opting to cancel. One gentleman informed me that these problems were "rampant" in their system and needed to be passed along to higher ups in a different department that I could not contact. It was extremely rare that I could ever get in contact with a supervisor. They would place me on long holds and then pass me back down to any random rep with no authority to handle the problems I was having. Often they would just hang up on me after a very long wait and I would have to start the process over. Supervisors would never answer their phones and only once did someone return my call after dozens of desperate voicemails left on multiple supervisors' phones.

After the system failed our company and no efforts were made to remedy the situation, we opted to cancel. Upon cancelling, we referenced that the product our sales representative sold us was not congruent with the technological aspects of the machine and, thus, we should not be responsible for any cancellation charge since it was not sold to us honestly. Turns out, the cancellation fee is not just $250 as was told to us by our sales rep. Harbortouch claims that we are still responsible for paying for the monthly services charges for the remainder of the contract, despite the fact that none of the features we required worked. The minimum contract was for 5 years, which our company was very apprehensive about, but our sales rep kept us calm by reminding us that it would only be $250 to cancel. Turns out that $250 is only for cancelling the credit card processor. Since we cancelled after a few short months, this means our cancellation fee was well over $3,000. As Harbortouch is both a POS system and a credit card processor, they pulled the money directly from our banking account without warning and will not respond to any requests for a refund. We have yet to return the HarborTouch equipment since this [redacted]er is not resolved.

It appears that Harbortouch techs and sales reps are representing two different products and our company cannot be at fault for a sales pitch not being congruent with the actual product. We hope that by reporting them to the Revdex.com that someone in the company will take our complaint seriously and not ignore us they way they have been.

(Please note that the "dates complained" section of this form only had space for 3 dates, so we started with the initial complaint dates. The number of times we called and emailed to complain are in the dozens. If more dates are needed please let us know and we can provide them)Desired Settlement: [redacted] would like all cancellation fees refunded to our account immediately.

Business

Response:

Access to the Social media and other web services are prohibited and have been relayed to merchant numerous times. The reason for this is to protect all parties and severely minimize the chance for a security breach. With all the data breaches present in todays society, Harbortouch must take an aggressive stance in order to protect itself and its customer base, especially in an system that captures credit card data. As referenced in section 10.2 of the agreed upon terms and conditions of the contract, ownership is and will remain Harbortouchs until the contract is fulfilled. With that statement Harbortouch will not and cannot willingly subject itself to any potential breaches. The system provided to the customer is a POS system and not by any means meant to be a desktop PC as the merchant is expecting.

Review: WE JUST STARTED A SMALL BUSINESS AND CONTACTED HARBOR TOUCH TO SET US UP FOR A POS SYSTEM FOR THE STORE. THEY RAN OUR CREDIT AND TOLD US THAT WE WERE APPROVED. THERE WAS NO ITEMS RECEIVED FROM THEM, NO UNITS, NO POS SYSTEM AND THEN ON THE 28TH OF AUGUST THERE WAS A $59.00 CHARGE DEBITED FROM MY ACCOUNT. I CONTACTED THEM ON THE 29TH TO ASK WHY THEY DEBITED MY ACCOUNT $59.00 THE GUY I SPOKE TO TOLD ME IT WAS AN ERROR AND THEY WOULD RETURN MY MONEY BY FRIDAY, AUG 30TH. AS OF SEPT 6 THEY STIL HAVE REFUSED TO RETURN MY MONEY. I CONTACTED THEM AGAIN TODAY, SEPT 6 AND SPOKE TO A LADY IN THE CLAIMS DEPARTMENT AND SHE INFORMED ME THAT MY MONEY WILL BE RETURNED TO ME BY NO EARLIER THAN THE 14TH OF SEPT WHICH I THINK THAT IS POOR BUSINESS IN THEIR PART BEING THAT I DID NOT AUTHORIZED BANK DEBIT. I HAVE A STRONG FEELING THAT THEY WERE HOPING FOR ME TO JUST FORGET MY MONEY AND NOT FILE A COMPLAINT AGAINST THEM.Desired Settlement: JUST GIVE ME BACK MY MONEY AS SOON AS POSSIBLE. I WILL NEVER CONTACT THEM AGAIN FOR ANY BUSINESS.

Business

Response:

The customer had an open account and was billed a $59 dollar fee prematurely. The amount was disputed by the customer and the customers bank rejected the withdraw. The monies requested, were never withdrawn. The amount in question was written off on our side and the account is whole.