Harbortouch

Harbortouch does not have any processing activity but multiple calls into support with inquiriesThe contract itself will need to be sent via USPS

Harbortouch can provide any all information to the merchant however that cannot be accomplished through this forum given the need for encryptionHarbortouch has an agreement from for this merchant account, with all relevant information to sign the account up for servicesIncluding the photocopy of the drivers license of the primary ownerThe account was also used for several months with deposits going into a checking account confirmed by the principal ownerIf the customer is wishing obtain any information relevant to the account, Harbortouch can and will provide and information, however that information will only be sent via certified mailI will send all relevant documentation via USPS (certified)If merchant wishes, please confirm or contact support at ###-###-#### option for Customer Service

The credit has been issued so the merchant will see their funds within hoursThe account has been closed and there will be no further billing in the future

The account was never declined or rejected but was merely put on hold to obtain more informationThat information was returned by the sales rep and the account subsequently opened and all terminal files built on 2/On 2/there was a call from our account maintenance team and a welcome call was performedAt which time information was verified by JustinThe account is open and valid per the contractAll fee's related to said contract are completely valid, and if the merchant wishes to cancel, they may do so but the penalties outlined in the signed contract would applyHarbortouch has done no wrong and processed the application/contract as normal

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Regards, [redacted] English as my second language I got riff off from them,I never call to sign any contact from Harbortouch I signed all papers work from JASON P [redacted] (his phone ###-###-####) and JAY S [redacted] they are came to my salon offering MONTH TO MONTH contract with no cancelation feeAfter signing the contract on 5/27/they did not provide any copy of the contract to me to review until Harbortouch send it to me as requested on 10/15/( more than months after signing contract ) if I have the interpreter I can explain every thing betterHarbortouch just provide a part of a the contract not the whole thing I signed for, I called to ask Jason P [redacted] provide me page of the contract to show MONTH TO MONTHit's including with this letter , I expect Habortouch call Jason P [redacted] to verify and waive the cancelation fee as a part I singed for went with the contractThe saleman Jayson p [redacted] told me if some reason I do not happy with it, just closing my bank account ( account provided to Habortouch) then contract will cancel automatically without pay anything Then I closed my account and now it created some more fee in my accountI never receive any bill from Habortouch so I did not knowHabortouch just send statement to email [redacted] in their file, that is not my emailthis was fill out by Jason P [redacted] and all the other part of the contractI could not read all very small printed in the contract but whatever term and promised when I singed my co worker heard and can be for the witness for it

Harbortouch agrees to the requested resolution and will provide the proper documentation in order to close this accountA customer service representative will be in contact

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: The Harbortouch response is factually incorrect In addition, the first sentence in their response makes no senseHarbortouch claims that our complaint is a byproduct of buyer's remorse They state this is because the "merchant feels (the POS sys) is to complicated" They have completely or intentionally missed the point of our complaints Our statement that the system was complicated was the basis of our request for more help in terms of training and service Initially, we took the online training Our equipment had not yet been installed so we could not actually practice on it The training was quite superficial - the "class" only covered about of the options in their software; their software has well over options on which we were never given training There was no manual or in-depth online training Nor was any on-site training offeredIn addition, because Harbortouch failed to deliver the system to us before we opened the store, we had no opportunity to practice with the system and to seek solutions to both our training needs and the programing errors which were eventually discovered that actually precluded us from using the system for the first week or so that we had it We were forced to calculate and hand write every receipt for our customers (our store is in a busy mall, which made for total chaos in checking out our customers)When we spoke with our sales rep about the fact that we could not sign on and the great confusion we were having trying to learn the systemhe suggested using their fact sheets We used those, but got nowhere since they did not address the issues we were havingWhen we called back in the early evening to get help, we were told that we could only get someone to work through the multiple problems we were having "if our computer was on fire", saying that they could only help us after their hours on one or two questions We were told no comprehensive assistance was available in the evenings However, our contract with Harbortouch specifically contains the following: "Section 3(a) .the merchant shall be entitled to hour a day, day a week remote technical support for the equipment .and/or software"With the help of their technical assistance rep that we had to insist help us that evening, we were able to fix the signiissue However, one of the screen issues still seemed to perplex the technical service rep We still had no idea how to use many of the options, nor could we get the ones we were trained on to workWe repeatedly told our sales rep of our difficulties When Harbortouch finally contacted us about training, they called in the middle of the day, right when we were the busiest, assuming we could drop everything and ignore our customers to discuss our difficulties Harbortouch had no understanding of the fact that none of this would have happened had they gotten the equipment to us before we opened Even when we got in touch with them later, no on-site training was offered that would have both resolved our technical issues and ability to use the systemBy this time, we were completely frustrated as many days had passed with no working system, no prospects of effective training and still working with hand-written receipts and calculators! Despite repeated emails and calls to our sales rep, we were getting nowhere with respect to training and service We finally felt we had to cancel the contract since we had a system that was only gathering dust as our frustration builtTo add insult to injury, after we cancelled the contract, we were informed in a Harbortouch letter to us dated January 9, 2014, signed by Terrence PSullivan, Junior Counsel, that on-site training was sometimes available This was never offered despite our repeated expressions of frustration with the lack of training and service Had this late mention of on-site training been presented as an option before our store opening or even during our first week of operation, we would no be in this position today If Harbortouch had been remotely as aggressive in addressing our requests for help as it has been in responding to our cancellation, we would not have cancelled the contractUpon our cancellation, Harbortouch charged us the full amount of our outstanding contract --$8,-- as a cancellation penalty This assessment was extremely excessive in light of the fact that we returned the equipment in the same condition as we received it and they spent little time programing our company data For comparison, after we cancelled the Harbortouch contract, we purchased a different POS system which arrived within a few days, was installed in hours by a professional installer and was programed by us in hoursWe were fully operational in less than business days! This compares to Harbortouch receiving our company data on March and then failing to meet our store opening on April Further, when we received the equipment, we still could not use itWe believe the $8,assessment was extremely excessiveWe know the amount of time it took us to program our company data and the cost of installation of the present equipment It totaled $ Therefore, we believe a fair reimbursement to us would be $7, We would be satisfied with a check in that amount Regards, [redacted]

To Whom It May Concern: As has been communicated numerous times to [redacted] , Harbortouch is not permitted to remit funds to his client as a result of but not limited to Executive Order [redacted] (December 19, 2014)This prohibition remains in effect despite Harbortouch's good faith efforts to continue the relationship in compliance with this Executive Order

The merchant is being offered the chance to settle this complaint and his complaint with our company by providing the forms of identificationThis is a requirement and policy to ensure that sensitive information pertaining to a merchant account as well as the individual owning such accounts is protected and not subject to fraudulent activityPlease provide the requested information as laid out on the response form the merchant has provided with his complaint to the outlined group necessary to advanceOnce that information is provided Harbortouch will as stated in the letter help to the best of our ability

Harbortouch provided the merchant with an explanation for the 28% withholding on his account which he referred to in his initial complaint The explanation is to inform the merchant that Harbortouch is in compliance with the IRS in accordance with Section *** The contact information we have on record is what the merchant provided to Harbortouch when the merchant account was opened Harbortouch used this information in its attempt to reach the merchant multiple times via telephone and email It is the responsibility of the merchant to provide updated accurate contact information on their merchant account I am attaching a copy of the Merchant Transaction Processing Agreement and an email correspondence to the merchant dated January 2, Legal Group Harbortouch

We are sorry to hear of the merchant’s dissatisfaction with Harbortouch 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 whatever we can to make the merchant a satisfied Harbortouch customer On June 19, the merchant entered into a Harbortouch Merchant Transaction Processing Agreement (“Processing Agreement”)The Processing Agreement governs the terms and conditions whereby Harbortouch agreed to provide the merchant’s business with processing services for credit/debit card transactionsThe 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 enclosedThe merchant received a copy of the Terms and Conditions prior to signing the Merchant ApplicationHowever, you may also access the Terms and Conditions at www.harbortouch.com/terms 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 above After a detailed review of the merchant account, Harbortouch has closed the merchant account in its database on January 11, and has written off charges totaling $ On February 23, Harbortouch received delivery of the processing terminal from the ISOThere has been no derog placed on the merchant's credit Nothing contained herein should be deemed an admission or waiver of Harbortouch’s rights under applicable lawHarbortouch expressly reserves all of its rights, remedies and defenses in law or in equity Legal Group Harbortouch

Harbortouch is exploring having the onsite presence the merchant is requestingWe attempted to communicate with merchant today (7/18) to schedule a time and day next week to accommodate this requestIf merchant can provide the aforementioned, Harbortouch will work to accomodate

We are sorry to hear of Mrand Ms [redacted] ’s dissatisfaction with services provided by Harbortouch yes;"> 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 I would like to clarify to the merchant that there are two (2) distinct Agreements: 1) Merchant Transaction Processing Agreement: On November 5, 2014, [redacted] entered into a Harbortouch Merchant Transaction Processing Agreement (“Processing Agreement”) The Processing Agreement governs the terms and conditions whereby Harbortouch agreed to provide the Ms [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 Ms [redacted] received a copy of the Terms and Conditions prior to signing the Merchant Application However, the merchant may also access the Terms and Conditions at www.harbortouch.com/terms The Processing Agreement has a three (3) year term 2) POS System Service Agreement: On November 5, 2014, Ms [redacted] also entered into a Harbortouch POS System Service Agreement (“Service Agreement”)The Service Agreement governs the terms and conditions whereby Harbortouch agreed to provide Ms [redacted] ’s business with two free POS systems based on her commitment to enroll in a five (5) year agreement for support service based on a monthly fee and other applicable chargesThe Service Agreement consists of Exhibit A and the Service Agreement’s terms and conditionsA copy of the Service Agreement is attached to this letter Harbortouch shipped the POS equipment to the merchant and on January 6, the merchant indicated to the sales rep that he refused the shipment Harbortouch received the returned equipment on January 7, Harbortouch recognizes that the merchant never processed transactions and/or used the equipment Therefore, Harbortouch has waived the POS Service Agreement ETF (early termination fee) which would have been $x months remaining in the contract signed by Ms [redacted] Since the merchant refused the shipment the costs of return shipping would be at the merchant’s expense Harbortouch is waiving this cost of $ The merchant’s account has been charged an ETF for the Processing Agreement as referenced aboveThe ETF is $x the number of months (33) remaining in the contract Prior to deploying equipment for shipment Harbortouch invests considerable time and efforts building the product to the merchant’s specifications for the merchant’s business needs Once a POS System is built specifically for a merchant and then deployed it is no longer considered a new product Once the POS System is returned it is no longer possible for Harbortouch to issue that product as newThere is a cost of depreciation and a restocking fee of $is charged Currently there is and outstanding balance of $1,active in collections After a careful review of the account and the involved circumstances, Harbortouch will waive the charges excluding a $restocking fee I encourage the merchant to contact the Harbortouch Collections at to resolve the $remaining balance Legal Group Harbortouch

We are sorry to hear of [redacted] ***’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 Ms Guest entered into a Merchant Processing Agreement on 1/2/with [redacted] now operating under Harbortouch Payments, LLC The Processing Agreement consists of the Merchant Application and the Terms and Conditions, together with its addenda, attachments and schedules I am attaching a copy of the Merchant Transaction Processing Agreement (“Processing Agreement”) and attaching a copy of the Terms and Conditions The merchant received a copy of the Terms and Conditions prior to signing the Merchant Application The Processing Agreement has a minimum three (3) year term as per Section of the Terms and Conditions At the end of the initial term the Processing Agreement automatically renews for an additional two (2) year periodsThe termination of the agreement requires the written request of the merchant prior to any renewal period Please see Section of the Terms and Conditions for further details and Section Dof the Merchant Processing Agreement Harbortouch received written notice from the merchant dated 2/6/of her request to cancel her processing account and an early termination fee of $(months x $35) was applied for the remaining months on your account A remaining minimum processing fee of $ remained unpaid These charges were rejected and NSF fees were applied totaling $ Harbortouch has forwarded the account to an outside collection agency In order to amicably resolve this matter, and in consideration of your position, it is suggested that you pay $to Harbortouch ($minimum + $NSF fees), and reopen your account, then process until 12/4/ On 12/4/ your contract would be over and you would just submit a written request to Harbortouch to close your account

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: As stated in my previous complaint, I do not have any other forms of ID's other than my driver's license which includes my address and signatureHow many ID's can one have? Harbortouch is required by law under FACTA rules and regulations to send the information requested by a consumer if regarding identity theftI do not believe I need to prove my identity any further as this request pertains to information on an account listed on MY credit file that I do not recognizeRegards, [redacted] **

Harbortouch reiterates is prior response It is not Harbortouch’s policy to “..contact and close the other processors contract, and pay the contract fee associated with breaking lease with other processor ” 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 between the merchant and Harbortouch is the written Agreement signed and dated as referenced in our prior response Harbortouch has issued a $courtesy credit to the merchant which will be reflected on her next billing statement Legal Group Harbortouch Payments, LLC

We are sorry to hear of the merchant’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 and, if given the opportunity, will do whatever we can to make the merchant a satisfied Harbortouch customer There are two distinct agreements: A Merchant Transaction Processing Agreement On December 7, the merchant entered into a Harbortouch Merchant Transaction Processing Agreement (“Processing Agreement”)The Processing Agreement governs the terms and conditions whereby Harbortouch agreed to provide the merchant’s business with processing services for credit/debit card transactionsThe 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 enclosedThe merchant received a copy of the Terms and Conditions prior to signing the Merchant ApplicationHowever, you may also access the Terms and Conditions at www.harbortouch.com/terms (See Section and of the Terms and Conditions for details regarding term of agreement and termination.) B Point of Sale Service Agreement On December 7, 2015, the merchant entered into a Harbortouch Elite POS System Service Agreement (“Service Agreement”)The Service Agreement governs the terms and conditions whereby Harbortouch agreed to provide your client’s business with two (2) Elite POS systems, at little to no upfront cost, based on his commitment to a three (3) year agreement for support service based on a monthly fee and other applicable chargesThe Service Agreement consists of Exhibit A and the Service Agreement’s terms and conditionsA copy of the Service Agreement is attached to this letter On February 1, the POS System was installed at the merchant’s business location; please see the attached Install Sheet dated February 1, On the day of installation training was offered via webinars for the owner and employees at convenient times 24/The merchant never took advantage of the free training services offered Additionally, Harbortouch provides our merchant customers with POS Systems, at little to no upfront cost This includes all of the necessary hardware, software and installation of the equipment We then support our merchants by offering 24/customer and technical support We do this strictly in reliance on a merchant’s commitment to enter into the three (3) year Service Agreement If a merchant terminates its commitment prior to the end of the contract, we suffer substantial financial lossesTherefore, we are extremely vested in the success and financial viability of our merchants Regarding the processing of chip cards, Harbortouch can provide the merchant with a [redacted] and [redacted] credit/debit card terminal that are EMV compliant The merchant can ship the POS System equipment to Harbortouch Payments, LLC, NIrving Street, Allentown, PA (provide Merchant Account ID inside carton(s) All processing fees and charges incurred by the merchant are valid in accordance with the terms and conditions of the Processing Agreement and the POS Service Agreement Nothing contained herein should be deemed an admission or waiver of Harbortouch’s rights under applicable lawHarbortouch expressly reserves all of its rights, remedies and defenses in law or in equity Legal Group Harbortouch

I am sorry to hear of the merchant’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 and, if given the opportunity, will do whatever we can to make the merchant a satisfied Harbortouch customer Merchant Transaction Processing Agreement On March 23, the merchant entered into a Harbortouch Merchant Transaction Processing Agreement (“Processing Agreement”)The Processing Agreement governs the terms and conditions whereby Harbortouch agreed to provide the merchant’s business with processing services for credit/debit card transactionsThe 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 enclosedThe merchant received a copy of the Terms and Conditions prior to signing the Merchant ApplicationHowever, you may also access the Terms and Conditions at www.harbortouch.com/terms The Processing Agreement is for a three (3) year term and automatically renews for consecutive two (2) year terms Please see Section and of the Terms and Conditions Point of Sale Service Agreement On August 21, 2013, the merchant entered into a Harbortouch POS System Service Agreement (“Service Agreement”)The Service Agreement governs the terms and conditions whereby Harbortouch agreed to provide the merchant’s business with a POS system, at little to no upfront cost, based on his commitment to a five (5) year agreement for support service based on a monthly fee and other applicable chargesThe Service Agreement consists of Exhibit A and the Service Agreement’s terms and conditionsA copy of the Service Agreement is attached to this letter I refer the merchant to Sections 4.5, and of the Service Agreement Terms and Conditions for further details regarding termination of the Service Agreement Regarding the claim that the documents are forged, it is Harbortouch’s policy to require three (3) forms of identification to determine the validity of the merchant’s signature in comparison to the documents in our file I encourage the merchant to contact our Account Resolution Manager at ###-###-#### to provide three forms of identification to verify the merchant’s signature Furthermore, Harbortouch procedure with new merchant accounts is to verify information provided on the agreements Harbortouch validates information provided with merchants prior to the completion of account setup and before shipping processing terminals and POS equipment The merchant processed extensively since March and utilized POS services since August without any prior indication the contracts were fraudulent The merchant benefitted from Harbortouch services provided over the course of three years processing hundreds of transactions for both of his merchant accounts Should the merchant choose to cancel both agreements then early termination fees will be applicable for the Processing Agreement and for the Service Agreement in accordance to the Agreements and the Terms and Conditions I encourage the merchant to contact our Account Resolution Manager at ###-###-#### Nothing contained herein should be deemed an admission or waiver of Harbortouch’s rights under applicable lawHarbortouch expressly reserves all of its rights, remedies and defenses in law or in equityLegal Group Harbortouch

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: This is the FIRST I've ever heard of me being in a 3-year contractDespite my repeated questioning regarding such matters I was never told of such a contractI am a new business that sell Snow-Cones and operates seasonallyI would NEVER enter into such an agreement as I live in Northern Nevada and it is only warm enough to sell snow-cones May thru AugustThis is the EXACT type of questions I asked the sales person Anthony M***I was told there was 3-year contract but it was for those who agree to take their high dollar POS equipment, NOT the phone swiper that the size of a quarter and plugs into my phoneI have the emails to prove it and this company was purposefully vague in explaining such any commitment despite my repeated questioning Regards, [redacted] ***

On, February 10, the merchant entered into a Harbortouch Merchant Transaction Processing Agreement (“Processing Agreement”)The Processing Agreement governs the terms and conditions whereby Harbortouch agreed to provide the merchant’s business with processing services for credit/debit card transactionsThe 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 enclosedThe merchant received a copy of the Terms and Conditions prior to signing the Merchant ApplicationHowever, you may also access the Terms and Conditions at [redacted] I refer the merchant to the Terms and Conditions Addendum Section regarding the reserving of funds if determined by the Bank and/or Harbortouch After a detailed review of the account the funds were held in response to late presentment of batched funds The late batching of funds puts the bank at risk for chargebacks from the cardholders conducting transactions with the merchant To alleviate the risk of late presentment the Bank and/or Harbortouch can determine to hold funds for amounts considered at risk The hold on the merchant’s account was released as of July 2, Legal Group Harbortouch