Harbortouch

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

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
On June 25, 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 as per
the Terms and Conditions Section Term of Agreement and Section Termination
of Agreement.
I refer the merchant to Section Dof the Processing
Agreement for explanation of the applicable early termination fee and the terms
of termination.
The merchant is currently in
a two year renewal term with approximately months remaining in the term. The ETF is $x totaling $630.00. Harbortouch will reduce the ETF to $I
encourage the merchant to contact customer service at to submit
the required form to cancel the merchant account
All processing fees and charges incurred by the merchant are
valid in accordance with the terms and conditions of the Processing Agreement inclusive
of the Terms and Conditions
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

[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: ***
I am rejecting this response because:When the *** *** Museum called to cancel our account we were told that our application had not yet been received Harbor Touch confirmed with us a week later after we cancelled that they had just received our application and was discarding it There was no need to check the Executive Director's credit report because the account was cancelled weeks before Harbor Touch received the application with the Executive Director's social security number The Executive Director, *** ***, has personally obtained the legal council of Lexington Law whom assert that Harbor Touch can very well remove this inquiry and they demand that Harbor Touch do so Ms*** was instructed to draft a letter requesting in writing that this "hard inquiry" be removed from all of the credit reporting bureaus Letters were also sent to Experien, Equifax, and Transunion To date this has still not been removed from Ms***'s credit report Also, Harbor Touch reported that this was an application for a loan which it was not As Harbor Touch has admitted it was an identity verification check which should have been reported as a "soft inquiry"The *** *** Museum continues to maintain our position that we require a full refund and that this item be removed from the Executive Director's personal credit report
Regards,
*** ***

[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: ***
I am rejecting this response because:
It seems Harbortouch has an automated response they use for complaints because they addressed issues that were not in my complaint but failed to address my actual complaints Throwing a bunch of legal garble at someone is not an adequate resolution to a complaint In response to their statements: We in fact DID utilize the online training, more than once However, that is an irrelevant point because we were not complaining about the software or troubles using it The only complaint we had regarding the software was that it was programmed incorrectly and would not scan our products That does NOT constitute lack of training on our part We did however complain about the lack of support and customer service They claim to offer these but apparently we have a different definition of what customer support involves The morning of our installation we called that customer support because there were issues It was over hours later when someone returned our call and then they couldn't help so they forwarded us to someone who didn't even call back until the following day! Were we to close our doors because we didn't have an operational system and processing? The tech that installed our equipment can vouch for the lack of customer support and service because he was on hold over an hour before he could sign off on the install As far as "little to no upfront costs" we paid nearly $to attain the "necessary" equipment that came without the wireless scanner our sales rep promised and it came without the EMV compliant terminal They tore down our current operating system and installed a system we couldn't use because the processing fees were NOT what our sales rep told us they would be It also wouldn't accept chipped cards The system was programmed incorrectly so we couldn't scan our product yet somehow all of this is our fault because they offer online training? It sounds more to me that they plain and simple DID NOT PROVIDE THE SERVICES THEY PROMISE AND ARE CONTINUING TO BILL US FOR If a salesman makes representations that are and gets you to sign a contract based on those representations it is fraud If you are told they will honor your current processing fees then you expect when you sign the agreement that those promises are being met Still, we tried to have this corrected thru the infamous customer service who didn't call until the NEXT WEEK to address our concerns with processingBesides the issues with processing and the fact the "necessary" equipment needed to run cards and scan our products didn't exist we also couldn't print our reports, couldn't do our online ordering and the processor they did send wouldn't go to a dial up back up All very "necessary" elements of our business that were not disclosed Because no one from customer service or support bothered to call us back and address our problems we were forced to tear down their equipment and reinstall our own so that we could operate our business By the time someone called I informed them it was a little too late and that I wanted our service terminated and an address to return equipment This was the 1st of February that I informed them I no longer required or welcomed their services It is over months later and they continue to bill me for processing I have never used I tried relentlessly to have the service terminated and get an address to return equipment The "customer support" didn't respond to a single inquiry (I have kept copies for proof) that I made for an address I tried calling and Harbortouch would inform me that I needed to talk to the sales rep who would just send me back to Harbortouch All I wanted was to terminate but continuously got a run around I have been forced to carry a service that I very openly expressed I did not want and couldn't use I have shipped the equipment back and included the tracking numbers in this response The "little to no up front costs" I have incurred are now over $plus the processing fees I am being billed for that I have never used and now I have legal fees as well As I resolution I propose that Harbortouch DISCONTINUE FOREVER trying to take money from the account I have revoked access to before they stole $5, I will agree to pay the fees the tech charged to install the equipment and that should conclude our business with Harbortouch with no further actions or fees I will not agree to pay the termination fee for a product I could never use because of lack of disclosure and misrepresentation by the sales rep as well as NO customer support when customer support was part of the agreement I never wanted this problem to go this far but was left with no alternative because of the treatment I have received.
Tracking numbers: packages, signature required
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Regards,
*** ***

The account with Harbortouch is closedUnfortunately due to this status, we are unable to process any sort of refundsWe have no contract in hand thus we cannot proceed with this requestThe merchant has and will again be advised to process any said refund through the new processorThe original
sale if in fact was processed through us, would be the valid sale thus the rekey of the transaction on the new processor would be subject to the charge backHarbortouch advises merchant to work with new processing company to facilitate the refund

[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 made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Harbortouch recognizes that Ms*** has been a valued
and loyal customer since September 23,
We aredisappointed to hear ofMs***’sdissatisfaction with Harbortouch’s
products and servicesHarbortouch values each merchant it serves, realizing
that exceptional customer service is just as important as competitive pricing
and innovative productsWe take the loss of a customer’s business very
seriously.
On September 23, 2008, Ms*** entered into a
Harbortouch Merchant Transaction Processing Agreement (“Processing Agreement”). The Processing Agreement governs the terms
and conditions whereby Harbortouch agreed to provide MsWood’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***
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. 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 Term of Agreement
Harbortouch requires cancellation requests in writing. We will 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.
All
fees and charges incurred are valid in accordance to the Processing Agreement
inclusive of the Terms and Conditions.
Harbortouch has closed the merchant’s account in its database on January
15, and applied the early termination fee Harbortouch is willing to waive the $
termination fee and we will refund the compliance fee charged to the account on
January 3, in the amount of $reducing the balance in Harbortouch
collections from $to $156.50. I
encourage Ms*** to contact Harbortouch Collections Department at
###-###-####
Harbortouch
will be sending the merchant a shipping label and any other necessary materials
to return the processing equipment at no charge to her.
Legal Group
Harbortouch

After review of the account the merchant asked for and received help until the merchant cancelled accountMost of the notes in our system are that of lack of knowledge with continuous on call trainings being performedIt is the stance that Harbortouch has fully acted within the terms of service
provided all elements to satisfy the merchant, however the merchant in the end was not satisfied or the system was too complex forThe ETF which was agreed to upon signing of the agreement was billed and thus will stand

Please find attached

[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: ***
I am rejecting this response because:
The sales representative was told explicitly what our company did and how we needed to process paymentsHe misrepresented himself and Harbourtouch when he signed our company up for their services.
Although the company admits to no wrong doing, I still have customers who have yet to receive refunds from HarbourTouch despite the fact that our company issued them over weeks agoHarbourTouch has never deposited the money into our account for the sales and refuses to return it to the customer either They are holding funds from customers in the amount of over $14,This is the equivalent of theft by holding funds that are not theirs to hold.
Regards,
*** ***

I use Harbor Touch POS at businessesOne is pub, the other a restaurantWe have minimal issues, and have tried other POS services before, and have had the best results with 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: ***
I am rejecting this response because:
Regards,
*** *** I am rejecting this responsein 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 signatureFurther, 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!
By law companies are required to validate debts within days but yet, they are still reporting on my credit report "FRAUDULENTLY"

In response to the merchant’s complaint, Harbortouch’s position is as follows:
Harbortouch delivered a functioning POS System that was fully capable of processing sales transactionsHarbortouch does not guarantee delivery of a POS System, but does use all commercially reasonable efforts to meet a merchant’s expectations
Harbortouch provided the merchant with our standard training servicesHarbortouch made reasonable attempts to respond to the merchant’s additional training requests
All fees, charges and billings were done so in accordance with the POS System Service Agreement and Merchant Transaction Processing AgreementThe Early Termination Fee is not a penalty, but instead a reasonable estimate of Harbortouch’s anticipated damages caused by the merchant’s termination of the Service Agreement prior to the expiration of the term commitmentThe Early Termination Fee is intended to reimburse Harbortouch for the considerable upfront investment Harbortouch made (at no cost to the merchant), which included the POS System, software, peripheral equipment, installation, training, customer service, and technical support.
Harbortouch values each merchant we serve realizing that exceptional customer service is just as important as competitive pricing and innovative productsWhile we are not willing to return any funds to this merchant, we are willing to make considerable price concessions if the merchant chooses to return to Harbortouch customer

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

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 Dof the
Merchant Processing Agreement and to Sections and 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 chargesThe Service Agreement consists of Exhibit A
and the Service Agreement’s terms and conditionsI 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
to discuss the various payment options that may be available to
him. Harbortouch is more than willing to
work with *** *** to resolve his outstanding balance.
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

[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]
the instruction was for me complain with my bank , not to harbortouch refund my money they told me to call my bank and complain with them , but they not the one to make the mistake I do not agree with harbortouch they was suppose to refund my money in no more than days and I had more losses due to they mistakes
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

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, *** *** entered into a Harbortouch Merchant Transaction Processing
Agreement (“Processing Agreement”). The
Processing Agreement governs the terms and conditions whereby Harbortouch
agreed to provide *** ***’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. *** *** received a copy of
the Terms and Conditions prior to signing the Merchant Application. However, he may also access the Terms and
Conditions at ***. 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 Term of Agreement
Harbortouch does
not offer month to month Agreements
In accordance to the Processing Agreement Dinclusive of the Terms and Conditions
as referenced in Section titled Termination of Agreement. The Agreement is for a three (3) year term
and an early termination of $or $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*** 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, 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
*** *** 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

The issues described in the complaint should have all been resolved as of this rebuttal, which was relayed to the sales representative on 5/whom is in contact with the merchantHowever the underlining issues were worked and all promises were kept, thus all contractual obligations
stand

[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: ***
I am rejecting this response because:
I have a copy if the contract which said nothing and was blank u filled it in afterwards I have the original email and print outs so how are u gonna explain y u send blank docs to be digitally signed and then fill in afterwards how much is the cancellation fee because legally in Mississippi u can't even charge more than to cancel a contract
Regards,
*** ***

In response to the merchant's request attached is a written notification of account closure and no further obligation to Harbortouch
Legal Group
Harbortouch