LEADERS

Leaders Merchant Services strives to provide every merchant with
the highest quality merchant services possible, and to receive a complaint such
as this is unfortunate. As a result of this complaint LEADERS has investigated
what the merchant has been billed versus what was in their contract. All...

rates
and fees billed to the merchant were part of their signed contract. Each merchant
has the opportunity to review the contract prior to signing and agreeing to all
terms. In addition, LEADERS ensures each merchant has a copy of their signed
contract e-mailed to them immediately after they sign and submit the contract.
If the information in the signed contract did not reflect what the merchant and
the sales representative discussed then the merchant should not have signed the
contract. Leaders was never able to collect any fees for this account, and as a
good faith gesture, all collection balances have been waived. The account is
now closed, the merchant has no further obligation. LEADERS would like to wish
the merchant much success and considers this complaint resolved and closed.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10407334, and find that this resolution is satisfactory to me.
Regards, [redacted]

LEADERS has been serving our merchants since 2000.We strive to resolve all complaints our merchants have as quickly andaccurately as possible. In our efforts to resolve this merchant’s issues,LEADERS has thoroughly reviewed our Merchant Service records, which include theMerchant’s...

signed Agreement. All rates and fees have been clearly indicated inthe contract for the merchant to see prior to signing. If for some reason thesales representative failed to go over any fees the merchant will be charged,the contracts detail the fees so the merchant can clearly see them beforesigning. This merchant’s signed agreement acknowledges they read the agreementand agreed to all rates and fees. As a good faith gesture, LEADERS will refundthe $350 Early Termination Fee. The merchant should see this refund inapproximately 7-10 business days.  LEADERS wishes the merchant good luck andconsiders this complaint resolved and closed.

Complaint: 11676696
I am rejecting this response because:
I am responding late to the complaint #11676696 since I have had surgery on my eyes. After reading the response from the vendor, all the facts are false. I originally contact the company and a another company inquiring about credit card services for my customers. After my first conversation on the phone, I was thinking about it. I was receiving consistent phone calls daily to join their service. I was extremely explicit as to the terms of the service that I needed. The person at Leaders assured me that this is exactly how I would be provided service. I accepted what our verbal agreement was and I explained the I was not able to read the contract that she was insisting that I needed to sign. I found that not to be problem since they need to provide this agreement to my TD Bank so they could link my credit card service to my checking account. I explicitly explained that since I take care of surgery patients on a very inconsistent basis, I could not be a part of their service if I had to pay a monthly fee. I explained that I did not mind if I needed to pay a higher percentage per each activation of the service. The person at Leaders reassured me that that was perfectly fine and that I would not be responsible for any other fees. I only get patients very infrequently. Maybe I can have two patients in one month and no other patients for 6 months. Then I get my statement from TD Bank with charges being deducted for May and June in the amount of $39.95 each. When I called the manage at the corp. office he said he would listen to the recorded phone call. He then assured me that I would not have to pay anything at all and that he would refund all my charges because in the recorded message it was not explained to me correctly. I asked him that I wanted to cancel my service but he assured me that he could work the plan for me "any way that he wanted to" and assured me that I would not need to pay anything at all except when I used the service.
 The manager waited 4 months to credit my TD Bank Account for May and June that were erroneously charged. That was not the agreement. This happened after tons of phone calls. Then he decides to continue to withdraw money out of my checking account in the amount of $129 which he refuses to refund. He promised that I would pay zero because the service was not explained to me correctly and I made it absolutely clear what terms and conditions I would accept due to the nature of my business.
Regards,
O[redacted]

As a leader in the merchant services industry, Leaders Merchant Services, LLC, endeavors to provide superior merchant processing services to all of our merchants. In our efforts to resolve this merchants issues, LEADERS has thoroughly reviewed our Merchant Service records, which include the...

Merchant’s signed Agreement. The signed Agreement clearly indicates that the Merchant has, in fact, been billed correctly according to the documents they signed. To ensure full disclosure during the application process, LEADERS created an Online Application. During this Online Application process, on their computer screen, the merchant can clearly and easily see each and every rate and fee as well as the complete terms and conditions applicable to the Merchant Account they will be opening with us. In addition, once the merchant completes the Online Application, they are sent a link via the same e-mail address the application is sent to that will allow them to print a hard copy of the documents they signed. These documents also include the Rates, Fees, Terms and Conditions for their Merchant Account. LEADERS has all merchants sign an agreement so there is no confusion about what they are going to be billed. If the application does not reflect what the representative discussed with the merchant then the merchant should not sign the contract. All LEADERS sales representatives are trained to explain the fees a merchant will be billed, clearly there was a misunderstanding between the merchant and the signed contract and the sales representative, but all fees billed to the merchant were covered in their signed contract. LEADERS cannot honor the fee schedule the merchant states they were told, because we do not have any evidence she was ever quoted these amounts. As a good faith gesture LEADERS will refund $25.55 the merchant was billed for their October 2014 month end fee and close the merchants account. If the merchant would like to keep their account open with LEADERS they would only need to contact customer service and advise them they would like to keep their account open, but they would only be able to do so with the fee schedule in their signed contract. LEADERS would like to wish the merchant much success and considers this complaint closed.

Since 2000, Leaders Merchant Services, LLC, has upheld one of the largest Risk, Chargeback and Fraud departments in the industry. In our efforts to resolve the issues stated in this complaint, LEADERS has thoroughly reviewed the merchants signed Agreement (formed by the 4-page Merchant Application,...

and the Merchant Services’ “Program Guide”). LEADERS would like to refer the merchant to the Merchant Services’ “Program Guide”, page 20, section 12 “Association Compliance”: ‘MasterCard, Visa and Discover have established guidelines, merchant monitoring programs and reports to track merchant activity such as, but not limited to excessive Credits and Chargebacks, and increased deposit activity. In the event you exceed the guidelines or submit suspicious Transactions as identified by an Association or any related program or reports, you may be subject to: (i) operating procedure requirement modifications; (ii) incremental Chargebacks and/or fees; (iii) settlement delay or withholding; (iv) termination of your Agreement; or (v) audit and imposition of fines.’ It is the merchant’s responsibility to know and to understand the terms of the signed Agreement prior to processing credit cards. The transactions that the merchant processed were flagged by our risk department as suspicious and had to be verified. The merchant was not able to provide the information required to release the funds immediately and opted to refund the transactions and close his account. The risk department should have advised the merchant to contact customer service for closing procedures and for that we apologize. Since the transactions were processed and refunded there is a cost for the processing of both the transaction and the refund by the Association. LEADERS did offer to cover the cost of the refund for the merchant in the amount of $110.12, so we will in good faith go ahead and issue that refund. We will also close the account with no ETF per this complaint request. The merchant should expect his refund in 7-10 working days. All other fees are the responsibility of the merchant. LEADERS considers this complaint resolved and closed.

Complaint: 11178538
I am rejecting this response because:
Leaders response dated March 8th, 2016 is unsatisfactory. "This Issue Is Not Closed".
 "The enclosed Merchant Processing Account Application", was signed and dated and returned to Leaders, June 12, 2013. The enclosed document is dated two years prior to the June 2015 telephone conversation that I had with a Leaders representative. Two years before the June 2015 conversation. 
Review the date and facts in the printed text in the signed and dated merchant application.  
Leaders is attempting to use the June 2015 phone conversation as a ploy and tactic to avoid their responsibility of excessive fee charges, and repaying me the over charged fees. The June 2015 telephone call is irrelevant to the date of the signed Merchant agreement on June 12, 2013.
Pages two and three of the merchant agreement, states my position: Monthly Customer Service: Free, and A $0.00 monthly Regulatory Fee will be assessed to each Merchant account.
"Based on the fact that they continued to use their merchant account through September 2015,
they must have been satisfied with the changes they agreed with CS on that call".
This statement made by Leaders is totally avoiding the issue.
That has nothing to do with the signed and dated Merchant Processing Application document enclosed in this e-mail.
 [redacted],
 Step back and visualize the personality of the person or persons that is continuously arguing  
about an issue that shows documentation and proof of my complaint.
The argument that Leaders is making does not address the issue. Leaders is running from the truth.
They are merely  tossing words around wasting your time and mine. Insulting my intelligence, and the B.B.B.'s  intelligence as an agency.
Regards,
[redacted]

Leaders Merchant Services strives to provide every merchant with the highest quality merchant services possible, and to receive a complaint such as this is disheartening. As a result of this complaint LEADERS has investigated what the merchant has been billed versus what was in their contract....

All rates and fees billed to the merchant were part of their signed contract. LEADERS ensures each merchant has a copy of their signed contract e-mailed to them immediately after they sign and submit the contract. If the information in the signed contract did not reflect what the merchant and the sales representative discussed then the merchant should not have signed the contract. As a good faith gesture LEADERS will close the merchants’ account per the request in this complaint and waive the $350 ETF. Since the merchants account is closed and the merchant has not yet processed in the month of March, the merchant should not receive any further debits from her bank account. LEADERS would like to wish the merchant much success and considers this complaint resolved and closed.

Leaders Merchant Services strives to provide every merchant with thehighest quality merchant services possible. All merchant accounts cannot beclosed without a signed closure form by the owner of the business. After someresearch into this account, we do not show any closure form was sent...

back in2013 or 2014 for this account, nor do we show any communications from themerchant to verify their account was closed until the owner contacted ourcustomer service team in May of 2015 requesting a closure. Once the form issent back, it takes approximately 30 days for a full closure. The account wasclosed effective June 19, 2015. The call the merchant received regarding acollections balance is due to an amount owed prior to the account being closedin the amount of $90.19. As a good faith gesture LEADERS will waive thatcollections balance, however all other billing will stand. Since the merchantsaccount is closed the merchant should not receive any further debits from herbank account. LEADERS would like to wish the merchant much success andconsiders this complaint resolved and closed

LEADERS has reviewed the merchants complaint and our records. LEADERS has billed the merchant according to the signed contract, if the merchant did not agree with the fees in the contract then he should not have signed the contract. LEADERS has received notification from the merchants bank that all...

fees billed to him have been rejected. LEADERS will waive the collection balance owed to us by the merchant as a good faith gesture to resolve this complaint. LEADERS wishes the merchant much success and considers this complaint resolved and closed.

LEADERS has confirmed the letter from Allen County Fiscal Court was received and will process the ETF refund as soon as possible. LEADERS apologizes for any inconvenience this may have caused.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10043318, and find that this resolution is satisfactory to me.
Regards,
[redacted]

As a LEADER in the industry Leaders Merchant Services LLC strives to provide the highest quality services to all out merchants. We strive to resolve any issues with our merchants as quickly and efficiently as possible. We have reviewed this complaint along with the phone calls that were...

recorded while the merchant was signing the agreement on the phone with his sales representative as well as the signed merchant agreement. The merchant was billed correctly according to the contract he signed. After listening to the recording of the conversations between the merchant and his sales representative, the representative never mentioned how the processing would break down between the 3 tiers. We are not sure why the merchant believes he was mis-informed by his representative unless he spoke with other merchant service providers looking for the best rates and possibly got our offer confused with someone else. We would like to stress that if the rates and fees were not what the merchant felt he had discussed with his representative he should not have signed the agreement. LEADERS customer service did offer to lower the merchants rates and to refund the difference. The rate change was delayed until December and the refund was not processed as per the promise to the merchant. LEADERS has calculated the refund to be $48.77 and is in process to be being refunded to the merchant. Since this was an error on our part LEADERS will also refund the $129 PCI compliance fee as a good faith gesture. The merchant should see their refunds in 5-7 business days. As a final good faith gesture LEADERS has closed the merchant's account with no Early Termination fee. LEADERS considers this complaint closed and wishes the merchant much success.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 9899081, and find that this resolution is satisfactory to me.
Regards,
[redacted]

The cancellation fee was billed per the agreement this merchant reviewed and signed. This merchant also had the opportunity to review the limits that were listed on the same agreement. With the daily threat of Risk and Fraud in the credit card processing industry, LEADERS takes every transaction indicator seriously. The funds were put on hold due to this merchant processing over their High Ticket limit of $800.00 (not the Monthly Volume of $1,500.00). The Risk Department attempted to contact this merchant via phone however the “call could not be completed as dialed” with the phone number we have on file therefore an email was sent to this merchant. As merchant has been explained on multiple occasions (and again today) the refund was submitted however the merchant would either need to wait the 15 day rejection period or provide screen shot that the early termination fee cleared. As soon as the screen shot is received we can refund the early termination fee. If no screen shot is received then the merchant will need to wait until August 5th.

Worse customer service I've ever been a part of. I was hung up on, transferred numerous times to incorrect extensions, my calls were not returned, and one rep even had the nerve to call me a profanity as she ended her call. Oh, and don't forget the hidden fees. There's a bunch of them!

LEADERS strives to provide the highest quality merchant services in the nation. We regret that a merchant has had to complain to the Revdex.com to get the assistance needed and will strive to make sure this does not happen in the future. All fees billed to the merchant were explained and disclosed to the...

merchant via the signed merchant agreement or the statement message. Each time the merchant called to ask about the fees they were also verbally explained. The section of the merchants statement marked as additional fees can be used for several different fees that are not a monthly fee. Each time the merchant was billed a fee in that section of their statement , the fee was explained when a call was placed to customer service if the merchant did not understand what the charge was for. The merchant closed the account prior to the end of the agreed upon 3 year contract and per the merchants signed contract is responsible for the $250 ETF. LEADERS advised the merchant when they asked to close the account that they were responsible for the Early Termination fee and the fee was mentioned 2 times in the signed contract. Since the merchant did close the account prior to the end of the 3 year contract the merchant is responsible for the fee but as a good faith gesture LEADERS will refund the $250.00 ETF the merchant was billed. The merchant should expect to receive the refund within 7-10 business days. LEADERS wishes the merchant much success with their business considers this complaint resolved and closed.

Complaint: 10133625
I am rejecting this response because:
You have been absolutely misinformed if you think we continued to process cards after we knew why you were holding funds.  Your communication was bare bones.  I left countless messages and my rep gave me the "I'll get this taken care of in no time" speech.  We started out with ONE card reader, hence the reason the requested limit was so low.  Remember when I said that David said "oh just guess its not a big deal."  When I purchased 70+ additional card readers that is when I should of been informed by my rep that we would need to take steps to increase the limit, not AFTER.  We offered to provide financials backing the transactions and even discussed a bond at one point but were stonewalled by your "customer service reps."  Releasing 45k and then releasing 10k is not a courtesy it is a nuisance and no one can provide a reason for the decrease in funds made available.  Calling your customers names is never acceptable.  Your "managers" never returned calls and there were many trying to resolve this.  Holding our funds could of been a much more pleasant experience if your staff wasn't so unfriendly.  If they are paid based on the services they provide I'm not sure how they afford to eat.  Again, no phone calls returned and your response was no apology.  It again was the bare minimum.  Had I not complained to an outside source I would of never received a response and I will state again I left countless messages.  Also, quit referring to the company as a HE, you have dealt with three of us and only one of them has been a man.  Clearly, paying attention to details is not this companies strong suit. 
Regards,
[redacted]

I was very pleased with the service that I received when talking to a physical person on the phone . My account executive was very pleasant and had full knowledge of the service that Leaders Merchants  represents.

Complaint: 10097760
I am rejecting this response because: I am being told that we have been charged $45 a month for the last 6 months because we were not in "compliance" with Leaders PCI agreement when we cancelled our service!! How is it possible that my company was not PCI compliant & we were being charged for that when we had cancelled our service, sent back the equipment, filled out & sent in the cancellation form on MULTIPLE OCCASIONS, & had not ran a single card through Leaders during that entire period? Leaders acknowledges that they received the equipment back which means at the very least they received one of our many cancellation forms because one was put in the box (in addition to the ones we faxed & mailed). So how can Leaders justify charging us a fee for all those months that they refused to close our account by saying we were not PCI compliant when we were not even using their services? It seems as though a lawsuit is in order to recover funds lost in both fraudulent charges made by leaders as well as all the time we have lost dealing with this matter. I certainly hope the Revdex.com will take action to make other business owners aware of the unethical business dealings this company continues to practice.
Regards,
[redacted]