LEADERS

Complaint: 11303068
I am rejecting this response because:LEADERS stated that "LEADERS gives all merchants 90 days to complete the PCI Compliance. If after
the 90 [days] the account is not compliant then a PCI Non-Action Fee is billed." However, the fact of the matter is they had not even once notified me that I needed to complete a PCI compliance questionnaire within that time frame, nor did they tell me what website to go to to do it - they simply started charging the fee without any prior notice. I had to be the one to call them to find this out. That is very poor form on the part of LEADERS. Also, it was NOT clearly disclosed in the merchant agreement that this fee would be assessed, despite what LEADERS claimed. You claim that you lowered "the ESP Fee and
the Monthly Minimum", but you did not state by how much you lowered it - the fact is, you only lowered it by a few dollars (I think it was about $5), which does not even begin to compensate for that $40 fee. I am not just going to sit here while they pull a fast one on me. I call on LEADERS to refund me the $40 fee for the past three months, as the records show that it was never clearly disclosed and was not expressly agreed upon. Additionally, an "enhanced security package" was added to my bill without my consent or agreement. I was willing to overlook that, but since you're still wasting my time on this, I want that fee refunded too. If you simply refund those fees as requested, this matter will be quickly resolved.
Regards,
J[redacted]

Complaint: 11484656
I am rejecting this response because:
The leaders also unlawfully entered me into a three year contact. The documents were digital and I as s guided through the sign up process. I never agreed to hold a xontact for longer than a lease in a new company .[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]
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11427782, and find that this resolution is satisfactory to me. Please let me know when I will be receiving this refund.
Regards,
K[redacted]

LEADERS Merchant Services is a leader in the merchant servicesindustry and works diligently to take care of our merchants. Leaders hasreviewed the merchant’s application and all merchants records. All fees chargedto the merchant are correct according to his signed contract. Our system...

onlybills according to the contract not verbal agreements. If the contract did notmatch any verbal agreements the merchant felt were discussed, then the merchantshould have had his representative update the contract prior to signing it. Inaddition, this account has been open for more than a year and the merchant hasprocessed a significant amount of transactions each month. If the merchant wasunhappy with the charges on the account, the merchant should have called ourCustomer Care department immediately to try and resolve the situation. Insteadthe merchant continued to process for 14 months. Regarding the minimum processing the merchant referred to in hiscomplaint, the merchant was also signed up for the Free Terminal Program whichstipulates that the merchant will process a minimum of $3,000 or he will becharged a fee of $40 for every month the processing volume was less than$3,000. This free terminal agreement and any charges are separate from themonthly fees listed on the merchants application. When the merchant agreed toand submitted the merchant application and free terminal program letter, themerchant was sent a link to access copies of both of these agreements.  As stated above, if the merchant was not happywith any of the contract terms, he should have contacted Leaders immediatelyinstead of processing for 14 months. As a good faith gesture, Leaders hasclosed the account and waived the $250 Early Termination Fee. Leaders considersthis complaint closed.

LEADERS gives all merchants the opportunity to review their agreement prior to submitting to Underwriting. The $30.00 this merchant is talking about is not a monthly fee but a monthly minimum...

that is based off volume processed. LEADERS has confirmed any fees billed have rejected therefore, no refunds will be processed. LEADERS wishes this merchant the best in future endeavors and considers this case closed.

LEADERS is a company of integrity and is loyal to our merchants. We are very disheartened to receive a complaint of this nature. After a careful review of the merchant’s complaint, account notes and the signed contract LEADERS would like to mention that in good faith we have already worked...

with this merchant to resolve issues he has had with our company. We have lowered his rates and changed them to the proper rate structure and refunded the $40 non-pci compliance fee he was billed, although all fees billed to the merchant were in his signed contract. The PCI compliance fee billed to the merchant was $129.00 not $200 and was in his signed contract, but as a good faith gesture LEADERS will refund this fee. As a final good faith gesture LEADERS will refund the Early Termination Fee although the contract he signed clearly states he has a $350.00 ETF all other fees the merchant was billed are his responsibility. The merchant should see his refund in 7-10 business days and considers this complaint resolved and closed.

LEADERS has reviewed our merchant service records and confirmed the only transactions we show this merchant ran and completed were two $0.01 transactions. If merchant is able to provide the...

settlement report or receipt for the $30.00 transaction, we can submit to our Research Department as we do not show any charge for this amount. The $40.74 that was billed was for August’s month end fees as the account was approved August 12, 2016. Unfortunately we are unable to issue any refunds due to getting the merchant approved and activated per the merchant’s request.

LEADERS strives to ensure each of our merchants receive the highest quality service in the industry. LEADERS has reviewed this merchants complaint along with our account records. According to our records it is true the merchant was told that our swiper would work with her Kindle Fire. At the time...

the Kindle Fire was on our compatibility list but we have since been informed the Kindle Fire is not compatible with our system. This account was opened in January 2013. The merchant contacted LEADERS on 3/11/2013 to close her account. The merchant was given closing procedures and a one time courtesy refund of $7.95, her monthly fee for February. The merchant never sent in a signed closure letter which is required to close the account. The merchant had to electronically sign her application to set up her account and the program guide the merchant agreed to adhere to by signing her contract clearly states a signed closure request is required to close the account. The merchant refused to send in a signed closure request to have the account closed so the account remained open. The account could have been used at any point it was open with a different device such as a smart phone or tablet. The monthly fee was clearly stated in the merchants signed agreement and all fee increases have been sent to the merchant via the monthly statement she has received each month and/or letters to the merchant. LEADERS has already issued a courtesy refund when the account was opened due to the confusion about her monthly fees and the non-compatibility issues and gave the merchant closing procedures, the merchant did not comply with closing her account properly so therefore the merchant is not due any refunds on her account. As a good faith gesture LEADERS will take this complaint as a written request to close the merchants’ account and we will waive the $250 Early Termination Fee due to LEADERS for closing the account prior to the end of her 3 year contract. As an additional good faith gesture LEADERS will refund $256.75 in monthly fees to the merchant. The merchant should see the refund in 5-7 business days. LEADERS considers this complaint resolved and closed.

My experience with you and Leaders has been nothing short of excellent!  I have referred you several times and everyone else has also been impressed with what you do. I actually get a response when I'm told you will, if you don't have the answer you tell me so and then go and get the answer. I can only hope that you never go away, because it truly is a pleasure working with you. I give you 5 stars only because that is the highest rating I can give-but you deserve a 10!

LEADERS understands this merchant’s frustration and thoroughly reviewed our merchant service records which includes phone conversations. This merchant was told on different occasions we could...

not waive the processing fees associated with this transaction however we could issue a refund once all fees were charged and cleared. The refund of processing fees and transaction fee for the $12k transaction is $14.14. LEADERS wishes this merchant good luck in future endeavors and considers this complaint closed.

Leaders Merchant Services LLC has been a leader in the merchant services industry since 2000 and we strive to provide the highest quality processing and customer service in the industry. We endeavor to assist all questions or concerns as quickly and accurately as possible and are disappointed to...

receive a complaint such as this. In an effort to resolve this complaint LEADERS has reviewed this merchants’ records and signed merchant processing agreement. The signed agreement contains all fees the merchant was billed including the $350 ETF the merchant was billed for closing their account prior to the end of their 3 year contract. As a good faith gesture leaders will refund the $350 agreed upon in the signed merchant agreement. The merchant should expect to see their refund in 7-10 days as long as the fee clears the merchants’ bank. LEADERS is not clear why the merchant believes we are an affiliate of Square processing but we would like to make it clear that LEADERS is not an affiliate of Square. LEADERS would like to wish the merchant much success with their business and considers this matter resolved and closed.

Complaint: 10865689
I am rejecting this response because:
I want Leaders to clarify in writing that I have NO debt to them since services were never rendered.
Regards,
S[redacted]

Leaders has copies of all the documents referenced in the Merchant’s
latest response.  Leaders is glad to hear that the Merchant has received
all of their monthly statements from us and has reviewed them each month as
they arrived.  As the Merchant can attest, every Statement the Merchant
received from us starts with an important statement message.   The
entire statement message is in all CAPS as the information within that message
each month is VERY important.  Our statement message each month is there
to keep merchants informed regarding things like PCI Compliance, EMV Chip
Technology, Tax Identification Number Matching (TIN) with IRS database as well
as potential Rate and Fee change notifications among other things.  The
Merchant should again read the statement messages on the 21 statements they
have in their possession, and they will see that we did in fact notify them of
Rate and Fee changes in advance and we encouraged them in these messages to
call Customer Service (CS) if they had any questions.  Our initial
response to the complaint noted that the merchant called CS in June of 2015
about Rate and Fee changes on their account and we made various adjustments to
address their concerns.  Based on the fact that they continued to use
their merchant account through Sept 2015, they must have been satisfied with
the changes they agreed to with CS on that call.   Nothing new has
been presented in this latest rebuttal and the facts show we have honored the
agreement and the notice period requirements contained, therefore we
still consider this a closed matter.

LEADERS received a notification that a customer of this merchant was disputing a $300.00 transaction. Because of this dispute, this merchant was billed a $15.00 Chargeback fee. Due to the review done by Risk and this recent dispute, the account will remain closed. If merchant would like additional information regarding the Risk review or needs additional information regarding the disputed transaction, this merchant can call the Customer Service Department at ###-###-#### option 1.
Tell us why here...

Complaint: 11191410
I am rejecting this response because: I was charged fees when I had not been using their services first of all and how can you justify charging a cancellation fee, when you were never set up in the first place.
Regards,
M[redacted]

Complaint: 11774196
I am rejecting this response because:
They have not responded to the refund of the errors and they are lying about the batches if I had not called to see where my $$$ was it would have just sat there also what are etf fees??? And I have not receive any letters but a sept fees bill so that's a lie also so I want to know if I'm receiving a refund for funds lost during ur updates that my machine did not work???
Regards,
[redacted]

LEADERS is one of the top Merchant Services Providers in the country, and to receive a complaint such as this is disheartening. We have reviewed all account records including the signed merchant contract, the account notes and any recorded calls that we had between the merchant and LEADERS....

According to our records all fees billed to the merchant were included in his signed contract. We are not sure where the merchant got the idea that he would not pay any monthly fees above his processing fees. If the contract did not match with what the merchant thought he was agreeing to the merchant should not have signed the contract. The merchant had the ability to download and/or print the contract and the merchant services program guide(booklet) immediately after signing it. The merchant services program guide was/is also available on our website to review prior to signing a contract with LEADERS. The merchant did call in on 2/6/2014 to close his account. He spoke to our retention department and LEADERS agreed to refund the $129.00 annual PCI compliance fee if the merchant would keep his account open. LEADERS did not receive a signed closure letter from the merchant at that time. The merchant called back on 3/6/2014 when he was billed for his February month end fees and claimed he did not want to keep his account open when he spoke to us on 2/6/2014. LEADERS informed the merchant he could close his account but we would need a signed closure letter, the merchant signed the closure letter and sent it back to us, we closed his account on 3/7/2014. As a good faith gesture LEADERS will refund the $75.90 that was billed to the merchant for his February month end fees once the fees clear our reject report in 7-10 business days. The merchant was also billed a $350 Early Termination Fee due to the fact his account was closed prior to the end of his 3 year contract. The $350 ETF the merchant was billed was rejected by his bank so LEADERS will waive this portion of the fees owed to us. LEADERS wishes the merchant much success and considers this complaint resolved and closed

Since 2000, Leaders
Merchant Services, LLC, has upheld one of the largest Chargeback and Fraud
departments in the industry. While LEADERS can appreciate all of the merchant’s
frustrations, our Risk Management department followed Industry-wide standards
and protocol by holding and validating the...

merchant’s monies and transactions
in order to protect against the threat of high risk transactions and fraudulent
activity. Based on specific criteria, the international cards that were
processing through this account were found to be too high of a risk for them to
continue to be accepted, therefore, this account was closed. As a good faith
gesture, LEADERS will refund the Early Termination Fee of $350 once we have
confirmation from the merchants bank that LEADERS did collect this fee. If
there is any rejection from the merchants bank to show the fee was blocked from
being billed, there will be no refund. This process generally takes a few days
to confirm. If this fee was indeed collected by LEADERS the merchant should see
a refund in approximately 7-10 working days. LEADERS wishes the merchant good
luck in future endeavors and considers this complaint closed.

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 Agreement, formed by the 4-page Merchant Application and the Merchant Services' “Program Guide”, clearly indicate 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 application 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 fees billed to the merchant were in the signed application including the $350 Early Termination Fee to be billed to the merchant for closing the merchant account prior to the end of the 3 year term stated in the contract. The ETF is referred to in 2 different sections of the agreement. Reference to the ETF can be found on Page 2 and the full disclosure can be found on page 3 of the contract. Exclusions to the ETF such as going out of business is something we offer if the merchant can supply some official document that shows the business is no longer valid. i.e. dissolution papers. We have no record of a phone call were our representative told the merchant that the ETF would be waived if they were going out of business but as a good faith gesture LEADERS will refund the $350 ETF that was billed to the merchant for closing his account prior to his contract being complete. The merchant should see the refund in 7-14 business days once it clears our reject report. No other refunds are due to the merchant. LEADERS considers this complaint resolved and closed

LEADERS Merchant Services strives to provide every merchant with
the highest quality merchant services possible. In our efforts to resolve this
merchant’s issue, LEADERS has thoroughly reviewed our Merchant Service records,
which includes the merchant’s signed agreement. All...

fees that have been billed
were either listed on the signed application or notified to the merchant via
our monthly statement message; therefore, LEADERS is unable to issue any
refunds. LEADERS will close this account and waive the Early Termination Fee
that was listed on the application as merchant has requested. LEADERS wishes
this merchant good luck in future endeavors and considers this closed.