LEADERS

LEADERS regrets the merchant felt a need to contact the Revdex.com about his contract issues with us. We have reviewed the complaint as well as the phone calls and contract the merchant signed. The contract clearly states that it was a 3 year contract with applicable termination fees. While listening to...

the phone calls the representative told the merchant he could do a seasonal account where it the account was active the months he needed it and then on a hold the months he did not. The representative never told the merchant that the contract was only for April- August. As a good faith gesture and to resolve this complaint as quickly as possible LEADERS will take this complaint as confirmation the merchant wants his account closed and close his account. We will waive the $350 ETF as part of our good faith gesture. LEADERS considers this complaint resolved and closed and wish the merchant much success with his business.

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

Merchant’s signed Agreement. The Agreements, formed by the 4-page Merchant Application, and Merchant Services' “Program Guide”, clearly indicate that the Merchant has, in fact, been billed correctly according to the documents they signed. These documents also include the Rates, Fees, Terms and Conditions for their Merchant Account. The contract all merchants are required to sign ensures all parties involved understand the rates and fees that are going to be billed to the merchant. All rates and fees have been clearly indicated in the contract for the merchant to see prior to signing. We have a recorded call and a captured IP address from Florida that the merchant did in fact sign and submit this application. This merchant’s signed agreement acknowledges they read the agreement and agreed to all rates and fees. As a good faith gesture, LEADERS will refund the Early Termination Fee of $350.  LEADERS wishes the merchant good luck and considers this complaint resolved and closed.

LEADERS is one of the fastest growing merchant services providers in the country, we are accomplishing that by our superior customer service and low rates. LEADERS has reviewed the merchant’s complaint and our records. LEADERS has billed the merchant according to the signed contract. The contract...

is what governs our relationship with the merchant. LEADERS has only billed the merchant the rates and fees they are responsible for according to their signed agreement. If the merchant did not agree with the fees in the contract they should not have signed the contract or should have contacted LEADERS prior to processing. The merchant did contact our customer service department about the fees they were being billed. Our customer service department explained all fees and at that time the merchant expressed a desire to close their account. A closure request was sent to the merchant so that they could fill it out, sign it and return the request to LEADERS so the account could be closed. LEADERS then received a notice from the merchant’s bank that they were having the December fees in the amount of $164.72 returned as unauthorized. It is LEADERS policy to close and an account if a merchant has called in and requested to close and we receive any notifications from the merchant’s bank that fees are unauthorized; hence LEADERS closed the merchants account so they could not process with the account without paying the fees owed to LEADERS. The January fees in the amount of $8.69 were also returned to LEADERS as unauthorized. As stated before all fees billed to the merchant were authorized by the merchant’s signed contract. LEADERS will waive the $350 Early Termination Fee and let the merchant out of her contract when the merchant pays the $164.72 December month end fees and the $8.69 January month end fees, otherwise all fees billed by LEADERS will be sent to our collection department for collection. LEADERS wishes the merchant much success and considers this complaint resolved and closed.

Complaint: 11802097
I am rejecting this response because:
Business has not responded to my complain, has not issued a statement directly to me or to Revdex.com, and today, they garnished ANOTHER $315.00 from my account.
 
Regards,
V[redacted]
Leaders Merchant Services / iPayment have not responded to my complain, either directly to me or to the Revdex.com.  Todays, 11-15-16, they garnished another $315.00 from my checking account as "fees".  I contacted the customer service department at iPayment, and the lady advised me to close my bank account because "when the company sees that they are always able to withdrawl money for a checking account in good standing, they will never stop"....can you imagine?  even thier own customer services representatives are aware of the illegal, predatory stances iPayment has!

PCI Compliance is listed on the application the merchant
signed, the Program Guide that was emailed to the merchant, as well as in our
Statement Message that was mailed each month. Our Customer Service Department
was able to retain the business by lowering the ESP Fee from $9.99 to $5.00 and
the Monthly Minimum from $25.00 to $15.00. The account was retained because the
merchant agreed to these adjustments. On this same day, our Customer Service
Department went over the PCI Non-Action Fee as well as sent this merchant their
login information via email. On multiple occasions, LEADERS has offered to
refund the PCI Non-Action Fee as along as the account was compliant however the
account is still not compliant.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10306038, and find that this resolution is satisfactory to me.
Regards, [redacted]

LEADERS apologizes for the multiple transfers this merchant experienced and will get this addressed with each employee. As mentioned in the first response, all funds that were on hold were released to the merchant in March after this merchant spoke with the manager of the Risk Department. The LEADERS Support Department would be more than happy to go over this merchant's batch totals with him if he would like. The LEADERS Support Department can be reached at ###-###-####.

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 and recorded conversations. This merchant was advised by our Installation Department the device this merchant was going to be using with our card reader was not compatible. Merchant advised our Installation Department she would purchase a new device therefore our Installation Department emailed her our compatibility list to ensure this merchant was able to use our card reader with her new device. During our follow up call to the merchant,  this merchant was unable to access the app store therefore was unable to download our mobile application for the card reader. Once the mobile application was downloaded, our Installation Department attempted to assist the merchant with a test transaction however this merchant wanted to cancel without completing a test transaction. When the Account Executive went over the seasonal hold option with this merchant, he advised of a form that would need to be signed; however, our Support Department was able to make this change as a courtesy due to the issues this merchant was having with the card reader. The Support Department advised this merchant if they complete the PCI Survey then the account will be compliant therefore will not incur the PCI Non-Action fee of $40.00. If this merchant has a device that is compatible with our card reader then our Installation Department will be happy to continue the installation process so the merchant is able to process credit cards. If this merchant decides to close their account with LEADERS, we will waive the Early Termination Fee on the account.

As a one of the fastest growing merchant service providers in the nation LEADERS takes pride in resolving any issues a merchant may have with LEADERS as quickly as possible. LEADERS has reviewed the merchants’ complaint and pulled the signed contract. 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 email 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. If the rates and fees did not match what the merchant and the sales representative discussed then the merchant should not have signed the contract. The statement is a standard statement sent to the merchant each month. It is not a bill. It is a statement showing all the merchants transactions and what the merchant paid for them. The settlement that is taken from the merchants account around the first of the month is the amount owed to LEADERS for the processing and monthly fees owed to LEADERS. The statement shows the breakdown of these fees in detail. LEADERS customer service would have been happy to explain this information to the merchant if she would have given us the opportunity. The Early Termination Fee billed to the merchant was in her contract and is billed to the merchant if the merchant closes their account prior to the end of their 3 year contract. The merchant was billed the $350 ETF because she closed her account after 3 months of service with LEADERS. The fee was rejected by the merchants’ bank and never collected by LEADERS. As a good faith gesture, LEADERS will refund the $96.75 of the $129 PCI annual fee collected from the merchant. This refund is for 9 months of the annual fee the merchant did not have an open account with LEADERS. LEADERS will also refund the $40 non-compliance fee the merchant was billed because she never filled out the survey that was required to ensure she was compliant. The reminder to take the survey was on every statement sent to the merchant and the fee was only billed after 3 months when the merchant still had not completed the survey. The merchant should expect a refund in the amount of $136.75 in 7-14 business days. The refund may come in two separate deposits. As a final good faith gesture LEADERS will waive the collection balance owed to us for the $350 ETF. LEADERS would like to wish the merchant much success and considers this complaint resolved and closed.

LEADERS is a company of integrity and is loyal to it’s merchants. We are very disheartened to receive a complaint of this nature. After a careful review of the merchants’ 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 she has had with our company. We have lowered her monthly minimum and her non-qual rate. The merchant states that she was not told about the Annual PCI compliance fee but it is clearly stated in her signed contract. The contract we have on file is the same contract the merchant signed electronically. LEADERS did not and does not have the capability to put her signature anywhere she did not clearly put it when she electronically signed her application. A link to download and/or print a copy of the contract the merchant signed was sent immediately after signing to the same e-mail address the application was sent to. If the merchant had any issues with the contract, fees, rates, or thought her signature was placed where she did not put it she should have immediately closed the account when she reviewed her contract. As a final good faith gesture LEADERS will close the merchants account per the request of this complaint and waive the Early Termination Fee although the contract she signed clearly states she has a $350.00 ETF. As a final good faith gesture LEADERS will refund the $129 annual PCI compliance fee. The merchant should see her refund in 5-7 business days. LEADERS considers this complaint resolved and closed.

Complaint: 11484656
I am rejecting this response because:
This type of business is wrong. The phone representatives are to explain the process not with hold information. How can you condone such poor business practices? Again the phone representative who did not explain anything specifically did not work for leaders merchant services. The representative who sent me these false emails only prompted a product. Y his contact was a scam!
Regards,
[redacted]

LEADERS has reviewed our merchant service records and confirmed the account was closed due to excessive rejects of debits and credits. This merchant requested to update their banking information on the account however we still received rejects to the account. Unfortunately we are unable to reopen...

the account at this time.

LEADERS is one of the fastest growing merchant services providers in the country, we are accomplishing that by our superior customer service and low rates. LEADERS has reviewed the merchants’ complaint and our call records. LEADERS would like to apologize to the merchant if they did not...

understand what they were signing up for but LEADERS has billed the merchant according to the signed contract. The contract is what governs our relationship with the merchant. The Early Termination Fee was in the merchants signed agreement and after listening to the phone calls between the merchant and the sales representative it was discovered that the representative never told the merchant there would be no contract term or early termination fee. LEADERS had already agreed to waive the ETF prior to receiving this complaint as a good faith gesture. LEADERS will close the merchants account per this complaint and the merchant will not be billed an ETF. LEADERS wishes the merchant much success and considers this complaint resolved and closed.

Revdex.com:Leaders Merchant, this is absolutely not true!! Why would you state an ETF since I was losing revenue with your company?? We had an agreement for a manual batch every Sunday which was done per the agreement(check records)!! Leaders Merchant forced a batch on a Friday AND a Saturday (check records) which was done within!!  I only had issues with your machine after my machine was updated from within!! In terms of the September fees, they should be deducted from the refund that I think I should granted for lost revenue that I had for the past 4 months. Here is an email (see attached). There was no power outage during that time and the only terminal issue I had was when your company updated the machine from within!! 
Regards,
[redacted]
Leaders Merchant, that is absolutely false!! We had an agreement for a manual batch every Sunday! However Leaders forced a batch on a Friday and a Saturday!! As far as their September fees, it should be deducted fr
Leaders Merchant, that is false!! We did have an agreement for a manual batch on sundays( check records)!! However, a batch was done on a Friday and a Saturday(check records)!! In terms of the September fees, they should be deducted from the refund I feel I should receive!! There was no power outage during that time and the only terminal issue I had was when the credit card machine was updated from within!! See email attached!! Why are y'all telling me when to batch out I should be able to batch out on Sunday's like I been this company is a pain in the &&& every time y'all update which is every month I lose $$$$ my cc machine does not work after every update I would like a refund for the following months July 88.00$ august 102.30 and this month yesterday 130.00 my shop only sells breakfast and a line is at my door at 8am yesterday we were on the phone with the cc company talking with Matt for almost the first hour of my business and could not process credit cards and my customers leave unhappy I no longer want to be with this company it has happen to many times I want out of my contract I hope my $$$ is there tomorrow like it suppose to be because when I got to work yesterday you all had already batch out my machine pls have a supervisor call me at 4432539409 I'm will try to make sure I take the proper steps before going farther thanks  Marie branch!Sent from my iPhone
On Sep 24, 2016, at 6:01 PM, [email protected] wrote:                                               
Greetings, 
This is an important notification to inform you of an open credit batch which has not settled. 
Batch Amount: $37.05            Batch Date: 8/23/16
Batch Amount: $867.18           Batch Date: 9/20/16
At this time, the point-of-sale terminal or credit card software needs to batch out. 
Before the batch is settled, changes should be made to existing transactions in the batch. 
For example, you may want to void a transaction, or change an amount of one of the transactions. 
Changing the amount is typically done for a merchant that enters tips, such as a restaurant or salon.
In the case of tips, the amount of the transaction is adjusted to include the tip before the batch is closed. 
Once a batch is settled successfully, you should expect a deposit to the bank account on file. 
If you have any questions, please feel free to contact our Technical Support Department at the telephone number
listed on your merchant account statement. Thank you.  
Sincerely, 
Customer Service Research Department

Tell us why here...As a one of the fastest growing merchant service providers in the nation LEADERS takes pride in resolving any issues a merchant may have with LEADERS as quickly as possible. LEADERS has reviewed the merchants’ complaint and pulled the signed contract. 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 email 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. If the rates and fees did not match what the merchant and the sales representative discussed then the merchant should not have signed the contract. All rates and fees LEADERS has billed the merchant are in their signed contract including the early termination fee and the PCI compliance fees. All LEADERS merchants also receive a welcome packet via mail when they open their account with us. In the welcome packet PCI compliance is explained to the merchant. It is also explained that all merchants must take a PCI compliance survey within the first 3 months of their account being open and annually thereafter to ensure they are processing their credit cards within industry guidelines to prevent fraud and abuse. LEADERS sends reminders to take the PCI compliance survey via the merchants statement message every month. The statement message reads “ [redacted]IMPORTANT PCI AND IRS/TIN REMINDERS[redacted] AS A REMINDER MERCHANTS ARE REQUIRED TO ADHERE TO PAYMENT CARD INDUSTRY (PCI) DATA SECURITY COMPLIANCE AS A CONDITION OF THEIR MERCHANT AGREEMENT. IT IS CRUCIAL THAT MERCHANTS COMPLETE THE PCI SELF ASSESSMENT QUESTIONNAIRE (SAQ) ANNUALLY, OR AS OTHERWISE REQUIRED AND IF NECESSARY UNDERGO SCANNING SERVICES ON A QUARTERLY BASIS. MERCHANTS MUST UPHOLD THEIR PCI COMPLIANT STATUS AT ALL TIMES TO AVOID NON-COMPLIANCE FEES AND OTHER POTENTIAL RELATED CHARGES AND ASSESSMENTS WHICH CAN BE CHARGED AND/OR INCREASED AT ANY TIME. TO BEGIN AND MAINTAIN YOUR PCI COMPLIANCE PLEASE VISIT HTTPS://COMPLIANCE.MERCHANT-INFO.COM....” The merchant can also contact customer service who will assist the merchant in getting in contact with the PCI Compliance administrators. LEADERS has no record of the merchant calling in to customer service about the PCI compliance survey. The merchant did not complete his survey annually and was billed the $40 non-compliance fee because of his non-compliance per his statement message. LEADERS would like to resolve this complaint with the merchant so as a good faith gesture LEADERS will refund the $350 Early termination fee he was billed because he closed his merchant account prior to the end of his 3 year contract with LEADERS. 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
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 this merchant has
mentioned were either listed on the signed application or notified to the
merchant via our monthly statement message. This merchant spoke with our
Customer Service Department on February 10th regarding fees that
were charged and was given an explanation of these fees. Our Customer Service
department was also able to retain this merchant by lowering the ESP Fee and
the Monthly Minimum. The $40 “additional fee” is part of our PCI Compliance.
LEADERS gives all merchants 90 days to complete the PCI Compliance. If after
the 90 the account is not compliant then a PCI Non-Action Fee is billed. Our
records indicate this merchant PCI Scan failed on March 30th
therefore the account is still not compliant. Our Customer Service Department
also offered to refund this merchant one PCI Non-Action Fee once the account
was compliant however, this merchant declined to do anything else associated
with PCI. LEADERS did receive this merchant’s closure form on April 1st
and will get the account closed as soon as possible.

It just makes sense. Leaders Merchant Services let me explain what I was looking for along with my budget. Great customer service!

Complaint: 11078767
I am rejecting this response because: Leadership Merchant is not paying the full frivolous amount charged when the emails confirm receipt and completion of the closed account date.
Regards,
R[redacted]

LEADERS takes all complaints seriously. We regret the merchant felt he had to contact the Revdex.com to resolve his issues with our company. We have reviewed the merchant’s signed agreement and have determined that all fees billed to the merchant are in fact correct. The merchant electronically...

signed his contract while on the phone with his sales representative and immediately after submitting the contract for approval a link to download a copy of the signed contract was sent to the merchant. If the merchant did not agree with the fees in the signed contract he should have mentioned it while going through the signing process or he could have contacted customer care immediately to stop the approval process. All fees were in the merchants signed contract which he had access to before he signed it and was able to review while signing it. A signed contract is created to ensure the merchant and LEADERS are agreeing to the same rates, fees and terms. The signed contract governs our relationship with the merchant. The merchant has already placed a stop payment on his $350 ETF so LEADERS will in good faith waive the $350 owed to us for closing the account before the end of the merchants’ contract. The $350 ETF will have went to collections and that can take up to 2 weeks to be removed. The merchant may receive letters or phone calls about the balance owed but can use this response to this complaint to advise the agents the matter has already been handled. LEADERS wishes 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 10994429, and find that this resolution is satisfactory to me.
Regards,
S[redacted]