LEADERS

Complaint: I am rejecting this response because it is NOT acceptable to provide a potential client in writing (email) that there will be no customer service and minimum discount fees as part of the 3-year contract and then create a loop hole within the contract that supersedes that statement within the email This is deceiving and I still have not received an explanation on why this email was sent to me and what processes are in place to provide controls that would prevent an account manager from deceiving a future client Leader's sales process is as follows: 1.) Account Manager sends an email to the client that lists an introductory fee schedule, but they don't mention the word "introductory or promotional" The client believes that they will not incur these fees for the 3-year contract 2.) The account manager walks the client through the signing of the contract, which contains inconsistent wording from the email on how fees can change on any statement 3.) After a couple of months to a year of starting the contract, the fees go upThis is NOT acceptable and Leaders continues to focus their response to my complaint on solely the wording in the contract but does not mention the purpose that the email servedPLEASE ADDRESS HOW THIS EMAIL WAS NOT CONSISTENT WITH THE CONTRACT THE FEES WAIVED ON THE EMAIL WERE NOT PRESENTED AS AN INTRODUCTORY OR PROMOTIONAL OFFER Regards, L [redacted] ***

LEADERS apologizes for the lack of follow up from our Customer Service Department however LEADERS reminds each merchant about PCI Compliance in the memo section of each statementAll fees billed are valid per the signed applicationLEADERS is unable to issue any refunds, because neither merchant account became compliant

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]

Stay away! Told me there was no minimum monthly feesGot charged $25/mo when not using itSaid they were better than Square with lower fees and same serviceTaking a charge required extra time consuming steps, and they took the customers email address for the use of other companies (sold to others?)In months I paid them $over the percentage they took (which is lower than Squares)Made it difficult to cancel ("just a phone call"-BS!)

Per LEADERS response to the merchant’s complaint on 6/5/LEADERS processed a refund for the $ETF billed to the merchantAs per our response the refund would be processed as soon as we had confirmation that the fee had cleared our reject reportA refund in the amount of $was processed on 6/6/and the tracing number for the deposit is [redacted] Per our records the funds were deposited on 6-6-LEADERS also mailed a copy of the signed contract to the merchant for his records since he was unable to open the link sent to himLEADERS considers this complaint resolved and closed

LEADERS regrets the merchant felt a need to contact the Revdex.com to resolve the issues he was having with our companyAfter careful review of the account records it has been determined that all fees billed to the merchant are correct and within the merchants signed contractPer the signed contract the merchant must sign a letter stating they want the account closed to close an accountLEADERS has never received any signed requests from the merchantSince the monthly fees LEADERS has billed the merchant have rejected from their bank and not been paid the amount owed for November and December have been forwarded to our collections department and the account was closed by LEADERS due to default of paymentIt has been noted that the merchant has never used the account and so therefore as a good faith gesture LEADERS will have the collection balance waivedIt can take up to business days for a collection balance to clear out so the merchant may still receive items from our collection department in the interimLEADERS wishes the merchant much success and considers this complaint resolved and closed

DO NOT USE LEADERS! They are a scam, have enormous fees, and the customer service could be the worst out there—even worse than COMCAST I am a board member of a very small nonprofit organization operating on a military installationI did a google search for credit card processing on iPhone and found Leaders to process our donations and feesI filled out a form to find out more about itAfter talking to ***, my salesman, over and over and over, we finally committedThis was after I asked him about the fees several times; we were very uneasy to commit to a contract when the fees were not clear [redacted] assured me that fees would be around $12-$per month plus a percentage every transaction I took that information to the board of directors of our nonprofit organizationAfter a lengthy discussion about the fees and how high they are at $15/mo (again — we are small), we finally agreed to sign upAfter our first month, we were charged the ~$I was expecting PLUS $in “Min Discount” I didn’t understandI called and they said NO REFUNDSI explained that these charges are not what I discussed with ***Then another month went by and again these unexplained costsWe decided to cancel since we can’t afford these high, unexplained feesThen we were charged a $cancellation fee! This is a MASSIVE hit to our annual budgetI distinctly remember [redacted] telling me there would be no other fees and no cancellation feeThese fees have cost us the ability to give back to the military community in which we serve

LEADERS is a company of integrity and is loyal to it’s merchantsWe are very disheartened to receive a complaint of this natureAfter 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 companyWe have lowered her monthly minimum and her non-qual rateThe merchant states that she was not told about the Annual PCI compliance fee but it is clearly stated in her signed contractThe contract we have on file is the same contract the merchant signed electronicallyLEADERS did not and does not have the capability to put her signature anywhere she did not clearly put it when she electronically signed her applicationA 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 toIf 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 contractAs 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 $ETFAs a final good faith gesture LEADERS will refund the $annual PCI compliance feeThe merchant should see her refund in 5-business daysLEADERS considers this complaint resolved and closed

Leaders Merchant Services strives to provide every merchant with thehighest quality merchant services possibleAll merchant accounts cannot beclosed without a signed closure form by the owner of the businessAfter someresearch into this account, we do not show any closure form was sent back inor 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 requesting a closureOnce the form issent back, it takes approximately days for a full closureThe account wasclosed effective June 19, The call the merchant received regarding acollections balance is due to an amount owed prior to the account being closedin the amount of $As a good faith gesture LEADERS will waive thatcollections balance, however all other billing will standSince the merchantsaccount is closed the merchant should not receive any further debits from herbank accountLEADERS would like to wish the merchant much success andconsiders 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 ratesLEADERS has reviewed the merchant’s complaint and our recordsLEADERS has billed the merchant according to the signed contractThe contract is what governs our relationship with the merchantLEADERS has only billed the merchant the rates and fees they are responsible for according to their signed agreementIf 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 processingThe merchant did contact our customer service department about the fees they were being billedOur customer service department explained all fees and at that time the merchant expressed a desire to close their accountA 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 closedLEADERS then received a notice from the merchant’s bank that they were having the December fees in the amount of $returned as unauthorizedIt 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 LEADERSThe January fees in the amount of $were also returned to LEADERS as unauthorizedAs stated before all fees billed to the merchant were authorized by the merchant’s signed contractLEADERS will waive the $Early Termination Fee and let the merchant out of her contract when the merchant pays the $December month end fees and the $January month end fees, otherwise all fees billed by LEADERS will be sent to our collection department for collectionLEADERS wishes the merchant much success and considers this complaint resolved and closed

In LEADERS efforts to resolve the issues the merchant has had with our company, LEADERS has thoroughly reviewed our Merchant Service records and the merchant’s signed AgreementThe Agreement is formed by the 4-page Merchant Application and the Merchant Services' “Program Guide”Pursuant to sections and of the Merchant Service’ “Program Guide” LEADERS may adjust processing rates or fees provided that the merchant is provided days notice, and per the Merchant Services’ “Program Guide”, the merchant has days to dispute or close their account upon receiving notice of a rate or fee increaseLEADERS’ method of notifying merchants of all fee and processing cost increases is through their processing statementLEADERS will send a statement message which is the first item on their statement at least days in advance of the rate and fee increaseSince Visa/ MC had a rate and fee increase effective for October, LEADERS was forced to pass some of those increases on to our merchantsLEADERS acknowledges the merchant did not receive a processing statement days prior to the rate and fee increase for his October fees so therefore we did not give him days notice of the fee increase because prior to the rate and fee increase he had zero fees and he was not processing so therefore a statement for his account was not producedDue to the increase in costs to maintain a merchant account for the merchant, LEADERS can no longer maintain an account without the monthly minimum and the regulatory fee the merchant is now being billedAs per the request of this complaint LEADERS will close the merchant’s account and will waive the Early Termination FeeLEADERS already refunded the $in Monthly Minimum on 11/19; we will also refund the $in regulatory fees the merchant was billed in his October month end statementLEADERS would like to wish the merchant much success in their business and future endeavors and considers this complaint resolved and closed

LEADERS has been serving merchants since We work hard to resolve all complaints our merchants have as quickly and accurately as possibleLEADERS notifies all merchants of rate adjustments either via email or statement message as was the case with the Enhanced Security FeeAs a good faith gesture, LEADERS will refund the Early Termination Fee that was billed for this accountThis refund will take approximately 7-business days LEADERS wishes the merchant good luck in future endeavors and considers this complaint resolved and closed

LEADERS would like to apologize if there was some misunderstanding of why the merchants funds were heldOur risk department initially held the funds because of multiple charges run on the same card, within days of each other all of them very close to the processing limit for this merchantAll new accounts that start off with transactions close to or exceeding the processing limit will be held to ensure there is no fraud taking placeOnce the funds are held a very detailed verification process takes place to ensure the merchant is processing transactions that adhere to the account limitationsLEADERS is no longer holding the merchants funds and considers this complaint resolved and closed

Complaint: 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 MerchantServices, LLC, endeavors to provide superior merchant processing services toall of our merchants. In our efforts to resolve this merchants’ issues, LEADERShas already spoken to this merchant, and reviewed all of the merchants records.The merchant was charged correctly... based on the rates and fees listed on the 4page merchant application. If the merchant had any issues with the fees on hisapplication he should have notified LEADERS immediately. Leaders has already,as a good faith gesture, waived the $350 Early Termination fee and the $119.70collections balance for Month End fees. LEADERS would like to wish this merchant muchsuccess with his business and considers this complaint resolved and closed.

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 9916672, and find that this resolution is satisfactory to me Regards, [redacted]

LEADERS billed this merchant for equipment per the signed ACH form that was receivedLEADERS will issue a refund for this merchant as the account was closed prior to equipment being mailed outPlease allow 7-business days for this refund to be processed

Leaders Merchant Services strives to provide every merchant with the highest quality merchant services possibleIn our efforts to resolve this merchant’s issue, LEADERS has thoroughly reviewed our Merchant Service records, which includes the Merchant’s signed agreementEach online application is marked with the IP Address of where the application is being reviewed and signed fromOur Technical Support Department also worked with the merchant to activate their Authorize.net gatewayLEADERS apologizes for the experience the merchant received when speaking with our Customer Service DepartmentAs a good faith gesture, LEADERS will close the merchant account and waive the Early Termination Fee

LEADERS Merchant Services strives to provide every merchant with the highest quality merchant services possibleIn 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 conversationsThis merchant was advised by our Installation Department the device this merchant was going to be using with our card reader was not compatibleMerchant 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 deviceDuring 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 readerOnce 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 transactionWhen 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 readerThe 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 $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 cardsIf this merchant decides to close their account with LEADERS, we will waive the Early Termination Fee on the account

Complaint: I am rejecting this response because: Regards, V [redacted] I am rejecting the answer provided by the business on the following grounds: I am rejecting the answer provided by the business on the following grounds: Ipayment/Leadersis again misrepresenting the truthThe “disputed” transaction of $they are referring to is not a chargeback or a dispute It is an American Express RETRIEVALRetrievals are generated when a cardholder does not immediately recognize a transaction, and requests supporting documentation to clarify the payment RETRIEVALS DO NOT GENERATE A DEBT AND SHOULD NOT BE DEDUCTED FROM A SLLLER’S BANK ACCOUNT Moreover, retrievals DO NOT GENERATE FEES as chargeback’s doRetrieval can become a chargeback if documentation is not sent within business days from the retrieval date That has not been the case, as the singed charge slip was sent to the proper department on 11-16-THESE FACTS ARE CLEARLY SPECIFIED ON THE TERMS OF SERVICE I SIGNED WITH LEADERS/IPAYMENTCredit to my account is due immediately, Ipayment cannot anticipate that this retrieval will become a chargeback, and has no right to take money from my account before handNote that ipayment has not addressed the fact that they have not returned the second termination fee they charged me and the two last batches of sales I procssed