LEADERS

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10367688, and find that this resolution is satisfactory to me
Regards, *** ***

Leaders Merchant Services LLC, is one of the top merchant services providers in the country and we regret that our merchant has had to file a complaint with the Revdex.com to resolve her issuesThe merchant in fact opened a merchant account with CardService International through our company called
CardService LEADERS in Jan When the merchant signed up with that account she also signed a contract for CardService LEADERS Premium Customer Care product for $a monthThis service is transferrable if a merchant closes their merchant account because it offers free terminal support and products for any terminalsIn the merchants contract it did state that if she closed her merchant account with CardService International she would also need to contact CardService LEADERS separately to cancel this service if she no longer wanted to have itThe merchant never contacted CardService LEADERS who eventually became LEADERS Merchant Services LLCWe apologize if our customer service was not aware of these types of accounts, we do not get very many calls about themWe will make sure our customer service department is trained again on how to look up these accounts and how to assist the callersAs a good faith gesture LEADERS will stop the automatic draft for the $PCC the merchant has been billed for and we will refund her one year of serviceThe total refund will be $The merchant should see the refund in 7-business daysLEADERS wishes the merchant much success and considers this complaint resolved and closed

This company is horrible I was told by the salesperson that there were no monthly fees at all I start to see monthly fees I email the salesperson and he never responds Next month, a monthly fee for more money I call and they tell me that the contract (small print) says that there is a monthly fee AND there is a formula based on use that makes the fee go up each month based on how much you use it (never discussed!) And that I am in a year contract and it will cost me $to get out of it!!! (NEVER DISCUSSED!!) Unethical company Watch out for them

LEADERS Merchant Services is the worst company I've ever experienced Not only do they lie to you upfront, charge fees they can't explain, overcharge their fees, but when you question their practices, they begin yelling over the phone and talking like you're the one that's being dishonest I couldn't believe it! PLEASE do not do business with this company - EVER! I wouldn't want another business to experience their dishonesty They have absolutely NO INTEGRITY...stay away!!

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 the associated Program Guide. Per these documents,
Leaders is required to notify Merchants of any increases in rates and fees
days prior to the effective dateLEADERS provides this notice via a statement
message in advance of the changeIn these statement messages, merchants are
also advised to contact LEADERS if they have questions Our records
indicate that on June 9, this merchant did in fact contact Customer Service
subsequent to a rate and fee change. During this call, this merchant
brought up their concerns regarding their current rates and fees. Our
Customer Service Representative worked with the merchant to make adjustments to
these changes, and our notes show the merchant agreed to these adjustments.
The merchant went on to run transactions through the end of September 2015,
which shows that they must have accepted the changes we made in June.
Therefore, we consider this issue resolved and closed

LEADERS has reviewed our merchant service records and confirmed all fees that were billed were listed on the application this merchant was able to review prior to signing and submittingIn
regards to the $card reader, this was originally discussed between this merchant and the Account Executive; however, we show this merchant agreed to the Free Terminal ProgramLEADERS refunded this merchant the PCI Annual Fee on August 23, that was billedLEADERS will waive the Early Termination Fee on this account; however, merchant will need to submit the closure formThis merchant can have this form emailed by calling the Customer Service DepartmentOnce closure form is received, LEADERS will consider this case closed

All LEADERS merchants receive a welcome packet via mail when they open their account with usIn the welcome packet PCI compliance is explained to the merchantIt is also explained that all merchants must take a PCI compliance survey within the first months of their account being open and annually thereafter to ensure they are processing their credit cards within industry guidelines to prevent fraud and abuseThe merchant is correct, LEADERS did not e-mail any reminders to take the PCI compliance survey it was on their statement message every month that was mailed to them not e-mailedLEADERS places the statement message on every statement in case the merchant does not read their welcome packageThe statement message reads “ ***IMPORTANT PCI AND IRS/TIN REMINDERS*** AS A REMINDER MERCHANTS ARE REQUIRED TO ADHERE TO PAYMENT CARD INDUSTRY (PCI) DATA SECURITY COMPLIANCE AS A CONDITION OF THEIR MERCHANT AGREEMENTIT IS CRUICIAL THAT MERCHANTS COMPLETE THE PCI SELF ASSESSMENT QUESTIONAIRE (SAQ) ANNUALLY, OR AS OTHERWISE REQUIRED AND IF NECESSARY UNDERGO SCANNING SERVICES ON A QUARTERLY BASISMERCHANTS 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 TIMETO BEGIN AND MAINTAIN YOUR PCI COMPLIANCE PLEASE VISIT HTTPS://COMPLIANCE.MERCHANT-INFO.COM....” The merchant did not complete his survey annually and was billed the $non-compliance fee per his statement message when the survey was not completed in a timely mannerThe fee the merchant was billed was not for “un-compliant” equipment he was renting from LEADERSThe merchant was renting an ingenico Dual Comm, which is a PCI compliant machine, and was not why the merchant was being billed the $non-compliance fee as explained aboveThe merchant is not due any further refunds and LEADERS considers this complaint resolved and closed

Since 2000, Leaders Merchant Services, LLC, has upheld one of the largest Chargeback and Fraud departments in the industryWhile 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 activityWhen this merchant was opening his account we could not approve the account for the amount of high ticket he wantedWe approved this account on the condition that the merchant sign a Change in Terms letter limiting his high ticket to $The merchant exceeded his limits by splitting a transaction into different salesSince the merchant did not abide by the special Change in Terms letter LEADERS risk department held the transactions mentioned in this complaint and asked the merchant to verify the information on the transactions due to his previous over limit activityLEADERS risk department worked diligently with the merchant to resolve this issue but the department felt the account was too high of a risk to remain open and closed the merchant’s accountLEADERS is holding the funds to protect against chargeback activity on this accountAs explained to the merchant by our risk department, LEADERS will allow the merchant to issue refunds for the transactions that are being held or allow the merchant to wait the days for a review by our risk department for a possible release of held fundsIt is the merchant’s choice what he would like to doLEADERS considers this complaint resolved and closed

LEADERS works hard to resolve all complaints our merchants have as
quickly and accurately as possibleIn our efforts to resolve this merchant’s
issue, LEADERS has thoroughly reviewed our Merchant Service records, which
includes the merchant’s signed agreementThis merchant
called LEADERS
regarding a merchant account on December 1st and submitted an
application that same dayThe merchant account was approved on December 2nd
and our Tech Support Department contacted this merchant the same day to verify
address of where reader was to be sent toBetween December 5th and
January 15th, our Tech Support Department contacted the merchant via
phone and email to assist with activating the card reader with a response from
the merchant that he will call backOur records do not show any other call
and/or email from the merchant regarding closure nor is there a closure form in
our system for this merchantLEADERS will waive the collection balance on this
account as a courtesy and considers this complaint closed

Complaint:
I am rejecting this response because:
enclosed "Merchant Processing Application Agreement" carefullyPage 2, clearly states,
"Monthly Customer Service: Free"Page 3, clearly states, "A $Monthly Regulatory Fee will be assessed to each Merchant Account"I have monthly statements that was sent to me from Leaders, that shows itemized regulatory fee charges,
and customer service fee charges, that I was billed; and I paid these fees over a two year periodI can send you copies of these documents ASAPI have a signed copy of that merchant processing application, that I can also send you by U.Spostal mailJ*** ***, Key Accounts Executive is the person that prepared this document
Regards,
W*** ***

Leaders Merchant Services strives to provide every merchant with the highest quality merchant services possible, and to receive a complaint such as this is dishearteningAs a result of this complaint LEADERS has investigated what the merchant has been billed versus what was in their contractAll
rates and fees billed to the merchant were part of their signed contractLEADERS ensures each merchant has a copy of their signed contract e-mailed to them immediately after they sign and submit the contractIf 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 contractAs a good faith gesture LEADERS will close the merchants’ account per the request in this complaint and waive the $ETFLEADERS will also refund months of the $monthly minimum for the time the merchant did not use the account, and one month of the $non-pci compliance fees the merchant was billedThe merchant should see their refund of $in 7-business daysLEADERS will close the merchants account as soon as possible but it may not close before he is billed for his October month end fees, if we are unsuccessful we will refund the October month end fees 10-days after they are billed to ensure they clear our reject reportLEADERS considers this complaint resolved and closed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 9983742, and find that this resolution is satisfactory to me
Regards,
*** ***

Complaint:
I am rejecting this response because:
First of all, why I'm flagged as risk? Customers told you that the charges are valid and we sent you invoiceYou even said here validity of transactions are not being questionedSo you flag me as risk with these premises?? What kind of merchant is risk free for you then? Someone who brings physically the customer to you and give you a notarized statement under oath the transaction is valid??
Second, the split transactions happen all the time in every businessYou want to tell me you never bought anything that needed a deposit first?? Please don't tell things that are unrealIf you live in a forest and pickup veggies and hunt animals and never have to buy anything, then I agree you never had chance to buy something where you had to leave a depositI like that lifestyle too, but I have a store in NYC and I prefer not refusing deposits from customers for goods that cost thousands of dollarsI should put my own business at risk because Leaders told me taking deposits for goods I sell is ILLEGAL?? Please give me the law that states that!
Please stop telling storiesShould we ask your own customers that they are not allowed split transactions like mine, that they never take deposits from customers? Even if it is the case, should we ask them that you'll close their account if one split transaction happens? If you post on your website this rule, I'll stop disputing thisThis is very good business practice and I agree with you you should treat customers like thisso please post these rules you just said on your website and I'll stop disputing.
Regards,
*** *** ***

Complaint:
I am rejecting this response because:
If they have a problem with their account executive, that should not have resulted in a $cancellation fee for me. Their Website specifically says there is no cancellation fee. Period. They took those funds on July 11, 2016. It is now August 1, 2016, and the funds have not been put back They just arbitrarily stole it from my account. And to hold funds paid to me by my clients for services that were rendered -- with no dispute involved, I might add -- is ridiculous. The sources of the funds that they have collected from my clients for my services is in holding in Leaders' bank account. To offer to let me contact their Risk Department after days so they can "possibly" release my money that they are holding is disingenuous. My client, C*** ***, Esquire, has paid my bill with a check, and felt so badly that he paid Leaders' fee to me. So the American Express chargeback is not an issue anymore.
Furthermore, if my account was in review, why wasn't I notified that I had a potential problem? Why did it elevate to this level, with me bearing the brunt of an ill-informed, untrained account executive? My account was approved for a monthly processing volume of $1,500. What Leaders is holding is approximately $1000, not including the $350 for their so-called cancellation fee. Why hold it for days? These cardholders are different cardholders from the American Express client of mine.
My request is the same: Return my $that they took IMMEDIATELY and release my money that they are holding. Then, and only then, will I consider this matter resolved.
Regards,
R*** ***

LEADERS would like to apologize to the merchant for the misinformation given about the notification that was sent to her about the rate and fee increase via her monthly statementIn an effort to go green we did stop sending statements to our merchant who had no fees and no processing, therefore we discovered via this complaint that these merchant’s did not receive the merchant statement advising them of the rate and fee increaseLEADERS is working diligently to ensure all other merchants were notified and to rectify the situation if they were notLEADERS will refund the $monthly min and the $regulatory fee that was billed to the merchantOnce again we apologize and wish the merchant much success in her business

Easy way to integrate mobile pay for my storeHave had no real issues with their customer service except some wait times but I just hung up and called backI’ve talked to several of their customer serv reps and they were all helpful

LEADERS strives to provide the highest quality merchant services in the nationWe 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 futureAll fees billed to the merchant were explained and disclosed to the
merchant via the signed merchant agreement or the statement messageThe merchant received a link to download his signed merchant agreement once he submitted it to LEADERSThe link was sent to the same e-mail the merchant used at the time of applicationIf the merchant found the information confusing or did not understand the information in his contract he should not have signed the contract or asked his sales representative for more informationThe $Early Termination Fee is clearly stated in the merchant’s signed agreement, but as a good faith gesture LEADERS will refund the $Early Termination Fee to the merchant per his request in this complaintThe merchant should expect to receive the refund within 7-business daysLEADERS wishes the merchant much success with their business considers this complaint resolved and closed

LEADERS can understand this merchant’s frustration however, LEADERS closed the account based on the events that had transpiredThis merchant processed nearly double their approved high ticket
volume which initiated the review of their accountDuring this time, on a separate charge, the card association continued with a chargeback and did not honor the message this merchant received from the card holder which is outside of LEADERS controlBecause all this happened within the days this account was approved, LEADERS closed the accountThis merchant will be able to contact the Risk Department after days for possible release of funds on holdLEADERS apologizes for the lack of communication from the account executive and this has been addressedBased on this merchant’s conversation with upper management, the Early Termination Fee has already been submitted for a refund

Was with them less than a month, Bought my own terminal, Ran about mostly debit cards and they debited my account for $948.41..Called them and was told that the amount was correct, Fees Tried to talk to them several times and they would not answer the phone.....I stopped payment at the Bank and was savedBAD, BAD COMPANY

LEADERS is a leader in the Merchant Services IndustryWe stand behind our services 100%The fees involved in providing our services are minimal to our merchantsThe $annual PCI compliance fee charged to merchants in their third month of processing is to cover the cost incurred to ensure the
merchant is PCI complaint and ensure the merchant does not have issues with fraud or stolen credit card information through their terminalAs the credit card industry moves further into the technological world there is more risk of the information sent to the processors being hacked and used fraudulentlyThe Credit Card industry has set new standards to ensure the cardholders information does not get broken into and compromised, with that is a substantial costTo keep processing costs down LEADERS bills merchants a $annual fee to cover the cost of keeping their merchant account safe from outside invasion and possible costly fraud situationsThe PCI compliance fee is clearly stated in each merchants’ contract on page The contract is sent to the merchant via a link to the same e-mail the application was sent toLEADERS has also sent a copy of the signed contract to the merchant on different occasionsWe apologize if the merchant did not receive the copy of her contract but as a good faith gesture we will refund the $that was received from the merchant to cover this feeThe merchant should see their refund in 7-business daysAs a final good faith gesture LEADERS will close the merchants account per the request of this complaint and waive the $ETF owed by the merchantLEADERS wishes the merchant much success with their business and considers this complaint resolved and closed