LEADERS

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 include the Merchant’s signed AgreementThe
merchant was notified in the
memos section of the October statement that the Enhanced Security Package was
being addedThe Early Termination Fee was listed on page of the signed
application that was submittedAs a gesture of good faith, LEADERS will refund
the $Enhanced Security Package that was billed for November and well as
close the merchant account with no Early Termination FeeThe refund will take
approximately 7-business daysLEADERS wishes the merchant good luck and
considers this complaint resolved and closed

LEADERS is one of the largest merchant services processors in the country and we strive to provide superior services to our merchants, so to hear a complaint of this nature is dishearteningLEADERS billed the merchant the $Early Termination Fee per his contract if the account was closed
prior to the years of serviceIt is LEADERS policy to not refund ETF’s to merchants who have closed an account with us prior to their contract being completeThe ETF is billed to merchants even in the first month of an account being open because there is a huge expense LEADERS incurs to open merchant accountsAs a Good Faith Gesture LEADERS will refund the $ETF charged to the merchantLEADERS apologizes that we cannot provide the merchant with recorded calls, they are the property of LEADERS and for the privacy of the employees cannot be shared with anyone outside the companyRandom calls are recorded for quality assurance purposes only, but from the calls we have on file our representatives did not tell the merchant he would get a refund or that he would not be chargedThe merchant should see his refund in 3-business days if not sooner and LEADERS wishes the merchant much success and considers this complaint resolved and closed

Complaint:
I am rejecting this response because:
I have been in and out of town and trying to gather the information from my bank to dispute Leader’s response. I have gathered the documentation and it is as I thought, Leader’s wanted very much to settle for $when in fact they have taken $1,in fees from my account for an account I was never able to use because our devices were not compatible.
Leader’s knew the devices were incompatible right away and should have closed my account out of courtesy. I am appalled that a company, knowing this, would then begin to draw money out of my account and consider holding that customer to a perceived three year contract
When I opened my account with Leader’s I was very clear on what I wanted and expected. I had a square for my husband’s IPad and wanted something similar for my Kindle Fire HD. The representative assured me that Leader’s had a similar program where they only charged you for usage, no monthly fees and no commitment. I was clear that I wanted no monthly fees as I would only use the device a hand full of times a year for events and had no desire to pay beyond usage. I was assured this would be the case. Yes, I should have read the contract before providing an electronic signature. But we had already discussed all of the terms and conditions I wanted and he had assured me that those conditions were in the contract. And there is pressure. The representative is on the phone waiting. And how much of their “legal speak” are we going to really understand?
Yes, I should have signed the account closure form and sent it in. I was mad and being very passive aggressive. I was willing to write off the $a month in fees over a principle and a temper tantrum. This checking account doesn’t have much activity, so obviously I wasn’t keeping a very close eye on things. I was willing to write that off.
I was mislead by their initial representative and taken advantage of. Leader’s commented in the e-mail that though I never used their services, I could have at any time. With what? My device wasn’t compatible and they knew it. Yes, I could have gotten a new device that was compatible, but then I would have had to call them to set it up and they would have been aware that I would begin using their services.
So, for a customer that was mislead about their services in the beginning and never able to use their services I was taken to the cleaners for $1,in months!! That is craziness!! They would have gladly continued to take my money and would have held me to the three year contract as well. From my perspective this has been one of the most unethical interactions I have had with a company
And, to add insult to injury, they had no problem closing this account after I contacted the Revdex.com, without the “required” signed document
Regards,
*** ***

LEADERS has been serving merchants since We work hard to resolve all complaintsour merchants have as quickly and accurately as possibleIn our efforts to resolvethis merchant’s issues, LEADERS has thoroughly reviewed our Merchant Servicerecords, which include the Merchant’s
signed AgreementThe Agreements, formedby the 4-page Merchant Application, and Merchant Services' “Program Guide”,clearly indicate that the Merchant has, in fact, been billed correctlyaccording to the documents they signedThese documents also include the Rates,Fees, Terms and Conditions for their Merchant AccountThe contract allmerchants are required to sign ensures all parties involved understand therates and fees that are going to be billed to the merchantAll rates and feeshave been clearly indicated in the contract for the merchant to see prior tosigningThis merchant’s signed agreement acknowledges they read the agreementand agreed to all rates and feesAs a good faith gesture, LEADERS will closethis account and waive the Early Termination Fee of $350. LEADERS wishes the merchant good luck andconsiders this complaint resolved and closed

Complaint:
I am rejecting this response because:
WOW....It is beyond me how Leaders is actually able to lie this way knowing fully that I am able to respond !
On 4/18/I saw yet another debit from my bank account for the amount of $which Leaders was supposed to waive based on their last response to Revdex.com, so I called their billing department, spoke to Courtney Myers, I asked her if I should dispute the amount with my bank, she said there is no need to do that, and that they will credit me back for the amount, since it was charged in error....So I do not know where leaders is getting their information , but this is what happened, and Courtney asked me if they were to remove all charges, if I was willing to drop my case with Revdex.com, and I advised that with an official letter stating that I am not responsible for these charges, only then I would drop my case
It saddens me that this company can get away with drawing from people's account and then twisting facts to their advantage, and getting away with itWell Fargo should be ashamed of such dealings and ashamed of the way leaders treat their customersI do not know what to do to stop Leaders from debiting my account whenever they wish toI need Leaders to completely refrain from ever debiting from my bank account, I am not giving them any authority to do so
Leaders has not worked with me diligently, Leaders treated me with utmost unprofessionalism and disregard before this case went to Revdex.com, they did not even want to negotiate or give much of a logical explanation for their unfounded charges, they try to extort money from merchants any way they can and hope to get away with it by threating the merchant that if they don't pay, they would suffer the consequences of collectionThey even sent my $charge to collection the day I spoke to them inquiring about the charge...That is how far their threats go
Regards,
*** ***

LEADERS takes all complaints very seriously and handles them as quickly as possibleThis merchants’ accounts are closed, one was closed the same day it was opened on 3/and the second was cancelled before approvedIf the merchant was asked to send in a letter of closure it was for our
records to ensure the actions taken on the account were exactly what the merchant wantedWe will take this complaint as proof the merchant wanted the account closedAs for why the accounts were opened in the first place, our application is our contract and the application does state that upon approval a merchant account will be opened for the merchantUnfortunately the information the merchant was giving her representative did not get to our underwriting department in time to stop the approval on the first accountWe apologize for any inconvenience this may have caused the merchant and would like to wish her much success with her business

Complaint:
I am rejecting this response because:Their offer:"LEADERS has reviewed this merchant’s account and will refund the PCI Annual Fee that was billed for October as well as waive the collection
balance on this account."I am reviewing the bill and do not see anything that specifically says PCI Annual fee or collection fee so basically they are not offering to refund anything. Further, they are not offering any compensation for the much larger September money taken out of my account without authorization. I would like to reiterate that the terms I agreed to were No minimum use fee and no additional charges other than the percentage taken from the amount actually charged.I am attaching my statements so you can see how they classify the billing.Hopefully we can come to a reasonable resolution on this.I would like to sincerely like to thank you for your assistance in this matter
Regards,
P*** ***

LEADERS has one of the largest chargeback and fraud departments in the merchant services industryWe take pride in protecting our merchants from illegal and fraudulent activity on their accountsWe certainly understand the merchant’s frustration about his account being closed due to
excessive declines on his customers credit cardsHowever, LEADERS simply followed standard industry practice to close the account after seeing excessive declinesThis subject is addressed in the merchant services program guide that LEADERS provided the merchant during the application processThe program guide and the merchant agreement govern our relationshipAs a good faith gesture LEADERS will refund the $ETF to the merchant once it clears our reject report in 7-business daysLEADERS wishes 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 possibleIn our efforts to resolve
this merchant’s issue, LEADERS has thoroughly reviewed our Merchant Service
recordsLEADERS bills their merchants in the beginning of
the following month
for their merchant accountThe fees the merchant is referring to that were
billed December 2nd is for the processing that was done in November
LEADERS will refund this merchant $that was billed as the account was
not closed before the billing cutoff dateThe refund will take approximately
7-business daysLEADERS wishes the merchant good luck in future endeavors
and considers this complaint closed

LEADERS has reviewed the complaint from the merchant about her Early Termination Fee as well as our own recordsThe merchant signed a contract with LEADERS and in doing so opened an account with LEADERSIt is correct that the merchant never activated her gateway and used the account but her
merchant account was approved and opened on February 19,and was available for her useThe charge for $was her month end fees for February that the merchant agreed to when she electronically signed her application with her sales representativeIf the merchant did not agree with the rates and fees on the application then she should not have signed and submitted the applicationThe costs involved in opening an account were explained to the merchant when LEADERS agreed to refund $of the $ETF she was billed when she closed her account prior to the end of the commitment she signed up for in her contractThe merchant’s $month end fees were rejected by her bank and LEADERS has already waived that balanced owed to usWe have also refunded $of the $ETF billed to the merchant as a good faith gestureAs a final good faith gesture LEADERS will refund the final $of the ETFThe merchant should see the refund in 7-business daysLEADERS wishes the merchant much success and considers this complaint closed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 9955655, and find that this resolution is satisfactory to me
Regards,
*** ***

LEADERS has been serving our merchants since We strive to resolve all complaints our merchants have as quickly and accurately as possibleIn our efforts to resolve this merchant’s issues, LEADERS has thoroughly reviewed our Merchant Service records, which include the
Merchant’s signed AgreementThe 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 signedThese 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 merchantAll rates and fees have been clearly indicated in the contract for the merchant to see prior to signingIf for some reason the sales representative failed to go over any fees the merchant will be charged, the contracts detail the fees sothe merchant can clearly see them before signingThis merchant’s signed agreement acknowledges they read the agreement and agreed to all rates and feesPrior to this complaint, the merchant had already closed her merchantaccount and received a waiver of the $Early Termination Fee through LEADERS Customer ServiceLEADERS wishes the merchant good luck 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 and recorded conversations. After review of our phone records from April 11, 2016, the merchant signed their agreement and our records indicate that our Sales Rep had 4 separate phone conversations totaling 58 minutes. During these 4 calls that lasted virtually an hour, the merchant had side conversations regarding a sprained ankle and starting her business again, so we don’t understand how this merchant can claim they were rushed through the process. LEADERS also confirmed this merchant was the one who initiated the Sales Rep begin the application process. The representative was also on the phone with the merchant while she completed the online application. While the merchant completed the online application she asked the Sales Rep questions throughout that conversation.  All fees incurred by this merchant were disclosed to the merchant during the call or on the application the merchant signed, thus the fees already charged to this merchant are valid, and thus those fees will not be refund, nor with any overdraft fees the merchant may have incurred. As an accommodation to this merchant, LEADERS will agree to waive the early termination fee and close the account once the merchant fills out and signs the closure request form.

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, a merchant can clearly and easily see on their computer screen, 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 and 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. As a good faith gesture, LEADERS will waive the balance owed of $136.95 for the February month end fees the merchants bank returned as unauthorized. This amount includes the $129 annual PCI compliance fee that was clearly stated in the merchants signed contract. LEADERS would like to wish the merchant much success and considers this complaint resolved and closed.

Leaders Merchant Services, LLC, diligently endeavors to provide superior merchant processing services founded on outstanding business relationships with its merchants; we are therefore, very disappointed to have received a complaint of this nature. In our 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 Agreement. The Agreement is formed by the 4-page Merchant Application and the Merchant Services' “Program Guide”. LEADERS notified the merchant of all fee and processing cost increases at least 30 days in advance via the merchant’s August processing statement. Pursuant to sections 17.5 and 22.3 of the Merchant Service’ “Program Guide” LEADERS may adjust processing rates or fees provided that the merchant is provided 30 days notice. The merchant signed and accepted the Agreement in March 2014, in doing so, the merchant acknowledged that they read, reviewed and agreed to the terms of Agreement now being disputed in this complaint. Per the Merchant Services’ “Program Guide”, the merchant has 30 days to dispute or close their account upon receiving notice of a rate or fee increase. Since the merchant did not send in a written notice of intent to close the account, the LEADERS rate and fee increase went into effect for the merchant’s October Processing. Due 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 billed. As a good faith gesture LEADERS will close the merchant’s account and will waive the Early Termination Fee the merchant would normally be responsible for when closing an account prior to the end of their contract with LEADERS. LEADERS would like to wish the merchant much success in their business and future endeavors and considers this complaint resolved and closed.

Leaders Merchant Services LLC has a reputation of being one of the most user friendly and supportive merchant services companies in the industry. LEADERS apologizes to the merchant for any struggles they may have had with using the card swiper sent to them. In an effort to resolve this dispute as...

quickly and accurately as possible LEADERS has performed a thorough review of the merchant’s account including the merchants signed contract and all call notes on the account. The contract that governs the relationship with the merchant clearly states all fees billed to the merchant as well as the Early Termination Fee if the merchant chooses to close the account prior to the end of the 3 year contract were correct. After careful review of the account notes we do see the merchant called in to customer service with processing issues and was offered different equipment but the merchant declined. The merchant was advised to contact her sales representative if she wanted to change her account to a wireless account. The merchant did not utilize the mobile phone application for her merchant account for a period of more than 30 days. To ensure the account maintained it’s security LEADERS closes the gateway until the merchant contacts us to re-activate it. An e-mail is sent to the merchant to advise them the gateway has been closed and to contact LEADERS when they are ready to reactivate it. When the merchant contacted LEADERS to reactivate the gateway it was activated immediately. LEADERS understands the merchant had issues with the card swiper but the merchant had other options for processing available to them, the merchant just chose not to utilize the other options (i.e. keying in the transactions on their phone or utilizing a computer to process the transactions). As a good faith gesture LEADERS will refund the $250 ETF although the merchant is completely responsible for the fee. The merchant should see the refund in 7-10 business days. 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 10289629, and find that this resolution is satisfactory to me.
Regards, [redacted]

Complaint: 10957106
I am rejecting this response because:THEY TOOK OUT $2432.69 ON 11/13/15 FOR NO REASON.THIS ACCOUNT WAS CLOSED ON 10/16/15.I WANT ALL OF MY MONIES BACK,NOT JUST $350 CANCELLATION FEE AND $495 FEE FOR MACHINE WHICH THEY NOW HAVE>>>>GRAND TOTAL OF MY MONEY THEY STOLE WAS $3277.69 !!!!!!
AND
Regards,
H[redacted]

LEADERS asks that this merchant call and ask to speak with the Support Department as the PCI fees are listed on both the application and memo section of each statement.

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 did have an issue with the merchants PCI compliance but we have refunded the merchant for the non-compliance fees he was billed in error. The merchants’ account was also affected by the rate increase in October from Visa/MasterCard. The merchant contacted our customer care department in November and the monthly minimum was lowered to help accommodate their low volume of processing. LEADERS has done nothing deceptive or tricky, but as a good faith gesture LEADERS will close the merchants’ account per his request in this complaint and waive the $250 ETF. LEADERS considers this complaint resolved and closed.