Payline Data Services, LLC

Initial Business Response /* (1000, 5, 2015/09/28) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@paylinedata.com
We appreciate Mr [redacted]'s feedback. We
have taken time to research the events above in order to identify the source of the issue and...

ensure the most effective resolution to this problem.
Mr [redacted] reached out to us today to share this concern. At this time we linked in our development team to research and track the source of this issue. At that time we were able to confirm that the refunds were all performed with an IP address that originated at Mr [redacted]'s location.
Our office does not issue refunds on behalf of any our merchants and have not in this scenario. We strongly advise Mr. [redacted] to check the security of his technology if he believes that there could have been a breach at his location.
We take all security measures very seriously and will be available to help assist with any requests or needs from our client. We encourage Mr [redacted] to reach out to us directly if he have any further questions or concerns.
Thank you
Sincerely,
[redacted]
XXX-XXX-XXXX
Payline Data

Complaint: [redacted]
I am rejecting this response because:  Part of the initial discussion and requirement for signing up with Payline is that I was promisedd that there would be no reserve at all.  I made it very clear that if there was a reserve I was not interested as I had another company that required no reserve.  The reserve was lifted 100% because it was part of our agreement to get me to sign up.  The problem is that it took multiple phone calls and emails to get Payline to fulfill ANY of the things that they said would be true.  If this was the only instance or issue I could understand but it is not.  Very little of the things I was told were actually true.  Upon implimentation of the agreement Payline instituted a ticket cap of $1000 max in a transaction.  The main purpose of this account was to conduct wholesale transactions, many of which are in the $1000-$5000 range.  I was told at the time of sign up that they would make sure that any cap would be high enough to allow me to conduct wholesale sales through my site.  I lost several thousand dollars in new business because new clients were unable to purchase through the site.  I was told to fill out a ticket size increase form and file with the Loss/Risk department.  I spoke to someone within the department and asked to talk to a supervisor and got their voicemail to explain all of the issues that we had thus far had hoping that approval of the ticket increase could be expidited.  I was told that it would be a max of 3-5 days.  1 week after waiting for a response I got fed up and tired of trying to reach someone, so I filed this complaint to the Revdex.com.  Looking at other online complaints all of them involve most of the same issues I've had.  They have been lied to, had money held in reserve when there was supposed to be none, had trouble getting anyone to fix things wrong with their account, had trouble getting anyone on the phone, not had phone calls returned, I could go on and on.  All of this tells me that this is not an isolated event or an uncommon experience I would guess that it is more than likely the way that Payline Data does business.  I have friends and business partners that have and the same experience and are still waiting on several thousand dollars of money being held by Payline data after their account was cancelled unexpectedly.  Your response is a nice canned apology but I again after experiencing all of the lies and inability to follow through with promises and conduct yourselves in a manner consistant with most professional businesses that I deal with on a regular basis, I do not believe you and believe that you need to be investigated for your business practices.
Sincerely,
[redacted]

Hello [redacted] We strive to create great experiences for our clients and I can see that your satisfaction has not been met with Payline. We would like to get a better...

understanding of the issues you are experiencing. We currently have 2 active merchant accounts with you a retail and online account.The online account was approved on 3/8/2016 by our underwriting team with the approval conditions of a full balance hold, a list of the necessary requirements was posted in your welcome email that was sent out on the day of approval. I apologize if this was not communicated to you or that you may have not received any proper notifications or updates of what the 100% reserve entailed.  I noticed the account was updated and the 100% reserve was lifted and funds were released on 4/8, the retail account has no reserve but there has been no processing with this account. Payline does it's own underwriting and servicing of merchants, however due to the business mechanism we had to place your online account with a second bank. Payline has followed up via phone and email and have not been able to get in touch with you. I strongly suggest calling into Payline for any support questions at [redacted] or email at [redacted] 8-5 CST, regaurding your two merchant accounts. We will be more than happy to better assist you and since Payline is your direct point of contact, we would be able to give you the best support necessary due to we have both accounts information at hand.

Initial Business Response /* (1000, 5, 2015/01/15) */
Contact Name and Title: Customer Support
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@paylinedata.com
Our sincere apologies go out to Ms. [redacted] for the experience she had with our company. We strive for a world-class experience...

with all of our customers, and in this case we clearly missed that mark.
Upon learning of these issues we did speak with the merchant, and we agreed to credit her for her for the PCI fee. We also assisted her in completing the necessary steps to certify her PCI Compliance. During this time she exhibited patience with us and allowed us to close out this issue.
We have searched our records and do see an email from her last week that requested further credits, not previously discussed above. It appears that she is requesting credits for 3 months (August, September, October) of $19.95 each month = $59.85.
We have initiated the refund request for $59.85 today for Ms. [redacted]. We have sent the payment out directly so that she does not need to wait until her next monthly statement posts.
This is not indicative of the experience our customers regularly have with us, and we are using this example as a tool to find out where we may need to gain additional training or resources to ensure this is never repeated.
We wish her all the best, and thank her for being a valued merchant.
Thank you
Customer Support