Prolific Business Solutions

We have reached out to the merchant and reconciled the situation. We are submitting a courtesy refund, merchant is happy and potentially looking to come back to Prolific. Please let us know if there are any other questions on this.

Upon review of Dr. [redacted]’s complaint, there are several errors:  

1) Dr. [redacted]’s office was called on May 2nd and advised they needed to have the terminal downloaded.  Dr. [redacted] was with a patient.  His assistant [redacted] took a message.  Dr. [redacted]’s  office was called again on May 21st.  It was explained to her that the terminal needed to be downloaded and that it would take about 20 minutes.  She was asked whether she had time to do it then.  She stated that she didn’t and she would call us back.  She didn’t call in until June 20th because of a settlement failure on the terminal. 

2) The merchant receives monthly statements, which can and should be used to reconcile. Per the terms of their agreement they are to notify Prolific within 30 days of any errors. At no point did his office contact Prolific to advise us there was a funding issue. 

3) A letter was sent to Dr. [redacted] with regard to the issue, which explained what happened and apologized for any inconvenience to his practice and patients. 

4) The only refund due Dr. [redacted] is for the fees related to the batch processed on July 29th.

5) Dr. [redacted]’s request to have the CEO of Prolific call him related to a funding issue is unreasonable.  Given the number of clients Prolific services and the size of the organization it is unrealistic and inappropriate to expect that Mr. [redacted] would be involved in an issue such as this.

Calls are attached. Merchant cancelled and Prolific waived any cancellation fee due to the issue.

Again we do apologize that you encountered this issue and that the funds held did impact you. This was not our intention and this is a standard risk procedure that all processors have in place. You can refer to section 3.13 in your terms and conditions that state:

3.13 If MERCHANT breaches AGREEMENT or if BANK identifies suspicious or irregular activity related to SALES or SERVICES, BANK may refuse to process SALES or to provide SERVICES and/or may hold funds pending the cure of such breach or resolution of such activity.

Attached is a copy of the Terms. I did review your application and it does show that your highest tickets were signed at $1000, which is why the transaction was held. 

Please let us know if this answers your questions.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below

First off they are lying once again.  They called and left a message.  When my office manager called back "[redacted]" said he had no idea why they had called us.  If it was so important why did they 1. Never let us know why they were calling, 2. Why they never called back, 3 why they never sent hard correspondence such as letter, fax, email?  I have asked for the recordings of these calls but of course they won't produce them. They say they spoke numerous times with my office but have delivered very little. Yes some money has been deposited rightly and wrongly but I keep asking for the same things.  1. Full certified detailed accounting report so I know if the charges have been paid to my account properly for the last 6 months  2. Letter acknowledging ALL the errors Prolific made and apologizing for those errors to my office and my patients  3. A refund of all fees paid over last 6 months for the work that was improperly done.  4. A personal call from [redacted]. I can't tell you how many times I've been promised call back, letters or deposits that were not received in the time frame they were promised by both Ms. [redacted] and Ms. [redacted].

This company is run so incompetently it should be out of business.

Regards,

The merchant processed a transaction higher then their contractually signed agreement which caused the transaction to be placed on hold. Prolific attempted numerous times to contact the merchant, but their contact number on file was invalid and would not go through. The...

merchant should have contacted Prolific when they did not see the funds hit their account since we were unable to reach merchant. Due to standard procedure, Prolific is not responsible for any NSF fees incurred for risk procedures taken when a merchant processes transactions higher than they were initially approved for. We apologize for the inconvenience this has caused the merchant.

Bryon Long opened an account with Prolific in September of 2015 with a 4 year agreement. The request to terminate early was placed on December 28, 2015. Bryon was notified that in order to get the Early...

Termination Fee waived they would need to provide documentation stating the business closure. We did not receive the documentation as requested. Our team reached out to get an update on the account since they had not received anything. Our representative as a courtesy did research on our end to determine that the business was indeed closed in which no termination fee was assessed. The request to terminal the agreement early was completed on March 28, 2016. Per the agreement an Early Termination Fee of $395.00 was waived per the business closure. There was also equipment provided on our EPP “Equipment Placement Program”. Per this program if the 4 year agreement is terminated early the equipment will then be purchased and owned by the merchant and they will be charged accordingly. The equipment type was a Ingenico ICT220 which per agreement is $295.00. These terms are available for viewing on the signed agreement attached. Please let us know if there are any other questions in regards to this matter.

We are currently working with the merchant on this matter, but the customer is satisfied and will be removing the post.

Today I had the opportunity to work with James D[redacted]. Let's just say this...he stopped me from switching to a different company by his excellent customer service and concern for my frustrating situation plus he offered me a way to save money each month. Thank you James!

Prolific has been so user friendly and easy to learn to use. The people had been great to work with and made it such an easy transition. My customers are happy, Im happy...Total Win-win! Thanks Prolific Business Solutions for making my life that much easier!

I feel completely safe and satisfied with the Prolific.
You are excellents!
Good Job!

this has been great company to deal with

Prolific Business Solutions was the best decision I have ever made when it came time to set up a Point of Sale system. I own [redacted] Studio in Central Phoenix and was using square and I think their processing fees were outrageous and never anyone to get answers. I like the way Prolific Business Solutions System works but also that they are local and always very helpful and professional especially my rep [redacted] Lifestyle Pilates

I opened and account with Prolific to do credit card clearing for my online business, I was told repeatedly that there was no monthly fee for the account, no charge for the card reader and they charged $0.75% per transaction. A couple of weeks after opening the account I received a statement that they had charged my account $10.46 for monthly service, I called and was told yes that was the normal fee and after arguing that fact I received a call back saying that was wrong and they would refund my money. After waiting a couple more weeks I called and questioned them about the card reader I was to receive, I was told it had shipped [redacted] but they could not confirm where it went to so the sales director would personally ship one to me that day. I waited a week and ½ and still no card reader so I call them again this time they tell me they couldn’t have shipped me one they were on back order and was I aware I was going to be charged $15.00 a month for their service. Prolific changes their story every time I talk to them they are not to be trusted, I am a small business and will not risk them changing their fee schedule every couple of weeks.

Prolific Business Solutions has had a positive impact on the way we do business. I receive helpful, friendly, same-day service from every department.

Review: I was reffered to this by a friend as I was in need of credit processing company, at the time [redacted] was the person of contact through out the whole process of filling out the application and terms of the service, in short [redacted] was very misleading promising false information, as a consumer I felt I was taken advantage because of those reasons, I hope that while sharing this information maybe can help someone in making a decision on joining this company,

Business

Response:

At Prolific Business Solutions we strive to provide honesty and the best service you can find in this industry. We also take customer complaints into serious consideration. After reviewing the account notes and speaking with Mr. [redacted], we were able to resolve this matter and Mr. [redacted] will be removing this complaint.

I own a laser tag and arcade family entertainment center in Lawrence, and this is my first business. I was very careful in selecting a card processor due to to amount of complicated and scary stories I had heard.
I chose a branch of prolific called swipe away poverty which was both a charitable organization AND had the best rates I could find. Comparatively, they were around 1% across the board, whereas similar processors were as much as 2-3% No contest via cost.
I was still really hesitant to sign up though, because of the mantra "you get what you pay for". I gotta say though, I have been nothing but happy with the system, equipment and service.
Equipment wise, we kept it pretty simple, an ipad 2 hookup, thermal printer and cash drawer- with the fancy swivel stand for the ipad 2. Like most equipment direct from the processor, overpaid, cost about 600 plus the ipad 2 separately. But I was ok with that to preemptively avoid any compatibility issues. Otherwise this system has been flawless and perfect for what we need.
Fees were comparable to anywhere else. I have a 35$/ month admin junk fee, 10$ min transaction fees or the 1%. Nothing extraordinary.
I can't speak for all branches of prolific, but this particular branch has been fine. I would recommend them to anyone.
Hope this alleviates someone's anxiety in picking a processor.
The other horrible reviews simply just haven't been the case for me. I have had no issues with the connections or anything else.
Best,
Travis

Prolific has been great to work with this past year, and I appreciate that they donate 10% of their net profits to Compassion International. They are a great company with a big heart.

Review: Our company has used Prolific Business Solutions to manage our credit card payments for several years, and until recently have had no complaints. However, we now have a very serious complaint.

On April 30 we took a [redacted] payment in the amount of $5272 from a customer. As of May 13, this amount had not been credited to our bank account. I spoke with the customer, and he did not request to stop the transaction.

We are a small auto repair shop with 5 employees. Due to their holding our deposit, we had numerous checks returned for non-sufficient funds and incurred bank charges totaling $432. Of course our integrity was brought into question by vendors and customers.

I faxed Prolific a copy of our receipt, batch ticket and customer invoice, as well as a copy of bank transactions showing overdraft charges to our account. I spoke with [redacted] in customer service several times, and was eventually told it was their practice to hold deposits over $1000 for risk evaluation. I was not aware of this practice and received no notice beforehand. I was then informed Prolific would not reimburse us for the $432 overdraft charges.

The deposit in the amount of $5272 was deposited to our account on May 13. Very few small business could withstand this kind of deficit. My business is out $432 due to a perfectly reasonable deposit being held for over a week.

I believe Prolific should pay us at the very least $432 to cover bank charges.Desired Settlement: I would like for Prolific Business Solutions to issue my business a check in the amount of $432 to cover bank overdraft charges.

Business

Response:

The merchant processed a transaction higher then their contractually signed agreement which caused the transaction to be placed on hold. Prolific attempted numerous times to contact the merchant, but their contact number on file was invalid and would not go through. The merchant should have contacted Prolific when they did not see the funds hit their account since we were unable to reach merchant. Due to standard procedure, Prolific is not responsible for any NSF fees incurred for risk procedures taken when a merchant processes transactions higher than they were initially approved for. We apologize for the inconvenience this has caused the merchant.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I am not satisfied with this response. I have gone through all paperwork I received from Prolific when I signed up with the company and cannot find an agreement to allow them to hold my funds which were over a certain amount. I am told this amount is $1,000, but I have no paperwork stating this and was unaware of this procedure.

My company has two phone lines and an answering machine. I do not understand why Prolific could not contact me. If they did not contact me, I consider this their problem--not mine. I was not aware of my funds being held until my checking account was overdrawn. At that point I immediately contacted Prolific, only to be told they would look into the matter but given no explanation. Even then, I was not told about the funds being held because they were over a certain amount.

There was a callous disregard for the fact that my small business could not function with over $5,000 of my money being held, and no urgency was exhibited to rectify the situation. This is not a responsible way to do business.

Regards,

Business

Response:

Again we do apologize that you encountered this issue and that the funds held did impact you. This was not our intention and this is a standard risk procedure that all processors have in place. You can refer to section 3.13 in your terms and conditions that state:

3.13 If MERCHANT breaches AGREEMENT or if BANK identifies suspicious or irregular activity related to SALES or SERVICES, BANK may refuse to process SALES or to provide SERVICES and/or may hold funds pending the cure of such breach or resolution of such activity.

Attached is a copy of the Terms. I did review your application and it does show that your highest tickets were signed at $1000, which is why the transaction was held.

Please let us know if this answers your questions.

Review: In September 2011 I signed a 3 year contract with Prolific when I became an Independent Consultant for a Jewelry Company and needed to process credit cards. At the time the sales rep, (who is no longer with this company), informed me of the contract requirements and the fees per month on my account. I was told that regardless of how much business I did per month my fees would be no more than $29.00 per month for the use of their services and for the use of the credit card swiper for my phone that I was issued. Over the past three years, not only have I ended up paying $49.00 or more per month, (because according to the new rep who I was dealing with, I do not process enough credit cards to keep my bill down to $29.00), but I also have been charged a $99.00 per year PCI compliance fee.

My 3rd year is complete and due to what I think have been unethical representation by this company I have chosen to not renew my contract. My contract is due to expire on Sept 15th and just last week, (Sept 1st) they removed the $99.00 PCI compliance fee from my account for this next year. Since I am not renewing I should not be charged this fee for another year and yet they have refused to refund me this money that they now OWE me!Desired Settlement: All I want from this company is the $99.00 that is owed back to my credit card.

I'm extremely happy with Prolific and very glad we made the decision to switch to them. They made the transition from our previous service provider extremely easy, and they have helped us save a significant amount of money since making the switch. Thank you Prolific!