[redacted] made a payment for her rent using her MasterCard totaling an amount of $When [redacted] logs in to her profile to make her rental payment, the fee amount is shown on the payment pageMs [redacted] had an opportunity to review the Fee amount prior to submitting her payment for processing When processing credit cards, we charge the cardholder a percentage of the payment amount plus a minimum charge of $When Ms [redacted] selected “Make a Payment,” she saw the Electronic Payment Service Fee standing on $4.95, which is the minimum charge when the Rent Amount is $ When Ms [redacted] put in the amount of her rent payment, the Electronic Payment Service Fee automatically adjusted the Fee based on the rent payment amountMore specifically, if Ms [redacted] pays with a credit card and the rental amount is less than $28.70, there will be a flat service fee of $plus 3.5% of the rental amountAs Ms [redacted] rent is higher than $the service fee charged is $plus 3.5% fee of the rent amount
[redacted] received a credit card chargeback for one of [redacted] guests in the amount of $on 09/06/The guest had initiated this chargeback with his issuing bank claiming to have canceled his reservation, but stating he failed to receive a refundWe advised [redacted] of the chargeback on 09/07/and told her that the cardholder should not receive a refund because his credit card company would reverse the charge as part of the chargeback processFurther, we informed her that if she chose to dispute the chargeback, she should provide the necessary documentation to dispute with the issuing bank by 09/27/[redacted] replied on the same day that she had already refunded the deposit and attached proof to the emailThe ticket was then assigned to a chargeback specialist on September 8th, Another member of the chargeback team responded to [redacted] on September 22nd, stating that we will dispute the chargeback based on the documentation provided which shows the manual refund initiated by [redacted] On September 27, 2016, we informed [redacted] that she won the case and that her account will be credited with the $chargeback amountShe has also claimed that we additionally owe her $for the refunded cleaning fee and $for the chargeback feeAccording to our records, we refunded $on November 16th, (400$ RDD - 11.60$ CC fee) and refunded $on January 18th, ($- $CC fee)Regarding the $in chargeback fees, those fees are not refundable as these are fees that the card issuing bank charges
As stated in our Fee Schedule, we charge a flat rate fee for transactions we process for HomeownersIncertain situations, payments can be made in more than one transaction, in which case multiple disbursements to the owner account are possibleSince the fee is based on a percentage, the amount of disbursements does not affect the total amount of fees paid, 3% of two $transactions is the same as 3% of one $transaction
[redacted] has been sending payment information for [redacted] since October 2016. We do not collect full SSN so there can be instances where two accounts are created by [redacted] for the same resident. This was communicated to [redacted] on 4/20/17 with the recommendation she... reach out to [redacted] to have her accounts verified and the accounts merged. We are not able to request changes to a resident’s credit report so we cannot complete this on her behalf. We are also not able to request that a credit line be closed on behalf of a resident and we did not submit a request to [redacted] to remove any information from her credit report. We have communicated with [redacted] several times on this issue (most recently on August 17th, 2017) and have explained that she needs to reach out to [redacted] to reinsert her credit line and to merge her accounts. We have also provided [redacted] with records showing all of the payments she has made and that we submitted to [redacted] Regarding the amount being reported, we can only send one payment per month to [redacted] She is paying her rent in two separate transactions each month, which is why we were only reporting $344 each month. We are currently working on a code change so that multiple payments will be totaled and reported to [redacted] each month.
Complaint: [redacted] I am rejecting this response because: I have been requesting the emails to stop and the account to be deleted every month since August, and every month I have received the same response from the company that they just sent They told me on October 4th that there was another email address linked to the account, and they deleted everything associated with the account The emails clearly continue Additionally, communiation sent to me directly from the customer service representatives contradicts their response to the Revdex.com They tell the Revdex.com that the account was deleted, but they told me that was not possible I have also repeatedly requested contact from the company by a manager, and this request has been ignored I am not satisfied with their response because 1) they have given it before but the problem continued, 2) they have given me no proof, and 3) their information is contradictory and I do not know what to believeSincerely, [redacted] ***
When processing credit and debit cards, we charge the cardholder a percentage of the payment amount plus a processing fee of a minimum charge of $At the time of this payment, there was an additional $fee for credit card paymentsWhen Mr*** selected “Make a Payment,” he saw the
Electronic Payment Service Fee standing on $4.95, which is the minimum charge when the Rent Amount is $
When Mr*** put in the amount of his rent payment, the Electronic Payment Service Fee automatically adjusted the Fee based on the rent payment amountMore specifically, the Fee would have automatically changed from $to 3.5% of the total payment amount + $(for credit card payment) or 2.95% of the total payment amount (for debit card payment)The actual Fee was reflected on the Payment Page, and Mr*** had an opportunity to review the Fee amount prior to submitting his payment for processing
Revdex.com:I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meThis should however have been resolved within just a day or two rather than waiting a full two weeks & having to get Revdex.com involved I will never use this company again and wish I would have viewed their D- rating with the Revdex.com prior to using them in the first place. Sincerely, *** ***
To whom it may concern,
Our team looked into the complaintOur customer service representative received *** email and went into her account, deleted her email, and her information and closed her account as requestedHowever, our representative was unaware that *** email was
linked to another account - under the name ***This is likely her roommate or family memberWe have now deleted that email address from *** account and she should not receive any further emails from usIf she has any further questions, please let us know
*** *** paid his rent with a debit card on 01-15-We received a chargeback for this payment, with *** *** claiming to have already paid by checkWe informed the Property Owner of this chargeback, explaining that*** *** also paid his rent by checkThe Property Owner did not respond to
the chargeback notice so we did not file any dispute on the Property Owner’s behalfAs a result, the Property Owner lost the chargeback and the money should have been returned to *** *** by his bank
We have investigated *** *** complaint and do see that the incorrect service fee was quoted in the initial text message and that *** *** was charged $instead of $ We will refund the full service fee amount and *** *** should see the $in 2-business
days. This issue has been escalated with our engineering team to investigate so future text messages will be accurate
Complaint: ***I am rejecting this response because:
There are three issues here, all of which illustrate that the company is not being truthful in their response
I did indeed check the guests IDHer face matched the photograph on her IDs, the name on the IDs matched the name of the person who booked, I checked her credit cards they also all had her name on themThis company is claiming I never checked IDI have a copy of her ID even though I photocopied it and provided a copy of it to them as proof
The company has refused to provide me with the credit card number that the guest used to book; I therefore am unable to check that that particular credit card was in her nameThey refused to share any information with me at all so that there is no way indeed for a customer like myself to check that the credit card that was used by a person who books actually matches the name of the person who bookedThat is the job of the credit card processor: To ensure that the name on the credit card matches the name of the person who is bookingIt is my job to check that the name of the person matches the ID provided by the person who I meet at the front doorI did due diligence and confirmed that it was the same personThe credit card processor, this company, however, did not do their job
This company uses advertisingBefore I agreed to except credit cards through them, I checked their websiteThey claim on their website to perform industry-leading fraud detection techniquesHowever, they do no such thingWhen I asked them to provide me with the name that was input into their system along with the credit card number, they admitted to me in an email that their system does not even check that the name on the credit card is the same as the person who is booking - they do not perform the most basic of security checks! Given that they charge customers a fee to fight a chargeback, they make more money if a chargeback occurs than if it doesn't, which is likely the reason they do not bother to actually perform the security checks they falsely claim to use.
I was not offered an option to arbitrate
Sincerely,*** ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] It was resolved in January as shown, but not without much effort and many hours wasted on my part. The mere fact that this company is just now responding, almost 9 months later to this complaint is indicative of how poor their customer service is.
[redacted] received a credit card chargeback for one of [redacted] guests in the amount of $400.00 on 09/06/2016. The guest had initiated this chargeback with his issuing bank claiming to have canceled his reservation, but stating he failed to receive a refund. We advised [redacted] of the...
chargeback on 09/07/16 and told her that the cardholder should not receive a refund because his credit card company would reverse the charge as part of the chargeback process. Further, we informed her that if she chose to dispute the chargeback, she should provide the necessary documentation to dispute with the issuing bank by 09/27/2016.[redacted] replied on the same day that she had already refunded the deposit and attached proof to the email. The ticket was then assigned to a chargeback specialist on September 8th, 2016. Another member of the chargeback team responded to [redacted] on September 22nd, 2016 stating that we will dispute the chargeback based on the documentation provided which shows the manual refund initiated by[redacted]. On September 27, 2016, we informed[redacted] that she won the case and that her account will be credited with the $400 chargeback amount. She has also claimed that we additionally owe her $200 for the refunded cleaning fee and $50 for the chargeback fee. According to our records, we refunded $388.40 on November 16th, 2016 (400$ RDD - 11.60$ CC fee) and refunded $194.20 on January 18th, 2017 ($200 - $5.80 CC fee). Regarding the $50 in chargeback fees, those fees are not refundable as these are fees that the card issuing bank charges.
Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
I have talked to[redacted] and they tell me to have [redacted] resubmit the payments because it was
deleted because I questioned them regarding the amount that they had been reporting
[redacted] is referencing two different reservations in her complaint. For the first reservation, [redacted], there was no chargeback and [redacted] received the rental payment in full. If there was property damage, it is her responsibility to establish and enforce any rental...
damage deposits through her rental agreement.
For the second reservation, [redacted] the arrival date for the reservation was one day after the payment was made on 05-26-2017. On 05-26-2017, our fraud team found the transaction high risk and notified [redacted] of this. Further, we advised [redacted] to “Please take necessary actions to refund and decline this reservation within your [HomeAway] Dashboard. This is a High Risk payment.’’ [redacted] chose to proceed with the reservation.
On 07-06-2017 we received a chargeback for the payment that was made for [redacted] reservation, the cardholder claimed not to have authorized the transaction. [redacted] was notified of the chargeback by our chargeback team by email on the next day, 07-07-2017. We requested documentation from [redacted] to dispute the chargeback if possible. When it is confirmed the transaction was fraud it is unlikely we would be able to win the chargeback, but the option is still there for the homeowner.
On 07-11-2017 [redacted] sent us documentation related to [redacted] reservation and we filed a dispute with the credit card issuing bank on [redacted] behalf. Unfortunately, the card issuing bank ruled in favor of the cardholder and [redacted] lost the chargeback dispute. [redacted] chose not to pursue arbitration.
[redacted] made a payment for her rent using her MasterCard totaling an amount of $588.00. When [redacted] logs in to her profile to make her rental payment, the fee amount is shown on the payment page. Ms. [redacted] had an opportunity to review the Fee amount prior to submitting her...
payment for processing.
When processing credit cards, we charge the cardholder a percentage of the payment amount plus a minimum charge of $3.95. When Ms. [redacted] selected “Make a Payment,” she saw the Electronic Payment Service Fee standing on $4.95, which is the minimum charge when the Rent Amount is $0.00.
When Ms. [redacted] put in the amount of her rent payment, the Electronic Payment Service Fee automatically adjusted the Fee based on the rent payment amount. More specifically, if Ms. [redacted] pays with a credit card and the rental amount is less than $28.70, there will be a flat service fee of $4.95 plus 3.5% of the rental amount. As Ms. [redacted] rent is higher than $28.70 the service fee charged is $3.95 plus 3.5% fee of the rent amount.
[redacted] has been sending payment information for[redacted] since October 2016. We do not collect full SSN so there can be instances where two accounts are created by [redacted] for the same resident. This was communicated to [redacted] on 4/20/17 with the recommendation she...
reach out to [redacted] to have her accounts verified and the accounts merged. We are not able to request changes to a resident’s credit report so we cannot complete this on her behalf. We are also not able to request that a credit line be closed on behalf of a resident and we did not submit a request to ** to remove any information from her credit report. We have communicated with [redacted] several times on this issue (most recently on August 17th, 2017) and have explained that she needs to reach out to[redacted] to reinsert her credit line and to merge her accounts. We have also provided [redacted] with records showing all of the payments she has made and that we submitted to [redacted]
Regarding the amount being reported, we can only send one payment per month to [redacted] She is paying her rent in two separate transactions each month, which is why we were only reporting $344 each month. We are currently working on a code change so that multiple payments will be totaled and reported to[redacted] each month.
Complaint: [redacted]I am rejecting this response because:
I have been requesting the emails to stop and the account to be deleted every month since August, and every month I have received the same response from the company that they just sent. They told me on October 4th that there was another email address linked to the account, and they deleted everything associated with the account. The emails clearly continue. Additionally, communiation sent to me directly from the customer service representatives contradicts their response to the Revdex.com. They tell the Revdex.com that the account was deleted, but they told me that was not possible.
I have also repeatedly requested contact from the company by a manager, and this request has been ignored. I am not satisfied with their response because 1) they have given it before but the problem continued, 2) they have given me no proof, and 3) their information is contradictory and I do not know what to believe. Sincerely,[redacted]
As a credit card processor YapStone must comply with PCI laws internally and have measures to reject cards that use the wrong name. They are open to fraud and do little to prevent it through this channel which is simply neglectful of a company. Additionally, they do not give you information on who is paying so there is no way to know who is paying and who is staying. They claim this is something you should be doing but you would think a receipt or confirmation of who paid would be provided so you could match these names. The system is inefficient, inaccurate and poor business practice.
Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
This customer, [redacted] has been the victim of a fraud chargeback. However, he neglected to read the YapStone User terms and conditions. He also neglected to implement a thorough business process that monitors who is using his home and keeps good records. So, he was...
unprepared to defend himself against that chargeback. YapStone is sorry for [redacted] loss, and we will cooperate fully with law enforcement should he decide to pursue criminal proceedings against this guest.
[redacted] made a payment for her rent using her MasterCard totaling an amount of $When [redacted] logs in to her profile to make her rental payment, the fee amount is shown on the payment pageMs [redacted] had an opportunity to review the Fee amount prior to submitting her payment for processing When processing credit cards, we charge the cardholder a percentage of the payment amount plus a minimum charge of $When Ms [redacted] selected “Make a Payment,” she saw the Electronic Payment Service Fee standing on $4.95, which is the minimum charge when the Rent Amount is $ When Ms [redacted] put in the amount of her rent payment, the Electronic Payment Service Fee automatically adjusted the Fee based on the rent payment amountMore specifically, if Ms [redacted] pays with a credit card and the rental amount is less than $28.70, there will be a flat service fee of $plus 3.5% of the rental amountAs Ms [redacted] rent is higher than $the service fee charged is $plus 3.5% fee of the rent amount
[redacted] received a credit card chargeback for one of [redacted] guests in the amount of $on 09/06/The guest had initiated this chargeback with his issuing bank claiming to have canceled his reservation, but stating he failed to receive a refundWe advised [redacted] of the chargeback on 09/07/and told her that the cardholder should not receive a refund because his credit card company would reverse the charge as part of the chargeback processFurther, we informed her that if she chose to dispute the chargeback, she should provide the necessary documentation to dispute with the issuing bank by 09/27/[redacted] replied on the same day that she had already refunded the deposit and attached proof to the emailThe ticket was then assigned to a chargeback specialist on September 8th, Another member of the chargeback team responded to [redacted] on September 22nd, stating that we will dispute the chargeback based on the documentation provided which shows the manual refund initiated by [redacted] On September 27, 2016, we informed [redacted] that she won the case and that her account will be credited with the $chargeback amountShe has also claimed that we additionally owe her $for the refunded cleaning fee and $for the chargeback feeAccording to our records, we refunded $on November 16th, (400$ RDD - 11.60$ CC fee) and refunded $on January 18th, ($- $CC fee)Regarding the $in chargeback fees, those fees are not refundable as these are fees that the card issuing bank charges
As stated in our Fee Schedule, we charge a flat rate fee for transactions we process for HomeownersIncertain situations, payments can be made in more than one transaction, in which case multiple disbursements to the owner account are possibleSince the fee is based on a percentage, the amount of disbursements does not affect the total amount of fees paid, 3% of two $transactions is the same as 3% of one $transaction
[redacted] has been sending payment information for [redacted] since October 2016. We do not collect full SSN so there can be instances where two accounts are created by [redacted] for the same resident. This was communicated to [redacted] on 4/20/17 with the recommendation she... reach out to [redacted] to have her accounts verified and the accounts merged. We are not able to request changes to a resident’s credit report so we cannot complete this on her behalf. We are also not able to request that a credit line be closed on behalf of a resident and we did not submit a request to [redacted] to remove any information from her credit report. We have communicated with [redacted] several times on this issue (most recently on August 17th, 2017) and have explained that she needs to reach out to [redacted] to reinsert her credit line and to merge her accounts. We have also provided [redacted] with records showing all of the payments she has made and that we submitted to [redacted] Regarding the amount being reported, we can only send one payment per month to [redacted] She is paying her rent in two separate transactions each month, which is why we were only reporting $344 each month. We are currently working on a code change so that multiple payments will be totaled and reported to [redacted] each month.
Complaint: [redacted] I am rejecting this response because: I have been requesting the emails to stop and the account to be deleted every month since August, and every month I have received the same response from the company that they just sent They told me on October 4th that there was another email address linked to the account, and they deleted everything associated with the account The emails clearly continue Additionally, communiation sent to me directly from the customer service representatives contradicts their response to the Revdex.com They tell the Revdex.com that the account was deleted, but they told me that was not possible I have also repeatedly requested contact from the company by a manager, and this request has been ignored I am not satisfied with their response because 1) they have given it before but the problem continued, 2) they have given me no proof, and 3) their information is contradictory and I do not know what to believeSincerely, [redacted] ***
When processing credit and debit cards, we charge the cardholder a percentage of the payment amount plus a processing fee of a minimum charge of $At the time of this payment, there was an additional $fee for credit card paymentsWhen Mr*** selected “Make a Payment,” he saw the
Electronic Payment Service Fee standing on $4.95, which is the minimum charge when the Rent Amount is $
When Mr*** put in the amount of his rent payment, the Electronic Payment Service Fee automatically adjusted the Fee based on the rent payment amountMore specifically, the Fee would have automatically changed from $to 3.5% of the total payment amount + $(for credit card payment) or 2.95% of the total payment amount (for debit card payment)The actual Fee was reflected on the Payment Page, and Mr*** had an opportunity to review the Fee amount prior to submitting his payment for processing
Revdex.com:I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meThis should however have been resolved within just a day or two rather than waiting a full two weeks & having to get Revdex.com involved I will never use this company again and wish I would have viewed their D- rating with the Revdex.com prior to using them in the first place. Sincerely, *** ***
To whom it may concern,
Our team looked into the complaintOur customer service representative received *** email and went into her account, deleted her email, and her information and closed her account as requestedHowever, our representative was unaware that *** email was
linked to another account - under the name ***This is likely her roommate or family memberWe have now deleted that email address from *** account and she should not receive any further emails from usIf she has any further questions, please let us know
*** *** paid his rent with a debit card on 01-15-We received a chargeback for this payment, with *** *** claiming to have already paid by checkWe informed the Property Owner of this chargeback, explaining that*** *** also paid his rent by checkThe Property Owner did not respond to
the chargeback notice so we did not file any dispute on the Property Owner’s behalfAs a result, the Property Owner lost the chargeback and the money should have been returned to *** *** by his bank
We have investigated *** *** complaint and do see that the incorrect service fee was quoted in the initial text message and that *** *** was charged $instead of $ We will refund the full service fee amount and *** *** should see the $in 2-business
days. This issue has been escalated with our engineering team to investigate so future text messages will be accurate
Complaint: ***I am rejecting this response because:
There are three issues here, all of which illustrate that the company is not being truthful in their response
I did indeed check the guests IDHer face matched the photograph on her IDs, the name on the IDs matched the name of the person who booked, I checked her credit cards they also all had her name on themThis company is claiming I never checked IDI have a copy of her ID even though I photocopied it and provided a copy of it to them as proof
The company has refused to provide me with the credit card number that the guest used to book; I therefore am unable to check that that particular credit card was in her nameThey refused to share any information with me at all so that there is no way indeed for a customer like myself to check that the credit card that was used by a person who books actually matches the name of the person who bookedThat is the job of the credit card processor: To ensure that the name on the credit card matches the name of the person who is bookingIt is my job to check that the name of the person matches the ID provided by the person who I meet at the front doorI did due diligence and confirmed that it was the same personThe credit card processor, this company, however, did not do their job
This company uses advertisingBefore I agreed to except credit cards through them, I checked their websiteThey claim on their website to perform industry-leading fraud detection techniquesHowever, they do no such thingWhen I asked them to provide me with the name that was input into their system along with the credit card number, they admitted to me in an email that their system does not even check that the name on the credit card is the same as the person who is booking - they do not perform the most basic of security checks! Given that they charge customers a fee to fight a chargeback, they make more money if a chargeback occurs than if it doesn't, which is likely the reason they do not bother to actually perform the security checks they falsely claim to use.
I was not offered an option to arbitrate
Sincerely,*** ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] It was resolved in January as shown, but not without much effort and many hours wasted on my part. The mere fact that this company is just now responding, almost 9 months later to this complaint is indicative of how poor their customer service is.
Sincerely, [redacted]
[redacted] received a credit card chargeback for one of [redacted] guests in the amount of $400.00 on 09/06/2016. The guest had initiated this chargeback with his issuing bank claiming to have canceled his reservation, but stating he failed to receive a refund. We advised [redacted] of the...
chargeback on 09/07/16 and told her that the cardholder should not receive a refund because his credit card company would reverse the charge as part of the chargeback process. Further, we informed her that if she chose to dispute the chargeback, she should provide the necessary documentation to dispute with the issuing bank by 09/27/2016.[redacted] replied on the same day that she had already refunded the deposit and attached proof to the email. The ticket was then assigned to a chargeback specialist on September 8th, 2016. Another member of the chargeback team responded to [redacted] on September 22nd, 2016 stating that we will dispute the chargeback based on the documentation provided which shows the manual refund initiated by[redacted]. On September 27, 2016, we informed[redacted] that she won the case and that her account will be credited with the $400 chargeback amount. She has also claimed that we additionally owe her $200 for the refunded cleaning fee and $50 for the chargeback fee. According to our records, we refunded $388.40 on November 16th, 2016 (400$ RDD - 11.60$ CC fee) and refunded $194.20 on January 18th, 2017 ($200 - $5.80 CC fee). Regarding the $50 in chargeback fees, those fees are not refundable as these are fees that the card issuing bank charges.
Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
I have talked to[redacted] and they tell me to have [redacted] resubmit the payments because it was
deleted because I questioned them regarding the amount that they had been reporting
[redacted] is referencing two different reservations in her complaint. For the first reservation, [redacted], there was no chargeback and [redacted] received the rental payment in full. If there was property damage, it is her responsibility to establish and enforce any rental...
damage deposits through her rental agreement.
For the second reservation, [redacted] the arrival date for the reservation was one day after the payment was made on 05-26-2017. On 05-26-2017, our fraud team found the transaction high risk and notified [redacted] of this. Further, we advised [redacted] to “Please take necessary actions to refund and decline this reservation within your [HomeAway] Dashboard. This is a High Risk payment.’’ [redacted] chose to proceed with the reservation.
On 07-06-2017 we received a chargeback for the payment that was made for [redacted] reservation, the cardholder claimed not to have authorized the transaction. [redacted] was notified of the chargeback by our chargeback team by email on the next day, 07-07-2017. We requested documentation from [redacted] to dispute the chargeback if possible. When it is confirmed the transaction was fraud it is unlikely we would be able to win the chargeback, but the option is still there for the homeowner.
On 07-11-2017 [redacted] sent us documentation related to [redacted] reservation and we filed a dispute with the credit card issuing bank on [redacted] behalf. Unfortunately, the card issuing bank ruled in favor of the cardholder and [redacted] lost the chargeback dispute. [redacted] chose not to pursue arbitration.
[redacted] made a payment for her rent using her MasterCard totaling an amount of $588.00. When [redacted] logs in to her profile to make her rental payment, the fee amount is shown on the payment page. Ms. [redacted] had an opportunity to review the Fee amount prior to submitting her...
payment for processing.
When processing credit cards, we charge the cardholder a percentage of the payment amount plus a minimum charge of $3.95. When Ms. [redacted] selected “Make a Payment,” she saw the Electronic Payment Service Fee standing on $4.95, which is the minimum charge when the Rent Amount is $0.00.
When Ms. [redacted] put in the amount of her rent payment, the Electronic Payment Service Fee automatically adjusted the Fee based on the rent payment amount. More specifically, if Ms. [redacted] pays with a credit card and the rental amount is less than $28.70, there will be a flat service fee of $4.95 plus 3.5% of the rental amount. As Ms. [redacted] rent is higher than $28.70 the service fee charged is $3.95 plus 3.5% fee of the rent amount.
[redacted] has been sending payment information for[redacted] since October 2016. We do not collect full SSN so there can be instances where two accounts are created by [redacted] for the same resident. This was communicated to [redacted] on 4/20/17 with the recommendation she...
reach out to [redacted] to have her accounts verified and the accounts merged. We are not able to request changes to a resident’s credit report so we cannot complete this on her behalf. We are also not able to request that a credit line be closed on behalf of a resident and we did not submit a request to ** to remove any information from her credit report. We have communicated with [redacted] several times on this issue (most recently on August 17th, 2017) and have explained that she needs to reach out to[redacted] to reinsert her credit line and to merge her accounts. We have also provided [redacted] with records showing all of the payments she has made and that we submitted to [redacted]
Regarding the amount being reported, we can only send one payment per month to [redacted] She is paying her rent in two separate transactions each month, which is why we were only reporting $344 each month. We are currently working on a code change so that multiple payments will be totaled and reported to[redacted] each month.
Complaint: [redacted]I am rejecting this response because:
I have been requesting the emails to stop and the account to be deleted every month since August, and every month I have received the same response from the company that they just sent. They told me on October 4th that there was another email address linked to the account, and they deleted everything associated with the account. The emails clearly continue. Additionally, communiation sent to me directly from the customer service representatives contradicts their response to the Revdex.com. They tell the Revdex.com that the account was deleted, but they told me that was not possible.
I have also repeatedly requested contact from the company by a manager, and this request has been ignored. I am not satisfied with their response because 1) they have given it before but the problem continued, 2) they have given me no proof, and 3) their information is contradictory and I do not know what to believe. Sincerely,[redacted]
As a credit card processor YapStone must comply with PCI laws internally and have measures to reject cards that use the wrong name. They are open to fraud and do little to prevent it through this channel which is simply neglectful of a company. Additionally, they do not give you information on who is paying so there is no way to know who is paying and who is staying. They claim this is something you should be doing but you would think a receipt or confirmation of who paid would be provided so you could match these names. The system is inefficient, inaccurate and poor business practice.
Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
This customer, [redacted] has been the victim of a fraud chargeback. However, he neglected to read the YapStone User terms and conditions. He also neglected to implement a thorough business process that monitors who is using his home and keeps good records. So, he was...
unprepared to defend himself against that chargeback. YapStone is sorry for [redacted] loss, and we will cooperate fully with law enforcement should he decide to pursue criminal proceedings against this guest.