Shift4 Payments, LLC

Harbortouch reiterates its prior response. The individual filing this Revdex.com complaint is not the owner of the merchant account or the authorized signer of the merchant account. Only the owner and/or the designated authorized signer of the merchant account are able to make financial and legal decisions on the accountOur customer service, tech support and management have been actively working daily with the authorized users to address the issues on the account. This is verified and indicated in the rejection submitted by the individual who filed this Revdex.com complaint. Legal Group Harbortouch

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: we have had multiple instances of system defects which have resulted in lost revenue/cash, timing out when handling transactions and 'lost transactions' in the system this system does NOT operate as promised We had requested full relief from the contract due to these continued operating issues We found another system to use and notified Harbortouch once the new system was up and running it is unreasonable to expect a business during their 'high season' to be able to research, select and switch entirely to a new system in months We, however, did so in months & weeks We have been paying for this system (which we are no longer in using!) for months now This is absolute terrible customer service and if we need to take legal action to pursue the lost revenue & system default, we will Those claims are much more than the remaining contract term fees
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:This account was set up under pretenses by the sales rep in my area, I was told from the beginning that there were no fees and as a result of them charging me fees I have had insufficient funds chargesI have sent a bank statement showing the overdraft charges and expect them to be credited to my account as I was told would happen by the person I spoke to on the phoneAfter the overdraft charges are credited back I want the account closed with no further charges to my account.Regards,
*** ***

We are sorry to hear of the merchant’s dissatisfaction with Harbortouch’s products and services. Harbortouch values each merchant it serves, realizing that exceptional customer service is just as important as competitive pricing and innovative products. We take the loss of a customer’s
business very seriously and, if given the opportunity, will do whatever we can to make you a satisfied Harbortouch customer.After a detailed review of the merchant account, Harbortouch has determined the processing equipment was returned by the sales representative. Harbortouch is issuing a refund a $which will deposit in the merchant’s bank account within three to five business days. The account has been closed and the merchant has no further obligation to HarbortouchNothing contained herein should be deemed an admission or waiver of Harbortouch’s rights under applicable lawHarbortouch expressly reserves all of its rights, remedies and defenses in law or in equity.Legal DepartmentHarbortouch

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

Harbortouch has reached out to the merchant regarding the issues he has been experiencing. The merchant indicated he is on vacation and would like to discuss the matter when he returns from his tripA member of Harbortouch’s management team is monitoring the account and will reach out to the
merchant at a later dateAlternatively, the merchant is encouraged to contact customer service with the requested documentation at his earliest convenience when he returnsHarbortouch will address any credits at that timeLegal GroupHarbortouch

We are sorry to hear of the merchant’s dissatisfaction with
Harbortouch’s products and services.
Harbortouch values each merchant it serves, realizing that exceptional
customer service is just as important as competitive pricing and innovative
products. We take the loss of
a
customer’s business very seriously and, if given the opportunity, will do
whatever we can to make you’re the merchant a satisfied Harbortouch customer
Please be advised that on or
around March 31, Harbortouch Payments, LLC f/k/a *** *** ***, Inc
(d/b/a Harbortouch) has full corporate authority to act on behalf of Credit
Card Processing, USA (d/b/a *** *** *** ***.).
At that time the merchant’s accounts remained active with
MSI and transferred to Harbortouch.
Harbortouch requires cancellation requests in
writing. We will not cancel a merchant’s
account with a phone call. Harbortouch
understands the disruption of cancelling processing services to a merchant can
have detrimental consequences to the merchant’s business activities. Therefore, Harbortouch’s policy is to have
all cancellation notices in writing to verify the request with the authorized
party(ies) on the account and to ensure the request is the desire of the merchant
On August 11, Harbortouch was first contacted by the
merchant expressing his desire to cancel the merchant account. No prior notice from the merchant was
provided. The cancellation forms were provided to the
merchant and the accounts were closed on 10/6/without penaltyHarbortouch
issued credits for each of the merchant’s four accounts totaling $1,as
detailed below
The accounts are closed in our database and no further
credits will be issued.
MID
RecordDate
Credit/Debit
Method
Amount
***
8/18/
ADJ-Credit
***
$
***
8/18/
ADJ-Credit
***
$
***
8/18/
ADJ-Credit
***
$
***
8/18/
ADJ-Credit
***
$
Total
$
MID
RecordDate
Credit/Debit
Method
Amount
***
8/18/
ADJ-Credit
***
$
***
8/18/
ADJ-Credit
***
$
***
8/18/
ADJ-Credit
***
$
***
8/18/
ADJ-Credit
***
$
***
8/18/
ADJ-Credit
***
$
Total
MID
RecordDate
Credit/Debit
Method
Amount
***
8/18/
ADJ-Credit
***
$
***
8/18/
ADJ-Credit
***
$
***
8/18/
ADJ-Credit
***
$
***
8/18/
ADJ-Credit
***
$
Total
$
MID
RecordDate
Credit/Debit
Method
Amount
***
8/18/
ADJ-Credit
***
$
***
8/18/
ADJ-Credit
***
$
***
8/18/
ADJ-Credit
***
$
***
8/18/
ADJ-Credit
***
$
***
8/18/
ADJ-Credit
***
$
Total
$
Legal GroupHarbortouch
10/12/
Complaint
At the end of my contract our office called to cancel our service with HarborTouchOur number concern was we did not under any circumstances wish to have our contract renewedWhen we called HarborTouch we requested cancellation however we were told that we could continue to process without any
contract extensions of any kindBecause of that information, no contract extension, we decided to process credit card payments in January, February, March, and April
Because of high fees in May through August, we decided to cancel at that timeWe were then told that there would be a cancellation fee because we were still in contractHarborTouch stated that the person telling us that we would not have a contract extension was a technical support person and did not fully know if the contract would extend or not
I find this unacceptableWe only continued to process because we thought we were not going to have a contract extension
Desired Resolution
I would like a refund of fees that we have experienced May through September and also not experience any more fees from HarborTouch
Consumer Business Dialog

We
sorry to hear of the merchant’s dissatisfaction with Harbortouch’s products and
services. Harbortouch values each
merchant it serves, realizing that exceptional customer service is just as
important as competitive pricing and innovative products. We take the loss of a
customer’s business
very seriously and, if given the opportunity, will do whatever we can to make the
merchant a satisfied Harbortouch customer
Harbortouch requires cancellation requests in
writing. We will not cancel a merchant’s
account with a phone call. Harbortouch
understands the disruption of cancelling processing services to a merchant can
have detrimental consequences to the merchant’s business activities. Therefore, Harbortouch’s policy is to have
all cancellation notices in writing to verify the request with the authorized
party(ies) on the account and to ensure the request is the desire of the merchant. The monthly charges will continue until we
receive the requested cancellation form signed by the merchant (forms provided
6/2/to merchant per their email request to cancel)
Regarding the Independent Sales Organization (ISO), the ISO
is an independent contractor and statements made by the ISO cannot be
validated. Any verbal agreement is
superseded by the written signed agreement.
The contractual agreement(s) between the merchant and Harbortouch are
the written Agreements signed and dated as referenced below.
There
are two (2) distinct Agreements entered into by the merchant
A. Merchant Transaction Processing Agreement
On March
10, the merchant entered into a Harbortouch Merchant Transaction
Processing Agreement (“Processing Agreement”)The Processing Agreement governs
the terms and conditions whereby Harbortouch agreed to provide the merchant’s business
with processing services for credit/debit card transactionsThe Processing
Agreement consists of the Merchant Application and the Terms and Conditions,
together with its addenda, attachments and schedules. A copy of the Merchant Application is
enclosedThe merchant received a copy of the Terms and Conditions prior to
signing the Merchant ApplicationHowever, you may also access the Terms and
Conditions at www.harbortouch.com/termsThe Processing Agreement
is for a three (3) year term and automatically renews for successive two (2)
year terms. Please see the Terms and Conditions
Sections and for details regarding the term of agreement and termination
See the Merchant Transaction Processing Agreement Section E
regarding the applicable early termination fee of $or $x the number of
months remaining in the current term;
B Echo POS Service
Agreement
On March
10, 2015, the merchant entered into a Harbortouch Echo POS System Service
Agreement (“Service Agreement”)The Service Agreement governs the terms and
conditions whereby Harbortouch agreed to provide the merchant’s business with a
(1) Echo POS system, at little to no upfront cost, based on the merchant’s commitment
to a three (3) year agreement for support service based on a monthly fee and
other applicable chargesThe Service Agreement consists of Exhibit A and the
Service Agreement’s terms and conditionsA copy of the Service Agreement is
attached to this letter
Harbortouch provides our merchant
customers with state-of-the-art POS Systems, at little to no upfront cost. This includes all of the necessary hardware,
software and installation of the equipment.
We then support our merchants by offering 24/customer and technical
support. We do this strictly in reliance
on a merchant’s commitment to enter into the three year Service Agreement. If a merchant terminates its commitment prior
to the end of the contract, we suffer substantial financial lossesTherefore,
we are extremely vested in the success and financial viability of our
merchants.
See the Echo POS
Service Agreement Terms and Conditions Section Term Commitment; The Echo POS System
was installed on 3/27/and the merchant was processing transactions;Harbortouch
received the unauthorized return of the POS equipment on 5/5/2015; The unauthorized
return of the equipment was after installation of the equipment and beyond
days of the install date. See Section
3b Term of CommitmentUnauthorized return
of the POS equipment does not relieve the merchant of obligations as set forth
in the Service Agreement;Terms of shipping
are detailed in the POS Service Agreement Terms and Conditions Section 4b
Shipping Fees. The merchant is
responsible for shipping fees.All processing fees and charges incurred by the merchant are
valid in accordance with the terms and conditions of the Processing Agreement
and the Echo POS Service AgreementLegal GroupHarbortouch

After a detailed review of the merchant account, Harbortouch has determined the individual filing the Revdex.com complaint is not the primary owner of the merchant account, nor a designated authorized user of the merchant account. Harbortouch is responsible to maintain security of the merchant
account information and will not provide further details regarding the merchant account to any person other than the primary account ownerNothing contained herein s**uld be deemed an admission or waiver of Harbortouch’s rights under applicable lawHarbortouch expressly reserves all of its rights, remedies and defenses in law or in equity.Legal GroupHarbortouch

On May 1, the merchant entered into a Harbortouch
Merchant Transaction Processing Agreement (“Processing Agreement”)The
Processing Agreement governs the terms and conditions whereby Harbortouch
agreed to provide the merchant’s
business with processing services for credit/debit card
transactions
The Processing Agreement consists of the Merchant Application and the Terms and
Conditions, together with its addenda, attachments and schedules. A copy of the Merchant Application is
enclosedThe merchant received a copy of the Terms and Conditions prior to
signing the Merchant ApplicationHowever, you may also access the Terms and
Conditions at www.harbortouch.com/terms.
After a detailed review of the merchant’s account, Harbortouch
has determined that the account was closed in our database on June 18,
and a fee of $was charged to the
merchant account for non-return of the processing equipment then subsequently
turned over to an outside agency for collection. However, Harbortouch will write-off the amount of
$450.00. The merchant has no further financial obligation to Harbortouch
Legal Group
Harbortouch

We are sorry to hear of the merchant’s dissatisfaction with
Harbortouch’s products and services.
Harbortouch values each merchant it serves, realizing that exceptional
customer service is just as important as competitive pricing and innovative
products. We take the loss of
a
customer’s business very seriously and, if given the opportunity, will do
whatever we can to make the merchant a satisfied Harbortouch customer
On June 25, the merchant entered into a Harbortouch
Merchant Transaction Processing Agreement (“Processing Agreement”)The
Processing Agreement governs the terms and conditions whereby Harbortouch
agreed to provide the merchant’s business with processing services for
credit/debit card transactionsThe Processing Agreement consists of the
Merchant Application and the Terms and Conditions, together with its addenda,
attachments and schedules. A copy of the
Merchant Application is enclosedThe merchant received a copy of the Terms and
Conditions prior to signing the Merchant ApplicationHowever, you may also
access the Terms and Conditions at www.harbortouch.com/terms. The Processing Agreement is for a three (3)
year term and automatically renews for consecutive two (2) year terms as per
the Terms and Conditions Section Term of Agreement and Section Termination
of Agreement.
I refer the merchant to Section Dof the Processing
Agreement for explanation of the applicable early termination fee and the terms
of termination.
The merchant is currently in
a two year renewal term with approximately months remaining in the term. The ETF is $x totaling $630.00. Harbortouch will reduce the ETF to $I
encourage the merchant to contact customer service at to submit
the required form to cancel the merchant account
All processing fees and charges incurred by the merchant are
valid in accordance with the terms and conditions of the Processing Agreement inclusive
of the Terms and Conditions
Nothing
contained herein should be deemed an admission or waiver of Harbortouch’s
rights under applicable lawHarbortouch expressly reserves all of its rights,
remedies and defenses in law or in equity
Legal Group
Harbortouch

We
are sorry to hear of the merchant’s dissatisfaction with Harbortouch’s products
and services. Harbortouch values each
merchant it serves, realizing that exceptional customer service is just as
important as competitive pricing and innovative products. We take the loss of a
customer’s business
very seriously and, if given the opportunity, will do whatever we can to make the
merchant a satisfied Harbortouch customer
Harbortouch has written off the balance of $in
collections. On April 30, the
merchant account was closed in our database The merchant has no further obligations to
Harbortouch. Legal GroupHarbortouch

Harbortouch reiterates all prior responses provided in this forum. Harbortouch never received communication from the merchant during the three (3) month extension time that they will be switching processors. We received notification from the merchant on 9/26/that they switched processors which is clearly outside of the three (3) month extension period provided to the merchant. The merchant is responsible for paying the ETFs in accordance to the Processing Agreement and the POS Service Agreement inclusive of the respective Terms and ConditionsHarbortouch did not have a contractual obligation to provide a three (3) month grace period to the merchant. This was a courtesy extended to the merchant which they did not take advantage of. Legal Group Harbortouch

We are sorry to hear of the merchant’s dissatisfaction with
Harbortouch’s products and services.
Harbortouch values each merchant it serves, realizing that exceptional
customer service is just as important as competitive pricing and innovative
products. We take the loss of
a
customer’s business very seriously and, if given the opportunity, will do
whatever we can to make the merchant a satisfied Harbortouch customer
On September 10, the merchant entered into a
Harbortouch Merchant Transaction Processing Agreement (“Processing Agreement”)
The Processing Agreement governs the terms and conditions whereby Harbortouch
agreed to provide the merchant’s business with processing services for
credit/debit card transactionsThe Processing Agreement consists of the
Merchant Application and the Terms and Conditions, together with its addenda,
attachments and schedules. A copy of the
Merchant Application is enclosedThe merchant received a copy of the Terms and
Conditions prior to signing the Merchant ApplicationHowever, you may also
access the Terms and Conditions at www.harbortouch.com/terms. The Processing Agreement is for a three (3)
year term and automatically renews for consecutive two (2) year terms (Please
see Sections and of the Terms and Conditions)
After a detailed review of the merchant’s account
Harbortouch has determined that we can perform a rate review for the merchant
in an attempt to lower her rates. I
encourage the merchant to contact customer service support at *** to
discuss options available in lowering her rates. Additionally, if the merchant would choose to
provide Harbortouch with a competitor’s rate proposal we will adjust the
merchant’s rate to meet or exceed the competitive rate
Regarding the Independent Sales Organization (ISO), the ISO
is an independent contractor and statements made by the ISO cannot be validated. Any verbal agreement is superseded by the
written signed agreement. The
contractual agreement(s) between the merchant and Harbortouch are the written
Agreements signed and dated as referenced above.
Harbortouch will do whatever we can to make the merchant a satisfied
Harbortouch customer
Legal Group
Harbortouch

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

HT Response to Merchant 12/14/2016Harbortouch never received the requested cancellation form from the merchant in any format, email, fax, or regular mail According to our records the cancellation form was sent to the merchant via email on 5/4/and again on 9/14/ Harbortouch never received the required form signed and dated by the merchant. However, Harbortouch is waiving the early termination fee (ETF) for the one POS system that the merchant acquired from the prior owner as per the Assignment, Assumption, and Release Agreement detailed in our previous response. Thank you. Regards, Legal, Compliance, and Human Resources GroupHarbortouch

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: I did give it to them in writing April a year ago Here is an email I got from them contradicting this very thing sayingthey have to have a phone call which I also did They are outright liars.Re: Do Not Change Subject - Ticket#***# - *** *** *** (***)From:Customerservice To:*** Date:Sat, Apr 1, 11:pmGood Afternoon, Is there a good number to contact you so I may assist with closure of your merchant account? It seems like the number we may have on file for you is incorrect. I do apologize for the inconvenience this has causedWe did receive the cancellation request back in April to close the account but the account was not closed at that timeIf the account would have closed at that time properly the account would have been billed a $Early termination feeWe can at this time close the account with no termination fee but the outstanding balance on the merchant account would remain since the $Early termination fee was not billed in april. Thank you, Daphne MHarbortouchNorth Irving Street | Allentown, PA 18109 Phone: ###-###-#### | eFax: ###-###-####AfterHours:###-###-####[email protected] Click Here to refer a business to Harbortouch and receive $50!From:[email protected]:3/31/8:29:AMTo:customerservice@harb...⇄ Do Not Change Subject - Ticket#***# - *** *** *** (***) Regards,
*** ***

On October 22, 2008, the merchant entered into a Harbortouch Merchant Transaction Processing Agreement (“Processing Agreement”)The Processing Agreement governs the terms and conditions whereby Harbortouch agreed to provide the merchant’s business with processing services for credit/debit card
transactionsThe Processing Agreement consists of the Merchant Application and the Terms and Conditions, together with its addenda, attachments and schedules. A copy of the Merchant Application is enclosedThe merchant received a copy of the Terms and Conditions prior to signing the Merchant ApplicationHowever, you may also access the Terms and Conditions at www.harbortouch.com/terms. The Processing Agreement is for a three (3) year term and automatically renews for consecutive two (2) year termsAfter a detailed review of the merchant account, Harbortouch will terminate the account in its database without any penalty charges. The merchant has no further obligations to HarbortouchLegal GroupHarbortouch

We
are sorry to hear of the merchant’s dissatisfaction with Harbortouch’s products
and services. Harbortouch values each
merchant it serves, realizing that exceptional customer service is just as
important as competitive pricing and innovative products. We take the loss of a
customer’s business
very seriously and, if given the opportunity, will do whatever we can to make the
merchant a satisfied Harbortouch customer
On
February 22, 2011the merchant entered into a Harbortouch Merchant Transaction
Processing Agreement (“Processing Agreement”)The Processing Agreement governs
the terms and conditions whereby Harbortouch agreed to provide the merchant’s
business with processing services for credit/debit card transactionsThe
Processing Agreement consists of the Merchant Application and the Terms and
Conditions, together with its addenda, attachments and schedules. A copy of the Merchant Application is
enclosedThe merchant received a copy of the Terms and Conditions prior to
signing the Merchant ApplicationHowever, you may also access the Terms and
Conditions at ***. The Processing Agreement is for a three (3)
year term and automatically renews for successive two (2) year periods
In addition, the Processing
Agreement has an applicable early termination fee of $or $multiplied by the number of months (
months) remaining in the contract (whichever is greater) will be applied to the
merchant account. The merchant was in
the two (2) year renewal period when he cancelled his account on June 26,
The early termination fee of $was charged to the merchant’s account on June
30, and the account subsequently was closed in our database. I refer the merchant to the Processing
Agreement Section Dfor further details and the Terms and Conditions Sections
and
All
fees and charges incurred by the merchant are valid in accordance to the
Processing Agreement and the Terms and Conditions
Nothing
contained herein should be deemed an admission or waiver of Harbortouch’s rights
under applicable lawHarbortouch expressly reserves all of its rights,
remedies and defenses in law or in equity
Legal
Group
Harbortouch

Harbortouch has contacted the ISO regarding this matter. Harbortouch has also contacted the merchant and verified the ISO resolved the $issue for one of the merchant’s businesses. The other business is still pending resolution between the ISO and the merchant. Legal
GroupHarbortouch