Business ProfileforHelcim

My complain pertains to a ********** received in JULY of 2022. I have tried to resolve this directly with the company for months via email. The company has stopped communicating with me and I am now asking BBB's help in getting in touch with Helcim in order to resolve this. The background: I have been a customer of ******************** since 2015. I obtained my *** terminal through them and had to pay monthly fees for it. The *** belonged to another company that was a partner of Helcim, called Elavon.On MAY 18, 2022 I received an email from Helcim saying that the ****** *** terminal would no longer work after JUNE 1 2022. Helcim was ending its partership with Elavon. The email said my options were: to stay with Helcim or to migrate to Elavon's new platform. I chose the latter. I acted on Helcim's email the SAME day. I called Helcim, spoke with ***** and requested the closure of my Elavon account and a return label to ship the Elavon terminal back to them. She said she would start the process. I followed up with her by email on MAY 24. NO REPLY. I was now in the dark as to whether or not Helcim had started the process.I called Helcim and spoke with **** on the same day, MAY 24. He apologized and said ***** was a new hire. **** said he would look into my case, whether the migration was started and would request the closure of my account and a return label for my Elavon *** terminal. I explained that I wanted to complete the migration and ship the terminal BEFORE the end of May so as NOT to incur fees for ***** **** emailed me back the same day saying that ***** had not done ANYTHING and that he would take over. I sent **** another email on MAY 27 asking again for the closure of my Elavon account and the return label. I had the terminal unplugged and ready to ship it.On MAY 30 I received a call from a Helcim employee to check if things were progressing smoothly. I asked him to confirm that I would not be charged fees for the Elavon *** terminal for the month of ***** He said NO there will not be any charges. On the same day MAY 30 I received an email from Helcim saying that the migration was complete. However, I was still waiting for the return label for my old terminal. FINALLY I received an email from **** on JUNE 13 saying that he requested the return label for the Elavon terminal. The label arrived and I shipped the terminal back. A few weeks later I got a bill from ****** saying I was charged ****** for the month of ***** I immediately emailed **** attaching the **** bill asking why I was charged and asking to be refunded. My email was sent JULY 28. There was NO REPLY. Sent another email AUGUST 11 I. NO REPLY. Sent another email on AUGUST 16 saying I will complain to BBB. **** replied saying that he was working on another project, and that he would contact ****** to see what happened. He said that the manager that was working on my case was on holidays until AUGUST 29. On AUGUST 31 he emailed me saying that his manager was back from holidays but he had not heard back from Elavon yet. He said that he will be on holidays until SEPTEMBER 6. And that was the LAST TIME I ever heard back from HELCIM.What happened since then is that I called Elavon myself to ask why I was charged for ***** I thought it would be hard to get an answer. After all **** and his manager were trying to get in touch with them for so long. To my surprise it was very easy. I spoke with the billing department and was told that I was charged for **** because Helcim requested the closure of my account on **** ********************************************************************************** May. According to their written record: "**** from Helcim placed the call tag/request for the closure of the account on **** 13."So to recap, Helcim sent me an email on May 18 that my Elavon terminal would not work after the MAY 31. I had requested the closure of my Elavon account and a return label for my terminal on MAY 18, MAY 24 and May 27, but Helcim did NOT act on my requests until JUNE 13. I was therefore charged fees for services and a *** (that did not work since May 31) AS A DIRECT RESULT of the delays on the part of Helcim.I am asking to be REFUNDED the ****** FEES for the bill received in JULY 2022. This is my last attempt to have this resolved through BBB as ALL other direct attempts with Helcim have failed. I will not accept anything less that a full refund as a resolution to my complaint.