ComplaintsforVelocity Business Solutions LLC

• Initial Complaint

  06/05/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  A Velocity Business Solution representative called ***** came to my store last year. Looked at our fees with Square which was $650 for $27,800 sales. He claimed will give us lower fees If at Velocity, and made a comparison sheet showing lower fees of almost 50% less than Square. I accepted the offer, which turned out to have higher fees than Square. We paid 846+176 for Clover=$1022 for ***** sales in September, and this continued to October 2023. I wrote emails and made calls to Velocity complaining, and it was suggested to me to change from flat rate and I accepted. My fees for November were 400+176 Clover which is still higher than Square anyway. However, starting February 2024 Velocity fees started jumping over 600 + clover fee each month. I called Velocity several times in April and May. I was told by ******* that she agrees that my fees doubled from the previous months but did not know why and told me to contact *****. I could not get a hold of him and he does not reply to emails and his office told me to call ******* Instead.***** showed us a different rate when he came to the store when we agreed to switch to Velocity than the one he ended up emailing me, also never mentioned that the Clover contract is non-cancelable, and during his sales pitch he kept emphasizing on how we can just try it and if we do not like it we can leave anytime which now seems like it was a very unethical deceptive sales tactic.I sent a detailed email on May 15, 2024 asking Velocity either to cancel Clovers contract first and Velocity contract or decrease the total fees to a level less than what we used to pay to Square according to their promises made by their representative. This misrepresentation and false promises made were the reason to change from Square to Velocity. After the May 15 email, Ms ******* Called me and said that she will look at the matter and come back to me but never did. I wrote a follow up email on 28 May, 2024 but did not receive any reply.

  Business response

  06/10/2024

  The merchant was initially on a Cash Discount Program, enjoying the benefits of lower fees. He requested to switch to another platform called Interchange+, knowing that rates on this program fluctuate. When the merchant was on the cash discount program he was paying even lower fees than the $650 he was quoted. In September, the fee was $408.49, followed by $311.72 in October, and a mere $0.49 in November. At the merchant's direction he decided to switch platforms, from cash discount to interchange+.
  
  
  Furthermore, the merchant willingly completed all the necessary lease paperwork and accepted the equipment fees. From November 2023 to May 2024, he had multiple conversations with our retention department and our customer support team. In October 2023, ********************** issued a refund of $333.59 to the merchant for courtesy credit

  Customer response

  06/12/2024

   
  Complaint: 21806961
  
  I am rejecting this response because I would like to address the specific points raised in Velocity Business Solutions reply and provide further clarification.

  1.     Switch to Interchange+ Program:
  Velocity's response states that I requested to switch to the Interchange+ program. This is incorrect.
  The switch to Interchange+ was suggested by Ms. ******* from Velocity when I called to complain about the unexpectedly high fees. I did not initiate this request. This switch, purportedly to lower my fees, resulted in even higher costs.
  2.     Fees Misrepresentation:
  Velocity did not address the core issue of misrepresentation and deceptive sales tactics by their representative, *****. He presented a rate comparison showing significantly lower fees than my previous provider, Square. However, the actual fees I incurred were much higher.
  3.     Lack of Communication and Accountability:
  Despite numerous attempts to reach *****, including emails and calls, he has been unresponsive. When I contacted his office, I was redirected to Ms. ******** who acknowledged the doubled fees but could not provide an explanation.
  After my detailed email on May 15, 2024, requesting either the cancellation of Clovers contract and Velocitys contract or a fee reduction, Ms. ******* assured me she would look into it but never followed up. My follow-up email on May 28, 2024, also went unanswered.
  4.     Unethical Sales Tactics and FDUTPA Violation:
  During the initial sales pitch, ***** emphasized the flexibility of trying the service and leaving if unsatisfied, which now appears to be a deceptive tactic. He did not disclose that the Clover contract is non-cancelable.
  These practices may constitute a violation of the Florida Deceptive and Unfair Trade Practices Act (FDUTPA), which prohibits unfair, deceptive, and unconscionable acts in trade or commerce.
  Given the above points, I reiterate my request for the BBB's assistance in resolving this matter. I seek either:
  The cancellation of both the Clover and Velocity contracts without penalty.
  A significant reduction in fees to match or be lower than what was originally promised, ensuring alignment with what I paid previously to Square.
  Thank you for your attention to this matter. I look forward to a fair resolution.
  
  

  Business response

  06/17/2024

  Some of the products being sold arent federally regulated and approved to process card payments through **** and MASTERCARD i.e. KRATOM, DELTA products etc
  
  Merchant was switched from the cash discount program (CDP) at 9:57 a.m. PST on November 22 while on a call with *******, he signed the paperwork indicating his participation in the process of switching platforms. A few hours later, the merchant spoke with ******* on the phone and they reviewed the Interchange rate paperwork once more.
  During a discussion with ******* on May 3, 2024, the merchant stated that he had joined up with a different processing firm and that he wished to cancel his account with **********************. The merchant asserted that despite receiving his lease and processing agreements, he was not in a contract with VBS. ******* initiated contact with the merchant 11 days later, he said that he decided to process with his bank. He also claimed to have someone looking over the documents and would send an email in a few days.   ...

  Customer response

  06/24/2024

   
  Complaint: 21806961
  
  I am rejecting this response because:

  I am writing to respond to Velocity Business Solutions' latest reply regarding the processing of certain products and the switch from the Cash Discount Program (***). I would like to provide additional context and clarification on this matter.
  Non-Federally Regulated Products:
  1.     Product Clarification:
  Velocity's response mentions that some of the products sold in my store, such as Kratom and Delta products, arent federally regulated and approved for card payments through **** and MASTERCARD. While these products are legal in *******, I have since learned that they are subject to strict regulations by Mastercard and Visa.
  Its important to note that I was not informed about the specific federal regulations or restrictions related to these products during the sales process. This lack of communication and transparency is a significant concern.
  It is the responsibility of the processing company, in this case, Velocity, to inform merchants about such regulations. This was not communicated to me at any point during the sales process. Instead, Velocitys representative requested the removal of photos showing these products without explaining the underlying reason, which indicates a deliberate attempt to obscure important information.
  2.     Request to Remove Photos:
  When I initially sent photos of my store to Velocity, I was asked to delete images containing Kratom and Delta products. I complied with this request, as evidenced by the text messages exchanged, which I have saved as documentation. Velocity did not inform me of the reason behind this request, which I now understand was due to Clover's policy and card network regulations against placing their equipment in stores that sell these products.
  This lack of disclosure and clarity about why these photos needed to be removed is part of the broader pattern of misrepresentation and deceptive practices.
  Switch from the Cash Discount Program (***):
  1.     Switching Platforms:
  According to Velocity, I was switched from the *** at 9:57 a.m. PST on November 22 while on a call with *******, and I signed the paperwork indicating my participation. Its crucial to note that this switch was suggested as a solution to my complaints about high fees. However, the switch led to even higher fees, which contradicts the initial promises made by their representative, *****.
  2.     May 3, 2024, Conversation:
  During a discussion with ******* on May 3, 2024, I expressed my desire to cancel my account with ********************** due to unsatisfactory service and high fees. My assertion that I was not in a contract with VBS was based on the misrepresentation and deceptive sales tactics experienced. Despite receiving lease and processing agreements, the terms were not fully disclosed at the point of sale.
  Misrepresentation and Deceptive Practices:
  Velocitys failure to disclose crucial information about product restrictions and the non-cancelable nature of the Clover contract constitutes deceptive practices.
  The continuous misrepresentation of fees and the lack of transparent communication have caused significant financial and operational disruptions for my business.
  Requested Resolution:
  Given the above issues, there is only one acceptable resolution: Velocity must take responsibility for their misrepresentation and lack of transparency and cancel both the Clover and Velocity contracts without penalty.
  Sincerely,
  
  *********************

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Re: filing of fraudulent credit card transaction dispute:on october 19, 2013 i received payment via **************** credit card from Velocity Business Solutions to provide Datacap/Netepay software for a merchant that Velocity was to begin credit card processing. i purchased the software on 10/30/2023 and activated and installed the software on the same day at the merchant's location. i attempted to run a test credit card transaction and received error message. This error can only be resolved by the ***** Velocity Business Solutions ). after 6 weeks of trying to get this error resolved, the merchant decided to process with another ISO.i provided what i was paid and the failure of the conversion lies soley with Velocity's failure to resolve error on their side. Velocity filed credit card dispute on 12/14/2014 claiming i did not provide product. this is 6 weeks after i actually did provide the product. can you help? i want my money refunded to me..i have uploaded some documentation and have a lot more, including emails of Velocity's acknowledgement of my installation of software on 10/30/2023.see uploaded documents: 1) Datacap ***************************** 2) WestendGovelovity

  Business response

  01/17/2024

  *** was an outsourced tech installer, initially paid upfront for his services on 10/19. We were in constant communication with him (please see attached email list ) in regard to the "backend issue" not being fixed that he mentions. Install attempt was on 10/27 with test attempt following on 10/30, when we were told of the first error code being received. This was corrected exactly as noted the first time from Datacap. The correction didn't work and we were given a new error on 11/6ish which was when *** had gone out to re-attempt install. Datacap advised it needed another backend edit, this time by TSYS direct, so we had to wait for a ticket to be put in by PaySafe tech, then for Tsys team to review and complete the edit. This was FULLY completed on 11/20 information was sent to ***. Re-attempt  was scheduled for near the end of the month. 11/20 Velocity Tech had asked for our *************** to reply to the email thread including *** with the proof of correction. Then on 11/26 after not hearing from *** another email reply was sent with proof from TSYS direct that the final error request was completed. Notified 11/27 that the merchant was requesting to cancel. There had been no communication with *** until chargeback happened. Velocity Business Solutions only brought our merchant and *** together. The merchant was to pay for the services rendered by *** after install. However, instead the merchant cancelled services due to the install not happening and therefore never paid.  VBS relies on a 3rd party to build the file, and the customer to pay ***, neither of these issues are the fault of VBS.

• Initial Complaint

  12/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Paid $4110.35 for a chargeback from a customer 12/27 that ********************** did not personally notify me of. The business ******************** was closed 09/2023 and the company Velocity is who the company used for payment processing. Velocity was made aware of the company closing, they sent updated agreement as the current agreement was changing to the new owner who decided to start their own business under a new name. Velocity had the updated e-mail address where contract was sent as business closed (proof provided), they had an error on their end with one of the signatures from me and never personally reached out. They let it go following up with people who were not personally liable. Because of the missing signature they withdrew funds monthly which was a result of their issue. As soon as they finally decided to ask the new owner my contact information I signed immediately once received. At that same time I received the notice for this chargeback on 12/21 to me personally but the due date to dispute was 12/3. Again they contacted and spoke with the new owner who once again was not liable. So I was sent off to collections who was personally liable. I have plenty of supporting documentation that the business delivered on this chargeback and is invalid from the client. Again once I found out I immediately submitted but the chargeback company declined me as I way past due on documentation. Because Velocity did not save my contact information or do their due diligence to personally contact me I had to pay today to prevent it from negatively impacting my credit. I will never refer another business to use Velocity, our old processing system never had the stipulations they do in their contracts and were more professional. I have reached out for updates in regards to the monthly money taken due to their fault of the contract signature and now this dispute where this client wrongfully submitted.

  Business response

  12/27/2023

  Our *************************** had called the merchant 4 times on both numbers we had on file, they had also emailed once and sent documents via ******** 5 times to the email we have on file starting November 8th 2023 . Velocity initially has no information on chargebacks as these do not come through to the processing company, this is through the bank that the customer/client of merchants goes through to dispute the charge. When the merchant gets a chargeback they are usually sent notification via mail from the bank/chargeback department. Velocity was made aware of an ACH Reject on Nov. 28th, 2023 - sales rep reached out to ******* there was no answer. On the 29th, we reached out to the new owner. At that time she didn't want to give out merchants information. And said that she would reach out on our behalf and have merchants contact us. We were Still reaching out to the merchant with the information we had on file. On December 21st, when we spoke to the new owner she gave Velocity the previous owner's information. Lease docs were immediately sent to the updated email address and were signed almost right away by the merchant. And were submitted to get the transfer resolved. ******** had called in and spoke with our support department in regards to the chargeback, needing help/ At this time it was explained to the merchant that we would be unable to help with the chargeback as this was not a chargeback with Velocity. An email was sent to the merchant with the information/link for BusinessTrack where she could create an account and dispute the chargeback, she was also given the number for their support department. She stated during the phone conversation that the previous owner had reached out to her 2 weeks prior and informed her of the chargeback and that the lease transfer docs needed to be resigned. Prior to our support department emailing the documents needed for the lease transfer our applications department had sent her the documents via ******** as well to the email we had on file. 
  

  Customer response

  12/28/2023

   
  Complaint: 21061218
  
  I am rejecting this response because: I would love for someone to please call me on this directly. My direct personal contact information has been provided when initiating this and in my e-mail to your support department. When someone closes a company, gets fired, or quits the first thing that changes is their contact information. Velocity was made aware of the new personal email address which was used back in September when the business closed and for the addendums to the contract that needed to be executed with the business closing. I have spoken with an attorney in regard to this situation and at this time no action will be taken directly with Velocity and with the client directly. But in regard to your message as it clearly states this is not a result of Velocity's issue for the chargeback and communication, the one issue at hand that still remains and that I would still like resolved and a phone call back is a credit back for the past few months where withdraws were taken from the bank account. Again, ********************** definitely had for this updated contract my email as it was used for the initial addendum (proof attached). I had reached out to the bank and even questioned the withdraws and they were unable and unaware of what company it was until I was speaking with your support team. Support advised they were going to get with management requesting refunds. I would like to hope this part could be resolved on Velocity's end.
  
  Sincerely,
  
  *************************

  Business response

  01/02/2024

  Our customer support department will be reaching out to discuss further the concerns. And to hopefully get the issues/concerns resolved.

  Customer response

  01/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company is totally a scammer, started in July when ***** contacted me several times to convince me to subscribe to their services despite my refusal. However, he insisted that I give him a chance, and after much persistence, he sent a representative to me. After insistence and the presentation of a great offer, according to him, I agreed on the condition that there would be no surprises or hidden fees. The offer was to pay only $224, inclusive of all fees and taxes. also not a cash discount program, We also agreed that I would not pay any fees during the summer break or pay the full month if we only opened for a portion of the month because my restaurant is located inside the university and my customers are students. The company has withdrawn funds from my account four times even before I opened my restaurant, knowing that the opening date was scheduled for August 23rd. In addition to that, your company has withdrawn approximately 8% (it should be 0%)of the total amount for the first day, and I expect this unjustified withdrawal to continue without any right . I demand that this company refund all the deducted funds and initiate an investigation into this manipulation that has occurred. I am extremely frustrated now, as I have wasted a lot of time and money due to this company's actions .they are keeping wasting my time and my money I called many times and sent emails ( no response of course)this company hurts **************** my family and my small business, I request to refund all my money and cancel their service without any obligation. by the way I have a witness the person (salesman) who was sent from this company and hes willing to approve my story with this company.

  Business response

  08/28/2023

  I am very sorry you feel this way sir. *** were presented with the cash discount program that you clearly signed and agreed to on multiple pages of the agreement. The service is billed as soon as the account is active and equipment is billed as soon as it lands and is installed. *** are set up for seasonal billing or your processing service, that is also in your agreement per your request. I am not sure where you are getting the 8% from, as you are on the 3% cash discount program. Any and all fees you were billed, were clearly disclosed in the page that you attached in your complaint and the contract you signed and agreed to. I also got on the phone with you personally last week and attempted to resolve any and all issues with you sir. I am still willing to help you. We have offered to remove the cash discount program and give you an interchange plus program and refund some of the fees that you felt were unjust as a courtesy. 

  Sincerely, 

  ***************************

  President 

  Customer response

  09/02/2023

   
  Complaint: 20525146
  
  I am rejecting this response because:
  
  This company has completely scammed me. After discovering that they were withdrawing money from my account much more than our deal and even before I opened the restaurant because my restaurant is seasonal, only open during the school season and closed for four months in the summer, opening five days a week only for lunch. I also discovered another shocking thing when the vice president contacted me after I complained on BBB, wanting to negotiate. My demand was to completely stop dealing with this company and never have any further dealings with them. When he knew my determination, he told me that I couldn't cancel the service until four years had passed. This shocked me, and I almost fell down . I asked him with full confidence in myself, that his statement was nonsense. But he told me that I had signed a non-cancelable four-year contract and that his company had specialized lawyers indirectly threatening me that I wouldn't prevail against them. He sent the contract via email with an electronic signature, which I totally deny it accusing them of fraud and deception. Firstly, it is not logical for me to sign a four-year contract when the restaurant lease agreement expires next year and Im not sure if Im going to renew the lease or not especially after the pandemic we are not doing well . Secondly why should I obligate myself to lease a device for four years at a cost of $180, equivalent to $8,640, when I already own the same device and my restaurant is seasonal ? There are many other details, document and evidence that approves my story with them.
   those companies are targeting small business and family businesses owners and scams them in these deceptive ways. This company and others like it are very dangerous to the American economy and we must stop them. We should not remain silent and fight them by all means necessary."
  
  *******************

  Business response

  09/07/2023

  Dear ************,

  First of all, please do not refer to our company as a "scam" which means a dishonest scheme; a fraud. We have done exactly what we agreed to do per our agreement we both signed. You received brand new and excellent working equipment. The savings we proposed are 100% accurate based on the cash discount program you approved. You are set up as a seasonal business, meaning processing fees are frozen when you advise us you are not open. You have stated you never signed the agreement, yet we have provide the copy of it, that was sent to your email, with your IP address, and signed by you. We have offered to lower your rates and monthly fees down to our cost. We have offered to cut the equipment cost in half, all to appease you. You are not willing to take any responsibility for anything or willing to agree to any compromise.  We do not have any other options for you sir, but are more than happy to continue to work towards a compromise.

  Sincerely,

  ***************************

  President

  Customer response

  09/12/2023

   
  Complaint: 20525146
  
  I am rejecting this response because:
  
  Firstly, I do not bear any responsibility for what happened at all because all of that occurred due to your employee's (***********************) deception and fraud. It would have been more appropriate for you to take the responsibility for this situation.
  
  Secondly, I completely deny that I agreed to or signed a contract because it is illogical and impossible for me to do so. I mentioned this in the initial complaint, and soon there will be a full investigation into the case.
  
  Thirdly, I completely refuse to deal with your company after this horrible experience that I have suffered and continue to suffer from. Especially after I learned that you put me to be affiliated with another company for four years, which is completely unacceptable. I contacted them and requested to terminate this service, but they redirect the calls back to your company, claiming that the matter is in your hands, while you say it is in theirs. So, I am caught between these two companies.
  I have suffered a lot with your company, and my business and health have been affected because of you. However, I will not remain silent until my last breath because I am in the right and you have violated me. I will knock on all doors to reveal the truth, and I am prepared to fight. I have nothing more to lose than this suffering, also I am ready to share my story on social media, television, and in newspapers.
  
  Finally, I will not give up on my request, and in addition, I demand that you refund the amounts withdrawn from my account.
  
  
  *******************

• Initial Complaint

  01/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We agreed on a flat fee for our credit card processing and services started the following month (Dec 2022). Since then, none of the fees have been charged correctly and the service has disconnected our credit card processing without any warning before or afterward three times, costing our small business thousands in business. Every time, I am told that this will be resolved immediately only to have the problem reoccur. We've had our deposits withheld on numerous occasions now. If you own a business, DO NOT TRUST THIS COMPANY WITH YOUR MONEY. It has already cost us more in sales than we would have saved and they have not fulfilled any part of their contract as stated. I have asked someone to contact me about canceling twice now and still have not received a call or response. Do not do business with this company.

  Business response

  01/18/2023

  Thank you for contacting us to resolve this matter. You are on a flat rate program for the merchant account you signed up for. The problems you are experiencing is from your bank account allowing credits from the processing and not allowing recurring debits to pay the bills you have incurred based on what was agreed to in the contract for your account. We do not believe this is the actual nature of this complaint though. You processed a large out of the country transaction without all the proper information entered for it. Your funds were then put on hold by the processing backend Swiped, not our company. We have gone to great lengths, and spoke with you on multiple occasions to help you resolve this with the processor, we have even personally guaranteed the transaction for you with them, making us liable for it, just to appease you. Every issue you are experiencing is from SWIPED mainly, and NMI your processing connection that connects your website to SWIPED. We are eager to resolve this matter, but we believe you complaint is directed at the wrong company. 

  Sincerely,

   ***************************

  President 

  Customer response

  01/25/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************

• Initial Complaint

  12/01/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  They offer me a credit card machine processor , the sales person told me the machine is free. They send me a bill for $240 after 2 days from signing the paperwork, I called them they wont terminate my contract, I just want them no more I only used the machine 1 time only after receiving the bill for $240

  Business response

  12/15/2022

  I am sorry to hear you are not happy with our service sir. ** fully disclosed the cash discount program to, for passing the fee off to your customers to lower your credit card processing fees exponentially. Not only was the program explained to you in detail, you received a full agreement that went over the costs that you would be paying and signed for them on multiple pages and received copies of all the paperwork. As soon as you brought to light that you were displeased, we immediately called you to resolve the matter and you said you were satisfied and would remove this complaint. I confirmed this with the BBB that you were happy with our service. Our VP of sales even came out to your location to confirm your satisfaction. You then said you were not happy again, we called you back right away and said you were satisfied. Two days later you called in again and said you were not happy for the third time, when nothing had changed on our end. Our retention manager reached out to you, to offer you more credits and you said you were pleased. ** invested thousands of dollars into getting your account up and going with the equipment you personally selected and signed for. You have placed stop payments and not paid your bill for any of the services or transactions you processed. ** are eager to resolve any issues you may still be having so we can move forward as originally agreed. 

  Sincerely,

  ***************************

  President of Velocity Business Solutions LLC

  Customer response

  12/15/2022

  Close the account, Im not interested to use it. I did received your email. And I replied back with a request to cancel everything I dont need nothing, your VP come to the store today and picked up the credit card machine processor. All I need is to close the account, thank you 
  ***********************

• Initial Complaint

  08/15/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was solicited by Justin D. @ Velocity about switching to a clover and having Velocity process my Credit Card transactions monthly. I was told by Justin that I would pay no more than 50.00 MAX per month for cc processing. I have since been billed by Clover, First Data Management Services, and Velocity for processing fees over and way above the 50.00 quote. Justin explained to me that they will automatically tack on 4% to all credit card transactions which is paid by the customer and they would keep 3% and I keep 1% with a maximum charge of 50.00 per month. Justin would not correct this so I contacted the VP of Sales at Velocity and have not been able to resolve this issue. To date I have been billed the following charges: 6/02/22 VELOCITY 25.18 6/10/22 CLOVER 19.14 6/15/22 FDMS 63.89 7/5/22 VELOCITY 134.81 (99.00 YEARLY FEE AND 35.81 CC PROCESSING FEE) 7/14/22 CLOVER 33.11 7/15/22 FDMS 184.51 8/15/22 FDMS 40.00 I have since been credited back 95.18 of the overpayments When I discussed the agreement with Justin I specifically asked him if there were going to be any MISC FEES coming out that I should be aware of. He told me no, just the velocity fee of 50.00 max per month. The Clover Mini was supposed to be free of charge since I was using velocity for all my cc processing. I do a maximum of no more that 2800.00 cc transactions each month and I am not being charged correctly. I have since come to find out that velocity is some sort of RESELLER company for FDMS, whatever that is. Please help me resolve this issue. I would be forever grateful. ***** ***** ******** ******* & ***** *** ****** ** *** *** Marietta, OH XXXXX XXX-XXX-XXXX store XXX-XXX-XXXX cell *************@yahoo.com Bryce B. Vice President of Sales Velocity LLC XXXX Xst Ave N. Suite 302 St. Petersburg, FL XXXXX Contact: 7AM-3:30PM PST Website: govelocity.com Email: *****@govelocity.com Office: (US & Int): XXX-XXX-XXXX ext. 601

  Business response

  08/30/2022

  Business Response /* (1000, 5, 2022/08/17) */ This needs to be moved over to Velocity in Portland OR. When can we chat? Consumer Response /* (3000, 7, 2022/08/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) They are now sending me to oregon and didnt provide a contact name and address in oregon. I am tired of being passed around. Business Response /* (4000, 9, 2022/08/22) */ You can reach someone at the Portland office by phone at 888.505.6477 ext 1 or by email at ***************@govelocity.com. If they don't respond right away, they will reach back out to you soon. Because this issue is in the hands of the BBB, they may opt to have this issue resolved with the constraints of the BBB, and if there are further issues beyond what's listed in the complaint, make sure to be clear with them about that. Since we are a sister company, I have looked into your account to see what is going on, and this is what I found. As per your contract, and your current processing agreement, here is EXACTLY what you were charged last month: Your equipment fee is $40, and you had $25 in Velocity fees. So a total of $65. Please read the below explanation to understand your processing agreement with us: You were debited $76.59 for your PROCESSING FEES, fees that you collect from your customers that pay your bills to VISA/MASTERCARD/AMEX/DISCOVER. THIS IS NOT A CHARGE! THIS IS COLLECTED FROM YOUR CUSTOMERS, THEN WE PAY YOUR BILL FOR YOU! Since you make your customers pay 4% to you, and we collect 3%, you actually profited $22.54 in the month of July on the processing. So we took $65 TOTAL as an actual charge from you, and you profited $22.54, so the ACTUAL CHARGE TO TABLETOP GAMES WAS $42.46, which is actually under the $50 that you were quoted. Consumer Response /* (4200, 12, 2022/08/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) They act like I dont understand that the 3% goes to the CC processing co. The problem is 1. THEY ARE CHARGEING 3 1/2 not 3 as stated. 2. They are charging me for LEASING the equipment when it was supposed to be free. I am being charged over and above the 50.00 cost per month which was the AGREED UPON COST. I specifically asked Justin about any MISC FEES, he stated there would be none. that is not true. he misrepresented Velocity to get me to sign up for their services. At no time was it relayed to me I would be getting a bill from FDMS, Clover, and Velocity each month. they never even mentioned this company. There should be NO LEASE chgs per month. I should not have to pay processing for BOTH Velocity AND FDMS each month.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩