ComplaintsforVelocity Merchant Services/VMS

• Initial Complaint

  08/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I should have known not to sign up for this when they were so pushy to get me signed up. I was looking for help to accept EBT. They assured me they would make this happen. I signed up....never got to the point I could accept EBT and have paid over $60 a month for 3 years when I don't even have their terminal plugged up. They don't tell you there is a very high cancelation fee if you cancel before 3 years. But my 3 years is up and I can't get a response from the company and my last bill was over $80. I have paid over $2000 for absolutely nothing. And they make it very hard to cancel. I got in touch one time and she told me I had to write a letter and mail it to cancel. REALLY!!

  

  Business response

  08/07/2024

  We're sorry for any confusion on this.   We cannot guarantee that the **** will approve you for EBT acceptance.  All we can do is help with the lengthy approval process to make it easier for you.  Your processing accounts were cancelled with us at no charge, so the money you're referring to is most probably the leasing payment for the equipment.   That needs to be addressed to FDGL, the firm we resell for.  You can reach them at *********. The request for a letter is not unusual by the way.   Since all documents related to credit card processing services are in the name of the owner, verbal authorizations are not accepted for security reasons.

• Initial Complaint

  08/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  The velocity merchant services is holding my money from store which was a credit card paid for the products at my store .. they say the risk department is reviewing the account and passed 90 days now, they dont take my call or reply to any our email they committed to release the payment on 07/27/2024 and has not done that no correspondence after there commitment i would like them to release the money my store is closed due to this act of them and i could not buy the goods to sell.

  

  Business response

  08/07/2024

  Ismail, 

  I checked into this as it seemed odd.   First off, we don't hold any money, ever.  *********** the company that we resell for, determined that something in the processing history looked off and they put the hold on the account. We're sorry that this had an impact on your business but it is out of our control. Please address your concerns to them  at  **********.  They should be able to explain the reasons for the hold and what needs to happen next to clear it up.
  

  Customer response

  08/07/2024

   
  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

  06/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I don't know if velocity contracts out their telemarketing, if there's ill intent on behalf of scammers/spoofers or the common practice of telemarketing merchant service is subterfuge, I have gotten at least 1 call a day for the past two weeks from individuals claiming to be Velocity merchant services, however the caller ID never says **********************, Some of the caller ID's are "ALPINE PACIFIC", "TCC NETWORKS", "THE **** COMP" and various city/state format caller IDs that when answered there's a pause and the calling party says hello can I speak to the owner? I say why? and after some back and forth they state there with Velocity, no elaboration, just "VELOCITY", I honestly didn't know what Velocity was. Bad business practices in telemarketing and very poor professionalism is the merchant services telemarketing, they act like bill collectors.

  

  Business response

  06/20/2024

    Our reps identify themselves as VMS, not Velocity.    There is also another company out there called Velocity and it might have been them.  We checked our records and have removed you from our call list, tho we show no calls made to this number yet.

  Customer response

  06/20/2024

   
  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

  05/17/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On Aprile 24th 2024 VMS contacted me telling me they would like to sign up my business to accept EBT food transactions. However VMS took advantage of my poor english skills and signed me up for a terminal and multi month long agreement that I was not aware of. Furthermore they did not help me accept EBT food transactions. It became clear to me they are scammers. When I tried to cancel their services they requested $600. I want to cancel everything and they are unwilling. I did not agree to their terms.

  

  Business response

  05/26/2024

  We're sorry for any confusion that has occurred.  In order to accept **** you must have a terminal and an approval from the ****.  We don't recommend using an existing machine as the program changes necessary can damage the machine and then you'd be left with no ability to accept any cards.  As for the **** it can take up to  6 weeks to get approval from the **** after your machine has been installed.  They require separate applications as well as a site visit.  It looks as though you're equipment hasn't been installed yet though we've been trying to reach you on an almost daily basis for the last month.    We will have someone call you to reconfirm your needs and answer any questions you might have so that we can resolve this.

• Initial Complaint

  04/25/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This company signed a fraudulent lease in my name with clover I never was aware of the contact. They also charged over 4000 dollars for a piece of equipment I never used in which I shipped back I never agreed to there service nor did I use there processing machine one time. This was a complete fraudulent claim on there behalf.

  

  Business response

  04/30/2024

  ******, We're sorry for any confusion that exists, but there is no contract with Clover -  the only lease and service agreement  on file is for the FD150 and pinpad that you've already cancelled through ****.   The only mention we can even find of Clover is the possibility of the owner of your restaurant possibly wanting one.  And unfortunately, whether the machine was used or not there are still costs involved in the return and the closure of the account which are laid out in the agreements you signed.

  Customer response

  04/30/2024

   
  Complaint: 21625683
  
  I am rejecting this response because:
  The business has not removed me from the illegal contract they originally signed me up for I returned the equipment that was never authorized to be sent to me also never used this equipment one time.
  Sincerely,
  
  ***************************

  

  Business response

  05/03/2024

  Unfortunately, since there is  a signed contract on file for the equipment, as well as  a record of the exchanges regarding delivery, there isn't much we can do.  As a reseller, any equipment charges need to be addressed for FISERV.

  Customer response

  05/03/2024

   
  Complaint: 21625683
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ************ closed our business account, due to not receiving a copy of our business license. The head office of the bank sent the information to the local branch of which we opened the account and they failed to inform us of what was requested by the head office. We went in and solved the issue with the bank and spoke with a representative from VMS and we followed all the necessary steps to resume funding activities. Note: all daily funding to our account was returned by the bank. VMS sent in a portion of the money and told us that it was all that was held. After several phone calls and going through the accounting steps and sending statements, so they could use and compare with there's we are yet to receive the remainder of the funds. See attachments.

  

  Business response

  03/26/2024

  As we understand it, your funds have all been received.   The time lag was caused by a combination of the time it  takes to make the bank account change as well as the normal 48hour batch time .   We always make sure the the new account is active so that there won't be any delay longer than necessary in your receiving your funds.   Sorry for any confusion on this.

• Initial Complaint

  12/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  okay said i pay nothing ,i have been paying for like last four plus months for machine ** for something we do not know? i started ebt process with you guys its been four plus months cuz i see how long you guys took to upload documents but sent me machine in three days so you guys can start collecting money person name ****** she was like we will take care of everything help you get approve what happned to all those promises ? and since i got the card processing machine never get call from you i have to call nd get update or what u need ND STUFF ? BUT before i started process my EBT with you i was getting call left and right ? im wondering are you guys scam? or for real you guys have guts to lie nd that takes forever to uplode documents , WHEN I CALLED FOR CHARGES RESPOND WAS WE DO NOT KNOW MAYBE THAT CHARGE FOR CARD ************ I GOT MACHINE FROM YOU GUYS SO HOW DOES THIS THINGS WORKS IM PAYING OVER $3000 FOR MACHINE ARE YOU GUYS KIDDING ME? I DO NOT WANT TO TALK WITH JUST ANYONE I NEED TO TALK WITH SOME ONE WHO CAN GIVE ALL THE ANSWERS

  

  Business response

  12/12/2023

  *****, 

  From what our records show, the delay was caused by the **** requiring further documentation from you after the first set of applications; when they didn't receive it they withdrew the application and it had to be started over.  Normally,  once the documents are received, they will do an inspection and even then it can require more documents. We can't control any of that as the **** determines what they need to approve the application and allow the *** number to be activated. The machine you got can also be used for credit and debit card processing, which should have some value for the  business.   We're sorry that the process didn't go as smoothly as you hoped. We wish you well as you deal with the **** .

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I own a gas station convenience store. I was interested in providing *** for my customers so I researched a company to assist with the *** application and process, this was *** of 2022. I came upon VMS (Velocity Merchant Services), I filled out a questionnaire and within a couple or hours a representative ********************* called me back. He stated he works with the *** program which I assumed at the time he was working with the ***************** because he did not deny this when I asked. I told him I am unfamiliar how *** application works and he assured everything would be done for me; all I needed to do was sign some papers. he made it sound so easy. **** said I needed to purchase the credit card processing terminal which would cost about $595 and I needed to purchase it right away before they can begin the *** application. He assured me I would not get billed until my application was approved by the State; and application process moves fast. So I believed him and he sent over the agreement via email. He called and rush me through the application process; I thought I was filling out the *** application over the phone with him and he was submitting it for me to the *****************. When I questioned him about the process and how it works, he reassured me this was standard procedure and once the "application" was completed the ***** will sent someone to the site to ensure we carried all the required food items to be eligible for ***. The credit card terminal arrived overnight and I was billed. I called and asked what I should be doing with this terminal since I wasn't *** approved and already charged. **** said everything is in the works and I will be up and running soon. Come Sept 2022 I am not *** approved and been getting billed. I tried calling **** and left voicemails with no answers, I emailed him on 9/26/22 and he replied 9/27/22 that my *** application would be submitted today. It is now 7/18/23 and VMS sent me to collections and I am not *** approved.

  

  Business response

  07/24/2023

  We checked into the account and it appears that we never received the docs we needed to  finish applying for your EBT license, or for your  account cancellation after multiple attempts from VMS to reach you. We can close the account with us for the  card processing, with no penalties.   However since you signed  a lease for the equipment, you must contact First Data.  They are the ones who are using Northstar Collections to collect on the equipment charges.  We're sorry for any confusion on this.  The other option would be for us to try again to get your EBT application processed through the **** (they are the ones that handle this, not the state) but we won't be able to do that without the necessary documents on your business and partner. That would allow you to use the machine that  you leased through First Data.  Please reach out to our customer ********************** department if you'd prefer the 2nd option.

  Customer response

  07/25/2023

   
  Complaint: 20338566
  
  I am rejecting this response... first of all VMS never received the requested documents because multiple return calls and emails have been attempted on my end with no responses from VMS. Secondly, VMS signed me up and shipped the equipment without the *** application being submitted. From what I've read this is not the first time you've pushed customer to purchase equipment before the actual process with the application has been approved. The only way I will accept and move forward from this, is for VMS to reach out to first data and reverse the charges. It is criminal the kind of practice and the types of employees you have employed. 

  
  Sincerely,
  
  ***************************

  

  Business response

  07/25/2023

   We're sorry you're not happy and would like to help.  Especially as you called us  initially, off of our website to get you started.

  We help our customers apply for EBT and can't do that until they are up and running on either our equipment or software since some of the application requires equipment info.  Gas stations typically require another piece of equipment to be able to accept EBT.( and it typically offers better processing rates as well, so that a lot of stations use it run their merchandise sales) Once you had done that, there were an exchange of 10 texts with our EBT department here requesting information about your business and partner so that your application could be submitted.  Without this information, the **** would not process an application and we didn't hear back from you. The billing (and collection action) that took place was from ********** for the lease and we can't control any of that.  We can cancel the service agreement with us for processing fees, without penalty, because that is under our control.   Please send  a letter in writing to us requesting this as we don't cancel accounts over the phone -  we need to have documentation that the owner requested the cancellation.

  Please call our customer ********************** office for any further help.

   

  Customer response

  07/27/2023

   
  Complaint: 20338566
  
  I am rejecting this response

  I don't understand why you are stating you have nothing to do with first data when ********************* set up the unauthorized account and never told me the terminal was through another agency.  Was he trying to make his monthly quota so he can get his bonus!? I just don't understand how VMS can run a business the way you do; and I know I am not the only person that feels this way from all the other complaints from other customers. why would I need or want a terminal if the application wasn't approved. Why would anyone want to pay for something that isn't necessary? This whole operation VMS has going on is like ***** Fargo fraud scandal. 

  As stated earlier the only way I will be happy and accept closing this case is if you pull my account from first data and rectify everything ********************* started. I DO NOT WANT TO DO BUSINESS WITH VMS AND I NEVER WILL,  VMS need to fix all the headaches this has created in my life. 

  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I own a produce market. We are open May thru October. I was interested in providing EBT for our customers so I looked on line to talk to someone on how to go about signing our business up for it. This was December 2022. I called the number listed for an EBT representative. I spoke to *********************** and he went over some details with me about the program and what I needed to do to get started. First off he said I needed to buy the credit card processing machine and said I should do it right away because the price was likely to go up after the 1st of the year. More than likely would increase $100.00. So I bought the machine for $595.00 even though I didn't need it til May. Then I had to send him all kinds of paperwork, Social **************** ********* etc etc. He said to let him know two weeks prior to opening and someone would come to our business and inspect and certify us for EBT vendor. He said I would not be charged any fees prior to opening and after that I would only be charged for the months I was open. So charges on my business account began in February. I called the company and **** and complained and they all said it would be refunded immediately. After my 3rd call 3 weeks later, the company said they knew nothing about it and had no record of my calling. By this time I am receiving my bank statement and they have charged me for a second time. I called **** again and he said he would take care of it. By this time I am getting a really bad feeling about this company. I finally get a refund for 2 months worth of charges. I told ********** no longer want to use them as my EBT and credit card merchant because I didn't feel they were trustworthy and I had no confidence in their business practices. I said I would like a refund on the card machine I paid $595.00 for and he said it was non-refundable. I said it's still in the box. So I said well i don't want to use your company so cancel any arrangements you may have made. I am still receiving charges.

  

  Business response

  05/11/2023

  *********, It does look like something went wrong with the seasonal hold request , though it was processed and  you got your money refunded.   It does occasionally take  billing cycle or two before all the pieces are in place which is what led to the delay.    And your account shows as closed with ** - Customer ********************** will double check for any other monies, that might have occurred - again the timing of the billing cycle can affect this.  As for the equipment, we typically don't accept returns as it can be used with another processor or be resold on line.  We're sorry for the inconvenience this has caused.

• Initial Complaint

  02/17/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Velocity Merchant Services is charging my business account roughly $65 a month non-activity fee. They were my previous Merchant Services provider. I have been trying to reach them for over a month to close this account, however, the customer ********************** phone number on their billing statement contacts an outsourced customer ********************** office. They tell me they are not capable of closing accounts. I must speak with VMS. They provided me the phone number and email address. When I call there is a prompt to press 1 to be called back, or press * to wait on the line for the next available agent. Selecting either prompt terminates the call and I have not recieved a call. I have emailed them and they do not answer my email. This is going on for a while now and I need this account closed and my money refunded. I would like BBB to have VMS contact me. If possible, I would also like BBB make VMS not terminate phone calls when customers call them. I also have my bank, ******** file a dispute with this company for these reasons. It seems like they purposely made it impossible for a customer to contact them.

  

  Business response

  02/20/2023

  ******, It looks like we spoke with you on Thursday to get this resolved and you should be hearing from someone in our closure department.    Thanks for the heads up on the disconnection problem - our systems person will look into it. 

  Customer response

  02/22/2023

  I never spoke with anyone from VMS on Thursday, February 16. I checked my phone record on my personal cellphone and business line to double check. I only spoke with your outsourced customer ********************** company that's on your statement, but this wasn't on 02/16/2023. What number was dialed? I see a number I don't recognize that was picked up by my cellphone as spam; **************. Is this VMS?
  

   

  Complaint: 19424139
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  

  Business response

  02/22/2023

  No, that's not our number.  You spoke with ******* on Mon 2/13 and **** was asked to call you on 2/16.   There might be a little confusion as all of our records are in your dad's name.   ****'s phone number is  ********** - if you don't hear from her today, try her number.

  Customer response

  02/23/2023

  These are lies. I never spoke with a *******, and I spoke with a **** yesterday 02/22/2023. **** and I resolved my issue on yesterday's phone call. I specifically asked **** about the alleged phone call on 02/16 that you state happened. **** admits to not only not have a record of a phone call for 02/16 with me, but admits that she would've made the phone call and did not speak to me on 02/16. I know your phone calls are recorded therefore there are records of these conversations. If you claim that you are right and I am wrong then maybe provide these phone call records to BBB so they can determine on their own.
  Complaint: 19424139
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

*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. ↩