ComplaintsforVelocity Merchant Services/VMS

• Initial Complaint

  02/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I need to cancel their services to receive credit cards from paying client at my hair salon. I have tried for months to reach a live person with no avail. I have left email after email and been transferred around and hung-up-on for months. I need my service CANCELED, TERMINATED NOW PLEASE AND THANK YOU.

  

  Business response

  02/17/2023

  Veronica  I'm having our customer ********************** department reach out to you to give you a hand.  Rest assured we'll help you out as best we can.

• Initial Complaint

  01/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My name is *************************************** I own two pizza take out businesses one in ************ ** ********************************, and one in ******** *********************. We wanted to be apart of the *** program where you can use food stamps to purchase food through ** and velocity merchant service told us that we needed to update payment devises so we chose one of the pos stations witch they said it would have online ordering with delivery and mapping great fit for quick serve restaurants. When we received it it was the clover dual system and had nun of these things that they said and they were trying hard to make me keep the stations and trying to make me run credit card thru as soon as possible they couldnt add my menu correctly in it because they dont have a pizza builder on the screen and when I backed out from them they stopped giving me service stopped my calls and emails and now Im being sent to collections cause of there bad service and the lies I received.

  

  Business response

  02/14/2023

  We're sorry for any confusion but  our records show that your menu was loaded and that we never received the necessary documents for your MOU program application and that our service was cancelled at no charge. It appears that the collections effort is not coming from us, but from ************ the people that leased you the equipment).  Please contact them to resolve the issue.  Or us, if we can help in any way.

  Customer response

  02/15/2023

   
  Complaint: 18962325
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************************

   

  Thank you for getting back,the system. Velocity merchant services provided us did not have a delivery system mapping features. In fact, they were telling us to tell our customers to go online to take a delivery order also, the pizza layout menu cannot be fixed because they did not have the option to do it after we told them that we need to return this devices since they had sent them to us we lost contact they were promised they will call me back and I never did until first data wanting $10,000 from us 

   

  velocity merchant services signed ************** up under a false advertisement on equipment  

  

  Business response

  02/17/2023

  Again, we're sorry for any confusion.  I know you met with our ************** when he drove out to you to try to get a set up that would work for you and we're sorry to lose your business since the system isn't able to do what you'd like it to.    Because the lease was signed with FDGL, any questions regarding the equipment need to go to them.

• Initial Complaint

  01/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Credit card processing through velocity - with clover and first data.The POS was never used or opened. We have one processing clover square.They said we signed a contract - and impossible to cancel. They have been taking out $***** each month and $37.00 each month since june 2021. The $37 per month is approvedThe ***** wasnt. BBM hasnt had a move job since April 1 2022. We no longer have trucks equipment or supplies.I mailed the equipment back to Clover Velocity or first data.They have taken $1700.00 from my account. Now they have their equipment back - never used once and wont cancel the contract. Thats criminal in my opinion.

  

  Business response

  01/17/2023

  Please call our customer ********************** department with your account number. -   there seems to be no record of your name, phone, address , email or business name.   There is another Velocity processor  and it's possible you need them, not us. We'd be happy to help you get to the bottom of this.

• Initial Complaint

  11/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The attached document will provide information regarding Velocity Merchant Services refusual to return calls to correct erroneous and inaccurate information that was on the application to acquire credit card services. Because the errors were not corrected the application was processed, you are held liable for a transaction that was not corrected, and when you don't pay the fees, the incomplete transaction is sent to collections.. This action is perceved as an unfair and deceptive business practice. It appears that this company engages in bait and switch business activities as you scroll through the application it provides your name electronically. As you point out descrepancies in the application they do not correct it nor do you have the opportunity to cancel this application because they refuse to answer your calls.

  

  Business response

  11/10/2022

  In researching this, it appears that your equipment was installed and working correctly  on 5/14/22.  The *** application (which most probably would've been approved as we've done other food bank -like businesses) was withdrawn by you and we cancelled your account with us at no charge.  The equipment is the property of the leasing company so all of those charges need to be addressed to FDGL.   Since the equipment was received here in July, they're probably a little confused.  From our records, it looks like we are trying to get our FDGL contact to help you out, as a sign of good faith.  But the billing and credit problem can only be resolved by them.  Their phone number is *************, not the one you've been using.

   

  We're sorry that this didn't go as planned and will keep you updated if we are able to help further.

• Initial Complaint

  07/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Velocity reached out to me about their merchant card processing for CBD stores. I own one retail store located in ************. I was called by Velocity in March of 2022 about using them as a merchant processor. I asked him to see in writing what the fees would be. The salesperson told me he couldn't do that unless I filled out the paperwork and was approved first. The paperwork asked for my banking info, and I reiterated to him several times that I wasn't agreeing to use them, and that he shouldn't charge my account for anything until I gave him the ok. He agreed. I filled out the paperwork, and before I had a chance to get back to him, Velocity withdrew $300 on 4/1, $39.95 on 4/04, and $39.95 on 4/21. I texted the sales rep immediately, it took 15 days to get the $300 returned, the other two charges were refunded a day after they were taken out. Then on 5/2, a charge of $89.95 was taken out of my account by *********** who had received my banking info from Velocity. It was returned on 5/3. Each time these withdrawals were made without my permission or knowledge, they caused other payments that were outstanding to bounce and I was charged fees by both the debtor and my bank. A few weeks ago I received a letter of demand from ********** claiming that they were owed $129.90 per my Merchant Processing Agreement. I have never used them or their company to process any payments, nor did Velocity ever send me any of the equipment that I would need to process cards at my business. I called ********** and they told me that Velocity has to call them and ask them to remove the charges from my account. I cannot get anyone who has the ability to do this at Velocity to communicate with me. I've spent hours dealing with both of these issues. I want Velocity to contact ********** and tell them to remove the charges from my account. I want to see in writing that this has been done, and accepted by **********.

  

  Business response

  08/04/2022

  We would love to help you resolve this but your name does not appear in our records.  Please supply your business name so we can address this. Thank you!

• Initial Complaint

  06/24/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased a machine from this company in order to apply and accept ebt at my new business.. when talking to the representative she in formed me that the machine was **** dollars in total and I offered to pay up front. She insisted that I make payments for the exactly ****.. later I spoke with the install department as he reads my note he informs me that I was going to be paying close to ****** dollars for the ***** system.. I immediately ask for a return label to send the machine back to the seller.. they never did

  

  Business response

  06/27/2022

  Dair,   We checked into this and it appears that your partner signed the lease, most probably because of the warranty which allows for equipment replacement in case of fire or theft.   The leasing costs are all laid out in the lease itself, so there shouldn't have been a surprise about the overall cost.  We have honored your request to cancel the account with us, but to move this along you will need to return it to us.  As there is nothing wrong with the equipment and we are not replacing it, we would not normally send a shipping label out.  I recommend that you speak with **** ********** to work out the steps needed to close everything out to your satisfaction.

• Initial Complaint

  05/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have called several times to inquire about the merchant cash advance that VMS offers. When you call in to speak to the only person who handle this (*****), you can never get her on the phone or to return the call to you. Instead a prefiled application is sent via email with my partners information. When you call to ask questions you have to speak with a customer ********************** agent who can barely answer questions about the cash advance. One noticeable discrepancy is regarding a credit check. When the call is placed on hold, the automatic recording is advertising the small business cash advance with no credit check, however this isnt the case. VMS does run your credit and base their decision off of personal credit score as if it was a traditional bank or SBA loan.

  

  Business response

  05/25/2022

  *****, We're sorry that this hasn't gone as well as it should.  Our records show that  ***** did speak with you about the working capital application and that there was paperwork missing.  We re-sent you the application on Friday 5/20. 

  We do outsource this function and the companies we use have changed some of their criteria due to COVD. including credit checks.  Thanks for pointing out that our recording needs updating. 

  Please re-submit the application and we can  submit it again.  As it's been a few months since the first attempt, I'm sure your processing volume as well as other information has changed. This can make a difference to getting it approved.

  Customer response

  05/27/2022

   
  Complaint: 17246457
  
  I am rejecting this response because: The first application that was submitted I may have spoke with *****, however the application was sent in *************************** name and it was pre filled.  I contacted VMS on Friday attempting to reach ***** and spoke with a rep who was to pass along a message to have her return the call to me.  She never called and once again sent a pre filled application in *************************** name.  Again, this application was denied.  Vms does not give a disclaimer that this process has changed due to Covid or even outsourced to a different company. Their recording when placed on hold is false and misleading. I will be looking for a new merchant.
  
  Sincerely,
  
  ***************************

  

  Business response

  06/02/2022

  Apparently, since the application was submitted in ********** name, all communications have gone through him and he is aware of why the cash advance was denied and what the next steps/options are.  ***** just spoke with him and updated him.

  Again, we're sorry that things did not go as you hoped.

• Initial Complaint

  02/16/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I went through Verlocity Merchant Services to be able to accept EBT on my Food truck they told me a needed a pos system to get the process started the contract was with ********** Global Leasing for Four years but never got me qualified for EBT and did tell me that I didnt me the qualifications until after signing the Lease. ********** stared taking money from my account in July 2021 for every month and in January 2022 I started get call from North Star collections stating I wasnt making payments but I have my bank statements I contacted ********** and the stated they havent gotten a payment since October of 2021 and that they dont know who is taking money from my account I have tried on several occasions to fix the problem my bank has reported it as fraud but The collection company states ********** is making me pay the **** in full and states that I need legal representation when I have tried everything I can to fix this situation I asked if I could return their pos machine which I never used at all and not owe anything but they refused . I dont know which company is taking the money from my account they both are say that it is not them VMS need finished my application for EBT as they started it but never finished only got me to signed up foe the pos system and didnt finish my application this is horrible business never holding up there end they were supposed the finished my application and get my business approved for EBT but never did they knew that I didnt qualify so now I have a **** dollars pos system that I dont need but have to pay for Im am a small business so every dollar counts for me it is not many female minorities that own Food trailer and this is just another **** I cant afford.

  

  Business response

  02/18/2022

  We're sorry this didn't go as planned!  After checking into your case, it appears that you never got the *** license because the additional documents that **** required were not furnished, even though we reached out to you 4 times to complete the process. We have no control over who the **** will approve; we just  help you through the  process. As for the collections aspect -  FDGL shows you as delinquent on your equipment payments by 90 days, hence the collection firm.  And as your account is still open with us, your bank account is still having ACH payments withdrawn by us for the processing services.   As you are aware you can accept credit and debit cards on the equipment and it looks like you did activate that feature. If you wish to cancel your processing account with us, please contact our customer ********************** department or send us a letter requesting cancellation.   The equipment issue must be handled with FDGL - we cannot help with that, since the agreement you signed for it was with them.   We wish we could be of more help, but short of cancelling our agreement with you, there isn't much we can do.  

  Customer response

  02/24/2022

   
  Complaint: 16773992
  
  I am rejecting this response because:my account shouldnt be delinquent because every month the payment is being withdrawn from my account first data stated that it is your company withdrawing the money because they are not. I want to cancel my account with your company and no longer do business with you 
  
  Sincerely,
  
  *************************

  

  Business response

  03/02/2022

  It sounds like there's a little confusion within FDGL - you'll need to address the collections issue with them - from our end we are also seeing that payments are behind there.  And if you call our customer ********************** department or send in a cancellation letter, we'll be able to stop the *** transfers that are coming form us.   We need the cancellation in writing to close the account.

• Initial Complaint

  02/03/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Hello,I am at my wits end trying to find a way to get out of a contract that I feel I was erroneously put into. The situation is that I wanted to ab able to take Snap/EBT payments for my vegetables and so I applied through the state of WI to do so. On that same day I was contacted via text from an employee of VMS posing as an employee of EBT. She told me I was supposed to sign up for a device with her and from there I got myself into a vey long and expensive leasing contract for this Clover Device. At that point in December of 2020, I was not even accepted to take EBt yet, little did I know this, and I started paying money to VMS, FDMS (for something else? the lease of the equipment) and CLover device, 3 payments each month. Fast forward to May in 2021 and I finally actually get accepted . At this point I have been paying for 6 month for NO REASON. Immediately upon getting approved, I am contacted from the state saying that I qualify for a free device to take EBT payment from the state since I am a farm. So, at this point I started to really get to the bottom of why I was predatorily contacted preemtively and deceived into thinking this was the one and only choice I had to make to be able to take EBT. VMS has so many susibiaries, numbers and NO higher *** to talk to and I have made NO progress since may of 2021- all the while paying over $1800 total for this. I would like help in tryingto nullify my contract/ send the device back and be refunded for all of the charges that have been made on my account.

  

  Business response

  02/04/2022

  Ayla, 

  We're sorry for all the confusion on this.  From our records you had contacted us about taking EBT and the rep from our EBT department spoke with you.  The delay on your EBT application with the **** appears to be due to several applications being put in.  Because of that we got the leasing payments for 3 months deferred for you and also credited your account with 3  months of our processing charges. Things were further confused when your husband told us to hold off on the cancellation.   The cancellation letter you included in this complaint and dated 5/27/21 was also the same day that you started using the equipment to start credit card processing (which continued  through December 2021).  While we can cancel your service agreement for credit and EBT processing with us ( with no penalties), we unfortunately cannot help with the leasing agreement between you and FDGL on the equipment.  Please contact ************************* ************ with any other questions.

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