ComplaintsforPositive Payment Solutions

• Initial Complaint

  04/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Our Business (Doggy DTails, LLC used the payment processing services of this Business from 2018 until 31 Dec 2021. We notified the business of the Sale of our Business on Dec 2, 2021 and were instructed TO return the equipment which we did and they acknowledged receipt of the equipment and all remaining transactions processing were accomplished. We were then charged $595.00 for some unknown reason. I spoke to ******************************* and she said she would look into it and we have not been able to locate her as she will not answer her phone and there is no message capability. We have e-mail traffic from her acknowledging the termination of the account. On March 4, 2022 my husband was able to contact the agency (****) and he stated he would pass the information and to this date we have not heard from them. We would like a refund of this unauthorized charge of $595.00. We have signed copies of our contract and it has no penalties, the equipment has been returned. We want this refund ASAP. Please contact us at ************ With any info. We reserve the right of further action if we do not hear from them soon. Thank You.

  

  Business response

  05/16/2022

  We disagree with this complaint and find much of it to be not accurate as to the actual occurrences.  On 2/28/2022 we were informed for the first time that Doggy Dtails contacted the processor to cancel their account, stating they had sold their business.  *********** (*******, Office Manager)  immediately contacted the merchant on the same day to verify that they were cancelling.  The Merchant informed ******* that they Closed their business.  They asked for a refund of fees for ******* and December as they had closed prior to this, though there was no record of that occurring.  At this time we forwarded the request to close, which was accomplished on 2/28/2022, and they were informed that there would a termination fee.  Once we began looking into the refund request, it was shown that they did actually process and use services through 12/31/2022, so we refunded the fees of $70.45 for ******* out of good faith as records showed no processing during that month.  The refund was processed by the bank and deposited into their account on 3/24/2022.  On 3/18/2022 the merchant called this office and spoke to ******* to asked about the cancellation fee charged and to stated there was not any cancellation fee on the agreement.  *******, once again, pointed out that there was, and where it was stated.  On 4/28/2022 the merchant reached back out to our office and once again stated they should not pay a termination fee, and again, ******* pointed out where it was on the signed agreement and provided them an additional copy of the Terms and Conditions outlining the termination fee in section 15, E, iii (attached).  They stated in the complaint they attempted to contact our office and did not speak to us, yet we have had multiple conversations during the timeline, as well as e-mail, evidenced by the fact we processed their refund they requested, as well as provided them additional copy of the agreement/terms and conditions.  Please let me know if there is anything required.

*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. ↩