ComplaintsforCapital Payments Inc

• Initial Complaint

  01/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I rendered services from this business that they promised that they could provide. They have not been able to provide them, have continued to charge me fees and have asked for a $6500 fee to cancel their services. - **September 19, 2023:** Discussion with ***** about business needs and capabilities of their system. Requirements outlined: 1. Tokenization of multiple cards into a profile. 2. Editing and updating customer profiles. 3. ****************** digital credit card and FSA/HSA Card payments. 4. ACH charging capability. 5. Easy addition of customers into the system.- **October 11, 2023:** System activation issues. Complaints sent to ***** about branding in patient payment emails and other unaddressed issues. Faced problems with fee structure and processing digital credit payments.- **October 17, 2023:** Addressed customer list importation issues with tech support. Learned that adding multiple cards to a single profile was not a feature of the portal.- **October 24, 2023:** *************************** worked on patient roster issues. Difficulties in adding credit card numbers via CSV.- **November 7, 2023:** Delay in action as ****** was unavailable. Patients not added to the system.- **November 8, 2023:** ****** updated on customers added to the system; ACH setup was pending. ***** reminded of initial feature discussions.- **November 12, 2023:** Portal usage commenced. ACH transactions declined without clear reasons. - **November *****, 2023:** Continued transaction rejections and escalated to tech support.- **December 19, 2023:** Sent ***** a letter about equipment insurance requirements. Issues with unneeded equipment and lack of email communication from *****.- **January 2, 2024:** Notified ***** about terminating the working relationship due to unfulfilled services.- **January 9, 2024:** Follow-up email sent to *****; he claimed unawareness of issues.- **January 10, 2024:** Further follow-up with no response from *****.

  

  Business response

  02/08/2024

  Complaint 1: I rendered services from this business that they promised that they could provide. They have not been able to provide them, have continued to charge me fees and have asked for a $6500 fee to cancel their services.
  
  *Response: Capital Payments, **** never requested a cancellation fee, let alone a $6,500 cancellation fee. ****** entered into a contract with ************************* and Azura Leasing. Capital Payments assisted Mr. ****** in getting Choice to waive their cancellation fee of $595. However,he entered into a non-cancellable lease agreement with Azura Leasing which is not Capital Payments.
  
  Complaint 2: **September 19, 2023:** Discussion with ***** about business needs and capabilities of their system. Requirements outlined:1. Tokenization of multiple cards into a profile. 2. Editing and updating customer profiles. 3. ****************** digital credit card and FSA/HSA Card payments. 4. ACH charging capability. 5. Easy addition of customers into the system. - **October 11, 2023:** System activation issues. Complaints sent to ***** about branding in patient payment emails and other unaddressed issues.Faced problems with fee structure and processing digital credit payments.
  
  *Response: In assisting Mr. ****** in working with Choice and getting the business portal set up. We were easily able to determine that Choice was and is 100% Capable of doing all the requests Mr. ****** is claiming they were not able to do. (please see below from *************************):
  
  Hi *****, 
  
  I reached out to our team to confirm the features of our Business Portal.  Here are their responses:
  
  Hi *****,
  
  Yes, we can store cards on file (tokenize)
  We can edit and update 
  We can process Card brand FSA/HSA cards
  We can process ACH transactions
  You can add and save customers
  
  If the merchant would like to do a TEAMS Screenshare, our tech team can walk them through each feature.
  
  Complaint 3:  **October 17, 2023:** Addressed customer list importation issues with tech support.Learned that adding multiple cards to a single profile was not a feature of the portal. - **October 24, 2023:** *************************** worked on patient roster issues.Difficulties in adding credit card numbers via CSV.
  
  *Response: ****** Mr. ****** was working directly with ************************* and not with Capital Payments, ****  As you can see in the response on complaint 2 they clearly stated they could do everything he was asking for. We have reached out to Choice, the reason there was some minor difficulties getting the data transferred over  is because when Mr.****** sent over the list of credit cards there was an additional number (0)added in front of the credit card full number which was throwing an error code.Had he sent it over in the correct format Choice said it would have been seamless.
  
  Complaint 4: *November 7, 2023:** Delay in action as ****** was unavailable. Patients not added to the system. - **November 8, 2023:******** updated on customers added to the system; ACH setup was pending. ***** reminded of initial feature discussions. 
  
  Response: ****** is an employee of ************************* not Capital Payments.
  
  Complaint 5: *November 12, 2023:** Portal usage commenced.ACH transactions declined without clear reasons. 
  
  Response: This is completely untrue, Choice was seeing transactions going through smoothly and Choice is willing to provide merchant statements, ACHs, and deposits.
  
  Complaint 6: **November *****, 2023:** Continued transaction rejections and escalated to tech support.
  
  Response: ****** this is Choice support and there are no notes in their system stating any issues as he was actively using the system.
  
  
  Complaint 7: **December 19, 2023:** Sent ***** a letter about equipment insurance requirements. Issues with unneeded equipment and lack of email communication from *****. -
  
  Response: The equipment was sent, received, and signed for by Mr. *************** this equipment was sent from Choice and not Capital Payments.
  
  Complaint 8: **January 2, 2024:** Notified ***** about terminating the working relationship due to unfulfilled services. 
  
  Response: This notification should have been sent to Choice and/or Azura as the contracts were between them and Restorative Health. ***** did his best to assist but Capital Payments had no signed contracts from Mr.******
  
  Complaint 9: **January 9, 2024:** Follow-up email sent to *****; he claimed unawareness of issues. 
  
  Response: ***** wouldnt be aware of these issues because we are not Choice or Azura, we are Capital Payments Inc.

  Complaint 10: **January 10, 2024:** Further follow-up with no response from *****.
  
  Response: This is untrue, ***** was able to contact Choice and get them to waive the cancellation fee of $595. ****** this is just ***** trying to help out a local business. Capital Payments is not a party to or on either the Choice or Azura contracts with Restorative Health.

  
  

  Customer response

  02/21/2024

  Complaint 1# 
  ->> This entire process was facilitated through Capital payments. After reaching out to Azura Leasing, ****, the owner of the company stated that the resolution for cancelling the agreement is between Captain ******************** and ************************** I have attached the email correspondence showing **** said this has to go through Capital. They have a prorated termination  and created a settlement agreement but have not provided a dollar amount in writing, only verbally. ***** has verbally indicated to my attorney and to myself that he would pay for $3000 of the termination fee as he feels partially responsibly for the issue. 
  
  Complaint 2# 
  Their system has limitations to what they can offer. Below are more specifics 
  Tokenizing Cards ->> this can only happen during a transaction and there is no way to add a card on file into a customer profile prior to a transactions. There is also no way to manage edit and update cards in a customer profile when they have multiple cards on file. You also cannot determine priority of payment, they only have them in a list at the Time of Check. 
  FSA Cards/ HSA Cards / Debit Cards ->> This system cannot distinguish between these and continued to charge out Surcharges on this type of card even though they do not qualify for surcharges. Yes they can process it, but illegally adds the surcharge **0% of the time. 
  *** - >> yes the system can add an *** only at the time of transactions not prior to similar to that of credit cards. The system will allow for adding WRONG ach numbers, in the event the  gives the incorrect information. You then cannot delete out the *** # without deleting the entire customer profile and starting over. Which also deletes that profile transaction history. 
  I have showed Choice this information and they emailed back stating this is true and are features they could develop in the future. I've attached this information. I was very clear with ***** how we perform our business and stated these were all features I needed to easily access. 
  Complaint #3 
  Although the file that I had submitted to choice was not up to their standards for importing, ***** had also stated to me he would go in and personally add all of my customers if Choice could not add them. I went as far as removing the 0's and then was told the , on the spreadsheet were giving errors. This would have not been an issue if you could add customers and credit cards in without transacting. 
  Complaint #4
  I was always directed back to Capital payments when I would call choice. Each time their support team would tell me they had to check in with my Agent and ***** would get involved. 
  Complaint #5
  I have record of declined *** and email correspondences with having to validate the *** Failure. I was not able to determine the specifics through Choice reporting without calling into tech support. 
  Complaint #6 Accepted 
  Complaint #7 
  The equipment was sent through Azura leasing. All documents were provided by ***** at Capital Payments and was indicated by him that it was necessary. I told capital payments from the beginning my business is virtual and there is no need for a physical terminal. They indicated that I am required to have one. I stated that if I had to have one, it needed to be completely wireless. Part of the confusion is I was sent 2 different contracts with 2 different monthly payment numbers that do not add up. It was my understanding I was signed up for 1 terminal and one document states I received 2 terminals however I did not. I immediately called ***** and told him this and called choice. Choice referred me back to Capital Payments and ***** stated he will get it replaced with a wireless terminal. 
  Complaint #8
  I notified Choice in regards to cancelling service, they again redirected me back to Captal ******************** as they were acting as an Agent for Choice and ultiamately has to sign the agreement stating we can sever our Contract. This is also provided. This is when ***** got involved and wanted to see if he can keep our business. 
  Complaint #9
  Capital Payments acts as an agent on behalf of Azura and Choice -> They have been notified every step along the way so there is no way they could not be aware of the issue. I've attached email correspondence with this. 
  Complaint #**
  At this point I stopped communicating with ***** and only *****. He offered the waive the $595 after speaking to choice. 
  On 1/**/24 when I spoke to choice again in regards to canceling service, they said they had to get in contact with Capital Payments 
  on 2/20/24 I spoke to Choice in regards to canceling service. They told me the $595 could not be waived and they had to speak with capital payments 
  on 2/21/24 I received confirmation from choice that they have cancelled service and in fact waived the fee. 
  on 2/20/24 I spoke to **** from Azura again and he sent an email to ***** and myself asking for us to work this out. **** indicated they already paid out the value of the lease term to Capital Payments and that in order for ************************* to terminate, all of the money needs to be returned to him to be made hole. Since capital is the one who has received the money for the lease, they should pay back the balance. 
  ***** has indicated to my attorney they he wants all negative reviews about his business taken down and offered to pay $3000 towards the lease Settlement agreement. I have Requested from Capital Payments - ie ***** - pay back the entire balance of the lease settlement and for refund me for all service charges related to this agreement. His employee ***** deceptively convinced me to sign these agreements and was not able to perform on the specific parts of the contact as to how I run my business. His actions of agreeing to pay towards the lease settlement and allowing for no termination fee shows he is as fault for this entire situation. 
  At this point I am asking for 2 things
  A) Capital Payments pay off Azura leasing to relinquish any responsibility of payment to them and we part ways from one another 
  or 
  B) Captain ******************** Pay off Azura leasing to relinquish any responsibility of payment to them AND reimburse ************************* for all Attorney fees, hours of Time spent for myself and team working on the issue, and all fees paid out during the term of agreement. 
  
  
  
  

  Customer response

  02/26/2024

   
  Complaint: 21195891
  
  I am rejecting this response because:
  

  Complaint 1# 
  ->> This entire process was facilitated through Capital payments. After reaching out to Azura Leasing, ****, the owner of the company stated that the resolution for cancelling the agreement is between Captain ******************** and ************************** I have attached the email correspondence showing **** said this has to go through Capital. They have a prorated termination  and created a settlement agreement but have not provided a dollar amount in writing, only verbally. ***** has verbally indicated to my attorney and to myself that he would pay for $3000 of the termination fee as he feels partially responsibly for the issue. 
  
  Complaint 2# 
  Their system has limitations to what they can offer. Below are more specifics 
  Tokenizing Cards ->> this can only happen during a transaction and there is no way to add a card on file into a customer profile prior to a transactions. There is also no way to manage edit and update cards in a customer profile when they have multiple cards on file. You also cannot determine priority of payment, they only have them in a list at the Time of Check. 
  FSA Cards/ HSA Cards / Debit Cards ->> This system cannot distinguish between these and continued to charge out Surcharges on this type of card even though they do not qualify for surcharges. Yes they can process it, but illegally adds the surcharge **0% of the time. 
  *** - >> yes the system can add an *** only at the time of transactions not prior to similar to that of credit cards. The system will allow for adding WRONG ach numbers, in the event the  gives the incorrect information. You then cannot delete out the *** # without deleting the entire customer profile and starting over. Which also deletes that profile transaction history. 
  I have showed Choice this information and they emailed back stating this is true and are features they could develop in the future. I've attached this information. I was very clear with ***** how we perform our business and stated these were all features I needed to easily access. 
  Complaint #3 
  Although the file that I had submitted to choice was not up to their standards for importing, ***** had also stated to me he would go in and personally add all of my customers if Choice could not add them. I went as far as removing the 0's and then was told the , on the spreadsheet were giving errors. This would have not been an issue if you could add customers and credit cards in without transacting. 
  Complaint #4
  I was always directed back to Capital payments when I would call choice. Each time their support team would tell me they had to check in with my Agent and ***** would get involved. 
  Complaint #5
  I have record of declined *** and email correspondences with having to validate the *** Failure. I was not able to determine the specifics through Choice reporting without calling into tech support. 
  Complaint #6 Accepted 
  Complaint #7 
  The equipment was sent through Azura leasing. All documents were provided by ***** at Capital Payments and was indicated by him that it was necessary. I told capital payments from the beginning my business is virtual and there is no need for a physical terminal. They indicated that I am required to have one. I stated that if I had to have one, it needed to be completely wireless. Part of the confusion is I was sent 2 different contracts with 2 different monthly payment numbers that do not add up. It was my understanding I was signed up for 1 terminal and one document states I received 2 terminals however I did not. I immediately called ***** and told him this and called choice. Choice referred me back to Capital Payments and ***** stated he will get it replaced with a wireless terminal. 
  Complaint #8
  I notified Choice in regards to cancelling service, they again redirected me back to Captal ******************** as they were acting as an Agent for Choice and ultiamately has to sign the agreement stating we can sever our Contract. This is also provided. This is when ***** got involved and wanted to see if he can keep our business. 
  Complaint #9
  Capital Payments acts as an agent on behalf of Azura and Choice -> They have been notified every step along the way so there is no way they could not be aware of the issue. I've attached email correspondence with this. 
  Complaint #**
  At this point I stopped communicating with ***** and only *****. He offered the waive the $595 after speaking to choice. 
  On 1/**/24 when I spoke to choice again in regards to canceling service, they said they had to get in contact with Capital Payments 
  on 2/20/24 I spoke to Choice in regards to canceling service. They told me the $595 could not be waived and they had to speak with capital payments 
  on 2/21/24 I received confirmation from choice that they have cancelled service and in fact waived the fee. 
  on 2/20/24 I spoke to **** from Azura again and he sent an email to ***** and myself asking for us to work this out. **** indicated they already paid out the value of the lease term to Capital Payments and that in order for ************************* to terminate, all of the money needs to be returned to him to be made hole. Since capital is the one who has received the money for the lease, they should pay back the balance. 
  ***** has indicated to my attorney they he wants all negative reviews about his business taken down and offered to pay $3000 towards the lease Settlement agreement. I have Requested from Capital Payments - ie ***** - pay back the entire balance of the lease settlement and for refund me for all service charges related to this agreement. His employee ***** deceptively convinced me to sign these agreements and was not able to perform on the specific parts of the contact as to how I run my business. His actions of agreeing to pay towards the lease settlement and allowing for no termination fee shows he is as fault for this entire situation. 
  At this point I am asking for 2 things
  A) Capital Payments pay off Azura leasing to relinquish any responsibility of payment to them and we part ways from one another 
  or 
  B) Captain ******************** Pay off Azura leasing to relinquish any responsibility of payment to them AND reimburse ************************* for all Attorney fees, hours of Time spent for myself and team working on the issue, and all fees paid out during the term of agreement. 

   

   

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

  

  Business response

  04/01/2024

  This dispute has been resolved and no further action is required.

  Customer response

  04/03/2024

   
  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.  I will mention it took conversing with my attorney and the business made me remove any negative and true reviews about their business. 
  
  Sincerely,
  
  ***********************

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