Additional Information for United Card Solutions

On August 1, 2017, BBB recognized a pattern of complaints from consumers regarding sales, billing, and collection issues. Consumers allege the company’s sales representatives promise significant savings over the consumer’s current credit card processor, lower rates, free equipment and little to no cancellation fees.  However, after signing up for the service, the consumers allege the actual rates and monthly charges are higher than promised and the equipment is charged under a separate 48 month non-cancellable lease with First Data.  When consumers try to cancel based on misrepresentation of services, instead of being charged $250 or nothing as they are alleged to have been promised by the sales representatives, they are billed for termination of service and told they cannot cancel the lease of the equipment.  Consumers allege when they confront the company regarding the sales misrepresentations, they cannot speak with their sales representative and the customer service representatives refer them to the terms of their agreements which states it is not responsible for the misrepresentations made by their company representatives.

On August 9, 2017, BBB notified the company of the complaint pattern.  On August 24, 2017, United Card Solutions provided the following response:

"We disagree both that there is a pattern of complaints and with the allegations raised in this alert. We offer savings estimates based upon information provided by the customer and we expressly never make any guarantees of savings or total cost. Each customer is advised that savings and cost may vary based on processing activity and processing volumes different from the information provided by the customer. Each customer is also sent and executes a processing contract that includes an itemized list of each and every rate and fee applicable to the program as well as the applicable early termination fee, so there is never any doubt that all fees and the early termination fee are properly disclosed to the customer.

Additionally, we send each new customer an equipment lease contract that sets forth all terms and conditions of the lease, including the duration, monthly lease payment, and non-cancellable nature of the agreement. The lease also sets forth the customer’s responsibility in the event of a default or early termination of the lease. Each new customer is also advised that any post-sale questions should be directed to the company’s customer service department and is given the applicable contact information.

That said, our company takes all allegations seriously and will be cognizant of the claims raised in this alert to make sure that these types of issues do not occur in the future.
Our company is in contact with thousands of potential customers per day and has only 28 complaints against it. That said, we disagree with any assertion that there is any significant pattern of complaints against our company."