ComplaintsforExpress Processing

• Initial Complaint

  12/09/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  During the summer of 2021, I started experience problems with the equipment Cypress Bay Solutions (CBS) provided and I needed help from the customer service department. I could not get in contact with anyone from CBS after several days so I finally searched online for an alternative number only to find out that the company was listed as permanently closed. Because I did not want to be left without a credit card processing company, I scrambled to find another company to process credit card payments for me. After several weeks had passed, I reached back out to CBS to learn that a third party customer service department was handling their inbound calls. The third party customer service department had someone from CBS reach out to me named ******** offering to help me but I told her that because I could not reach anyone with the company I already signed with someone else. ******** then informed me that I could end my contract with CBS by buying out the remainder of the contract which I considered unreasonable because I only signed with anther company because I could not reach CBS and online they reported they were closed. ******** then told me to pay ***** per month until the contract expired but it turned out that I was paying over 100 a month without processing any payments with CBS. I emailed ******** several times asking her to have someone from CBS management to call me so I can discuss but no one has called me. The customer service department has sent in several request on my behalf also with all of them going unanswered. Finally I put a stop payment on my account after two to three months of paying with no services and no response and then someone from collections calls me on behalf of CBS. I asked the representative of the collections company to please have someone from CBS to call me but the representative was rude and refused to listen to anything I had to say because she only wanted payment.

  Business response

  12/13/2021

  Dear ********************:

  
  We are in receipt of Mr. ********** complaint

  .   
  The Agreement signed by ********************** was opened December 17, 2019 for 3 years and closed December 6, 2021.

  
  Our records indicate that upon closing the account, the usual Early Termination Fee of $495, past due processing balance of $81.40, bank return fee of $30 and Collection fee of $200 was justifiably applied to the merchants account.  Demand letter was sent to the merchant regarding the monies owed.  The merchant was then placed in default status and reported to the credit bureau. We also tried to settle with the merchant for $495, however, he was not in agreement. 

  
  As a gesture of good faith, we will accept the merchants offer of $260 to settle the account and forward this information to the credit bureau in order to remove the negative reporting.  This will leave the account close in good standing.  We will contact the merchant today in regards to the paying of the $260 to complete the agreement.

  
  We appreciate your attention to this matter.  Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly.
  
  Sincerely,
  Merchant Relations
  

  Customer response

  12/13/2021

  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 as long as no negative action was taken against my credit.
  
  Regards,
  
  ***********************************

*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. ↩