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Description

Merchant Warehouse® develops and offers secure, award-winning payment processing solutions and merchant account services to developers, ISVs, VARs and merchants nationwide. The business states they help thousands of merchants to securely process all forms of electronic payments including credit, debit, EBT, rewards and gift cards, and checks using any payment processing device. Merchant Warehouse also enables merchants achieve and maintain PCI compliance.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that MerchantWarehouse.com. Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for MerchantWarehouse.com. Inc. include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 162 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.

Customer Reviews  are not used in the calculation of the BBB Rating.

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

162 complaints closed with BBB in last 3 years | 58 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 34
Billing/Collection Issues 68
Delivery Issues 6
Guarantee/Warranty Issues 1
Problems with Product/Service 53
Total Closed Complaints 162

Customer Reviews Summary Read customer reviews

48 Customer Reviews on MerchantWarehouse.com. Inc.
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 0
Negative Experience 47
Total Customer Reviews 48

Additional Information

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BBB file opened: January 25, 2002 Business started: 01/01/1998 in MA Business incorporated: 01/03/2000 in MA
Type of Entity

Corporation

Business Management
Mr. Henry Helgeson, Co-CEO Ms. Diana O'Donnell, Research and Processing
Contact Information
Principal: Mr. Henry Helgeson, Co-CEO
Customer Contact: Ms. Diana O'Donnell, Research and Processing
Related Businesses
Capital Bankcard
Number of Employees

220

Business Category

CREDIT CARD – MERCHANT SERVICES CREDIT CARD & OTHER CREDIT PLANS-EQUIPMENT & SUPPLIES CREDIT CARD & OTHER CREDIT PLANS Financial Transactions Processing, Reserve, and Clearinghouse Activities (NAICS: 522320)

Alternate Business Names
Merchant Warehouse, Inc.
Industry Tips
Consumer Credit Minimum Charges On Credit Cards Unauthorized Credit Card Billing

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BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

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  • Billing or Collection
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  • Guarantee or Warranty

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Complaint Detail(s)

8/5/2014 Advertising/Sales Issues
7/8/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have used Merchant Warehouse to process credit charges. Yesterday, I tried to contact them. Their phone did not work, despite repeated attempts. Their Live Chat also did not work. This morning I called their Corporate Headquarters, I was put on hold endlessly. I called back. Same thing I called Sales. They just put me back to the customer service with the same result. I asked ******* for the name of the CEO. He refused to give it. I have been unable to issue my customer with a refund. I tried issuing a refund online, but their system does not work. I tried 7 times to issue that refund. It never worked

Desired Settlement: THEY MUST GET THEIR REFUND SYSTEM, THEIR CUSTOMER SUPPORT, AND EVERYTHING WORKING, OR SHUT DOWN.

Business Response: I apologize for the issue in running this refund. I have spoken to **** and we were able to successfully issue a refund to the customer.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  

However people should be aware that it took 5 days to do this, and for 5 days I was unable to reach their customer service.

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/15/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I opened my April statement to find that the rate MerchantWare charges to process our credit card payments went up from 10 basis points to 19.6 basis points (a 96% increase). First, let me be clear, I am not saying it is not unreasonable or unethical for a company to raise their fee after some time. However, when I called to inquire about the surprise increase, I was directed to a February email. Fortunately, I save all my email correspondence and have copied the text of the email below. Nothing in the language of the email leads me to expect a 96% rate increase. Furthermore, generally rate changes and new fees have been noted at the top of the monthly statements that are mailed out monthly -- this increase was not. During my phone call to MerchantWare I was told that all customers on the same pricing plan as us were given a rate increase this year. To further make matters worse, the April statement was completely reformatted so that the MerchantWare fees appear further back in a different spot -- I suspect that this is not a coincidence that the reforming coincides with their covert rate increase. Copied below is the February correspondence from MerchantWare: Dear Valued Customer: Thank you for your business. As a valued customer, we wanted to inform you of an important change to your merchant account. Card associations periodically review their interchange rate programs, modifying them as they deem appropriate. This is to advise you that the payment card brands have recently announced modifications of their interchange rates. Rates and qualification criteria for certain categories of Visa, MasterCard, and/or Discover interchange are being changed, including certain categories of downgraded transactions. Effective with your April 2014 Statement, please note the following change to your merchant account: In addition to sales volume calculated, return volume will now be calculated with interchange and/or your discount rate We remain committed to providing unparalleled service and support to you and your business. As always, should you have any additional questions, we ask that you please contact customer support. Sincerely, The Merchant Experience Team

Desired Settlement: Clearly explain the rate increase and notify MerchantWare customers. Return the difference between rates and restore the rate based on our agreed upon contract.

Business Response: I apologize for any confusion with our representatives explaining the pricing increase to you or the email that was sent being unclear.

We previously charged you .10% (this is called basis points) on any transactions you ran and the remaining fees that were and still are being assessed are passed through by the banks or Visa/Mastercard/Discover.

Beginning with your April 2014 statement, our basis points on your account increased to .196%; this has increased your fee assessed by Merchant Warehouse less than a tenth of a percent.

For example, if you ran $100, previously MW would charge you $0.10. With this new pricing structure in place, for that same $100, we will charge $0.197 (our system will round up the 0.196).

I do understand that this increase may be higher than what some merchants were hoping to see, but a number of factors were taken into consider when making these increases and we are not able to negotiate the rates.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/8/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: A. I NEVER received my equipment from this company, so I went with a different company for my Credit Card needs. After contacting the company, and telling them to cancel my service, they sent me a broken link, not one, but 3 times. FINALLY they sent me the form to fill out via email, which I had to send back. I was told then that I would NOT be charged, and they would stop trying to debit my account. Well, THEY LIED. My bank will NOT authorize any transaction through Merchant Warehouse, because they KNOW I am NOT doing business through them. STOP CHARGING ME! I have NEVER used your service, and Im NOT going to pay for it!

Desired Settlement: You can STOP trying to charge my account. I will NOT recommend this company to ANYONE. It's a rip off, and a joke.

Business Response: This account is now closed and will not be assessed any further fees. It does not appear that any of our month end fees were successfully debited though. If the merchant has had any fees successfully debited, a bank statement can be attached to this complaint and I will certainly issue a refund.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have had an unrelated account with Merchant Warehouse for some time. In December 2013, I asked that my account be set up to accept credit cards on a mobile phone. I was not made aware in advance that I would be required to purchase hardware for this, so when I was advised of this, I advised the salesperson that I did not want to proceed. However, an additional account was created (***************) and I have been billed each month in the amount of $4.95. I have requested several times that this account be closed, but no action was taken by the company. This month, my account was billed $103.95 for this account which overdrafted my account. I again reached out to the company about this, and they finally closed the account.

Desired Settlement: I would like a refund of all costs associated with this account, as well as the overdraft fees charged by my bank ($72.00).

Business Response: I'm happy to refund the $103.95 that was assessed on the March 2013 statement as the account is closed, but will need to see documentation surrounding the overdraft fees before those can be refunded. Please upload the bank statement or online banking information that shows these fees to this complaint. 

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

The respondent has not refunded the money as they said they would, and in fact, they have assessed an additional charge on the account.    

Business Response: In our response dated 5/7/14, we said we would be happy to refund the amount but would need documentation surrounding the fees being successfully debited. To date that has not been provided to us. "I'm happy to refund the $103.95 that was assessed on the March 2013 statement as the account is closed, but will need to see documentation surrounding the overdraft fees before those can be refunded. Please upload the bank statement or online banking information that shows these fees to this complaint."

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/28/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Last year, Merchant Warehouse debited $99 from our bank account for an unauthorized "Compliance Fee". We immediately contacted them to have the fee reversed. They informed us they they were "unable" to refund the unauthorized charge, so we informed them that we were going to close our account with them. Then they backpedaled, and told us that if we took an online "quiz" and passed it, that we would be "certified", and that they would refund the fee. We passed their test, and ultimately they did refund that $99 fee, and we kept our account open. This is important: At that time, we also CONFIRMED that the $99 fee would NOT be charged again, since we had been certified as "compliant". I cannot overstate how clear that discussion was, between us and the customer service rep. No more unauthorized debits from our bank account. This year, we were again hit with the unauthorized $99 Compliance Fee. We had expressly forbidden them from taking our $99, but they again slipped it into our monthly statement, and when we found the charge, we went through the entire farce all over again. We informed them that we wanted it refunded, or we would close our account. This time, they held firm, and told us that the fee was 100% non-refundable. Yet, after three weeks of back and forth, we were finally able to have the fee refunded. This time, however, their malfeasance was such that we felt it would be best to close the account anyway. Our trust in them was broken. This is also important: The ONLY way to close an account with Merchant Warehouse involves calling a specific cancellation number. They do not answer that number. EVER. They require you to leave a message and wait for a return call. And wait. And wait. And wait. We called them on four separate occasions to close our account, and did not receive a return phone call until we started using Twitter to broadcast our issues. After three weeks of back-and-forth, Merchant Warehouse finally sent us the web link to officially close the account. We closed it on April 9th, 2014, and thought we were finally free of their shady business practices. Two days ago we received two emails from their "collections department", informing us that we owed them $39.50, for a "monthly service charge" for April 2014. We informed them that we had been trying to close the account for weeks, and that the only reason our account was still open at the beginning of April was because of their delaying tactics. And now the whole game has started again. We've spoken with two different customer service reps, both of whom are holding fast to their claim that since THEY didn't close our account until April 9th, WE owe them $39.50 for the entire month. We do not think that this is fair, and would prefer to have the fee reversed.

Desired Settlement: Please waive the monthly fee for April 2014, since the responsibility for the failure to close the account falls completely upon Merchant Warehouse.

Business Response: On 5/16, this merchant spoke to one of our supervisors in client services and she agreed to waive the fees in question and no further fees will be assessed.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response barely satisfies my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

While Merchant Warehouse did waive the fees, the amount of extra work and stress and headache involved in getting them to correct their error leaves me angry and dissatisfied with their customer "service".This is a bad company which treats its clients poorly. Anyone who uses Merchant Warehouse will ultimately have the same issues that literally hundreds of other BBB users have detailed. This company consistently angers and mistreats its customers. They deserve their low approval rating.

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/18/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I received an additional $99.00 charge in my 03/2014 statement. My monthly plan does not include this charge and when I called to inquire, Merchant Warehouse explained that it was in my statement received in March 2013. I don't believe it's fair not to send a reminder in advance before debiting my bank account an additional $99.00. If I was advised about this charge, I would have cancelled my agreement with MW. I run a VERY small business and was in the process of closing it down. This caused an overdraft charge on my bank account due to the failure to notify me of the charge within a reasonable time frame. I have since closed my MW account since I do not utilize the service frequent enough to justify the monthly charges

Desired Settlement: I would like a refund of the $99.00 since I have closed the account and would have closed it had I known of the upcoming fee plus addition 35.00 for my overdraft fee incurred.

Business Response: I can certainly refund both the $99 fee and the $35 overdraft fee; it is noted in our system that you did not receive the email notification that was sent out about this fee last year, so I understand that you would not have known that the fee would be charged annually on the March statement moving forward. This refund will be issued via check to the address we have on file.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Used these merchant services to take a payment from our customer. Merchant warehouse cancelled the transaction after showing me and my customer an approval. We bought $4500 in equipment and installed for customer. Now we are out $1345 in deposit money plus the remaining $3200 for installation and other services because customer is afraid that we did bad business and doesn't want to pay us. I specifically signed up with these merchant services to be able to take payments of $500 to $5000. Suddenly they have changed my account and are only allowing me $150 transactions. My business is out $4500 in product and installation services because of this merchant warehouse nightmare. I've called and talked with multiple people that were very unhelpful. The underwriting did all the work with me to get me approved and then decided to change everything when I needed their services the most!

Desired Settlement: Reimbursement of the deposit funds used to purchase equipment that was based on their approval methods that led to the loss of $1345 in personal and business money and loss of future business with a new client.

Business Response: Unfortunately the transaction that was run was well outside the volume for which this account was approved and we were unable to allow the sale to go through. You will need to work directly with your customer to recoup any funds that are due to you. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I would like to make this a matter of written record. Last month, one your employees, ****** ****** successfully sold me a Merchant Services account of the course of a two-month communication with him. He was extremely prompt is his responses to my inquiries. Since he secured my purchase, it has become clear to me that Mr. ****** was dishonest. My communication with him has since disappeared entirely. On a number of occasions, I have left him messages and tried to contact him with my questions and concerns. He has yet to return a single message. During our initial verbal exchange, Mr ****** assured me that there were no hidden fees when I specifically explained to him about fees from competitors. I was surprised to find a $14.99 per month fee added to my account. Again, he assured me that such a fee would not occur. Today, when I attempted to cancel the account, I was surprised to find I would be charged $75 (another thing Mr. ****** specifically assured me was not applicable to my account). He explained to me that because I was with ***********, that the contract would be month-to-month and that there were would be no cancellation fee. I was quite surprised to discover that I would in fact be charged a $75 cancellation fee and I would also be locked into a 3-year contract. I was also not made aware ahead of time of the $118 charge made to my credit card on 4/2/14. Merchant Warehouse uses very shady business practices, is dishonest and provided very poor customer service.

Desired Settlement: I feel this business has been dishonest just to close the deal. I would like to have a refund check issued to me.

Business Response: I see that a refund request is already pending for $118.95; the $75 fee will not be assessed if we receive the equipment back in stock. 

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

When I have the refund check in hand, I will certainly accept this case as closed.  I am afraid to close the case yet, until I have been refunded the full amount.  The equipment was sent via the USPS, and according to the post office tracking, this package was signed for on April 21st at 1:33pm. Therefor I should not be charged the $75 fee.

Business Response: Check #**** was mailed on 4/30/14, so I would expect that you'll receive it within the next few days.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Thank you very much.  When I receive the check in hand, I will certainly close this complaint.   As of May 3rd, I had not received it. 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

5/5/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I spoke with **** ******** between the dates of 3/3 and 3/12 this year. I had several questions, and some concerns, and Mr. ******** wasn't pushy. I asked him to explan the fee schedule for Merchant Warehouse, and he gave me the prices for swiping a transacion, which was something like 1.7% + 19cents for credit, and slightly higher for debit, something to that nature. So I asked if there were any other fees, any hidden fees, and he reassured me there weren't, and that he would send over the application for signature, which I promptly returned. I made one transaction during march It was for $90. I expected the 1.7% plus some cents taken out before funds were transferred to my account. When the full amount came to my bank account, I figured that they would bill me and I'd simply have to transfer a nominal amount for the purchases acquired per month. To my surprise, I received notification from my bank that my account was negatvie $30. When I investigated this, I discovered that Merchant Warehouse had debited my account for $120. Since I had made only one charge for $90, my bank overdrew for the $30 mentioned in my notice from the bank. I contacted **** ********, and very sternly, but professionally expressed my distain for his deceit, and I want some resolution. I was referred to customer service via an email. I called and customer service doesn't handle account closure, so I was transferred to a phone line which stated this department was closed and please leave a message. I did so, and have received nothing in return. I called again today, with the same outcome, transferred, not available, left message, no reply.

Desired Settlement: At this point, I feel I was knowingly mislead into signing something I was led to believe as harmless and turned out to be a con. I would like a refund for $120, less the fees I agreed upon, and I want this account closed permenantly. Further, I believe that something needs to be done to ensure this misrepresentation doesn't occur again.

Business Response: I apologize for any miscommunication that occurred during the setup process. The $99 compliance service package fee that was assessed on your March 2014 statement is listed on your schedule of fees, located on page 2 of your merchant application (the page that bears your signature). It is clearly listed along with the monthly service fee, chargeback fees, and other set account fees.  In light of your account being closed, I am happy to issue a refund of the $99 fee, as that fee covers the cost of using our compliance vendor for the next 12 months.  I have sent you a cancellation email to the address on file with us; you must click on the link contained within this email, complete the cancellation survey, and hit submit in order to close your account. If these steps are not followed, the account will remain open. You must complete these steps no later than 5/2/14 in order to avoid being charged May 2014 fees.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved..

Please be aware that my email was not being processed and therefore I have just been presented with this option. As long as the $99 is refunded, as agreed, I will accept the charges for May as this was after the cancelation date of May 2nd.

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/4/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Company adding miscellaneous fees that were supposed to be canceled. After speaking with customer service and they agreed to stop billing us for myadvantageportal service charge and they are still chagrging us. We are unable to get through to their customer service. This is an offered service that required us to sign up for in which we never did and have not use of. Merchant warehouse just started charging us for this service and refuses to stop. There is also an unexplained charge called "Compliance svc fee" which they have failed to explain that is $99 a month.

Desired Settlement: We would like Merchant Warehouse to release us from our contract without penalty because of this poor service and unexplained extra charges. We are not seeking a refund.

Business Response: I apologize for the My Advantage Portal fee not being correctly removed. I have removed and am issuing a credit to your account for the two months it was charged to you. In regards to the annual Compliance Service Package fee of $99, this is the same fee that was assessed last year on the March 2013 statement, which we explained to ******** on 4/8/13. Attached is the notification of this fee that was sent to all of our merchants between 2/25 - 2/28/13. This fee is non-refundable.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Thank you for the refund and explanation of the charge. Please tell us how we can end the contract immediately without additional fees. 

Business Response: I have sent a cancellation email to the email we have on file - ***********************@gmail.com. You will need to open this email, click on the link contained within the email, and complete the short cancellation survey. If you do not complete the cancellation survey that is sent to you, the account will not be closed.  Please complete this survey no later than May 2, 2014; if you complete it any time after this date you will be responsible for the fees for the month of May 2014. As you have used the merchant account in April, you will see one last charge from us on or around May 2 with the charges for April. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We called Merchant Warehouse in February to cancel our account. They never called us back or attempted to contact us my email regarding the cancellation policy. The is no link on their website where one may cancel an account. The only possibility for cancelling account is to call a phone number which involves a ten-fifteen minute hold time minimum in my experience. We have switched credit card processors and have not processed a payment with them in two months. Merchant Warehouse had a record of the cancellation phone call and the record of not using their services for two months, nevertheless they refused to refund their minimum account payments for March & April.

Desired Settlement: I would like to have the minimum payment fees refunded.

Business Response: The account was used in February so I am unable to refund those charges, but I am happy to refund the fees for March of $39.90 and to get the account closed down so that no further fees are assessed. The refund of $39.90 will go back into the bank account on file within 5 business days.

Consumer Response:

 

I will be glad to resolve the complaint at the BBB as soon as I see the funds in my account. I tried to talk your representative into exactly the same solution, and after consulting with (someone?) he stated there was nothing he could do to resolve this in exactly the same manner that you have now offered.  In any case, thank you very much for resolving this in a timely manner and I await confirmation of payment and also confirmation that the account is indeed closed and will not generate further charges.

Regards,

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On January 2, 2014, Merchant Warehouse emailed the below. Note especially this part, "There is no risk with the merchant portal – take advantage of the entire site with full access for a FREE 30 DAY TRIAL. After that, you will be automatically billed $6.95 per month on your merchant account statement, listed as “MyAdvantagePortal.” You can opt out at any time within the trial period and it will cost you nothing. You will still have access to the non-premium features." I ignored this notice, for this was a service I didn't need nor want and did not believe from the message that I was required to take this service. I also didn't believe Merchant Warehouse could force it upon me without my permission. But, I found in my March statement a charge for $6.95. I checked back and found this same $6.95 charge in my February statement. I emailed customer service 4 times, objecting that I never wanted this service, never used this service and the "opt out" feature was not clearly stated. Further, I complained that "opt out" is a trick requiring consumers to refuse something they haven't agreed to and thus was made illegal by the Dodd Frank Act for banks. Certainly, Merchant Warehouse knew this and had should not have tried this same trick. I finally began calling this past Wednesday, and Customer Service said the "opt out" requirement was clear, was fair, was within the bounds of my contract with Merchant Warehouse, but they would give me a credit within 2 weeks. I disagreed with all these responses, asking for an immediate credit. On Friday, I tried to get through to the corporate officer but was only allowed to speak with a supervisor, ******* ******, who recited the same lies. However, ****** let slip one crucial fact -- that these unauthorized fees of $6.95 for two months could not be immediately credited -- because they had been given to ***** ****! That is the company which does the actual bankcard processing for Merchant Warehouse. Beyond all the issues with the fraudulent "opt out" scheme, that Merchant Warehouse then gave my money to another business, which business would make any refund, is absolutely unethical, and likely criminal! There's a huge irony here, but I had previously used ***** **** for bankcard processing and dumped them because they lied to me and tried to rip me off. Only by intercession of my then bank, ***** *****, was I able to get away from ***** **** without being robbed. I believed myself safe from ***** **** in dealing with Merchant Warehouse, but obviously, ***** ****'s tentacles now control Merchant Warehouse as well. Note, since this email went to all Merchant Warehouse customers, of which there must be hundreds of thousands, and since many customers would not see or object to this fee, Merchant Warehouse stands to make millions and millions for doing nothing! Actually, it is ***** **** which makes the money, which is even worse. I want my money back immediately. ----- Welcome to Your New Merchant Portal! The Advantages of Membership Merchant Warehouse has one of the leading merchant clubs in the industry. Dear ******* ******, Merchant Warehouse is proud to announce the launch of your merchant portal. This portal is your new “homepage” for all your merchant account needs. Check out the comprehensive and growing list of features selected to help you manage and grow your business: Communication Platform Receive important information regarding your merchant account, real-time status updates regarding our service, and other communications that help your business operate smoothly and reduce the amount of emails you receive from Merchant Warehouse. Simplified Administration Access to your statements and reports electronically to support a “going paperless” initiative. Plus, self-service tools give you 24/7 access to the tools you need to manage your merchant account. Rewards Program (premium service) Merchant Warehouse has one of the most robust discount supplier programs in the marketplace today, combining the power of brand name suppliers, high value discounts and benefits, and ease of use. The program focuses on delivering discounts on suppliers that will help you reduce operating expenses. Take advantage of pre-negotiated discounts with leading service providers in more than twenty business categories to give you and your staff access to "Big Box Store" buying power! Value-added Services Visa/MasterCard Interchange Settlement services – if your business accepted Visa or MasterCard transactions between January 1, 2004 and November 28, 2012, you are part of a $5.7 billion dollar settlement. Authorized business partner, ********** Recovery Group, is here to help you get the largest reimbursement possible. Plus, simplified and consolidated access to additional products and services (cash advance, check acceptance, hardware, software, etc.) to make it easier to upgrade and improve your business. Coming Soon! ******** *********: easy-to-use tools to help you visualize and better understand your customers, the market, and the competition to increase revenue and profits, drive loyalty, and attract new customers. Getting Started There is no risk with the merchant portal – take advantage of the entire site with full access for a FREE 30 DAY TRIAL. After that, you will be automatically billed $6.95 per month on your merchant account statement, listed as “MyAdvantagePortal.” You can opt out at any time within the trial period and it will cost you nothing. You will still have access to the non-premium features. Here are your temporary login credentials to access the merchant portal: User: Pass: ****** Click here to set up your permanent User ID and Password! More Info Membership Click Below to Access our Exclusive Supplier Discounts and Benefits LEGAL SERVICES 20% off products provided by the nations leading provider of online legal document services. Show My Savings COMPUTERS & ELECTRONICS Savings up to 35% from the second largest PC vendor in the world including laptops. Start Saving Now SHIPPING Save up to 24% on shipping with the worlds largest package delivery company. Save Today TELECOMMUNICATIONS Save between 12% to 15% on business lines, and 10% on personal lines. Get This Offer Sprint RENTAL CARS Save up to 20% on already low prices at more than 3,000 locations. Access Savings Budget Click here to see more benefits - Relevant benefits for businesses and their employees - Exclusive supplier discounts - Significant reduction in operating expenses - Discounts (and benefits) not available to the general public See All Benefits Opt out of Email View email in browser Opt out of Program Privacy Policy Copyright 2014 by Merchant Warehouse, All Rights Reserved. You are receiving this email because you are enrolled in the benfits program offered by Merchant Warehouse. Click here for terms and conditions. Our mailing address is: *** ******* Street, *nd Floor ******, MA ***** ************ Add us to your address book

Desired Settlement: Immediate refund (credit) to may bank account for $13.90

Business Response: I apologize for the inability to put the fees back into your bank account real time. All refund requests that go out via ACH take 10 - 14 business days to reach the bank account on file. I have expedited this request and you will have it by Friday. In regards to the fee being added to your account, I will share your concerns with the verbiage being unclear on opting out with our Marketing department so that they can keep this in mind for any future communications out to merchants. 

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I maintain my request for immediate credit to my bank account.  I don't believe the reason that ACH payments take 10 days.  And credit by Friday is not expediting, since you approved the credit this past Thursday. If you can credit my account for a debit or credit card charge within 24 hours, you can do the same with a credit from your own account.  Further, forwarding my complaint to marketing for your Opt Out pitch being unclear does not satisfy the issue that Opt Out is a trick that is so malicious to the public, the banks are forbidden to use it -- and Merchant Warehouse should never have implemented it.  In summary, you lied with this Opt Out scheme, and your responses continue to be untruthful.  You're acting like the greedy banks that ruined the economy and continue to do so.   

Business Response: I apologize for any confusion in our original response. ACH payments do not take 10 business days to go into a bank account, but our internal process of sending ACH payments to ***** ****, our back-end processor, and to have them key the requests into a queue that is then sent to the banks typically takes 10 - 14 business days due to additional steps that are required on our part and ***** ****'s part.  Additionally, our refunds take 10 - 14 business days; by guaranteeing the funds into the bank account on file by Friday, that is expediting the request by a considerable amount of time. I do apologize that this does not meet your expectations.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

There is no confusion on my end at all!  You reply merely confirmed what ******* ****** revealed -- that these unauthorized fees of $6.95 for two months could not be immediately credited -- because they had been given to ***** ****!  That is, this portal is not a Merchant Warehouse service at all but rather one from ***** **** that Merchant Warehouse is using the Opt Out trick to get money from it's merchants -- to pay ***** ****. If the fees went to Merchant Warehouse, you could immediately refund them.   After all, when you pay other obligations, there's no delay of 2 weeks or so because ***** **** processes your accounts payable.   But, since they went to ***** ****, you have to request the refund from them. Let's see if you can tell the truth in this matter, just once -- that the $13.90 refund will be in my back account Friday AM.  

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/22/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Merchant Warehouse let me run a credit card through the account and did not mention that they had a problem with our account, when I didnt receive the money into my account I called them 6 days after I ran the card. They told me that they closed my account on the day I called because my bank account didnt have the money in it to pay the monthly fee because Merchant Warehouse had the wrong account number. We changed bank account numbers back in Jan 2014 and this is April 2014 and they were contacted with all the new information they dropped the ball not us. Now they have $1979.00 of my businesses money and they will not put it into my account they tell me I have to wait 3 weeks until they get around to cutting me a check. This is a crime, they took my clients money from her credit card and are taking their sweet time mailing it to me. I am trying to run a business and they dont seem to care.

Desired Settlement: I would like them to send me a check not in 3 weeks but within 3 days.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Thank you for responding so quickly expedition of the check would be great.      

Business Response: I apologize for the issues you've experienced. We are still awaiting the check to be released, but I have requested that it be expedited for you.

Business Response: Thank you for your patience. Check #**** has been sent out to you via *** overnight shipping. The tracking number is ******************.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.  I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/18/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In June 2013, I submitted a 2nd corrected application to Merchant Warehouse. They stated this would correct the error which would cause a mismatch in the EIN & name as well as prevent me f rom being charged a $50 penalty fee at the end of the year. I was charged a $78 application fee in May & charged again in June. It took a month to get that fee refunded. In Dec. I was charged the $50 fee any way. This is Mar 25th 2014 and the $50 fee has not been refunded to me. I have sent every document requested so this could be corrected but Merchant Warehouse has NOT refunded the fee. The 2nd application was supposed to correct this problem as I was told. I have spoken to ***** ****, ***** **** & ***** ******* but not one of these reps have followed up with me or refunded my money. I am a small business & $50 is a lot to me. ***** ******* was my last contact on Feb 24th 2014 in which he states via email that he is working on getting this corrected. He will not respond via email now & it has been another month. I have been paying quarterly taxes for almost 4 yrs under the same EIN#. I believe this is a scam to get $50 from clients & take their monies. I was very skeptical in going with Merchant Warehouse from the beginning. This is the 2nd Credit Card vendor I have been with in 4 yrs. These are the same type issues I was trying to avoid as a small business. We need to offer credit card services to our clients yet this what we get? I would not advise any company to sign with Merchant Warehouse. They have poor customer service! They do NOT follow up timely & as a business you have to wait months for issues to be resolved or get refunds.

Desired Settlement: I want the $50 they deducted from by checking account refunded immediately.

Business Response: I can appreciate how frustrating this process can be. We did receive an updated application, but even after we submitted the updated information it did come back to us with a response that it did not match what the IRS has on file. With that said, this fee is not meant to be revenue generating for our company and once this issue is rectified, I'm happy to issue a full refund.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Yes, I submitted a second application and I was told this would correct the error. Attached to the email was the EIN Letter that I received from the NC Dept. of Revenue. I was told by submitting the 2nd application that this would prevent me from paying the $50 fee. I have supporting emails regarding this dated May 2013. I was assured this had been taken care of. I never received another notice stating otherwise & did not know that I had been charged the $50 fee until I received my monthly bank statement for Dec 2013 in Jan 2014. I was certain this was yet another error. Eight months later, I am told my application is still incorrect. This is the companies fault & not ours. We were told it had been corrected. Should we still have to wait for the corrections to be made before receiving the refund? How many people does it take to correct an error? Why can't the company request a reason for this rejection? Should it take a company 11 mos to correct an error? When a customer has emailed every single piece of paperwork they have ever received from the NC Dept of Revenue, do you still decline the refund of $50. Quality customer service involves getting to the bottom of this issue & not laying it aside continuously.  I am not satisfied with this company making me wait for the $50 refund, when they have taken almost one year now to correct this issue. When it didn't match the 2nd time, why were we NOT notified there was still a problem? Does this justify charging us any way? The continued 20+ emails are proof on our part we were mislead by employees who stated the error had been corrected. Knowing this as a business owner, I would refund the money immediately, apologize & then work to correct the error. Holding the refund says to us, until we correct it we are keeping your money. They will loose my business.  

Business Response: I apologize for the delay in this response. The information that was provided to us is still not accurate; I'm happy to review it personally if you'd like to forward the information to me through the complaint system. The representative that was assisting you is no longer with the company so I am unable to locate the information that may have been emailed to her.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

2013 Tax forms were emailed to **** **********/Supervisor on April 15th, 2014. Spoke to her via email today. I called the company to cancel my service & request a $78 annual fee be refunded to me which was taken from my bank account one month prior to last year. Ms ********** has agreed to refund 4 monthly fees at $50 each. I am expecting $278 to be refunded to me via US postal service. I hope they do as they have promised.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/18/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was in regular communication with *****, a sales associate at MW (Merchant Warehouse), about using MW to process credit cards. I was preparing to release a 10 hour video series. ***** was very nice and he called me frequently. Finally, I told him I would be willing to commit to MW as my merchant account but ONLY if you did not start charging me until my product was ready. He said, that would be terrible business for us to do that. For the record, I had the same conversation with my Call Center and they said the same thing as ***** but they honored their word, but MW did not. MW started charging me $19.95 a month in September. I called in to complain and they reversed two months worth of charges. I told them I would let them know when my product was ready. I continued to be charged. I was working 18 hour days getting my product ready for market. Well, my product is now ready, I was willing to forgive MW for not keeping their word and continue to use them so long as they KEPT their word and credited me back for charging me every month before my product was ready. They upped their fee from 19.95 to 26.95 for the last four or five statements. I called and spoke to a representative and she was rude and told me that they will not credit me and I should have read the fine print. I asked for a supervisor but none was available. This was on April 10th. I supervisor called me back on Friday, April 11th at 9:15 am and she was very pleasant to work with, much like ***** was, but she told me that they will not credit me for their charges. They said ***** is no longer with the company. I told them out of Principal I would have to leave. How can they not stand behind what one of their employees told me. Once again, I was told that I the fine print of the paperwork trumped whatever the sales rep told me. Clearly they do not value me as a customer. They would rather see a disgruntled customer leave over what is proabably about a $120. For the record, I have never filed a complaint with the BBB in my life. I just feel it was so wrong for them to say, oh my goodness, we would never charge you until you started using our services and then not stand by their word. I file with complaint out of principal to protect them from misleading other clients. For the record, I believe ***** 100%. He was such a great guy and such a pleasure to work with. Even if he promised me something his supervisor would not have approved of, MW should have stood behind their word, acknoledging that ***** is MW and he speaks on their behalf. Feel free to reach out to me if you have additional questions. Thanks for listening **** *******

Desired Settlement: I desire an apology and a refund. I would also like for others to be protected. I would like for MW to stand behind what their sales reps promise their customers, but I know I can't control that but I filed this complaint for others even more than I did for myself.

Business Response: I'm sorry to hear about your experience. Our contract does state that upon approval you will see charges from us. While I am unable to issue a full refund, I can issue a refund of $118.90 which is comprised of the $15 monthly minimum charged the last seven months and the $6.95 My Advantage Portal fee that was charged the last two months. The $4.95 monthly service fee is something we are assessed and we are unable to refund. This refund will be placed back into the bank account on file. 

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Bait and Raise Rates/Fees Tactics, Rates and Fees Increased Dramatically from Agreement Signed with Merchant Warehouse. 1st 6 months rates were reasonable and per agreement over time rates and fees increased to the point of suffocation to business. Merchant Warehouse response to absurd amount of fees in addition to the rate hikes is that the credit cards companies made them do it!! I am confident every merchant is being charged different fees and rates. If the fees are standard pass down to merchants every merchant should be having the same fees charged. NO, Merchant Warehouse picks and chooses what fees are passed down to what merchant, rates may vary of course. Merchant Warehouse is the Worst Credit Card Processing Company due to their Bait and Raise Rates/Fees Scam

Desired Settlement: I Request rates and fees adjusted to/from Agreement signed.

Business Response: We are not going to be able to issue any form of a refund for rate increases that our merchants were notified of and consequently accepted through continued use of their merchant account. I do apologize that rising costs within the industry have created a hardship for the merchant but there's simply nothing that can be done about these increases. We do our best to absorb costs whenever possible but that cannot always be done.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Response by merchant warehouse to rate increases and fees is unacceptable, this company uses bait and switch tactics and never takes responsibility of anything its always passing blame to others for how the company does unethical business practices.I encourage better business bureau to read the company's MANY complaints on Yelp, I am not alone. www.yelp.com/biz/merchant-warehouse-boston   

Business Response: It's an unfortunate fact of being in an industry with constantly rising costs that rates will increase, however we certainly do not use bait and switch tactics. Our fees are outlined quite clearly on our merchant processing agreement and any increases are delivered in writing to our merchants prior to the increases going into effect and our merchants have the ability to close out their account prior to the increases if they do not agree with them.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Its appalling how merchant warehouse claims all the rising fees are listed in the merchant agreement, mine and many other merchants who feel scammed certainly did not have a disclosed detail list of all fees or we would not be so upset!! I would be happy to accept what I had clearly agreed to in writing minus the cherry picking fees charged to merchants. From the yelp reviews, many  merchants have been charged a cancellation fee for canceling services which is not disclosed in my agreement.Where their is so many complaints from merchants there is truth to your questionable business practices.     

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/14/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: When I started Account, Sales Rep. ****** *******, told me monthly minimum charges would be $ 9.95. when I got my first statement, they were charging $ 9.95 + $ 25.00. Sales rep send me this copy , I left 2-3 messages for sales rep but no reply. Visa/MC & Discover Discount Rate 0.500% Per Authorization $0.15 Gateway Fee $0.00 Monthly Service/Statement Fee $9.95 Setup Fee $0.00 Application/Programming Fee $0.00 Cancellation/Early Termination Fee $295.00 Equipment/Software Z-Ware Integration

Business Response: I apologize for any confusion, but the $25 monthly minimum is listed on this merchant's application and he did sign off on all of the fees contained therein. We are unable to remove that fee.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I asked sales rep. When I do not have any single customer during month, how much it will cost me, She told me $ 9.95 per month. Asked them to check recorded conversation, Now sales rep. not answering my phone call or email.

Business Response: I apologize if there was any perceived miscommunication during the phone call with our sales representative. All of our merchants have to sign off on a contract agreeing to our fees, which Mr. ******* did. I've attached the section of his contract wherein the $25 monthly minimum fee is listed. 

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

When ever customer call they record all voice conversation, Like to listen sales reps. statement wahtever she told me, she told me only $9.95 charge per month if I do not have   any transaction. Same complain I have complain I have at attorany General's Office.   

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/7/2014 Billing/Collection Issues
4/2/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: this account was closed on Nov 22, 2013 with ****** by phone, I continue to get bills and the hold time at customer service of over 20 minutes to solve this problem in one of the main reasons I closed this account.

Desired Settlement: full refund of ANY AND ALL fees back to the Nov 22 date cancellation.

Business Response: We're unfortunately unable to refund any fees in regards to this matter. Mr **** was sent a cancellation link to close out this account when he spoke to **** in our Cancellation department in November. While we would typically understand confusion surrounding this process if a merchant claims to have not received our cancellation email, in this case Mr **** followed the very same procedure several months earlier when he cancelled merchant account *************** and did click on the link sent to him in our cancellation email and complete our cancellation survey, so he knew what was required of him to close this other account.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Yet another example of poor customer service. I spoke with ***** today at Merchant warehouse at 10:15 am and she approved a full refund of the fees back to October 2013, I guess the left hand has no idea what the right is doing at Merchant Warehouse.  

Business Response: I understand how the disconnect can be frustrating. The refund that ***** has promised is one that typically would not be approved in light of the other account having already gone through this cancellation procedure, but the supervisor that approved it was unaware of the other account. We will do some internal coaching to ensure that everyone is enforcing our policies in the proper manner in the future. 

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

The cancellation link you mentioned for this account DID NOT WORK, I called in and spoke with ****** on 11-22-13 and was told he would take card of the cancellation.  He did not and I was charged continue monthly fees.  I do have another account with MW ending in ****** and I will close this account if this refund of fee is not approved.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/1/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been a customer of Merchant Warehouse for about 5 years. I own a health club ********** ******* and use the software ********* to manage and process gym memberships. Merchant Warehouse's credit card processing service is integrated with the ********* software. Over the past 5 years Merchant Warehouse has been paid about $70,000 in processing fees from my company. On a monthly basis Merchant Warehouse processes approximately $30,000 in credit card transactions on behalf of ********** *******. ********** generates approximately $500,000 in sales annually. In exchange for Merchant Warehouse's services they charge a fee based on the transactions and run an ACH debit at the beginning of the month to cover the previous month's transactions. This month of March they debited a certain amount March 2nd to cover February fees. I put a stop payment on the debit because the fees and rates included monthly recurring charges that I had instructed Merchant Warehouse a year ago to remove and were not necessary. In response to the stop payment Merchant Warehouse has frozen my account and refused to deposit my company's credit card transactions into our bank account. I have not had any deposits into my bank account for 10 days. At the time of this complaint they are holding over $10,000 and have the $980 to cover the debit that I put a stop payment on. What they are doing is unethical and fraudulent. 10 days ago they asked me to submit a ***** *** form and letter from my bank stating the hold was lifted. I did that and they are refusing to accept the letter, even though the letter states exactly what they require and has my banker's contact information on it. In the meantime my business continues to run daily credit card transactions through Merchant Warehouse and everyday my money is not being deposited into my account. Basically they are holding my money hostage and it is hurting my business. As a result my cash flow has suffered and I have had NFS issues with my bank. I have called and emailed Merchant Warehouse many times to get this resolved and my money deposited. I have continued to ask to speak to a person in authority and no one of authority has called or emailed me.

Desired Settlement: I want to speak to ***** ******** the CEO of Merchant Warehouse and they need to deposit my money in my bank account asap and pay for 15 NFS fees at $34 per fee generated by my bank.

Business Response: I apologize for the disconnect in getting your account updated. This should not have taken so long nor should the process been so difficult. I'm happy to issue a refund of the overdraft fees assessed. I do see that the issue is rectified and the funds that are due are en route to the bank account.

Consumer Response:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint ********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/29/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I started service with this company a year ago, the service was never used by me and I was told that if I do not use it or like it by the sales rep that it would be cancelled. At the end of my year, the company did not cancel the service and they billed my bank account not once but 3 times so far. The bank has changed me a 25.00 fee for everytime they try my account and I have made several calls to this Company to keep cancelling this service, they tell me it is cancelled and then try to bill my bank account again. I never authorized this and they won't stop. I need them to never try to debit my account again and to pay for all the bank fees the bank is charging me. Thank you.

Desired Settlement: Pay for all the bank fees this has cost me and never contact me or my bank again.

Business Response: The charge in question was something that all of our merchants were notified about via email (the same email used to file this complaint) and merchants had the ability to opt out of the service that was being added to their account with the $6.95 charge.I will have the fee waived by our collections team, but we are unable to cover overdraft fees for a charge our merchants were made aware of well before it being charged.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/28/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I worked with Merchant Warehouse to set up a credit card merchant account for our soccer club's wesbsite. I told them what I was trying to do, giving them the website provider we use (*********) and saying they could ask them what is needed and telling them I need to collect multiple payments from members. We walked through all of the fees several times. I told him that I needed to make sure that there were no more additional fees that would come up, because I was presenting this to a board that needed to approve it. So, we walked through everything I needed. When signing the contract, I confirmed that there will be no more fees for me to provide the services I want on my website. He (******* ******) confirmed that with me. I then signed the contract and was given access to set up the merchant account. When I went to set up the account, I was asked by our website provider what the CIM number or access was (I am unclear of the technical term). I found a link to add CIM (which I later found stands for Customer Information Management) to my agreement for $20/mo. An additional fee, which I specifically asked about before signing the contract. When I found this out I called ******* on 3/5 in the morning (about 9:30am) and sent an email as well, no reply. I waited until about 2:00pm and left another message and email, again no reply. I called at 5:30pm that day and was able to reach another person and I asked her if ******* was in that day, she said yes, let me go get him. He then picked up the phone and I explained to him my issue. He said he "did not even know what CIM was?" and that if I wanted any add-ons that would be between me and Authorize.net and that he had nothing to do with that. I had never known or heard about "add-ons" before that moment and was angry and confused. He apologized and said he would first research what a CIM was and get back to me. He called me right back to explain what it is and said that it is an "Add-on" and something I would have to pay an additional fee for. I said that "I asked before I signed the contract would there be any additional fees (aside from late fees, return checks, etc.) and he said no", so how can there now be an additional fee. He said that that was between me and authorize.net and that they were not responisible. I was not happy and asked to spwak with a manager, he emailed me on 3/6 at 5:10pm telling me that *** ******* will be in contact with me to discuss my account tomorrow. As of 3/14 I had not recieved any phone calls or emails from *** or *******, so I called to see what was going on. On this call I spoke with a ******** ******** who said that Merchant Warehouse is not responsible for this issue and I would have to pay the $20. She did not know why *** or ******* never followed up, but nonetheless, she said that Merchant Warehouse is not responible to notify a customer about add-ons and that was beween me and authorize.net. My issue is that these "add-on" fees were never discussed or disclosed and I gave all of the information to ******* to allow him to make sure I had the right options, including giving him my website providers information if he needed to check on what services we needed. I asked if there were any more fees and was told "no". Now, that "no" has become - "there may be fees, but these are add-ons, not anything that we are involved with". I am not an expert in credit card merchants, which is why I contacted merchant warehouse.

Desired Settlement: I want Merchant Warehouse to stay true to what they told me and give me the CIM needed to set up the website, without adding the $20 charge, on top of the other charges that were disclosed and agreed to be paid.

Business Response: I apologize for any perceived misrepresentation on the part of our sales team on fees that are assessed by our third party partner, authorize.net. Our sales team is not trained on authorize.net's additional services or the fees for those additional services. Merchant Warehouse facilitates the relationship between our merchants and authorize.net to have the ability to process through authorize.net's payment gateway; if a merchant chooses to purchase additional features from authorize.net after activating their authorize.net account, that is part of their contract with authorize.net and Merchant Warehouse is unable to change pricing on any aspect of that or offer another vendor's services for free.


Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.  

The response did not acknowledge or respond to my question in regards to the statement made regarding no additional fees and did nothing to to try to resolve this complaint.  

Business Response: I apologize for the original response being unclear. Our sales representative can and should only speak to our fees that we are setting up for merchants. In this case, it would be the agreed upon rates and fees in the signed merchant application as well as the quoted monthly authorize.net gateway fee. Should the merchant choose services outside that scope, our sales representatives cannot speak to those fees and should not be quoting any additional services offered by third party vendors. I do understand that this was not the understanding at the time of the contract being signed and I've passed this information along to our sales management team so that they can provide the proper coaching to the representative, but we will still be unable to change any fees that are charged by authorize.net.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.  

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

3/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In January this year I called this company to order mobile reader for my business, two days after I have cancelled order and from that day I start to have problems with this company. In February they charge my bank account on $32,95 with excuse that is fee for January, I called them on 02/05 to cancel account and to ask for my refund and they promised that I will get my money back in 10-14 days, I never get that obey. March 03 my bank account was charged again on $61,95, they said fee for first 5 days of February, I called again on 03/03 and representative told me that I will get refund on $32,95 in 2-5 days and $61,95 in 10-14 days, again nothing. I called today (03/12) to see what's wrong, and they told me that refund check on $32,95 will arrive in 10-14 days ( last week the sane check should arrived in 2-5 days) and that they need to approve other check and then send to me. I'm desperate, I don't know what to do, I really need your help to get my money back, every time I call they promise and I don't get nothing. Please, help me! Thank you

Desired Settlement: To send me my money, I want to see this money they took on my bank account soon as possible, I will not stop calling them and writing complaint.

Business Response: We have reissued both checks and have sent them out in the mail today to the confirmed address.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

I still didn't get the checks,  but I'm not surprised, this is maybe 5th time you say you send me and nothing,  will see, I'll write response if I get. I want confirmation that you will destroy my documents and that you will not take any money from my account anymore.thank you

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I first contacted this company on September 26, 2013 (and spoke with **** ******) to cancel our services with them. I faxed them the cancellation form that they requested and followed up several times to see if the service was cancelled. Each time that I spoke with someone I got the run around. I spoke with ***** in December who had me refax the cancellation form. Then in February I was told that the wrong Doctors name was on the cancellation form and that is why it had not been cancelled. I then faxed the form again on February 6, 2014. I followed up on February 27, 2014 and spoke with a ***** who asked if I had been sent a "link" through an email that would immediately cancel the service as soon as I clicked it. I told him no and he said that he would research our account and send me the link and that he would call me that day. I called today (March 5th) and left ***** a message that I did not receive the "link" or a call back. In the meantime - Merchant Warehouse has continued to charge fees. What do you really need to do to cancel a service with this company?

Desired Settlement: I would like the service cancelled and the fees reversed and refunded.

Business Response: I apologize for the disconnect in getting this account closed out. I have submitted a request to get it closed immediately. The requested refund will be sent via check to the address on file. This can be expected within 10 - 14 business days.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contacted Merchant Warehouse. com around Oct 25,2013 and spoke with ******. I ended up signing up with the service. They started it on Oct, 28,2013 3 days later. I got a debit to my bank account 3 days later for the entire month of October on Nov 2,2013. I assumed it was for November. I had not even setup my website yet and was still going through the process of getting all the information I needed to add the service to my web page. There is no online statement information. It comes in the mail after the money has been debited from my account. December I get a bill that has the minimum montly fee and the $4.95 statement fee as well and $99 for a PCI compliance fee. At this point. I still had not actually processed any payments yet paid in the neighborhood of $130 to Merchant Warehouse. I started processing payments the first of December. I get a debit from my account Jan 2,2014 fora little under $200. There is no way to go online and view statements. No one was available for chat or on the phone. I understand there was some very bad weather that affected their area. When I did get a statement in the mail a week later, I see the charges are more than what I had been paying. Almost all of the $4000.00 was charged at the maximum rate as unqualified. At this point I am totally disgusted with not being able to access my account online or being able to contact anyone for an explanation. Every other service I have, I am able to access my account online. I did get an email around 1/10/2014 telling me I can set up online access but none of that worked either. Now at this point, I have only had the service for November and December and already paid 3 months of charges. I got another merchant account from my bank and closed out this bank account so Merchant Warehouse can no longer gain access to my business account. I finally got in touch with someone to advise them I no longer want their service. I had already canceled the Authorize.net gateway associated with them. I was told I have to speak to someone to close out the account and cannot do it any other way. I get transferred and end up with someone's voice mail. I left a detailed message advising I was totally disgusted with their service and my phone number as well. I never got a call. So at the end of the week I was able to use the online chat. I was told I still had to speak to someone and they would call me Monday 1/20/2014. I finally got an email to cancel my account with them. However, it says I will still be responsible for the fees for the month of January. Now, that would be 4 months or service they are trying to bill me for when I called them Oct 25/2013 and did not even have an account till 10/28/2013 and never used it till 11/2013. The length of time between 10/28/2013 and 1/2/2014is just a little over 60 days. And they want to charge me for 4 months of service. I am being charged or they are attempting to charge me almost double what I used. If they plan to charge for an entire month at the end of the month for the past month, then they need to wait till the first day of billing and activate that account at that time and not deliberately open it up a few days prior to bill the client for services not rendered. If they do not want to do that, then the fees need to be prorated at the most. I have paid for 3 months of service already when I actually only had it active for 2 months and a few days. So as far as I am concerned, I am due the entire month of October that I was billed in the form of a refund check and there is not bill for Jan 2014 as I no longer have or used their service and in fact made multiple attempts to cancel it. Their failure to be available is not my fault and I will not allow this company to charge me for it. My account is now closed.

Desired Settlement: I want a refund check mailed to me at the provided address for the month of Oct 2013 that I was debited and no attempt to charge me for the month of Jan 2014 since their services were no longer wanted or used. Their unavailability is on them, not me.

Business Response: I apologize for any inconvenience in getting the account closed. We will issue a refund check in the amount of $39.94 to the address on file.

Consumer Response: I filed a complaint Jan 21/2014 regarding the following issue. " Complaint Details I contacted Merchant Warehouse. com around Oct 25,2013 and spoke with ******. I ended up signing up with the service. They started it on Oct, 28,2013 3 days later. I got a debit to my bank account 3 days later for the entire month of October on Nov 2,2013. I assumed it was for November. I had not even setup my website yet and was still going through the process of getting all the information I needed to add the service to my web page. There is no online statement information. It comes in the mail after the money has been debited from my account. December I get a bill that has the minimum montly fee and the $4.95 statement fee as well and $99 for a PCI compliance fee. At this point. I still had not actually processed any payments yet paid in the neighborhood of $130 to Merchant Warehouse. I started processing payments the first of December. I get a debit from my account Jan 2,2014 fora little under $200. There is no way to go online and view statements. No one was available for chat or on the phone. I understand there was some very bad weather that affected their area. When I did get a statement in the mail a week later, I see the charges are more than what I had been paying. Almost all of the $4000.00 was charged at the maximum rate as unqualified. At this point I am totally disgusted with not being able to access my account online or being able to contact anyone for an explanation. Every other service I have, I am able to access my account online. I did get an email around 1/10/2014 telling me I can set up online access but none of that worked either. Now at this point, I have only had the service for November and December and already paid 3 months of charges. I got another merchant account from my bank and closed out this bank account so Merchant Warehouse can no longer gain access to my business account. I finally got in touch with someone to advise them I no longer want their service. I had already canceled the Authorize.net gateway associated with them. I was told I have to speak to someone to close out the account and cannot do it any other way. I get transferred and end up with someone's voice mail. I left a detailed message advising I was totally disgusted with their service and my phone number as well. I never got a call. So at the end of the week I was able to use the online chat. I was told I still had to speak to someone and they would call me Monday 1/20/2014. I finally got an email to cancel my account with them. However, it says I will still be responsible for the fees for the month of January. Now, that would be 4 months or service they are trying to bill me for when I called them Oct 25/2013 and did not even have an account till 10/28/2013 and never used it till 11/2013. The length of time between 10/28/2013 and 1/2/2014is just a little over 60 days. And they want to charge me for 4 months of service. I am being charged or they are attempting to charge me almost double what I used. If they plan to charge for an entire month at the end of the month for the past month, then they need to wait till the first day of billing and activate that account at that time and not deliberately open it up a few days prior to bill the client for services not rendered. If they do not want to do that, then the fees need to be prorated at the most. I have paid for 3 months of service already when I actually only had it active for 2 months and a few days. So as far as I am concerned, I am due the entire month of October that I was billed in the form of a refund check and there is not bill for Jan 2014 as I no longer have or used their service and in fact made multiple attempts to cancel it. Their failure to be available is not my fault and I will not allow this company to charge me for it. My account is now closed." Desired Settlement: Refund-Check I want a refund check mailed to me at the provided address for the month of Oct 2013 that I was debited and no attempt to charge me for the month of Jan 2014 since their services were no longer wanted or used. Their unavailability is on them, not me. On 2/7/2014 the business responded as follows: ***** ********* **** **** ** ***** ** ***** Dear ***** ********* * This notification is in regards to your complaint submitted on 1/20/2014 12:37:47 PM against Merchant Warehouse.com. Inc.. Complaint # *******. The business has sent BBB a message regarding your complaint. The contents of this message are below or attached. Message from Business: I apologize for any inconvenience in getting the account closed. We will issue a refund check in the amount of $39.94 to the address on file. Please respond to this message within 10 days. Thank you. Better Business Bureau Here is it 3/6/2014 and there has been no check received as promised. I have contacted the business on two occasions. The first was 2/24/14 inquiring about the check. I was told it was sent to the wrong address and a new one was sent out 2/17/14. I find that interesting since every correspondence with them and from them has the correct address. In fact I have 2 statements from them that had no problem making it to my mailbox. After not receiving the check by 3/4/14 on the second alleged attempt, I contacted them again and they insist a check was mailed. I ship items via USPS and have been over the last 5 years and in general it is a 2 day delivery. 3 at the most. I find it extremely hard to believe a check has been sent out twice and never made it. As result, I am creating a new complaint against the business and this one will not be closed as accepted until such time as the check is received. At this point, it appears to just be a continuation of the serious service issues I encountered that led to me terminating the service and filing the original complaint. I expect the check promised in the first settlement. Upon receiving it, I will close out the case. Regards, ***** *********

Business Response: We have confirmed through our accounting department that the second check that was issued to this merchant was deposited.

Consumer Response: I did finally get a check from them.

Regards,

***** *********

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/18/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Merchant Warehouse charges $50 per month for every month a Tax ID does not match with Federal Records. Our company's tax number was off by one digit due to a typo from our side. It took us longer than expected to fix the issue with the state and in doing so, the merchant charged our account a total of $350 in fees due to a simple mismatch. After speaking with a manager, we were credited only $250, leaving $100 in fees remaining. We were informed that the credit can only go back a maximum of 3 months or $150 but as a courtesy, they will give an extra $100. However, such a limitation was never bought to our attention by their representative ********* ******** who informed us a credit would take place as soon as all documentation is received (we have email evidence to prove this). We were never led to believe that the refund would not be in full. We take issue to the fact that Merchant Warehouse utilizes these predatory type practices where the sales person tells you one thing but then they point to their sales contract in the event any issue arises. We are a family owned business which just opened up last year and as a budding company, any loss of income, no matter how small, takes a great toll. The merchant has no direct reason for charging what they charge other than simply the fact that they can.

Desired Settlement: We would like the merchant to issue the remaining $100 credit in fees. Merchant Warehouse does not suffer any direct loss of income from a mismatch, much less one worthy of $50/month.

Business Response: We have reviewed the calls that Mr. ******** had with ********* and we do agree that the restrictions on the refund of this fee was not made clear. Due to that error, we will issue the remaining $100 as an ACH credit to his bank account. He can expect to see that within 10 business days. We apologize for the confusion and will work with our team to ensure that this is properly communicated in the future.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On September 19th 2013 I signed up for Merchant Warehouse's services. I was ecstatic to learn that it was only $8 a month for credit card processing. He promptly sent over a contract for me to sign which listed about 10 fees. I asked what each of these fees were. Complaint #1: In particular there was a $99 compliance fee that I had asked about- I was told by the salesman that I would be contacted to take a questionnaire and told me that if I completed this questionnaire and passed it that I would not have to pay the $99 fee, and that if I failed to take the test, or did not pass the test, I would have to pay the $99 fee. It was later disclosed AFTER I had signed up that I would be charged this fee no matter what. Complaint #2: I was told that I would be able to pay my bill online. I was not able to pay my bill online, the company *** transferred the amount from my bank account without my permission or knowledge. This caused a *** *** fee on my account. I called and complained and they quickly apologized and credited this to my bank account. This was in October. Complaint #3: The next month, November, a random $25 fee was showing on my account. I called to ask about it. I was informed since that when they tried to draft the money from my bank account, it declined, and therefore I was being charged a $25 fee because I didn't have the funds in my account. They had previously credited $30 to my account due to the fact that they caused my account to overdraft, but tried to charge me $25 the next month. After I called and asked, they said that this fee shouldn't be on my account. At this time, I asked about the $99 compliance fee, because it had been brought up in the call. The salesman that I talked to at this time informed the that I would be be charged this $99 fee no matter what. I expressed to the salesman that I shouldn't be held liable to pay for a fee that I didn't know about and was lied to about. He agreed, and decided to have me contact his supervisor. Complaint #4: I contacted his supervisor, and left a message. About 2 weeks goes by, no response. I call again about 2 weeks later, and I get an email stating that I should give her a call at her direct line because she was not able to make outbound calls past a certain time. I called and spoke with her. She said this issue would be resolved, in regards to the $99 fee. I was happy that she was going to take care of this for me. I told her exactly what the salesman told me, and she said she would have the call pulled. Complaint #5: She has the call pulled, and informs me that the salesman never said that about the $99 fee. I disagreed. I asked for a copy of the sales call. She said it would take time to pull the call. I waited patiently. Complaint #6: She sent my sales call via email. This email contained the sales call. In this sales call, I told the salesman my SSN, my bank account and routing #, my EIN, and 3 separate addresses while I signed up for the service. He sent me a contract to sign. I pulled it up and asked about fees, and he went over them with me when I asked about them, but not until I asked about them. This call contained VERY sensitive information that was sent via an unsecured network. I am very upset with this fact. In the wrong hands, someone could have my ENTIRE identity if they hacked my email or intercepted that message. Emails get hacked ALL THE TIME. Complaint #7: I contacted the supervisor again, and let her know verbatim what the sales man told me and created a transcript of what was said. She said that I could cancel my account since the salesman was deceptive. I went ahead and cancelled my account. I also explained to her that they had tried to draft this amount from my bank account 3 times, causing me $90 in overdraft fees. I asked for this to be reimbursed. She said she would send me a check. On the 20th of December I was told a check would be sent out the following day. It is not the 29th of January and I have no check. Complaint #8: I have contacted the company about not receiving the check- I was told that she would check to see if the check had been cashed, I didn't hear anything from her after this point. I have contacted her several times in reguards to the issue. I have forwarded the same email to the supervisor for the past 2 weeks, and I have had no response from them. It's the 29th of January. I sent an email 7 days ago to them stating if I didn't have a response I would seek legal counsel. Complaint #9: I closed my account, and they have tried to draft from my bank numerous times since then. They can't get anything out because its frozen right now. They are seeking $25 from me for everytime that they have tried to charge my account and can't get a $75 cancellation fee out of it. Due to this companies untimeliness and negligence, my banks says that if my funds are not paid for, that they are going to report my accoung negligent to chexsystems. If the company would have sent this check out like they said they had, I would not be having this issue. If they do not resolve this issue I will have no option but to seek legal counsel.

Desired Settlement: I want a $90 check sent to me to cover the *** fees caused by them. I want a refund on ALL money that I paid to this company based on all troubles they have caused me. I want my account balance with this company cleared. I owe them no money, I have cancelled my service and they are trying to assess fees to my non-existent cancelled account.

Business Response: The $90 check for the overdraft fees was sent to the address on file on 1/27/14. The merchant should likely have received it via USPS by now.

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ******** Please add your rejection comments below. 


I was told that this check was sent out on December the 20th.
I called on around the 7th of January to verify it was sent. I was told by ******** **** that she was putting an expedited flag that would take 1-2 days to confirm if it cashed or if it had been sent.
I never heard back from your company AT ALL about this manner. I emailed ******** **** SEVERAL TIMES with no response.

My bank is in jeopardy because of your company's negligence. My checking account has been reported negligent to *********** because of your companies untimeliness with this manner. I have attached the email that I sent to ******** **** several times with no response, stating that this needed to be taken care of ASAP.

I have been advised to obtain legal counsel for this matter.

Regards,

******* *****

 

 

Business Response: I apologize for the disconnect, our accounting department has confirmed that the check has not been deposited, so we can now reissue. I will need for the merchant to confirm the address where the check can be sent.

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint * ******** Please add your rejection comments below. 

[I received the check this week. I do not need a re-issue. THIS IS THE SECOND TIME THAT YOU HAVE TRIED TO RE-ISSUE CHECKS TO ME. THE FIRST TIME I contacted your company was around the 7th of January... and that check  was not received for A MONTH even though I was ASSURED that it would be taken care of in 1-2 business days.]

Regards,

******* *****

 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/12/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: merchandwarehouse charge me without giving me a credit card machine to process and they ended up charge me over ******* for that I don't even do business with them. So folks please don't do business with merchandwarehouse located in Boston,MA they just there to take your money by charging you with lots and lots of fees. So think twice before doing business with them.

Business Response: *** ****** has actually not paid any fees to Merchant Warehouse, as his bank rejected all of our charges back to us. While we did not provide him with a physical terminal, we did get him set up with our online payment gateway on 10/14/13 which would allow him to process transactions on any computer and most mobile devices. The credentials for this system were emailed to him at 9:56 AM EST on 10/14/13. 

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #*******. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

Regards,

***** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My business was recently charged a $99 fee as part of a new compliance package (CSP). I received notification of the charge on my September statement but the statement did not explain my options as a processor (i.e. cancelling, etc.) nor did it clearly define the coverage period of the CSP. The verbiage on the statement uses the phrases "Beginning in November 2013" and "going forward" and does not explain that the CSP coverage period was for the year prior. I have requested a refund for the $99 charge and was told by a Merchant Warehouse customer service supervisor that the fee is non-refundable (this also was not mentioned on my September statement). In 2012, this fee was waived for customers willing to complete a questionnaire through ControlScan. I completed the questionnaire in December of 2012 and was issued a refund. This year, I completed the questionnaire again (I was prompted by ControlScan to do so) but was assessed a $99 fee and never made aware that this particular policy had changed. As a result of the $99 fee, I have cancelled my service with Merchant Warehouse effective 12/4/13. I have been told that all credit card transactions processed through today (12/3/13) will be deposited accordingly.

Desired Settlement: I would like a refund of the CSP fee in the amount of $99.

Business Response: We apologize for the delay in the response to this, but this merchant has been credited the $99 fee. That was sent out via check on 12/24/13.

Consumer Response:  As of 2/7/14, I have not received a check from Merchant Warehouse for $99 nor has the bank account on file been credited this amount. Surely, a check mailed on Christmas Eve would have been received at this point. I can be reached at ************ if the BBB or Merchant Warehouse has any questions. If not, I would expect that a check would be reissued.  Regards, ***** ********  

Business Response: I apologize for the disconnect. We have placed a stop payment on the original check and our Accounting is now reissuing.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.] Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #*******. I understand that by choosing to accept the business response that my complaint will be closed as resolved. Thank you for the quick response and for doing the right thing. Regards, ***** ********

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: During the month of November I called Merchant Warehouse to cancel my account because they misrepresented there claims and had excess fees associated with their services that were not made apparent before signing up with them as a credit card processor.

Desired Settlement: All associated monthly/service fees refunded minus those that are legitimate to the credit cards being processed.

Business Response: I apologize for any miscommunication in setting up the merchant account. I see that on merchant account ***************, you have already been refunded for the monthly minimum fees that were assessed. I'm happy to send a check for the additional $15.48 that you were charged in monthly minimum fees on the *************** merchant account.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

The $15.48 only covers the monthly fee that occurred while not using your services for one month. The annual fee that I incurred unjustly, after only using your services a couple months, shows how misrepresented your claims are. Had you closed my account in November, as I had wished, I would have never incurred the charges in December that included the annual fee. I will continuing disputing both the monthly and annual fee until it is agreed upon that a refund will occur. At that point, I will drop my case. 

Business Response: I apologize for my mistake, I will gladly refund the $99 fee on both accounts. That will be sent out via check within 14 business days.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/19/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: ******** **** Water District was contacted by ******* ******** with Merchant Warehouse (MW), a credit card processing company. He ran an analysis and presented reports to the District demonstrating MW would save us money with our card processing (I have the reports which he provided).The truth is Mr. ******** deceived us by not disclosing the true cost of using Merchant Warehouses processing service. He intentionally left out what they call applicable Interchange rates in order to make MWs rates lower than what the District was currently paying with our existing processor.Due to Mr. ********s and Merchant Warehouses deceit, the Districts cost to process credit cards has more than tripled. When I attempted to contact someone regarding the closure of the District's account - the employees at MW would transfer me to a phone number that only took messages. At no time did anyone return my calls. The only correspondence was a generic e-mail allowing me to close our account (but we still have to pay until the end-of-month). Now that's appalling customer service at it's finest.

Desired Settlement: ******** **** Water District is requesting a refund of the following FEES:$ 99.00 Annual Compliance Service Package (as we are no longer using MW)$ 67.02 Total interchange fee for December billingWe hope your business practices are more honest for any future clients you may get that that are looking to save their rate payers and/or customers money.

Business Response: I'm happy to refund the $99 CSP fee as the merchant account is now closed, but I am unable to refund the interchange fees as those are disclosed on the merchant processing application (attached).

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

However, I am requesting that a record of this issue remain on file to warn any future customers of this business of their undisclosed practices.  This matter to remain open until the $99.00 has been placed back into the District's bank account. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/18/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Sales Person never said there would be any restrictions or holds from getting funds deposited. I have suppled invoices, company has talked with customer and customer is vertifed, merchant service has customer business license. We estimate our sales will be 35,000.00 year and sales person put 3500.00 and avg ticket could be 1000.00 and the rep put it at 250.00 Rep lied to me so I would sign contract and now im thinking the rep could of changed the contract all together. They sell me a machine that I now can't use So they lied to me to get me signed up and sell a machine. They requested 3 months of bank statements and I told them my account has only been open since 10/26/2013. There is no way to supply that. I am willing to supply anything else.

Desired Settlement: First Batch released to me and to have no other problems with future batches. Full refund on machine

Business Response: I'm sorry to hear about your frustrations with the setup process for your account. To clarify, merchants have the ability to view their contracts prior to signing, and if there is any discrepancy in the information, they have the ability to clear that up prior to signing the legal document. In regards to the held funds, those can typically be released after a reasonable amount time when there is no dispute from customers. This can take 180 days or more in some cases.Once a terminal has been used, we cannot accept it back in stock.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have tried calling Merchant Warehouse for 4 business days to always receive a busy signal. We also tried using the phone number listed on the BBB review. Today 1/27/14 I went to their website, to be informed that the page can not be displayed. We have an account with this company. We are contacting them for explanation of fees as they are much higher than was stated. The statement does not give enough information. We are very concerned as they handle all our credit card monies, and we can't reach them.

Desired Settlement: We want to be contacted by them, with explanation of fees, and if necessary terminate the contract with no penalties.

Business Response: We have spoken to this merchant and clarified some questions in regards to her fee structure as well as clarifying information in regards to the support that is provided by her point of sale provider, *******.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/10/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We originally opened a Merchant Warehouse account to preform testing of live credit card processing on our website, in May 2012. After not using the service for several months, and be locked out of their online system due to inactivity, we decided to cancel their service in late 2012 or early 2013 ( I cannot remember exactly, but it was around a year ago). Despite being told that the account was closed at that time, we recently noticed that withdraws were still coming out of our banking account. Since they were under the businesses name, the regular charges of roughly $35 dollars a month went reasonably unnoticed, but this past month, a charge over $100 drew some attention. We called to determine the reason why they are continuing to charge us for a cancelled service, and they claimed to have no record of the prior call. Unfortunately it was far too long ago now for us to remember any of the details about this call, but they confirmed for us that service has not been used since last year. When we asked if they could issue a refund for the charges that we were not expecting, they kept forwarding us around until finally one representative said they could not.

Desired Settlement: A full refund of the amount charged during the 2013 calendar year.

Business Response: We're unfortunately unable to locate any record of a request being made to close this account prior to the merchant contacting us in December 2013 to do so. Our contract also clearly states that merchants have 45 days to dispute any charges to their account. It's unfortunate that they were unable to reconcile their bank account in a timely manner, but that is not something that is the responsibility of Merchant Warehouse. We will issue a courtesy refund of the $99 Compliance Service Package fee via check, as that fee covers the account for the next 12 months and the merchant has since closed their account. That can be expected within 14 business days.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint ********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/7/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up with Merchant Warehouse on June 20, 2013. At that time, I was presented with a simple, bold graph indicated the percentage of card fees and monthly charge of $7.95 that I would be paying for the account. In November, an extra $99 fee was attached to my monthly statement. They indicated this was posted on my monthly statement in September. I had neither seen the notification nor was I told about the charge when the account first opened. The MW customer service representative indicated that the charge was noted in a 33 page agreement that was submitted online. In other words, the charges were hidden in a 33 page document rather than posted up front at the time of the account. When I requested a reimbursement, or offered to pay $50 instead of $100 because I had only had the account for five months, my offer was rejected. In five months and one week of service, I have submitted $1227 in transactions. During this time, I have been charged $319.53. This equates to 26% of my transactions.

Desired Settlement: My desired outcome is that they reimburse my $99 fee, and make this fee known more clearly at the time of the signing of the contract.

Business Response: We have issued a refund check of $99 to this merchant. He will receive it at the address on file within 10 business days.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint ********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

Thank you for your diligence in resolving issue. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/29/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Monthly minimum charges were not disclosed by the salesman

Business Response: The monthly minimum charge is disclosed on page 2 of our merchant processing agreement, in the same section where the monthly service fee is listed. Additionally, this merchant has only been charged for one month thus far, which totals $29.95, so I am unclear on why he would be seeking compensation from us in the amount of $120.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

The $120 comes from the fact that there were two different accounts started at the same time. Access Storage and Southern Accent. We were charged a monthly rate for both at 29.50, that is $59 plus the $60 that was paid for the swiper. 

Business Response: Both accounts referenced were approved in December 2013. Both accounts have received a refund for the December 2013 fees and those refunds will be sent to the bank account on file within 3 - 5 business days. Both accounts had processing in January 2014; I have removed the $25 monthly minimum for the accounts, so the only fees the merchant will see is the agreed upon monthly service fee of $7.95 and the fees associated with any processed transactions.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The sales person never created my account for the merchant service and I called multiple times to have it resolved and finally just ended up cancelling my account.... The company continues to bill me for a service I never received.

Desired Settlement: I need my accounts to be refunded the total of $89 for the months of service that I have been charged with no service.

Business Response: We apologize for the service issues this merchant experienced. We will send a check of $89 to the address on file.

Consumer Response: I would also like to make sure that the account is closed and I will not see a future charge.

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/24/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We signed a Merchant Processing Agreement on 9/14/2009 but the set up was never completed. Although we requested a service cancellation on 12/23/2009, since our business has been closed and we do not operate any business at *** ******** St ********* MA ***** address.

Desired Settlement: We still see monthly charges as of today and now request a full refund for all charges with interest from the beginning was because the set up was never completed. This issue was raised several times in the past by calling and complaining, but our request never honored, we believe it is not right to charge a customer if the set up is never completed. We will file a law suit and complaint to the Better Business Bureau and also with the Attorney General’s office if we do not see a quick resolution on this matter. Enclosed please find the copies of Merchant Processing Application and Agreement, Voided Check, AGM Systems Estimate, Merchant Warehouse Monthly Fee Statement and Account Cancellation request. Please let us know your decision as soon as possible

Business Response: I do apologize for any issues with getting the merchant account closed. While we do have a record of Mr. ******** contacting us in December 2009 to cancel the account, we did not receive back the signed cancellation form that would be required to close his account. We did not hear any further communication from him until March 1, 2011 when he spoke to ****** ******* to close out the account. At that point our cancellation process had changed and we emailed him the URL to a page on our website to fill out his cancellation information. That was not completed. Mr. ******** then contacted us again in August 2012 and spoke to ******* *****, and inquired about cancelling his service and the end of his contract length (which is 3 years or he would have been charged a $295 early termination fee).

The bank account on file for this merchant account is the same of that on Mr. ********'s other account. This means that for every month of the last four years, Mr. ******** has seen two charges come from Merchant Warehouse come out his bank account, even if he claims to have not received our monthly statement. He has also made several calls in to us to determine how to close his account and has not (per our records) followed any of those steps. 

I would be willing to offer a courtesy refund of the monthly minimums that have been charged since the end of Mr. ********'s 3 year contract (which would have been completed 9/23/12). This means we would issue a $25/month credit for October 2012 - August 2013, and I will close the account so that no further fees are assessed. The refund will be issued once Mr. ******** agrees to these terms. Please note that this is a courtesy refund and we are doing so in light of our business relationship with Mr. ******** and wish to work with him in some capacity on this issue.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I received your letter regarding my above mentioned complaint. I do not accept Merchant Warehouse.com Inc's offer as I believe that the charges from the beginning are not acceptable since the set up had never completed. I do not think it is a good business practice to start charging a customer if they don't complete the set up. At this point I still expect Merchant Warehouse.com Inc to refund all the charges from the beginning. Please be advised that I am not trying to get anything unfair  because I am still using MerchantWarehouse.com Inc on my other business ***** ******* ******* in *********, Ma. and willing to keep my relationship with them. However since everything seems right with my other business I would still be working with them. Thank You for your consideration and please contact me should you need any further information.       

Business Response: While I do understand Mr. ********'s concerns, our offer will remain the same. He did not follow our clearly outlined cancellation policy, not did he follow up with us in any timely manner. Our contract, the terms of which were agreed upon when he signed our merchant processing agreement, indicates that our merchants have 45 days to dispute any charges they believe to be incorrect. I am going well beyond those terms by offering to issue a refund of fees assessed from 10/1/2012 forward. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We starting using this company based on their rating with the BBB. When we arranged credit card processing services with Merchant Warehouse, we told them that we are a high end consignment store and that we had items for sale ranging from $5 to $5,000. We were approved and starting taking credit card payments. We sold a ** bag to a customer for a total of $1,419.60. She paid for the bag with her credit card. We swiped her card, checked her ID, the sale was approved and she went home with the bag. Then we got an email from Merchant Warehouse stating they needed additional information for the sale. We asked them if the customer was disputing the charge and they said no. The risk department needed more information. We sent them a copy of the signed receipt. Then they wanted two months worth of our bank statements. I have been running businesses for twelve years and have used other credit card processing companies for all of those years and have never heard of anything like this. Again, THE CUSTOMER HAS NOT DISPUTED THE CHARGE. We sent them the bank statements. They then sent us an email notifying us that they were closing our account and that the $1,419.60 was being refunded to the customer. They gave us the credit card number and expiration date of the card, but that hardly solves the issue. The customer is not here, and we cannot take credit cards at our business until we open another account with a reputable merchant services company.

Desired Settlement: They took it upon themselves to refund our money without any complaint by the customer. They need to give it back.

Business Response: Merchant Warehouse is unfortunately not going to be able to issue compensation for this transaction to the merchant. We have provided to him the credit card information so that he may re-charge the transaction through whomever he chooses to use for his merchant processing in the future. As the transaction was well above the dollar amount agreed upon as the merchant's average ticket on his contract, our Risk department was unable to allow this sale to go through. We would encourage the merchant to work with his customer and charge the card again through his new processor. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/13/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: -Signed up for account in mid Sept after seeing referral by studio cloud biz mngt software. Guy who set up account said that there were no fees. MW supposedly made money by taking a percentage of each transaction. Of course I can't remember his name and his emails came from a don't-reply account from MW (hindsight) -Cancelled account 11/11/13 when I received a monthly bill. Sent back card reader terminal -Received another bill. This time with added fees. I called on Sat 12/21 and was told to call back on Mon during biz hours. Guy who answered the phone seemed to think I should not have been charged as he showed my cancellation on 11/11 and the reader received -Called to dispute the charge to my account Mon 12/23 approx 2:50pm. Spoke with ****. He said the additional charge was an annual charge from the credit card companies for having the "ability" to process credit cards. (their info on the site says there are no annual fees- see screenshot). **** just talked over me and when I became irate he ended the call. -I called back in attempt to speak with a supervisor a few minutes later. I spoke this time with *****. ***** was rude right out of the gate. It was evident that he had seen whatever notes **** had placed on my account. He asked what he could do and I told him I wanted to speak with a supervisor. He asked what the problem was and I told him I had already spoken to someone so I wanted to speak with a supervisor. He came back a few minutes later and said that there was no supervisor available. He said to give my number and one would contact me. I asked if it was normal for there not to ever have a supervisor on duty. He snidely replied that it was not that there was "never" a supervisor available it was that they were fielding other calls. I offered to wait for the next one but was told that this was impossible as I was in a live call cue. I asked how long until I would be contacted and was told 1-2 biz days. I was rudely dismissed -I then sent a message to my bank asking them to no longer process transactions from merchant warehouse - I then took screenshots of MW claims of no fees These people are charging fees when their advertising says there are no fees. Then when you cancel, they charge an annual fee for credit card companies' "ability" to process cards- what?? I would just like to have my money back: 2 months of: min montly fee $25.00 monthly svs fee $7.95 1 annual fee: compliance svc pkg $99.00 total: $164.90

Desired Settlement: just want my money back: 2 months of: min montly fee $25.00 monthly svs fee $7.95 1 annual fee: compliance svc pkg $99.00 total: $164.90

Business Response: I apologize for the poor service that was received. Our representatives should be taking the time to respond to every question and concern to our merchant's satisfaction and I'm sorry to hear that didn't happen this time. I will be happy to issue the full refund that has been requested. A check in the full amount will be sent to the mailing address on file within 10 - 14 business days. 

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/24/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I recently started an online business. In the process of setting up the site, I was referred to MerchantWarehouse.com. I was given a quote of 2.75% per transaction and a $23.75 per month processing fee if total processed transactions were below $25 per month. I explained that we were just putting together the business and would start out slowly to establish business. After the first month, we were billed the $23.75 plus $11 for gateway handling (Another fee we were not told about). Then we got a $99 annual compliance fee on the next invoice and were told this was an annual fee (But again, no notice and we had the same fee on the next two consecutive months) When I called I was sent to a voicemail and we played telephone tag for a couple of days. Finally, they called me and just abruptly told me to confirm cancellation via email. The man would not tell me his name and just told me that he couldn't discuss charges and again told me to just confirm cancellation.

Desired Settlement: I want my charges reversed and my money returned. I have confirmed cancellation of my account

Business Response: I apologize for the issues you've encountered with your account. There does seem to be some disconnect in regards to the fees that were assessed by Merchant Warehouse. I have attached the two statements that you've received thus far from us - for October 2013 and November 2013.

I am happy to refund the $99 compliance service package fee as you are closing out your merchant account. Beyond that, we would not be able to issue any further refunds as the account has been used. If you would like to seek out a refund from ************* for their gateway fees, you may contact them directly at *************

Consumer Response:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #9835419. I understand that by choosing to accept the business response that my complaint will be closed as resolved. Please return the $99 asap as you suggested. I will watch for it in my account.

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/20/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered an analog credit card processor and contract to process cards 11/07 with Merchant Warehouse. I have a small pet grooming business and needed 2 merchants on the terminal. I received the terminal 11/25,called tech support 11/27 because there was no reference guide and I told them when I ordered I had never had experience with card processing. On 11/27 I told the tech person I needed him to walk me through each procedure. He did 3 functions with me and said we we set to go. On 12/02 was launch day for my business to accept cards. The card was set up for 1 merchant. Called tech support, they said they would change things and we wait hours for it to initialize, then the phone number on the receipt was our personal phone numbers. Called again. After waiting hours again it listed my home phone number on the receipt and funds went to the opposite account. In 6 days we have spent 12 hours on the phone or waiting for the terminal to initialize, talked to 11 technical support people . The sales person who wrote up my contract wants me to talk to Customer Service. I told CS I wanted a supervisor to look over all that has transpired in this past week. They need to know the run-around a brand new to the system customer is experiencing and make some changes. The nightmare this has put us through with not being able to use it, no receipt for the customer or an improperly printed receipt is unbelievable to me. It is such a small business and simple terminal, how can they operate this way?

Desired Settlement: I would like this terminal, which I bought, to be programmed with my business information which Merchant Warehouse has and has had since day one. I want them to insure it is correct and runs properly for us and for our customers. I want all charges up to now erased and we start fresh when the terminal is programmed correctly and all technical support should have access to notes and contacts the customer has made. I was informed the weekend tech support knows nothing except the customers name, and business name. They don't even know what type of equipment we have. How can they assist us with no information? They advertise 365 days 24/7 tech support, but we were left out to dry over this past weekend. Let's get this job finished like it should be, up and running.

Business Response: I'm sorry to hear to about the trouble you had with the programming issues with your terminal. I'm happy to issue a $100 courtesy credit to you for the trouble's you've experienced. That will go into the bank account on file within 14 business days. It does appear as if the issue has been rectified as I see transactions correctly coming through on the account now.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint . I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/14/2013 Advertising/Sales Issues | Complaint Details Unavailable
12/3/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This is the second time we have had to file a complaint against this company for a service we never used. We never used the service due to hidden charges that we were not told about. After canceling the servive they charged us additional charges against our checking account. We had those fees sent back and were told they would leave us alone. Now they have charged out checking account again after we again called and complained to ****** about this. She told us these again fees would be sent back and a email confirmation of the call and actions would be forthcoming. This did not happen and they are keeping more money that was take unauthorized from our account.

Desired Settlement: We want the second charge of 32.95 sent in a check back to us with a fee of 100.00 for taking money out of our account twice to be returned to us by check. A total of 132.95. We are actually being nice by not filing a complaint for fraudulent actions with the federal trade commision.

Business Response: The fees for September 2013 have been refunded via check #****. This was mailed on 10/23/13 so you should receive that this week.

In regards to any overdraft fees, we would not be able to refund anything without seeing a bank statement showing the charges and then we can look into it. While I do understand that the first month's fees that were debited may have come as a surprise, our cancellation website (on which you completed your cancellation request) is very clear in explaining that our merchants will be responsible for that month's charge when they cancel, so I would like to have some more information as to why the fee was not anticipated.


Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

We never mentioned an overdraft. We stated a fee of 100.00 for having to file with the BBB a second time.

Business Response: I apologize for any confusion - there is no fee for consumers to file a complaint with the BBB, so I am unclear on why an additional $100 would be required to rectify this issue.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

This 100.00 fee is for my service to recover the funds taken out of Ms.  checking account wrongfully for the second time. I do not wish any further communication except for the total amount of 132.95 to be sent to Ms. ***** at this time. Any further action on our part will be to a Federal agency.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

11/20/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Several months ago I tried to cancel our service w/ MW since we had switched to another provider. Each time I called to cancel, I was directed to the "cancellations department", which claimed to be open 8-5 M-F, but no one ever answered. I got their voicemail, and told them to call my cell (not the listed phone number) ASAP so I could cancel. They never did. Meanwhile, I just found out that they have been charging us minimum monthly service fees (around $25 or so) for remaining "customers" with them, despite the fact that we no longer wish to remain customers, and they have made it nearly impossible to cancel. Disastrously bad business. When I spoke to a customer service representative on the phone today regarding the matter, it was appalling to be treated with dismissiveness rather than a genuine desire to help.

Desired Settlement: I'd like to be credited for all charges made on our account since my initial request to cancel.

Business Response: I apologize for the trouble you've had cancelling. This should be an easy process and I'm sorry to see that it wasn't. I'm happy to refund the August, September, and October charges. You've been charged $22.95 per month, so the total amount refunded back to your bank account on file will be $68.85. You can expect to see this within 7 business days.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

11/12/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am trying to end services with this company, and I was told that I had to fill out a form from the cancellation department and they will not call me back or email me the form. They gave me until November 2, 2013 to fill out the form; otherwise, we will be bill for another month including a pci comliance fee. They won't call me back and I have been unsuccessful at getting a person in their cancellation department. Fees are also much higher than what was quoted and extra fees have been charged, taken directly out of our bank account. When I went to change, companies, they wouldn't give me the correct password to change the credit card machine to the new company. I am very dissatisfied. I am still trying to stop services with them.

Desired Settlement: I would like to cancel their services and not get charged for November, which, if I cannot contact them, I don't feel that we are liable for those fees.

Business Response: I apologize for the disconnect. I do see that **** in our cancellation department left a voicemail on 11/1 for you. I have sent the cancellation link to the email address on file. Please complete this link as soon as possible and I will honor this as an October month end cancellation - meaning you will not have a further charge from us, including the CSP fee that will come out on the November statement.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #*******. I understand that by choosing to accept the business response that my complaint will be closed as resolved. As long as we don't have any more charges from Merchant Warehouse, I agree that the complaint is resolved.

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/25/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Upon setting up a account with Merchant Warehouse the sales person indicated we would need to purchase a credit card processing machine. Upon receiving and attempting to setup machine it would not work. Upon attempting to contact are salesperson or anyone regarding the issue(20 phone calls) found out that it would not work with the credit card service authorize.net(that they setup us with). We then cancelled the service because of the poor and misleading customer service. We then returned the credit card machine. They advised us that they did not receive it and they would not refund us(note this was over a month ago) for something that never worked. No charges where ever used on the accountant. Know I am out on what i paid for the machine and the machine itself. This needs to be investigated. After reading further into reviews this seems to be a very common issue with them.(yelp.com)(Word for word same issues we had)

Desired Settlement: A refund for the credit card machine that never worked and was returned

Business Response: We're more than happy to work with the merchant to provide resolution to this matter, but two of our representatives (***** and ****) have requested the tracking information for the shipment of the card reader back to us and that has not yet been provided. We do not have a record of the reader being delivered back to us, so without the tracking information we are unable to move forward. If the merchant can provide that, we will certainly issue a credit.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Hello,  I was contacted 10/16/2013 @4:19pm (central) by **** ***** (number 800-941-6657 ext ****) from merchant warehouse stating they where going to take care of the problem as they did not want to have a issue over 135 dollars. So I don't know if this is more poor customer service or just delay between people at the business. But he said he would credit my account. So please talk to him. I have not received the credit yet and will keep open until resolved.  

Business Response: I apologize for the disconnect - that had not been communicated to our team until after we had received and responded to this complaint. I can confirm that the refund has been placed back on the card on file as of 10/18/13. Please allow up to one billing cycle for it to appear back onto the card.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

10/18/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We have never used this service, we were in the process of signing up to use it. The service requires a credit card reader which we were going to buy from them in the next week. They charged a payment of 32.95 plus a charge of 29.00 before we were using the service. The 32.95 was refunded but the 29.00 they kept. When the company rep told us the cost of the service we were only told on the phone about the 7.95 fee. Never did the rep tell us about a monthly 25.00 fee or a 29.00 some other kind of fee. We trusted the company since they were on vistaprints website but that was our mistake.

Desired Settlement: 29.00

Business Response: I completely understand this merchant's frustration and I'm sorry that our representative did not refund all of the fees on the account. I have entered in a $29 refund check request for you; you can expect to receive this within 10 - 14 business days.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/16/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We had done business with Merchant Warehouse for years when they said our Federal ID number no longer matched our business name. We spoke with them and they agreed it was fine and the IRS told them it was correct. They accepted that but in a few weeks this started all over and over many times. I just decided this was to the point of harassment. I then discovered they were charging me $ 50 per month because the ID number did not match. It wasnt until the third month of this charge did I discover it. I made contact with them and again told them the number was correct. They will not refund this error they made for the three months @ $ 50 or a total of $ 150 We discontinued business because of this harassment and are now using our own local bank as our credit card service effective June 30th. Our local bank is using our Fed. ID number and is having NO problem with this. We are continually being billed by Merchant Warehouse for $ 7.95 per month and had to have our bank put a stop payment on this. Now they have billed us $ 32.95 which is the $ 7.95 charge with an additional charge of $ 25.00 for reject fee.

Desired Settlement: At this point I do not care about the $ 150 charged me fraudulently. I just want this Merchant Warehouse to leave us alone. We have done NO business with them since June 30th. They will not accept our cease association via telephone, written notice or email. My next step will be the Attorney General if this nonsense does not stop.

Business Response: I apologize for any confusion - you are correct in that once your account information status went to "valid", you should have received a refund. I have issued a $150 refund check to you and you can expect to see that in 10 - 14 business days.

Consumer Response: Merchant Warehouse must stop billing me monthly for $ 7.95 as we have not done business with them since June 30, 2013.

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.  I understand that by choosing to accept the business response that my complaint will be closed as resolved.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

10/6/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Over 1 year of using Merchant Warehouse: 1. Double Bill our Monthly fees Aug 2013. Took 4 days to get credited back. Took straight our of acct. 2. Service down several times. Server is to small Month Sept 2013. 3. Over charged Credit card fees just last August 2013. 4 .Website unable to access. Told several times will have tech support take care of it. With no response. Still unable to use. So you can't check on your acct. 5. Batch or deposit delays weekly. Sometimes will take 3 days to receive funds. Quite often. 6. If you have a fraud credit card. They delay notifications and can cost you more fraud usage. If you don't know and they can still use card. You loose all funds In this day and age. Stolen credit cards are a big business. And you have to rely on you merchant account to notify you. The show approve sale. But really they only verify the funds available. Just happen Sept 2013.

Business Response: I'm sorry to hear about the trouble you've experienced with your merchant account. It is correct that our processing company, First Data, double-charged all merchants for their July 2013 fees (debited on August 5, 2013); they also deposited a credit back into all merchant's accounts the following day (August 6, 2013).

In regards to cards being used fraudulently or customers filing chargebacks, there's unfortunately not many things we can do on our side. If you believe a card is being used fraudulently, you have the option of calling in to our client services group for assistance or contacting our voice authorization line which has an option called "Code 10" to help you determine if the card has been stolen or has been reported as lost or missing. We are not liable for transactions that have customer disputes on them. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/30/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Customer service at Merchant Warehouse does not exist and it is exremely frustrating to deal with this business. Merchant Warehouse is fradulent and charges client without explaning what they are for. They have charged me for so-called "Compliance service package fee" since 4/2010 (for $79), 4/2011 ($99.00), 4/2012 ($29), 7/2012($29), & 10/2012 ($29). They also charged me for "Network access fee #1" in the amount of $3.50 per month every month since 5/2012. Now I see "Network access fee #2 in the amount of $7.00 charged for 4/2013 and 5/2013. Merchant Warehouse is the credit processing company. Why should I pay for the network access fee? Not only that, Merchant Warehouse shortchanged me on a tranaction on 5/29/13 and credited my account for $44.53 out of the total transaction amount of $80.00. When I spoke to a rep named ***** on 6/4/13, she asked me to fax the statement reflecting the charges and the transaction report for 5/29/13. I did that, but no response. I called and spoke to 2 different reps on 2 separate days and left all my contact info. No calls, no e-mail, no nothing. They think the customer complaints will go away if they ignore them and if I got shortchanged because of their error, it's my luck. Wrong. I want my refund of $318 (fradulent charges) + $35.47 (short changed on transaction from 5/29/13).

Business Response:

We notify all of our merchants of the compliance fees that are assessed each year on their merchant account statement. We have a message entered onto the statement notifying the merchant of when the charge will come out, what steps they need to take (become PCI compliant), and how to contact us to do so. Up through the end of 2011, this fee was assessed annually. Beginning in 2012, we moved to a quarterly fee structure in light of suggestions from our merchants that the cost was easier to absorb when it was charged in smaller amounts. The Network access fees are pass through fees that come from the Associations (Visa/Mastercard) and our merchants are likewise notified as appropriate by a statement message about these fees as well. 

For the discrepancy in the batch where $530.01 in sales were run and $450.01 in refunds were run, the deposit of $44.53 is correct. There was a total of $80 in sales that left in the batch after the refund was taken care of, but the discount rate of that batch was $35.47; we debit our fees from batches prior to depositing. This is reflected on your May 2013 statement.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I know the discount rate is deducted from the total amount of transaction batch each day before my account is credited.  Ouf of the $80, Merchant Warehouse took $35.47 and gave me $44.53, which would equal 44.3% of discount rate as opposed to 1.78 to 3.8%.  Does this make sense? Do they expect me to accept such a ludicrous explanation for fradulent business conduct? As for the so called "fixed ACQ Network fee # 1 & #2, Merchant Warehouse never sent me anything to notify of such charge nor did they provide any information as to what the charges are for.  They leave it to the customers and burden is on the customers to do their own research and find out before even attempting to dispute the deceptive charges they like to tag on as they please. The "administrative fee" as they started out calling and charging customers since 2010, again,

1.  I received no explanation as to what the charge was for.  All they said was that the fee will be deducted from my account, which they did.  Later I found out that it was for PCI security compliance training and validation. 
2.  Why do I have to spend my time going through the PCI validation program on the internet and get certified to remain compliant and pay Merchant Warehouse?
3.  Why was I not given an option to look for compliance training and validation program that are offered free of charge?  I did not have to get charged from them.  Some credit card processing companies don't even charge  such fee for their customers. 

Merchant Warehouse needs to stop the unscrupulos business conduct.

Business Response: I apologize for the lack of detail in my original response. The batch in question had a total amount of sales of 530.01; the sale for $450.01 went to the non-qualified rate of 3.77% and the sale of $80 went to the qualified rate of 1.78%. The batch also had a return that was run for $450.01, and that return was also assessed the non-qualified rate of 3.77%.  $450.01 x 3.77% = 16.97 $450.01 x 3.77% = 16.97 $80 x 1.78% = $1.42 Total charges = $35.36 There is a balance of 11 cents that is unaccounted for that I could sent as a refund via check if the merchant would like.  The Fixed Acquirer Network Fee was first disclosed to our merchants on their March 2012 statement. The message was as follows: Effective April 2012, following card association price changes, our merchant customers may see some changes in surcharge qualification categories along with a new acceptance and licensing fee that will be applied to your total MasterCard monthly sales volume and assessed with your MasterCard Assessment fees. A new transaction integrity processing fee on Visa offline, signature debit transactions that fail to meet processing and transaction standards defined by Visa will be also be assessed and will appear as separate line items in the section of your merchant statement for such transactions.  Following Visa’s introduction of a new Fixed Acquirer Network fee, you will begin being assessed, and your merchant statement will reflect in a separate line item, a new monthly fee based on the number of merchant locations by taxpayer ID and/or total Visa-branded volume processed by taxpayer ID.  Finally, you may see an increase to the Discover Assessment fee. Since this message was passed to merchants in 2012, when the structure of this fee changed in 2013, we were not required to pass that information along to our merchants. I can understand why this would cause some concern for the merchant and will certainly pass that information along to our management team.  In regards to the administrative service fee, the very first statement message that was sent out about this on the February 2010 statement explained why the fee was being assessed, what merchants had to do to become compliant, and how they could opt out if they chose another provider for compliance: THE PAYMENT CARD INDUSTRY DATA SECURITY STANDARDS (PCI DSS) WERE ESTABLISHED TO HELP ENSURE BUSINESSES HANDLE SENSITIVE CARDHOLDER INFORMATION SAFELY AND SECURELY.  MERCHANTS ARE REQUIRED TO BE UP TO DATE ON DATA SECURITY STANDARDS.  ONE STEP IN THE VALIDATION OF YOUR COMPLIANCE WITH THE PCI DSS IS  THE COMPLETION OF A SELF ASSESSMENT QUESTIONNAIRE (SAQ).  IF YOU PROCESS TRANSACTIONS OVER THE INTERNET, YOU MAY ALSO BE REQUIRED TO COMPLETE NETWORK SCANS. For assistance in enrolling or for help becoming PCI compliant, please call customer service 800-941-6557. You can also find more information at WWW.MERCHANTWAREHOUSE.COM/PCI   THE PCI SECURITY STANDARDS COUNCIL HAS RELEASED FOUR NEW BUSINESS SPECIFIC PCI DSS SAQ'S (VERSION 1.2) THAT WERE EFFECTIVE OCTOBER 1, 2008. YOU ARE ENCOURAGED TO VISIT   WWW.PCISECURITYSTANDARDS.ORG          AN ADMINISTRATIVE SERVICE FEE OF$79.00 WILL APPEAR ON YOUR APRIL MONTH END STATEMENT. THIS FEE WILL BE DEBITED FROM YOUR DESIGNATED SETTLEMENT/DIRECTDEPOSIT ACCOUNT ON  MAY 1.  PAYMENT OF THE FEE DOES NOT GUARANTEE COMPLIANCE IN THE EVENT OF A COMPROMISE.  YOU MAY ELECT TO NOT PARTICIPATE IN THE PROGRAM IF YOU HAVE ALREADY WORKED WITH ANOTHER ASSESSOR BY PROVIDING YOUR COMPLETED ASSESSMENT RESULTS TO MERCHANT WAREHOUSE.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

It infuriates me that I have to spend more time spelling out in details exactly what Merchant Warehouse (MW) is doing to deceive their clients.  1.  The initial transaction for $450.01 was an entry error, which was reversed within minutes of realization of such error.  Both initial charge and return were done with the customer present and the card was swiped both times.  Where does MW get off charging non-qualified rate of 3.77% instead of the card-present qualified rate? 2.  The details on Fixed Acquirer Network Fee was never disclosed to me before.  I had to do my own research to find out what it is.  MW does not believe in customer service clarifying the unforeseen charges.  Obviously because they are deceptive.  Fixed Acquirer Network Fee is charged based on merchant category;  50% or more of Visa credit card transactions processed with card present Vs. 50% or more processed with card not present.  It is either or, NOT both.  My business clearly falls under the former with card present for 75 - 80% of all transactions. MW has been charging me both for card-present AND card-not-present.  3.  As for PCI compliance fee, I am a level IV merchant.  100% of the transactions are processed throught a secured fax line using a stand alone dial-up terminal.  I do not process transactions online, use a connection to the internet to transmit data, or store any card holder data electronically.  I could have been "self-policing" to maintain PCI compliance.  I did not have to pay for quarterly scanning and validation that MW knowingly and surreptitiously been charging me by taking out the fee out of my account without explanation in advance.  They claim that they sent their customers notification for such charge and advised the customers to call their customer service or visit their website for more info.  What good would that have done for me?  I would only get biased info from their "self-serving" customer service or website, which are there to justify their shady charges. 

I want to thank BBB for all of their time and effort.  Despite such, I am not getting my messages across thru the help of BBB and will have to resolve the issues / complaints elsewhere.  

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

9/30/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: IN March of 2013 I spoke with ****** ***** at Merchant Warehouse and was told He could save me lots of money on my credit card machine. He did send me figures and they looked better than what I was paying. He then told me I would need a new machine as mine was outdated and would not work with the new regulations. After many conversations, I told him we would change companies, but could not do it till Aug.1, 2013 as I had a lease on my machine and it ran out the end of July. He said OK, but to go ahead and purchase the new machine as they were on special. So we did and it arrived. I called to tell him we received the machine and he connected me with support to check out the machine to make sure all was working. That is the only time the machine was ever used. Now I am still with my old company and using their machine, but Merchant Warehouse starts billing me for their services. It is now May, 2013. So I call ****** back and ask what is going on because I didn't want their services until August. He said as soon as I purchased the machine I was with them. This was not our agreement, so he said to call and cancel, then call back the end of July and reinstate. Come the end of July I call him back, but he is no longer with the company. Oh, I was also billed more then he said I would be billed. He told me the service charge would be $4.95 per month, but i was charged $7.95. I have the bill. Now in the meantime, I find out that the machine I purchased from Merchant Warehouse is a older machine not a newer one as I was told, and that most companies quit selling them in 2007. I was totally lied to by the salesman ****** *****. I called Merchant Warehouse and wanted to return the machine for a full refund but they refuse even tho their salesman lied about the whole thing. I have an outdated machine that was sold to me as the newest thing. I would have never bought the machine had the salesman been up front with me. I would have not went with merchant warehouse had I been told the truth. They will not work with me at all. Said that I had to return the machine with-in 30 days. Even tho their salesman told me to purchase the machine right away. they don't care. Even tho their salesman lied to get me to go with them, they do not care. Not a very good way to do business. Even tho they sold me an outdated machine, they don't care.

Desired Settlement: I want a full refund on the machine. $100.00

Business Response: I'm sorry to hear about this merchant's experience. While I can't change that our return policy is such that we don't accept terminals back past 30 days, I can say with certainty that the ******** ** **** is a widely sold and used terminal, and can be used with most credit card processors.

I can also suggest that the terminal can be sold on eBay or Craigslist, as many merchants have done when they no longer have need for a terminal.  I've also attached the schedule of fees from the merchant's application, showing the $7.95 fee that was signed off on as a monthly service fee.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

We are not accepting Merchants Warehouse response because their salesman lied to us on everything he said.  If Merchant Warehouse says we can sell this equiptment on E-bay, they need to refund our money and they sell it on E-bay.  We were told by their salesman that our machine was outdated and that their machine was the latest and best.  All lies.  Why is that salesman no longer with them???

Business Response: I apologize, but we are unable to accept equipment that's past 30 days of its delivery date. That information is on our website and is also in the box in which the terminal is delivered. We simply offered the option of selling the terminal on eBay or Craigslist as a way for the merchant to recoup their money. The terminal can also most likely be used with the merchant's new processor.

We do not disclose personal information regarding our employees or their tenure at Merchant Warehouse.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

As I stated in my original complaint, I was totally lied to by the salesman.  I think any good business would want to make it right for me.  Also I have been charged for the last 2 months on my bank account a fee of $4.95, by this company after cancelling with them.  I was finally told they would send me a refund in a check with in 14 business days.  I also told them if they ever get in my bank account again, I will sue them.  It seems that nothing you do with this company turns out to be what they say.  Any company that does business this way should close.  They could easily refund my money on this machine if they wanted to.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

9/30/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was looking for a company to process credit cards for me. My sales rep with merchant warehouse was ***** *******. He told me the fee was 7.95/month and 6.48/300 charged. I did not receive a statement until after they had taken the money from my checking account.- they had taken 13.68/300 with the undisclosed extra fees.. The next month, I had no charges, the charged my account 32.95, instead of the 7.95 that Mr ******* had quoted me. There was only 20.00 in the account, the bank returned it, chargeing me 29.00. They can't refund this fee, even though it was a fraudulant charge. I was also told that (and it was advertised online), that funds would be deposited in 24-48 hours. That didn't happen, and when I contacted the company after 48 hrs, they told me that it normally takes 3-4 days- another misrepresentation!

Desired Settlement: I was overcharged $36.03 due to deceptive sales practices, and $29.00 due to the same. I request an immediate refund of $65.03, and a promise that Merchant Warehouse will not attempt to collect other fees- I already have another company to process payments for me.

Business Response: I have attached the merchant's contract, which shows the $25 fee listed as "Min. Monthly Discount Fee"; this contract is signed by Mr. *********. We will unfortunately not be able to refund any fees assessed by your bank as a result of a charge that was agreed upon in the merchant application. 

We also have not yet received a cancellation request - I have sent our cancellation email to the merchant. It is being sent to ***********@hotmail.com; to close the account, you must click on the link that appears in that email and complete a short cancellation survey. The account will not be closed until this step is completed, as we need an electronic record of the account closure in our system. 





















































































































































































Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

This company uses deceptive practices they are theieves. The salesman represent one thing, then say another. They have never attempted a $25 fee. They tried to steal 32.95. Since this complaint, they have stolen amounts of $24.95, and 32.95.  This is nothing but theft. they now owe me an additional $57.90.  I did tell them on the phone that I would not be doing business with them- THAT is a cancellation. They have never sent me any emails since this at all.  If this is not resolved soon, there will be legal action, including criminal and civil. if all of my money is not refunded by July 25, 2013, I will be reporting this to the Iowa attourney Generals office!

Business Response: I apologize for any confusion in my previous response. The $25 monthly minimum that I referenced is what was added to the $7.95 monthly service fee to come up with the $32.95 that was debited the first week of July. I don't have a record of an additional debit being made that's not in the amount of $32.95 (the original attempt to debit came back to us due to non-sufficient funds in the bank and was again attempted to be debited in mid-July). 

In regards to the account closure, we do need to have the cancellation link that was sent out completed. I am again resending it; it is coming from a no-reply@merchantwarehouse.com email address. This MUST be completed in order to close the account. The email it has been sent to is ***********@hotmail.com. I would suggest checking your spam or junk mail as oftentimes no reply emails are sent to those folders under the incorrect assumption that it is junk mail.



























































































Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint. 

The quote from the salesman was not the same as the charges, I notice merchant warehouse has said nothing about charging almost double the fee quoted to me for the processing. There was enough money left in the account to cover the $7.95 fee quoted to me by the salesman. Merchant warehouse does not stand behind the statements and quote made by their salesmen . This is nothing but a bait and switch. I don't see how you can have any rating besides an F with the BBB

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

9/22/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On or around 8/23/2013 i contacted Merchant Warehouse about Visa card processing for my business, i spoke with ******** *******. I agreed to provide my information but told him multiple times i would be away until Oct 1 2013 and i did not want this to go into effect until i returned so i would not incur charges for something i would not be using. He said no problem this would be on hold and this is just to get the ball rolling so i could use it once i get back. He assured me there would be no charges taken from my bank until i actually start using this service, I agreed. On 9/5/2013 i checked my bank account online and see they took $61.95 in fees putting my account in the minus, $25 in additional bank fees have been charged to my account. ******** ******* assured me this could be canceled without any cost to me if i chose not to use the service when i returned when i told him i was unsure if i wanted to go ahead with using Merchant Warehouse.

Desired Settlement: Cancel this account and return my $61.95 plus $25 in fees and charges i incurred from my bank for a total of $82.35.

Business Response: I am sorry to hear about your experience. You are right in that you should not have had the application processed until you were ready to use this account. I will get it closed so that you are assessed no further fees and will issue the full refund that you have requested. Please bear in mind that while this is an unfortunate hiccup during the set up process, we would love to have the opportunity for you to use our services and would encourage you to consider coming back to us when you are ready to process. Provided you are ready to process within the next 120 days, reactivating your account will be as simple as filling out a one page form. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/1/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We are a not for profit organization, ****. Several times a year, our organization hosts fund raising events for the benefit of underprivileged and at-risk children and women. The fundraising event at issue was held on May 8, 2012. For the event, we hired the services of Merchant Warehouse.com, a credit card processing company. For a monthly fee, they provide the necessary equipment to allow for credit card purchases to be processed at the various fundraising events held throughout the New York tri-state area. On this date, we used the Merchant Warehouse.com's provided machines to process credit card payments, however, we later discovered through an internal financial review, that these credit purchases were never processed. This failure resulted in our charity being charged $40,000.00 - an improper charge and one we can't afford! Merchant Warehouse.com has been consulted in this matter and refuses to acknowledge any failure or wrong doing on their part and will not even offer to recharge the credit cards and have the money rightfully transferred to our account. We are in a very weak position because we operate on such a tiny budget and need every dollar to be used wisely and cannot afford the $40,000.00 charge or any litigation to get the money returned to us.h

Desired Settlement: Merchant Warehouse.com should complete their obligation to us and rightfully transfer the credit card charges that were made using their machines. We have been damaged with a $40,000.00 credit card charge to our account and need the charges from May 8, 2012 to be properly transferred to our account.

Business Response: In reviewing the account notes for this merchant, it appears that the research team has concluded that something happened at the terminal level with these transactions. The cards were authorized, but not charged, and the batch was either cleared or never closed resulting in the merchant not receiving payment. We have provided the card numbers that we are able to retrieve, and have advised the merchant that it is possible to recharge the cards, but there is a high probability of people filing chargebacks as some of these transactions are over a year old. There's unfortunately nothing else we are able to do to assist in this matter. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/25/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: on 6/5/13 while trying to get a quote from merchant warehouse for credit card processing I was told I would have to get " pre approved" to receive that information. I never authorized the account opening, never received the processing equipment and on 7/2/13 they debited my bank account 47.95 for the month of May. 7/3/13 I was sent a cancelation link which I immediately completed and was told my account would be closed and a refund check. 7/8/13 I inquired about the account and the check and was told by ****** that the account was closed and the check was in process. 7/13/13 I received a letter informing clients of a visa kilobyte fee, 7/15/13 I again called and was assured by **** that the account was closed and the check was in the mail. 7/28/13 I received the refund check. 8/5/13 merchant warehouse debited my bank account not once but twice for the same time period. I was informed by *******(supervisor) that their billing co had billed everyone twice and that their would be a reversal of the one fee and that I would have to call back and request a refund check for the second fee and wait another three weeks to get back money illegally taken from my bank account for a merchant account that was never supposed to be opened and that I was assured three times that it was closed.

Desired Settlement: I would request immediate refund of all monies debited by them via direct deposit I would request either; a letter stating they can no longer access my account or reimbursement of the 30.00 ACH stop payment fee I will have to pay to guarantee they cannot access my account if they care not to provide said letter. I would request the BBB and the PCI-SSC and any other regulatory board for their industry thoroughly investigate merchant warehouses' advertising, billing and business practices. I would like for no one else to have the experience I have had with merchant warehouse

Business Response: I apologize for the disconnect while you were working with our sales representative. I have attached the merchant application, and have circled the part on page 3 that discloses that we will be assessing fees to your bank account based off of the agreement. I do apologize that this wasn't made explicitly clear by the sales representative; we will make sure that that is addressed.

Unfortunately, we are unable to ACH the credit for the July 2013 fees to your bank account - once an account is closed, we are unable to submit ACH refund requests. The check for the $47.95 will be mailed out within the next 3 - 5 business days.


Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.  

Business Response: I do apologize that the merchant is unhappy with our method of resolution, but we are simply unable to ACH the credit back to his account.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/21/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been with merchant warehouse for about 10 years now with perfect credit and a rarely get any chargebacks. The 2 or 3 I have received I won but the last one I received was handled so poor;ly by merchant warehouse that they did not give me a chance to dispute it and 2ndly they let the lady keep the dress she ordered AND they gave her her money back. THAT IS THEFT!!!!! If I lose a charge back it is by law supposed to be that we receive a return of the item then and ONLY THEN does the customer get their money back BUT Merchant warehouse let the customer keep our rare one of a kind antique dress and they gave her all of her money back!!! This is against the law and I will start here. If I do not get help here then I will file a criminal credit card fraud report. They have also caused me to lose a great deal of money with the chargeback that happened a month before. I do not know what has changed but they have. I have done nothing different in my by the book business practices and I deserve to have my dress or the money but NOT BE OUT BOTH! I followed the law by the book and deserve to have my merchant account fight for me on my behalf. Give me back my money.

Desired Settlement: SHE CAN NOT KEEP THE DRESS AND THE MONEY THAT IS THEFT!!!!!! Since this lady has kept this delicate antique dress for a few months now , and she has used it in a photo shoot for her business. I want my money refunded. she has to pay for my products. at the very least I want the ability to prove I sent a perfectly good dress to her which we did! or I want the dress back and you must make sure it is my dress and UNUSED!!!

Business Response: I'm very sorry to hear the situation that occurred with your most recent chargeback. The determinations on chargebacks are not made by Merchant Warehouse, but by the chargeback department at our processing company, First Data, in conjunction with the associations (Visa or Mastercard, depending upon the card type involved in the dispute). You can take the chargeback to arbitration to reopen the case, but I'm unable to make any guarantees that you will receive your product back. The only other suggestion that I can make is to take the customer to small claims court. 

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

This does not help me in any way. I was not even given a phone number where I call to reopen the case. Allowing a person to keep products and giving back their money is illegal. I have contacted wells fargo which is the bank that governs merchant warehouse and they said they are shocked. I will continue to file against both merch warehouse and 1st data until I get my money back.

Business Response: I apologize, the number to take the chargeback to arbitration is the same number that would have been provided when you called about the chargeback. It is ###-###-####.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Merch warehouse is just stonewalling me. They will not open the case even though I never had a chance to reply. I called VISA and they told me that no one can keep an item and get their money back. I have filed an incident report with visa and they are investigating. I am also going onto **** ****** channel 7 news. as well as your ISO bank and my bank of deposit.WELLS FARGO. either give me my money back or make her return my item. That is more than fair!!! You have the poer to fix this but you choose to keep pushing it off on everyone else.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

8/12/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On July 17, 2010 I purchase bookkeeper software that included an opportunity to accept credit cards either wireless or by a free terminal. I printed the advertisement flyer suggesting there would be No Application Fee, No Set-up fee and No Long-term Contract and I could accept payments face-to face, online or by phone, after, been approved I never received any free terminal, and I waited sixty days and called repeatedly to correct the situation, on October 24,2012 I decided to cancel the service.On that very next day I payment attempted to collect $350.00 from my business account for cancellation fees. I have since sent two written letters denying I payment and other companies the right to withdraw any funds from my account electronically. This complaint is founded on the grounds of false advertisement, unfair business practice and unwarranted billing practice and the unwillingness to upheld written request to cancel services and return unauthorized bank fees in the amount $150.00 the three attempts made after cancellation letter was sent out, even as of July 4, 2013 on again I-payment made another unauthorized attempt to withdraw $350.00 from my business account, ignoring my privacy rights, violating fair business practices and refusing to reimburse me for the fees that accord do to the unauthorized attempts.

Desired Settlement: A letter of explanation and refund of $150.00 for bank fee reimbursement.

Business Response: I'm very sorry to hear about the troubles this merchant has had with iPayment. The referenced merchant number did not sign up with Merchant Warehouse, so I am unable to assist in any way. I encourage the merchant to speak to iPayment directly in regards to her concerns. You can reach their customer service department at (***) ******** x *.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/1/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I bought a wireless credit card machine from them and it was fine till it stopped working last September. That was the last time we used it. I should have only had one merchant account and found out after the fact they were charging me for two accounts., In April 2013 they charged two identical charges to my checking account for 131.95 but I didnot use the machine, In May two identical charges 32.95 which one probably would be correct on May 15, 2013 I cancelled the accounts (Both) on the phone at 1:07 pm then in June I get charged two more identical charges for $32.95. I faxed them on 5/22/13 - No Response - Per ******** request she would fix it. Her fax ************ I emailed them prior to that - No Response 6/21/12 12:50 PM No Response On 7/17/13 I chatted with them about my problem the first person disconnected me the second said she would have the manager call me. Guess What no one called. I would like my money back for the overcharges!

Desired Settlement: I want a refund for the overcharges!

Business Response: I apologize for the confusion in having these fees explained. Our billing is done in arrears. The merchant accounts were both closed in mid-May, which meant that both accounts would be responsible for the May month end fees, which would have been debited on or around June 3. 

The reason that there were two fees each month is that the merchant signed up for two merchant accounts with us; one to manually key in transactions and the other to swipe transactions in a retail environment. Neither account had a request for closure until mid-May 2013, at which point we provided the merchant with the means to cancel both accounts. 

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I should never of had two accounts to start with.  I NEVER received a statement for the second account not even one.  Also, I was not using the account so why is there a $131.95 charged twice?  I have already sent out my complaint to all the boston consumer agencies, district attorney etc; and a certified letter to your chairman of the board.  I want the money refunded I have tried to settle this with you and everyone ignored me. It is sad it takes all my time to send out complaint letters certified and contact the BBB to get your attention!!!!.

Business Response: I appreciate there may have been some confusion surrounding the two accounts, but they were both used for quite some time. I do understand that the closure happened several months after you may have stopped using the account, but we are unfortunately unable to track the processing on our 80,000+ accounts each month to see if they are processing and to then check in with them to see if they want to continue use of our service.

The *************** merchant account, which was for transactions that were manually keyed in via our online payment gateway MerchantWARE, was used over the course of the 3 years it was open to run over $10,000 in sales.  The *************** merchant account, which was used for credit cards swiped through the wireless terminal, was used to process just over $3,600 in sales in the 3 years it was open.

The March 2013 statement was higher than normal because the annual fee that we assess each year was charged at a different time than it normally was in the past. This fee covers the cost of PCI compliance and was charged both of the merchant accounts in 2012, and we sent the merchant an email notification of this fee being on the March statement in late February 2013.


Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I do not accept this.. I want at least the one membership or service fee refunded or I will keep fighting this.  If nothing less the time it is going to take you to respond all the complaints that went out certified.You could have resolved this in the first place but your customer service and everyone else I talked to could not have cared less.   - I totally reject your explanations.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

7/31/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 7/2/13, my business had a Credit Card Settlement of $30. On 7/3/13, my business had a Credit Card Settlement of $15. On 7/6/13, my business had a Credit Card Settlement of $15. On 7/16/13, my business had a Credit Card Settlement of $15. As of 07/20/13, I have received total deposits of $9.10, which was deposited to my bank account on 07/18/13. The money is supposed to be in my account the next business day after settlement. I have been contacting customer service since 7/8/13 to find out where my deposits are and they have no idea where my money is and keep saying the research department will have an answer within 2-3 business days. At the end of the 2-3 business days, they tell me, it is still in the research department and will let me know in 2-3 business days. This has occurred four times now with still no resolution. Customer service is lacking and keeps blowing me off until I demanded an escalation of my case and for the revenues to be deposited to my account. Multiple times they said I would just get a call back and an e-mail from someone, but finally received a return call from someone to help me until 07/18/13 at 10:26 PM! The person on the line left a message and said that there is still no resolution. Due to the company not providing my revenues within the next business day, it has resulted in a lack of deposited revenues of $65.90 along with a returned item fee of $40 for having to pay for the product that I sold along with a fee from my vendor of $5.70 for their returned fee.

Desired Settlement: I want the remaining amount of revenues that I earned which have not been deposited into my bank account and the company can not provide an explanation for in the amount $65.90, the returned item of $40 for having to pay for the product sold without the money never being deposited into the account, and the $5.70 fee that my vendor charged me as a result of the returned item for a total amount of $111.60.

Business Response: I apologize that it has taken so long to have a resolution to this issue. I agree that we owe Mr. ***** this money. I have entered a refund into our system for the full amount requested and the merchant can expect to see that in the bank account on file within 10 business days.

Consumer Response: I received the entire amount owed to me in my account today.  Thank you.  It shouldn't have been that hard.  Please improve your customer service, they are flat out rude and ignorant.  I wish I could remember the name of the one person who was completely out of line.  This was the first problem I ever had with your company in four or five years and can't believe I had to take it all the way to the BBB to get a resolution.

A supervisor contacted me yesterday and said there was a problem with collection of fees on my account from February and March of 2010 was the reason my money was held.  Its a lame excuse but I guess it's better than nothing.  My account has been up to date since inception.  The supervisor said that she wished I contacted the company first to let them know what was going on and to contact her going forward.  I only contacted the company 5-6 times with no help or resolution.

All in all, I am just glad this ordeal is over and can concentrate on running my business and receiving my revenues in a timely manner.

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

7/28/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We opened an account on merchant warehouse on or about april 10th, 2013. This was for a web-based gateway ID to process payments on my website www.reelreview.tv. The gateway was never implemented on the website and on 4/11/2013 there was a fraudulent charge for $9,000. The charge must have come from inside merchant warehouse as it was NEVER implemented on our site or activated on our Authorize.NET account. They have since refunded the 9,000 although they have charged me monthly service charges for the account. I cancelled the account on 5/7/13. They charged me 32.95 via direct debit for my credit card account in May, June and now July.

Desired Settlement: Refund all monies and close all of my accounts

Business Response: I apologize for the confusion on this account! The original account was set up and there was possibly an error with programming which resulted in that $9000 charge being run through. When that was discovered, the decision was made to issue a new merchant number and setup new programming under that new account to eliminate this from happening in the future. That was not explained very well (or at all, it would appear) and that is a problem on our side that will be addressed.

To date, under the original merchant account (***************), we have issued two refunds of $115.19 and $32.95. On the second account (***************), we have issued two refunds of $32.95. That is a full refund of all charged fees. Both accounts are now closed and no further charges will be assessed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/26/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Merchant ID: *************** Merchant Name: ****** Interactive Previous BBB Complaint: #******* I am not in receipt of a batches from December 2012 - February 2013 with respect to the above referenced Merchant ID and Name. I have been in contact with Merchant Warehouse's Customer Service team on numerous occasions with no successful resolution to this problem. Each time I call, I have been advised that this would need to be sent to the risk department and researched to await a response. Further, associations and supervisors have advised they would contact me the following business day. To date, I have not received any calls nor any any resolution to the pending batch. Since opening my account with Merchant Warehouse in December 2012, I have received nothing but problems from the account setup to the handling and processing of this account. Even after initial misunderstandings between Merchant Warehouse and I, this account has still experienced numerous of problems. I would not recommend Merchant Warehouse to any colleagues of mind and additionally I will be closing this account. Merchant Warehouse policies and practices are second to last in the industry and provide a difficult time for small businesses to operate. I have since moved my processing to another processor and will be closing this account once this issue has been resolved. On a previous Better Business Bureau complaint, Merchant Warehouse responded that this batch would be released and I would be required to open a new account to offset the misunderstanding in the type of transactions we are processing for Vacation Owners. That complaint was satisfied in March 2012. It is now June and still an outstanding issue.

Desired Settlement: I am demanding that the batches from December 2012 - March 2013 be released immediately.

Business Response: We apologize for the error in not releasing the funds as they should have been. The funds should have been deposited into the bank account on file on or around July 3.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/26/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This company does not honor what they advertise. Additionally, we provided confidential information, including bank account routing numbers, account numbers, credit card information and both personal and business credit details. Since we have submitted this information with their "simple" application process, we have not been able to receive an answer and it has been 3 weeks. When I submit for more information from the account representative, I get auto e-mailer saying out of office. Today is Monday, the 8th day of July 2013. We submitted our application on the 23rd day of July. No results. They initially ask for a simple application to be completed and then they will ask for more information (not a problem if the source can be trusted). They also speak of no application of processing fees, however, in the first and last email, I was shocked to see the application fees and setup fees of $35/each. We completed the application, in addition to providing specific and confidential information related to our business, our suppliers, our sales volume and both personal and business credit information. For all we know, this could be an identity theft matter, since they have more information than I originally approved of and now I am not certain who has this information and what they are doing with it. The application process was not as simple as advertised and they do not have 120,000 merchants according to independent sources. I went with this company because they held an A+ BBB rating, therefore, I trusted them with the personal information as provided. Now I am very worried that my information has been compromised and I will be filing a report with the FTC, Attorney General in their state for this specific matter and our bank. They have cost us an enormous amount of time for an application process that has been both wrongful by their misleading request and posted advertisement. We did not receive an approval for a reason; "unknown" cannot get ahold of the person who was initially dealing with our account. I asked all the questions prior to signing up and to my surprise, I have not receive an answer. It has been 3 full weeks! The amount of time now involved to change our bank account numbers and the 5 inquiries on my credit file is difficult to deal with. Again, I trusted the BBB rating of A+ because I felt this company was legitimate. If this is a legitimate company, why was our application not fulfilled and why so much personal information. This company, their website and the BBB rating are very misleading. I wish we would have known better before I received the damaging inquiries to my credit file and now the time it will take to change our bank account numbers. Very upset!

Desired Settlement: Certified letter stating that they did not intend to mislead our company with the false advertising. And that the credit inquiries will be removed from our file since the application process was not honored. They have NO need to maintain the information they have on file and I will continue to demand the misleading representation by this company be halted and the BBB gives this company a lower score since the score they have on file of A+ is not deserved.

Business Response: I apologize for what appears to be a disconnect in the setup process. We have internal notes listed in our system that the merchant was unable to provide a reseller's license for the brands displayed on the websites provided to us during the application process (www.*********.com and www.*********.net). Without having the license(s) on file, we are unable to approve a business reselling name brand products.

In regards to removing our inquiry from the merchant's credit report, that will not be possible as that is what he agreed upon when requesting a merchant account with us on our application (attached): Client authorizes MW and BANK and their Affiliates (a) to procure information from any consumer reporting agency bearing his/her personal credit worthiness, credit standing, credit capacity, character, general reputation, personal characteristics, or mode of living, and (b) to contact all previous employers, personal references and educational institutions.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/26/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I used Merchant Warehouse for one day to handle my credit card processing for my restaurant. I was unhappy with the processing times and customer service. I canceled my account the following business day July 2012 and requested that all accounts be canceled. Merchant Warehouse continues to charge me a $25.00 monthly minimum bee even though I have been told that I would be credited the $25.00/month for the past 10months. I am seeking a refund of $250.00 which has been charged to my account since July 2012

Desired Settlement: Refund of automatic charges: $250.00

Business Response: The monthly minimum was added to this account effective for the April 2013 billing cycle and the account remained open through the end of the May 2013 billing cycle. While we have no record of a cancellation being made in 2012, I do understand that the account has not been used since June 2012, so I will issue a check in the amount of $50 to this merchant for those fees. That check will arrive within 14 business days.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/19/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: when I made an appl. for services,i told the salesperson I was checking on best rates.i was told to submit an appl.,which I did.i found another co. with better rates and made appl. with them also and was accepted.i called merchant wharehouse back and told them to cancel my appl. as I was going with the other co..we never reprogrammed my machine an they never processed any transactions.the salesperson acknowledged my cancellation when I called back,but yet they debited my acct. for a months service fee of 4.95.are all of these card processers liars and cheats,and disclose only half of what you need to know until you switch over.i want my 4.95 back for no services rendered.if they do this on a regular basis they can make a lot of money for nothing.the only reason I am at this point apex processers lied to get me to change over.its been a mess ever since.

Desired Settlement: return my 4.95

Business Response: We're unfortunately unable to refund the $4.95 as the bank account on file was closed and we were unable to successfully debit the fees. We have, however, waived the balance and the merchant is no longer responsible for paying that fee.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/18/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have a new very small business. I have never processed a single transaction through this company for my business which I signed up for in April 2013 and cancelled in May of 2013. The only purpose for using this company was so that I could process my appointments in a more seem less way through a online scheduling website called Appointment Plus, at their recommendation I reluctantly agreed to sign on with Merchant Warehouse as a no contract, month to month service that I could cancel at anytime. In May 2013, I canceled my account with Appointment Plus as I could not afford the service and promptly call Merchant Warehouse to cancel my service with them as well. I spoke to a representative who stated that he would send a cancellation link so I could cancel the account, that person never sent the link. It wasn't until I got and statement and a draft to my account on 6/03/13 that caused and overdraft that I realized that account was not closed as I had requested. I called and asked why the account was not closed and the person I spoke to, ***** ********** stated that all that showed on their side was that the cancellation link was sent, when I explained that I never received the link to then close the account which resulted in my account being over drafted, he stated that they will not cover the $29 overdraft charge but that they would send a paper check in the amount of $20.00 for the unauthorized charges, which I then received 10 business days later and at my request, ***** ********** sent and email confirmation dated 6/07/13 confirming that the account was in fact closed as of that date . At that point, I thought the matter was resolved. However, I received another statement from Merchant Warehouse dated 6/30/13 for Summary of Miscellaneous fees in the total amount of $20.00, and I checked my bank account online and saw that on 7/02/13 Merchant Warehouse drafted my account for $20.00 after they confirmed the account is closed on 6/07/13. I have made two phone calls to ***** ********** at 800-941-6557 ext. **** and left a detailed message with him regarding this matter and I have not received any response to resolve this matter in a satisfactory way.

Desired Settlement: I want the unauthorized drafted funds in the amount of $20.00 to be refunded back to my account immediately and I want verification in writing from the company that the account is closed and that as such the company has no authorization to charge and fees on this closed account.

Business Response: We will absolutely issue a refund check of $20 to this merchant; she followed the proper steps in calling in to us in May to close out her account, and I am currently researching why we did not complete that for her. That check will be issued within 10 - 14 business to the address on file. 

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

As I indicated in my initial complaint, I will accept a refund credited back into my bank account which was debited by Merchant Warehouse in the amount of $20.00 on 7/02/13. If they took the funds out of my account, they should be able to issue a credit back into my bank account in a timely manner, opposed to waiting 10-14 business days for a paper check.

Business Response: All refund requests take 10 - 14 business days. Once an account is closed, I do not have the ability to ACH funds into the account, so a check is the only way for the merchant to receive this credit.

Consumer Response: I have reviewed the response submitted by the business and have determined that even though it is not what I asked for, the response does satisfy my issues and/or concerns in reference to complaint.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

7/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am starting a new business and needed the capacity to accept credit card payments. I perused reviews and decide to contact Merchant Warehouse. They were VERY friendly and made a point of their wonderful reviews. I was told there would be a minimum (approx.) $33 charge per month. I put 3 months worth of minimum payments in my acct so I wouldn't have to worry about the automatic withdrawal. I was called by my bank on that acct soon afterwards because I was overdrawn - something the bank knows is most unusual for me. Apparently aside from the minimum monthly there was an additional $100 fee. When I called Merchant Warehouse I was told "that was on page 33" of my agreement. I closed the acct. They refused to refund the $100, but after much pressure from me, agreed to refund 2 months of the minimum payments that I had made. On April 16, 2013, I received an email from a ****** ******** requesting my mailing address to send my refund check of $65.90. I still have not received my refund. Now, in addition to the $65.90 check I am asking you to get a FULL REFUND of $165.90 within 10 business days, which I think is a standard and fair time frame. I never even used the service! They are in the business of making money in every petty little way they can.

Desired Settlement: FULL refund of $165.90 within 10 business days.

Business Response: We will have this check reissued once we confirm that it was not cashed or deposited. We will also be happy to issue a refund of the $99 CSP fee as the account was closed shortly after that fee was assessed and the merchant did not have the opportunity to utilize the program.

Consumer Response: Wow!  You got them to “promise” more than I could get them to do.  But, they failed to even do what they promised me originally.  So thank you for getting what I feel was the fair amount that was due to me.  Now, tell them to send me my check immediately – let them figure out where the other check is ON THEIR TIME, NOT MINE.  They have had my money tied up long enough.   Please give them a deadline of 2 weeks – the check in my hands in 2 weeks, otherwise they can add interest since the day I cancelled.  Grateful to BBB, but it’s a shame that people have to go through all of this to get treated fairly and honestly!

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

7/3/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I never used their services once I signed up in April. When I originally called them in the beginning of May, after I was charged $32.95, I was told they charged the $7.95 I authorized, but an additional $25.00 I did not because I did not make that much in sales. They refunded that amount finally on May 31, 2013. On May 31, 2013, I called again, after several calls during the month in which I could not reach anyone, to cancel. Now they have tried to automatically charged my debit card to my bank account again, twice, causing two $30.00 overdraft fees. I have called them twice asking for refunds on these charges. The first time, they offered to send a check for the $32.95 fee, but not the first $30.00 overdraft fee. Now today, 6/10/2013, there has been a second overdraft fee. So I called them to ask them to cover these fees, and they told me they could not stop the automated, even though my account was cancelled. That the automated would still try to take the money out of my account. I told them that made no sense when the account had been closed and they were refunding my money for May. I demanded they reimburse me the charges and they said there was nothing they could do. This is unacceptable. This is their fault, not mine. I had tried several times throught the month to call and cancel but kept getting hung up on once I reached an agent.

Desired Settlement: I would like to receive a check in the amount of the $60.00 they have cost me in the overdraft fees and an apology from them for the inconvenience and rudeness of their employees I have had to deal with.

Business Response: We are able to issue an ACH credit to the merchant for the May 2013 month-end fees, but will be unable to issue a credit of any overdraft fees as the merchant was made aware of the impending charge when cancelling the account. Our cancellation page very clearly states that all merchants will be responsible for the fees for the month in which they cancel, as does our cancellation email that is sent to the merchant in order to close down the account. 

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I was never told about any of these conditions, as I was never sent an email that they are suggesting. I was told I would be reimbursed the 32.95 by check, which I still have not received. And they still continued to try to hit my checking account for the $32.95 which caused additional bounce fees. So how was I to know this would happen? I was never told to look at any pages or anything. I was never given any guidelines in the beginning when I opened the acccount and that is why I have had such a hard time with these people.

Business Response: I am attaching a copy of the email the merchant would have received with a link to our cancellation page. This email outlines that merchants are responsible for the fees for the month in which they cancel.

As this merchant cancelled on 5/31/13, she would of course have been responsible for the May 2013 fees which were debited the first week of June. I am also attaching a list of her responses that were recorded onto our cancellation page that proves she did click on the link in the email that was sent to her - that is the only way a merchant can reach our cancellation page, as an email is generated from each merchant's account when they cancel and their merchant account number is auto-populated into our cancellation page.What best describes your reason for closing your account today?I am not processing credit cards any longer Why have you stopped processing credit cards?Not enough credit card business How long were you with Merchant Warehouse?2 months   QuestionAnswerCommentWhat best describes your reason for closing your account today?I am not processing credit cards any longer Why have you stopped processing credit cards?Not enough credit card business What best describes your reason for closing your account today?I am not processing credit cards any longer Why have you stopped processing credit cards?Not enough credit card business How long were you with Merchant Warehouse?2 months

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Again, just because I canceled does not mean I accepted them bouncing my account, when they have agreed to return the fees they have charged me. This does not account for the $60.00 in bounce fees they caused, which caused several other items to bounce and caused havoc in my life. When I called them, I was told I had to go through the cancellation link but did not see anything about being responsible about the fee for the month of cancellation. And the person I spoke with on the phone beforehand had already told me they would give the $32.95 back. I did not expect them to try to take it out of my account after telling me they would refund it to me.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

7/3/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On our most recent bill there was a $50 charge for "TIN/TFN Invalid". When I called to inquire about this charge I was told that the company name we entered on our application did not match the IRS's records for the name associated with our Tax Identification Number (TIN). I was also told that there were "several attempts" to notify us about this discrepancy and inform us of the $50 penalty if we did not correct the mistake. We have not received any such correspondence. The resolution option the representative gave me was to go to a third party website (***** ****), download a form, fill out the form, fax it back to them, wait two weeks for processing, then call to request a refund of the $50 that they withdrew from our bank account. Instead I found the application in question and found that our company name was correct and the error was on their end. I called to explain this to them. Originally the representative I spoke to said he saw the correct name listed where is should be but said we still needed to submit the correction form. I disputed this and asked to speak to a supervisor and was put on hold. After a brief hold the original representative returned and said the name is now incorrect. I asked them to fax me the copy of the application with the incorrect company name. It has been four days and I have yet to receive this fax.

Desired Settlement: A refund of the $50 they withdrew from our bank account and a review of their business practices.

Business Response: I apologize that this issue took longer than it should have to be rectified. We do have the updated information in the system and we have issued the credit of $50 to the account.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

To Whom It May Concern:
We are rejecting the business response because they charged the same fee on the next bill.  We will not accept Merchant Warehouse’s response until all money is refunded, and Merchant Warehouse provides us with a letter stating that our TIN matches our  Company Name and we will not be charged this bogus fee again.

PS You should review their business practices. This charge was either a result of incompetence or a way to generate revenue.  

Business Response: *** ****** is correct in that he was assessed this fee on his April 2013 statement. This happened because the account was invalid for a portion of April, so the fee is automatically billed for that month. That fee has been refunded and we have confirmed that the merchant was not assessed this fee on his May 2013 statement.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Despite over 7 hours of working to fix their mistake, we have yet to see a refund for the second time Merchant Warehouse charged us the $50 Invalid TFN/TIN fee.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

7/3/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On 5/1 I cancelled service with the merchant. I was billed on 5/3 for 16.99! I opened a BBB Complaint # ******* stating that they should not have billed me. Their response to the BBB was that I was billed on 5/3 for the previous month. Now I was billed AGAIN on 6/3! This time for $14.95. Again, service was cancelled on 5/1 so there shold be no charges, and according to the last complaint, this was also indicated by the merchant. Yet they still continue to charge, chagre ,charge.......

Desired Settlement: Refund for charges after 5/1

Business Response: Ms ***** is absolutely correct that she was erroneously billed on June 3. I have issued a refund check that will be sent to the address on file for the amount charged. The account was not properly closed and thus charges were passed through. This has now been rectified. I'm very sorry for the disconnect.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

The MW company debited my bank account, and therefore should refund the bank account, not "send a check in the mail". 

Business Response: I apologize that I'm unable to credit the bank account on file. In light of the account not being closed when it should have been, I had to get the account force closed immediately, which means that I can no longer ACH funds into it. A check is the only method through which I can provide this refund.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

You have my bank account numbers.  No reason for you not to refund it.  

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: First, thanks for your time.! Situations foundation is as follows that has resulted in tens of thousands of immediate damages along with business reputation damage and loss of existing and pending customers. On 10/04 and 10/05/2012 I had a large customer whom was a family member of our largest customers of which consist of a family with many different residencies needing my services/products. Thus, I had the largest family member also on a board consisting of other individuals wanting my services of huge solar kits for each of their houses pay for this demonstration kit on 10/04/2013 (I believe). Thereafter I received a call from whom I was told to be my SOLE account handler/manager (I'm more than happy to give information on but am not here per the outlined request below when submitting the form), to inform me he needed to speak with my customer in order to process the ALREADY CAPTURED payment information. He did this but in a very untactful manor offending my customer whom then became skeptical about fraud. He verbally informed me that the payment would be processed as I also captured in a saved document I sent to reassure my client but then wrote me back stating it would not happen until the products were delivered meaning I had to front the monies to buy everything including transportation to get my money of which was impossible. I informed him that I wanted to discontinue services with him, his company and be done with it as I had then needed to get a merchant account through another vendor to complete this order. Thereafter, I was locked out of my account and when doing chat help, talking to a representative then reviewing their email support it all sent me to an area **I NEEDED TO LOG INTO IN ORDER TO GAIN ACCESS which was the problem in the first place. I filled out a survey they sent me saying the same along with still needing help although my yearly plan through them was NOT TO BE RENEWED. I never heard back from a single person regarding it for help nor trying to convince us to stay, along with us NEVER having anything in writing about the auto renewal taking place, etc. As we still have no way to check (STILL DON'T HAVE ACCESS), and our representative has been very disrespectful lying objectively calling himself a supervisor when asking to speak with one, dropping calls, and ultimately leading to us loosing our customers as we have objective and extensive documentation of this being the sole tipping point for them to barely purchase a small system from us then no past customer, themselves, nor anyone from that entire region they are active in have contacted us in any means at all. Now we were notified that the yearly fee was again processed after we extensively communicated this was not to happen and we never utilized the "Virtual Terminal" thereafter showing we were booted, not assisted, nor wanting to engage in any future business until our paid time-frame was to expire. We were not receiving proper notices of any renewal nor billing statements from this company so we were completely blindsided in our business account by their affiliate THEY SOURCE OUT TO which is also a deception of their sales at the time of initial purchase of which is another unethical representation because JUST TODAY we were informed we needed to also contact their outsourced vendor to cancel the services so that's why it was charged. As a consumer we had no idea of all this nor were presented with renewal/cancel process information to be aware of their complex outsourced company structure and are now sitting here with our royalties from ******, ****, and even more being garnished/completely absorbed into the overdraft fees of which keep compounding as a result of this. Further, we did not know what this was all about via our bank so we had to wait because of Merchant Warehouse and/or Authorize.Net's billing methods as they show blank requiring us to have to order paper forms from our bank in order to see what was going on. Thus, I've got documentation of the adverse handling of this by the representative when contacting my client, my client becoming upset then skeptical eventually loosing them + MUCH MORE, including this representative flat lying about his position while also never transfering me to any superior as he likely wanted to sweep this situation under the rug. As a result, we have been over-drafted with $35 every single time all of our other vendors attempt to take funds for stuff as minor as **** shipping costing about $1.50, our ****** Royalties that are used to pay bills being taken from us, and many other damages costing tens of thousands of which does NOT include my extensive time handling and all the lost sales because of not having spent that time advertising, working on ****, ******, our other vendors all during this entire process and situation (Estimated at approximately 1 week of solid work hours if viewing totaled up).

Desired Settlement: PLEASE READ BELOW BUT WE WANT SIMPLY WHAT IS OWED: Reversal of charges for the services we clearly stated were not wanted and we were NEVER corrected/informed of any process we had to do above that, payment of the over-draft fees if we cannot get them to reverse (likely can once this is done), and management confirming that this customer service issue has been addressed in some way such as training as an example to avoid it happening to others given we've lost tens of thousands as we can prove with reports of past to current sales in that region, no further sales or return contact from our previously existing family members of these individuals, and more. I am very reasonable and have been dormant with this awful company practice for some time. Now, however, post all our accumulated damages continuing to compound due to their deception from the sales individual, emails sent out (such as a email stating our merchant ID needed to be changed and when we did the emails stopped but we were hit with a $50 charge that my wife was informed was "a motivational fee" of which is not proper, ethical given we provided the correct ID, nor stated on the notices we reviewed! We were not notified of the process of whom to cancel with, fees that were to incur, nor properly granted desired contact with superiors as seen in a email I have to this representative, (I'm more than happy to give information on but am not here per the outlined request below when submitting the form), or in the survey of which I did out of courtesy when they ASKED ME TO FILL IT OUT. Thus, we must have these bad faith acts in whole or in part being present and against the law corrected via reversing the service charge we stated clearly we did not want along with the overdraft fees resulting from it and the lack of proper ramification documentation not to mention error in THEIR SYSTEMS/PERSONNEL affecting us all along the was and especially with the fee making us very upset wherein my wife was rudely informed "the $50 charge is a motivational fee to input the correct IRS information" which again we did. I am reasonable with the time I've already allowed pass without submission of this when just cause to do so was present but now that were unable to pay other bills, receive our royalties, and are even in collections due to their business practices of which contain ***OBJECTIVE benefit of them breaching per the definition: "The fraudulent deception of another person; the intentional or malicious refusal to perform some duty or contractual obligation. Bad faith is not the same as prior judgment or Negligence. One can make an honest mistake about one's own rights and duties, but when the rights of someone else are intentionally or maliciously infringed upon, such conduct demonstrates bad faith. Bad faith is a term commonly used in the law of contracts and other commercial dealings, such as Commercial Paper, and in Secured Transactions. It is the opposite of Good Faith, the observance of reasonable standards of fair dealings in trade that is required of every merchant." RESOURCE - http://legal-dictionary.thefreedictionary.com/bad+faith

Business Response: I understand that this has been a frustrating situation for the merchant. There are a few things that we can touch on based on the complaints. 

In regards to the transaction that was attempted in October, it was well above the transaction amount we approved when the account was underwritten as well as charging a customer in full for a product that had not yet been delivered. I do understand that the representative that worked with you on this issue did not provide the service that all of our merchants deserve. That person is no longer employed at Merchant Warehouse, and this issue was addressed with him prior to his departure from the company. We appreciate you making us aware of the issue.

In regards to overdraft fees, I'm happy to look into compensation for those if I can review a bank statement associated with those charges. You can upload a bank statement here or fax it to me at ************.

I will also issue a courtesy refund (via check) of the March 2013 fees, as the account was not used after February 2013. That will be for a total of $181.95. The fees for April 2013 were not withdrawn from the bank account on file, but I will make sure our collections department waives that.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/18/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Merchant Warehouse processes our credit card transactions for MC/Visa and AMEX. Somehow our American Express account through Merchant Warehouse got switched to a different account January 31, 2013 -- and our banking deposit information was changed. Therefore all the deposits that should have been in our bank account was deposited to some other bank account not related to my business. None of this was authorized by us. We have contacted this vendor for a couple of months when we realized these deposits have not been made. As of now no resolution. We are told they are researching this -- and we call back a few times a week. Merchant Warehouse is telling us we need to get these funds American Express so we've been getting the run around for a couple of months now. We need this money deposited into our account.

Desired Settlement: We need the money that is due to us needs to be deposited into our account or a check issued minus any customary fees and charges since this money has been withheld since February. I feel on top of this we are due interest. We need this money now and cannot wait another week to "research" this problem.

Business Response: Thanks to Mr ******** for his patience - this issue has now been rectified after he worked with one of the supervisors in our client service department.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I realize this is all you will do to resolve the issue, but I requested you reimburse me for ALL feel and charges related to this issue and of the $636 you only reimbursed for $400. We have spent countless hours for over 3 months to resolve this inhouse. It has cost me way over the $636 that I requested just in employee time. I think I was very fair in my request and was disappointed you didn't accept it.

Business Response: I certainly understand the concern, but the amount that was given as compensation was the only dollar amount we were able to approve. It's unfortunate that we couldn't agree upon a dollar amount and I do hope that in the future everything runs smoothly on the account so that we can move forward with our business relationship.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/18/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In June of 2012 when we were about to open our store I decided to sign up with Merchant Warehouse. Needless to say the problems started from the get go. Originally I asked the rep on the phone if we could have the account setup done within 2 weeks and the response was no problem. I waited and waited up until 4 days before our store opening for business and he emailed me telling me everything was done and he would have someone contact me to walk me through the POS setup. No one contacted me, I actually had to call them a few times before someone in their "tech department" told me there was an issue with my account and I would have to redo all of my paperwork. I contacted the account rep and he confirmed that there was an issue and I would have to do everything again but promised it would be set up in time, well it wasn't and I was forced to go with a local merchant instead. I emailed the rep and told him not to bother processing the second set of paperwork and that I was going with another merchant. He processed them anyway. That is when all of my bigger problems started. Keep in mind I have all email documentation of every stated above. A few days after my business had been open they deducted $100 from my band account and a few days after that another $50 even though they were not processing my payments. I contacted them by phone, received an apology and was told my account would be closed and I would be refunded. That never happened but what did for the next few months was a monthly bill of almost $10 a month and countless hours of me on the phone trying to get an explanation from someone there as to why I was being billed for a service I have never used. Fast forward and I finally got someone to close my account and I was told I would receive a refund... this was in December of 2012 and today is May 1st, 2013. I received an email on March 20th, 2013 from an account rep there telling me that they had sent my refund checks to my business but they were returned. I found this to be hilarious because prior to that they sent me billing statements every month to the exact same address and those found me without issue. I gave them my address again and was told again they would be mailed out. As of today I have not received anything and the rep insists that it was mailed out and that seems to be the only response I can get. I will not stop here as I fully intend to open up a claim with small claims. These guys need to know what they do is dishonest.

Desired Settlement: I want what was taken from me which is $168. I want to be rid of this company once and for all. They owe me $168 which was taken from my business account without my consent. till this day I have not seen a dime of. What I don't want is another phone call telling me a check is in the mail. I want a valid check in my hands.

Business Response: We are awaiting verification to see if these checks have been cashed or deposited. If they have not, we will reissue new checks and I will send them to the merchant via a trackable shipping method. I am unfortunately unable to ACH back into the account.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

What checks? Like I have told Merchant Warehouse I have not received any checks. I have asked that Merchant Warehouse check to see if these so called checks have been cashed and so far I have not received a response because no such checks exist. This is the same song and dance I have been dealing with for almost a year. It should not take more than 2 business days to gather this information and have it verified.  

Business Response: We have confirmed that the check that was sent (check #****) was not cashed or deposited. We are going to reissue the check to the address used in this complaint. It is possible that since we did not include a suite # on the check, it was not properly delivered. We are going to send the check via UPS ground shipping and will provide the merchant the tracking number as soon as the check has been printed and is ready for shipment.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/14/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: i have submitted an application for a new business credit card terminal on April the 3rd. the person was handling my application was giving us the run around for over a month till he finally approved the application on May 3rd. the whole month of April we was using A credit card terminal belongs to the previous business owner there for all the transactions was placed on 99 days hold. after my application was approved i have sent multiple E-mails to the sales Representative to deposit the funds to my bank account and till today i didn't have the funds starts from April 1st till May 8th. in the top of all that they have charged me the service fees for the month of April.

Desired Settlement: i would like all the funds to be deposited to my bank, refund of the service charge for the month of April and a payment for my late fees that i paid for all my bills for the month of April.

Business Response: Mr **** has been working with one of the supervisors in our client services department and has received all of the funding due to him. I apologize for the issue taking longer than it should have, but it does appear to be have been rectified.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/7/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I'm a small business owner that had a merchant account with Merchant Warehouse. Out of the blue they start withholding money in my account and not transferring it to my bank account. After receiving no phone call or explanation as to why this occurred, I called the business myself. They informed me that my phone number was no longer listed on my site and that funds were being withheld (we had actually moved our customer service number to a different part of the site, which we didn't realize would create such an ordeal). After numerous emails, many of which I had to follow up on after no response, going back and forth to become "compliant" I was then told by ******* ******* that my business was bringing in too much money and they would be giving me 10 days to find a different merchant account processor. I was actually being cancelled because my business was too successful! I've never heard of anything so ridiculous! Upon switching to a new processor, I was told my ******* that my funds (26k) would be held for 45 days before being released into my account. I followed up with ******* a few days prior to the 45 day period to make sure the funds would be transferred. I was informed that I had 6 chargebacks in Feb and March - 6 out of close to 1500 orders which is less than a .4% chargeback rate - and that he would see what he could do. He then followed up with me to verify my bank account number, which was incorrect, and I verified the correct account number. After several days of waiting for the transfer I contacted ******* again. He told me there was a "mix up" and the 13k wasn't deposited into the correct account. So, not only was there a "mix up", apparently the full amount was not deposited either. There was no mention by ******* that the full amount wouldn't be deposited. I have never experienced so poor customer service in all my years in business working with vendors.

Desired Settlement: I would like the full 26k deposited into my account immediately and a written apology from ******* ******* for the poor way in which he handled my account.

Business Response: I would encourage the merchant to continue to work directly with ***** in regards to the release of any remaining funds that are held. According to the program guide that was agreed to when the merchant signed up with Merchant Warehouse, we and our processing company reserve the right to hold funds for up to 180 days as a result of excessive chargeback or risk-related issues. I apologize for the inconvenience.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Business Response: I do apologize that Mr. **** is unhappy with the terms that were agreed upon when signing up with us. There is unfortunately nothing that can be done to change that, and the only person at this point that can assist him will be Mr. *******.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

The merchant states they reserve the right to withhold funds due to excessive charge-back or risk-related issues.  Which of those two is true in my case?  6 chargebacks out of close to 1500 orders which is less than a .4% chargeback rate is certainly not excessive and does not create a risk-related issue.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/7/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I cancelled my services on 5/1/13. Instead of cancelling my services, Merchant Warehouse billed me for the month of May the next day!

Desired Settlement: Refund for May of amount $16.99

Business Response: Our billing is done in arrears. The charge that came out of all of our merchant's accounts on 5/2/13 was for services rendered for the month of April 2013. I apologize that this was not explained to you properly. As this is the fee for the month during which the account was open, no refund will be necessary.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

The merchants statements are FALSE.  Upon terminating the contract it is indicated that if the contract is terminated before the 3rd business day of the month there will be no charge for the month.   I cancelled services on 5/1 and should not be billed for services on or after.

Business Response: You are correct in that our website states that cancellations received within the first 2 business days of the month are closed without assessing that month's fees. The fees that were charged on May 2 are for the month prior - April 2013, a month during which your merchant account was open. Our May fees will not be billed until the first week of June, and you will not be assessed those fees.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Merchants comments were not addressed during the cancellation by phone, or by words indciated in the the email to cancel.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

5/28/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: When I signed up with Merchant Services, I was told there was no Annual Fees. On April 2, 2013, Merchant Warehouse debited by bank account for $106.95, only $7.95 was authorized per month. The claim the extra $99 was for an annual compliance fee that I was never made aware. Because of the Merchant Warehouse taken the additional $99, the over drafted my checking account causing a $30 NSF to my bank account. The bank rejected the charge on April 2, 2013, then Merchant Warehouse withdraw the fund on April 8, 2013 and were successfully. I have contacted Merchant Warehouse several times via phone and faxes. Merchant Warehouse refuses to refund me the $99 plus the $30 NSF Fee (Total of $129.00). They claim they can only refund me $50. They have told me it is my problem. When I asked why I was not notified of the annual Compliance Fee, they claim they sent an email. I have never received an email. I asked why I did not receive anything in the mail, and was informed that nothing was sent via USPS. I would have stopped payment on the April 8, 2013 charge of $106.95, however, I would have incurred another $30. I have already incurred enough fees.

Desired Settlement: Refund of $99 plus $30 NSF for a total of $129.00

Business Response: I apologize for the trouble you've experienced with this fee. We did email all of our merchants about this fee between 2/27 and 3/1. The email notification of this fee was sent to ******************@yahoo.com. We have already issued a credit of the $99 charge, and as a one time courtesy I will be happy to issue a refund of the NSF fee. That will be sent via check and you can expect to receive that within 14 business days.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

I received both checks in the mail today.  Thank you for your help.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

5/25/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We ran 2 credit cards on March 31 and found out that we issued a wrong acct. # for transactions to be deposited into. So at Merch. Warehouse request we issued a cancelled check and everything was cleared up and ok. To this date and 9 phone calls later MW has not released funds into our checking acct. Every phone call leads to another 3-5 days for resolution and at the end of the 3-5 days I call back when no funds have been added to our checking acct. The customer cards have been cleared 2 card runs for $667.87 each we have been approved for this acct. and should not have to complete any more steps for this transaction to be cleared up

Desired Settlement: Put actual funds into our business checking acct. as per contract requires $1335.74

Business Response: These transactions were reviewed for risk related reasons as part of normal procedure when transactions are split amongst different cards or are run for higher amounts than the approved volume listed on the merchant application. Our Risk analyst has been in contact with the merchant and it appears that checks will be sent for the amounts due, if that has not already been done. I apologize for the inconvenience as it seems Merchant Warehouse could have done a better job in explaining this to our customer. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/25/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In February 2013 I called to cancel my merchant services. I believe I left a message. I followed up on the voicemail and was told that I would be sent a cancellation link that was a short survey to fill out. I received a link to a survey which I believed to be the cancellation link. On April 2, 2013 i was charges 131.95 causing my account to overdraft. I didn't know what the charge was and it took me some time to figure it out and that is when i noticed that I was still being charged. I received another charge today, 5/2/13 of 32.95 causing my account to overdraft again. After talking to the company and explaining what happened I was told that I could not get a refund because i did not complete the link. I take responsibility in not looking too closely to my account and noticing that I was charged multiple times or confirming that I had the correct link, however I do believe that the company associate should have ensured that the link was sent out correctly and that is why i only request a partial refund.

Desired Settlement: Partial to full refund. At least half of what i've been charged since I requested to cancel, 100.

Business Response: I apologize for the issues in getting the account closed out! While I can't issue a credit of the normal month-end fees, I will absolutely issue a refund check for the $99 Compliance Service Package fee that was assessed on the March month-end statement. That will be issued within 14 business days. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/19/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We are still dealing with merchant warehouse and they have still not deposited the money in our account from January and they are still sending us bills and saying we owe them money when they have never preformed. These guys are very shady and absolute crooks. I will also be placing a compliant with the attorney general today because they really need to be looked into.

Desired Settlement: Refund

Business Response: I apologize for the trouble you've experienced to get your funding sent to you. I have requested that the funding be released to you via check, you can expect that within 10 - 14 business days.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/17/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We cancelled our service in February. Merchant Warehouse confirms receiving our cancelation in the manor we were told to submit it. They have billed us for March and have told us they will bill us for April because they did not handle the paperwork properly.

Desired Settlement: Refund of all money taken out of our checking account and a stop to the April withdrawal to avoid a $25.00 stop payment. The monthly charge is $19.95, but there may be an additional $99.00 charge already in process.

Business Response: When we spoke to *****, one of the contact people on this account, we confirmed that we would refund both the fees for March 2013 as well as the fees for April 2013 after they were assessed. We have a check for $20 that will be sent out for March 2013 fees and a check for $13.95 that will cover the April 2013 fees. We have not been made aware of a $99 charge and we have confirmed with ****** that the only charge the merchant received for April was the aforementioned $13.95. The account is now closed and that charge is the last one that will come through.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/17/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Merchant Warehouse processed an annual fee of $99 in July 2012. This fee is to cover 12 month period until 6/13. They charge another $99 in April 2013 which is good until 3/14. I explained to them that I lost 3 months of the previously paid amount. They said they moved the annual due date from July to April. I explained that if they change the date again next year to Jan they would get another 3 months. What is stopping them from moving up the date 3 months every year? However, I am owed 3 months of service that they didn't provide.

Desired Settlement: They said they sent email notification of the change, however I never received an email. However, I explained to them that email is not 100% deliverable especially sent in a group email and that they should of put it on the invoice that is mailed every month. For past changes it has been noted on the monthly invoice in advance, however this was done by email instead. It still doesn't explain the 3 months of missing service though. I think this is a scam that if they did this on All of there accounts and gain 3 months of service every year it adds up to a lot of money. They should be able to pro rate the amount for the paid 3 months from 4/13-6/13 from the previous year.

Business Response: I apologize that you were given incorrect information about the Compliance Service Package fee. The fee is charged on an annual basis and covers the calendar year, not the twelve months following the charge. PCI Compliance, however, is valid for twelve months following your account becoming compliant. 

This is not something we would typically refund in this manner, but in light of the incorrect information that was given, we will absolutely issue the requested to the merchant. This will be deposited back into the bank account on file within 14 business days. 

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

5/15/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Merchant Warehouse auto debited a charge for PCI Compliance fee for period already covered by previous payment. This complaint has to do with a dispute for an annual PCI Credit Card Fee/Service. On 08/3/2012 The ******* **** ***** paid $142.48 (Bill can be provided) for the annual PCI Fee and therefore should have been covered until end of June 2013. Merchant Warehouse notified the ******* **** ***** of the change on 02/27/2013 informing us that they changed their billing cycle and it would take effect on 02/28/2013, less than 12 hours after notifying us. Merchant Warehouse arbitrarily changed the date of the annual PCI fee Merchant Warehouse unilaterally erasing 4 months of coverage that was paid for on 08/03/2012. In addition, upon receipt of the 02/27/2013 email the ******* Idea Company immediately took action to close our account. It took us two weeks to find a merchant services provider and complete the transition. Merchant Services then auto debited the ******* **** *****s checking account 2 weeks after the account was closed on April 2, 2013 (confirmation of the closure can be provided). In short, not only is Merchant Services trying to double bill me for coverage that has already been paid for, the ******* **** ***** closed the merchant services account before the charge was processed. I have contacted Merchant Warehouse on a number of occassions requesting the credit and they have refused.

Desired Settlement: I would like Merchant Warehouse to refund the ******* **** ***** the PCI Compliance fee.

Business Response: We will certainly issue a refund check of $99 for the Compliance Service Package as use of the merchant account has discontinued. That can be expected within 14 business days. 

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

4/27/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Merchant Warehouse recently charged my company, ********* ********* ******** ***, a fee of $99 in excess to our regular scheduled monthly fee. After contacting Merchant Warehouse, I was told that the fee was universal and annual to ensure "my compliance with credit card policies." The problem with this rationalization is that I specifically asked, during the time I was considering Merchant warehouse as a processor, the salesman (*****) of any additional charges that I should expect and I was told there were none. Furthermore, I did not receive any written or oral communication as to prepare us for this charge. These practices are deceptive and deserve review.

Desired Settlement: 99

Business Response: I understand that Merchant Warehouse had an incorrect email address on file. In light of this, I can absolutely refund the $99 Compliance Service Package fee.

The merchant account is also still currently open. I have resent our cancellation link to the email address used for this complaint; the survey that is located at that link MUST be completed in order to close down the merchant account.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/26/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We have cancelled our merchant account with the business in March 2013. During the cancellation on phone with their representative, we specifically ask a "compliance fee" of $99. This is supposed to be charged in April 2013 for the next twelve months. We were promised by the account representative that if we cancelled the account now (3-15-2013), there would be NO such a fee. However, even we receive the payment, the $99 fee was there. They are charging us for service that we will never receive (since we have cancelled the service).

Desired Settlement: We request a refund for a service that we'll NEVER receive.

Business Response: I apologize for the trouble you've experienced in getting this fee refunded to you. Typically what should have happened here is that the representatives with whom you spoke about this fee should have explained that the fee covers you for the full year of 2013, so at the very least a pro-rated refund should have been given. Since this was not done and it doesn't look like anyone explained this to you properly, I am going to send out a refund check to you for the full $99 fee. This check will be sent to the address we have on file for you and you can expect to receive that within 10 business days in the mail.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/19/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I called 3-27-2013 and cancelled our service. I noticed auto debit on bank statement for 4-2-2013. I called and **** said 32.95 was for March billing statement, of which we are a seasonal business, do not use this service from Dec thru April, and they charged monthly statements even though I found on cancellation day they have seasonal package that was NEVER offered to us. $99 was for annual fee. I cancelled March 27, We were charged annual fee March 2012 when we started doing business with Merchant Warehouse. They will not deduct annual fee.

Desired Settlement: I want to be compensated for seasonal package we were not aware of until cancellation date and credit for $99 annual fee already paid in March 2011 date we started with this company.

Business Response: As the account will not be in use for the remainder of 2013, I can certainly issue a refund of the $99 Compliance Service Package fee. That will be sent via check within 10 - 14 business days.

In regards to the fees that were assessed December - March, those are the monthly fees that were agreed upon during account set up. While we do offer what's called a "seasonal hold", this is not something that is automatically applied to accounts during periods of non-use and is something that must be requested, and consequently approved, to be on the account. The monthly fees assessed during this time cannot be refunded as we have no record of the seasonal hold being requested.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I DO  ACCEPT AND AGREE with the refund of $99 since we cancelled 2013. What I do still dispute is the terms of seasonal. It was never offered when I asked when I called in Sept for general information after my husband died, as we are a boat business and the river is frozen from Dec till at least March, we are a seasonal business, I did ask, and were told we did not have that option.  

Business Response: I apologize for any confusion surrounding the merchant accounts that were open with us. I've attached the call that was made to us in November 2012, wherein at the end of the call the merchant confirmed with our representative this account in question (merchant account number ***************) was the only account to remain active after she completed the cancellation steps for the other three accounts she had with us. There was no mention of seasonal hold and this account was used in December after this call was made to us. We have already processed the $99 refund for this account, but there will not be any further refunds issued.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

4/16/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Canceled my account with Merchant Warehouse ini the first week of March. Called week after to verify that account has been closed and if I owed any fees and the customer service representative said that account has been closed and that there were no fees outstanding. Received a statement on April 09, 2013 that Merchant Warehouse has processed a bank debit for $118.99 that I did not authorize.

Desired Settlement: The refund of the unauthorized debit amount of $118.99

Business Response: I can absolutely issue a refund via check of the $99 Compliance Service Package charge. The remaining fees that were assessed are the normal month-end fees which the merchant would have been responsible for, having had the account open during the month of March (our cancellation website also indicates this).  You can expect to receive the refund check within 10 - 14 business days.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

4/15/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Merchant Warehouse continued to bill me for the March for credit card processing when I had already faxed a cancellation request form. They debited the month of March from my business account without my permission and did not give me a clear explanation for their actions. They were extremely rude and simply gave me the run around. I simply do not want this to happen to anyone else and I have never experienced such an unethical/immoral company. If you could help me resolve this problem or at least try to get to the bottom of this because they are definitely not being upfront. Thanks and please contact me at anytime.

Desired Settlement: They should treat customers with respect and to be honest. They should also refund at least some or all of the money.

Business Response: In reviewing the notes on this account, it is clear that the merchant intended to cancel their account in March. As a result of this, I can certainly refund the $99 CSP fee that was assessed on the March month-end statement, but the merchant will still be responsible for their March month-end fees; all of our merchants are held responsible for the fees for the month in which they cancel. I will also make sure that the account is not assessed fees for the month of April.

You can expect to see the $99 refund check within 14 business days.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

4/15/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Very unhappy with my experience with Merchant Warehouse. My original sales person answering my questions assured me there were no fees with this account. I asked specifically if there were monthly or yearly fees. She said "No fees." My first statement had a monthly minimum fee associated with it. I was unhappy with how much I was being charged for my discount rate. In Feb I processed 1250.00 in credit cards and I was assessed fees of 65.39, a little over 5% as a total. I felt this was excessive and called in early March to see if my fees could be reduced. I was told I had to be a customer for 4 months to get a rate review, however if I had another company give me a better deal they would match it. Really? I have to take time out of my busy day to deal with this and they will jump if someone else gives me a better deal but cannot give me one if I ask? At that time there was no mention of a yearly fee to be assessed in the next month. Had I known, I would have canceled then. Without notice to me, a 99.00 “Compliance Service fee” was taken from my account. This was unplanned for and created havoc in my accounts as my monthly expenses were being paid out. The company states they sent me an email in Feb. All my emails from this company go into a special folder for them. I have no such email. It isn’t in my junk folder, it isn’t in my inbox. I am organized with my communication. It isn’t listed on my last statement. They tell me it is required by VISA MC and it is for the year in advance. At this point I have decided to go back to using Square to process my credit cards, since I feel I can't trust this company any longer. I told them I did not want their service for the next year, I would like the 99.00 refunded since I won’t be using it and then they tell me it is non-refundable. I consider this theft. They also informed me that they will be taking my monthly fee out next month even though I have cancelled. I find this company to have poor communication; they have misled the customer and stolen 99.00 from me. I will never recommend them. If they wish to resolve this they will give me my 99.00 back.

Desired Settlement: I want the 99.00 Compliance Service fee paid in advance refunded that I wil not be using.

Business Response: I apologize that you did not receive the email that was sent during the week of 2/27 - 3/1. As you will no longer be using the account, I can issue a credit of $99 to you that will be sent out via check within the next 10 business days.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

Thank you so much!

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

4/15/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Fees not as described in sales presentation. $99.00 "COMPLIANCE SVC PKG" which customer service described as access to a 3rd party site, waiving of the next 2 $25 chargeback fees (also not represented in sales presentation) and some sort of $10,000 protection policy (also not covered in sales presentation). I was informed by customer service when I disputed the fee that there was nothing I could do and everyone had to pay this fee and that the fee would be charged every year. I informed the rep that if that was the case I would need to cancel my account. Was transfered to "cancellation dept" where the rep went me an email with a link to cancel my account which stated "All merchants that submit cancellation requests on or after the 3rd business day of the month will be responsible for the entire month’s charge and will have the ability to process transactions until month end." I received my statement on the 6th business day of the month and would have been unable to respond in that time frame regardless. I dispute the Compliance SVC PKG FEE as well as the final months fee.

Desired Settlement: Refund of the $99 "COMPLIANCE SVC PKG" Fee and The final months Monthly fees for service not utilized. Advertising should in future disclose ALL applicable fees.

Business Response: We can absolutely refund the $99 compliance service package fee. The last month's fees, however, will not be refunded as even though the merchant did not receive his statement until the 6th day of the month, the charge was debited from his bank account on the 2nd day of the month and we also sent out email notifications of this charge between 2/27 and 3/1.

The $99 fee will be credited back to the bank account on file within 14 business days.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

I will be watching the account closely to insure that A) the promised return of funds occurs and B) no further funds are removed.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

4/4/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I applied for a Merchant account with this company. for my business: ** **** ******** INC. they had requested more information from me & after a friend told me he had a bad experience with this company, I then called and emailed the representative to cancel my application. A few weeks later I had a Direct withdrawl from my bank account. I called the representative told me that she would reimburse me and to fill out a cancellation link to be sent to me. I did fill out a cancellation link and receive a Check. However today there was another Withdrawl from my account. this now is Fraud. I will need to close my bank account so this Stealing bank cannot take more money out of my account Fraudulently. I called and was told nothing can be done. I emailed request for application to be cancelled on Feb 24th 2013 and on Feb 25th 2013 I received an email stating account was approved and that I would receive a link to cancel. Link never came in. I then understood that account application was cancelled.

Desired Settlement: I want a full refund.

Business Response: I apologize for the inconvenience in this fee being charged on a closed account. We have already issued credits for February and March month end fees, and I have now sent out a refund of $99 for the CSP fee that was assessed on the March statement.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

4/2/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for service in October 2012 which I been paying $44.95 for and had some customers process credit card payments in excess of $600 and have not receive a single penny and also I contacted the company numerous times and the people that can help me are usually not available and dont respond to emails. I been paying for a service that I cannot use as the direct result of MerchantWarehouse.com fails to do its job allow my account to receive payments from customers. I would of processed more payments but what good is it if they keep all the money. I would like an apology and credit for the services I paid, any funds held by this company which does not belong to them and establishment of my account. I also would like to see the policies of which company states that Visa & Mastercard does not allow MerchantWarehouse to conduct business with any of their cards with family members. I also would like a credit for interest of payments paid since you been profiting from it. .

Desired Settlement: I am requesting credit for all the months I been paying for service which I cannot receive any payments for and also properly setup my account so it may receive payments and deposit all the money your company held for no legal reason. I expect apology and also compensated asap for my time which I spent a great deal of time contacting merchantwarehouse.com. I also left word with a supervisor which never contacted me which I would like to talk to.

Business Response: I am very sorry about the circumstances under which this account was closed. You are absolutely right in that you shouldn't have to pay for a service that is being closed against your wishes. I have entered in a refund for the requested dollar amount and you can expect to receive that via check to the business address provided within 14 business days.

Consumer Response: Hello, 
you always ach my acct quickly and 14 business days is unacceptable and you must return the money in the same form you took it which was by ach.  You have my bank information and you must deposit it my ach which you have the means. I will not wait for a check in the mail and then hear later that you mailed it.  Im giving you 3 business days to ach deposit into my account ending with ****. 

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Business Response: I apologize, but I'm unable to ACH to a bank account that is attached to a closed merchant account.

Consumer Response: Your Staff member ****** ******* said he would send money before closing acct. Its not my fault your company did it reverse. You can reactivate the account that didnt work and then ACH. You are to return the money in the same form you took it which is fair. 

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

3/26/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On February 15th 2013 I contacted MW cancellations department to have 69 accounts from our stores cancelled. I submitted the information via email to **** ******. After a week a Contacted Mr. ****** via email to find out any advance on the request, He replied to me stating "These appear to be all agent accounts (which means only the agent can close it) but we are working on it to see how this is going to be handled…Also they was some concern as to why you were contacting me to close 50 accounts when you didn’t open the account, your names not on the account etc…Please bar with us, as of now this is out of my hands but it is currently being worked on…". I asked him via email on 02/27 Who our agent was? . Mr. ****** did not provided that information and stated the request "it is currently being worked" . I Contact Mr ****** by phone on March 8th 2013 Since no new information was received and the accounts were still active. Mr. ****** still said that it was being handle by An agent, that he did not see the information and that there is nothing he could do. I Asked Mr. ****** to give me any other option since it did not make any sense the cancellatins department cannot giv me any information about a cancellation. He refused to give me more info, and laugh disrespectfully. Today 25 days since I sent the requeste the accounts are still active. Merchant Warehouse has not contacted us in any way and is delaying the cancellation to charge us additional monthly fees.

Desired Settlement: Cancell those accounts and provide refun for any fee aplplied or genearted after February 15th 2013.

Business Response: I apologize for the issues in getting these merchant accounts closed down. Mr. ****** has been working with the Director of Client Services to correct these issues and everything has been taken care of as requested as of 3/22/13. Thank you for your patience with us while we rectified this.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

3/15/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We looked at switching over to their merchant card processing from our current provider. They were recommended by Vista prints. I talked with ******* on several occasions to see if it made sense to switch. After about 2months of discussing this we went ahead and did an application, which took her 2 days to get it to work right. Spent over 3 hours total on the phone to just get that part to go through. Then after she said we were approved, I recieved a notice in the mail stating that their fees were going up. Which made no sense to move forward with Merchant Warehouse if we would be charged the same fees. I contacted ******* and said we were not going to use the service. We never even logged and and tried a transaction. I recieved a bill in the mail in July for June (2012) I called ******* and asked her how we could get a bill when we just recieved the service that week and never even used it. She said it was a mistake and to disregard it. So I did. Then I emailed her stating that we are not moving forward with their company. I received a text message on 3/7/13 stating my service was suspended due to a transaction getting returned. I looked at the account balance and they tried pulling funds out of our bike shop account. I asked my husband to pull his bank statements and noticed that they have been taking $32.95 a month since July 2012. This is a seasonal business and we are not open from August -March 15th. So them pulling funds out was not expected. I contacted them and was trying to be as nice as possible. I asked why they were taking fees when we never used their services and told them we were not moving forward. I was told they would reimburse $32.95 in 10-14 days, out of the $231.00 they have taken from our business account, causing the account to go negative. They were not helpful, I asked to talk to a manager and they said " they would tell you the same thing/" This is not how you do business. They can see that we never logged in to use their service and I do not even know how to log in to do so. I am so frusterated and think they should refund our full $231 they took from us, not $32.95. They also said they were refunded 2 months, which is a lie. They said the $32.95 would be in a check and they would not have the March pmt come out- That is NOT a 2 month refund. They also said you have to be emailed a link to cancel, which they sent me today and I completed. How come no one told me that before, even though I told our representative we did not want to move forward with the activation. This is uncalled for, they are talking money that is not theirs. They listed one price and after you complete an application are given higher prices. That is the whole reason why I decided to not use them. And they think it is ok to take $32.95 a month since July.

Desired Settlement: I want them to refund the money they took from us, because they know that we never used their service. We also told them we were not going to use their service and still automatically took funds. We were told billing would not start till we were enrolled and logged in to begin processing. As anyone can see there was never any log in or processing performed.

Business Response: I apologize for the issues you've encountered on your account with us. I'm issuing a credit of $231 to the bank account on file and you can expect to see that within 7 business days.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

As long as they follow through and refund the full amount as they stated.



BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

3/7/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: After moving my business to a new location I wanted to open a new account with Merchant Warehouse. This process would have taken only a couple of days. They told me on the phone that a new account wasn't neccissary, we'll just change the name, account info and address. All information was faxed on the 21st of December 2012. Not hearing anything from them I thought all was complete and good to go... However when charging credit cards begining in the new year I noticed that the address on the recipts had not been changed, only the biz name had been changed! All the funds were going into the wrong bank account! I was un-successful getting anyone on the phone but I did recieve and e mail stating that they did not recieve part of the information so I re-faxed the info on 1/11/13. Again, not hearing anything from M/W, I thought all was finally good... Not so! On the 28th I got and email stating that they still did not have enough information or part of it was incorrect, So I re-faxed the info for a third time on 1/29/13. So now on the first of the month and I cannot bill any customers because M/W is still playing games. This has KILLED my little business. I'm a Small, 1 man business and Merchant Warehouse has almost bankrupted me with this inept handeling of a simple matter! The very slow manner in which each person responded is is inexcuseable! This could have all been taken care of with a simple phone call, or at least letting me know they needed more info AT THE TIME! No one form M/W ever called me! I had to beg and plead with phone calls and emails to pry this information from them! My Business will not make it another month unless they open my account for use and the funds go to the right account. I will likely have to borrow some money to stay afloat for the month or two till I find a way to process Credt cards. I guess that because I'm just a smll biz I feel they just couldn't be bothered with me.

Desired Settlement: I hope that this incedent is looked at by the company! And some changes need to be made. Dont be afraid to Call a client! If they don't want small clients then that should be stated in their literature. Give people the minimum $ figure and us small guys won't bother them. Im sure this cannot be "biz as usual ' for them.

Business Response: I apologize for the problems this merchant has experienced. We absolutely should have done a better, and more thorough, job in updating his information as he requested in regards to the address updates. In regards to the bank account changes, the information provided to us was not correct, so we were unable to update it at the time of the request. I do, however, agree that we should have handled this better and should have followed up appropriately in regards to what was required to complete the change.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Your excuse is just not good enough!You state that the banking information was not correct yet I followed your instructions TO THE LETTER on Dec 21 2012.No one contacted me to say there was a problem. no email, no phone call, no fax!All of the information required to resolve this issue has been at my fingertips since then. Since I cannot read minds, ANY simple contact would have solved the issue immediatly.Only when I complained on your website did I recieve an email stating they NEVER RECIEVED the Bank info...So I RESENT THE ORIGINAL FORMS AGAIN! That was 1/11/13! Then around the 28th of January I find that still nothing has been done. It wasn't till the 29th that I find all they need in a voided check and all would be fine. I had allready sent one,twice, but I send another!Finally on Feb 4th I get an email stating that the acct is ready to go.. Several days late for Febuary billing but oh well....Then while printing the recipts for my clients I see that the old phone number that has not existed for 4 months is still there! I contact MW AGAIN!!.............So this process took over a month and a half with me begging and pleading for information. If M/W had just opened a new account like I wanted in the beginning that would have taken only a couple of days.Please remember that this matter had YET TO BE RESOLVED when I made my complaint to BBB, nor had it been taken care of when you wrote your response!Causing me to think that you people don't even communicate with each other, much less the merchants you supposedly service.Like I've said, M/W dropped the ball BIG TIME here... my little businees is still reeling from this issue!!I have sent so many people to you after my problems with Paypal! I never asked for a refferal fee, I was just happy to turn people on to your service.I'm now telling them to run from your company... The word here is there are 2 card processors that you should absolutly avoid. Paypal and Merchant Warehouse!   

Business Response: I absolutely agree that we did not properly handle this update on your account at all. I'm very sorry that we did not communicate correctly and proactively to you about what we needed in terms of getting the update done. This has been addressed with the representatives that you worked with and I'm hopeful that this will not occur again. Thank you again for your patience with us.

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

3/6/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am trying to start a business and decided to set my business up for taking credit cards so I went with Merchant Warehouse as my service provider. First of all I can't believe that a business that is so unprofessional is actually setting businesses up to take credit cards. They also failed to tell me about having a monthly service fee of $32.95. I cancelled in November 29th, 2012 by email and when I didn't get a response from the email in a week I sent another email on December 7th, 2012. No response again. Then I signed a letter cancelling my account via mail December 2012. They had a representative call me December 18th, 2012 and leave me a message telling me I couldn't cancel that way. I tried to call the representative and she was on vacation. I let the representative (with initials *.*.) know December 26th, 2012 by email that I would be reporting them to the BBB, Attorney General, and the Federal Trade Commission because I was attempting to cancel and they were making it impossible to cancel. I did not receive any information saying that I could or couldn't cancel my account or that I had to cancel any certain way. This is bad business practice!!! I was NOT told about any monthly fee of $32.95. She sent me an email back January 2nd, 2013 saying 'I apologize for the late response but I have been away from the office. I have sent you a cancellation link. Please submit your request to cancel through the link. Should you have any questions please feel free to contact me.' She did not send the link!!! So I sent her a message January 6, 2013 'You didn't send a link with any emails that I have received. I am going to close my bank account Monday or Tuesday because you are playing with my children's money. Between this company and BP I am going to go broke. I sent a signed letter to cancel and multiple emails cancelling. I don't have time to wait til you charge my bank account more and more til it hits negative. I am reporting you to BBB, the Attorney General of the state of Indiana, and your state, and the Federal Trade Commission. I am through with this company. This has been a very unpleasant 1st experience with trying to start a business.' She sends me a message back January 9th, 2013 'I sent the link to*********@yahoo.com. I have also sent it to ****************@gmail.com. If you still have not received anything I will request a cancellation form to be sent to you.' I cancelled via their link within a week of January 9th, 2013 when I finally received the link. I attempted to close my bank account but could not because Merchant Warehouse put my account in the negative!!

Desired Settlement: $164.75 monthly fees that were charged and $105 overdraft fees from my bank due to their unauthorized monthly charges to my account. Total $269.75!!!

Business Response: We have requested documentation from Ms ***** in regards to the cancellation email sent on 11/29, so that we can honor this account closure for November month end. Should that be the case, the merchant would still be responsible for November month end fees, which would have been debited from the bank account on file the first week of December (our billing is done in arrears). Once we have received further information and documentation from her, we will be able to update this with a resolution.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Merchant Warehouse never informed me of a monthly fee so why should I be giving them $100; they only want to refund part of the unauthorized withdrawal and possibly the bank fees.  This is not fair!!! I am a student and a mother who was trying to start a business and became a victim of fraud in trying to better my children's and my own life.  I should not have to pay anything!!! When a company does not inform you that they will be taking your money, it is theft and/or fraudulent behavior.  I will provide the email which was my first attempt in cancelling. I will send that document sometime after I get my children from school.

Business Response: I apologize that Ms. ***** feels as if she was not made aware of the monthly charges. I have uploaded her merchant application, with sections pertaining to the fees circled, which outline that we will be charging the monthly fees outlined in the signed application.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.I never filled out an application. 

I was never given any documents stating I would be paying a monthly fee. I never signed any documents stating I would pay a monthly fee.  I have had to close my bank account because merchant warehouse continued to charge my account after I cancelled at the end of November 2012.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

2/25/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Merchant ID Number: *************** Merchant Name: ****** *********** RE: Settlement of Transactions For MID *************** We have recently established an account with Merchant Warehouse for processing of credit card transactions in accordance with American Express, Discover, MasterCard and Visa. Merchant Warehouse boasts and advertises for making merchant solutions easy. An account was established with Merchant Warehouse for conducting transactions in which related to internet sales. When the account was established, it was disclosed to Merchant Warehouse that our primary business was establishment of a property management software in addition to general internet sales/retail which however were sporadic. This was disclosed to sales representative Ms .****** *******. On a 19 & 20 December 2012, two transactions were tendered and approved in the amounts of $305.50 and $305.49 respectively. The transaction was then completed on 21 December 12. On 24 December 2012, Mr. ****** ******* inquired as to the transactions and requested additional information. Additionally, information was made available as with respect to the transaction including but not limited to; invoice, shipping policy, return policy, tracking information, et al on 13 January 2013. Mr. ******* then responded that the transaction would not be settled due to the account not having been originally setup for these types of transactions. It was originally asserted to Ms. ******* the purpose of the establishment of the account to which this was included. The only remedy which was provided by Mr. ******* was to refund the transaction and secure payment in another form, however, this is no longer a credit card holder obligation. Additionally, other transactions have been tendered and settled resulting in the same circumstances. Alternative, Mr. ******* suggested that another merchant account should be established for this purpose however this account was established for that purpose. We recommended that another analysis of the risk assessment be completed to "allow" these types of transactions given the circumstances that no fault on behalf of us has occurred as we have provided full disclosure to which Mr. ******* has declined to due. The original account setup and approval process with Merchant Warehouse has been extremely acceptable, however, the customer service aspect of this side has unfortunately lacked. We have acted in good-faith throughout the entire process to resolve the situation to no avail. Unfortunately, if we cannot resolve this matter through traditional means we may be required to enforce our rights legally as there is liability of shipped merchandise based of the approval of transactions which is now out of our possession based on what merchant warehouse has implied. We have provided and will continue to provide the necessary documents in good-faith to resolve the issues including shipment receipts, invoices, et al. to assist Merchant Warehouse where necessary, however, the issue needs to resolved and addressed in its entirety. I truly hope this matter can be resolved amicably as I look forward to your responses.

Desired Settlement: Release of all settled items as provided for herein.

Business Response: I apologize for the difficulties this merchant has experienced with the transactions in question. Unfortunately there is nothing that can be done to change the process of this - if a merchant processes transactions for something other than what we approved them to do, our Risk department is going to have to review the transactions and determine if the sales will be allowed to go through. 

This merchant signed off on an application stating that they are selling property management software, and provided to us the website http://******.com with pricing and information on that software. The transactions that are being reviewed and held by our Risk department are for the sale of refurbished electronics. Not only are the transactions for unapproved items, but they are also higher than what the merchant was approved to run for each ticket. 

The merchant has been working with *** in our Risk department and has been made aware of how to correct this issue and has been made aware that he needs to open a second account should he wish to continue selling refurbished electronics through a processing account with Merchant Warehouse. 

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

MerchantWarehouse needs to do a better job in explaining the terms and conditions of its merchant accounts. During the signup process - we notified the sales representative of the "Average Ticket" which is our normal monthly rate. We have customers who have multiple properties in which will exceed that average ticket rate especially dealing with a high volume client. Additionally, it was explained as also noted on our website that we offer additional products in a retail format. This was also explained to your Sales Representative.

Additionally, it is unreasonable to believe that a merchant will refund and attempt to recharge on an entirely new merchant account from product liability in which a merchant no longer has possession of. Accordingly, Merchant Warehouse has created a contract misrepresentation in which we will proceed to additional remedies to resolve this matter including use of the courts if necessary. We have offered multiple remedy attempts in resolving this situation including no longer processing these "unauthorized transactions" but however was described when ****** said she understood everything about our business and would include this. Additionally, we were advised than an average ticket price was just that - an average ticket and not an authorized amount.

We have more than offered reasonable alternatives to resolve this situation, and again they are still open in an attempt to resolve this situation in which include:
 - no longer processing these "unauthorized transactions"
 - closing and the opening of a new merchant account to allow these type of transactions and a higher average ticket price (in reality an authorized amount)
 - holding period for any settled funds before releasing to alleviate any perceived liability on merchant warehouse.

However, we will not be refunding any current processed transactions and such refund on the part of Merchant Warehouse will initiate legal action. We agree to a holding period to alleviate any perceived risk that merchant warehouse has about the transactions in error in which the funds may remain in possession and control of Merchant Warehouse for a set period of time.

If the matter at hand cannot be resolve we will pursue additional legal options in resolving this matter. We have also referred this matter to the Massachusetts Attorney General's Office for various allegations in misrepresentation and fraud against Merchant Warehouse.


 

Business Response: I appreciate and understand Mr. *****'s point of view in regards to this matter. From a business owner standpoint, I'm sure this seems like an easily solved issue. While it's never our intention to make matters more difficult for our merchants, we do need to make sure that people are processing within the parameters for which we approved them. This means that on the signed merchant application (attached), we approved this account for an average of $15 per transaction, with a total monthly volume of $6,000.

While the average ticket is just that - an average - it still does have some bearing on how transactions are reviewed by our Risk department. If someone has an average ticket of $15, our Risk department will typically allow transactions up to $50 - 75 to go through without question. If, however, the tickets that are being run are 16 times higher than what we approved the account to run, that is going to cause some concern for our Risk department and those transactions can be held accordingly per our contract.

Our Risk department has suggested that a new account be setup so that we can get the correct parameters on the application, encompass everything the business is doing, and get the correct totals on there. The transactions that the merchant has been advised to issue refunds for are the transactions for the sale of refurbished electronics, which is outside of the scope for which we approved the account. Should Mr. ***** choose not to issue refunds for those transactions, the funds will continue to be held and once the time frame for possible chargebacks and disputes has been passed, we can at that point revisit the release of the funds.

It is our intent to continue a processing relationship with Mr. *****, just under the correct parameters to eliminate any further issues along these lines.

Consumer Response: Thank you for your recent correspondence. These terms are more acceptable to resolve the issue at hand. It is our intention to continue a processing relationship with Merchant Warehouse and I appreciate the attempt in maintaining your stance on the similar position.

Please advise the timeframe in which the funds can be released. Also please advise who we need to speak with to open another merchant account to contain the entire proper parameters of our business for processing. I can be reached directly at ************ and ***********@******.com so we can quickly and efficient work to get the new account setup and continue processing.  Thank you

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/26/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have tried several times to cancel our service with them. Each time they say they have canceled our service. They never provide a confirmation email claiming they have too many email addresses, or that we failed to respond to a cancellation confirmation email. Each time the story changes. Each time the company says that they have canceled or service, yet they continue to bill our card. They also refuse to issue a refund for charges that should not have been placed on our card. Must I wait until the credit card they have on file expires to experience a cessation of illegal charges? I do not know what type of recourse I have.

Desired Settlement: Stop illegally billing us. Issue a refund for charges that occurred after our cancellation.

Business Response: I'm very sorry to hear that this merchant has had difficulty in closing down her merchant account. While she did speak to us in January 2012 to close down the account, we were unable to do so at the time because she continued use of the account. The account was used in January, February, March, April, and August 2012. During this time, the merchant processed approximately ******* in sales. Given the amount of transactions running and the frequency with which the merchant continued to use the account, we reached out to the merchant in February 2012 to confirm that they did indeed want the account closed and did not receive a response at that time.

We can certainly honor the cancellation as an August month-end cancellation, as that is when the merchant stopped processing on this account. With that, the merchant would be responsible for the fees for the month of August and we can issue a refund for the fees assessed September - December. We will make sure the account is closed so that it is not assessed any fees for the month of January. The total amount of this refund will be ******* and it will be sent to the merchant's bank account on file within the next 10 days.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/20/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On Sept 24, 2009 I signed a three year and one month contract. On November 28, 2012 I called to cancel which was over my contract date. They said there was a $190.00 cancelation fee and they would waive $95.00. I told them I was over the set amount of time they said the contract renewed automaticly and they deducted the money from my checking. They said I had to return the machine and they would send me a prepaid box to return and I had 10 days to return it. On Dec 17, 2012 I received the box and mailed it the same day. On Dec 28, 2012 they deducted $375.00 from my checking which caused me to be over drawn at a free of $33.00. I called to inquire as to why the charge the said because of the Holiday they didn't receive it untill the 29th of Dec and it would take between 5-7 days before I would get the $375.00 back. I also never received a 5% cash back check in the 3 years I was with them. I would just like to inform you that the smartest steps to take if you plan on canceling with them close your checking account first, they have free reign on your account and can charge fees at will and the bank will not help.

Desired Settlement: I want the $95.00 plus the $33.00 and an explaintion as to why the can put in a charge in one days and I have to wait 5-7 days for my money. Why was I not reumbursed the charge of $375.00 on Dec 28 when they received the machine.

Business Response: We're more than happy to help this merchant, we are just awaiting further information on her account as we are unable to locate it in our system with the information provided.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/20/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: From the day we started service it was a nightmare. It is impossible to get anyone to call you back or help you. WE made our first transactions four days ago and they are still holding the money. They said they needed to contact my customers and they left them messages to call them back. That is illegal. They can not hold the funds from our account or contact our customers. Our account was placed on hold and we had to call and find this out. No one will ever call us back. We have $5000.00+ that was supposed to be deposited into our business account. None of the funds have be deposited into our account and they are not acting like it going to happen any time soon. Something needs to be done about this. They are frauds and should not be in business.

Desired Settlement: I want them to cancel all transactions and cancel our account. If the money has not been deposited into our account then they can void everything and cancel us out.

Business Response: The account has been closed down, due to risk-related issues. It appears that the merchant has worked with our Risk department to clear up this issue, after we spoke to one of his customers who said that the transaction processed was not authorized.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/15/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: December 14th I received a phone call soliciting Merchant Warehouses services by a ******* *********, I do need a credit card/debit card processing for my small business so I let him give his sales pitch. After getting all the info I needed to compare services I informed him that I did not have the money to start the services right now in my checking account. He proceeded to tell me that I should just fill out the application to see if I get approved so we don't get hung up by me not being approved later when I did procure the funds. At which point I started to fill out the application but was stalled by it asking for my bank information, account and routing number. Again I informed him that I did not have the funds available for this service at this time, and again he told me I would not be charged until I was ready to make payment. I finished the application and was "approved", at this point he informed me that everything was on hold until a later date. It has been a few weeks and we have still gone back and forth with phone calls of him calling me at least once a day and me telling him I needed more time. Now I check my bank statement and It shows that Merchant Warehouse has charged me for services. These are services that their sales agent explicitly told me I would not be charged until I was ready to make the first payment, that everything was on "hold". Now by charging my bank my bank did honor the charge but it has overdrafted my bank account which is unacceptable practice to tell me nothing will be charged but still charge me in the amount of $32.95.00

Desired Settlement: The initial $32.95 refunded to my account as well as $30.00 for overdraft fees. Total amount of 62.95

Business Response: I apologize for any miscommunication surrounding this account setup. I have forwarded this information over to the sales managers so that they can address this with the representative as warranted.

We will certainly issue the credit the merchant has requested - the $62.95 will go back into the bank account on file within 10 - 14 business days. For the sake of clarification, it should be noted that the merchant account remains open and will have a charge associated with it for the month of January, which will be billed to the account on file on or around Feb 1.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint, but reserve the right to reopen complaint if the Business does not uphold what they offered as a resolution.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

1/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: After having Merchant Warehouse charge us nearly $300 to process a $1500 charge, we told them that we are no longer interested in using them as our credit card processor. This was in November of 2011. We have on several occasions after receiving statements from them that we had previously informed them that they were in fact FIRED. I spoke with a representative today who informed me that they needed to send an email with a LINK that we should fill out in order to delete their service. Upon receipt of said email, we found that the language of there cancellation form would require us to basically pay them to go away. I refuse to pay another penny to Merchant Warehouse. The percentage of the transaction by the best of my knowledge is unheard of in reputable credit card processing circles. 20%?

Desired Settlement: We would like for Merchant Warehouse to enjoy the money that we feel was far in excess of what a normal credit card processor would charge, and just go away. Under no circumstance will we pay anymore money to Merchant Warehouse, we made that clear on the day that we fired them. Despite that, they continue to contact and send statements.

Business Response: We have reached out to this merchant to have him complete the cancellation process so we may close down his account for him; to date, he has not yet returned the cancellation form. We have been unable to find a time during which we charged the excessive fees outlined in the claim, so I'm unfortunately unable to address that. I am unable to offer any sort of refund on the $131.95 charged for November 2012 fees as they were rejected back to us unpaid by the merchant's bank. Once the cancellation form is returned to us, we will waive that balance.

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

We have in fact completed and faxed the cancellation request back to merchant Warehouse. With regard to the excessive charges.  They have SEPARATED the CHARGES from their FEES which at the end of the day add up to semantics. Nevertheless we were never seeking a refund, we simply wanted the account closed and for merchant warehouse to stop attempting to debit our account. If this is has been accomplished, then we will consider the matter closedl to excessive. 


 

 

Business Response: I apologize that the merchant feels that they have still been overcharged. We're more than happy to go over this information again to show that this is simply not the case. We have closed the account down as requested.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

1/6/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I received my first statement from Merchant Warehouse today 12/10/2012. After going through the statement and comparing it to our batch settlements we noticed that there was a sizable amount of funds missing (hundreds of dollars). After contacting them to get this issue resolved I was welcomed to an extremely long hold and a rude representative that seemed uninterested in resolving my complaint. The issues occurred on 11/08/12 and 11/09/12. Supposedly my settlement batch did not close even though it is suppose to close automatically. I was told that in order for me to receive the funds that were already supposed to be in my bank account that I would need to run them again and that it was recommended that I contact my customers before charging them again. This is over 30 days after they left our store with merchandise in hand and I would have no guarantee that 30 days later they would have adequate funds in their account. And, it was up to the bank to provide me with contact information so there was no way I would be guaranteed I could contact my customers before charging them a month later. I asked for a supervisor and was greeted by ****** *******. I explained that I did not agree with the resolution, especially since we as business did everything they told us to do to better serve our customers. It would tarnish our image and strain our relationship with the customers that this affected. The worst part of this entire ordeal is that our 11/09/12 settlement was successful yet somehow on their end it did not show that it was. She had me email a scan of all the receipts and the slip of paper that said Settlement Successful and was told the same thing, that I needed to run these cards again a month after they supposedly went through and that I would be at the whim of the banks to get the contact information. They refused to take responsibility for their errors and above all put the burden of their mistakes on my businesses back. Unless I checked every single batch settlement and receipts, I would have never have known I was missing hundreds of dollars from my bank account. I was suppose to receive a call from tech support in to possibly close out these batches, but I have yet to hear back from them. Please consider alternatives to Merchant Warehouse if you're looking for a card service provider. Prior to this, they sent us a bad terminal that wouldn't accept debit and they wouldn't replace it until after we went through three additional pin pads before they accepted that it would indeed the terminal as well as never adding a detailed report to our batch settlement even though we've asked multiple times.

Desired Settlement: To take responsibility for their errors and provide us with a better resolution that doesn't involve tarnishing our reputation or increasing our workload for their negligence.

Business Response: I can't apologize enough that not only did this happen to this merchant, but that we did not help him in an appropriate manner or timeframe. I've requested copies of the receipts of lost sales so I can provide compensation to him.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/5/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Merchant Warehouse has been unprofessional since the beginning. They failed to tell me that there would be a monthly fee of $34.95 even if you are not using the machine. (The machine is supposed to be free, according to my contract) I have made several attempts to send over new bank account info and each time the client rep tells me that they never received it, then I call one day she says "Oh wait, I do see it here, I don't know why it was never keyed in..." On top of that, Merchant ware house holds your funds for a ridiculously amount of time. I would have a transaction on Thursday and would not see the monies until the next Thursday. I am a hair Stylist, that is unacceptable, I have to buy products and keep up with rent for my studio. So, At the end of October I finally had had enough and I called them to cancel the account. They sent over an email for cancellation and it was filled out and was sent back, however the next month they had taken out another $34.95 (November). I called them as soon as a saw the debit from my account, The rep advised me that the account was never cancelled b/c they never received the cancellation email. So I told the rep to send me the email again and we are going to do this over the phone. He told me I was gonna have to call back, so I stalled him a little bit while I pulled up the email and completed the form and emailed it back. He said he had received it and now he can close the account. I asked him to refund my money back into my account. He advised that he could not due to the fact that the account had been closed (go figure..) So he would have to send me a live check. This is around November 5th. Ok, no biggie, I said, I'll wait for the live check. But Wait! There's more...December 5th comes around and my bank account is hit with $133.95 debit. I am livid at this point. It is now December 16th, 2012 and I have yet to receive my first check of $34.95 and now they have taken out $133.95! I call the company and ask where these random fees keep coming from. The rep advised that there was a $99.33 yearly fee that automatically debits. Ok, so where is the rest coming from? She says the 34.95 is the monthly fee for not using the cc machine. Sigh* I told her I wanted the whole $133.95 put back in to my account immediately! She told me she couldn't do that b/c the account is already closed...BINGO! If my account is closed, why are you still debiting 34.95 monthly fees and $99.00 yearly fess? She told me she would send a live check. I have yet to receive my money.

Desired Settlement: I would like a refund for all of the months I did not use the machine and they were charging me for it, dated back to when my bank account info was misplaced and NEVER keyed in.

Business Response: I apologize for the error in closing down the merchant account in November, as the merchant should not have been assessed fees for that month. I do show that we've already sent out the check for $133.95 for the November charges and $34.95 for October charges. The account is now closed and there will be no further fees assessed. We cannot issue any further refunds as the merchant did not complete our cancellation process in September when the first call was made, and we cannot close accounts until that cancellation link is completed, as it was done in November. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/5/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: (Beginning of Sept) Several months after signing up for services, my company was never launched & their services were never used so I called to cancel my service with Merchant Warehouse. I was told on the phone that my account would be cancelled. The next month in October, I noticed that I was charged again. I called again and explained that I called the month prior to cancel my account. I was issued (in form of a check) a refund for October. I was told that I would be sent a form via email to fill out for my cancellation. I received the form and sent it back. This time, I also received confirmation of the account closing (via email). Then in November, I noticed that once again they had charged my debit card. Due to their billing error, it caused my bank account to be overdrawn and I incurred a total of $85 in overdraft fees. I contacted Merchant Warehouse once again and requested that I get reimbursed for the overdraft fees as well as the unauthorized charge made to my account. I spoke to ******** ****, a Client Services Rep. on the phone, she said she would have to speak to her supervisor. I told her this time, I'd like to put this in writing. I then sent her an email explaining what had happened, including a copy of my bank statement showing how their unauthorized charge caused my account to go into overdraft (I was not using this bank account so no other charged were made). I also requested in my email how I would like the error resolved so she could present it to her Supervisor. After no response for almost two weeks, I emailed twice requesting a response. I received a call at the beginning of December from Ms. ****, she said that her Supervisor said they would refund the charges for November but would not refund my overdraft fees. I then pleaded with my bank, explained what had happened and asked if they would reverse the overdraft fees to my account. They were kind enough to refund $50 worth but explained that this was a billing error made by Merchant Warehouse and they should be responsible for the overdraft fees..(which I fully agree). So, at this time I am still waiting a refund for November $32.95 and I think they should refund me for the $35 remaining in overdraft fees, caused by their billing error! It has been weeks now and I have not received a refund check yet. I feel that this c

Desired Settlement: REFUND TOTAL = $67.95 $32.95 billed in error in November PLUS $35 incurred overdraft fees due to their billing error!

Business Response: I apologize for the poor experience this merchant had. She's absolutely correct in that we should have refunded both her overdraft fees and the fees for the month of October, as she did try to cancel her account in September. I've submitted a request for a check to be sent to her at the address we have on file; she can expect that in 10 - 14 business days. I'm sorry that we were not able to appropriately handle her request the first time she reached out to us.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/26/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In my two years dealing with Merchant Warehouse i have wasted a good majority of my time trying to get help a reasonable solution to our issues. When i call in the customer service reps are helpful and state they get my issues resolved within a few days and for the majority of the time there has been little follow up. In return i have to follow up againg with another rep and they state they will do a better job this time with no follow through. My major issues are as follows- On 11/19 Our billing system clearly showed that the patients payment was declined but through Merchant Warehouse it clearly showed that patients credit card was charged. more than what the patient should have owed. I then refunded the patient through the merchant site, notated the patients account exactly what i did to have proof that i took care of the patients needs. A few days later we had a patient call in stating that they made their payment at time of service and patient and myself have written proof of this. So i went to verify through the merchant site and it shows that no payment was ever made and that i did not refund the patient the allotted amount. This is the first time i have seen this issue and i called to get an answer. The customer service rep Mr. ********* stated that he would review the statements that i sent him and to give him 2-3 days for an answer. I have not received anything back from him so i sent follow up emails with no response. This is unacceptable busy practices and customer service! I have dealth with this issue in the past and merchant warehouse does a poor job communication these issues. The next issue was that the customer service department stated they would get me set up on a website so i can review and reconcile my credit card accounts on a daily basis. I sent our merchant id numbers in 2 times and i still have not had a response. We recently found that our monthly charges have been twice what they should be, i called customer service as i have a spread sheat that shows how much we are being charged. they stated to send that in via email and they will look into the issue and get back to me. I have called and sent it in 2 times with still no resolution. I have many other small issues i can name as well but when it comes down to it, Merchant warehouse is not following through with what they say they are going to do! And for payments to just disappear into thin air makes our business look bad not theirs!

Desired Settlement: Our Desired outcome would be to have one person set to work our account and help us get resolution to these simple issues.

Business Response: Mr. ******** has been speaking with one of our supervisors in the Client Services department and it appears that she has been able to assist him with all of his concerns. We're hopeful that moving forward he will not have any further issues with our processing and/or service. We're thankful to him for his patience with us in this matter.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

12/26/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Since April of 2012 Merchant Warehouse has been debiting me $22.95 month for a service that was never used. Additionally I was debited $121.95 this month for unknown reasons. After being unable to set our account up properly with Authorize.net within a month, and receiving no support I requested a cancellation. I sent emails in June, July and August and a formal letter in September with no responses. My next move is to press charges.

Desired Settlement: I want them to stop debiting me and send a refund of $305.55 to: GGSI ** *** **** ****** ***** ** *****

Business Response: We've been able to issue the requested refunds to Ms. ***** and have waived any additional balances owed. Thank you for working with us on this issue.

Consumer Response: Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #*******.  We have not yet received the refund so I reserve the right to change my response should it not come in a timely fashion.

Regards,

****** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/16/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On November 7, 2012 we switched over to Merchant Warehouse from ******* ***. However, it has more than 3 weeks but our funds from November 7 to November 12 have not been transferred to our bank account. Merchant Warehouse owes us $6218.00 for those 5 days. ****** ****** was our sales person. He assured us that we will be offered VIP service and it would be cost saving for our company. Despite a lot of negative internet reviews about Merchant Warehouse we had a faith that Merchant Warehouse will treat us better (****** assured us). However, when we did not receive any funds after 7 days we got concerned and called Merchant Warehouse. After several tries we were able to find that Merchant Warehouse had screwed up our account and they will fix it in three to five days. We were told that an employee named ****** ***** will contact us in few hours with solutions. Two more days passed and ****** never called. Every time we called we were give same story that woman name ****** will call us. After three weeks we are still waiting a call from the mystery woman ******. After dozen more calls we were told by another employee ***** that we will have to manually enter all the credit cards transactions into our system. ***** sent us November 7 credit card transactions. My wife tried to enter those transactions manually with a great labor. Within 30 minutes of running batch file we started to get calls from upset customer who wanted to know why ********* ***** was charging their credit cards without any purchase made by them. Some of the customers threaten to call their credit card companies to dispute the transactions and told us that they would never order from us again (lost customers). We are still waiting for the missing funds. We are a small business and lack of funds has affected our ability to pay our employees and suppliers. Our bank has charged us over draft fee for negative balance since funds were not transferred. Probably we should have called Attorney General Office, BBB and our own lawyer but we want to give a final try in hope you will solve this problem without going to court. Honestly, your customer service staff and company has failed us. Your vision about this great business is totally trash while our customers who are paying your six figure salary are suffering. I would appreciate you transfer funds for November 7 through November 12 ASAP to our bank account. I look forward to your reply and a resolution to my problem, and will wait until November 30, 2012 before seeking third-party assistance. Please contact me at the above address or by phone Sincerely,

Desired Settlement: We want Merchant Warehouse to deposit those funds to our account ASAP and cover our losses caused by their mistakes.

Business Response: I am personally working with Mr. ******* to correct this issue. We have agreed to reimburse him for any lost sales and for his overdraft fees. I'm hopeful that once this issue is completed we can continue our business relationship.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/11/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am extremely dissatisfied with Merchant Warehouse's billing practices. I am a new small business that started up in May of this year. They called and hounded me to give them a try after I made purchases from one of their affiliates, I did everything by phone and fax and boy do I regret it! I wish I had read other customer's experiences on your website before signing up with them, would have saved me a lot of hassle and money. I was told when I first signed up in May that I would be charged 7.95 monthly, plus a percentage on authorized charges. Fine, I took the bait. However the switch came when I got my first bill or debit from my account and it was not for 7.95 but a totally different amount of 32.95 and I hadn't even used the credit processing services at that point. When I called to cancel in July, I was told it was an inactivity fee of which I was never advised would occur. I was persuaded to stay in exchange for the representative crediting my account back the amount debited and being charged the original amount of 7.95. Fast forward to the last week in November. I use a more covenient credit processing company that does not charge dormant fees or require me to do anything extra to sign up or cancel, so I decided to cancel services with Merchant Warehouse, which I have never used to process a transaction since I have been using the other company exclusively.

Desired Settlement: I was charged a 99.00 admin fee in addition to the 7.95 after the rep that I called to cancel with told me I would only be charged a final amt of 7.95. I had 106.95 charged to my account which caused me to incur a negative account balance, The rep I spoke to this morning stated the 99.00 would be credited back within 12-14 days and because my account with Merchants is now closed, a check would have to be mailed instead of charges reversed. This is highly unsatisfactory, as even credits can post to a credit or debit card that is security closed and moved to the new number and my personal account is still open, just not my account with merchants. I used to work in the credit card business for over a decade. I feel that they can reverse this transaction much faster than they stated and that is my desired outcome. I also desire that no further debits are made from them to my account.,

Business Response: I apologize for any miscommunication surrounding this $99 fee. Our merchants were notified on their September 2012 statement that this fee would be assessed on the November 2012 statement, and that would be debited from their accounts at the beginning of December. As we closed this merchant's account at his request, we are not able to ACH into his account any longer. The $99 check has been approved, so the merchant will likely see it in the mail within 7 business days.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

I also want to emphasize that I do not expect any additional hidden fees to be taken out of my bank account and I do expect my relationship with this company to be completely severed upon receipt of the 99.00 check. I was told by the phone rep it would take up to 14 business days but 7 bus.days would be much more desirable.   Also the respondant from Merchant Warehouse should be aware that I am a "she" and not a "he", yet another sign of their inattention to good customer service.


BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

11/28/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We had been clients of Merchant Warehouse for several years. We recently terminated service with them as we were made aware of their extremely deceptive statement reports. Merchant services lists dollar amounts/tallies as "discounts" when they are, in fact, fees. When we called Merchant Warehouse to ask why these fees were listed as "discounts" and not the fees that they actually are the associate explained "Well, that's just how we do that". They charge two different fees for each credit card transaction, not one. We do not speak legalese and have never been so deceived before. One should definitely seek legal counsel if deciding to do business with Merchant Warehouse. We regret having done business with this company for so long and feel that Merchant Services in essence has stolen thousands of dollars from us disguising it as "discounts".

Desired Settlement: We had been with Merchant Services for over 5 years and have been taken for thousands of dollars. We are seeking a refund for the 2011 "discount" fees in the amount of $1,575.17

Business Response: I apologize for any miscommunication in regards to how our billing is done. I've attached two examples of the most recent statement for the merchant account to show that we did not overcharge anyone.

The first attachment, named "Disc Amount" shows what the merchant paid in fees on each batch. This is a snapshot to show each batch and the fees associated with that batch; this is just for informational and reconciliation purposes. The next attachment is "Disc Rate" and that shows all of the different card types that were accepted during the course of the month and the fees that are assessed on those cards. For example, you'll see a card listed as "****" which means a **** business card. You'll also see regular personal **** cards listed as simply "****". 

I have also attached your October 2012 statement for reference. The section that is listed as Deposit Information, that shows your batches, is to help with your reconciliation. The next section, "Settlement/Discount" shows all of the card types that were accepted and the fees associated with those cards; during the month, the processor (******) estimates what your fees will be on these cards. If there is any overage or underpayment during the month, ****** will assess the difference at month end - this difference is reflected in the "Total" line at the end of this section. In this case, ****** undercharged you by 37 cents during the month, so they are going to be charging that at month.

The next section, called "Surcharge", shows what the fees assessed on pin debit transactions that were run during the month. These fees are assessed at month end and the total of these fees comes out to be $26.08.

The section after that, titled "Other fees", shows your fees for authorizations, batches, PCI compliance fees, monthly service fees, and pass through fees from *************** (listed as ****, ***, ****, etc). The total for this section is $71.40. 

The fees that are charged at month end are comprised of:

$0.37 in card fees that weren't assessed during the month
$26.08 in debit network fees
$71.40 on "other fees"

The total for these is $97.84, which is listed on your statement under the line item "Your account has been debited" at the bottom of the statement. 

I hope this clears up any misunderstanding surrounding our billing. We thank you for being a customer with Merchant Warehouse for the past four years. 


Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *******.

[It is sad that Merchant Warehouse needs to list fees that are not clear for the business to understand. Further, whenever we contacted merchant Warehouse about fees that were charged they always assured us that we were getting the "best rate/deal" to be had. That simply was not the case. I'm sure the Merchant Warehouse employees are told to try and "keep the client" but they simply are not honest.]

Regards,

***** *****

 

 

Business Response: I'm sorry that we were not able to retain the merchant's account. We do offer to try and match competitor's quotes, so it's unfortunate that we were unable to do that in this circumstance, but we do require the schedule of fees in order to be able to provide that match. We wish the merchant the best of luck with her new processor. 

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *******.

[We did furnish the competitors schedule of fees on three different occasions. Each time the Merchant Warehouse associate explained that the competitors pricing was higher. They never explained that we were being charged twice on EACH transaction. Merchant Warehouse does NOT explain its fee structure clearly. They are extremely misleading. As I stated in the initial complaint, when we asked why Merchant Warehouse conducts itself in this manner, the assosciate stated "That's just the way we do things". That was the nail in the coffin for our business relation with this company. ]

Regards,

***** *****

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

11/7/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for Merchant Warehouse's credit card processing service via VistaPrint's offer, which waived the initial startup fee. I was subsequently charged on October 1st for a service which had never been set up, as their tech team had never contacted me (which they had promised to do) and I had not been provided the support in setting up that I was likewise promised. I didn't even realize that these charges had been made (and automatically withdrawn from my account) until two weeks later when my account was empty. I immediately called and told them to resolve it; they agreed, but informed me that it would take up to two weeks to correct the issue. I refrained from closing my account with them immediately only to be sure that I would receive the refund before I did. I finally got the refund I requested on November 1st. I called yesterday, November 2nd, to close my account, and was met with a voice mail. I left a message indicating that I wanted to close my account, which they did not return. I subsequently found that they had charged me for the next month's service. I have still received no support from their tech team. They have still made no effort to help me set up my business and start taking credit cards using their service. They are still charging me for a service I have had no opportunity to use nor support in learning to do so. And they have not returned my call to close my account or to refund my money for this second unnecessary charge.

Desired Settlement: I want my account closed with them immediately and all charges refunded to my account.

Business Response: I apologize for the issues this merchant has experienced with us. I have submitted a request to have the account closed immediately with no further charges assessed and have issued a refund for $32.95 for the fees charged for October 2012, which would have been debited from her bank account on or around 11/2/12. This will arrive to the merchant via check in 10 - 14 business days.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

Thank you to both you and Merchant Warehouse for handling this so expediently.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

11/7/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: when I received my first statement I noticed that I was charged the rate of 4.18% for all of my transactions, when I contact the customer service and told them I had lower rates given by the sales rep when I purchased the service she told me you fell in to the none qualifying rates, and when I asked what types of cards falls into this rate, she told me all the cards exception of DEBIT CARDS. I had a long conversation with the sales Rep when I purchased the service and he told me about all the credit cards rates and specifically I asked him if I have the card in my hand and enter it to the online application will these are going to be my rates and he said yes. first problem they the sales rep misrepresent the product and lied. second problem when I reviewed the application it gives you the none qualifying rate but doesn't specify what types of cards fall into this rate, when I researched from other card services companies they said the credit cards that you charged are all in qualifying rate and no reason for none qualifying rates.

Desired Settlement: the charges should be adjusted to qualifying rate and I need to get refund for the difference.

Business Response: I apologize for any miscommunication that occurred between this merchant and his sales representative. Our fees are fully disclosed on our merchant processing application, so there is little we can do about the fees that have already been assessed, but should the merchant choose to keep his account open with us, we can certainly review the rates to see if we are able to lower anything. 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

11/2/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Merchant Warehouse Inc has been nothing but unprofessional towards Flying Star Transportation employees. As an account executive my job is to manage our company financial data systems and etc...Employees of Merchant Warehouse has called our company all sorts of names. Has called one of our employees *** *Word Rejected*told one of our employees that they will kill him. These unlawful threats are not ok. We would like to have the BBB to investigate this matter.

Desired Settlement: For Merchant Warehouse to quit calling our company and making threats from specific managers in the risk department.

Business Response: I apologize if this merchant feels he was mistreated in any way. The account is now closed as it appears our Risk department had some concerns about the transactions the merchant was running. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/22/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I signed up with the Merchant services to process credit cards with my ******* business. I processed my very first credit card purchase on Thursday sept 27 for 77.71, I then processed a second credit card on sept 29 for 29 dollars. I have called them several times asking about my transactions none of them have been applied to my account as of today which would be day 7 for the first transaction. I told them as of 10-2-12 I was cancelling my acct due to dissatisfaction and today I have a transaction on my bank statement that says 32.64 but has no label on it except **** that I am assuming has come from them. I called them this am to see where is my money and I was told someone would call me back by noon. This is ridiculous I could have taken a check quicker. Horrible Service!

Desired Settlement: I want my money. I had to hold up my ******* order waiting on credit card transactions then I had to just put the money in myself it is not my customers fault that I chose this service. Also I don't think they should charge me anything for my two transactions I have been more inconvenienced using their services.

Business Response: We apologize for the manner in which this issue was handled. We did request the release of the $77.18 batch which should hit the bank account on file in 3 - 5 business days. We also sent the batch of $29 to the bank as well, which should have already been credited. The account has now been closed as the merchant requested and the charge that was assessed on Oct 3 will be the last charge the merchant will see from us.

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Although I feel the apology was certain. I still feel as though they have done nothing to rectify the situation.  If I processed a credit card transaction last thursday on Sept 27, 2012 it was before 3pm, for 77.17 why would that transaction continue to be held up for 3-5 more business days when it has already been held up for seven days.  The transaction they released was the transaction for 29 dollars that was processed after the first transaction and that was processed on saturday september 29, 2012 in the evening.  I feel a disservice occurred and instead of processing my transaction they are continuing to delay my transaction for another 3-5 more days which doesn't seem fair at all. If my credit card transaction was supposed to take 1-2 business days even after they reviewed it, I should not be still waiting on my money to clear.  It would have been the same if the transaction they processed to get their payment would have not been available since I didn't have the funds there to cover it.  They were paid and I am still waiting on them to provide me the service that I was supposed to receive.  I think they did not deliver and should not be paid.  If they are paid they should only receive half of their money since they have only been half correct in delivering their services.

Business Response: I apologize that the time frame is different for releasing funds that have been held versus our normal deposit time frame. The reason for this is that held funds are diverted to a holding account, and when the issue has been rectified, we then need to key in a release of those funds and this shifting from one account to another does take some additional time. 

Everything does look to be in the bank account as it should be, so this issue should settled for everyone at this point. I thank you for your patience with us.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/16/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On 5/27/12, I contacted Merchant Warehouse to notify them of an address change, as our company had moved from *********, PA, to *******, IL. I was notified over the phone that I needed to fill out an address change form, which was promptly emailed to me. I filled out the form on 5/28/12 and returned it to the email address Merchant Warehouse specified. Over the next several months, while on phone calls with Merchant Warehouse, I was notified that the address I provided them (in *******) was not what they had on file. Each time we reiterated that we had moved, and provided them with the correct address. Each time we were told that in 2-3 business days the address change would be completed. On 7/16/12, we noticed two chargebacks in our online bank account, totaling $7,777.96. We contacted Merchant Warehouse to obtain the Case ID numbers for the chargebacks, and on 7/16/12 we faxed the paperwork over to Merchant Warehouse to dispute the chargebacks. On 7/26/12 the funds ($7,777.96) were returned to our account. We called Merchant Warehouse to inquire as to why the funds had been returned, and we were told that we had won the chargeback dispute. We obtained absolute confirmation that the case was closed, as we wanted to ensure that the funds were now ours to use. On 9/17/12, we noticed that $7,777.96 had been removed from our bank account again. We contacted Merchant Warehouse to obtain the Case ID numbers, and realized that this was a duplicate of the prior chargebacks from 7/16/12. We were explained that the charges had been re-disputed by the cardholder's issuing bank on 8/16/12, and that the case had been closed on 8/30/12. We never received any notification of the re-disputed chargebacks, and when I asked Merchant Warehouse why this didn't happen, they again explained that the notifications were sent to our prior address in *********, PA. We were also explained that if we had forwarded over the Proof of Delivery (the signature image from UPS), that the chargebacks would have been reversed again, thus returning our funds to our bank account. We could have forwarded over the Proof of Delivery immediately had we ever been aware of the situation. There also was no explanation as to why the funds were removed from our account on 9/17/12, despite the chargebacks being "closed" on 8/30/12. Typically the funds are removed immediately once the chargebacks are initiated (which was 8/16/12), thus allowing us some time to retrieve the Case ID numbers and dispute the chargebacks.

Desired Settlement: Given that we were never notified of the chargebacks (due to Merchant Warehouse never updating our address on file), and thus didn't ever have a chance to dispute them, we seek a full refund of the $7,777.96 in lost funds.

Business Response: We are in the process of working out a solution with this merchant and hope to have a successful resolution soon. We will update the response for this complaint at that point.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/16/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Signed up for a merchant account that was reviewed and approved by account executive. Months after approval and agreement to the contract, my account was dropped with no explanation, although no changes to the business were made. Called multiply times and risk team manager ** refused to give valid explanation on why account was dropped and was unwilling to reevaluate account. Called account executive who gave description of what my business was approved for, description matched my business, yet was still dropped. Called back, risk team manager ** again took the call but continued to be extremely rude and unprofessional. Asked why I was dropped said because I was prohibited merchant types. When asking for a definition of a prohibited merchant type was, ** has no other answer other than "you," he was unable and unwilling to explain why I was flagged as prohibited merchant type, what a prohibited type is, or even consider that he or his team made a mistake when making their evaluation. Basically they broke our contractual agreement without explanation or cause.

Desired Settlement: Resolve the issue so that I can process payments and get an apology from ** for his lack of professionalism.

Business Response: I apologize for the issues this merchant has experienced; we should have provided better service to him and we should have set better expectations. The account has now been closed and we hope that the merchant has found a processor that better suits his needs. We're very sorry we weren't that company for him.

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Merchantware house disrupted my business, causing a product launch to be delayed. They gave no warning or even willingness to look at the situation to see if they were in error. At the very least I would like a refund for all months I paid for expecting to use their service.

 

 

Business Response: We will certainly refund the fees for the months during which the account was not used. The account was used in September, so we will be crediting the fees for May - August. This will total $132.11 and will be sent out via check to the address on file within 14 business days.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/11/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I closed my account earlier this year and Merchant Warehouse debited $133.94 from my checking account today. I requested an immediate credit to my account, but after they stole my money ******* in Customer Service said I will have to wait until they get a chance to send a check in the mail!!! I needed that money TODAY!

Desired Settlement: Refund of $133.94 PLUS $34 for bank overdraft.

Business Response: We have issued the requested refunds via check. The merchant account was closed down the same month (July 2012) the administrative service fee of $99 was due to be charged, and unfortunately that was not something we could waive for the merchant, but instead something that had to be refunded back. Once our accounts are closed, we cannot send credits via ACH any longer, which is why we weren't able to issue the refund through the bank account. 

Consumer Response:

I did finally receive a check for the $99 Merchant Warehouse debited from my account on August 23, 2012, but the funds taken from my account by Merchant Warehouse 4 weeks after my account with them was closed, without my authorization, caused my business checking account to be charged an additional $34 overdraft fee. I will not be satisfied until I receive compensation from Merchant Warehouse for the problem THEY created. A sincere apology would be nice, too.

 

 

Business Response: A check will be issued to the merchant in the amount of $34 for the overdraft fee. We apologize that our representative did not correctly explain the process of this charge and when it would be refunded back to the merchant. 

Consumer Response:

I have not received a check for the $34 overdraft caused by Merchant Warehouse. I was told by a customer service rep (via phone) that I needed to submit a statement, but I was not told how long it would take for me to receive the refund in the amount of $34. It is still not clear when, or how, I will get my money back.

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

10/4/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I own a small business, open 9 months doing Auto relocation brokerage. On 9/12/2012 I received my first charge back. I was not notified, I actually found out accidentally. I called to get some help on logging in to their portfolio manager and noticed that there was a charge back, when I clicked it stated $200 will be taken from my account and it was. I immediately responded to this charge back and was notified by the charge back department 3 days later that they leaned in my favor and that the money should be deposited on the 18th of September. On September 14th (Saturday) I received notification that ******** ******* had awarded another customer full refund due to no response to inquiry. Per ******** *******, this charge back was made back in August and said that they notified the processor which is Merchant Warehouse, One Point Account. When I call them, they do not know what I am talking about. ******** ******* said they can't help me, call Merchant warehouse. I ended up receiving 2 more charge backs. No notification. I logged into the portfolio manager and saw for myself again. On the mean time, we have the issue of these 2 other Charge backs. One that was won and never refunded and another that I was never notified about in the first place. I ended up receiving an over draft fee for the 2 last charge backs . I've spoken to *******, ******* ******. ******** *********, ****, ***** ****, ect. No one gives me straight up answers. They say I have many tickets open for research. Perhaps the fact that every time I call in, no one knows what is going on. Back in August we received notification that they has been compromised in some way and yet, I gave them the benefit of the doubt. I came aboard with this company back in April. I had to place a review on here for me not receiving my first deposit for 3 weeks (over $1300 total) Finally they came through. I had some issues last month with my rates. Apparently, they increased somehow. That and all of the sudden 85% of them are "non-qualified" so they've been pretty much rapping me for the past 3 months. Tonight 10/2/2012 I took a look at the statement that they have posted on the portfolio manager. They are stating that $233.40 will be deducted from my account tomorrow 10/03/2012. What I do not understand is HOW? I just got a rate reduction by ***** ******** on Sept. 5th. Now Every time I have called in no one has any updates for me.

Desired Settlement: As of this moment The Merchant Warehouse owes me $600. This including the $200 refund on charge back of 9/12/2012. I wish for this merchant to refund me in full. Also request that this merchant reviews the rates that they offered and compensate me for all overdraft fees caused by their negligence along with issue a credit to my account immediately of overcharging on the monthly fees.

Business Response: We have spoken with this merchant over the course of the last two days and have successfully located all of the missing funds. We are issuing a credit of $235 to the merchant for funding that was missing for a chargeback as well as an overdraft fee that was caused by another chargeback hitting her bank account. We have now completely rectified this matter and thank the merchant for her patience with us.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

9/30/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Merchant Warehouse failed to assist me with a sensitive situation, ignored my calls and emails about the situation, and closed my merchant account without notice. They claimed that they emailed me about the closing of my account, but used a mistyped email AND mailing address... The reason for closing the account could have politely been discussed prior to closing the account, and I gave them many opportunities to do so through my calls and emails, but they did not bother with it. I am a small business owner, too small for them to care enough about my company, and their action compromised my ability to conduct sales, since I can no longer accept credit cards. They handled this situation with a lack of communication and professionalism.

Desired Settlement: Even though I need a merchant account, I do not want for Merchant Warehouse to reopen my account. I do not want to do business with them again. I ask for an apology for treating me that way, and ask for a proof that they've cancelled the authorization to withdraw from my business account. I have read reviews about this company, saying that they often keep on charging business accounts, even after the business merchant account is closed. I do not want to have to dispute any future charges from them. I want to be fully done with them.

Business Response: I apologize for the way the closure of this account was handled - I agree we could have, and should have, done a better job. The account is now closed and the fees that were debited the first week of September are the last fees that the merchant will have debited out of the bank account on file. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/19/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been trying to cancel credit card processing with this company sine June/2012 and I cannot get a reasonable answer as to why a service rep needs to call me back instead of being placed one the phone with one.

Desired Settlement: Cancel credit card processing, and reverse charges dated back to June 2012

Business Response: I apologize for the way that this cancellation was handled. Mr. ***** is absolutely correct in that our cancellation procedure should involve waiting for calls back from our cancellation department and we need to do a better job of following up on these requests. I have put in the request for the fees for August, which were attempted to be debited on or around 9/4/12, to be waived on this account. The account is now closed and no further fees will be assessed.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

Thank you for handling this in a very timely manner. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

9/12/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: e-commerce credit card online processing

Desired Settlement: refund my account

Business Response: Due to the merchant's inability to utilize our website, we will be issuing a credit in the amount of $280, which covers the $25 monthly minimum and $10 gateway fee that has been charged each month. The $7.95 monthly service fee is a fee that is charged directly to Merchant Warehouse, which we then pass to our merchants, and cannot be waived. We apologize for the issues encountered and encourage the merchant to utilize our 24/7 support for all of our accounts to avoid this unfortunate issue in the future.

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

9/10/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am making A complaint against Merchant warehouse for holding my money that should have been sent to my bank. I have ask them send the money to me since I am no longer doing business with them.

Desired Settlement: Unspecified

Business Response: I apologize for the delay in sending funding to this merchant's bank account. We have submitted a request to our accounting department to cut a check for the funds due and that can be expected within 10 - 14 business days. If our lack of funding caused overdraft fees to the merchant, we can certainly cover those - I'll just need to have a bank statement showing those fees sent to me at **********@merchantwarehouse.com or by fax at ************.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/10/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am the owner of ***** ******, a small business that had been looking for a credit card company to process business transactions. I had spoken with a rep from Merchant Warehouse and followed all the proceedures to establish an account. We were promised a credit card imprinter which we never received and then we were charged a monthly fee and credit card fee's of 34.00. The problem was we had not even made the first transaction and the account had only been established for three weeks. During the third week after I contacted the company about the bill, they did reverse the charges and stated that they were going to overnight the imprinter. Six days later and I have not received the imprinter. I have closed out my account due to poor business practices that Merchant Warehouse has fallen under. I will be looking for a better credit card company.

Business Response: I apologize for the experience this merchant had - she is absolutely correct in that we handled this poorly and should have been more responsive and better at fulfilling her order. I'm very sorry to see her go; should she wish to come back to us, we will do everything in our power to make this right.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/8/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Merchant Warehouse has taken fees out of my account that I did not authorize to have taken out and therefore this is stealing! They did this last year and refunded the fee back in my account. Now this time their customer service is terrible and the night supervisor *** ********* is terrible her supervisor ******** does not return phone calls. This is ridiculous when I am the customer. I will not be for long!

Desired Settlement: To have the funds back in my account immediately!

Business Response: We have communicated with Ms. ******* through voice mail, email, and phone calls and have successfully refunded this to her. We apologize for the inconvenience this caused. We have requested that in the future Ms. ******* monitor her monthly statements and once we message everyone about this fee, she can contact us at that point to have the fee waived, rather than having her have to wait for a refund from us.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/3/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We (High Country Adventures, Inc.) use Merchant Warehouse to process our customer charge cards. The sales rep assured us that our batch releases would be deposited into our account the second business day after we batched. We now have a batch from 7/23 that they have not deposited as of today, 8 days later and Merchant Warehouse still has not released the batch.. they did not notify me of the hold and cannot give me a believable reason for sitting on those funds. I have been forced to not pay some of my vendors because of Merchant Warehouse' s capricious actions.

Desired Settlement: I want the funds deposited into my account today.

Business Response: We apologize for the way that your account was handled by our Risk department. We as an organization recognize that we need to do a better job in communicating to our merchants when issues arise and we are making a concerted effort to change this and ensure that we are providing world class service to every merchant that processes with us.  This issue has now been corrected, but we again apologize for the manner in which it was handled.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/30/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On July 17-18, 2012, Merchant Warehouse suffered a major systems error which resulted in duplicate charges on the credit card statements and against the bank balances of our customers. During this time period, we ran the credit cards of our customers using Merchant Warehouse's equipment and systems (MW is an Independent Sales Organization, meaning that they provide the gateway between retail merchants like us and banks that issue credit cards). Many of these transactions resulted in errors, which prompted our employees to re-run the credit cards. As it happened, the supposed errors were in fact charged to the credit cards each time they were run, resulting in duplicate charges that did not appear in our point of sale system. On July 20, 2012, we received an email signed ***** ********, co-CEO, which read in part: "We have identified a sub-segment of merchants who, due to the disruptions, experienced issues with duplicate customer charges, manual settlements, and voids. Our team is correcting all resulting issues and that should be completed within the next 24 hours. All transactions will be fully funded to your account within that time frame. Additionally, over the coming weeks, we will review each transaction impacted to determine if they downgraded due to latency in processing. I will commit proactively rebating your merchant account for any difference in fees occurred. " At no time did Merchant Warehouse actually identify any duplicate charges. All duplicate charges were identified to us by our customers or through painstaking research. One customer service representative said that 70,000 merchants were affected (nearly half of the 135,000 merchants they claim to serve on their website). In some cases, our customers gave up trying to use their credit cards and paid with cash or checks. However, their monthly statements will show credit card charges, too. We have diligently worked (spending to date 18.5 staff hours) to identify these customers and to refund their credit cards. For larger merchants or those without sophisticated cash registers, these transactions will be impossible to locate unless a customer reports the problem. It is easy to imagine that this MW problem will cost the customers of the merchants using MW services MILLIONS of dollars in duplicate charges that will never be identified. In fact, unscrupulous merchants have a strong incentive not to look for duplicate charges unless they are brought to light by the credit card customers. On two occasions, insufficiently trained MW customer services representatives incorrectly explained how to manually take a voice authorization over the phone (as a back up when the system failed). As a result, none of those charges were deposited in our account. The loss to us will be $500-$1000. Today, a customer service representative informed me that instead of automatically crediting our account for the fees charged to us in the duplicate transactions (MW got paid each time, then refunded the full amount to our customers, pocketing the difference), we would have to request refunds. To quote the representative, with so many merchants affected there was "no easy way" for MW to identify the fees to be refunded. This is in direct contradiction to the proactive fee refunds promised by the CEO, but after three weeks still not provided.

Desired Settlement: In addition to a full refund of all duplicate fees charged to us, MW should proactively contact all credit card users potentially affected by this problem to alert them to check their bills. They should also provide regular, account specific reports of adjustments and refunds to enable merchants to balance their accounts. Furthermore, due to the vast number of merchants and credit card customers affected, the should have their BBB rating seriously downgraded.

Business Response: As an organization, we can't apologize enough for this. Mr. ***** is absolutely correct in that we mismanaged this issue and haven't followed through with our promises as quickly as we should have. We are committed to providing world class service to all of our merchants and, by extension, their customers, and we fell short of that this time. 

Our expectation at this time is that the refunds due to merchants for the overage charged for these duplicated transactions will be credited to everyone by mid-September. It is our hope that this will occur sooner, but at this time we want to make sure we are setting proper expectations and would rather say the date is further out and if we get it into people's accounts (or as a credit on August month-end fees), then that's all the better.

Beyond the fees that are due to all of the impacted merchants (approximately 20,000 merchants use our payment gateway and about 25% of those were impacted), we recognize that many merchants and their employees spent many hours reconciling batches, missing transactions, and trying to make things right for their customers. In understanding of that and as a small thank you for having patience with us during this trying time, we will be issuing a credit of $500 to Mr. *****'s account, which will go right into the bank account on file in 5 - 7 business days. 

I again apologize for this error. 

Consumer Response: I appreciate Merchant Warehouse's response and its financial compensation seems fair.

However, this message is the only one I have received from MW. I have had NOT ONE communication from MW about their efforts to resolve this situation, and not one report indicating which charges they are reversing or have reversed. As a result, there has been a second round of duplicate charges, as adjustments were made to accounts that were already fixed.

Furthermore, during a more careful reconciliation of our account, we discovered duplicate charges on our account a few weeks before this major incident, which were quietly fixed by MW, without any notification.

So while MW is responsive in this forum, they show no change to their day-to-day business practices which means no communication or coordination. No reconciliation of what they think went wrong with our account or (presumably) the 4,999 other merchants who have been affected by this (by their own figures).

And I challenge them to show that there are not in fact thousands of end customers who trust that their credit card statements are accurate and have not noticed the duplicate charges and who were unlucky enough to make purchases at stores that have decided not to pursue refunds unless they are requested.

Yours,
***** *****
****** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/25/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 6 months ago I opened a merchant account. My cart was set up for credit card transactions after going through the approval process. About a month in, I realized no monies where being deposited into my bank account. On contacting MW, I was told my account was on a security hold. No good reason given. Long story short, (and already document with one BBB complaint) I closed my account. On doing so, I was told I would have to wait 6 months
to receive the money owed me. Standard charge back protection for MW. So I waited. It is now 6 months later and I am still waiting.

Desired Settlement: I want the money collected from my customers deposited into my bank account, immediately. With no additional charges. Dec. 28 $6.50 Jan. 1 $40.40 Jan. 5 $119.40

Business Response: We apologize for the delay in sending this funding to the merchant. We as an organization need to do a better job of following up on these matters - this merchant shouldn't have had to wait for us to release the funds to her, it should have been done systemically, and for that we apologize. The money was sent via ACH on 8/6/12, so it should be in her bank account now.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/25/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: You have got to be kidding me. This has been the biggest nightmare of my career as a small business owner. FirstData (Merchant Warehouse's processor) has been holding thousands of dollars of our funds for 10 business days now. I call every other day because they tell me to. Still no funds. They tell me they release the funds to my account every Monday when I call and deny having told me that the week before. They just keep putting it through
"3-5 business days" processes. Initial card approval (3-5 bd), security risk management (3-5 bd), funds release approval (another 3-5 bd), funds release (3-5 more bd). Meanwhile, they closed my account without any history of complaints, charge-backs or anything. Customers still need to be taken care of, and now we are almost $4000 in the hole because of it. They are trying to shut us down and wont even answer our calls to go over all of this . ** ****** was very unprofessional in handling this and side stepped every question and is now telling us 3-5 days, lol , We asked him to email this to us so we have in writing and guess what.. no email ..... maybe someone higher
in this company can call us up and help this matter .

Desired Settlement: we want our money deposited immediately as vendors need to be paid and our business is on verge of being closed due to merchant warehouse negligance

Business Response: We apologize for the issues that the merchant has experienced in regards to the Risk department and their handling of his account. The Risk review was initiated due to five customer disputes coming in against the merchant in less than a month's time. The money was released to the merchant, and was in fact requested to be released at the same time this complaint was filed. The funding has already hit the merchant's account and he has closed the merchant account with us, so this matter has been rectified.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/13/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This Merchant is a joke. I sighed up with them about a week ago, everything went good at first then I received a email from *** ******* Risk Analyst Merchant Warehouse *** ******* ******* *** ***** ******* ************* ***** He asked me to provide our websites privacy policy and we did and emailed him back the info within the same day well come to find out our account was placed on hold and he or anyone from there
company notified us when and why this happened. We have $512.00 that was supposed to be deposited into our business account. None of the funds have be deposited into our account and we have shipped merchandise out
to our customers. We spoke to our bank and our bank told us to report them to the Federal Bureau of Investigation Internet Crime Complaint Center (IC3) since the rules change anytime you have a checking account linked
to any business it becomes a federal situation so we did since there holding $512.00 USD of our money, no business is allowed to hold any money that has federal ties, meaning having any bank account linked with any business entity. Bottom line is there risk department is very unprofessional. No calls no follow up emails with us at all like I said I wouldn't of even known about this situation if I hadn't called in response to the money not being deposited.
I have been calling them for 2 days now to try and get this situation resolved all they do is give me the run around. We want our 512.00 put in our Account ASAP,we have shipped out the merchandise to our customers and have
not received our funds for the purchases.

Desired Settlement: To have the funds released to our checking account ASAP that they are with holding. Or we will press this issue with Federal Bureau of Investigation Internet Crime Complaint Center (IC3)

Business Response: We attempted to contact this merchant several times, with no success.  We did put through a release of funds for him shortly after the complaint was filed, so he should have already received that in his bank account. We apologize for the inconvenience experienced due to this issue. 

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.    

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

8/12/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: trying to cancel this account with merchant ware house merchant credit card company cont to charge me monthly fee 0f 16.94

Desired Settlement: cancellation of this account adjustment to the monthly charge they have been getting for at least 6 months.

Business Response: I apologize for the delay in getting this account closed down. We will absolutely honor the cancellation request as we received it in April. This means we'll be refunding the fees for April, May, June, and July. July is included in this because we were unable to stop the fees from coming out for this month, but this will be included in the total $67.76 refund that we will send via check back to the merchant. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/16/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: While my account has been closed on May 7th, 2012, the billing error/dispute has not been resolved by this company. On April 26, 2012, Merchant Warehouse charged $700 from my bank account. Merchant warehouse told us that there were two “refund transitions” totaling $700 on April 27 processed from the payment gateway “Authorize.net”. Since we were not aware of these two transitions, we promptly called Authorize.net who told us that they did not know about those transitions either. We then called Merchant Warehouse requesting a refund. Instead of investigating the cause of the transition error, the customer representative ******* **** provided two credit card numbers and asked us to charge the refund amounts to those cards to get the money back. After consulting with our legal advisor, we told Merchant Warehouse that we could not charge those credit cards unless the cardholders purchased services or products from us. We subsequently noticed that on April 27, 2012 there was another “refund transition” in the amount of $200. Again neither we nor the payment gateway company knew anything about this return transition. On Monday April 30 we called Merchant Warehouse informing them that they seemed to make those errors internally since no one else knew anything about those return transitions. Where I was on the phone, the customer service representative called Authorize.net and confirmed that they did not have records for those return transitions. After realizing that something wrong happened within Merchant Warehouse, the customer service representative transferred me to ****** ****** with the Technical Support group. ****** promised to investigate those return transitions, but he did not say when the money now totaling $900 would be refunded to my bank account. Later that day we called again to check the status of the investigation. The customer service representative seemed to be clueless about what had happened. Very disappointed about Merchant Warehouse’s customer service, we contacted our bank and requested to stop payment for those unauthorized transitions. After the $900 was refunded to our bank account, we closed our account with Merchant Warehouse on May 7, 2012 to prevent similar unauthorized and unexplained “return transitions” from happening. Recently however we start to receive letters from First Data Merchant Service collecting the $900 that we “owe” Merchant Warehouse. We called First Data Merchant Service and they said we have to talk to Merchant Warehouse to resolve the dispute. The Merchant Warehouse customer representative told us today (June 26 2012) that we need to pay them the $900 or the collection will go to our credit report.

Desired Settlement: Stop the collection immediately. Repair and compensate for any credit damages that they may have caused. Recognize and apologize for their mistakes. Compensate for my frustrations and many hours spent on the phone with their customer service, technical support, security department, with the payment gateway “Authorize.net” and the collection firm.

Business Response: We apologize for this error; the merchant is absolutely correct in that this happened through no fault of theirs. Once we were able to prove that on our side, we did request that all collection attempts be halted on this account, and we are currently awaiting resolution of that from the processing company that we work with, First Data. Once we have complete confirmation of this stopping, we will gladly issue a letter to the merchant to indicate that there will be no further collection activity on the account.  Again, we apologize for this error. Should we need to provide any other documentation to the merchant, they can feel free to contact me directly at: **********@merchantwarehouse.com or 800-941-6557 x ****.

Consumer Response: We welcome MerchantWarehouse’s acknowledgement and apology for their error which unfortunately was not delivered until we brought this issue to BBB, despite our numerous attempts to resolve this issue with them directly. We are looking forward to the letter from MerchantWarehouse.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

7/12/2012 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I recently filed a complaint about this company for BBB information only. Because I thought this company would keep thier word. I was told on tuesday that I would have my money in 24-48 hours. Its now friday and I still dont have the money in my account. The slow processing by this company has caused payroll problems and alot of aggrevation. I contacted the company several times to get this matter settled to keep from involving a third party; however this company has yet to pay me. They told me the funds had been released to my bank. My bank has not recieved anything. So now I feel like Im getting the run around, and I want all potential customers to be aware of this companies practices. I want everyone to know I batched $3,665.00 I owe this company $165 and its taking them all of this time to release the difference. Its unfair and bad business.

Desired Settlement: My first complaint was because of the terrible lack of communication, and slow payment. Now that the company has not released my funds in the 48 hour period that they said. I would like a crdit, apology, and I would like for thid company to get back on track like they have been in the past.

Business Response: We apologize for the issues experienced while dealing with our processing partner, First Data. It's extremely unfortunate that situations like this arise and we completely understand how frustrating it can be for businesses to not have their funding in a timely manner. While throwing money at a problem is never the right solution, by now you have already received the funding you were waiting on, so all we can do is offer our sincerest apologies and a $100 credit that will be sent to the bank account on file. You can expect to see this credit in 5 - 7 business days. Again, we apologize for the experiences you've had recently.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.


BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

7/12/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This company processed a charge for one of our clients and has yet to pay us for the charge. It has been a week since the charge was taken out of our clients account but they still won't pay us. They think we fraudulently charged our client. We are still fighting to get paid.

Desired Settlement: Apology and cash resolution.

Business Response: We apologize for the troubles this merchant encountered in receiving his funding. That's certainly not the experience we want anyone to have with us, particularly on one of their first transactions. The funding has now been sent to the merchant's bank account and we have closed down his account at his request.

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

This was not our first transaction with this business as their response makes is sound. We had multiple transactions. This was our second delay. This second delay was handled extremely poorly. Different officers of our company tried to resolve it with different associates of theirs and we were treated rude, in fact like we were doing fraudulant business. We still have not been contacted and offered an explanation or apology.

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

7/11/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently started a new landscaping business. I was going to use Merchant Warehouse for credit card processing. I went with the company because they had the lowest rates. (supposedly) The salesman told me specifically that $7.95 would be my monthly charge plus a one time charge to open the account. He failed to mention the monthly minimum of $25 after I asked specifically about all charges. I never would have opened the account if I was made aware of these minimums. I never processed a single card and cancelled when I received my first charge of $32.95 (not $7.95). ******* and ***** were the reps to help me cancel and issue a refund of $32.95 for the first charge. Great! They were very nice and assisting as I cancelled the account. No problem... Wrong! A month later, I'm charged another $32.95. Another nice sales rep refunds my $25 but informs me that there's nothing she can
do about the $7.95. I say fine! But it's not fine. I'm out $39.14 (assuming I'm refunded that $25) because a salesperson straight lied about charges to make a sale. I was told, they could waive the $25 minimum but I had already switched to PayPal for credit card customers. And I'd rather do business with a reputable company that doesn't lie to obtain customers.

Desired Settlement: $39.14 is the amount I have invested which has not yet been agreed to be refunded. $31.19 to open account and a $7.95 monthly charge I received AFTER cancellation (assuming they refund $25 as promised). I'd like every cent I've given this company returned and I would like the sales people to tell future customers the truth and not withhold information on additional charges.

Business Response: I've sent this to the supervisor of the sales representative with whom you set up your account. I apologize that you received misinformation during the setup process; that's not the experience we want anyone to have with us and it's a shame that was your first experience with us. If you would like to reinstate your account, we will honor the $7.95 fee (plus the applicable card fees as they come through to the account). We'd hate to lose your business over something we can fix so easily!

I have also confirmed that we've already put in the request for the second charge of $32.95 and you can expect that in your bank account in 5 - 7 business days. Should you need any further assistance, please feel free to contact me by email at **********@merchantwarehouse.com or by phone at 800-941-6557, x ****. ******** *********, manager of Client Services.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

I will say, your customer service is exceptional when an issue does occur! Thanks!

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

6/16/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: After contacting the company to inquire about potentially opening an account, I was told by ******** ****** that it wouldn't be any problem using a corporate EIN # to do so. After 2 days of phone calls, emails and faxes (application/ canceled check) , I was told I would have to supply my social security # to complete the account setup procedure. At that point, I politely expressed my displeasure for making me invest all the time and effort to procure the account. At that time, ****, the salesman continued to press me for the SS # insisting that was all that was remaining and they would "have me up and running, processing credit cards in my store". I reiterated that
I was going to use a personal SS # to set up a corporate account. At the point where I was told this was mandatory and a requirement by most every merchant, I might as well finish the process and be done with it. I told them
we were done and don't bother contacting me again. I continue to receive solicitation from this company which I have since, several times, requested for them to have no further contact with me. Now I have ******* ** ********* from Mechant Warehouse has taken interest in sending me emails SEVERAL TIMES stating " We spoke several months back about setting up credit card processing services for your business, and I wanted to check
in and see if this is something you're still interested in." I HAVE NOT TALKED TO HIM / HER..... EVER......... I AM SICK OF GETTING CONTACT FROM THIS ORGANIZATION AND HAVING UNWARRANTED FORM EMAILS AND ALSO "UNSUBSCRIBED" TO MONTHLY NOTICES. Now I have ******* ** ********* contacting me and tell me since I contacted their company ALMOST A YEAR AGO, that warrants them to continue contacting me. *Word Rejected*
then decides to write a personal bio in an email which is then followed up with a chest beating " We currently are the largest ISO provider, and use the largest credit card processor in the country. Who processes about 95% of  the nations merchants". blah blah blah........ I grew up in a restaurant ....... blah blah I requested 3 days after my initial contact with this company back in July 2011 not to contact me a they continue to do so. THIS IS BORDERLINE HARASSMENT WHEN SOMEONE HAS REQUESTED NOT FURTHER CONTACT REPEATEDLY. Can not be any clearer................... DON'T CONTACT ME.......... DON'T WANT TO DO BUSINESS WITH YOU.

Business Response: We apologize for the continued communication after the merchant requested we do not contact him again. We have made sure to unsubscribe the merchant from all automated emails and calls.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/23/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I contacted Merchant Warehouse for services processing my online credit card transactions and upon discussing the fees prior to signing up with sales agent ******** ***** I was given the following information: $10 per month from Merchant Warehouse and $7.95 per month fee for processing VISA,MC,Discover and AMEX with a 2.19% +$.25. I was assessed what i was told was a pass through charge of $79.99 without notification to me. Had I been aware of these charges it would have made no sense for me to begin service with them. When discussing fees with my sales rep ******** ***** I specifically asked multiple times about any additional fees outside of the fees listed above. I was told no on both occasions. I feel I was taken advantage of and given false information just to get me to start a account with them. It is the duty of the sale representative to accurately inform the consumer of the product they sell and in this case the product/service was misrepresented despite direct inquiry regarding the fees. When speaking with customer support the simply stated I signed a contract and I have to pay it. The contract is so full of legal speak that even after looking back at it I am un aware of how they came up with a $79.99 fee. I am in the process of canceling my account with them.

Desired Settlement: I would like a refund for the additional charges I received in the amount of $79.99. I did not willingly or knowingly agree to these charges.

Business Response: We apologize for the unsatisfactory experience this merchant has had with us. After reviewing the sales calls and the application, it was determined that even though the merchant did sign off on all of the rates that were charged, it was not made clear during the sales process what the merchant would actually see in fees from us. To that end, we are going to be honoring the 2.19% rate that the merchant believed was the only rate on the account. The refund for the month of April is $41.86. Once the May fees have been calculated and debited from our merchants, we can then issue a refund for those fees as well. The account is now closed.

Consumer Response:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #*******.

I would like to add to Merchant Warehouse that you may want to treat your customers with more respect with regards to these maters in the future you have unfortunately lost more then one customer and many potential customers in this case.
 
Regards,

***** ********

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/22/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I changed merchant credit card processing companies to Merchant Warehouse a month ago. I just discovered that thousands of dollars in credit card settlements have not been deposited into my bank account as provided for in my contract with them. When I called I was told that my account is "on hold" (a fact that had not previously been communicated to me) because I do not have a privacy and refund policy on my website. I DO have such a policy on my website at ***************************************************** . Regardless of whether or not I have a policy they had a duty to inform me that they are withholding my money and have no right to withhold it at all. I have been in business for 46 years and have been an authorized Visa, MasterCard and Discover merchant for 44 years. I have used several different processors during that time and have never seen such egregious behavior by any other company.

Desired Settlement: First, I want my money, with interest. Second, I have been wronged by this company. I want them to admit that and apologize for it. Failing that I will make an example of them in court. They should not underestimate my tenacity, as ***** **** and ******** ******* both once did, to their own dismay.

Business Response: We apologize for this unfortunate experience the Mr. ***** has had with us. Merchant Warehouse did not take the proper steps to notify this merchant of the approval conditions on his account and we did not properly tell him what steps to take in order to rectify the issue. The funds have now been released and the account should have no further problems. We hope that Mr. ***** provides us the opportunity to continue our business relationship and provide to him the world class customer service that we always strive to provide.

Consumer Response:

I appreciate Merchant Warehouse's acknowledgement of fault and their apology. However, I would have preferred that they communicate directly with me instead of just responding to the BBB complaint.



Regards,

**** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/9/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had a merchant acct with them. Switched it to a wireless terminal - ordered it VIA PHONE. They sent a converted cell phone that would not hold up in our environment. Sent it back w/o it being used the dame day - was told I had to pay a 35% restocking fee - for sending it back the SAME DAY. At no time did the sales rep, ***** ********* tell me there was a return fee. When I called to ask him about it, he asked me if I told "them" it was still w/in the 30 days. I told him they knew that and he seemed surprised. 2 days later he emailed me and said that was "their" policy. I sent an email stating I would file a complaint if they didn't return the fee. They have not (btw, I obtained a new terminal, read below). I did receive a reply from *****, which is at the bottom of this complaint, stating that they policy was on their site and that he was upfront and honest with me. I was not directed to the site about the return fee, and he was shocked when I was charged it, so either he's full of it, or he hasn't a clue what he's doing. I received an actual wireless terminal, that I had to pay over $600 for. The terminal would take up to 12 minutes to process a card. I called customer service and "****" told me that it's because there were too many people using their cell phones. I told him that was BS, I called other times and was told the same thing every time - I lost numerous cars in my drive thru coffee shop due to their poor service. No one would help. No one from tech would call me back. I obtained another merchant, with a new wireless machine and all transactions are instant. We tested both for 2 days side by side, merchant warehouse failed to process timely, again 2-12 minutes for 3 out of 5 transactions. Other machine goes right through. I obtained an RMA and sent their machine back,
yet again, within 30 days and am still getting charged 35% restocking fee. This company should have red flags painted all over it. It's a total scam and I'm out over $300 in "restocking fees", countless $100's in lost business
and about 2 pints of blood due to it shooting out of my eyes. ----Start of reply from *****---- *****, I will forward this email on. In regards to the rest of your e-mail. Just to make you aware again. Our restocking fee is listed
on our site. You should of seen this when you called me to buy the terminal. I have been nothing but straight forward with you about this account. Below is from our website, just wanted you to view this so you can see what
they are talking about: http://merchantwarehouse.com/about/warranty-returns Once again, I will forward this email on, and you can do whatever you find necessary from there on. ---- end of email ----- I called him....I didn't
go to a website.

Desired Settlement: I want the restocking fees waived and a refund of my monthly service that was basically non-existant. That's BS to tell someone it's on the website, when I ordered it from a person on the phone.

Business Response: We will be refunding the restocking fees that this merchant was charged. We apologize for the information about the restocking fee not being provided to the merchant at the time of sale. We do provide a copy of our returns policy in all equipment that is shipped out, but it is understandable that it is sometimes too late at that point to avoid this fee.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns.



BBB's Final Determination: Consumer accepted resolution offered by the business.

5/7/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I called the company in at the beginning of March 2012 to have them cancel services because I was unable to use them. I was assured that I would be refunded for February and I wouldn't receive any more charges. I was refunded $32.95 in March and now I am being charged $30.00 in overdraft fees from my bank because this company tried to take $32.95 from my personal checking account on April 3, 2012 and again on or around April 16, 2012. I spoke with someone from the company today and they assured me that my account had been closed in March. The representative I spoke with stated that she had no idea why my the company had tried to take $32.95 from my personal checking account on two separarte occassions in April 2012. This is causing me to have to pay more fees to the bank and I would really appreciate it if the company could resolve this problem in a timely manner.

Desired Settlement: I would like for Merchant Warehouse to refund the $30.00 overdraft fee that I have been charged by my bank. If they hadn't tried to take the money from my personal account after I had already canceled services with their company a month prior to, I wouldn't have incurred overdraft fees. The bank charges me a $15.00 overdraft fee per transaction and Merchant Warehouse made two attempts to take $32.95 from my account, which is why I now am being charged $30.00 in overdraft fees and if that isn't paid I might be charged late fees. Someone from their company could contact me as soon as possible to resolve this issue by calling ###-###-####.

Business Response: We apologize for the issues this merchant has experienced.

Our billing is done in arrears; the fees we attempted to debit the first week of April were for the fees for March 2012. When our merchants cancel, the page they are directed to clearly states that they will be responsible for the existing month's fees. (This can be found here: ********************************************************) When that first debit rejected back to us, we waited 10 days and then submitted another request to debit the fees in mid-April. This, too, rejected back to us and at that point we waived the fees. We also refunded one of the overdraft fees that were incurred on this account. At this point, we are considering the issue closed.

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/3/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I switched over to merchant warehouse on 4/11 I made my first charge of $100.00 I was already billed for their fee. It came up to $2.19 but I have yet to seen payment. I have charged $725.00 to date. I have yet to get paid. Every time I call I get a response of "We'll call you back" and they never do.

Desired Settlement: I'd like for this company to pay me in full for all my sales ($725.00) and request compensation for the frustration that they have put me through.

Business Response: We apologize for the experience this merchant had when first processing with us. The funds have now been released and there should be no further issues with processing.

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #*******.  I'd like to completely remove this complaint.

Regards,
******* ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/29/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Company representative, **** ****** - which apparently no longer works for the company, had emailed us an agreement which also says lowest prices guaranteed but the company has not lived up to their representatives emailed agreement.

Desired Settlement: Honor their original emailed agreement as per *******@merchantwarehouse.com in all of our charges - Our Merchant Warehouse account number is **** ***********. Our original charge was dated 02/20/2012.

Business Response:

We have spoken to this merchant and clarified the pricing structure that was quoted to him. The issue has now been resolved.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/20/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Account Associate, **** ******* totally messed up this account up right from the start. The original paperwork was completed on time, but we had to redo because of his error. This error cost me a massive amount of time to get corrrected and as a consequence delayed shipping the swiping device. That caused me to miss a regional show date and lost me an unmeasureable amout of potential sales reciepts. Had I known that this issue was going to be a problem, I would not have paid expidited shipping for card reader. After paperwork screwup, I received reader only after the show was over. But my main complaint is the following. **** said only a monthly fee $7.95 would ever be charged, which is in thier advertising. But in reality I was also charged an additional $30 fee which was never mentioned. After looking over the very first months billing statement that is when I noticed the extra "fee". This extra fee was never discussed with me during my conversations with **** and our discussions covered almost 2 months before I decided to go with "Merchant Warehouse" as my processor. After several emails requesting compensation for not only the paperwork snafu, and the billing discrepancy, I still haven't heard from ****. He always promised to be my point of contact with Merchant Warehouse. Once while trying to contact **** on the phone number he gave me, an other rude person said to not call this line again because it was a "sales" telephone line. Finally yesterday I contacted Customer service to cancel my account which she did, but then connected me to "Tech" support to try to get a refund on my swiper. Tech support says says swiper not be returnable since I didn't cancel within the 30 day cancellation period. Had I had been able to get a hold of **** or if he had returned my emails, I would have cancelled within the 30 day limit. I was just trying to go through the steps I was suppose to do as the person from Merchant Warehouse who answers complaints on this forum asks we business owners are suppose to do. Such as contacting Merchant Warehouse if I had issues before cancelling my account...That is exactly what I tried to do. Finally the 500 letter complaint form which Merchant Warehouse wants you to fill out with your complaint/cancellation is not enough space to allow a complete wording of any complaint you might have with them. I will be contacting the Missouri Attorney General about this company as well as sending in this complaint.

Desired Settlement: My desired out come is a refund of the cost including expidited shipping of the Merchant account swiper and the exoneration of any and all fees associated with the merchant account with Merchant Warehouse.

Business Response: We'll be sending a prepaid shipping label to this merchant so that he can return his swiper. Once we receive it back in stock and verify that it is in good working order, we will refund the original order less the cost of shipping.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/4/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: **** ****** was my sales person. He told me that I would be charged 25 dollars per month as a fee if I didn't sell 25.00 dollars worth of stuff. Sounded good to me and after much talking, I signed up and found out the "stuff" meant, if they didn't collect 25.00 worth of fees on the items I sold then I would be charged the difference. Very misleading and unprofessional approach. I was also quoted a price of 149.00 to start my account and that was to take care of the equipment charge and that was it. When I receive my bank statement I was charged 167.00. The extra was for rush shipping that I never requested. I called and asked that it be removed. They said there was nothing they could do, I said ok because I had just started with them and I thought it was an honest mistake. I had to change my bank info once I got a commercial account and I sent five faxes to them and everyone kept saying they were not getting it. I don't have a fax machine, I had to run to my bank every time. Finally, Tia found two of they in a spam folder nobody thought to look in, very frustrating. I have since been charged 32.95 for monthly fees three times to two different bank accounts and I have been with the company less than two months. The first time this happened was less than 14 days after my account was approved, it caused a bank account that I was days away from closing to be over drawn and then I was charged twice more to a different bank because they said they charged the fees and the didn't get the fees, and then refunded the fees, so they charged again. Why refund the fees if you didn't collect, very confusing. They gave me 75.00 dollars to stay with them after this experience and told me that I could talk directly to one lady and every time I have called since **** ********** has not been available.

Desired Settlement: I want a refund for the difference from what I was charged for my package (167.00) and what I said I would pay(149.00) =18.00. I want refunds for the fees that they have charged my account that I haven't received back yet, which is one 32.95 fee and one fee of 32.95 that they say is not going to be charged in early April (but i'm sure it will somehow). I want to return their equipment for a full refund at no cost to me (they send a box for shipping and no restocking fee of 35.00). They should never touch my account again or ever debit any money for anything from this day forward (including credits that they have given because I have wasted a lot of time with these people). Let me tell you, through all of this, I never processed one item with them. I was so busy back and forth with them trying to get my account set up and accurate and stop them from doing things wrong and talking to managers that i lost complete confidence a week after I got my package. All of this with not one item processed, I was terrified to see what they would do if I started making transactions and then others peoples money is involved and I'm responsible for that. Can you help?

Business Response: We have closed this account so that it will not incur the charge that typically is debited this week. One of the supervisors in our department is working on locating the $32.95 refund we've already issued, and we will issue the requested $18 as well.  Our tech department will be sending a prepaid shipping label out for the return of the equipment and once it is received back in stock and tested, we will refund in full.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.  The email does state "refund in full".  To me this means that there will be no 35.00 restocking fee.  I will receive the total 149.00 plus shipping.  If this is the case, I can agree.


BBB's Final Determination: Consumer accepted resolution offered by the business.

3/20/2012 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I was signed up with Merchant Warehouse at the beginning of January. I started processing orders on January 10th. When money started coming out of my account and nothing was going in, I new something was up. I received a call from ** that he wanted me to fax a receipt for one of the orders, so I promptly did. A few more days went buy and no funds were deposited. When I contacted customer service they told me my account was on hold. When I contacted ** again he said he would not release funds until all orders were received by my customers and they were happy. I stopped using Merchant Warehouse as my processor on the 13th. I shipped all orders and when they were all confirmed delivered, I once again contacted **. Since I decided that their service was inferior to what I was using prior and I would not keep them as my processor ** said he would not release my funds for 6 months. Since the total funds that they were holding was $446.80, I decided that would not work. My only option at this point was to refund all the orders (for which customers already received their product) and reprocess through my original processor. What a major headache, not to mention what it looked like to my customers.

Desired Settlement: I want a refund of all fees associated with this disaster from the discount fees to the Authorize.net gateway fee. I want a total of $29.59 put back into my checking account. Since the Merchant Warehouse never provided me the service I signed up for and I had to reprocess all credit cards elsewhere to get paid, they are at fault for all fees incurred to them through the other sources.

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I am holding you accountable for the fees that Authorize.net has charged me since you are the reseller for them. I would not have had an account with them if it wasn't for your company and the only reason this did not work if because of your policies. I am holding your company accountable for all fees including the discount fees I was charged for taking the credit cards initially. I have already charged all the credit cards through Propay and am paying the processing fees to them, since they actually gave me my money. I should not have to pay any fees for processing through your company since I was never in possession of the money, you were. And the only options that I was given was to wait 6 months or process refunds to all card holders. I should not have to pay the fees twice because of your companies policies. You dropped the ball, now you pay the price. I still want a total of $29.59 back and too bad I can't ask for reimbursement for the several hours of my life that I have spent dealing this crap.


 

Business Response:

We will refund the additional $14.26 that this merchant was charged by authorize.net. Typically, we do not make it a practice to refund fees charged by a third party, which is there has been a delay in releasing this check.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.


BBB's Final Determination: Consumer accepted resolution offered by the business.

3/14/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Late December 2011 I called Merchant Warehouse(WW) to terminate our merchant account. This was recorded and I was told to complete the termination form on the companies website, which I did and engaged the button to file the form. My account was continued to be billed for fees in January 2012. I again called and was told my request had been verbally received but not the "official" form from their web site. When I complained and asked again to discontinue the account and refund the charges, I was told I would not receive any refund and it was necessary to file the termination form again. Account termination would not occur before that was done. Again I filed the online form and again I am still being charged fees. This is the third month. I had no complaint with the company while doing business with them. When I first spoke with them in November 2011concerning changing to another service, I was given what I found was misinformation concerning a competitor, which I looked into prior to my December termination call. The situation has gone downhill since.

Desired Settlement: Refund of all Merchant Services charges made after January 1st ,2012 and discontinuation of account.

Business Response: We apologize for the error in not closing this account in a timely manner. We will issue a refund of $95.90 to the bank account on file. This refund is for January 2012 and February 2012 fees. The debit that hit the merchant's account on or around January 3 was for December 2011, and as seen on our cancellation website, all merchants are responsible for the fees for the month in which they cancel. The refund will be deposited into the bank account on file in 10 business days.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.



BBB's Final Determination: Consumer accepted resolution offered by the business.

2/24/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I applied for Merchant Services with **** ****** over 1 month ago. Initially he called me 2 times per day until I provided him my application which included my bank account and SS#. He said we would be up and running and able to accept Visa and MC in less than a week, that was over a month ago. I have called and left multiple messages with no return call. Today I noticed FRAUDULENT charges on my bank account today. These charges did not come directly from Merchant Warehouse, but they are the only company who has my bank account information. I did not receive a letter of denial from Merchant Services denying my application which is the law as I understand it.

Desired Settlement: This is a Fraudulent Company with horrible customer service. I will not do business with them, but I would like their BBB rating to reflect their actual practices

Business Response: Merchant Warehouse is disputing that this complaint is against us; we have no record of a charge to this merchant and her complaint specifically mentions another merchant service provider. We informed this merchant on 1/12/12 that the account was declined and there are no charges in our system for this account.  We have also emailed the merchant and have not yet received a response to the inquiry sent on 2/6/12 requesting more information.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/31/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I opened a New Merchant Warehouse account on 12/28/11. Since opening this account I have had numerous issues, from not being able to process credit cards for 9 days to not receiving any funds from Merchant Warehouse in my business bank account. My account was set up with the incorrect Merchant Account Number by Merchant Warehouse which resulted in not being able to process any credit cards via my virtual terminal for several days. After this was corrected I have processed $377 dollars worth of transactions since Jan 7, 2012 which none have been deposited in my bank accounts since inception. I have been told by Merchant Warehouse that my website was missing required information to process credit cards but no one has advised exactly what is missing. My website has been up for 2 years processing Visa & Mastercard via a different merchant provider with no missing information. I have called and emailed my sales agent ***** ***** numerous times to resolve this issue with my account but no resolution has been provided. I was contacted on 1/13/12 by a ** ****** in your Security Rick Management Department who advised that he needed a copy of the customer's invoices and billing information to verify service was provided for *Word Rejected*dollar transaction with my customer that occurred on Jan 7, 2012. My customer advised he was never contacted by Merchant Warehouse. ** ****** did not mention anything about my website missing any information. I am still waiting to hear a response back from ** in this so called risk security department. I have left a voicemail message on Jan 16, 2012 with no response. In the meantime this has caused me hardship due to me not being able to pay bills due to funds illegally being held by Merchant Warehouse.

Desired Settlement: I would like my $377 dollars deposited into my business bank account per the Merchant Warehouse Agreement.

Business Response: We were able to have this merchant's issue rectified and have his money sent to his bank account. We have also begun to review our risk-related procedures to ensure our merchants are being contacted in a professional and timely manner.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #*******.

Regards,

**** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/31/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My account was opened on Dec 12th, 2011. My site was reviewed and I was approved to begin collecting money through MW merchant account. It was a rather smooth process. However, around Jan 4th, I received a call from "security" saying my account was on hold because my site lacked store policies, contact phone number and a mailing address. Three things about this... 1. The store policies and contact phone number were clearly in the standard location and very easy to find. 2. The mailing address was not, because I didn't want to share my home address. I opened a PO Box to fulfill this requirement and protect my more personal information. It was added one day after the request. 3. These concerns were part of the approval process. Or so I was told. All should have been reviewed and address PRIOR to account opening and transaction collection. It is now, Jan 14th and I still have not seen a dime deposited into my bank account. I was told that security was verifying that my customers received what they paid for. (For two week now.) Why do they have the right to have my customers question MY business practices? I have been in business for a good seven years and that has never been an issue. I have delivered all product paid for. Always. Why are they not worrying about their customers getting what they paid for? After calls and emails, my issue is still standing.

Desired Settlement: I would like. 1. All the money collected from my customers between Dec 12th and Jan 5th sent to me by check total $166.30 2. My credit card refunded in the amount of $39 for account opening fees because they failed to live up to the agreement. 3. My bank account credited $31.37 for fees charged to process the money I am not receiving. 4. My account and the related authorize.net account CLOSED without further charges. 5. Not one more dime removed from my bank account.

Business Response:

This situation is understandably upsetting to the merchant and we apologize for the way it was handled. We have submitted the refund of fees that she has requested and she can expect that to be deposited into her bank account next week. Unfortunately, we are unable to release the $166.30 until the timeframe in which chargebacks can be filed has passed. This is a decision made by the Risk department and we are unable to change that decision. We apologize again that this was not clearly disclosed to the merchant upon account approval and that she has had problems in contacting our Risk department. Once the 6 months has passed, the funds will be released to the merchant.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/23/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up with Merchant Warehouse in the Spring of 2010 for credit card services. I was told via phone conversation with two different company representatives that the monthly fee would be $7.00 a month which is what drew me to the company. Also, the company ads on **********.com as a low cost credit service was also a lure. In two phone conversations I asked specifically if there was a minimum amount I need to process per month to maintain the service and I was told repeatedly NO! I checked with the company today wondering why I was being charged $39.94 per month and was told I needed to maintain a minimum of $2,000.00 per month to obtain the $7.00 rate. I was never told this. In my communications with one of their representatives on 12/12/11 I was offered a lower monthly fee plus a refund of two months which is unacceptable. I asked specifically did their representatives work on commission and I was told yes. These people deliberately lied with malice to earn a commission. What is acceptable to me is the company can charge me $7.00 per month-no service fee as I was told there wasn't one, for the months I was signed, refund the monthly difference and I am ending my affiliation with them as of 12/12/11. When I spoke to the company representative I requested the name and mailing of the CEO/President and was told they could not give that information out. What kind of legitimate company hides in the shadows? Someone in authority needs to scrutinize this company with a fine tooth comb. After reading numerous complaint blogs this behavior is common practice and than some.

Desired Settlement: Refund and on the company's website and on the websites they advertise on FULL disclosure of their rates and demand sales representatives to not outright lies to potential clients because they work on commission.

Business Response: This account has been closed and this merchant will no longer have any fees being charged to them by us. Unfortunately, the merchant did sign off on the fees that she is disputing, so we are unable to issue a refund. Attached is the signed schedule of fees wherein the $25 minimum discount fee was disclosed by the merchant, which is on the same page that was signed. Additionally, we have been sending statements to this merchant since May 2010 and the fees have not been disputed until the time when the merchant chose to close the account.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/20/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I attempted to find the address for this agency without sucess over 4 months ago to stop charging my bank account for services I did not use. I attempted to find their web site and filed a complaint with a wrong merchant before with the BBB in an attempt to stop charges to my account when I received absolutely no service from this agency for over 6 months. I sent stop orders as described on the website but no stop occured. It was not until today when they finally acknowledged that they were the agent who erroneuosly chaged my account for hundreds of dollars every months for no real services and made it next to impossible to find them because they do not identify themselves in their charge to my bank. It was only because of this identification that I was able to find the exact location of this business. I previously complained to the BBB of NJ as I could not find this agency until now. That complaint is listed as complaint #COMPLAINT ACTIVITY REPORT Case # ******** Better Business Bureau of *** ******. But since I had the wrong ageny it was closed. The only identification on my charge was "******** **** **** ****" no other identification and every attempt to find their name was futile.

Desired Settlement: I would like a refund check of 4 months of charges to my account when they made it almost impossible to find them on the web, or by phone. I realize I gave them my bank numbers but I had to wait 4 months before I could prove to the bank I wanted to stop this service and made every reasonable attempt to contact them to do so. I learned a valuable lesson to never again authorize a bank withdrawl without having the exact name address and contact information. Most merchants identify themselves when they withdraw funds, but this agency has multiple complaints on the internet for making nondescript charges which are almost impossible to track. It is only identified as "******** **** **** ****" if you look it up on ****** many people complain about these types of charges.

Business Response: We sincerely apologize for the trouble the merchant has had in reaching us. We send out paper statements in the mail to all of our merchants every month, and those statements include our address and customer service phone number. We also have our website at www.merchantwarehouse.com. The merchant was also able to call in for support to our customer service line in December 2010.

Typically we would be able to issue a refund with no problem, but unfortunately the merchant has not paid the last 3 months of fees that he is requesting be refunded to him. The fees for October 2011, November 2011, and December 2011 have been rejected back to us as unpaid from his bank. We will waive that balance and issue one credit of $32.95 for the month of September 2011, which will honor the merchant's request of 4 months of fees. We will close his account immediately and we hope that this will render the matter rectified.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #*******.

Regards,

**** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/19/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am Customer for Merchant Warehouse , I have 2 accounts , one for Retail and other one for selling on Internet , I have no problem with them for almost 3 months . suddenly they did not deposit the money coming through the internet from selling on ebay ($446.62) to my Business Checking account , I called many times asking what is the issue , They Give me Someone Phone Number His Name ****** and they told me to call him and leave a message and he will call you in 24 hours. I called him , left many messages , Until now 5 days with no response , I don't know why they don't deposit the money , I called my customers if they charge back , no body called and they happy . Now I stopped Selling on Ebay , My Business stopped , I am willing to close my both accounts # (************* * *************** ) and file charges againest them if I didn't Got my Money .

Desired Settlement: I need My Money Deposit in my Business Checking account and close my 2 accounts with them # ( ************* * *************** *

Business Response: This merchant must work with ***** in the security department at ************ in order to release any remaining funds that are being held. Both accounts are now closed.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********
 
Thanks , The problem has been solved .

Regards,
***** *******

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/2/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Having paid for Merchant Warehouse credit card services for several years at a reasonable monthly rates, seldomly using the service, they havemonthly debited my bank account for merchant account # *************** D/B/A ********** **** *****. Statement of monthly charges notices were mailed to me from Merchant Warehouse, * * *** ***** *********** ** *****. On 8/17/2011 I received a notice dated 7/31/11 that $99 adminstrative service fee would be charged from my bank account on Oct. 1 to "assist .. in becoming/remaining PCO compliant." The notice was not consistent with contract agreement which provided for 30 days written notice. I wrote to the above address on the notice Aug. 19, 2011 cancelling my merchant account and advising they were not authorized to charge $99. I received no response, and $99 was deducted from my business account. I called reaching customer rep. (****** *****) at ###-###-####, Ext **** who said they do not receive mail. She e-mailed me cancellation form which I faxed back to her, and assured me that she would refund. In a phone call to ******, she said there was no way to trace the refund. Numerous phone calls and e-mails have resulted in no refund; however, I received statement Dec. 15 from the Hagerstown address stating that $99 was put back in my bank account Nov. 10, 2011. My bank's headquarters has found no refund from Merchant Warehouse and they advise they cannot trace. Merchant Warehouse will not return my calls or e-mails. They also charged the $9.95 monthly fee to my account on Nov. 9.

Desired Settlement: Refund of $99, plus $9.95 unauthorized fee taken Nov. 9.

Business Response: We apologize for the confusion in closing down your merchant account. We will be issuing a refund in the amount of $128.85 to the merchant, which will honor the closure request sent in at the end of July. The refund covers August, September, October 2011. The statement sent for November 2011 was simply informational to show the $99 refund that unfortunately did not make it to the merchant's bank account. The $128.85 refund will hit the merchant's bank account in 3 - 5 business days. We again apologize for this issue.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #*******. However, If the required refund does not reach my bank acoount in the prescribed time frame, I will again be contacting you. Regards, ***** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/6/2011 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I opened a merchant account with Merchant Warehouse on 10/15/11. The representative,**** ******, told me about a credit care processor for $119 which I ordered.  I then received email notice that they had sent a processor costing $169.  When I called they told me that they could reverse the shipment and send the $119 processor, but that I'd have to submit AND PAY FOR the new order BEFORE what they'd taken out of my account for the $169 processor was refunded because they had to receive the $169 processor in order to process the refund.  In essence they would have the use of my money FOR BOTH PROCESSORS until they decided to refund for the processor I never ordered.  I canceled my account immediately.  I don't understand why the customer should be penalized for their mistake.  When I called, all I wanted was for them to recall the $169 processor shipment and send me the $119 processor I ordered, but I was expected to finance their mistake.  Their policy is a perfect way to lose a new customer.

Desired Settlement: I want an IMMEDIATE refund of the money they took from my account for the processor I did not order. Also I want them to WAIIVE ANY AND ALL FEES associated with the account I have never used, which is now canceled. I want to be notified as soon as this is done. I also want an apology, although I suppose this is too much to ask for.

Business Response: We are sending this merchant a pre-paid shipping label and will issue a full refund upon receipt of the terminal.

Consumer Response:

Better Business Bureau:







I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********

I accept the offer of the prepaid label, which I had already arranged today to be sent to me AFTER customer



service first told me I'd have to foot the bill to return the terminal.







I do not accept the offer to issue a refund when the terminal is received by the business.  I believe I am



entitled to a refund NOW.  I did not order this terminal in the first place, the mistake was the business's.  When I notified the business that they were sending me the wrong terminal, they said they would interrupt the shipment so that it would return to them.  Then, surprise, surprise, that didn't happen and now I've received it and have to deal with sending it back.  Now the business is holding my money which they had no right to in the first place.  I want a refund issued immediately and a written apology.



  , and I



don't see why I should have to finance the business's mistake. 



Regards,

****** ******

 

 

 

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]















Better Business Bureau:















I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #*******.















Regards,















****** ******

Business Response: A refund of $197.33 was issued back to the credit card ending **** on 11/8/11. The merchant should have already received this credit.

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/5/2011 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for Merchantware to process our credit card payments. My most immediate problem is they charged my customer's Master Card $2400.05 but never delivered it to my bank account. They are unethical because they held up processing another $8852.52 charge because they said they contacted another of my customers and he said the work was not done. I spoke directly to my customer who said he was never contacted. At this point we canceled our service. Merchantware said there was a freeze on our account and no credit cards were processed so when we changed companies we charged our customer the $2400.05. Only when our customer called to say we double charged him did we learn they processed the $2400.05 payment. Merchantware assured me the funds would be transferred to my bank in one to two days. They were not.

Desired Settlement: The best situation would be for my customer to get a credit on his Master Card bill but I'm concerned this will not be done in a timely manner. If within a week 12/7 he can not be given a refund they must send the payment to my bank account so I can give him a refund. In addition any fees associated with this transaction should be refunded to me. An apology is in order. Working with them has actually caused billing problems with two of our top customers.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

10/27/2011 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ***** ****** ***. has an account with Merchant Warehouse to handle credit card transactions by making direct deposit into ******* bank account. As of July, 2011, Merchant Warehouse has not deposited any funds into ******* bank account, which is at an estimated total of six hundred dollars, $600.00. Around September 26, 2011 I notified **** ****** of Merchant Warehouse that there was a transaction issue. Around October 21, 2011 the issue was raised to Mr. ******** supervisor, Mr. *** *****. Mr. ***** states the funds were deposited to account ending in ****, but Mr. ****** had stated earlier the funds should be going to the correct bank account ending in 3090. In summary, for the past four months, Merchant Warehouse has been holding Metro's credit card transaction funds. Merchant Warehouse has provided inferior services in resolving this matter and also plans to deduct service fees for services they have not provided.

Desired Settlement: ***** ****** ***. is demanding Merchant Warehouse deposit all credit card transaction funds ASAP, to the correct ***** ***** bank account. ***** is also demanding all service fees be refunded since Merchant Warehouse provided poor service and has collected interest off ******* funds since July, 2011.

Business Response:

We are extremely sorry for the delay we caused to this merchant's funding. We have been able to get the funds directed to the correct bank account by electronic funds transfer today, which means the merchant should have the funding in her account tomorrow.

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *******.

I have verified with my old BB&T bank account via the representative and my new WellsFargo bank account via on-line banking, and neither account displays a deposit made by Merchant Warehouse.  See attached screen shots which confirm my findings.

Regards,


******* ******


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/27/2011 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Merchant Warehouse did not process a legitimate order costing our business $5,000 today, and lied to me about there reasoning. When I called to speak to "**" he falsely identified himself as a manager and left for the day without returning my calls and causing immense damage to my bottom line. The customer service was lacking and not responsive. There decision to due this to my customer and our business is reprehensible.

Desired Settlement: Process the order immediately.

Business Response: This issue has been rectified between the merchant and our security department. The customer has been refunded.

Consumer Response: Better Business Bureau:

I have reviewed the response submitted by the business and have determined that this is the only response that I will get. What can they do to fix my relationship with my client that they permanently damaged? The fact is NOTHING! They can damage a business, get them in trouble with their suppliers and there is nothing that can be done to solve it. You will even let them keep their A+ rating for what they did to me. So in fact what is the purpose of the Better Business Bureau? Are you going to discipline them of sorts, or list this complaint for what it is. I bet you will list this as resolved, but it CAN'T be. The damage is done.
**** ****

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/15/2011 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have a website called ****************************, We are a social network, online auction, classic free TV service, and entertainment website. During my research into merchant processors, I learned that because we offer electronics on our auction site, this puts us into a "high risk" category. I informed the rep of this and made sure it was on all the paperwork in our contract. We were accepted, a contract was sent with all the paperwork. Just to make sure this company understood our business, I also talked to a supervisor and asked to talk to management to also inform them that we have online auctions and that there should be a clear understanding that we do this so. I was told by two additional reps that they talked to the manager, left him a note and that we were accepted, no problem. This company even went and set us up with a gateway processor - *************. Upon this confirmation we spent approx. $2500 on advertising, blog, and money to pass out post cards to potential customers. A little more than a week went by and users where complaining that they could not buy anything on our website. I called the processor who says that we were shut down due to having online auctions. Further more, a company they are using - ***** **** ******** ********, **** **** ******* ***** ********* *** ***** ****************** is now saying that they will not return any funds back to us that was spent on our account, and are holding it for 6 months minus cancellation fees and investigative fees. I was told by our attorneys that we definitely have a case here, but it will be expensive getting any money back and prosecuting them. Both Merchant Warehouse Inc. & ***** **** ******** services are complete ripoffs, liars, and thieves.

Desired Settlement: I want my money back. Both from the fees they collected from us via direct withdrawal from our bank, as well as the customers money they are holding. I also want a letter of apology for the file.

Business Response:

We apologize for the hardship this issue has caused to the merchant's business. We are unable to override the decision made by ***** ****** **** department, as they have determined that the merchant is running penny auctions on his website which are a non-qualified business type. While the merchant's application does say that he was running online auctions, it was not disclosed that he was running penny auctions. When this was discovered, the account went under review and was subsequently closed. While we understand the merchant cannot continue to process with us, he is likely able to find a processor elsewhere and will be able to continue to use his marketing materials at that point.

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # 8759590.

It was clearly stated that we dealt with online auctions, which is exactly what we do. Your sales reps looked at the website at my insistence where it clearly states online penny auctions. I also made sure that all three reps I spoke with talked to their manager and further explain the penny auction aspect of our company.  I was told that the manager was informed of my information via email and verbally.  I did more than complete diligence in describing my business model to sales reps / management at Merchant Warehouse, in which I was repeatably told "No problem with your account"  Furthermore, I just received a letter from ***** ********** *******, that they are holding onto our funds for 6 months minus cancellation & investigation fees. I demand this money back immediately.

Regards,

***** ******

 

 

Business Response:

In regards to the funds that are being held (a total of $60), that will be released at the discretion of the security department. ***** ******* ** ************ can help you with that, although funds can be held up to 6 months or longer to offset any future chargebacks.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/27/2011 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was in the process of selecting a credit card processing comany and had a lot of questions because I didn't know anything about it. I relied on the direct questions (and have e-mails to back up the "conversation") to the salesperson to provide me the answers. I specifically asked what the transaction fee I would be paying and was given 2 numbers depending on the type of card that was used. I relied on those answers in making a decision to go with this company and now I see that they were less than honest with their responses. The fees I am being assessed are significantly higher than in the salesperson's e-mail response. I tried to talk with the company to resolve the issue and was told that even though I asked what the fees were going to be, I apparently didn't ask the questions specifically enough and that their sales people are not trained on providing information concerning the higher fees. Apparently there are higher fees for business and govt credit cards and the information she provided to me was only for personal cards.

Desired Settlement: I would like the company to give me the fees that the salesperson implied would be the fees I would be assessed.

Business Response:

We apologize for any misrepresentation on the part of our sales representative during the application process. However, the merchant did sign off on a schedule of fees where all of these rates are listed. What we can do is lower the non qualified rate for the merchant down to 3.68% and honor that rate for all of the transactions that have gone to the non-qualified rate. This would mean the merchant can expect to receive a refund from us in the amount of $29.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/21/2011 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This company obtained our banking information as a preliminary step to establishing an account. As we never received documentation instructing us how to set up the account no account was ever established. This company has provided no service nor provided any product. NONE. Yet, they keep billing us for services. We have written several times and they have not answered our complaints nor stopped their charges.

Desired Settlement: They should immediately refund charges made and close account.

Business Response: We made a welcome call to this merchant on 3/31/2010, as the account had been open for just over a month with no processing. A message was left at the number provided in this complaint, ***** ********* ************* set up information was also sent to the email address on file, which is: *****************. Finally, we have sent 18 months worth of statements to: **** ***** ****** *** ***** ** *********** none of which have been returned to us by the ****.

We understand that the merchant no longer wishes to have an account with us and we will agree to refund the amount requested in the complaint and we will also close the account so that no further fees are assessed. By issuing this refund, Merchant Warehouse is considering this matter closed.

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #*******.

Regards,

****** *****

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/9/2011 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: MerchantWarehouse has been holding over 8000.00 in reserve account for over 6 months. Last day I processed with them was Februrary 2011 .The funds were never deposited and funds were taken without prior notice. In addition , Merchant Warehouse still withdraws money from my business account.

Desired Settlement: Refund /credit any funds withheld

Business Response:

We apologize for the delay in releasing the funds to this merchant. Our security department has reached out to her to confirm banking information and then is going to be releasing the funds.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/24/2011 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Issue # 1 - I completed the necessary paperwork to reinstate my account via email on 8/12/2011 to ******* ******. I was assured at the moment that it would take 3 business days to process the request and that once the request was complete, Merchant Warehouse would deposit my pending settlements from the month of June and July into my companys bank account and then , they would also submit a request for payment for their monthly fee of $32.95. On 8/23/2011, I called their customer service number and was told by a representative that the issue would have to be researched, although the account has been reinstated. I informed the customer service representative that this would be unacceptable because I was assured by the "Team Lead" ******* ****** acting as a supervisor that once the account was reinstated the settlements would be submitted.

Desired Settlement: I am requesting that my funds be deposited within my account immediately. I have supplied them with all of the necessary paperwork pertaining to my request and expect them to follow through with their actions.

Business Response: We apologize for the delay in getting this matter rectified. Our intention is to deliver the best service possible to all of our merchants and unfortunately in this instance we fell short. We did receive the results of the research ticket that was opened yesterday and the merchant can expect to see the disputed amount in her bank account by the end of business on Friday.

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #*******.

Regards,

***** ******

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

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