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Vantiv, LLC

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Phone: (513) 900-5205 View Additional Phone Numbers 8500 Governors Hill Dr  Mail Drop 1gh4ye, Symmes Twp, OH 45249 http://www.vantiv.com/ View Additional Web Addresses


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Description

This business offers electronic funds transfer services.


BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Vantiv, LLC include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 91 complaint(s) filed against business
  • Resolution of complaint(s) filed against business

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

91 complaints closed with BBB in last 3 years | 47 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 3
Billing/Collection Issues 46
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 42
Total Closed Complaints 91

Customer Reviews Summary Read customer reviews

9 Customer Reviews on Vantiv, LLC
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 1
Negative Experience 8
Total Customer Reviews 9

Additional Information

BBB file opened: February 26, 1993 Business started: 05/27/1968 in OH Business incorporated 05/27/1968 in OH
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Ohio Department of Insurance
50 W. Town Street, Third Floor Suite 300, Columbus OH 43215
http://www.insurance.ohio.gov
Phone Number: 800-686-1526

Type of Entity

Corporation

Business Management
Mr. Charles Drucker, President
Contact Information
Principal: Mr. Charles Drucker, President
Related Businesses
Fifth Third Bank
Business Category

Credit Cards & Plans - Equipment & Supplies Insurance Companies

Alternate Business Names
Card Fraud Detection Merchant Services SkipJack
Additional Information

This firm previously operated under the name Midwest Payment Systems. This company is a division of Fifth Third Bank which provides data processing and other services. A separate report on Fifth Third Bank is available upon request.

Industry Tips
Insurance (General Information)

Customer Review Rating plus BBB Rating Summary

Vantiv, LLC has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    10 Burnett Ct Ste 300

    Durango, CO 81301

  • THIS LOCATION IS NOT BBB ACCREDITED

    8500 Governors Hill Dr
    Mail Drop 1gh4ye

    Symmes Twp, OH 45249 (513) 900-5205

  • THIS LOCATION IS NOT BBB ACCREDITED

    2437 Old Fort Parkway

    Murfreesboro, TN 37129

  • THIS LOCATION IS NOT BBB ACCREDITED

    999 Vanderbilt Beach Rd

    Naples, FL 34108

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

7/21/2016 Billing/Collection Issues
7/15/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I filled out and sent back the close letter to the "sales executive" from Vantiv on 04/21/2016 for my account to be closed. On 04/22/2016, I received an email stating that he had received it and that the account would be closed. On 05/10/2016, Vantiv, thru MPS Billings Fifth Third, withdrew $103.85 out of my account, and then again on 06/09/2016 withdrew $53.85. On 06/10/2016 I called my "sales executive" and was told that he would contact his manager and get the money deposited back. He begged me not to go to my bank and dispute these withdrawals and stated that he would get back with me the next day. That didn't happen so I went to my bank on June 13th and found out that I only had 24 hours to dispute these. I then called Vantiv, and explained what was happening, and they stated that they never received the close letter until that day and that they were immediately sending the close information to their closing department and that I would be receiving my money back. Their representative also told me that I would be hearing back from them. When I didn't hear anything from them, I contacted my local Fifth Third Bank branch. Since their name was also on the paperwork I had, I was hoping that they might be able to help. As of today, I have put a stop payment on my account so that they cannot take anymore money, I have only received $103.85 of the money they took out of my account on 05/10/2016. I still have no written affirmation that the account is closed, and I am still waiting for the $53.85 that was taken out of my account on 06/09/2016.

Desired Settlement: I would like in writing affirmation that the account is closed and a refund of the money still owed to me.

Business Response:

Hello,

 

We have reviewed *** ******'s complaint.  *** ****** originally requested for her account to be closed in April 2016.  The May billing statement for $103.85 was for April's services.  *** ******'s account should have been billed the $103.85 for services provided in the month of April.  The June billing of $53.85 should have been the amount credited back to *** ******'s account, not the $103.85.  However since the credit has already been issued, we will not reverse the charge.  We will not issue any more credits or refunds.

 

Thanks,

**** *******

7/13/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been a customer of Vantiv formerly know as Element for years. Recently I decided to get new quotes on my merchant account due to rising prices. I called numerous times to get a new quote from your firm. But to no avail, I never received a call back or a quote. I choose to go with a new Merchant provider. I have been trying for several months to cancel my account with their firm. I have received nothing but rude and unprofessional service from their support team. I have asked on several occasions to talk with a manager to discuss the cancellation policy and was always denied the opportunity to talk to a manager. My contract with Vantiv / Element states there is a $500 cancellation fee if cancelled within so many days of the start date. The contract reflects no start date. I have forwarded the contracts to my Attorney, which has instructed me to attempt to try and get this account cancelled without fees. He claims this is a contract which does not allow for a cancellation which is highly illegal. If fees are applied he has recommended I take legal action and/or he will research for a class action probability. I am requesting my 2 accounts be cancelled immediately without additional fees and to cease and desist from deducting anymore fees from my checking account. Accounts: ***** ******* ***** * ******** ****** ** ********** ***** * ********

Desired Settlement: I am requesting my 2 accounts be cancelled immediately without additional fees and to cease and desist from deducting anymore fees from my checking account. Accounts: ***** ******* ***** * ******** ****** ** ********** ***** * ********

Business Response:

Hello,

We reached out to our Element department regarding this concern. They have reached out to the merchant directly and believe they have come to a resolution.

Thank you,

**** *******

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.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

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

6/29/2016 Billing/Collection Issues
6/21/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I was referred to call this company from my bank because they handle the fraudulent charges when someone gets a hold of my card number. I experienced HORRIBLE customer service from someone named Leon when I called the first time. He said he was going to "just order me a new card, stop charges to the account until my new card comes in and that's it." I asked him what they were going to do about the fraudulent charges made to my account (totaling $150.00) and he told me "oh we don't handle that" and this was after my bank told me that Vantiv handles their refunds and disputes. So after I cleared that up with the bank again, I called back, and I happened to get this same person on the phone again. He told me "there's nothing I can do to help you." The bank eventually had to contact them directly because they were being so unhelpful and rude to other people and me!

Desired Settlement: I would like my money to be refunded in full to my account. Total is $150.00.

Business Response:

Hello,

We have researched *** ******** account. Our records do show that the compromised card was cancelled and a new card was ordered and sent out. However, whereas Vantiv does take care of the disputes, we do not handle the refunds of the fraudulent charges. This comes from the bank that issued the card to Mr. ******* after we send a notification over, and this is the part that has not yet been done, which is an error on our end. A case has been filed as of today to be sent over to *** ******** bank. He can then contact his bank for further information on if this has been received and when his refund of the fraudulent charges will come through.

Thank you,

Todd S.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  But I would like you to know that I am a female as noted in the way I set up my complaint and my name is ********* ******* not ********. I received my refund via my credit union today.

Regards,

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

6/18/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I was a customer with them for several years through the salon I worked at. I had no choice but to use their services. I left that salon a year ago and haven't used their services since June 2015. I am constantly receiving billing charges from them even though I am not using their services. I called and spoke with a representative who was very rude to me and couldn't politely explain to me why I was getting charges. He tells me that the charge I received in May of 2016 was from my use of the services in 2015. I asked him if I could cancel my services, and before that I asked if I would get any fees for cancelling. He tells me NO. I no longer have paperwork from this company because I no longer use the services. I would hope someone who is representing a big company would be honest with their customers. He sends me a form to fill out through email to request a cancellation of services. I fax back and several weeks later I get a charge for $295. I'm assuming this is a cancellation fee. I do not appreciate being lied to, and if I needed to keep my account open in order to not get an obscene charge I would have. I get ANOTHER charge days later for $24.95!!! I am not authorizing any of these charges and will go to my bank to complain of these unauthorized charges. Please fix this company and their poor business practices and customer service.

Desired Settlement: If I authorized these recent charges I could understand, but if I knew I would be getting over $400 taken out of my account I would have kept my account open. I do not have this kind of money to be spending. I do not like getting taken advantage of.

Business Response:

Hello,

We have reviewed *** ******** complaint. In researching this, we have determined that the $295 charge was an early termination fee for cancelling prior to the initial 3 year agreement. It looks like the account was closed at the very end of May, which rolled the account over into the May billing cycle and generating a fee for that month.

The anniversary date for this account would be in November of this year. We can reopen the account, refund the $295 fee that was billed, and then have the account closed in November which would not charge an ETF again. The account would remain open for that time and generate monthly billing.

Thank you,

Todd S.

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I am however not happy that I will still be getting monthly charges for a service I am no longer using.  Is there any way to dispute those charges further? 
Regards,

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

Business Response:

Hello,

The merchant agreements specify an early termination fee on the contracts. If its closed prior to the 3 years specified, that fee will be assessed. We can either let it stand as is with the fee being assessed, or reopen the account to close it again in November to waive it from being charged.

Thank you,

Todd S.

Consumer Response:

 

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  If I can get the 295 back and reopen the account to have it closed in November that will work.


Regards,

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

6/13/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: We signed up with Vantiv in November 2015. They initially setup our company name, ******* ** ***** ***, incorrectly as Jerome H *****. This called numerous customer calls about what the credit card charge from Jerome H. ***** was. I called Vantiv and they said I need to fill out a form to request a name change and then it may take 2-3 weeks for it to be updated. I told them the application shows the correct name but they still insisted I had to fill out the form. I then requested to speak with a manager and so they corrected it. They put the owner's phone number as the customer support phone number so customers were calling the owner's number when they had a question about the charge. Again, this was correct on the application so I had to have them correct their mistakes again. They don’t notify us of Chargebacks that occur and told me that it was my responsibility to know that I had to search our accounts for chargebacks. I was never informed of this when signing up for the account and it is a process to have to go through and search for the actual chargebacks. No one ever told me any of this. They held $39,000 in funds and did not contact me once. I reached out two weeks after the transaction to see why we didn't get a deposit and it then took another week for them to reply to me. The biggest issue of all is they setup our account incorrectly so our Mastercard fees were astronomically more than with our old provider. I contacted them about this on December 11th and followed up multiple times to verify this was fixed. The issue did not get fixed until January 25th. The change they made on January 25th then setup our Visa transactions incorrectly leading us to get charged more fees for Visa transactions. The extra fees we have received because they didn't setup our account correctly is well over $15,000. They came to me with an offer to settle for $3,000 which is an insult for the amount it has truly cost our business. I have spent over 40 hours of company time trying to resolve all of these issues. So these costs are in addition to the fees we were overcharged.

Desired Settlement: We would like to be refunded the extra fees we were charged for the past three months because of Vantiv's error in setting up our account and failure to correct the error immediately when it was addressed. We would also like to terminate our account with Vantiv without having to pay an early termination fee due to the numerous issues we have experienced since switching to Vantiv.

Business Response:

Hello,

 

We have reviewed Mr. *********'s complaint.  I have spoken with several departments in regards to the issue.  Our chargeback team handled all chargeback's like they do for all merchants.  Notification goes out in the mail.  Vantiv doesn't call merchants for chargebacks, we do not have the man power to cover thousand's of chargebacks daily.  Our only hold on our side was for $8200, due to the fact we could not collect our billing charges.  As for the fees Mr. ********* is claiming owed, we don't agree with that dollar amount of $15000.  If Mr. ********* wants to provide a detail list of all fees, I can forward to our accounting department for review. 

 

Thanks,

Todd Shumate

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


The chargeback is resolved.  I think it's poor business practice to not explain to customers that they will not be contacted about chargebacks especially when they don't guide them through how to find them.

The funding withheld was a large transaction that they were requiring the invoice, credit card number and the customer's phone number to contact our customer to verify the funds should have been charged.  We were never notified these were being withheld because they tried contacting the incorrect number and didn't try the number on our application or the email address on the application.  I found out about it because I didn't see the deposits coming in so I had to contact Vantiv.  

He also did not address the list of issues setting up the account that I had to work through and deal with customers issues for.  Since I didn't receive any sort of response for that, I am assuming Vantiv is taking full responsibility for those issues and that should be factored into waiving our termination fee.

In regards to the overcharged fees, attached is my calculations amounting to $9,000.  This does not include the October transaction totals and the 80+ hours I have spent on all of the above issues.  We would be willing to settle at $8,500 and the termination fees waived.


Regards,

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

Business Response:

Hello,

 

We have reviewed Mr. *********'s response.  Merchant processing fees are all contracted fees.  We are not processing a refund for processing fees that were set up at the time of the contract.  There wasn't an over charge of fees or any fees charged to Mr. ********* that were not contracted.  There is not a refund owed at this time.

 

Thanks,

**** *******

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Vantiv admitted to their mistake multiple times and did not correct that mistake for over a month causing our company an overcharge in processing fees.  This was admitted that it was their fault and they offered settlement for a fraction of the true cost at the stipulation that we continue business with Vantiv for the remainder of the contract.  Now they are denying everything and acting as if they didn't do anything wrong.  Vantiv did not act promptly to correct an error that was gross negligence by any company in the merchant processing field and then compounded the mistake by taking well over a month to fix.  There were multiple attempts to verify this was corrected with no response and finally when I received a response, the representative told me that they made the mistake and didn't get it corrected.  He said that they would make us whole for their mistake but then a month later gave us a minimal settlement offer and required us to continue to do business.   We want our account closed and all fees caused by their incompetence by the entire Vantiv team to be refunded.    

Regards,

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

Consumer Response:

Here are some communications with the account rep.  After my initial contact on December 11th, he sent an email (*** ********** ************) saying that he is following up every day or two to make sure it gets resolved.  I then had a call on January 15th, 2016 in which multiple people were on and that is when I was told it was finally corrected over a month after I reported the issue.  He said he will be working with the accounting department to figure out the funds to be reimbursed.  If you need the other people on the call, please let me know.  It was two representatives from the partner bank (Fulton Bank) who was working closely with Ben ****** our account rep.  The offer to settle for $5,000 was made on the February 22, 2016 call that I have the invite attached. 

Business Response:

Hello,

 

We have reviewed Mr. *********'s reply.  I contacted Ben ******, whom Mr. ********* mentioned.  Mr. ****** advised they are working with Mr. *********'s bank on a settlement and will continue to work through them for a resolution. 

 

Thanks,

**** *******

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

There have been talks of a settlement but nothing has happened yet.  I don't want this complaint to close and then our issue never get resolved.

Regards,

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

Business Response:

Hello,

We do not intend for this complaint to be closed until a settlement has been reached between Mr. ****** and the bank. We will continue to monitor the issue until there is a resolution found.

Thanks,

**** *******

Business Response:

Mr. ****** has advised that the bank partner is working to setup a meeting with Mr. *********. The estimated resolution should be within the month of June.

Thanks,

**** *******

6/10/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I gave this company my account information to have my payroll check direct deposited to this prepaid card. I received a notice through email that stated my check was rejected because it was over 1000 dollars. I then contacted my employer and was told that they had not received my payrolls funds back. I then contacted the prepaid card company and was told that they were holding my funds for 24-48 hours then it would be sent back to my payroll. I'm not understanding why they would do that if they rejected my funds

Desired Settlement: Return my funds back to payroll immediately

Business Response:

Hello,

 

WE have reviewed Ms. *****'s complaint.  We are a credit card processing company, this complaint is talking about payroll deposits.  Vantiv, doesn't have any payroll deposit functions.

 

Thanks,

**** *******

6/2/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I signed up with Vantiv DBA ***** ***** ********** in June 2014 on the recommendation of my bank I have done business with for 28 years. The first three months there was a small savings but in time the fees continued to grow. In August 2015 there as a huge jump in my fees. I watched it continue to be around the same in September so in October I started to call my salesman and merchant services to try and get an explanation to. I tried to get statements which I have never had access to. I tried to access the online account. Was told repeatedly that the info was being sent via email and never received any info. My main concern I just wanted an explanation. I was told the fees had gone up because of the interchange rates that they have no control over. It was the credit card companies. Then I was told that maybe it was because my processing amounts had gone up and was even told if they had gone done my rates could increase. I was told it was because of the types of cards I was processing. I did a spread sheet of the processing amounts and my fees from the time I stated in June 2014 until Feb 2016.Not from statements because they will not produce more than the last two months but from my bank account. For the exact same dollar amounts of processing my UNBUN fees since August increased on the average of $200 a month. I have shown break downs of the fees For example if you are supposed to pay $2.00 for interchange fees Vantiv is charging $2.85. Then they bill me again for the .40 of my processing on the monthly billing charges. They are double billing me and when I show numbers they get nasty and say they are not arguing with me. I tried to cancel was threatened with legal fees of $8400 for 1yr and 4 months left on my contract. The bank manager has also tried to get answers for me thru her contacts and has hit the same brick walls. They did offer to reduce my rate if I resigned another 3 yr contract. Still with no explanation of the fees I am being over charged.

Desired Settlement: First I didn't start out wanting to leave the company. I just wanted someone to look at the statements and reimburse me for what I was being overcharged. I would still like this to happen. I would re-sign at the lower rate they offered but only if they reimbursed me for what they have overcharging. If this cannot be resolved please stop holding be hostage to these outrages fees and let me save myself $400 a month with lower rates from another company, Let me out of the legal fees.

Business Response:

Hello,

 

We have reviewed Ms. *****'s complaint.  Can Ms. ***** please respond with the merchant identification number associated with her business?

 

Thanks,

**** *******

Consumer Response: [My merchant ID number is *************



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.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

**** *****

Business Response: Hello, After reviewing Ms. *****'s account, we had a member of our Loyalty department reach out to her directly. They have agreed upon a reduction of fees and a refund in the amount of $169.00. Ms. ***** has agreed that this is a reasonable solution, and we consider the matter closed. Thank you, Todd Shumate

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Yes they said they would refund my $169.00 yearly membership fee and reduce my rate. In my contract my yearly fee is supposed to be $99 but was charged $169. I just received my monthly charges still no rate reduction or a refund of the $169. This was supposed to take place as of April 1st. 

 This company did not send me any statements for a year and a half. I had to fight and finally started getting statements as of December 2015. I was told I received notice in my June 2015 statement that my rate was being increased. How could I know that if I did not receive statements. Also was told if I had called when I received my notice of the rate increase they would have lowered my rate. They refuse to refund me the extra percentage they have been charging me since August 2015. This has increased my processing fees on the average of $200 a month.  This is the most unscrupulous company I have ever dealt with. I have also found out there is many clauses in the terms and conditions that make it almost impossible to get away from them even with a 90 day notice of non renewal of my contract when it is up. If I don't give them first right of refusal to similar terms but NOT contract time they can on demand debit me for 5 times the amount I paid in processing fees for the whole year prior to my cancellation. 

I agreed to the rate reduction and $169 being refunded because that was all I could get them to do.I asked to receive this in writing. Never received anything , I was just told it was done. I am stuck in this contract with this very unscrupulous company with no way out so I had to agree to at least have lower fees until they decide they want to increase them again which apparently by the terms and conditions is whenever they see fit. But still I was charged outrageous fees this month . 

absolutely un resolved! 

Regards,

**** *****

Consumer Response:

To clarify what I would like ultimately I would like all of the charges from the higher percentage they have charged me since August 2015 refunded. My yearly fee is on my contract as $99.They charged me $169 I would like the $70 difference refunded. I would like to be released from my contract as soon as possible with no Liquidated damages. I just want to be done with this company. 

They told me they would refund the $169 and lower my rate is all they would offer me. This has not happened. I also sit now for the third time this year with no credit card service because terminal problems. Last month and this month machine was supposed to be over nighted. Still have yet to receive the machine. I was just told it would be yet another day. Last month it took 4 days. There is no dealing with this company.

Business Response:

Hello,

 

We have reviewed Ms. *****'s response.  In speaking with the inside sales team, it could take a full billing cycle (30 days) for the discount and refund to process.  We will monitor for this upcoming billing statement for completion.

 

Thanks,

**** *******

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 When I signed my contract for three years it was for a rate of .085. I was not told about the clauses in the terms and conditions (nor given a copy of them) that stated they can raise their rates whenever they see fit. I signed on with Vantiv because the manager of *** that I have banked with for 28 years recommended me to sign with them. In August 2015 my monthly processing bill jumped to $200 more than normal. As well as each month after. I tried repeatedly to get my statements or access to the online sight. I finally to  received 2 statements for Nov and Dec 2015 in December. In January I got access statements from July 2015  Many phone calls to vantiv for an explanation with no answers except that ********** and **** raised their rates. They are federally but not processing companies.So if **** and ********** raised their rates my bill would have maybe gone up $10.00.
  I finally after contacting BBB was told from Vantiv that in June I received notice that my rate was being raised by .0050. I never received any statements!!!!! all of this and told my rate was raised to 1.5.to Not until contacting BBB did I receive all of my statements from the beginning of my contract.  I was that if I had called them when I received the notice of my rate being raised they would have lowered it if I had called them. How could I have called for a rate reduction if I did not know it was being raised. Beside that I tried repeatedly from September to find out why my bills have increased. If they had given me answers when I first started calling I would not be out the more than $1000 I have been over charged with this higher rate they put on my account.  This is why I would like the money they charged for the rate increase refunded. 
 On April 10th I spoke with Robert ****. he told me they would NOT refund the money to me from the increase but would refund the $169 yearly fee. ( Which in the contract was stated as $99. )I never did get an explanation of why they debited my account $169 instead of $99.  He also said they would reduce my rate to .50 with no contract extention. I requested paper work never received any. I ask that the rate be effective April 1st.  I was told thru an email no paper work need it was all done. So when the 2nd of May came my account was debited for the monthly processing fees. The amount was no less than it has been for the last 8 months. Now they say I have to wait for the billing process. I will not accept anything releasing them from this BBB case until I actually see them do something they say they are going to do. I would aslo like it stated in writing my reduced rate  with no contract extention and no rate increase until my contract is over, 
 Also I would like them to take out of the terms and conditions of my contract number 27. The paragraph stating they have right of first refusing when I do not re new my contract with them. 




[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

**** *****

6/1/2016 Problems with Product/Service | Complaint Details Unavailable
5/13/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I signed a contract with 5/3 to process charge cards for my business beginning of February 2016. at the time of contract review I was given the rate of 2.25%+$0.05 transaction fee for credit cards and 0.00%+$0.20 for debit cards. after receiving the terminal and started processing cards, I noticed that the debit option is not working and everything is processed as credit!! As I disclosed, I am paying much higher rates for credit transactions. I called them and explained the situation and they said that I can not process debit transaction at all due to some issues with the chip cards, but they were working on it to fix it. they didn't give me any time frame. I have been doing my current business for over four years and my debit transactions are 60-70% of my card transaction only 30-40% are credit transaction. If I had known that debit feature of the new account would not work at time of signing the contract, I would have negotiated a much better transaction fee rate for the credit card transaction. I have called them many times to ask for rate adjustment and every single time they kick to other departments just to find out that I wasted 2 hours of my day.

Desired Settlement: I want fifth third to activate the Debit feature of my account immediately and If they are unable to do that, I want to amend the contract so that the credit card fees are lower.

Business Response: ******* *******
12:49 PM (1 hour ago)

to me 
This is strictly a Vantiv complaint, please transfer this to them. 
Thanks,
  *******  

Business Response:

Hello,

 

We have reviewed Mr. *********** complaint.  I have referred this issue to my technical support manager for review.  Once he provides me an update I will respond immediately. 

 

Thanks,

**** *******

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

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

Business Response:

Hello,

 

We have reviewed Mr. *********** response.  In order to correct the debit issue, Mr. ********* needs to contact the technical support team and have an amendment filled out and we will be able to provide an acceptable debit for processing.  We will have someone from out technical support team reach out to Mr. ********* to help resolve the issue.

 

Thanks,

**** *******

5/13/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I set my account up with Vantiv because they were referred to me by *** *** bank with whom I have by business account with and ever since I have had nothing but problems with the services they have given me. The problems first started when I would get locked out of my online processor and I would have to wait on hold for an extremely long time, sometimes even over an hour, to even get through to a customer service representative. There were also times where after waiting on hold for that long period of time, as soon as a representative picked up the phone they would immediately hang up before you could even speak, so I would have to call back yet again and wait on hold for an extremely long time. There were some days that instead of waiting on hold for an excessive amount of time I would literally wait until that night after their processors reset so I can log in at that point and run all of my credit cards that evening which is incredibly frustrating. When I signed up with Vantiv I was told by their representative that I would get an easy credit card processor with great customer service support if I ever needed it and that is most certainly not the case. After growing increasingly frustrated with their services I reached out to speak with someone their (again after waiting on hold an excessive amount of time) and told them I would like information about closing my account. They were quick to then tell me that I am in a contract and would have to buy myself out of it and that they would have someone call me with the information in regards to that so I could make my decision. I then received a call from a Vantiv service representative named Timothy *****. Mr. ***** told me that it would cost me around $1,800.00 to get out of my contract which is up in January 2018. I then told him that I believe this is an excessive amount to close the account especially taking into consideration how horrible their customer service is and how difficult it is to reach them when I need them. He told me he has heard all of this before but unfortunately there is nothing he can do. At that point I advised him that I will keep my account open and pay my monthly and yearly fees but I am not processing on my account as I can no longer use their service as it is pretty much worthless and I need a company who has better customer service than they do as more and more customers chose to use credit cards and I need to be able to process them without getting locked out and waiting on hold for hours and hours for help. He then told me if I didn't process they would charge me extra fees. I then told him that if I was charged extra fees for no reason I would be contacting the bbb and attorney general as they are not allowed to do that. Mr. ***** then stated if I contacted the bbb or attorney general they would send my account to collections. I then ask him how they could send an account to collections when I never refused to pay, he then stated and "because that's just what we do". At this point I was beyond angry so I told him to leave my account open for now and got off the phone with him and immediately started trying to get ahold of a manager there. I literally had hours and hours speaking to representatives there and being placed on hold and transferred so many times that I lost track but every representative there that I spoke to told me that what Mr. ***** had told me is incorrect they are not allowed to charge me extra for not running card transactions and they surely cannot send my account to collections without any outstanding balance. Finally, after hours of calls I got through to a manager by the name of Sara ****. I told her my story and experience and she said also stated they were not allowed to charge me extra for not processing or send my account to collections when I have no overdue balance and that she would speak with someone higher up about closing my account without me having to pay the fees due to everything I had experienced with their company. I was told she would get back with me with in a couple of days. After 2 days I did not get a call back from her so I called in and spoke with her again and was told she had people looking into it and she would get back with me later that day. I then again did not get a call from her that day so I called and next day and was told it could be another couple of days they were still looking into and she would call me early next week. I told her I would like a call Monday 03/21/2016 either way. I never received a call from Ms. **** or anyone from their establishment on Monday as she told me they would and this is just another prime example of how horrible their customer service is from the bottom of their company to the top! I own a company, we also record our calls and I know it does not take this long to pull a call log and review a case and at this point I highly doubt they are even looking into it. I want my account closed and all associated fees waved as no company should have to go through this and tolerate their horrible customer service.

Desired Settlement: I want my account closed and all associated fees waved as no company should have to go through this and tolerate their horrible customer service.

Business Response:

Hello,

 

We have reviewed Ms. ******* complaint.  This is currently being researched by all departments involved.  Once we are able to resolve the issue, we will provide an updated to Ms. Toler as well as the BBB complaint. 

 

Thanks,

**** *******

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I have not been given any resolution to this claim , all they indicated is that  they are looking into it which is what I have been told for 4 weeks now from their company, I also get told I will get return phone calls and that never happens either.


Regards,
******* *****

Business Response:

Hello,

 

We have reviewed Ms. ******* complaint.  The decision was made by our retention team not to refund any liquidated damages or the early termination fee.  The contract states of those fees being charged if the contract isn't fulfilled.

 

Thanks,

**** *******

5/13/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have a Merchant Processing account with this company and on the original application to open account with them they make you sign an agreement that you have to read from there website and it lists the website address. On the website contract it states " You can terminate this Agreement at any time without a termination fee or penalty" . This is very misleading as I tried to close my account they asked me to pay over $1800 in fees. In there original contract they also make you sign that you "understand it's terms and agree to be bound by them (including terms that we add or amend from time to time without notice). They are making you sign an open ended contract that they can change whenever they want without notifying you and you are bound to whatever they change it to in order to have a credit card processing account. I believe this is a very dangerous contract to sign and strongly advise other consumers not to work with this company. The contract that I read online when I originally applied was different than the contract they emailed me when I tried to terminate the account. This is illegal and I should not be held accountable without a physically signed early termination fee contract.

Desired Settlement: I would like to end my contract with this company without paying the excessive early termination fees. I would also like to see them update there contracts so they have to be physically signed and not have to agree to something that can be changed on there website at anytime. Open ended contracts are very dangerous for the consumer. The very first page of the contract states "You can terminate the agreement at any time without a termination fee or penalty" This is very misleading and was not honored in my case. The contract that I read online when applying was different than the contract I received via email when I tried to terminate my agreement.

Business Response:

Hello,

 

We have reviewed *** ******'s complaint.  *** ****** makes reference to an online contract that states something different then the one he signs.  We are not aware of any online version of a merchant contract.  If *** ****** can provide a copy of the contract he signed that doesn't match our version, we will research further. 

 

Thanks,

**** *******

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

They said they are not aware of the online contract but they have since updated the online contract and deleted the entire first page that stated you can cancel anytime without fees. The website contract address is http://info.vantiv.com/rs/048-BUR-972/images/VNTV%20-%20MPA%20-%20SM%20Terms%20and%20Conditions%20%283.2016%29%20%281%29.pdf   


This is my main concern with this company, they make you sign a contract that they can change at anytime online and can not provide me with a physically signed version of the contract I signed. The contract that I signed just stats that I have read the online contract and that I agree with it's terms but the contract can be changed when ever they want just like it was since I have made this complaint.

I would like to cancel my services with this company but they have me locked in for three years and the cancellation fees cost more than if I just stayed with them and didn't use there service. When the cancellation fees cost more than using there service I believe that it is excessive and would would not recommend anyone do business with this company because of this.

Regards,

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

Business Response:

Hello,

 

We have reviewed *** ******'s response.  What *** ****** has provided is a copy of the Vantiv Terms and Conditions that go along with the written and signed contracts.  The last update to our terms and conditions was in March 2016.  I have emailed a copy of his Vantiv contract to *** ****** at the email address provided on this complaint.  I can't cancel his contract without penalty based on the contract and terms and conditions that go along with the contract.

 

Thanks,

**** *******

5/13/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I recently found out that Vantiv opened two merchant accounts in my name with lease through ***** ****. Both merchant accounts I have no record of nor do I have the equipment that ***** **** states I have. I have paid early termination fees for both these (non-known) accounts. However, I had four accounts with Vantiv that also were closed with NO termination fees. I attempted to call Vantive, and each person that I asked for supervisor put me in the merchant id voice mail loop or hung up on my call. There is no option to get to termination department. I would like someone to call me to discuss the matter of potential FRAUD.

Desired Settlement: All fees refunded from all parties involved; both Vantiv fees and ***** **** fees for entire lease and termination.

Business Response:

Hello,

We have reviewed *** *****'s complaint.  We found 2 merchant accounts that were attached to the address listed on this complaint.  The first one ending in  **** and the second ending in ****.  The account ending in ****, contract signed 9/26/13 listed DBA of ******** ** ******, shows a terminal **** *****.  The MID ending in ****, contract signed listed DBA ** ******** ** *******, shows a terminal ******** ***.  This listed equipment is on the signed contract, along with the terms and agreements by *** ***** on 9/26/13.  The accounts were open and active until March of 2016.  Vantiv was never contacted by *** ***** in regards to not receiving any equipment or not wanting to process on either of these merchant accounts.  *** ***** will need to work with ***** **** in order to rectify the lease agreement.  We will not be issuing any credits to this account.

Thanks,

**** *******

5/6/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am starting all over again because I was typing and then it disappeared. I don't know where my complaint went but if you get it twice, you know why. I sold my business in Nov. of 2015. I sat with the new owners and spoke on the phone with (mercury) at that time. They have apparently merged with Vantiv. My bank contacted me months later to report that Vantiv had been debiting my account for services. I contacted them by phone and they told me they did not receive written notice. I do remember them faxing or emailing a transfer form on the day I was speaking with them with the new owners. I do remember filling it out but do not remember how I sent it back to them. They say they never received anything. I spoke with a Josh L. and he sent me the form again and I signed it electronically and emailed it back. I did get confirmation that it was received. I have requested more than once to mail me or email me a statement so I can see what I owe and for what. I have not done business with them for six months. My last email from them was April 14th from Sydney S. She said she is waiting for a response and will let me know. I left a message on her phone yesterday, May 3rd and emailed her this morning, May 4th. I have not heard anything. I am only requesting a statement and in the meantime, I believe I owe them around $50.00 (a monthly charge I guess), but without a statement, I am not able to send it because they will not forward me where to send it too. I hope you can help me.

Desired Settlement: I am asking for a statement to be emailed to me or mailed directly. I want to see what I owe and for what. I have not done business with this company for six months. I want something in writing that states my account is closed permanently. I have given them my mailing address and my email more than once. Thank you.

Consumer Response: My complaint was resolved yesterday.  After six months, I finally have confirmation from them that the account is closed and I will no longer be billed, so I would like to withdraw my complaint. 
Thank you,
***** ********

5/6/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I called customer service on rate issues over a month ago. I called several times and was advised that someone in the billing department or rate department would get back to me. It now has been a month and all a get from customer service is that that department is busy with this issue and I will send an email to that department for follow up to me. The reference number is 8192671

Desired Settlement: call back with reduced credit card rates

Business Response:

Hello,

We have reviewed Mr. *******'s complaint.  We have contacted Mr. ******* today and worked a review of his rates.  This issue has been resolved.

Thanks,

**** *******

5/3/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We entered into a fixed rate 3 year contact with Vantiv in September 2012. After many months of not receiving statements and Vantiv's continued ACH billing withdraws, we called their customer service number to request paper statements to be sent so that we may monitor our charges. We only received around 6 statements per year we were under contract. Random itemized fees like "Rebates, Corrections, and Misc." fees and "Products, Comm, Prog and Other Fees" that are not outlined in our contract were included on these billing statements; amounts varying from $10 to $50 on almost every statement starting in 2014. After multiple calls into their customer service line and constantly being transferred to different representatives who would have their "manager contact me by email" or they would "email me the statements" to have the issues addressed, nothing was ever resolved. A few months prior to the 3 year contract end date, they raised our discount rate from 2.15% to 2.66% without consent or without any written disclosure. After attempting multiple times to cancel our service with Vantiv by phone after the contracted end date(September 2015), I was once again sent from representative to representative without resolution. This continued for a minimum of 2 more phone calls. Finally, in December 2015, I contact the company who referred Vantiv to our business, and they were able to provide me with a cancellation form. This form was mailed to Vantiv on December 17th, 2015. Vantiv finally cancelled our service on January 8th, 2016, and ACH a $295 "early termination fee" to our account, even though we have not been under contract since September 2015. Additional details about our problem are outlined in the desired outcome section.

Desired Settlement: To be repaid for ALL fees not outlined in our contract: Here are a few: 1. $295 Early termination fee - we concluded our contracted term in September 2015 2. Charged twice in 2015 for the Compliance and Regulatory Fee ($50 each time) - this should only occur one time per year - this fee appears once on April 2015 statement, and once on June 2015 statement -- this also occurred on April and June 2014 statements -- overcharge total for this fee was $100 3. ALL "Rebates, Corrections, and Misc." fees and "Products, Comm, Prog and Other fees" - these fees are not included as part of contract - May 2015 statement: $10, then changed itemization to "Assessments" on all 2015 statements. Without having received all statements, it's difficult to determine how many overcharges for these fees occurred. 4. PCI Non Validation fee was to be $10 per month for the months we were not PCI compliant, but we were charged $19.95 on July-Nov 2015 statements 5. Discount rate was adjusted to 2.66%; contracted discount rate is 2.15% --- This rate increase began on the May 2015 statement, and continued until Dec 2015. This rate is shown on our 2015 statements, even though we did not consent, it was not disclosed, nor was this adjustment included on our contract. 6. As stipulated in our contract, we were not to pay a minimum monthly charge - they charged this fee off and on throughout the entire contract. Because I only received around 6 statements(instead of 12) per year, it would take hours to calculate all months we were charged for this. This fee was usually $10 per month, and this may be linked to the above "random other fees" charged. It should be Vantiv's obligation to be burdened with the duty of calculating how many of these overcharges occurred, considering they are the only company with access to the missing statements. We want to be refunded for all overcharges and a reasonable additional amount for the +80 hours spent over the last 3.5 years attempting to resolve matters with Vantiv's neglectful and unresponsive representatives.

Business Response:

Hello,

 

We have reviewed Ms. ******* complaint.  Ms. ***** needs to outline exactly what her desired settlement needs to be in dollar a dollar amount.  We can address the fees and ETF that Ms. ***** is referencing in her complaint, however Ms. ***** needs to be more specific in what amount she is requesting. 

 

Thanks.

**** *******

Consumer Response: Emily Piaga:

With reference to the complaint ID********, I spent a few hours collecting the overcharge amount information from the billing statements we received.

The total amount overcharged was as follows:(dates reference "Statement Period")
-May 2013, July 2013, April 2014, Feb 2014, April 2015, June 2015 - charged for "Annual PCI Compliance Support Fee" and "Compliance and Regulatory Fee" - $50 each fee, overcharged $150 

-Beginning 2012 - charged "Assessment" twice on each statement, sometimes listed as "Network Acquire Fee" and/or "Minimum Charge Assessed", a charge would be listed on one page and another would be on a separate page making it difficult to notice the double charge - YTD on Dec 2014 statement Assessment charge is listed as $100, plus $10 additionally listed elsewhere -- Overcharged $30 for 2012, Overcharged $100 for 2013, Overcharged $100 for 2014

-Same Assessment fee continues for all of 2015 (except Dec 2015)- Overcharged $110

-"PCI Non-Validation Fee" was to be $10 per our contract -- charged $19.95 beginning July 2015 - Overcharged $49.75

-As part of contract, no minimum monthly charge was to be applied -- Oct 2012, Nov 2012, Dec 2012, Jan 2013 - we were charged for minimum monthly charge - overcharged $76.53

- $295 Early Termination Fee - we were not under contract - overcharged $295

- Unlawfully Increased Discount Rate from 2.15% to 2.66% - Began in May 2015 -- overcharged $54.42



TOTAL OVERCHARGE AMOUNT = $1,035.70

 

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

Business Response:

Hello,

We have reviewed Ms. ******* response.  Below is our response to the charges Ms. ***** is referring too in her complaint:

1. The total amount overcharged was as follows:(dates reference "Statement Period")
-May 2013, July 2013, April 2014, Feb 2014, April 2015, June 2015 - charged for "Annual PCI Compliance Support Fee" and "Compliance and Regulatory Fee" - $50 each fee, overcharged $150

Our response: Both of these fees are listed on the merchant agreement - Page 2. Additional Fees pricing

2.  Beginning 2012 - charged "Assessment" twice on each statement, sometimes listed as "Network Acquire Fee" and/or "Minimum Charge Assessed", a charge would be listed on one page and another would be on a separate page making it difficult to notice the double charge - YTD on Dec 2014 statement Assessment charge is listed as $100, plus $10 additionally listed elsewhere -- Overcharged $30 for 2012, Overcharged $100 for 2013, Overcharged $100 for 2014 -Same Assessment fee continues for all of 2015 (except Dec 2015)- Overcharged $110

Our response: Network Acquire Fee is assessed by Visa / MasterCard.  It's a fee that is passed through to the merchant (meaning Vantiv doesn't make any money on this fee.) It is billed at 10% of transactions or a minimum of $10 per month.  Monthly minimum charge is referenced in terms and conditions, under additional pricing information.  It outlines that they will get charged $10 per card type per month (if the processing fees don't cover $10 for that month).

3. "PCI Non-Validation Fee" was to be $10 per our contract -- charged $19.95 beginning July 2015 - Overcharged $49.75

Our response: Notification of the fee increase was provided on April 2015 Monthly Service Invoice

4. - $295 Early Termination Fee - we were not under contract - overcharged $295

Our Response: Page 5, section 6a of the terms and conditions states that the initial term of the agreement is 36 months, with auto renewal of periods equal to the initial term.  Section 6b details the Early Termination Fee of $295 for               de-conversion of the account. 

5. Unlawfully Increased Discount Rate from 2.15% to 2.66% - Began in May 2015 -- overcharged $54.42

Our Response: Notification of the fee increase was provided on the April 2015 monthly billing invoice.

We have addressed all of Ms. ******* complaints.  We have concluded that there was never an "overcharge" and therefore no refund is due.

Thanks,

**** *******






















 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 


 

 

 

 

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 


We closely reread our contract, and determined the following:

1. The total amount overcharged was as follows:(dates reference "Statement Period")
-May 2013, July 2013, April 2014, Feb 2014, April 2015, June 2015 - charged for "Annual PCI Compliance Support Fee" and "Compliance and Regulatory Fee" - $50 each fee, overcharged $150

Our response: Both of these fees are listed on the merchant agreement - Page 2. Additional Fees pricing - WE AGREE WITH THIS RESPONSE:

2.  Beginning 2012 - charged "Assessment" twice on each statement, sometimes listed as "Network Acquire Fee" and/or "Minimum Charge Assessed", a charge would be listed on one page and another would be on a separate page making it difficult to notice the double charge - YTD on Dec 2014 statement Assessment charge is listed as $100, plus $10 additionally listed elsewhere -- Overcharged $30 for 2012, Overcharged $100 for 2013, Overcharged $100 for 2014 -Same Assessment fee continues for all of 2015 (except Dec 2015)- Overcharged $110

Our response: Network Acquire Fee is assessed by Visa / MasterCard.  It's a fee that is passed through to the merchant (meaning Vantiv doesn't make any money on this fee.) It is billed at 10% of transactions or a minimum of $10 per month.  Monthly minimum charge is referenced in terms and conditions, under additional pricing information.  It outlines that they will get charged $10 per card type per month (if the processing fees don't cover $10 for that month).WE AGREE WITH THIS RESPONSE: 

WE ACKNOWLEDGE THE NOTIFICATION ON OUR MAY 2015 STATEMENT, BUT BECAUSE WE HAD A CONTRACT IN PLACE, THIS FEE SHOULD NOT INCREASE WITHOUT A NEW CONTRACT. :3. "PCI Non-Validation Fee" was to be $10 per our contract -- charged $19.95 beginning July 2015 - Overcharged $49.75

Our response: Notification of the fee increase was provided on April 2015 Monthly Service Invoice - WE ACKNOWLEDGE THE NOTIFICATION ON OUR MAY 2015 STATEMENT, BUT BECAUSE WE HAD A CONTRACT IN PLACE, THIS FEE SHOULD NOT INCREASE WITHOUT A NEW CONTRACT.

4. - $295 Early Termination Fee - we were not under contract - overcharged $295

Our Response: Page 5, section 6a of the terms and conditions states that the initial term of the agreement is 36 months, with auto renewal of periods equal to the initial term.  Section 6b details the Early Termination Fee of $295 for               de-conversion of the account.  WE SENT AN EMAIL ON JUNE 11TH, 2014, TO VANTIV CUSTOMER REPRESENTATIVE(KALI.BERENS@VANTIV.COM) STATING THAT WE ARE NOT INTERESTED IN EXTENDING(RENEWING) OUR CONTRACT WITH VANTIV.  SEE ATTACHED FILE(2016-03-17_103053.JPG).  THERE IS NOT A PAGE 5 SECTION 6A OF OUR TERMS AND CONDITIONS; THERE ARE ONLY 

 

5. Unlawfully Increased Discount Rate from 2.15% to 2.66% - Began in May 2015 -- overcharged $54.42

Our Response: Notification of the fee increase was provided on the April 2015 monthly billing invoice.
THERE WAS NOT NOTIFICATION EXCEPT SIMPLY ADJUSTING THE RATE ON OUR MAY 2015 STATEMENT; WE HAD A CONTRACT IN PLACE, THIS FEE SHOULD NOT INCREASE WITHOUT A NEW CONTRACT. THERE ARE 2 ADDITIONAL ATTACHMENTS FOR REFERENCE ON "PAGE 5" OF OUR CONTRACT.

***** *****

Business Response:

Hello,

 

We have reviewed Ms. ******* response.  The terms and conditions we are referring to, is a separate documents than the contract itself.  The early termination fee is outlined in the Terms and conditions, not the contract.  The contract, terms and conditions also allow Vantiv the right to increase fees, such as the PCI compliance fee, as long as notification was made within 30 days.  A new contract is not required to raise fees.  And the lastly, Ms. ***** was notified of the increase in  discount rate on the April 2015 statement.  It appears on page 2 at the bottom of the statement.  At this point, there isn't an "over-charges" or fees owed back to Ms. *****.

 

Thanks,

**** ******* 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  


Our contract has terms and conditons outlined directly on the contract; implementation of other additional terms and conditions was not agreed upon on our contract, nor provided to us during the contract signing or any other time since.

We gave notice to Vantiv that we were not interested in renewal and/or extension of our contract over a year prior to contract end; the contract should have never renewed and therefore the early termination fee is not valid. 


Regards,

***** *****

Consumer Response: We signed a 3 year contract in September 2012, which ended in September 2015.  The official cancellation occurring January 2016.  I mention this because I'm not sure how it is relevant to provide your specific request.


The attachments contain the agreement outlining the contract terms and conditions. Also, there is an additional attachment that shows email correspondence that occurred June 11, 2014, which states that we were not extending our contract with Vantiv. 


Business Response:

Hello,

 

We have reviewed Ms. ******* response.  As previously stated, the full terms and conditions are in a separate document that is provided to the merchant.  The contract doesn't list the full terms because of the length of the document.  There are not any over-charges owed, because all fees were outlined as well as noted changes within 60 days on a billing statement.  We consider this matter closed.

 

Thanks,

Todd Shumate 

Business Response: Date Sent: 5/3/2016 10:11:05 AM
Hello,

 

We have reviewed Ms. ******* response.  I have attached a signed copy of the Terms and Conditions Acknowledgement that was signed on 9/12/12 by the listed owner Matt *****.  We consider this matter closed. 

 

Thanks,

Todd Shumate

Consumer Response: Better Business Bureau:

We did not receive nor agree to any additional terms and conditions; the only terms and conditions we received and agreed to are listed directly on the contract. 


Regards,

***** *****

Business Response:

Hello,

We have reviewed Ms. ******* response.  I have attached a signed copy of the Terms and Conditions Acknowledgement that was signed on 9/12/12 by the listed owner Matt *****.  We consider this matter closed. 

Thanks,

**** *******

Business Response:

Hello,

Attached is the statement message from April 2015 along with our terms and agreements that goes with every contract signed.

Thanks,

**** *******

5/3/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Vantive was the backend processor for Flint Processing Company, and on February 18, 2016, authorized 7 transactions to be paid to us, and on February 29th, I received an e-mail from Flint that Vantive canceled the settlement. Flint said in the e-mail that the transactions were handled correctly, but Vantive canceled the deposit, also known as the settlement. I have spoke to Vantive about this matter and they said there is nothing they can do. I do have all of the Authorizing codes that Vantive gave for the transactions, they said I most likely cannot collect them. I would appreciate it if you can do something for me about this, as I believe that those AuthCode's meant that they approved the transaction, and I should have know right then when the customer was standing in front of me that their credit card was going to be approved or not.

Desired Settlement: I would just like them to pay for the credit card transactions that they approved. Thank you.

Business Response:

Hello,

 

We have reviewed Ms. ********* complaint.  Can you please respond with the Merchant Identification Number you are referencing in the complaint?  I was only able to locate one that ended in ****, which was closed on 8/13/2015.

 

Thanks,

**** *******

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]


For Vantiv's information, my merchant number associated with these transactions is:  **************.  The date I have problems being paid are all on 02/18/16, and there are a total of 7 transactions.  The total dollar amount of these transactions is $324.16.  I appreciate your help with this matter.  

Regards,

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

Business Response:

Hello,

 

We have reviewed Ms. ********* response.  I have referred this issue to my technical support manager.  He is currently reviewing the issue and will provide an update on correcting it soon.  Once I receive an update I will provide another  response. 

 

Thanks,

**** ******* 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I am waiting for his next response after a technician looks at the complaint.  They are not finished on their end.......

Regards,

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

Business Response:

Hello,

 

We have reviewed Ms. ********* response.  My technical support manager advised that we do not have a contract with Flint that will allow us to process the 7 missing transactions.  Since Flint handles all of Ms. ********* processing, they would need to push those transaction's through.  Vantiv doesn't handle the processing. 

 

Thanks,

**** *******

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

If you review my initial complaint,  Flint had a contract with Vantiv as their backend processer, and on February 18th,2016, they approved my 

transactions, and then I received a notice from Flint that Vantiv cancelled the settlement. 

Well, how am I suppose to know that after the customer walks out of my store with the merchandise.  Whose fault is it??????   Is it Flint??? Who used Vantiv as the backend processer, or is it Vantiv????? They approved the transaction and then cancelled.  And this is not made evident to me at the time I am processing the customers credit card.  I am very upset at the run around that Vantiv is giving me over this deal.   I have talked to them on the phone, and they are mad at Flint over something, but I demand my payment as I can just not go back and collect my product from the customers that have been used up, and I was given approval to let them walk out of my store with a payment in hand...........

Regards,

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

4/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Vantiv sent us our form ****** in the mail. Upon investigation the numbers they were reporting as our gross dollar amount processed did not match that of our own records. I called Vantiv. I explained the situation to the first customer service rep and she said "Well what do you want me to do about it?". I asked to speak with someone who could answer my questions and handle the issue. She said she would transfer me to the correct individual. She transferred me back to the main menu which I had already been on hold with for about 10 minutes with prior to speaking with her. After doing the same prompts a second time I wound up speaking with a different customer service rep. I asked to speak with a supervisor. She told me "I don't have a supervisor" and then hung up the phone. I called back again and after going through the prompts a third time I got through to yet another customer service rep. I explained the situation and she told me to send my issue to ************************, which I did three days ago and have not heard back. I told her this was a major discrepancy and I needed to speak with someone about it now. She told me the person who handles this type of situation was not there. I asked to speak to a supervisor, she said he was not there either. I asked to be put through to the supervisor's voicemail. She transferred me back to the main menu again. At this point I have already spent close to 2 hours dealing with this situation, getting hung up on, and being put on hold. Absolutely ridiculous.

Desired Settlement: We just want to talk to someone about this issue!

Business Response:

Hello,


We have reviewed *** ********* complaint.  I have referred the complaint to our 100k department.  Here is their response:

"The ***** would show GROSS volume for all merchant accounts he has with us sharing that same TIN.  It would also only include the cards we actually pay for him.  Therefore it would show different amounts."

Based upon the ***** team's response, this matter is closed.


Thanks,

Todd S.

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.   

The response "
"The ***** would show GROSS volume for all merchant accounts he has with us sharing that same TIN.  It would also only include the cards we actually pay for him.  Therefore it would show different amounts."

This response is vague and unclear. I am uncertain as to what they are even trying to convey. We only have one merchant account with that TIN. What does it mean "cards we actually pay"? The ***** provided to us includes all the cards attempted to process even the declines and does not reflect any refunds made.

I have spoken with our 3rd party CPA firm and they were able to verify this based on the ***** provided to us from vantiv, our bank statements, and or records from vantiv. This issue needs to be resolved and two sentences provided to me 4 weeks later after a better business bureau complaint does not cut it.


Regards,

**** *******

Business Response:

Hello,

 

I have reviewed the response by *** *******.  I have referred his account to our Tax Department again for review.  I will respond as soon as they provide me an update. 

 

Thanks,

Todd S.

3/31/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I opened my small business in March of 2014. At the time I signed up with Vantiv because I was a long time customer (>15 years) of ***** ***** ****. I was unsure of many things in this new business venture I was undertaking but Fifth Third had proven to be a worthy partner thus far. I worked with a representative that quoted me and given my long-standing relationship with the bank I felt comfortable signing up. What I experienced over those two years with the company was incredibly bumpy. I was charged a PCI non-compliance fee for many months, even though it was the first year that I had been with Vantiv and should not have been assessed that fee. It took many phone calls to address the issue, as it was (and continues to be), difficult to contact my Vantiv representative. The problem then recurred. I again had to contact Vantiv. This resulted in a few phones calls that also had a minimum of a 30-minute wait times until you spoke with someone. I also ended up being charged the yearly fee which when I was initially quoted was told that it would be waived. Again, I was on the phone, placed on long long holds, and had to explain the issue. Around Jan 2016, I started to really evaluate how much I was being charged for merchant services given my previous issues with the company. The amount was considerably higher and higher each month. I spent quite a few phone calls trying to figure out why specifically my interchange costs were so high. Finally, after a lot of phone calls, after being hung up on, after being on hold for over an hour, I was shocked to find out that I was being charge an additional fee for ‘non-qualified’ cards. I had no idea what this was because this was never discussed at the time of me signing my contract. These fees were also being hidden with regular interchange cost from ** and **** so you couldn’t tell just by looking at the statement that they were extra fees rolled into the report. After more digging, it turned out that I wasn’t being charged for these unqualified cards at first however my base rate of 0.0% was increased to 0.05% which was then increased to 0.60% which was then increased to 1.15% over a period of 18 months. Understandably, when I discovered this I elected to cancel my contract with Vantiv. I was sent to the customer loyalty department to attempt to retain my business. I was offered my original rate if I signed for one year. I elected not to do this because they were unable to tell me if this original rate would change over the course of the year as it had previously. Also, I did not want to have to deal with potentially having to call, be on hold for an hour, to get other fees straightened out. I was then transferred to another department who handled the closing of accounts. This is where it got really uncomfortable as a customer. I was spoken to by a gentleman using a very aggressive tone to explain to me that since I was choosing to cancel my account I responsible for early termination fees of $295.00 and OVER TWO THOUSAND dollars more for liquidated damages. But if I was willing to pay over the phone immediately he would knock it down to $600 dollars. I refused citing that I wanted to talk to my representative. I then spent the next three weeks attempting to contact my Vantiv representative. When I was finally able to get ahold of him I was told he needed management permission to waive the fees even in light of my experiences over the last two years. I contacted him every few days where I would get answers like, “I haven’t heard from my boss, or I’ll get to you tonight.” This went on for weeks without resolution. Then, when I thought my experience couldn’t get worse, I got a letter from a COLLECTION AGENCY in the mail at my company. I had one phone conversation with an agent asking me to pay $600 immediately over the phone, three weeks of attempting to have an actual conversation with my Vantiv representive, and then a collection letter. When I emailed my Vantiv representative about a collection letter he finally responded that his boss decided not to waive any fees because I was offered the opportunity to have a new one year contract with the company. And then two hours later I was contacted again by the Vantiv representative wanting me to now pay $700.00. This has been my experience.

Desired Settlement: I would like to cancel my contract with Vantiv without being assessed the liquidated damages fee.

Business Response:

Hello,

 

We have reviewed *** *********'s complaint.  In reviewing her account, *** ********* received a credit for her annual fee along with her NON PCI compliant fee in February of 2016.  *** *********'s terms and conditions explains the contract length and penalty for ending early.  We are not able to terminate her contract without penalty.  *** ********* will need to work with our loyalty/collection team to resolve her contract dispute.

 

Thanks,

**** ******* 

Consumer Response: I understand that there would be a penalty to terminate my contract early. I am prepared to pay the early termination fee of $295.00. However, I feel the liquidated damages should be waived given the representation of the contract that I was signing and the multiple times I had to call customer service for refunds of fees that I was wrongly charged. Yes, I had been refunded the fees wrongly charged but that is exactly the point. I kept having to call and because of billing mistakes. Also, the last time I was supposed to be credited I had to call multiple times because the refund was not processed as promised. These phone calls last HOURS and HOURS because of the hold times. Also, I feel at the time I was presented the contract the representative was dishonest in the fees that would be accrued. There was no discussion of additional percentages for 'un-qualified' charges. In fact, it was only after my phone calls that I was able to tease out the fees for interchange. At the time of termination I also asked for my contract. My representative emailed the signed copy and I have gone through it over and over and I still can not find the terms that highlight the liquidated damages and I specifically asked for my contract in order to understand all fees. Regards, *****

Business Response:

Hello,

 

We have reviewed *** *********'s response.  The terms and conditions that are separate from the contract outline all fees upon closing a merchant account early.  We will not offer a waive of the liquidated damages, however our loyalty department is willing to work out settlement agreements on the total amount owed.  Please work through them to resolve your complaint.

 

Thanks,

**** *******

3/22/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was told by this company that I needed to purchase two credit card processing machines to process regular credit cards and chip credit cards. I purchased the two credit card processing machines. When I went to activate the one credit card processing machine with this company, they told me that I didn't need the other credit card processing machine (** ***), that the one machine could do everything. I returned the ** *** that I didn't need to them on October 27, 2015. It was received by ********** ******** in ****** ***** *L (I have the tracking # and info. showing it was received on 10/27/15). I have been trying since November 2015 to get this company to refund the money we had paid for the machine which was returned to them. I have made numerous phone calls, spent numerous hours talking to Merchant Services at 1-888-208-7231. They keep telling me that they are sending an email internally about this and that department is not doing their job of refunding our money. Merchant Services said all they can do is keep sending emails internally. They must refund our company for the return of the ** *** on 10/27/15.

Desired Settlement: Full refund to our company for the return of the ** *** to their company.

Business Response:

Hello,

 

We have reviewed **** *****'s complaint.  A refund was put in on 3/11/16 in the amount of $250.  That refund was sent to the bank account on file.

 

Thanks,

Todd S******

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

 

It is now 12:52 p.m. Central Time on 3/14/16, I just called our bank and the refund has not been deposited into our bank and is not pending.  I then checked our account online with them and the refund/deposit is not listed at all.  I would like to check again on 3/16/16 to see if the deposit appears at our bank or online. 

Thank you very much, I will contact you again on 3/16/16.

Regards,

***** *****

 

 

 

 

Business Response:

Hello,

 

We have reviewed *** *****'* response.  The credit adjustment could take up to 7 business days to show in her checking account.  This deposit should be posted by today 3/21/16.

 

Thanks,

Todd S******

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.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.    I just received payment on 3/22/16.

Thank you for all your help. 

Regards,
***** *****

3/21/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I received an inquiry about a processing system. I was contacted by Perram who I completed the application process with. I was told by Perram there were no upfront charges and equipment was free. He also stated that if I activated the equipment the same day I received it the company would offer $50 credit. I did not have the opportunity to do this but I was called text and harassed repeatedly to active the equipment. I told them I was busy and was told that there was no rush to process. However they called for days. The day I was finally able to active the equipment I told the rep that I was leeray as it seemed as they were trying to force me to set up. She again reiterated there was no rush to use it they just wanted to make sure it worked. We completed the process and then yesterday 03/08/2016 my account was processed for $20.94. I emailed the initial rep Perram asked why were they billing my account without my permission. He stated there was $10 equipment fee and $10.94 fee for not processing. Perram then states that his boss will waive if I process a transaction. Totally misleading and not to mention because I told Perram the practice was deceiving he went on to discredit other companies. All of this is being said in an email. Then I mentioned that usually when billing there is a statement that is presented. He then mentions that I can review a statement online.

Desired Settlement: I want a refund of the $20.94 and out of the contract without penalty!

Business Response:

Hello,

 

We have reviewed *** *****' complaint.  The contract was set up by an Individual Sales Office.  Since *** *****' hasn't processed on her account, we will close the account without an early termination fee.  We will also provide the $20.94 refund to the bank account on file.  This refund will be deposited within 7 business days. 

 

Thanks,

Todd S******

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.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  However, no refund has been received to date! Please process as soon as possible.

Regards,

****** *****

3/17/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I am utilizing Vantiv as my credit card processing company for past 7 years. I just recently realized how deceptivly Vantiv does business: Altered my original contract , They send me IRS required 1099-K every year with wrong amounts and wrong information on it. Vantiv charged my account a fee's that were not previously disclosed to me. Every time I call them I am headed nowhere after minimum of 45 minutes on hold! I believe Vantiv is in violation of law. i need help now!

Desired Settlement: I need refund on some of the fee's that I was not told about.. I need corrected 1099-K form to be corrected. I need rate revision.

Business Response:

Hello,


We have reviewed *** *****'s complaint.  *** ***** had 2 merchant accounts that processed in 2015.  The merchant account that ends in 9290 was closed on 3/1/2016.  This same account was issued a credit in the amount of $765.00 on 3/1/2016 as well.  If *** ***** is asking for more refunds, he will need to provide a detailed explanation of what fees he's looking for a refund on. The merchant account ending in ****, is open.  As for the rate review *** ***** spoke with an account manager on 3/1/16 and was told he should have received a few emails, that she would follow back up with him.  I have emailed the RM asking her to follow up with *** *****. 

 

Thanks,

**** ******* 

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.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

***** *****

3/14/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We have a valid credit card customer that was shipped their product. The customer disputed the claim that it was fraud even though the customer contacted us and said they received our product. The customer didn't want it and when she found out that she had to pay return shipping then disputed the charges as fraud. In order to place the order the customer had to accept our return policy of burdening the return shipping cost. Several attempts have been made with Vantiv to resolve this issue but we cannot get them on the phone because their system keeps transferring us and everyone we do speak with informs us they need to transfer us to someone else. Not only should Vantiv resolve their customer service issues - they should support their merchants when they are provided with CLEAR documentation that this was not a fraudulent charge. Not only are we out our product and shipping costs but we have now wasted over $500 in labor to resolve a chargeback of $150.

Desired Settlement: Vantiv should not honor the chargeback or credit us $150 and they can burden the cost of the chargeback.

Business Response:

Hello,

 

We have reviewed *** *******s' complaint.  *** *******s is asking for us to not honor a chargeback and credit back his account.  Unfortunately chargeback decisions are out of Vantiv's hands.  The Credit Card Association is solely responsible for all chargeback related decisions.  Vantiv does not have the ability to override, cancel or reverse any chargebacks.  We are required to follow the decision process and are not able to credit *** *******s for the $150 chargeback he's requesting.

Thanks,

Todd S******   

3/5/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Due to high fees, my husband and I decided to close our account. On January 25, 2016 I faxed the termination form to Vantiv. Jeff from Vantiv contacted my husband via email and stated he never received the form. My husband told him that I had faxed it to them. I called and spoke with Rob at Vantiv. He said they did not receive it and for me to fax it directly to him. I did and I also faxed the confirmation from the first time I faxed it. I called him to confirm that they did receive it. This was on February 2, 2016. I was concerned that we would get February fees withdrew out of our account because they claimed they didn't receive our first fax. Rob told me to call him on the following Tuesday if the fees were taken out and he would reverse them. I called Monday because they had already been withdrew from the account. The girl that answered the phone put me on hold when I told her who I was. She then came back and said Rob was unavailable. Big surprise. I told her he had said he would reverse the fees. I gave it a couple of days. Thursday, February 11, my husband called. Of course he could not reach Rob but the lady that answered said the account was not closed until February 5th and they would not be reversing the fees. I called Rob and it went straight to voicemail. I left a message and, so far, I have not received a call back. OBVIOUSLY THIS IS A COMMON PROBLEM WITH THEM.

Desired Settlement: I want February fees reversed and no more fees withdrawn from our account.

Business Response:

Hello,

 

We have reviewed *** *******'s complaint.  We have processed a refund in the amount of $50.90.  This refund will be deposited into the banking account we have on file within 7 business days.

 

Thanks,

**** *******

3/3/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: As a Merchant since 1993, I have experienced terrible customer service since last Fall 2015 with this company. My receivables were held back, due to a 'Funding Delay' with the **** *******, according to a voice recording when I called this company. This started about the 2nd week of Dec. 2015. The recording said everything would be okay within a short time span. Within one week, nothing changed. I never received anything in writing. When I called, the wait/hold time was about 45 minutes. I didn't know what to do. Do I continue processing new orders, and hope to be paid? Every time I called, I was told the funds would be in my bank end of that day. It didn't happen. By end of Dec. 2015, I didn't know what to do. I contacted the **** *******. By Dec. 31st, my funds were finally released. At this time, I started to search for a different credit card processor.

Desired Settlement: Mid week, I received a phone call from someone claiming to be with this processor. He wanted to know about a recent chargeback. I received notice of this chargeback Tuesday, 02/16/16 in the mail. I responded to this chargeback the next day, 02/17/16. I called and spoke to this person who called, and explained the chargeback. My rebuttal was faxed to him. This chargeback is from Dec. 2015, during the long hold on my funds. Now, a large sum received early last week is not appearing in my bank. This sum has nothing to do with any chargeback. Now, I am told I am in danger of my merchant account being closed. Why aren't they waiting for the outcome of my chargeback rebuttal? I have never had this happen before. I wasn't aware Vantiv took over my previous merchant company until the Dec. 2015 issue occurred. I sell books and educational courses. I just want my recent payments released. Thank you

Business Response:

Hello,

 

We have reviewed *** ****'s response.  Unfortunately we have not been able to locate a merchant processing account with the information provided.  Will *** **** please respond with his merchant identification number?

 

Thanks,

Todd S******

2/28/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 7/17/2015 Daniel B*****, Regional Account Executive signed me up for credit card processing at ******** **** with ***** ***** ****. He signed me up with processing through ***** ***** and a credit card machine that would meet the new requirements for chip cards. At that time I was honest with Daniel and told him I didn't know how much longer I would be able to stay in business so I was concerned about signing anything that required a contract. He told me that if I went out of business there would be no problem with the contract, that was only meant if I wanted to change to another company and then I would have penalties. I asked him more than once because I had great concerns about my company. He assured me it would not be a problem or cause me any financial penalties. On 10/2/2015 I closed my business. I called ***** ***** to close my account and there was no problem with the processing part but they informed me then that I would have to call ***** **** ******* regarding the machine. When Daniel came he had me sign all forms as if ***** ***** was the only one I was dealing with. When I called ***** **** they are not willing to let me out of contract which is for 48 months from 8/20/15, they would let me settle for $1200 but I don't need a credit card machine. I am willing to send credit card machine, which is brand new back in all the original packing but they will not take back. My business has no more money and I don't need this machine. Since Daniel B***** represented ***** ***** and told me several times that closing my business would not be a problem in getting out of contract I hold them responsible because he literally lied to me. When trying to talk to ***** ***** in the end they even said ***** **** is ruthless, exact words. Daniel was supposed to look into and get back to me but I have never heard from him again. I would like ***** ***** to take back machine and either take over lease or get ***** **** to take back. This machine can be used by someone else quite easily.

Desired Settlement: I would be happy to send machine back which is in perfect condition to either ***** ***** or ***** **** and I want to be released from this contract. It seems simple enough to me, you get machine back and I don't get charged anymore. Someone else can use this machine so Daniel could set up his next victim with the lease.

Business Response: Hello,

We have reviewed *** ****'s complaint.  I referred the complaint for Mr. B***** to review.  Below is Mr. B*****' response:

  "As ********** mentioned I specifically told her she was signing a 3 year contract and a 4 year lease. There was never once discussed that if she went out of business everything would be forgiven and she would not be held to a contract. 
She did call me when things starting going sour and asked about the ***** **** lease. I then told her that the leases run through ***** **** and she would need to reach out to them to see if there was anything they could do for her. I told her I would try and help her with what I could but I could not make any promises on any sort of resolution, as I dont work for ***** ****. We then hung up and I told her to give me a call back after she spoke with ***** **** and I have not heard from her since then."

Vantiv does not own the leasing contract and therefore we cannot forgive the lease, even if the machine is shipped back.  *** **** would need to contact ***** **** Leasing to discuss options available.  *** ****'s Vantiv processing account is closed and no billing has occurred since her October 2015 statement.  In order for *** **** to return her machine, she would need to contact ***** **** *******, at the phone number on her monthly checking account statement. 

Thanks,
Todd S****** 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 11091792, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


We have reviewed *** ****'s complaint.  I referred the complaint for Mr. B***** to review.  Below is Mr. B*****' response:

  "As ********** mentioned I specifically told her she was signing a 3 year contract and a 4 year lease. There was never once discussed that if she went out of business everything would be forgiven and she would not be held to a contract.  
She did call me when things starting going sour and asked about the ***** **** lease. I then told her that the leases run through ***** **** and she would need to reach out to them to see if there was anything they could do for her. I told her I would try and help her with what I could but I could not make any promises on any sort of resolution, as I dont work for ***** ****. We then hung up and I told her to give me a call back after she spoke with ***** **** and I have not heard from her since then."

Vantiv does not own the leasing contract and therefore we cannot forgive the lease, even if the machine is shipped back.  *** **** would need to contact ***** **** Leasing to discuss options available.  *** ****'s Vantiv processing account is closed and no billing has occurred since her October 2015 statement.  In order for *** **** to return her machine, she would need to contact ***** **** Leasing, at the phone number on her monthly checking account statement.  

Thanks,
Todd S******  

My response:

Mr. B***** is an unethical person. He is a great liar. My business had been struggling for a couple of years and I DID DISCUSS with him the fact that I might have to close. Apparently getting my account was more important than serving an individual. I am very angry. I do expect Vantiv to handle this with ***** **** because they are the ones who got me to sign the paperwork. B***** was not forthcoming and he has lied about everything. Even to the point of saying that he told me to call him back when in fact I had already spoken to ***** **** when I talked to Mr. B***** and he said he would try to help and call me back which he never did. ***** **** said that if he would write a letter stating that he told me I could get out of lease if I closed it might help. Since he is lying about never having said that I don't see that happening. Honestly, this kind of thing can't be allowed to go on. If I thought I couldn't get out of these leases I would NEVER have signed, NEVER. I would have stayed with the company I already had because I already owned that equipment. I am not that stupid.

Regards,

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

Business Response:

Hello,

 

We have reviewed *** ****'s response.  After discussing with Mr. B*****, he confirmed that nothing was discussed in regards to *** ****'s business struggling.  We will not be able to provide anythign in writing to ***** ****.  THe contract clearly states the terms and conditions. 

 

Thanks,

Todd S******

2/18/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In September 2013 we ceased using this company as our credit card processor, yet they have drafted monthly fees from our account every month since then totaling $1,250.77 to date. Despite several requests they continue to draft our account for services that we are not, and have not received in years.

Desired Settlement: I would like them to stop drafting these fees that they are not entitled to since they have not been providing us with any services since September 2013, and I would like a refund for the $1,250.77 in fees that we have been charged in error.

Business Response: Hello,

We have reviewed *** *******'s complaint.  *** *******'s account was closed on 11/25/2015.  *** ******* called into our Call Center on 11/5/2015 advising of wanting to close her merchant processing account.  Prior to that phone call, the last time we spoke with ******* was on 9/26/2013.  *** ******* did not contact us prior to 11/5/2015 in regards to closing her processing account.  The account was closed within 30 days of request, per the contract, we had 30 days to close.  *** ******* is requesting refunds for fees prior to her closing her account.  Since we were not contacted before 11/5/2015, we will not be providing any refunds.

Thanks,
Todd S******

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The response was incorrect. I first contacted them on 5/29/15. Please see the attached email, entire string, which proves the many dates I have contacted them to have this matter resolved after the attached cancellation form was signed in May 2015. Furthermore, the response does not even acknowledge the fact that even after they closed the ***, they continue to charge us for services not received since September 2013, documentation also attached. 

 


Regards,

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

Business Response:

Hello,

 

We have reviewed *** *******'s response.  The fee in which *** ******* is referring to in her statement is titled *** *** fee.  This fee is not charged by Vantiv.  This is a ***** **** fee.  In order to get this resolved, *** ******* will need to work with ***** ****.  We have advised *** ******* in previous email communications of the mentioned resolution.

 

Thanks,

Todd S******

1/28/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: To whom it may concern, obviously not Vantiv. I closed my business in June 2015. I have been a customer for about 4 to 5 years processing over $100k year with Vantiv. On july 2, 2015 I faxed store closure form to Vantiv per there instructions. Two months have passed and I noticed that they were still charging my bank account (monthly service fee). I called them again and was told "It shows the account closed here but it's not closed" Long story short I had to fax form another two times before they finally got it. Finally 5 months later they officially closed the account. All this time Vantiv is still taking money out of my account. One major charge of $295.00 termination fee which was never disclosed at signing. None of my other vendors penalized me for breaking contract due to closing business. After about 10 phone calls and refunds requested with an nonexistent department. No promised return phone calls and no refunds issued. I have concluded that Vantiv's business model and customer service SUCKS! How they conduct business is unprofessional and unfair. As a small business owner I would be out of business quick If I operated like these crooks. Vantiv's auctions have told me they are not interested in doing business with me in the future.

Desired Settlement: full refund of $493.80 owed

Business Response: Hello,

We have reviewed *** *****'s complaint.  *** ***** did attempt to get his account closed in July of 2015, and because of that attempt, we have agreed to refund the amount requested of $493.80.  The refund was processed today and will be deposited into *** *****'s account on file within 7 business days.

Thanks,
Todd S******

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.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

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

1/15/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Vantiv filled out my tax payer ID with transposed numbers 2, also with the word( Services ) at the end of my company name two years ago. the IRS has taken 20% of my credit card swipes for the past year. I want my money back. I cant fill taxes to get my money back for a company name and TPI that I don't own. This is there mistake not mine. I just want what is mine.

Desired Settlement: II want them to take responsibility for there mistake and return my money that I worked for.

Business Response: Hello,

We have reviewed *** ******'s complaint.  *** ****** was sent a letter in May 2015 advising of the IRS tax mismatch status of his Tax Identification number.  Along with a letter advising of the mismatch, there was a blank W9 tax form for *** ****** to fill our and return with the proper Tax ID number.  The letter advised *** ****** had 30 days to complete and return the form.  The letter stated that failure to complete and return the form would result in back-up withholding from the IRS in June 2015.  Vantiv is not holding the funds on *** ******'s account.  The IRS is holding the funds and will return the funds when *** ****** files his business taxes for the year.  We did receive a corrected W9 at the end of September.  *** ******'s tax identification is now matching the IRS website and that is why withholding stopped.  In order for *** ****** to receive his money from the IRS, he would have to file taxes.

Thanks,
Todd S****** 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

***** ******   I transferred my business account from **** ** ******* to Vantuv.  A representative at the branch for Vantiv  ask me to sign the papers and he would fill in all the blanks and have my account set up for me.  I have a copy of the paperwork the original contract that is not my handwriting where my company name is incorrect my tax ID number has transpose numbers in it.. No one ever notified me there's a problem with the IRS until my books did not balance.  I did not write my company name down incorrectly I did not write my tax identification number down incorrectly I file my taxes with the correct name correct tax ID number every year.  The representative from the company to fill my paperwork out insured me he would take care of this matter that it was his mistake.  He was working on doing so when he passed away.  I tried to resolve this through customer service and they asked me for the correct tax identification number incorrect company name.  I gave them copies of my business account that was set up previously for them to verify.  They totally refuse to except this information and told me I must obtain copies from the IRS.  Just delayed matters for two months once I gave them the proper paperwork they still never got back in touch with me or notified me of any changes but I was still expecting to have my money returned after representative said would happen.   This excuse that I keep getting about all I have to do is filed my taxes with the IRS and get my refund is hogwash.  I cannot file taxes with the tax identification number that does not belong to my company nor myself and I cannot do anything under a business name that does not belong to me.  Vantive needs to except some responsibility that they made a mistake return my money and they can work out how to get their money back from the IRS.  Taking money from my account when I'm the customer because of their clerical error has nothing to do with me.  If we cannot resolve this I will file at the clerks office of the County and we will go to court and let a judge determine why I should be paying money out of my account for their clerical error.  I am fully prepared to do so.  Again I was never notified of anything going on from the IRS from Vantive from ***** ***** **** or from anyone.  This is incompetent, breach of contract,  and totally on call for the professionalism I have seen from this company.  And I want to reiterate before the last representative unfortunately passed away he was resolving this issue because he knew it was his mistake I don't want to take this to court but I most certainly will. 


Business Response: Hello,

We have reviewed *** ******'s response.  As previously stated, your tax identification number has been corrected to match what ***** **** and the IRS have on file.  There is no longer a discrepancy in information not matching.  *** ****** should follow the proper procedure for filing taxes.  I apologize for any confusion in my previous statement. 

Unfortunately, our 1099k department has to follow the rules set forth by the IRS.  The checked the signed contract before placing *** ******'s account into back up withholding.  The contract has a miss-matching Tax ID.  That is why *** ****** received what is called a B1 notice from Vantiv.  This notice was sent to the address listed in this complaint in May 2015, along with instructions and a W9 correction form to be mailed back before the cutoff in June 2015.  Completing this form would have prevented any withholding from occurring. 

I have sent this issue to my 1099k department.  Below is the amount *** ****** processed along with the 28% withheld from the IRS:

7/24/15 batch total -  $60   IRS 28% withheld - $16.80
7/29/15 batch total - $200  IRS 28% withheld - $56.00
8/4/15 batch total - $60  IRS 28% withheld - $16.80
8/5/15 batch total - $225.00  IRS 28% withheld - $63.00
8/6/15 batch total - $600  IRS 28% withheld - $168.00
9/11/15 batch total - $446.00  IRS 28% withheld - $124.88
9/16/15 batch total - $290.00  IRS 28% withheld - $81.20

The total reported withheld is $527.28. 

With the issues *** ****** has had with his account, we have agreed to process a refund in that amount and it will be in the bank account on fie within 7 business days.

Thanks,
Todd S******

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.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

***** ****** , Thank you very much. I  appreciate you  taking the time to look into this matter. Looking forward to a long  business relationship together. 

1/6/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Vantiv charge us $295 cancellation fee beyond the three year contract agreement. ***** ****** ******** *** wants this refunded back to the business checking account they withdrew if from.

Desired Settlement: Refund $295

Business Response: Hello,

We have reviewed Mr. *****'s complaint.  We will be refunding the Early Termination Fee of $295 as a courtesy.  The refund will be processed and deposited into the bank account on file within 7 business days. 

Thanks,
Todd S******

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.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 11011638, and find that this resolution is satisfactory to me. 

Regards,

****** *****

1/5/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I don't have an account with this company. I received a notice in the mail that they are trying to collect taxes and have involved the ***. They asked for my social security number and employer tax information.

Desired Settlement: No further contact by the company.

Business Response: Hello,

We have reviewed *** *****'s complaint.  *** ***** claims that she doesn't have an account with Vantiv.  When I looked up her phone number, I was able to find a Merchant Account ending in ****.  I have emailed *** *****, a the email address in the complaint with more details along with our phone number to discuss further. 

Thanks,
Todd S******

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.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  



Regards,

**** *****

12/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I signed up with Vantiv, in August of 2014 with a promised transaction rate of 1.7% on standard cards and a maximum cap of 3.9 on corporate cards. Every month following I would have to contact my sales rep to remove overcharges and additional fees that were not disclosed. This was a huge inconvenience as I was never charged the appropriate amount and had to call every month to resolve the over charges. As of May 2015, The Vantiv sales staff stopped returning my emails and voice mails and the toll free number attached to the account told me they were unable to resolve the over charges and offered no was to reach a sales rep to resolve the over charges. In August of 2015 I closed the account and was charged an additional $375 for early cancelation. I am still owed over charges from May through July. I called in September to ask Vantiv to remove the early termination fees and over charges and they said I was bound by the contract to pay them. In my opinion Vantiv broke the contract in May when the sales force refused to answer my emails and calls to resolve the problem.

Desired Settlement: Refund of $375 and over charges from May - July 2015.

Business Response: *** *****,


We have reviewed *** ***********'s complaint.  I referred the complaint to the Individual Sales Office (ISO) that handles *** ***********'s account.  They attempted to reach *** *********** on 3 different occasions by phone.  Here is the statement from the ISO:

"I called **** 3 times. The first 2 times he answered, but never spoke. The 3rd call I left him a voicemail and expressed the following·  We will refund any overcharges from May to July  that didn’t fall in line with the fees that were listed in his original signed agreement.  We will credit the $375 Early Termination Fee"


Thanks,

Todd S******

11/20/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: They have taken money from my bank account. I have proved delivery with signed bill of lading. They claim not getting my faxes so I sent again. Now they said they did get fax on 8-31 yet have done nothing. Promises of supervisor to call have not happened.

Desired Settlement: I have given the proof, they need to give money back

Business Response: Hello,

I have reviewed *** *****'s complaint.  Unfortunately I was not able to find an account with the information provided.  I have emailed *** ***** and asked for his merchant account number or more information to locate one in our system. 

Thanks,
Todd S******

11/18/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I've been a customer since January 2007 and when I signed the contract nobody mentioned the contract would renew automatically every three years. After suffering poor service and increased charges and rates with no reason despite the bad economy , We decided to cancel the service per our certified letter dated 10/9/2015 .And per the fine print,we can cancel 90 days prior to the end of 3 years period to avoid renewal and any penalties. But to our surprise we found a charge of $295 on our linked checking account with no explanation or prior notification ( as it is usually practiced by this company!). I called customer service on 10/28/2015 to inquire about the charge and the reason, I was informed I need to call their loyalty and retention department and was given their number which I called on 10/29/2015. After explaining the whole situation the person immediately told me he can not help me with no explanation and I need to call customer service.I informed him I was referred to them by customer service and that was their dept to solve the issue but he insisted I called the wrong place and did not offer any suggestions or explanations even after I told him he would be responsible for his response since the call is recorded. Due to the retention dept lack of help I called customer service again and explained the whole situation and my conversation with them, I was put on hold while CS tried to reach their retention dept and after long wait ,I was told my case needs a supervisor to resolve and need to wait for him; which I did...Another lengthy wait period took to get the CS back to tell me the supervisor is not available and he will call me back and I gave them my cell phone number..But as expected nobody called. So I called again on 11/5/2015 and after going through the whole story all over again and same lengthy waiting time , I was told that after checking with the retention dept and the supervisor ,that my request for a refund is being processed and since the supervisor is not available again, she assured me that I will get the call from the supervisor on Monday 11/9/2015 and I gave her my contact numbers again . Again 2 Mondays went by and no call and no refund. As I mentioned in the beginning, I've been a loyal customer for nine years, and to be treated in this way is completely unacceptable. A customer should not be lied to,ignored or promised something that will not happen. The lengthy and unreasonable waiting time on the phone ( 30-45 minutes each time) is not a way to treat or deal with a customer. Thank you

Desired Settlement: Full refund of $295 and no more unauthorized charges on my account.

Business Response: Hello,

We have reviewed *** *****'s complaint.  I first want to apologize to *** ***** for a supervisor not returning a phone call.  Second, I have put in a refund for $295, to credit back the Early Termination Fee that was charged to *** *****'s account.  The refund will take 3 to 5 business days to complete and will be deposited into his bank account on file. 

Thanks,
Todd S******

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.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

****** *****

10/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: VANTIV IS THE WORST COMPANY TO DEAL WITH for credit card processing . We opened an account with vantiv for our new business in the month of march 2015 and started working on it in april believing that we would be able to process our sales on vantiv"s merchant account. Everything was going good until i got a call from one of their reps out of the blue in the month of july telling me that our account has been put on hold for review and they need some additional information for our business which i believe was just an excuse . They told me that we can continue to process sales on their merchant account but the money would not be released until their review is complete . I provided them all the information they asked for and besides that they kept on asking for additional information every other day . Then they told me that after the review is conolete they will get back in touch WHICH NEVER HAPPENED. I had to call them and follow up with them for consecutive 5 days to get an answer . All of a sudden i got a very nasty email from the same rep telling me that our account has been shut down and we can no longer use the service WHICH HAMPERED OUR BUSINESS BIG TIME. When i asked them the reason they told me that its a high risk business and we could not continue to provide the s however they already knew the nature of business before approving our merchant and had complete knowledge of it since we provided them the business url, invoices and all other stuff they asked for in the beginning. Only after they were satisfied our account was approved and opened with them. NOW THEY HAVE SHUT DOWN OUR ACCOUNT FOR BASICALLY NO REASON OR A REASON THAT DOESNT MAKE ANY SENSE TO ME . Not only they have shut our account but also left us helpless with no option to process any of our sales or to generate any income for our business. They have forced us to shut down our business by closing our account when they already had all the details related to our business. TO ADD INSULT TO THE INJURY THEY HAVE ALSO KEPT OUR MONEY FOR THE SALES WHICH WE HAD PROCESSED IN LAST ONE WEEK. This company VANTIV LOOKS TO ME LIKE ONE OF THE FAKE CONPANIES OUT IN THE MARKET TO EAT HARD EARNED MONEY OF PEOPLE !!!

Desired Settlement: Reactivate my account and let us work

Business Response: Hello,

We have reviewed *** *****'s complaint.  I referred *** *****'s complaint to our Risk department supervisor for review.  Here is the response:
*** *****'s account was closed om 7/22/2015 due to multiple charge-back's of business as well as a retrieval of funds.  *** ***** was contacted by our Risk department by both telephone and email asking for price list of services he offered as well as information in a specific retrieval of $603.98.  *** ***** failed to provide a response.  One last attempt was sent to him on 7/21/2015 through email advising if not received we would be shutting down his processing account.  *** ***** didn't reply and his account was closed.  During this time we were also getting ACH rejects, stating his banking account has been closed as well.  *** *****'s account will remain closed.
Thanks,
Todd S******

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[THEY ARE LYING!! BIG TIME LIARS . I wonder How can such a company operate in usa .

I did provide all the information they asked for and instead i was the one who kept on calling vantiv every time and asked them about the result of the review they applied for no reason. Moreover i even spoke with michael from risk department over the phone several times and he was also very unprofessional in his approach towards a customer. Many emails have been exchanged between me and michael and i provided ALL THE INFORMATION they asked for  . I was very supportive towards them whenever they asked for any information whether it was customer information, receipts, invoices, company info, website url and everything else . I CAN SHOW ALL THE EMAILS THAT HAS BEEN EXCHANGED BETWEEN ME AND MICHAEL FROM RISK DEPARTMENT and i am surprised to see that they still have the guts to lie to BBB. 
No wonder why they were so unprofessional while talking over the phone . Their business practices are the worst on the planet . A company from the third world country would know how to treat customers better and honestly . I have never seen a company in my life who would lie so bluntly on the face to a customer and BBB.  
ITS MY REQUEST TO BBB TO PLEASE LET ME KNOW IF I SHOULD GO TO THE LOCAL NEWSPAPER AND MEDIA NOW TO EXPOSE THEM AND SAVE THOUSANDS OF HARD EARNED DOLLARS FROM INNOCENT CUSTOMERS.

Regards,

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

Business Response: Hello,

We have reviewed *** *****'s response.  My Risk department has been heavily involved with this account for a couple months now.  Due to the high number of charge back's, declines and reversals this business is considered High Risk.  They have made their review and will not be opening this account.  *** *****'s account is in collections with a total amount owed to Vantiv of $496.09.  At this point we consider this dispute closed, the account will not be re-opened by our Risk team.
Thanks,
Todd S******

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

We have not received even a single call from our customers for disputing any charge . Whatever amount they have made up for collection agency must be from them only . We are still providing the service to our customers despite the closure of our account . 

Initially they lied about my response to their enquiries and they are again lying about chargebacks and denials . This company is nothing but a bunch of thieves and liars . They dont know what they are doing and take random decisions when they wake up from sleep . I informed them about our business in the very beginning so closing our account by telling me that it is high risk doesnt make any sense to me . They just make themselves look like more and more unprofessionals or they are really incompetent . I can provide all the conversation i had in the beginning with their representative in which i told them that what our business is about . Vantiv should learn to do business and then how to handle business rather than cheating their own customers . I want bbb to give them the lowest rating possible for cheating us .
Regards,

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

Business Response: Hello,

We have reviewed *** *****'s response.  *** ***** has had multiple conversations with our Risk department over the details of his account.  *** ***** received charge-back notifications from the card associations as well as retrieval requests from us.  We understand *** *****'s frustration, however per his contract we cannot accept the financial risk factors involved with his business.  The decision has been reviewed now 3 times with our risk team and they have made the final decision in keeping the account closed.  There is no more reviews for his account and we consider this issue closed.   
Thanks,
Todd S******   

10/22/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This complaint is in regards to MID number ******** which is now closed. We were overcharged $1200 in fees. We were supposed to be charged $30.90 a month. In November of 2013 we began being charged $90.90. $60.00 of this was an ANNUAL fee that they charged us MONTHLY. They admitted fault by crediting us $360 but they will not answer any of my attempts to contact them as to why they will not credit us the full $1200. There were originally 3 different accounts with this company which incurred fees upwards of $3,000. The original agreement was to test some software and it didn't work out but the company refused to quit charging us relying on some paperwork signed by the owner of the company. We've given up trying to collect on those fees but would like the additional $840 back for the charges they have admitted were false.

Desired Settlement: $840 credited to our bank account.

Business Response: Dear *** *****,

We have reviewed *** ******'s complaint.  I referred her complaint to our research department and they provided the following response:
"We have reviewed *** ******'s account, twice, we provided a 6 month courtesy refund of the charge.  This is a fee that is passed on through the card industry.  We provided the courtesy refund of 6 months.  We will not be able to go back any further.  *** ****** had ample time to let us know of the fee, however requested it 2 years later, we cannot retro that far back for a refund."
This refund was processed and deposited into her bank account on file.
Thanks,
Todd S******

10/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In July I recieved a new terminal. Since the terminal had failed to deposit up to $3000.00 in sales. After researching I found there was no pattern to the loss sales. It did not matter time or day or batch number, it was just cards chosen at random. As a result I encured $542.25 in buonced check fees before the issue caught my attention. I had to spend 2 hours each day on line checking to see which sales got deposited and which did not then call the company to recover the numbers of the lost sales so I could re run them. Some cards took weeks to recover the money and had to run up to 4 times before some would actually deposit into my account. One sale of $25, when re running the card, deposited $25 into the account and when trying to re run it for the third time it did the same totally the loss of that sale to $75. When trying to recover any amount from that sale, it reads transaction denied. With numerous irrate customers questioning why their sales have been removed from thier accounts months later and with countless hours spend trying to recover my sales, I would have expected help from someone. Sadly as of today, almost 3 months after the issue began, I have yet to recive help from a single employee. I have gotten numbers to countless manager and sales reps, most who no longer work for the company, and have gotten no return calls or emails from a single person concerned in helping me recover the money I have lost. I also have been still charged my monthly fees and lease charges even though I have not been using their services. I also did not recieve a break on authorizations fees for the cards I had to run up to 4 times.

Desired Settlement: $542.25 in bounced check fees $75.00 in lost sales $431.13 for all fees since the issue began $200 for loss time $1248.28

Business Response: Hello,

We have reviewed *** *******'s complaint.  I personally emailed *** ******* today asking for some information to be able to expedite the issue and get a an acceptable resolution.  I will continue to work with *** ******* until a resolution has been determined.
Thanks,
Todd S******

10/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We entered into a contract with ***** ***** to process credit/debit cards for our new business in July of 2014, it has been over 1 year and we have yet to use this service. The monthly fees and equipment charges have totaled over $1000. In an attempt to contact ***** ***** regarding terminating the contract I was given a number for the Loyalty Team after waiting on hold for 45 minutes to speak with a human. I was told by Robert we had a 1 month contract and all that was required was to fill out a form he emailed to me on August 21, 2015 The one month contract time did not sound correct and the form noted a potential de-conversion fee if the account is closed prior to the contract expiration date. I called the number listed on the closure form (1-866-655-5353) to confirm this information. After speaking with Salemee, she stated it would be a $295 fee as the contract was for 36 months. I requested to speak with a supervisor regarding having the fee waived. She told me I would need to call another number (1-877-744-5300) to speak with a supervisor. After waiting on hold AGAIN for 45 minutes I spoke with a woman who informed me I would need to speak with someone at the Loyalty Team as they do not handle account closures. I explained to her that I was given this number by Salemee at the Loyalty Team number and told I needed to ask for a supervisor. I waited an additional 15 minutes on hold when Will answered. While Will was polite and professional, he stated the contract was 36 months and it could not be cancelled without paying the fee. When pressed, he said he'll send a request (no idea to whom) in with the contract information to waive the de-conversion fee. I should hear back in 24-48 hours. I currently have my personal checking, savings, and mortgage accounts with ***** ***** and cannot wait to get away from them. Everything is about their fees and no one seems to be able to make any decisions at the branch or customer service levels.

Desired Settlement: I would like to speak with an actual human being that has the authority to deal with my request.

Business Response: Hello,

We have reviewed *** ******' complaint.  I have referred her complaint to our Collections team who handles this issue.  They have attempted to reach *** ****** a few times by phone with no success.  I have asked them to keep attempting to reach her through the rest of this week.  They will continue to attempt to reach *** ****** in hopes to get it settled this week.  
Thanks,
Todd S******

Consumer Response: I have no idea what phone number the bank was using to try reaching me; we received a call on my husband's phone (not the number provided in the complaint) Friday, October 2, 2015 from Tim F**** and called him back immediately. Tim spoke with my husband and said he needed to do some additional research as he had a contract dated February 2014 - we were not even in business at that time. On Monday, October 5 I was finally able to reach and speak with Tim directly; the matter appears to be satisfactorily resolved. I have reviewed the response made by the business in reference to complaint ID ********. ***** ******

10/8/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Since opening the account we have experience multiple issues over the course of the last year causing us to be very dissatisfied with service from both the bank and Vantiv. In particular the communication breakdowns with both Merchant Services at ** and Vantiv have caused multiple miscommunication, confusions, and cost our business multiple unexpected fees. After being completely disappointed with our experience with Vantiv's mobile product we decided to close the account, spoke with both ** and Vantiv representatives, inquired about additional charges and were told there weren't any, to only be charged $295 early termination fee one and a half months later without any notification causing our account to be overdraft. We immediately communicated the situation to both ** and Vantiv last Friday both by phone and in person to come full circle back to no resolution based on another round of miscommunication. Below is an outline of our experience for your consideration and review including a copy of the already executed closure request form. At this point we would appreciate your prompt attention to this matter and the courtesy of being refunded the ***. March 2014: Opened ** business account and merchant services: We were very clear with the ** merchant rep that we were a start up business, only wanted mobile payment processing services similar to other offerings in the marketplace (i.e. ******, etc.). At no point in time during this process was it communicated that the Vantiv account being processed was a three year agreement. I work for MasterCard, understand the payment processing business, and would have never agreed to that length of term with the multitude of options available with month-to-month services. March 2014 - March 2015: We encountered multiple issues with our account setup, charges were being posted to our Savings account instead of our Checking account, and there were multiple iterations of failed corrections attempts before finally getting the situation rectified. Also during this time other charges associated with Vantiv account appeared that were not explained properly, nor a fee schedule provided; at which point my husband communicated to ** we wanted to close the payment processing portion of the account. March - Apr 2015: My husband spoke with ** merchant rep (the original rep had since left the company) to close the payment processing account, he completed some forms, and was told the Vantiv account was closed and there would not be any additional charges. At no point in time did the merchant rep indicate we needed to speak with Vantiv directly or that there would be a early termination fee. May 2015: We get charged $60 from Vantiv without any notification and under the impression we had closed the account. We immediately reached out to Vantiv directly to understand the charge since ** couldn't provide any assistance at this point. To only find out that we needed to complete the form and send directly to Vantiv after two months of thinking we had already taken care of this situation and opened a ****** account as a replacement. May 2015-June 2015: I specifically asked the Vantiv rep to review our account again and let me know if there would be any additional charges for closing this account, the rep indicated there wouldn't be and that it would take 5-10 business days to process the closure and emailed me the form. If at the time we were made aware of the *** we may have made a different decision. I proceed to complete the form, tried to fax with no success do to communication errors at Vantiv, I emailed it back to the customer service address and also mailed it to make sure it was received in a timely fashion. I never received any type of confirmation or communication about reached back out to the Vantiv customer service rep and emailed it again. July 2015: After not receiving any communication from Vantiv our business account was charged $295 *** causing our account to be overdrawn and once again experience a continuous cycle of unproductive communications between ** and Vantiv. Received approval of the refund, but never processed. Aug 2015: Called multiple times, got multiple varying responses, even lied to, to find out the approval was never processed to then be directed to a person who doesn't even work for the bank any longer. Vantiv Customer Service: One last point, throughout this process, we have experienced long wait times, misdirected phone calls, avoidance of the issue, and zero assistance to resolve this issue. We are completely dissatisfied with the service.

Desired Settlement: $295 refunded to business account

Business Response: Dear *** *****,

We have reviewed *** ******'s complaint.  Unfortunately we were not able to identify a merchant account with the information provided.  If *** ****** could provide a Merchant Identification Number, we would be able to research her issue and respond.  
Thanks,
**** *******

Business Response: Dear *** *****,

We have reviewed *** ******'s complaint.  I am attempting to get a hold of the ***** representative that *** ****** had contact with in regards to her refund.  As soon as I get a response from 5/3rd I will respond to *** ****** directly to let her know the outcome.
Thanks,
**** *******

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.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  The money has already been refunded.

Regards,

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

10/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am ******* ******** ******, the daughter of ****** ******** ** ******** ******** *******. In November of 2014, I came on board with the business to assist my mother with day to day operations at the company. I noticed on the ***** ***** **** statements we were getting charged $40.64 to **** Lease Pymt on one of our company checking accounts and $45.95 to ******** ***** as well as an ****** Billing charge. My first course of action was to stop in to the Denver NC branch at Waterside Crossing with my statement from ***** ***** ********** *********. I spoke with **** *****, who I hesitate to bring into this mess, as he has always been helpful. He pointed out that I would have to call the number on the statement, as this company, even though it reads ***** ***** ********** *********, was not in reality anything to do with the bank (they are subcontracted out). I had no problem with this directive at all. He gave our information to **** ******* the ******** Account Executive with ***** ***** ********** *********. I won't even go into the painful process of calling the numbers on on these statements (which should be a separate complaint in and of itself). However to make a LONG story short for the sake of this email my mother, at the suggestion of ***** *****, had a representative from ***** ***** Data Processing come over to the office in March of 2014 to change our credit processing services form ******** **** to ***** **** ****** ******* (****). The representaive was supposed to close the ******** **** account in leiu of opening the new account with ****. This did not happen. Enter **** ******* who did come to see us in April of 2015. He made some calls and stated the account with ******** **** was never closed and we had been charged for BOTH ******** **** and **** for 11 months. He said he would get us a rebate for 11 months (@ $44.95) of service from ******** **** since the account had been dormant since March of 2015. He called a few days later to confirm the ******** **** account had been closed and to allow approximately (2) billing cycles for the changes to take place. In June of 2015 I emailed **** (copied ****) to inquire about the status of the rebate. We got no response. A few weeks later, I sent an email asking for ****'s supervisor's information, in order to obtain a status on hour rebate. I received an email from **** stating that he had been out on medical leave and that he in fact could not cancel our account with ******** **** ( I would have to call and cancel). I apologized for my tone in the last email, as no had responded to inform me about any medical leave, and to tell him I had spoke with a lady named Stacy at ******** **** and that the account had been closed. I inquired about our rebate for the 11 months and the additional (2) months I had been charged since he could not close the account. The second week in July of 2015, **** was on our company voice mail saying that he could see where we had received the first part of the rebate and he was checking on the the additional (2) months. Before his call ended, he stated to someone else in the room " if she calls back I am referring her to you". Therefore, on July 21st. I sent another email to **** (copied **** ) that we in fact had never received any rebate at all from anyone. I did state that I heard the last comment he made to someone, I am assuming ****, before he ended his call. Judging from the tone, the last comment was not supposed to by heard by me. AGAIN, I got NO RESPONSE from ANYONE! This month (August 2015) I took it upon myself to call Vantiv ***** ***** Processing customer service. After another LONG hold and SEVERAL transfers, I was put in touch with a lady named Virginia who said she did see where we were supposed to get a rebate. I told her we never received it. Then she ask me to fax my statement from the closed account ( ******** ****) to her as she did not have any information on that account? Anyway, I faxed the statement, and, as of yesterday, we have heard NOTHING. I did send and email on August 12th to **** (copied ****) that I was over chasing my rebate and wished to close my account with ***** ***** Processing. I also gave them a fair warning that I was filing a complaint with the BBB. Apparently, they are not worried about that either, because as of now, I have heard nothing from ***** ***** ********** *********. I would like my rebate for 13 months (@$44.95 a month) that was confirmed to me. I don't hold **** ***** responsible, as he made it clear to me from the beginning that **** ******* was the account representative for credit processing side ***** *****. It is extremely frustrating and disappointing that NO ONE has reached out to us regarding our rebate or seems concerned that I wish to close this account ( as we are getting charged the maximum percentages allowable on each transaction we run).

Desired Settlement: Contact by the business(as this is complicated) and a rebate for 13 unused months from ******** ****

Business Response: Hello,

We have reviewed *** ******'s response.  We have processed a refund in the amount of $719.20 and deposited it into the checking account we have on file.  
Thanks,
**** *******

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.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

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

9/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Being loyal customer for 5 years with this company in the past year or so try to get a representative to come or talk to us regarding some issues and rates negotiation for my business.Looking for better rates it was impossible to get some answers.Fianally the last week got in touch with customer service and explain the situation and they informe me that we have a contract till 2017.I ask for a copy of the contract and they send me twice the wrong company contract. Leaving several messages to get somebody to resolve this matter and cancell any contract issues.They said that if we cancell before the contract is due it will be a charge ;it will cost me $3000.00 to cancell it. I'm so annoyed to try to get the right customer service to resolve this situation.We keep trying for a few moths to get in touch with a representant to come to my business and give a solution and get the proper customer service that we deserve.

Desired Settlement: Dissolve the contract and ,cancell any business with this compay and not to get charge with any penalty whatsoever.

Business Response: Hello,

We have reviewed *** ********'s complaint.  I referred her complaint to my sales and loyalty team.  They advised me that *** ******** had a rate review in November of 2014 and signed a Contract Extension Agreement (C.E.A.) at that time.  Unfortunately we can only complete rate reviews every 12 months and *** ******** wouldn't be eligible for one until November 2015.  *** ******** was faxed her original copy of her contract as well as her C.E.A. from 2014 on 9/9/15.  I apologize that she received the incorrect information twice before, but should now have the correct information as requested.  *** ******** was also faxed a close letter and a copy of the terms and conditions of the contract.  If *** ********'s wishes to terminate her contract before the date listed, there would be an Early Termination Fee assessed, as the close letter indicates.  
Thanks,
Todd S******

8/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Since opening the account we have experience multiple issues over the course of the last year causing us to be very dissatisfied with service from both the bank and Vantiv. In particular the communication breakdowns with both ******** Services at ** and Vantiv have caused multiple miscommunication, confusions, and cost our business multiple unexpected fees. After being completely disappointed with our experience with Vantiv's mobile product we decided to close the account, spoke with both ** and Vantiv representatives, inquired about additional charges and were told there weren't any, to only be charged $295 early termination fee one and a half months later without any notification causing our account to be overdraft. We immediately communicated the situation to both ** and Vantiv last Friday both by phone and in person to come full circle back to no resolution based on another round of miscommunication. Below is an outline of our experience for your consideration and review including a copy of the already executed closure request form. At this point we would appreciate your prompt attention to this matter and the courtesy of being refunded the ***. March 2014: Opened ** business account and ******** services: We were very clear with the ** ******** rep that we were a start up business, only wanted mobile payment processing services similar to other offerings in the marketplace (i.e. ******, etc.). At no point in time during this process was it communicated that the Vantiv account being processed was a three year agreement. I work for **********, understand the payment processing business, and would have never agreed to that length of term with the multitude of options available with month-to-month services. March 2014 - March 2015: We encountered multiple issues with our account setup, charges were being posted to our Savings account instead of our Checking account, and there were multiple iterations of failed corrections attempts before finally getting the situation rectified. Also during this time other charges associated with Vantiv account appeared that were not explained properly, nor a fee schedule provided; at which point my husband communicated to ** we wanted to close the payment processing portion of the account. March - Apr 2015: My husband spoke with ** ******** rep (the original rep had since left the company) to close the payment processing account, he completed some forms, and was told the Vantiv account was closed and there would not be any additional charges. At no point in time did the ******** rep indicate we needed to speak with Vantiv directly or that there would be a early termination fee. May 2015: We get charged $60 from Vantiv without any notification and under the impression we had closed the account. We immediately reached out to Vantiv directly to understand the charge since ** couldn't provide any assistance at this point. To only find out that we needed to complete the form and send directly to Vantiv after two months of thinking we had already taken care of this situation and opened a ****** account as a replacement. May 2015-June 2015: I specifically asked the Vantiv rep to review our account again and let me know if there would be any additional charges for closing this account, the rep indicated there wouldn't be and that it would take 5-10 business days to process the closure and emailed me the form. If at the time we were made aware of the *** we may have made a different decision. I proceed to complete the form, tried to fax with no success do to communication errors at Vantiv, I emailed it back to the customer service address and also mailed it to make sure it was received in a timely fashion. I never received any type of confirmation or communication about reached back out to the Vantiv customer service rep and emailed it again. July 2015: After not receiving any communication from Vantiv our business account was charged $295 *** causing our account to be overdrawn and once again experience a continuous cycle of unproductive communications between ** and Vantiv. Received approval of the refund, but never processed. Aug 2015: Called multiple times, got multiple varying responses, even lied to, to find out the approval was never processed to then be directed to a person who doesn't even work for the bank any longer. Vantiv Customer Service: One last point, throughout this process, we have experienced long wait times, misdirected phone calls, avoidance of the issue, and zero assistance to resolve this issue. We are completely dissatisfied with the service.

Desired Settlement: Complete refund of $295 early termination fee

Business Response: Dear *** *****,

We have reviewed *** ******'s complaint.  Unfortunately we haven't been able to identify a ******** ********** account with the information provided.  In order to review and reply to her complaint we need to have *** *****'ts ******** Identification Number.  
Thanks,
Todd S******

Consumer Response: This matter has been resolved and the fee has been refunded back to my account.

Thanks!
****** ******

8/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I use ***** ***** Bank for credit card processing. I agreed to sign another 2-year contract with them in which I agreed to pay 1.9% per transaction + $0.05 per transaction. I did some math and discovered that I am paying anywhere between 3.6-4.5% of my total credit card sales.

Desired Settlement: I would like to be released from my contract.

Business Response: Dear *** *****,

We have reviewed *** *****'s complaint.  I have personally emailed *** ***** for her Merchant Identification Number to be able to assist in a resolution.  I will continue to work with *** ***** in an attempt to come to a resolution that is satisfactory.
Thanks,
Todd S******

8/8/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: A representative of the company verbally stated that we would incur a $295 early termination fee, and did not indicate there would be any damages. After cancellation form was submitted, they came back stating that termination fees would be a total of $800 for damages. They will not honor their mistake, nor offer any reasonable resolution.

Desired Settlement: Should only be responsible for the $295 fee, not $800.

Business Response: Dear *** *****.


We have reviewed *** ******'s complaint.  I referred her complaint to our collections and settlement department.  Here is their response:

"An employee at the merchants office named ***** stated she talked to someone at Vantiv who told her the ETF of $295 so she completed and sent in a close form.  It went our Liquidated Damages (LD) team and they spoke to actual primary contact, explained the total LD, reached a settlement, and received a signed settlement form back from the merchant.  ***** than called back the next day asking us to reopen the account and waive the LD but they would not be processing.  We stated unfortunately that is not possible, we apologized for someone misinforming her but an settlement had been reached, a legal settlement notice had been signed and returned, and we would not be refunding any portion of the Liquidated Damages."

This complaint has already been handled and settled through the owner of the business.  We consider this matter closed.

Thanks,
Todd S******  

8/6/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I called back in early April in inquire about when my contract was up. I was told that it was up on 5-9-15 and if I wanted to cancel that I would have to start the cancelation process right away. I called back and verified the date of 5-9-15 and was emailed to sign the cancelation through docusign, which I did on 4-9-15. I didn't hear anything for a while. So 5-9-15 came and went. I got a bill in the mail for he monthly fee for May, So I called them on 5-26-15 and told them the account was supposed to be canceled on 5-9-15. They stated that they never received the signed document so I was given a fax number and faxed the paper to them. I didn't hear anything back so I called back on 5-28-15 and they had no update and I was told to call back in 24 hours. I called back almost everyday until 6-2-15 and was given the account closure confirmation by Michael which is ********. I received another bill after that for 30.00 and then another for 295.00. I have called for the past two days and now they tell me that the account was not due for renewal or cancelation until 2017. No one ever told me that when I called for the renewal date. Every time I called I was given the date of 5-9-15. Now they tell me that the contract auto-renewed on 5-9-14. Which again no one told me. Out of the dozen people that I have spoken with they all had told me 5-9-15 until I got this bill in the mail. I spent 45 minutes on the phone yesterday and was told the accounting department would contact me in 24 hours for the credit of 295.00. I had not heard anything so I called back today. Another 45 minutes and they are telling me the same thing, the contract renewed last year. I stated that no one mentioned that when I called. I was told to cancel by 5-9-15 with no cancelation fees. I stated that this is not my fault that their call center kept giving me the wrong information. They are refusing to credit me the 295.00 for the cancelation and the 30.00 bill for June and the 23.95 for May. I was sent to the voicemail of the call center supervisor, I have left a message and wondering if I will actually hear back. I am tired of arguing with this company. They have been nothing but a problem and their customer service call center is NOT helpful at all.

Desired Settlement: I would like a refund of 348.95 which is the 295.00 cancelation fee, 23.95 bill for May and 30.00 bill for June.

Business Response: Dear *** ********,

We have reviewed ****** ******'s complaint.  We have attempted several times to reach them by phone to discuss this matter further.  We have left a several voice mails for ****** to call us back.  We are still waiting for a return call.
Thanks,
Todd S******

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.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

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

8/6/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In August of 2014, the franchisor of *** ****** *** entered into a contract with ********* that offered franchised locations the opportunity to save significantly on monthly merchant account fees. I went to my local ***** ***** **** (referred to herein as "***") branch, (on ****** Hwy in ************* **) where I’ve done my banking for several years, and spoke to the manager, *******, about how to close our Merchant Services account with ***. She told me that all I need to do is switch-over to ********* and *** – Vantiv would know we’re no longer a customer. That sounded easy, so we switched our merchant services to *********. Again, this was in August of 2014. In September, my account was charged $88.88 on the 2nd and $22.90 on the 11th. I didn’t know what these were; I assumed they were some silly fees *** was charging for God-knows-what, but I assumed the charges were done. In October, similar fees were charged ($30 on the 2nd; $22.90 on the 9th,) so I began asking ******* about these charges. After several weeks, she learned that these were indeed merchant service fees still being charged. She said she would look into this matter and get them stopped, since she remembered telling me all I had to do was to switch the account to *********. In November I was charged the fees again. ******* said she was working with someone, but he was hard to reach, then at some point he either left the company or was transferred, sohe was replaced, and – as the holidays approached -- I finally learned that I had to fill-out/fax an account-closing form to Vantiv, which I did on December 19th around 1:30pm EST. As 2014 became 2015, we continued to be charged monthly fees. Every time I asked ******* about it, she told me she has contacted someone, and she’s waiting to hear back, yet the fees continue to be charged. On May 18, 2015 at 10:40am, I called the Vantiv Merchant Services Customer Help Desk and spoke to “Crystal.” Crystal told me they showed no record of ever receiving the faxed form necessary to close my account – the one I faxed on December 19, 2014 around 1:30pm. Her attitude was one that basically said it was my fault, that it’s my duty to follow-up within 24 hours to make sure they had received it, even though the fax machine showed it was successfully delivered. Crystal then told me her notes stated that Vantiv had even e-mailed another closing form to me on April 11, presumably after ******* from my ***** ***** Bank contacted someone. Crystal even got a little snippy, suggesting I need to check my spam folder, etc. But, when I asked Crystal to confirm the e-mail address, she gave me an INCORRECT one. At that point, her attitude became a bit more conciliatory, as she realized it wasn’t in my spam folder; I never received it. Why don’t the people at Vantiv check THEIR spam folder, as the e-mail was obviously returned as not being received? Crystal e-mailed yet another close form, stating that’s about all she could do for me. I filled-it-out and immediately returned it to her (at 12:26pm.) Four days later, on May 22, my account was charged $295. For what? I have no idea. Then, on June 11, my account was charged $22.90. It is also interesting to me that both of the above-mentioned faxes were sent to different fax numbers. I'm not sure if this has any significance, but it strikes me as being odd. It is now mid-June; ******* says she continues to call/e-mail her contact, and he's always "working on it." I want my money back and the fees to stop! As of the date of this complaint, my account has been incorrectly charged $1001.88 since I was told by ***** ***** Bank's own company representative (the bank's manager!) that all I had to do was switch companies. I am a very patient person, but at this point, I’m pissed-off. Someone needs to make something happen! In summary: • I followed the directions given to me by Vantiv’s representative at ***** ***** Bank, which even she acknowledges! • It doesn’t matter that Vantiv is a “third party.” I followed the directions of its representative. • The rep (my bank manager) has attempted to solve this issue on my behalf, with no luck. • Now I’m trying to get someone to listen and solve a problem that I didn’t create! • I am asking for all fees since September to be waived and returned to me.

Desired Settlement: I am asking for all fees since September to be waived and returned to me.

Business Response:

This issue has been resolved to the client's satisfaction.  A payment was issued yesterday to the client for $1001.88.  We consider this matter closed.

Thank you,

Bronson Z***  | Senior Business Analyst

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

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.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

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

6/19/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We had been a customer of the bank that has become *** since 1970 and had close relationships with local employees, so when a *** employee, Jay, approached us about changing our credit card processing to *** I was receptive (*** ********** has become Vantiv). Jay repeatedly promised that there was no risk in trying their services as there was no contract period, we could cancel at anytime. We never received a copy of any contract until after we had a problem and insisted on getting one, Jay had filled in blanks after I had signed the form (not a full contract) that I had thought blank because they did not apply. He also locked us into a 4 year lease agreement as well as a 3 year processing agreement. We were unhappy with their services (statements unavailable, had to try and read through 4 different on-line reports to see how they arrived at their monthly fees) and wanted to switch processors. We were told that we owed thousands of dollars in early termination fees (this is when I demanded a copy of the contract which does have the wording he referred to, these types of fees should be illegal) but would settle for $350.00. It had taken a month to get this far and by now I was more than ready to be finished with Vantiv, so I agreed and they withdrew the money from our account. Vantiv had to "unlock" our terminal so the new processor could reprogram it; what should have been a simple 15 minute phone call turned into a three month ordeal with a damaged terminal, MANY phone calls, being left on hold for up to 30 minutes and going a full week without the ability to process credit cards. Due to the lies told by Jay at the beginning of our relationship, the incompetence of the "technical help" and the indifference of the rest of the "customer service" people I was passed around to and the length of time to resolve all these issues, I would like a refund of the $350.00 *** and the $1,068.00 it will take to get us out of the equipment lease that ties us to Vantiv - another detail that was a surprise to us.

Desired Settlement: As *** and Vantiv are large nationwide organizations with a good BBB rating I believe they have a responsibility to correctly train their employees to deal honestly with customers and to respond to their problems/complaints in a timely and friendly manner. None of this was true in my experience. Beyond that, they have a responsibility to make things right when their employees do not act honorably and misrepresent the companies fees and terms. Their *** fees are unreasonable under any circumstances and should be revised to a simple flat fee. I would like Vantiv to refund us for the actual cost of the *** and the buyout of the lease their employee misrepresented, a total of $1,418.00.

Business Response:

Dear *** *****,

 We have reviewed **** ****’s complaint.  **** **** contacted our call center 5 times in the 2 years she processed with Vantiv.  During each one of those calls, it was never mentioned that she was unhappy with service or that she was unaware of a lease agreement.  **** **** signed terms and conditions on 4/24/13 that clearly state’s an early termination fee in the contract.  **** **** then signed a lease agreement on 5/13/13 that shows the monthly fee and it’s a non-cancellable 48 month lease.  We will not be able to provide a refund for something **** **** signed and agreed too.    

 Thanks,

Todd S***

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Vantiv says that I contacted the call center 5 times without stating I was unhappy with the service.  He does not say when those calls were made (just "within the last two years"), and I don't remember calling them other than when I was trying to figure out their statements and most recently when I was trying to get the problem with the equipment programming resolved.  I was definitely unhappy with them and their service when I called for those problems, THEIR employees must not have noted that??  I had the phone number of the sales rep. that signed me up with them and he certainly knows I was unhappy as I called and e-mailed him several times over the past two years.

As to my signature, I only signed two papers.  One was a one page application that did not have a contract term on it and the other was an acknowledgement of their terms, which I thought I understood per the Rep., but apparently not as he didn't give me the fine print that I later had to go on-line to get.  The equipment lease agreement did not have the lease term filled out, as I stated before I thought that was because there was no term.  When I realized we were in a lease agreement and requested copies from the Rep. is the first time I saw all the other pages that were supposedly part of what we were agreeing to.  I have a copy of the equipment lease agreement that my boss signed that shows that line being blank - the Rep. filled out after he left here as he did several other forms, including my SSN, birthdate and home address which I never gave him and wouldn't have as I am not an owner of the company.

I admit that I gave too much trust to their representative, but I thought I was dealing with a reputable bank that we had a business relationship with for many years.  Information was withheld and forms were filled out AFTER he got signatures.  Vantiv is a dishonest company and their reply is what I expected from them.

Regards,

**** ****

Business Response: Dear *** *****,

We have reviewed *** ****'s response.  This complaint has been reviewed by our Sales office as well as our Call Center team.  We will contact *** **** directly to work through her complaint.  We will ensure that all issues are addressed.
Thanks,
Todd S******

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint within your time frame.  For your reference, details of the offer I reviewed appear below.

I can't say whether or not they will resolve my complaint by your deadline as I have not heard back from them today and I will be out of the office until Tuesday, May 26th.  I have been contacted by Todd S****** of Vantiv, who says he has forwarded the complaint on to another person.  That person has not contacted me yet.  I will let you know on Tuesday if I have heard from them and whether their offer is acceptable or not.

Regards,

**** ****

6/5/2015 Problems with Product/Service
5/27/2015 Billing/Collection Issues
5/14/2015 Advertising/Sales Issues
5/14/2015 Billing/Collection Issues
4/15/2015 Billing/Collection Issues
3/20/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: ***** ****** came in to set my business up for credit card terminal. I was not able to use the terminal. Before ***** ****** left my business he took everything with him and assured me that I would not encounter any charges because the account was not activated. This was November. I then started getting charges for their services each month. To date they owe me $258.95. I tried calling ***** ******, he would not return any of my calls. I called him for 3 months, never a return call,email or text.. I called my Bank which is 5/3 and they said they were trying. Finally in February (4 months later) ***** sent me an email assuring me no more charges would be made and I would be seeing a credit in 7-10 days. 30 days came and went and I had another charge for March. From Nov-March I have been charged every month.

Desired Settlement: I want every penny sent back to me. This has been nothing but a stressor for 5 months. I will not use *** **** or Vantiv processing, and I will not ever give them a recommendation. I will be closing out my bank account, I want a check in the amount owed to me of $258.95

Business Response:

Dear Ms. ********,

 

We have reviewed Ms. ********s complaint.  We have decided to close Ms. ********s account as requested.  We did not charge any early termination fees for terminating the contract.  We have also provided a full refund in the charges we show totaling $136.12,  Ms. ******* is claiming a total of $258.95, however we were not able to calculate that dollar amount.  The refund was processed on 3/4/15 and went to the bank account on file with her contract.  We are not able to send paper checks per her request. 

 

Thanks,

**** *******

3/13/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have repeatedly been trying to cancel my service with Fifth Third Processing Solutions since November 11, 2014. I have faxed forms, mailed back all of their equipment, made numerous and numerous phone calls canceling the service. After canceling the service on November 11, 2014, I received a e-mail right away from Vantiv Holding,LLC DBA Fifth Third Processing Solutions with instructions where and how to return equipment to them, the person ******** stayed on the line with me made sure I received. e-mail. We promptly put the package together and mailed out. I then received a confirmation that they had indeed received the equipment, so far we are good. I was also told that there may still be some misc. charges that would come through in December due to closing dates and such but we were out of contract because we had been with them since 2005 and no longer under contract. Well it is now February 2015 and we are still being charged and our account debited for these active account charges. I spoke and faxed my stuff over to them again in December when I saw yet a second charge come through in December 2014. Then in January 2015 there were two more charges, so on January 21st when I called this time they say there is no record of the account closure on file. I now have to fax everything again and call back to make sure they have it. Now they tell me to call back in 48 hours to check on the process which I do on January 23, Call back again which I do on January 26th and now they tell me yes there is a ticket for the closure. They finally close the account on January 27th two and half months later and two and half more months charges and now we also have an early termination fee of $295.00 for breaking contract. In February 2015 there is yet another charge of $19.30 on our account because the closure did not take place until January 27th and when account is open any part of the month the customer is charged.I feel the company keeps prolong it,putting a customer through hoops for extra fees.

Desired Settlement: We have paid for this service for many years - used it very little and We feel all of the December,January and February charges should be refunded.

Business Response: Dear Ms. ********,

We have reviewed Ms. ****** complaint.  We are currently researching the issue mentioned in her complaint and will provide a detailed response upon our completion.

Thanks,
**** *******. 

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.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

****** ****

3/12/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I used Vantiv to process credit card transactions when I owned and operated ******** **** in 2013 - 2014. In February of 2014 I closed the business. I decided to close my Vantiv account and faxed the necessary document. A gentleman from Vantiv contacted me and informed me that if I chose to close my account there would be a charge of somewhere near $500 due to my contractual obligation. I mentioned I was trying to sell the business and in fact had a couple of inquiries. He suggested that I keep my account open and transfer it to the new owner. That way I would avoid the charges since the new owner would also be using Vantiv. I said that was good. When the business sold the new owner attempted to have the account transferred and was told he must open a new account as the Vantiv account was tied to my federal ID #, which I believe he did. I continued to pay monthly fees for my open account. When the new owner informed me of the inability to transfer the account I went to the Ft. Wright 5/3rd to find out why I was misinformed. The person at 5/3rd was very helpful and worked with me to contact the Vantiv person I originally spoke to in March as I didn't have his contact information any longer. This occurred in October. The Vantiv conact seemed to be helpful and said he would take care of closing the account and there would be no more charges. Unfortunately there were additional monthly charges in Nov., Dec., and Jan. of $23.95 plus an annual renewal at $99 in Dec. I went to 5/3rd again on Jan 30th. Once again we contacted the Vantiv rep. He informed us that he required a form to actually close the account. But, he again said he would close the account immediately, without said form. I requested that the past charges also be refunded as he assured me the account had been closed in Oct. He said he would need to speak with his manager. The person at 5/3rd e-mailed proof of the charges to him with the understanding he would contact us with resolution. Once again I was charged $23.95 on 2/10 despite his assurance the account had been closed. He finally called at 3:08pm on 2/11 and left a voicemail to call him, 2 weeks after our original e-mail. I returned his call the morning of the 12th and left a voice-mail. I received no response. I e-mailed my frustration to him and asked for his managers contact information at the end of the business day on 2/12. I also requested reimbursement for a minimum of $194. 80 for the additional charges incurred since our conversation in October. I have received no response. I called and left another message to please call me the afternoon of 2/18. I have again received no response. Vantiv is a subsidiary of 5/3rd. My 5/3rd contact is as frustrated as I am with the unresponsiveness and lack of service. She has been very supportive. She has spoken to another Vantiv representative and was assured the account is definitely in the process of being closed. Of course at this point I will believe it when I see it. The issue is not just with the continuing monthly charges, but more importantly with the lack of service / communication. I feel as if I am being deceived. in fact I guess I have been deceived. The Vantiv contact has been entirely unresponsive, ignoring my calls and my e-mails, and lied to me about closing the account in Oct. Worse, is I have absolutely no power to stop the monthly charges.

Desired Settlement: Reimburse the $194.80 in charges incurred since October and any additional charges should I be charged in future months. An apology would be nice too.

Business Response: Dear Ms. ********,

We have reviewed Mr. ******** complaint.  We have determined that Mr. ****** will be receiving an credit in the amount of $194.80.  The credit will be issues within 7 business days to the bank account we have on file with his merchant account.  I apologize for the delay in  response. 

Thanks,
**** ******* 

3/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am writing this complaint in hopes that someone other than a random phone agent will finally contact me to resolve this matter. I have been calling for months now to speak with a supervisor and am told the same thing "a supervisor is unavailable and will contact me within 24-48 hours''. Within that time period I normally receive a phone call from a number that I do not recognize but every time I answer the phone all I get is silence, there is never someone on the other side to speak with. Below is a detailed explanation of the issue that is taking place. I will start by stating that my account with Vantiv has been closed since roughly November. Roughly 6 months ago we started to receive debits from our account. When I called to ask what the debits were from I was notified that they were credit card disputes from some of our customers and that the respond by date for the disputes had passed. When I asked the agent on the phone why I was not notified of the disputes so that we could respond to them she informed me that dispute letters had been mailed to us. Instantly I knew there had to be a mistake because we never received any such letters. I asked her what we could do to fix this issue and she said the only thing she could do was mail us new dispute letters and we should respond to them with a letter attached stating we never received the dispute letter and to consider our documentation (to this date we still have not received the resent letters in the mail). After waiting 2 weeks for the letters to come in the mail I knew something was wrong and called back. The next woman that I spoke with said she did not know why we had not received the letters but put me on hold while she investigated the issue. After about 10-15 minutes of being on hold she came back and informed me that she found what the issue was. She informed me that even though they had 2 addresses listed for my account (business and home) that neither of them was marked as the address to send disputes to. After hearing this I was relieved but still livid that I had lost nearly $6,000 because of this mistake. I asked her since neither addresses they had listed for me were marked where were the dispute letters sent she stated that she had no clue and apologized for the mistake. She the notified me that she had corrected the error and all future disputes would be mailed to our business address. When I told her that although I was happy with the mistake being corrected, I still wanted to speak with a supervisor to try and resolve the issue of me losing $6,000 for an error on their end she told me there were no supervisors available and one would call me back within 24-48 hours (I've learned that this is their favorite statement to make). After not speaking with a supervisor within their speedy 24-48 response time I completely lost all faith in their ability to send me disputes in a timely manner so I started to call them numerous times a week to make sure no new disputes had come in. During one of these calls I spoke with another agent and asked her if she could fax me the dispute letters that I never received so that I could at least know who the clients were and to also have a record of the losses. She let me know that she could fax them to me but once again it will take 24-48 hours (to this date months later I still have not received a fax with the documents requested). I should probably mention that I have no issue with waiting 24-48 hours, they are a large company but atnleast stick to your word and send them. During this time we have received several more debits for lost disputes without even an option to provide all of the supporting documents in regards to the disputes. Two weeks ago I made another call in and was finally informed by someone that they had received a retrieval request for a transaction. I asked her when the retrieval came in and when the respond by date was to make sure we still had a chance to respond. She informed me that the dispute had come in the day prior and that there was no respond by date on the letter (this is when I got concerned because all letters should have a respond by date clearly written in the top right hand corner). I told her that I wanted her to fax me the letter ASAP so that I could respond. After listening to her tell me it would take 24-48 hours I let her know that I would like to change the address where letters were sent. She very kindly assisted me with the issue and I crossed my fingers that I would receive the fax and also start receiving letters to the new address. To my surprise I received the fax 2 days later but my excitement didn't last too long. The first thing that I noticed was that the respond by date was 2/2/2015 and I had been told two days prior to receiving the fax that they had just received the notification and that there was no respond by date). How in the world did they receive a retrieval request on 2/09/2015 with a respond by date of 2/2/2015? Needless to say I responded to the letter with all of my supporting documents (signed credit card receipt and signed contract) in hopes that I still had time since it was my first opportunity to respond. At the beginning of this week I received a notification letter in the mail (finally) to inform me that they received my response but unfortunately since it was received after the respond by date there was nothing that they could do. The best part of it all was that the letter was mailed to the OLD address that they couldn't send me anything to prior and not the NEW address that was supposedly changed by the agent on the phone. The total losses while dealing with this issue are well over $15,000 now and I clearly have no other options except to file this complaint and hope that someone other than an agent that barely speaks English will contact me to resolve these issues. If this does not result in any type of resolution my last option will be to contact an attorney to see what my options are. Looking at the other 48 complaints they seem to be pretty prompt in resolving issues such as this only after a public complaint is filed and hope that will be the case here.

Desired Settlement: I have two desired outcomes in regards to this complaint: 1. I want to receive notification of a retrieval/dispute BEFORE the respond by date has expired so that I at least have a chance to resolve the issue. 2. I want to speak with someone other than a phone agent that barely speaks English so that we can try to resolve losing over $15,000 without even an opportunity to respond. It all boils down to my second ever phone call with an agent where she informed that the reason why I never received the letters was that they had made an error and the letters were never sent to either address on file which is completely unacceptable when I am told that even though the mistake was on their end, that there is nothing they can do in regards to the lost $

Business Response:

Dear Ms. ********,

 

We have been researching Mr. ******* complaint.  This has been a lengthy process involving several different departments, including our risk as well as our charge back team.  Our risk department closed his merchant account October 2014.  The reason Mr. ******* account closed, was excessive chargebacks.  Mr. ***** was over 6% chargebacks, which means 6% of his transactions resulted in a charge-back being filed.  Mr. ***** is asking for $15000 in refunds.  Dating back to June 2014 there were a total of $13,749 in charge-backs.  After conferring with our Risk department, the merchant did not lodge complaints about receiving notifications of the charge backs during their history of correspondence.  Mr. Yamin called in the beginning of February and updated his address. However, the address update did not go through to charge-back systems because his merchant account was already closed and changes do not filter over on closed accounts.  Also, the address the merchant gave in this BBB complaint, matches the address we have on file for charge-backs: *** ********* ***  ****** ***** ** *****.  I have contacted our charge back department in regards to his letters being late.  I was advised that the notifications go out as soon as we receive them from the banks.  Mr. ***** hasn’t responded to any of the charge backs on file.  I am asking our charge-back team to provide any of the cases that might still be open, in hopes Mr. ***** can respond through the appropriate channels.  Vantiv has no decision in the charge-back cases and therefore are not responsible for any refunds.  If the charge-back team is able to identify any cases still open, I will personally reach out to Mr. ***** and provide him with a list of chart numbers her can respond to.  In the meantime, Mr. ***** has the right to respond to any charge-back letters that he has on hand, and I would encourage him to do so.   

 

Thanks,

**** *******

2/25/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I cancelled an account with them in 2013 that I only had opened for one month and have been charged $25 every month since. The way it was worded on my bank statement i thought it was a bank fee so i had no idea I was being charged by them. I closed the Vantiv account with the same gentleman at the bank that I opened it with. When I called to try to get my money back today, the woman I spoke with told me that I had to fill out some form (that I never knew existed in order to even close it as of today). I am currently waiting on paperwork to now just close the account and try to get any of my money back. When I gave her my account number that I had archived in my email, of course, that wasn't on file. When I closed the account with ***** at 5/3 bank he told me to keep the equipment that at any time I could reopen the account, so I did that. I did everything that I was asked to do and now I don't know what to do. The bank says they have no record of this at all because it was so long ago. I have not used their services ever, cancelled it after the first month of service. Lesson learned. Never again. I completely feel robbed at this point.

Desired Settlement: I have no problem paying for that first month (which was the incorrect bill that had to then be adjusted) but with every other payment they fraudulently taken, I want back.

Business Response:

Dear Ms. ********,

 

We have reviewed Ms. ********** complaint.  We have closed Ms. ********** account to ensure no more future billing.  We have also issued a credit for $225.25 to be received within 5 business days to the bank account on file.  This will complete the full adjustment of $350 for her account.  She was credited previously in the amount of $124.75 on 2/19/15.  

 

Thanks,

**** *******

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Yes, the issue as now been resolved but it did take me going into the bank and having them call. But the  account is now closed and I received a full refund.
Thank you kindly,
***** ********
******* ***** ***** ******* * *********** ***** ************* ** ***** ************* ************************

 

2/3/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am PTA Treasurer for an elementary school, in August 2014 I met with a rep from I was told represented Fifth Third Mobile Processing. At the time we were looking to purchase a Square device to use for credit/debit card transactions. We are an extremely small PTA unit that typically has less than $5000 in our account, the school has a majority of about 75% that do not speak English as a first language, parent participation is not high, and that we were trying to see if this would increase profits for us but was just another trial run of things we were trying. All this was explain to the rep. The rep, ***** *******, stated that we would be better using Fifth Third due to being able to have added security and available customer support. Before meeting we also exchanged text conversation about the fees associated with the offered system. In this conversation, ***** agreed to waiving 'all' fees except the $99 annual fee. Upon meeting, we went over the contract, which was marked up to waive all fees as discussed previously, and I agreed to the terms at that time, and signed. Since we had met in a local *********, ***** agreed to email copies of the documents to me once he reached his office. That never happened. Almost immediately money began to withdraw from our account. Speaking to *****, he was unaware of what the funds were for and why they were being withdrawn, but agreed to look into the transactions. That never happened. From the time we received the equipment in September until December 2014, it was used approximately 4 times. Over that same period, we had more than $200 withdrawn from account. Each time I reached out to ***** to attempt to get information on why this kept happening and what the amounts were for, he continued to say he had no idea. After a while, ***** became unreachable by phone, email, or text, and started giving excuses that he was sick, he was out of the country, or that he was working on things and would get back to. It was not until about November that I contacted Customer Service, as he stated I should not do because he wsa going around normal protecol with the fee waivers. Customer Service was able to account for several fees, which they described as Breach Assistance and a fee that **** * ********** charged each time one of their logo cards were swiped during a transaction. They also said that my monthly statement would entail these withdrawals, and I then informed them that we have never received any type of paperwork regarding this account or the transactions tied to it. When I finally got a hold of ***** in December, he said he would again look into this. At that time, I informed him that things were beyond out of hand and that we wanted to close our account. After a heated conversation, he agreed to close account, which he said was done on December 10, 2014, and not long after that date we received a credit back in an approximate amount of $110. On January 13, 2015, more money was withdrawn from our account. Upon contacting *****, he said he did not know why and that I needed to contact Customer Support. Speaking to them on January 16, 2015, I was told that when our rep closed our account he was suppose to have us complete a closure agreement, which would have officially started the closure process. I was also informed that since this did not happen, we have fees that will continue to be withdrawn until that is done. Along with this I was told that we were legally bound by a 36 month contract and that cancelling early would mean we were responsible for more than $2,700. After a lengthy explaination of how our account has been handled and the terms we were told were in place, they decided to settle for $450 which would need to be agreed upon on our end by January 21, 2015. I explained this information in a detailed email to my PTA President along with ***** and he did not offer a response of any kind. Below are text messages between myself and *****: *all times are Eastern Standard* ***** (8/13/14 4:11p) - Hey "NO" contract either.. He said I could waive it.. Me (8/13/14 5:17p) - They are back on board if you are waiving the $40 program fee. I will just have to return the devices they bought today. And I have a check that has signatures on it that I can send a copy of. ***** (8/13/14 5:24p) - Sweet!! Let's do it!! Send me a copy of the check..Please..:) Me (8/14/14 4:29p) - Good Afternoon. I wanted to know the status of our paperwork and to also ask that you email me copies of everything completed during our meeting. ***** (8/14/14 4:31p) - Everything seems good to go. I will email u a copy 2nite or 2moro.. Thx!! Me (8/20/14 6:46p) - Good Morning !!! I would love to know the status of our card reader. Not only did I never receive my copies but I have not contacted about training or receiving the actual readers. We were hoping to have this done by tomorrow so they could be used. Me 10/2/14 6:55a) - Good Morning...I am only available this morning until 8a, however, I wanted to bring to light that I never received paperwork regarding the $105 withdrawal from our account, nor have I received an adjustment/credit back as you had previously mentioned. Please advise on when both of this things will be taken care of. Thank you! (********* ********************r Village Elementary) Me (10/4/14 5:50p) - Good evening, this is ********* ********** **** ********** Village. On yesterday, another transcation came out of our account for $11.03 and again does not have a description. If I do not receive paperwork regarding these withdrawals from our account by the close of business Monday, I will contact the corporate number provided and then if I do not reach some sort of satisfaction, I will cancel the agreement and return the eqiuipment. I do not mind paying what I agreed upon, however, that has not been the case. I look forward to the resolution of this matter. Thank you. ***** (10/4/14 5:52p) - I sent n the EPR yesterday & it was approved.. Me (10/4/14 5:53p) - Does that mean I will have documentation on both withdrawals? ***** (10/4/14 6:28p) - Yep Me (10/7/14 6:44p) Good evening, as of today I have not received any documentation. ***** (10/7/14 6:57p) - We will have to wait until they email me the form & then I will come to u to get a signature.. This can take up to a month.. We will get it taken care.. Me ( 10/7/14 6:58p) - I'm only looking for documentation on the transactions that have taken place. It has to be recorded on my end in order for my audir to be completed correctly. ***** (10/7/14 6:59p) - Do u just need ur credit card statement?? Me (10/7/14 7:00p) - The statement does not detail what the transactions that were automatically withdrawn from our account are for. It only lists the amount taken out. ***** (10/7/14 7:01p) - Gotcha.. I will c if they will send it to me n the morning.. I might have to have u call.. Me (10/7/14 7:02p) - That's fine Me (10/17/14 10:30p) - Good evening. I've been busy with work and haven't kept up on reviewing our account, but another transaction came out of our account. I do appreciate your help, however, I plan to speak with someone who can justify these transactions and reverse them. This is becoming a but annoying and the fact that I've have yet to discover the reasoning is not helping. ***** (10/17/14 10:36p) - I submitted the EPR.. I will check & call u Mon.. Sorry.. Have a good weekend.. Me (10/31/14 3:01p) - Good afternoon! This is yet another attempt to retrieve documentation and clarification on the continuous withdrawals from our bank account. On several previous conversations you have stated I would some sort of information, and that has yet to happen. It has been more than one that this same request has existed and I am no closer than I was months ago. I have copied the PTA President, ***** ****, in this message as well since she is also concerned on why we have not received a response. Hopefully, this can be resolved soon and we can have the funds credited back to our account. ***** (11/13/14 3:44p) - I stopped at the school to get your signature but u were not there.. Let's meet up n the next couple of days at ********* or got Lunch on me & I can't get this signed & sent back n.. Thx.. Me (11/13/14 3:46p) - I do not work in the school, so I'm not there unless previously scheduled. Also I have a day time jobs that makes me unavailable on business days until about 5:30p. ***** (11/13/14 3:50p) - Ok.. We can shoot for Mon at 5:30-6:00.. Just call me when u get off work.. Thx.. Me (11/13/14 6:56p) - I'm available during those times on Tuesday. When we meet can you provide me with something in writing that states the transactions in our account will be reversed once the paperwork you are bringing to me on Tuesday is processed. At this point, I need something more than your word to take back to me PTA unit. Me (12/2/14 7:10a) - Good morning. This has been weeks since our last conversation and nothing still has transpired from it. Today on my break I will be contacting customer service for your manager's number and I will canceling our contract with you specifically. On a personay, yet professional note I would like yo express that as a saleman and businessman your attention and loyalty to your customers is terrible. I want to also point out that I have dragged my feet in hopes that you would recognize your non-existence to our account and become involved and devoted, however, that seems to be farthest from your mind. I appreciate what Fifth Third Mobile Processing has to offer, but I am disgusted with the customer service and support you have offered. ***** (12/2/14 3:46p) - I just received another form I need u to sign.. I have the EPR Form to waive all fee's.. I also have the monthly statements on what u were charged & I just received a form to cancel the Breach Assistance that u r being charged.. I need to meet up with u when u get off so I can get all if these sent back n ASAP.. It wouldn't make any sense to u if I emailed them.. I want to get ur credit & make this right for u all.. I'm Sorry.. What time can I meet u & where?? Me (12/2/14 3:48p) - They cannot be immediately signed as they now have to be reviewed by *****, the PTA President. You can get them to me today and I will get them to her. ***** (12/5/14 9:56a) - Lady's I'm waiting on my Boss to send me back the credit approval.. I didn't forget about u.. He has been at Corp Office all week n conf.. ***** (12/10/14 11:17a) - Ur account had been canceled & credit has been approved.. Me (12/10/14 11:20a) - Thank you for the update Me (1/14/15 11:31a) - Good morning. I was under the impression our account was closed. Yesterday there was a $13.95 withdrawal. How is this possible? ***** (1/14/15 11:35a) - I have No idea..U need to call **************

Desired Settlement: In my opinion, they should be obligated to returning the funds that were withdrawn from our account since they agreed to waive them from the initiation of the meeting. I also believe that if they are not willing to credit back those funds, that we should not be obligated to commit to sending them more money, since they have already taken more than discussed & agreed to. The messages more than confirm that their rep agreed to no contract and waiver of all fees. If anyone should be held responsible for the lack of professionalism with this entire business relationship, it should be ***** *******.

Business Response: Dear Ms *********

We have reviewed the complaint.  We are currently researching along with the sales person(s) in regards to Ms. **********'s issues.  Once we have completed the research, we will provide a detailed response.
Thanks,
**** *******

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint, but starts the process. For your reference, details of the email I received appear below.

From:"******** ***** ************************>
Date:Wed, Jan 21, 2015 at 9:10 AM
Subject:BBB Complaint

Good Morning **********

 

My name is **** ******* and I am a Supervisor with Vantiv.  I am working your BBB complaint and just need to get some basic information to get started.  In order for me to locate your account, I need to have a MID # (basic account # when you are set up for processing); or a TAX ID #; or the Legal Name of the business.  Once I can locate your account I can begin to research the issues.  I appreciate your help!

 

Thanks,

 

**** *******  | Contact Center Supervisor II  | 

NPC | a vantiv company

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


Regards,

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

Business Response:

Dear Ms. *********

 

We have reviewed Ms. **********’s complaint.  After contacting the individual sales office Ms. ********** worked with, it was determined that we will be refunding their Early Termination Fee of $295.00, along with an additional $13.95 for  PCI Compliance fee.  The refunds will be processed and posted to the bank account on file within the next 48 hours. 

 Thanks,

 **** *******

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Along with this response, we have been informed that our account is completely closed and no further withdrawals will be made from our account.

As long as Vantiv holds to these stated details, I am completely satisfied with their actions.

Regards,

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

2/2/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am the CEO of an ecommerce site that first signed on with Vantiv in 2012. The then CFO entered into that original agreement with my authority. In April of 2014, she signed another agreement without my authority. At the time, she was exhibiting signs and symptoms of a medical condition that was interfering with her ability to adequately perform her duties and ultimately resulted in her going out on Medial Disability. A medical doctor has declared her no longer fit for duty and examined evidence as far back as mid-April, a date prior to the signing of this latest contract, in doing so. In the contract, the prior CFO mistakenly identified herself as 100% owner of the company. She additionally listed herself as the personal Guarantor. I would expect that Vantiv, in accordance with the Patriot Act and having done due diligence, would have on file information that stipulates company ownership and authority, such as the Operating Agreement. The prior CFO has never been a 100% owner of the company and has never had full authority to enter into a contract of this magnitude without my prior written approval. She is currently residing in an assisted living type facility where she can have meals provided for her and the comfort of additional supervision. The prior CFO’s limitation to authorize expenses without my prior approval was $1000.00. The terms of the current Vantiv contract exceed that amount. She also failed to obtain competitive bids before signing. I believe these oversights were due to her illness. We have since obtained two competitive bids, which we forwarded to Vantiv. Both estimated a minimum savings of $1000/month. Vantiv has had them since early December and has yet to offer us a competitive deal or further lowering of rates. Since early December I have repeatedly via telephone and email asked about the process and potential cost involved to terminate our contract. During each telephone conversation I am encourage to just continue longer. I have clearly stated that I feel this process is being dragged out and would like an answer. On December 12th I was told the Total Liability was $72,715.79 and the Minimum Settlement amount would be $12,725.26. I requested clarification at to what that meant and asked for further consideration in light of circumstances. At that point the gentleman I’d been dealing with indicated we could negotiate down the $12,000, that he wouldn’t ask for that much. There was much back and forth with him needing to get approvals and confer with a manager. On 12/29 I received an email stating despite everything they wanted all $12,000. I expressed my disappointment and asked him to remind me what the notice period was and when the $12,000 would be due. Then I received a message to call him. Again he asked if I would stay on and ride out the contract. Again I was told they would possibly negotiate. More back and forth ensued. He finally asked me what I could afford to pay to get out of the contract. I offered $4,500. On January 6th I was told that the settlement amount of $4,500 was approved and that I would have a letter stating so the following morning. The letter never came. I wrote back at the end of business on the 7th with a reminder. The morning of the 8th I received a phone call stating that they had changed their mind and wanted the full $12,000. I am at my wits end. Before hanging up I demanded something in writing outlining their terms so that I can decide on next steps. I have received nothing. The length of time it is taking to reach resolution and the amount they are requesting seems unconscionable given the situation. Vacillation on terms that took a month to negotiate and were verbally agreed to seems completely unreasonable.

Desired Settlement: We’d reached an agreement for $4,500. Although I think it's more than they deserve when considering the circumstances, it’s what I would be willing to pay in order to ensure that they don’t financially burden our prior CFO with demands that she personally pay a higher amount. This is a sad and unfortunate situation. I would like to be able to plan to transfer to another vender as of the beginning of March with full release of contractual obligations. If I had any confidence in Vantiv, this process has shattered it.

Business Response: Dear Ms. *********

We have reviewed Ms. *****' complaint.  After reviewing the account, Ms* ***** is correct we have agreed on a settlement amount of $4500.  We have also agreed to close her merchant account once the $4500 is collected on 3/1/15.

Thanks,
**** *******

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. 

Regards,

**** *****

1/27/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I signed up last December for services through my *** representative for merchant processing, it wasn't until February that they got everything installed, after sending wrong equipment, of which I was charged for - back & forth about 5 times. At this time, I was splitting up two businesses and getting merchant processing for both, to keep records straight. One of which is a 501c3 charity. The gentleman who was the Vantiv Rep messed up the process and failed to provide me with documentation every time I asked for my copies. Stating if I signed up for different *** accounts, I would offset the cost of the equipment lease. The entire contract ended up having to be re-done and re instated, again needing different equipment which was defective. When things finally became orderly, I learned that the Vantiv Rep was no longer a Vantiv Rep - he had been let go. It wasn't until months down the road I got a call from a gentleman following up for the ***** ***** on an application he had for my business. It was not my application but had my information, all my information and this caller said this happens he will throw it away. It was than 2 weeks later, the investigator for ***** ***** called again with another application for the Charities processing, I put two and two together and asked if *** ********* was the agent, he did some investigating and said yes, I have the documents this *** ********* forged, it is clearly not my signature. I have gone to ***rd many times, trying to get credits that are due to me, I want to cancel my service and am in the process of setting up new accounts to do so. I filed police reports, but no one seems to take this seriously. They *** and Vantiv allowed my personal information to be leaked and taken off site with this employee. I had to put a credit freeze on my name so as to eliminate this guy using it for other purposes.

Desired Settlement: I want to be released from my contract on merchant services at no cost as well as have all the fees of the last year plus coverage to purchase a new machine for processing which will run around 600.00 - the cost of which was supposed to be put into the new accounts that they set up - which they only have taken my initial money out of that I had transferred in to open the accounts.

Business Response:

Dear *** ********

 

We have reviewed ********* complaint.  The complaint was researched by her Regional Manager (RM), whom she has been in contact with previously.  The RM worked with her July 2014 in regards to her pricing.  Ms. ********* account was set up as IC plus, which meant that she was getting billed twice a month for service invoice and interchange fee.  According to the client when she boarded with us she was promised a cost savings.  A rate review was completed in July 2014.  We were able to switch her pricing and reduce her processing fees beginning July 2014 forward, to be more in line with that she was paying previously.  In regards to the credit she is speaking about, we do not owe her anything because these were legitimate processing fees as a result of her processing credit cards.  Ms. ******* has discussed these issues in detail with the RM and we are not able to release her from the contract or provide any refunds. 

Thanks,

**** ******* 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I have gathered information in regards to my complaint, and am attaching them here - I have been charged for items that clearly I was not supposed. Yes, I have spoken with **** ********* - who himself had to come out and try and set up equipment in July, that is 7 months after signing the contract - yes they have adjusted my rate, whereas I shouldn't have had such a horrendous rate to deal with.  
I have been charged erroneous fee's where it states I should have had those fee's waived on the contract.  My time has been spent trying to figure this entire mess out - my personal information has been compromised by one of their employees *** ********* - I had to put a credit freeze on my personal information because they Condone White Collar Crime.  
They have continued to give me the run around and continue to take fee's out that I clearly am not responsible for - the PCI fee's on the contract - state waived - yet.. each month I was charged 10.00 - it wasn't until late in the year that Jake Underwood told me oh, maybe you need to fill out this survey online.  Then at the end of the year 99.00 was taken out for PCI fee's so - double dip are they ? 
I want restitution for all of this - in no way shape or form have they complied or tried even once to protect my business or my personal information

Regards,

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

1/14/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My company, ******* ******* ***., is a New York City based retailer of automotive products and sports & martial arts merchandise. We have been in business since 2011, selling our products to customers in the United States and around the world. In June 2014, we added an e-commerce capability to our existing website and chose Vantiv and SkipJack to be our provider of credit and debit card transaction processing and payment gateway services. Before we signed up, we asked two Vantiv’s sales representatives (names available upon request) about the company’s policy on accepting international transactions since we have B-to-B clients from all around the world. Both of them ASSURED us that with Vantiv and Fifth Third bank we would be able to accept credit and debit cards from many countries in the world including Eastern Europe countries such as Russia and Ukraine, where we have some of our long-term clients as well. On June 24, 2014 we submitted the paperwork and got accepted a few days later. During our online store building and testing process, we have received three test transactions, getting card payments from one of our long-term B-to-B clients in Moscow,Russia on August 1, August 10 and September 9, 2014. On September 11, 2014, we received a phone call from the Risk dept. (name available upon request), who informed us that the last transaction along with our Merchant Account were PLACED ON HOLD because, as he stated, receiving three payments from the same customer is “suspicious”. My associate responsible for online store operations explainedto him that these were the test transactions from our long-term customer. He requested the invoice for the last transaction and the contact information of the customer, all of which he was promptly provided with the next day, September 12, 2014. He called our client and VERIFIED that all transactions were LEGIT. However, on September 18, 2014 our Merchant Account was CLOSED without any explanations! When we called the person from the Risk Dept., who initially contacted us, he told us that our account “was only approved for sports & martial arts products, not for automotive products and the underwriters were not aware of the possibility of international transactions” and we need to talk to the manager (name available upon request) for more information. His statement about our account was ENTIRELY WRONG because in the “Merchandise/Service Sold” field of our Vantiv’s Bank Card Merchant Agreement it is clearly stated “Misc. Auto”. (Proof available upon request) It took me SEVERAL DAYS to get in touch with ******** ***** because she failed to pick up the phone or return my calls and REFUSED to talk to my associate, whose job is to take care of ecommerce side of my business. When I managed to contact the Risk dept. manager, she stated in an extremely rude manner that “the underwriting department does not approve ANY international transactions”. Moreover, she said that we are “only authorized to sell sports products, NOT automotive products and nobody cares what is written in the Bank Card Merchant Agreement because the underwriting department has totally different information in their file”! When I asked the Risk Dept. manager about what I need to do to have my merchant account reopened, she said, “the account will remain closed and the rest is not my business”. On September 29, 2014, I wrote an email letter to the executive cabinet of Vantiv, explaining the situation and asking to resolve the issue, but nobody has ever responded to my request. As of today, October 10, 2014, my merchant account remains CLOSED, which jeopardizes my significant investment in the e-commerce website. In addition, the amount of the lasttransaction ($971) was TAKEN from my client’s bank account and is now HELD by Vantiv, by that compromising the hard earned reputation of my company! I am sure that there are many ways to resolve the issue and reopen my company’s merchant account or at least return the account termination fees TAKEN AGAINST THE TERMS OF CONTRACT and release the fund held by Vantiv. Otherwise, this is a pure fraud to lure companies into opening up merchant accounts on one terms, then collecting fees, getting hold of funds and then immediately closing up the accounts based on very different conditions, while even DENYING DOCUMENTED FACTS put on paper by their own employees!

Desired Settlement: Return to me the early termination fees and remove the hold from the funds captured by Vantiv.

Business Response:

Dear Ms. ********,

 

We have reviewed Ms. ******* complaint.  We are currently working with Ms. ***** and our sales office to resolve her issues.  We will provice our final result upon coompletion of research.

 

Thanks,

**** *******

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

There was no offer so far. At first, Vantiv called me saying that they were going to look into the case and get back to me. I waited for a week, but they did not do so. I called them myself on Monday, October 20, 2014 and I was told that they are still working on the situation.

Regards,

****** *****

11/20/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was opening a new business as a ***** ************ and operating as an independant contractor with a ******* **** ****** . NPC/Vantiv approached the business as a merchant service company and set up seven people on a single terminal credit card processing machine. I was told that there were no annual fees but I had never received a contract, nor had I met ***** *********, the Vantiv Sales Representative (###-###-####). The only correspondance I ever received was a letter in August requesting computer action to complete a PCI DSS review to determine if we were compliant. I did this action late August. We were to be notified within 24 hours reporting our compliance status. No reply was given. I had to leave the state for a family emergency on Sept 4th and did not return until late October. When checking my bank statements, I saw two withdrawals from ******** ******** for $113.17 in Sept., and $113.03 in Oct. I called my bank and asked for a phone number associated with that withdrawal. (###-###-####) "***" from "credit card processing.com" said I did not have an account with them and the bank must be w***g. I called the bank again and asked about the phone number location: **** ****** *******. They told me to call the bank's Fraud Dept. I went to the bank on Oct. 21st and contacted the Fraud Dept, closed the account, wrote and exit letter from Vantiv and sent it to both ***** ********* via phone, and a hard copy to the company in Cinncinati. Another phone number associated with the ******** ******** Withdrawal at the bank was out of ****** **************. I called another number that ***** had on her answering machine: ###-###-#### and talked to "***" who told me the fees were for non-compliance (19.95 per month times 2) and annual fees; $89, and $90. I told him I had no contract nor was I informed about the non-compliance. This has happened to all seven of the independant contractors associated with this merchant service.

Desired Settlement: I would like a full refund of $226.20

Business Response:

Dear Ms. ********,

 

We are currently reviewing Ms. Connolly's complaint and will provide a detailed report upon completion.

 

Thanks,

**** *******

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

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

11-18-14  ***** ********* left a message (10-28-14) on my phone saying she submitted a "Close Account" request and a "Refund" request.  I am hoping I can trust her word on this matter.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

 

  
I believe it is resolved.  The money is back in the bank.  I appreciate all your assistance.
Thank you. 
 
*** ********

 

 

11/17/2014 Problems with Product/Service
11/12/2014 Billing/Collection Issues
10/28/2014 Billing/Collection Issues
10/20/2014 Problems with Product/Service | Complaint Details Unavailable
10/18/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I signed up with Vantiv Merchant Services about a little over a year ago, the rep that helped me was very nice and helpful. She was let go of, ever since then the company has pretty much dropped the ball. I have to call in every month or two because I get charges for things I am not suppose to be charged for. I don't have a direct contact, so I have to call a number sometimes another number or another 15 numbers and hope I don't get hung up on. I called today because my account was charged $98.73 and $128.73 and not sure why besides I was told that one is for a $25 charge for company name change. I didn't change my companies name or anything like that. Then another rep said it was an $89 annual fee, was not told about that at all, so it's like they just wan to charge me for things that I shouldn't be charged for and hope I don't notice it or say anything. So this company has been literally the worse unknown company in the world. Now one of my accounts is closed and they don't know why or what happened. It's like the company just hired people who don't care and the company doesn't seem to care either besides making money. I tried to update my checking account information, that took over 4 months and was told there is no charge for that.

Desired Settlement: I should be refunded and I am tired of games and being drug through Hell and taken advantage. So I want my money back and accounts canceled, I will take my business some place else.

Business Response:

Dear Ms. *********,

We have reviewed Mr. *****’s complaint.  In reviewing Mr. *****’s account with us, we have changed his Bank records a couple different times.  The first time he contacted us in regards to a bank change was 10/24/13.  We completed the requested change on 10/30/13, after receiving the proper paper work.  Mr. ***** again requested another bank change 8/15/14 and the edit was completed 9/4/14, upon receiving proper paperwork.  Mr. ***** also said that he had to call us every other month in regards to charges on his account that were erroneously charged.  Call logs show Mr. ***** began calling us 10/7/14 in regards to fees.  Mr. ***** was explained the fees were annual charges and he was made aware of these fees on his July 2014 statement.  Even though he was notified of the annual fees within a 30 day window, we are still going to provide Mr. ***** with the refund he has requested on both accounts.  Mr. *****’s accounts are closed per his request and his refund will be sent via ACH with the bank account he has on file.   

Thanks,

**** *******

10/13/2014 Problems with Product/Service
9/27/2014 Problems with Product/Service
9/18/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On July 15th, 2014 the problem began. We lost power to our credit machine terminal and could not restart it. I called for assistance. I was told I had to buy a new machine for $600. They sent a machine next day but it was not useful, so the following week they sent another and next day I returned the first. Early August I was charged for both machines, so over $1200. I called and spoke to **** ***** who informed me I would recieve a credit following week, they week of August 11th. No credit came that week, I spoke with him again and he said it would come the week of August 18th. That never happened. Now he says wait until the second week of September.

Desired Settlement: I would like a credit for the automated withdrawal that came from my business checking account for a returned machine that they acknowledged was recieved back to them in July.

Business Response:

Dear Ms. *********,

Upon receipt of Mr. *******s complaint, we reviewed his account.  Our records show that we did receive the terminal back from the merchant.  A credit in the amount of $621.05 is being deposited into the merchant's bank account of record.  This deposit will be made within the next 3-5 business days.  We appreciate Mr. *******s business and apologize for the delay in processing this refund. 

Sincerely,

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

Consumer Response: Recieved refund, happy with results

8/5/2014 Billing/Collection Issues
7/21/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: About a year and half ago, my company mistakenly was lured into this company! We were sent the card swiper and never used it via a 5th 3rd Merchant Service rep. We never used the card swiper - ever - contacted the 5th 3rd rep a few days after receiving the unit to say we wouldn't use it - she said 'don't worry, you wont acquire any fees and no money will pulled from your account d/t you canceling." Returned the unit back to the company and thought all was well since i didn't hear anything from anyone - and mistakenly trusted a person's word. Little did I know that I was being robbed for over 16 months from Vantiv, accruing $460 in money taken from my business account, from this "monthly fee" b/c a) 5th 3rd never canceled my account even tho the rep said she would and b) vantiv never even thought to call and inquire why I had never even used the swiper. They were just happy to take my money without any problems. Yesterday, I was told, by a Vantiv rep who didn't even leave a call back #, that I would never receive a refund d/t a lack of follow up on my part. I never received a cancellation letter from this company - even tho notes indicate one was sent and never returned - don't you think I would have sent it back if I received knowing they were going to rob me of $23 a month for over a year + "annual fees" and b) I would have immediately closed my account knowing fees were going to be assessed. I never used the unit or had intentions too! I thought that by going through my rep directly and listening to her, that my account was closed. I was never told to contact Vantiv directly to officially close my account.

Desired Settlement: I want the fees of $460.70 returned to my business checking account because that it was I have been charged over the course of having this account - that I never wanted and never used!!! Just check their records!

Business Response:

Dear *** *****

We just reached out to Ms. ******* and she advised that the matter has already been resolved.  We will close our file.

Sincerely,

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

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  There were very speedy in taking care of the issue at hand. Go social media! Thanks!

Regards,

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




6/3/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I requested to cancel my subscrition with this company. I called them and got the paper work to cancel service, on the paper to close my account it said it may take up to 30 days for canceling and a early termination fee of 375 dollars. I have had this account for about 7 years there is no way I should have to pay a early termination fee. When I called the company to cancel service they didn't tell me that there would be a early termination fee. When I called the company after they debit my account 375 dollars they then told me the fee was for early termination, and that my contract renews every 2 years. Without warning the contract renews itself I guess. I didn't sign any papers every 2 years for new contracts. In my mind this a bad buisness practice and very unethicial. I will never recommend this company to anyone. I feel that if a person calls in and talks to customer service about canceling there acount that all unexpected fees should be discussed. Dont just take it out of your account and tell you later that your contract re ups every 2 years. If I would have known that there was a fee to cancel I would have not canceled or even signed up for there services.

Desired Settlement: I want my 375 dollars back and all the overdraft charges from my bank payed 300 dollars. A total of 675 dollars

Business Response:

Dear Ms. ****:

Our records show that the merchant opened an account back in September of 2006.  In accordance with the terms of the processing agreement, after the initial 3-year contract term is met, the agreement renews automatically for additional two-year terms unless properly cancelled by the merchant.  Here, the merchant fulfilled the initial term and the agreement then rolled automatically for additional two-year terms. 

Since this account was established by an independent sales office (“Sales Office”), when Mr. ****** called to close the account, his call was transferred to the Sales Office. It is standard procedure to advise merchants of the early termination fee when discussing closing an account.  The Sales Office then sent Mr. ****** a close letter for him to complete and that letter also advised that an early termination fee may apply.  Because the account was closed during a renewal term, the early termination fee was assessed.  However, the merchant has been a good, long-term customer.  In an effort to resolve this matter, a refund of the fee will be provided to the merchant.  The check will be sent to the merchant’s address on file. Please note that it may take 10-14 days for the check to arrive.  Mr. ****** has also asked for reimbursement for non-sufficient funds fees that were assessed by his financial institution.  We will need to examine the bank statement(s) that evidence such fees.  Mr. ****** can fax those statements to me at 502/318-9667.  Upon receipt and review of those statements, we will consider an additional refund. 

Sincerely,

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

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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory. As long as they pay my over draft fees due to them withdrawing there fee. otherwise I will not be satified 

*** ******

4/29/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I joined this company June 6, 13. I was taking over a contract from the previous owner, the contract was good till Sept of 14. Fifth Third along with the other 3rd partys started my business up for another 3 yr contract instead. So when I went to cancel their service i was aware there was a $295 early termination fee. which i am willing to pay, but they since charged me $700 for a liquidation fee. I spoke to *** ****** and he emailed me a letter to fill out and sign before the $700 would be debited from my account. I never signed it and on April 18, 14 it was taken out of my bank account. They are trying to charge me 10% $7,852.88 which doesnt even add up! I feel like they are making up a price just to pull one over on me since they are not getting the full amount if i would have stayed with their company! I really would appreciate your help, i have been fighting with them for over a wk now. Thanks ******** ******

Desired Settlement: I am willing to pay the $295 fee so i would like to have $405 refunded from the $700 they already debited from my account

Business Response:

Dear Ms. ****,

In response to Ms. ******’ complaint recently filed with your office, the paperwork that Ms. ****** signed back in June 2013 was for opening a new merchant account since she had become the new owner of the business.  We believe that she understood she was opening a new account with a standard contract term of three years with an early termination fee applicable if the account is closed before the end of the term.  Liquidated damages could also be owed in accordance with the terms of the merchant agreement (“Agreement”).  Accordingly, when Ms. ****** recently advised that she wanted to close the account early, we talked with her regarding the early termination fee and the liquidated damages provision in the Agreement.  Our representative offered to close the account and satisfy all fees for a total amount of $700.00, which included both the early termination fee and liquidated damages (note that liquidated damages are calculated based upon the particular merchant’s account).    Ms. ****** agreed to pay this amount.  Our representative then  sent Ms. ****** a settlement agreement for her review and execution.  However, Ms. ****** did not return the form with her signature.  Our representative had arranged for the amount to be billed and collected from  Ms. ******’ account pending receipt of the signed form.  But, due to an oversight, the fee was billed prematurely and debited from her account.  We apologize for this error and will refund $405.00 to Ms. ******, which represents the $700.00 amount less the $295.00 early termination fee that Ms. ****** acknowledged was owed due to closing the account before the end of the contract term.  We, do, however, have the right under the Agreement to also collect liquidated damages.  We are waiving the $405.00 of the total $700.00 agreed upon purely as a courtesy to resolve this matter.

If you have any questions, please let us know.  We apologize for any confusion Ms. ****** has experienced with closing her account. 

Sincerely,

 

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

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution has not yet been solved. 

I have been cking my bank account and the $405 has not yet been credited to my account so when I see the that it has been credited I will be satisfied and will accept the companies apology and attempt to correct the issue! 
Regards,

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




4/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In March, 2013 I purchased an existing business in Florida that had a merchant account through Fifth Third Processing Solutions. I contacted, what I thought was Fifth Third Bank in an effort to switch the credit card processing into my company's name. I received, via email, from **** ********** of Fifth Third Processing Solutions the following documents: 1) Return Fax Cover Sheet 2) Terms and Conditions Acknowledgement (page 1 of 1) 3) Patriot Act Addendum 4) Bank Merchant Agreement/Application (5 pages) The return fax cover sheet was clearly worded “Fifth Third Processing Solutions” and the remaining pages of the email contain a Fifth Third Processing Solutions logo in the upper left hand corner. No where in the documents provided is there any mention of an early temination fee or a clause for liquidated damages. On 1/3/2014, I contacted what I thought was Fifth Third Processing Solutions in an attempt to cancel the merchant agreement. I received a telephone call from *** ***** who informed me that Fifth Third processing Solutions no longer existed and was now called Vantiv. Mr. ***** informed me that in order to cancel the merchant agreement I would need to pay $6834.00. However, because he was sypathetic to my need to cancel the agreement, he would accept $1750.00. Finally, after much discussion, he informed me that if I did no processing at all, the cost to me through the term of the contract would be $922.00. Mr. ***** stated that approximately $25.00 would be debited from my account on a monthly basis except for the months of May and December when the amounts would be somewhat higher. I am asking that merchant account number ************* be cancelled immediately for the following reasons without any further cost to me: 1. The original agreement that was supplied to me by **** ********** contained no provision for an early termination fee or liquidated damages. Furthermore, there is lno anguage or stamements within the supplied documents that would lead a person to believe there were such fees. 2. In my telephone conversation with Mr. ***** I was informed that there were other Terms and Condition documents that I did not recieve in the original email from **** **********. I asked him in our telephone conversation to supply me with all the documents listed in the Terms and Conditions Acknowledgement and he refused stating that most did not apply to our discussion. He stated to me that the language concerning early termination and liqudated damages was contained in the document entitled “ Excibit C – Tiered Enhanced Surchage Schedule.” However, in a subsequent email, he provided me a document entitled “Contract Extension Special Amendment Terms and Conditions” which contained a liquidated damages clause. I will point out that the date of this ducment is 10/2013...a full six months after I signed the original agreement and it does not contain my signature or any other acknowledge of receipt. Whether or not this document even existed in March 2013 is unknown. 3. **** **********'s willful and purposeful failure to provide and disclose all relevent documents in his original email with the full knowledge that additional documents existed. In addition, the document entitled “Contract Extension Special Amendment Terms and Conditions” is not even named as one of the documents listed in the Terms and Conditions Acknowledgement. Therefore, any resonable person would not even know to ask for it. Furthermore, putting the burden on a consumer to “ASK” for additional documents other than those supplied for signature is unreasonable and, in my mind, an extremely poor business practice. 4. The fact that all documents received were identified through logos on each page as Fifth Third Processing Solutions. Unless my research is faulty, this company no longer exists. Fifth Third Processing Solutions changed it name to Vantiv in June of 2011 approximately 22 months prior to my signing the merchant agreement. The continued use of Fifth Third Processing Solutions is, in my mind, an attempt to confuse consumers into thinking they are entering into an agreement with a reputable bank. 5. Mr. *** *****'s failure to acknowlege or answer my emails dated 1/7/14 and on 4/11/14 where I questioned the amount taken from my account that was far in excess of the $25 he told me would be my cost. In addition, on or about 7/1/2014 I entered into another merchant agreement with what I thought was Fifth Third Processing Solution for online ordering. This account is identified as *************. I am asking that this account also be terminated for the same foregoing reasons and: 1. **** **********'s willful and purposeful failure to provide all the necessary documents to me so that an informed decision could be made. Once again, I received the same documents outlined above. I may be able to understand it happening once but twice? 2. I believe they assigned another merchant account number rather than combining it with my existing account for the sole purpose of generating additional fees. The documents that Mr. ********** provided under this merchant agreement did however contain a early deconversion fee of $295.00. This is what I agreed to, based on the information he provided me, and I will pay this amount at termination. In my research I have encountered similar complaints with Vantiv including at least one on the Better Business Bureau website. One could resonably conclude that Vantiv's failure to provide ALL documents to ALL consumers entering into a merchant agreement is a common sales tactic with the purpose of driving revenue and misleading consumers. As a publicly traded company, I am shocked to say the least. In conclusion, again, I ask that these accounts be terminated due to misrepresentation. Should you have any questions, please feel free to contact me at ************. **** ******** ***** ****** ***** *** ***** *** ********** ***** ** * ****** ** *****

Desired Settlement: I ask that these accounts be terminated due to misrepresentation

Business Response:

Dear Ms. *****

In response to the BBB complaint Mr. ******** filed with your office, by way of clarification, due to a name change, Fifth Third Processing Solutions, LLC (“FTPS”) is now known as Vantiv, LLC (“Vantiv”).  Vantiv is partially owned by Fifth Third Bank and continues to exist today contrary to Mr. ********’s research.  The FTPS brand is still used today in certain markets, while the Vantiv brand is used in other markets. 

We disagree with the allegations Mr. ******** has raised in his complaint and we do not believe there was any misrepresentation with regard to his two merchant accounts.  Specifically, the sales person did not willfully and purposefully fail to provide all the necessary paperwork to him.  Instead, Mr. ******** was provided with the proper documentation both when he contacted us and opened the first account in March 2013, and again when he called us and the second account was opened in July 2013.  With both accounts, Mr. ******** was sent all the relevant paperwork, including the merchant application, Bank Card Merchant Agreement Terms and Conditions, and the Terms and Conditions Acknowledgement form.  He signed the applications and returned them to us so that the accounts could be set-up.  With both accounts, he also signed and faxed back the Terms and Conditions Acknowledgment forms attesting to the fact that he was provided with the Bank Card Merchant Agreement/Application with Pricing Schedule, Terms and Conditions, and any other applicable amendment, schedules, exhibits and attachments (“Terms and Conditions”), and that he had read, understood and agreed to be bound by the Terms and Conditions.

Mr. ******** states that the $295 early termination fee was not on the original application that he signed in March 2013.  He is correct.  The application was updated later that year so that the $295 fee was hard-coded on the July 2013 application that he signed when the second account was opened.  However, the $295 early termination fee was contained and explained in the Terms and Conditions that he acknowledged receiving in March 2013 and agreed to be bound by - Section 6C of the Merchant Bank Card Terms and Conditions is the relevant provision.

With regard to Mr. ********’s allegation that a second account was not needed, it is important to note that in July 2013, a few months after the first account was opened, Mr. ******** contacted the sales person to advise that he had a new website and wanted to sell items online.  Our sales person explained that the original account was set up for Mr. ********’s restaurant with 100% card present sales.  It was in the merchant’s best interest to open a second account for the online sales because the voucher code would be different and the surcharges would differ, too.  Mr. ******** had an opportunity to think about the sales person’s recommendation to open the second account and reviewed the pricing for that account.  He then voluntarily signed the merchant application and returned it to the sales person so that the second account could be opened. 

If Mr. ******** would like to close his two merchant accounts, he can do so by paying the $295 early cancellation fee for each account.  However, our records show that the merchant is actively using the second account.  Mr. ******** should contact Mr. *** ***** at ************  to close the accounts and advise as to applicable close date.  But, once we close the accounts internally, Mr. ******** will no longer be able to utilize either account.  Additionally, Mr. ******** can send his payment for the early termination fees in the total amount of $490.00 to Vantiv, LLC, **** ********** ***** **** **** ****** ****** ********* **** ***** (ATTN: Retention, Mr. *** *****).  Upon receipt of his payment, we will close out his accounts.  Note, however, that Mr. ******** will be billed for the processing activity on the accounts.

Sincerely,

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

Consumer Response:

While Fifth Third Processing Solutions may be utilized in certain markets, it is not in Florida where I reside. According to the Florida Department of State Division of Corporations Fifth Third Processing Solutions LLC legally changed its name to Vantiv Holding LLC on 6/29/2009. Therefore, while utilizing Fifth Third Processing Solutions logos in certain markets may be appropriate, I question their use in this state.

 

The real issue is did I receive all the documents contained in these contracts and the answer to that question, despite Ms *********'s assertation that I did, is no. As I stated in my previous correspondence, on both occasions, I received a Terms and Conditions Acknowledgment (one page), a Patriot Act Addendum (one page) and a Bank Card Merchant Agreement/Application and Price Schedule. In the case of the first merchant account, no where in any of these pages is there any reference to a cancellation charge. In addition, if Ms. ********* would view page 3 of 5 of the documents I sent back, clearly, she will see I marked the boxes yes or no to indicate if there was a fee applicable to me. Clearly, I went over the contract with Mr. ********** and there was no mention of a cancellation fee. In the case of the second merchant account, there is on page 3 of the Bank Card Merchant Agreement/Application and Price Schedule a disclosure of a $295.00 early deconversion fee.

 

Ms. ********* states that “Our sales person explained that the original account was set up for Mr. ********’s restaurant with 100% card present sales.  It was in the merchant’s best interest to open a second account for the online sales because the voucher code would be different and the surcharges would differ, too” is simply false. The second account was done via email and I saved all of the emails from Mr. **********. No such exchange ever took place. Where in the following email does it state any of that? That it was in my best interest?

 

Authorize.net is the “gateway” , software that connects your shopping cart and our processing so that your customers can get card approval. We can set up an account to do so, just need estimated monthly sales and average sale amount and I can forward you an app to sign.

 

Or this one?

 

I have attached an application your website using Authorize.net as your gateway. The gateway will charge you a setup fee, monthly service charge and a per transaction fee. In addition Vantiv will charge you Network Pass-Thru rates like your other account but online rates start at 1.80% versus 1.51% for in person card swipe. I am assuming this is under the same tax Id & bank account, sign where I have marked and return with the fax cover letter.

 

It would seem to me that if Vantiv wanted to be above board they would email to each prospective merchant all of the documents that comprise a merchant agreement. Instead, it appears, they have you sign a Terms and Conditions acknowledgement stating you did receive all of the documents when in fact they were withheld. It then becomes the merchant responsibility to figure out whether they have received everything and request documents they may or may not exist. Unless they have something to hide, like cancellation fees and liquidated damage clauses, it can't take any more effort via email and eliminate the Terms and Conditions Acknowledgment. I will remind Ms ********* that the document I received outlining the cancellation fee was not even listed in the Terms and Conditions acknowledgment and it was dated more that 6 months after I signed the original merchant agreement.

 

I did agree to pay a $295 cancellation fee on the second merchant account. I did not agree to pay anything upon cancellation on the first account. Therefore, Ms. *********'s proposal that I pay a $295.00 cancellation fee on both accounts is not an acceptable solution. I know what I agreed to. However, I am going to pay these amounts to close both accounts simply because I do not want to do business with this company any longer and I hope that others will read through the complaints on Vantiv before doing business with them.

4/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 1st, the local sales person kept on lying. He explained a few fees and some features, but never mentioned the contract term and the early termination fee. Instead, he suggested that "this service won't trap you to the same processor". After two months into the contract when we ask him if there is early termination fee, his reply was "I JUST found out the early termination fee". It is a total lie. As the salesman, he knows it too well. 2nd, Vantiv never clearly communicated the exact fee for card processing. The salesman promised three-tier processing rates. But we can't get the confirmation. I called Vantiv customer service a few times and each time I got different answer of the processing rates. The fee break down was not included in the monthly statement. In a word, I could never know how much I was paying for the service. 3rd, Vantiv provided terminal to use, but all the terminals I tried were bad in quality. Several didn't work at all and interrupted our business. Only one barely worked. But even the "working" one was hard to use: for every single transaction, we needed to swipe the card first, wait it to fail, and 30 seconds later, swipe the card again, and pray for its success... We couldn't be up with our normal business using this poor card processing service, so we had to cancel the contract. Because the salesman tricked us in the beginning by intentionally not mentioning the early termination fee, we asked the fee to be waived. I have requested the waiver when cancelling the service and have told the customer service if the fee is still collected, I would file a BBB complaint. However, they still withdrew early termination fee from my bank account. Here I request Vantiv refund us the fee to close this complaint

Desired Settlement: Refund the early termination fee to my bank checking account $375

Business Response:

Dear Ms. *****

Since *** ***** did not provide the name of his business in his complaint, we contacted him today via telephone.  He advised that his business name is ***** Orthodontics located in ******* **.  We are in the process of searching our systems for his account and will provide a formal response upon review of such account.

Sincerely,

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

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

Complaint: On February 14, 2014 a representative for Fifth Third Bank, ********* Merchant Group came to my office offering to process Merchant Account for both of my businesses. The agreement and contract reflects 3 things; 1) my current credit card machine would be used and is compatible with there service, 2) I would receive one bill for both accounts 3) only be charged one monthly usage fee. The following week 2 credit card machines were delivered to my office. I immediately contact the rep ***** who informed me she had resigned for the company due to poor businesses practices on their behalf phone ***** . Then I contacted Customer Service where I was told that I was told my machine was not compatible with there service and the fee's etc would be different. I immediately sent a cancellation request. I followed up on Feb 26th that the request had been received for both accounts and that I would receive a shipping call told to send back the two machines that I never ordered. On March 6th I called customer service again I was left on hold and transferred for 30mins. I finally called directly to the Retention Rep ***************** and left a voicemail. I feel this company is practicing unethical activity and concern since they have my business tax ID information they will proceed to charge me for service I cancelled in a timely manner.

Desired Settlement: Request confirmation in writing that my cancellation for BOTH accounts will be honored. And both credit cards machine picked up at no charge to me, especially since I never agreed to receive the machines.

Business Response:

Dear Ms. *****

In response to Ms. ******’s complaint recently filed with your office, please be advised that a representative with ********h Merchant Group met with Ms. ****** to discuss opening merchant accounts for Ms. ******’s business.  Two merchant accounts were opened.  Please be advised, however, that both accounts were closed as of February 26, 2014.  A call tag is being issued to each location so that Ms. ****** can put the equipment in the box it was received in and then drop each box at a Federal Express location.  Additionally, Ms. ****** will receive a refund for the fees assessed to the accounts.

Sincerely,

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

4/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: When sales people from ***** ********** Group, a registered ISO/MSP of Fifth Third Bank presented the information to sell me on going with their company for credit card processing, they did not tell me that there was a time frame term on the contract. In fact, the application does not list the time frame of the contract at all. In extremely small print it does list that there was an early termination fee but they did not tell me that either. A copy of the application was not left with me and I had no hard copy of the contract. So, now after I switched to another card processing company I find out that this early termination fee of $495.00 was taken out of my business account. The company sent me a copy of the contract most of which I had never seen as the application was only three pages and the contract was 22 pages long. I think this company violated proper disclosure practices from the beginning of our relationship.

Desired Settlement: I think this company should refund the $495.00 it took from our business account, *** **** Service Company, Inc., since this aspect of the contract was not disclosed properly. It made hundreds of dollars off our business in the last two years. I don't see why the termination fee is necessary anyway.

Business Response:

Dear Ms. ****:

Upon receipt of Mr. ********’s complaint, we contacted ***** ********** Group (“****), which is an independent sales group that met with Mr. ******** and established his merchant account back in June of 2012.  It is ***’s standard practice to provide merchants with a copy of the Merchant Application and Agreement (“the Agreement”) when an account is opened.  Here, *** believes that a copy of the Agreement was given to Mr. ********.  However, when Mr. ******** contacted *** on September 27, 2012 and requested a copy of the Agreement, another copy was sent to him at that time. 

Mr. ******** used and received benefit of his account with *** to process over $23,000 in transactions.  A close letter was received from Mr. ******** on February 26, 2014.  As a courtesy, *** mailed a letter to Mr. ******** advising that the early termination of $495.00, which was disclosed in the Agreement, would apply in accordance with the signed Agreement for termination of the account prior to the end of the term (July 5, 2015), and provided Mr. ******** with a 10-day grace period if he wished to retract his close request.  When Mr. ******** did not send a retraction letter, the account was closed on March 12, 2014 and the contractual early termination fee of $495.00 was assessed. 

We believe that the terms of the Agreement were properly disclosed to Mr. ******** and he voluntarily executed the Agreement, acknowledging that he had read, understood, and agreed to be bound by its terms.  However, in an effort to resolve this matter, *** will provide a refund to Mr. ******** for the early termination fee.

If you have any questions, please let us know.

Sincerely,

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

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that their offer to refund the early termination fee is acceptable.  However, I do not agree as to the facts provided by them regarding the copy of the application which was not left with me at time of sale nor a copy of the full contract details.  These were provided to me recently when I called to request them.  The letter I received about the early termination fee I did not receive until a day before the end of their ten day grace period.  Nevertheless, I appreciate EMG's service for the two years they processed credit card payments for me and also their quickness in returning the early termination fee to my business account.

Regards,

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




3/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have unsuccessfully tried to cancel my agreement with this company. I do not have a written contract. I was previously with another processing company who assigned my contract to Vantiv. Vantiv has continually raised rates in what I consider a predatory manner. I have tried to cancel my contract by faxing their cancellation notice which they lose or never receive. They have acknowledged that they have received my cancellation by phone as of today - 3/11/14, but will not provide that in writing. I must continue to call to check on progress of the cancellation - which I assume will be lost and I will have to start over. Meanwhile I am billed monthly for a service which I am not using. And as a small business owner, I must sit on hold for 8-10 minutes to talk to a person to check the status of my cancellation, so I can make sure that they actually do it. I assume based on past treatment, that they will somehow find a way to keep billing me for their mistakes.

Desired Settlement: Please have them cancel the contract that I did not ever sign with no fees to me. Based on internet searches, I see that they have tried to charge others $250 for terminating their services. I have provided them notice and they need to cancel the contract - again at no fee to me. Their fees average $200 per month higher than what I am paying my new processing company. I have paid them enough fees. Please cancel the contract.

Business Response:

Dear Ms. *****:

By way of response to Ms. *****'s complaint, although Ms. ***** says that she does not have a written contract, all merchants are required to sign a contract before services can be provided.  Here, we have a copy of the merchant application that Ms. ***** entered into with us back in May 2010 on behalf of her business, The ***** ***** ("Merchant").  A sales representative met with Ms. ***** and the account was opened on May 20, 2010.  The processing rates and fees were listed on the application.  The Merchant's rates were not raised in a "preditory manner" as Ms. ***** alleges.  Instead, the fees assessed were based upon the Merchant's processing volume and the card types accepted.  When a merchant calls in for assistance, the call is immediately logged with the reason for the call outlined.  Our records show that the Merchant called on April 5, 2012 to opt out of the RAAP program and receive a refund.  This was handled for the Merchant.  Then, in December 2012, Ms. ***** called regarding a new annual fee.  We advised her that advance notice of this annual fee was provided in the Merchant's September 2012 processing statement.  In November 2013, as will be detailed below, Ms. ***** called in to request a rate review.  If there were billing mistakes and the  fees were not correctly assessed, why did the Merchant only contact us three times in three years?  We believe that the Merchant was properly charged for its processing activity.  

Ms. ***** also states that she tried to cancel her account by faxing in a close letter.  Our records show that in November of 2013, Ms. ***** called and requested a rate review.  We provided her with an offer for consideration.  Then, on December 4, 2013, Ms. ***** advised that she would consider the offer, but that she may be switching processors.  We did not hear from her again until February 13, 2014.  During that call, she advised that she was switching processors.  Our representative provided the instructions for closing the account, which included sending in a written close request.  Ms. ***** says that she faxed in the close request to us back in February 2014.  However, we do not show receipt of that request.  If Ms. ***** has a fax confirmation, she can send it in and we will consider providing her a refund of the February 2014 processing fees in the amount of $15.50.  Otherwise, our records show that we received the close request on March 11, 2014, and we are in the process of closing the account.  The Merchant fulfilled the intial 3-year contract term and is in a renewal term.  However, because the early termination fee was waived on the application, there is no penalty for leaving before the end of the renewal term.  No additional fees are owed.

Sincerely,

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

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I am happy with the records provided by the processor.  I was not able to complete calls due to lengthy hold times.  The records do not exactly fit as I was told I could appeal the annual fee.  It was assigned a case and I had to call in to check if it was reviewed.  I did call once only to find that it was still in limbo and I would have to call again.

As a busy self-employed person, was not able to pursue this due lengthy hold times.
 
I am grateful that they are taking action to close my account.  I will consider this resolved when they actually do it.
 
Regards,

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




3/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Fifth Third Processing Solutions/Merchant Services has been a nightmare for 3 years. I had a 3 year contract with them and they changed their fees with me constantly. Their fees did not follow my contract with them. Every month they withdrew money from my business account without my knowledge and not according to my contract. Taking out fees from not being PCI compliant to their annual fees and monthly charges. They never refunded any monies back to my account and always had an excuse why their transactions made sense. Product_Or_Service: credit card service

Desired Settlement: DesiredSettlementID: Refund I want to be refunded for all the monies they withdrew from my business account that was not allowed. They 1st took out $20 from my account when a client didn't pay by credit card. Later that fee went up to $24 with no notice or explanation. Then their annual fee went from one year $55 to $120 to this year $99. Then for 2 years they took out an extra $10 a month for not being PCI compliant, which no one told me I had to do this or was I told to become PCI compliant.

Business Response:

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

Ms. ******* has not provided the name and address for her business.  We will need that information to locate her account.  If she has the merchant account number, that would be help us search more quickly.  Without additional information, we cannot research and respond appropriately.

Sincerely,

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

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

Regards,

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




Consumer Response: Fifth Third Processing Solutions/Merchant Services has been a nightmare for 3 years. I had a 3 year contract with them and they changed their fees with me constantly. Their fees did not follow my contract with them. Every month they withdrew money from my business account without my knowledge and not according to my contract. Taking out fees from not being PCI compliant to their annual fees and monthly charges. They never refunded any monies back to my account and always had an excuse why their transactions made sense. 

For 2 full years they not only took out the $20 a month for no transactions, which later went up to $24 per month, they took out an extra $10 per month for 2 years without me noticing, nor did they notify me of this. When I noticed this, I called them and they said I was not PCI compliant. Once they explained to me what this meant I asked them why they didn't notify me of this? They told me that I should have seen it in my monthly statements from their company. My reply was "What monthly statements? I never received a monthly statement from you." Their reply was incredibly "You have to request them." I explained that how was I suppose to request a monthly statement if I never knew they existed?" The woman then told me she would send them to me and a week later I received them. 
So, when I didn't do a transaction in a month, they took out $20 per month, which then went up to $24 per month. Why? I don't know.
Then the $10 per month for not being PCI compliant for 2 years and was never sent a statement in the 3 years I had a contract with them and was never told of this PCI compliant.
Then they're annual fee went from $50 as in my contract, to over $100 another year and then $99 the last year.
Due to these fees, my account fell into being overdrawn many times, which I had to pay more money in overdraft fees, plus due to being a business account, an additional $8.00 a day for being overdrawn.
Then, I canceled my account with them as soon as my 3 year contract was up. I filled out the proper form and sent it to them on Sept 30th 2013. I was then charged $24 for October, $24 for November and $99 in December. Since I never expected these withdraws, I ended up paying over $117.00 in overdraft fees.
Every single time I called them to complain, they always had a quick response that made no sense. My final call to them was about my contract and the fees that are in my contract but as usual, they had a reason for what they did.

Business Response:

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

We are reviewing Ms. *******'s complaint and will respond as soon as our investigation is completed.

Sincerely,

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

Business Response:

Dear Ms. *******

This correspondence serves as Vantiv’s response to Ms. *******’s complaint.  According to Ms. *******, she was not charged properly for processing services while the account was open.  By way of background information, Ms. ******* opened an account on 9/30/10 and began utilizing the processing services.  All calls from merchants are logged into our system.  We did not have any calls from Ms. ******* during the remainder of 2010.  During 2011, Ms. ******* called us two times in October of that year (on 10/13/11 and again on 10/14/11) regarding processing transactions utilizing the dial pay method.  She did not contact us again until June of the following year (2012) regarding one particular batch of transactions.  We talked with her on 6/4/12 and 6/6/12 about that issue.  Then, our records show that Ms. ******* called on 3/5/13 and said that she wanted to close the account and was not processing.  Ms. ******* was advised that fees would continue to be assessed while the account remained open and that she would need to return the required close form to us.  She provided an updated mailing address and we sent her the required close form that day.  Then, on 3/11/13, Ms. ******* called with questions about her contract.  She asked if statements had been sent and inquired about the PCI fee.  We explained that merchants are required to be PCI complaint and that a non-compliance fee is assessed if a merchant is not complaint.  We provided Ms. ******* with the information needed to complete the PCI survey.  We also explained that she could review and access reports regarding her account via the online system.  Ms. ******* was given a temporary password so that she could log on to the site.  Then, on 5/13/13, Ms. ******* called and asked if she could process a ******** card transaction. We advised that she could do so.  She called the next day to inquire as to whether a transaction had settled.  It is important to note, too, that we did not receive the required close form back from Ms. *******.  Ms. ******* then contacted us on 11/13/13 about closing the account and said that she had sent the form back.  We advised that the form had not been received.  Her call was transferred to our Retention Department and the account was then closed on 11/21/13.  Ms. ******* called again on 12/12/13 about additional charges on the account.  We advised that the fees were assessed because the account had remained open.  We explained, too, that a $99.00 annual fee on the November 2013 statement was for the prior processing year.

Ms. ******* used the processing services and we believe that the fees assessed to the account were proper and in accordance with the terms of the processing agreement.  If Ms. ******* had questions about the billing, why did she wait until March of 2013 to contact us about the fees?  However, in an effort to resolve this matter and purely as a courtesy, we will agree to refund to Ms. ******* the $99.00 annual fee that was assessed on the November 2013 billing statement.  This refund will be sent to the merchant’s bank account of record.

Sincerely,   

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

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

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

Regards,

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


In response to *** *********'s claims, I must respond and make some huge corrections. Yes, I did open the 3 year contract in 2010. The reason why they didn't hear from me for 2 years is because I had no idea that they were withdrawing monies due to me not being PCI compliant from my bank account until then. When I called to complain, that is when I was told that I was not PCI compliant and for 2 years they were taking money out of my account due to me not being PCI compliant. I was never notified that I had to be and the woman had to explain what PCI compliant meant for I had no idea. The woman then explained to me that they had been withdrawing money from my account every month for 2 years. My reply was "Two Years!?" She explained to me that I should have read this on my monthly statements that they have been sending me the last 2 years. I then told the woman that I have never in 2 years ever got a statement from them what so ever. The woman explained that I had to request monthly bank statements. My reply was "How am I suppose to request them if I never knew they existed?" The woman understood my concerns and said she would send me the last 2 years of statements right away. I also asked them when my contract was up because I was so done with their services that I couldn't wait to get out of my contract. We went over the fees if I canceled early and I could not afford to get out of my contract with them. She told me she would send me a form to fill out and I was to mail it to them after September 30th 2013. On October 1st 2013, I filled out the form as I was directed to and mailed it to the address on top of the letter as I was told to do. I enclosed a copy of my form. They "claim" that they never received my form of cancellation, but that is not true. When I saw they continued to withdraw money from my account, I called and explained that I already canceled by sending the form as I was told to do on October 1st 2013. They asked me if I faxed it and my reply was "no." I sent it by letter. She said how can I prove that I did indeed send it? I told her that before I put it in an envelope to mail, I made a copy of it. I said, "What did you expect me to do....take a picture of me putting it in the mailbox?" I was so frustrated by this company, I was beside myself. They always had an excuse for why they continued to take money out of my account. I was transferred over to another department and I was verbally told that I am now canceled. But....once again, I was not. They continued to withdraw monthly fees and every month for 3 months I called every month and complained and told them I already sent the form to cancel and I keep calling to cancel. The woman explained to me that for sure I was canceled. My reply was "That's what they told me last month and the month before, what makes your word the truth?" She assured me I was canceled. Once again, another month goes by, my account is overdrawn and service fees of $117 were charged to my bank account. I called them once again and the woman said I was not canceled. Then she told me that one computer showed I was canceled, but another screen said I was not canceled. I explained to her that I have been trying to cancel this for months now. It wasn't until this woman fixed the other screen, that I was canceled. Then of course I see they withdrew a $99 fee for annual fees the following month. I saw that on my Fifth Third bank statement, no one explained to me that this fee would be taken out. The moment I saw the $99 was taken out of my account, I called my bank branch and the manager told me to call and complain and get these fees removed. I had been in constant touch with the bank branch manager for over a year complaining about these fees. The manager understood my frustration and she herself couldn't understand why they were constantly taking these fees out of my account. This company continued to deceive me. The whole PCI compliant thing and never being told I had to be, never getting statements from them unless I asked, but how was I suppose to ask if I never knew they existed. For 2 years I was charged this PCI not compliant fee. I was suppose to be only charged $20 a month if I didn't process a credit card, but after 2 years it went up to $24 without notifying me of this. Annual fee went from $55 to $99 without my knowledge. This *** ********* is not speaking of all the times I called their office. I told many operators at that office to write on their computer that I was very unhappy with their services and couldn't wait for my contract to be done. I was trapped with these people and they changed their fees whenever they wished without no notification that this was going to happen. Obviously they do not have all my calls on record because I called them more times to complain then they are saying. Then to say they didn't get my cancelation form and if I had proof that I sent it just added insult to injury. Obviously, thanks to the one lady that noticed that their computer screens did not match up, caught it and finally fixed it, but until then, my money was withdrawn from my bank account. I never got an "I'm sorry" or "a mistake was made" or "due to the mistakes made, we can refund your money." Just the 2 years alone that they withdrew from my account for not being PCI compliant comes to $240, not to mention the extra $4.00 a month for a year and the change in annual fees. I would be satisfied if they refunded me the $240 at least. It's not right to not inform me of this PCI compliant and take out an extra $10 per month for 2 years. Then they try to make me look like an idiot and tell me I have to request a statement when I never knew they existed. I can get over the other charges, even though their charges made me overdrawn and I had huge overdraft fees in the hundreds, but the PCI compliant fees were the most bothersome and the most deceitful on their end.

Business Response:

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

 

By way of additional and final response to Ms. *******’s complaint, she is still requesting a refund of $240 for PCI non-compliance fees.  The PCI initiative took place back in 2011 and all merchants were mailed brochures and flyers regarding the PCI requirements.  We have checked our records and Ms. *******’s address in our system is the same as the address she has used for her BBB complaint.  So, even though Ms. ******* had not set up access to get her processing statements online, we believe that she was sent hard copies of the PCI information via regular mail.  Additionally, as was noted in our first response, Ms. ******* last used the processing services for a transaction on May 13, 2013.  After that date, only three statements were generated for her account and none of them had a $10.00 PCI non-compliance fee.  The May 2013 statement totaled only $0.55 due to the one transaction that was processed on 5/13/13.  The next statement was June 2013 in the amount of $50.00.  This $50.00 fee was the annual PCI Compliance and Support Fee.  Then, the last statement generated was for November 2013.  This statement only had the $99.00 annual fee.  Pursuant to our first response, we have already provided a refund to Ms. ******* last month (February) for this $99.00 annual fee.  The refund was sent directly to her bank account of record.  To now resolve this matter in full, we will provide an additional refund for the $50.00 annual PCI Compliance and Support Fee that was billed in June 2013.  This refund will also be sent to Ms. *******’s bank account of record.

 

Sincerely,

 

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

Consumer Response: .]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 9866346, and find that this resolution is satisfactory to me. 

Regards,

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



In response to the last message from the processing center, I never received a "hard copy" of PCI compliant information. Not by mail or any other way. That was my issue, is that I was never informed of this at all until I noticed 2 years later. It would be nice if they accepted that a mistake was indeed made and I was overlooked. I am going to accept the extra $55 being put into my account only because I want to move on from this. But I will forever insist that I was never notified in any way of the PCI compliant fees. I just don't want anybody else to go through what I went through because it was not correct.  Thank you!

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

Complaint: Back in 2004 in when we first starting using this company as our Credit Card Processor. We then canceled over the phone back in 2008 when we found another company that was cheaper to use. We told them to shred our account information they had on file so we will not be authorizing them to take anymore money from our account without our approval. After going through bank statements we noticed a charge of $49.95 coming out of our account every month since 2008 after we cancelled with the company. I then called the company to let them know I did not authorize any of these charges and they need to credit them back to my account. I also told them if they did research they would noticed we have not used their service since the beginning of 2008 and canceled with them in 2008 and they were suppose to take my account information out of their system. After speaking with them for several hours it got me no where and told me that the money has already been taken out and their is nothing they can do about it. They can check their records and see that no money was being processed with their company for credit cards ran on our property. It puts a very bad taste in my mouth when a credit card processing company takes money out of your account without your authorization and will not credit it back even knowing that we have not been using their service for a few years now. This is a very sneaking and unprofessional company!

Desired Settlement: I would like them to credit me the money they should have never gotten in the beginning. I would understand if we used the service but we did not even use their service the times they were taking money from my account without my authorization. They can check their records and see that no money was being processed with their company for credit cards ran on our property.

Business Response:

Dear Ms. *****

Ms. ****** states in her complaint that the account was closed over the telephone back in 2008 when the merchant found a better deal with another processor.  Please be advised that merchant account closures are not accepted over the telephone.  Instead, a merchant is required to send in a written close request that is signed by an authorized signer on the account.  We have checked our records and did not receive the required written close request from the merchant back in 2008.  All calls with merchants are logged and we did not receive any calls back in 2008 from the merchant to close the account.  In fact, we have no record of any calls from the merchant while the account was open until the merchant called on July 31, 2013 to close the account.  During that conversation, the merchant said that the bookkeeper had closed the account in 2008.  If the merchant has evidence that a close letter was sent to us back in 2008, we will consider that information.  But, it is importaant to note that processing statements were mailed to the merchant's address on record each month and the processing fees were debited from the merchant's bank account.  If the merchant had been checking its mail and reconciling its bank account on a regular basis, it would have noticed the charges and could have contacted us to close the account sooner.

As is stated above, if the merchant has evidence that it sent the required written close request to us back in 2008, we will consider that information.

Sincerely,

*** *********  

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Upon receiving the response from *** ******* we strongly feel that our dispute has not been resolved or properly addressed.  The credit processing services with ***** ***** bank have not been utilized since 2009.  The fact that our accountant called to cancel their services verbally over the phone in 2008 and was not told that a written request was necessary to close the account is not our fault.  Due to the nature of our business we have multiple accounts that we access with selected financial institutions.  An oversight in our accounting is possible as a result of a high volume of transactions.  This however does not change the fact that multiple attempts were made by our company to remedy the situation and as record will show the card processing services clearly were not being used.  An account that sits dormant for such an extended period of time should have been flagged and closed or at he very least we should have been contacted.  ***** ***** continued to charge us for services that they were knowingly aware were not being used.  Our final position is that company used deceitful practices by misleading us into thinking our account had been closed and then continued to charge us fees for a service they were not providing.

Regards,

***** ******




Business Response:

Dear Ms* ****,

By way of additional and final response to Ms. ******, our company has more than 400,000 merchant locations across the country.  We cannot possibly monitor accounts for inactivity.  Instead, merchants are responsible for reconciling their accounts each month.  As we previously stated, statements were sent and the merchant's bank account was adjusted accordingly for fees each month.  But, purely in an effort to resolve this matter, we will agree to provide a courtesy refund of the fees assessed to the account for the last year that the account was open ($772.80).  This refund will be sent to the merchant's bank account of record.

Sincerely,

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

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

After reviewing the response from Ms. ********* we still firmly hold our position that this matter has not been resolved.  The refund of $772.80 for the fees that were charged for this past year is clearly a step in the right direction but is only a small fraction of the fees that were paid to ***** ***** Bank over the past five years for a service that was never provided.  We acknowledge that this is a large financial institution with over 400,00 merchant locations, however you would think that with more locations and representatives you would have better customer service.  There is software that is designed to monitor accounts for activity and with this being such a large company they again should take such measures.  We would like to continue to work with ***** ***** to reach a fair settlement and bring this matter to a close.

Regards,

***** ******




12/4/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I signed the contract with Vantiv through ***** ***** bank for credit card processing for my business. after discussing the rate and fess with the sales representative, i signed the contract with them. However, after i signed the contract, this sales person(Sam)went back to his office and changed the rate on the contract without letting me know. i spent days going to the bank and making phone calls, but so far i could not get the issue resolve. When i talk to the department manager at Vantiv, all i was told that they are very sorry about the incident with the sale representative and too bad i signed the contract. what kind of bull crap this is. right after i file the complaint, my credit card processing fee went up even higher than it was ever before. i call the 1800 number and want to have this contract terminated, as stated in the contract that i can do so; and i was rejected. This company is a rat and i want nothing to do with them.

Desired Settlement: i want all the extra fees that i was charged for to be refund back to me and i want this contract to be ended ASAP

Business Response:

Dear *** *****

In response to ** ****s complaint filed with your office, please be advised that the merchant account was opened in September of 2011.  Then, on the merchant's December 2012 processing statement that was dated January 5, 2013, we provided notice to the merchant that there would be a change in two fees effective January 1, 2013.  There was no increase in the rates from September 2011 until January 1, 2013.  Accordingly, the sales representative did not change the fees after the merchant signed up for services as the complaint seems to indicate.  Also, our notes show that the merchant called in this past July 2013 regarding the change in the fees.  Purely as a courtesy, we provided the merchant with a refund in the amount of $1,097.84 due to the increase in the fees.  This refund was in the form of a statement credit to the merchant's July 2013 processing statement.

The merchant is actively processing and using the services (the merchant sent a batch of transactions just yesterday - Nov. 11, 2013).  We believe that the merchant is being billed properly.  However, we are willing to conduct a rate analysis for the merchant to determine if additional savings would be possible.  If the merchant would like a rate analysis performed on the account, the merchant should contact our Retention Dept. at ###-###-####.

Sincerely,

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

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


I have attached the modified contract that the sales person did.   This copy of the contract was faxed to me by Vantiv.   The contract was clearly whited out and changed.  I can't believe the underwriter did not notice the problem.(maybe they don't care?).  when asked about the sales person,  i was told he's no longer working with the company. (maybe he did it to more than one customer and got fired?)  the credit was issued to me because the bank and Vantiv both admit that the sales person was wrong and he shouldn't have changed the contract.  that's why they issued the credit, not because the fee went up and doing it as good will.  however after issuing the credit all other fees on my account went up,( higher than ever before).  there are fees that i have never seen before and i am getting billed for it.  this company is clearly not trying to reslove problems. 

To say that the sales person did nothing wrong just show how irrespondsible this company is.  Vantiv knew they were wrong that's why last week, one of the customer service reached out to me to resolve the problem.  Her name is ******** her number is ###-###-####.  She want to reduce the rate by half %, but that's enough.  i am being billed for so many other fees which isn't stated in the contract.  I was told by that sales man that i should pay no more than 3% in overall fee if i sign up with Vantiv, however i am paying close to 4% in over all fees.  

When i ask about get out of the contract with out ETF, which my contract clearly state i can.  She said i can not do that without paying for EFT.  I asked her to look at the contract about no ETF, she puts me on hold and came back say the sales person never send in the contract to Vantiv, Clearly this is a lie.  I also said since there is no contract i shouldn't have to pay EFT, she pulsed for a second and tell me to call their legal department. She  told me to fax the contract to her so she can take a look, which i did, but she never called me back about the update.  This is what Vantiv have done in the past 5 months; each time i call one department, they'll make me call other department to resolve the problem.  That's all because each one of these customer service looked at the contract and have no idea what they can do.  i am tried of playing cat and mouse game.  Clearly Vantiv and it's empolyees are not professonal. 

I will have the account close and i should not be charge for EFT.

Regards,

** ***




Business Response:

Dear *** *****

By way of final response to Mr. ***’s complaint, we again state that he has been properly charged for the services and he was provided a courtesy refund back in July 2013.  He mentions talking with Ms. ****** in our retention department last month.  Please be advised that Ms. ****** reached out to Mr. *** on 10/22/13.  He complained to her that his rates were not correct.  She reviewed the rates on the account and advised that the rates were correct.  When Mr. *** said he was owed a refund, Ms. ****** told him that the refund had been issued via a statement credit back in July 2013.  Mr. *** was still not happy.  So, in an effort to resolve the matter, Ms. ****** offered to reduce the merchant’s enhanced surcharge rate.  She advised that only an amendment would be needed to put the reduced enhanced surcharge rate in effect and that there would be no other changes to the agreement.  Mr. *** was satisfied with the offer of the reduced enhanced surchange rate and gave our employee his fax number so that she could fax over the amendment for his signature.  Mr. ***, however, did not return the amendment.  As a result, on 10/24/13, Ms. ****** tried to call Mr. *** and left a message on his answering machine.  Still not having heard back from Mr. ***, our employee called Mr. *** again on 10/29/13.  He answered, but said that he was busy and would call her back.  To date, he has still not called back.

We disagree with Mr. ***’s assertions, including those regarding the alleged “unprofessional conduct” of our employees.  We have tried to work with this merchant, but he has failed to cooperate and we are not interested in continuing this dialogue with him through the BBB office.  Our records show that Mr. *** continues to utilize the services.  He has requested that the account be closed and that the ETF be waived.  We will close the account effective December 1, 2013.  Because the merchant has actively used the services this month (November), the merchant will be billed for such services in the normal course next month (the November billing statements will be sent to him in December).  No ETF will be assessed. 

Sincerely,

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

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

Regards,

** ***




11/27/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: When we signed up with this company, I asked in detail for all the fees and wrote down each fee mentioned. Over the course of doing business with them, new fees appeared repeatedly. I cancelled the account after about 4 years. I then found out they had deducted $250 from our bank account. When I called they said this was an early termination fee. This fee was specifically not mentioned when I asked about fees when agreeing to their service, nor was it mentioned when I terminated the account. The representative I spoke to when I called to complain said it is in the contract. The contract has all kinds of boxes for fees filled in with zeros, and no box for an early termination fee. Below it is a set of boxes for a different service with an early termination fee. Although I did finally find where the fee is mentioned, the contract is set up to be misleading and make you believe all the fees have boxes that either have an amount or zero in them. But all that aside, I asked if there were any other fees and the representative, ***** *****, directly said no there were not.

Desired Settlement: Please refund the money basically stolen from our bank account.

Business Response:

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

In response to Ms. *******' complaint filed with your office, please be advised that we will provide a refund to the merchant for the early termination fee in the amount of $250.00.  We reviewed the notes on the account and when Ms. ******* called in for the close instructions, it does not appear that she was reminded about the fee.  Accordingly, in an effort to resolve this matter, a refund check will be sent to the address we have on record for the merhcant - 100 ******** **** ***** ******** **  ******

Sincerely,

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

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 9813401, and find that this resolution is satisfactory to me. 

Regards,

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



11/17/2013 Billing/Collection Issues
11/4/2013 Problems with Product/Service
11/3/2013 Billing/Collection Issues
10/11/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: me complaint is the business practice that vantiv llc it doing with there porcessing agreements, i renewed my merchant agreement with them on 8-9-12. a year later i wanted to switch merchants to save money the early deconversion fee was $295 that i was happy to pay because i would still save money switching, i found out that in there terms and agreement pages, 8 pages it total that they never sent me, there was penalty's i would have to pay of over $9000. so we move forward to today 9-25-13 and they called me and are willing to lower my rates so vantiv sends me a new contract and once again they send me only 3 of a total of 12 pages!! i have to ask if there were more and they sent me them the next day but only after a asked for them. i have the e-mails to prove this!!!i am asking for you to help, all i want is to get out of my contract with out paying any penaltys and move to a merchant that does not try to screw over a small business thanks **************** ********** **c

Desired Settlement: to just get out of the contract with out any penalty fees

Business Response:

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

This correspondence serves as Vantiv's response to Mr. ******' complaint filed with your office.  Our records show that Mr. ****** opened a merchant account for *********** Specialist, LLC in April 2009.  A copy of the merchant application and the terms and conditions were provided to Mr. ****** at that time.  The contract terms was for three years. Then, in July of 2012, our employees worked with Mr. ****** to extend the contract for another three-year period and reduce his processing fees.  Mr. ****** executed the required Contract Extension Amendment ("CEA") in August 2012, and a copy of the CEA and the terms and conditions were provided to him for his records.  On May 23, 2013, Mr. ****** contacted us to advise that he was switiching processors.  Our representative sent him a copy of the terms and conditions, which included the early termination provisions.  Then, on May 29, 2013, **** from the merchant location called regarding the liquidated damages provision.  Our representative reviewed the termination provisions with her and explained the applicable fees if the merchant decided to cancel the agreement before the end of the then current term.  **** had the documents with her and was able to follow along as our representative pointed out the relevant language.  The merchant did not close the account.  Mr. ****** contacted us again on Sept. 23, 2013, and our representative reviewed the termination provisions with him, including the $295.00 early deconversion fee and the calculation of liquidated damages.  A rate review was performed for the merchant and we sent Mr. ****** another CEA with lower pricing (the three pages that Mr. ****** referred to in his complaint).  The terms and conditions were not sent to Mr. ****** again because he already had them in hand.

Our records show that we have worked with Mr. ****** over the years to provide him competitive rates and fees for our services.  If he would like to switch processors, the $295.00 early deconversion fee will apply.  Although the terms and conditions contain the liquidated damages calculation, we will agree to waive these additional fees.  In order to close his account, Mr. ****** will need to submit the required written close request to us and provide the date that the account should closed.  Processing fees will continue to be assessed until the account is closed.

Sincerely,

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

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

Complaint: i DISCOVERED THAT THIS cOMPANY WAS RETRIEVING ach PAYMENTS FROM MY BANK ACCOUNT ON 09/13/2013 i CALLED VANTIV WITH THE CONTACT # MY BANK PROVIDED ME. i SPOKE TO A MAN NAMED "******( HE WOULD NOT PROVIDE ME WITH A LAST NAME OR EMPLOYEE id# I inquired why they were taking money from me when they are NOT my CC processor, nor have I ever heard of them or done business with them. ****** replied that there was no record of me with his company nor did they even have any customers in my zip code, and that my bank gave me the wrong contact information. I subsequently verified the contact info with my bank. This is blatently dishonest and I question whether it is outright fraud. They claim they have no record of my FEIN and that because of that , its impossible for them to make demands on my bank account. This is clearly not true as I've found ACH payments to them in each of the last 12 months

Desired Settlement: I believe i should be refunded everything theyve taken over the last 12 months as I never authorized them to take anything

Business Response:

Dear *** *****

Please be advised that we have attempted to research Mr* *****' complaint.  But, we need a copy of his bank statement that shows the withdrawals allegedly made by our company.  Mr* ***** can redact all other deposit and debit information from the statement if he would like to do so.  Upon receipt of such documentation, we can investigate further.

Sincerely,

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

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 9725215, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I have already contacted Vantiv and spoke to ****, in level 2 merchant support. There is NO information in the descriptor(s) identifying Vantiv as the company placing the charges. I had to get the information from the legal dept of my bank. The only descriptor accompanying the charges is "BANKCARD" That is the reason for my complaint. Its rather impractical to forward bank statements when there are charges every single month over at least  the last 18 months

Regards,

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




Business Response:

Dear Ms. *****

As explained in our initial response, we still need to see at least one month of Mr* *****' bank statements.  The debit descriptors that we use for merchant processing services are "***** *****" or "MPS."  The descriptor "Bankcard" that Mr* ***** has provided is a very generic term.  There are many processing companies and we need to know why Mr* ***** believes that our company has been debiting his bank account.  Without additional information and Mr* *****' cooperation, we cannot investigate further.  Additionally, if we have his business name and/or federal tax identification number, we could run that information. 

Sincerely,

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

10/1/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Offically closed account on 06/26 with confirmation of closed form, but still get fees for July, Aug. Their customer rep are lack of knowledge, and t First of all, the sales rep set up our account, then he is gone, no response to phone calls, no response to emails (like, reply in one of five, if that counts). Always saying "he will work on", but never get back to us with promised credit. The only useful info he provide to us is the customer service phone number and our merchant ID, login id to their website. Second, he had our billing address wrong in ste number. This caused a lot of hassel, we can't never receive the billing statement. I had to call them every time to request fax of the billing statement. Even I updated the address with them, the still have the wrong address on the statement. More, we can't never receive the dispute case in mail. This was found when I saw the debit transaction posted to our bank account. Their explaination is, " you changed the address, but you didn't change address with our charge back department." What the hXXX So I have to call every one in your company to update the address??? The first charge back cases closed in customer's favor, because we never receive the case in mail, and we never repond. Guess what, they don't care, they didn't admit they mail it to the wrong address. After 6 months unpleasant experience with them, we decided to seek other service and closed account with them. We closed account on 06/26, but we still get billed for July and Aug. The first customer rep told me the charge is from master card, and ask me to call master card at *********7 to find out. I asked to get another csutomer rep, the second customer rep said the charge is from a third party, you have to contatc them to find out. Hello??? Who is the hXXX is the third party? Then, the third customer rep helped find out the charge is from ***** *******e, the gateway service. He asked me to contact ***** *******e to close the account with them. This is ridiculous. Because we set up account with vantiv, we didn't deal with Trust commerce. It's vantiv who set up the ***** *******e for us. ***** *******e only bill to vantiv, we receive bill from vantiv, why I had to close account with ***** ******* on my own? Even I didn't believe them, I called Turst Commerct, and ***** *******e said they can't accept cancllation request from us, they have to accept cancellation requst from vantiv. Now, I've been kicked back and forth, vantiv haven't respond me after 2 business days, with an issue number assigned to me "INC*********534". It is vantiv's responsiblity to submit reqeust to close gateway service for us. I need them refund us the monthly gateway service charge for both July and Aug.

Desired Settlement: Stop bill us the monthly fee, and refund us the fee of July and Aug immediately

Business Response:

Dear *** *****

In response to the complaint of ***** **, please be advised that we are processing a refund for the July and August gateway fees in the total amount of $60.00 in accordance with ***** **'s request for this refund.  We apologize for the frustration and inconvenience that the merchant has experienced with this matter.  The funds will be directly deposited into the merchant's bank account of record. 

Sincerely,

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

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

They replied my email promised a refund, but asked me to wait for 30 days for the refund. I don't believe them. Who knows after 30 days, will they charge me again for another monthly fee? Why is a refund takes 30 days? To the bank, it only takes a second for the transaction.



Regards,

***** **




Business Response: Please be advised that we confirmed with out Merchant Services Department that the ACH credit has been processed.  Mr. ** should review the bank account of record for the merchant to verify receipt of the refund.  We believe this fully resolves the complaint and will proceed to close our file on the matter.   

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

Regards,

***** **



9/23/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am the sole owner and president of ********** ********** ******* Inc. dba *** *********, a sports bar. My bank *** recommended Vantiv to process my credit card transactions. I contacted Vantiv about April 2012 and made an appointment with a representative to discuss the costs and service provided. The company rep from Vantiv requested all info necessary to process charge transactions for the business. They requested a copy of my drivers license for proof that I had authority to complete the agreement. As stated above the business is owned by a corporation and as such files tax returns under a EIN number. In January of 2013 I received a 1099 in my name and SS. number for approx. $70,000.00 which was for the above Corp. and should have filed under the business EIN number.I called Vantiv to try to get this corrected and was told I needed to contact my attorney to correct this problem. I requested the lady name, position and address. She asked why I needed this and I told her the attorney would nned it to know where to send the bill for this service.Since this was a fault of Vantiv and not mine it was their responsibility to correct this error and not mine. After several more calls they finally agreed and sent a copy of the corrected 1099 to me.In late June of this year I started having problems with the processing of customers credit cards for purchases. We would swipe the customers card for payment and would get a no host error and disconnect, this would indicate the transaction was not completed. We would try again it would accept the transaction and sometime get a no host message again. On some occasions we may try 3 times without success of the transaction being accepted.I changed cr. card processors and called Vantiv to cancel service agm't. Was told there would be $295.00 early cancellation fee. This is totallyunwarranted.Have contact with others of same problem.

Desired Settlement: Don't believe Vantiv has any money due for cancellation chgs. since this was their fault. If any they should reimburse me for loss of god will for my customers. Request settlement of $0 for early termination.

Business Response:

Dear *** *****

 

Please be advised that we have reviewed the complaint filed with your office by *** *****.  Mr. *****’s first complaint was regarding an issue with his tax reporting.   It appears that due to an error on the contract, Mr. ***** received a 1099 in his personal name rather than for the corporation.  This matter was quickly resolved and a new tax form was sent to Mr. ***** on April 4, 2013.  We consider this issue fully resolved.

Mr. *****’s second complaint involves an early termination fee that will be assessed for closing his processing account early - before the end of the three year contract term.  Mr. ***** indicates that he has closed the merchant account because of equipment issues.  Our records reflect that we were working with Mr. ***** to resolve those issues.  Specifically, our system notes indicate that Mr. ***** had his telephone provider check the connection and everything was connected properly.  It was then recommended that Mr. ***** upgrade his processing equipment to a terminal that could communicate over the internet.  Mr. ***** declined to upgrade the equipment.  It should also be noted that a rate review was done recently for Mr. ***** and we offered him signifcantly discounted procesing rates.  However, Mr. ***** still chose to leave.  It is standard operating procedure to provide a merchant with close instructions and to advise of any contractual obligations as a result of closing an account.  Here, as is reflected in our system notes, Mr. ***** was advised of the early termination fee if he closed the account before the end of the three-year term.  Mr. ***** has closed the account.  Therefore, in accordance with the merchant agreement that Mr. ***** entered into with us on May 24, 2012, an early termination fee is due and owing and will be collected from his bank account.  If, instead, Mr. ***** would like to re-open the account, we would be able to put the reduced rates into effect and the early termination fee would not be owed.

 

Sincerely,

 

*** *********     

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

 

Regards,

*** *****

 

Dear *** ****

In response to the reply from Vantiv at no time was I offered any discount in rates or terms concerning this matter. Since they made this statement I would like to have copy of such offer. As usual any problems  I incurred with them was my problem not theirs ie. personal SS# instead of Corp. EIN was sent IRS form 1099 to call my atty. to correct .  Am still trying to correct chgs. with customers and have better things to do. When I entered into the agreement with them I thought they were a reputable company, and was recommend by *** bank. If I knew then what I know at this time, any problems incurred are mine to correct, so bother us for any help. I could not be any more amazed by their attitude. I have plenty to do without changing C card processors but refuse to do business with anyone of this attitude.

Respectfully

*** *****

 

    

Business Response:

Dear *** *****

By way of additional response to Mr. *****, we have reviewed the notes on the account again and on July 30, 2013, Mr. ***** talked with our Rentention Dept.  During that call, as is standard procedure, we believe our representative offered to do a rate review on the account if Mr. ***** wished to remain with us.  Apparently during that call, Mr. ***** mentioned past problems with the 1099 form and his terminal.  He indicated that he planned to close the account.  As a result, a formal rate review was not performed and no written proposal was sent to him.

As was stated in our initial response to the complaint, the early termination fee applies because the merchant closed the account before the end of the contract term.  We will proceed to close our file on this matter.

Sincerely,

*** ********* 

Consumer Response:

Aug. 26 2013

Re: your letter 08/21/2013 Complaint ID ******* 

Dear *** ****

The Vantiv response is typical of the service from them. They wanted to do a rate review of the account instead of addressing the problem. My complaint had nothing with rates, but the problem of receiving a no host message when trying to process a credit cards.

As previously stated they said the problem was caused by our telephone line. I called ****** ***** to have the line checked, and they were out on 2 consecutive days to check signal. The response was that the signal sent from us was satisfactory. They monitored the signal from their office for 24 continuous hours and at no time was the signal weak. On the third day *** ****** with ** met with me to assure me it was not the signal stieugth causing the problem. His personal phone ###-###-####.

I am enclosing a copy of one of our customers chgs. she sent me showing three chgs. on the same day. This was due to Vantive no host message when the card was swiped.

I have had numerous complaints from customers concerning this problem over the past several weeks. I have spent hours trying to resolve my customers concerns. Hopefully I have been successful.

Vantiv has failed to assist in solving the problem encountered with the No host response in trying to process credit cards. Their approach is it my problem to solve they don't want to be bothered.

The contract with Vantiv was for the processing of credit cards. Since they could not do the processing properly, I had no choice but to find a company that could, since a large part of the business income is credit cards.

Respectfully,


*** *****

Business Response:

Dear *** *****

Although Mr. ***** is not satisfied with our previous responses to his complaint, our position remains the same.  Our records show that we attempted to assist the merchant with the equipment communication issues.  Specifically, Mr. ***** had his telephone provider check the connection and everything was connected properly.  It was then recommended that Mr. ***** upgrade his processing equipment to a terminal that could communicate over the internet.  Mr. *****, however, declined to upgrade the equipment and then closed his account before the end of the contract term.  We are closing our file on this matter.

Sincerely,

*** *********  

 


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