ComplaintsforUSPAY Group LLC

• Initial Complaint

  02/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have asked the service representative how to cancel 01/2023- she stated I was under contract and would have to wait until 11/2023 and submit a for to cancel without penalty. Sent in form- account not cancelled. Reached back out and forwarded the original cancel request-then they state that only half of the account would be cancelled and I would have to keep service for an additional entire year or be charged a $495 cancellation fee.

  Business response

  03/18/2024

  USPAY RESPONSE ID# ********
  
  This response is regarding complaint ID ********.
  
  Our customer called to cancel their account and was given the correct information from our Client Support Representative on how to close their accounts. The merchant signed two Merchant Agreements, establishing two accounts. Since 2020, multiple calls have been made to our ************************* regarding both Merchant Accounts.
  
  The cancellation form our ******************* received only contained one merchant identification number,ID# ****************. This account was closed in January 2024, as discussed. We cannot close accounts not listed on the required cancellation form, so only one account was closed.
  
  We received a cancellation form for the merchant's other account under MID **************** on March 3,2024. As a courtesy, we closed this account without a cancellation fee. The accounts were closed in accordance with our Program Guide/MAA terms and no cancellation fees were billed to either account. We did attempt to call and email the merchant to confirm this matter and the merchant did not respond.

• Initial Complaint

  07/27/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Two years ago I corresponded with US Pay as I was considering switching to a new credit card processor. I sent them my merchant statements, and they told me that I would save money. I signed with them, and they sent me the equipment, and I tried for a couple of days, and looked at what they were charging me, and it was higher than my old processor. I sent the equipment back and told them I would not use their server and to cancel. I asked for the analysis they claimed they performed, and they did not sent it to me. I've been charged monthly for two years now, even though the original contract was for 1 year. The amount they have taken from my bank account now exceeds the felony theft amount in ********** . I was induced to sign a contract by fraud, and therefore the contact is unenforceable. I tried contacting their legal department and was told they do not have one. My calls have been ignored, and just as my previous requests were ignored.

  Business response

  08/19/2022

  The merchant initially addressed these concerns with us on 6/30/2020. We offered a review of the account fees that same day and requested a previous statement for comparison.We received the statements from the merchant on 7/1/2020 and had a review completed by the next day. Although a call was scheduled for 7/6/2020, an email was sent to the merchant on 7/2/2020 confirming our scheduled call, how the review was completed, and the great news that we were already less expensive than their previous processor. In the same email we advised that we made further reductions anyway to show we value their business. Prior to our call,the merchant replied inquiring how to return their equipment. We replied with the completed analysis showing the savings with us, in addition to the cancellation process, however we did not receive a response or a completed cancellation form. Follow-up email and calls were sent, and we have not heard back from the merchant prior to this.

  
  The merchant opened an account with USPAY in May of 2020.All terms of the agreement are outlined and were signed by the owner, and the savings compared to his previous processor were communicated. The merchant has not been billed for anything outside of their agreement to date and we do not feel a refund is warranted. Although this merchant is still within their initial term of agreement, we have closed the account without any further expense to the merchant.  

• Initial Complaint

  04/04/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We began Services with USPay group in September of 2019. In August of 2021 we tried to cancel our services. When we signed our contract I clarified that there was no service contract length and that we were month to month. Our Rep ****** ******** and customer service agent *************************** did not respond to calls. After 4 months of trying to get a response and repeated monthly billing ******* called back and said that the contract we signed included a term of 2 years. I provided her my notes that stated the service agreement had been waived at the time we signed the contract and that I had it in writing in my notes. Before I docusigned the agreement I again verbally confirmed this. She stated that she realized that but that they did not strike it from the agreement despite saying that they would. As a result she said that they would charge us monthly thru 9/2022 or we would have to pay 495 early termination fee. I provided them the written confirmation that showed they agreed to a month to month rate (I was extremely adamant about this as my husband had just gone thru many difficult months with a different credit card company. I had this conversation in front of every one of my office staff so that all could hear). She then agreed to terminate without further fees or a termination fee (February of 2022). They then proceeded to charge me an additional month despite ******* stating if we had the termination paperwork signed and in to them by 3/15 we would not be charged for March. We emailed, faxed and snail mailed the forms. They confirmed receipt by 3/7/2022 and they still charged us March fees. They now have not responded to any email or phone correspondence. I would like to file a formal complaint at this point. I will also file a complaint with my credit card company.

  Business response

  04/26/2022

  This reply is regarding Compliant ID# ********. ******************** opened two accounts with USPAY in September of 2019. All terms of the agreement are outlined and were signed by ********************, we do not accept DocuSign, handwritten signatures are required and were given for both accounts.
  We have reviewed the calls of both our Sales Representative and Client Support employee it was determined that there were numerous calls between our ****** with ******************** and an employee named ********* where the terms of the agreement were reviewed based on the agreements that were signed, despite the above claims of not being able to reach our ****** for months.
  We do not feel this complaint is warranted. The cancellation form was received on 3/10/2022 and the accounts were closed immediately without any cancellation fees or monthly fees. The billing that was done for March 2022 was for the previous month of February 2022 and was part of the agreement as the accounts were still open with USPAY. Our billing for the current month is completed on the first business day of the following month as it had been done since the merchant began with us in 2019. As agreed, there was no billing for the month of March 2022.
  In addition to not charging cancellation fees or monthly fees for the month of March, we received a call from *** ********* ****** after account closure that they needed additional time to send back the equipment that was provided at no cost because the ****** had been closed and we agreed without hesitation.
  We consider this matter closed and are not able to provide refunds as they accounts were not billed for March 2022 as agreed and the billing that is bring referenced is for February 2022, prior to account closure.

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