Bankcard USA Merchant Services deceptive, evasive, rude Westlake Village California
We are a small family owned automotive repair shop and trying to keep costs down switched to Bankcard USA in hopes of saving some money. Everything started out fine until I keyed in a credit card number for customer invoice. They were always slow in depositing our money from the start so I didn't think anything of it when it was 4 days and the money wasn't in our account. I waited over the weekend and checked our account on Monday am and still no deposit. I called the customer service number on my merchant statement and was transferred to Heather in risk management. Heather proceeded to tell me I needed to fax the supporting documents (which I did) and after they were verified the funds would be released (of course she didn't state how long it would take to verify). I have since called and left several messages for her and still no response or money in our account. This has caused a problem for us since the deposit was for parts and labor in the amount of 1470.00 it's a little hard to pay the employees, state board of equalization and parts when they continue to hold the money. I called our sales rep Larry Robbins who was no help at all just said Heather was handling it. When I spoke to Heather the first and only time she said they could hold the fund for 6 months if they wanted to since that was the charge back period. I have read the other reports on here and it seems we all have the similar problem with this company. I have since gone back to our old processing company and hoping to cancel my account with Bankcard USA as soon as possible. I am afraid to cancel the account for fear I won't ever see my money. Not only are they holding the 1470.00 but there are several other deposits I am waiting on. This company does not notify you that they are going to hold your money they wait for you to notice you haven't received it and if you don't check your bank account daily they can play this game for days or even weeks. I don't understand with all the complaints I've seen here and on other sites (Better Business Bureau, etc) how they can remain in business. I don't know about you but our business relies on customer service and if we treated our customers this way we would have been out of business years ago. So for all of you small business looking to save a few dollars BEWARE. I am going to take my final step with the company tomarrow (will update after) and if still nothing I will file a complaint with the Better Business Bureau, Federal Trade Commission, FDIC and the Attorney Generals office here in California. I just hope that filing this report for everyone to read saves at least one small business from our same nightmare.
Darla in santa clara
Santa Clara, California
U.S.A.
2 Updates & Rebuttals
Sharon
Westlake Village,California,
U.S.A.
BANKCARD USA REBUTTAL / WE ARE A REPUTABLE COMPANY
#3UPDATE Employee
Tue, January 13, 2009
We are responding to the above referenced complaint. After reviewing the merchant's complaint, we have concluded to the following-
1. This merchant contacted BankCard USA to enable their business to start accepting credit cards for their business. They were approved and started processing transactions accordingly. Each specific merchant is approved a monthly volume as well as a ticket size. This merchant was approved for a $15k monthly volume and a ticket size of $500.00.
2. On April 17th, 2008 this merchant processed a transaction in the amount of $1,470.93 which way beyond their approved parameters (merchant was only approved to process $500.00 ticket size). Our Risk Department held that particular batch pending verification and legitimacy of the sale/transaction. The merchant was contacted and additional information was requested from them. After investigating the sale/transaction, funds that were on hold were released back to the merchant.
Additionally, please note that BankCard USA Merchant Services, Inc. has the right to hold your funds up to a period of 180 days or less (please refer to a copy of your Merchant Account Agreement). Keyed businesses are considered high risk businesses because of the high ticket, (which can later evolve to higher dollar amounts of chargebacks, retrievals..etc), keyed transactions, home based business (retail, face to face, swiped businesses have less risks because the credit card is always present and swiped through the credit card terminal).
Holding funds also protects merchants from potential fraud, chargebacks, identity thefts..etc. BankCard USA Merchant Services, Inc. is liable for any charges, returns, chargebacks that the merchant processes, under the rules and regulations of Visa/Master Card. Thus, the reason for capturing funds to protect BankCard USA.
BankCard USA is a very reputable company that has been in business for over 13 years. It is impossible to make everyone happy. If you also look at the number of complaints our competitors have (Innovative Merchant Solution and Cardservice International), you will find that they also have the same amount (if not more) number of complaints.
It is unfortunate that we can no longer do business with you. Please contact us with any additional questions or concerns you may have (800) 589-8200.
Thank you,
Sharon Tan
Operations Department
BankCard USA
Darla in santa clara
Santa Clara,California,
U.S.A.
National Bank of the Redwoods, Ca. Bankcard USA Merchant Services Harris Bank, IL, Maverick Bankcard
#3Author of original report
Wed, April 23, 2008
After searching further I have found that they are also called Maverick Bankcard and are connected to several banks. My information says National Bank of the Redwoods, Santa Rosa, CA. but their website shows Harris Bank. Not sure who they really are so I have included all the names. I really hope someone reads this before signing with them.