Flagship Merchant, ipayment Held Funds, Rude Employees, Never Return Calls - BEWARE! Thousand Oaks, California
We switched from another company for lower rates. Big mistake. We processed many cards for a few months with no problems. Then we processed a credit card charge that we came to find out was over our "limit". They requested info to release the funds, verifying that it was a legitimate charge. We provided them with the info and assumed that everything was fine.
When I reconciled my bank statement, our account was short some $22k for the month. They held the funds for this charge AND they put all funds on hold, even regular monthly recurring charges that we've processed monthly in the past. They continued to approve & process every transaction we submitted, but never released the funds to us. As far as it looked, all transactions were going through normally.
When I called I had to deal with extremely rude people, the last of which was Joseph. Even the girl who set up our account, Courtney, basically hung up on me. Joseph was so rude! I left a long detailed message for the Joseph's supervisor, Julie. She never returned my call.
Eventually we have gotten our funds, but it took hours of our time calling regularly over a period of about a month and a half. This was after we had to reverse that larger charge. We were charged a fee to process & return that charge. We did argue our way to getting half of that fee refunded, but geez what a pain.
By the way, QB merchant account processed those charges with no problems, none of the hassle you get with this company. Based on my experience & from reading other posts: Flagship merchant = rude, no return phone calls, no accountability for anything, it's all the customer's fault! Beware!