Complaint Review: Moneris Solutions

Worst customer experience ever, all thanks to Moneris
Solutions

1.     
Welcome program

When I applied for the service (end of Nov 2010), they promised a $250 refund from the initial $300 activation fee, which sounds nice and is supposed to be paid within 6-8 weeks of the first transaction (end of Jan 2011). However, after 6 weeks I called them and asked about the refund, they said you need to wait until after 8 weeks. Fine. Then I called them again after 8 weeks, they said you should receive a code soon to finish the refund process online. The code never came.
Finally after 3 months when I decided to cancel the service all together (end of Feb), I finally got one of the agent to give me the code over the phone and then applied for the cheque on a website. Another month later (April 6th), I called
again and the agent said the cheque was issued on Mar 23, but then the address was actually wrong! I dont know how Moneriss system work but it managed to print out wrong address when I TYPED in the correct one when I applied for the
cheque. There has been so many errors and the whole delay time is ridiculours!

2.     
Promise never came true

Initially I applied for a wired terminal (end of Nov 2010) but then I was debating if I should apply for an internet service at my business site, or get a wireless terminal from Moneris. This agent Caesar answered my call and in order to get me use the wireless terminal but having to pay another $120, he offered two month free terminal rental fee for the old terminal and the new one. That means I would not need to pay for $30 rental for the wired machine or the $69 rental for the
wireless for December 2010, nor would I pay the $69 rental for the wireless machine for January 2011. That sounds good, so I agreed to switch to the wireless terminal. The charge of $120 was immediate. However, when I got back the first months statement, I found that I was charged partial rental fee for both terminals for December 2010. I called and they said the process was delayed but I would not be charged for January and February instead. Fine. Then a month
later when I got the new statement (Jan2011), I was still charged for the $69 rental. I called again and the same story was told, that the process was again delayed and I would not be charged for the next two months. Really. At this
point given all the experiences I had with them I was already very very upset and Moneris just appeared so unreliable and unprofessional. Finally in February they no longer charged me for the rental. However, we decided to cancel Moneris
at end of Feb. When I called them for the other months fee waiving that had never realized, they simply told me that there was nothing they could do because I will no longer be their customer. WTF. It was their problem of delaying and delaying again the waiving process but in the end I have to pay for their problem!

3.     
Nightmare not finish even after cancellation

As I said, I decided to cancel the service. I called to cancel before March and they said they have to charge me $300 for early cancellation. Firstly, I never knew about this penalty when I first signed up. Nobody ever told me that. But okay I should be responsible to read the agreement so I can pay for the lesson. The deactivation charge of $300 was again immediate (so efficient when they take your money!). They asked me to call UPS and return the terminal, their guy didnt come until Mar 4th and took the machine away. That should be the end of the story and nightmares with Moneris? No. Today when I checked my bank account, I found that Moneris charged me again for the service fee and minimum MDR fee for
March, after I cancelled the service and paid $300 cancellation fee!!! I checked Merchand Direct and there was no statement for March. Obviously they have canceled the service for me but they are still charging me! I called AGAIN
(so tired of calling them!!!), the agent (her name is Penn) was nice but it appeared that they did not receive the terminal until March 9th and she said even I cancelled the service, I will be charged partially until they receive the terminal. (paying for the time UPS and Moneris delay getting the f*cking machine? How stupid is that?) She also said that there is a mistake coz they should have charged me only partially until Mar9th rather than the entire they can do. They always ask YOU to pay for THEIR mistakes.
 

Thats the reality with Moneris. Good luck with all their existing customers and future ones if there is any. I am done with them. Just hope to get the cheque asap and never need to deal with them again.