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Signed with Pivotal Payments three months ago. Two complaints. At signing, after discussing all the associated fees, I asked if it was possible to change my bank for deposits/withdrawls after signing up. I was told it was a "simple thing to do" but no mention of a fee. Today I called to change the bank linked to my account. Told it will cost $75. Staying calm and polite, I explained this fee had not been mentioned when I raised the question at signing and whether he could therefore eliminate it now or at least reduce it. Told impossible. I asked to speak to a manager. Told she wasn't available. Asked for the manager's name, was given her first name, "Kate". Asked for her last name, told impossible. Asked for her email address, told no. Then he offered to go talk to her himself, put me on hold, and came back to say the free could not be waived (big surprise). What kind of a company is this? Second complaint, Global Payments, who is part of the package, charges me a $5/month fee that was not mentioned by the Pivotal Rep before I signed, even though I asked for a COMPLETE rundown of all fees/charges I would pay. Needless to say, I will be scrutinizing all statements from Pivotal with a fine tooth comb from this point on.
2 Updates & Rebuttals
rigolettos
edmonton,Alberta,
Canada
extra charges by pivotal
#3General Comment
Sun, March 21, 2010
i am another unfortunate customer of this company who is charge a 100 a year for suppose to be security enhancement
Pivotal Payments
Montreal,Quebec,
Canada
Pivotal Payments stands by all its Customers
#3UPDATE Employee
Wed, February 03, 2010
John, we at Pivotal take your concerns seriously and we welcome the opportunity to speak directly with you. I apologize if the reason for the fee wasn't explained better and for Kate not being available to immediately take your call. Like any other business, we charge for the work associated with our services. As a business owner I am sure you understand the cost associated with staffing a support center, handling calls and completing changes to accounts.
Changing a business owner's bank account, although a simple task requires oversight, host data entry and a quality check process to ensure funds are routed appropriately. Our practice of charging a fee for our services is no different than that of our competitors and/or than you would do to cover your expenses, and is outlined in your terms and conditions.
If you would like to discuss the terms of your specific contract, please call us directly and the VP of Operations will discuss the situation with you personally. We value your business and wish to make your sure specific situation is addressed.