Pivotal Payments TRUSTED Business REVIEW: Pivotal Payments commitment to customer satisfaction, Pivotal Payments has implemented strategic changes to proactively enhance client satisfaction and the speed of their customer service response time. The company is focused on improving its clients’ payment processing methods, resulting in 100% satisfaction.
It began with them in April. I had enough of EXTREMELY slow debit services through dialup (much slower than the usual.) and very very poor customer service and 1-2 hour wait times every time we called. Not to mention poor technical support. I contacted their company and they faxed me a cancelation sheet which I filled out and sent back.
May, June, July roll around I call them at least 1-2 times a month because I notice they are still billing my account for services. They keep saying someone will call me back, I give them 2-3 phone numbers guess what? No calls!
Finally in July I spoke with an Eric (supervisor) normally they do not seem to be available but I guess they finally give up and probably just transfer you to their neighbor? He said they would credit back the charges and ofcourse had NO explanation why it had not been canceled or why I was being billed.
More time goes on and no phone calls. Mid August a random direct debit from my business account for $1415.31. I immediately contact their company only to be told it is for "liquidated damages and refer to your contract." So I did and it says $500.00 or the amount they assess whichever is greater...
So ofcourse they can offer no explanation WHY it was this much. Our normal debit is approx 20-30/month for their service. I ask 2-3 times that day for an immediate call back. NOTHING. I call back the next 2-3 days and again ask for call backs and NOTHING. I even advise them going to Better Business Bureau and still nothing. EVEN ASKED for a copy of this invoice. The lady told me you should have got one online. I said how can I the account is cancelled? She had no response. Again she CANNOT (for unknown reasons?) print an invoice and had to send a request. 1-2 weeks go by and surprise.. nothing!
So I complained to BBB about this lot... insert potentially profane word here... only to get a response from a so-called supervisor saying No we will do nothing. He said it is in the contract. Again they send me a copy of it with no explanatioin how they assess the charge and a copy of my purchase receipt for the equipment (which I bought outright and owe them no money on...???)
At this point the bank has successfully reversed the amount and they will refuse to contact me. Obviously it is some type of scam or one of 2 problems with their staff: There is no staff in this cancel department OR they are too incompetent or too important to talk to the "common folk." Either way I advise NEVER using their services under ANY circumstance. There are much better choices for businesses out there and luckily I found one, only after learning a hard lesson.