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1. There was no long term contract with UBC. We were assured there were no penalties or fees associated with cancelling service at any time.
2. UBC is unresponsive to consumer requests or complaints.
3. It appears there may be a pattern of unfair and deceptive business practices by UBC or possible fraud, even. I know if at least one other instance of an initial corrupt Terms & Conditions file.
4. UBC debited our account for $700 without our knowledge and never communicated the EFT to us via billing or statement or otherwise. This is larceny.
We signed up for credit card processing services through a representative for United Bank Card in June 2011. The website we saw advertised, no long term contracts and "low rates"(www.merchantaccountsmaui.com). The application and Terms & Conditions documents were emailed and the application file was barely legible, but the Terms and Conditions Document file was corrupt and inaccessible. We requested a good soft copy several times, but never got one. I specifically requested NO terms regarding time obligations when we signed up with the
representative for credit card processing services and he assured me there were
none.
We had been unhappy with the quality of customer care at UBC and canceled service in late September of 2012. UBC now also known as Harbor Touch, is trying to collect $750 (early termination fees) from us. They initially just debited our account with an EFT for $700 and never said a word or gave us any notice of the charges. I happened to review our bank statement and questioned the entries. I filed a Regulation E form with our bank and was able to recover the funds. Only since that time upon my requests, have UBC reps offered to send me the Terms and Conditions document. They said they would send it but kept sending me other info such as copies of our application in one instance, and a welcome packet in another. I made numerous attempts to resolve the issue both verbally and in writing. I even submitted a letter of dispute at their request and heard nothing back. Upon following up a third time, I received a reply that they referred our account to a collection agency.
I suspect from what I have read, know first- hand, and from conversations with another business owner who uses UBC's service , that the company engages in these types of activity on a regular basis. To mislead /advertise falsely, not provide proper and complete disclosure, provide poor/rude/unresponsive care, and debit client accounts without any notice or explanation is fraudulent misrepresentation and larceny.
I plan on taking this to the next level and would like to know if anyone else has had similar experinces.
2 Updates & Rebuttals
L
Hawaii,Main Issue on $700 charge resolved!
#3Author of original report
Sat, October 19, 2013
I was recently contacted via email by Ripoff Report advising me that UBC/Harbor Touch was interested in resolving our issues. I am pleased to update this report with a positive outcome and with gratitude to ED (the EDitor for this site) and Jared (the CEO of Harbor Touch). My main issue was the disputed $700 charge that Harbor Touch had placed on our account and had attempted to collect from us. Resolution acceptable to both of us was reached in just a few days with the confirmation of the withdrawal of the charge/es. I am impressed with ED's ability to bring people together; and Jared's initiative and follow-up. I am hopeful for resolutions and good relations for past and all current customers who have experienced service and or billing issues.
Curtis Stevens
United States of AmericaSales Rep
#3UPDATE Employee
Tue, March 05, 2013
Hi,
I'm an independent agent for Harbortouch and let me explain a few things. Harbortouch does not have a sales team. They focus on their products and the merchants and have independent agents such as myself selling their products. They cannot control what an agent promises to a merchant since they are not an employee. They do their best on terminating the relationship with agents that do not represent the brand in a good fashion. Therefore, they cannot honor any agreements or promises the agent makes to a merchant.
Harbortouch's standard processing agreement is 3 years, termination fee of $350 or $35 times the remaining months left, whichever is greater. Yes, I agree, that is too steep! If an agent offers you different terms, such as what I do, they must make that notation on the application, on page 4 under special instructions. I have signed up hundreds of merchants with Harbortouch with such clause. The offer I give is no ETF with 90 days notice. Harbortouch honors it every time and has since day one. If an agent simply makes a claim to a merchant and doesn't do the necessary steps when sending in the paperwork to Harbortouch, then Harbortouch enforces their standard term as no other alternative terms have been offered. With anything different, the merchant would need to take it up with the agent involved since it is something they promised
and not Harbortouch.
You can download their terms and conditions here: http://www.unitedbankcard.com/pdf/UBC_TandC_2009.pdf.
In all honesty, based on everything you said, I would take this up with the agent you signed up with. The company you mentioned in your compliant. You were promised things by the agent and sounds like they didnt take the appropriate steps for those promises to be provided. They are also the ones that can make anything happen if it is possible, such as waiving the cancellation fee.
Curtis Stevens
www.harbortouchs.com