Harbortouch | United Bank Card REVIEW: Customer Satisfaction Commitment: Harbortouch values each merchant it serves, realizing exceptional customer service is as important as competitive pricing, innovative products. The company offers award winning customer support which is handled entirely in-house available 24 hours a day, 7 days a week, completely free of charge to all of their merchants. The company also stands by its equipment, offering a lifetime warranty on all POS systems. Additionally, professional installation and ongoing training are included with every POS order.
I am a small business owner that was solicited by United Bank Card, Inc in Feb. of 2007. The proposal, all done by email, looked great and was going to save my small business money. After asking the sales associate, Fancy, about any hidden fees, equipment fees, etc we went with them.
By June of 2007 I was calling and questioning the fees that we were being charged. They were not what was quoted or put in the email from Fancy. Of course Fancy was no longer there and available to rectify the situation. We were then charged a $99.00 fee considered an annual fee per customer service reps.
I bickered back and forth with them and to no avail they continued to take charges from us that were "HIDDEN" from us.
This went on until December 08'. At this time there was a $79.00 fee from our account and again no bill or statement as usual to clarify what the fee was taken for. When I called customer service I was told that it was an "EARLY TERMINATION FEE".. I questioned why as we had not cancelled our service with them and the rep told me that is what they do.
Next we faxed an cancellation notice, which was sent to us by one of the customer service reps. Of course they did not receive it as we had money taken from our account again, although we had not processed anything. I called our bank and they opened an investigation and UBC immediately put the monies back into our account.
I then received a phone call from them telling us the account is past due. I explain that we faxed the form over and I am told they never received it. I spoke to "Michael" and he said fax it again directly to my desk. Two days later I get a call that we are past due. I explain once again that we faxed a cancellation notice and gave the fax number. Wow, now Michael no longers works there.
Now it is the end of May, I receive a call that we are past due and I explain how they violated their terms from the first email and that they have taken monies not owed to them and how they cancelled us. Now I am told it was a $79.00 annual fee not a cancellation fee. Regardless I told them we had closed the account, faxed over a cancellation notice three times and wanted nothing else to do with them.
Today I receive a notice of collections from Transworld Systems, Inc giving me 5 days to "honor my debt" or it will result in continued collection activity!
They took money for all services rendered through the time we used them and somehow now they want $444.20 for a bill that was originally $40.70.
This is amazing to me how this company is still in business. Something needs to change, after all we are paying these fools.
Lisa
Folsom, California
U.S.A.