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.
Between 11/10/2006 and 12/7/2006 I processed four debit transactions thru my credit/debit card processor, United Bank Card for a total amount of $1202.52. Those transactions were never deposited in my account. A few days later I switched credit card processor.
After contacting United Bank Card customer service on may occasions without any results, I was finally told (after about five months) that the funds were there, but that they could no longer deposit them in my account because I was no longer a customer, I asked them to issue me a check, however I was told that the only thing they could do was to refund the money to the customers and send me the info so I could re-run the transactions.
I was sent a fax with the debit cards information for me to run the transactions thru my new processor, however before I charge my customers again, I wanted to make sure that they had received the refund that United Bank Card said they were going to process, however my customers said they have not received such refund, therefore I cannot charge them again. I have been trying to get thru Steeve (x144) the customer service representative that faxed me the information to re-run the transactions, however he has not returned my calls in the last three weeks.
In summary, United Bank Card admits to having the money, but they do not make any effort to give me the funds or return them to the customers so I can charge them again.
I will be seeking legal advice because UBC does not show any willingness to resolve this issue and I have spent many hours with very useless customer service representatives.
Please avoid this company as they do not care about their customers.
Jim
Tampa, Florida
U.S.A.
2 Updates & Rebuttals
Chris Rotondi
HAMPTON,New Jersey,
U.S.A.
resolution
#3UPDATE Employee
Mon, December 22, 2008
United Bank Card (UBC) services over 100,000 merchants, as a result UBC takes any customer service compliant regardless of origin seriously. Although the percentage of customer service issues that occur are miniscule when compared to the size of the entire customer base some issues are reported to external entities. United Bank Card will make every attempt to resolve these issues in an amicable fashion.
If you are having an issue that you would like to handle in a professional and courteous manner please contact me using the contact information below. I am sure I will be able to help resolve any issue that you are having. Customer satisfaction is the highest priority at United Bank Card
Sincerely,
Chris Rotondi
United Bank Card
Director of Support Services
Phone: 800 201 0461 ext 112
Fax: 908 847 0317
Email: crotondi@unitedbankcard.com
United Bank Card
Hampton,New Jersey,
U.S.A.
United Bank Card, Response
#3REBUTTAL Owner of company
Thu, October 04, 2007
This merchant closed their processing account with United Bank Card (UBC) around 11/10/06. The merchant's new processor reprogrammed their PC Charge software incorrectly. This resulted in the merchant's credit card transactions being processed to the new processor, but their debit card transactions where still processing through UBC.
After being notified of the problem by the merchant UBC investigated the issue and identified the problem. Since the merchant was no longer processing with UBC the debit card transactions were systematically reversed back to the consumer. UBC contacted the merchant and informed him of the situation, as well as, the disposition of the debit card transactions. The merchant was also informed of the steps necessary to rectify the situation.
UBC provided all necessary documentation needed by the merchant to process the transaction. This was at no additional cost from UBC to the merchant. UBC can not be held accountable for another party's incompetence.