Complaint Review: United Bank Card

We are a retail store that have been using United Bank Card (aka UBC) as our credit card processor since June 2011.

Recently there was a $79 debit to our bank account without explanation so we called UBC and the CSR stated that the charge was the annual fee for maintaining the credit card terminal and supplies.  This annual fee was clearly stated on the contract which is why we decided to purchase our terminal instead of having them send it for free.   That section of the contract was corrected to reflect that there would be no annual fee of $79 for their free terminal and supplies before we signed.

After telling the CSR this, she confirmed that we had purchased our terminal and the $79 fee was taken in error and that a credit would be issued.

We called the next-day to see why the credit hadn't been posted to our account and were told that it would take up to 20-days for the credit to be posted.

While not fraudulent if the credit does in-fact gets posted to our account - I'm concerned and thought others might want to know that even with a problem that United Bank Card customer service rep's acknowledge was a mistake - they are keeping our money up to three-weeks.

I will post here when we actually see the money returned to our account - it could be tomorrow - or sometime in late November.  Apparently it's not possible to get a clearer date than that.

We understand that we're going to be hit with an annual PCI compliance fee, what the contract term and termination fees are (if necessary) and hoped we had found an up-front processor.  But taking three-weeks to return money they admit was taken by accident - whether $79 or $7,900 really isn't acceptable.

So just letting others know that we've not really had any real problems with United Bank Card except for this and if the money finds its way back to our account then all will be good.