United Payment Services Dishonesty and Mismanagement of our credit card transcations Westlake Village California
We have just started our business last year and by the beginning of the year we were ready to start taking credit cards to make purchasing easier for our customers and clients.
We decided to go with United Payment Services for our merchant account services. All of our orders have been via telephone and we key in the clients account # etc into a small terminal.
This has been going fine until May of 2007 when our sales increased to over $15000. Unbeknownst to us this was our limit to MC and Visa sales and was based on what we projected our sales volume to be in a month. We were unaware that we were limited to $15000 and by May 22nd we were about to exceed that and key in 4 more transactions resulting in a monthly sales volume of ~28000.
The customer service is the epitome of disrespect and total apathy. For the last 4 weeks I have been on the phone trying to get to the bottom of these issues. Still this money has not been released to us and furthermore we have been assured this money several times over the course of these 4 weeks but there has always been an issue.
I tried to remedy the over the limit transactions by refunding a customers payment so they could pay us differently and UPS deducted the payment of $6295 from our bank account. But they never released this money into our account, they were still holding it. This was done after a conversation with Kory of the risk management dpt.
Also keep in mind that UPS had already confirmed shipment of all the product that went along with these payments. He knew what we were about to do this refund and assured us that the rest of payments would be cleared because it lowered our monthly sales. The refund was done within 24 hours. Not sure why releasing the money they kept promising is such a hard task?? but refunding it is so quick.
This company has rendered us with overdraft costs and we are unable to pay some of our expenses due to their continued holding of money that is rightfully ours. I would recommend that anyone looking for a merchant account pass on United Payment Services. They have hindered us in countless ways.
Amy
Huntsville, Texas
U.S.A.
1 Updates & Rebuttals
Scott
Westlake Village,California,
U.S.A.
Allegations that are not true
#2UPDATE Employee
Fri, September 07, 2007
This merchant was selling a product that is considered "high risk" in the credit card processing industry and is notorious for customers being unhappy with the product and issueing chargebacks. Because of this and the fact that the merchant went well over her contractual monthly volume our risk management department had to validate that all the sales were valid.
Immediately upon validation, ALL monies were released to the merchant as promised. It took about 1 week for this to occur. Our customer service is rated tops in the industry and the merchant was actually the one that was abusive to us. Remember, their is two sides to every story and a prospective merchant should do their own due diligence and not pass judgement on a company based on false allegations. Remeber, a merchant account is a line of credit and their are limitations and boundaries that a merchant signs up for. This merchant signed a contract with certain limits and did not keep in these limits.
We still gave her all her money in a timely manner and we were trying to work with this merchant but she was not willing to listen. We always do our best and do what is best for our merchants. This is shown by our "A" rating with the Better Business Bureau after 10 years in business.