- Report: #471932
Complaint Review: BankCard USA Merchant Services - Westlake Village California
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Author Confirmed
Why?
BankCard USA Merchant Services
5701 Lindero Canyon Road, Building 3 Westlake Village, 91362 California, U.S.A.
Phone:
818-597-7000
Web:
N/A
Categories:
Business Rating:
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BankCard USA Merchant Services Will not release money and will not return emails or phone calls. Westlake Village California
Our new business contracted with this company to provide merchant services for our company. Our service was activated on July 2nd, 2009 and several items were processed without a problem. On July 15th, three transactions were processed for legitimate orders through our web site by customers who had contacted us by phone prior to making their orders. The funds for these transactions had not been deposited to our bank account in a timely manner, on a phone call to the company on July 21st told us that those transactions had to go through Risk Management because they exceeded our "average monthly ticket".
There was no communication from this company explaining any problem or requesting any additional information. We have made multiple phone calls to this company and either land in a mailbox that is full or receive no response to our message. After several phone calls I was finally able to obtain details on what information needed to be sent and who to send them to. Before we could even get that email sent, and email from Heather Campbell ([email protected]) arrived:
"I'm writing in regards to the merchant account and the funds on hold. The merchant account was approved for 100% keyed activity with an average ticket of forty eight dollars and monthly volume of three hundred dollars; the agreement also states all transactions will be for web hosting with a forty eight hour maximum fulfillment.
There are several concerns that Risk Management has that we feel need to be addressed;
You have processed sales that exceed the approved average ticket
You are more than double the approved monthly volume
Unfortunately, your personal credit is derogatory
Seeing the above listed concerns, Risk Management is no longer comfortable processing your company's credit cards. I will need you to issue a return to the two transactions that Risk Management is holding and obtain another form of payment. Once the returns are issued, the merchant account will be closed.
Please issue returns to the following credit cards"
We have left numerous messages for Heather and others at the company. We have sent documentation to verify the orders made on July 15th. There is still no response from anyone at the company. They have essentially destroyed our business and our livelihood and they appear to care less about us as customers.
If you are considering this company for merchant services, RUN AS FAST AS YOU CAN! They are unscrupulous and some of the worst con-artists I have ever dealt with in 28 years as a small business owner. I have already filed a complaint with the Santa Barbara Better Business Bureau where over 110 complaints have been filed against this company in the past 36 months.
DO NOT USE THIS COMPANY FOR ANY REASON!
Shane
Kansas City, Missouri
U.S.A.
There was no communication from this company explaining any problem or requesting any additional information. We have made multiple phone calls to this company and either land in a mailbox that is full or receive no response to our message. After several phone calls I was finally able to obtain details on what information needed to be sent and who to send them to. Before we could even get that email sent, and email from Heather Campbell ([email protected]) arrived:
"I'm writing in regards to the merchant account and the funds on hold. The merchant account was approved for 100% keyed activity with an average ticket of forty eight dollars and monthly volume of three hundred dollars; the agreement also states all transactions will be for web hosting with a forty eight hour maximum fulfillment.
There are several concerns that Risk Management has that we feel need to be addressed;
You have processed sales that exceed the approved average ticket
You are more than double the approved monthly volume
Unfortunately, your personal credit is derogatory
Seeing the above listed concerns, Risk Management is no longer comfortable processing your company's credit cards. I will need you to issue a return to the two transactions that Risk Management is holding and obtain another form of payment. Once the returns are issued, the merchant account will be closed.
Please issue returns to the following credit cards"
We have left numerous messages for Heather and others at the company. We have sent documentation to verify the orders made on July 15th. There is still no response from anyone at the company. They have essentially destroyed our business and our livelihood and they appear to care less about us as customers.
If you are considering this company for merchant services, RUN AS FAST AS YOU CAN! They are unscrupulous and some of the worst con-artists I have ever dealt with in 28 years as a small business owner. I have already filed a complaint with the Santa Barbara Better Business Bureau where over 110 complaints have been filed against this company in the past 36 months.
DO NOT USE THIS COMPANY FOR ANY REASON!
Shane
Kansas City, Missouri
U.S.A.
1 Updates & Rebuttals
Sharon
Westlake Village,California,
U.S.A.
BankCard USA Rebuttal-please read
#2UPDATE Employee
Wed, October 28, 2009
We are responding to a complaint filed by the above referenced merchant. In reviewing the merchant's complaint and processing history, we have concluded to the following.
1. The merchant applied with BankCard USA to ebnable their business to start accepting credit cards from their customers. They were approved for specific terms and conditions. These are their approved parameters per their signed merchant agreement with BankCard USA.
2. The merchant application they submitted goes through an underwriting process. Depending on different guidelines such as personal credit history, how long the merchant has been in business, how large/small tickets are..etc. This specific merchant was only approved to process minimum terms due to their derogatory personal credit history.
3. When the merchant went over their approved parameters, funds were held to verify the legitimacy of the transaction. Our Risk Department calls the cardholder and confirms that they did charge that particular transaction. This is also done to protect the merchant.
4. Due to the possible risk and/or fraud involved with their business type, BankCard USA Merchant Services, Inc. has the right to hold the merchant's funds up to a period of 180 days or less (please refer to a copy of your Merchant Account Agreement). Keyed businesses are considered high risk businesses because of the high ticket, (which can later evolve to higher dollar amounts of chargebacks, retrievals..etc), keyed transactions, home based business (retail, face to face, swiped businesses have less risks because the credit card is always present and swiped through the credit card terminal).
5. BankCard USA Merchant Services, Inc. is liable for any charges, returns, chargebacks that the merchant processes, under the rules and regulations of Visa/Master Card. Thus, the reason for capturing funds to protect BankCard USA Merchant Services, Inc.
Please contact us directly with any additional questions or concerns.
Thank you,
BankCard USA
