I have been a merchant account holder to process credit cards online with this business for about 5 years. About one month ago I realized after my account being cancelled, which was in fact cancelled (confirmed because transaction attempts failed saying account has been deactivated), I was still being charged monthly account fees by this company despite not having any service with them.
I called the company several times, each time being redirected to a supervisor's voicemail. I then proceeded to contact my bank to see if they could block the debits to my bank account. They said since it was direct withdrawal that they could not. The only way would be to close my account and create a new one to switch bank account numbers, order new checks, get a new debit card, and reconfigure other service accounts I have linked to my bank account.
I decided to continue trying to resolve the issue with Total Merchant Services to avoid the problems with this, as well as get my refund I was entitled to. I finally reached the supervisor there (Karen) who was very helpful at the time. She apologized and told me it appeared the cancellation didn't show in their billing system, tallied my erroneous charges, ensured I would be refunded, and I would not receive any further charges.
I waited for about two weeks, and did not see the credit. So I called her back, only to reach voicemail. I called twice, leaving a message each time, but no call was returned.
Then, three days after my last message, I saw another charge, which she promised would not happen. I immediately called again. I left three messages with Karen (she refuses to answer her line) and one message with another supervisor. Again, no return calls.
I called two more times, trying to reach anyone, but only redirected to voicemails. I proceeded to contact their customer support by email, no reply. I sent another email to everyone I could find an email address for in the company, including the president, with no replies.
I called again today, leaving a general call back message, no return call. I have exhausted every imaginable avenue with this company. It is extremely unprofessional and totally unfair that they will not service my problem. Not to mention I am at the mercy of their continuous, illegitimate charges.
In total, I would estimate I have called them 15 - 20 times, left a dozen voicemails, and have sent at least two emails that have reached their support and top level management. I have probably spent over 4 hours of my own time trying to reach someone.
All of my attempts to contact through various channels have been ignored.
There is no room to make excuses here. Their actions (and lack thereof) not only account for extremely poor customer service, but technically wire fraud. I have been nothing but courteous. My last email (that went to Ed, the president and every other valid email I could find) gave them an opportunity to get back to me before I started to take actions through other channels, which I outlined what I would be forced to do. Of course it was ignored with all of my other correspondance.
This is the most unprofessional and inexcusable outfit I have dealt with in my entire life.
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