Unfortunately I made the mistake of using eprocessing networks with 1st american card services handling the account and redwood merchant services as the MSP. Unfortunately like another member I too was having probelms with this credit card processor for my website. Almost every month or two I would get a letter in the mail stating "RMS found it necessary to suspend all transactions with a batch date of 11-12 forward". Bear in mind this happened almost every month.
As a result I would have to call RMS and speak with 2 or 3 people each phone call and answer 10's of questions taking 30 minutes to 2 hours each call! They always ask who my supplier is (which is not even their business), a copy of the detailed invoice of exactly what was sent, tracking # with signature, customer information, date, time, etc.initially after I answered hours of questions on the phone and faxed over multiple orders with the above information (at times over 100 pages of info had to be faxed to them for no reason) they would eventually (normally 3-4 days later) release the transaction to be deposited into my account.
Unfortunately the most recent letter was alledgedly sent on Thanksgiving Day (which is impossible since the mail does not go on Thanksgiving) followed by a second letter for the following months transactions being suspended as well. The funny thing was it was only Dec 2 and 2nd letter and the first letter both stated I was over my maximum amount per month for both Nov and Dec!
The horrible thing was that I was not over my Nov max, and with just being 2 days into Dec I only had one $120 transaction for all of Dec which is far away from being over or even close to that months max. Furthermore, the avergae monthly ticket volume was exactly at the set rate so there was no problem there as well. So in other words I received 2 letters stating the reason they were holding onto these transactions for Nov and all for Dec (which was just 1 at that point now more) was that I was over my max per month. However that was impossible since I wasn't over my Nov max volume and not even anywhere close to my Dec max volume.
So in other words they decided to hold my money to just hold it for their own. So I called in and asked to speak to the person on the letter. I was told she was on another call and to leave a voice mail. I proceeded to leave an in detail voice mail for Tabitha who is the Supervisor of Loss Prevention and expalined that I had received these letters, and they stated to call her. After 2 days an no return of my VM message I proceeded to call back again.
I was told yet again that she was on another phone call and she would call me back later that day. After no call by the following day I proceeded to call back a third time. They actually stated again "She is on another phone call". Being upset at this point I proceeded to explain how many times I have tried contacting her and how many messages I had left. I further explained that these transactions had already been sent and recieved by our customers and I needed this taken care of today. I was told again she would call me back, and she did not again.
I then called back yet again a fourth time, and spoke with Micheal in loss prevention after failing to get to Tabitha for the fourth time. I explained the situation and he stated to fax over the normal info (previously stated in this message) and he would start on it and have it released asap. I faxed over the info on Tuesday the 13 of Dec and as of Friday the 16th of Dec still no deposit for this or any of the held transactions.
I then proceeded to call back a fifth time today Friday, and was told neither Michael or Tabotha were available and for the fifth time they were unavilable due to being on another call. Being upset I explained that I needed to speak to someone that could handle this today, or a supervisor in a position above these people specifically Tabitha and Micheal. I was told they were out for lunch and they would call me back within 20-30 minutes. It's been 3 hours and still no call back, so I called back again, and guess what they're closed! I have spent so long trying to get the funds for the orders I have already sent out and that have NOT been disputed in any way by anyone.
There is no reason for these transactions to be held, and they are conviently making themselves unavailble at all levels that could take care of this ongoing huge problem. If this is not handled within the next 5 days I will be filing against this company in court not only to retrieve my money, but also to bring light to the court and Mastercard and Visa regarding this company's unruley, and unhonest behaviour.
Stay away from these companies
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