When I realized that I still had an account with IMS and tried to cancel, I was told that I would have to pay a termination fee. I am not entirely new to contracts and I'm well aware of hidden fees and always ask about them. Especially termination fees.in this case, the representative, Holly Walker, reassured me that if I was unsatisfied with my service for whatever reason that I could cancel without a fee. I had also asked for a written confirmation of the revised cancellation aggreement but never received one. I NEVER would have signed the application (which they call an application NOT a contract - they say there are no contracts, just agreements... Isn't that a contract?) had I known that the company would not honor her word. Today I tried to cancel and I was told that if I waited until after March 29th (that would be the 2 yr anniversary to the application) to cancel I would not have to pay the termination fee. After another 10 mins. Or so of continuing to discuss this, I was told again that I could wait until the 2 year mark but I had to continue to process credit cards until then, not just having an open account that pays a monthly fee (I have already switched to another provider and IMS is charging me $35 a month for having an account open).
Whats even more interesting is that about a year ago I was called about a request to cancel. I returned the call and left a voice message that I did not want to cancel and NEVER requested to be cancelled in the first place and didn't hear anything back.
A few weeks later, I went to run a card and it wouldn't process. Surprise, surprise. My account was closed. When I asked to see a copy of the supposed letter I sent I was told it was on the way, but never received anything. At that time, I was never advised about nor charged the termination fee.
I was also told today that I could send in my new merchants numbers and they would see what they could do to beat that rate, but said they didn't know what they would do if they couldn't.
All in all, VERY dissatisfying experience and I'll be sure to continue to spread the word about a company that refuses to honor the promises of the representatives they train.
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