Reading Ken's report (12/23/08) was like reading my own story. I initially signed up w/pipeline (aka CardAccept) on a 3 month trial. I was told by my sales rep., and confirmed in my contract that I would only be charged the monthly fee (base $38) and would not have any other fees (late fees, etc.) One week after opening the account, I received a notice that it had been closed due to incorrect bank acount information, I imediately called (sameday) and found out that I needed to fill out some forms to re-activate the account. To be doubly sure that all information was correct, I had my banking representative fill out the forms two days late, and then faxed them to Pipeline. Approximately 1.5 weeks after that, I attempted to log-into my account to enter some card transactions and found that I was still unable to. Upon calling Pipeline, I found out that although my paperwork had been received almost two weeks prior, my account was still closed. I had it re-opened using the paperwork I had already submitted. 6 days later after having never used my account I called to close the account and that is where the fun began.
I spoke to representative Erin Lavalle concerning my case, notified her that I desired to close my account and requested a refund due to the fact that my account had only been functional for 5 days of the three weeks that I had signed up with them. She agreed that this seemed like grounds for a refund and said that she would have her manager (Bethzy Sanders) contact me within the next business day. After a week of no contact from anyone, I began sending Erin daily emails requesting a reply. She still has not replied. After almost a week, I began calling and when I was finally transfered to the correct office I spoke to her couterpart who then transfered me to Bethzy's voicemail. After leaving a message, I promptly faxed my termination papers the same day (12/18). On 12/19, $150 was debited from my bank account! On 12/23, a full 5 days after my fax, Bethzy returned my call and notified me that my signature was not on the termination and that I needed to sign it and re-send it. Being on vacation I wasn't able to do this untill I returned on Jan 5th. At 9:00am I re-faxed my termination request, sent Bethzy 6 emails, left a voicemail and still didn't get a response. I agreed to drop the issue of the monthly fee, but required the $150 to be refunded. Finally, today she picked up her phone and told me the $150 would not be refunded. This is absolutely outrageous, it is clear that this is a scam to take as much money as they can. I still have not received confirmation that my account it closed! At the risk of being to emotional, I am appalled that this type of conduct is not being corrected and I too would be interested in the prospect of a class action suit. At this point, it isn't a matter of money, it's simply that a business should not be allowed to operate such a low level of ethical behavior.
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