Well like a lot of other complaints on here once again innovative merchant solutions tied up monies owed to us for no real reason other than saying that they needed to verify that we would be able to handle the chargeback for up to 9 months.
We put a charge through for 8500 two weeks prior to the July 28 charge with no issues. Then on the 28th we put a charge through for 10,200. On the 29th we received an email from innovative claiming that they needed a copy of the invoice and a bank statement for their risk management department. We have been using them for years with no issue and all of a sudden this bs starts.
So we faxed a copy of the invoice to them and called the following day to find out what was going on. They said they would call back in 10 minutes and of course no call back. On to the next day when we called back again, same thing we will have someone call you back. And wouldn't you know it they didn't call back.By this time we are wondering first off why we don't have our money yet and what we need to do to get it.
Onto the next week where we called and found out of course they did not receive our fax and we need to include 6 months of bank statements to show that we could cover a chargeback. So we sent this even though it should not matter due to the fact that if you are using them to process your cards that is all they should be doing, not taking the money that your customer has paid and holding it until they feel like giving it to you, since the charge of course went through on the customers card the day of the transaction.
After talking with multiple rude people and sending multiple faxes of the same thing due to those never being received, we were told no expected release date and were told we would have to wait. We finally received our funds into our account on August 12. Why in the world should we have to wait 16 days for a valid charge???
This company from the sounds of it does this all the time without penalty and should not be allowed to do so.
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