The sales people are absolutely fabulous. Very smooth and reassurring that the account can be cancelled at any time. I even asked about the online contract that had in small print $295 for early termination. The salesman assured me that he didn't know why that was on there but that it did not apply to us since we are a small vendor and barely use credit card processing. He also assured me that the rates he quoted; which were indeed lower than what we were paying; would never go up. There were lots of reassurances and personal emails from the salesman that just really danced around the whole early termination fee which actually has a three year term on it. This is just not spelled out or discussed up front.
Well, we had the service for a few months and then sure enough; the rates went up. So I called and asked about that and was told that's just how it was and there was nothing to do about it. I told the representative that we would like to cancel our account in that case. They said that could be done and did not offer any means by which to do that. We did unattach our bank account when we moved and did not receive a call or any assistance on the part of North American Bancard to retain our business. That was about a year ago. During the year; I called and emailed North American Bancard to gain access to instructions to return their terminal. No communication; ever. No returned calls or emails in return. Never could get hold of the original salesman. He has disappeared into thin air even though he gave me his direct number which worked flawlessly in contacting him while we were switching to North American Bancard's services. It is a mystery why they stopped working suddenly. Customer Service is sorely lacking.
Now we also had a horrible time getting the terminal to work and process transactions. We called in multiple times and spent hours try to process just three transactions and then we gave up. The service was not going to work as promised. So when the rates went up; that was enough. The service did not work as promised and neither did the stability of the rates.
Thinking all was good and we had ended the relationship was a mistake as behind the scenes North American Banccard decided not to communicate with us ever (I was told this was our responsibility not theirs). North American Bancard instead; sent our account over to claims to collect... Unbelieveably nervey... The early termination fee. Suddenly we find ourselves with a claims company trying to collect the infamous $295 non disclosed early termination fee that so many have fallen prey to.
Naturally we called North American Bancard and after leaving speaking to representaties who were "unable" to help and leaving a message that would never be returned; we did get hold of someone with "authority" or at least extreme unwillingness to help as well as well-practice rudeness sprinkled with a dash of self-righteousness and vehement hostility to anything reasonable or helpful. This representative insisted that it was all our fault because we did not specifically ask for a cancellation form and that it was our responsiblity to ask for that. The rep I talked to back in January had made a note that I called in; wanted to cancel but had not requested a cancellation form. I asked how I was supposed to know to ask for that if the rep I was speaking to did not tell me it was necessary. The response was that it was my responsiblity to "know it" and to ask for it. Well, that pretty much would not have mattered anyway since the $295 being sought for by North American Bancard is that same amount that so many have been bamboozled by and are quite angry with this company. This is one company to steer clear of. They have not willingness to be reasonable or logical and more time and money is wasted dealing with them. We have since moved to SquareUp which we love. No hidden nasty charges or representative to deal with.
The only regret I have is using an internet search engine to find the "most reliable credit card processing company". Apparently the search engine and North American Bancard are in cohorts. Buy beware, beware, beware!
0 comments