On September 15 I had several conversations with Mr. Colt Curtis about becoming a customer of your company. For me to actually get a quote from ICS for services I was required to fill out an online application for services. I asked Colt several times if I was signing up for the service to which he responded No. However, as I read the contract it indeed stated that I was requesting service. I requested and received an email on September 16 from Colt Curtis stating there would be no cancellation fees if l at any time canceled the service. After reviewing the quoted rates I was able to get a better deal from another company. I called Colt to inform him that I would not be signing up for your services and he told me at that time the account would be canceled. As it became obvious to Colt I was not going to become a customer, he started to insult me by calling me stupid and naive to process my credit card purchases with any other company, at which time I assured him I would never sign up with ICS at any cost.
On October 11 I received a letter from Integrated Card Service informing me of my account approval and merchant account number. This letter was dated October 3 which was slightly suspicious as the letter was Pitney Bowes stamped on October 5. Really, two to three days for a letter to leave the office?
Upon receipt of the letter I immediately called customer service and informed them that I had already canceled the account. I was transferred to Colt Curtis who began the call being rude and belligerent to me and telling me that I had not canceled the account and was now going to be responsible for a $600 dollar cancellation fee. He repeatedly denied that he had ever heard from me about the cancellation on September 16th, and he had never stated that there would not be any cancellation fee. I ended the call and looked through my records to find the email from Colt, stating that there would be no cancellation fees. I called Colt back and promptly forwarded him a copy of the email, at which time he stated he would be sending me the cancellation forms. I returned the cancellation forms with all information listed as required by the form.
On November 17 a withdrawal of $350.00 was made from my checking account by I-PAYMENT (CANCEL FEE) IPI. Because of an automobile accident I was not able to review the charges on my account until November 22.
On November 23 I called the number listed with the transaction and found it was Integrated Card Services. After a conversation with customer service they told me that they had indeed taken the money and the account had been canceled. The person stated that they had received the cancellation request and stated that I had cited misrepresentation as the reason for canceling. However, they could not authorize the refund because the department that could was not there at the time due to the Thanksgiving holiday.
On November 28 I again called Integrated Card Services and talked with Maria. She again verified that the money had been taken, but this time stated that she could not find the cancellation forms. She requested to have the email from Colt forwarded to her, which I did. She then verified that the account should not have had any cancellation fees. She then stated that it would take three to five days for the refund to be processed. I told her that this was unacceptable, and she refused to make any other concessions to return the money in a timelier manner. I still have not yet received a refund of the charges.
I have never been so upset with the way a company conducts their business. Not only are they overbearing, offensive, and rude, they are incompetent as a company! If Wal-Mart can refund my money on a return instantly there should be no reason why Integrated Card Services, a credit card processing company, cannot refund the money back into my account as soon as it has been verified as an incorrect transaction. This company has repeatedly misrepresented facts, and outright lied trying to charge me for something that should have been resolved in September. If you ever try to deal with this company get EVERYTHING in writing! This is UNACCEPTABLE behavior in the business world!
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