This letter will act as a formal complaint from Bedrock Stone & Design to Electronic Payment Systems, LLC (EPS) located at 6472 S. Quebec St., Englewood, CO 80111-4628. EPS has been contacted numerous times with regards to a credit due to Bedrock Stone & Design. A monthly fee from EPS for the period of 2008 1-14-12, has posted to Bedrocks bank account. Melissa with Bedrock Stone & Design called EPS due to overcharging Bedrocks account. EPS front desk receptionist transferred her to Jesse (Assistant Manager for customer service) who was very rude.
Melissa asked Jesse if EPS would be crediting Bedrocks bank account. Jesse said no and Melissa asked why? Jesse said that EPS needed a cancellation letter. Melissa then asked Why not credit us since we have never used the terminal of even processed credit cards with EPS? Jesse then told Melissa Maam, I am only doing my job. Melissa then asked to speak with his manager. Jesse said she was in a meeting. At that time the owner and signer on the account, Kerzon, called EPS and asked to speak with Amy (Jesses Manager). Melissa (on the other line) asked Jesse what Amys last name was, Jesse replied he could not give that information out.
After being on hold for many minutes, Kerzon hung up the phone. Immediately Melissa called back and was able to get in touch with Amy. Amy said that Bedrock needed to send a letter of cancellation and agreed that she could give Bedrock a credit but could only go back 6 months. Letter of cancellation was mailed to EPS on 1/30 to cancel the account and we have attached. Melissa also requested the original contract agreement and Amy did mail it and Bedrock received it. Bedrock never received a response from EPS after sending the letter of cancellation as requested by EPS.
2/13/12
Melissa called again and tried to speak with Jesse who never took the call. She was then transferred to Anthony Armstrong. Anthony stated he would start the paperwork and issue a credit to the account. Anthony tried to persuade Melissa into staying with EPS and even offered to give Bedrock a lower rate. Melissa responded and said No this is not why I am calling. Melissa called EPS again to check with Anthony on the credit status and left him a message. Bedrock called again and was transferred to Jesse who said he did not know who we were or anything about the credit that Anthony stated he would be giving Bedrock.
2/22/12
Melissa left a message for Anthony, called back and left a message for Amy, called back and left a message for Jesse. 3/12 left another message for Anthony. 4/8 Melissa spoke with Anthony who stated he had given the paperwork to Jesse. She asked to be transferred to Jesse and was hung up on. Melissa called back and spoke with Jesse, who informed her that he had no idea what the call was regarding. Melissa asked to be transferred to Jesse who informed her that the account could not be cancelled because it was placed in collections.
4/24/12
Debra at Bedrock called Ms. Chonda Pearson (Executive Assistant) and Lane Dorsey (2nd Complaint Contact) and left messages. Chonda returned Debras call and spoke with Melissa. Chonda stated she would only talk to Kerzon, since EPS has a policy that they cannot speak to anyone else other than the account holder. Melissa told Chonda that it had been recorded back in January that Melissa could speak on behalf of the account. Melissa had previously spoken to Amy, Jesse and Anthony and did not have a problem speaking on behalf of the account holder. Chonda said she was reading all the notes in the system and began to raise her voice at Melissa. Chonda was very rude and hung up on Melissa.
Melissa then proceeded to call back and was placed on hold for 15 minutes. Melissa finally spoke with Chonda again and asked if she could ask a general question (not regarding the account) Chonda was over talking Melissa and said NO and hung up. Melissa called back and asked to speak with Chonda and the receptionist said Chonda does not take calls. Then Melissa asked to speak with Anthony, Amy, Jesse and all were out to lunch. Each time she was transferred to customer service. Melissa was transferred to Chonda, again, and Chonda said she would contact police for being a harassing caller. Furthermore, EPS showed up on Bedrocks caller ID and hung up on Bedrock when the phone was answered.
At the present time, Bedrock has followed the procedure to send a written notice of cancellation (before Jesse informed us of the collection status); Bedrock is attempting to collect the credit of $779.50 in erroneous charges that were automatically taken out from Bedrocks bank account. The customer service at EPS has been very difficult to deal with. Since Bedrock did follow the contract agreement and Bedrock cannot work around talking to the same people who do not help, Bedrock believes that this company is no way intending to refund the money fraudulently taken. Bedrock has no choice but to file a complaint with the BBB and take the necessary legal steps towards receiving such funds. Bedrock also demands to be removed from collections and will be contacting the proper authorities to have such status removed from their unblemished name.
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