One of our clients purchased our product with a foreign Visa for $587.87. Our Merchant Company, Landmark Merchant Solutions originally informed us there would be a delay of payment for approximately 2 days due to the Patriot act, and that they would have to investigate the transaction.
Upon calling after that time we were told the funds would be deposited in the next couple of days, typically 48 hours. Then again we were told there was a problem.
We provided all necessary evidence to the company regarding the transaction. Since the time of our first complaint to the company that funds had not yet been processed to our account, we have been given the run around for the past two weeks.
Nov. 5th I spoke with my account manager's supervisor, Andy Bursa, and was told matter-of-factly that "the reason you have not received or will ever receive any of the money" is that they decided to place the funds in a charge back account.
Their explanation is that they do not accept "foreign" credit cards. It was also stated that this was in our contract.
Upon further review, we did not see any of this in our terms and agreements.
Andy Bursa faxed over the said terms, and we, until the time of the fax, had never seen these new terms and Agreements. When asked to provide a signed edition of the terms and conditions they simply faxed back the first page of our original contract.
These new terms and conditions were never a part of our contract, nor have I or my partner ever signed anything pertaining to the new terms and conditions.
After several days of phone tag with Andy Bursa, I finally told him that either his company refunded the client's Visa or paid us what was due. His reply was "the reason you have not received or will ever receive any of the money" is that they decided to place the funds in a charge back account.
I then replied "If you review the website for Landmark Merchant Solutions, it clearly states, "Accept all major credit cards!"
He then informed me in a rather nice way that my company is SOL.
So I informed him that I would have to begin pursuing this at a higher level and involving the authorities. His final reply to that was that he would be closing my account, do what you have to do, the money will remain in the charge back account for 180 days, and have a nice day.
As a side note, it does not mention anything in the "new" terms and conditions about NOT accepting foreign credit cards. This entire incident has caused financial distress upon our company, and has been a direct insult bordering on discrimination against my company and my client.
I am well aware that one should always read over Every Page of a Contract, but that's kind of hard to do when you were never given all of the contract to begin with.
My company is currently seeking to file civil and possibly criminal charges against the company. We have filed a formal complaint with the Better Business Bureau (not that it will help), and we have also informed Visa.
An anonymous Higher up in Visa has informed my company that they have been receiving numerous complaints about these "merchant vendors", and they are currently investigating ways to "correct" the rampant problems.
Be advised for those who are unaware of what a charge back account is "A non interest bearing account." When one examines the previous statement and the length of the hold of funds in the account, one begins to wonder. Why?!
So unless this situation is resolved, my company is out almost $600.00 plus any fees that may arise due to legal costs, the customer has the product he paid for, yet not to the right company, and Landmark Merchant Solutions is holding the money in a "non interest bearing account" which will refund back to the customer's visa after 180 days.
Personally I think they are guilty of misleading our company with an incomplete contract, grand theft for not paying the money owed to us, and they get to make some cash from the interest in that good ol' "non interest bearing account"!
So for all of you small business owners out there who are looking for a good Merchant Service provider, do yourself a favor and avoid Bad Businesses like Landmark Merchant Solutions
Thank you, God bless, and Good luck.
Mike
West Palm Beach, Florida
U.S.A.
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