Do NOT do business with these people for the good of your company!
In December we agreed to change to 1st National Processing (4223607300007163) to process our credit card transactions, looking for a lower fee than the company we had been using. We have never had a chargeback and only have processed one small credit in our history. We had used 1st National Processing from 1998, and they had done a good job with no hassles. Our small company processes $20-50,000 per month, averaging $27,800. We have only one customer that processes Visa, and all this was explained in the interview and application. The application was signed, however when 1st National got back with us, they could not offer us the terms we needed for the account. We did start using the account (God forgive us). The application states that we DID receive a copy of their terms and conditions, all ten pages — which we never received. After MANY calls, we were advised that it is on their website. It is not, but it was a great way to get me to hang up the phone. It finally was faxed to us, but is totally unreadable.
We did process some transactions that went over their limits for us, but many that were within their limits were still held. Some (?) of these transactions were put on hold (at their whim) and within 45 days, 1st National was holding $17,663.14 because of their 'RISK'. The money was collected from our customer (the US Government), but they said their risk was with SD International. When asked why, we were told Underwriting did that and they did not know why. Our credit is not extensive, but we have been in business 9-1/2 years, and it is excellent. What a wonderful excuse in the name of Underwriting!
We have talked with Mahogany, Melissa, Patty Villegas, and supervisor Julie Brako, plus several unnamed 'customer service' people; NOT ONE of our calls have been returned during business hours, if they have been returned at all. After some ugly messages left to get a statement of account for Accounting, we received a form from Patty V (no last names are ever used) to make sure they were holding and would release the funds as originally indicated after 90 days. On this one form from them was a "Return Captured" fee of $908.20 that could not be explained (we still have the recorded garbled, incoherent message left after hours).
Last response to our many calls was July 9 stating that $5,000 (why this amount?) would be released but they were still going to hold the remaining money until August and further review. Or until they damn well feel like releasing it. If I was a disreputable company, I too would hold money with no explanations just to collect the interest. And we certainly are not the only small business who is having this same problem with them — otherwise, why such a big RISK department?
Meanwhile, they still charge our account for fees every month, although there is only small, erratic release of our money! Fee for January $255.72, February $332.16, March $431.53 before we realized there was no way to get them to process and release our transactions! Last month there was a $178.77 release of funds — BUT NO TRANSACTIONS HAVE BEEN PROCESSED FOR $178.77!!! Where is the interest for SD Intl money they are holding? Why can't we get a straight answer on when the money will be released, and why it's being held?
I have never dealt with a company like this, and will make sure I never deal with one again!
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