My original sales rep never contacted me again, after getting my business number wrong, in their system. My initial download didn't happen for over three months, because of this, but they were charging me monthly fees.
When I reached a Customer Service Rep, she was rude and condescending, and did not completely understand the problem. She told me I needed to be in front of my terminal, before calling back. I drove 25 miles to my place of business, called the Activations Department, and they told me this was a Customer Service issue and that department was now gone for the day.
Our closeout batch report was set for 9:00pm, instead of Midnight, as we requested, completely messing up our daily receipt figures. We close at 11pm. Everything that processes after 9pm winds up on the following day's receipts.
Someone called my place of business on Thursday, claiming I called on Tuesday to set up a Thursday download. I didn't. We did the download on Tuesday.
Friday, July 13th, I noticed that NONE of my credit card transactions had been processed through my bank, since we received the terminal download from Payment Alliance on July 10th.
I was on hold with their Customer Service department for 45 minutes. I told the woman who answered that none of my credit card transactions were being sent to my bank. She took my merchant number and asked me to hold on. I got the feeling she had no intention of picking up the line.
After calling back, I reached one helpful agent who explained that transactions take 24-48 hours to process. At that point, I realized that the post-download receipts from Tuesday were combined with Wednesday and wouldn't post until late on Friday.
The batch report time was never changed from 9pm to Midnight, even after I was in contact with the Vice President, Scott McFarland, and Customer Service Manager, Keith Forde.
Nearly $500.00 in transactions that occurred on Tuesday the 10th are missing. Only the transactions that Payment Alliance processed AFTER their download, are showing up in their system.
I faxed them our cancellation notice on Friday but they still had control of our terminal Friday night and Saturday. Today, I received an email from Mr. McFarland, letting me know he would have our account terminated as soon as he could address my concerns about my transactions being properly processed.
So much of our money is tied up in their processing that I'm unable to pay a large bill that was due, today. This would not have been a problem, if I hadn't decided to "save money" with Payment Alliance.
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