I was in contact with Angelina Herrera from AVPS months before we actually remitted our setup fee, etc. To begin the contract or services. This was because we drew up the costs of processing through another company vs. Those presented by AVPS and the other company came out on top cost-wise. The primary advantage to using AVPS, was that they were able to fund in "2 or 3 business days" as opposed to 7-8 with the other processor. As it turned out, we decided to try the other company first.
Once in with AVPS, everything seemed just great. Their system was more modern than others we'd used in the past and they even had a gentleman call to train me on the system, etc. The first check we processed took more like 7 business days to hit our account (and that only happened after I emailed to see what the status was).
Then we processed our second check on Aug. 8th.3 business days passed. 5 passed. 8 passed. 12 passed. I emailed them to see why the funds hadn't hit our account. I was asked to provide proof that the purchase took place; I had a web receipt and a signed contract. I asked which one they preferred and was told that the receipt was fine; so I emailed it in PDF format.
I was told that our client could not be reached by phone. I personally emailed our client to see why he hadn't returned their call. He responded that he was on tour in Iraq and could not talk on the phone regularly but that email was the best method. I forwarded this email to them in response to their concern the next day.
More days passed (Aug. 25th) and I emailed again to check the status and I was told by Teri Marquez that I was being sent emails the entire time to an incorrect email address (?). All the while, I being debited from AVPS for fees for processing this check and their monthly fees, etc.
An email on Sept. 3rd went unanswered. I sent another on Sept. 10th requesting information.in that email, I mentioned that I would be on the west coast the following week and wanted to stop in to get more information on their processes. I got a response from Teri within 2 hours instructing me to contact her via phone.
Once I did this, she explained that she had no idea why it had taken so long to process the transaction (which was only about $1600.00USD) and that since 30 days had already passed that the funds would be released per their policy. I wasn't aware of this policy. I was only told that funds would hit our account 2-3 business days after submission. She confirmed that the bank account and home address passed their verification process for my client.in addition, she informed me that they've had the funds from the check since Aug. 12th (our client assumed we had the funds the entire time).
She asked me to hold on the call so that she can transfer me to another rep and go to that person's office to join the call via speaker. At that point, I was on the call with Teri, someone else, and another nameless lady who claimed to be the "owner" of AVPS. From this point, I ran through the story again and asked for an explanation for the lag in processing.
The nameless "owner" explained that she "[didn't] even" know what kind of business I owned and told me that I didn't have a good credit score. I explained our location, tenure, services, etc. Of our business then asked what that or my credit score had to do with this transaction considering all of that was known from my initial application 5 months prior (not to mention that I was accepted by their underwriters during that process). I also expressed disappointment that I was even being asked those types of questions considering I was the one who was wronged in this situation and had to keep contacting them to get this check processed.
She asked me if "[I'd] be satisfied" (or less disappointed) if they closed my account completely to which I agreed as long as they refunded my client completely. I asked for confirmation of the refund within an hour of hanging up. I included cc: 3 people at AVPS on this request and have yet to get a response.
By this time, over 30 days had passed and our client (serving in Iraq) didn't get what he paid for.
AVPS did not make my business a priority and will not make yours one either. The worst part is that one of our country's troops is being slighted in AVPS skewed view of service/business. Steer clear.
D. Xxxxxxxxx
Pittsburgh, Pennsylvania
U.S.A.
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