My small business was victimized by international fraud in July. At first, they spoke with me as if they were truly interested in helping me. After they got all the information they wanted from me, I was advised that a lady by the name of Renee (who is allegedly the manager of the fraud department) was giving me an order to reverse all of the transactions and to immediately stop accepting credit card payments from international buyers. I tried to explain that I had already shipped the goods, and I would be willing to discuss solutions with her.
I never had the opportunity to speak with her, despite numerous emails to her. I asked to speak to her superior, and I left messages for him that went unanswered. They allowed fraudulent buyers from Thailand to place orders using stolen credit cards. I had the security verification settings in my web store set to verify addresses and card security code. They blamed my provider homestead for the fact that their security settings are not compatible with their settings (they claim that international sales are not supported, although their contract doesn't state it, and if you call their sales line a representative is sure to tell you that their system works great with international sales. I TRIED IT.)
The funny thing is that Intuit owns both companies and use one to market the other. They allowed the frauds to receive multiple "declines" using multiple credit cards without raising any red flags or at the very least an email to alert me of a possible incident. Meanwhile, the chargebacks started coming through, and they were taking the money from my bank account. My business has closed down because of them. The losses were too much for a small business operating on a shoestring budget to withstand.
I complied their requirement, and they never had the decency to have these so called managers call me. The only manager I was able to speak with was a chargeback department manager and she was powerless when it came down to being able to help me resolve the issues. I incurred further fees from my bank and they did indeed begin to take the money back by force, even though I reversed every transaction that had not been shipped out, and posted the notice on my web site like they demanded. Fast forward to this week.
We are attempting to clear out what little goods we have left, and a sale came through from the UK. I reversed the sale, and advised the customer that I could not sell to him via credit card, unless he used Paypal due to the problem I am having. I followed up and saw that the transaction was indeed refunded to the customers credit account. Yesterday, I called them to cancel my account to avoid any further transactions via their service. Their representative was rude and said that even though I was canceling on the 20th, they would leave the account open for 30 days and charge me accordingly.
Today they went back into my account and tried to take the amount of that sale from the UK. There is no money in the account so I am at a negative balance. I have never gotten any solid answers from them on anything, but they apparently can go into my account and take whatever they want. New business owners BEWARE. They will tell you what you want to hear to get you to sign up with them. After that, you will be all alone if there is any problem whatsoever. Their customer service is horrible.
How can they be allowed to manage different companies that overlap each other in their services, and just blame the other company for their problems. I would love to know if their are other business owners out there who have been robbed by this family of companies, and what they were able to do about it. Quickbooks merchant services, Intuit, and innovative merchant solutions are all part of the same company.
0 comments