A TMG field rep was dispatched to my florist shop to present an offer for a merchant account (ie credit card processing). We informed this rep that we had two open merchant accounts and he received authorization by phone from his supervisor to write a contract by which TMG would pay off the lease agreements for both contracts before contracting with us.
Additionally this rep informed us that when TMG payed off the open lease agreements we would be able to keep the leased equipment and dispose of it as we saw fit. TMG did in fact pay off one lease agreement but did not pay the second. Upon my inquiry I found that the field rep had conveniently neglected to write a previous lease pay-off option for the second company into the contract. Naturally when the field rep was questioned he said that his supervisor would have to rectify the problem.
Repeated calls to the supervisor brought no satisfaction. After about a week of trying the supervisor claimed he had forwarded all the necessary information to the proper department to get my complaint resolved. Days passed before I repeated my inquiries and after MANY calls to various departments and reps I was informed that TMG would not pay off the second previous lease. A "supervisor" informed me that the company had no obligation as a contract was never written. I also learned that TMG had payed off the one lease agreement at a lower rate and I would be required to send back the leased equipment.
I contacted my field rep on 3/25/10 to discuss the matter and he acknowledged once again that both he and his supervisor were aware that TMG had agreed to pay off two previous loan agreements, and that he would rectify the situation the next day. There has been no progress to date.By the way, this contract with TMG was initiated in January.
My experience in calling to deal with TMG reps has been that EVERYONE of them put me on hold for 15 -20 minutes each time I called. This is not an exaggeration. Nearly every call was disconnected by TMG before any progress was made, leaving me to have to call back and start the conversation over with a different rep. Not one rep would provide a direct phone number to his or her superior. Their organization is designed to thwart your attempts to speak with the decision makers. They do not know the meaning of "customer service", and will obviously omit crucial elements of contracts to their benefit.
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