I have been with Leaders Merchant Services Co. Since 2008. I had lots of unpleasant experiences with its customer services / customer cares department. I had written my experiences here in 2009 and got resolved by its ONLY, I really mean ONLY helpful and caring complaint specialist, Cindy. Cindy left the company last month which mean Leaders will probably hardly can recruit another employee like her who is so understandable and pleasant to talk to. After all these years with Leaders, I decided to close my merchant account and use another company instead. I called early last week to request a cancellation for my account. The agent said that he will email me the cancellation form, however I didn't receive it. Couple of days ago, I called the company again and request the cancellation form and finally I received it in my email box. I signed and faxed it in yesterday. Since I had terrible experiences with Leaders' customer services, I knew that I had to follow up every single step to make sure my account is probably closed. I called today to make sure if they have received my signed request form but they said they didn't receive it. So, I scanned the form and emailed to the merchants' support department. Afterward, it took me 3 times after having my calls pushing back and forth through different department, Stacy, a customer service agent, finally confirmed Leaders received my signed cancellation request form. I knew that if I don't follow up with them, they would probably say they never receive my request and will continue to charge extra fees to my account.
If the owner or the CEO or any executive of Leaders is reading at this post, the very reasons I left Leaders is because of its unprofessional and unfriendly customer services and the continuous high extra fees. If you want to maintain your merchants, please re-train your customer services/customer cares department. May be you should hire a more professional supervisor or manager other than Stephanie. I hope that you can find another Cindy for your company. Your company's business is at stake by your customer services. I am very relieve that I finally terminate the service with Leaders.
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