It all started when we were with Intuit payment systems. We use the Enterprise Addition of QuickBooks and we were with them. We were not excited about their customer service and started looking for another merchant account.
We found Heartland Payment Systems on Merchant Maverick.com and they had a good rating and also promised deposits in 24 Hours.
When we contacted Heartland, they sent out a salesman by the name of David Paton. I have been in this business for 5 years so I understood that I needed to go over our volume, chargeback rate, and return percentage before I made a decision. This was in November.
We explained to David Paton that we need the ability to process $100,000 a month, that we sometimes had about 2% chargebacks in a month, and our return were from 10-15%. I explained to David over several weeks that I did not feel comfortable using Heartland if I did not know what volumes and percentages were ok. I was reluctant to do business with Davis because I could tell he only was concerned with making a sale. HE told us several times not to worry about volume, chargebacks, or returns. I asked him if it was ok and if Heartland would hold our customers money or shut down our account if we had these percentages and volumes. He said to us at least 25 different times, Bill we will not hold your money, and Bill you can trust us.
After I was with Heartland for about four months the risk department called me and wanted to hold $1500.00 for a retrieve we had where the bank wanted to see our invoice. We had already delivered this engine and our chargeback rate at the time was less that 1.0%.
I explained to the risk department that David Paton had promised us that Heartland would not hold our customers money several times and I felt like I was lied to. I believe I made someone mad in the risk department at this time. Three days later Heartland held $25,000 of sales and shut our account down. At this time out chargeback percentage was less than 1.0%
I then spoke with Mike hall in the risk department whom is the Manager of the Risk department at Heartland. He said that they shut us down for these reason.
-Because the volume we were doing is not what we were set up for
-Because of the amount of returns
-Because the amount of Disputes
It turns out that Davis Paton only set us up for $490,000 a year in processing volume and we were under the impression that we were set up for 1,200, 000 a year. HE also lied and put on our application that we had 15 employees and 5 employees in training which is a complete lie.
We did get a lot of chargebacks after Heartland shut out account down because we had no way to refund the customers all the money that Heartland held. He also told me that Heartland would hook up with our website shopping cart and he was just waiting on the IT people to hood it up and now I see that he put on my application that I did not want HEartland to hook up to my shopping cart. He put on my application that I wanted to stay with intuit for my shopping cart which was anohter lie.
Since then we have been using check by phone and cannot get a merchant account because Heartland has not put us on the TMF list. They have now lied and said that we have a high chargeback rate which is a complete lie.
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