I signed up with this merchant provider Transfirst back in July.
We had a chargeback we had received from a customer who purchased online via our website. I rectified this situation with the customer and returned his money. We had Transfirst ACH debit fees due around the same time which took my account into the negative.
With the busy holiday season coming I had multiple orders come in. The funds were held by the risk department due to the chargeback. Me and my wife did not want the customers to suffer. The customers began complaining about orders not received so in good faith we filled the orders for the customers at our own expense and our personal credit cards. We shipped out everything. We figured the funds would be reimbursed to us later. Transfirst had requested documentation from us to clear up this mess.
I contacted Transfirst and spoke for the first time to someone named Maryann to insure they received the documents that were requested from our company. She stated they had received it and that the funds would be released minus the fees owed to Transfirst. I agreed to this. The funds were released to us but they did not deduct their fees as she promised.
A few days later more orders came in. The funds were again held. This time we did not ship anything until I called to resolve this with Transfirst as this was simply becoming to expensive for me and my wife. I spoke with another gal in the risk department who again stated that they needed Transfirst fees. I told her they were supposed to be deducted from the balance per Maryann. This obviously did not happen. So after I explained the situation she agreed as a one time courtesy they would again release the funds minus the Transfirst fees. I said this was fine.
I have now waited since 12/29 until today and again checked the balance and no funds were deposited to our account.
I called again this morning and spoke with Maryann again in the risk department who tells me I did not hear about releasing funds for you. I was livid! I told her I do not operate my business in this manner. These customers are suffering because you guys cant get it together. I explained to her that the gal I spoke with on the 29th promised me they would deduct the fees and submit the balance owed to us. Maryann stated that they did deduct their fees but they would not release the balance of the funds to us because fees would be due on the 10th of Janurary 2012 and funds would be held. I told her this is ridiculous. What the point in using you guys then?
She took on a real condescending attitude with me like she didnt care.
I would also like to mention we donate toys every year to the less fortunate through New Beginning family church in Monrovia, CA. This year the donations were going to the City of Hope in Monrovia, CA for children with cancer. Maryann pretty much almost single handedly destroyed this. Luckily, me and my wife used our credit cards to pay for this while the funds were being held. Unbelievable. That makes me madder than everything else.
I became upset and told her this morning and told her I will be filing with the State Attorney Generals office, the online rip off report, the BBB and lastly my sister who is an attorney at law. I will also seek veterans program assistance regarding this matter.
Maryann rusely stated "would you like to speak to my supervisor?" and I said "yes, I would." She was rude and acted like she could care less about the customer and hung up on me. I called back within seconds and asked for her name and title. I also asked to speak to a supervisor for the risk department whose name was "Charmane". I left a message for her to contact me back regarding the matter. I have not heard back but we will see what happens.
Im super upset about being lied to and for the disruption of my business. It nearly ruined Christmas for many of our customers.
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