Total Merchant Services
255 Gold Rivers Court, Third Floor
Basalt Colorado 81621
U.S.A.
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Total Merchant Services, Mark Slaugh, Joseph Tanella Hold over $2,500 of credit card funds due to our business , gave run around , lying , risking Basalt Colorado
1Author
0Consumer
0Employee/Owner
First , the representative for their company , Joseph Tanella, came to our small business persuading us to change to his processing company for our credit card merchant. Bottom line, this company would save us a very minimal amount each month, however i was unhappy with our processing company at the time , so i made the bad decision of changing over. First the rep did not come back to help us set up the terminal as he promised. Then i get charged a monthly fee of $30 for nothing, i never used the terminal!!!
After i threaten to cancel , he promised me that i would be refunded the $30 and finally come to set up. He came , but I never got the refund, and now have to harress him to get back my money. Thats just the beginning.
Now ive only been processing with them for 3 weeks and they havent sent us over a week's credit card transactions totally over $2,500. I call the company to find out whats going on , a stupid customer service rep. lies to me and says that i will recieve the funds that afternoon , that there was a power surge on our terminal. ( which was a way to get me off the phone!! ). That afternoon nothing.
I wait 1 more day , call back , finally to find out that a Mark Slaugh , had a hold on our funding due to a large purchase. Does that make any sense? He did not even call to let us know this. I clear up this dumb non-issue , then he tells me he is working on the funds and we SHOULD recieve it that day, which was yesterday. Still nothing, i call him today to hear him say again the same thing he told me yesterday, hes working on it.
WHAT KIND of answer is that??! Everything is computerized. Send out my money!!! I tell him to please expedite it as we have not received funds in over a week and are at risk to lose customers , let alone our business. He could care less! Im a new customer with them , you would think they would want to try to keep customers. He says , theres no way he can expedite it after its out of his hands, it goes through the computer. SO GET IT out of your hands , its not your money to play with.
If you want your small business to suffer with holds on YOUR money , with customer service reps that lie , deceive , tell you whatever they think you want to hear, then this is your company. And if a Joe , Joseph Tanella , comes to your business , please think twice , he is convincing. HE is lazy and a liar, and you will have to call him over and over again to get what he promises to you and what is in fact due to you!! You will have to do everything yourself or it wont get done. So im here at the mercy to this incompetent company , that would be better over to let the computer run their business.
Lilsuz
hoboken, New Jersey
U.S.A.
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REBUTTALS & REPLIES:
1Author
0Consumer
0Employee/Owner
Updates & Rebuttals
#1 Individual Responds
AUTHOR: Ms - Somewhere (U.S.A.)
SUBMITTED: Wednesday, August 27, 2008
POSTED: Wednesday, August 27, 2008
I will not try and make any assumptions as to what transpired between NJ Pets (the business in question) and thier sales agent.
However, as the named risk investgator who held $2,500.00 from the business, I can accuratley report the conversation, action, and resolution of the matter in question.
First and foremost, a "week's worth of transactions" were never held. I held exactly one transaction that was swiped through the NJ Pets terminal in the amount of $2,500.00. This transaction seemed abnormal for the type of processing for this merchant and violated the contractual processing parameters established between Total Merchant Services and NJ Pets. This, of course, makes sense.
Furthermore, as was explained to "LilSuz", TMS has contigent liability in the merchant's processing with regard to chargebacks and or disputes that arise from credit card transactions. As a risk management investigator, my job was to minimize all risk that could arrise from this charge to ensure my company was not in a potential loss position.
Upon investigation of the charge, I discovered the card used for $2,500.00 actually belonged to the merchant, "LilSuz". According to both Visa and MasterCard merchant regulations, this is prohibited as it is considered a cash advance. I explained this to the owner and advised we could not process the cash advance they wanted to run in order to finance thier business and advised we could reverse the transaction back to the card. We cannot be contigent in violation VISA/MC rules and regulations.
I also let the merchant know up front that this process takes 3 - 5 business days to process. I explained multiple times to "LILSUZ" this is anautomated process through the credit card network and the banks. I could not expidite this for this reason.
This merchant is upset she may have been lied to by her agent. However, she signed a contract indicating she agreed to process under merchant approved parameters and regulations. The same contract she signed indicated liabilites, warranties, and representations. It explains the reserve process and what can be done with funds with regard to risk. I must assume that by signing the contract she knew and agreed to these terms.
