- Report: #971366
Report - Rebuttal - Arbitrate
Complaint Review: Commerce Payment Systems
Commerce Payment Systems1465 Broadway Internet United States of America
Commerce Payment Systems Verified REVIEW: Commerce Payment Systems commitment to customer satisfaction, Commerce Payment Systems implemented strategic changes to insure clients success, focusing on finding ways to help merchants of all sizes accept credit cards at the lowest rates possible combined with superior customer service.
*UPDATE: Recognized by Ripoff Report Corporate Advocacy Program as a safe business service Commerce Payment Systems recognizes that complaints posted on Ripoff Report (whether true or not) are issues that need to be addressed, not ignored. Commerce Payment Systems Ripoff Report Verified as a Safe Business Service
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EDitors UPDATE: Positive rating and recognition has been given to Commerce Payment Systems for its commitment to excellence in customer service.
Ripoff Reports discussions with Commerce Payment Systems have uncovered an ongoing commitment by the company to total client satisfaction. This means that clients can expect that the company will work towards finding a mutually satisfactory resolution to any complaints or concerns. Commerce Payment Systems listens carefully to client concerns and sees them as an opportunity to learn from past mistakes and become more efficient as a company in the services offered and the support for those services.
The information provided in this report is based on comments made by Michael Mendlowitz and his staff during an on-site inspection held by a third party verification company with no biases toward Commerce Payment Systems. [continued below]....
Commerce Payments Systems (CPS) is a credit card processing company and works to gain new clients through internet, direct mail and sales presentations. Their vision is to provide efficient, low-cost and reliable credit card processing solutions to all merchants. Sales for the company are generated primarily in 2 ways, direct mailing advertisements are sent out to the merchants and the other way is through internet searches that are conducted by the consumer. They also have a nationwide sales force that calls upon potential customers.
CPS tracks all order deliveries of equipment needed to process cards. They know the exact date items will arrive to new clients. On the arrival date, the customer service department places a Welcome Call to all new clients. During that call they ensure that the client is properly trained on how to work the equipment, they provide all relevant service contact numbers and they answer any additional questions that the client may have.
The company is trying to limit the amount of time that a client remains on hold when seeking customer support. The current hold time averages less than one minute and they have a goal to reduce that waiting time to 30 seconds. To achieve this goal, all calls are recorded and the hold time is tracked and reviewed by the customer service supervisor.
Prior to accepting a new client, Commerce Payments Systems carefully reviews the application with the new merchant. They explain in detail the fee structure and rates that apply. After the new client is accepted the welcome call is made where rate and fee details are again reviewed. These welcome calls are now recorded and randomly monitored to ensure that they are being conducted correctly.
Ripoff Report Verified .. part of Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program.A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business..
David Fields , the VP of Customer Support , stated We carefully consider all customer complaints as constructive criticism and use them as tools to improve our customer service upon". Our customers are the face of our business and their satisfaction is of the utmost importance. We value our customers above all else, and look forward to continually improving so that their experiences with Commerce Payment Systems remain strong, consistent and positive. Some of the other things Rip-off Report learned in the course of its investigation: typical customer feedback reads: Commerce Payment Systems (and Mr. Fields) truly communicate in a timely and effective manner. We are very pleased with the responsiveness that he and his employees show us. They are serious about meeting commitments, and deliver on all their promises."
Commerce Payment Systems principal, Mr. Michael Mendlowitz , has informed us that his personal philosophy is that his clients are a precious resource. As a successful businessman, Mr. Mendlowitz feels it is critical to listen to his clients and respond properly. By always putting his customers first, Mr. Mendlowitz hopes to maintain Commerce Payment Systems as a successful enterprise both now and for many years to come.
Further, at Commerce Payment Systems, all of the customer support representatives now must have a minimum of 2 years experience in the bank card industry. This is a requirement for an employee to be part of our customer support team. What this means to you, is that all of your questions will be answered promptly and professionally. Their friendly support representatives are available 24 hours a day 7 days a week, with an average wait time of under 20 seconds. Most other Merchant Service providers outsource there support staff, which comes along with long wait times and language barriers. This is something you will never have to experience here at Commerce. Further, they contact customers to gather valuable feedback so that we can continue to adapt and deliver the best customer service possible. Commerce Payment Systems is willing to go above and beyond to do what it takes to make things right with their customers.
Commerce Payment Systems takes employee satisfaction seriously as well. Employee feedback and surveys reveal comments such as this: "Commerce provides a very positive environment to work. Opportunities for suggestions and improvements are encouraged. Mr. Mendlowitz is truly concerned about our contribution to the company and providing growth opportunities for us. He takes the time to listen and communicate with employees and customers." Rip-off Report was pleased to learn that Commerce Payment Systems past and current approach to business is focused on its pledge to total commitment towards client and employee satisfaction.
Every complaint received is now personally addressed by the customer support supervisor via telephone. This occurs usually within the first 24 hours that the complaint is generated. The most common complaint received is that some of the rates and fees are not understood by the customer. When these complaints are received the customer service department contacts the complaining party and reviews and explains the rates and fee structure of the company.
Another type of complaint received from customers is that even though they have not generated any sales, they are still receiving a bill. When this type of complaint is received, customer service again contacts the client and explains about the minimal monthly service charge that is the policy of Commerce Payments Systems. If the complainant is still unsatisfied then customer service is able to waive the monthly fee in most instances.
A previous instance a client complained about was because they were not satisfied with the equipment he had received from Commerce Payments Systems. He felt that it wasnt working properly for his business. A customer service representative was able to determine that the credit card processor that the client received was a dial-up processor and that he would be much better suited with an internet based terminal. Commerce Payments Systems then overnight shipped the proper device to the client and followed up with a phone call to make sure that the client knew how to work the new device. The client was then contacted by a customer service supervisor where the client then expressed his satisfaction to the service he received.
The company instills upon their staff that if a customer is unhappy then Commerce Payments Systems is not doing their job correctly. They have authorized their customer service employees to issue reasonable refunds when requested and they implore upon them to become more merchant friendly. These refunds can even be granted in situations where the client is wrong. They express to employees to take the extra step to keep the client satisfied. The company feels that it is a benefit to be associated with the Corporate Advocacy Business Remediation and Customer Satisfaction Program. By being a part of the program it shows existing, as well as potential clients that Commerce Payments Systems has concern for and cares about their clients.
Commerce Payment Systems recognizes that complaints posted on Ripoff Report (whether true or not) are issues that need to be addressed, not ignored. If handled correctly, complaints can be valuable learning opportunities. With the feedback generated by Rip-off Reports Investigation Commerce Payment Systems has made organizational changes allowing its clients and employees a more streamlined approach to problem resolution and a commitment to a great client experience.
In summary, after our investigation, which included discussions with Mr. Mendlowitz and many of his past and current associates, Rip-off Report is convinced that Commerce Payment Systems is committed to quality delivery of merchant services resulting in total client satisfaction.
Read more about why consumers should feel confident when doing business with a member of Rip-off Report's Corporate Advocacy Business Remediation & Customer Satisfaction Program. Yes, its a long name for a program that does a lot for both consumers and businesses alike.
Read about Rip-off Report Corporate Advocacy Business Remediation & Customer Satisfaction Program,.. A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business. this program works.
See satisfied merchants recorded testimonials.
As a matter of policy, when a business becomes a member of the Corporate Advocacy Program they agree to allow Ripoff Report to contact every client who filed a complaint so they can make things right with them. In order to confirm that the complaints were resolved, Ripoff Report is copied on all responses so we can insure that the member business did right by their customer .. The people at commerce Payment Systems did just that.
NOW TO THE ORIGINAL REPORT THAT WAS FILED
Commerce Payment Systems Excessive fees & won't refund unauthorized fee Internet
Did not use the service for months, was told when I signed up that there are no monthly fees; however, I was charged over $100/month. Called and advised that I no longer need the service, what do I do to close the account.
Did as I was told, submitted appropriate paperwork and I was told that I would not be charged any further fees. I submitted my closure documents on September 19, 2012 and was charged $118.80 on October 2, 2012. I called and spoke with "customer service" and I was told that they only process refunds at the end of each month, my $118.80 would be refunded at the end off the month.
Called on November 19, 2012 because I did not receive the refund, called and was told that "management" denied it. I asked to speak with management, I was put on hold and then the line went dead. Called back 4 more times (because I kept on getting disconnected) and then I was told that they cannot refund money to a closed account and that if I wanted my money back, I would have to apply for a new account. I then asked if I would be charged another monthly fee and she said, "Yes." So, why would I open a new account, be charged another fee that I can't get back?
Asked for the name of the person who denied my refund, she said that they don't have names. There should be a class action suit against this company!
This report was posted on Ripoff Report on 11/19/2012 12:33 PM and is a permanent record located here: http://www.ripoffreport.com/r/Commerce-Payment-Systems/internet/Commerce-Payment-Systems-Verified-REVIEW-Commerce-Payment-Systems-commitment-to-customer-971366. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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