• Report: #873644

Complaint Review: Electronic Payment Systems

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  • Submitted: Wed, April 25, 2012
  • Updated: Fri, August 24, 2012

  • Reported By: Bedrock Stone & Design — Austin Texas United States of America
Electronic Payment Systems
6472 S. Quebec St. Englewood, Colorado United States of America

Electronic Payment Systems EPS, LLC Cancellation, Fraud, Rude, Unresponsive, Hanging Up, Yelling, Englewood, Colorado

*REBUTTAL Owner of company: EPS

*Consumer Comment: Kudos EPS! Great Company

*UPDATE Employee: EPS Resolved Complaint

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This letter will act as a formal complaint from Bedrock Stone & Design to Electronic Payment Systems, LLC (EPS) located at 6472 S. Quebec St., Englewood, CO 80111-4628. EPS has been contacted numerous times with regards to a credit due to Bedrock Stone & Design. A monthly fee from EPS for the period of 2008 1-14-12, has posted to Bedrocks bank account. Melissa with Bedrock Stone & Design called EPS due to overcharging Bedrocks account. EPS front desk receptionist transferred her to Jesse (Assistant Manager for customer service) who was very rude.

Melissa asked Jesse if EPS would be crediting Bedrocks bank account. Jesse said no and Melissa asked why? Jesse said that EPS needed a cancellation letter. Melissa then asked Why not credit us since we have never used the terminal of even processed credit cards with EPS? Jesse then told Melissa Maam, I am only doing my job. Melissa then asked to speak with his manager. Jesse said she was in a meeting. At that time the owner and signer on the account, Kerzon, called EPS and asked to speak with Amy (Jesses Manager). Melissa (on the other line) asked Jesse what Amys last name was, Jesse replied he could not give that information out.

After being on hold for many minutes, Kerzon hung up the phone. Immediately Melissa called back and was able to get in touch with Amy. Amy said that Bedrock needed to send a letter of cancellation and agreed that she could give Bedrock a credit but could only go back 6 months. Letter of cancellation was mailed to EPS on 1/30/12 to cancel the account and we have attached. Melissa also requested the original contract agreement and Amy did mail it and Bedrock received it.  Bedrock never received a response from EPS after sending the letter of cancellation as requested by EPS.  

2/13/12
Melissa called again and tried to speak with Jesse who never took the call.  She was then transferred to Anthony Armstrong. Anthony stated he would start the paperwork and issue a credit to the account. Anthony tried to persuade Melissa into staying with EPS and even offered to give Bedrock a lower rate. Melissa responded and said No this is not why I am calling. Melissa called EPS again to check with Anthony on the credit status and left him a message. Bedrock called again and was transferred to Jesse who said he did not know who we were or anything about the credit that Anthony stated he would be giving Bedrock. 

2/22/12
Melissa left a message for Anthony, called back and left a message for Amy, called back and left a message for Jesse. 3/12/12 left another message for Anthony. 4/8/12 Melissa spoke with Anthony who stated he had given the paperwork to Jesse. She asked to be transferred to Jesse and was hung up on. Melissa called back and spoke with Jesse, who informed her that he had no idea what the call was regarding.  Melissa asked to be transferred to Jesse who informed her that the account could not be cancelled because it was placed in collections. 

4/24/12
Debra at Bedrock called Ms. Chonda Pearson (Executive Assistant) and Lane Dorsey (2nd Complaint Contact) and left messages. Chonda returned Debras call and spoke with Melissa. Chonda stated she would only talk to Kerzon, since EPS has a policy that they cannot speak to anyone else other than the account holder. Melissa told Chonda that it had been recorded back in January that Melissa could speak on behalf of the account. Melissa had previously spoken to Amy, Jesse and Anthony and did not have a problem speaking on behalf of the account holder. Chonda said she was reading all the notes in the system and began to raise her voice at Melissa. Chonda was very rude and hung up on Melissa.

Melissa then proceeded to call back and was placed on hold for 15 minutes.  Melissa finally spoke with Chonda again and asked if she could ask a general question (not regarding the account) Chonda was over talking Melissa and said NO and hung up. Melissa called back and asked to speak with Chonda and the receptionist said Chonda does not take calls. Then Melissa asked to speak with Anthony, Amy, Jesse and all were out to lunch. Each time she was transferred to customer service.  Melissa was transferred to Chonda, again, and Chonda said she would contact police for being a harassing caller. Furthermore, EPS showed up on Bedrocks caller ID and hung up on Bedrock when the phone was answered.

At the present time, Bedrock has followed the procedure to send a written notice of cancellation (before Jesse informed us of the collection status); Bedrock is attempting to collect the credit of $779.50 in erroneous charges that were automatically taken out from Bedrocks bank account. The customer service at EPS has been very difficult to deal with. Since Bedrock did follow the contract agreement and Bedrock cannot work around talking to the same people who do not help, Bedrock believes that this company is no way intending to refund the money fraudulently taken. Bedrock has no choice but to file a complaint with the BBB and take the necessary legal steps towards receiving such funds. Bedrock also demands to be removed from collections and will be contacting the proper authorities to have such status removed from their unblemished name.


This report was posted on Ripoff Report on 04/25/2012 11:35 AM and is a permanent record located here: http://www.ripoffreport.com/r/Electronic-Payment-Systems/Englewood-Colorado-80111/Electronic-Payment-Systems-EPS-LLC-Cancellation-Fraud-Rude-Unresponsive-Hanging-Up-Y-873644. 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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REBUTTALS & REPLIES:
0Author 2Consumer 1Employee/Owner
Updates & Rebuttals

#1 REBUTTAL Owner of company

EPS

AUTHOR: arizona - ()

Electronic Payment Systems They are Fraud ,Rude They Hang up on you they Yell ,And here are some of the name's Micheal Petterson ,TRAVIS and the ceo of the company can evan call back TOm ,They set you up with acct, and then they turn it off and keep your maoney ,I have been fighting them for a Year had to get a Attorey ,Then went to the Attorney Genral on this matter ,

THIS COMPANY NEESDS TO BE CLOSED , If you need to prcess go to TRANSFIRST they are the best I had them for you years ,they are wonderful ,they are to in Col.But they are good . 

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#2 Consumer Comment

Kudos EPS! Great Company

AUTHOR: AwareCustomer - (United States of America)

I have been a customer of EPS using their credit card processing services for the past 4 years & when my contract was up I decided to research other credit card processing companies, not because I wasn't happy with them (i was) but I wanted to see if i could save money.  Through my intensive research & quotes from 6 others, I found that I am indeed getting the best rates available in addition to the standard fees all being lower with EPS. 

I was shocked to see complaints here on RipOff Report so decided to read through them all.  After reading through them & EPS rebuttals, I have come to the conclusion that EPS is still a great company & i will continue to do business with them as they have done everything possible within reason to rectify these complaints & I applaud that.

As a small business owner I also know the golden rule that the customer is always right, but let's face, sometimes they really aren't. I believe all businesses have encountered customers who no matter what you do to make them happy they simply will never be satisfied & I've come to learn over the years that those are the type of customers a business is better off without.  I have never in the 4 years of processing with them had my bank account debited any
unauthorized or unusual amounts & don't believe they would still be in business if that were really the case.

I have had very good experiences with EPS & decided to post this as it doesn't seem fair for any business to get their reputation trashed because of customer complaints from not getting their way. EPS customer service has always been very polite & helpful when I've had questions. I even used their tech support once which saved me from
losing sales when my system went down over the weekend & a real person answers their support lines 24/7.  Needless to say, when evaluating EPS against other companies, they are not only by far the lowest cost & but also the best service so I decided to renew my contract with them. I even added their No credit check payment program
& am looking forward to offering this new option to my customers. 

I would highly recommend doing business with EPS!
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#3 UPDATE Employee

EPS Resolved Complaint

AUTHOR: EPS Corporate - (USA)

Below is the clarification of actual circumstances surrounding this complaint, EPS has done everything with reason to resolve this issue quickly and in a professional manner.

In recent events, we have received many calls from both Melissa and Deborah regarding their desire to cancel Bedrocks processing contract. Our policy at EPS, both for the security of our merchants as well as our desire to provide service with integrity and loyalty to our account signers, is to only discuss the account with the account signers regarding changes to, or cancellation of, our clients accounts.

On 02/21/12 Bedrock had placed a stop payment on the bank account associated with their processing account with EPS which caused said account to go into collections.  Multiple customer service representatives had advised employees of Bedrock, that this would occur prior to the stop-pay being placed. Employees of Bedrock claim that the Bedrock account with EPS had never been used. Contrary to these claims, there is record in our processing history which shows that Bedrock company did indeed use the processing account. EPS received calls, regarding the implications that the account has never been used, and included demands that a refund for the full term of the account be made to the business from 2006. On 1/25/2012, Amy, Manager of Customer Service at EPS did offer a refund of 6 months fees to Bedrock as a courtesy, however Bedrock declined.  

Melissa and Deborah at Bedrock have called in multiple times, and each call made to EPS consisted of screaming, threats, and unprofessional remarks toward representatives that attempted to help them.  Once again, EPS did not have authorization to go over the account with Melissa, Deborah, or any employee of Bedrock beside Kerzon, the contract is under his name, and registered on his credit. Complaint states the two previously mentioned employees had been transferred all around the company, however, these transfers were made at their specific requests.  Apparently, each time an EPS representative explained to Debra or Melissa they could only discuss with the owner of the account (for security purposes), they would become irate and request to be transferred to another employee.  Although this complaint and rebuttal now seems like a he said/ she said scenerio, keep in mind the EPS call center is monitored and all call details are recorded in our system.

There were no erroneous charges or over charges to Bedrocks account nor was money ever fraudulently taken from them or any of our merchants. Our service was in fact used and there is a recorded history of usage. EPS has cancelled the account in order to resolve the continuation of this issue although the cancellation letter was not received within the appropriate time in accordance to the contract and conditions Bedrock was clearly informed of and agreed to. EPS has also removed  Bedrock from collections as a professional courtesy.

Regards,
EPS Customer Service
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