I have two website stores and use HBMS to process the credit card receipts for both companies. Occassionally we will have a customer call their credit card company because they forget they bought from us. Every time this occurs we are charged a $30 fee (just went up to $45 fee) because of these inquiries. Not once has there been a problem with the merchandise or a disgruntled customer. Just a forgetful person.
We thought that our toll free number was listed behind our company name when the credit card statements were sent out from the various banks. After 4 years and many chargebacks, we have discovered that our phone number is not appearing on the statements, which is why the customer calls their credit card company. This in turn is handled by HBMS who automatically charges a "charge back" fee of $30. Even though there was no actual problem with the transaction. The customer is just inquiring as to who the company is.
I called HBMS / Moneris and asked why our telephone number is listed on the statements ?? The guy I spoke with acted like he did not know anything about this and /or how to correct it. How absurd! This is what these people do, and they were acting dumb about it.
Another rep. contacted me and explained that there are only 22 spaces for titles in what is called the DBA field, and our name and phone number were too long to fit. So I suggested we abbreviate the name of my company and add the phone number, so that our customers would have a number to call in stead of having to call the credit card company, which causes me to have to pay an outragous "charge back" fee from them.
How rediculous. Any ethical company would have informed us if they knew that our phone number was not printing on the statements, and would have tried to help us so that we would not continue to be charged like we were.
In my opinion, this is a way that this company makes money off of small business owners who are unaware of how the whole process works. I am interested in knowing how many other people out there are experiencing this same thing.