• Report: #306696

Complaint Review: Innovative Merchant Solutions

  • Submitted: Wed, February 06, 2008
  • Updated: Mon, May 12, 2008

  • Reported By:Mission Valley Texas
Innovative Merchant Solutions
26541 Agoura Road Calabasas, California U.S.A.

Innovative Merchant Solutions Another "Verification Hold" Nightmare Calabasas California

*UPDATE Employee: Additional Information You Requested

*UPDATE Employee: The account is closed...

*Author of original report: Innovative Merchant Solutions

*Author of original report: IMS..............................

*UPDATE Employee: Thank You for the Information, Nia....

*Author of original report: Best You can do.

*UPDATE Employee: Fees for Funds on Hold

*UPDATE Employee: Fees for Funds on Hold

*UPDATE Employee: Fees for Funds on Hold

*UPDATE Employee: Fees for Funds on Hold

*Author of original report: Innovative Merchant Solutions

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I'm beginning to wonder if IMS needs money.

On 01/29/2008 a large charge (over 5000.00) came from a state agency to pay for online access for its users. The next day I get a call that it is now in "risk management" because of its size. No problem, contacted them and faxed invoice. I call back each day sometimes 5 times-a-day to the same Rep. (or her voice mail) and get "we are working on it and will send an email or call you with progress." Finally, on Friday (02/01) when I call, I hear it is in "follow-up" and it should be deposited "soon." Monday, I start all over again calling and get a supervisor. Come to find out they have graciously debited my bank account for the "excess limit discount fee" of over $125.00 on something they have and I don't. Supervisor was like "we can do it". She finally give me name of follow-up person (who isn't the right one) and extension. Now I get to leave him voicemail.

Yesterday, I get a call from the right person from "follow-up" saying he is trying to contact the cardholder and has left voice mail. Funny, I can talk to him all the time. He then tells me they only work the case "everyother day" WHAT??!!

Here we are 02/06, have talked to cardholder. Cardholder says no voicemail from IMS. Cardholder calls IMS with extension, gets voicemail. I call IMS , get voicemail. And the hits keep rolling on..............................

I am seriously beginning to believe that IMS has a "cash flow" problem and is using this to help its bottom line. The money is sitting in IMS bank account somewhere.

aDenia
Mission Valley, Texas
U.S.A.

This report was posted on Ripoff Report on 02/06/2008 12:24 PM and is a permanent record located here: http://www.ripoffreport.com/r/Innovative-Merchant-Solutions/Calabasas-California-91302/Innovative-Merchant-Solutions-Another-Verification-Hold-Nightmare-Calabasas-California-306696. 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:
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Updates & Rebuttals

#1 UPDATE Employee

Additional Information You Requested

AUTHOR: Leanne - (U.S.A.)

Nia, Additionally, the $135.09 taken from your account in the first week of February 2008 was for the January month end fees (see your monthly statement). Fees are charged one month in arrears, therefore January is charged in the first week of February. Next, the $144.45 you reference being deducted from your deposit equals your Discount Rate of 2.44%. The deposit amount was $5,920. Then you multiply that by 2.44% and you will arrive at $144.45. Because the batch did not go directly to your account, the daily fees were not deducted either. Therefore, they were deducted before they were released to your account. Hope this helps.
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#2 UPDATE Employee

The account is closed...

AUTHOR: Leanne - (U.S.A.)

The account has been closed as of 4/25/08.
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#3 Author of original report

Innovative Merchant Solutions

AUTHOR: Nia - (U.S.A.)

Well, it isn't over yet. In February I talked to a "maryam" there and sent her a fax with my husband's signature (his name is on the account). Happily thinking that I was done for good with this rip-off. Not so! They decided his signature wasn't his and have still been charging my account. I urge everyone who has dealing with this "company" (I use the tern lightly) to contact your Attortney General Office in your state and file a complaint.
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#4 Author of original report

IMS..............................

AUTHOR: Nia - (U.S.A.)

Nice try. I guess the logs have been changed and my customer lies alot.

1. You didn't know how to contact him till I gave you the phone number on Friday after calling for the 3rd time that day.

2. Follow-up left no messages other than the one my customer returned. Good thing he tried a second time to get a hold of Casar, otherwise I was told they work it every-other-day.

3. No explanation for the 135.09 taken out 02/04 or the 144.45 taken from deposited amount.
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#5 UPDATE Employee

Thank You for the Information, Nia....

AUTHOR: Leanne - (U.S.A.)

After reviewing the account I can see that the funds were initially held on Wednesday January 30th after the batch had been closed. An IMS representative attempted to contact you, however the number we had was disconnected. They looked onto your website and found an 800# where they were able to leave a message and ask for documents related to the $5920. sale. This particular sale was reviewed as this amount was much higher than even your normal monthly volume which is around $1,000 or less in most months. The card issuing bank was contacted that same day to attempt to verify the sale but that first contact was not successful.

The next day, Thursday the 31st the bank was called again and this time they did cooperate in verifying the cardholder's information from the invoice. Based on that information, a call was left for the cardholder to call this office and verify the transaction. On Monday, February 4th we spoke with you and confirmed that we were working to verify the sale. On Tuesday the 5th another message was left for the cardholder asking him to call this office and verify the sale. On Wednesday, February 6th, the cardholder did call in and verify the sale, and the funds were released to you the next day. Based on this sequence of events, the majority of the time that passed by without additional verification attempts was over the weekend of February 2nd and 3rd.

All told, the verification and release of funds took one week. And although no amount of time is convenient for a business, in relation to most other holds, a week is a relatively short period of time and is a large part related to the amount of assistance provided by the card issuing bank and the cardholder. In some cases either one or both impede the process in some way. But the bottom line is that we do not WISH to hold funds on any account. It simply is not the way to provide our customers with a great experience.

However, it is sometimes a necessary situation that we attempt to resolve as quickly as possible. The best recommendation is to notify the Risk Department in advance when you have a large sale so that the review process can be completed as quickly as possible. But in summation, we are sorry for the inconvenience and sorry you had a bad experience with the Risk review process.
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#6 Author of original report

Best You can do.

AUTHOR: Nia - (U.S.A.)

Let me see......Quyana (RM) Jennifer (RM) Mini (not real name)(RM) Casar (FU) Kathy (CS) and Maryam (retention). That enough for you?

4269 2831 0010 4813

I'd love an explanation. Then again, account is closed, FTC Complaint filed, BBB complaint in works, Senate and House Banking committees...did I forget anyone.

GO FAR FAR AWAY FROM THIS GROUP, THEY LOVE YOUR MONEY, JUST WANT TO KEEP IT AWHILE AND CHARGE YOU FOR IT.
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#7 UPDATE Employee

Fees for Funds on Hold

AUTHOR: Leanne - (U.S.A.)

In her dispute, this customer mentions a "excess limit discount fee". Innovative Merchant Solutions has no such fee. Then she also states that she was charged twice for the fees because the funds were put on hold. Again, this is not our policy or procedure. Because I cannot locate the exact account due to lack of information, I cannot address the specific concerns of this customer, however if she were to call Customer Service or review her account in more detail she will see that they are two separate fees.
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#8 UPDATE Employee

Fees for Funds on Hold

AUTHOR: Leanne - (U.S.A.)

In her dispute, this customer mentions a "excess limit discount fee". Innovative Merchant Solutions has no such fee. Then she also states that she was charged twice for the fees because the funds were put on hold. Again, this is not our policy or procedure. Because I cannot locate the exact account due to lack of information, I cannot address the specific concerns of this customer, however if she were to call Customer Service or review her account in more detail she will see that they are two separate fees.
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#9 UPDATE Employee

Fees for Funds on Hold

AUTHOR: Leanne - (U.S.A.)

In her dispute, this customer mentions a "excess limit discount fee". Innovative Merchant Solutions has no such fee. Then she also states that she was charged twice for the fees because the funds were put on hold. Again, this is not our policy or procedure. Because I cannot locate the exact account due to lack of information, I cannot address the specific concerns of this customer, however if she were to call Customer Service or review her account in more detail she will see that they are two separate fees.
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#10 UPDATE Employee

Fees for Funds on Hold

AUTHOR: Leanne - (U.S.A.)

In her dispute, this customer mentions a "excess limit discount fee". Innovative Merchant Solutions has no such fee. Then she also states that she was charged twice for the fees because the funds were put on hold. Again, this is not our policy or procedure. Because I cannot locate the exact account due to lack of information, I cannot address the specific concerns of this customer, however if she were to call Customer Service or review her account in more detail she will see that they are two separate fees.
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#11 Author of original report

Innovative Merchant Solutions

AUTHOR: Nia - (U.S.A.)

Well, I got the money on the 7th minus another fee. They don't tell you that you get hit with a fee twice if it goes to risk management.

I had to get my customer to call them. All my cutomer wanted to know was why we were dealing with a buck of turkeys (to put it nicely).

ENOUGH SAID- CANCELED ACCOUNT 02/13/08.
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