After doing business for about 4-5 months with Innovative, our company grew, hence our transactions grew as well. The first time we billed a larger amount then usual, $21,000, it was held up for 3 WEEKS!! After a week, WE had to call THEM to find out why the money wasn't deposited into our account. They told us that since it was a large value and wasn't the norm for us that things had to be checked out, so to speak. They told us to fax them an invoice so they could confirm with the cardholder. We did. Few days later and few rep's later told us that the money will show in our account in a few days. We waited .... and waited.... and waited. Long, HORRIBLE, story short...their excuse for over 3 weeks of no money deposited was they called the customer and left a message and were waiting for the customer to call back! Are you kidding me!? Why wasn't my account rep calling them again and again...or notifying us of the hold-up and why. We were NEVER told why the money was being held up (nobody had an answer) until I called and finally spoke with a manager (which by the way they never gave me until I lost it one day.....for some reason they are VERY reluctant to let you speak to a manager/executive/supervisor, etc). I was given the run-around by numerous service rep's, put on hold forever, never called back and then finally after hearing that they were waiting for the cardholder to say "ok" to the charge I got the customer on the phone MYSELF immediately and had the situation rectified! What took me two minutes took them 3 weeks! Afterwards I got an unenthusiastic, non-empathetic apology from the manager I spoke with and was given no reimbursement for my aggravation and inconvenience. Please tell all you know to forget about using this company.........I can't wait to see if they charge me this exorbitant, ridiculous cancellation fee everyone's talking about herein when I tell them I want to cancel their service because of this. We'll see!!!
Lodi, New Jersey