• Report: #809326

Complaint Review: Momentum Payment Systems

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  • Submitted: Wed, December 14, 2011
  • Updated: Mon, February 06, 2012

  • Reported By: Tammy — South Haven Michigan United States of America
Momentum Payment Systems
22001 Northpark, Ste 800 Kingwood, Texas United States of America

Momentum Payment Systems Makes False Claims, Doesn't Back Their Poor Service, Fails To Return Calls, And Puts All Blame On The Merchant. Kingwood, Texas

*Author of original report: Reponse proves their lack of interest in customer issues.

*UPDATE Employee: OUR CUSTOMER SERVICE COMMITMENT

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They use very high pressure sales tactics.  Even when I said no, they insisted they could take over my processing through QuickBooks.  I agreed.  Then they tell me I have to pay an additional charge for their licensing fee for QuickBooks.   It was a shock, but I had already signed the papers.

It worked fine for awhile, then it started to act up and cause problems in my software.  I contacted Joe in customer support many times.  He would tell me he would call me back before the end of the day, and I wouldn't hear from him.  I would finally call him back after a couple of days.  I had no processing for 2 weeks.  I even told him I wanted to cancel my account, but he gave me one excuse after another why I couldn't cancel.

After many phone calls and a conference with Intuit he said they didn't know why it wasn't working and he finally rerouted me through a 3rd party processor, Eprocessing Network because they couldn't figure out how to fix the problem.  

The Eprocessing Network took a couple of times to get it up and running.  Then I started having problems with that crashing and freezing up my computer.  I couldn't swipe my cards, so it was costing me a higher discount rate.  I called customer service a couple of times and they were able to partially fix it, but I never could swipe cards again.  Any service calls I made after this were never returned.  So I suffered with it for awhile.

I finally decided to be done with them and go through another processor.  I called them in June or July to cancel my account.  They asked why and I told them because of all the service issues that they couldn't fix.  They said they understand and would have an account manager call me back.  No one ever called me back and they canceled my online access of my account and processing, so I thought it had been canceled.

Then I start noticing that they are still charging fees to my account.  So I call them in late October, they said they would call me back.  I called back in November and they tell me it's because I didn't send in a cancellation letter.  I faxed a cancellation letter.  A couple days later the call and say I have to sign it.  I refaxed the letter.  One month later they call and say they received my cancellation letter and it will be canceled in 30 - 60 days.  This should already have been canceled!

I got a call today, my account has been overdrawn.  They charged me a $250.00 early termination fee for a service that's not working.  I was on the phone with Sylvia ext 1519 for quite awhile and put on hold 3 times.  She was not willing to budge on the termination fee.  She offered to let me talk to a supervisor, then said they were all busy.  Finally got to talk to a supervisor and they are not willing to budge at all.  They admit they can see there has been issues, but she said it has worked for me in the past so I'm still liable for the contract.  There is no compromise.  

This whole experience with Momentum Payment Systems has been a nightmare.


This report was posted on Ripoff Report on 12/14/2011 11:26 AM and is a permanent record located here: http://www.ripoffreport.com/r/Momentum-Payment-Systems/Kingwood-Texas-77339/Momentum-Payment-Systems-Makes-False-Claims-Doesnt-Back-Their-Poor-Service-Fails-To-Re-809326. 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:
1Author 1Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

Reponse proves their lack of interest in customer issues.

AUTHOR: T S Lettering & Graphics - (United States of America)

Are you kidding me?  I filed this report after numerous phone calls.  Read my initial report before you respond with untrue statements. You obviously didn't even read it.  That's exactly part of the problem; you don't listen or pay attention to details.  You don't care what the problem is or resolving any issues.  You only care about your reputation.
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#2 UPDATE Employee

OUR CUSTOMER SERVICE COMMITMENT

AUTHOR: Momentum payment systems - (U.S.A.)

Momentum Payment Systems takes pride in providing excellent customer service and an ethical sales approach.  We strive for complete customer satisfaction in our day-to-day interactions and in our overall customer relationships.  We provide services for tens of thousands of relationships every day and although we try, some of our customers are not completely satisfied with every decision.
 
We are committed, however, to working with our customers and all independent sales representatives to resolve any and all concerns. We cannot, however, address issues that are not brought to our attention. Anonymous blogs and comments on the internet are difficult to address due to the lack of information and the indirect communication style employed. Therefore, if you have any questions or concerns we ask you to please contact our Customer Resolution Team and allow us an opportunity to address your issues by calling us directly at 888-469-0312 or cs@momentumpayments.com.
 
Please help us improve our communication on all levels by calling us immediately if you have any concerns whatsoever. If you have already tried to address your concerns and did not get the result you had hoped for, please call us ONE more time. OUR COMMITMENT to you is to LISTEN to you and make every effort to favorably resolve your situation, whether you are a merchant or an independent sales representative. Your concerns are OUR concerns. 
   
Momentum Payment Systems
Executive Management Team
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