• Report: #714663

Complaint Review: Moneris Solutions

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  • Submitted: Wed, April 06, 2011
  • Updated: Thu, April 21, 2011

  • Reported By: acecrystal — Montreal Quebec United States of America
Moneris Solutions
Internet United States of America

Moneris Solutions worst customer experience ever, thanks to Moneris! Internet

*Author of original report: update 2

*Author of original report: after story

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Worst customer experience ever, all thanks to Moneris
Solutions

1.     
Welcome program

When I applied for the service (end of Nov 2010), they promised a $250 refund from the initial $300 activation fee, which sounds nice and is supposed to be paid within 6-8 weeks of the first transaction (end of Jan 2011). However, after 6 weeks I called them and asked about the refund, they said you need to wait until after 8 weeks. Fine. Then I called them again after 8 weeks, they said you should receive a code soon to finish the refund process online. The code never came.
Finally after 3 months when I decided to cancel the service all together (end of Feb), I finally got one of the agent to give me the code over the phone and then applied for the cheque on a website. Another month later (April 6th), I called
again and the agent said the cheque was issued on Mar 23, but then the address was actually wrong! I dont know how Moneriss system work but it managed to print out wrong address when I TYPED in the correct one when I applied for the
cheque. There has been so many errors and the whole delay time is ridiculours!

2.     
Promise never came true

Initially I applied for a wired terminal (end of Nov 2010) but then I was debating if I should apply for an internet service at my business site, or get a wireless terminal from Moneris. This agent Caesar answered my call and in order to get me use the wireless terminal but having to pay another $120, he offered two month free terminal rental fee for the old terminal and the new one. That means I would not need to pay for $30 rental for the wired machine or the $69 rental for the
wireless for December 2010, nor would I pay the $69 rental for the wireless machine for January 2011. That sounds good, so I agreed to switch to the wireless terminal. The charge of $120 was immediate. However, when I got back the first months statement, I found that I was charged partial rental fee for both terminals for December 2010. I called and they said the process was delayed but I would not be charged for January and February instead. Fine. Then a month
later when I got the new statement (Jan2011), I was still charged for the $69 rental. I called again and the same story was told, that the process was again delayed and I would not be charged for the next two months. Really. At this
point given all the experiences I had with them I was already very very upset and Moneris just appeared so unreliable and unprofessional. Finally in February they no longer charged me for the rental. However, we decided to cancel Moneris
at end of Feb. When I called them for the other months fee waiving that had never realized, they simply told me that there was nothing they could do because I will no longer be their customer. WTF. It was their problem of delaying and delaying again the waiving process but in the end I have to pay for their problem!

3.     
Nightmare not finish even after cancellation

As I said, I decided to cancel the service. I called to cancel before March and they said they have to charge me $300 for early cancellation. Firstly, I never knew about this penalty when I first signed up. Nobody ever told me that. But okay I should be responsible to read the agreement so I can pay for the lesson. The deactivation charge of $300 was again immediate (so efficient when they take your money!). They asked me to call UPS and return the terminal, their guy didnt come until Mar 4th and took the machine away. That should be the end of the story and nightmares with Moneris? No. Today when I checked my bank account, I found that Moneris charged me again for the service fee and minimum MDR fee for
March, after I cancelled the service and paid $300 cancellation fee!!! I checked Merchand Direct and there was no statement for March. Obviously they have canceled the service for me but they are still charging me! I called AGAIN
(so tired of calling them!!!), the agent (her name is Penn) was nice but it appeared that they did not receive the terminal until March 9th and she said even I cancelled the service, I will be charged partially until they receive the terminal. (paying for the time UPS and Moneris delay getting the f*cking machine? How stupid is that?) She also said that there is a mistake coz they should have charged me only partially until Mar9th rather than the entire they can do. They always ask YOU to pay for THEIR mistakes.
 

Thats the reality with Moneris. Good luck with all their existing customers and future ones if there is any. I am done with them. Just hope to get the cheque asap and never need to deal with them again.  

 

This report was posted on Ripoff Report on 04/06/2011 01:59 PM and is a permanent record located here: http://www.ripoffreport.com/r/Moneris-Solutions/internet/Moneris-Solutions-worst-customer-experience-ever-thanks-to-Moneris-Internet-714663. 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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Updates & Rebuttals

#1 Author of original report

update 2

AUTHOR: acecrystal - (United States of America)

After the initial call from Marie-Jane on April 8th, I received her second call on April 15th (voicemail coz i missed the call) saying that she got the $250 "reward me sign-up" credited directly to my bank account on April 14th. She also credited $407 to cover the deactivation, January rental fee, as well as the service charge and min MDR charge for April. She did not include the December rental fee and asked if I also want that to be refunded.

I checked my bank account after receiving her voicemail but didn't see the $250 refund. I thought there might be delay with the bank and it was then the weekend so i decided to wait. I called Marie-Jane on Sunday April 10th and left her a voicemail saying that I still expect the refund for December rental fee since that was what she initially offered. 

On Monday April 18th I received the third call from her and she said she credited another $81 to cover December rental fee. I also found that the $250 was credited on my bank account on April 18th. 

On April 20th, both the $407 and $81 were credited on my bank account. That marks the end of the story.
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#2 Author of original report

after story

AUTHOR: acecrystal - (United States of America)

Since I filed a complaint here as well as on Better Business Bureau on April 6th, BBB immediately processed my case and tried to contact me on the 7th although I missed their call. On Friday afternoon (April 8th) I received a call from Moneris (senior customer relation) to resolve the problem. They offered a full refund of two months' rental fees of December and January, plus a refund on the $300 deactivation fee. The lady, Marie-Jane, promised that she will also look into the mis-addressed cheque of $250 and will get everything done by Monday. She said I will receive the refund on my bank account no later than Wednesday April 13th.

I have to say that I am very impressed by the immediate reaction from Moneris. I think it is largely due to the intervention of BBB. I am also quite pleased with the offer Moneris provided. Most importantly, I feel that they at least care about my concerns, if the issues are raised to the right person. They might still have to improve many internal processes, but the hope is if they listen to customers' voices, they would get better.

I will update again when I actually receive the money. 

Best wishes.
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