• Report: #439868

Complaint Review: Rip-off Report Investigation: Bankcard Empire - Commitment To 100% Customer Satisfaction

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  • Submitted: Wed, April 01, 2009
  • Updated: Mon, May 24, 2010

  • Reported By:Tempe Arizona
Rip-off Report Investigation: Bankcard Empire - Commitment To 100% Customer Satisfaction
2701 E Osborn Road Phoenix, Arizona United States of America

Rip-off Report INVESTIGATION UPDATE: Bankcard Empire Suspended From Ripoff Report Corporate Advocacy Business Remediation and Customer Satisfaction Program Tempe, Arizona

*General Comment: Bankcard Empire living in Fantasyland!

*UPDATE EX-employee responds: I worked there and SAW a serious operation

*Consumer Comment: Conflicting Evidence

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On or about the week of April 14th 2010 local and national media outlets have reported, that federal authorities raided and temporarily shut down a company called Bankcard Empire located in Phoenix, Arizona. The allegations made which are mentioned by these reporting and news agencies include some of the following against the company, accusing it of selling various business opportunities and then failing to deliver upon the promises made to its customers.

This relatively small story has unusual significance to the Ripoff Report for one reason Bankcard Empire was a member of our Corporate Advocacy Business Remediation and Customer Satisfaction Program or Corporate Advocacy Program or CAP. As you may know, CAP is a program that is intended to help resolve disputes between companies and their unhappy customers. One of the key components of this program is our requirement that in order to participate, the member company must make a serious commitment to 100% customer satisfaction, including giving refunds when requested. In addition, the company must promise to take steps to investigate and correct any existing corporate cultural or operational issues that resulted in the company receiving complaints in the first place. In this way, our program is intended to help protect consumers and also to help companies find new ways to reduce complaints before they even occur.

Our agreement with each Corporate Advocacy Program participant includes written requirements for the company to make these promises and also to keep them, both to Ripoff Report and, more importantly, to the consumers who ultimately decide where to spend their hard-earned dollars. Over the past eight years, the vast majority of our CAP members have lived up to their promises which is why we have been so confident in telling you, our readers, about the benefits of the program and all of the reasons why you should do business with any company that participates in the program. (Rip-off Report started in business about 12 years ago. The CAP program did not start till about 3 years later.)

Because the integrity of the program is so important to us, if it becomes clear that a CAP member is not fulfilling their obligations to consumers, we will not hesitate to terminate our relationship with them. At this time, the claims against Bankcard Empire have NOT been proven and like anyone else, they are entitled to be presumed innocent until proven guilty. Nevertheless, we have decided to take the unusual step of suspending Bankcard Empire from the Corporate Advocacy Program pending further investigation and pending the resolution of the charges that have been made against them. Put simply, we do not know if the claims and allegations that have been made against them are true or not, but this situation has nevertheless placed us in a position where we feel it is appropriate to err on the side of caution. For that reason, we feel it was necessary to suspend our relationship with them until the case against them is resolved.

Again, we do not know if the charges against Bankcard Empire are true, and we certainly hope that they are not. However, until that question is resolved, we cannot continue to endorse them until we are completely satisfied that they deserve our seal of approval. Of course, we will keep you updated with any further news or information as it becomes available to us.

ED Magedson Founder www.ripoffreport.com

================================== What Is The Corporate Advocacy Program?

If you have a business with lots of Ripoff Reports or other types of complaints, youre probably asking yourself three basic questions:

1. What can you do to resolve existing complaints from unhappy customers?

2. How can you identify, isolate and fix the customer service or other issues that cause most complaints?

3. What can you do to increase customer satisfaction and prevent future complaints?

Because every business is different, finding a common solution to these questions is not easy. In addition, because they are so close to the situation, many business owners have a difficult time seeing the problems that exist or even admitting that they have a problem in the first place.

Thats where Ripoff Reports Corporate Advocacy Business Remediation & Customer Satisfaction Program (or CAP) comes in. Despite the long name, our CAP program is really very simple. Using our years of experience in the consumer complaint industry, we have developed the CAP program which we believe is the #1 most effective way to help business owners regain control over the operational, organizational, and other issues which generate the majority of complaints.

Now, some people claim that the CAP program works like this join the program, pay a fee to Ripoff Report, and well remove the complaints. Nothing could be further from the truth. Removing complaints (which is NEVER part of the program) is like putting a band-aid on skin cancer. It temporarily conceals the problem, but it does nothing to fix it. Thats why the Corporate Advocacy Program does NOT involve removal of complaints.

Rip-off Report knows from many years of experience that consumers love to do business with a company or individual that can demonstrate how they fixed problems and made things right with those from the past
. Consumers have more respect for a business that can show how good they took care of their customers and when they can admit, maybe there were mistakes made and demonstrate how they erred on the side of their customer. Who wouldnt want to do business with that company?

Okay, if we dont remove complaints for CAP members, what DO we do? A lot, actually. Although the program is tailored to the specific needs of each member, we generally include at least three basic steps in every plan we create for our memebers.

STEP 1 - ADMIT THERE'S A PROBLEM

The first and most important thing we do is to get our CAP members to understand our philosophy you cant tell an unhappy customer that they are wrong (even if they are wrong). Trying to resolve the complaint of an angry customer by telling them they are wrong is like trying to extinguish a fire by smothering it with gasoline. Try that sometime and let us know if it works.

So, we start by asking companies to admit that if customers are unhappy enough to post complaints, then regardless of whether the business sees them or not, problems must exist that need to be investigated and fixed. If thats something you dont agree with, then CAP isnt for you.

STEP 2 - FIX THE PROBLEM

The second thing we do for CAP members is to reach out to all the unhappy customers who filed a complaint on Ripoff Report and see what can be done to make things right. How do we do this? We send an email to every person who has posted a complaint on Ripoff Report asking how we can resolve their complaint. Some people want refunds. Some want an apology. Some people were already taken care of and were not in need of any further assistance. Whatever it is, we let these unhappy customers know that the company involved has joined our Corporate Advocacy Program and has made a commitment to 100% customer satisfaction. Of course, you cant please all of the people all of the time so we dont expect companies to give a $1 million refund to a customer who was unhappy with a $10 transaction, but during this step we expect our CAP members to talk to their customers and find an acceptable solution to their complaint.

The goal of the second step is two-fold. First and most obviously, we want to see existing complaints resolved so that customer is satisfied. Second, we want to be able to show consumers proof that the CAP member has made steps to fix the problems which are causing complaints. Honestly, educated consumers know that EVERY business receives complaints. Thats not what is important. Instead, smart consumers only care about one thing what did the company do to fix the complaint? If the company acted quickly, fairly, and reasonably, then the complaint can actually be viewed as positive proof that the company will stand behind its product/service if a problem occurs in the future (as they usually do).

STEP 3 - PREVENT FUTURE COMPLAINTS

The third thing we do relates to prevention of future complaints. After the CAP member has communicated with anyone who posted a complaint in the past, the business owner should have a pretty good understanding of what caused those complaints in the first place. Armed with that knowledge, the business owner can then focus on making operational changes as needed to remedy that root cause.

But what happens if a future complaint is received about a CAP member? While we hope this wont happen, the reality is that sometimes it will. When it does, Ripoff Report will act as a liaison between the CAP member and the customer. We will immediately forward the complaint to the company and ask them to investigate and respond with the expectation that whatever the problem is, it will be promptly fixed to the customers satisfaction. If the company refuses to make things right, we will take whatever steps are necessary including terminating our relationship with the company if necessary. At the end of the day, we expect CAP members who make good faith efforts to change their practices and follow our advice will see a huge decrease in complaints and a huge increase in customer satisfaction and new business. ARE THERE OTHER OPTIONS? YES!

Although we feel strongly that Ripoff Reports CAP program is extremely useful for many businesses, we know it is not right for everyone. If you are an individual, or if you only have a handful of complaints then the program is probably not a good solution for you. Also, if you believe that all of the reports against your company are untrue or were written by angry ex-employees, then the program may or may not be right for you. We only want to work with companies who agree that change is needed, so if thats not you, then you should look into other solutions. But what other options are there? Quite a few!

First,
you always have the option of posting a rebuttal that explains your side of the story. Rebuttals are 100% free, and when done correctly, they can turn a negative complaint into a positive example of why your customers should trust you. Want a good example? Take a look at this rebuttal from a company called Overnight Mattress: http://www.ripoffreport.com/Bed-Bath/Overnightmattress-co/overnightmattress-com-over-nig-355ee.htm This is exactly how a company can turn a negative into a positive by stepping up and showing that it is willing to customers. After reading this, who wouldnt want to do business with Overnight Mattress? (Full Disclosure Overnight Mattress is NOT a member of our CAP program nor have they paid us a dime. Weve never even talked with them. We just think this company is a good example of how to use a rebuttal properly).

NEW ARBITRATION PROGRAM Second, we have recently launched a new arbitration program that allows parties to dispute the accuracy of a report in an informal expedited process. Although the program does not include the removal of reports, it does include a written ruling from a neutral arbitrator (our first arbitration panel member is a retired Court of Appeals judge) who will decide whether anything in a report is untrue. When and if, such a finding has been determined, the report will then be modified to reflect the arbitrators decision in a clear and unequivocal way. If you are interested in this program and want more information, please send an email to Abtitration@RipoffReport.com and we will send you a packet, in an email which will contain more information, including a sample complaint form, as well as the rules for the program.

Third, you can always take your chances with a search engine optimization or SEO company. These fly-by-night Reputation Management companies promise to help you hide a complaint for the low, low price of $5,000 or more, but what they wont tell you is that in many cases, these fixes are only temporary and, worse yet, some SEO practices are prohibited by most search engines including Google. In fact, if you hire the wrong SEO company, the result may be a death sentence for your business you may be completely banned from many search engines so that no one can find your company! Some companies market themselves using dozens of different names because they end up blackmailing customers forcing them to continue to pay them, threatening they will make things worse.. Consumers will always find negative comments if they are out there, even if they have to search past page 3 or 20 on search engines, they will find it. Honestly, if you really dont care about your customers and simply want to hide complaints about you, then SEO may be right for you, but why not step up to the plate and confront the problem head-on? Thats what customers want to see, and thats what Ripoff Report is here to help businesses do! Remember, filing a rebuttal is completely FREE..

ALL COMPANIES WILL GET COMPLAINTS HOW THOSE COMPANIES TAKE CARE OF THOSE COMPLAINTS IS WHAT SEPARATES GOOD BUSINESSES FROM BAD BUSINESSES


ED Magedson Founder www.ripoffreport.com Read about Rip-off Report Corporate Advocacy Business Remediation & Customer Satisfaction Program,..A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business.

This report was posted on Ripoff Report on 04/01/2009 11:55 AM and is a permanent record located here: http://www.ripoffreport.com/r/Rip-off-Report-Investigation-Bankcard-Empire-Commitment-To-100-Customer-Satisfaction/Phoenix-Arizona-85016/Rip-off-Report-INVESTIGATION-UPDATE-Bankcard-Empire-Suspended-From-Ripoff-Report-Corpora-439868. 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.

Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report.

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Updates & Rebuttals

#1 General Comment

Bankcard Empire living in Fantasyland!

AUTHOR: Business recovery services - (U.S.A.)

Whoever this former Bankcard Empire employee is must be living in Fantasyland!  For the record, my name is Brian Hessler, and I am the owner of Business Recovery Services.  I have had the opportunity to review this employee's comments, and I have concluded that this employee is (1) extremely naive, (2) extremely gullable, or (3) a participant in the alleged activities of Bankcard Empire.  As it is clear that this employee used this forum as an opportunity to misinform the public, please allow me to set the record straight on his/her comments relative to Business Recovery Services.

This employee did mention accurately that Bankcard Empire did file a motion with the Maricopa County Superior Court in Phoenix, Arizona for a Temporary Restraining Order against Business Recovery Services.  This Motion for a Temporary Restraining Order, had it even been approved, would have prevented Business Recovery Services from contacting any Bankcard Empire clients.  For the record, the case number is CV2009-018819, and you can find information on this case at either (1) www.maricopa.gov or (2) www.courtminutes.maricopa.gov.

Unfortunately, this is where the information stops and the misinformation begins.  Bankcard Empire only called one witness of the four mentioned by this employee, and that witness made no mention of ever being a member of the Detroit Police Department.  Bankcard Empire never presented a witness that testified that he/she made money with Bankcard Empire.  To the contrart, Business Recovery Services presented three witnesses who DID TESTIFY that they (1)started with Bankcard Empire, (2) made absolutely no money with Bankcard Empire, and (3) that Business Recovery Services was able to assist them recover their money from Bankcard Empire.  As this employee probably was not sitting in the courtroom during the testimony, he/she has no idea what really occurred.  I would recommend to him/her that they obtain a copy of the videotape from the hearing, which is publicly available, so that he/she can see exactly what lies he/she was told by Bankcard Empire.

In the dispute process, neither Business Recovery Services nor Home-Based Business Consulting Services (HBBCS) never accused Bankcard Empire of fraud.  Rather, all HBBCS did in the credit card dispute process was request that Bankcard Empire provide a copy of each and every E-mail that was being sent out on behalf of our client during his alleged E-mail blasts and a copy of each and every telephone call that was made on behalf of our client during his alleged phone blast campaign.  This particular client spent over $50,000 with Bankcard Empire and/or its licensed companies.  Neither the E-mails nor the telephone calls were ever presented. 

Therefore, the client recovered a vast majority of his money from bankcard Empire and/or its licensed companies.  Now, if I charged a client over $50,000, then I would have a record of all of the E-mails and the telephone calls on a ZIP drive to protect myself.  This makes you wonder whether the E-mails and the phone blasts were ever made on behalf of the client.  Maybe this employee's management failed to disclose this as well.

To date, there has been no decision rendered in this case.  However, Business Recovery Services presently is pursuing perjury charges against four (4) individuals who testified, either verbally or in writing, on behalf of either Bankcard Empire or its employees.  After going through a hearing with Bankcard Empire, there is absolutely no question that the corporate leadership of Bankcard Empire is the lowest of scum.

For those who wish to attempt to recover their hard-earned money from Bankcard Empire, please visit our websites, www.businessrecoveryservices.net or www.brstestimonials.com.  Once you see that people are actually recovering their hard-earned money from a wide variety of home-based businesses, then please call us at (480) 649-4251, and let's see if we could possibly help you recover your hard-earned money.

Thank you for your time.

Brian Hessler

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#2 UPDATE EX-employee responds

I worked there and SAW a serious operation

AUTHOR: Former Employee - (United States of America)

As a former employee there, I personally saw DAILY action going after any outside Marketing companies misrepresenting Bankcard Empire. Keep in mind, Bankcard Empire  was asked to stop operating in various states etc and that is what it did. Bankcard Empire has not sold anything, they are the credit card processing company. Unfortunately, there were OUTSIDE marketing offices selling their products such as EMAIL BLASTS and CALL BLASTS etc and people did not get a good response MANY times however, I also personally met SUCCESSFUL PEOPLE in the business. Bankcard Empire flew these people in from around the country to tesify in a court case against a company called Business Recovery Services and a Brian Hessler. A former Police Officer from Detroit, a well known business success coach from Georgia who sells his boosk on Amazon, an average couple from the Bible belt area. These people did what they were supposed too and made money monthly. It is a great business model and it works but there are still people who believe anything they are told then when it is too late, they point the finger at Bankcard Empire. It is understandable that the Postmaster General office had to come in and cease the operation until they bring everything to the surface. The company grew in leaps and bounds. There were people named on the seizure that had not worked there for over 2 years. Someone made the statement that this investigation went back 3 years so actually that was longer than I personally worked there. The company had a huge customer service department. I personally saw HUNDREDS of leads coming in to the agent relations department from existing affiliates who provided names of businesses looking to get a processing quote and MANY of them became Bankcard Empire merchants. MANY OF THEM. EVERY DAY. EVERY WEEK. There were good people working in that department. People with families. People with New babies. People who just bought homes etc. While you may say...what about the people who feel like they were scammed. I say that Bankcard Empire SOLD NOTHING but provided the business model for outside marketing offices to sell a home based business opportunity so Bankcard got warm leads from people who went out and cut thru the red tape. So with the ceasing of operations, this has created a wave of misfortune for hundreds of employees, thousands of affiliates who signed up not to mention all the businesses who had merchant accounts. ANY business has bad apples but that doesnt mean the ENTIRE business is a scam. The internet is a breeding ground of negativity. You can say what you want, but the people who cry they were scammed, or they were ripped off are the same people who believe anything they are told and buy everything they can looking for the GOLDEN GOOSE to drop in and make them rich while they do nothing. Bankcard never ENCOURAGED or Discouraged anyone from buying marketing packages. There were even bogus companies victimizing Bankcard saying they worked with them and would sell their expensive marketing packages to unsuspecting affiliates. We actually caught some of them as well. Bankcard Empire had evolved into a major corporate arena with Customer Service, Agent relations, a Human Resources department, etc just like any other business. I cannot believe that all of this was just a grand disguise for people to line their pockets. No one has been "convicted" of anything yet and therefore, I have no opinion. All I can say is, if it comes out that something lies beneath this operation that HUNDREDS of employees did not see, it would literally shock me. I think the media really trumped up the drama and time will tell what really took place. People have the right to cry SCAM or RIP OFF and I have the right to say what took place inside. The home based business model has a negative connotation. However, the credit card processing industry is alive and well. It is unfortunate that Bankcard may have waited too long to pull the plug on some of the marketing companies calling people back and selling them high priced campaigns, but that is what those businesses do. People make adult buying decisions. Some of those decisions may not be the best for certain individuals. If someone spent 5000 dollars with a radio station and gone NO RESPONSE from their commercials, does that give a person the right to say, the RADIO STAION RIPPED ME OFF...they scammed me. I want a refund. ABSOLUTELY NOT! That is a risk of business as is ANY advertising campaign. If any of the people who complained made a DIME.....they would not be crying FOUL! Time will tell and the cards will fall where they may. That is why we have courts etc. I will be in awe if the charges stick that have been applied to the Bankcard Empire family. In closing, I am writing this to let you know what I saw DAILY and worked in daily. AT NO TIME did anyone ask me to do anything ILLEGAL or of a scam nature. We dealt with issues as they came to us and tried to get to the bottom of each and everyone one. What they failed to say on the Televison was that out of hundreds of complaints to the Better Business Bureau, only 8 people still had issues and EVERY OTHER HAD BEEN RESOLVED. Dont take my word for it, look for yourself at www.bbb.com Its right there for you to see in black and white. That took a lot of hard work making people happy when they had an issue. But there are people who have nothing better to do than put complaints anywhere they can instead of acutally doing something constructive and working the business they bought into. Those people who are complaining today will buy again and again and complain again and again. Its the nature of this business. To all of the people who feel like they were scammed, it is unfortunate, but because the business was seized and forced to stop operating , a lot of people are now OUT OF BUSINESS as affilaites as well as the merchants who got processing accounts. Their businesses have been adversely affected becuase the Postmaster General office chose to stop everything based on a small percentage of issues. I too am anxious to see how this all plays out. If ANYONE calls you and tells you to spend thousands of dollars and you dont have to do ANYTHING and you will make money...maybe you need to look at your own values and intelligence level. I know the business model is a good one and people are doing it everyday. There are tons of businesses out there doing exactly the same thing but on a much smaller level.I wish all the people who are out of jobs...all of the people who were victimized and all the merchants who were affected by this closing a quick recovery and I hope the executives of Bankcard Empire get through this thing and the real story is told. I can only watch and wait now to see what lies in the evidence pertaining to those charges.
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#3 Consumer Comment

Conflicting Evidence

AUTHOR: Lisa - (United States of America)

Difficult to believe Bankcard Empire is as blameless and reputable as presented, especially given the article/video recently published by an ABC investigative news team titled "Elderly Man Duped into Work at Home Scheme."  It's quite an eye-opener.  I know the link can't be published here, but you can find it by searching the key words "Max Parker" and "Bankcard."
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