• Report: #427306

Complaint Review: Wholesale Merchant Services | Ripoff Report Verified™ …businesses you can trust. Wholesale Merchant Services provides electronic payment solutions, related merchant services for small to medium size businesses in Canada. Wholesale Merchant Services, a consultative approach in developing long-standing relationships with merchants, Independent Sales Offices, & Cash Advance Partners to enhance the way they do business.

  • Submitted: Sun, February 22, 2009
  • Updated: Fri, October 03, 2014

  • Reported By:Beaverton Oregon
Todd McCartney, Wholesale Merchant Services, Wholesale Merchant Processing
9640 SW Sunshine Ct Ste 200, Beaverton, Oregon U.S.A.

Wholesale Merchant Services REVIEW: Wholesale Merchant Services – 100% dedicated to customer, employee, independent sales representative satisfaction in providing credit card processing, merchant services.
*UPDATE: Recognized by Ripoff Report Corporate Advocacy Program as a safe business service – Wholesale Merchant Services makes every attempt to resolve any customer issues quickly. Wholesale Merchant Services recognized by Ripoff Report Verified™ as a safe business service.

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EDitor’s UPDATE: Positive rating and recognition has been given to Wholesale Merchant Services for its high level of dedication to its customers, employees and outside sales team.

Founded in 2007, Wholesale Merchant Services remains highly dedicated to their customers, employees and network of outside Canadian-based sales representatives. Wholesale Merchant Services offers EMV compliant terminals and equipment backed up by expert LIVE customer service and technical support 24x7x365. Wholesale Merchant Services is 100% committed to the growth of small to midsize Canadian merchant customers and the success of their employees and sales team.

Ripoff Report’s discussions with Wholesale Merchant Services have uncovered an strong commitment by the company to customer and employee satisfaction. [continued below]....
..... This means that they can expect that Wholesale Merchant Services will take all actions necessary to find a mutually satisfactory resolution to any issues or concerns that may arise.

The information provided in this report below is based on comments made by Greg Slote during an on-site inspection held by a third-party verification company with no biases toward Federated Payment Systems.
Wholesale Merchant Services is Ripoff Report Verified
Ripoff Report Verified™ .. part of Ripoff 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..

Federated Payment Systems is a credit card processing center and merchant account provider operating in both the United States and Canada. Their business model is to focus on improving the operating procedure of small to mid-size businesses by helping them save on operating costs while at the same time providing efficient and excellent customer service. Federated Payment Systems acquires leads through internet advertising and by purchasing targeted call lists in which their employees at the call center contact the potential clients. Once a client expresses interest, an appointment is set and confirmed and they will meet with a sales rep to review the services offered. All sales appointments are reported to and reviewed by the regional manager. Leads are also generated by client referrals and if any of those leads result in a sale, the client is paid a referral fee.

Once a sale is generated, the application is reviewed by the risks and underwriting department. Once approved, a welcome kit is sent out to the customer which includes operating instructions for the equipment. The equipment is then sent out to the client. The new system gets activated and tested. Customer service department is directly involved to handle any initial questions. Thereafter, clients can contact merchant support which is available 24 hours a day, 7 days a week.

RR1

WHOLESALE MERCHANT SERVICES CUSTOMER CARE & COMPLAINT RESOLUTION

At times, a client may not feel satisfied with the product or services they received. Upon receiving a complaint from an unsatisfied client/customer, a representative from whichever department is involved will contact the customer. The supervisor from that same department well be informed of the complaint as well as all actions taken to rectify the situation. Recently, a client contacted Federated Payment Systems complaining that the equipment he was sent was very difficult to understand and to use. Federated Payment Systems, at its own expense, sent the client new equipment that was operated in a different manner which made it easier for the client to understand and use. This is not a common complaint, however. All equipment is thoroughly tested prior to being shipped.

Merchant support helps all new clients to operate and understand the equipment, therefore it is very rare that clients call to complain about the use and operation of the equipment. To resolve this issue, Federated Payment Systems immediately shipped the client new equipment. Merchant services followed up to ensure everything was working properly. The client was very pleased on how fast the situation was resolved. Once a client complaint is resolved they are sent a satisfaction survey. If any client fills out the survey and gives a rating which is below an outstanding receives a follow-up call by either customer support or merchant services. To ensure that a potential client fully understands all details and is fully aware of the company’s processes, all new clients fill out the contract with a sales rep present to answer any questions. The client initials every page. Once the contract is complete, the client then reviews it and signs the last page in front of the sales rep.

Federated Payment Systems also has protocols in place for dealing with employees who may not be performing up to the expected standards to ensure that they are treated fairly, even if they need to be let go. When an employee is not performing up to standards or other work related problems are occurring, they are first given a verbal warning to get back on track. If that warning does not work they are then given a written warning. If they still do not improve, they are given a final warning. If all that fails, they are then terminated from employment. All employees are issued an employee handbook in which they must sign a “do not compete” order. If they violate that order, or if they are caught stealing customer information, they are terminated immediately.

In response to a complaint posted about Federated Payment Systems on Ripoff Report, Vice President of Marketing Greg Slote states that they have increased employee training and staff meeting. Additionally, all employees are instructed to make customer satisfaction their number one priority. Mr. Slote also recognizes the value of working with Ripoff Report and the Corporate Advocacy Business Remediation and Customer Satisfaction Program, and the platform it provides for businesses and clients to interact and resolve issues. “Federated Payment Systems appreciates the opportunity to remediate any complaint or issue that may arise from consumers, customers, clients or employees. [This program] allows the business to help resolve the problems.”

WHOLESALE MERCHANT SERVICES / Statements from the VP of Marketing Greg Slote

"At Wholesale Merchant Services, we hold both our customers and our team of outside sales representatives in the highest regard. Acknowledging and resolving issues quickly on either end is of the upmost priority. Wholesale Merchant Services is constantly expanding our services and network of independent sales representatives. While in such high growth mode, it is imperative to minimize any customer issues while maximizing the success of our employees and team of outside sales representatives.”

After speaking with the management at Wholesale Merchant Services, sales representatives and employees as well as anyone who filed a complaint in the past, Ripoff Report is proud to give Wholesale Merchant Services a positive Rating for making every effort to ensure that all customers and sales team members were satisfied. Greg Slote, Wholesale Merchant Services ’s VP of Marketing and Public Relations, assured Ripoff Report that the business continues to perfect their products and services to confirm the highest possible level of customer satisfaction.

Other employees shared similar thoughts. “Our customer support team is highly trained to provide 100% customer satisfaction with any equipment or account questions that may arise”, stated one employee. A member of the outside sales team remarked, “Wholesale Merchant Services provides me with excellent support. All questions are answered quickly by Wholesale Merchant Services’ sales support team or my sales manager.” A member of the Customer Care team points out, “Wholesale Merchant Services reaches out its customers on a regular basis. After all great support and communication is the key to customer satisfaction.”

Wholesale Merchant Services knows that employee satisfaction is equally important. All Sales Team members have a dedicated group of sales support professionals, access to their own web based agent portal manage their appointments and accounts, upfront commissions paid daily and an experienced sales manager.

RR1

STATED IMPROVEMENTS FROM WHOLESALE MERCHANT SERVICES

Wholesale Merchant Services has added 10 customer service experts to help reduce hold times and provide the highest level of support.

Wholesale Merchant Services has doubled the size of our sales support team dedicated to answering any of their questions quickly.

Wholesale Merchant Services has lengthened our initial sales training and instituted evening advanced trainings each week for our sales representatives so the merchant customer fully understands all pricing, products and services before signing up.

Wholesale Merchant Services has once again upgraded our agent portal to make sure all sales representatives have the latest tools they need to efficiently and effectively manage each of their customer accounts.

Wholesale Merchant Services reaches out to all merchants on a quarterly basis to review their accounts ensuring we deliver the best customer service and technical support.

Wholesale Merchant Services is constantly adding new programs and developing additional vendor partnerships to provide our merchant customers additional ways to increase profits.

Wholesale Merchant Services conducts criminal background checks on every single employee as well as all contracted sales representatives.

At Wholesale Merchant Services, security is critical in our industry, so we conduct criminal background checks on every single employee as well as all contracted sales representatives.

In summary, after our review with representatives of Wholesale Merchant Services and their customers, Ripoff Report is convinced that Wholesale Merchant Services is committed to quality delivery of services resulting in total client, employee and sales team satisfaction.

Read more about why consumers should feel confident when doing business with a member of Rip-off Report's Corporate Advocacy Business Remediation & Customer Satisfaction Program. Yes, it’s a long name for a program that does a lot for both consumers and businesses alike.

Read about Ripoff 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 program works.

NOW TO THE ORIGINAL REPORT THAT WAS FILED

-------------------------------

Todd McCartney, Wholesale Merchant Services, Wholesale Merchant Processing - 27 AG Complaints and counting, Being Investigated by Oregon Attorney General and Federal Trade Commission Beaverton Oregon

Wholesale Merchant Services, Wholesale Merchant Processing - Not what small business needs in the recession!

FEATURED AS THE "ROGUE OF THE WEEK" BUSINESS - New article story straight from Portland, Oregon's news weekly, Williamette Week
http://wweek.com/editorial/3514/12198/

With 27 complaints filed with Oregon's attorney general since 2002 against Wholesale Merchant Processing, the company that sells and leases credit- and debit-card machines makes for a slam-dunk Rogue.

We know this company, says Jan Margosian, consumer-information coordinator for the AG's office. Twenty-seven complaints is a lot. That's why we referred it to the Federal Trade Commission.

Charles Harwood, the FTC's Northwest regional director, said his office couldn't comment until it takes action or releases its findings on a case. The state referred the cases to the FTC last year.

Concerned Consumer
Beaverton, Oregon
U.S.A.

This report was posted on Ripoff Report on 02/22/2009 10:31 PM and is a permanent record located here: http://www.ripoffreport.com/r/Todd-McCartney-Wholesale-Merchant-Services-Wholesale-Merchant-Processing/Beaverton-Oregon-97005/Todd-McCartney-Wholesale-Merchant-Services-Wholesale-Merchant-Processing-27-AG-Complai-427306. 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 Consumer Comment

Resolution, finally

AUTHOR: vh2q - (United States of America)

Erik Anthony of WMP called me in response to my last and final attempt to straighten out the issues between us. He seemed sincere so I went through the litany one more time. Today, the company promised to refund the charges for "Vital Service Calls" $15x3, as well as a long list of "PCI" charges that have piled up (amounting to over $350) even though I have taken the PCI survey twice.  So assuming that the refund appears on my next statement (it has happened before that refunds were promised but never paid), the matters between us are now settled.
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#2 Consumer Comment

Concern for Customers

AUTHOR: vh2q - (United States of America)

Really Carlos? I have been waiting for monthsfor a refund for the three $15 (3x$15=$45)charges on my statementfor"Vital Calls"Ranny had to make to straighten out the mess your company made of my account ("someone" changeda digit in my Vital profile apparently), causing severalVisa/MC card payments thatprocessed correctly through authorize.net, mysteriously failing to credit to mybank account.When I called your customer service people (I think it was Eric), I was promised a refund, but nothing was done.Your employee Joel subsequentlytold me that you would not reverse these charges. After I wrote a letter, your employee John Miller then promised toreverse these charges andlaterchanged his mind.Your president, Todd McCartney ignores letters regarding these chargessent by registered mail. Same withScott Hugulett, henever responds to letters, and he is VP of Sales!.Your vice president, joshw@wmp.com ignores emails requesting the name of your agent for service of process. And you know, this is not the first time your company has failed to deposit moneys to my bank account. Remember the 6 AMEX transactions that disappeared into a black hole, one of which could never be recovered as the card had expired? I remember that well. Especially the conversation with Todd McCartney where his major concern was that if he refunded the missing $400 odd, he would "lose money on this account". By inference, it's OK for me to lose $400 due to your omissions? That right there sums up your "concern" for customers.

Now let's talk about PCI compliance fees. Ranny had me fill out an online survey to avoid these $99 charges when they were first announced. I did so. But you charged me anyway. I don't even see the customer's credit card info, it's all done remotely by authorize.net. You know that. While I was trying to get that sorted, your company charged me another $99, not even a year later. John Miller promised me he would work something out regarding these PCIfees. But now he has no interest in fixing the problem. He made me so mad I told him I would move my account to another merchant service provider if this was not taken care of. His response was "we will charge you a several hundred dollarcancellation fee if you do that". Is John another one of these people who share your sentiment regarding customers? I feel like I am dealing with organized crime here. How do you explain 10 (ten) card transactions, correctly processed through authorize.net, never landing in my bank account, in the2 years I have done business with you?It's a random thing, sometimes the money shows up inmy bank account, then once in a while, it doesn't, and I have no way of knowing that unless I reconcile my bankaccount with the authorize.net and WMP statements.Do you know what RICO stands for Carlos?

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#3 UPDATE Employee

Wholesale Merchant Processing is an honest company dedicated to Customer Service

AUTHOR: Concerned Citizen - (U.S.A.)

Dear Concerned Citizen,

Wholesale Merchant Processing is an honest company dedicated to Customer service. A dissatisfied customer is not acceptable. Who are you? How can we help?

We are willing to do whatever is in our power to make you happy. Please contact customer service immediately at 800-953-6764.

-Carlos
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