Claiming to not only match but significantly beat any other credit card processor's fees with a written guarantee of $250 back (we were also sent letters and emails offering $500 back and a free Ipad), we were aggressively and solicitously pursued by TRU merchant credit card processor representatives.
After finding a "rip off report" about TRU, as well as other dubious internet ratings, we were cautious and presented our concerns to our TRU rep Matt. We were met with several more written assurances, claims and offers, including being urged to keep our former processor's account active for a few months to make it easy for us to switch back should we find TRU could not save us money as promised. Finally because they were recommended by Jewelers of America, we decided to try them assuming that JA had thoroughly vetted them.
From the first month of use, TRU's fees were higher than our previous processor. Each time we called to report this fact to TRU, we were told they would negotiate on our behalf and not to "worry" they would make adjustments. We finally cancelled our account after we saw a loss of over $4,260.08 in fees alone. This did not include our countless hours making new equipment work, shipping and assorted monthly fees they and our previous processor were charging throughout this time.
After we cancelled in writing, we were sent a "cancellation contract" charging us with a $1500, crossed out to read $250, early termination fee. We had been assured many times that no such contract or fee existed. In fact, this "three year early termination" contradicts their suggestion we keep our previous processor account open to make switching back "quick and easy" all of which we have in writing from them repeatedly.
TRU is now trying to charge us a monthly fee of $39 for three years (which would total $1404) due to early cancellation. This for a service we are no longer using, all because our account with them is not "officially closed" until we sign the cancellation contract (which we won't sign due the never before mentioned or agreed to cancellation fee). Our emails have been met with no response at all. Our calls are met with robot like answers that do not address our questions.
We have been in touch with Jewelers of America to alert them to TRU's unethical, costly and fraudulent practices and will be filing reports with the Better Business Bureau as well as any other place we can think of to alert other consumers to avoid this company.
Before filing this and many other complaint letters, we wrote to TRU, telling them of our intent to report them and giving them a last opportunity to honor their original promises. We included their own written "guarantees" and email assurances of their "no risk" policies. We have had no response from them at all.