SBGA - Small Business Growth Alliance

Rebecca

2017-02-07

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4 My initial call to customer service on 2/6/17 was frustrating. I wasn't connected to the correct person who could answer my (simple) question; then I was left holding for 10 minutes and had to hang up in order to attend a meeting. Marc called back on 2/7/17 in an effort to reach me after seeing our business # had called with no connection. He heard my complaint, then acted promptly to get the response I needed. He followed through with a return call to me and, at my request, an email confirming what he had told me. This resolved my issue nicely!

My initial call to customer service on 2/6/17 was frustrating. I wasn't connected to the correct person who could answer my (simple) question; then I...

My initial call to customer service on 2/6/17 was frustrating. I wasn't connected to the correct person who could answer my (simple) question; then I was left holding for 10 minutes and had to hang up in order to attend a meeting. Marc called back on 2/7/17 in an effort to reach me after seeing our business # had called with no connection. He heard my complaint, then acted promptly to get the response I needed. He followed through with a return call to me and, at my request, an email confirming what he had told me. This resolved my issue nicely!

SBGA - Small Business Growth Alliance

John

2017-02-07

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5 Wonderful customer service. Mark knows his stuff.

Wonderful customer service. Mark knows his stuff....

Wonderful customer service. Mark knows his stuff.

SBGA - Small Business Growth Alliance

Ginger

2017-02-06

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5 They walked me through the whole process

They walked me through the whole process...

They walked me through the whole process

SBGA - Small Business Growth Alliance

LINDA

2017-02-06

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5 John did a great job helping me reprogram our credit card terminal.

John did a great job helping me reprogram our credit card terminal....

John did a great job helping me reprogram our credit card terminal.

SBGA - Small Business Growth Alliance

Tammie

2017-02-02

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4 I didn't realize it was going to be done over the phone. but it went ok

I didn't realize it was going to be done over the phone. but it went ok...

I didn't realize it was going to be done over the phone. but it went ok

SBGA - Small Business Growth Alliance

Catrice

2017-02-01

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3 Customer service is a priority at our customer and we are disappointed when we don't receive good customer service. We had a software failure that generated a duplicate payment so, we contacted Merchant Services to assist with refunding our client as our system will not allow us to process the refund because the original transaction never posted. We ran the clients credit card but, the Payment Application did not populate so, we did not see an approval and, therefore ran the card again. When our deposit did not balance, we searched Transaction Manager and saw that the original transaction was approved. Of course, we want to refund our client as quickly as possible but, unfortunately, Merchant Services refused to waive the processing fee for the refund. They indicated that the software provider, ChargeAnywhere, is responsible for their software failure and when I followed up with ChargeAnywhere, they blamed Merchant Services and indicated that there was a, "fix," for duplicate payments that Merchant Services should have offered at the time we signed up for services. Prior to changing to ChargeAnywhere, we did not have duplicate payment issues so, we were unaware of the need for a, "fix." While the software failure may not be caused by Merchant Services, they are aware of the fact that the duplicate payment was not caused by us so, as a courtesy, they could have waived the processing fee for the refund. But, "courtesy," does not seem to be something, with which they are familiar. The clerk I spoke with was friendly enough. I would not recommend the company.

Customer service is a priority at our customer and we are disappointed when we don't receive good customer service. We had a software failure that gen...

Customer service is a priority at our customer and we are disappointed when we don't receive good customer service. We had a software failure that generated a duplicate payment so, we contacted Merchant Services to assist with refunding our client as our system will not allow us to process the refund because the original transaction never posted. We ran the clients credit card but, the Payment Application did not populate so, we did not see an approval and, therefore ran the card again. When our deposit did not balance, we searched Transaction Manager and saw that the original transaction was approved. Of course, we want to refund our client as quickly as possible but, unfortunately, Merchant Services refused to waive the processing fee for the refund. They indicated that the software provider, ChargeAnywhere, is responsible for their software failure and when I followed up with ChargeAnywhere, they blamed Merchant Services and indicated that there was a, "fix," for duplicate payments that Merchant Services should have offered at the time we signed up for services. Prior to changing to ChargeAnywhere, we did not have duplicate payment issues so, we were unaware of the need for a, "fix." While the software failure may not be caused by Merchant Services, they are aware of the fact that the duplicate payment was not caused by us so, as a courtesy, they could have waived the processing fee for the refund. But, "courtesy," does not seem to be something, with which they are familiar. The clerk I spoke with was friendly enough. I would not recommend the company.

SBGA - Small Business Growth Alliance

Mazen

2017-01-27

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5 Issue solved fast fast, I am very satisfied

Issue solved fast fast, I am very satisfied...

Issue solved fast fast, I am very satisfied