North American Bancard Complaint

AWFUL at Best - Credit card merchant services

Posted By: Blackball tattoo on 5/23/2007

Location: midland, MI

I’m not sure how to put this in words that’s not blatantly slamming the company. But here goes. Recently I processed a Discover transaction for 240 dollars. The transaction after several days was not put into my account. So I call the company to find out where it is. The transaction (after talking to discover) was put into a previous owners account.

After being on the phone for near over 4 hours of having North American Bancard and Discover arguing between each other to find out whose fault it was. It was decided It was a processing error on North American Bancards side. The accounts last update and download on the terminal was setup as me as the owner and only account. The wrong information was send to Discover in which the transaction was processed. So the decided to do a reversal that would take 7-10 business days. On the 7th day instead of depositing the money into my account. They took an additional 240 dollars. I call them up and they have no clue what’s going on. They call there processor Global and tell me I should hear the same day or next business day what went wrong. 3 days later and after the 10 return expiration they still don’t know what’s wrong. I’m told my deposit will be made no later then tomorrow. Tomorrow comes and its still not deposited and they still have no clue what’s going on.

To cut it short. North American Bancard is the most incompetent company I have ever dealt with. There customer service is little to none, they have no clue what’s going on and they cannot stand behind there side of the leasing terms. At least at this point they have breached there side of the contract and I am not stuck or obligated to the Heavy fines of breaking the 3 YEAR terms they make you sign.

I also would not wish this company to my worst enemy.

Company Response:

Dear Jonathan Pinfield-Wells:

Your situation and concerns regarding your account have been brought to my attention.

Under normal circumstances when an Ownership Change is completed a new merchant account number is assigned. At the request of the sales agent and/or merchant an exception was made and the original account number was utilized. This exception is unusual and was done to speed the process that generally takes a minimum of 15 business days.

In reviewing the paperwork returned with the request, new American Express and Discover numbers were not supplied to North American Bancard. It was therefore our belief that an ownership change was completed with them as well and that the existing numbers were transferred to the new owner. Therefore, no changes were made in our system on these numbers.

When a Discover transaction was run under the new owner it was determined that the old Discover accounts had not been updated with them as originally believed. Therefore, the funds for those transactions were given to the old owner by Discover. As North American Bancard does not settle Discover or American Express transactions we are limited in our ability to adjust these transaction types after they have been processed and settled. Discover was unable to transfer the sales in question to the new owners account and therefore significant work was required in order to resolve this situation.

This issue was resolved completely on June 1, 2007.

Since our inception in 1992, we continue to provide unparalleled merchant account processing services for each and every customer. In dedicating ourselves to providing quality services, we continue to scan the digital horizon in able to offer state-of-the-art merchant account processing equipment, competitive rates, and superior, personalized service that will help you better serve your customers. Our responsiveness, integrity, and commitment to quality services have propelled us to the top of the merchant account processing industry.

We apologize for any misunderstanding and do not anticipate any future issues related to this.


Sincerely,
Director of Customer Contacts

User Discussion - Add your 3 cents!

Blackball tattoo (06/04/2007) now its been settles for OVER 2 weeks. today they just took the 240 out yet again. at this point its just plain incompetancy.

Blackball tattoo (06/07/2007) company refunded the money t the card holders and didnt rerun it to my account. the old account in which the money was wrongfully deposited is now closed. Waiting onther 5 days to see whats happening

Blackball tattoo (06/11/2007) UPDATE. after talking to discover and looking over the transactions. Here is the long story cut short. a discover transaction was ran and debited to the previous powners account due to incorrect updates made on the account. (north american bancard processed the transacton on the wrong account info? Before the transaction was fixed they updated the account information they had. COrrecting the transaction they used the wrong account information. Debiting from the wrong account. Messing up twice. SO discovers kind enough to try and fix this for me. We will see how co operative North American Bancard is. At this point its been almost... more >>

Blackball tattoo (06/15/2007) ACTUALLY it is JUNE 15th and the money has not stil been recieved. The first issue was when the account change was done with your company you did not update the discover number when the download was done on the machine. That was your first mistake. The second mistake was done when a reversal was done. the wrong account information was used to process it and i still do nto have the money,. As you can see from the companys response even they have no clue what is going on within there own company.

Witchy Susie (06/06/2008) My partner and I have had North America Bancard Merchant service for well over a year now, they have always been so swift, nice , and correct . I would dare to say that we will keep them forever or as long as they stay in business. Rock on folks....

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North American Bancard Consumer Reviews

North American Bancard Complaint

Continued consumer abuse by North American bancard

Posted By: Dr Steve on 9/27/2009

Location: Troy, MI

Upon expiration of our contract with North American Bancard we elected to use a different company to process our credit card transactions. Our new company, Merchant Services sent them a cancellation letter signed by me on 6/5/09. Three months later we are still having fees taken from our bank account by Global Pay and North American Bancard.

Despite numerous phone calls they claim they never received the cancellation notice. I suppose this might possibly be true and was willing to give them the benefit of doubt, until I read this sites numerous complaints of this very same thing recurring over and over by other merchants. I have to assume that this must just be there shady way of conducting business. We have had to close our bank account to protect our selves from them. Our bank is conducting a fraud investigation into the matter and we intend to notify the state attorney general regarding there practice. I would caution any one against doing business with this company. I can't wait to see the usual form letter response from them that they post after all the other complaints posted. Interesting in that any company, especially a financial one would generate some complaints after awhile in business, but the sheer number I see from just a casual glance at the internet is over whelming and should be a warning sign. I wish I had done my home work and looked these clowns up before I ever did business with them.

Company Response:

September 28, 2009


Dear Merchant,

NAB works very diligently to resolve all customer issues and complaints. Since our inception in 1992, we have worked with over 125,000 merchants of all sizes and levels of complexity. We provide a high level of service and support to our customers, as is evidenced by the low number of complaints we handle. Occasionally we, like any other large company, may make a mistake or mishandle an issue. When these are brought to our attention we resolve them to the best of our ability. Our 250+ employees work hard every day to make doing business with NAB a pleasure for our merchants and stakeholders, all we ask is the opportunity to recover well.

First and foremost, I would like to apologize on behalf of NAB for any inconvenience that you may have encountered as it sounds as a miscommunication may have occurred.

Section 13 contained in the Terms and Conditions clearly states, “Any merchant who terminates this agreement prior to it's termination date is responsible for any and all monthly fees assessed under the Agreement for the remainder of the then existing term of the Agreement, including all minimum monthly fee commitments, which in no case shall be less than $295.00.” In order to close a Merchant Account, a written request must be received by our office in order to do so.

If you feel that your account was incorrectly debited, or your fees have been inadequately advised, then we would need specific information in order to properly address the concerns or correct any errors. Please have your Merchant Account number ready, and contact our Customer Service Department at 800-226-2273, extension 1300 so that your specific situation may be properly researched and addressed.

Sincerely,
Research Manager

User Discussion - Add your 3 cents!

Suusan B. (09/27/2009) You should never rely on someone else to send a cancellation notice. If you had sent it yourself then you would have had proof that it was done.

Skye Aubrey (09/27/2009) I have to agree with Suusan. I do not understand why something as important as this, you did not take care of yourself.

LadyScot (09/27/2009) Also, when written notification is needed, ALWAYS send the notice certified mail so it has to be signed for. Then, give 30 days for the account to cycle. I would send them a cease and desists letter by certified mail giving them 10 days to adhere to your cancellation letter. THEN I would get a lawyer.

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