ComplaintsforData One Merchant Services, LLC

• Initial Complaint

  06/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  The same thing the other reviews state is exactly what I am dealing with. I canceled my merchant account on 10/31/21 and they made me jump through so many hoops just to cancel that, and they continue to charge me $10 / month for the account. That's 18 months of charges so far. They either tell me they will cancel the fee if I show them my bank account as proof, or they just ignore me. I have sent them statements over and over and they just continue to charge my account each month. I want the charges to stop and I want the $180 in fees refunded to my bank account.(They were horrible to deal with as a merchant as well with very little or slow support, no back-up for disputes and tons of trouble with online account access. Definitely do not recommend this company!)

  

  Business response

  07/12/2023

  **************, 

  I would like to express my sincere apologies for the delay in canceling your account and the resulting inconvenience it has caused you. Your complaint with the Better Business Bureau (BBB) regarding this matter has not gone unnoticed, and I want to assure you that we are taking your concerns seriously.
  
  We deeply value our customers and strive to provide exceptional service, including timely account cancellations. I understand the frustration and disappointment you must have experienced due to this delay, and for that, I am truly sorry.
  
  Our team is actively investigating the circumstances surrounding the delayed cancellation to identify any underlying issues or breakdowns in our processes. Rest assured, we are committed to rectifying the situation and preventing similar occurrences in the future.

  
  We have already issued a refunds for the charges corresponding to the months that your account remained open beyond the requested cancellation date. The total amount that we have issued so far is a total $210. (See attached breakdown)
  
  Once again, I apologize for any inconvenience caused.

  
  Sincerely,
  Data One Support Team
  
  

  
  

  Customer response

  07/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  02/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  December tried to cancel my credit card service with them . The company sent me an email I could not send to another email to be printed .I work only from a phone and I pad and do not own a printer . I called in January and was told they would send me a document I could sign on phone. They did not . I called the guy this morning and said I did not want to be charged for Dec , Jan. ** February .He said he did his part and sent me the email in December. Made fun of me for not having a computer . I spent an hour at staples trying to get it to print out, but received a message that it couldnt be forwarded .

  

  Business response

  05/26/2022

  
  

  Please see attached correspondence that Data One, has had with this merchant starting back in October 2021. ****, Please note that Data One is a financial services company, that is in the payments processing sector. We are governed by very strict rules and procedures set by FISRV (First Data). Anything relating to opening and closing an account has set protocols and requires the owner's printed and executed signature and driver's license. 

  
  

  **************** admits to our retention department, that she had to close her business due to financial reasons. We never want to see a merchant closing an account due to financial hardships, but 99% of the time we get these unwarranted demands for a refund or frivolous complaints, which has to due with merchants grasping to recover money, even if that's by the means of friendly fraud. 

  
  

  **************** also admits that she only does business from her cell phone, and does not have a computer, fax machine, or scanner. This is another poor excuse by ****************, as every smartphone has the option to download a scanner app, that would allow her to excuse the required account closure documents. Our account relationship manager ***************************, even offered to send the account closure documents via Docusign. The merchant had an excuse as to why DocuSign did not work on her email. 

  
  

  When doing business in the ************* there are rules, regulations, and protocols that we must follow. Most individuals know that when you are dealing with financial documents you should always have them notarized and send them via certified mail, so you have proof the recipient received the important documents. 

  
  

  We have given **************** over a half dozen ways to execute the required documents to close her account and she refuses to follow protocol and is focused on the story that she sent them by US Mail. **************** also signed a contract, when she enrolled her business, with Data One that clearly states the proper procedure to close her account.

  
  

  I hope this information helps shed some light on ****************, desperate means to recover money that she legally is not entitled to. If these frivolous, defamatory, and malicious complaints continue, Data One will explore legal options to defend our reputation.

  
  

  Sincerely,

  
  

  
  

  ---------- Forwarded message ---------
  From: ********************* <**************************>
  Date: Wed, May 18, 2022 at 8:22 AM
  Subject: Re: Account Closure Complaint
  To: *********************************** <*****************>
  Cc: ************************* <******************************>, ************************* <*****************************>, *************************** <***********************>, *************************** <**************************>
  

  
  
  

  Good Morning *****,

  
  

  I do not remember her or the account specifically, I have a hard time believing someone told her that. In a case where a merchant does not have a Printer or Scanner, I give them the option of DocuSign or **** mail among others. 

  
  

  I have searched my inbox for the name *******, and I am familiar with her case, the account is called AB FACE.com. AKA ********************* / MID# ***************

  
  

  Please see the below communications, what happened is she requested closure on 12/07, I emailed you guys on 12/09, The merchant called in again, so I sent her the documents to cancel on 12/17. 

  
  

  
  

  
  

  
  

  
  

  I received a call in Feb, I reached out and the Merchant was yelling so loud the person next to me could hear her. So, I explained here is the proof of me sending the documents, the offer to refund in full if she could show me, she sent them. 

  
  

  
  

  
  

  
  

  I never got those documents back still to this day, I have offered to resend, DocuSign, I told her take a picture with her phone, anything but we must have them. I do not have the ability to just close Data One accounts, I collect the document with the license and make sure everything is completed per protocol.

  
  

  Please let me know if you have any questions, or how you would like me to proceed? 

  
  

  Thank you, have a great day!

  
  

  Best, 

  *********************

  Sr. ACCOUNT MANAGER &

  RETENTION SPECIALIST
  4021 ********* Ste 101
  **********, ** 85251

  Email: **************************
  Phone: ********************

  Fax: ************

  **************

  
  

  ---

  
  

  
  

  
  

  --
  

  *********************************** Chief ******************* V.P. of Business Development Data One Merchant Services

  

  Business response

  05/26/2022

  Please note that Data One is a financial services company, that is in the payments processing sector. We are governed by very strict rules and procedures set by FISRV (First Data). Anything relating to opening and closing an account has set protocols and requires the owner's printed and executed signature and driver's license. 

  
  

  **************** admits to our retention department, that she had to close her business due to financial reasons. We never want to see a merchant closing an account due to financial hardships, but 99% of the time we get these unwarranted demands for a refund or frivolous complaints, which has to due with merchants grasping to recover money, even if that's by the means of friendly fraud. 

  
  

  **************** also admits that she only does business from her cell phone, and does not have a computer, fax machine, or scanner. This is another poor excuse by ****************, as every smartphone has the option to download a scanner app, that would allow her to excuse the required account closure documents. Our account relationship manager ***************************, even offered to send the account closure documents via Docusign. The merchant had an excuse as to why DocuSign did not work on her email. 

  
  

  When doing business in the ************* there are rules, regulations, and protocols that we must follow. Most individuals know that when you are dealing with financial documents you should always have them notarized and send them via certified mail, so you have proof the recipient received the important documents. 

  
  

  We have given **************** over a half dozen ways to execute the required documents to close her account and she refuses to follow protocol and is focused on the story that she sent them by US Mail. **************** also signed a contract, when she enrolled her business, with Data One that clearly states the proper procedure to close her account.

  
  

  I hope this information helps shed some light on ****************, desperate means to recover money that she legally is not entitled to. If these frivolous, defamatory, and malicious complaints continue, Data One will explore legal options to defend our reputation.

  
  

  Sincerely,

  
  

  
  

  ---------- Forwarded message ---------
  From: ********************* <**************************>
  Date: Wed, May 18, 2022 at 8:22 AM
  Subject: Re: Account Closure Complaint
  To: *********************************** <*****************>
  Cc: ************************* <******************************>, ************************* <*****************************>, *************************** <***********************>, *************************** <**************************>
  

  
  
  

  Good Morning *****,

  
  

  I do not remember her or the account specifically, I have a hard time believing someone told her that. In a case where a merchant does not have a Printer or Scanner, I give them the option of DocuSign or **** mail among others. 

  
  

  I have searched my inbox for the name *******, and I am familiar with her case, the account is called AB FACE.com. AKA ********************* / MID# ***************

  
  

  Please see the below communications, what happened is she requested closure on 12/07, I emailed you guys on 12/09, The merchant called in again, so I sent her the documents to cancel on 12/17. 

  
  

  
  

  
  

  
  

  
  

  I received a call in Feb, I reached out and the Merchant was yelling so loud the person next to me could hear her. So, I explained here is the proof of me sending the documents, the offer to refund in full if she could show me, she sent them. 

  
  

  
  

  
  

  
  

  I never got those documents back still to this day, I have offered to resend, DocuSign, I told her take a picture with her phone, anything but we must have them. I do not have the ability to just close Data One accounts, I collect the document with the license and make sure everything is completed per protocol.

  
  

  Please let me know if you have any questions, or how you would like me to proceed? 

  
  

  Thank you, have a great day!

  
  

  Best, 

  *********************

  Sr. ACCOUNT MANAGER &

  RETENTION SPECIALIST
  4021 ********* Ste 101
  **********, ** 85251

  Email: **************************
  Phone: ********************

  Fax: ************

  **************

  
  

  ---

  
  

  
  

  
  

  --
  

  *********************************** Chief ******************* V.P. of Business Development Data One Merchant Services

   

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