ComplaintsforAmerican Payment Systems

• Initial Complaint

  10/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have a small C-Store. I upgraded my system to take EMV chip cards at the gas pumps. I have been using APS for my credit card processing, so when I chose to stay with them when i upgraded. They had to build a new VAR file. Once this file was installed my EBT inside would not work or my Debit card at the pumps outside would not work. APS was able to get my EBT working inside but not debit at the pumps. At one point *** the owner just suggested to hang a sign at the pumps to go inside to use debit. *** insisted it was **** Equipment and not his company or who he uses to build the VAR file. Enen though ***** ***** owner of **** Equipment kept telling *** in great detail that it was not in my or **** equipment, *** kept insisting that it was ****. So, I kept sending **** back to store to trouble shoot. Each time it was the same problem. It was in the in the VAR file that was provided to **** to install. *** had another file built and I had to have **** go to store again to install a second time. *** finally told **** to find another processor for me to use. On ****'s recommendation of a different processor I set up a new Credit Card processor. In 2 days, I had a new VAR file from them, **** installed VAR file and my debit at the pumps worked correctly. I have been billed 2453.55 from **** for extra time and milage to try to get APS VAR sheet to work. *** paid 500.00 and refuses to pay the balance. Because *** insisted that it was not his VAR file for that reason, I kept sending **** back to the Store. **** does not work for free, and this is not my fault, but it is the processors' fault which is APS. **** is billing me for APS errors. I have included some information between *** APS, ***** **** and myself.

  

  Business response

  01/02/2024

  ***** contacted us as he owned older gas pumps that were not EMP compliant with chip cards. When we set up a new account the **** technicians came out to install the hardware and everything worked fine on the inside of the gas station, however they could not get the outside pumps to accept debit cards requiring a PIN. Debit was set up on the account or it would not have worked inside therefore it has something to do with outside pump hardware. **** changed out the equipment several times at the outside pump. As a good faith offer, I sent $500 to *****. American Payment Systems has nothing to do with the hardware. We are not technicians but give the information to the pump vendor who installs and transports the information.  We have worked on hundreds of convenience stores and have never had this situation where it doesn’t work outside but does on the inside.

  Customer response

  01/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: *** is incorrect. I installed 2 Brand New Wayne Dispensers with EMV compliant chip readers. I do have 2 older dispensers, but they do not even have card readers. They have been removed. The issue was that the Customers could NOT use their Debit card at the new Dispensers. Customers had to go into the store to use their debit cards and I was losing business because of it. ****** solution was to put a sign pump for the Customers to go into Store to use their debit card. It also cost me less for customers to use Debit instead of Credit. The reason that *** does not know what I have for Equipment is because he or none of his people ever went to store, they just kept sending files for **** to keep coming back to store and installing, and it would not work. I fired *** and hired a new processor, and it works perfectly now with the same exact hardware and equipment that ***, APS could not make work. **** equipment installs and programs and has been doing it longer than APS has been in business. They, ****, are experts and kept telling both *** and I the fault was in the files he was sending. Which the problem was in the files. Now *** refuses to Pay **** for going back to store over and over to install files that would not work that *** was giving ****. 
  
  Sincerely,
  
  ***** ******

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