THIS COMPANY IS A DISGRACE WHEN I GOT HIS MOBILE TERMINAL AT NO STAGE DID THE SALES REP MENTION TO ME THAT I WAS ON A ROLLING CONTRACT I CLEARLY REMEMBER HIM TELLING ME THAT AFTER A YEAR IF I WASNT HAPPY WITH THE SERVICE I COULD CANCELL AT ANYTIME I WASNT SO I CALLED TO CANCELL MY CONTRACT IN THE FIRST YEAR I HAD 4 MACHINES ALL DID NOT WORK PROPERLY WHEN THEY SENT ME A BETTER MACHINE THEY TOLD ME I HAD TO STAY WITH THEM FOR ANOTHER 6MONTHS AS MY CONTRACT HAD ROLLED ON.
THEY STILL CHARGED ME FULL WHACK EVEN THO I WAS TAKING MORE CHEQUES THEN CARD PAYMENTS AS MACHINES WASNT WORKING WHEN I DID MANAGE TO CANCELL MY CONTRACT THEY STILL TOKE AN EXTRA PAYMENT FROM MY BANK WHEN I CALLED AND ASKED WHY THEY SAID IT WAS A MISTAKE AND WILL PAY BACK IN 5 WORKING DAYS WELL ITS BEEN 3 WEEKS NOW AND STILL NO REFUND THEY SAID THE DELAY WAS BECAUSE THEY HAD NOT RECIEVED MY CARD MACHINE BACK RUBBISH I SENT THIS BACK NEARLY TWO MONTHS AGO WITH PROOF OF RECIEPT BE VERY WARY IN DEALING WITH THIS COMPANY GO TO YOUR BANK THEY WILL AT LEAST MATCH THEIR PRICES AND YOUR NOT DEALING WITH A MIDDLE MAN MILES AWAY
JC
Jon C.
UTTERLY DISGRACEFUL SERVICE
Dear Clive,
Please can you contact me on the following email address to answer some of the following complaints as no manager in your business deems me important enough to talk to.
[email protected]
My terminal (which processes over £450k of transactions per year) broke on Friday 16th May. It is now Wed 28th May and we still have no working machine. Your company has cost me over £6000 in sales as a result of my guests leaving as they can't use cards. I have rung EVERY day since and no manager has been available to talk to me. Fruitless promises about rectifying the situation have come to nothing. We have received a new base unit (Tuesday 20th May), new terminal (Wednesday 21st May) then promised new power cables for Thursday 22nd May but arrived Saturday 24th May but still the machine didn't work. On Saturday 24th May we were promised a new machine by Tuesday 27th May (after a very busy bank holiday weekend without a terminal) and it's now Wednesday 28th May and nothing has arrived as a Team Leader apparently thought I didn't want a new machine until I had agreed better rates!!!!! I have been told that a new machine will arrive tomorrow but hold little hope.
It is an utter disgrace that your organisation can treat a small business like ours in this way. We cannot put up with this loss of business. My regular guests (I own a successful award winning pub) think it's a joke and it's embarrassing for me as it looks like we've done something wrong.
Please contact me on the above email address so we can discuss this as well as relevant compensation for the disgraceful service and severe loss of business as a result of your company's errors.
I will continue to find all mediums to review your organisation daily until I am contacted.
If I could've awarded zero stars I would've done.
Yours truly unhappy,
Jon Cox
[email protected]
DB
David B.
They run their business on dubious contracts relying on rolling over
I have given my complaint in writing to Cardsave complaining about their rolling contract costs and have now received back confirmation that they are not prepared to budge from their contract position on the rolling contract clause.
My next move is to contact the Ombudsman as I am pretty sure this form of agreement with rolling contract penalties is unfair and not enforceable . It's certainly banned in other business industry practices not dissimilar to Cardsave operations.
I do understand it.!! Maybe you dont understand if it will stand up in court or how its viewed by the Ombudsman. It is a rolling contract with unfair terms. This is not over!
Response from www.cardsave.netMay 27, 2014
Dear Mr Brown
Thank you for your review, i appreciate your frustrations. As explained in previous reviews the cancellation process is present in your Terms & Conditions and available to you from the start of your agreement. For ease of reference please find explanation below;
For the merchant’s convenience the Cardsave Agreement renews automatically each year on the anniversary of the signing date unless the merchant gives notice at least 30 days prior to an anniversary date.
Merchant Example: If the agreement is signed on 31st October 2012 you are committed up until the 31st October 2013. You can cancel by serving notice for the agreement to end on the 31st October 2013 as long as such notice is sent in writing to Cardsave to arrive on or before 30th September 2013.
I hope this helps explain things.
Kind regards,
Clive Kahn, Chief Executive
MD
Marlon D.
Deceitful, cunning underhanded company! AVIOD!!!!
This company is the worst i have EVER dealt with! The slimy lying reptile of a salesman told me that the contract could be cancelled with 30 days notice after a year. THIS IS A LIE! £381 they want for me to terminate my contract!!! I wrote a letter to them before to cancel but GUESS WHAT, they claim they did not receive it!!! Needless to say my solicitors will be contacted. But i don't feel like this is enough, this company needs to be investigated and i will definitely pursue this course against them
Response from www.cardsave.netMay 22, 2014
Dear Marlon
Thank you for your feedback, please accept our apologies that you are unhappy with the costs to close your account. Please let me explain the procedure, this can also be found in your Cardsave Terms & Conditions. For the merchant’s convenience the Cardsave Agreement renews automatically each year on the anniversary of the signing date unless the merchant gives notice at least 30 days prior to an anniversary date.
Merchant Example: If the agreement is signed on 31st October 2013 you are committed up until the 31st October 2014. You can cancel by serving notice for the agreement to end on the 31st October 2014 as long as such notice is sent in writing to Cardsave to arrive on or before 30th September 2014.
An early settlement fee will only apply if the merchant leaves Cardsave prior to an anniversary date. In this case the fees are £150 (excluding VAT) for each terminal or online facility and the balance of the monthly membership fees outstanding from the date of cancellation to the next anniversary date. Early settlement fee represents Cardsave’s costs for early termination. It may be beneficial for a merchant to maintain membership status by continuing to pay membership fees up until the anniversary date and thus avoid the £150 (excluding VAT) charge per terminal or online facility.
I hope this helps you understand these charges.
Clive Kahn, Chief Executive
LE
Lee82
They keep charging me for an account I do not want!
Do not sign up for Card Save. They keep charging me £25 for an account I do not want and they won't stop it or give me my money back. For four months in a row they get Streamline to charge me £25. It's like their in cahoots, and no one takes responsibility. I want a MOTO account (Virtual Terminal) and do not need the Internet account. But, someone somewhere ticked this box on my agreement and they will not take it off no matter how many times I complain (I've never used this merchant account)
Unsurprisingly, they did the same thing in 2012 when I had a sole trader account, but that time they did take off the internet account when I complained first time around.
My only option is to contact the ombudsman.
Response from www.cardsave.netMay 8, 2014
Dear Lee,
Thank you for your review, a member of our Customer Services department has disucssed your concerns at length with you. This is currently being looked into and you will be contacted with the outcome in due course.
Kind regards,
Clive Kahn, Chief Executive
JT
Jennifer T.
Cardsave still take money from my account even after conformation email ending contract
I still have an on going problem with this company even after conformation email (see below) from them ending my contact which was blatantly miss sold to me. They still took the sum of £23.94 from my account. Next step is to go to ombudsmen for their treatment of me.
Copy of email they sent to me on the 7th May 2014
Dear Mrs Jennifer Turner
RE: Account Code: ETIQU001
Following the cancellation of your agreement with Cardsave we will terminate your agreement on 05 June 2014.
Cancellation of your agreement incurs a cancellation charge which under the terms and conditions of your current agreement is £0.00. However, has agreed today you have agreed to pay one further months membership of £23.94 (including VAT) which will be taken on or around the 19th May 2014 by direct debit.
Clarification of the above can be found under clause 7 ending this Agreement on the Cardsave Terms and Conditions of Membership on the reverse of your Membership Agreement
We have instructed our Accounts Department. Finally, we would like to thank you for your past custom, and if we can be of any further assistance to you in future please do not hesitate to contact us.
Yours Sincerely
Cancellations Department
Important Legal Notice
Cardsave trading as Modacs Limited registered address 10 Parkway Offices, Acorn Business Park, Moss Road, Grimsby, N.E.Lincs, DN32 0LW registered in England no. 2896295.
This communication, and the information it contains is intended for the addressee(s) named above and for no other persons or organisation, and may be confidential and/or legally privileged and/or protected in law. Unless the contrary is clear from its context, this communication does not create or modify any contract. Access to this communication by anyone other than the addressee is unauthorised. Unauthorised use, copying or disclosure of all or part of this communication is strictly prohibited and may be unlawful. If you are not the intended recipient, please contact the sender immediately by return e-mail and destroy all copies of this communication.This communication may contain personal data. If so, you are required to observe the provisions of any relevant data protection legislation in any processing of such data. Although this company has taken reasonable steps to ensure that this communication and any attachments are free from computer virus, you are advised to take your own steps to ensure that they are actually virus free. Communications may be monitored.
Response from www.cardsave.netMay 7, 2014
Dear Jennifer
We recognise your frustrations and would like to thank you for bringing your issues to our attention. A member of our Customer Services has spoken to you today and agreed a positive resolution.
Kind regards,
Clive Kahn, Chief Executive
JJ
Janice J.
Cardsave are unfairly taking money from our charity and not replying to complaints
We are a charity and signed up with cardsave 2 years ago. We no longer need the service and they are insisting on charging us for terminating our contract even though we have an open and unresolved complaint with them. I can't get through to speak to anyone on the phone.
Our charity cannot afford to have money taken from our account in this way - it is a disgrace
Response from www.cardsave.netMay 7, 2014
Dear Janice
We are sorry to hear that you have some concerns but we thank you for bringing them to our attention. We would like to confirm that after speaking with you that your issues have been identified and a positive outcome has been agreed.
Kind regards,
Clive Kahn, Chief Executive
PR
pardeep R.
TERRIBLE!!!!
This is actually the worst company i have dealt with professionally. They do whatever they can to get you in but the customer service is a shambles. I agreed terms to only pay per transaction when i signed up for the service. however i recieved a bill recently with a minimum charge supplement. I received no prior warning that the terms and conditions were changed. when i rang customer services all they had to say for themselves was that i would have to pay and no care and consideration was taken. I have spoken to several lawyers who assure me they have no right to do what they have done.
