Kristina R.
LEAVING PAYGRATION
LOYAL CUSTOMER I’ve been Pete Real’s client at Paygration for some 10-12 years. (I forget exact time but a long time.) He’s smooth as silk as a person, however, he hasn't helped me in any real way all these years. Pete is casual about his customer care. Bottom line is that he really doesn’t care. He doesn’t need my business & he acts like it. Pete Real is often hard to get ahold of. A few times it’s seemed as he dropped off the face of the earth. He always has some plausible excuse. Although he’s very smooth to your face, you get the a vibe that’s he’s actually irritated when you call. It feels like dealing with the teflon man. Pete Real is never at fault. He wins you over by being smooth as a baby’s bottom then hits you with his arguments & explanations. It’s hard to get a word in edgewise. CLOVER Pete Real set my business up with Clover in 2016. He initially registered my business incorrectly with Clover so it would take me 15 minutes to get through to a customer service specialist every time I called them. Clover couldn’t find me until my case was escalated to a manager. When I signed up with Clover directly this year, they confirmed that my account, indeed, had been mis-classified. The times I brought this up to Pete he disputed it & then brushes it off. Thing is when something is wrong, you don’t know what it is – until you know what. Until then don’t know what to ask for. I kept asking Clover about it but their mum over there & referred me back to Pete. I’ve gotten the run-around for 7 years. I don’t know about you, but I call Clover on a regular basis. It’s been such a headache & all that wasted time! RATE REVIEW When I’ve tried to lower my credit card processing fees Pete Real says “Kris, anything you chose will cost money.” When I ask for a rate review, he always says "no worries’ you’re paying around 3% just don’t worry." That’s not what my year-end statements show. The percentage cost is a 6-7% of total volume processed. To this Pete says ‘oh don’t look at the bank statements, they’re by far too complex.’ But how hard can it be – it’s money in & money out at the end of the day. LEAVING PAYGRATION Finally, at the beginning of this year, I finally got too tired of the ‘runaround’ from Pete, I decided to leave. I wanted to leave so I could: – get my credit card processing fees down – not to have to deal with the erroneous Clover setup – get better customer service from my merchant processor LEAVING ELECTRONIC PAYMENTS I told Pete I wanted my Electronic Payment account closed. He’s saying over again that he didn’t understand. It was more like a ‘I can’t hear you – I can’t hear you!' How hard can it be to understand? I asked him in uncertain terms. See correspondence below. When I got ahold of him is when I told him I’d cancel. He did ask me whom else I chose. This went on like a ping pong match: March 21, 2023 12.03 AM ME HI Pete, I’m actually on hold with Authorize.net. they’re a nightmare to get ahold of. Please cancel my Authorize.net account. March 21, 2023 12.04 AM PETE Kristina…what are you trying to do? March 21, 2023 12.07 AM ME I need to cancel my merchant account. I appreciate your help. March 21, 2023 12.09 AM PETE Call me ME March 21, 2023 12.18 AM I need to close out with you as well, my merchant processor, at least that’s what Authorize.net said. PETE March 21, 2023 12.22 AM You will have to call them direct – I cant close it out for you. ME March 21, 2023 12.22 AM I just closed out with them but they said I ALSO needed to close out with you as you’re a separate company PETE March 21, 2023 12.24 AM ?? Still have no idea what you are doing. You can call me if you like but I am leaving in 10 minutes… ME March 21, 2023 12.38 AM "I’m canceling my account with Authorize.net.” August, 19 2023 4:03 PM You didn’t tell me this at the time. EP didn’t tell me this at the time. I’m stuck in a Catch 22 here as EP is solely blaming you for this one. EP is INSISTING you need to handle this. You told them NOT to reverse the charges. Is this correct? This is the most insane business interaction I’ve had in a while. You’re saying it’s on EP. EP saying it’s on you. You’re both blaming each other & I’m the one left holding the bag. So I end up paying 3 months worth of service to Electronic Payments. I won’t get that money back from EP. I’ve escalated the matter but that’s what they confirmed. At the end of the day, this is how I end up feeling. Had Pete properly cared for me & paid attention, at least some of these things wouldn’t have happened. Kris Run
Response from PaygrationDec 20, 2023
Our relationship with Kris goes back to August 17th 2015. I have 45 detailed entries for every conversation and email that we have ever had during that time. March 21, 2023, she contacted me saying that she needed to close her business and needed to shut down her processing I told her that she could but she had to call the processor, fill out a cancelation form and they would shut it down within 30 days - This is all documented in emails. She agreed and the next time that I heard from her was August, 19th saying that she was still being billed for service. I asked her if she completed and returned the cancel form and she said that she hadn’t. To try and help, I told her that I would contact the processor and see what they could do and they responded that until they got a signed cancel form, they could not cancel the account. They have this all documented in their call log with times and dates of what was said to her. Unfortunately, people today feel the need to shift blame for things like this (billing was less than $100) especially when they have asked for help, and then been given clear instructions verbally and in writing by multiple people – but sadly, this is the word we live in. I have copied the actual emails both from us as well as the processor below: This is from the processor: Per our phone call just wanted to follow up with you. The merchant called back in May thinking the account was cancelled but was still being billed. She was told that we do request a signed cancellation form for all accounts to be closed. We did receive the form on 6/1 and the account was closed 6/7. At this time the fees are valid and there will be no refund on our end. Hi Kris, I wish I could help but as we discussed back then, the cancellation part has to be done directly with them and I have no role or pull in that. It is all based on you contacting them directly and filling out a form to cancel and the timing of when that is done. You will see that back then I mentioned this in my emails as well. Wish I could help but again, this has to be handled with them directly, and working with them will be the best route to do this…