North American Bancard Complaint - AWFUL at Best
MIDLAND, MICHIGAN -- 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 on 6/11/2007:
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.
Director of Customer Contacts
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