North American Bancard Complaint - They claim MTT terminal was shipped back broken
PENNSYLVANIA -- I had trouble with my MTT credit card machine and called tech support. I kept getting an error message on the terminal. Tech support tried a few different things but nothing worked. They said they are sending a new one to me. A new one arrived in 3 days but no call tag to return the one that was not working. after a week passed I called them and told them to send the call tag to my business as I was enroute home from a business trip. The unit was packed with their packing and sent back by UPS. Now heres where it gets to me. at the time I sent it back to them there was no physical damage to the unit other than I was not able to turn the unit on. They claimed that upon receipt of the item from UPS the phone was broken off from the swiper unit. They then proceeded to debit my bank account for the cost of the unit which they claim cost $395.00 without notifying me and I told them that it was not in any way damaged by me and there was a 3RD party involved in this which was UPS at their busiest season. This caused an overdraft in my checking account for their 4 fees for the month of Dec 2007 in the amount of $152.00. so now this replacement MTT has now cost me $547.00..
I went through 3 tiers of North American Bancard with no recourse and no satisfaction. And to add insult to injury I did have a MTT terminal dropped by one of my employees a few months earlier and told them so and they charged me $160.00 to replace the very same unit. When I brought this up to them their response was its a different supplier of this unit. But it is still made by WAY SYSTEMS in MA. so how does that justify a $235.00 increase in a few months for the very same unit?
Frankly I am going to put this on my blog and all my kids and friends blogs and cc it to anyone that is thinking of doing business with North American Bancorp so they can get a feel of how this company operates. I thought that this company was supposed th protect their client base (meaning us merchants) . you know the ones that pay their salaries and perks. Needless to say I will not be renewing my contract when it comes up for renewal.BEWARE OF NORTH AMERICAN BANCORP. THEY DO NOT TAKE CARE OF THEIR CLIENTS.
By the way...
Looking at the other complaints from other merchants I too never got a full disclosure of terms and conditions. I only got pages 1 & 2 and only read the rest of they on their website today.
If anyone wants to chat about this company before they sign on I can be reached at: Frankselec@aol.com
Company Response on 1/24/2008:
In response to your posted correspondence, I am providing the following information. We would like to take this opportunity to resolve this issue without further delay.
Our records indicate that on or about September 26, 2006 a Merchant Account Agreement and a Free Terminal Program Agreement were both signed with North American Bancard, for a term of 36 months. Upon signing, you agreed to all of the terms and conditions of these agreements.
Per the Free Terminal Agreement you are responsible for any damage the terminal experiences while it is in your possession. Part one of the agreement clearly states, “The equipment is being licensed to the Merchant, and must be returned in good and working condition within ten (10) days of the termination or expiration of the Merchant Account with NAB. If the equipment is not returned within ten (10) days, Merchant agrees to the equipment value. Merchant authorizes NAB to ACH my account for said fees according to the program. In addition, Merchant agrees to be responsible for any damages to the Equipment as a result of misuse or negligence.”
After our routine inspection of the returned terminal, it was evident that the terminal was subjected to damage that was far beyond what would be considered normal wear and tear. For example, the red flex cable, which is located in the inner most part of the terminal, was torn in half. This cable is not easily torn, and must be subjected to intense misuse in order for it to sustain such damage. Furthermore, the outside of the terminal was separating, preventing the faceplate of the terminal from being able to reattach. This amount of damage indicates the terminal was more than likely dropped or misused. The box containing the terminal upon receipt back to NAB, however, had no visible damage which could have indicated possible damage during return shipping.
In conclusion, all fees assessed will remain effective, as do the terms and conditions of this Agreement.
Director of Customer Contacts
North American Bancard
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