North American Bancard Complaint - Worst Company Ever, Service Does Not Work, Zero Customer Service Do Not Use Them!!
NEW YORK -- I just read all of the negative reviews of North American Bancard and have to add our experience. As a small business, we lost so much money and hours of frustration working with them. the processer they sent was "not compatible" with our systems, we were given a # for touchtone to process over the phone. We did this for months, calling in every sale and writing down the code that it went through. We received summary statements every month, not breaking out each transaction. A customer called to ask why her card wasn't charge a month before, we showed that it had been. Turns out, the phone service randomly didn't always process the sales. In a batch of say 20 sales, 2 or 3 might not actually complete and put money to our account. We would have no way of knowing this, except for that call. We then went through every month and daily reports, which the company faxed to us. We found many instances of this happening, but it was 3-6 months previously. We lost thousands of dollars in sales.
When we called to resolve this w/NBA, they basically said too bad. There was no # to call for the touchtone service. Finally they agreed to let us out of the contract, if we notified them in writing, for $250 instead of $35/month. Which I still thought was ridiculous since they did not provide the service they were supposed to! We sent letters and faxed them to cancel the service. Still we were charged $35/month. The letters were "not received", or we were told to fax it to a different number. Completely getting the rn-around. Not how you need to spend your time when running a small business.
Please, learn from our mistake and do not do business with this company under any circumstances. We pay more to process now through a legitimate, reputable bank.
Company Response on 10/30/2008:
North American Bancard works very diligently to resolve all customer issues and complaints. Since our inception in 1992, we have worked with over 125,000 merchants of all sizes and levels of complexity. We provide a high level of service and support to our customers, as is evidenced by the low number of complaints we handle. Occasionally we, like any other large company, may make a mistake or mishandle an issue. When these are brought to our attention we resolve them to the best of our ability. Our 250+ employees work hard every day to make doing business with NAB a pleasure for our merchants and stakeholders, all we ask is the opportunity to recover well.
NAB would like to apologize for any unsatisfactory service related issues you have experienced and would like to take the opportunity to discuss this matter further. Please have your Merchant Account number ready, and contact our Customer Service Department at 800-226-2273, extension 1300 so that your specific situation may be properly researched and addressed.
In regards to the fees that have been questioned, your individual Agreement will clearly list all the fees that may apply to your account. Within the terms and condition of the Merchant Agreement, it will clearly state the length of the agreement that you may have with NAB. NAB will not close out a Merchant Account until written request is received to close account.
Within the Terms and Condition, Section 5 of the Terms and Conditions clearly states, “Merchant agrees to pay and Merchant's account(s) will be charged for the discount, fees, and other charges described in this Agreement.”
Unfortunately enough information was not provided for us to accurately determine your specific Merchant Account. If your account was incorrectly debited, or you believe your fees have been inadequately advised, then we would need specific information in order to properly address the concerns or correct any errors.
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