North American Bancard Complaint - Deceptive Practices, Rude Customer Service
Resolution Update on 03/02/2009:
I was finally let out of the contract and recieved a refund of the PCI fee. See my review for details of the hoops I had to jump through.
PENSACOLA, FLORIDA -- I'm having the same types of problems as the other reviewers. We signed up with this company because it sounded like a good deal and came recommended from a good friend. The salesperson told us the fee was $5 a month. Imagine our surprise when there is an additional fee of $25 if you don't use the terminal (charges for credit card transactions are subtracted from this fee, you still have to have over $1000 in transactions to eliminate it). After being treated rudely by customer service I double checked our contract. This fee is listed on the application (not the contract) as "Other fees (if applicable)" Our sales representative never mentioned any of these fees to us and we (naively, I suppose) assumed that they did not apply because we were not told of them.
I complained to the sales rep, who insisted he told us (he did NOT) and I pointed out that our total sales volume (of which credit cards are a small part, we are mostly a cash business) was less than $1000 a month and we would never be able to cover this fee. It turns out that he had changed that number to $10,000. Both he and customer service have ignored our complaints. And now there is this mysterious PCI fee that is NOT in the contract and is poorly explained. The one notification we got of this fee had a vague and confusing explanation. From reading the responses from the company it sounds like we are required to go to some website and do something? This is not explained at all in the bill, so even if this was a legitimate charge, if I hadn't read these reviews I would not be in compliance.
I have tried calling and can't get through or get a call back, apparently I'm not the only one that thinks this is a ripoff. OK - finally got through and they are trying to tell me that MC/VISA charged them $319 for each merchant to be compliant, and they very kindly only charged me $79. The problem with that is that the bill says Mcafee charged them for this (rep had no answer for that). Also, if you look at the bottom of the page that they tell you to go to so you can fill out a questionnaire (that costs $319?!!!) it says on the bottom - this is copied directly: North American Bancard is proud to partner with McAfee®, the security expert, to offer you full access to McAfee® PCI Compliance Service at NO CHARGE through December 2009. And, if you are happy with the service, renew for the second year for only $99, a $220 discount on the retail price of $319 per year.
I asked the representative how $79 dollars was NO CHARGE and she said, and I quote "there is no charge to you because we have already paid the charge" I said, but you are charging me $79, how is that no charge? She said other merchants have had that complaint and all she could tell me was that I have to be compliant and the charge is non-refundable. Pay attention North American Bancard: You will be hearing from my lawyer. And how dare you pull such a sleazy trick right now when so many people are struggling to keep jobs and homes? I will be spending a lot of time on the internet finding ways to warn people away from you.
Carol Claypool, Gifts A Plenti
*****Edited to add my results******
If I had been satisfied with the response I got I would have marked this as resolved and left it at that. However, I continued to get the runaround from this company after filing a complaint with the BBB that they are a member of. They sent another form letter that did not address my complaint and it was even photocopied with another customers name on it! After I responded that I was not satisfied with their response they finally offered to sever my contract without penalty and refund the PCI fee. They only gave us 10 days to return the equipment and only contacted us through email via the BBB website, so if you try this make sure you keep up with it! I just wanted to let everyone know that you can get out of this - you just have to complain to the right people and keep complaining. They are losing their standing in the BBB because of numerous complaints so they will actually try (not very hard) to make you happy and keep their standing. I hope this helps everyone and a word of advice to NAB - if you had dealt fairly and politely with be to begin with you would not have lost a customer. I would have been happy to keep the contract with the original $5 a month fee plus a percentage of sales. It was you who pushed things as far as a cancellation. You should look to your sales practices and customer service if you want to stop these complaints.