Company Response on 3/17/2009:
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.
In regards to the fees that have been questioned, your individual Agreement will clearly list on page two of the terms and conditions all the fees that may apply to your account. Page two also lists the rates that will apply to every transaction run through your terminal.
Our records indicate that you contacted us on March 13, 2009 and we advised you that you needed to speak to one of our Senior Representatives at Ext. 1400 for further assistance with any debits to your account.
Section 5 Payment and Fees state, “Merchant agrees to pay and Merchant's account(s) will be charged for the discount, fees, and other charges described in this Agreement. Merchant also agrees to pay and Merchant’s account(s) will be debited for all fees, arbitration fees, fines, penalties, etc. charged by the card associations or network organizations on account of Merchant’s processing hereunder.” Our records show that we have not been able to collect Monthly Fees since January 2009.
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.
Should you have any questions regarding this response, please have your Merchant number ready and contact our Customer Service Department at 800-226-2273 Ext.1300, so that your specific situation may be properly researched and addressed.