North American Bancard Complaint - Fraudulent Practices Alert
TROY, MICHIGAN -- I have recently taken over the position as office manager at a real estate appraisal firm and was told by the person who had the position before me that the account with North American Bancard had been cancelled. Well, we are still being billed with the amounts being auto-debited from the company account. I have spoken with several people, including the original representative that helped to set up the account and they magically cannot find the cancellation information. I of course am unable to find our copies in the office as of today when I spent more than an hour on the phone, most of that time on hold, with NABC. Per the previous office manager, the account had been cancelled with no fees due to all the problems with not receiving payments for transactions, the fees being much higher than promised by the rep, etc. Now they seem to think that $980 is due from our office to cancel the account. I have called the number given on this site by NABC to speak with someone and gotten voicemail. When speaking with the original account representative earlier I asked for a supervisor and was transferred directly to voicemail, and of course the voicemail for the "Sales Manager" only states that it is the desk of the sales manager and doesn't give a name. If someone in a position of authority at NABC reads this, feel free to contact our office to help me resolve this, since I am unable to reach anyone directly by calling NABC. For reference, the last 6 of our merchant # is 151524. Otherwise, I am in the process of checking with our state resources regarding such shady practices and the resolutioni options available to our company. If anyone out there is considering NABC I would highly recommend that you stay local, maybe with your own bank if possible. That's what our office has done and that has been the best option.
Company Response on 8/20/2009:
August 18, 2009
NAB 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.
First and foremost, our apologies for any misunderstanding that you may have incurred.
We do have a 45 day guaranteed period and do honor that for our merchant's satisfaction. Your Merchant Account was opened on or about January 6, 2009. Our records indicate that the Merchant Account was signed with NAB, for a term of 36 months, upon which time the company agreed to all terms and conditions contained within the Agreement.
In regards to the fees that have been questioned, your individual Agreement will clearly list on page nine of the terms and conditions all the fees that may apply to your account.
In regards to the cancellation fee, Section 13 contained in the Terms and Conditions clearly states, “Any merchant who terminates this agreement prior to it's termination date is responsible for any and all monthly fees assessed under the Agreement for the remainder of the then existing term of the Agreement, including all minimum monthly fee commitments, which in no case shall be less than $295.00.”
Our records indicate that a call was made to our Customer Service Department on March 23, 2009 and at that time the caller was advised that canceling the Merchant Account would assess early termination fees in the amount of $1,155.00 and the caller stated they would call back. The next call was made on August 18, 2009 and you were advised that the Merchant Agreement terminates January 6, 2012 and that the early termination fees would be in the amount of $980.00, at that time there was a copy of the Merchant Agreement faxed for review.
If you can provide written confirmation that your Merchant account was supposed to have been closed with no fees, please forward that to Customer Service fax at 248-283-6260.
Should you have any questions regarding this response, please have your Merchant number ready and contact our Customer Service at 800-226-2273 Ext. 1300.
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