Company Response on 3/9/2011:
March 9, 2011
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 I would like to apologize for any unsatisfactory service that you have received in conjunction with your Merchant Account. If you feel that your account was incorrectly debited, or your fees have been inadequately advised, then we would need specific information in order to properly address the concerns or correct any errors.
In regards to fees that are being assessed, the fees charged on merchant accounts would be consistent with the individual's Pricing Schedule within the Terms and Conditions of the signed application. If any new programs are added, you will always receive a message on your Monthly Statements at least thirty days prior to the program launch.
In regards to the PCI fee, every merchant was advised through the monthly statement the month prior to being billed. PCI Data Security Standard was created to offer an additional level of protection for consumers by ensuring that merchants meet minimum levels of security when they store, process and transmit cardholder data and applies to all service providers and merchants that accept credit cards regardless of size or acceptance method and it is a fee that is can not be waived.
Please contact me directly at 248-283-6059 so that we can speak in more detail, and to ensure all your concerns are properly researched and addressed.