Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/23/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Around the date of August 15, *************************************************************************************** **** so I attempted to call one of the Reverse My Fees agents and I didnt receive a call or text back so then I called merchant services and they said that my account had been closed and I said that I didnt know anything about my account being close and they gave me the name of my agent which was a completely different name than the person I have been contacting so I attempted to contact this person and they did not call me back then this morning I received a text saying that my account has been closed because of not having $5000 worth of charges a month. I did not receive any warning and I dont have a contract that says that I have to have a certain amount of charges per month to stay active. My account was closed without any warning or explanation before hand. One of the reasons I selected this company is because they advertise that you would pay a flat fee for the machine and then I would no longer have to pay credit card fees now this person is telling me that I can use the machine with another company that I would have to pay additional fees to be able to do this I feel like this is false advertisement and I would like a refund for the cost of the machine

  

  Business Response

  Date: 09/21/2022

  At Reverse My Fees customer satisfaction and the needs of our merchants are prioritized first and foremost.  With more than ***** merchants and over six years in business, 4 of those accredited with the Better Business Bureau, and no previous complaints filed this should be evident.  It is our policy to never lock our merchants into any contracts or apply any early termination fees, meaning a customer could cancel a week after signing up with us with absolutely no penalties.  But we also reserve the right to close a merchant account should their processing volume fall far below the recommended amount.  We maintained the complaintant's account for over two years (8/7/20 - 8/16/22), and during this time RMF paid every month for the merchant to process because the volume was not sufficient to cover the account expenses.  On top of this, three days before Christmas, when the rep was on vacation he took the time to bring the merchant a new terminal to replace the one she purchased that had broken.  This was done for them free of charge.  It takes a minimum of $5000 monthly processing for an account to hit the break even point.  Anything below this and our company pays the processing fees.  This account averaged $365.72 a month for the entire year of 2021 costing our company many hundreds of dollars over the course of their processing.  In most cases this is addressed within 6 months but we allowed the merchant over 2 years.  While we strive for 100% customer satisfaction and go out of our way to help our merchants in any way possible, it is unfeasible to carry negative accounts for years on end.