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:01/03/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  We used their service for about 5 years and its expensive but dependable they got the job done. The problem came when we canceled the service they had ever changing requirements to cancel our account first we were told to sign and email the forms then they said these wouldn't work we ended up faxing the docs and we were told the account was now closed a couple of months later they told us the account was never closed because they didn't receive the fax it turned out they lost them so we sent pictures of the fax and proof of service a couple of months went by and then they contacted us and they hadn't closed our account because we didn't provide the emailed docs that they had rejected earlier and they hadn't closed the account so now it turns out they had been taking money from our bank account totaling over $300 and they refuse to refund any of it.

  

  Business Response

  Date: 01/25/2023

  The Merchant first contacted us about closing their account back in June of 2022. This is our first complaint about account closure in 33 years. For the merchant's protection, our bank requires a signed "Closure Form" to close any merchant account. This protects the Merchant against someone shutting off their merchant account who does not have the authority to make that decision. We E-Mailed the merchant the Account Closure Form every time they called. It never was signed and returned. They would wait another month and call us again. We kept explaining that the bank requires the Signed Account Closure Form. Then the merchant started telling us they were having a problem with their E-Mail account, and it might take a day or two for us to get the Signed Form back to us. Then they would call threatening us because their account wasn't closed. We would repeat that the processing bank requires the signed closure form. We even told them we would refund their monthly back to June when they first requested ETI to close their account. Our payment gateway received a closure form in July of 2022, but ETI never received the Merchant Account Closure Form. It's two different companies. We had decided to break Bank protocol and close the Merchant Account on December 12th, 2022. The Fees charged from June of 2022 through December of 2022 total $209.40 This amount was bank wired to the Merchants Checking Account on January 24th. I don't feel ETI did anything wrong. We explained many times we needed this form, and it was never sent. We process for thousands of Merchants and have never had this complaint. The bank has this rule to protect the Merchant. We try very hard to make everyone happy. But we have to follow the rules too. This is an unfortunate situation. I hope it is resolved now.

  Customer Answer

  Date: 01/26/2023

   
  Complaint: 18679516
  
  I am rejecting this response because:

    This business has not offered me any resolution so accepting it is not possible as a matter of fact they have never shown any interest in working this out.  We followed the instructions they gave us to close the account we were told requests to close the account was not possible by email we were told by **** that had to be done by fax so we returned the documents signed and transmitted by fax. After we sent these documents we contacted them by email and phone to confirm everything was ok but they didn't respond.

   After a month they contacted us saying they hadn't closed the account because they never received the signed documents from us by fax and after dozens of phone calls and emails trying to resolve this and we sent them copies of the faxed documents showing when the fax were sent and dated confirmation that they had received them. At this point they admitted they did have required fax from us but they had lost them we hoped this was true and they hadn't simply come up with another a excuse to continue to bill us on our closed account

   The complete chain of events to try and close our account is far too much information to record here it has been over a span of 6 months and well over a total of 100 emails and phone calls it seems ETI has committed any and all of their resources to not resolve this very simple transaction.

   

   
  
  ***************************

  Customer Answer

  Date: 02/01/2023

  This complaint has been resolved  18679516
  Please remove it for me