Lack of customer service when an overbilling issue is brought to their attention.
Written: Aug 21 '07
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Product Rating:
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Pros: They are trained well in saying "I apologize for that...".
Cons: No sense of Customer Service. Not responsible for their own systems.
The Bottom Line: Never rent a credit card terminal. Always buy one. And always watch your fees carefully. Make clear records on who you talk to and when.
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| jeanthemachine's Full Review: American Express Merchant Services |
After years of using an AmEx terminal for our credit card needs at this Bed and Breakfast I finally choose to change my credit card processor. I called AmEx to let them know so I would stop being billed $36.51/month for their terminal. They were to issue a call tag to have it picked up by FedEx or UPS. It was packed and picked up a couple days later. I thought we were done.
My monthly statement goes to our accountant so I didn't notice that we continued to get billed the $36.51/month. It came to our attention 3 months later. So I called AmEx, after 16 minutes with 2 of the wrong people I finally got to the right person. I thought a refund for the 3 months would be easy. NOT SO! They have no record that the terminal made it back to them SO they won't issue the refund. Now remember, they issued the call tag to have it picked up. It was their system that they now can't find a tracking number for and I get to PAY for that! And did I mention to you that it is an outdated machine -- it doesn't hyphenate the customer's credit card number.
And by the way, the 4 people that I did talk to apologized over 10 times cumulative. So they are soooo sorry but a refund is NOT possible unless they find the missing, outdated, unused terminal.
Frustrated,
Another small business manager that would rather not accept AmEx
Recommended:
No
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Epinions.com ID:
jeanthemachine
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Reviews written: 1
Trusted by: 0 members
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