Anybody dealt with 'PaymentSense' Merchant Co???

[hotel-man]

Can you also clarify that an 18 month deal on terminals means that they can walk away without any exit penalties to pay?

I'd quite like the answer to the previous Q too.

I had been offered rates by Lloyds TSB and had made contact with PaymentSense to see what their charges were.

It took them THREE WEEKS to respond to my enquiry through their website.

They offered me reasonable rates but were higher than Lloyds.

They promise to beat any rates so went away with details of the Lloyds deal.

That was FOUR DAYS AGO and I'm still waiting to hear back from PaymentSense. They did set me up with a demo account to see what it was like.

I'd love to go with them as I detest dealing with the major banks any more than I have to (and my pms software already has links set-up for PaymentSense so is easy to integrate).

Sadly, their customer service is letting them down and leaves me with one HUGE question mark over using them.

 

[BenKirkwood]

Hi Hotel-Man,

If you can send me a PM with your business details I'll look into this, what you describe is not acceptable to us - Please PM your details to me and I will have someone investigate fully.

thanks,
Ben (PaymentSense snr. Mgr)

 

[barry7281]

Can anyone help me. Trying to absorb all the caveats involved along with seemingly endless extra costs is a minefield.

I have a pos terminal, also two websites but also take quite a few orders over the phone from customers. Obviously the new rules from banks regarding card processing and data capture are making us all quiver with talk of massive fines (like businesses aren't having a tough enough time of it) and the more I look at options the more confused I'm becoming.

I was about to sign a new contract for an ecom merchant account with HSBC who are also my business bank but was put off by the legal frighteners on it. I've spoken to CharityClear and also Paymentsense who both seem to offer really good rates but a bit suspicious and worried I might find hidden extras after it's too late and signed in for 60 (yes) months.

If anyone can advise would be really appreciated

Hi there I can help you out with some advice how to get a new contract without needing to sign in for 60 month plus can help you with the new legal requirements just PM me.


Barry

 

[barry7281]

I'd quite like the answer to the previous Q too.

I had been offered rates by Lloyds TSB and had made contact with PaymentSense to see what their charges were.

It took them THREE WEEKS to respond to my enquiry through their website.

They offered me reasonable rates but were higher than Lloyds.

They promise to beat any rates so went away with details of the Lloyds deal.

That was FOUR DAYS AGO and I'm still waiting to hear back from PaymentSense. They did set me up with a demo account to see what it was like.

I'd love to go with them as I detest dealing with the major banks any more than I have to (and my pms software already has links set-up for PaymentSense so is easy to integrate).

Sadly, their customer service is letting them down and leaves me with one HUGE question mark over using them.

No problem if you detest working with major banks and you are looking for service I should be able to help you out with that. We are independent and operate in UK, USA and canada......... just PM m for more details


Barry

 

[CharityClear]

Can anyone help me. Trying to absorb all the caveats involved along with seemingly endless extra costs is a minefield.

I have a pos terminal, also two websites but also take quite a few orders over the phone from customers. Obviously the new rules from banks regarding card processing and data capture are making us all quiver with talk of massive fines (like businesses aren't having a tough enough time of it) and the more I look at options the more confused I'm becoming.

I was about to sign a new contract for an ecom merchant account with HSBC who are also my business bank but was put off by the legal frighteners on it. I've spoken to CharityClear and also Paymentsense who both seem to offer really good rates but a bit suspicious and worried I might find hidden extras after it's too late and signed in for 60 (yes) months.

If anyone can advise would be really appreciated

Just noticed this. For clarity, we have absolutley no hidden charges or set up fees above our quoted tariffs.

 

[CharityClear]

Can anyone help me. Trying to absorb all the caveats involved along with seemingly endless extra costs is a minefield.

I have a pos terminal, also two websites but also take quite a few orders over the phone from customers. Obviously the new rules from banks regarding card processing and data capture are making us all quiver with talk of massive fines (like businesses aren't having a tough enough time of it) and the more I look at options the more confused I'm becoming.

I was about to sign a new contract for an ecom merchant account with HSBC who are also my business bank but was put off by the legal frighteners on it. I've spoken to CharityClear and also Paymentsense who both seem to offer really good rates but a bit suspicious and worried I might find hidden extras after it's too late and signed in for 60 (yes) months.

If anyone can advise would be really appreciated

Just noticed this. For clarity, we have absolutely no hidden charges or set up fees above our quoted tariffs.

 

[gibby]

Ive just had a quote from Payment Sense and rather confused.

The rep said it was a 5 year contract for the card machine but the rates were far better than Streamline, who are messing us around at the moment.

The ecommerce package was only a 3 month contract with better rates than streamline but they want £200 upfront as a fee.

Ive got a few more quotes coming in and wondering who offers shorter contracts and good service?

 

[Ian Spielman]

We offer 12-18 months in ecommerce with her competitive rates. Our PDQ contracts range from 12-36 months.

Fidelitypayment.co.uk

Sent from my GT-I9100 using UK Business Forums

 

[TheGeekestLink]

I've had a few issues with PaymentServe at the moment. Their contract was extremely confusing but I thought it was all sorted before I signed as we spoke at length over the phone.

Of course, the confirmation email from that discussion never materialised so I have nothing but thin air (and a few vague emails) to show my concern, but they've been charging me 40 quid a month for apparently nothing, which is rather worrying, and I fear getting that money back will be next to impossible.

Overall, I'm unhappy because the invoicing system is complicated to the point that nothing's really very clear, so I never know what payment relates to what.

We'll see if I get any resolution on this today but what started as an e-commerce gateway has turned into a much more expensive venture, despite my efforts to keep the costs to exactly what were quoted to me originally.

 

[GPHO]

Seeing it from the company's point of view, I can see why they would devote resources to cutting their profit margins. It's to keep their valued customers. A few year ago, Vodafone called me to offer me a reduction in rates because they became aware their competitors' rates were dropping and they didn't want to lose theirs. They dropped my rates, I was a satisfied customer and am still using their services. Had I followed the advice to change without giving my existing supplier a chance to review I might well have ended paying more than I needed to be. It's not so dumb to be pro-active when your competitors' rates are falling.

 

[GPHO]

The customer will have one of two options, sign up for paymentsense or a similar provider on a long term contract (usually 4/5 years) Or call their current provider and see if they'll drop their rates. If the latter happens then they have the benefit of low rates and no tie in.

Let's not pretend, you, as a sales person are going in their doing them a favour. You're wrapping them up in a long term contract so don't expect any form of appreciation from a customer.

I'm afraid my experience was that the sales people avoided telling me how long the contract they were offering had to run and indeed took steps, I think, to distract me from finding out until it was too late and I had signed without looking in too much detail at the contract. A stupid mistake on my part, I admit, but it's easily done while the sales people are applying subtle pressure and giving assurances that it'll all turn out all right in the end. I would have been perfectly happy to keep with the rates I was paying to the old provider if I could have avoided a five year commitment. Now I have signed up to paying a total rental of at least twice the replacement value of the terminal. I never want to see the salesman who, as I see it, stitched me up in this way again. His mendacity has left with me with two providers, both of whom demand to be paid, for the next nine months. This is one PaymentSense customer who wishes he'd never heard of them.

 

[AndrewHam]

With regards to Paymentsense. I have attempted to comment on my take on their contracts, without commenting on their service as I was very upfront that I had not signed with them, but have seemingly been not allowed to on this forum both by them (paymentsense) and the forum moderator. Not sure how that works but so be it. I came across a company called independent merchant services who so far, fingers crossed, have proved to be fantastic in sorting out the minefield that is the merchant services industry. If they prove to be as good as they have been so far I shall be very very pleased and will comment further. I should state that I am in no way associated with them at all...

 

[japancool]

With regards to Paymentsense. I have attempted to comment on my take on their contracts, without commenting on their service as I was very upfront that I had not signed with them, but have seemingly been not allowed to on this forum both by them (paymentsense) and the forum moderator. Not sure how that works but so be it. I came across a company called independent merchant services who so far, fingers crossed, have proved to be fantastic in sorting out the minefield that is the merchant services industry. If they prove to be as good as they have been so far I shall be very very pleased and will comment further. I should state that I am in no way associated with them at all...

I'm sorry, are you saying the forum moderators have actively told you that you are not allowed to comment on PaymentSense?

 

[AndrewHam]

Hi Japancool, No, that is slightly exaggerated. I'm saying that I had experience of paymentsense contracts, in that I read it and found it to be extraordinarily, in my opinion at least, onerous to the consumer. And therefore I did not sign up with them. I make and made absolutely no comment on the service they may or may not provide as I have not experienced it though I did notice in their contract that they specifically stated that "time shall not be of the essence in the performance of the paymentsense services" which I , again in my opinion, thought left a great deal to be desired. I attempted to comment as such on this forum and was told by someone on here who appears to work for paymentsense (or is at least affiliated with them) that my comments were not eligible for publication as the policy of this forum was not for individuals who had had a bad experience with a particular company to sign up and slate them. I was equally told by them that I should not take my post not being published as in any way an attempt by the company in question to subdue my opinion. I was subsequently told the same (ie that one should not just sign up and slate a particular company) by a moderator of this forum but I found it very odd that I was first contacted by the company (or at least someone who appears to be affiliated with them) informing me that my, admittedly not flattering post, was to be rejected. Make of that what you will...

 

[japancool]

Hi Japancool, No, that is slightly exaggerated. I'm saying that I had experience of paymentsense contracts, in that I read it and found it to be extraordinarily, in my opinion at least, onerous to the consumer. And therefore I did not sign up with them. I make and made absolutely no comment on the service they may or may not provide as I have not experienced it though I did notice in their contract that they specifically stated that "time shall not be of the essence in the performance of the paymentsense services" which I , again in my opinion, thought left a great deal to be desired. I attempted to comment as such on this forum and was told by someone on here who appears to work for paymentsense (or is at least affiliated with them) that my comments were not eligible for publication as the policy of this forum was not for individuals who had had a bad experience with a particular company to sign up and slate them. I was equally told by them that I should not take my post not being published as in any way an attempt by the company in question to subdue my opinion. I was subsequently told the same (ie that one should not just sign up and slate a particular company) by a moderator of this forum but I found it very odd that I was first contacted by the company (or at least someone who appears to be affiliated with them) informing me that my, admittedly not flattering post, was to be rejected. Make of that what you will...

Fair enough.

I think I did see your comment about the "time not of the essence" in another thread.

 

[LMDServicesUK]

I'm saying that I had experience of paymentsense contracts, in that I read it and found it to be extraordinarily, in my opinion at least, onerous to the consumer. .

PaymentSense provides Business services to Businesses, we do not sell to end Consumers of any sort ?

We offer standard (up to 60 month) hardware leasing agreements, with no auto renewal clauses and at the end of the minimum term it becomes a rolling 30 day agreement.

If you are a Sole Trader or Partnership there is an early exit option after month 18 (subject to restocking and other fees).

Can you expand on what you mean by this comment ?

 

[mconridge]

We have PaymentSense terminals in four of our stores. Never had an issue, rates competitive, service fine, invoices easy to understand.

As with all contracts you need to read the small print, and there is a lot of it but that's normal these days unfortunately. If you read the small print and complete all correspondence via email then you can't really go wrong IMO.

 

[sytra]

If you are a Sole Trader or Partnership there is an early exit option after month 18 (subject to restocking and other fees).

we are looking at leaving Payment Sense after nearly 3 years, while the service has been OK but not brilliant, we don't have a shop anymore and only trade online so have no need for the card terminal. We have been making the rental payments month after month for the last year or so since the shop closed as we were told we couldn't get out of the contract!!

You say there is ways to escape the contract, please explain how much the fees are etc and how we go about exiting the contract. We do not want to be paying for the next 2 or 21/2 years for something we have no use of!

 

[LMDServicesUK]

Pls pm me and I will ring you later to see if I can help. Who do you use for your online shop merchant acc ?
Mark

 

[LMDServicesUK]

If you are a Sole Trader or Partnership you can legally cancel your contract with FDGL by giving them notice and paying the restocking fee which is £ 190 plus VAT.
There may be also be an FDMS Merchant account cancellation fee as well, but if you still need to keep an active Merchant account for your online Business it may be possible that you could seek agreement to transfer the account to your online business (although you might need to apply for a new account to replace the existing one).

As I have mentioned earlier please PM me and I will be happy to telephone you to discuss your possible options re this matter.

Mark

 

[timepiece]

NEVER, EVER, USE PAYMENT-SENSE !!!

Speaking as a business owner who has used their services for the past few years, I can tell you from experience, that their business model is short sighted, and in my opinion, dishonest.

They conned us into a 5 year contract on the rental of their machine. After we had written to cancel our contract and instructed them to take no further funds from our accounts they then went forward and withdrew funds (that my bank returned).

While you are using their services they are helpful and responsive but try questioning the rates they charge, or cancelling your contract and you will be met with the most dis-jointed, arrogant, pig-headed response possible.

We agreed to use THEIR services for 12 months.

Within the contract they hid the fact that the rental of the machine was a 5 year contract, with ANOTHER company.

What sensible human being would agree a contract with a service provider for 12 months , and at the same time agree to be tied to them, by default, by agreeing to an additional 5 year contract with a 3rd party?

As they have explained above, when you try to move "you can legally cancel your contract with FDGL by giving them notice and paying the restocking fee which is £ 190 plus VAT."

What they failed to mention is that they will also try to make you pay for the rental and services provided for the duration of your contract.

My advice is to stay well away from them, especially if you are a small business who does not have a dedicated legal team, because sooner or later, your going to need a solicitor if you ever try to terminate your contract early.

 

[mhall]

The famous "restocking fee"

I am biting it so much, my tongue will start bleeding.

 

[timepiece]

Ok, so an update on this fiasco. I decided just to take out the payment (no) scene terminal and went with another provider. I wrote to PS and told them that they no longer had permission to take money from my account and I cancelled the direct debits. They have continued to try and withdraw funds, and my bank continues to refund them. Its a pain to keep checking my account, but so far so good.

 

[BenKirkwood]

hi timepiece,

I'm a senior manager in PS, I've just dropped you a PM; clearly what you have said is of concern and I'm going to ensure your claims are investigated fully, do reply to my PM with the information I have asked for and I'll get this moving immediately.

Needless to say, we are not in the business of duping SMEs into contracts and I'm sure we can identify any issues that have broken this principle and resolve this to your satisfaction.

thanks,
Ben.

 

[Raw Rob]

Needless to say, we are not in the business of duping SMEs into contracts...

In that case, you better head over to this thread http://www.ukbusinessforums.co.uk/threads/paymentsense-lease-for-card-payment-terminal.326449/ and sort that one out too, because as an outside observer it looks like that is exactly what you are doing...

 

[BenKirkwood]

In that case, you better head over to this thread...

Already on the case; thankfully we have all the call recordings.

 

[Escape Vapourettes]

We have used them for almost a year now and found them to be very good.

 

[primed101]

Do not use payment sense

I cannot be more clearer than this because all they are interested in is getting you locked to a 5 year contract, and then your greviance will not be considered.

My story...

I contacted them and said i want a like for like service that we have with our current provider. Sales person promised it would be exactly the same. I sent a copy of my last statement, i send an invoice of a typical customer, just so that they understood our business. When i received the agreement, I queried the fact that there were qualifying charges and non qualifying charges. Sales rep assured me that for my profile it was the qualifying charges (EVEN EMAILED ME TO CONFIRM).

I was told that the contract was 18 months. I even queried this with the sales rep and yes, 18 month contract and you are then free to change provider.

Now if i am lying, check all the telephone recordings between me and the rep!

So guess what, I have now been told that our transactions are non qualifying because customer not present and so we are being charged the higher prices.

I have contacted them and explained that I suppiled everything that we required from the service we need. I have copies of emails to back that up and i have invited paymentsense to listen to the phone recordings also.

The upshot is that we needed a lower rate because as a business we are struggling with cash flow. We cannot afford these higher rates, which are higher than our existing rates. I would not be surprised if we have to go into administration at some stage with this being the straw that breaks the camels back.

I know that i signed the contract, but this was under constant pressure from the sales rep. I asked if i would get an original contract, they said yes, the hard copy would be the actual contract, but this just allows them to order a terminal. Wrong, this was the contract as I have now found out.

So after all this they still would not cancel the contract even though this has been mis sold.

This is real life story from a small business that has been well and truly shafted by a lying sales rep who is probably laughing all the way to the bank.

I have contacted my local MP, I am planning to write to rougue traders and other financial press. In 2014, this type of mis-selling should be stamped out.

I am not going to lie down and roll over. This is not over, I am happy to go to court over this.

YOU HAVE BEEN WARNED.

 

[kelvin1950]

You may want to contact @BenKirkwood on here.

 

[LMDServicesUK]

Dear Primed1012

Please send a PM re your experiences to my colleague Ben Kirkwood, and he will investigate your complaint on your behalf. He has already posted previously re this thread.

 

[primed101]

Dear Primed1012

Please send a PM re your experiences to my colleague Ben Kirkwood, and he will investigate your complaint on your behalf. He has already posted previously re this thread.

Thank you. Have sent PM.

 

[timepiece]

Just had a call from a rather frustrated employee of First Data Global Leasing, who goes by the name of Chris. He tried to inform me about the various issues I will face for breaking my "contract", although as he admitted, on a recorded call, the "contract" was sold by Payment Sence, not FDGL. It seems this drama will go on and on, as he informed me that these issues have been tested in court to their satisfaction. Lets see how they get on with this one as I have every communication logged and recorded !

 

[LMDServicesUK]

In our case the terminal lease will always be with a Third Party leasing company as Paymentsense are an ISO (in this case FDGL), for up to 5 years, which would have been clearly indicated on the front page of the FDGL lease agreement that you signed.

There will also been abn FDMS application/agreement that you also signed for your Merchant services element.

PS do not and cannot offer a 12m lease as FDGL (our terminal leasing partner) do not offer such an option.

The lease would have been one of a number of legal agreements that you were invited to review and sign at the time you prepared your application to Paymentsense.

I understand that you are aggrieved that you thought you were signing up for a 12 m contract, but as we cannot offer such a contract period, why did you proceed to sign a lease for 60 months, or at the very least not query it with the PS rep you were dealing with, before you signed the contract and submitted your application to us ?

I know that one of our Managers Ben Kirkwood is already reviewing your case, so he may be able to advise you as to progress with regards your concern over the lease length.

 

[timepiece]

Mark, please do not add insult to injury. While I can understand you wanting to defend your company, what you have just written makes you look as dishonest as the rest of them. Remember, there are MANY members of this forum who had the same experience as myself. I am looking at the paperwork that I received right now, and it clearly states that my contract length with payment (non)sense is 12 months. The internet is awash with small business owners, who like myself, feel conned by your company. As someone who is a past chairperson of my local chamber of commerce, you can believe me when I tell you, that you, and those who work for your company, have shown yourselves to be, in my opinion, disreputable and dishonest. But we, the small business owners, will have the last laugh. Try typing into your favorite search engine "payment sense review" and see what comes up. In a previous life I owned a web design and marketing company. Hopefully this thread, or one like it, will stay at the top of those all important rankings for a very long time . A lot longer than your lease period, that's for sure

 

[LMDServicesUK]

Yes, the Internet is awash with Good and Bad reviews about PS, and also every other Card Payment Services provider out there ! Its the Internet so anyone can say anything good or bad.

The issue is that you signed a series of contracts with PS, FDGL and FDMS, as part of the application process (either by hard copy or electronically ) and you would have been ( if by e-sig immediately ) sent copies of the signed agreements you had signed, so if you were not sure about anything, why did you not query it at the time ?

I do however make this point time and time again on this Forum, check you understand what you are agreeing to before you sign, and if the terminal lease period is too long then walk away.

I am not a Paymentsense employee, however I am happy to represent them on this Forum based on my experience as an Independent Business specialising in providing Business services to small businesses, of whom I have many many satisfied customers.

Please do not accuse me of Dishonesty, as you do not know me, or my reputation as developed on this forum, if PS get it wrong they will admit to it, and I also have done so when I have made errors.

We have over 32K live merchants, so sometimes we do get it wrong, but we address those grievances where a Merchant has had a genuine issue with us, or where we have inadvertently caused them issues.

Like I said your case is being investigated, and perhaps you should comment on the response you have had with regards to those investigations if you feel that you are being unfairly treated by PaymentSense, rather than complaining on this forum about signing a contract that suddenly you decide you no longer want to be bound by ?

Turn it around, for example if you signed a contract with say Vodafone for a contracted period (say 24 months) and then decide after 12 m you do not want to stay in that contract, what do you think they would say to you ?

 

[timepiece]

I am not about to get into a long winded debate with someone who "does not work for payment sense", although I question that statement given that you use their logo as your profile image. However I would guess your association with their organisation earns you some type of commission or reward. The OP asked for the experiences of those who have dealt with them, and that he got. But to answer your question, I signed a contract based on assurances that their representative gave me. I signed a contract based on the fact that I trusted their organisation enough to handle my companies financial transactions. You can turn it around and twist it as much as you want, Payment Sense offered me a service based on a 12 month contract. Hidden within that 12 month contract was an additional contract forcing me to hire a terminal for 5 years or face a hefty restocking fee and a termination penalty. Yes, I was foolish not to read the small print, hidden within realms and realms of electronic data. And, yes, whatever way you look at it, Payment Sense, and their sister company First Data acted in an incredibly underhanded, and some might say, dishonest manner. Oh, before I forget, your previous post stated that First Data do not offer a 12 month lease. Again that's complete lies. If you do "represent but not work for them", you should know that their website states...

• Are varied terminal lease times available?
• Yes - terminal lease periods are available for terms ranging from 12 to 48 months.

 

[LMDServicesUK]

Hi Timepiece like I said, what have PS actually said to you re your issues ?

I also am happy to draw this dialogue to a conclusion, but with a few more clear facts to prevent further lack of clarity re the matters you have raised.

Paymentsense only offers leases for 36, 48 or 60 months ( leases through other ISO's may vary). No other terms are available for a physical terminal agreement from PS.

PS does not and never has offered a 12m lease option through FDGL or any other Leasing company.

PS are not a sister company of First Data, rather they act as a Reseller along with other ISO's for First Data Corporation. First Data also trades in the UK as FDMS in their own right, which is whose website I presume you are quoting your facts from.

First Data has both a Direct sales channel (FDMS) and multiple other ISO's that it resells its services, through and each one will have its own offerings re Terminal lease length.

I act as an agent of PS reselling their Card processing and other related services and am very happy to do so based on the way that I see our Merchants are managed on a day to day basis.

My personal integrity is very important to me and if I thought that an Organisation that I act as an Agent of, was knowingly mis selling, I would terminate my relationship with them whatever the cost to my Business.

I trust that once you have reached a conclusion to your contractual issues with PS & FDGL, you will be happy to post the outcome on the forum in due course.

 

[timepiece]

You certainly seem polished and plausible in your defense of Payment Sense, and your latest reply makes a bit more, sense...

So you, and others, sell merchant services, on a commission basis, while not actually employed by the company. Much in the same was as double glazing or insurance sales people operate.

Had I know that the organisation I was trusting with my clients data operated in such a manner I may have studied the many pages of small print just a bit closer.

I can accept that the person who sold me the product may not have worked for Payment Sense, and that he may not be a true representation of all their agents, but as you will see on this and other forums, many small business owners are having the same experience with the same company, so perhaps its time you did terminate your relationship with them, because myself and my family have been in business for over 100 years, and to date, this is the most underhanded trading tactics I have ever experienced.

While the gentleman I spoke with today also seemed extremely processional, his guarded threats and mention of court cases proved that the organisation that encompasses PS, FDGL & FDMS really are quite a nasty bunch.

 

[kelvin1950]

Best answer would be to post a link to where it does or doesn't say they offer 12 month contracts.

 

[timepiece]

I cannot post links, but its on their site, from home page, scroll down and you will see a link to FAQ. firstdatams is their uk address.

I note it makes no mention of a five years lease