Poor Customer Service

What are the best aspects of this product?

Secure payment card processing. However customer service is terrible. People are nice, but clueless and have zero visibility to other systems, and zero empowerment to make decisions.

What aspects are problematic or could work better?

Customer service could not find my account. It was incorrectly created with a different name. The fees are high for small businesses with low volume. When I processed my cancellation, I was still charged for 2 months of fees. I had to call 3 times to get the first month of fees refunded. I was told to call back later to get the 2nd month. When I called today, I was transferred 3 times, and spent 30 minutes on the phone to ultimately be told that my account was closed 4 years ago (incorrect). The time that I spent trying to get the fee refunded is actually 3 times the amount of the fee. The internal processes and teams needs to be connected to provide seamless customer service. Until then, this is not a viable product for small business.

What features/services would you like to see in future versions of this product?

Improved customer service and connected systems.

What specific problems in your company were solved by this product?

Payment Card Transactions. There are other products that are better suited for small business.

Are you a current user of this product?

No