Retail Merchant Services Reviews & Complaints

Having seen so much anecdotal evidence of RMS mis-selling I was determined to tell my story. Having been quoted clear rates the actual rates were not charged as quoted . Furthermore a host of communication issues and 2 significant interruptions to service to my business made me walk away after 5 months of my 36 month contract. They sent me a £2300 Court claim and I was livid. At the 11th hour they drop the case 14 days before my day in court. Because I made a counterclaim for £1450 I opted to continue to my court date. Many previous victims of RMS had clearly caved in by the fear of a court hearing and even paid them some of their filthy cancellation charges. Yesterday 18/11 I had my day in court , RMS did not attend and the Judge found in my favour and awarded me over £600. Highly recommend any other businesses taking RMS to court if you consider their poor service has cost you money.

They are a very bad business to go with stay far away .Did not get card machine but still had to pay rental every 3 months

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-Phillip

Absolute disgraceful company. Do not sign up with them. I signed up with them November 2018 – the card machine has never worked properly. We’ve had new battery sent, troubleshooting done and it still freezes at least 5 times a day. Now, April 2019, they’ve decided we need a new machine as this one is broken – unfortunately they can get it to us for 7 days….so it’s just tough luck that our machine doesn’t work meanwhile.
Be warned – stay away from this lot – they are useless.

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-Phillip

cancelled my service with them today after being with them for years they let me down numerous times with faulty equipment, when I rang to complain they black mailed me with early cancelation fee‘s and their suggestion was get a better machine by signing up for a further 12 months as this was an old model prone to problems, I refused so they sent me a replacement handset (a used one) needless to say this was a disaster, and this by the way was NOT the first replacement machine I received, they have no respect for customers and god help you if you have to call customer care as I was on to them for over 2 hours one day and if a call drops they will never return a call, completely un satisfied. 0 stars it should be

From The Editor
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Fortunately I’m one of the lucky ones who managed to get out of my contract early on however I still read the reviews and horror stories and can’t believe that this company continues to treat people like this. From my own research I’m not aware of a single case where RMS have taken a customer to court so treat any threat with the contempt it deserves – they are simply bullies. Stick to your guns and work on the basis that the contract was mis-sold to you. Don’t attempt to speak to anyone at RMS by telephone and don’t bother with emails. Demand that all correspondence is in writing and make sure you send letters to them by Recorded Delivery. Copy in all correspondence to the actual card provider, in my case Elavon, and also copy in your local Trading Standards office and Milton Keynes Trading Standards.
The effort is worth it – believe me.
Good luck.

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I rang and advised the RMS that the partnership is was in had come a difficult end and the other partner wished to carry on nothing was said to me about putting in writing so I though all was ok, over a year later I get a phone saying my case was going to court that day !
they had been sending the demand letters to the old address and the old partner had been throwing them away as my name was on the demand trying to get my in deeper trouble .
I tried to get me to pay over £700 but i got it down to £350 which i cannot afford ,after a long conversation
Is there anything I can do or they will just keep doing this , there must someone who regulates these people, the rep told a complete pack of lies re cancellation fees…

Seems these reps do the rounds, i got tied in to all sorts , decided this year enough was enough, i found a replacement company, first data, they have been great from day one,
The same CAN NOT be said for RMS

When i emailed them 12 times stating that i no longer require their services, they ignored each email but continued to call / harass me every day, even though i stated in the email i will not speak to them on the phone as conversations arent recorded.

I sent the terminal back by recorded post and within 10 days i had a really rude and unprofessional letter in the post demanding
£580.00+vat…jog on RMS!

Someone did catch me off guard but asked me to email her personally with my list of issues and reasons why i think i should leave RMS without fee,

Ill copy and paste my email at the end.
I did email her, had no response, i also send a first class signed for letter to RMS, again no form of contact has been made atall.

Its all one big con for the reps. all they are interested in is reeling off any old rubbish to make it sound appealing, they workl on commission only so will say anything to get a sale! Its really poor practice.

Anyway, today i received a call from elevon, i had previously emailed them to keep them in the loop with the situation and inform them that i would no longer be requiring their services as i was getting rid of RMS, they told me i would need a to pay the minimum monthly fee for the remainder of the term, i refused this and sent them a copy of the email which i sent to RMS bullet pointing the main problems i have had, they called today and told me my account was closed with no fees to pay. Just goes to show that even they know what RMS are trying to do is wrong.

This is the email / letter i am awaiting a response to:

Hi Blaire,

Ill just bullet point the issues and problems ive had , easier than going on to a lengthy email

Signed up with RMS 1/12/16 for what i was told was 12 months, Machine wasn’t received until 2nd week of Jan,even then i had to ring up and email to ask where it was, even though i had been told i would have received it by 12/12/16. This information was given to me by Danielle Mosley whom i tried to contact in excess of 10 times, each time i failed.
When the Machine did turn up i wasn’t aware it was plug and play , i wasn’t up and running until 10/1/16. By this point i had asked to cancel the contract but was told no.
Danielle Mosley told me that i would be entering into a 12 month contract and she would ensure this was done for me..
Danielle did not once inform me of any cancellation fees or show/send me any paperwork or “contracts” or did she explain ALL of the hidden charges i had to sign an iPad once whilst she was here, was not offered to read anything whilst the rep was there at any point.
I did not sign and agree to a 36 month contract or your cancellation charges or the other hidden fees which are hidden
i did not have Elevon mentioned to me at any point during the meeting
Never would i have entered into a 36 month contract with anyone for anything so i can guarantee you that i have not seen or signed any such document,
I received a bill from RMS and was initially charged for December 16 even though i had no terminal to use.
26/1/16 Elevon called to say i was not set up correctly for mail order business, seems Danielle hadn’t listen to a word id said when signing me up she just wanted the commission as she initially had me down as just face to face payments, i could not have been clearer when telling her i was a mail order based company. I was confused as to who Elevon were, i’d never heard of the company !
Danielle told me i would have any card payments taken in my bank the same day and that this service was free of charge, she did not set up my account for this. When i questioned it i was told i would have to pay for that feature through elevon.
3/3/17 i told RMS i felt i had no option but to leave. This outlines that problems have been there from day one.
Often i find myself forwarding the same message a number of times, more often than not i was not getting a response and then had to resort to a phone call which i hated do as it is hard to prove what conversation took place. Proof of all emails can be provided.
10/4/17 i asked for the terminal to be collected as there was still misunderstandings with the bills and sent a lengthy email stating why i feel i should leave as i had been mislead.
24/4/17 again i asked to cancel my account as Elevon wouldn’t release my money for over 7 days
24/4/17 was told that i could cancel with 30 days and: “As per the terms and conditions of your Retail Merchant Services Membership agreement the cancellation fee is the remaining months membership of your 36 month term, plus a standard cancellation fee of £100 and a terminal refurbishment fee of £80.00 all plus VAT. This was all news to me.

06/07/17 Yet another surprise fee…Receive a letter informing me i am being billed for PCI compliance, Danielle did tell me this was another item included in my fees (£9.95 a month), not once did she mention i would have to pay for it
Emailed 6/12/17 stating i no longer wish to pay RMS for any services or use the equipment and that i would like my contract cancelled, i sent 12 emails with no response
in a nutshell this “contract “was completely misold to me and breached, there were various hidden charges along the way and it seems im not the only victim. I struggle to believe that Danielle Mosley is capable of speaking one word of truth. Im happy to have a meeting with her if she would like to dispute any of this, however I suspect she has now left the company.

The way i see it and an also citizens advice and trading standards see it is that this isn’t in line with the “Supply of goods and services act 1982”

There is probably more which i have missed out these are just the ones that i remember, i am happy to send the 50+ emails of correspondence i have with RMS over to you but thats time consuming for both of us.

In a nutshell i have definitely been misold the service , i was mislead by Danielle Mosley who clearly only had one thing on her mind…commission,i was NOT shown any paper work nor was any forwarded on at any point, all i received was bills. She lied through her teeth to get commission, i do wonder how many other unfortunate companies have fallen victim to RMS.
I will not be bullied into paying the fees requested, very rudely made i add,

Please respond to this email confirming that the case is now closed, i do belive there will be no need for further investigation. Unless of course RMS thinks otherwise, i will be happy to post all forms of evidence iv’e put together,

I really do wish that i didn’t have the misfortune of encountering Danielle Mosley & RMS, They certainly made running a business a lot more difficult than i ever anticipated.

I was visited by a salesman in May 2017 and he said that the cost would be much lower than my current terminal supplier.i agreed to the terminal and signed the contract. Two months later still no word of the terminal so I emailed the salesman who said he would be coming to install the terminal soon.Early August he came and tried to install the terminal but the address print out on the paper was incorrect .he said he would contact his office and return the following week.By this time a second terminal had been delivered which was not requested. Two days later before he returned and before the Shop terminal was installed I received two invoices for two contracts dating back to May. I contacted the salesman and he said he would look into it but never did and never returned to fix the terminal. I eventually said please cancel the contract and collect your terminals ,I received an email saying they wanted to return the money they had taken for the time I was without a terminal but still nothing.i also asked them twice to come and collect there terminals. Now they are billing me for 1100 pounds for contract termination and threatening to charge me 500 pounds for the unreturned terminals .the service they supplied was never in operation and was never working so why am I being billed for something that never worked .Every time I call I just get passed onto different people who do not seem to be communicating with each other. I have several emails backing up my story but still nobody seems to read them. I received a letter on Nov 11 saying that if I did not return the two terminals I would be getting billed 500 pounds for each one ,I have requested them to take the terminals back twice ,one reply emai dated August 29 to Steve ,but still they say I have not responded.

we were once a customer of RETAIL MERCHANT SERVICES we cancelled it over two years ago in writing, Email and fax only to find that that had reinstated the direct debit and started taken payments again every three months by simply changing the last number on our previous merchant number when i spoke to them yesterday they said that they had not received our letter of cancellation and they do not except email or fax as way termination when i said they had not informed me of this they said that they emailed me to which i replied i to do not except emails all direct debits have been cancelled again we shall see what happens we are now in the process of trying to get a refund as they do not do anything they say when they sign you up they are nothing short of a bunch of thieving robbing bastards and would not know the truth if it bit them on the arse so if any one out there is thinking of going with this company need to seek profesional help fast and try any other card provider now going to send a letter to the CEO OF THIS company

I switched from Streamline to RMS 3 years ago. I was never told about the quarterly membership fee by the VERY pushy salesman. I have just sold my business so no longer need a card machine. I was told to give 30 days notice, which I did & have now received an invoice for a cancellation fee of £511.20. I’m absolutely gutted!!

Have just contacted them to tell them we are terminating our contract to move somewhere else as Elavon are putting their charges up. After she asked us to stay because they can match what our new supplier can offer she then told me about the cancellation fee when i said no. £180, We were out of contract after 36 months in Oct 16. Have told them they have got no chance. The Rep told us, as is the usual thread on here that there would be no fees attached & in any case we are out of contract. will await to see what they do next. Are they seriously suggesting that they and Elavon can just keep putting charges up and you have no option to move away without a fee.. I think not !!

Keep well away from this company! The commission based sales rep never mentioned a £180.00 plus VAT cancellation fee, which I have just been billed after cancelling them after 3 plus years. It is a disgrace and they should not be allowed to trade on this basis.

The worst company I’ve ever come across
Crooks high rates of fees hidden charges and they lie to you when you are signing up. Told contract was 2yrs turned out to be 3 two separate contracts one with elavon and one with them. Low rental high auth and transaction charges. Why trading standards doesn’t investigate them is beyond me net is filled with complaints about them

WOULD NOT RECOMEND!!!!Threatned to cut me off today because i didnt bring my payment up to date .will be taking business elsewhere now ! Discusted with there attitude on the phone,!

Do not sign up with RMS!
They will promise you everything before you sign up and then deliver nothing but the basics services, at inflated prices.
There is no customer support or communication, you will be left on your own to figure things out e.g. compliance.
As well, your contract will roll over without them giving you any notice and you will have to pay s cancellation fee plus a refurbishment cost for each terminal…what a ripoff.
There are much better companies out there with better rates and far superior support.

Absolutely disgusted with this company. I even told them to f#$k off on the phone. My business has collapsed after 2 1/2 years of trading. I called them to cancel my card facilties. They told me I have to pay over £500 to cancel it. With what money, that’s why I want to cancel as there is no money and business left. I wasn’t told on the beginning about this cancellation charge. Bloody rediculous. They’ve had enough from me every month with their commission and charges. I lost money taking card payments rather than sticking to cash based. So the end to this story is they won’t cancel my facilties until I pay, which I can’t..so what am I to do. Thanks a lot RMS and Elavon, you really know your customers!