A North American Bancard Subsidiary
Total Merchant Services is a mid-size merchant account provider that appears to have entered the credit card processing industry in 1996. Although Total Merchant Services serves its merchant customers directly, the company uses Global Payments for its actual card processing services. In May 2017, Total Merchant Services was fully acquired by North American Bancard. Total Merchant Services also offers point-of-sale hardware and software under the name Groovv.
Total Merchant Services Location and Ownership
The company is a registered ISO/MSP of Wells Fargo Bank, N.A., Walnut Creek, California, with corporate headquarters located at 21650 Oxnard St Ste 1200, Woodland Hills, California 91367-7814. Joe Kaplan is the CEO of Total Merchant Services.
Total Merchant Services Review Table of Contents
- Costs & Contract: Total Merchant Services appears to offer a three-year contract through Global Payments that may or may not include an early termination fee of $295.
- Complaints & Service: Total Merchant Services has received more than 100 public complaints.
- BBB Rating: Total Merchant Services has an “A+” rating and has received 47 complaints and 18 reviews in the last 3 years. The company has been accredited by the Better Business Bureau since 2013.
- Sales & Marketing: Total Merchant Services hires independent sales agents and has received a moderate-to-high number of complaints about its sales practices.
- Rates & Fees: How Merchants Got The Best Rates With Total Merchant Services
Really poor service at Total Merchant Services. Really poorly trained operators on the phone, non of which seem to have a grasp on how contracts and fees work.
Nate – was the supervisor at Total Merchant Services who should be removed. He is a dummie with alot of attitude, just pathetic. AND HES THE SUPERVISOR.
This post will help: Best Merchant Accounts for Great Customer Service
-Phillip
This company is very very misleading. Don’t take my word for it, give them a try!
Between the rep and the company someone is not telling the entire truth. Make a long story short, there’s a lot of hidden fees that are quickly overlooked in the beginning and not mentioned until you get your statement and have a heart attack. If you try and cancel the service it’s very hard to get a hold someone. Like a live service rep.
From The Editor
This Post Might Help: Cancelling a Merchant Account Without Paying a Fee
Very disappointed in Total Merchant Services and their handling of the fraud that we have encountered. At one point we had been charged $9800. in fees for one month of transactions that we did not see any deposit for. (Normal monthly fees are in the $300 range) They claimed they had a special dept to help us handle this but in the end stated we were responsible to still pay this. We are still dumbfounded at how they pulled a 180 on us. Other times we have spent hours on the phone trying to resolve simple matters, as if they place you on hold and just hope you get tired of waiting and hang up. Currently looking for another merchant services provider. Would never recommend this company.
From The Editor
This Post Might Help: Best All-Purpose Merchant Account Providers
Frauddd Alert !
PLEASE DO NOT WORK WITH THIS COMPANY , they never batched our my money, they charged my account three times & then closed it . Worst processor ever !
These people are crooks. They did not give detailed information up front about what you are getting contracted into. They hide information very well. No wonder they are one of the richest companies. They steel from their clients.
We recently switched to a new merchange processor. I noticed charges still on my account from Total Merchant Servcies. I called them up and found out in 2017 that they have been charging us a monthy fee of just over $100, since 2014, that was not suposed to be charged. I spent about an hour getting transfered from person to person trying to figure out the mess. The last lady I got to basically told me it was my fault, I should have caught it and too bad for me. They will not do anything about the money they have gotten from me over the past few years. I am sure they are collecting all kinds of money from unsuspection people.
This is the worst customer experience I have ever had. They could care less about small business.
I’ve had several accounts over the course of 5 years and recently used Groovv- which I highly do NOT recommend. Firstly, there is zero customer support. Even the reps are not familiar with how the system works- but this isn’t the reason I’m writing. I writing because I was informed, while on vacation, that all of my accounts were terminated. Now I not only process with this company, but they provided all of my POS systems as well- I was in Europe, and it was extremely difficult to get any answers as to why my accounts were terminated. Finally, after days of calling, with a totally impaired business- no sales terminals- I was told that the decision was made because of a T shirt on my webstore- a t shirt featuring the statue of David- I was told that nudity was against the banks policy- Now- I turned extremely puzzled- Not only was this a masterpiece of art- but this bank was not the processor for my webstore! Unbelievable- I was told there was nothing I could do. The next few months were hell. I was automatically debited thousands of dollars for equipment I had already returned, an even more money for fraudulent chargebacks. I can’t believe the level of incompetence at this company and question how they haven’t been sued. The worse part about this is that because I used their POS systems, when they terminated my accounts, they also deleted all of my sales and inventory data for the past 5 years. All because of a t shirt with the image of perhaps the worlds most famous statue which happens to be a nude male. Ridiculous.
This company is not customer service friendly and does not accept responsibility for their company representative’s actions. You must read the fine print and verify that your company information, the fees verbally agreed upon, and the contract are accurate. I would NOT recommend this company to anyone. Sometimes it’s worth paying higher fees to get good service.
They have sent a false bill to a collection agency with no supporting documentation.
Now there is a collections on my credit report.
I have no information on what they say the bill is for.
I have received no information about this except what is on the credit report.
It is impossible to address this.
Fraud alert!!!
We terminated services and they kept charging us. We then reached out to bank and got charges reversed. Total merchant then changed their name on the ACH and charged our bank account again. The bank deemed the charge fraud and we decided to close the account as we believed total merchant was going to continue charging.
Total merchant not only forged the ACH and changed names but also referred this to collection for $80. Really low.
Before you are thinking to do any Business with Total Merchant Services, Please, please go on BBB in CA (Where the head quarter of Total Merchant Services) check out the review from there first.
I have copy some of the complaints below.
Total Merchant Services is not the one you should trust. Best offers, not keeping up with it anyway. ripped me off big time. I’m in the process of hiring Attorney to fight against Total Merchant Services.
On January 30th 2016 Luxury Nails, Inc has received the Advertised from Tuan Le, The Primary Sales Partner Name and Number: Tuan Ie 21127 from Total Merchant Services in regarded to switch the credit card processing Company to save on monthly fees.
Tuan Le has stated: There is no contract to be sign, no cancellation/ termination fee. The total monthly charge 1.7% on the gross income. Tuan Le only needed the letter signed by Luxury Nails, Inc’s owner along with the Bank information to make deposits, Socail Security Number, Driver License Number of the owner and Address to keep on file before Total Merchant Services can release the credit card terminal.
Luxury Nails, Inc has agreed to the term Tuan Le provided and started the process of switchiing to Total Merchant Services to process all credit card payments for Luxury Nail, Inc.
When Luxury Nails, Inc got the first statement from Total Merchant Services was higher, Luxury Nails, Inc has cotacted Tuan Le requested to adjust the fees to match with what Tuan Le has promised before the service started. Tuan Le has tryed to avoid the request by delayed his response.
On June 11th Luxury Nails, Inc decided to contact Total Merchant Services to complained about Tuan Le and got connected to Kevin (the manager of Total Merchant Services). Kevin refused to process Luxury Nails, Inc’s request. Kevin sent the copy of signed contract to Luxury Nails, Inc whitch Luxury Nails, Inc has never signed any contract with Total Merchant Services before. Luxury Nails, Inc believe Tuan Le has copied the signature from the letter that he has requested from Luxury Nails, Inc when started the Account.
On June 27th 2016 at 1:15 PM Luxury Nails, Inc has contacted Total Merchant Services and got connected with Brench, Luxury Nails, Inc has requested Brench to discontinue the service with Total Merchant Services. Brench has closed the Account for Luxury Nails, Inc and told Luxury Nails, Inc that he was going to send the box out to collect the credit card terminal, the box should arrived by Luxury Nails, Inc by ten days.
Luxury Nails, Inc never received the box.
Total Merchant Services continue to bill Luxury Nails, Inc monthly minimum after cancellation effected on June 27th 2016.
Luxury Nails, Inc has requested the Bank to cancel the future withdrawn from Total Merchant Services on August 22nd 2016.
Total Merchant Services continue to send bills to Luxury Nails, Inc for July, August, September, October and more coming.
Because this related to frautulent agreement provided from Total Merchant Services.
Tuan Le, who represented for Total Merchant Services ( who sold the service to Luxury Nails, Inc) was dishornous, he frauded my signatures and he signed the agreement by himself used my signature and all my personal information in the letter that Tuan Le has requred me to sent him. (Tuan Le told me make sure I must signed the letter that stated all my personal information along with the Luxury Nails, Inc’s information so he can submit to Total Merchant Services so they can sent out the credit card terminal, made deposits to Luxury Nails, Inc’s Bank Account and send out the 1099 form the end of the year.)
Luxury Nails, Inc has contacted Tuan Le many times and got no respons from him.
On July 11th 2016 I have contacted Kevin Flores (The manager of Total Merchant Services) and made a complaint about Tuan Le didn’t response to my phone calls about the overcharged to my Account. Kevin Flores has sent me the copy of the contract. The contract has never signed by me before. I told Kevin Flores that Tuan Le said there was no contract required to signed. Tuan Le just needed the signed letter with all my personal information along with the Salon’s information.
Please reopen my case and try to solve this matter for Luxury Nails, Inc.
Total Merchant Services has offered to refunded Luxury Nails, Inc the charged from July to November of 2016 wasn’t fairly at all. Since Tuan Le (the representer for Total Merchant Services) has frauded my signature to signed the agreement by himself and charged Luxury Nails, Inc with the high fees than he promised to me when we entered the agreement.
It was totally illegal for Tuan Le to do what he did to Luxury Nails, Inc.
Luxury Nails, Inc request Total Merchant Services refund the total requested of: $282.96 and cancel all the monthly minimum charged from July 2016 through November 2016 to Luxury Nails, Inc.
Because Luxury Nails, Inc has contact the Bank to put the stop on Total Merchant Services from withdrawn the monthly charged (after closed the service) on August 22nd 2016. The cancellation service cost $25.00 to Luxury Nails, Inc to stop the continueous charging to Luxury Nails, Inc Bank Account. Luxury Nails, Inc request Total Merchant Services to reimburse that fee also.
Luxury Nails, Inc request Total Merchant Services sending the refunded Check with the amount of $307.96 and mail to Luxury Nails, Inc 410 Miracle Mile Plaza #7 Lebanon, NH 03766.
11/28/2016 Received Business’ Rebuttal Response
It is unfortunate the merchant had a less than favorable experience. Once again, per the signed contract, all the fees billed are agreed to at signing. Additionally the merchant actively processed throughout the months of February through June 2016. The use of our services further ratifies the Merchant Agreement’s Terms and Conditions. For this reason no refunds will be considered for that active period of processing. However, as a courtesy, we have processed a refund of the merchant’s billing charged from July through October for a total of $140.71. If the merchant believes the Sales Partner fraudulently enrolled and activated the credit card processing account, he must file a police report and affidavit of fraud and forgery and provide a copy via US Mail to:
Total Merchant Services
Attn: Risk Dept
21650 Oxnard Street, Suite 1200
Woodland Hills, CA 91367
Please let us know if you require any additional information.
Sincerely,
Customer Support
Total Merchant Services
12/10/2016 Consumer rejects business’ final offer
(The consumer indicated he/she DID NOT accept the response from the business.)
I have contacted the local police department and they didn’t take action on the out of State’s case. The local police department have adviced me to contact the authoroty in the state where the fraudulent has occurred.
I have the busy schedule and can’t spend the time to take on this legal process from out of state.
As of my busy scheduled. I accept the offers from Total Merchant Services. But I’m not happy with the Sales Partner fraudulently enrolled and activated the credit card processing account for Luxury Nails, Inc throught Total Merchant Services and ripped Luxury Nails, Inc off big time over five months.
We are the Incorporation, All the income’s statements should be made to Luxury Nails, Inc and Luxury Nails, Inc will pay tax for itself. Because Tuan Le (The sale partners from the Total Merchant Services) has frauted my signatures and filled out the application by himself, he also has insered the wrong information into the application used my personal name as DBA. I need Total Merchant Services correct it and send Luxury Nails, Inc the 1099, Not under Ken Thai’s name. Ken Thai is the Presiden of Luxury Nails, Inc.
As I have stated in the last correspondent that Luxury Nails, Inc has put a stop on the automatic withdrawn through Luxury Nails, Inc’s Bank Account from Total Merchant Services in August. Luxury Nails, Inc is requesting Total Merchant Services issues a refund and mail the Check to Luxury Nails, Inc 410 Miracle Mile Plaza #7 Lebanon, NH 03766.
12/26/2016 Consumer rejects business’ final offer
(The consumer indicated he/she DID NOT accept the response from the business.)
I have just checked with my Bank statements and found Total Merchant Services, Inc has withdrawn in Luxury Nails, Inc Bank’s Account with unauthorized amount of $790.00 on February 24th 2016.
01/14/2017 Consumer rejects business’ final offer
(The consumer indicated he/she DID NOT accept the response from the business.)
Once again.
There was nothing about the bookeeping. Total Merchant Services has made unauthorized to Luxury Nails, Inc’s Bank Account $790,00 on February 24th 2016. No excuse to be made.
Total Merchant Services has charged Luxury Nails, Inc monthly fees event after terminated the service.
Total Merchant Services has changed the name to TMS to continue to charged Luxury Nails, Inc’s Bank Account event Luxury Nails, Inc has put a stop payment on Total Merchant Services (used Global Payments to processed al the transaction) in July 2016.
Total Merchant Services Sale Partner has frauded my signature and signed the contract himself and submitted without Luxury Nails, Inc’s permission.
Total Merchant Services has over charge for all the monthly fees (Lots more than the Sale Partner has promised before the service started.
Hope Better Business Beureau can resolved all this matter, If not Luxury Nail, Inc will hire the Attorney to continue to fight until the matter is resolved.
01/18/2017 Consumer rejects business’ final offer
(The consumer indicated he/she DID NOT accept the response from the business.)
Other than all the charges (including unauthorized charges) to Luxury Nails, Inc Bank account from Total Merchant Services, Total Merchant Services has continue to charge monthly fee to Luxury Nails, Inc Bank Account for December 09th 2016 of $34.25. Total Merchant Services has promised to Luxury Nails, Inc in November 2016 and has refunded the monthly charges after the Account has terminated and not continue to charge again to Luxury Nails, Inc Bank Account again. Luxury Nail, Inc has put a stop payment on Total Merchant Services in July 2016 (used Global Payments) with the cost of $25.00, Luxury Nails, Inc has requested Total Merchant Services to reimbursed the cancellation fee from the Bank charged to Luxury Nails, Inc to cancelled the ongoing charges from Total Merchant Services, and got no responsed. Total Merchant Services has changed the name to TMS and continue charging Luxury Nails, Inc Bank Account. If Luxury Nail, Inc put the second stop payment on Total Merchant Services (using TMS), I’m affray Total Merchant Services is going to change to different name and continue to charge Luxury Nail, Inc Bank Account anyway without reimbure the cancellation fees to Luxury Nails, Inc.
Luxury Nails, Inc is requesting BBB to put a stop on Total Merchant Services from trying to scaming Luxury Nails, Inc fund out of the Account and refund all the unauthorize charges including December 09th 2016 monthly fee from Total Merchant Services.