Worldpay Credit Card Processing 2023: Reviews & Complaints

Worldpay (UK) is NOT small business friendly. You are tied into a long contract and promised that it will be worthwhile.
If your turnover is less that £80k DON’T DO IT!
They are not worth it for small businesses and when you try to cancel, they don’t leave accurate notes on the account and then don’t listen to the complaint. You need to speak to then four or five times and ask the right questions to get any sense out of them. Even then, when they admit it’s not worth you having card machines, they make sure it drags on as long as possible to ensure they get at least another months charges out of you.
My advice- go somewhere else, or just insist on cash. I have not lost any customers as a result. Especially if there are cash machines close by!

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Disgusting service! i received 3 chargebacks (all successfully appealed against) in 6 months, and they decided to close down my account

Before they done this however they totally cleared my bank account as ‘insurance’ and done it as an international transaction so it couldnt be reversed by my bank

They are now holding my money for a further 180 days! what a joke, this has left me totally broke, but its in their terms and conditions so all is fine i suppose!

The following is based on my poor personal experience with WorldPay. Some of it is compounded with various reports on Better Business Bureau and online review sites. It totals about 6000 words, but I felt the need to share this story, so I am posting the full version here. I will frequently reference other parts of the post, so you may need to use the search function on your computer if you want to follow them.

I believe the crux of the issue is that their standard process is to sign people up with promises of low fees. The contract the customer signs, indeed, starts as a pretty good merchant plan. WorldPay then proceeds to add fees which you cannot argue or contest, and leave you stuck in a contract with an early termination if you wish to walk-away. The common thread is that ALL customers start WITHOUT these fees (based on other complaints and my own). Only AFTER they have signed the contract with you are new fees added on. Every merchant seems to hear the same tune, around December of their first contract year, they learn about an annual fee. And several times a year they have their base rates and admin fees hike up. In the case of the fairly ambiguous annual fee which all customers eventually seem to succumb to, why isn’t this put on the original contract? Answer: to sign you up with a teaser agreement, only to find out you just signed a contract that allows them to amend it essentially without notice, and without the ability for you to refuse the changes (or at least exit with termination fees). I don’t think this is reasonable, and is in violation of consumer protection clauses and prior statute in states across the country. As one of their representative specifically (and reluctantly) admitted to me when questioned, this company could charge you a million dollars if it wanted, and there would be nothing you could do about it if you followed the contract to the letter. Of course she quickly stated “we would never do that though.”

I. The WorldPay Contract

The contract is very one sided. You can easily be given added charges and fees, which are NOT in your signed contract, and you are NOT given the chance to dispute or reject them if they are justified as originating from a third party. On close examination, it theoretically could allow WorldPay to charge any amount it wants as long as it relates it back to the “payment network.” This is an unconscionable slippery slope that puts consumers at massive risk, and I’m certain one would not consider this clause by any means “reasonable.” A consumer may wake one day and get notice of a 25%, 50%, or even 100% rate hike, with no recourse! WorldPay also believes it can charge you retroactively for up to a full year, even if you did not have service for that entire time period. Certainly there must be some form of consumer protection against these predatory practices? See more details below:

[CHANGE OF TERMS] – from section 11.9 of contract

1. They can change the terms of the contract and give 15 days’ notice. If you decline the changes, you can opt out, BUT ONLY of the specific change in question, not the whole contract. You must give them official notice (see NOTICE) within 15 days.
2. A note about 15 days’ notice: They (inappropriately) seem to believe that if they give you notice for a charge, as long as that charge does not actually hit your account until after that time frame, they fulfill providing “notice.” This interpretation (which is not how the contract is written) allows them to charge you with 15 days’ notice for services that occurred at least up to ONE YEAR in the past, as evidenced in my conversation with a WorldPay supervisor on 2/16/2015.
3. HOWEVER (this one is most important), if the change to the contract is as a result of changes made by the payment networks (ie Visa/Amex/etc) or government/third parties, then notice goes out the window. It becomes effective the earlier of either the date they state in their “notice” (which can be in the past), or the date the change takes place.
4. Also, in the above type of third party change, you cannot opt out! You are stuck with terms you likely would never have agreed to, and if you decide to leave, there will be an early termination fee (see EARLY TERMINATION). They can essentially pin ANY of their added charges and amendments (which as evidenced in my case, they certainly will) to stemming from the payment networks (it is easy to justify this), and render you unable to do anything. They can literally state “we are charging you 1 million dollars as a result of changes in the payment network,” and leave you to foot the bill. I’ve confirmed this with a WorldPay associate (see 3/3/2015). The more likely case is, however, that they slowly add more fees on year after year after starting with a more “favorable” contract to lure you in.
5. WorldPay will go as far as to use the above method to charge you for services that span time periods that pre-date when you signed your contract (see 1/8/2015 and 2/16/2015). Oddly, they agree that this money should be refunded, but only if you call to complain about it.

[EARLY TERMINATION]

With WorldPay, there unfortunately will generally always be an early termination fee (ETF) once you are finished with their services. This seems to make up a huge portion of their complaints online. While they seem to have reduced that fee for accounts created around 2012 or so, the fee still ranges from $95 to $295. However, whether you have been with the company for 10 months or 10 years, unless you fall within a specific window, you will be a subject to a fee. Why? Because each contract is for 3 years, and it auto-renews indefinitely. You cannot avoid this. The only time within the 3 year period you can cancel without an ETF is PRIOR to 90 days within the end of the three year period. This notice also has to be very clear, and in a certified letter to WorldPay (see NOTICE). What does this mean?

1. If you didn’t want to pay an ETF, you would only ever be able to cancel in 3 year increments (ie 3, 6, 9, or 12 years).
2. You would also need to know 90 days prior to that 3 year period ending that you wanted to cancel.
3. You would also hopefully have carefully read the contract and understood the above points (ie auto-renewal, 90 day period to give notice of cancellation, and that it must be done in writing). Unless you are very savvy, it is easily possible to misunderstand this in the contract.
4. Let us assume then that the average business may, on average, encounter an event that would leave them wanting to cancel their merchant account within the next 60 days. If such an event was chosen at random, this means the business will always have a roughly 5.6% chance of being able to cancel without an ETF. This would fall within the 32nd or 33rd month (60 days) of the 36 month contract.
5. Because of this early termination fee, compounded with the fact that WorldPay can change your contract at any time (and they do frequently, as evidenced in my case and a multitude of online reviews), you cannot simply walk away. If WorldPay raises your rates (ie amends your contract – see CHANGE OF TERMS), you can call or write them letters all you want, but they will not let you walk away without paying the fee. Even if you were by chance lucky to notice the rate hike just prior to 90 days within the end of your contract term, you would still have to write them a letter put up with their service (ie monthly fees) for a few months.

[NOTICE] – from section 11.6 of contract
Despite them having ultimate “flexibility” in giving you notice, your obligation to give them is much more stringent:

From them to you–
1. Notice can be written, but also email, monthly generated reports, or likely anything they want based on the language in the contract.
2. They can bend rule #1, and then decide to refuse to give you official follow-up notice in response to formal notice you’ve served them until you specifically request it (see 3/3/2015).
3. They do NOT have to give you prior notice to changes in the contract that relate to changes in payment networks or third parties (similar to CHANGE OF TERMS). While they do need to notify you of the change at some point, it can be a retroactive notice (ie “billed in the rear” as a supervisor told me). In the case of the annual fee that they added, notice was given at the end of the year it was being billed for (see 2/16/2015).

From you to them–
1. Notice needs to be certified mail in writing.
2. It isn’t clear in the contract, but it appears any letters must be sent to both WorldPay and RBS Citizens.
3. If you want to cancel your contract without early termination, it must be within a 90 day window of your 1,095 day term, which recurs indefinitely.

II. Customer service

In my story outlined here, you can see how difficult it is to work with WorldPay.
1. They take a while to correct errors on your account.
2. Up to 2.5 hour hold time, and may be put on hold as many as 3 times in one call.
3. You will be made false promises for a call-back as many as 3 times in an attempt to reach a supervisor over a full week period.
4. Reps may lie to you, and in other cases are at best unfamiliar with the service and the contract.

III. Other Complaints

Looking at the Better Business Bureau, I see numerous complaints, albeit many settled, that fall in the same vein as those I outline here. The reviews listed on multiple websites seem to also echo this sentiment. Many complain about sudden rate hikes, added fees, poor customer service, and issues related to termination and the contract. One Better Business Bureau complaint (in which WorldPay settled) described the WorldPay agreement as an “adhesion contract,” which I believe to be true.

IV. My Story

[4/2014]
In April 2014, I was using Merchant Warehouse for my merchant processing. Feeling upset about their annual compliance fee and tier system that never worked in my favor, I was beginning to consider jumping ship with them. Being a Citizens Bank customer, it was recommended that I switch to WorldPay after I voiced my complaints over my last processor (WordPay and Citizens bank share a close relationship). I was referred to a local senior account representative, who explained the benefits of WorldPay. She stated their fees are transparent, their tier structure does not penalize you, and best of all, there was no annual fee. She stated my current volume did not fall into her range (another representative would normally handle small accounts), but stated I planned on growing, that this was okay. I signed up and was happy.

[5/2014]
In the first month I noticed I was being charged more than I should be based on my contract. After calling my account representative, she stated she would promptly fix this and refund the money. This occurred again in my 2nd month, and I called again. My account representative stated she thought it was fixed, and would issue a refund for the two months. She did, and I was relatively happy with the service for a while. I would check the bills online, and as I only had one to three charges a month, it was relatively easy to see that the charges were fairly reasonable and made sense.

[9/2014]
In September, they started charging me a $2.00 “Fixed Acq Network Fee 1-3 sites” fee each month. This occurred in even in a month that had no charges (November). It was later explained that this was added to take American Express cards, and that it is charged even if I have no sales. Okay, I’m not complaining. The bill also stated a rate hike on debit cards due to a change in the payment networks. Again, I’m not complaining, as few of my transactions even involve debit cards.

[1/8/2014]
In January 2014, I noticed a huge charge in my business account that put me into overdraft territory, costing me fees. I immediately checked my account and saw it was from WorldPay for my December bill. A 129.99 annual fee. I poured through my contract, and didn’t see anything about the fee. I called my account manager for answers. She told me that there was a notice given on my November bill. I then asked about terminating the contract, but she relayed I would suffer early termination fees.

Note about billing: Now with WorldPay, if you choose online billing, you don’t get what most companies give in terms of an online billing statement (ie a PDF file to read). You can “run reports” for a given month, and it displays in plain text on the screen your charges for the month. It looks worse than online banking from 2002 (when I started using online banking). There is no formatting to this text, so you cannot make important messages bold, different colors or even sizes. There also isn’t an account “inbox” where you can receive important messages. I did see a brief message on my November report (which isn’t available until December 3rd) stating that on my December statement I would be charged the annual fee:

“Each year, Worldpay is required to conduct development and updates to its systems in
order to maintain compliance with applicable Regulatory and Payment Network
requirements. These changes are necessary in order to insure that we remain compliant
and continue to provide you the same level of service you have come to expect. As a
result we have had to implement an Annual Compliance Services Fee. You will notice
this fee of $129.99 on your December statement.”

I was a bit upset about this for a variety of reasons. First, the message telling me about the fee which was eventually charged on my December bill wasn’t available until December 3rd. Further, I didn’t feel a truly good faith effort was made to properly give me notice of the fee, as well as a proper description of the fee. I wasn’t sure if this annual fee was for the upcoming year or the previous year, and whether it was calendar year or from the date of billing. None of this was in the cryptic language presented in my online report for November. There was also no effort to mail a physical letter about this important change, let alone an email or other account based message inbox. Finally, I only joined WorldPay to avoid an annual fee, coming off the heels of my fee from Merchant Warehouse. My representative originally expressed that with WorldPay – “there are no hidden or annual fees,” which was why “we stand out.”

Regardless, my account representative said she was sorry, and told me to route my complaint to the company’s main service line in Atlanta Georgia. I promptly called the company, and was given an approximately 30 minute hold time. I was also offered an option for a call back in 30 minutes instead. I opted for the call back. To my surprise, I got the call back in just a few minutes, and missed it while on another call. So I decided to call again and get back in line and began to hold, with an estimated 30 minute wait time again, skipping the call-back option this time. Oddly, while on hold, Worldpay called me again in reference to the original call back, and asked me to press 1 to accept. I took that call and was put on hold. Now I had Worldpay on TWO lines on my phone, both on hold. During this hold time, I set up my Bluetooth headseat, and went over to my bank to begin to rectify the damage of overdraft fees – while keeping both lines on hold in the background, bouncing back and forth between the two in case one picked up. I apologized while interacting at my bank for occasionally having to attend to my phone. 2.5 hours later, after returning home and trying to multi-task around the house while waiting, I gave up and hung up on WorldPay.

I decided this time to call back and ask for tech-support, as I know that is a different call line. I asked for help from the gentleman, stating my previous hold time. He put me on hold and in a few minutes I was able to speak to an actual service representative.

I spoke with this representative for about an hour. She initially offered to decrease my annual fee. She stated that since I wasn’t a customer for all of 2014, she could reduce my fee to a pro-rated amount. Now while I certainly consider this fairer, why do I even have to ask? If the annual fee is based on the prior year, and I wasn’t a customer the whole year, why do I have to call to get the additional funds back in the first place? I’m sure many customers don’t even call and just pay the fee and move on. This is unfortunate.

Anyway, I discussed with the representative that I felt there were numerous issues with this fee. I stated that per the contract, I was not given proper notice, as I was informed in December and charged the fee for December. Also, the vague description of the fee did not adequately describe what term I was being billed for. Add to that several “matter of fact” errors on the contract of which were not entered by me (ie my SIC code), it could be argued that the contract was rendered void. She put me on hold to research the situation further, and returned stating she could refund half the fee, since I made many “good points.” I said I didn’t want to settle, and she said there was nothing more she could do. I asked to speak to a supervisor once it was clear I wouldn’t make headway. She put me on hold, was unable to find one, and said I would get a call by latest next Tuesday (1/13/15) of next week.

[1/15/2015]
I waited until Tuesday for my call with no avail. By Thursday (1/15/15), I called back at 11;45am, and stated I was waiting for a supervisor to call me. The representative put me on hold for 10 minutes, and said no supervisor was available but that they would call me back later that day. I asked for a specific time, and he said within the next hour or two.

By 5pm, I called again to check on the call status. The woman stated she would see if a supervisor was available, was about to put me on hold. Prior to that, she asked to clarify the situation. I tried to run through what I had spoken about with the original representative on Thursday of the prior week. She asked “would you keep the service if the annual compliance fee went away?” I found that to be an interesting proposition, but didn’t want to accept. Mostly, because I knew the company would be able to do this again in the future (attempt to levy fees and raise rates), and also because of their repeated poor customer service with regards to breaking promise to call me back. So I continued on trying to get a hold of a supervisor.

She put me on a brief hold, and came back with good news! I would get a call that evening from a supervisor: “they said you will definitely be getting a call back tonight, his name is S*****r.” I asked to confirm what time I would get the call, and she said it would be this evening.

No call back from WorldPay that evening.

[1/16/2015]
The next day I called them again. I started as usual, saying I was supposed to be getting a call back from a supervisor to see if they could help me resolve my complaint, and that I never got the calls I was expecting over the last few days. The representative on the line this time was borderline rude. She attempted to explain why I’m wrong, how I’m not entitled to a refund, and that I had no standing to argue my contract. After dancing around with her for a while, I simply asked for a supervisor.

She put me on hold for the first time in this call.

She came back in 10 minutes and said one wasn’t available, but they would call me back. I stopped her and said this is unacceptable, there must be SOMEONE in management/supervision that can speak to me after continually breaking promises to call me back. Again, the representative danced with me and attempted to tell me I haven’t waited long enough, stating it normally takes 48 hours to return a call (despite the fact that I had already waited a week and was told multiple times I would be called back in a time-frame that later went expired).

She put me on hold again, off to find a supervisor.

She came back and said she was sorry, she couldn’t get a hold of a supervisor. She tried to repeat that I hadn’t waited long enough (24-48 hours), but I had to cut her off and tell her that was a lie and I’d explained multiple times I had waited a full week. I told her how unacceptable it was that I couldn’t at least speak to a supervisor to at least make my case, and she agreed.

After a few minutes of almost pleading to talk to someone, she put me on hold for the third time.

After being on the line for 38 minutes, I was finally able to speak to “S*****r,” whom was the individual I was originally promised would give me a call back the day before. He started by explaining they were having an unusual increase in call volume related to this annual fee (obviously! They could have prepared for this). In any case, it was my contention to S*****r that proper notice was not given in this scenario, as the notice for this annual fee was received several days into the month (12/3/15) of which it was being charged against (it was charged on the bill dated for service from 12/1/14 – 12/31/14). Because the fee description I was given was limited to just a few sentences, I was not able to determine what actual year the annual fee applied to, although common sense suggested it would be pro-active for the upcoming year. S*****r noted that this assumption was false, and that the fee was retroactive (“billed in the rear”), billed for the previous year of 2014 (of which I was not a customer the entire time). Of course I’m not sure how that could be the case, because then the notice would have been essentially a full year after the annual fee had begun its one year of coverage.

Again, if what S*****r explained were true, that would mean that a notice was given to me about an annual fee nearly a full year after it was assessed, with a start date roughly four months prior to when I even signed a contract with WorldPay (4/17/14). To me, this certainly set off red flags and appeared as a breach of contract on WorldPay’s part. It would also be deceptive in that it would potentially automatically charge other customers for a full year as well, despite not having had service the full year (as in my case). I’m sure many WorldPay clients who did not speak out against this fee may have fallen into this scenario, and were charged unfairly for a full year in which their service did not span.

If, however, they were proactive enough to complain like me, they would have been offered a pro-rated refund for the time they were not with the company, which is what I was originally offered by the first WorldPay representative on 1/8/2015. However, for those who did not speak up, they have been unfortunately charged an annual fee that potentially covered dates they did not have service. Because the description given to them about the fee was so minimal, your average client may suspect it was for the upcoming year as I did, and therefore never question it. This is, at best, a mistake by WorldPay that potentially extracts extra, undue funds from less observant clients, which is regretfully only corrected once they complain. At worst, this is an intentional attempt to extract additional funds from a subset of WorldPay customers. It is also unethical, unreasonable, and a breach of contract to add fees going back nearly a full year, and worse in cases that the fee’s annual coverage span pre-dated any contract with the company (which occurred in my case, as per S*****r’s description of that fees “rear” annual coverage).

Regardless, while I contended these issues resulted in a breach of contract, if not a fully voided contract, I did reach a settlement with S*****r to remove and refund the annual fee on 1/16/2015. This was the same settlement offered to me the previous day by another associate (non-supervisor), which I had declined as I wanted to make my case to a supervisor first. I wanted to express how poor the customer service was, and also made a variety of requests that I felt would further rectify the situation based on my poor experience with the company. Despite this, S*****r would not budge beyond what I was offered from the associate I spoke to the day prior. He stated that allowing me to close my account without early termination (which was my ideal remedy here) would “not make good business sense.” He did offer an apology and promised to improve the way customer service is handled, which I hope and pray has since been improved.

At this point I almost regret making that settlement. Since starting with WorldPay, I have been charged improper fees during my first several months (this was fixed months later), have had added an annual fee after I had been promised orally there wouldn’t be one (I also still contend proper notice wasn’t given here, as described), have had horrible customer services experiences (I could go into more detail, but suffice this post should cover the basics), and now will be given increased rates to top it all off. It would be unreasonable for me to remain with the company after these events. In fact, if I did, it would border negligence on my part, as I have now experienced and am aware of multiple problems with the company. I have come to expect poor service and frequent contract changes (in the form of rate hikes) of which I have no control over.

[2/4/2015 – UPDATE:]
Shortly after this initial experience, I found a surprise from WorldPay. Guess what it was? A rate increase!

After my previous experience, I was keeping a close eye on my bill. I had also ceased to use the service starting in December in protest, and had switched to PayPal Here (where I should have been all along, my mistake). At the top of my January 2015 bill (which was available 2/4/2015), I saw the following:

“Each year the payment networks announce changes to interchange and pricing. Whenever
possible, we absorb costs to minimize the impact on our customers. However, with
rising costs, it’s necessary that we adjust some of the fees charged for processing
services. Effective March 1, 2015, your processing rates increased by 0.21% + $.05
and your monthly administrative fee will increase by $4.95.

Effective March 1, 2015 we will begin to pass the 0.30% fee assessed by American
Express on all key entered transactions to you on your merchant processing statement.”

I quickly decided to call WorldPay and ask about the nature and details of this fee. I wanted to assess if this fee indeed can be traced back to the payment network, as if not, I could write a letter and exit my contract without termination fees (see CHANGE OF TERMS).

[2/5/2015]
I called on 2/5/2015. The associate was unable to effectively explain to me where this fee came from (ie the payment networks or not), other than the fact that it is being applied to all accounts. I decided to write a letter of cancellation due to the change in the terms of my contract (as per section 11.9 in the contract).

I followed the necessary steps outlined in my contract to give notice: any notice (which is what I was effectively giving to WorldPay) must be given in writing. The language is not clear as to whether I need to address the letter to both WorldPay and RBS Citizens, so I mailed it to both via certified mail. My letter included many of the points in this post, and I was careful to say I DO NOT endorse closing my account if it includes any fees (ie early termination fees). I mailed the letter on 2/6/2015, and it was received on 2/9/2015.

[3/2/2015]
On 3/2/2015, WorldPay finally called me back. I missed the call, and promptly called back the general line I was instructed to call. The woman I reached saw that I had an escalated issue and wanted that specific person to call me back. She checked if that person was available, but she was currently in “training.” She took my phone number, and said she would try to have this other woman call me back.

[3/3/2015]
On 3/3/2015, I received the call back. I confirmed that she was not a supervisor, but simply the associate whom reviewed my case. She apologized for missing my call yesterday, as she was in training. She stated to me that despite my letter, she could not close my account unless I pay the termination fee. No explanation as to why my letter and my notice were insufficient. No legal language, no lawyer notes, no written notice.

I told her that this is a common complaint about the company (Better Business Bureau, online review sites), as customers are promised low rates and then given add-on fees. She came back and said “well we’ve had the annual fee in place for a while.” She repeated “we’ve had the annual fee in place for a few years now.” This was striking to me. Through my many conversations with WorldPay, I’ve heard different stories on this annual fee. Some state it is brand new, others that is been around for a long time. From the looks of it, the fee has been in place for a while (as she just confirmed). Many reviews by business owners state using WorldPay, going years back, say they were signed up without an annual fee, and it was added on later. I suspect WorldPay by default doesn’t tell you about the annual fee, then ADDS it once you are under contract. This is deceptive. As this associate was in training, perhaps she had slipped with this information.

After she said this I laughed and said it couldn’t have been in place for a years, because I was initially promised there wouldn’t be one upon signing up, there wasn’t one in my contract, and it was only later added to my December 2014 bill with a notice saying it was a new fee. She backtracked a bit, and stated that it is within the terms and conditions of the contract for WorldPay to make changes if brought on upon by the payment networks. I essentially caught her lying here, and had to laugh and call her out. You could plead ignorance and say you don’t know how long the policy has been around, be she outright said it has existed for years, and then later changed her mind and said it was a recent change due to the payment network. Does this mean that every customer starts without an annual fee, and then finds out at the end of the year that the payment network is making this same change, thus adding the fee on? Perhaps that is precisely what they have been doing for years. Weird how customers only learn about this fee that has been “in place for years now” after they are under contract.

I also complained and stated that, as per my contract, this decision needs to at least be given to me with proper notice (ie written letter or email, see NOTICE). I figured if I have to follow the letter of the contract, they must as well. She said no, that she could only provide me with a case number. I insisted, stating it was required per the contract. She repeated my request back to me as if I were crazy (ie you actually want me to write you a letter about this?), and I laughed and said yes – it is required that you give me notice about decisions on the account. She agreed to either have their law department write me a letter, or personally write one and have them look it over.

I also began to complain about the fact that WorldPay was able to alter the contract with nearly infinite power (see CHANGE OF TERMS). I asked if they hypothetically could charge me a million dollars, and point it back to the payment network (leaving no recourse for the customer). She responded yes. She promptly followed up with saying they would never do that (which means nothing). I asked her if she believed that was fair or moral, and at first she obviously refused to respond. I then explained how this could be used to justify small but continual rate increases over time, of which the customer has no recourse, which would be seen as annoying and immoral by the customer. She agreed with me, stating “I could see where it could be.”

She also stated that she saw I had already spoke with S*****r (a supervisor) about the issue, as she herself was not one. I clarified that I did speak to him, but not about this new issue (the 2015 rate hike), but rather the annual fee from 2014. She then said that she saw we talked about waiving the early termination fee at that time. Again, I explained that when we had that conversation, the situation was different. Now we were visiting termination again because of the new fee imposed in 2015 and in response to my letter. At this point, I started to say “could I speak to a supervisor,” but before I finished she started to tell me one wasn’t available. I laughed, knowing it wasn’t worth the effort to try to speak with one again based on my previous experience.

I tried to close by asking her if, with all that we touched on in the conversation, if she would personally want to have a contract with the company (ie poor service, can raise rates at any time). She said “I’m really not gonna get my personal feeling involved with this.” I told her that the fact that she wouldn’t say “yes” to her own company, even in silence, speaks volumes. She quick responded “I definitely didn’t answer the question.” She essentially had to “plead the 5th” when confronted with the idea of using her own company’s services.

Again, the company refuses to budge.