My letter to Payment sense
OF: FINANCE DIRECTOR
Dear Payment sense
My expectation is that my
account closes immediately without penalty and I receive the £300 offered to me
by your FD. This is subject to the horrendous customer service I have received
since opening my account with your organisation. I have experienced financial loss yet again, through
administration errors caused by Payment Sense. I have had enough of my time
being taken up by dealing with your companies mistakes and don’t wish to be one
of your customers any more.
You will find me under ****** because to date, you still have not altered my account name but have
merely altered it on my invoices, despite me requesting this on numerous occasions.
I contacted Payment sense
technical department twice in the last 2 weeks for assistance where they
basically said that they couldn’t help me as you are not open on the weekends!!
They said they needed me to have access to my terminal in order to take a
payment so that they could provide me with a code. Subsequently, I had to send
the receipt via fax but it was not dealt with and I then had to send it via
email to which that wasn’t dealt with either and I had to send it again!
Your organisation has failed
to recognise the utter inconvenience it has caused me time and time again over
the last 3 years and I have made every effort for the terminal not to be used
in fear of more issues. I was asked to send statements from my bank to your office
when my account was not set up correctly and when I acted on the advice of one
of your sales people. He thought that my account number would remain the same
and he admitted this to me on a further conversation! He said at the time, he
just needed something with my name on it and he would alter the name of the
company later. Those documents were
subsequently lost despite them being recorded delivery! I had sent it to the
sales person who set up the account and to the address which was on his business
card! I was then told that wasn’t the correct address.
I was offered £300 as
compensation however this did not even cover the charges I received as you had
not clearly received ALL my statements. Money that had come gone through my
terminal landed in your organisations holding account, so I was only alerted to
this when I got letters from my bank!
I contacted the Financial
Ombudsman through utter frustration and I believe you are awaiting their
response. I will endeavour to speak to them today.
Your customer services
department have failed to contact me via letter or via email at ANY time and
despite leaving a couple of messages have not left their surnames so asking for
a Marie is surely not sensible (her surname is Hager). I was informed on the
occasions I called that a Frankie Hayes did not exist and yet I received an out
of office response from her via her email and spoke with her initially
regarding my case. What a total mess and a disgrace and not one apology until I
suggested it today with Marie Hager. I am not generally an abusive person but I
felt I was not being listened to AGAIN and that there was no care or
consideration on your organisation’s part. Payment Sense has failed to take
some form of ownership of the issues I’ve been subjected to. For the last 2
years it has caused me a lot of stress and anger.
I trust you will take this
letter seriously and will be in contact as soon as possible.