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Innovative Merchant Solutions / Customer Service

1 21215 Burbank Blvd., Suite 100Woodland Hills, CA, United States Review updated:
Contact information:
Phone: 818-436-7800

Innovative Merchant Solution's customer service skills are horrible, and this is evidenced by the fact that their employees are not allowed to present their names (not even their first names) upon request. Instead, they refer to themselves by department, like “IMS Customer Service” and “IMS Underwriting” aka “Underwriting Department”.

After I decided to choose another service provider, I asked IMS to erase my application, which included sensitive information, like my bank account and routing number, and my social security number, etc. They flat-out refused and were very, very rude about it, too. This is not an isolated case. There are others who have experience the same problem, and many more that went through more unnecessary suffering because they actually signed up for an account.

You will find many more complains about IMS on this website, as well as other report sites.

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  • Le
      5th of Feb, 2009
    0 Votes

    The Agent Bank for Innovative Merchant Solutions is JP Morgan Chase. These merchant accounts go through a bank that is not only FDIC insured but also must comply with very strict PCI compliance rules to protect data. We are required to keep records of those merchants who apply for credit card processing whether the account is ultimately used or not. However, you can be assured that the data is secure per industry standards and that Innovative Merchant Solutions is by no means a scam. We have been in business for nearly 10 years and have had to comply with stringent industry standards and scrutiny. You state there are "others who have the same problem". The truth is, in my 21 years in the bankcard industry I may have had a request to delete data perhaps a dozen times. Most people understand that businesses just don't operate that way. When you close a credit card, or a bank account you can't ask them to delete your information. Banks have requirements for not only retaining data but also protecting it. The data is not utilized for any other purpose.

  • Gb
      2nd of Mar, 2010
    0 Votes

    You are required to be licensed by the individual state's Department of Banking.

    To everyone reading, ask IMS for a copy of their Money Transmitter or similar license. If they refuse then make inquiries with your state Department of Banking.

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