North American Bancard / Service
I signed up for a merchant account on Thursday September 2, 2010 with a new account agent. I was told that if I finished up everything on Thursday, then the wireless terminal that I wanted would be shipped on Friday and arrive sometime in the beginning of next week. I was assured that it would arrive at the beginning of the week. This was a very important selling factor, being that I needed the machine before I opened my new business on Friday September 10, 2010. Well, it didn't happen. I do understand that Monday was Labor Day, but the terminal was not shipped until Tuesday 07, 2010. What is even worse, is that it was shipped via UPS ground and scheduled to arrive on Monday September 13, 2010. When I realized this, I called Mr. Agent on Wednesday September 08, 2010. He said that he would work on it and that it should have been shipped on Friday and he didn't understand why it wasn't. I suggested the possibility of overnighting a different machine. He told me that he would call me back that day. Well, by 7:00PM CST I hadn't received a call, so I called him and was informed that nothing could be done that day and that he would let me know something Thursday morning. He called me Thursday morning and suggested that I call UPS and try to speed up the delivery time, however there may be an additional charge to me for the extra delivery cost. Of course, I wasn't very happy about that and expressed that to Mr. Agent. He told me to call him if there was a charge, however this ended up not being an issue as UPS could not change the delivery method. Well, I told Mr. Agent this and he was supposed to call me back. I understand that this may not be as big an issue for him and he has other responsibilities, but for me it is very important as I need this machine to open a business the following day. So after an hour I tried to call him, left a voicemail. Called an hour later, again voicemail. I then called another agent to get some information about what was going on, but the agent didn't have access to Mr. Agent's accounts. Shortly after, Mr. Agent returned my call only to inform me that there was nothing he could do and they could not overnight a new terminal for the next day.
I am very disappointed with the service I received from North American Bancard. I chose the company partly based on their ability to provide a terminal quickly and was assured that there would not be an issue. However, they were unable to deliver. Had I known this ahead of time, I would not have gone with this company. This has really put me in a bind and added extra worry for me during an already stressful time. What makes me even worse, is that I offered the possibility of an overnighted terminal 2 days prior to opening and felt like nothing was being done to take care of the problem and that it wasn't important to my agent. I would have paid for overnight shipment, had Mr. Agent confirmed that it was necessary and possible. But now, it is almost close of business on Thursday prior to my business opening and I am running out of options.
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