Retail Merchant Services Avis 

Have been with this company for a long time once agian I had great experience and service from Dan on my new machine could not be more helpful as the rest of the team would highly recommend

Patricia did a excellent job with in 15 mins to solve the problems...were as the previous person couldn't solve the problems after 40 mins.

The guy was clear and concise and helpful

Even though we ended our contract over a year ago with RMS after a dispute over charging us for a terminal for years which they failed to collect, they popped out of the woodwork this week with an invoice for over £700, I contacted them and asked what the invoice was for, they stated that I never closed my account, and even after sending proof, they still wanted me to jump through hoops to provide evidence, here is the email I received today from them,
Thank you for contacting RMS. We’re sorry to hear you wish to end your agreement with us. We highly value your partnership and would love to discuss any concerns or explore options to better meet your needs. If you’re unsure about the cancellation of your account, and would like to discuss your options, please reach out to our Customer Success Team at 01749 608 460. We’re here to help and are committed to finding a solution that works for you.

Merchant ID: 2101426569
Agreement End Date: 25/3/22
Requested Cancellation Date: 14/11/ 24 / will back date to 24/7/23


This email contains important information on cancelling your membership with Retail Merchant Services (RMS), including any contractual cancellation fees and how to return your card machine. Please note, you have a Tripartite Agreement with both RMS and Elavon, who handles credit and debit card processing. Below are the steps you must take to terminate these agreements.
How to confirm your cancellation:
Please reply to this email within 30 days to confirm:
Your wish to cancel RMS membership, indicating if you require more than 30 days' notice.
That you understand you must notify Elavon directly to avoid continued charges.
That any unpaid direct debits at the time of your cancellation request will be added to your final invoice within 30 days.
That you are only cancelling the MID mentioned above and you confirm you do not have any other terminals or MIDs associated with RMS. If you do, please provide the relevant information.

Next Steps:
Cancellation Notice: Your cancellation notice period with RMS is a minimum of 30 days. Reply to this email to confirm your cancellation and indicate if you require more than 30 days' notice, including the anticipated closure date. If advance notice is not given, your agreement will be terminated within 30 days from your confirmation date.
Notify Elavon: You must notify Elavon directly to terminate your contract with them. Contact Elavon at 0345 850 0195, queri******.com, or use Elavon Connect. You will continue to be charged by Elavon if you do not close your Elavon account.
Cancellation Charges: If you haven't completed the Initial Term of your Membership Agreement, you may be liable for charges up to the end of the term. This includes a Membership Fee Outstanding for each remaining month of your contractual term, an Administrative Fee for processing your early cancellation, and Liquidated Damages for each remaining month following the cancellation of your Membership Agreement. The Total Cancellation Fee is the total amount payable if you terminate within the next 30 days.
Membership Fee Outstanding: £
Administrative Fee: £0
Liquidated Damages: £0
Total Cancellation Fee: £0

Equipment Return:
Return your card machine and any other equipment after your agreement ends to avoid an additional fee of £399 + VAT per product. You may continue to use your card machine during your notice period. We will send you a pre-paid label for the return once you have confirmed the cancellation. A terminal invoice will be generated if the equipment is not returned within 7 days from the last day of your notice period.
If you have any further questions, please contact our Support Team at 01224 007774.
Best regards,
Retail Merchant Services Team

This email is a service from RMS.

I followed this complete process at the point of cancellation and now they are asking me to do it again?? You will notice at the bottom the note about charging for the terminal, no doubt I will get an invoice for this as well even though it has been returned and I have all the relevant emails. they do not keep records of internal emails and their administration is appalling. Would definitely not recommend now happily on board with another merchant and not had a single issue.

I have used RMS for many years and have always been happy with their service. Recently I moved premises and was experiencing problems reconnecting my card machine. After an 18 minute telephone conversation with Dan, who talked me through the process clearly and concisely, I was up and running again. Brilliant!

I spoke to Karen’s Mohammed, she was polite and very helpful!
Kareema resolved my query very quickly. Kareema also asked to help me set up my terminal via WiFi, which I didn’t know I could do! Very pleased

Enquired regarding renewing and costing on taking on a second and third terminal for our newly acquired sites and Kareema Mohammed was extremely patient with my self and answered every question with the utmost respect, clear, concise and to the point. The willingness shown to accommodate my needs really helped me make a clear and informed decision, Thank you for going the extra mile and taking the time to answer all my questions. Great Service, She is a credit to the team!.

Melvin was very helpful today , great service thank you !

Thank you Melvin , quick and efficient , sorted the login issue quickly

Patrica was extremely helpful and professional , resolved my issue quite quickly, but she is let down by the company, the time and difficltly it is to get through is ridiculous i spent in excess of 10 minutes waiting for the call to be ansewered

Ash was very helpful in getting our card machine up a and running again.

Kareema was excellent professional and polite
adrian beck

Just talk to Dan to ask for setup the new machine! His is the good explanation and helpful!
Thanks Dan
Best wishes
Boon

My query was sorted out very quickly and smoothly

When you call asked to speak to Kareema and Kareema only for the best customer service experience she is the best as I always ask to speak to her whenever I call. She took me through everything with utmost patience and a good laugh throughout the call.

Melvin was patient, helpful & knowledgeable the problem was solved.

Wonderful service, Melvin was very helpful.

GREAT SERVICE