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We were just cold called by a very unpleasant character who laughed at the fact the person he wanted to speak to was on furlough, why anyone would want to do business with these people is beyond me. Vile.
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Sadly one of the worst cases of customer experience I have experienced in 20 years of business. Incorrect advice given, customer payments refunded and then reapplied due to faulty equipment, left on hold when trying to resolve issues, and try to imply you are still liable to pay terminal charges if you cancel the contract. I have been trying to arrange collection of our terminals for over a week. In 6 months the issues I have had have reflected badly on our company, as well as taking time to resolve. Staff would appear to have had either incomplete or inappropriate training. Trading during 2020 was difficult enough without having to sort issues like this out! Sadly you cant leave a no star review
We are very disappointed with the service provided by UTP Merchant services. We hope our experience with UTP will be useful to any small business starting online sales and be wary of this company. We have been mislead by them at the time of completing a merchant service agreement to accept online card payments with Barclaycard once our site goes live. We were advised that there is only a PCI Compliance Fee - 4.80 per month, with no no explanation whatsoever of a minimum monthly payment, even when we asked specifically to clarify the charges. Our website hasn’t gone live yet and Barclaycard has charged us since may 2020 a total of 173.28 for a service we have not even started using. UTP now is refusing to take any responsibility, as we signed the contract. Shameful treatment to a small independent business like us, who are trying to set up themselves.
We had 4 year contract with them, which was ok for most part except for few occasions of machine not working and rates, which was little higher. After end of contract new rates were decided and I kept it on monthly rolling contract with lesser monthly rental for the machine. I did not check the bills for 7-8 months. And they did not convey new rates to Barclay Cards. UTP refused to accept that there was revision of rates. I passed copy of emails to them. Still they refused to do anything about it. I cancelled the contract but they kept charging me for further 2 months. They said, they did not get any mail for cancellation. Which was again untrue. I gave them copy of email. I was really annoyed and their Customer Service was not ready to accept anything. In fact was started shouting on me also. I still tried to settle the things and tried to contact their Sales Executive Zafar, who was he initial contact. I was told that I will be given 5-6 months rent free period for card machine in new contract to cover for losses I had . But they are ignoring calls and in spite of sending all the documents again to get new contract, still responding or picking up calls. They charged unnecessarily for card machine and I had to pay extra because of wrong rates. But no one is there to sort it out. Not recommended at all.
This is criminal organisation, the company set me up for a card terminal which got terminated after a week for no reason. I requested a collection of their equipment from my business, no courier attend. I received a call from one of the customer care team demanding payment for the lease equipment even though the cancellation was not from me. My legal team is looking into this now to find a possible litigation. Bashiru musa Mif global ltd
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