“You backed us up when we needed your help and secured a refund of those erroneous fees. Thank you for your help – it is customer service like this that will make it easy for us to refer others to you.”
I wanted to take a brief moment to thank you for your recent assistance with a rather difficult situation. As my Board member stated – the reason we went with Global Merchant Partners is because you, Toby Guinn, actually pick up the phone and responded. The issue we have been dealing with was hacker related – 8,600 hits on our web based account for $1 each, costing my non-profit over $2,000 in fees that we didn’t have. We struggled with the processing company trying to get them to listen, and then involved you. You backed us up when we needed your help and secured a refund of those erroneous fees. Thank you for your help – it is customer service like this that will make it easy for us to refer others to you.
With all the funding issues, we, like you, over the last year, had been looking at every line item and every expense. As a result, we realized we were struggling with credit card fees. I was referred to Toby Guinn from Global Merchant Partners by the Exec. of the Middletown Area Chamber (who sits on my board of directors). Since we didn’t really know Toby, my Board President asked a former MBNA V.P. who dealt with credit cards to look into the fees Toby quoted us. They were better than the other quotes we received, so we went with GMP.
Recently, our website was hacked and someone charged $1 – no big deal right? Well they hit that one dollar 8,600 times in about 24 hours. After the first several hundred – the processor started to deny processing from this source – great – but when we got our statement, they charged us $2,200 in processing fees for denying the charges.
Our Board members were not very successful in trying to get those charges reimbursed – even though one was from that industry and spoke their language. We called Toby and said “we need your help with this”. Several things happened:
1.Toby picked up his phone and answered on the second ring – no machine or press 1 or 2, etc.
2. After he listened, it took him 10 minutes to clear it all up and get us our money back
3. We were able to reset the security settings in the system so that no one source can try to charge more than 3 times in a day before they are denied.
I don’t know if you have had the same concerns as I with fees etc. but I wanted to let you know that if you want to talk with someone who can help – re: credit card processing, I would suggest Toby Guinn or his partner April Parella. Phone: 678-787-4593, or
tobyguinnsr@globalmerchantpartners.com aprile@globalmerchantpartners.com might be worth a chat if it can save you some money. No commitments -just talk to them and see if they can help.
