It's taken 6 weeks to change our "deposit to" account and it still isn't done. We discussed this when we first opened the merchant processing account with this company. We did this because we knew our business account would not be completed in time for our business opening. We were assured we could easily change our deposit-to account via the web interface at that time, so we signed up.
When it came time to change the account, the web interface has only a "call us at this number (nnn-nnn-nnnn) if you want to change this account number". I called, which took over 5 minutes just to get past all the verification and get to a ringing phone. I waited on hold for over 30 minutes only to get someone on the other end that said "oh, we can't do that, you have to call 'this' number". I called the other number and got the same auto-attendant and a subsequent individual in another country who said that he couldn't help with my request but he would escalate it and someone would call. Two days, no call. So I called back. Same thing. THen I got vocal and demanded to speak with someone higher up. After almost an hour I finally reached someone that said "oh, you can't change that on the web, but you can change it on the unit". I went to the store and checked, no ability to change it on the device.
I had to call yet again and go through the same process. Finally reached someone who said they needed a voided check. We didn't provide one to set up the account originally, and we don't use checks for a reason. We were told we had to "get a note from the bank". You have to make an appointment to go into the bank and we didn't have time for that so we submitted a statement.
Keep in mind, every time I communicated with the company, there were multiple verification steps. I was calling from the same number used to open the account, as well as the same email.
Then they said we needed to fill out a form. We did this and signed it with our signature stamp in a PDF document just as we did our original opening documents, but they won't accept that to make a change. I don't have a scanner to "print-sign-scan" and told them so.
To legitimize their "policy" they would say "it's for your safety" or something similar, but again, multiple steps of verification had already been taken. And this is how we originally set up the account.
To date we have been unable to get this changed. Once our contract is up, I will leave this company. Review collected by and hosted on G2.com.