www.cardsave.net reviews

www.cardsave.net reviews

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Appalling customer service

Before signing up with Cardsave, I raised concerns over the poor reviews on customer service. The Territory Sales Manager assured me that things had improved and that he would personally deal with any query. When our first charge was applied ahead of the due date and the negotiated 'first month free' discount was not included, I e-mailed him. He responded by saying he would instruct accounts to process the refund and look into the timing of the direct debit.

In the past month, I've sent e-mails to him checking whether this has been done and not received a single response. His mobile goes straight to answerphone saying he's out of office but back on 2nd April (2 weeks ago!).

I raised the issues with Customer Services who stated that the credit has not been applied and refuse to do anything as it must come from our contact - which is a bit difficult since he's not answering his e-mails or telephone. I stated I have an e-mail from him confirming the refund but they refuse to accept this. I asked for his manager's contact details but they refused to supply this.

Ridiculous.
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Poor

I should have known when a rep came to see us that it was too good to be true...

Yes, the rates were drastically cheaper than our current provider.
No, we wouldn't have to pay extra to be PCI DSS compliant.
Yes, the 'worldpay' service would automatically work with our web-shop.
No, there were no additional fees for CNP/KEYED transactions.
That's right, no monthly minimum fees.

In the end none of this was true and I gladly paid the extortionate fees to exit the agreement early.

I personally believe it is down to a terrible sales team of pushy liars. Considering they let us out of the online agreement due to it not being compatible with our web-shop without question, makes me think they know this. And I'm sure the poor souls in the call centre spend all day cleaning up the sales teams mess.

So, here's an idea CARDSAVE, ditch the out-of-date, high-pressure, say-anything-to-close-a-deal sales techniques and concentrate on providing some actual service. Oh, and when people do cancel, best inform Streamline so that we don't carry on getting bills for not being compliant without even having a card terminal.
CardSave

Reply from CardSave

Dear James

Thank you for your comments and feedback. A member of our Customer Service department has contacted you and discussed the issues raised.

Kind regards,

Clive Kahn, Chief Executive
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Not recommended - Sharp business practices that are banned in other sectors

I would steer clear of CardSave. Their 12-month rolling contract practices have been banned in other business sectors e.g. Telecoms.

They rely on busy business customers not giving 1-months notice prior to their renewal date. Even then, they move the goalposts about renewal dates. In our case, we believe the contract commences when the service is activated and commenced. CardSave believes the agreement is when ever they decide!

Any decent, customer-focussed and professional provider automatically gives due notice regarding forthcoming renewal. But not CardSave. I have written to them outlining my concerns and will update my thoughts accordingly.

Update 09/04/2014
Typical of the woeful customer service from CardSave; they were very quick to respond in TrustPilot with a generic cut'n'paste reply but have not had the courtesy to respond to or even acknowledge my email to them that was sent on the same date.
CardSave

Reply from CardSave

Dear Stephen

Thank you for your feedback, please accept our apologies that you are unhappy with the costs to close your account. Please let me explain the procedure, this can also be found in your Cardsave Terms & Conditions. For the merchant’s convenience the Cardsave Agreement renews automatically each year on the anniversary of the signing date unless the merchant gives notice at least 30 days prior to an anniversary date.

Merchant Example: If the agreement is signed on 31st October 2013 you are committed up until the 31st October 2014. You can cancel by serving notice for the agreement to end on the 31st October 2014 as long as such notice is sent in writing to Cardsave to arrive on or before 30th September 2014.

An early settlement fee will only apply if the merchant leaves Cardsave prior to an anniversary date. In this case the fees are £150 (excluding VAT) for each terminal or online facility and the balance of the monthly membership fees outstanding from the date of cancellation to the next anniversary date. Early settlement fee represents Cardsave’s costs for early termination. It may be beneficial for a merchant to maintain membership status by continuing to pay membership fees up until the anniversary date and thus avoid the £150 (excluding VAT) charge per terminal or online facility.

I hope this helps you understand these charges.


Clive Kahn, Chief Executive
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Worst Decision Ever

We run an online business and were put into CardSave by a new developer who we were working with. We thought this was because our developer was looking out for our interests but discovered afterwards that Cardsave actively target developers and pay them nice commissions to put new customers their way.
What a disaster. The CardSave integration with our site did not work resulting in anything up to 25% of orders being lost because customers could not pay. Multiple hours on the phone to Cardsave and our developer (at £70 per hour for our developer), did nothing to improve things. We had also had enough of our developer and so decided to find a competent one and just leave CardSave alone until we could move back to an alternative supplier (not allowed to mention who).
Between the lost orders, wasted time and extra development costs Card Save cost us something in the region of £15 000. I told them this when they asked why I wanted to cancel. I never got a single word of apology. The new developer put the gateway from the alternative supplier (not allowed to mention who) live 4 days after our annual renewal date. Given our abysmal experience with them I would have expected them to be able to immediately cancel our account but this option was only available for a £500 charge. Alternatively we could keep our account dormant for the next 12 months at a cost of £300. In an attempt to keep our admin costs down I even offered to pay the £300 up front but any attempt to reason with them went out of the window and the only answer I managed to get out of anyone is "it is in our terms and conditions". They rattled this off in such parrot fashion that my guess is they must use this phrase many many times per day.
As Card Save were clearly happy to maintain a dormant account for 12 months we decided to make it as costly for them as possible and cancelled the direct debit and have been paying monthly by cheque.
In short, if you value your business, your sanity and your cash, do not even think about working with Cardsave.
CardSave

Reply from CardSave

Dear jonathan

Thank you for your feedback. I am sorry that you feel that our usual high standards of service were not met in this instance and I would like to apologise for any inconvenience this has caused you. We value your feedback, as this can help us understand our customers needs and to improve our services to you.

Kind regards,

Clive Kahn, Chief Executive
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COMPLETE INCOMPETENCE

[name] walked in the door on the 20/9/2013.We sat down and agreed on prices contract etc all good better than my current deal.Received e mail on the 29/9/2013 Telling me my application was successfull and was being processed.Then nothing, noticed in December a direct debit was on my bank account. As i had recieved no communication from cardsave i cancelled it.On the16/12014. I received a card terminal from cardsave.My wife phoned and explained we would not be using card save and had stayed with our current merchant.We were told some one would be in contact regarding trying to revive business with usand to hold on to the terminal.THEN THE FUN BEGINS.We have been billed for the hire of terminal so we phoned and were told to send a e mail to confirm cancellation of contract.CONTRACT we had not heard anything for 4 months and now i have been told we will have to pay £255.60 cancellation fee.Well i will not and after readinrgreviews on hear i will got to court and let the judge decide who is right.
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Issue Resolved.

UPDATE: I received a call from Cardsave customer services and my issue was promptly resolved. If things were as smooth in the first place my review would have been a 4/5 as opposed to the 1 star review I gave with my initial feedback below.

I will like to state that my only grievance was the termination fees which I was cornered to pay. Now that this has been waived and a confirmation letter is on it's way - I see no reason to review this company unfavourably.

For new businesses, please watch out for the closing clauses. Cardsave should train their staff to make sure the termination dates are clearly understood by potential customers. Further, it won't be a bad idea to call or inform customers prior to the renewal date as is the case with almost any industry. Should these changes be implemented, I am certain Cardsave will get no less than a 4 star rating.

My initial review is still visible below.

Thank you for resolving my grievance, and I sincerely hope you amend your cancellation policy.

Kind regards,

Muma Kaba


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I signed up for a year contract with Cardsave and in about 9 months in, the rates I was on were no longer competitive. So naturally, I got another terminal and kept on paying the monthly fees for the fixed and internet terminals provided by Cardsave. I was saving about £50 per month with this switch to an alternative company.

I called Cardsave (by telephone) about 3 months towards the end of my contract informing them that I will not be signing up or renewing my contract when it comes to an end.

Wait for this: The operator told me my request could not be processed, as I could only make such a request on EXACTLY 30 DAYS TO THE DAY MY CONTRACT ENDS. I questioned the legality of that but decided to call back 30 days later.

I was sold the terminal service by a field sales Rep on the 21/02/2013. It took a further 7 days for me to receive the terminal and for things to start working. I emailed Cardsave on 23/01/2014 informing them that I was giving them a 30 days notice to terminate both my internet terminal and the fixed terminal.

I received an email the very next day listing the charges that I will incur should I continue with cancellation, and a phone call later confirmed that Cardsave was hell bent on making life difficult for me because of my decision to move away.

I wrote a very reasonable letter stating my refusal to pay the charges for a technicality of missing the request to cancel date by 2 days (considering they took 7 days to get me running with the fixed terminal) and absolutely forever to get the internet terminal working. Do you think they acted reasonably? No! I am now being harassed with threats of county court judgements and they are demanding two payments of £251.82 for the internet terminal and a further £251.82 for the fixed terminal.

This is not how to treat customers especially when the service you have delivered hasn't been up to scratch. I am getting my solicitors to take over the fight for me. I will never recommend this company to any business; especially if you are a new business.

Muma Kaba
CardSave

Reply from CardSave

Dear Muma

Thank you for taking the time to leave us your feedback.

A member of our Customer Services team will investigate your issues and contact you today. We would like the opportunity put things right and agree a positive resolution with you.

Kind regards,

Clive Kahn, Chief Executive
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Don't even consider Cardsave, I wouldn't even give them 1 star

I have only had my card terminal since July 2013 and signed up under a deal with no minimum card transaction fees. I was notified in February that Cardsave now want to charge me a minimum of £25 + vat per month for card transaction fees starting in April. In the notification letter it clearly stated if you didn't accept these new terms you could cancel by the 1st April and not incur a charge. I have given written notification on the 1st March and still haven't received an acknowledgement. I have had to phone them and was given an alternative email address to send to, still no reply. During the phone call I was told there would be a charge of £150 + vat plus the outstanding months rental to cancel. This charge isn't mentioned in the letter I received and having checked the original agreement I cannot see any mention of a £150 + charge, I have asked for confirmation where this charge is mentioned in the agreement and surprise, surprise no reply to this question.

This isn't the first time I have had a problem getting Cardsave to reply to questions, their customer service is absolutely appalling, you have to constantly chase them to get an answer. I certainly won't be staying with them and would advise anyone thinking of a card terminal to look elsewhere.

I have now been contacted by Cardsave, unfortunately I must say I stick with my original review. Don't consider dealing with them, they aren't willing to listen, it doesn't matter that the salesman promised no increases or changes during the contract term. I only signed with Cardsave because they didn't impose a minimum transaction charge each month, I had already received cheaper quotes for both the card terminal and fees, but the other companies imposed a £20 minimum transaction charge.

Having spoken with a lady in Cardsave's customer service department, I must say they really are taking the mickey. I had always been led to believe that the £25 minimum transaction fee was what you would pay if your transaction fees didn't come to £25 each month, but I have been told that this will be levied on top of the transaction charges each month if they don't come to £25. So you could have £24 of fees and a £25+vat charge = £54.

When I was accepted for the card terminal last year I received a copy of the Worldpay Terms & Conditions, which don't impose a cancellation charge, you just have to pay the remaining monthly terminal charges, which is fair enough. However I am informed that Cardsave weren't part of Worldpay at the time and that this doesn't apply to my contract, but if you search the internet you will find that Worldpay acquired Cardsave in December 2010.

Maybe Clive Kahn can tell me why I was given a set of terms and conditions for Worldpay if they didn't actually apply to my contract, surely this is against the law?
Following my chat with their customer service department I have arranged return of the card terminal and resigned myself to a Small Claims court case to recover any cancellation charge which is levied by Cardsave / Worldpay.
CardSave

Reply from CardSave

Dear Martin

Thank you for taking the time to leave us your comments.

A member of our Customer Services team has to tried contacting you to discuss your issues. We will continue to make every attempt to contact you in order to offer our assistance in finding a positive resolution.


Clive Kahn, Chief Executive
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Poor Sales Person resulting in high fees for cancellation!!

Signed up with Cardsave on the 7th February 2011 after a lengthy meeting with sales representative. After using for three years and becoming increasingly aware of the hidden costs (again not advised by the sales representative), poor terminal performance (GPS unit) and lengthy time for funds to be deposited into business banking account as well made it incredibly difficult to change my business banking details when I changed banks.

Eventually I decided that it was time to move on and find a more cost effective company to work with, which I did. I contacted Cardsave to enquire about cancelling my contract, as it had been explained by the sales representative I could do this after 12 months as I was only tied in for the initial 12 months.

I was given no information about cancellation on the phone and was told to email the cancellations department. Two weeks later I emailed again as I had heard nothing and today 24.03.14 I have received an invoice for £481.86. Letter stating that this is for cancellation charges and for membership fees.

None of this was made clear by the sales representative as far as I was aware it would cost me nothing to cancel after the initial 12 month contract had expired.

Whilst I now appreciate that this is in the small print of the contract I feel that this is important enough that the Sales Rep should have made a point about telling me about these charges and fees.

As a small independent trader these charges are nigh on impossible to pay.

Needless to say I will not be recommending this company to ANYONE.
CardSave

Reply from CardSave

Dear Richard

Thank you for your comments and we recognise your frustrations.

For the merchant’s convenience the Cardsave Agreement renews automatically each year on the anniversary of the signing date unless the merchant gives notice at least 30 days prior to an anniversary date.

Merchant Example: If the agreement is signed on 31st October 2013 you are committed up until the 31st October 2014. You can cancel by serving notice for the agreement to end on the 31st October 2014 as long as such notice is sent in writing to Cardsave to arrive on or before 30th September 2014.

Cancellation fees will only apply if the merchant leaves Cardsave prior to an anniversary date. In this case the fees are £150 (excluding VAT) for each terminal and the balance of the monthly membership fees outstanding from the date of cancellation to the next anniversary date. Cancellation fees represent Cardsave’s costs for early termination. It may be beneficial for a merchant to maintain membership status by continuing to pay membership fees up until the anniversary date and thus avoid the £150 (excluding VAT) charge per terminal.

I hope this helps you understand these charges.

If you would like to call our Customer Service Team they will be more than happy to discuss this further with you.

Clive Kahn, Chief Executive.
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Cancellation fee rip off

I am write to dispute some of the comments made by the chief executive. I rang cardsave yesterday to cancel my account. I have given 2 months notice and the anniversary of my contract is in July.

I was informed by Cardsave that the cancellation fee is unavoidable. It is not related to advance notice nor is it linked to the anniversary date. Whenever I choose to cancel I will always incur a fee of £120 plus vat.

This I find is underhand and unfair. We were also advised that the cancellation fee only applies to the first year of the contract but having had the machine a few years and given sufficient notice I see no reason why a cancellation fee should apply
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NEVER AGAIN

After looking at my online business, I have decided to end my connection with cardsave, so I rang the number on their website and told I wanted to cancel the agreement.
I was told it would cost over 300.00 to cancel. Be advised, they will charge you 150.00 plus VAT to close the account early plus any outsanding fees..
This was not was I was told when I signed up from a link in EKM powershop. I received a phone call from a Cardsave rep and was sold on the speel he came of with, I was not told about the 150 cancellation fee and the auto roll over contract.
If you are looking to process credit cards, do yourself a favour and steer clear of these cowboys. and do the one thing. DONT LISTEN TO THE SALESMAN
CardSave

Reply from CardSave

Dear Mr Lyons

Please let me explain the procedure, this can also be found in your Cardsave Terms & Conditions. For the merchant’s convenience the Cardsave Agreement renews automatically each year on the anniversary of the signing date unless the merchant gives notice at least 30 days prior to an anniversary date.

Merchant Example: If the agreement is signed on 31st October 2013 you are committed up until the 31st October 2014. You can cancel by serving notice for the agreement to end on the 31st October 2014 as long as such notice is sent in writing to Cardsave to arrive on or before 30th September 2014.

An early settlement fee will only apply if the merchant leaves Cardsave prior to an anniversary date. In this case the fees are £150 (excluding VAT) for each terminal or Online facility and the balance of the monthly membership fees outstanding from the date of cancellation to the next anniversary date. Early settlement fee represents Cardsave’s costs for early termination. It may be beneficial for a merchant to maintain membership status by continuing to pay membership fees up until the anniversary date and thus avoid the £150 (excluding VAT) charge per terminal or Online facility.

During your discussion with Cardsave a compromise was made.

I hope this helps you understand these charges.

Clive Kahn, Chief Executive'
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Sneaky underhand business tactics who tell lies.

I signed up with CardSave on a 1 year agreement, and received reasonable customer service, although occasionally they were a little abrupt on the phone.

I found out just in time that they automatically roll you over each year, so if you don't contact them by the end of month 11 they will automatically extend your contract for another year. I thought this was underhand, but just added that as a reminder. I do think that sort of action should be banned.

I contacted them during month 11 of my contact because I had spoken to some other providers of card services who had lower prices, and cardsave offered me a rate review. The rates were better than my existing rates, but not quite as cheap as the other providers. I accepted this in exchange for no hassle changing providers, understanding it was a 12 month agreement.

Less than 3 months later they send me a letter saying they're introducing new additional authorisation charges which never previously existed. They're also jacking up the cost of refunds, and charging me to receive a statement amongst other things. Putting prices up mid-contract shows a lack of foresight by CardSave, they should really be dealing with that as part of a rate review each year, not mid contract.

Their letter made reference to the option to terminate without additional charges provided I serve written notice on them. As a result I shopped around again, found a great rate with another provider. I contacted them to find out how termination works. They said, sure you can terminate the Streamline agreement, but you are still bound by the terminal rental agreement, and we will charge you £150 to terminate agreement. So they print lies on their new pricing notification! Their customer service rep states that they can alter the contract as they see fit with sufficient notice they can do what they want! They say because they have given me notice I have to accept it or pay the termination costs.

I spent a day shopping around, sorting out a new provider. Then I find I'm going to be worse off if I cancel because of all the termination fees (that they said didn't exist in their letter). All I get is - we can't help it, our prices are going up, but we could possibly review your pricing for you, in exchange for staying with us for the next 12 months!

To go back on prices agreed prices a few months previously, then say you can't leave us even though we are putting our prices up speaks volumes about their business practices. This is a company to avoid as they obviously have no respect or commitment to their customers.
CardSave

Reply from CardSave

Dear Mr Turner

Thank you for your review, a member of our Customer Services department has called you today and has disucssed your concerns at lengh. A compromise was agreed enabling both parties to work together moving forward.

Kind regards,

Clive Kahn, Chief Executive
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Beware of this provider

I arranged a meeting with the local representative in order to ask some key questions about charges. We are a seasonal business and had not signed up with other providers as they all had a minimum monthly charge. This would have been a waste of money for us as we don't do any business for 6 months of the year.
The representative quite clearly informed me that there was no minimum charge and also the transaction fees were fixed and the same for cardholder not present transactions.
Our account was set up and he whizzed through the paperwork on a small tablet which I had to sign without being able to see the whole page.
Once invoices started to arrive I noted that the very charges that I had wished to avoid and reassured were not going to be charged were present.
I phoned Cardsave to complain and the representative I spoke to first couldn't find my details from my merchant number and suggested to me that the account was non- existent! We then got mysteriously cut off! I finally spoke to a seemingly helpful lady who promised she would contact the original Sales Representative and his Manager. She promised me a return call. I am waiting.
I feel that I have been blatantly lied to in order to get me to sign up. It is grossly unprofessional and fraudulent to say one thing verbally and have completely different information on the written contract. I will be fighting this all the way.
CardSave

Reply from CardSave

Dear Mrs Rankine

Thank you for your review, we would like to apologise that you have not received the level of customer care that is expected from us.

We have since spoken to you about your concerns and have agreed a positive resolution.

Kind regards

Clive Kahn, Chief Executive
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disgusting service never again

I opened an account with this company in good faith as it seemed a great deal and [name] was very friendly.
account opened first had to chase terminal then charged for till roll pack I never asked for.
then invoice one is fine invoice two arrives charges galore that hadnt been mentioned by [name]
invoice three after numerous phone calls disputing charges on invoice to be told they would be refunded. Refunds I was still waiting on and still am to this day
invoice three had same charges on again!
It is a good job I took names and dates of who I had spoken to otherwise I would of been palmed off.
they cant send out letters they promise but they are quick to send my bill out!
Its such a shame as a recommended by father to use the company and he had same issue recieving terminal then he had no merchant no. To use so was paying rental on a useless machine. Needless to say that account was cancelled 2 days after opening.
I on the otherhand cannot do so but I will be waiting till the date I can give my notice to this useless company.

please steer clear. Unless you like paying people for an awful service
[names] are some of the useless staff I jave spoken to. Pointless waste of time
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Refuse to replace faulty Terminal

We have now been on phone for 45 minutes and they are refusing to send out handset in time for our Trade Show at the NEC this Saturday despite having sent out one faulty one already.
Rude, unhelpful - worst customer service I have ever experienced.
As former barrister I will be taking action for breach of contract and any damages that arise as a result of the lack of performance.

I need the machine by tomorrow and they are just refusing. If anyone from Cardsave looks at this it is not too late to send it to me by 24 hour delivery.
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Review by confirmed purchaser

Misinformed and unhappy but improving

Not enough explained by the regionals manager/salesmen. Unhappy with the service overall. If I'm one marchant why do I have to pay minimum transaction fee on both of my devices. That was not explained right and created a big problem for small startup like ourselves and additional costs.

After:Caution recommended when dealing with their reps as possible to come across a pain in ass. When original review was written situation was fixed quickly and politely so change of original score to 3 instead of 1. Keep improving U lot , a customer satisfaction is everything now. Hopping for successful future and cooperation. Thank you for having some decency to improve on what's needed.
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Deceitful, rude and time-wasting - AVOID

I run a small charity that has been using CardSave for a few years. In recent months I have found them deceitful, rude and unhelpful, and potentially fraudulent.

On 19 September, when my card machine wouldn’t process items from a charity auction the night before, I rang CardSave to ask for assistance. I was told firstly that my merchant number had to start with a 3 and that the merchant number I was providing had to be incorrect. After getting off the phone, I rang back and was told that my merchant number was fine. I was asked to put my supervisor card through but I didn’t have one.

About a week later, and spending more than £5 on the supervisor card, I received my supervisor card and I rang back. I went through the various checks that were requested, none of which worked. I tried the card machine at home and at the old office, as well as at the new office, and it never worked. I was asked to find an Ethernet cable, and I did, and I called back and did the checks and it didn’t work.

I also requested that our system be changed from a card terminal to an online service and was told that this was fine, but that it would take about six weeks for the system to be up and running for us.

After waiting nearly six weeks and hearing nothing, I called back on 13 November 2013 and was firstly told that there was no record of my ordering an online system.

I asked to cancel my account as I was disappointed about the total lack of records kept. I was then told by another “Customer Services Advisor” Adam, that there was a record of this being referred to sales, but that someone from sales should have contacted me (which they hadn’t) and that it would take some time to follow up on what had gone wrong.

I pointed out that I have been paying for a card machine that has not worked for this organisation since sometime in early September, and that as a charity this was a big problem. I requested repayment of the last two months of the card machine due to it not working throughout this time.

[Name] then told me that there was no record of my machine not working since 4 October, when I was supposed to call back with the Ethernet cable. I had called back, and I did the tests with the Ethernet cable, which still didn’t work. However, according to [Name], I need to prove this to CardSave, even though there is no record of any transactions being processed on our machine since before this time. I can provide numerous emails that I’ve had to send out to our supporters to get them to send cheques instead of their card details due to the card machine not working, but [Name] refused to believe that I was telling the truth, and insisted that I prove that I called up again. As we use a free VOIP phone from one of our supporters, we do not receive call lists or bills, so I cannot prove that the phone calls were made. However, I would think that a customer ringing up and stating that the machine hasn’t worked for two months should be taken very seriously and not called into question by a rather rude Customer Services Advisor.

I said that I was not at all happy with a service that promises me one thing but then fails to deliver it, not a service that charges me for something I am not receiving. He said that it would cost me £252 to cancel my account, or £144 to let the account run out in May. I pointed out that this is a charity, and that Card Save is expecting to receive money for a service it is not providing, and is then going to charge extra fees on top of the remaining contractual terms if I want to pull out early due to unacceptable levels of service and non-delivery of their end of the deal.

I noted that at no time was a replacement card machine or a person to come out and fix our system offered, yet for some reason I am expected to pay for something I am not receiving. I said that I could not understand how CardSave can operate a business in this way.

I requested the following:
- Repayment of any charges made to the charity by Card Save since 19 September 2013, the first date I rang about the problems;
- Cancellation of my account without further charges or penalties, in light of the total failure of Card Save to provide a functioning system;
- A complaint to be raised in light of the failure of Card Save to order our replacement terminal, and the totally inadequate response I received from [Name] specifically today.

Shortly after this, on or around 14 November, I received a call from someone at CardSave stating that they would send someone out to the office the very next day to fix the card machine.

Almost immediately after this conversation, on the same day, I received a call from someone purporting to be [Name], who said he was a Team Leader with CardSave. He was extremely apologetic about my experiences and said that he would fix everything, but that the person would not be coming to fix the machine as it was not that kind of machine (or some such explanation). [Name] said that he was emailing the CEO asking for the last two months, as well as the next three months (which had just been taken out of our account), to be repaid to us. He also said we could transfer onto the virtual terminal without penalty, and that he would match another quote we had received for a virtual terminal for £10 per month including 100 transactions.

I didn’t hear back from him so I rang his number, left messages, and eventually caught him on his mobile number. He said he was on leave, and that he was surprised that this hadn’t been dealt with in his absence. He said that the CEO had agreed to all his requests, and he said he would send me the paperwork that day.

A day or two later, on 19 November I received the paperwork from him, but with no confirmation of our discussion. As I was concerned about previous statements made by CardSave staff that were later denied by other staff, I sent an email on 20 November 2013, including the following request:

“Can you please send me a few sentences outlining what we have agreed over the telephone - ie, that this contract will replace the existing arrangements that we have with the card terminal (rather than be in addition to them) and that we will be refunded for the cost of the terminal since 19 September (5 months, including the payment on 19 November for the next three months). Given that my recent conversation with Customer Service Adviser [Name] included his comments that I couldn't prove that I'd had a certain conversation with CardSave, I'm reluctant to progress with a new contract in the absence of something in writing.”

No reply was received. The next day, I also realised that there was an error in the draft contract, so I sent another email noting that the paperwork did not match the quote.

No reply was received. On 28 November, I sent a follow up email asking if he had received them.

No response was received. I rang [Name]’s phone number and left messages, but never got through on either his mobile or work number.

In mid December, I received a phone call from another person telling me that [Name] had asked them to call to ask why I hadn’t returned the contract. I said that my queries from 20-21 November had not yet been answered. The person I spoke to appeared to refer to my emails and said a reply would be forthcoming.

Today, I rang [Name]’s mobile number and he answered the phone. He sounded like a completely different person to the person I had spoken to the first time. He said that he was sending off an email now to the CEO asking for those things that I had requested. I reminded him that he had already told me some weeks / months ago that this request had been approved and that this had already been done. He denied that this had ever been approved. I repeated that he most definitely had said that it had been approved, as we would not be entering into a new contract with CardSave without the refunded money or confirmation of transfer. He then placed me on hold for approximately 10 minutes, then came back to say that those requests had been denied. When I asked him why he had not responded to the emails I sent on 20 November, 21 November and 28 November, he said that it was because he hadn’t received the response from the CEO yet. I asked him why, if he hadn’t received the confirmation, he didn’t respond to state that the CEO had not approved the agreed refunds, as [Name] had previously told me. He could not answer this question.

He then told me that CardSave has evidence that my machine had been working in October, which it most definitely had not. I told him that the only time we had used the card machine with any success in October was when the machine told us to ring the international approval line, which we did, and the machine printed out confirmation receipts. However, that money did not appear in our accounts and we had to chase AIGBMS and send the scanned machine receipts to them for them to process. No purchases have been rung up at all since prior to 19 September 2013, and any evidence to the contrary must be either faked or non-existent.

I have repeatedly had this problem with CardSave where I am told that I only rang twice and that my machine ended up working, whereas in fact I spent many hours on the phone to the help desk, tried everything, and still didn’t have things working. As we are a busy charity I couldn’t continue to spend every day on this problem, but the machine never worked and I certainly never gave CardSave any impression that it was working. According to CardSave, the machine was fine from 4 October. However, even if this were true (which it is not), I have been in regular contact with CardSave, including in writing, between 19 September and 4 October and since 13 November to the present day, which would only affect a maximum of one month 9 days, and have made it extremely clear that the machine is not and has not worked since 19 September. Steven said that CardSave had already refunded me two months rental. I pointed out that it is now January, and we still don’t have a functioning card machine. He merely repeated himself, parrot-like, ‘like I said, the Help Desk said, the Help Desk has approved….’ even though I have repeatedly and emphatically set out the truth of the matter to CardSave in my emails and throughout the many long and frustrating calls I have had to spend talking with CardSave staff.

I expressed significant concern that [Name] had made so many definite and confirmed commitments on the phone, and had sent me the contract to fill out without confirming them in writing. If I had trusted what he had initially promised, I would have signed up for a new contract with CardSave without any of the refunds or conditions that had been agreed. I noted that this was fraudulent and that I felt that I was being conned and scammed in this situation. I have wasted an inordinate amount of time on this issue and am truly disgusted with the lies and the attitude I have received from CardSave.
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Very Very Poor Handling of Business Transfer

I have contacted Cardsave in November 2013 to change my wife's terminal configuration to work with my new merchant account that was set up directly with streamline. After awful number of phone calls, going through all different departments, endless queuing and passing over my security details, I was told that I can’t do it.
I said that we would like to terminate my wife’s contract then, as I have already opened new merchant account for my new company directly with streamline, with better rates for card processing. This would obviously would cost me some money, as it’s a rolling contract and renews automatically, so I would have to pay all reminding membership for terminal rental. Even then I was decided to leave, as I would get those money back within next 3 month just from the saving when using my new rates with streamline.
Cardsave has offered then over the phone, much better rates for me, when I take over my wife’s agreement. To do that, my wife has send out an email to [sensitive data] on 22 of November, to let them know that, I will be taking over the terminal agreement, as advised to do by the customer service. Representative (name can't be mentioned here) has filled the new agreement application in our store on the 27 of November. She has offered attractive rates that would greatly reduce our monthly cost for transaction, saving us more than 100 pound each month, and offered free additional keypad to our existing terminal. Sadly the keypad has never arrived. In December I have contacted Cardsave regarding account take over, as I haven’t received any communication regarding new agreement processing status. I did asked them why my name is on November bills, while the rates are still from the previous contract that was in my wife’s name. I have been advised that because my wife has not send out an email to [sensitive data] they have not processed the account take over and reconfiguration of the terminal. That obviously was not truth, as the email has been send out on the 22 of November. In the mean time we have received December bill, which was in my own name but still showing old rates. My wife has send out another mail to cancellations on the 30 of December, with the information that I have taken over the agreement but the bills are incorrect calculated based on our old rates. Today on the 07 of January I have contacted the Cardsave over the phone, as all card processing payments where still going into previous bank account, which means the transfer still has not been completed. I heard few different excuses over the phone, one of them was, that the last bill I have received it’s a cancellation fee, which was not true at all, because it was just a general processing charges bill. Another that my account is closed and the merchant number I have on the recent bill is incorrect, another that we have not send out a cancellation email, and finally that I haven’t phone them to change the configuration of the terminal, which was something totally new for me, as nobody never mentioned before that I have to contact them, and when I have to contact them to change the configuration of the terminal. I could not change it during this phone call as I was at home with two kids, so travelled to the shop, found the supervisor card and phoned them again. You would not believe how many times I have to phone to accomplish this simple terminal reconfiguration.

Eventually, after about 1hour on the phone, having two kids(4y and 6m) in the shop, I have heard that the machine would now be reconfigured to my account. I was given verbal instructions over the phone and talked through how to do this. It failed. In fact, it failed TWO times with me having to phone the company back and be held in a queue each time. Frustration isn't a strong enough word to describe how I felt! Then, I finally got a young woman who knew what she was doing who instructed me again but with a different set of instructions - and Geronimo! It worked! However, this whole process cost me time and money and frustration for me and my family.
So in summary, my business transfer was far from satisfactory and there appeared to be total lack of communication between the departments.
During the same phone call, I have requested the last bill for December to be corrected (all charges were based on old rates), and I was told, that I should have phone them and change the terminal configuration earlier, and until then all card payments were processed on previous (my wife’s) account (disregarding fact that new company name and my own name as new account holder is on those bills). I was told that, when I have seen that processing money are still transferred into old bank account, I should of know earlier that the account take over has not been completed, and contact them to get the terminal configuration changed.
Big time rip off. Nobody never mentioned that I have to phone to change the terminal configuration, not a single email has been send out to me with terms and conditions of the new agreement I have signed, not a single response has been made after my phone calls and emails(Sorry i forgot you don’t have facilities to make phone calls as we live in the stone age, and surly you can’t send emails either, and instead, just throwing stones in your office, against each other head, with small messages on them. Or perhaps your post birds are having difficulties to fly in such a windy weather we had recently, I don’t care.) But I guess that is also why you never know what makes me call you again! It’s difficult to believe that your system has not been flagging, blinking and electro shocking everyone close, about that the account take over and reconfiguration is still not completed after 40 days!
How dare you say it’s my fault!!!?
I want December bills to be corrected NOW!
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AVOID AT ALL COST

Worst Payment Processors Out There!!
Stay clear of this company at all costs!!
First off you are but on a 12 month rolling contract, this means if you cancel within 12 months you have to pay £468 to leave the contract, wait for it!!! if you decide you want to leave you have to give them a months notice, this will also cost you £100 as a jester of good will, so basically if you want to cancel after 11 months you will get ripped off no matter how you cancel your agreement. THIS IS THE WORST CARD PROCESSING COMPANY I HAVE EVER USED !!!!!
CardSave

Reply from CardSave

Dear Stephen

Thank you for your feedback, please accept our apologies that you are unhappy with the costs to close your account. Please let me explain the procedure, this can also be found in your Cardsave Terms & Conditions. For the merchant’s convenience the Cardsave Agreement renews automatically each year on the anniversary of the signing date unless the merchant gives notice at least 30 days prior to an anniversary date.

Merchant Example: If the agreement is signed on 31st October 2013 you are committed up until the 31st October 2014. You can cancel by serving notice for the agreement to end on the 31st October 2014 as long as such notice is sent in writing to Cardsave to arrive on or before 30th September 2014.

An early settlement fee will only apply if the merchant leaves Cardsave prior to an anniversary date. In this case the fees are £150 (excluding VAT) for each terminal or Online facility and the balance of the monthly membership fees outstanding from the date of cancellation to the next anniversary date. Early settlement fee represents Cardsave’s costs for early termination. It may be beneficial for a merchant to maintain membership status by continuing to pay membership fees up until the anniversary date and thus avoid the £150 (excluding VAT) charge per terminal or Online facility.

During your discussion with Cardsave a compromise was made.
I hope this helps you understand these charges.

Clive Kahn, Chief Executive.
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discgrace of a company !!!!!!!

after account closed they are still trying to bill me not happy

NOT EVEN WORTH 1 STAR

BUYER BEWARE
CardSave

Reply from CardSave

Dear Mr Ackroyd,

Thank you for your feedback, we have investigated this and can confirm the invoice raised is a valid charge from the month of November, prior to your account closure.

If you wish to discuss this please call our Customer Services on 0844 209 1500. Opening hours are Monday - Friday 8.30 - 17.30

We wish you and your business well for the future.

Clive Kahn, Chief Executive.
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Misleading sales and Poor customer service

I have not used the account and have been told it is going to cost £468 to cancel. Be very wary of this company. I wish so much I had read these reviews. Firstly the salesman told us different figures to what was sent through and told us it would be cheaper than paypal it will NOT at the rates on the forms. He also insisted we sign up then and did not explain the cancellation fees. I was also offered cardsave system through a booking system far cheaper than he offered and he said he would match but that never happened. He just ignored my calls. This system will not work with the booking system I am about to use and I cancelled the system before it was set up but still they wish to charge me nearly £500. I used to be an FSA approved person and work as a director in an FSA regulated company and I do not believe this is how financial transactions should be sold. I am complaining to the ombudsman as my complaint to them taken by "[Name]" on 2 occasions is now more than 28days unresolved.

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