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 "Sarah" on 2 occasions is now more than 28days unresolved.
My terminal stopped working a week last Saturday, since then I have spent hours on the telephone to Cardsave trying to resolve the problem all at my expense as apparently they can't make outgoing calls - I was sent a new sim card which didn't work, more phone calls and then I was told that a machine was being couriered to the fair I was at (a week after the machine first stopped working) two calls later on the Saturday morning I discover that in fact they lied and no card machine had been despatched. We were then told that the machine would be delivered today. My husband spent the entire day waiting for it (I was in London at another fair), despite calling we still don't have the machine and apparently nobody can tell us why. I have several thousand of pounds waiting to be put through, as each day I have been told that the problem would be resolved. Nobody has taken any responsibility I have never had to deal with such a terrible organisation before and I will be holding cardsave responsible for any payments that are not processed. Tomorrow I will have to get in touch with the Financial Ombudsman Services.
Had an issue closing my Cardsave account which was very quickly reconciled as a result of direct contact from Customer Service. Matthew was polite and courteous and had a good knowledge of Cardsave's business model which engendered confidence in Cardsave as a Company
Initial sales by phone and meetings were good.
Trying to get an introductory pack is like getting blood out of a stone. I only knew I needed something when I received my device and I needed a merchant number so phoned in.... Was told my merchant number and my introductory pack would be re-sent, then I was phoned and told it was on its way, when it didn't turn up i phoned up - received attitude from a girl who asked me a few questions and then without even telling me just put me into a waiting queue, and then I was told there was no introductory pack, you just need your merchant number. Still haven't received an official letter etc with my merchant number on it, I've just been told this over the phone. So not impressed with differing stories/not impressed that you can't get a simple letter/introductory pack. And you got my bill wrong!
After many many years of using card save we no longer needed the membership and so called to cancel only to find a hefty charge of £120 for the privilege.
Cardsave have now contacted us and we have now had a favourable outcome to this issue.
Initially, when the rep called to advise on change of ownership/business transfer, I felt encouraged. I was advised the changeover would be fast-tracked within 5-10 days. This didn't happen, despite many frustrating phone calls and my card payments were still being transferred into the previous owner's bank account.
Eventually, after about 30 days, I received a phone call (as I had chased yet again when the machine would be in my name and account) to say 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 THREE 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 my customers as I had no card facility during my busiest time.
So in summary, my business transfer was far from satisfactory and there appeared to be total lack of communication between the departments.
I had the card machines delivered about two weeks ago and have phone the sales guy about twenty times now I have had no reply the machines are still in the boxes . I had a phone call from your company told them as we'll , and still the machines are sat there!
I have swapped supplier and for the first 2 outdoor events the machine has not worked, we have been on the phone but we couldn't get the card machine to be connected.
I am still waiting for the address for my shop's card machine to be changed from my home address to my shop address and this todate still hasn't happened.
i have been with cardsave for 3 to 4 weeks now and find that payments are made to my account almost daily, i am also paying far less commission
for almost the same monthly fee i was supplied with a portable pdq machine which i use at the farmers markets i attend, by carrying the mobile pdq machine there is far less chance of loising any sales
Mrs Mowbray found this review useful
Was very impressed with the level of sevice , the time from first sales call to receiving my terminal was very quick the after sales is very good and my mrchant manager claire is very good
Mrs Mowbray found this review useful
We have been trading for 16 years and this is the first time we have had a card machine and so far card save has been very good for us and it appears we are selling more through having there card machine.
Mrs Mowbray found this review useful
The 1st machine went in brilliantly. The second machine will not go in at all. I rang customer services and the lady tried resetting it but of course I'm on the phone so she couldn't. She told me how to do it. I've done it 4 times and it still doesn't work. I'm only on the premises once a week so I can't sort it out. Paying for a machine I can't even use. I think an engineer should have come out set them all up and given us a demonstration as all my staff were frightened to use them.
it took far too many phone calls to get Card Save and Streamline to sort our trading name, type of company and address details, so much so, to the point that I know that the money is going into the right account and I can't be bothered to check the details they have on file, as I know it will lead to more phone calls and apologies.
We had a contract I was happy with. Had no problems but then never had to deal with customer services. We opened a second shop and asked for a temporary terminal with the view that we would be taking a second long term contract at a later date. The terminal didn't work I spend over 6 hours on the phone to technical support who told me each time the problem was sorted only to have the same problem shortly afterwards. I called to cancel the contract as the terminal wasn't working and I couldn't take payments - I only had the terminal a matter of days. I was told that I would only receive £102 of the £204 spent on getting the terminal. I was told I could not speak to a supervisor and I could not speak to anyone else. I will be cancelling our contract on the 12th January when it is up and be going with Paypal who have so far had a fault less service. We are opening a 3rd shop and I am aware of the amount of money Cardsave will be loosing from us, but they don't care. Well dont card save loosing what will be around £3600 per year in charges for a £102 charge.
We applied for the service with CARDSAVE at the end of October 2013. Within days of signing up we had an email asking for feedback which to me is CRAZY as we hadn't even started using the service. ALARM BELLS then rang when we had a direct debit set up and received a letter informing us of our charges and when they will be taken from our bank, again we still hadn't been given the green light and started using the service. I tried contacting the sales rep who had visited us but he was almost IMPOSSIBLE to get hold of and became invisible to my calls after 2 weeks of trying. After weeks with no answers enough was enough so I called customer services and to my complete HORROR I discovered my company had been REJECTED with no explanation. I can only imagine the sales rep is on commission and lost interest when our account didn't go through. I find the experience a total WASTE OF TIME and would not recommend CARDSAVE as there are other companies out there that offer a far superior service with better customer care and after-sales.
Don't promise what you can't deliver.
Return calls even if just to say I'm on the case
Good service and good customer service. I searched many different companies for a card machine for my business and this one was the best offer and worked out the cheapest. I can't wait to receive my card machine for my business. Thanks again,
The spiel led me to believe that the changeover would be handled by cardsave including severance from the previous supplier, as utility companies do. This was not the case, and I ended up with two simultaneous contracts. It cost me several hundred pounds to annul the new contract, as i held cardsave to blame as no mention was made that I would have to cancell my supplier myself. Perhaps cancellation costs should form part of the quotation !!!
Just like [name] I was not advised of the cancellation policy by the salesman. I told him that I needed the terminal for no more than 12 months. After the 12 months they put up our payments and demanded £350 to cancel the account! Needless to say I've put in a complaint about the dodgy sales techniques.
We run a small Cake business. Recently our terminal broke down and was replaced. At the time of requesting a new one and then at time of delivery, there was no mention of the need to keep the old terminal, so we disposed of it.
Today a week after the replacement, we had a call saying a Courier would collect the old terminal. When informed it had been thrown away we were presented with a bill for £600.
Despite Cardsave recognising that they had not communicated with us, at any point, about the return and that the delivery courier could have picked up the old terminal, they are hiding behind the small print and insisting on the payment £600. The attitude by the staff has been both arrogant and aggressive.
Update to compaint
I am pleased to advise that following a discussion today our issue has been resolved
proffessional friendly sales advisor went through all the charges and options very clear and understandable.
We have used them for 2 years, and while we never had any problems to begin with, now that we have swapped to a much cheaper deal with another company they have tried to bill us £370 to leave! The salesmen obviously don't tell you about any of these charges when you sign up, because they would have no customers! Also they never send out a contract renewal each year. In fact my invoice is dated 30th October, but when I asked to cancel it they decided that is was actually 22nd, therefore I would have to pay for 1 whole years membership! On top of that is the £150 for the terminal, which they also want returned to them!
The customer service is useless and very unhelpful, I asked to speak to a manager and was told that the managers don't speak to customers! What a great policy!
I really warn everyone - don't sign a contract - AVOID!!!
REPLY TO BELOW -
Thank you for explaining your unfair company policies in more detail - isn't it a shame that your staff don't explain any of this when signing up!
I find it hard to believe that you take the time to reply to a review on here, but not you, nor none of your managers will speak to me on the telephone! I can't believe you suggest I keep my membership for another year - that is not a solution.
I still stand by my previous advice - AVOID!
Being new to accepting card payments , we did everthing we were told , but alas thinks went wrong and we lost £153 . After complaining is is now 6 weeks later and it still has been resolved.We have been passed from cardsave to stream line then back again, then to streamline again and now back to cardsave
Would not recommend them
we don't think much to them thay take ages in putting your money over and then take money out of your bank with out telling u and will not be be having this for much longer and well over priced for the uint all a con at the end of the day
We are a small bed and breakfast and have been with CardSave since 2007 and although expensive (we have one terminal and pay £80 per quarter rental), have had no previous problems. On Tuesday morning one of our guests paid on his card and on removing it from the terminal the card broke into two pieces one of which was left in the terminal. We immediately rang CardSave, explaining the situation, and were told that we could return our terminal and they could send out another but it would cost us £600!! (more than we can afford). The terminal was still functioning as usual but couldn't accept a card because of the piece of card lodged inside. We felt we had no option but to try and remove the card which we did with tweezers but this triggered an anti tamper function. I spoke to another more helpful girl on the helpdesk and she said that we should return the return the terminal and they would send out another, unless the damage was caused by misuse there would be no charge. If we had been told this in the first place we wouldn't have tried to remove the card. To CardSave credit the new terminal arrived the following morning and we are back up and running We are awaiting to find out whether we shall be charged or not.
We are very upset at the possibility of having to find £600 which we do not have for something that we believe is not our fault. The amount seems over the top especially as the terminal is not new, we are paying £80 a quarter for the terminal rental, and have been paying that for the last 6 years without any previous issues.
If we do have to pay then we shall have no alternative but to cancel our contract as we can't take the chance on having another terminal problem. We have friends who are considering CardSave for their own business but we shall be urging them to look elsewhere.
PS When we joined CardSave we queried the Sales Rep about cancellation charges and he told us that although there was a section in the contract he didn't know why because it was never implemented. We asked for written confirmation which was never received.
Robin & Beryl Bray Bridge End Farm Guest House Grassington (01756 752463)
UPDATE 25/10/13 - Am pleased to say that within an hour of the review being posted we had a call from CardSave and they have agreed to cover the cost of any repair. They have also offered us an improved contract.
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