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Weird Amex Charges...

Dave Alton
$organization

Hey all,

We have been using Element Payment processing since September and have been extremely happy with them thus far.  We have had a few hiccups here and there but overall we have been extremely happy.

On the 15th Element was taken over by Vantiv and all of the systems on the back end have changed.  As of that date we are also seeing a Point of Sale Terminal Not Sent fee on our transactions.  This is new and is a significant charge compared with our other charges.  We didn't make any changes prior to the 15th and we can see some transactions work fine where as others don't have this fee.  Our website we get this fee every time which we didn't used to.  Our phone room we see the fee on one transaction but no the other.  I have two questions:

1. Is anyone else seeing this fee either with Element or Transcend if so how did you fix it?

2. Has anyone suddenly seen this happening with their AMEX transactions?

Your answers will be incredibly helpful and if you are on Element and you process AMEX can you check to see if you are getting charged?  Maybe everyone should check and see if suddenly AMEX changed something but didn't bother to tell us?

Thanks,

Dave Alton

 

  • $organization
    Dave,

    We has this very same issue. Very significant fees. We called Element, and they promised to fix it. So far they have succeeded in getting about a third of the fees refunded and are working on the rest. I suggest you get in touch directly with Element

    Alan Levine

    On Jan 28, 2014, at 9:46 PM, "Dave Alton" > wrote:


    Hey all,

    We have been using Element Payment processing since September and have been extremely happy with them thus far. We have had a few hiccups here and there but overall we have been extremely happy.

    On the 15th Element was taken over by Vantiv and all of the systems on the back end have changed. As of that date we are also seeing a Point of Sale Terminal Not Sent fee on our transactions. This is new and is a significant charge compared with our other charges. We didn't make any changes prior to the 15th and we can see some transactions work fine where as others don't have this fee. Our website we get this fee every time which we didn't used to. Our phone room we see the fee on one transaction but no the other. I have two questions:

    1. Is anyone else seeing this fee either with Element or Transcend if so how did you fix it?

    2. Has anyone suddenly seen this happening with their AMEX transactions?

    Your answers will be incredibly helpful and if you are on Element and you process AMEX can you check to see if you are getting charged? Maybe everyone should check and see if suddenly AMEX changed something but didn't bother to tell us?

    Thanks,

    Dave Alton





    This message was sent automatically to you by www.tessituranetwork.com because you subscribed to the Tessitura Technical Forum. You may reply to this message to post to the Technical forum or visit the site to search, read and post to the forums. In the interest of keeping the forum posts from becoming cluttered, we encourage you to delete previous message text from your reply before sending. Thank you!

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  • $organization
    Oh no we did get in touch with them and they reversed the first set of fees but the fees keep increasing day by day we just don't understand what we aren't providing. It is also good to know that it isn't just us. I expect that everyone on Element is experiencing the same problem, they may not have noticed yet.

    Thanks,

    Dave Alton
    213.972.7539
    Center Theatre Group  

    -----Original Message-----
    From: Tessitura Technical Forum [mailto:forums-technical@tessituranetwork.com] On Behalf Of Alan Levine
    Sent: Tuesday, January 28, 2014 7:07 PM
    To: Dave Alton
    Subject: Re: [Tessitura Technical Forum] Weird Amex Charges...

    Dave,

    We has this very same issue. Very significant fees. We called Element, and they promised to fix it. So far they have succeeded in getting about a third of the fees refunded and are working on the rest. I suggest you get in touch directly with Element

    Alan Levine

    On Jan 28, 2014, at 9:46 PM, "Dave Alton" > wrote:


    Hey all,

    We have been using Element Payment processing since September and have been extremely happy with them thus far. We have had a few hiccups here and there but overall we have been extremely happy.

    On the 15th Element was taken over by Vantiv and all of the systems on the back end have changed. As of that date we are also seeing a Point of Sale Terminal Not Sent fee on our transactions. This is new and is a significant charge compared with our other charges. We didn't make any changes prior to the 15th and we can see some transactions work fine where as others don't have this fee. Our website we get this fee every time which we didn't used to. Our phone room we see the fee on one transaction but no the other. I have two questions:

    1. Is anyone else seeing this fee either with Element or Transcend if so how did you fix it?

    2. Has anyone suddenly seen this happening with their AMEX transactions?

    Your answers will be incredibly helpful and if you are on Element and you process AMEX can you check to see if you are getting charged? Maybe everyone should check and see if suddenly AMEX changed something but didn't bother to tell us?

    Thanks,

    Dave Alton





    This message was sent automatically to you by www.tessituranetwork.com because you subscribed to the Tessitura Technical Forum. You may reply to this message to post to the Technical forum or visit the site to search, read and post to the forums. In the interest of keeping the forum posts from becoming cluttered, we encourage you to delete previous message text from your reply before sending. Thank you!

    ________________________________

    This e-mail message is intended only for the recipient(s) named above. This message may contain trade secrets, attorney-client communication, or other privileged and confidential information. Any review, re-transmission, dissemination, reproduction or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the Sender and delete the material from any computer.


    This message was sent automatically to you by www.tessituranetwork.com because you subscribed to the Tessitura Technical Forum. You may reply to this message to post to the Technical forum or visit the site to search, read and post to the forums.

    In the interest of keeping the forum posts from becoming cluttered, we encourage you to delete previous message text from your reply before sending. Thank you!
  • $organization
    Thanks for posting about this, Dave. We use Element as a gateway only; however one of our resident companies uses Element as their processor. I will pass this on to them and see if they are having the same issue.

    Thanks,
    David

    > On Jan 28, 2014, at 7:29 PM, "Dave Alton" wrote:
    >
    > Oh no we did get in touch with them and they reversed the first set of fees but the fees keep increasing day by day we just don't understand what we aren't providing. It is also good to know that it isn't just us. I expect that everyone on Element is experiencing the same problem, they may not have noticed yet.
    >
    > Thanks,
    >
    > Dave Alton
    > 213.972.7539
    > Center Theatre Group
    >
    >
    -----Original Message-----
    > From: Tessitura Technical Forum [mailto:forums-technical@tessituranetwork.com] On Behalf Of Alan Levine
    > Sent: Tuesday, January 28, 2014 7:07 PM
    > To: Dave Alton
    > Subject: Re: [Tessitura Technical Forum] Weird Amex Charges...
    >
    > Dave,
    >
    > We has this very same issue. Very significant fees. We called Element, and they promised to fix it. So far they have succeeded in getting about a third of the fees refunded and are working on the rest. I suggest you get in touch directly with Element
    >
    > Alan Levine
    >
    > On Jan 28, 2014, at 9:46 PM, "Dave Alton" > wrote:
    >
    >
    > Hey all,
    >
    > We have been using Element Payment processing since September and have been extremely happy with them thus far. We have had a few hiccups here and there but overall we have been extremely happy.
    >
    > On the 15th Element was taken over by Vantiv and all of the systems on the back end have changed. As of that date we are also seeing a Point of Sale Terminal Not Sent fee on our transactions. This is new and is a significant charge compared with our other charges. We didn't make any changes prior to the 15th and we can see some transactions work fine where as others don't have this fee. Our website we get this fee every time which we didn't used to. Our phone room we see the fee on one transaction but no the other. I have two questions:
    >
    > 1. Is anyone else seeing this fee either with Element or Transcend if so how did you fix it?
    >
    > 2. Has anyone suddenly seen this happening with their AMEX transactions?
    >
    > Your answers will be incredibly helpful and if you are on Element and you process AMEX can you check to see if you are getting charged? Maybe everyone should check and see if suddenly AMEX changed something but didn't bother to tell us?
    >
    > Thanks,
    >
    > Dave Alton
    >
    >
    >
    >
    >
    > This message was sent automatically to you by www.tessituranetwork.com because you subscribed to the Tessitura Technical Forum. You may reply to this message to post to the Technical forum or visit the site to search, read and post to the forums. In the interest of keeping the forum posts from becoming cluttered, we encourage you to delete previous message text from your reply before sending. Thank you!
    >
    > ________________________________
    >
    > This e-mail message is intended only for the recipient(s) named above. This message may contain trade secrets, attorney-client communication, or other privileged and confidential information. Any review, re-transmission, dissemination, reproduction or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the Sender and delete the material from any computer.
    >
    >
    > This message was sent automatically to you by www.tessituranetwork.com because you subscribed to the Tessitura Technical Forum. You may reply to this message to post to the Technical forum or visit the site to search, read and post to the forums.
    >
    > In the interest of keeping the forum posts from becoming cluttered, we encourage you to delete previous message text from your reply before sending. Thank you!
    >
    >
    > This message was sent automatically to you by www.tessituranetwork.com because you subscribed to the Tessitura Technical Forum. You may reply to this message to post to the Technical forum or visit the site to search, read and post to the forums.
    >
    > In the interest of keeping the forum posts from becoming cluttered, we encourage you to delete previous message text from your reply before sending. Thank you!
  • $organization

    Thanks for this post!

    Starting on 1/15/14 we have been charged a "Noncompliance fee" by AmEx on all of our submitted batches. I called Element and first level customer support told me that I would have to call AmEx about it. I told him that was not acceptable and am waiting for a call back from Level 2 support. The only thing I have to add is that when we have had to "force" Am Ex transactions from the Element client we were hit with this same fee.

    Lou Ambrose

    Guthrie Theater

     

  • Former Member
    Former Member $organization

    The Tessitura Network staff is in contact with Element and they are aggressively working on this issue.  We will provide updates as they come in.  Thanks for your patience as Element works on a resolution.. 

  • $organization in reply to Former Member

    Don,

    Thanks for the update we are looking forward to a speedy resolution.  I have asked for daily updates from Element on progress but will keep my eye out here as well.  This is something that could easily be missed by people that may not watch their statements closely.  It might make sense to send a general announcement to Tessitura users that are using element.  Just a thought.

    Thanks,

    Dave

  • $organization in reply to Former Member

    Hi Don,

    FYI - We are also experiencing the same issue, however, we are using Transcend.

    Thanks,

    Janelle Cabrera

    Los Angeles Opera

     

  • Former Member
    Former Member $organization in reply to Dave Alton

    Here is a brief update.

    Element has sent out an email notification to the Tessitura Network members who are experiencing this problem with AMEX fees.  They have implemented a change they feel will prevent new errant fees from being charged - and they are working with AMEX on correcting the billings.  Element is aware of which TN members are experiencing the issue and are working on resolutions for all who are involved - not just the ones who who have noticed the fees and reported the problems.

    Thanks,

    Don