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
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