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
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..
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.
Dave
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.
Don