Business Merchant Account / Infinity Payment Systems

Infinity Payment Systems

9710 Farrar Ct

Richmond, VA 23236-3666

I received a telemarketing call from Infinity Payment systems in January of this year. I was in the market for a new merchant account but had very specific requirements about the merchant gateway we wanted included with our services. We had an existing shopping cart and an online billing system that required an Authorize.net gateway with our services. The salesperson said that they could offer this (Her quote was “That’s who we use”) and I actually confirmed this with her repeatedly because without this particular gateway we could not use their services.

I then completed the necessary paperwork and filled out a standard contract which included pricing details and company information and waited for the setup instructions. When an email arrived with setup instructions for a product that we did not discuss and that I could not use I was put into contact with someone at Infinity Data Corporation. He seemed as confused as I was concerning the reason I was sent these setup instructions given my situation. To his credit he tried to work out a solution and even offered to contact secondsite.biz, our billing software company. Unfortunately the only solution they could offer was to have me pay for an Authorize.net gateway separately at an additional cost of $20/month.

This was not our original agreement and I was already in talks with another merchant processing company that did not charge extra for an authorize.net gateway when I received my original telemarketing call. Given this situation, I was put in contact with a woman named Deborah of Infinity Payment Systems. At this point in time she was very friendly and expressed that should understood their error and that they would of course be willing to issue a refund. She even helped expedite the cancellation of the account with their bank which was necessary for me to setup an account with the other merchant provider. She promised a full refund of the $395 and said that she could also refund at least $75 of the $100 application fee. She explained that refunds can take up to 30 days to process and I said that was fine.

After 30 days without a refund posting to my account I called Deborah back to check on the status of the refund. At this point her demeanor was completely opposite of when we last spoke and she now refused to offer a refund claiming that I had somehow “mislead” the original salesperson about my requirements. This is absolutely false and quite honestly makes no sense at all. What purpose would I have had for trying to get them to sell me something I could not use? It seemed quite apparent to me that someone higher up, who likely had no knowledge of my conversations with the salesperson, decided that Deborah had made a mistake and should not have offered my a refund. Now they have simply changed their story but I think the timeline speaks for itself.

My letters to the Better Business Bureau prompted responses from a Mr. Thorpe who did not address any of my complaints directly but simply responded that he couldn’t offer a refund since he had to pay his employees and cover his own costs. Of course this circular logic seems to imply that it is my responsibility that his employees promise things that are not true and that it’s my job to insure that his employee costs get covered whether or not services get rendered.

I've owned several businesses and have worked with numerous banks and many merchant processors but Infinity Payment Systems is by far the worst company I've had the displeasure of doing business with. With as much competition as there is in this field do yourself a favor and find a different merchant processor!

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Comment On This

I've used authorize.net for several months and have problems with them. It seams others have similar problems too. In fact they charge between 2.5 and 3% for echecks. I found someone who only charges the 17 cent transaction fee. Anyway, you say you used a lot of processing services. Can you recommend a reputable ecommerce gateway to use?