The True Nightmare of Credit Card Processing: How Electronic Money Company Fought for a Merchant and Won
Let me share a real-life nightmare story involving one of our merchants, and how Electronic Money Company went above and beyond to resolve a major issue. This tale is a testament to how we’re different from the rest and why our clients stick with us year after year.
It all began with a call from our processor. They informed one of our merchants that they should reach out to us directly and connected us via a three-way call. I answered my cell phone—yes, my personal cell phone. This step alone sets us apart; we believe in providing direct and personal service.
However, it wasn’t the merchant on the line, but his accountant. The merchant, an absentee owner of a piano bar, had been unable to process credit card transactions for six days. The accountant had tried reaching out to the restaurant’s point-of-sale (POS) company, who claimed the issue wasn’t theirs but promised to investigate—though they never followed up. The accountant then contacted the tech support number on the merchant statement, but they also shifted the blame back to the POS company and failed to provide a solution.
Frustrated, the accountant turned to us. This is where our commitment to customer service truly shines. I assured the accountant that I would personally investigate the issue and provide an update by the end of the day.
Here’s what we discovered: The merchant’s piano bar typically handles around 50 credit card transactions per night. On the night the problem started, they processed 1,000 transactions—many of them unusual amounts, like $1 or $5. It quickly became apparent that someone was testing stolen credit cards at their location.
Our next step was to contact the processor’s tech support, but they showed little concern. We refused to hang up until we spoke with a supervisor. Even the supervisor was baffled, so we escalated the issue further. After several hours of relentless back-and-forth, we learned that the system had an automatic trigger to shut down processing when it detected an unusually high number of transactions—like the 1,000 in this case. The system’s fraud prevention mechanism had worked, stopping the fraudulent transactions before they could affect the merchant’s bank account.
We then set up a new merchant ID for the piano bar and coordinated with their POS company to get them back to processing credit cards.
This situation underscores why Electronic Money Company is different. We’re not just a credit card processor; we’re your partner in ensuring your business runs smoothly. Our dedication goes beyond what you’ll find with other processors or sales offices. We fight for our merchants as if they were our own family.
If you’re not receiving the customer service you deserve, give us a call at 505-296-2847. Not only will you experience superior support, but you might also save money on your fees. At Electronic Money Company, we’re committed to standing by your side through every challenge.
Let us show you why we’ve been trusted by our merchants for over 20 years.
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