Public Mediation

Itegrity Payment System Dispute

A. M. vs. Integrity Payment System
1700 Higgins Road, Suite 690, Des Plaines, Illinois, 60018-5621, United States
Amount Involved: $448.00
    • Status: In Negotiation
      This claim has posted for public comment and negotiation. It will remain posted until resolved to the claimant's satisfaction. Suggest a resolution to help these parties reach a settlement.
       (seeking public comment)
    • Claimant Seeks: View.
    • Claim #: 6437247
    • Amount Involved: 448.00
    • Filed On: Sep 17, 2014
    • Posted On: Sep 28, 2014
    • Complaint(s):
      • Policy
      • Circumvention of rights
      • Failure to disclose facts
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Statement of Claim
Complaints Involved (8) - View
Claimant says:
"On 8/11/2014 Integrity Payment Processing System (IPS) wrongfully withheld a payment of $842.35 from our business checking account upon the alleged dispute of a cardholder (a patient seen in our dental practice on June 27, 2014 ) who was correctly billed for her portion of services. The cardholder dispute has no merit because cardholder is a patient insured by Cigna, she has a 50% deductible which she was required to meet making her portion $991.00, and services were rendered on June 27, 2014. The cardholder was given a 15% discount, after which time she was required to pay $842.35.
We have provided IPS documents showing the exact nature of the transactions that took place on June 27, 2014 and a copy of the claim that was submitted via our electronic billing source, DentalXChange. We also provided IPS with documentation of the patient’s account history which also shows that despite her $842.35 payment, and despite the claim that was submitted to the insurance company for reimbursement, the cardholder still has an outstanding balance of $630.
It is our belief that IPS has mishandled what was a valid transaction on our part and in the process entertained a cardholder's frivolous dispute which has no merit. We further believe this act on IPS's part to be intentional, questionable, and in violation of a number of Visa guidelines along with our merchant rights for the following reasons:
1. Our right to be notified beforehand: IPS violated our right to be notified of a chargeback before it occurred. Instead of notifying The Dental Team, PLLC it moved forward with the chargeback. We have just now, well after the fact, received a written notice.
2. Lack of consistency: IPS previously handled a dispute resolution for $104.00. In that instant, it contacted us, and gave us the benefit of determining if the cardholder dispute was valid. We were given the opportunity to say whether or not the dispute was valid. Conversely, in this dispute, we were given no such opportunity. In the instance of $842.32, IPS simply debited our account without affording us the same opportunity as it before.
3. Incorrect patient handling of dispute: The patient did not exhaust all effort in resolving this matter through our company and obtaining a refund if one was due. Before notifying her bank, she was to make a good faith effort to obtain a refund or credit from the merchant or understand why one was not warranted. A letter, documented telephone call, etc., would have sufficed. She, however, made no notification attempts. IPS was informed of this and dismissed this salient point.
4. Notification Process: IPS's notification practices in handling such large dollar amounts have been inconsistent. It notified us of dispute by leaving the message on a voice mail. By the time we returned the call the following day, it had already processed the dispute without speaking to us. On other occasions, it had notified us in writing.
5. Mishandling of chargeback: Did not take the proper steps to remedy the chargeback by not given this practice the opportunity of having the sale "resubmitted" or remedied. In essence it jeopardized us to lose sale.
6. Misrepresentation of Visa Guidelines: Has stated that visa mandates that it withholds fund during dispute yet appears to be applying MasterCard's policy, which it sent to us. Visa's dispute does not require IPS to with hold payments.
7. Report to Credit Bureau. While we have advised IPS of our desire to terminate account and contract in light of their mishandling of this and other disputes, they have refused to accept this notification, which is our right in light of the fact that IPS has knowingly compromised our business and have placed us in a very compromising position with our banker .
8. Failure to make subsequent ACH deposits: IPS has failed to make subsequent deposits of $25.00, $190.00, and $233.00 and have not provided a rationale for withholding these deposits. So, while IPS purports that it is dues $605.00, it actually owes the Dental Team, $1290.00.
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Exhibits View
Additional Communication Between Claimant and Integrity Payment System Hide
  • Feb 02, 2015, Claiming party added:

  • I never received this message b/c the email address on file with PC was inaccurate. However, this message contains no resolution , and our subsequent discussion with Greg Osgood, VP of Operations included no resolution. We did however hear from your collection agent who was attempting to collect $1,600 for us. My email address is: ajmungin@dentalteamtx.com. And I have left Mr. Osgood with my telephone #.

What Claimant Wants Hide
1. Payment due: 0001 Oct 01, 2014 $25.00
2. Payment due: 0002 Oct 01, 2014 $190.00
3. Payment due: 0003 Oct 01, 2014 $233.00
Cash total : $448.00
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Respondent's Counteroffer

There has been no response to this claim from Integrity Payment System. This claim will remain posted until resolved
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