ComplaintsforASF Payment Solutions

• Initial Complaint

  09/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was working out of state in ******** so I signed up for a gym called ************. It appears that they outsource their payment to ASF so when I tried to cancel my membership it has become a problem. Ive been trying for about a month now and they have not let me. They charged me an extra month which is fine, I can survive with that but Im not trying to deal with this problem more than that. They keep telling me that Im not able to do so and over email repeat the same things over and over. Then when I call them they told me they would call me back after the phone wait was 45 minutes and when they did nobody said anything on the line and then the line hung up. It seems like something thats been a problem for other people too with this company.

  Business response

  09/30/2024

  Good day,
  
  At this time, Mr.******* ********** with Fitness Mill is cancelled effective September 24, 2024.
  
  The following is stated in Mr. ******* contract which he signed on August 6, 2024, regarding cancellation of this ********** with Fitness Mill:
  
  Additional Rights to Cancellation. The member may also cancel contract for any of the following reasons. 
  
  A. If, upon a doctor's order, you cannot physically receive the services provided because of significant physical disability for a period in excess of six (6) months. 
  
  B. If you die, your Estate will be relieved from any further obligation for payment under the contract then due and owing. 

  C. If you move your residence more than twenty-five (25) miles from any fitness center operated by Carbone Athletics at The Fitness Mill. 
  
  D. If the services cease to be offered as stated in this contract. 
  
  E. You may opt out 7 days prior to billing date. No extra fees.
  
  ASF Payment Solutions followed Mr. ******* contract details and asked that he provide the details of his move as stated in section C. Mr. ***** declined to submit the required proof for this request and reached out to the club directly; it appears Fitness Mill cancelled his ********** in-house. The club, at all times, has the right to cancel the agreement as it belongs to them, not ASF Payment Solutions.
  
  We apologize for any inconvenience in this matter, and for any issues with communication caused by the ASF Payment Solutions team. We strive for clear communication in these matters and work to provide the best service possible.
  
  Thank you,
  ******** *****
  Sr. Support Services Manager

• Initial Complaint

  06/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I submitted my cancellation notice for account number ******* on April 2nd, 2024. I chose to cancel and not renew my membership, mind you on this date, my contract till June 2024 was paid in full. I was wrote back saying account must be current, etc. I wrote back again on April 3rd, 2024, and stated my account balance was paid off, I just did not want it to roll over, they did not respond to that email. I also stated that if if they will not cancel my membership then I am revoking my *** and do not authorize them to withdraw or debit my account. They did not respond to that email either. On May 31st, 2024, I emailed again asking if they canceled the account, they did not respond to that email either. On June 15th, they still tried to charge my account and are now showing a past due balance, and still tried to charge me, even though I revoked the *** Permission to withdraw or debit. Now the account is showing a past due balance, and there should not be a past due balance, and they failed to communicate back this whole time.

• Initial Complaint

  06/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ASF payment solutions took my payment of $135 for services at ********** boxing on April 2nd , 2024. Payment cleared and as a result my gym membership became past due. Gym couldnt do anything on their end regarding payment. My bank didnt see the transaction as fraudulent so I couldnt dispute it. I had to call ASF and ****** promised a refund but after week and some change no refund. She told me the gym had my refund via email. Im going in circles from gym, bank and ASF. You guys took the $135. For nothing. The bank is not responsible. The gym isnt responsible. You guys are not a non profit organization and I never agreed to give you guys a free $135. I need my money returned ASAP. Where does the $135 go that was supposed to be applied to my gym membership? Please return this donation at once.

  Business response

  06/10/2024

  Palm Beach Boxing is no longer a client contracted with ASF Payment Solutions as of 3/14/2024. However, once ASF collects funds we remit those funds to our client on a schedule. Therefore, Palm Beach Boxing is responsible to refund the $135 back to ******, not ASF Payment Solutions.
  
  ASF has directed members of Palm Beach Boxing to discuss all account and ********************** concerns to the location in which they attended for formal resolution. No refund will be provided at this time.

  Respectfully, 

  ASF Payment Solutions

• Initial Complaint

  05/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  ASF Payments handle the membership I had to the gym in ********. I signed up for a 12 month membership in April of 2023, to which I had to move out of ******** in August. I asked the gym if they had any lienancy in their membership, which they told me they did not. No worries, I said we will just wait out the 12 months worth of payments then and that will be that.Fast forward to May 2024, and I am still getting charged. I email ASF to inform them of this issue, and they said the payments are auto month to month after the 12 month and that I needed a 45 day notice. I told them that I had told the gym 8 months ago of my intention, but they ignored this information. ASF does not seem to communicate with their clients.

  Business response

  05/03/2024

  Thank you for reaching out on this matter. ****************** is correct when stating that Armbrust Pro Gym does not allow cancellation for an out-of-state move. It only allows cancellations due to illness/disability (with written diagnosis from a physician) or death of the member.
  
  Per Mr. ******** contract with the gym:
  MONTH-TO-MONTH CANCELLATION:
  To terminate this arrangement, I understand I must give Armbrust Pro Gym 45 days written notice. This notice may be sent in writing by certified or registered mail to us at ************************, *****************************************. You may also terminate this agreement in person or via email to ************************** In order to cancel, your membership must be current. 
  
  Unfortunately, if the intention to cancel was not provided to the gym in writing or in person, the auto-payment of gym dues would continue. In May of 2024, once Mr. ******** original contract expired, his membership rolled over to month-to-month, which is also stated in his contract:After the date of expiration,the EFT One Year Term Membership will continue on a month-to-month basis. Month-to-Month 'Continual Membership' has no expiration date and the Member may cancel by giving the Club written, signed 45 day notice of cancellation.
  
  ****************** stated to ASF staff the following: I think my year membership auto-renewed without my approval. Normally this wouldn't be a problem, but I had to move out of ******** about 8 months ago. At no time was *** made aware he had mentioned to the gym his intention to cancel, however our agent accepted his 45 days notice to cancel and let ****************** know that his cancellation would be effective June 30, 2024. ****************** will have a final payment in the amount of $45 due on June 1st. As long as this payment is made, his membership with ******** Pro Gym will cancel and he will have no further obligations to the gym or ASF Payment Solutions. No refund will be considered or offered at this time.
  
  Thank you. 

  Customer response

  05/03/2024

   
  Complaint: 21656630
  
  As stated in my email, notice was given to my gym in August, per stated contract details cited above. It is not incumbent on me, the customer, to ensure ******** does their due diligence in communicating that to ASF. No mention to the existence of ASF was mentioned to me by ********. Not only is ASF leaning on contract fine print to try squeeze more profit, they are knowingly doing so despite its unethical behavior on a morally obvious situation. A 'better business' should not operate on these ethics. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed a contract that I thought was for a year. I should have read more carefully because turns out it automatically renewed until I cancelled. I spoke to gym owner and she said to call ASF and tell them my contract was paid in full and to cancel. They take 3days to return email then they ask for my info. Then they cant find my account so I have to get account number from gym owner. Then they finally tell me I have to give 30 days. Customer ********************** should have been able to find my account and the gym owner never said anything about 30 days. My initial year was over almost 2 years actually passed. The contract was done.

  Business response

  01/15/2024

  Thank you for reaching out. We do apologize for the length of time it took to get back to your email. The reason we ask for a member's account number is to ensure we are speaking with the right person of the account. This is a verification process we do for every member who calls or emails into our Support team when it has not been received.
  
  This account is considered past due in the amount of $42.99.To cancel your account, the following past due amounts must be paid:
  
  1. Dec Dues $19.99 (returned)
  2, ************* $19.99 (returned)
  3, Manual Billing Fee $5.00
  
  Your account is scheduled to cancel on February 15th, 2024,provided we receive payment of the past due amounts. 

• Initial Complaint

  01/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to cancel a membership with a local health club for 2 months now. I was told to call ASF to cancel, after calling and being forced to leave voicemails I never received a call back. Fast forward to a couple of weeks ago, I am told I now have to pay a cancellation fee, which was not in the contract I signed, I was told I had to pay for 2 months because it required a 60 notice( I pay extra to cancel and pay month to month) and now some how I have a past due balance but it charges my card monthly. At this point Ill pay the $50 to be rid of this horrible company but think it is absurd to charge me extra for stuff outside of my contract.

  Business response

  01/10/2024

  ***************************** reached out to cancel his membership on 12/31/2023. At that time their account was past due $15.00; 3 $5.00 fees from Oct, Nov, and Dec 2023, they were also informed about a $50.00 cancellation fee. Not being able to cancel based on a past due balance, they protested 3 payments of $34.99; in which, brought their account to $119.97 past due and they were assessed a Returned Item Fee of $29.00. They owed $148.97, on 1/2/2024.

  On 1/8/2024, their CC company sided with ASF and retuned a conditional credit of $104.97. The CC company now has up to 90 days to make a final decision on the protests.

  ASF cannot accept a cancellation request on a past due account. Once the $44.00 past due balance is paid, then the following can occur:

        A pending cancellation will be placed on the account for the date of 3/26/2024.

        Their contract terms require a 60 days notice, which would end on 2/29/2024. During this timeframe any and all charges due must be collected; including the following:
              - January Dues $34.99
              - January Manual Billing Fee $5.00
              - February Dues $34.99
              - February Manual Billing Fee $5.00
  

  After a thorough investigation of their contract, the aforementioned cancellation fee of $50.00 is not warranted on this contract and therefore will not be assessed.

  Customer response

  01/10/2024

   
  Complaint: 21100359
  
  I am rejecting this response because:

  how can I be $5 past due for every month when it was auto drafted from my card? 
  you can eat the $29 because your customer ********************** tech had no idea what they were doing and yall cant return calls. 
  im dealing with the Gym for the  two months issue. 
  
  Sincerely,
  
  *****************************

  Business response

  01/22/2024

  Hello, 

  After further investigation, it was determined that the $5 fees along with the $29 manual fee will be waived. We have reached out to the gym to ensure we are good to cancel the account, and once we have been provided this direction we will reach back out. 

  Thank you. 

  Business response

  01/29/2024

  Thank you for your patience while we worked to complete our processes. All fees have now been waived on Jacksons account, and the account is now considered cancelled effective January 26th, ****. There is nothing further owed at this time. Thank you. 

• Initial Complaint

  12/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I received a Peice of mail from ASF payment Solutions that I will have to be charged Late fees on an account that NEVER filed for in the first place. Seeing my personal Card accounts, they had Already charged me on the 5th of December $39.50.Again looking at my accounts they are pending a charge for $25 for the late fee.I haven't received an email of any sort regarding this Account, Call Confirming such an Account.I am far beyond an explanation, let alone a filing for an account I dont know about, but to Charge a Late fee AFTER paying within the same month is disgracful.

  Business response

  12/11/2023

  This issue is due to *****'s November 29th payment (for November 29th-December 28th), which did not go through due to insufficient funds. This triggered the $25 rejection fee he is referring to. ***** made his payment as expected on October 30th (October 29th - November 28th), however the November payment was not drafted until December 4th. The $25 fee was assessed due to this rejection in payment, and it appears this fee was paid for by ***** on December 6th. *** is willing to refund this fee provided ***** is able to show documentation from his financial institution that the funds for the November payment were in his bank when ASF attempted to draft on November 29th. *****'s next dues payment will be due on December 29th, which will be for December 29th - January 28th.

  Thank you.

  Customer response

  12/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  11/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This agency does not answer calls or call back. I've also tried to log in to my online account with the email address and password I used to create the account, and it says it's the wrong password (even though it's saved in my saved passwords). When I try to select "Forgot my password" to reset it, I just get an error message. It's impossible to resolve my case with this type of service.

  Business response

  11/07/2023

  Hello - after I researched this account, in ******************************* name, I see that an agent reached out to this member on 11/6/2023. After seeing that the account was paid current, the agent refunded the late fee that was included with the payment.

  ASF is a 3rd-Party billing company that is contracted by this member's health club to process payments on their behalf. Using an app to attempt to get ahold of ASF is not going to be successful. ASF does have 3 methods to get ahold of Member Support:

  1. Use the web-portal located at ******************************************************* - this is the best way to get ahold of an agent, as you can choose what you're needing and the case would be routed to the appropriate department, eliminating any delays.

  2. Email - ****************************************.

  3. Call our Member ********************* ************.

  If ASF can be of further assistance with this member, please have them reach out via one of the methods above.

• Initial Complaint

  09/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I cancelled my gym membership in writing back in June. I did everything they asked of me, they are still charging me. I want a refund for the last two months of gym membership.

  Business response

  09/27/2023

  For account ******* under the name *****************************, after reading the signed agreement between the member and the club, I found that the membership signed up for was not subject to the yearly enhancement fee, which was the cause for the delay in processing this cancellation request. 

  The member submitted the written request to cancel on June 24th, 2023, and the agreement requires a 60-day notice to cancel. Any charges owed between June 24th and August 23rd are to be paid to successful fulfil the terms on the agreement. The July 17th and August 17th dues payment were owed, the September 17th dues payment was not.

  I have cancelled the account and submitted a refund for the September dues payment made in error. The refund will take 2-3 business days to fully process.

  Questions can be addressed by webform at *************************************************************;

• Initial Complaint

  08/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ASF Payment Solutions contact info is impossible to find for cancellation. Phone number provided by original service provider (a gym) rang endlessly at multiple times of day, no option for voicemail. One call lasted for nearly an hour of ringing.Was current on payment at times of attempted cancellation.Unable to contact to cancel, I cancelled the credit card associated with account #************** to acquire payment, they finally contacted me. Argument over cancellation ensued; ASF refused to cancel without me paying them more money first.ASF threatened credit reporting action.No services were rendered during the contested period; no services were rendered during a previous period for which I also paid.Requesting that ASF cease and desist contact, cease and desist threats against my credit, and cancel my account.

  Business response

  08/18/2023

  After reviewing account #******* under ************************* name, I found a monthly due, open-end agreement. These types of agreements with this particular club require a 30-day written notice to cancel, the account must be current during the cancellation process. Unfortunately, it appears that this account is significantly past due, last payment was in May 2023.

  Attendance is not a valid reason for not abiding by the legally signed agreement. Without written notice, normally in the form of an email or web-form submission, ASF is bound by the same terms and conditions as is the member of the club. ASF is a 3rd-party billing solution that some clubs may authorize to cancel agreements.

  Without this account being current - a payment of 3 months dues, late fees, and other assessed fees - ASF cannot start the 30-day notice period. Once the past due amount is paid in full, the 30-days will commence and any charges that are due in the 30-days must be paid as well, in order for the cancellation to be finalized. These are the terms of the signed agreement.

  If you search the internet for ASF, you will find our webpage - www.asfpaymentsolutions.com. On this page it is clearly marked with a tab for Support and then Member Support. Here you can submit the written request to cancel or any other billing/support related requests via a web-form. In addition, our email and phone number are provided on this page. For reference, our email address is **************************************** and our Support Line is ************, we are open from 7a-4p MDT Monday-Friday, excluding all federal holidays.

  Customer response

  08/25/2023

  I havent received any further contact from ASF; in fact, they issued additional charges for an ongoing membership and refused to cancel.

  Business response

  09/14/2023

  As stated in other correspondence to this member, account #******* with *************************** ********, without the account being in a current status with ASF Payment Solutions, the account cannot be cancelled, this is stated in the signed, legal agreement.

  In addition, the member, as shown in the screenshots they provided, had until 8/27/2023 to pay the account current and start the cancel process or it would be returned to *************************** ******** for further collections effort. Failure to do so has resulted in ASF not being able, legally, to assist this member any further.

  Any further questions, comments, and/or concerns, needs to be addressed with *************************** ********, the owner of this agreement.

  Customer response

  09/14/2023

   
  Complaint: 20487555
  
  I am rejecting this response because:
  
  

  I was fully paid - even during a period of services not rendered - when I first tried to cancel. I explained this already.

  Your refusal to accept phone calls at various times and leaving no voicemail options, as well as hiding any other means of end-user contact, does not justify continuing to charge for services not rendered.

  Rather, your removal of the means contacting in order cancel looks far more like operating in bad faith. 
  

  Likewise, your business partner refuses to contact via official email address.

  
  Sincerely,
  
  *********************

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