ComplaintsforASF Payment Solutions

• Initial Complaint

  07/26/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I contacted EXTREME GYM in November 2022 to cancel my membership, making the gym owner aware of my move out of state over the phone, where he expressed he would be in contact with ASF. I continued to be billed without noticing until June 2023, where I closed my card and contacted member services. Since then, a member service rep has refused to investigate the gym or incident, claiming to have "no record" of me making contact despite me forwarding emails between myself and the gym owner and requesting that the gym owner be contacted. When I asked for a supervisor, I was told I wouldn't be connected because they would "tell me the same thing" and that they would not cancel my member unless I paid what was due.

• Initial Complaint

  06/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been trying to reach someone about freezing my month-to-month subscription for over a week and i get zero response. I have called 3 times and sent in 3 emails and still no response. Never had this issue before. I get hung up on when i call and my emails and tickets end up going no where. Bad customer **********************.

  Business response

  06/22/2023

  On 6/12/2023, an ASF Support Services Specialist setup a freeze from a phone call, CID 516-###-3816, and according to the request made by *************************** in case #********. This freeze is set to start in July 2023 for 2 months, meaning the June dues will be owed, then access and payments will be frozen for July and August, then start back ** in September.

  Customer response

  07/05/2023

   
  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

  03/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I requested to cancel my account with ASF payment solutions in December 2022, due to personal constraints. The person on the phone at that time was cordial and helpful. They outlined that they would also need a written statement in email sent to them with specific information. I followed through as best I could with given instructions and data.I gave them a written statement (missing my account number at that time, but they provided it and had it). They had confirmed that I would not be billed come ******* and that "If these payments are not made by this date or if you rescind any payments after the cancelation, your request to cancel will be voided and your account will remain active. This could cause further dues and fees to be assessed."I was billed on *******. I was warned that I cut the 30 day fair notice close and may be charged. So I didn't second guess it.I was billed again though in February. I wrote a very heated email, with a revised/ updated written statement (not missing anything this time), asking them to stop billing me; implying per my original call + email of intent: cancel my account. This month, I'm billed again. I wrote another response threatening legal actions should this occur again. I even called the original support line and was told by an automated message "We are experiencing a large volume of calls these days and cannot get to you. Please visit our new personalized portal." I was not told of this conversion back in December or in Emails for months. They have dropped their previous avenues of communication with me. Forcing me on a digital portal, which may not be real as i attempted to put in and it took me to some swine flu reporting site. This was handled extremely poorly on their end. I've been ignored and still billed after the fact. It's irresponsible and debatably borderline fraudulent buisness practice.150 dollars returned for excessive ********. That's all I ask. I don't want anything else to do with these people anymore.

  Business response

  03/21/2023

  For account ******* with ASF Payment Solutions, under the name *************************, with Club 24 - I show a request to cancel and notes stating that the account was to be current in order to cancel. In this situation, there is an outstanding Club Enhancement Fee that was not successfully paid from November 1st, 2020, for $30.00. Without this outstanding charge being paid, this account cannot be cancelled. Once this is paid, the 30-day notice will take effect and 1 additional month of dues will be owed. This is outlined in the signed agreement between ************************* and Club 24; ASF is a 3rd party billing solution, that is given authority to cancel accounts when the terms and conditions are met. 

  The outstanding charge can be paid in person at the club, by accessing the member portal at www.myasfaccount.com, or by calling in and speaking to an agent who can take payment over the phone. Please do not email or use the webform to make a payment, sending full credit card info over these methods are against Federal PCI Compliance.

  As for the webform notification on our phone lines, this is a new method of getting ahold of ASF as our phone lines are very busy during the first half of the year. You can choose to call, wait on the line or get a call back, or simply use our webform for non-cancellation questions.

  Customer response

  03/21/2023

   
  Complaint: 19611234
  
  I am rejecting this response because:
  
  If there was a 2 year standing charge of any sort, the gym would have told me the 3 times I went in to temporarily halt/ suspend my account + membership before and during Covid. I would have taken care of it both times well before 2020, before I had to stop going to the gym to protect my elder parent from being exposed to Covid. This makes no sense. Why is this charge magically coming out of thin air at this point alongside all this excessive conduct.
   
  This is even more suspect after the fact that, yet again, I'm not being adequately communicated with, when I have the conversations in a timely and urgent manner, that this is only now being brought to my attention, and that I'd have to be payed another month due to more legalese. I've already filed a charge-back with my credit union. 
  
  There are already email exchanges between us and a recorded call from your end where I was also not informed of this charge, nor in ANY of the emails following that call. I will only disclose these publicly if absolutely necessary, I don't want any more doxing of information or individuals, even if I'm not a fan of the tone I had to take with you in hindsight. I have enough going on as it is.
  
  I'm not being charged anything further unless i see it verified via the contract with the gym with my own eyes (which I will go do; I trust the gym, not your poor handling of the situation).
  If that is something I verify within the contract, as written, with my former gym, then that is a separate issue of their handling and not communicating to me.
  You have been given my written consent. They will get *********************************************** again unfairly because both of you poorly communicated and and doing some kind of legalese entrapment loop hole within your own rules. This is all egregious.
  
  Regards,
  
  *************************

• Initial Complaint

  10/05/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Charged for the annual renewal of a gym membership on 5/3/22. I had moved, and when I noticed the $213 charge on my card I requested the membership to be cancelled which was on 5/4/22. Fit4Life wellness center cancelled my membership (account: *******) effective immediately, and put in a request to ASF for a refund. ASF told Fit4Life that the $213 refund was issued on 5/5/22. Waited 2 weeks and still no refund. I contacted the gym, and when they reached out to ASF they were told I had already been issued a refund and this matter is closed. Waited another 2 weeks with no refund. Fit4Life contacted ASF again, and ASF requested statements for my CC to prove I had not received a credit. I provided 2 statements, a May and a June statement. After reviewing my statements, *** said I could put in a dispute with them to have it reviewed further and so I put in the dispute. Since I was getting the run around from ASF, on 6/27/22 I put in a dispute with my CC company to say that the charge is not valid as I did not receive any goods or services. I receive a $213 provision credit while they review. My CC company reaches out to ASF to verify the charge, and *** tells my CC company that I owe them $213 for a gym membership. I get a resolution from my CC company, and they reverse the $213 credit to my account as they have been informed of the valid charge. After my CC leaves me hanging, I reach out to ASF to ask what I need to do to resolve this. *** said since I opened up a dispute with my CC, now they have 90 days from the transaction date to review the issue. I went ahead and waited even longer than the 90 days until today, 10/5/22. I request an update from ASF and I am told, ********* is no longer affiliated with ASF, and I need to reach out to Fit4Life for a refund." *** considers this "resolved" and they even finished the email with "I wish you luck."

  Business response

  10/06/2022

  On account #*******, under ***********************************, with ********************* Center, I see a completed refund for $213.00 on 5/7/2022. This was confirmed by ***'s merchant Worldpay and was used in defense of a Credit Card Protest. ASF agents explained this to the member numerous times. *** only recourse is to reach out to the financial institute and inquire about the funds not being seen on their end.

  6/28/2022 - *** member went through their financial institute and protested the $213.00 payment. *** funds were removed from ********************* Center and given to the financial institute.

  6/30/2022 - *** financial institute sided with ********************* Center, by awarding the funds to them on a conditional basis. This means that the financial institute has 90 days to change their mind and award the member the funds.

  10/5/2022 - ASF was notified that Fit For Life was successful in defending the CC Protest and that the conditional funds would remain with them.

  ASF is a 3rd party billing company and, it is factual, that ********************* Center has moved on to a new billing provider, meaning, ASF no longer has the authority to refund their members.

  While the member may not be happy with this outcome, ASF must abide by the ruling of the moderator, which is the financial institution. Any further inquiries should be addressed with them.

  Customer response

  10/12/2022

   
  Complaint: 18172765
  
  I am rejecting this response because: To start off, I have emails from ASF telling me to reach out to Fit4Life to receive a refund. I still have all of my correspondence from ASF and never once did they tell me reach out to my credit card company to ask why the funds never hit my account. Second off, why would a credit card company give Fit4Life a provisional credit for a charge that is already posted to my account? You claim a refund was sent to the credit card company FBO Fit4Life to refund my account. If a refund was ever sent, they would not have had to issue said provisional credit to the gym because they would not be pulling money from them. Ive spoken with Fit4Life and they never received the $213 ASF claims they received. Lastly, how in the world would ASF know what is going on with the gyms billing unless they were still affiliated. *** knew a refund should have been credited, and when an issue came about after I reported the claim with my credit card company they passed the blame into the gym. *** pulled the money back from the gym when they refunded my credit card, and when the money never made it to my account and I filed a dispute, miraculously the gym was responsible. Not sure how else to put that ASF is a ***** of a company. They keep trying to say they are not affiliated with the gym, but they were affiliated the entire time there was an issue going on. Just because a credit card company has 90 days for their dispute, doesnt mean it took 90 days. The credit card company gave a final resolution on 7/11/2022. They are very skilled at pointing the blame in every direction besides themselves, and they were extremely unprofessional in willing to work with me to resolve this. They requested documentation to prove I did not receive a credit and after I send them documentation their response, as paraphrased, well we sent you a credit. If you knew I was supposed to receive a credit, and the gym received a provisional credit from my credit card company, ASF as their billing processor during this time frame should have issued a new credit and pulled the money from the gym. Somehow ASF finds it not their responsibility to do the billing/processing of a club they are affiliated with. That is one of the primary reasons Fit4Life stopped working with ASF. Too many issues, and ASF claims they are never at fault.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  08/26/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I canceled my membership as per instructed by *************** and Fitness. It was only after canceling that I was informed that I needed to contact ASF to stop my monthly payment, and only after contacting ASF that I was told I was required to give 30 days notice in writing. This information was never given upon signing for the membership. An audit of *************** and Fitness in ***********************************, would no doubt show many who have been lied to and harrassed by ASF for additional payments. I asked ******* repeatedly about their cancelation policy before signing and was told every time that only a few days notice before a next payment was all that was required to give to cancel. When I went into Phienix to cancel I was told that they would inform ASF to stop payments immediately and I need only contact ASF to confirm. ASF needs to be contacted to ensure I am not being charged dues when I followed the cancelation policy given by the gym I signed a membership with, *************** and Fitness. ASF also needs to be informed that they need to contact ******* to update them on ASF's policies so ******* can decide whether to continue using them or cancel based on ***'s ridiculous policy. Work situations change suddenly in ********************. Most will never sign for a membership needing 30 days written notice to cancel, including myself.

  Business response

  08/29/2022

  For account #******* for ************** with *****************************, this is a month to month account with terms and conditions on a signed agreement that they will provide a 30-day notice to cancel the account. ASF is a 3rd party billing company that has authorization to assist some clubs/schools/solons with cancellations. However, ASF is bound by the terms and conditions written in the agreement and cannot waiver from them.

  The first email ASF received about cancelling was on 7/24/2022. Any dues, add-ons, or fees owed within 30-days of this date would be required to be paid in order to successfully cancel the account. The dues on 8/2/2022 of $66.15 were within this 30-day period; 7/24/2022-8/23/2022. 

  This payment was made and the account is cancelled as of today, 8/29/2022, just before the next due date of 9/2/2022. This account is not legally owed any refunds nor could it be cancelled prior to today.

  Customer response

  08/29/2022

   
  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.

   

  As stated in my initial email, not only was the in writing *********************************************************************************** multiple times that only a few days notice before the next payment was needed. Companies that are 100% lying to their customers need to be held accountable and what customers are told honoured. 
  
  Sincerely,
  
  **************

• Initial Complaint

  07/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed my son up for karate classes through black belt karate, they use asf solutions for payments, the agreement was for them to take payments every Friday for the class, the very first month they breached this contract by taking payments every other day, then started taking out payments once every Friday, except at least once a month they state they they are unable to take a payment and issue me a fee for this except I have more then enough money to cover this Ive talked with my bank and they have stated that asf has not attempted payments on the occasions that they say I dont have sufficient funds, so now I have to check the account every Friday to verify they indeed Have attempted to take the money last Friday 7/15/22 they did not attempt to take my weekly payment and charged me an nsf fee I then attempted with the same info stored on my account on 07/15/2022 to make a payment and it went through so it is indeed their system that is incorrectly stating that I did not have the funds available, when I emailed them about it they did not respond then today 07/22/2022 they took out the amount for the fee from my bank account which I did not authorize I emailed them and told them I will be telling my bank that this is an unauthorized charge they finally emailed back threatening me stating I would not get my money back and freezing my account if I do this

  Business response

  07/25/2022

  For account #******* for *************************** with ************************, there is no indication that ASF or the school has attempted to draft this account every other day, as noted. ASF attempts to draft this account every Friday and, yes, once each of the last 3 months on 5/6/2022, 6/3/2022, and 7/15/2022 the members financial institute rejected ASF's request for funds; citing insufficient funds. ASF does not reject payments, the financial institutes do. If the member does not want the additional fee of rejecting a payment, they need to ensure funds are available at the date and time we attempt to draft.

  In addition, we will not refund the additional fee in the future, we refunded one of them in June as a courtesy. We will also not stand for the vulgarness and rudeness from this member. The last email they sent to ASF is as follows:

  "Its not my bank that is having the issues its your pos system that is having the issues I go in every Friday to check last Friday I seen your piece of s*** system tried stealing my f****** money so I made a payment with the same f****** account and guess what you dumb f****** piece of s*** it went through quit trying to blame your ******** on my end even my bank has agreed that your piece of s*** system is the one at fault give me the $25 dollars back or Ill will issue a charge back f*** off with your ******** threats about putting my account in protest because I dont give a s*** I had plenty of funds to cover the ***** I went in and paid the ***** how about this turn off the f****** auto pay so I can go in every Friday and just pay it myself because as is with your piece
  of s*** system I have to anyway, I dont want a refund I want my f****** money back that you f****** stole,"

  Customer response

  07/25/2022

   
  Complaint: 17613395
  
  I am rejecting this response because:
  I attached said photo of there being funds available, if the company would like my money the. Yes they most attempt to take it I used the same bank to make a payment as the auto payment there is plenty money available and yes there is records on your own website payments were taken on 10/13/21 10/14/21 10/19/21 10/20/21 10/21/21 10/22/21 10/25/21 and 10/29/21 all of which only 2 were Fridays 10/22/21 and 10/29/21 so please refrain from lying refund my money that you incorrectly took from my account and refrain from incorrectly taking my money in the future 

   

  evidence are previous attachment and new attachments showing you have indeed taken money from my account outside of what is in the contract 
  Sincerely,
  
  ***************************

  Business response

  08/01/2022

  Due to the member's complete disregard for decency and their vulgar replies to emails sent to ASF staff, ASF will no longer be assisting this member. If they need assistance with any account issues, they need to have their club address them. ASF is contracted by the club to draft their members recurring charges and we will not assist members that cannot be decent in their interactions with our team. The cub has been CC'd on all correspondence with this member and they will make decisions for this member's billing moving forward.

• Initial Complaint

  07/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had a gym membership at ******************* which I canceled in 2021 when I relocated from ******* to **************. I spoke with the employee at muscle city and asked them if I needed to pay anything to close of membership or if I needed to submit anything. He said no and that my account had been paid in full. The payment processing company ASF then started charging my account over half a year later claiming my account wasnt canceled, despite me canceling it and not being charged for over 6 months since the account was closed. They are now refusing to close my account and are continuing to charge me. *************************** (ASF Payment Solutions) will not be reasonable and cancel my payments. I am asking that you please intervene so that I am no longer charged. Thank you so much!

  Business response

  07/22/2022

  For account #******* in the name of *********************************, the original contract was for 12 monthly payments of $40.00 from 2/17/2020 through 2/17/2021. In this signed contract, there is a renewal clause that states the account will roll-over to a month to month account for $40.00 per month starting on 2/17/2021 and in order to cancel this roll-over the member must provide a 30-day notice or stop the roll-over prior to 2/16/2021; all stated in the members signed contract. There are no notes from the member requesting to cancel the account or to stop the roll-over. 

  This account is currently past due for the 7/17/2022 dues of $40.00 and a returned item fee of $29.00 for the rejected attempt of the 7/17/2022 dues, total due today is $69.00. The account will be assessed a late fee on 7/28/2022 of $9.00 if this amount not paid by 7/27/2022.

  Since this account is now a month to month account, the member may submit a written request to cancel the account to ***************************************** They will need to provide their full name, account #, and a statement saying they would like to cancel. There is a contractual 30-day notice to cancel the account, so the 8/17/2022 dues of $40.00 will be owed as well. Failure to pay the current past due amount of $69.00 plus the August dues of $40.00 will negate the cancellation and the account will continue to accrue dues and fees. If the account is not paid for up to ****** days, the account will be subject to 3rd party collections, should the club decide to pursue this course of action.

  The member can make a payment by calling **************, sending a payment to ********************************************************************************, or by accessing their account online at www.myasfaccount.com.

  Considering the member has asked to not be contacted by ASF in the future, we have removed this functionality. Please take note, that this does not negate the fact that these charges are legally owed, this simply means that the member will no longer receive notices from ASF as to what dues and fees are owed and when.

• Initial Complaint

  07/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I cancelled my membership with *************** with the owner and he directed me to contact *************************** from ASF Payment Solutions. I spoke to hwer and I cancelled the memebership a few months ago. I come to find out that theya re still attempting to charge my card and I havent attended this gym in a very long time. They will not cancel it and now they are saying I owe them:Due DateDescriptionAmount 07-21-2022JULY 21 DUES$26.70 05-01-2022ANNUAL FEE$37.45 06-28-2022RETURN ITEM FEE-ARF$25.00 Past Due$26.70 ----------------- Total Due$115.85

  Business response

  07/01/2022

  For account #******* with ***************, the member did call into ASF to cancel the membership on 4/6/2022. During that call the agent informed the member that they would have a dues payment of $26.70 on 4/21/2022 and a Club Enhancement Fee due on 5/1/2022 for $37.45. Both charges landed within the stated 30-day notice to cancel and must be successfully posted to the account in order for the account to cancel on 5/20/2022.

  While the member paid the $26.70 on 4/21/2022, the $37.45 on  5/1/2022 was rejected by his financial institution for 'Restricted Card', the member was notified of the failed payment via email. The failure to pay the legally owed add-on, is the reason the account did not cancel when scheduled. This was told to the member in an email from the agent on 5/24/2022, when they emailed inquiring about the non-canceled account.

  Therefore, the account cannot be legally canceled as they did not follow the terms and conditions set forth in their signed agreement with ***************. Which states, in part, that a month-to month account *** cancel for any reason with a 30-day notice, all dues and add-ons owed within the 30-days must be paid in order for the request be granted.

  Since the member failed to pay the 5/1/2022 add-on, the account has amassed additional fees and more months of dues. What is owed on the account as of this response is as follows:

  1. Dues for 6/21/2022 $26.70

  2. The add-on for 5/1/2022 $37.45

  3. Returned Item Fee for the rejected payment $25.00

  The total due, today 7/1/2022, to cancel the account is $89.15. The longer the member waits to pay or take ownership of the rejected payment, more fees and dues will be assessed to the account. If the account goes 90 days without resolution, the account could be turned over to a 3rd party collection agency. 

  They *** call ************** to make a payment or reply to the email from our agent.

   

• Initial Complaint

  05/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Spoke with customer ********************** representative and they made me aware my account would terminate when finished. They still keep billing me and still want to charge me another month to cal cancel membership.

  Business response

  05/31/2022

  For account #******* with Club 24 - Crossfit, the member made an attempt to cancel a term contract without proper documentation, which is required by the signed agreement. They provided a job offer, which is not one of the approved documents that is accepted for proof of relocation. This would have been a Settlement Statement, Newly Issued Drivers License, or Permanent Change of Address with the US Postal Service. When the agent asked for a qualifying document on 10/7/2021, the member did not respond to the requests. Failure to provide proper documentation resulted in the request to cancel to be denied. 

  This term account then rolled-over to an open-end account on 4/1/2022. Now that this is an open-end and the  account can be canceled for any reason, the member may do so, but they still must follow the conditions which include a 30-day notice. They requested that the account be cancelled on 5/27/2022 via email. The request was accepted and the member will need to pay for any charges due within the next 30-days - 5/27-6/26; this includes the 6/1/2022 dues of $250.00 and the $30.00 Club Enhancement Fee.

  Failure to pay the $250.00 and $30.00 charges will result in this request being denied and can result in further fees being assessed. If both charges are successfully posted to the members account, the account will cancel prior to the 7/1/2022 dues payment on 6/29/2022.

• Initial Complaint

  04/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Ive paid $480 to a business under ASF payment solutions which is ******************************** in ********, **. Ive submitted multiple things to cancel this membership which were doctors injury note, change of address, and utility bills. Im filing to dispute it because everything that Ive provided was verified and got from the correct parties. Theyre taking money out of my account that could be used for more productive things. Ive tried multiple times reaching out to asf payment and when I begin to respond they disappear and never reply. Now I want you guys to help me get rid of the problem. THANK YOU!

  Business response

  05/05/2022

  For account #*******, ***********************, term contract with Inferno Training and Performance: This is a term contract, governed by specific terms and conditions to cancel. While the member provided a **** ********* of relocation, this contract requires 2 proofs of relocation; in addition, the first proof provided was denied as it did not meet the mileage requirement to cancel; member must move 25+ miles from the club address. The member also provided a doctor ********* to cancel, however, this was not denied as the note does not state that the member is permanently disabled.

  In order for ASF to cancel this contract, the member must meet the terms and conditions as stated in the signed contract:

  Relocation of 25 miles or more with 2 valid proofs of relocation. OR

  Provide a Doctors note on letterhead stating that the member is permanently disabled and cannot continue physical activities for the life of the contract.

  Customer response

  05/05/2022

   
  Complaint: 17116872
  
  I am rejecting this response because: all I want is to cancel my membership, Im getting surgery soon on my knee Ive given a doctors note and a change of address. Obviously, Im not capable of moving much because my knee is always in pain. I just want them to cancel my membership thats all I ask for. Ill follow through with the 30 day whatever fee. I just want to cancel the membership.
  
  Sincerely,
  
  ***********************

  Business response

  05/06/2022

  The member has a signed contract that cannot be cancelled unless they meet the agreed upon terms and conditions; either makes all 12 payments of $180.83 (this contract does have a roll-over clause as well), relocates 25 miles or more from the club address and provides 2 proofs, or gets a doctors note stating permanent disability.

  ASF cannot vary from these stated terms and conditions, as they are enforceable by the signed contract.

  Customer response

  05/10/2022

   
  Complaint: 17116872
  
  I am rejecting this response because: all I want to do is cancel my membership and you guys are making this extremely difficult
  
  Sincerely,
  
  ***********************

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