Update: Electronic Payment Systems billed our account for August (though no service has been provided since June). After leaving several messages, waiting days with no callback, and then calling back-to-back to sit on hold for long periods; we finally reached someone in customer service. She (Colleen) acknowledged that my qualm with "not paying for service when EPS is no longer providing it" would not sit well with us. However, she told me that she had no control over billing and then transferred me to her supervisor (Nicole).

Nicole was unsympathetic and told us that she would do us a "favor" if I would send her a cancellation letter that day, immediately, and it MUST be received that day; that she would consider our account canceled upon our October 2nd renewal date. This is a tactic that bill collectors use to get the upper hand by making you feel like you are in the wrong. This, she said, was a "favor" because we did not send written notice to cancel within the 90 day window provided by our contract with them. I let her know that I was not willing to jump like that because we did not WANT to cancel. THEY were the ones that canceled, without notice.

Nicole said that I had only the one option and that she would not be refunding the fees for months that they did not provide service. She told me that my company was responsible to pay for months through the end of the contract (even though they will not be providing us service). She even had the nerve to tell me that I signed a contract and was responsible to uphold my end of it. I told her that was a funny thing to say, because they were in breach of that contract by not providing the service.

She then reiterated that if she didn't receive the cancellation notice THAT DAY, she would be forced to renew the contract and we would be responsible to pay for fees through next year also (though they would still not be providing us any services). I told her that her options were unacceptable and that I wanted to speak to John Dorsey, CEO of EPS, at once. She refused and I insisted that she tell him to schedule a conference with us regarding their negligence and misdeeds. She made it clear that he would not be calling us back.

Ultimately, I closed our bank account, drafted a letter and sent it certified overnight. That letter serves as written notice to cancel (though WE did not want to cancel in the first place), as demand for refund, and as notice that the letter is to be considered a "demand letter" (as a precursor to possible further legal action).

All told, EPS has caused us damage to reputation, approximately $5,000 in emergency resource allocation, and nearly $1,000 per month in recurring revenue. That is aside from the $167 nominal amount they have stolen without providing services.

This is a prime example of how American companies have really lost what they once had: customer service focus. Many companies these days are a ridiculous joke and John Dorsey's EPS is no exception. He has built a team that is apparently trained with a total disregard for their customer's well-being. John Dorsey has successfully wasted my time and as a fellow CEO, he should be able to appreciate that and, most of all, he should be ashamed.