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social media accounts/websites. (e.g. Facebook, did get me in touch with a risk analyst who immediately
Instagram, LinkedIn). released my funds and apologized. They need to do a
6. Please provide any documentation, contract, or better job adjudicating merchants on the front end or have
any email/text communication you have with your better automation or more staff reviewing transactions.
customer. There was sufficient information available within my
accounting transactions that they could have used to
7. Please provide proof of business registration or validate the transaction. Grade: D-
ownership.
8. Please provide details about the work being provided In both cases, there were flashes of brilliance. With the
bank payfac, the acceptance process was first rate. With
The first five questions could have been sourced without regards to the accounting payfac, having my records auto
my assistance. And, if they wanted that information, they update was slick. Unfortunately, both failed to think
should have asked for it at the time of my application through the unhappy path they put me on and failed to
adjudication. Also, they suggested they would refund my either automate or properly staff for the workflow. Both
customer if I did not comply with their request to turn payfacs attempted to serve diverse verticals without
over specific information or contracts I had with my client. the tools or staffing to accommodate. The results were
disappointing.
As a last opportunity to appease them, I reminded
them that they had access to my accounting records and As founder of Humboldt Merchant Services, co-founder of Eureka
could see all prior invoices to the customer in question. I Payments, and a former executive for such payments innovators as
provided my website with over 30 published articles and WePay, a division of JPMorgan Chase, Ken Musante has experience in
encouraged them to share the URL with an executive at all aspects of successful ISO building. He currently provides consulting
the company as they desperately needed my services.
services and expert witness testimony as founder of Napa Payments
When reach exceeds grasp and Consulting, www.napapaymentsandconsulting.com. Contact him
at kenm@napapaymentsandconsulting.com, 707-601-7656 or www.
Even though they did not accept my consulting offer, they linkedin.com/in/ken-musante-us.

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