Jerry,

As the Director of Operations for MCG, I would like to address your concerns by first apologizing that you feel you did not receive excellent service from our staff yesterday. While it is true that Heather has made the decision to leave MCG to pursue another opportunity, it is not true that we are currently experiencing a “shake-up” as you put it. We have recently expanded our staffing to handle increased deal flow, yet we did that so we could continue to offer quick turnaround times for offers. The deal in question was received by our email server a little after midnight eastern time. Our office opens at 9 am EST, so based on your anticipated 2-hour turnaround time, you would have normally received an offer by 11 am EST but that’s assuming your deal was the very first one we looked at. The underwriter responded on the deal at 12:04 pm EST, an hour later. Obviously, we prefer to give offers as quickly as possible but there are times when our deal flow gets congested (due to day of week, time of day, or when an underwriter is absent) and we will always respond to all deals as fast as we can review them.

As far as direct contact with the underwriters goes, we do try to keep the majority of communication between them and agents happening via our Business Developers. We feel that allows our underwriters the necessary time they need to properly and efficiently make offers and close deals.

If you have any other questions or concerns that we can address for you, please feel free to give me a call directly at 1-866-610-6569 x 68. We always welcome the opportunity to improve our services for partners and merchants alike.

Angela Hanssen
Merchant Cash Group
Director of Operations