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Description

PowerPay, LLC is a credit card payment and processing company providing eCommerce and point-of-sale payment processing solutions, enabling businesses of all types and sizes to accept major credit and debit cards and a variety of other card-based and electronic web payments.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that PowerPay, LLC meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that affect the rating for PowerPay, LLC include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 82 complaint(s) filed against business
  • Resolution of complaint(s) filed against business

Customer Reviews are not used in the calculation of the BBB Rating

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

82 complaints closed with BBB in last 3 years | 33 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 1
Billing/Collection Issues 44
Delivery Issues 2
Guarantee/Warranty Issues 0
Problems with Product/Service 35
Total Closed Complaints 82

Customer Reviews Summary Read customer reviews

25 Customer Reviews on PowerPay, LLC
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 0
Negative Experience 24
Total Customer Reviews 25

Additional Information

BBB file opened: December 13, 2004 Business started: 01/01/2003 in ME Business incorporated 06/06/2003 in ME
Type of Entity

Limited Liability Company (LLC)

Business Management
Mrs. Tricia Bride, Director of Merchant Services Mr. Jim Raftice , President and COO
Contact Information
Principal: Mrs. Tricia Bride, Director of Merchant Services
Principal: Mr. Jim Raftice , President and COO
Number of Employees

160

Business Category

MERCHANT ACCOUNT SERVICES CREDIT CARD – MERCHANT SERVICES Other Depository Credit Intermediation (NAICS: 522190)

Products & Services

PowerPay, LLC offers the following product(s): Credit Card Payment Processing , Merchant Accounts, Transaction Solutions

Hours of Operation
M: 8:00 AM - 9:00 PM
T: 8:00 AM - 9:00 PM
W: 8:00 AM - 9:00 PM
Th: 8:00 AM - 9:00 PM
F: 8:00 AM - 9:00 PM
Refund and Exchange Policy
The business states for our refund & exchange policy please contact our inside sales department at 877-775-6900.
Alternate Business Names
EVO Payments International
Industry Tips
Unauthorized Credit Card Billing

Customer Review Rating plus BBB Rating Summary

PowerPay, LLC has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 320 Cumberland Ave

    Portland, ME 04101

  • THIS LOCATION IS NOT BBB ACCREDITED

    415 Lisbon Rd

    Canterbury, CT 06331

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

9/10/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 7/31/16 we had our first sale via our website, ***************************. Power Pay has never paid us for this transaction. We have never had the amount deposited in our bank account. Also on 8/12/16 they charged our account $47.31 for a return that we did not have. This has caused many overdraft fees with our bank and they still have not made either one of our complaints whole. We do not know why they are holding our money for 17 days and why we have been charged $47.31 for an imaginary return. They have been difficult to deal with and will not assist us. We want the $45.54 for the sale on our website 7/31/16 , we want the $47.31 refunded to our account for the return that never happened and we want them to call our bank ***** ******** (ask for ******** ******) and admit their errors made to our account. ********** **** charged us numerous overdraft fees due to this incompetence of this company. 313131

Desired Settlement: 1. Finally credit our account $45.54 for our first website sale 7/31/16. 2. Credit back to out account $47.31 for the refund that never happened. 3. Call ********** **** ***** ******** and admit that these mistakes made are theirs and not ours so that we may recover some of the NSF fees we have accrued due to this error that was not our fault.

Business Response: After a review of this account, our Risk team concluded that the merchant received their full release of $51.84 on 8/16/2016. We did confirm a return was processed on the merchants account on 08/11/2016 in the amount of $45.54. We believe the matter to be resolved. 

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below.   Please provide name of returnee and address the return was sent to. We have not received any returns in the msil. Was product returned to power pay? Regards, ****** *********    

Business Response: There is a miscommunication.  We released funds on hold to the merchant - the funds on hold was a sale.  We reviewed transactions processed by the merchant and the merchant processed a sale for card ending  in **** on 08/2. The merchant then issued a refund to the same card account on 08/11.  We suggest the merchant to contact the cardholder regarding the return merchandise or speak to the staff member responsible for entering card data such as refunds. 

8/21/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: PowerPay LLC was our merchant provider for several years. Recently, several "Chargebacks" in January and March of 2015 were taken from our merchant account. These chargebacks were disputed in accordance with PowerPay's direction. Also all were disputed in proper time frame even though PowerPay never sent us any chargeback notices. The 1st chargeback was on 01-18-2015 for $146.49 plus a $25 chargeback fee. We called the customer and they indicated the charge was a valid charge. We contested the chargeback with PowerPay. The PowerPay rep at the time said the phone call is the current process and they would not accept any dispute paperwork from us. They will work the issue by phone because that is how they have successfully worked in the past. The 2nd through 6th chargebacks were from 03-18-2015 to 03-28-2015 for a total of $270.93 + $125.00 in chargeback fees. These were all from the same customer. Again, we called the customer and verified the charge. The customer apologized and said that he hadn't recognized the name on the credit card statement. He indicated he would let the credit card know these were valid. We contested the chargebacks with PowerPay. The PowerPay rep at the time again said the phone call is the current process and they would not accept any dispute paperwork from us. They will work the issue by phone because that is how they have successfully worked in the past. The 7th was 1 chargeback on 03-30-2015 for $124.56 plus a $25.00 chargeback fee. Again, we called the customer and verified the charge. The customer apologized and said that she hadn't recognized the name on the credit card statement. She indicated he would let the credit card know these were valid. We contested the chargeback with PowerPay. The PowerPay rep at the time again said the phone call is sufficient and they would not accept any dispute paperwork from us. They will work the issue by phone because that is how they have successfully worked in the past. So we waited a few weeks for PowerPay as we know sometimes these issues take time. After about another month we started calling PowerPay because they never got back to us on any of the chargeback refunds. We then started calling PowerPay 3 times per week to get a status. At first, they indicated that these were in process and they were working on it. After a few more weeks, we would just be shunted to voice mail. Eventually, all that would happen is they would answer the phone and say ”let me transfer you to someone who can help you”. Then, we would always get voice mail. NO ONE EVER RETURNED A CALL! They never responded in any way. Finally, after about 5 more months of calling 3 times per week and being sent to voicemail, in November of 2015 we gave up and found a new processor. They never resolved the chargebacks and never called us back or returned any calls. The problem is they don't care about their customers enough to even acknowledge us in any way.

Desired Settlement: Refund of all the Chargback fees (FYI chargeback fee is a random junk fee set by Power Pay anyway.) Refund of all the Credit Card Charges. Listing as follows: 01-18-2015 amount of $146.49 03-18-2015 amount of $ 43.86 03-21-2015 amount of $ 54.92 03-23-2015 amount of $ 59.53 03-25-2015 amount of $ 53.01 03-28-2015 amount of $ 59.61 03-30-2015 amount of $ 124.56 Total of $541.98 + (Chargeback Fees $175) = Total of $716.98 The Chargeback fees are junk fees anyway. Plus they never resolved the issue.

Business Response: We do not have any record of the merchant contacting us and by no means would we ever tell them or any merchant that we handle responses over the phone and not to send in documentation.  The merchant only responded to one chargeback and that was the one for $146.49., which was declined  We issued a partial credit on 11/19/15 for $74.56 on the transaction for $124.56.  The card issuer returned only $74.56. The remaining amounts of $54.92, $53.01, $43.86, $59.61 and $59.53 were all on the same card and the cardholder stated they were unauthorized. The merchant advising that they contacted the cardholder who in turn stated they cancelled the dispute with their bank has no relevance on a chargeback we had already received where the cardholder states unauthorized.  It was cardholder initiated so the issuer would have to return the funds, the cardholder would have to allow the merchant to rebill them or the merchant would have had to respond in writing with documentation to us as requested in the letter sent to them.  As the acquirer we would have no way of knowing if the cardholder contacted their bank.  The merchant still needed to do their due diligence in getting us the documentation

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below.  ere is our response below:**** ******* *** Response to Business -We would beg to differ on PowerPay's response as to telling customers what to do with their charge backs.  It is also a little peculiar you would issue a partial charge-back.  Was only half the charge fraudulent?  As you would probably understand we would halve a little difficulty with that since items were on the same order shipped and signed for in the same box by the same customer.  We will never know the status since PowerPay refuses to return calls.   We still have the same issue with the other charge-backs.  Since we talked to your reps we know what they told us to do.  They instructed us to wait they will handle this issue by phone.  It is now a year and a half later.   This is exactly the reason we found a new credit card processor.Here is list of the calls and dates and responses we made to PowerPay since the issue began:04/24/2015 - We called and talked to **** *, "No need to send dispute we will call other credit card company and get back with you."04/27/2015 - We called left message on **** * voicemail, she did not return call.05/06/2015 - We called talked to **** *, said we a still waiting on other credit card company to call back.05/11/2015 - We called left message on **** * voicemail, she did not return call.05/18/2015 - We called left message on **** * voicemail, she did not return call.05/22/2015 - We called left message on ******, **** *'s supervisor voicemail, she did not return call.05/27/2015 - We called talked to ******, she said shouldn't be a problem will be taken care of soon.06/02/2015 - We called left message on ******, **** *'s supervisor voicemail, she did not return call.06/05/2015 - We called, ****** no long there.  Talked to **** *. they are still working the issues. 06/10/2015 - We called, left message on **** *'s. voicemail, he did not return call.06/15/2015 - We called, left message on **** *'s. voicemail, he did not return call.06/23/2015 - We called, talked to **** *.  who said he's no longer handling the issue, transferred me to ******, who never called back.06/29/2015 - We called, left message on ******'s voicemail, she did not return call.07/01/2015 - We called, left message on ******'s voicemail, she did not return call.07/03/2015 - We called, left message on ******'s voicemail, she did not return call.07/06/2015 - We called, left message on ******'s voicemail then **** *,  neither returned call.07/08/2015 - We called, left message on ******'s voicemail, she did not return call.07/15/2015 - We called, left message on ******'s voicemail, she did not return call.07/17/2015 - We called, left message on ******'s voicemail,  she did not return call.07/15/2015 - We called, left message on ******'s voicemail,  she did not return call.07/15/2015 - We called, left message on ******'s voicemail,  she did not return call.07/20/2015 - We called, left message on **** *'s voicemail, because ****** was on vacation, he did not return call.  06/10/2015 - We called, left message on **** *'s. voicemail.  he did not return call.07/22/2015 - We called, left message on **** *'s. voicemail, he did not return call.07/08/2015 - We called, left message on ******'s voicemail,  she did not return call.06/10/2015 - We called, left message on **** *'s. voicemail.  he did not return call.06/10/2015 - We called, left message on **** *'s. voicemail.  he did not return call.06/15/2015 - We called, left message on **** *'s. voicemail.  he did not return call.06/15/2015 - We called, left message on **** *'s. voicemail.  he did not return call.06/15/2015 - We called, left message on **** *'s. voicemail.  he did not return call.07/08/2015 - We called, left message on ******'s voicemail,  she did not return call.07/24/2015 - We called, left message on **** *'s. voicemail, he did not return call.07/27/2015 - We called, left message on **** *'s. voicemail, he did not return call.07/29/2015 - We called, talked to receptionist who sent us to *****, we left message on *****'s voicemail, he did not return call.07/31/2015 - We called, left message on *****'s voicemail, he did not return call.08/03/2015 - We called, left message on *****'s voicemail, he did not return call.08/05/2015 - We called, talked to receptionist who sent us to ****, we left message on ****'s voicemail, she did not return call.08/07/2015 - We called, left message on ****'s voicemail, she did not return call.08/10/2015 - We called, left message on ****'s voicemail, she did not return call.08/12/2015 - We called, finally got ***** to answer,  he said "Almost done."08/14/2015 - We called, left message on *****'s voicemail, he did not return call.08/17/2015 - We called, left message on *****'s voicemail, he did not return call.08/19/2015 - We called, left message on *****'s voicemail and ****'s voicemail, they did not return call.08/21/2015 - We called, left message on *****'s voicemail and ****'s voicemail, they did not return call.08/24/2015 - We called, left message on ****'s voicemail, *****'s voicemail was full, she did not return call.08/26/2015 - We called, left message on ****'s voicemail, she did not return call.08/31/2015 - We called, left message on ****'s voicemail, she did not return call.09/02/2015 - We called, left message on ****'s voicemail, she did not return call.09/04/2015 - We called, left message on ****'s and *****'s voicemail, they did not return call.09/07/2015 - We called, we were transferred to ****, we left message on voicemail, he did not return call.09/09/2015 - We called, left message on ****'s and ****'s voicemail, they did not return call.09/14/2015 - We called, left message on ****'s voicemail, he did not return call.09/18/2015 - We called, left message on ****'s voicemail, he did not return call.09/21/2015 - We called, left message on ****'s voicemail, he did not return call.09/25/2015 - We called, left message on ****'s and ****'s voicemail, thy did not return call.09/28/2015 - We called, left message on ****'s voicemail, he did not return call.10/05/2015 - We called, left message on ****'s voicemail, he did not return call.10/09/2015 - We called, left message on ****'s voicemail, he did not return call.10/12/2015 - We called, receptionist sent us to ****, we left message on ****'s voicemail, she did not return call.10/16/2015 - We called, left message on ****'s voicemail, she did not return call.10/19/2015 - We called, left message on ****'s and ****'s voicemail, they did not return call.10/23/2015 - We called, left message on ****'s voicemail, she did not return call.10/28/2015 - We called, ****'s voicemail full so left message on ****'s voicemail, he did not return call.10/30/2015 - We called, left message on ****'s and ****'s voicemail, they did not return call.As you can see we kept careful records of our phone calls to your company.  Not one time in the 6 months did PowerPay ever return our phone calls and try to resolve the issue with us.  We were only able to talk to a receptionist who transferred passed us around to seemingly random extensions.We fired PowerPay in November.   We would like a refund on our charge-backs.**** *****for **** ******* ***  Regards, ******* *****    

Business Response: It does not appear the merchant has been calling PowerPay or the Chargeback processing Center as the names listed are not employees of ours.  Please call the PowerPay ( now Evo Payments) loss prevention at 888-888-4009 option 5. thank you

8/13/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Started processing payments with this company over 100 days ago. After processing a few payments we called in to see why funds were not being released. Agent said we needed to finish underwriting process. We sent all information they requested and continued to do so every time it was asked for. For 10 days we were processing payments. We then received a email from the underwriter stating account could not be approved and would be closed. We kept calling the loss prevention department and would leave voicemail as to why account was closed and not approved and what will happen with the funds that were held. No response to voicemails at all for several days. When we finally called again and a agent answered they said our account could not be approved and funds would be released in 30 days. Once again after 30 days we never received any response or update. Kept calling for several days and when finally reached a live person to speak and was informed would have to wait another 30 days for review. We requested partial funds to be released as we never got a answer why all the funds had to be held and why our account was in underwriting for over 10 days. After 60 days we call once again as we never received a update from this company. They informed us that a chargeback was filed and we would have to wait 30 days from when a chargeback is filed for funds to be released. Now on July 27th it has been over 45 days since that 1 chargeback was filed and over 90 days since account was closed. After several days once again of leaving voicemail we never heard back. Today July 27th a agent answered the phone and once again said we would have to wait 30 days for another review. They don't want to release partial funds and we keep getting the run around. Asked why we were informed if for 30 days no chargeback is filed we were told funds would be released and it has since been over 45 days and this company does not want to give a response. We would like our funds fully released from this company as we continue every 30 days to not get clear answers. When asked to speak to the analyst that reviews account they wouldn't even give me their extension only transferred to voicemail. Have left voicemails to this company in loss prevention department several times last 100 days and not once have received a call back. They continue to change what they say and what they want. However they will still not honor what they have continued to tell us regarding our account and don't want to release our funds.

Desired Settlement: To have all of our funds released immediately as it has been over 90 days now and we continue to get the run around regarding this.

Business Response: The merchant account was reviewed on 7/27/16 for a potential release. Based on the exposure and chargebacks  recieved , we were only able to release $5000.00 of the $10,923.57 currently being held. The account will continue to be reviewed every 30 days until all funds are released. The next scheduled review of the account is 8/27/2016.

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. When speaking to a agent of this company they said 5K won't be released till 8/22 after another review. Only 1 chargeback came to this account within 90 days and this was due to us not being able to process a full refund for this order as our account was closed with them before we could do this. When the account was even closed I informed the agent that we needed to process a refund as we did not feel sure in sending this order out as we were trying to verify information with the customer and couldn't get a response. They had closed our account and said we would have to wait for a chargeback to be filed by the card holder. Your company has as well told me that after 30 days of no chargebacks the funds would be released i was informed that 6/22. So why do we continue to never get a clear answer and always a different excuse about this ? I have said several times since the funds were held for us to get a partial release and was informed we would get funds released in full when no chargebacks had happened for 30 days. It has been almost 50 days now since that. Please process $8000 at the lowest as partial refund to the new bank account that was sent to your company , and the remaining we will expect to be released at the 6 month mark of the last transaction . Have never once heard back from this company. Always have to keep calling and no response to voicemails at all. Regards, ***** ******  

Business Response: We do apologize for the miscommunication. While you have only received one chargeback since closure, that chargeback was not covered by your bank account.  Funds were then needed to be taken from the reserve to cover the negative balance. This indicates to us any new chargebacks on this account may not be covered. We are willing to release an additional $3000 to you today. That will leave $2,923.57 in reserve to be reviewed for a potential release in October. 

8/10/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I cancelled my account in June 2015. Unfortunately for me, I didn't notice for an entire year that I was still being charged!! Also unfortunately for me, I couldn't located my cancellation confirmation. So, I cancelled again. This time I printed my cancellation confirmation and saved it multiple places to ensure I would have it. This was in June 2016. July 2016 - I was charged again! Called and they said it was because I didn't cancel by June 16. Lie. My cancellation confirmation was received to me on June 9. But you've already taken over $700 from me when you shouldn't have so what's another $50. I was assured I would not see any more charges. August 2016 - CHARGED AGAIN!!!!!! Called and they said, "well, it's probably a charge back" Lie. I haven't used your services in OVER A YEAR which means there is no possibility for a charge back!!! Okay, then I'm told I'll get this ONE charge returned to me in the form of a check in 45 days!! Really???? YOU HAD NO RIGHT OR AUTHORIZATION TO EVEN CHARGE ME ANYTHING IN THE FIRST PLACE!!!! I may not be able to find my original cancellation confirmation from June 2015 but I know I cancelled and now that I am still being charged after cancelling a second time - and proof in hand in the form of my cancellation letter (not to mention the multiple times I've talked on the phone to agents and been told it is for sure canceled) I am even more certain I cancelled last June!

Desired Settlement: full refund all the way back to June 2015. They convinced my I didn't cancel in June 2015 because I couldn't find my cancellation confirmation. However, now that I have cancelled a SECOND time and have the proof in hand and yet I am still being charged - I am even more convinced that I did cancel in June 2015. I want a full refund.

Business Response: The first cancellation and noted was June 2016.  The account is now closed and both June and July fees will be refunded. The refund will be processed on Monday August 8th to assure monthly fees are not rejected. 

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. I can not accept a response until they actually stop charging me. The can SAY it's canceled but until the charges stop, I will not accept anyone's WORDS!  This has been going on for over a year.  I do wish I had my original cancellation information so I could take this to court.  They have SAID multiple times over the phone that it was canceled and yet they continue to charge.  I'll believe it when I stop seeing charges. You definitely should refund June and July since I do have proof of cancellation for those months.  It's unfortunate you've taken over $600 for the rest of the months and it's a loss for me since I can't locate my original cancellation info - and even though on your end you can clearly see I have not used your services in over a year!  Customer service is rude and tells me a different thing every time I call so I felt no choice but a public complaint to hopefully get things settled!Again, I will not accept any WORDS, I will not be satisfied until I actually have stopped been being charged.  We'll see in August at billing time.... Regards, ***** *********  

7/20/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This company processes credit card transactions for my website, www.*********.com. I noticed today, July 14, 2016 that they have not deposited money from any transactions into my bank account since June 6, 2016. The dollar amount of these transactions is roughly $56,163. However, they have been charging me processing fees and all of the customer transactions were approved. Therefore, they have been keeping all the money from the products we have been selling and shipping. I called today to ask why and was informed my account was on a 100% hold but the woman did not know why and that it was not her department. She transferred me to the risk analysis department where I left numerous messages. Nobody has contacted me to resolve the issue.

Desired Settlement: I would like to know why they are keeping our funds and would like the money owed us deposited into our account immediately.

Business Response: The account is off reserve and funds were released July 15.  A transaction larger than normal flagged the account which caused the initial hold. Due to system error the request to remove hold was not initiated  and the error was unknown  until we received call from merchant. Funds were immediately released and hold removed 

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ******* ******

7/14/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We noticed in early May 2016 that we were not receiving all of the funds from authorized and captured credit card transactions. I contacted EVO Payments on 5/8/2016 to notify them of the problem, which they traced to **** card transactions and conflicting risk hold information in their systems. They assured us at this time that the funds would be deposited within the next few days. I called back several times during the next week and was told each time that the funds had been released and were on their way. We still have not seen the funds. On June 13 I spoke with ******* and with **** *****, to whom I provided requested bank statements. I walked her through to show her the missing transactions. I never heard back. I called later that week and spoke with **** whom I again walked through our transactions. At this time she indicated that our problem might be with our **** account and promised to get to the bottom of it, updating us every 24-48 hours. I received one voicemail which I returned on or about June 20 and I have heard nothing since. I called again today (6/28/16) and have had to start over again. We are owed $3949.48 and have been owed this amount since 5/8/16.

Desired Settlement: We want EVO Payments to give us the money they owe us - $3949.48 - and I want to speak to someone in management.

Business Response: The merchant is working with customer service and the supervisor on this situation.  We are working with **** to determine duplication, Chargebacks and fees. We will rekey all transactions needed, assure merchant is credited for fees on the account and chargebacks resolved. This process does take a few days to resolve. Management is aware and will assure resolution is complete as soon as possbile. 

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below.  I have made more than 12 calls requesting to speak to a supervisor or manager and the request has been denied each time.  Business has been aware of the problem for 60 days with no resolution provided.  Business refuses to provide a timeline for resolution.  I would like to speak to a manager or supervisor regarding this matter. Regards, ***** *****    

Business Response: This account was escalated to our  Escalation team and VP of Operations.  We are actively working  with the merchant and have identified next steps with the merchant. 

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********.However I wish to keep the complaint open until all missing funds have been deposited into our account and all resulting chargebacks resolved. Regards, ***** *****

7/13/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Despite being legal in all 50 states, Power PAy was unable to process sales for *** ***, as is the case with most processors. As the rep told me this before signing up, I removed the entire *** category from our new website. We were approved, and things were going fine, when I noticed a 5 day old message in my spam folder saying that our account had been suspended 5 days earlier. WHile the category for *** was gone, and not available anywhere on our site, apparently a search for the product would yield results for individual products. Upon learning this, I contacted our web platform, who told me how to completely eliminate the product, which I did. They refused to reinstate our account, which I suppose is their prerogative, but that is not the action which is most off-putting. With only a spam email saying our account was suspended, I had no idea that it was even the case. Payments continued to go through as usual and we sent out orders. The only thing they suspended was releasing our money. They now owe me over $800 and say they will review the case in 30 days to "see if funds can be released". Very, very dirty business. Stay FAR away from these guys. They are extremely untrustworthy.

Desired Settlement: My funds should be released immediately. Account should absolutely be reinstated, as nothing was done to violate any policies and the minor issue of search function has been corrected.

Business Response: On June 16th, 2016 we discovered the merchant was selling prohibited products on their website. Unfortunately, at this time we are unable to support business models that sell *** ***. The merchant was asked to remove this item from their website. Additional investigations revealed the *** *** remained on their list of goods sold. The account was closed at that time. Per the merchant agreement signed by the merchant, we reserve the right to close an account at our discretion.     We will review to release funds held in reserve 30 days after closure. The first review to release funds is schedule for July 16, 2016.  Releases from the reserve are not guaranteed and are based on account performance after closure. If funds are not released in full, we will review the account every 30 days until the reserve is depleted.  

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below.   This response from Power Pay is untrue.  As I explained to them, The entire *** category was removed from my site as was instructed prior to launch.  The Site was reviewed and approved.  Two weeks into processing, they cancelled my account with a simple email which ended up in my spam folder.  No phone call, no confirmation, yet left my gateway open to receive payment.  They continued to receive payment, as I had no idea my account was suspended until 5 days after the fact, but stopped depositing into my account.  Upon learning my account was suspended, I contacted the company who told me *** was available if searched for on the search bar on our site.  This was completely unbeknownst to me.  The product was also unable to be purchased.  As this is a new website, I contacted big commerce, who told me how to delete the product completely from the search bar function as well, and it was done immediately.  They refused to open my account up but continued to try and accept payments from our customers without depositing into my account.  They are nothing short of thieves.   Regards, ***** ******    

Business Response: Pleaese note the person initiating the complaints is not the signer on the merchant application/account. The merchant had a prohibited product on their website which caused the closure. PowerPay does not handle the gateway for *** *******. The merchant would need to contact his gateway provider. The account will remain closed. 

Consumer Response:  Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below. Power pay does handle the gateway.  It was a package deal signed up with through them using *************. They were fine accepting the money, just not fine giving it to me.  They are thieves. Not one order for anything other than clothing.  Again, product in question, *** *** was not available for purchase. Regards, ***** ******    

6/14/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received an email from Ms. ******* *********, stating: This email serves as official notice that we are terminating the agreement we have with your company, effective immediately. This decision was made for reasons including, but may not be limited to, the following: •Excessive risk This company services our merchant accounts for credit cards. We had a charge back, which we were in the process of gathering information to dispute with the customer and Ms. ******* ********* took action to terminate our account, which was otherwise in perfect standing. Ms. ******* ********* stated on the telephone today, that our website was not in compliance and was not because of the charge back. However, we've not changed our website since our agreement. And, did not give specifics. She also said there is nothing we can do to reinstate our account with them. I feel because our website has not changed and we've only had one chargeback due to a girlfriend paying for her boyfriends service we fully provided, but that their relationship broke up, that is the only reason for the one and only one charge back. The website has not changed, therefore, this totally unfair and unwarranted action on ******* *********. I wish to have our account reinstated or have the specifics and the opportunity to reinstate our good standing account with them. I seek to avoid legal remedies as we are very litigious against any form of description.

Desired Settlement: Reinstatement of the account and detail explanation why the account was terminated and the opportunity to fix any alleged true discrepancy, IF any.

Business Response: The merchant was closed on June 8th, 2016 due to excessive risk. Closure was not solely based on the chargeback activity present on the account. Per the merchant agreement, Powerpay reserves the right to close an account at our discretion. At this time, the merchant account will remain closed. 

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below.  [We had not changed  the essence of our website, nor business practice in the slightest since the Company accepted us.  Further, the cause of the charge back was due to the girl friend, no longer wanting to financially back the boyfriend.  Lastly, this Vendor says Excessive Risk, but has provided no proof and cannot because our business model never changed from the time we were accepted.] Regards, ****** *****  

Business Response: The fact the merchant claims the business model never changed is irrelevant. The amount of risk, or type of risk, our company is willing  to accept can change over time. Again,  per the merchant agreement, Powerpay reserves the right to close an account at our discretion. The merchant account will remain closed. 

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below.  The Company failed to follow it's own rules by not allowing the 10 days to refute the customers claims and bring forth evidence to clear our name of the allegation.  Upon notification of the charge back we immediately sought to investigate and furnish proof of the bogus claim and had intended to do so within the 10 days.  Further, we had a 30 day refund policy in place that the customer never initiated.  The Company merely processed the charge back and simultaneously closed our account.  We were not given the 10 days to clear and protect ourselves.  This is wrong, assumptive, discriminatory, unfair and unacceptable.   

5/20/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Run Around After Run Around , I really Did Not want to Switch My Credit Card Provider , But After Lies On top of Lies I had Too Switch , I am a small buisness owner Who at One Point Had over 15,000 Dollars Ties Up In Reserves. Yes I under Stand My Business Is high Risk , But when A company Rep , Lies over and over about a release it gets Sickening. Me and my business Partner were Planning To Start A New Business and Launch it at the Trade show June 15th , With A Very Tight Budgjet We Planned almost 7 months in advance To cancel our Merchent Service with Power Pay / Evo . It Took almost 3 Months and many Phone Calls For Us To cancel , And after Cancelling They Say They Can Hold your money for up to 6 Months to 270 Days ... We were Told Many Times We were going To get A Full realeae On 4/29/30 of the remainder balance. We Only got 2300 out of The Promised 12,300 . Now I have to look My Wife and Kids In The Eyes and tell them , we might loose everything because The money we were counting on to revamp our business at the Tradeshow ,Will Not be here in Time !!

Desired Settlement: Please Release the Full Amount as Promised , So me and My Family Can Live To See Another day In business !!! Its has been Months Already !!! We have been Planning This Turn around in our Business For Months !!!!

Business Response: The account experienced chargeback issues within a month of boarding. Due to the chargeback concerns, the account was moved to a 10% reserve with 6 month rolling reserve release schedule. In order to release funds held in the reserve the account needs to be in good standing. Releases are not automatic.  The merchant received many releases over the last year and a half, but many months there was no release due to high chargeback ratios.  When the merchant closed the account on his own terms we did make a partial release at that time, but due to the exposure, we could not  make a full release.  We keep the same procedure and review process with every merchant.  According to the contract we can hold funds up to 270 days after the last activity date. However, most likely all funds are released 6 months after closure, if not before.

5/16/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: PowerPay without a signed contract proceeded to take money, on a monthly basis, for six months, without my knowledge and without my approval. When I called to ask why, and requested they stop. They attempted to charge me an additional $250, to get them to stop taking money they were not authorized to take. When PowerPay stated they had authorization, I requested to see it. When they realized they did not have a signed contract, nor authorization. I heard a "We're Sorry". But it wasn't an apology for stealing money. And it certainly an apology for the trouble they have caused me for the last six months. I do not want an apology from them. I simply need my stolen money returned. Since they took it, without my signature... They do not need a signature to return that stolen money... My compliant is this: If they can take money from me, without having a signature or authorization. For months, without my knowledge. Who else are they doing this to ? How many unsigned contracts, are actually being collected anyway? That doesn't seem like an ethical way to conduct business.

Desired Settlement: give back the stolen money in the same manner in which it was taken without my signature

Business Response: The Merchant account was approved 12/24/2015.  At that time the merchant is sent an approval email that indicates approval and to send in the incomplete documents. The merchant account was set up and was ready for use by the  merchant.  We will close the account and refund the applicable fees. The fee totaled $117.80 however the April fees were rejected back to us thus the refund amount  is $85.85

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that no monthly charge was ever approved. If the money is refunded in the same manner in which it was taken - without my signature. Then the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved, provided the money is actually refunded. I am still curious though - how much money does that company make off of unsigned contracts? Regards, ******** *****

5/10/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: WE STARTED PROCESSING CREDIT CARDS WITH POWER PAY ON DEC 18 2015. WE WERE SET WITH A VERY LOW LIMIT, BUT WERE TOLD, IT WOULD EASILY BE RAISED. WE PROCESSED THE LIMIT FROM DEB 18 UNTIL DEC 31ST, NO PROBLEMS THERE, BUT IN THE FIRST WEEK OF THIS YEAR, WE HIT OUR MONTHLY LIMIT 20,000 A MONTH, IWE HAD BEEN TOLD IT CAN GO TO 100,000, WITH NO PROBLEMS. WELL, WE JUST DECIDED TO RUN THROUGH AND PUT 40,000 OF our 20,000 LIMIT FOR JANUARY. SO,, ALL IN ALL, WE HAD 80,000 DOLLARS WORTH OF CREDIT CARDS RUN THROUGH, WITH A TEN PERCENT HOLDBACK FOR CHARGE BACKS. THEY CLOSED OUR ACCOUNT OUT AT THE END OF THE MONTH, AND TOLD US THEY WOULD PAY US OUR MONEY FROM THE MAIN ACCOUNT, IN THIRTY DAYS. WELL, WE WERE PAID OUR DEC AND JANUARY 40,000, BUT THE OTHER 40,000, IN THE MAIN ACCOUNT THEY SAID AFTER WE WAITED THE FIRST 30 DAY PERIOD, WOULD BE PAID, IF, WE DID NOT ALLOW ANY CHARGE BACKS TO REJECT., WHICH THEY DID NOT DISCLOSE THE FIRST 30 DAY PERIOD,,, SO, ONCE AGAIN, WE AVOIDED ALL THE CHARGE BACK REJECTIONS FOR 35 DAYS, AND THEM ON MARCH FOURTH, ASKED TO BE PAID, AND THEY STARTED WAFFLING,AS THEY ALWAYS DO. THE GUY IN RISK MANAGEMENT IS CHRIS BAILEY..HE IS HIRED TO WARD OFF ALL COMERS. I DID MY HOMEWORK ON THESE BAD PEOPLE AFTER, I SIGNED UP WITH THEM, AND I NEVER WOULD HAVE TOUCHED THEM, KNOWING WHAT I KNOW NOW. THEY HAVE JUST ABOUT PUT US OUT OF BUSINESS HOLDING OUR CAPITAL. SOMETHING MUST BE DONE, PLEASE HELP US, I SEE THEM DOING THE SAM E THING ON MAY FOURTH, I NEED YOUR HELP, WILL SOMEONE PLEASE CALL ME, OR MY PARTNER WHICH IS MY DAD ***** ********, AND CLAMP DOWN ON THEM WHAT THEY ARE DOING IS CRIMINAL, THEY ARE EFECTIVELY USING OUR 40,0900 DOLLARS, TO FURTHER THEIR BUSINESS, WHILE KILLING OURS, THEY MUST BE STOPPED. PLEASE LET ME LKNOW RIGHT AWAY WHAT YOU CA N DO WE DESIRE TO BE PAIUD ALL OUR MAIN ACCOUNT MONEY, RIGHT AWAY WE REALIZE THE RESERVE ACCOUNT IS FOR ALL LATE CHARGE BACKS. PLEASE PLEASE HELP US, THEY ARE GOING TO PUT US OUT OF BUSINESS IF WE DONT GET OUR CASH SOON THANK YOU

Desired Settlement: TO PAY US THE 90 PERCENT MAIN ACCOUNT MONEY RIGHT AWAY

Business Response: The merchant ********************* was approved with PowerPay on 12/14/2015. The account was approved with contractual parameters of $240,000 annual volume and a $500 maximum ticket. The merchant is correct in saying we can adjust the contractual parameters on the account and it is often very easy to do so. We ask for supporting documentation showing that any increase in volume or ticket size can be supported with their financials. Within the notes, there is no mention of the merchant actually requesting their parameters to be adjusted; in fact the parameters are exactly what the merchant requested on their contract.   On 12/25/2015 the account flagged for a sale over the contractual parameters which was a violation of the contract. At this time, we requested the supporting financials and we got bank statements which were for another business entity. Due to this, we advised the merchant they will need to process within their contractual parameters for at least 90 days until we can establish a history of processing. A few days later the merchant processed a batch for $15,000 which put them well above their approved volume of $20,000 for the month. This was also held as it is a violation of their merchant agreement.  At this time we froze the account and eventually closed the account due to a substantial amount of chargebacks which were initiated and ultimately rejected by their bank account.   When an account is closed we often review the account for potential releases. This is dependent on the account’s performance while it was active and after closure. We would never guarantee any release to the merchant as we do not know how the account is going to perform throughout the month. The performance of the account has not been acceptable to date, the majority of chargebacks that have come through have been for fraud.   The account will be reviewed for a possible release on May 4th, 2016.

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below.  What Power Pay doesn't understand, nor do they care about, is that my company is going down the drain without funds. We can't wait another 2 weeks to hopefully pass inspection from a company that OBVIOUSLY never intended for us to get paid from the beginning.When they say "flagged for a sale over the contractual parameters which was a violation of the contract", they mean that we wrote up a ticket worth over $500 since we were doing that well in our business that customers were actually paying for that much. The real problem there was that they didn't mention we couldn't go over a $500 ticket limit. No, instead they tell us that AFTER they flag us down because they knew how successful we were doing and saw how much money they could potentially hold fromus. They used the ONE TIME we went over our $500 ticket limit against us but that's another story. One I don't care about right now and neither does the rest of my company. What we care about is getting paid.Moving on, they promised me that the limit would be much higher than the money I was making, and if I needed more, they would give me more, but when i asked for a limit increase, they said "Oh, no, you have to wait 3 months" which is a lie because they saw all the business coming in from taking in Credit Card sales and although my business was going through the roof, they stopped me right in my tracks and froze the account. So in essence, the promise to raise the limit in 3 months was useless.By the way, they claim we sent them bank statements for a different business entity when the Bank Statements were from the very same business (**** ****** **** ***), also known as the business in question. There was no co-mingling like the way they co-mingle the concept of a Main Account and Reserve Account, but that information is for later reference. Fraud? What they mean is that the REASON code for several of these orders were classified as "Fraud" when I have evidence that I DID come through and send these customers their orders. And when I emailed Power Pay, all they did was run me around in circles.They mentioned Chargebacks from customers who put in the reason code that my company **** ****** **** *** was at fault for fraud although those customers can't even prove it. What's funny is that Power Pay BELIEVES the customers that my company committed Fraud for failing to send the products while the customers have zero evidence and all they have to do is file their Chargeback under Fraud and they're automatically trusted. While I have tracking numbers from **** that PROVE these people received their orders in the mail, Power Pay ignores this, doesn't take it into consideration, and STILL trusts the customers who are going by word of mouth while my company is going by cold hard facts.The ones who should be accused of fraud is POWER PAY because they have been withholding our hard earned money from us. These are clients that WERE satisfied were their products, but wanted their cake and eat it too so they charged back on us after receiving their products in the mail and then lied to Power Pay that they never received it. This way they could of course keep the money AND the products.Yes, you are reading that correctly. A substantial number of these people frauded US because they took the products and tried ripping us off through Power Pay. Now Power Pay doesn't want to acknowledge the fact that we have proof that we sent it to the customers and instead, sides with the people who are using the "Burden of Proof" method to try and lie that we never played our part as a business when we did. And for those FEW customers who truly were unsatisfied with their products, they charged back before we had a chance to return their money. Not only was this unfair, but not a single customer, either trying to Fraud us OR not tried contacting my business so no matter WHAT, there was nothing we could do on our part but sit back try to control this big mess that Power Pay is keeping us stuck in.Next up, we need to get one thing straight. I didn't reject ANY chargebacks. Chargebacks appear automatically on my bank account and if I fail to come up with the money within 24 hours, it AUTOMATICALLY goes straight into the reserve account. Now in the beginning of February, I noticed I was negative in my bank account. After looking over my bank account, I noticed a bunch of statements on my account titled "BKCD PROCESSING" which were eating up a lot of the money in my bank account. Curious about the situation, I called up Power Pay around February 10th and they said those were chargebacks and that I was to cover them if I wanted to see my funds released because only after 30 days of zero rejected chargebacks would I receive my money.Now keep in mind, I was led to believe that the Reserve Account was set UP for this very purpose. To take care of any funds for Chargebacks. When they told me I had to cover the funds OUT OF POCKET or else I wouldn't have my funds released, I RUSHED to the bank to cover Chargebacks that I didn't have the money to cover because ever since these guys shut down my account, I've only been losing money.But Power Pay didn't inform me about any Chargebacks throughout all the month of January and almost the first two weeks of February. This was all unknown to me, and I was kept ignorant about it. Gee, I wonder why? Perhaps because Power Pay benefits from holding my money for as long as they can possibly twist the rules around for.Do you want to know how long ago the LAST REJECTED CHARGEBACK was? About February 27th. Almost 60 days ago (about 52). Now, I want to cut to the POINT about everything right now because Power Pay is doing what they do best and avoiding the main topic. Instead, they post a bunch of unnecessary and irrelevant information to try and make me look back in front of the BBB so that they can STILL get away with holding my money for days on end. Power Pay obviously wasn't PAYING attention when they read my complaint because my DESIRED SETTLEMENT is a Refund and for them to do as follows: "TO PAY US THE 90 PERCENT MAIN ACCOUNT MONEY RIGHT AWAY". The Nature of this Complaint is under the category of Refund / Exchange Issues and the disputed amount is around $40,000. Hmm, let me see here. This WHOLE complaint is in regards to receiving our MAIN ACCOUNT money back, getting a proper Refund/Exchange, and we are disputing the RELEASE OF OUR MONEY. Yet does Power Pay address any of that in their response? No.Let's take a look at what they wasted their time with instead. -They mentioned a $500 ticket limit? I addressed that but that's irrelevant to getting paid now. -They mentioned our "Approved Volume of $20,000 a month limit" which is ALSO irrelevant to getting paid right now.-They mentioned Freezing and Closing my account down and that is STILL irrelevant to getting paid my Main Account Money.-They mentioned Chargebacks under the reason code as "Fraud" for not receiving my money, when, again, this is irrelevant to the case since I am speaking about the MAIN ACCOUNT MONEY. On top of this, they cannot even prove we failed to deliver but I can prove we SUCCEEDED in sending out the customer's mail with Real Tracking ID's.The ONLY and I do mean ONLY part of their response that seems to be SOMEWHAT relative to the actual matter at hand is the very final part where they mention that: "When an account is closed we often review the account for potential releases. This is dependent on the account’s performance while it was active and after closure. We would never guarantee any release to the merchant as we do not know how the account is going to perform throughout the month. The performance of the account has not been acceptable to date, the majority of chargebacks that have come through have been for fraud."Now, there are STILL several problems with this. The short story is that there are TWO accounts. The Main Account and the Reserve Account. When I emailed Mr. Bailey about getting my MAIN ACCOUNT MONEY (NOT THE RESERVE ACCOUNT MONEY) he said: "The contract states we can hold funds for up to 270 days after the last activity on the account. This means every time there is a reject this resets."Bare in mind that this rule ONLY applies to the Reserve Account and he is trying desperately to confuse me so that I don't get paid. Never did I mention to him that I was after the Reserve Account money so early on. No. I am speaking about the MAIN ACCOUNT MONEY or in other words the 90% of my money. NOT THE 10% RESERVE ACCOUNT they set.Instead of actually speaking about that exact topic here which NEEDS to be discussed, they STILL sound as if they are speaking about the Reserve Account due to all the wording in their response at the end. When an account is closed, you're supposed to be paid your Main Account Money and nothing less than that up to 30 days after the contract ends. Well my Contract ended on January 19th. It's been 90 days, over TRIPLE THAT LENGTH and yet they are still dragging me along. They are BLENDING the two types of accounts here to try and confuse me. But I know what's going on, I SEE THROUGH their lies, their schemes, and their horrible wording (lack of proper communication) to try and talk their way out of this.THEY ALREADY HAVE THE RESERVE FUNDS AGAINST US, WHY ARE THEY WITHHOLDING THE MAIN FUNDS?THEY ARE JUST ABUSING THEIR RIGHTS TO HOLD ONTO OUR MONEY TO THE POINT THAT THEY ARE RIDICULOUS. WE NEED OUR MONEY BACK, IT'S VERY SIMPLE. THEY ARE JUST JERKING US AROUND.WHY CAN'T YOU GIVE US ACTION LIKE YOU GIVE OTHER PEOPLE THEIR MONEY BACK? HUH? OTHER PEOPLE ON HERE HAVE HAD THESE PROBLEMS TOO. WELL I'M NOT GIVING UP UNTIL I GET THE SAME JUSTICE.WHEN I TRIED CALLING THEM, THEY AVOID ALL MY PHONE CALLS AND HIDE, THEY ONLY COME OUT WHEN THEY ARE FORCED TO LIKE RIGHT NOW. AND THE ONLY REASON THEY DO COME OUT IS TO PROTECT THEIR IMAGE. BUT THEY CAN'T KEEP RUNNING FROM THE TRUTH! IT'S CATCHING UP TO THEM FAST. BECAUSE THEY KNOW THEY ARE WRONG. THE ONLY POINTS THEY ARE MENTIONING NOW HAVE NOTHING TO DO WITH THE POINT THAT I AM MAKING. WHICH IS THAT WE NEED TO BE PAID ALREADY AND THE ONLY THING STOPPING US IS APPARENTLY THAT WE ARE APART OF FRAUD? I GOT EVIDENCE AGAINST THAT. CUT THE GARBAGE OUT OF THE PICTURE.We need to be paid NOW, not on May 4th, every day counts. I won't say it again. It's as clear as day, THAT is my desired settlement.  Regards, ****** ********    

4/27/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was introduced to **************** from authorize.net. I opened online store and use them as my merchant account and payment processor. I got my first sale from a buyer, the payment shown successful, but ************ still hold the money. I have sent the item that the buyer purchased and it showed delivered. After a couple days i got chargeback on my bank account. ************ tried to pull $424.11 (which is the amount that i should receive from the buyer). I called ************ to ask for explanation. Without any notification or writting statement they closed my merchant account. They told me the buyer claim an unauthorized payment and told me to call their chargeback departement to resolve the problem. So i called chargeback departement and they ask to fax all the evidence and documentation to them. I did as they say and called them again to make sure they really receive all my fax. They did, and told me TO WAIT 2 weeks for investigation and WAIT 30 days for them to release the payment from the buyer ($424.11). In the meantime, i called my bank account and requested to dispute that chargeback, i explain the problem with my bank account and sent the same evidence and documentation. Bank account suggest me to block any transaction from ************. After couple of weeks i got letter from ************ chargeback departement stated that my account has been credited $424.11, so i called them back to make sure and the cust, representative clearly said everything has been SETTLED. After 30 days waiting for payment from the buyer ($424.11), i called ************ AGAIN to ask when the money going to release? They told me the amount that they owe me is not $424.11 but only $317 which is i am not sure how come only $317. They said they will release the money in 2-3 days. They told me to send them bank authorization (since my bank block any transaction from them previously). So i called my bank and reauthorized any transaction from them. I called ************ AGAIN and they told me TO WAIT another 30 days AGAIN but cannot guarantee that they going to release the money that they owe me. I was so upset why they love to hold the money that is not belong to them but patiently let them do their work. While waiting for another 30 days, this month (on April 11, 2016) i got ANOTHER chargeback $424.11 on my bank account. I called ************ chargeback departement to ask for explanation because i remember the cust. representative before clearly said it was SETTLED. Now she told me that i have to pursue the cardholder which is the buyer, go to the court and file all the documentation. I'm wondering why i have to go to the court? It is their job as the third party between me and the buyer, and they also have all my documentation that they can investigate whose the fault. On this long process of waiting and waiting and waiting, i got email from ************ told me that i owe them monthly fees $51.42 which is i have to pay with my credit card and make sure with them it is going to be the last charge because the account already closed. Even though i feel that i don't receive any of their services that benefit me.

Desired Settlement: ************ should release the money $424.11 from my buyer immediatelly without waiting any longer. No more chargeback $424.11 on my account since they told me it has been settled. And no more surprise fee. Because of this bad experience and bad service they should refund me $51.42 of the monthly fee. Please make sure that this case all clear and settled and i won't call ************ or their chargeback departement AGAIN and AGAIN anymore.

Business Response: The merchant processed a transaction while the account was still in the underwriting process.  The sale was processed and the funds went into a temporary reserve account while the account was being underwritten.  During underwriting, the merchant received a chargeback on the transaction that was processed.  Per the merchant agreement, all chargeback debits should be covered by the bank account on file.  The chargeback did not clear the bank account and we took funds from the reserve in order to send the money back to the customer.  The merchant won the chargeback dispute and the funds were then returned to the reserve.  The customer then issued a 2nd chargeback on the same transaction.  Per ****/********** regulations, the customer has the right to do so and the merchant is responsible for cover the 2nd chargeback as well.  The 2nd chargeback case is still pending.  Due to the fees associated with chargebacks the reserve has been depleted, thus making the available funds less than what the transaction was for.  Once the chargeback case is settled in its entirety, *** ******** will review to release the funds being held in the reserve.  The merchant is responsible for any fees associated with the merchant account even after the account has been closed.

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below.  I sent my documentation to uderwritting 2 times to the email address provided. But nobody reply to me, not even confirmation. First time i email to **************************. After several days i called to confirm but they said they didn't receive my email. And then i have to send our document for the second time. But still nobody contact me after that. I got first sale and i didn't expect and nobody would that the customer going to file a chargeback.I don't even complaint for the late service. When the chargeback occurs, i follow your instruction right away. And i won. But my dissapointed arise when you try to pull funds on my bank account second time. When i called chargeback departement, nobody mention that it was second chargeback from customer. Customer representative just told me that i have to pursue the buyer. Until i knew it was second chargeback from your reply here in BBB. I understand buyer have right to file second chargeback. But as i know if the reason is difference from the first one. Yesterday i just got mail from chargeback departement and i saw the reason is still the same from the first one: No Cardholder Authorization. I really don't understand why i still have to fight for the same reason if i have won before? I refuse to pursue the buyer because i paid you for the service as third party. Also, i don't have enough time if you told me i have to go to the court since my pregnancy due date is coming soon. Yesterday i've sent you my rebuttal documents regarding second chargeback via fax. I hope you can work professional to help me clear the problem.  Regards, ***** ******

4/27/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In February of this year, a chargeback was filed by a former client I refused to continue doing business with. The chargeback was for $565.00 and was debited from my bank account in full on 2/9/2016. At that time, the loss prevention office advised me that any additional chargebacks within 30 days would result in a 10% reserve being placed on my account. The Merchant Chargeback Center decided the chargeback in my favor, and placed a temporary credit on my merchant account for the $565.00. This was never received by me or deposited into my bank account. It was temporary. After winning the chargeback dispute, the former client decided to continue with his claim. On 4/11/2016 an additional $565 was debited from my bank account. So, for a $565.00 chargeback dispute, a total of $1130.00 had been taken from me. On 04/13/2016, I contacted loss prevention and they advised me to provide screenshots from my bank account to prove the $565.00 was taken from my account twice. I did this. Several hours later, I receive an email informing me that in addition to the second debit not being a mistake, my account will be subject to an ongoing 10% reserve of all transactions. I did not contact that office for a review of my account, I wanted the second incorrect debit returned to me. This reserve was placed on my account for absolutely no reason whatsoever. I have requested to speak with a supervisor multiple times, but I am never contacted. As of now, I am out $1130.00, and am being penalized with a 10% reserve for a $565.00 chargeback dispute that was decided in my favor.

Desired Settlement: I simply would like the $565.00 that was taken from my bank account on 4/11/2016 to be returned immediately. Additionally, I would like to have the ongoing reserve removed immediately.

Business Response: This merchant boarded with our company on November 11, 2015. After very limited processing, the merchant received their first chargeback in February. At that time, the merchant was provided details regarding the dispute and chose to challenge the chargeback with the Chargeback Processing Center. The Chargeback Processing Center closed the initial dispute in the signers favor but deposited the funds that relate to the chargeback into the reserve.  A cardholder has an additional 45 to dispute if they are not satisfied with the product or service.  When the cardholder chose to continue into dispute with the merchant, the Chargeback Processing Center initiated another debit attempt to the merchant’s bank account.  The signer wrote in asking to have the 2nd debit attempt returned as they felt they had paid for the chargeback twice.  However, before releasing funds to any account, we review the processing to determine risk factors.  The account was reviewed by Loss Prevention for a release and due to risk concerns with their initial processing; they were advised we would be moving forward with a 10% rolling reserve. The account has a 14% chargeback ratio and processed outside of their approved limits when they initially boarded with our company resulting in an ACH reject to the reserve.  The reserve was clearly explained to the signer who threatened to take this matter to a lawyer. Based on the chargeback ratios and dispute with the rolling reserve, we have decided to terminate the account. We will review the account again on May 13th.  

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below.  The chargeback was not a new case. However, even after the Chargeback Processing Center decided the case in my favor, PowerPay is treating the continuation as a new chargeback. Representatives at the Chargeback Center saw the second debit on my account and twice advised me that should not have happened. They then forward me to PowerPay to resolve as they do not control that. The decision to terminate my account was made after I continued to question the reasoning for the analyst's actions and explanation, which is in direct conflict with what another risk analysis had advised me of in February. Had I not questioned him/her, the account would not have been closed. I again requested to speak with a supervisor in that department, but none will contact me and employees who answer the phone refuse to connect me. I would like to resolve this without using legal remedies.  Regards, **** ****  

3/26/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A customer made a purchase on 1/2/16, 30 days later they made a chargeback for unauthorized transaction. PowerPay immediately removed the funds from my account without ever contacting me. After I noticed, I contacted PowerPay and was instructed to fax in documents to prove this payment was made by the owner of the card. The system I use matched the billing address, zip code, and name of customer and was all correct. On 3/1/16 there was a reversal of the charge put back into my account in the amount of $988.75. Again, no contact from PowerPay was made to let me know about winning the chargeback or the current status of the chargeback. On 3/9/16, money was once again taken out without contacting me or giving me any reason. After speaking with their chargeback customer service, they let me know the customer won the chargeback by simply saying they did not authorize it. They have now taken my money AND my merchandise, and PowerPay has done nothing but threaten me the entire time. I was told they would send me a mail regarding the chargeback as well as the status of the chargeback, neither of which ever showed up. PowerPay is stating the customer has won because they proved the transaction was unauthorized by it being sent to another address. The goods were sent through **** and were signed by the person on this shipping address, which to me means that the customer's bank should be going after this person for fraud. Instead, I am being held liable and losing out a ton of money.

Desired Settlement: I would like my $988.75 returned to my account, and I will never do business with this company again.

Business Response: The merchant processed the original payment in January of 2016.  Roughly one month later, the customer initiated a chargeback on that sale.  The chargeback reason code was No Cardholder Authorization.  Per the contractual agreement, the merchant is responsible to cover all chargebacks associated with the merchant account.  As with any chargeback, a debit is made on the merchant’s bank account for that chargeback.  Chargeback documentation was sent to the mailing address on file. The merchant won the initial chargeback dispute and funds were returned to the bank account.  The customer then holds the right to file a 2nd chargeback for the same sale.  Again, the funds were drawn from the bank account on file, as is standard procedure.  The 2nd dispute was then won by the customer due to the merchant shipping the product to a different address than the billing address.    The merchant is liable for any chargebacks....

3/21/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: After being a loyal powerpay customer since 2009, my monthly fees increased from $13.95 to $23.95 then to $29.95 over a time span of just 2 months. This type of huge fee hike should not happen, or at the very least be accompanied by an email or letter detailing the reasons why it is occurring. My banker at **** ** ******* alerted me to this rapidly increasing charge as something rather suspiciaous. I contacted the company, and requested an explanation and a refund. They denied the refund and told me to check for details on my online statement on a website. I told them that from the very beginning of our relationship I had only ever communicated with PowerPay over the phone, and was unaware that such a website or online statements existed. I wonder if this system was even in place in 2009. If so I was not made aware of it.

Desired Settlement: I desire a refund for the increased amount my bill was hiked by during the months of 9/15, 10/15, 11/15, 12/15, 1/16, 2/16. I also desire for my account to be terminated with powerpay effective immediately, meaning no 3/16 bill. Given that I have been a customer since 2009 I expect there to be zero early termination fees.

Business Response: Powerpay converted to Electronic statements and provided merchants online access to transactions in November 2012.  A statement message regarding access and the conversion appeared on the merchant's October 2012 statement. We do have record that the merchant did register the account and accessed the Merchant resource center which houses our statements.  Per the merchant agreement, it is indicated that fee increases will be communicated to the merchant via a statement message.  The increase fee was communicated on the August and September 2015 statements.  The increase was to advise merchants of the Payment Card Industry Data Security Standards program for compliance with the payment Networks. The fee is $10.00 for enrollment and additional $5.00 if merchant is non-compliant. To waive this fee the merchant must  provide an Attestation of Compliance through another PCI Vendor.  The fee can be waived and refunded if the merchant provides this documentation.  A representative from PowePay will contact the merchant to assist in explanation 

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below.    Regards, ******* *****  

Business Response: Our office attempted to reach out to merchant by phone and email  to discuss the issue on hand. I understand the initial response was denied by the merchant however there is not much to deny. We have history that supports the merchant was well aware of the Merchant Resource Center which is the site the merchant logs into to retrieve statements.  The August and September 2015 statement clearly indicates the fees, amounts, and steps to take to avoid the increase.  The merchant has not processed in 2 years, thus we will close the account and waive the termination fee however a refund of monthly fees is not applicable as the fee increase was advised on the merchant statement in agreement with the merchant's terms and conditions. 

3/18/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was a customer of PowerPay or Merchant Services for 10 years, as they done credit card processing for my carwash. I changed over systems in November of 2015 and stopped their service. They continued to automatically take withdrawals out of my bank account the following month where the service was canceled. I only kept the bank account open as they promised to credit a reimbursement for the wrongly charged services. Each month they made the same promise and each month they continued to automatically withdraw from my account until I went to my bank and paid a fee to stop their ability to charge me automatically. They now continue to give me the run around telling me that they will pay the refund, but they continue to fail to do so.

Desired Settlement: Send a check for the entire reimbursement amount, plus the bank charges I have incurred with having to stop payment or automatic withdrawal out of my account.

Business Response: A check for $186.03 will be sent to the merchant.  We do apologize for the inconvenience of the delayed refund 

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below.  The reason I did not reply to the initial email from the BBB, was that I had email confirmation from ******* ******, Power Pay LLC, that I was going to receive a check for the amount owned to my company ******** *******.  To date, I still have not received this check as promised, as I was told this was going to be put in the mail on 04Mar16.  I also have emailed ******* ****** back at Power Pay LLC and have gotten no response as to why I have not received the check in the mail. This complaint needs to remain open and I would appreciate the BBB getting back in touch with Power Pay to help resolve this issue. Thanks,******* ************** *******************   Regards, ******* ******    

Business Response: The check was sent to the merchant on 03/16/206 for $186.03

Consumer Response: Better Business Bureau,With regards to complaint #********:  After a long and pathetic trail of theft from my business by Power Pay, then continued lies that they were going to take care of the problem and reimburse my account, then added cost to me to shut down an account at my cost to no longer allow Power Pay to steal from my account, they finally paid me back nearly 5 months after I initially called them to terminate their service.Barring the check coming back as unpaid, it appears as if the check cashed ok at my bank.Thank you for your help, if there is anyway to keep my statements and trouble with Power Pay on record for other consumers, I would greatly appreciate it. ******* ******, ******** *******

3/15/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This company is hold $983 in reserve of my money. They told me that they have to hold this money because of a rejected $40 charge from my bank. No one notified me that this charge was rejected. I find it outrageous that they are holding over $900 of my money for a $40 charge. That seems a bit extreme. I now am trying to terminate the contract but have been told that according to Sect. 13, I have to pay a $250 termination fee. I am looking at the contract that I have in the file and there is no Section 13. In order to get any of my money back now, I have to pay the $250, then they will hold the balance for at least 30 days. There have been no chargebacks, so I don't know why they are holding my money.

Desired Settlement: I want a refund of the total amount they are holding in reserve and I want to terminate my contract with them without penalty.

Business Response: The merchant account was on a 10% reserve due to **** placing her on the Terminated merchant file for excessive chargebacks. The account was then placed on 100% reserve each time the account rejected  monthly fees for NSF.  The account is off 100% reserve and funds are set to be released and account closed without penalty.  

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********, as long as the funds are deposited into my account by tomorrow, February 25, 2016. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ********* ********

Consumer Response: I had agreed to have this dispute listed as resolved, but it is not. I have not received the funds that were promised. It only takes one day to release the funds to our account, and to date, we have not received them. I wish to reopen this complaint. I want to receive my refund.  

Business Response: The reserve balance was released on 02/26/16 in the amount of $988.62

3/11/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Power Pay will not release funds that I have charged my customers, but is drafting money from my bank account. I have called several times and the phone has never been answered and I have not received a callback. The only time I managed to actually speak to someone, they gave me a list of documents I needed to send in to verify my identity. I did so within one hour of the phone call. This was on January 29th. I never received another communication until I realized our payments had not been deposited 4 days after they were charged on February 5th. I called in and apparently everyone gets Fridays off at this company. I could not even get transferred to the correct number until the 10th. I have called several more times, leaving message, still with no response. I have even had the payment gateway, *** contact this company on my behalf and they assured me I would be called that same day. No call. Payments are still not being deposited and no one on the general line will speak to me and the risk/loss prevention department does not answer or return calls. Because of the lack of deposits, I have incurred bank fees that are completely the fault of this company because they refuse to answer a phone.

Desired Settlement: I would like all charges refunded, I would like a letter or email accepting blame (I'm not petty, my bank said I could have their fees refunded if I provided this), and I would like my payments to be properly deposited from now on (including the money they are currently holding). If any one of these cannot be provided, I want everything that can be provided, and I want the account completely cancelled immediately.

Business Response: Funds were held on the account as the merchant had not completed the underwriting requirements. The account was then deactivated and eventually closed after the Merchant had rejected ACH on a credit card return he ran as well as rejected ACH for monthly fees.  We will release the $49.10 we are currently holding. If the merchant requires an accounting of the funds held and the rejects he can call ************ and ask for Loss Prevention to assist. 

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below.  Not only did I complete the underwriting requirements as requested on January 29th (which I have verified was received by phone), I never received and correspondence indicating that there was additional information required, I never received any correspondence indicating that the account was suspended, I never received any correspondence indicating that the account was closed, and I have called the risk department at the number provided several times, leaving a message each time, never getting a call back. It is completely unacceptable that my account was closed because the employees of this company are too lazy to do their jobs. I want all of the money released, which is $159.09. I also want a statement indicating that the fees incurred were the fault of this company so I can have the bank fees reversed. I will not accept any resolution that results in me losing money despite doing everything requested of me in a timely manner. Regards, *********** ****    

Business Response: The merchant boarded with our company on December 18, 2015 and a reach out was made by our underwriting department to complete the process. The account was closed on 02/23/16 and failed do complete the underwriting process before closure.  The reason behind the closure was because the merchant rejected January fees for  $52.43 and a negative batch posted on January 29, 2016 for $-103.91. Both rejects were for insufficient funds.the Full reserve amount was released to the Merchant on 02/24/16 less the rejected fees and amounts. Reserve history:1/26/16 $265.50- positive batch posted but was held due within the reserve as the merchant did not complete underwriting1/29/16 (-$103.91) negative batch processed by the merchant  was rejected from their bank due to NSF01/29/16 ($30.00 reject fee) Total reserve balance at the end of January was $131.59Monthly fees post the 2nd business day of each month which the merchant rejected again due to NSF.  $131.59 reserve balance less the $52.49 ( January fees which rejected) less the $30.00 reject fee  results in $49.10 in the reserve account. The $49.10 was released to the merchant in full on 02/24/16. There are no funds remaining within the reserve to release. As a courtesy to the signer we have initiated a refund of the $60.00 ACH reject fees.  This refund will post to the signer on the 2nd business day of March as this is when our statement posts.

3/2/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I just received a letter today in our mailbox from EVO Merchant Services/PowerPay stating I entered an agreement with EVO Merchant Services to provide credit card acceptance services for my business. I DO NOT OWN AND HAVE NEVER OWNED A BUSINESS. I have NEVER HEARD of PowerPay or EVO Merchant Services before this letter and have no idea what they are referring to! The letter goes on to say their "attempts to collect fees due from me in the normal course of business for services, refunds and/or chargebacks have been unsuccessful." This is odd considering I have never heard of or from this company ever before! The letter goes on to say that their "efforts to contact me have been unsuccessful", and yet here is their letter in my mailbox. They said they deactivated my merchant account (which I never had) and will prevent all credit card transactions from being processed. Since I don't have a need to process credit card transactions and NEVER have, this is not a problem for me. However, I DO HAVE A PROBLEM with them charging me for a supposed outstanding balance of $56.95! For what?! I'd like to know what the name of my supposed business is? Because I have no idea what I'd even charge customers for?! Again, I DO NOT and HAVE NEVER OWNED A BUSINESS IN MY LIFE and don't ever want to. Their letter goes on to say that I must pay the balance within 10 business days from the date on this letter (which just arrived in our mailbox today, February 22, 2016 - the date on the letter is February 5, 2016) to avoid having the file forwarded to outside collection! REALLY?!? Is this how they treat their REAL customers?

Desired Settlement: I would like PowerPay/EVO Merchant Services to immediately cancel my "outstanding balance of $56.95" and to NOT send me to collections for a bill that I do not owe. They also need to make a correction to my credit reports should any damaging information appear on them as a result of PowerPay's and/or EVO Merchant Services' false reporting. Thank you.

Business Response: We have a signed application and documents for ******* ***** and the account was open 12/2015 through our sales office Merchant Focus. Should the merchant continue to believe the account is fraudulent we advise to contact our loss prevention team to file an Identity Theft Affidavit.  We take this very seriously.  We will however close the account immediately, stop collection, and assure no entry is made to  the credit reporting agencies. 

Consumer Response: Better Business Bureau:I will be contacting the Loss Prevention Team at EVO Merchant Services to file an Identity Theft Affidavit as we have never owned a business and someone has obviously opened an account in my name.  I would like to see a copy of the signed application they apparently handled through their sales office,  Merchant Focus, and will discuss that with their Loss Prevention Team.  I am thankful they brought this to my attention.That being said, I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ******* *******

2/12/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I received a letter dated November 2, 2015 that was sent to my father's home. I picked this up with the rest of my mail around January 15th. The letter states that a company named '*********' entered into an agreement with *** ******** ******** to provide credit card acceptance services. The business was written under my name with my father's address. I have never owned a business named '*********' and never applied for any services from *** ******** ********. The bill claims this business owes Power Pay (third party for ***) $66.95. This is the first I have heard of from either of these businesses. This account was made fraudulently. I contacted *** ******** ******** to notify them, and they told me the account was closed and couldn't give me anymore information. Please submit this account , MID : ************, as fraud and have it removed from my credit file. Thank you.

Desired Settlement: MID: ************ needs to be researched as fraudulent, sending related information to the authorities. Power-pay AND *** ******** ******** must be removed from my credit file.

Business Response: ********* was never sent to a third party collection agency, nor were any reports made to any of the three credit reporting services. The merchant account was closed and the balance was written of. No further collection attempts will be made

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below.    Regards, ****** ******    

Business Response: We recommend the merchant call Loss Prevention ************ and provide a copy of this letter as we did not send this account to a collection agency. 

2/8/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been with eonlinedata as a merchant for many years. The agreement I had with them originally wasn't being honored as their monthly fees had increased. I had been referring my clients to them as well to obtain merchant services based on the fee structure they advertised on their website. Last month one of my clients notified me they were being charged outside of the agreed upon fees, so I checked our three accounts we had with them and discovered we were also. After calling them the representative said they would be happy to go back to our original agreement if I would stay. But, once I have lost trust in a company I cant just trust them again. So we decided to leave; the cancelation of the ************* portion was painless however after multiple documents and many delays we were able to finally get the accounts canceled with e-onlinedata. Then we received a notification we "may" be subject to an early termination fee. Then after a letter back to them threatening legal action we finally received our notice the accounts were canceled. Then today we noticed they billed us again! A call to customer service resulted in us speaking with Miss Jewel who advised because this process lasted so long they don't pro rate months and resulted in another months billing. I asked her to remove the fees, she stated she can not. We asked to speak with a supervisor, she refused and stated the supervisor would say the same thing. advised her at this point, I would have to file this complaint. This companies tactics and style of doing business are just short of theft in my opinion. I feel badly that I have recommended their service to over 40 of my clients.

Desired Settlement: I want this company to reimburse the latest billings and adjust their policies to reflect honest business practices.

Business Response: I do apologize for the service received.  This complaint was forwarded to our escalated operations team to review each account to assure the refund is applicable ( example no processing volume within the month cancelled).  Someone on this team will notify the merchant tomorrow.  We do want to understand what fees were applied without merchant notification and thus will be reviewing. Merchants are notified of fees on the merchant application as well as via monthly statement messages should  the Card Brands increase or add new fees. 

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below.  There response is "they will forward to someone to check on it". That is not a resolution. Regards, **** *******    

Business Response: As indicated in our first response we needed to review the situation and then contact the merchant via phone call. An Escalation rep was able to contact the merchant and advised why fees were charged. Fees were charged as the merchant processed credit card transactions in the month of January 2016. Monthly fees are debited the following month. In this case the January fees were debited Feb 2. Unfortunately the customer service rep did not take the time to explain this.  The customer also advised of the new PCI fees. The fees were announced 30 days prior to implementation on a statement message.  Again it appears the Customer service rep did not advise this or explain the reason for PCI fees and /or how to avoid the fee.   The accounts are closed with no further billing.  We recognize that we lost a valuable merchant over this situation.  Additional training in customer service will be implemented.  

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, **** *******

2/7/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contracted with e-online data to provide merchant card processing for our e-commerce website in November of 2015, I had a two transactions. One transaction $999 was contested by the cardholder to be fraudulent due to a stolen cars/identity. I delivered the product (a downloadable file) to the email associated with the payment information. Thirty days after the transaction, the Merchant bank for the cardholder deducted $999 from my bank account even though I had no idea who this merchant was or how they obtained my account information as I had no contractual relationship with them. Ten days later, e-online data terminated my account and also deducted another $999. So now I have had two withdrawals for $999 for one $999 transaction. After numerous phone calls and submission of documentation on three occasions of the "double deduction" of funds, I was finally informed that I would need to wait 45 days from when the account was terminated before they would release my funds back to me in order to protect "their exposure and liability". Even if how they the account was terminated -- therefore no more transactions can occur and the cen though the merchant bank had already retrieved the full amount of the disputed charges to make the cardholders account whole. After contacting e-onlinedata on day 45, I was informed that I would need to wait an additional 30 days at which time they would "review" my account to determine whether or not they no longer had any "exposure or liability" since. "The cardholders on the existing chargeback still have a 45 day time frame after the dispute is closed to continue into dispute. As such, due to the existing liability and exposure on this account, the release from the reserve is postponed. We will review your account again in 30 days for a potential release. " The company has no more exposure or liability. The cardholder's account has been made whole due to the retrieval of funds from their merchant card bank.

Desired Settlement: I would like a Full and immediate refund of the $999 plus the additional 10% in reserve funds they with held from the initial transactions. This needs to be done in FULL and without any further delay

Business Response: ***** ***** ********* was approved on September 25, 2015. They processed three transactions totaling $1,327. Two out of the three sales processed were charged back by the cardholders citing fraud as the reason code. The third transaction was a charge to the merchants own credit card. During the review process the merchant also rejected their monthly fees for December. We did release half of the funds in reserve as a courtesy to the signer. This left us with a remaining balance of $523.96. These funds have now been released. The funds will be available in the next two business days.  

2/2/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I signed up for ************* per request from my client to process his invoice for services for an event. During the set up the processor assigned to the account is PowerPay. Due to the process of going through underwriting because the clients payment was more than my monthly average the account had to go through an underwriter. The process was taking too long for the client whose event was just two weeks away, so he requested a refund. I have talked to almost 20 different customer service representatives between ************* and PowerPay to get this client's money refunded because it is being held in reserves due to the account being in the underwriting department. No one has been able to assist me in issuing the client a refund. I never received any monies but now I owe this company $355 for money never received due to the transaction being received. Not being able to put this event on and not being able to issue this client his money back so that he can retain another business makes my business look bad. At this point I have been told that the refund could be issued and I've tried to issue it only to be told that the risk department has not settled the original transaction in order to issue the refund.

Desired Settlement: I desire for my client to full be reimbursed or refunded and I should not have to pay this $355 because I never received any monies and the agencies have been holding this money and not releasing it causing me further frustration as I desire my account with them to be terminated. This will adversely affect my business because this $355 is going to affect my business credit report.

Business Response: An application was received on Friday January 8th for ****** ******* ***** ********.  During the application process applicants are made aware that additional documentation may be required once reviewed by an Underwriter.   On Monday, January 11th the applicant processed multiple transactions exceeding the amount requested on the application.  At that time it was determined additional documentation would be required and the account was deactivated.   On Tuesday, January 12th an email requesting the additional  documentation was sent to the applicant.  The applicant spoke with the underwriter on January 12th and was advised of what documents were required.  The applicant spoke with Underwriting again on January 13th and was advised of what documents were required.  The applicant inquired about running a refund on the card that had already been charged and they were advised that doing so would cause the funds to be debited from their bank account.  As of 1/18/2016 the required documentation has not been received.

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below.  that is true however I stated that due to my client requesting the refund there was no need for me to continue the process and kept requesting a refund to my client due to the length of time lost due to submitted documents not being sufficient for underwriting. I was told that underwriting was holding client's money and refund could be issued. Then I was told that it was being flagged by the risk department, then told ************* was the problem only for them to tell me it was PowerPay still holding it in underwriting after I had told them that I have lost the clients business and he is requesting a refund and that I no longer want the service. An attempt to issue a refund three times and it failed every time because PowerPay gave me bad information that was communicated to my client. Now it is too late for him to seek service elsewhere because he is still waiting for his funds to be refunded. After speaking with agents from both PowerPay and ************** on January 18, 2016 (**** with PowerPay had to get a supervisor to force the refund and I'm still not certain that this method is going to work. I have lost a potential client and hope that this will not create a bad review of my business because I never wanted to use this company but I was only doing so at the request of the potential client. I am a brand new business as I had explained to this company so the amount that I submitted as my monthly average was based on the business I had received since we started on January 1, 2015. I also explained that being in the event planning business, there will be months were there will be no business. I took the 5 jobs that I had for the entire year of 2015 and averaged that to get my monthly average as the application asked. Had I know that the client paying me the total sum for all vendors involved was going to create such a headache, I would have only accepted my fee, well I'm sorry because that would have resulted in the same. Not only did I lose the opportunity to provide this client a service, I run the risk of a bad review and I owe this company for money that I never got the opportunity to earn. Regards, ********* ******    

Business Response: We received the merchant’s application on January 8, 2016.   After receiving the merchant’s application, we allowed them to process as a courtesy but the account remained on a 100% reserve while we waited for the merchant to complete the Underwriting process.   The merchant had applied for $6K annual volume with a ticket limit of $500. However, shortly after boarding with our company, the merchant processed multiple sales over their approved ticket and volume limit. As such, this required additional documents to support these transactions. The sales were processed January 11, 2016 and the merchant was notified by Underwriting shortly thereafter asking for the additional documents to support. The merchant contacted Loss Prevention on January 13, 2016 and advised they wanted to issue a return for the transactions rather than provide the requested documents.   We did not hear back from the merchant again until January 18, 2016 when they called in for assistance on how to issue a return through their terminal.  They were assisted by our Technical team on how to run returns through their gateway.  The following day, we were notified that 2 of the 3 sales posted by this company had come back as Chargebacks. Both of these cardholders were claiming the company had no authorization to bill their card. We are currently defending the chargebacks with the Chargeback Processing Center as we had already assisted the merchant in running returns.  The account is now closed and we have a negative reserve balance posted in the system..

2/2/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In applying to a US Federal job, my credit was reviewed and a COLLECTION notice from PowerPay was found on 11/10/12, made by "*** ****** ****** **** which is a collection agency. In April 2012 I’ve signed up for a 30 day trial period to accept payments online for a project. After testing and not able to complete the project I called to cancel the pilot service. The company rep was very rude and demanded me to pay $72 for a service not rendered. Since I told him I was not going to pay since it was part of the 30 day trial period, he issued a threat to send the $72 bill to collection, which he did. When I wrote to *** ****** ****** [collection agency for PowerPay they produced a log of legal papers with a forged signature of mine in the “monthly” agreement which I never signed. My account information was never completed to accept payments. I've refused to pay for a scam and for lack of service but it has tarnished my credit record. I have contacted all 3 credit agencies but all they have done is leave the note of my dispute. I am not the only one affected by this lack of customer service as reading similar cases in this BBB site. My intention was NOT to defraud or avoid a legal obligation, rather resolve amicably a dispute but the company refused. I would like my credit restored since it's tarnished with COLLECTION for a measly $72.

Desired Settlement: I would like my credit restored since it's tarnished with COLLECTION. Please remove COLLECTION from my credit report.

Business Response: On April 17, 2012 Power Pay received a signed online application from Mr. **********; the contractual portions of the application were also signed, requesting a Merchant Services Account. Merchant Services accounts are the ability to accept credit cards and receive payment. As was requested by this application with the contractual portion signed, Power Pay reviewed the application. April 18, 2012 Mr. **********. Was sent an approval email stating the amount of processing he was approved to transact, and also items that had not yet been submitted, but had been requested in print on the contract, a voided check. The approval email states that the release of funds processed to Mr. ********** would not take place until the documents were received. This email also stated that theMerchant services account was added to the billing system. Clearly stated on the Application/Contract on page 5 of 11, the fees are clearly stated and listed. On page 9 of 11 in the terms and conditions portion item #13 also clearly states the term of the contract and the procedure for termination. On the bottom of page 5 and top of page 6 Mr. ********** signed the personal guarantee portion of the contract, agreeing to be personally liable for any debt incurred. Power Pay debits the merchant’s business checking account for regular monthly fees on the second business day of every month for the previous month’s service. Mr. ********** May 2012 fees were rejected from their bank because of invalid account number. During regular notifications and collections efforts Mr. ********** replied to standard emails requesting closure. A termination form was sent to Mr. ********** on April 19, 2012, along with a note stating that the form needed to be filled out and returned and that because we had a signed contract we would need to collect for the fees owed while account was open. We had no response and the account was closed because of non-payment on June 25, 2012, Collections efforts for past due payment continued. On 6/28/2012 a letter requesting payment of the fees owed within a 10 day time period, was mailed to Mr. ********** address. On August 2, 2012 the account was transferred to a third party collections agency, *** ****** ******.

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below.  Since in the FICO8 model, collection accounts less than $100 are excluded from the calculation, I'm asking PowerPay to cancel the COLLECTION status on my credit record since my account WAS never OPERATIONALForget about the contract clauses for one minute, and think logically: does it make BUSINESS SENSE that I would pay for a non operational service? My account was approved on April 18, but it was NOT completed or it was an OPERATIONAL account since 1) it was NOT funded, 2) it was never turned on my web site. In other words, as a BUSINESS OWNER, I would not mind paying for a service to make money on my account, except the business never took off and the service was never enabled.   [note the emphasis on "FINALIZE" from PowerPay representative] as they clearly stated on the above letter and as quoted on this section of a previous email:On Fri, Jun 8, 2012 at 4:28 PM, <********************> wrote:Dear ****** **********,Thank you for the recent submission of your merchant application. Your account has been APPROVED but we are still in need of the following requests. If you have not already done so, PLEASE SUBMIT THE FOLLOWING in order to FINALIZE your merchant account:A copy of your voided check or bank letter you wish to use for deposits and withdrawals. Please no starter checks. If you do not have printed checks, please obtain a letter on bank letterhead including the account #, routing #, business name, and bank representative's name and signature.Upon completion of your website, please reply to this e-mail or contact us so we can confirm compliance with *************** regulations. *************** regulations require all e-commerce sites to include refund/exchange/cancellation or applicable warranty policies, business contact informationincluding business address (city, state, country), phone #, and e-mail address, as well as a secure checkoutpage.In order to comply with Internal Revenue Service (IRS) legislative requirements, we are required to verify your business' taxpayer identification number (TID) and legal name as reported to the IRS. Please submit a copy of your IRS SS-4 form or the official letter of assignment from the IRS for verification of this information. You may send in a W-9 form should you file as a sole proprietor under your social security number.In order to prevent delays in the deposit of funds to your account, please submit the requests at your earliest convenience.Thank you in advance for your prompt response! If you have any questions, please feel free to e-mail or contact me directly. Regards, ****** **********   On Fri, Jun 8, 2012 at 4:28 PM, <********************> wrote:Dear ****** **********,Thank you for the recent submission of your merchant application. Your account has been APPROVED but we are still in need of the following requests. If you have not already done so, PLEASE SUBMIT THE FOLLOWING in order toFINALIZE your merchant account: A copy of your voided check or bank letter you wish to use for deposits and withdrawals. Please no starter checks. If you do not have printed checks, please obtain a letter on bank letterhead including the account #, routing #, business name, and bank representative's name and signature.Upon completion of your website, please reply to this e-mail or contact us so we can confirm compliance with *************** regulations. *************** regulations require all e-commerce sites to include refund/exchange/cancellation or applicable warranty policies, business contact informationincluding business address (city, state, country), phone #, and e-mail address, as well as a secure checkoutpage.In order to comply with Internal Revenue Service (IRS) legislative requirements, we are required to verify your business' taxpayer identification number (TID) and legal name as reported to the IRS. Please submit a copy of your IRS SS-4 form or the official letter of assignment from the IRS for verification of this information. You may send in a W-9 form should you file as a sole proprietor under your social security number.In order to prevent delays in the deposit of funds to your account, please submit the requests at your earliest convenience.Thank you in advance for your prompt response! If you have any questions, please feel free to e-mail or contact me directly.  

Business Response: Power Pay has no influence or stake in the scoring models used by these companies. Power Pay does not communicate directly with these companies. In our acceptance email of June 8, 2012. This email has several reference bolded in the same manner including to “prevent delays in the deposit of funds” to your account please submit the requests at your earliest convenience. We are disputing the statement that the account was not operational. The account was fully operational and the statement in our approval email indicates the same, and warns that funds cannot be deposited until the requested documents are received. Power Pay makes no claims nor do we handle, support or access a merchants WEB site. Merchant’s WEB sites are established and maintained by the merchant. Power Pay does not set up establish maintain or have any other direct contact with or on the merchant’s WEB site.

2/1/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Power Pay decided to closed our merchant account 5 months ago, because according to them we are a high risk business for them. They retained over $120,000 of our money and its been 5 months already and they have only released $20,000. I called them requesting a release of at least $50,000 more for now since we need that cash flow and they do not want to release any money at this moment. I think I been very patient and very fair during this process. I am not requesting a full release at this time just $50,000. They are not getting a lot of charge backs since the account was closed 5 months ago. I do not see why they do not want to release at least 50k. I hope is not that they want to keep my money.

Desired Settlement: I want Power Pay to release at least $50,000 from my reserve immediately and the rest of the money in 30 to 60 days.

Business Response: We handled this issue with the merchant. He was going back to the BBB to cancel the complaint. 

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #******** since they released $20,000 and the rest of the money will be release in 30 Days.  I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, **** ********

1/22/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: After a few years with this company at a seemingly random instance a duplicate account was created and began billing me also. I never received any tax documents of notification about that account. For over a year I was billed before realizing it. After calling they did close the duplicate account and told me they would contact me by the end of the week for the refund amount. I was never contacted. I have called them a half dozen times, each time I am promised a return call and told that my $810.90 refund is "being processed" and they will "escalate the request". Once, I was told that the refund was set to go through the day of my regular bill cycle, which came and went. Another time I was told the case had been closed because someone didn't read the entire email and forgot about the refund request. It's been almost two months now and I have not received a single return call, I have left numerous voice mails with supervisors, I am told each time I call that they will call me and to just wait for my refund.

Desired Settlement: I want my $810.90 refund!

Business Response: We apologize for the delay. The credit is in process and will be sent via ACH. The merchant should expect to recieve the credit on 01/18.  Note the delay is due to the weekend and the ACH does not process on weekends. 

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ***** ********

1/12/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This company, Power pay aka e-online data and other different business names under the umbrella of Evo Payments was introduced to be by authorize.net. After failing for two months to get passed their underwriting process to activate my merchant account fully, they are still effectively charging my company business account even after sending them a merchant agreement termination form. The amount of charges they imposed has exceeded $85 so far without providing the service. I keep chasing them on the phone and they keep sending me from a department to another without solving the issue.

Desired Settlement: I request full refund for all charges imposed against my bank account and removing any banking and business and personal records about me and my company since our merchant agreement was cancelled already before they provide the service they are charging for.

Business Response: We will close the account and issue credit once we receive notification from the bank that the December fees did not reject.  The total amount of refund is $39.35. Account was open November 2015 and the fees were as follows:November 2015 processing month- $4.44December 2015 processing month- $34.91 

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below.  The charges from you against my company business account are as follow:12/02/15 BKCD PROCESSING BKCD M DSC ****** ************ INSTASITEZ.COM $1.2812/04/15 BKCD PROCESSING BKCD DEPST ****** ************ INSTASITEZ.COM $52.0001/05/16 BKCD PROCESSING BKCD M DSC ****** ************ INSTASITEZ.COM $32.91Accordingly, the total amount of refund should be $86.19. These transactions doesn't include  the additional credit transaction of $50 (test transaction) and its reversal debit transaction of -$50, so total charges are precisely $86.19. Regards, ****** ******  

Business Response: The merchant provide the following as debits to his accounts but one line item is actually a  negative DEPOSIT of $52.00 to his account. Merchant ran a refund to a cardholder on 12/02 thus the credit amount is deducted from his accounts.  We will credit back the account fee amount of $34.19. Any reserve amount ( deposits on hold) will be released after review from our Loss prevention. The charges from you against my company business account are as follow:12/04/15 BKCD PROCESSING BKCD DEPST ****** ************ INSTASITEZ.COM $52.0012/02/15 BKCD PROCESSING BKCD M DSC ****** ************ INSTASITEZ.COM $1.2801/05/16 BKCD PROCESSING BKCD M DSC ****** ************ INSTASITEZ.COM $32.91Accordingly, the total amount of refund should be $86.19. These transactions doesn't include  the additional credit transaction of $50 (test transaction) and its reversal debit transaction of -$50, so total charges are precisely $86.19.

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # 11026648. Please add your rejection comments below.  Like I mentioned, the 3 transactions I provided does NOT include the two debit/deposit transactions of $50. Here are the total transactions:12/03/15 BKCD PROCESSING BKCD DEPST ****** ************ INSTASITEZ.COM  $50.0012/03/15 BKCD PROCESSING BKCD ADJMT ****** ************ INSTASITEZ.COM -$50.00 12/04/15 BKCD PROCESSING BKCD DEPST ****** ************ INSTASITEZ.COM $52.0012/02/15 BKCD PROCESSING BKCD M DSC ****** ************ INSTASITEZ.COM $1.2801/05/16 BKCD PROCESSING BKCD M DSC ****** ************ INSTASITEZ.COM $32.91As the service provider can see, the transactions related to the live test were taken care off already since I refunded this $50 test charge. The other charge is $52, not $50 and has no explanation. Whether this transaction is a service fee or unknown on hold charge, I refuse to have any funds charged against my account on hold as long as any relations or agreements with this company were terminated already.   Regards, ****** ******    

Business Response: As indicated we will release funds on hold which is $ 46.84 and issue statement credit for fees which is $39.35. The total then would be $86.29

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ****** ******

12/21/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: PowerPay provides credit card payment processing for my website. They bill a minimum monthly charge if your transactions do not meet their minimum monthly total. Since my site has seasonal sales, I requested over three years ago that they stop billing me the monthly minimum. They agreed to stop charging the minimum fee to keep my business, but they then proceeded to place the fee on my account in later months. Once I discovered the error, I complained, and they refunded me the money. They then reaffirmed that I would not be charged the fee again. This November, I found the charge again on my account. It seems the company waits for a few months then resumes the behavior again in the hopes that consumers do not read their statements carefully. Each time I discover the error, I have to call them to deal with the customer service line, but the people answering the phone are not able to answer the questions being asked.

Desired Settlement: I want a refund for the fee, and I want a rate adjustment due to the time I have spent dealing with the issue.

Business Response: We apologize for this error. The monthly min of $9.95 was charged in November 2015.  A supervisor has removed this fee and it will not be charged in the future.  A credit of $9.95 has been added to the December processing statement.

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, **** *********

12/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: PowerPay approved my account on November 21, 2015. Immediately after the account was approved and payments were processed, ***** *****, a loss prevention employee contacted me and stated PowerPay deemed my company as "high risk" and would be retaining 10% of all funds for a duration of 6 months. A "high risk" status was never disclosed to me prior to approval nor was I given an option to disapprove of their 10% retention of funds and pursue business elsewhere. ***** ***** stated via email that he deemed my business as "high risk" because I offer "custom" home decor. I have not indicated to ***** that I'm selling "custom" home decor nor does my website reflect this. From the many complaints regarding this company, it is obvious that it operates outside of the laws that govern the Money Transmission Act. I am seeking damages for mishandling of funds. I will not cease until this company is held accountable for their unethical business practices. There are many BBB complaints that clearly support my claim. I will be contacting my Attorney General's office and all governing bodies in an attempt to have my funds released from this unethical company that operate on the sole basis of pure dishonesty.

Desired Settlement: I am asking that I be paid interest each day PowerPay illegally hold my funds. I am also asking that PowerPay release the 10% that they've held from the inception of the contract. I am asking that all cancellation fees be waived so that I may initiate business with Braintree. If this does not happen, I will pursue and intend to pursue legal action against this company.

Business Response: The manager of Loss Prevention reviewed the account and determined the 10% will not be necessary. The funds on hold were released today. Those funds should hit your bank account on file in the next one to two business days. In an effort to better serve you, we have lowered the rates on your account. If you would like to discuss this further, please contact our office at ************ ****** * .

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below.[If held funds are not credited to the said mentioned account by Friday, November 11, 2015, we will initiate further action.] Regards, ****** *******    

Business Response: All funds were released with an ACH effective date of 12/10. The merchant has been funded. 

12/19/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: 1) I have attempted to contact e-onlinedata 6 times (once per week for the last 1 1/2 months) with the resulting phone calls of being promised this would be taken care of and I would get a return phone call by the next day... I never once got a return phone call/email or anything from e-online data. 2) The statement for the month of September 2015 I was charged for 79 transactions @ .30 each... As per our conference call with ************* I only had 48 total transaction in their history which included: (28 successful, 2 general errors, 10 voids, and 8 declines (which 7 of the declines were Suspicious transactions caught by their fraud detection suite and they said you never received) so my billable transaction count should have only been for 41 transactions. 3) The statement for the month of October 2015 I was charged for 135 transactions @ .30 each... ************* has only 129 transaction in their history which included: (88 successful, 2 general errors, 3 voids, 2 expired, 1 refund, and 33 declines (which 18 of the declines were Suspicious transactions caught by their fraud detection suite and they said you never received) so my billable transaction count should have only been for 111 transactions. 4) ************* said I was not set up to accept international credit cards and I should not be paying for the international **** fees. 5) The daily batch amount of 11/12/2015 was for $396.96 which included $159.99 of ******** *******. The Gross Daily batch amount is correct of 236.97 and the daily discount of (2.9%) $6.87 is correct. What is wrong is the daily deposit amount of $225.59... ($236.97 - $6.87 = $230.10 not the $225.59 that was deposited in my account.) 6) E-online data billed my checking account on 12/2/2015 for the amount of $14.41 after I revoked all access rights in writing to my bank account on 11/25/2015 This company has admitted to over billing me in writing! The amount owed back to me is $39.54 From: evopayments.com To: me Sent: Tuesday, November 24, 2015 9:03 AM Subject: xxxxxxxx**** | **** xxxxxxxx Hello there, Per we the telephone discussion we went over your billing statement with ************* present VIA conference call. Per ************* we are over billing the merchant . They state that they have 48 Total transaction. We are only showing that we have processed 28 and there are 2 Int’l **** Fees on the transaction. The statement has 2 different charges from ************* specifically with 60 transaction showing from *************. Moving forward we will be escalating this issues for further review. My contact information is located in the signature. I will reach out to you once I have a response but feel free to contact me Monday – Friday 8 – 5. We also have an overnight shift as well. *********** CUSTOMER SUPPORT REPRESENTATIVE ************ ext 1515 ************@evopayments.com

Desired Settlement: The amount that is owed to me of $39.54 back in a cashiers check

Business Response: We have been in contact with the merchant and provided documentation to support the billing. We also agreed to full refund.  Merchant indicated he would dismiss this BBB complaint. 

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ****** *********

12/7/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am the owner of a small lawfirm in central Vermont. We have had a contract with Power Pay since March of 2014, without incident. On December 1, 2015, without any notification or warning from Power Pay, our credit card terminal suddenly stopped working. Upon reaching a representative (*****) at Power Pay, we first learned that the company had installed an "upgrade" to ensure that everyone had leading technology based upon federal legislative changes that required the update. Again, we were given no notice of any planned upgrade. After my assistant spent at least an hour on the phone with a representative attempting to re-code our credit card machine, it was determined that we had "one of the machines" that needed to be replaced. Assuming (naturally) that Power Pay would provide us with a new terminal, instead we learned that we would have to pay for the new terminal (at the rate of $155 plus shipping), and that Power Pay would not be covering the charge. On December 2, 2015, I contacted "*****" at Power Pay to discuss that this is not a charge for which we should be liable. ***** indicated that "there was nothing he could do" and that we would have to pay the charge in order to obtain a new terminal. I explained, in detail, the following: 1. We received no notice of any potential interruption or planned upgrade of the terminal; 2. I could find NO authority or provision in our contract which would have required that we purchase new equipment when the failure of the terminal was not a result of any conduct by my company; 3. I am the consumer, and the cost of replacing equipment is a cost of doing business for Power Pay and should not be passed onto my business when I had no control, no notice, and no obligation under our contract to pay it; 4. That Power Pay had me over the barrel, in essence, as I need a credit card machine to run my business and they were leveraging my need for the machine with their desire to recuperate the cost of the machine (some refer to this as "strong arming"); and 5. What Power Play was doing here is plain wrong. In response to all of the above, ***** said that there was nothing he could do and that he "wished he could give me a better answer". To my question of "do you not see how wrong this is?", *****'s answer was "I'm sorry there is nothing else I can do". He did however indicate that others had been complaining about the same thing (as did the woman on the phone with my assistant the day before). He clearly avoided my questions and refused to say anything to agree with my statements. I asked him if he had a supervisor, and the ONLY information that he would provide is to "send an email and see if someone would be willing to call me back". He would not give me a name for his supervisor, nor any commitment that someone would contact me to discuss. As I was essentially forced to purchase the new terminal, Power Pay charged my account and is (evidently today) mailing me the new one. This treatment of a consumer is completely unacceptable. While Power Pay may wish to pass on extra expenses they incur, this is simply a cost of THEIR business, not mine. Do not forget, I pay Power Pay monthly for credit cards run through their terminal. That was my contractual obligation, which I honor, they too should honor theirs.

Desired Settlement: Power Pay should refund to my business the total sum of the equipment charged, plus shipping costs to make this right. Legislative changes to a business such as Power Pay is a cost of doing business of Power Pay, not a cost that is fairly passed on to the consumer.

Business Response: First and foremost the service this merchant received is unacceptable and will be discussed with employee. The terminal issue was with the Terminal manufacture.  The merchant has been contacted and  new terminal is being shipped to the merchant at no cost.

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. I appreciate the company reaching out so quickly and handling this in a more professional manner.     Regards, ******** *****

12/4/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had a merchant account with PowerPay that was closed. They said they would hold a reserve account for 6 months and then release the funds back to me after that time elapsed. I spoke with someone from the risk assessment department and they said the review will be done on 11/28/15. Today I called and they said no one did a review on this account and not once but twice I was told there is no one there that can help and they hung up on me. I want to know when this money will be released to me. I have been getting the run around for months now. Most of the time when I call they leave me on hold for hours threw closing time. I have worked with other merchant processors and never have dealt with a more unprofessional company they continue to lie and avoid talking to me over the phone, no one ever wants to help you, they just keep saying the supervisor is not in today but you can leave him a message. I have done so at least 3 times already and never get a call back. They are holding almost $10,000.00 and I am sure a review of PowerPay's financial records would show they have victimized many small business owners as well. With the response I have received over the phone from them it seems they want to make is so a in convince to get the money from them that I either give up or forget. CUSTOMERS BE AWEAR THIS COMPANY IS A BOARD-LINE SCAM THAT OPERATES VERY LOOSLY AND PROVIDES NO CUSTOMER SERVICE. THEY ARE VERY FAST TO CLOSE YOUR ACCOUNT AND HOLD YOUR MONEY INDEFINITELY

Desired Settlement: I want my money they owe me almost $10,000.00. It was to be released 11/28/15. I would also like an apology for the rude customer service.

Business Response: This merchant  was closed due to excessive chargebacks. Over 31% of the merchants 2015 transactions came back as a chargeback. The account was closed on April 28th, 2015. Per the merchant agreement signed by the merchant, PowerPay can legally hold funds in reserve up to 270 days from the date of the last chargeback on the account.  PowerPay is willing to release $5,000.00 today. We will review the remaining reserve balance of $5,535.90 on January 4th, 2016.

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below.  [Well Thank you for you fast response, pretty amazing considering I called so many times with out an answer, I was already told by one of you reps. that the full amount would be released on 11/28/15 so I do not think this matter is resolved, I still see no apology for the rudeness of your customer service and risk assessment department , all I see here is an attempt to try to make the me (the customer) look at fault. Despite not having to defend myself here just so everyone can see the truth about this company; Of course the charge back percentage was high, you close my account with no warning and there was no other way for my customers to get a refund because I was unable to process any returns. Your response really shows the level of customer service PowerPay provides and now when questioned about it despite me trying to get these answers over the phone you now become defensive. I will not consider this resolved until I get all of my money and an apology. Regards, ******* *****  

10/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I opened a Merchant Account with e-OnlineData on November 14, 2014.Two days later on November 16, 2014, I faxed a termination request to ************, the fax number on the supplied form from e-OnlineData. I asked to terminate the account due to horrendously poor customer service in such a short time period.Over the course of the next 8 weeks I called repeatedly to confirm that the fax had been received and that my account would be closed. I never received any written confirmation that my account was closed and I only stopped calling because one customer service representative verbally confirmed that my account was no longer active.Then, 9 months later on September 26, 2015, I received an email from e-OnlineData asking me to update my PCI Compliance. Three day later, on September 29th, I called to ask why I needed to do this because my account should have been closed. The customer service rep indicated that my account was still open and that I needed to call the cancellation department.I called the cancellation department and was asked to submit another termination request form via email to ***************@powerpay.biz. I emailed my request to that account on the 29th and 30th of September. I then called on the 30th to confirm that both of my termination requests had been received. I was told that there was no way to confirm if my previous fax or emails had been received because no one knows if anyone monitors the fax or email account. I was told to call back the next day.Finally, the next day on October 1, 2015, I called during office hours to speak to the cancellation department. I was put on hold until after their offices had closed and then transferred to their after-hours service who indicated that I had to call back yet again.In lieu of wasting my time calling a number and emailing an account that both go nowhere, I am filing a compliant to close my account once and for all without any financial obligations attached.

Desired Settlement: I want written confirmation from e-onlinedata that my account is closed and that I do not owe any termination fees or other applicable service fees of any kind. I never received ANY service from this company, which would indicate I am not responsible for any invoices.To date, I have not received any invoice or request for payment, which would also indicate that I do not owe this company anything.Account Merchant ID: **************

Business Response: In response to this complaint an email was sent to the merchant explaining the circumstances. The account was indeed closed in our Accounting system in December of 2014 and no further billing has or will incur. Unfortunately our database was not updated to reflect the closed status. This error resulted in communication going out to the merchant regarding our new PCI enrollment.  The error was then compounded when the support staff did not review the accounting department to confirm the account status and relied on the status of our CRM.  It is confirmed the account is closed with no further billing.

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ******* *******

8/3/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I have used Powerpay's services for the first time to sell merchandise. The company had me in underwriting status for an extended period of time over paperwork, which was initially fine with me until they close my account and held the money for 3 months claiming that I did not pay the monthly fee because my bank account returned the draft as insufficient funds. Now they are coming up with excuses on why they could not deposit my funds. They promised to deposit the funds after the review, even though they can hold it for 6 months in case the customer files a chargeback. Still, they continue to make excuses. This is an intent to steal my money and I want answers.

Desired Settlement: I want the review to be expedited, and my funds deposited upon such review

Business Response: Merchant boarded with us on 5/14/2015.  On 6/4 the merchant rejected their monthly fees.  PowerPay reached out for additional documentation to support the account. The documents were reviewed on 6/10 and the account completed underwriting.  On 6/10/2015 the decision was made to close the account due to the early negative activity, the high risk business mechanism, and the fact we couldn’t verify the business.  The account was reviewed on 7/2/2015 for a release of funds.  The funds were not released at that time due to the exposure and the past reject history. We have made a full release of funds today. The merchant will see those funds in their account in a few days.

7/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I signed up for a merchant processing account with *********.net, who forwarded my info to e-online data (PowerPay) for the merchant account. Everything was setup and I began processing credit cards. A couple months later, I noticed they were holding 12.9% of the transaction amounts. I contacted them and was told they were holding 10% of each transaction in a "Reserve account". I told them I was not aware of this, nor did I agree to such, and asked for a copy of the terms & conditions that I agreed to which outlined this policy. After numerous phone conversations and emails, they are unable to show where this info was disclosed to me and agreed upon. I was told, "This is the way we do things, if you don't like it, you can cancel your account". I Closed my account with them and have acquired another merchant account on June 16th. I was told the money is typically returned 30 days after the account is closed. I am now (June 30th), being told that it will take another month before the account is under review for release of the fund (On August 1st). I never agreed to them holding 10% of my transactions in a reserve account, and now they seem to be unwilling to return the money held.

Desired Settlement: Refund all monies held in the reserve account, and all fees paid to PowerPay (e-online data).

Business Response: This account  was approved on 01/02/2015. During the approval process the merchant was sent an email stating the parameters on the account. The email  indicated the merchant was approved for a max ticket of $1,500.00. On 03/05/2015 the merchant processed a sale for $2,325.00. This exceeded the merchants approved limits. Our Loss Prevention team added a 10% reserve on the account in order to allow the sale to go through. The merchant proceeded to use the merchant account with the 10% reserve until closure on 7/1/2015. Due to the limited exposure remaining on the account, we will release the full 1,050.13. However, we are unwilling to waive any processing fees.

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below. During my initial communication with ****** ********, I asked to be provided with a copy of the terms I agreed to during the account setup process. ******, and all other associates I spoke to were unable to prove this information or any proof as to where I agreed to, or was made aware of the reserve account policy. I have made multiple attempts, over several months, to address this issue while keeping my account in good standing. I was finally told this was just the way it was, if I didn't like it, I could cancel my account. Therefore I have done so. Even though my account is closed, you are still holding my money, with no legal right to do so as I was never provided, nor agreed to your policy of holding money for 30 days after a account is closed. I have left multiple voice messages for ****** *********, and other customer support and loss prevention "supervisors" that I have been directed to. No one is returning any phone calls to address this issue.  Account termination paperwork was submitted to ****** ********* on 6/16/2015. The last payment processed through this merchant account on was 6/9/2015. There is no reasonable reason to hold funds until 8/1/2015. I still expect the $1,050.13, plus all fees paid to be refunded to me immediately.  Regards, ***** *****    

7/15/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I closed my business July1, 2015 and told Powerpay to cancel my service on that date. My last credit card transaction was June 30, two transactions for a total of $80.25 . After waiting a week and never seeing the money entered into my bank account, I called. The first person I talked to said they probably didn't close out the last batch yet. Next, I was transferred from person to person and finally told to call loss prevention. After finally getting someone on the phone, I told them I had a receipt with the batch number on it, they said,'That doesn't make any difference. They told me there is nothing they can do about the missing money and that it was all my fault for waiting for a week to call. What? Then they said I need to track down my customers and get the money from them. After explaining that this is a tourist destination and that tracking down someone unknown to me and demanding they pay again was quite impossible. They told we "Well it's only $80." I said $80 means alot to me. They said, well then go track down your customers. There's nothing we can. You closed the account. I said I scheduled the account to close July 1st and the last batch was June 30. They said that's too bad. I was a Powerpay customer for 4 years and I am just appalled by the rudeness and general "I don't care attitude" of these customer service people, a supervisor included. Yes, it's only $80. That is not the point.

Desired Settlement: I want that $80.25 that was charged on my credit card machine and sent to you.

Business Response: First I do apologize for the service you received. I was able to view the 2 authorizations in question and was able to force these authorizations through today.  As usual it takes 2 business days to post to the checking account. Please contact us with further questions. Thank you

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ****** ****

7/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: When I signed up with Power Pay last year I was specifically told by the sales agent that there was NO contract and I could cancel at any time. After seeing how expensive it is to use this company I decided to switch to another. Upon calling to cancel I was advised there was a 3 YEAR contract I was obligated to fulfill or would be charged $250 for early termination of the contract. I told them what I was advised by the sales agent to which they replied "You should have read the fine print". If I'm signing a termed contract for any company the terms should NOT be in the fine print NOR should sales people be able to lie and get away with it. When I purchased my cellular phone the sales agent repeated several times "you're now signing a 2 year contract". There was not question or fine print as it was clearly stated at the top of the contract how long the contract was for. This company is unethical and lying to their clients. Then they have a "contract" to steal from you with. I would like my contract voided immediately and without any fees. Please take this seriously as many people are in the same boat I am.

Desired Settlement: To void the contract and cancel my account with no penalties.

Business Response: I apologize for the frustration the merchant has experienced. There is a clause in the merchant agreement that explains the contract term but also explains that merchants may close at any time during the contract period without  fee should they follow the procedure. The procedure is to provide us 60 days written notice prior to termination.  I have noted the account that the Early Termination fee not to be assessed. The merchant must send in the signed merchant termination form to cancel the account.

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ******* ***

7/7/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been trying for months to get copies of my statements from e-onlinedata who is my merchant processor. I have called and requested copies seven times and each time I am told they'll get them right out by e-mail but the statements never arrive. These are copies of statements for charges e-onlinedata has charged to my business bank account and I don't have any backup for the charges and have never been able to see the detail. I wasn't aware that they'd changed to online only statements and I am missing November & December of 2012, all of 2013, and January thru April of 2014. I am often very far behind reconciling accounts which is why I wasn't aware of the change for so long.

Desired Settlement: Send me the statements I've requested over and over again with no action on their part.

Business Response: We do apologize for the delay of receipt of statements.  It does appear the older statements have been archived and we will need to request from our research department. Please allow a few days for these to be sent to us and then for us to mail.   I have requested to have the supervisor of Customer Service to contact the merchant to advise.

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ****** ****

6/12/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had an account with Power Pay that was closed in 2014. Upon pulling my credit report, I discovered that Power Pay had placed the account with a collection agency. Initially I thought this was erroneous so I disputed the matter in writing to the collection agency. They then provided some documents from power pay but the past due balance still did not calculate to me owing them anything per the statement I was sent. I contacted Power Pay upon learning of this to ask the representative for an explanation of the supposedly past due balance. The rep could not give me an accounting of the balance that added up to the amount that they said I owed. I pulled my bank statements and saw that power pay had extracted money from my accounts on the months where they said they received no payment. Even with this discrepancy, I asked if I could pay the balance. The rep would not allow me to make payment. Power pay sent this account to collections and they can not even give an accurate accounting of how the past due balance came about on an account I believed was closed. When trying to rectify to avoid further damage to my credit report they refused payment. The third party collection agency they use refuses to talk to me because I only have access to a phone via my computer. Per the rep, they can't talk to me on "speaker phone". As a result, I am unable to make payment at all on this account.

Desired Settlement: I would like Power Pay to outline how I owe a past due balance, if owed accept payment on this account directly from me to power pay and remove it from collections and tell their collector to remove it from the credit bureaus.

Business Response: After multiple attempts to contact the merchant using the email address and telephone number supplied by the merchant were unsuccessful, PowerPay sent a demand letter to the merchant using the address on the application. This letter was eventually returned as well. The account was eventually sent to an outside collection agency to collect the debt. The collection company has reported difficulties contacting the merchant as well. PowerPay is more than willing to explain the charges to the merchant. We can be reached at ###-###-####.

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.  I read the response that Power Pay provided to my complaint. It is not satisfactory.I called Power Pay today at the number provided in their response to my complaint to the BBB. During my call today, the representative at Power Pay admitted that they had the correct address for me (same as I provided on this complaint and listed on my Power Pay merchant application) yet in their response to my BBB complaint they tried to be deceptive in saying that they could not reach me by phone or mail. My phone number and home address was provided on the merchant application required by Power Pay. In addition, I contacted Power Pay directly upon learning of what they reported as a past due balance but was not allowed on multiple occasions to pay the account. I was forced by Power Pay's inaction to file this complaint with the BBB. Not until I filed this complaint with the BBB did they allow me to make a payment on this account. They only seemed to care once the BBB was involved.  During my call today, I paid Power Pay although I still have not been given an explanation of the charges. Contrary to their assertions this matter was never handled properly on their end. The malicious and deceptive behavior exhibited by Power Pay speaks to their poor business practices. One should not have to file a BBB complaint to get a response.It seems that their aim was to ruin my credit at all costs. Although they accepted payment for this account, they still have not recalled the account from the collection agency nor advised the collection agency that they are reporting incorrect information to the credit bureaus that should be deleted. They own the account, they erroneously assigned the account to a collection agency and they agreed to allow the collection agency to report this to the credit bureaus. Subsequently, the only acceptable response to properly rectify this matter is to instruct their collection agency remove this account from the credit bureaus.  Regards, ******** *******  

Business Response: The debt has been paid in full. The collection agency has been notified.

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below.  Power Pay still has not indicated that they have pull this item from the collection agency and instructed the collection to stop reporting this to the credit bureaus. Their response is woefully inadequate and purposefully vague. If they intend to rectify this matter, they should be clear with their intentions. Again the only acceptable response to my complaint is for them to confirm that they have instructed the collection agency to stop reporting this to the credit bureaus.  Regards, ******** *******  

6/8/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Powerpay deducted $1299 and $299 twice from our accounts. We've contacted them 3 separate times and they have yet to fix it. They "claim" that the refund was issued to the customer on 5/20 and was sent to the bank on 5/22 and debited on 5/26. HOWEVER, it was debited on the 22nd and the 26th. They have given us the runaround and won't fix the issue. Furthermore, they refuse to give us the account information to file a formal complaint with our bank.

Desired Settlement: I want the funds put back in our account and all extra fees removed due to their error.

Business Response: This merchant has been in conversation with our Customer service supervisor. The merchant account has not been affected with a duplicate debit to the account. The below is what has occurred and we advise that she review the full bank statement and she will see a positive deposit to her account for $1299 and $299. On 05/20 the merchant ran a refund to ********** account. When  a refund occurs the cardholder is credited and the merchant is debited. This transaction occurred on an International credit card thus flagging our system to reverse the transaction for review. When this occurs the initial deposit ( in this case a negative) is sent to the merchant bank and then a second entry is submitted to reverse=- thus  a positive deposit was made.  After the review the transaction is resubmitted to the merchant bank which resulted in the account being debited.  Timeline and BANK Trace # are below:1. ACH deposit in the amount of $-1299.00 on 05/22/15   Trace Number: *************** 2. ACH Deposit - to reverse entry due to reject in the amount of $ 1299.00 ( positive)on 05/22 Trace Number: *************** 3. Review complete resubmitted entry –  ACH Deposit effective date 05/26 – deposit  $-1299.  Trace Number : ***************                As you can see 2 debits plus one credit result is one debit to the merchant which is correct  as she issued a refund to the cardholder.   Same scenario with the refund for $299. Merchant processed a return on an International Card for $299 on 05/20/15 1.ACH deposit  on 05/22 for $-299.00  Bank Trace# ***************   2. ACH deposit on 05/22 to reverse entry due to review  $299.00 Bank Trace # ***************   3. Review Complete- resubmit transaction -  ACH deposit on 05/26  $-299.00 Bank Trace # ***************     We suggest the merchant review the above statement with her bank representative .  End result is one debit to her account for each transaction she processed.    We understand the process is cumbersome. Should she want to take full liability resulting from International refunds we can remove her accounts from this credit review process.  

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below.  They have failed to provide me with actual documentation. "*****" suggested we get on the phone with the bank and then decided she didn't want to wait for the bank rep to get on the line and troubleshoot the issue. Furthermore, we have spent several hours with Powerpay telling us that it has nothing to do with them. The first hour+ was them telling us that they had nothing to do with it and to call our bank, Authorize.net, etc. We have one refund every few months and they can't seem to even get that right.  Regards, ******* *****  

Business Response: Supporting documentation was sent to the merchant this morning via email. 

5/24/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On February 6, 2015 I noticed a strange charge on my bank statement. At first glance I thought it was my car insurance - the notation was vague and the amount was very similar -, but upon further review I discovered that PowerPay had been withdrawing the same amount, $56.90 from my bank account since January of 2013 (maybe longer, but that is what I have records for and can prove so that's all I'm asking for), a total of $1,479.40. Again, this amount was very similar to my car insurance, vaguely noted on my statement, and I have also been battling some health issues and was unable to check my bank statements, which is why I didn't notice this until recently. I tracked down the source through my bank, called, and spoke with **** ****** who apologized, said I needed to fill out a form, and that the situation would be remedied. I returned the form along with notations about the specific charges on February 7, 2015. I faxed it in as requested and also emailed a copy to **** on February 19, 2015. I have copies of all correspondence, but here are the specifics minus the document I sent in since it doesn't look like I can attach that. After the first email, all responses were from a Support email address, which I have not included since you asked not to include personally identifiable information. I have all of this saved and can forward to you if needed. I should also note that I have absolutely no idea how this service allegedly got signed up for. My website is a blog and does not sell anything. I have no need for this service. March 15, 2015 from me: Hi ****- Just checking in. Any word on when I can expect the refund? Thanks, ****** April 5, 2015 from me: Hi ****, Just checking in again about that refund. Could you please get back to me? Thanks, ****** April 6, 2015 to me from Support email address: Hello, Refunds were applied 2/17/15 for $739.70 Thank you Account Services April 6, 2015 from me: Hi ****, I received no such refund, and neither did my bank. Plus, I am owed $1,479.40. Being charged $56.90 per month for 26 months comes out to $1,479.40. Please remedy this situation promptly. It is now 3 months since I sent you that form. Thanks, ****** April 7, 2015 to me from Support email address: Please provided February bank statement showing credits were not received for further review thank you April 7, 2015 from me with attachments as requested: I'm attaching both February and March statements and have highlighted all credits and deposits. Please remedy this as soon as you can. $1,479.40 is an awful lot to pay for a service you never even remember signing up for, much less would use on a blog. Thanks, ****** April 13, 2015 from me: Just checking in AGAIN. Please refund me my $1,479.40 pronto, so I don't have to investigate taking some other action. I really don't want that. April 13, 2015 to me from Support email address: Sorry for the inconvenience *******, your request has been sent with importance for review please allow 3-5 business days for review Thank you Account Services April 21, 2015 from me: Checking in again. Please get this taken care of. Thank you. April 21, 2015 to me from Support email address: Hello, Refund will be sent out during the first week of May 2015 Thank you April 23, 2015 from me: Thank you. Will it be mailed or direct deposited? Just need to know where to keep and eye out April 24, 2015 to me from Support email address: Good Morning, You should receive that at the beginning of May direct deposit. Thanks May 7, 2015 from me: I received it, but it was only half of what I am owed. When can I expect the other half? My total amount owed was $1,479.40. You only refunded me $739.70. Thanks May 7, 2015 to me from Support email address: Good afternoon, I apologize for any miscommunication, we were only giving you $739.70. Please feel free to call in to our customer support team at ###-###-#### option 3. Thanks Again, my website is a blog - one that is very rarely updated at that. I have no need for this service. Please help me resolve this matter and get the rest of the refund I am owed, $739.70. Thank you.

Desired Settlement: I would like the remaining amount I am owed, $739.70. Thank you.

Business Response: We have reviewed and agree an additional $739.70 is to be refunded to this merchant.  A refund request is in process and merchant should expect deposit on Monday May18th if not before.

5/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We signed up with PowerPay in 1/2014 with 2 seperate machines. One through website and another one through the POS system with our Ipad. Over the course of 9 months we noticed that deposits were missing. We would call in and they would tell us it was coming or it came on this date. After further investigation we found that we were never paid for any of the sales on the POS system. We called PowerPay and they asked if I could send them receipts for the transactions that we were missing. I faxed it all in to them at the number they gave me. I called to follow up and they said they were reviewing them. Days turned into weeks and no one would call me back or update us on anything. WE had signed receipts and authorization codes but were missing over $45,000. Finally on 2/2015 we were cut off with out notice or explanation. We called several times and no one would call us back. We finally got our attorney to send a letter and they called back and said they could no longer help us. They are blaming everyone else but themselves. All we need is the names and card numbers of the people we have receipts for. They claim they don't have but they are the processing company so they are the only ones that would have that.

Desired Settlement: To receive the names and credit card numbers from all of the customers that we have signed receipts and approval codes from so we can contact them and process them though our current processor.

Business Response: The documentation provided to PowerPay did not contain the proper information. This caused a software issue that resulted in transactions not settling to the merchants bank account. This was first brought to our attention on April 8, 2014 by the sales agent. We were able to correct the issue the same day and advise the sales agent on the necessary steps to resolve this from the merchant’s side. The sales agent then stated he would take care of the situation from there. The next time we were notified of any issue was on January 12, 2015 when the merchant called in saying they were missing some transactions. On January 13, 2015 we confirmed by speaking to the sales agent that the change we advised of in April of 2014 had not been completed on their side. The merchant then requested a list of all of their customer’s names and card numbers to reprocess the transactions that had been lost during the previously mentioned period. We do not have the ability to provide customer names or card numbers as this information is never transmitted to us due to Payment Card Compliance.  The account was closed due to the risk of having these sales processed months after the date of the event.  We recommend the merchant to contact the gateway and the agent.  

5/3/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was working with another company called ************ to establish a website with ecommerce. I signed up for credit card processing through ************ with one company. After the signup I started receiving requests from PowerPay to sign a credit card agreement with them. ************ switched my credit card processor without my authorization. I refused to sign the agreement. I emailed ************ and told them to stop the whole project. On the first of September 2014, PowerPay collected $380.00 from four of my students. I called PowerPay to have the money returned to my students, and was told they could not do that. I needed to write checks to the students, and send them my bank statements, along with copies of the cancelled checks, and they would refund me the money. I followed their directions, but they have not returned my money.

Desired Settlement: Refund of the original amount plus 15% interest, and the $12.12 processing fee

Business Response: PowerPay is the credit card processor for Champions Way. When we received the request for processing we approved the account and had the gateway created. The merchant utilized our platform and processed transactions for student billing.  The students were billed on their credit cards, the merchant account funds were held in reserve as we waited for documentation from the merchant.   Merchant decided to go with another processor therefore once we knew the cardholders were refunded ( merchant indicated he charged the students twice as the previous processor also charged the account)  we released the funds on hold. The release was for $380.00 and released on 12/15/2014.  The merchant account was closed on 10/08/2014.  We suggest the merchant review his checking account ending in **** in December for the funds in question.

4/30/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: To Whom It May Concern On or about February 7, 2013 I applied for and was approved for a merchant account through Powerpay to process Master Card, VISA and Discover Cards through my online store. I was approved to sell products and services on my website with no restrictions given other than what is stated in the attached contract. I have not changed my products or services since my account was approved. From the date mentioned above up until February 24, 2015 I’ve run my business with a customer first business model and have thousands of happy customers to show for it. By doing so, my company has very few customer complaints, refund requests, or chargeback. On February 24 at approximately 2:37PM I notice that all sales stopped on my website. After attempting to process a test order that failed, I contacted PowerPay to see if there was a problem with our credit card processor. To my shocked ****, a representative of Powerpay informed me that my account had been closed. I was also told that my reserve account of $179, 000 would be holding as well. I ask when I could expect to receive my fund’s and was told that I would have to wait 30-days from the date of closure before my account would be reviewed for release. I waited 30 days and contacted Powerpay again to ensure that my account would be reviewed for release. I then spoke to another representative named Trevor, who told me that I would have to put in an early release request. I immediately forwarded to him the documents he stated were necessary to complete the review process. I would then need to speak to Mr. ******* *****, who was the person that would be reviewing my account for release on or before March 24th. I was also told that Mr. ***** would give me a phone call or send me an email, letting me know when my funds would be released. No such call or email arrived. I called Powerpay again on the morning of March 25th and spoke with **** and asked to speak with Mr. *****. She put me straight into his voice mail whereby I left several messages over the next two days. Once again, no phone calls were returned. On March 26th, I called again, and Trevor answered the phone. This time I asked to speak to Mr. ***** supervisor. I was informed that his name was Jason *****. I left (5) messages for Mr. *****, and none of my phone calls were returned. On Friday March 27 before the end of the business day my wife ***** left (2) more messages for Mr. ***** as well. No phone calls were ever returned. It was also brought to my attention while applying for a new merchant account that EVO Payments International aka Powerpay along with ******** **** has put my name and company on a MATCH list that prevents me from getting approved for a new merchant account. By them doing this, virtually paralyzing my company, tarnishes my personal brand, and slanders my name. As you can see by the attached Exhibit A, that my company had a total sales volume of $1,848,608.49 between February 5, 2013 trough February 24, 2015. We processed well over 190,000 transactions and had a total of 33 chargeback totaling $7,092.97. Which is less than a 0.004% chargeback ratio. Merchant account providers require that your chargeback ratios be less than 1.5% to remain in good standing. As you can see we fall well below the industry standards, not to mention we had zero fraudulent charges. The reason given for holding $179,000 is to protect against potential chargeback exposure as anyone can see, this is not true of a realistic concern based on the facts presented herein. There is no exposure to Powerpay from any customers who purchased products from us between the months of February 5th, 2013 through September 5, 2014. I am told this time frame goes beyond the legal statutes for customers to dispute charges according to Master Card and Visa. If feel the reason given by powerpay is simply a ploy to steal customer’s money and use it for personal gain and to accrued interest. Any Google search will pull up an onslaught of complaints against Powerpay closing accounts without provocation and holding merchant funds for indefinite periods of time. These are unethical and dishonest business practices. Based on our previous chargebacks, they should only be able to hold $16,000, which is double the amount of all chargeback for two years. I have done everything possible to reach members of management to resolve this issue and have not received any communication neither written verbal from Powerpay. At this moment I demand the following: 1. To know why my account was closed. 3. I want my name and company removed from all Match Lists 4. I want all my money releases forth with. 5. I want my account reinstated immediately. I am hereby giving you 10-days to respond you my request or I will have seek any and all remedies at my disposal. Sincerely, ***** ** ****** Cojach LLC ###-###-####

Desired Settlement: At this moment I demand the following: 1. To know why my account was closed. 3. I want my name and company removed from all Match Lists 4. I want all my money releases forth with. 5. I want my account reinstated immediately. I am hereby giving ttem 10-days to respond you my request or I will have seek any and all remedies at my disposal.

Business Response:

This merchant account was indeed approved in February 2013, however we received notification from the Card Brands that we were required to  close this account as the merchant was selling a product that is not approved by the Card Brands.  Due to this notification the account is closed with funds remaining in reserve as indicated in the merchant processing agreement.

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below. 


PowerPay or their representatives have not addressed several of the key issues of my complaint.

1. The product in which my company was initially approved to sell  through, Powerpay, ******** ****, Visa and Mastercard is the same product wash approved to sell since day one which the product has never changed.

It was Powerpay responsibility to not approve my account with a company that did not accept my product.

There was no mention in the contract that my products or services were not an approved and could put me in a position for having my account terminated.

2. They have also not address when my fund will be released (Exact date)  and there justification for holding 100% of my reserve account based on my companies actual charge back history.

3. Removal of my name and company name from any and all derogatory merchant lists, i.e., (MATCH) list.

4. Lastly reinstating my account based on the fact that my company made no violation of the contract at stated and signed in February 2013.

I would like each and every question/issues addressed to my satisfaction.

Regards,



Regards,

***** ******

 

 

Business Response:

This merchant’s account was closed per the terms of the merchant contract.  All actions taken are contemplated in the terms of the contract and in accordance with Visa and MasterCard regulations.
 

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below. 

Once again, PowerPay refuses to answer the sepcific questions ask and provide a definitive response to the question asked in my complaint. Their failure to do so clearly shows that their actions are disingenuous.
1. I want to know when my monies will be released (Exact date)?
2. I want to know why my name  was put on a Match list and when it will be removed?
3. When and if my account willl be reinstated?

Please note any response that does not contain this SPECIF information will NOT be acceptable.

Regards,

***** ** ******


?

Regards,

***** ******

 

 

Business Response:

When will the reserve funds be released?  After all penalties and fines are assessed by Visa and MasterCard any remaining balances will be released to the merchant per the terms of the contract, 270 days after last activity on the account.

Will the name/business name be removed from the Match list? The merchant placement on the MasterCard Alert to Control High Risk (MATCH) list is dictated by MasterCard regulations. There are no grounds for removal of this merchant from MATCH.

Can the merchant account be reinstated? The merchant account is closed and will not be reinstated.

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below. 

1. Please clarify the exact meaning of "LAST ACTIVITY" on the account.

2. Why are all monies held from February 5th 2013 thru August 2014 not being released because charge backs payouts are no longer valid?

3. If Powerpay, Mastercard or Visa have a supposed liability for charge backs for up to 6 months. Why are the funds being held for 9 months ?

4. Lastly, I've seen reports by other complainants stating you have not released their funds even after the 270 day hold, what would constitute your reasons for not releasing these funds as promised?

Please advise.

Thank you,

Regards,

***** ******

 

 

Business Response: Merchant should contact the Loss Prevention department ###-###-#### instead of going through the BBB. This a contractual agreement and all is stated in his Contract.    1. Please clarify the exact meaning of "LAST ACTIVITY" on the account.  The last date that any transaction, refund or chargeback is posted to the merchant account. 2. Why are all monies held from February 5th 2013 thru August 2014 not being released because charge backs payouts are no longer valid? As has been stated the account is subject to fines by Visa and MasterCard for selling products that are prohibited. 3. If Powerpay, Mastercard or Visa have a supposed liability for charge backs for up to 6 months. Why are the funds being held for 9 months ? See above. 4. Lastly, I've seen reports by other complainants stating you have not released their funds even after the 270 day hold, what would constitute your reasons for not releasing these funds as promised? We are not going to discuss contractual issues with other merchants.

4/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Powerpay is the payment processor for our website, *************************** . Powerpay has been withholding funds that they have processed for sales we have had on our website for months... giving the excuse that they are unable to deposit our funds into our checking account because our checking account routing number has changed..... THE ROUTING NUMBER WAS CHANGED BY THE BANK OVER 3 YEARS AGO... IN WHICH DEPOSITS HAVE BEEN MADE EVER SINCE THEN. I followed all their instructions to get this resolved with a letter from our bank, completing a new change of bank account form. Their customer service informed me everything has been done that is required, but they STILL HAVE NOT DEPOSITED ALMOST $3,000.00 INTO MY CHECKING ACCOUNT. THIS USED TO BE A GREAT COMPANY, BUT SINCE BEING PURCHASED BY ANOTHER COMPANY HAS TURNED OUT TO BE A REAL SLIME BALL OUTFIT.

Desired Settlement: ALMOST $3,000.OO OF MY MONEY THAT THEY REFUSE TO DEPOSIT INTO MY CHECKING ACCOUT.

Consumer Response:



I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below. 

 

 

Consumer Response:

Company Response:
The merchant ran a transaction on 12/7/14 for $4247.00 which was over their approved maximum ticket.  Upon questioning, the merchant let us know that the sale was for a condo rental in **** when the account is set up for shawls and scarves. A return was initiated by our company which cleared the merchants bank on 12/22/14. On 1/23/15 $6851.89 was released back to the merchant.  In the meantime, the merchant had issues with rejects due to a routing number change with their bank.   Customer service sent multiple requests for the necessary forms to complete the update to which the merchant did not send.  On 3/31 we approved the DDA change with the bank letter on file and waived the request for a change form and driver’s license.  The DDA was completely updated on 4/2/15.  The account has a positive balance of $2402 as of today.  The account has been closed and the funds have been released.

>>The merchant ran a transaction on 12/7/14 for $4247.00 which was over their approved maximum ticket.      (this has nothing to do with the complaint.  However, I have been doing those type of charges for the **** Condo for years with NEVER a complaint from Powerpay before.   Not only did they never tell me I was not supposed to to that, AFTER I did that charge,  it took weeks to get my money returned!!

>>>>In the meantime, the merchant had issues with rejects due to a routing number change with their bank.   (the routing number was changed by the bank over 3 years ago!!!   Power pay has been putting deposits into this account with the exact same routing number and account number and bank for over 3 years until now!!!!)

>>>>On 3/31 we approved the DDA change with the bank letter on file and waived the request for a change form and driver’s license.  ( thats ********* THIS HAS TAKEN WEEKS.   I DID FILE A NEW CHANGE OF ACCOUNT FORM WHICH THEY REQUIRED, INCLUDING A COPY OF MY DRIVERS LICENSE. EVEN THOUGH THIS WAS NOT A NEW ACCOUNT.  EVERYTHING I SUBMITTED WAS THE EXACT SAME ROUTING NUMBER, ACCOUNT NUMBER AND BANK THAT I’VE BEEN USING AND THAT THEY HAVE BEEN PUTTING DEPOSITS INTO FOR OVER 3 YEARS…  ) 

>>>>> The account has a positive balance of $2402 as of today.  The account has been closed and the funds have been released.  (THATS ALSO ********.  I JUST NOW  CHECKED AND THE MONEY STILL HAS NOT BEEN DEPOSITED INTO MY CHECKING ACCOUNT ENDING WITH THE NUMBERS:  3518)

 

 

 

 

Business Response:

The merchant ran a transaction on 12/7/14 for $4247.00 which was over their approved maximum ticket.  Upon questioning, the merchant let us know that the sale was for a condo rental in **** when the account is set up for shawls and scarves. A return was initiated by our company which cleared the merchants bank on 12/22/14. On 1/23/15 $6851.89 was released back to the merchant.  In the meantime, the merchant had issues with rejects due to a routing number change with their bank.   Customer service sent multiple requests for the necessary forms to complete the update to which the merchant did not send.  On 3/31 we approved the DDA change with the bank letter on file and waived the request for a change form and driver’s license.  The DDA was completely updated on 4/2/15.  The account has a positive balance of $2402 as of today.  The account has been closed and the funds have been released.

Consumer Response:


I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below. 

 

 

 

Business Response:

BBB - the merchant rejected our response but did not provide a rebuttal on why the rejection, Thus we are unable to respond accordingly.

Business Response:

The financial institution used by the merchant consolidated charters. Therefore, we received a document requesting a routing number change on 03/26/2015. The account was closed on 4/7/2015. The $2,404.73 was released into the bank account mentioned in the merchants response.

Consumer Response:


What is this supposed to mean???    >>>>The financial institution used by the merchant consolidated charters.<<<<<<<     

When did the above happen?  I know what it means... that powerpay is a subpar business with questiionable practices.   They dropped our business for absolutely NO reason after 10 years of stellar performance as a business.   Actually, they've done a favor.  

 

4/2/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: ************ is a joke. Their customer service is horrible. They are a merchant company that took 1,300 dollars and did not deposit it into my business account. When I tried calling them I was on hold for over 2 hours getting transfered from dept. To dept. I was fed up with their condescending treatment and words to me so I decides to cancel doing business with them at which time they sent me a letter saying that it was their right to hold my money for 270 days. Very unethical and slimey. I would never recommend doing business with them. Their is a woman whose name is ****** that works there who is one of the rudest people I have ever encountered.

Desired Settlement: I want my 1300 deposited into my account ASAP.

Business Response:

On March 4th, 2015 *********** requested a bank account change. It was at this time we were notified the bank account on file was closed. PowerPay did not have enough time to update the banking information before monthly fees could reject from the merchants closed account. A release totaling $1,229.90 had already been sent to the original bank account on file. When this happens it can take up to ten business days for the funds to return to the merchants reserve. It was at this time *********** informed Powerpay they were going to ask their customers to initiate chargebacks. It is because of this action, PowerPay will continue to hold these funds for at least thirty days. The account will be reviewed again on 4/9/2015.

Consumer Response:


The claim made from Power Pay was not true.  We called to ask them what our options were bounced from department to department. We were on hold for over an hour when they finally got on the phone  they said that there were two options. 1.  That we could initiate chargebacks.  (Which we did not do).  We have not initiated any chargebacks what soever. and 2.  was to wait until they "got around to giving us our money"  Which could be up to 270 days.  All we want on our end is to send the money to the appropriate bank account for the 1,300 minus their fees.  BTW.  They had no problem taking out their fees immediately. That is not good business practices.  

P.S. I do not appreciate the letter that ****** sent to my business partner **** ******. They made it sound that they were cancelling us because "we were high risk" when in fact it was **** that cancelled with them because of the poor customer service and lack of fulfillment of their duties.  I also don't appreciate the lady that got on the phone that tried to tell **** how to do his banking and that "he should have kept the bank account open at ***** before opening the new one".  Powerpay are not financial advisors.  Now that being said I have no problem lifting the BBB complaint eonlinedata and powerpay will give us the money in a VERY timely matter.  So in other words not in April.  Thank you. 

 

 

Business Response:

The bank account on file was closed before PowerPay received the new bank account information. This caused *********** to reject their monthly fees and delayed deposit of their funds. While we were waiting for those deposits to return to us, *********** informed Powerpay they were going to ask their customers to initiate chargebacks. It is because of this action, PowerPay will continue to hold these funds for at least thirty days. The account will be reviewed again on 4/9/2015.

 

3/24/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This company engages in unethical practices in order to continue charging clients well after the clients have asked multiple times to have their accounts cancelled. Since December, I have attempted to resolve the issue of PowerPay taking money out of my account (almost $700 worth of charges that shouldn't have been charged) well after it should've been closed. I have been given the run-around, been blatantly lied to be reps at the company, and I've never had such a frustrating time communicating with a business. There has been a serious breakdown in communication with what Power Pay representatives have been telling me. It’s cost me money. And this issue has been draining my time. In late February, I called Power Pay and requested to terminate my account because I was planning on switching to a new processor that had more competitive rates. Power Pay attempted to see if they could match those rates, but they could not, so I stated via phone as well as email my decision to cancel both my Power Pay merchant accounts. I was told that if I put in a 60 day notice to close my account, I would not be charged an early termination fee and to email in my request. I did precisely what the phone rep told me to do to close my account. So, in addition to make this firm request via phone, I also emailed *** ******* on March 3rd my request to close down both accounts saying I was using my 60 day notice. I explicitly stated in my email that if anything else needed to be done on my end to close the accounts, to let me know. *** never responded, so I assumed there was nothing left to do. Because no one contacted me telling me there had been any issues with closing the account, I assumed both accounts were closed. However, last, I was talking to my current processor and I was asking them about why my transaction fees for processing were so high and we were going over the charges. I asked about the BKCD processing withdrawals from my business bank account and they said they had never heard of BKCD processing. The last few months, I had assumed that my new merchant was the one that was taking money out of my account. I did some investigating and then realized it was actually Power Pay, which I had thought I had closed back in February/ March 2014. On December 19th at 5:10PM, I had a 34 minute conversation with a rep named ******* at Power Pay. He asked me many questions and we spoke in detail about the accounts and what had happened. He said he didn’t have the power to do the refunds and that the department that could handle that would be in the following week. He told me he would, as soon as he got off the phone with me, investigate the issue and look for the communication trail pertaining to my accounts. He said he would definitely give me a call back that evening (12/19/14). I asked him 3 times if I should be getting a call or an update that evening. He assured me, yes, he would look into and get back to me either way. AND I asked him to make a note for the department that handles refunds to give me a call on the following Monday. He said yes he would do that and they would call me. Neither happened. He never called. And I never got a call from anyone like I was suppose to. On 12/22/14, I called Power Pay again and spoke to ****** ******* and had to re-explain the whole thing again because she said she had NO RECORD of the 34 minute call I had made just a few days previously, that there were NO NOTES on my account regarding that at all. She advised that I send in copies of my bank statements of the withdrawals from Power Pay and writing a letter explaining what happened and I said that I could get that in within a few hours. So, she said that I would hear back with results within 24-48 hours of sending that letter because she said it was her department that makes the calls. She sent me the termination paperwork which I completed and emailed back to her. I stressed that I should DEFINITELY not be charged a $250 early termination fee because that should’ve been waived when I put in my 60 day notice early this year. Lo and behold, I call back a couple hours later, and ******* ***** and I speak and she tells me, no, it is corporate that needs to first close the account and that takes 7-14 business and only then can corporate even CONSIDER providing a refund on the almost $700 in fees I’ve been charged. Once again…breakdown in communication and being told different things. The ball was really dropped by some of the reps of Power Pay in February and March 2014 and as a result, almost $700 in fees have been taken from my account when I haven’t processed since early March and I attempted to close my account multiple times and followed all the protocol that was given to me via phone. ****** of ***** card and I spoke and I sent her my documents and explanation late December and she said she'd get back to me by Dec. 29th and that she should have an answer by then. -12/30/14: I called and emailed her follow up no response. -I left ***** another voicemail in early January and called multiple times. -On January 6th: I got a hold of *** ******* who said *** was in a few meetings that day but would get back to me by the end of the day -January 7th at 9:02AM PST: After not hearing from ***** the day before like I was told I would, I tried calling ***** again. This time she finally picked up. She said she was out of the office the day before (A BLATANT LIE as her associate *** had just told me the day before ***** was in the office) and estimated that we'd have an update by the end of the week -End of week: no update and no word back from ***** *On Jan 16th, I was transferred to ***** in support and I believe it was her who I spoke to for almost 30 minutes and then told me I needed to reach out to Power Pay's risk department. I was on hold for 22 minutes today, Jan. 29th by that department and when a rep finally got on the phone with me, she said this is not a risk department issue. And then transferred me to customer support. *Jan 16th: I had spoken to ******* in after hours support on Dec. 22nd and when I spoke to him again on Jan. 16th, he admitted he never called me back like he said he would on Dec. 19th and apologized. I kept asking for a phone number of someone who can actually help me. He gave me a number but that didn't end up working either. *Jan 29th: I called and spoke to ******** ******** (sp?), a support rep. She said ***** Card services agent **** ******* would get back to me within the next couple of days with an update. He never got back to me, despite 2 voicemails and 1 email. *Feb 10th: Rep ****** said the email was sent out Feb 4th to request a refund (finally!?) and said ******** shouldn't have told me **** would call me. *I was even told Supervisor ****** was upset with ***** and ****** for giving me the wrong information. Yet... *Feb 24th: I was told the refund request was rejected and although the PowerPay rep apologized about all the misinformation given to me, that nothing could be done to compensate me monetarily at all. That they would write it down and "try to improve". Wow. I have been quite infuriated by how this whole issue has been handled. Ever since February/March of 2014 (when my account was first suppose to be closed) there has been a lack of follow through and a lot of conflicting information given to me by different reps at Power Pay which has caused errors that hurt me financially.

Desired Settlement: The refund of all Power Pay charges that were made to my business bank account from March 2014 and afterwards since I had made more than 3 attempts to close my account and assumed it was closed and didn't process a SINGLE transaction through PowerPay since Feb/March 2014.

Business Response: Both accounts were closed in December when requested by the merchant. We have issued the appropriate credits for each account. The credits will be processed by the end of the week and submitted to the merchant via ACH.

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below.  I am requesting that I be refunded the monthly service charges that should not have been taken out of my account between March 2014-December 2014.  Per my original complaint, in late February 2014,  I called PowerPay multiple times and requested to terminate my account because I was planning on switching to a new processor that had more competitive rates.  Power Pay attempted to see if they could match those rates, but they could not, so I stated via phone as well as email my decision to cancel both my Power Pay merchant accounts.   I did precisely what the phone rep told me to do to close my account.  So, in addition to make this firm request via phone, I also emailed ***** Card's *** ******* (who I had been in communication with about my account previously) on March 3rd my request to close down both accounts.I explicitly stated in my email that if anything else needed to be done on my end to close the accounts, to let me know. *** never responded, so I assumed there was nothing left to do.  There was almost $700 that should NOT have been charged to my account between March 2014-December 2014.  Those are the funds that I am requesting a refund for as my account was SUPPOSE to be closed in late Feb/early March 2014, NOT December 2014.                 Because no one contacted metelling me there had been any issues with closing the account, I assumed bothaccounts were closed. Regards, ****** ****    

Business Response: As indicated in the previous response the accounts are closed and the refunds have been submitted . The total refund  is $655.15. Each account will receive the appropriate refund; ************ is set for $ 359.55 and ************ is set for $295.60.

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ****** ****

3/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This merchant processing service has very poor communication. Leaving messages with Risk Analysts, Supervisors, etc. Nothing. They started taking 100% Reserves on our account without any notice or communication. When we've tried contacting powerpay they will not discuss this with me nor return any calls.

Desired Settlement: Releasing the reserves on the account as there isn't any reason given nor communication about this.

Business Response: This merchant  began to process over their approved annual volume in November 2014. We told the merchant we could only allow an increase in volume with a 10% reserve. The merchant declined these terms stating they did not want a 10% reserve on the account.  In November the merchant began processing well above the 30k monthly volume. The account was placed on 100% reserve in December after the merchant reached 140k. During this period our Risk Analyst spoke to the merchant as well as the merchants agent on multiple occasions. Per the merchant agreement signed by the merchant, we have closed the account and scheduled for a review every 30 days. The next review will be March 10th 2015.  

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint #********. Please add your rejection comments below.  [Their account is not accurate. I have communication with *** ********* leading up to Dec. that our account limit was able to do $80-100k in processing per month. In November when I proactively contacted PoweryPay to inform them of the holiday season coming up we would likely be doing higher volume. She stated that since they had already reviewed my account for the limit raise that they couldn't review it again for another 3 months. So in this case we would be able to go above the limit as long as we provide bank statements upon request. I agreed. In December when I noticed the first Reserve being held on a batch settlement I started to contact PowerPay to see why. They did not contact me or communicate with me that they were going to impose any reserves. After speaking with ****** at one point she stated that she would be releasing $20k that was held on a 100% reserve which even she thought was strange and harmful to our business to do such in such a short period of time 2-3 days. This never happened. Only after this point they reduced the reserves they were holding to 10%. During the past 3 weeks (most Feb.) I've been trying to speak to someone such as ****** or ***** regarding the $20k that ****** stated would be released. They will not return calls or speak with me when I call in (which has been nearly daily). This matter is not resolved, nor have they communicated in way why they are holding reserves, why they can't give a timeframe, why they haven't done as they've agreed upon with the $20k hold that was taken at 100% thus leaving us with no cash-flow during that period of time. This is hurting our business to say the least.] Regards, *** *******  

Business Response: The merchant's  request to process 80k a month was denied in an email sent to ************ on 11/05/2014. Again, The account was placed on 100% reserve in December after the merchant reached 140k. The merchants own BBB response stated they were approved for 80k to 100k a month. If this was true, the merchant would have still processed over their approved volume. As I stated earlier, during this period our Risk Analyst spoke to the merchant as well as the merchants agent on multiple occasions. Per the merchant agreement signed by the merchant, we have closed the account and scheduled for a review every 30 days. The next review will be March 10th 2015.

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below. This issue is not resolved nor is our complaint. In the last response from PowerPay they stated that they would review our account on March 10th about releasing funds (which they took without notice) and have lied again!  They did not review our account on said date and they refuse to do so. This company may respond to the BBB and play the game about appearing to be legit, but an employee there just informed me via the phone that they can and will hold our funds for 270 days legally and don’t have to deal with communicating any of this with us. There isn’t a single thing we can do nor do they have to provide any justification for this unwarranted hold of our funds. This is effecting our business cash flow in a major way.  Regards, *** *******    

3/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On last week, I signed my company up for Authorize.net (Who is awesome by the way, exceptional customer service.) I was then introduced to E-ONLINE DATA *** ********** *** ********, ME ***** ###-###-####. My account was abruptly, closed because upon opening the account I used my ******** ******* Bluebird account to have funds deposited. The account was opened and functioning and then the merchant (EONLINE DATE) placed the account on hold and said, I needed a new account, well fair enough I went to my local Regions bank and opened an account, came back to the merchant and now they say I have to start from scratch and put in a new application…that’s not what they told me at first but okay, did that. Account is up and running, I realize im missing about $1700+ out of the account, so of course I call no one can help me so heck yes, I keep calling. Loss prevention bpeterson he yelled and scream to the point I fell out in tears, he then softened up and figured out I was not just making all this up, during the period of the bank account being closed, transactions were still being allowed to be processed and they never received the batch. When asked if they can just retrieve it, he told me no. He advised me the only way to retrieve the funds were to tell my 11 customers their payments were never received and to re-request payment. BUT A LOT OF THEM HAD ALREADY RECEIVED THEIR MERCHANDISE. I was advised; this was the only way…so silly me did just that. Later that day my mother suggested I contact authorize.net and yes they were able to fix it. Fast forward a few DAYS later my account and funds are now on hold my maximum charge amount (That I created) is $350.00 a purchase came in of $350.00+ ($6.95) shipping and they held all funds and requested the customers information and 3 months of banking history “You have to have a bank account where all that money went” is what was said, I provided them will all the information they requested to legitimize the transaction and lift the hold. However, they did not seem to be concerned with the transaction as much as the nature of my business, I am black, a female and young. All of the questions were geared to me personally like “Well where do you get this stuff from” and sarcastic in nature, I then told them I feel like I am being discriminated against. When I mentioned that to Peterson in loss prevention, he told me he could not hear me, the phone was breaking up and hanged the phone up and disconnected the call. I went ahead and provided all of the information and the hold was lifted BUT not before I was placed on a 10% reserve (Keeping 10% of all my revenue) and then keeping 10% of what had already been processed as well. IN ADDITION the reserve will be “REVIEWED” TO BE RELESED every SIX MONTHS with dates into May of 2016! And please note THE 6MONTH RELEASE IS NOT GUARANTEED. IF YOU DO NOT READ ANYTHING ELSE, PLEASE READ THESE LAST TWO PARAGRAPHS: On this Monday, the account was closed as the deposits were returned from my bank. They were returned because my bank account is in my name and not my business name, (As I was told would be fine) I also provided underwriting this same information (My name on all the documents NOT my business name) and was cleared. Yet my deposits were sent in my business name and closed because of it. I was issued an email that said the account is closed, funds will be held for 270 days and then it will be reviewed for any chargebacks and decided upon after another 180 days. THE MAXIMUM SHADY BUSINESS: Okay the Account is closed and we have 39 clients with outstanding orders. Since all the funds are frozen, I think its best that I refund the clients. I was then advised by * ******** that I COULD NOT REFUND THE CLIENTS. Instead I had to contact each client and have them process a chargeback with their bank....RED FLAG: This is so wrong on so many levels, I then said well chargebacks I will incur a $25 fee per (39 customer) the lost prevention analyst supervisor Peterson then told me they “Would not charge me the full fee for the chargebacks” Ofcourse, I hit the roof. So, how will my account be reviewed and funds released if I do not have any charge backs BUT you are telling me to direct my customers to initiate chargebacks with their banks.

Desired Settlement: I would like to be able to refund my clients and or be issued a check for my funds, or have them be deposited into my new business account which I have just retained

Business Response: The supervisor in our Loss Prevention department has spoken with the merchant and this issue is resolved.  The merchant indicated she would contact the BBB to retract  this complaint.  Please advise.

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ****** *****

2/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Services began 1/9/15 and our business is expected launch on February 25th 2015. Our Web developer was and currently is running test transactions on account however PowerPay terminated our agreement based on the Test transactions that were later voided advising the 1 and only test batch our company processed was returned which it was supposed to have been as we were testing live transactions and as even stated in their email this was the only sale made on account since 1/9/15. In addition we contacted PowerPay to ensure payment arrangements were set on account that way when monthly dues are deducted funds are availble instead PowerPay went ahead and drafted from account without notice. Our business account incurred fees + bad account status of Over drafts. PowerPay did not refer to the caller notes prior to terminating service agreement, we received an email advising services were canceled and we requested a call however noone called instead thy kep referring us to the Terms and Conditions in the email and never called to thoroughly explain aswell as understand. Services were canceled effective 2/6 without advance notice. We also did not have services for at least 1 month and is being charged. The underwriting did not handle our document processing with accuracy.

Desired Settlement: I need someone to physically call me and explain their end and we explain ours and workout a dispute of the amount they advised our business owes or an apology. This is a inconvinience for us we are a business aswell and expect to be treated as such.

Business Response: This merchant processed 1 sale for on the account for $19.99 and then issued a return for the sale for $19.99. This made their return ratio 100% on the account.  The return and monthly fees on the account both rejected from the merchants bank account due to insufficient funds on February 5, 2015.  Due to the negative balance on the account it was closed. A Loss Prevention Analyst will attempt to notify the merchant today to discuss.   

2/19/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We signed up with Authorize.net late last year, and find out later that Power Pay is our payment processor. After a few months of transactions processed on stolen credit cards through our website, at no fault to us we sent all the required documents to them to prove that we made the sale and shipped the packages, Power Pay still took our money. Not once, but twice for each transaction. It has now been months and we have been calling weekly to try to resolve this but with no outcome except that multiple unauthorized withdrawals are being deducted from my bank account. No one seems to want to help in releases this money in a timely fashion, after agreeing we should get our money. I would like to resolve this and am asking for anyone that can help to expedite this process.

Desired Settlement: I would like this to be resolved in a professional and expedited manner. I would also like an apology for the unauthorized bank withdrawals that happened TWICE with two separate transactions. There is no reason a company should take the money twice and not return it quickly. That is theft!

Business Response: This merchant account in question received three chargebacks for fraud in November 2014. These three chargebacks equaled one third of all their year to date processing.  Due to these chargebacks and the lack of an established history, the account was placed on a 10% reserve. At this time, over 40% of the merchants transactions have been charged back for fraud. The $210 held in reserve is to ensure that we can cover at least a portion of the money should the merchant not have the funds available in their bank account. Per the merchant agreement, the merchant is responsible for all transactions processed through their merchant account. PowerPay has no control over the outcome of these disputes. The account will be reviewed on the 4th of every month for a potential reserve release.

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below.  This is not true. We have cancelled everything with authorize.net because of these chargebacks and the protection we did not get with them after only 2 months. This does not constitute why 2 different transactions were pulled out for the same amount twice. We were told they other day that our money would be released within 72 hours back in our acct. and that did not happen. This is theft, and I want it put back in my account immediately. You already have the money for the chargebacks. We don't have a merchant acct and wish to cancel everything, but you wont let us, and your wont give us back our money. This is wrong on so many levels. Regards, ****** *****  

Business Response: We have released the $210.84 to the merchant. Per the merchant agreement, *** ***** LLC will continue to be responsible for any chargebacks posting to the account.

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below.  We appreciate your speediness in getting this matter taken care of, but as you see from the bank statement we are still due $114 as well. I will be statisfied with the claim after that is also returned. Thank you again for the effort in getting the corrected. Regards, ****** *****  

1/30/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I called to cancel account and had to call several times and was told there was an early termation fee of $250 or a 60 day notice and no charge. They said i have to cancel by faxing in a form and that i would have to call them back to follow up if they received in several days. I also asked for my transactions that i refunded to customers to have powerpay refund there charge for the transactions. They said no. I have tried to fax the form multiple times and their fax line will not answer and allow me to send? This is extremely unprofessional and cumbersome to close my account.

Desired Settlement: Close my account immediately and refund for any charges with my account and charges associated with transactions where I made refunds to clients.

Business Response: We will close the account immediately without form and an Early Termination fee is not applicable as the account was under review from our Loss Prevention department.  The merchant is responsible for all fees associated with the merchant account per his merchant application terms and agreements. Refund of past fees is not applicable. 

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that AFTER THE BUSINESS SHOWS PROOF OF CANCELLING WITH NO FEES AND CLOSING ACCOUNT AND ONLY THEN,  that my complaint will be closed as resolved.  Regards, *** ******

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below.   I have not received Proof from the company that they have closed my account and refunded Regards, *** ******  

Business Response: Merchant processed transactions in the month of January thus once the statement cycles tonight  the account will be closed. Today is the last business day of the month and statements cycle at month end. Merchant is responsible for account fees however as stated merchant will not be charged an Early Termination fee. January fees will be debited as usual.  A confirmation of closure will be  emailed to the merchant on Monday 02/02

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below.  [If you are rejecting the business's response please enter your rejection comments here. I want the confirmation email directly to ******************, that the account was closed with no fees] Regards, *** ******  

1/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: About one year ago I signed up with PowerPay.biz to process credit cards for my new website. They were very detailed in learning all aspects of my business and learned everything about the industry I am in. They asked me for an estimated amount of monthly transactions and I asked them if they want an estimate for my first month or for one year. They said "for your first month, this is just to qualify your account". My account was approved and my website started accepting orders. After about 6 months in business we started exceeding the $3000/month in volume and they never mentioned that we would have to update this number. Since then another 6 months have passed and we kept growing and kept exceeding goals, we hit $10,000/month, then $30,000/month then $50,000/month, then in December we did $100,000/month in sales. Today I woke up to an email stating that they have canceled our merchant account for "Processing over 10% of our approved volume" -- which they should have caught and corrected 6 months ago before it grew to this point. I contacted the person who emailed me and was told that "We don't feel comfortable with that kind of volume for your line of business". They have now frozen about $5k of funding for 6-9 months and offer no solution of getting this funding any sooner. Although the service contract we signed may protect them legally, I believe that holding $5k in funding from a small growing business is unethical and completely unnecessary. Now I may struggle to pay payroll and fulfill the orders that customers have already paid for. Our company manufactures and distributes e-liquids for e-cigarettes. There is nothing illegal about our product and to be told that, after they approved our business, that they don't feel comfortable with our line of business is completely unacceptable business practice -- especially after they allowed it to grow to $100k without stepping in once to try and reassess the situation when the amount they would be holding would have been SIGNIFICANTLY LOWER.

Desired Settlement: The reason they are holding those funds is to process refunds or chargebacks for any customers who might have issues for the next 6 months. Considering we have only had one charge back for $27 in our first approx. $250,000 in transactions I would like to have the majority of those funds processed and made available to us immediately.

Business Response: This account was closed on 1/9/2015. The main reason for closure was because they were over their approved volume of $36,000 per year. The customer had processed well above the annual volume each of the past two months. Often we see a spike in volume around the holidays but this was continuing with processing trending to stay at these elevated levels. The responsibility of staying within the approved parameters is with the merchant. The merchant should have notified us prior to processing above their approved limits so we could either approve or decline the request. Once the account was flagged, we reached out for documentation to see if we were able to increase the limits on the account. The merchant was unresponsive for 4 days during which we placed the account on 100% reserve because of the high volume the merchant was processing. Upon reviewing the merchants full credit profile, we came to the conclusion that the bank statements and credit do not support the high volume.
 
The funds are being held because there is an elevated risk on our end that when we close an account, the merchant no longer covers the activity which they are responsible for. As discussed on the phone with the merchant, we are able to hold funds for up to 270 business days of the last activity on the account, we typically do not. This is contingent on how the account performs when it is closed (are chargebacks being covered? Is the bank account rejecting? Etc). The contract also states we may terminate any agreement at any time for any reason.
 
All of this is outlined in the Merchant Agreement signed by the merchant.

12/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have a customer who bought a service plan from us on March 27, 2014 and after certain time customer said they want a refund for that plan. We agreed to customer concern and as per company guidelines refunded the amount after deducting one time charges of $99.99 and refunded customer for $350.00 out of $449.95. Now after we refunded the customer, customer filed a charge-back with their financial institution and Charge-back came to Powerpay Charge-back department who then forwarded the case to us and ask us for the evidence which we submitted via fax in the mentioned time frame. The customer financial institution filed for another charge-back and we replied. We called Powerpay charge-back department and informed them about the case and submitted the evidence again. Then next month when I called their charge-back dept asking for the status of the case they said it has been denied. Now here is where problem started. As per ****/********** guidelines no more than original amount of original transaction amount should be returned to the customer for any transaction made through ****/**********. So technically Powerpay Chargeback Department took $449.95 from our account charged us $25 chargeback fee. Thus we ended up paying customer $350.00 plus $449.95. I talked to ***** in the chargeback dept and she said she will have a supervisor give me a call back about this case but when I received no call for few days I try to get hold of *****. Every time I ask for ***** they want to know why I want to talk to ***** and then started making excuse that ***** is not there, sometime she is gone for lunch, sometimes she is off today and every time i leave voicemail no response. Finally i got hold of their supervisor name ****** who should be aware of their ****/********** guidelines but I made them aware of it anyways and explained her situation. She assured me to look into case and get back with me, gave me her direct number but same story again. ****** promised me to call me back in few days. I left her at least 15 voicemail for her too in spam of 15 days but no response. In that meanwhile I called Powerpay even and ask to talk to something about it but every time I have to explain myself and the whole case before them and all they have to say is we are sorry out chargeback department works differently from us. I mean what I do not understand is I have no signed up contract with a chargeback department of Powerpay but with powerpay only and they would not have any answer to it either. They will put me on hold and no one would come on phone for hours. Every time I called and ask for some senior executive in powerpay they will either transfer me to Chargeback department or would put me on hold for unlimited amount of time.

Desired Settlement: Its been six months I have been going through this and I need an end to this by them accepting their fault return our money.

Business Response: A credit of $350.00 is in process as the second chargeback should have been sent back to the Issuing bank due to the refund  that was processed. We apologize for the service the merchant experienced in this case.

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below.  The Business took money out from our reserve account they are holding and transferred to our bank account. So simply they just gave our money to us and stated that they taken care of issue.Very funny that companies like Powerpay act scrupulous and commit decisive acts like this which they did in this issue, even though they understand that BBB officials are here to monitor all this and all this information is available to public too. I am sure people would take lesson from this.  Regards, ****** ******  

Business Response: Due to the account status being on reserve, when funds were credited for the chargeback, the  funds automatically transferred to the Reserve account.  Since we had indicated we were refunding the merchant we had to then transfer out of reserve to the merchant's checking account.  There was no unscrupulous act, unfortunately this is a result of the accounting features when an account is on 100% reserve.  Merchant did received the funds as we had indicated.

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below.  No wonder it would have been scrupulous based upon experience we had with Powerpay and how we have been moved back and forth for 6 month for one issue rather than 1 sincere person to step in and resolve it for us. But as you say we would take your words of not being scrupulous. But we still cannot take your words for it. Either you should release the whole reserve and release $350 on top of it. Other than that there is no way we can take it and ask BBB to close this complaint and have it been resolved. Other way is you can add $350 in our reserve account and send us the statement plus the chargeback fee you have charged us again.   Regards, ****** ******  

11/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I opened up a merchant credit card processing account through Authorize.net, who contracted with Powerpay as the credit card processor. Powerpay withheld approx. 10% of every credit card transaction in what they said was a reserve account to be kept in the event of chargebacks, even though my signed contract with Authorized.net did not state there would be any funds withheld. I terminated my agreement with Powerpay in August 2014, which terminated my Authorize.net account, and asked Powerpay to return my money that they kept in the reserve account, which is $1205.07. Powerpay will not return the funds and in addition to holding these funds, they did not terminate the agreement they had with a 3rd party chargeback processing company called EBO chargback center, and left the account open so that EBO chargeback is now taking funds directly out of my bank account to cover chargebacks instead of using the $1205.07 reserve funds. EBO said they have no notice of the account or agreement being terminated in August and said they agree, chargeback funds should be directed to Powerpay, instead of my bank account. Powerpay refused to assist me on the phone during 2 phone calls, and both times, transferred me to EBO Chargeback Center, even though my questions are related directly to the $1205.07 reserve funds being held solely to cover potential chargebacks. Phone calls to Powerpay are extremely difficult to get through, 2 attempts were lengthy holds to then be dropped and never answered.

Desired Settlement: I would like my full $1205.07 refunded immediately and all accounts linking back to my bank to be closed permanently.

Business Response: Lumepower.com completed our underwriting process June 19 2014.  Their website was temporarily unavailable at that time. The website was re-launched on June 24, 2014 and the merchant was advised we would move forward with a 5% reserve until we established a processing history with them.  All funds held while in underwriting were released less the 5% reserve. September 5, 2014 the merchant called Merchant Services for assistance in terminating his account as he moved processing to another company.  The termination form was provided September 13, 2014 and our Account Services department terminated the account per the merchant’s request.  Funds are reviewed 30 days after closure for release pending the account activity. Per section 7 of the merchant agreement, funds can be held in the reserve account for a full 270 days past the last negative activity on the merchant account.  We are currently holding $1,205.07 in the reserve account.  The merchant  received two chargebacks last month from cardholders claiming fraud against their company.  Per section 13 of the merchant agreement, the merchant agrees to keep a designated account with enough funds to cover any chargebacks, deposit charges, refunds, or fees. The reserve account is not to be used as the primary source of funds for debit attempts. Chargebacks are not processed directly by Powerpay but are processed by a third party who handles these cardholder claims.  We cannot terminate the relationship between the merchant and the Chargeback Processing Center as cardholders could dispute chargebacks beyond 6 months if they are not satisfied.  We do not debit the merchant account due to chargebacks.  We also do not have the authorization to close disputes in the cardholder or merchants favor.  These debits and decisions are made by the Chargeback Processing Center directly.  %

11/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been using PowerPay to process my credit card transactions. On Oct 4 I tried to process a credit card transaction for 420.00 and got an error message. I immediately called customer service to be sure this transaction was not going to process (Oct 4). The customer service rep I talked to said she did not see any transactions pending for my company in the system and that I should process the transaction again. I did process the transaction again after hanging up with the customer service rep. On Oct 7 I noticed that my bank account had been credited for 811.18 which would be the 2 420.00 transactions minus fees. Immediately upon noticing this I called customer service AGAIN to find out how to refund my customer for one of these transactions. I was told by the customer service rep that I needed to use the touch tone system to initiate the refund. I said ok and hung up with customer service and attempted to use the touch tone system to initiate the refund. Much to my surprise I got an error message that said I needed to contact customer service to initiate this refund. So I AGAIN contacted customer service to initiate the refund. On Oct 8 I went out of town and returned on Monday the 13th (which was a holiday) to find that I had a couple of voice mails about this refund. Immediately on Tuesday morning I AGAIN called customer service to speak to the individual who left the voice mails. I was told at that time that he did not see any pending notes for my account and that he must have gone ahead and processed this transaction. On Oct 21 the refund still had not processed out of my account I AGAIN called customer service to see what the issue was. I was put on hold for 25 minutes before I hung up and searched ****** for the number for my local PowerPay office. When I tried to call their number I was put thru to an answering service who took my message which included my cell phone # and still I have never received a call from them. Later that same afternoon I called PowerPay corporate office and I did manage to speak to someone who stayed on the phone with me the entire time while tracking down the person who was supposed to process the refund. They did eventually find him and they did finally figure out what the problem was with this refund and did get it corrected. On Oct 23 a transaction processed out of my checking account for this refund of 420.00 plus a fee of 14.41. On Oct 27 I called customer service AGAIN to request a refund for that charge and to get the paperwork to cancel my account with PowerPay. At that time the customer service agent said all she could do about the refund would be to pass along a note to a supervisor and maybe someone would contact me. She also e-mailed me the cancellation paperwork. I immediately filled that out and faxed it back. That was Oct 27. When I got to work on November 1 I got notice that indeed my account has been cancelled. Since I had not heard anything back about my refund I initiated a bbb complaint and Tuesday PowerPay agreed to give me the refund of 14.41 for the cost of the refund. You can imagine my surprise when I found a charge on Nov 4 from PowerPay for 21.42 on my account. I immediately called customer service AGAIN to see what these charges were from. The said they were for my monthly charge plus the fees associated with the 3 transactions I had made in Oct. I told the customer service rep that I wanted a refund for those charges and she put me on hold to consult with her supervisor. She came back on the line to tell me that since the three transactions were spread over a period of time that there was nothing they could do, they would not even be able to initiate the refund process.

Desired Settlement: I would like a refund of the 21.42 for the month of Oct fees. Two of these transactions were a direct result of contacting customer service. The third one, which upsets me the most should never have occurred. I was specifically told I needed to initiate the refund process thru the touch tone system and they knew full well when they told me that that this transaction exceeded the amount allowed by the touch tone system so not only did they waste my time, they deliberately had me call that system so they could get the fees associated with me calling it in and being told to AGAIN call customer service because the amount exceeded the limits of the touch tone system for refunds. I am so disgusted with this company that mere words cannot explain. Never in my adult business life have I been made to feel so awful.

Business Response: A refund of $21.42 has been initiated. The $21.42 does not reflect fees associated with the error of the transactions in question. The fees are for the monthly fees of the account.  Understanding the problems that occurred and the account is now closed we have approved this refund.

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ******* ****

11/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been a customer for 22 months.. I have not processes a single cc with them since we have began using them. the account we opened and the online business we opened was not successfull. They have been good to allow us to put the account on hold two times. They have charged us $67 or so the majority of those months. I was unaware of the cancellation fee. Today, I was told there is a $250 fee for cancellation or I can wait 60 days,, have three more changes and then have no cancellation fee. (the billing cycle would include three charges if my calculations are correct) . The customer service person was not at all sympathetic. I don't mind the cost I do mind the way I was handled. As a matter of fact, I could have been influenced if the customer service person was more inviting and understanding. Very impersonal. VERY.. Amazing how we do business with corps that have this type of policy.. really.. No wonder Stipe and Square are doing so well.. NO HASSLE.. gee I ask four times to speak to a supervisor. She refused. I felt she was very unethical to say "I have all the answers" when in fact all I needed was to have someone hear me out.. She refused..

Desired Settlement: I was told there are NEVER refunds.. I was told under three years there is a $250 cancellation fee. I need a refund of the last three months - please and no cancellation fee. Seems like customer service does not know how to be nice.

Business Response: We apologize for the service received. Understanding the merchant's online business was not successful the merchant account has been notated to assure no early termination fee will be billed and the merchant can close at anytime without penalty.

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  I have faxed a document requesting that the account be closed in 60 days. Please modify that to close immediately Regards, ****** *****

11/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was using PowerPay to process my credit card transactions by phone. On Oct 3 I processed a transaction and got an error message. I immediately called the customer service line and was told that they did not show any recent transactions on my account so I should go ahead and process it again. I hung up with them and processed the transaction successfully the second time. On October 7th I noticed that my checking account had been credited for the two transactions and immediately called the customer service line again to get one of them reversed. I was told I needed to use the telephone system to do a refund. I hung up and proceeded to call the 800 # to process the refund transaction. Much to my surprise the telephone transaction told me I would indeed need to call customer service to process this transaction. So, I again called customer service to process this transaction. They did indeed process the refund transaction (that was what I was told). I had to go out of town on business on Oct 8 and did not return until Oct 13. When I returned I had two voice mails from the refund transaction company (this service is subbed out by PowerPay to an external service) and so when I got the voice mails I immediately returned his call. At that point I was told that he did not see any notes in his system about me so he must have processed the transaction. Monday Oct 20 was a holiday so Tuesday Oct 21 when the transaction still did not show debited from my account I again called customer service and this time was put on hold for 25 minutes until I hung up. At that point I tried to call my local PowerPay office and was routed to an answering service. By this time I was quite upset and I asked them to please have someone call me on my cell. Still have never received a call from them. Later in the afternoon of Oct 21 I called the corporate office and was very upset on the phone with the woman who answered and she assured me that she would help me get this sorted out straight away. It took another half an hour or so but she did indeed get it straightened out and got the refund processed for my customer. When the debit finally came out of my account I was quite shocked to find that they again charged me a transaction fee.

Desired Settlement: If I had gone ahead and processed the original transaction on my own without calling customer service I would not be filling out this form. But, since I called customer service and the checked to see if a transaction had processed before they told me to go ahead and put it thru again either they deliberately wanted to charge me twice for this transaction or their system is not very good. Either way since I went out of my way to call and check with them before I proceeded I should not have been charged for the refund process that took more than two weeks and several calls to get processed so I would like a refund for the amount I was charged for them to process the refund to my customer.

Business Response: We apologize for the service this merchant received.  This merchant has been a long time customer with no issue.  A refund request for $14.41 has been initiated and should be credited to account by end of week.  We would like to take this opportunity to discuss the account and would like another opportunity to the service account.

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ******* ****

11/3/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Please refer to the initial complaint i made on 8/17/2014, the issue has not been resolved and although it appears the charge has stopped at August 2014, however i have yet to received any settlement stated from those months i was charged for since March 2014 ID:******* 3/4 $45.95 4/2 $82.16 5/2 $49.89 ID:****098 5/2 $47.95 6/3 $47.95 7/2 $47.95 8/4 $47.95

Desired Settlement: I want credit back on all charges for the months which i didn't use them since March 2014 for Merchant ID:******* 3/4 $45.95 4/2 $82.16 5/2 $49.89 and this Merchant ID:******* 5/2 $47.95 6/3 $47.95 7/2 $47.95 8/4 $47.95

Business Response: The merchant has access to his electronic statements and we show he has created a user ID. If he is unsure how to access or needs copies of statements please call into customer service.   For account ending in 098 a credit of $191.68 was issued  in August and should reflect in customer’s checking account on or around 08/26/14. No other refund is due on this account. For account ending in 880, merchant is not due a refund as account was opened in February and he processed over $5300 in sales in  March and April . His application was approved January 27, 2014 and was open and ready for his action on that date.

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint #********. Please add your rejection comments below.  The company response is false, the account ending *** had never processed any transaction, and the other *** was the only one used to process transaction. I have attached two screen shots of my bank dating back in October 2013 and to April 2014 was using one account (***) to process all transaction, *** was never completed to be in action, apparently they made the mistake and i'm paying for the fees all along. Although they issued refund for the *** on 8/26/2014 only when i filed the complaint, but *** stopped processing since April 02 2014 after the fact that they hold my money for months due to incomplete account setup?? Which account? The *** has been using forever, why isn't it completed setting up? Since i received refund for the account ending *** since i stopped using them from April, but i have not received any fees was charged for the never-in-used account ending *** (3/4/2014 $45.95, 4/2/2014 $82.16, 5/2/2014 $49.89). Luckily i have referred them to a couple of business friends back then but i'm glad they didn't setup an account with PowerPay, otherwise i'll be kicking myself for spreading a very nasty disease Regards, *** ****  

Business Response: I have attached the Monthly statements for account ending in ***. If you review the statement you can see the daily batch activity on the account in question.  Merchant contradicts himself by first saying :" The company response is false, the account ending *** had never processed any transaction"  then stating :" but *** stopped processing since April 02 2014."
 I have also attached the original approval letter – it clearly states the account is approved and that funds would not settle to account until all requested information was received.
Both accounts are closed and any appropriate refund was provided.

9/30/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My name is ***** ***** and I am the CEO of ****** ****** **** We are a eCommerce store business that sells product and services off our website. on 09/13/2014 i was informed by (powerpay.com /e-onilnedata) that sales i had processed for my clients were to be put on hold as they review my account. Now that is fine they can review my account and do the job they need to. Because they decided to hold FUNDS this means they are holding money paid to my by my customers. The holding took long which means we could not ship customer products, so we were with a dilema here. What is important here is that i called my customers to inform them of the situation As a result we agreed with several customers that i will issue them a full refund. We later on that day refunded all customer as promised. THE issue arose when power-pay decided to DEBIT my business BANK account the refund amount. INSTEAD OF REFUNDING my customers from the FUNDS THEY ORIGINALLY HELD. Now logically speaking, the customers are supposed to get there money back, not get our money as the refund. Also, they are currently holding $9600 of our total sales. We spoke to powerpay/e-onlinedata on the situation, and they clearly stated that there is nothing we can do until the review starts, which is on the 20th of October. They could not even promise us, that they would repay the lose taken. This unexpected loss, has caused multiple collateral damage, due to business funds being taken directly from our account. Our past business has been affected, and so will our future business if we do not solve this problem soon. As we speak, our account is currently overdrawn due to the unexpected withdrawal. Please help me.

Desired Settlement: A refund of $10,000 for the $5000 loss, and collateral damage.

Business Response: ***** ***** was originally approved for a merchant account with a monthly limit of $8,000. During the underwriting process, Mr. ***** processed over this limit, so a discussion was had about what type of volume we would allow. It was agreed that we would allow $20,000/month, but due to Mr. ***** not being able to provide bank statements to support more volume, we could not allow more volume to start. When the underwriting process was finished, Mr. ***** had processed over $15,000 in less than one week and had also processed $4,500 in returns. Since we were holding all the funds, we did not allow the debits for the refunds to hit Mr. *****’s bank. There was never an attempt to debit funds from Mr *****’s bank, and we returned the funds we had on hold to the cardholders. Because of our concerns with the account, we decided to close the account and advised Mr. ***** that we could review to release funds in 30 days.   

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below.  I am amazed at how Powerpay/e-onlinedata has the audacity to lie like that, in the 21st century when we have all the paper work to prove everything. I have attached a screen shot of the account activity, showing that they debited our account all the refunds made, which was a total of $4,503. 2 of the debits were from ******** ******* account, and one of them was directly from Powerpay/ e-online data. You can see clearly, that the debits do, in fact, exist and what they are saying is false. Also, we had a conversation with a representative who clearly informed us that our account is debited all the refunds because they have the funds on hold. He said all the transaction we made, are still on hold, and will be on hold until they review our case on Oct 20th. I have also attached a document showing all the transactions that we have done with this organization. Regards, ***** *****    

Business Response:

We did not debit the merchant’s checking account.  The withdrawal from the merchant’s account appears to be from Global Payments and is not a descriptor used by PowerPay  for ACH transactions.  We would like to work with the merchant to determine the source of the debit. One of our Risk Analyst will try to contact the merchant .

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below.  I have been waiting for a call or an email from Power pay/ e online and still have not received anything. I also received complaints from customer, saying that they have not received their refunds yet. PLEASE, come up with a solution ASAP, because this is literally ruining our business. This has set as back dramatically and we just want a solution. PLEASE stop stalling because the facts are there, I have provided evidence and I don't see why this issue is still affecting my business. Even though you say that the charges on our account are not from your bank account, those charges are the exact same amount as the refunds we made. So PLEASE, let us just get this over with so we can get back to business. Regards, ***** *****    

9/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: i have been charged on my website many fraud activity,we werent advised that in case of declined transaction we will be charged, we had one sale od $30 we been charged $164.38 in fees, thats a ripp off.

Desired Settlement: money back to the account.

Business Response: We have approved a refund of $70.00 which is 50% of the fee incurred.  The merchant is charged for each transaction and  even though the transaction declined,  a fee is assessed by the authorization center thus the merchant is also charged.   Unfortunately this type of activity does cause expense on both sides and we are willing to assist the merchant by providing the $70.00 credit on the September processing statement.

9/2/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In or about October 2010 I filled out an application with Powerpay to be able to transact payments through a website I was creating. My application was approved and I was told that my website needed to be constructed and reviewed before I was able to start accepting any payments. They had to review and approve my sales channel first. I never set my site up, and never attempted to activate my merchant accounts with Powerpay. Nevertheless, they started charging/debiting my checking accounts which I did not notice for a long time. By the time I noticed in January of 2012, they had already deducted close to $1000. At that time I demanded that they cease charging me and thought everything was fine, but was told I could not get any of my money back. It's my own fault that I did not notice that they CONTINUED to debit my account for around $65/month. I was NOT using the service at all, NEVER did but they still kept charging me a monthly fee up until July of 2014 when I was finally able to get someone to help me permanently close the account. She confirmed that they had deducted a total of $2,870.90 (no I am NOT kidding), but she would only be able to refund me the last 3 months charges of $200.85 which they did. LET THIS BE A WARNING.. Apparently they do not need to provide you ANY service in order to charge you a monthly fee, and they don't care, they will keep your money and don't seem to care if you threaten to sue them.. I never processed ONE payment, NEVER set up the website, the gateway, or ANYTHING, but they kept almost $3000 of my money.. BE AWARE !!!!!!!

Desired Settlement: I want my money back, period. They never provided me a service, or a product, how arrogant can a business be to keep your money and claim that you have no recourse "just because" they can?

Business Response: The merchant entered into an agreement for Electronic payment processing.  We advised of the approval of the account and we set up the systems necessary for the merchant to process.   We did state that the billing and monthly fees were effective the date of the approval. He was notified that his funds would remain in reserve until  we could confirm that his website was in compliance with ** and **** regulations.   It is the merchant’s responsibility to notify us in writing of the intent to close the account which he did on July 28, 2014.  Out of good faith we provided a refund worth of 3 months fees.  The merchant is still liable for fees on the account as the account was open and available for his use. The Service was provided however the merchant chose not to use it.

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below.  This business cannot possibly defend taking close to $3,000 from me when they specifically stated that the servicethey were going to provide was subject to approving a website/gateway that they never approved. It's hogwash, pure andsimple, and they just don't want to do the right thing. They did not extend any service to me, they did not incur a cost ofany sort servicing me and they never processed as single payment. Their canned corporate reply is not sufficient and theirlack of empathy for my situation and the amount of money they sucked out of my account containing my hard earnedwages is inhumane and disrespectful. I am not going to accept their pre-written corporate form letters. Regards, ***** ******  

Business Response: THe service was provided and the merchant did not take action to utilize the account. Merchant was in contact with us and stated he wanted the account.  The Approval notification reads: The merchant account has been placed on 100% reserve until the above requirements are met.Funds will not settle to your bank account until the requested information has beenreceived and reviewed. You will receive a follow- up email with instructions on how to proceed, including your gateway IDnumber and a link where you will obtain your login ID and Temporary Password for your paymentgateway.Your merchant account has been added to the billing system and monthly fees are effective as oftoday. Utilization of merchant account constitutes acceptance of the terms of the merchant processing.Service was provided however the merchant chose not to process and chose not to contact us until recently.

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below.  This company acknowledged that they have record of me contacting them as early as January of 2012, which I did, but they do not acknowledge that I wanted to cancel. Instead, they kept charging my bank account, in spite of me NEVER using their gateway or service, and now claim I was aware the entire time. They throw all common sense out the window and want to believe their own story that a person of mediocre means like myself, would gladly spend almost $3,000 in return for NOTHING. The fact that they keep replying and defending this position is only adding fuel to the flames and is raising a strong desire in me to consult a lawyer and scream atop every social media mountaintop about my experience.They are choosing NOT to do the right thing, that is becoming clear to me. Regards, ***** ******  

8/30/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had a previous complaint saying that these guys were quiet before processing $4000. Then, once processed, not only that they did not pay me, but they offered to issue a refund from my own pocket, while the bank "would keep it for the risk purposes". After a complaint they removed the fees and it became possible to issue refund without the risk. So now, the review process should have taken on 8/11/2014. Today is 8/13/2014 - everyone is quiet and not responding anymore to me. There is around $918.00 held. I am attaching the copies from their website of the total amount, and showing no chargebacks whatsoever. Right now, the ******* networks are highly electronic, meaning if something happened, it would give the chargeback or a retrieval request immediately. At this point I have none. From my ****** processing history - I also had no chargebacks at all in over a year. So please, BBB, help me out again dealing with this thievery. I am wondering, if they are going to pay me the late fees of $36.00 per day, just like what the banks do?

Desired Settlement: I want my funds. How much longer can they make money with it?

Business Response: Funds on reserve were released on 08/13/2014. As indicated to merchant  on 7/30 the review would  occur on 08/12. After review the funds were released via the ACH process. Funds should be present in DDA on 08/14 or 08/15.

8/17/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I was introduced by a local agent and been using PowerPay for at least past two years without any major issue, then our company made changes to business entity and that's when the real nasty ugly face of this organization reveals. At first the said will have to close my current account prior to open a new one and they will handle that when processing the new application at the same time (apparently they did NOT and i was unknowingly charged monthly fee for neglecting it). If you have ever submit an digital application form, you'd know there are at least 2-3 places where you need to sign and click submit in order to authorize the application, well in my case it wasn't so, when i realized there are some area with fine prints and different fees in the application i've decided to stop signing the form and never submitted it because i wanted to verify with my agent first,and guess what next day i received an email saying "Congratulations! The application for your PowerPay merchant account is Approved, yay!!! " Obviously it shocked me because i didn't submit the application, yet they approve it whatever that suits them,even without my signature and consent. Anyways i thought that's fine maybe they're trying to expedite my case so i've moved on to submit other paperwork they requested and BOOM they've stunted me yet again with lame excuses that my bank statement & check are insufficient, bank letter is invalid, IRS SS-4 form missing this and that and after two long weeks of arguing back and forth with them, i totally fed up and screw it i'll look for someone else to process my money, at this point i've just come to a sense that this company is clearly wants you to jump through hoops and holes because it is run by bunch of dishonesty. However, they're not done with me because during the process of new account, i had 2 solid months of funds get held because my business still running and processing card payment, silly me i know i shouldn't have done that now looking back, all the money gets stuck in their bank and long story short, after 3 plus months after phone call and given me excuses & lies since i submitted the termination form they eventually released fund back to my bank Now go back to my first older account that i thought they helped me to close it, well they didn't so i've been charge about $50 each month for a few months now, and i have to again submit termination request and going to fight to get my charges reversed. All i wish was to see their ratings, perhaps these ratings did not exist when i first open my account with them but now i've moved on and been happy with my new merchant Payline Data (don't take my word for it, do your due diligence), at least their application process was simple and their staff are much more human friendly then people at PowerPay whom are rude and unwelcoming

Desired Settlement: I want credit back on all charges for the months which i didn't use them since March 2014 ID:****880 3/4 $45.95 4/2 $82.16 5/2 $49.89 ID:****098 5/2 $47.95 6/3 $47.95 7/2 $47.95 8/4 $47.95

Business Response: We do apologize for the miscommunication. The old account should have been closed when the new account was opened.  However the old account had processing up through March therefore we will refund monthly fees $47.95/ month  from April through July  as no processing occurred on this account during this time frame.  The new account has been closed.  When the application is received we do begin the underwriting process and advise the merchant at time of approval that the account will remain on reserve until all documents are received however the merchant account is set up and the account is ready to be used.  THe merchant did utilize the new account and thus no refund is due on this account.

8/5/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The company supposedly approved an account in my company name. The only thing I have ever signed, which was an electronic signature, was an application. Nowhere on that application did I agree to pay any fees if I happened to be approved as I had applied with a few merchant processors. I never signed a contract agreeing to the fees. Once approved, I never moved forward with using the company or the processor, and never once processed a transaction or was in contact with this company. It has recently come to my attention that the company continued to bill my account $36.95 per month for nearly two years on my never activated account. This is extremely deceitful business practices, should be and might be illegal, and this company should be stopped from ripping off more small businesses.

Desired Settlement: I would like a full refund of $893.95

Business Response: The above merchant executed an agreement for Merchant processing on 07/17/2012. The account was approved on 07/18/2012 and merchant was provided notification of approval.  If the merchant did not want the service we should have been notified immediately. We have provided the necessary services should the merchant process transactions.  The merchant signed an agreement and should review section 8 of the terms and agreement which states: 8. Fees and Other Amounts Owed *** and Bank. A. Fees and Taxes. You will pay *** fees for services, forms and equipment in accordance with the rates set forth on the Application.

Refund is not applicable as the service was ready for his use. \This  was not a deceptive practice as the merchant signed and agreed to the terms.  We will close the account immediately and cease all future billing.

Consumer Response:

 

The last email I received from *** ***** states clearly "there were still documents needed to finalize the account". That was dated 7/11/14 just 3 days ago. She admits the account was never finalized and the document sent on 7/18/12 states that the account is on "100% reserve until above requirements are met" it is even in bold letters. I never provided or met the requirements as I had no  intention of moving forward. Now 100% means 100% and if the account is on 100% reserve, no charges should be made to my account. Why does power pay feel they are entitled to my hard earned money when by their own admission, they never did a single thing with my account. 

Regards,

 

 

 

Business Response: On July 18, 2012 at 5:12PM, Mr ***** received an email that stated: " Congratulations! Your Application  for your PowerPay Merchant Account is Approved based on the following terms and conditions. Your file as been forwarded to our Deployment Team for Activation."   The approval email further states: " Your merchant account as been added to the billing system and monthly fees are effective today".   The email also states that to finalize the  file we needed documentation on file  and until those were received " the merchant account has been placed on 100% reserve until the above requirements are met. Funds will not settle to your bank account  until the requested information has been received and reviewed."  " this email and approval of your merchant account serves as written authorization for the future delivery of products/ services pursuant to section 5.F of the Merchant Processing Agreement."

This merchant executed in an agreement, we provided the services necessary for the merchant to process electronic payments and thus payment for monthly services is applicable.  Merchant was provided electronic access to statements and was debited monthly for fees.  The merchant should have notified us within 30 days of receiving this information should he want the account closed. As stated prior the account is closed and billing discontinued.

Consumer Response:

 

So even with the clear admission that you agree my account was on 100% reserve and that you never fully approved it or did anything for me you still refuse my refund? Can I ask, when you guys started out, was your mission to help small business? Because what you are doing now is not helping at all, but completely taking advantage of and hurting small businesses. I know you cannot feel good about taking my money when you provided me nothing and you knew I wasn't using your services, the fact that I am a struggling small business, but you kept billing me instead of maybe reaching to ask if I had questions or why I hadn't used the account. At this point I feel that you guys are being completely unreasonable and I would ask that the BBB please provide some sort of solution, as clearly we are not going to come to an agreement and whoever I am dealing with here has no concern for anything other than your companies bottom line and how much money you can milk out of clients who are not even using your service.

Regards,

 

 

 

7/31/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I opened a merchant account with PowerPay a month ago or so. I explained to them the business model. Then underwriting asked for the statements and the screenshot of secured payment page showing SSL. Since I was in progress of setting everything up, and one or another client asked for the services in a meantime, I generated ************* gateway secure page invoice. The payments were successfully process, and services were rendered. No funds were released due to missing statements, but its not a big deal, since we dont have chargebacks anyway (based on a year of processing with ******) and I had funds for doing other things. Now, the ***** **** **** ****** lab was built, and the average amounts are much higher - 1 hour of equipment rental is $20-25 on average, and its all sold out for months. (******: **** **** ****** rack rental, check i****** - Rack rentals for **** ****** (sold out), - ********* for 7000 - also sold out). So I gave a call to the bank advising that larger volume of the transactions will hit and if its not OK or OK give me a call. They did not call for few days, so I assumed I am good to go. I advised customer to make a payment. 2 days later a call from the bank, saying I would have to refund $4000 back they cant process. So I tried to discuss the Verified by Visa/MasterCard SecureCode implementation (online payment validation by PIN and Visa/MasterCard blocks "fraud" , "does not remember" reason code claims), + adding a scanned copy of DL and the card. if that would help. They said they cant do it, however, risk department advised them that they want to keep 4000$ as well. Saying because its international transaction which was so risky, they just want to keep it for at least a month. But for how long - noone knows. Even if I could provide all the details with cardholder signature and copies. If I issued $4000 refunds - they would take it from my account, and still would try to keep $4000. Its completely not fair. If the guy would go to the store get all the merchandise this way, and say that he will pay some day. He would end up on *** as a dumbest robber. But in here its "OK". Please help me with the funds being credited back accordingly. The customer is willing to pay by Wire Transfer and within 2 days. Why would i want to let the bank make money, while I could make money on my own?

Desired Settlement: I want to credit $4000 back and pay no fee. Their miscommunication should not be my problem. Other funds should be released as well. They should have advised before approving the merchant application, instead of agreeing with everything and closing down the moment more money hit them.

Business Response:

Our Loss Prevention department has communicated with the merchant. It was advised that a transaction reversal was initiated on 07/29 and explained the reason for closing of the account and reserve of funds. It was advised the account would be reviewed on 08/12.

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint #********. Please add your rejection comments below. 

Thank you for a quick resolution to this matter. I would also like PowerPay to remove the associated fees with $4000 transaction. I warned them, and Tina mentioned that they had it in the system, however no one called me back. So as a result, I assumed it was OK to process, the in the end we had to under go with the  reversals etc. If I had received a phone call saying NO, this would not have happened.


Other than that, I am fine to wait until the final review is completed, and I am also OK to fully cooperate to resolve all the outstanding issues.Regards,***** ********

Regards,

***** ********

 

 

Business Response: The Discount fees on the $4000.00 transaction has been removed and merchant will not be charge. We apologize for any miscommunication.

Consumer Response: Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

Regards,

***** ********

6/9/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I don't even know where to begin with my complaint, I have been on board with e on "lie" data since last year and didn't official use them as my primary merchant until December of 2013 then they come up with this 10% reserve (which is really higher about 13-15% per transaction) nonsense for every transaction, even will still paying their ridiculous monthly fee . I was initially told that the reserve hold will be be for 5 months then suddenly they decide to close my account without my knowledge before my reserve is due to be released. Out of this time period of using them as my merchant I have received 2 chargebacks one which was fraudulent unfortunately, and one other which is not legitimate. I have only received one formal piece of mail in regards to these two chargebacks so I can't even say for sure the other chargeback is even legitimate. It wasn't until I called them that it was explained to me they made the decision to close my account after numerous customers complained that they were not able to checkout out through my website. Not once did they reach out to me and because of their failure to reach out to me I have suffered loss of income, slander, and lastly threats . I have called on numerous occasions only to be given the run around and be told lies by the two individuals in their so called loss prevention department never given any sort of resolution and continuously told that they are looking in to it (releasing my funds in my reserve). Now I would more than anything like e on "lie" data/power pay or which ever name they are going by today to make a resolution by releasing my all of funds in that reserve as I was promised initially and not continuously being lied to because I've truly run out of patience with them. This is a great deal of abuse of power, shady business practices, and dishonesty.

Desired Settlement: I would like them to honor their words to me, by email and over phone and ALL release my money in the reserve as soon as possible because I've honestly grown tired of the dishonesty, shady business practices, abuse of power and this back game and forth with them.

Business Response: Merchant opened account in September 2013.  Due to insufficient funds in the bank account on file, their monthly fees rejected in November 2013, which is a violation of their merchant agreement.  The merchant account was temporarily de-activated due to the negative balance, and then re-activated once payment was made in December 2013.   In January 2014, fees once again rejected from the bank account on file due to insufficient funds.   The merchant account was again de-activated due to the negative balance.  Payment was made in February 2014, and the merchant account was re-activated.  In March 2014, merchant received their first chargeback totaling $975.28 which was covered by their bank account on file.  By receiving this chargeback, they reached a chargeback ratio of 9%, which is well over the 1% ratio we expect to keep the account in good standing and to avoid violating Visa/Mastercard regulations.   In April 2014, merchant received another chargeback totaling $480 which rejected from their bank account on file due to insufficient funds, another violation of their merchant agreement.  Due to several risk issues, the Loss Prevention department de-activated the merchant account pending further review.  At this point in time, they had a 12.8% chargeback ratio for the month, and a 7.3% chargeback ratio for the year, well over the 1% ratio needed to keep the account in good standing.  Due to the high chargeback ratio, 3 insufficient fund rejects, low bank balances and poor credit history, we closed their merchant account due to excessive risk issues.   After the account was closed, the merchant received 4 additional chargebacks for non-receipt of merchandise totaling $2,420 in May.  Due to the long history of risk issues, we collected some of the merchants processing between February and April, which is being held in a reserve account to cover  potential ACH rejects from their bank.  These reserve funds which total $2,379.22 are being held until there is no further chargeback exposure on the account.  Per the merchant agreement, we are able to hold these funds up to 270 days after the merchant account is closed.  The account has been closed since 4/17/14, and chargebacks continue to be initiated by their customers.  We will continue to review the account every 30 days to release funds from the reserve.  It is not our intent to withhold these funds permanently, however we cannot release them to the merchant until we know that there is no more risk for chargebacks which could very well reject once again from the bank account on file.    

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I have read their response and it's entirety, I have several issues here. Firstly they are stating that I've received a totality of 6 charge backs which is a straight out lie. To my knowledge I have received only two chargebacks in the amount of 970.28 and 480 and I have only received only one formal type of communication by mail with supporting details about the chargeback for one of the chargebacks which end up being fraudulent which I confirmed after the fact that I had won the chargeback by submitting evidence that the goods were shipped and signed for by the buyer, the second chargeback amounting to 480 customer is stating they received a damaged bag which makes no sense to me. From that time period of the second chargeback I've been in contact with the e online data and up till this point I've not had any other chargeback so this claim that they making is COMPLETELY FALSE and I do not appreciate they lie at all. Secondly they claim that they started withholding portions of the transactions to put into my reserve when it clearly states on contract only 10% of each transaction will be held in reserve after doing the math you guys end up taking more than 10% percent from each transaction and ends up being more like 12-15% per transaction I was never contacted by anyone to inform me of this and I find it to be a very shady business practice . I want to see the receipts I want proof of this imaginary 2420.00 in chargebacks because till today I've only gotten two.I have been patient and forthcoming and I really hate being lie to and lied on, all this could have been prevented if the gentleman in loss prevention didn't lie to me about coming to a resolution about the first chargeback which I won, and later the cardholder filed another chargback for same amount stated it wasn't an authorized charge so I the amount which hadn't even been received back in to account take back again. I called seeking a resolutions and was told that the same amount can be taken out of the reserve and released to me but no it was a complete lie now I feel cheated and lied to so I had to take this route since you guys do not want to reason with me.I want the following:1) I want to see this claim of 4 excess charge backs, I want to know the last four digits of the customer card number.2) I want the amount which was debited from the account on file in amount of 970.28, along with rest of my money in the reserve.3) I want you all to be straight up and stop beating around the bush with me and take account of your dubious actions.    

Business Response: The original two chargebacks were for $480 and $975.28. However, the merchant has since received 4 new chargebacks for merchandise not received. These chargebacks are from transactions processed in March and April. We have emailed all of the chargeback information to the merchant. This information includes the last 4 digits on the cards and the case numbers as requested.   The 10% reserve was agreed upon barring there are no risk issues such as chargebacks and/or NSF rejects. The merchant has received chargebacks and NSF rejects on this account.  The 10% reserve is separate from the processing fees on the account.  Processing fees can fluctuate based on the type of transactions processed or even the type of card used.  Per the merchant agreement, we have the right to hold funds in reserve if we deem necessary. Because we are still receiving chargebacks, we are unable to release any funds at this time. The reserve will be reviewed on the 17th of every month.   

5/10/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: 1. PowerPay has held significant amount of funds (more than USD 130,000) from my company transactions for more than 180 days money that has been held in a reserve account and has not been released even after an year.Even after my repeated requests these funds were not released. 2. In addition PowerPay has not refunded significant amounts to my company that my company has already refunded to its customer.This way my company is double charged as they are withdrawn both as a charge-back and a refund. These funds were supposed to be released after a maximum holding period of 45 days and it has been more than few months and they have not been released. 3. Power-Pay has not released any funds on those charge-backs that were reversed these also amount to a few thousand dollars 4. Powerpay is accepting charge-backs that are requested after 90 days (Master Car/Visa refund policy stipulates 90 days refund policy). These actions In addition to the fact that account was closed without warning has caused significant damage to my company both in reputation and in monetary losses. The funds have already been held I would request you to release the funds held by your organization for over 180 days immediately without further delay I feel that holding my funds for 180 days for a non-fraudulent violation of Itransact/Powerpay’s Acceptable Use Policy is excessive, and perhaps a punitive abuse of power. I have also filed complaints with the Attorney General's office, the federal reserve and would proceed with legal action if this is not resolved asap I understand Powerpay’s need for holding funds for credit card charge-back purpose. I feel that any reasonable person would conclude that holding my entire balance for 180 days is excessive and my be viewed by some as punitive or as already stated, an unnecessary abuse of power and perhaps even contrary to the laws of some states. That being said I have no problem with, and agree to leaving a balance of $5000 for credit card charge-back purposes for the duration of the 180 days. I feel that this is a fair resolution while still leaving Powerpay with the means to charge back any future credit card disputes to my account. Visa and Mastercard rules limit refunds to 90 days and Powerpay has been in violation of the rules in accepting refunds sometime even after 6 months of the transactions.

Desired Settlement: Please release funds that are held in your account including USD 130,000 in reserves, chargebacks that were reversed, all chargebacks that were refunded by us. I agree to leaving a balance of $5000 for credit card charge-back purposes for the duration of the 180 days

Business Response: A-Techsupport was a computer tech support account approved to process $50,000.00 a month with a 5% reserve. Within three months of approval the merchant received an ach reject due to a chargeback on the account. At that time the merchants reserve was increased to 10%. The decision to close the merchant account was made in January 2014 due to a cb ratio increasing to 19%. Once the account was closed the merchant began to receive ach rejects due to insufficient funds. Per the merchant agreement signed by the merchant, we can hold the funds up to 270 days from the date of the last chargeback or reject. The Chargebacks have been debited directly from the reserve account since March 17th 2014. Furthermore, the ability to chargeback is not based on a 90 day window. Because the merchant was accepting payments for contracts over 1 year, the timeframe a customer has to chargeback is at least a year. We will release 20k this week and review again on May 15th. We will need confirmation the account on file is open and active prior to making any release.  
 

5/8/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I called seeking information about this company and its services. They asked me for my business information and I sent it in, not knowing I was agreeing to any type of contract. They then billed me $73 and reported to a collection agency for services I never received or wanted.

Desired Settlement: I would like them to remove this from my credit report.

Business Response: This business signed and submitted a merchant application to Commerce Payments for merchant processing on Feb 6, 2013. On Tuesday February 12th at 11:57 AM  The merchant was informed that the application was approved, the account was added to the billing system and fees were effective immediately. The Ecommerce Gateway was set up and the merchant was provided the ability to utilize the payment system.  If the customer did not want the account he should have notified us upon receipt of the approval. The  merchant monthly fees were returned to us for NSF in April 2013 (March Fees).  This merchant did not respond to our Collection attempt and thus the account was closed and sent to a collection agency. The merchant defaulted on the terms and agreements of the signed contract and therefore owes the amount due. Once the amount is paid the collection agency will remove from the credit report.  Please note that PowerPay is the  merchant processor for Commerce Payment.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.    

Business Response: The business is stating that the information does not satisfy or resolve his issues.  Unfortunately the merchant entered into an agreement and defaulted on this agreement.    We will be able to resolve the collection and credit bureau statement once the merchant satisfies the agreement. We refer the merchant to the signed agreement he sent to us as well as the approval email that was sent to him.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

We did not sign an agreement for services.  We simply filled out an application.  We were never notified that we would be billed for sending an application in. We NEVER used your services.    

4/16/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: A recent review of my credit report revealed a $77.00 unpaid charge due from a company called Power Pay. I don't recall ever making a purchase from Power Pay.

Desired Settlement: Since this is not a valid claim on my personal credit report, I want the charge removed from my personal credit report immediately.

Business Response: The amount due is not for a purchase from PowerPay but for fees owed to the merchant account. This merchant opened an account via Authroize.net on 04/16/2013 and we have a signed executed copy of the merchant agreement. For questions regarding this  amount we request the merchant contact the collections agency.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Since this is the first time I've heard about a fee owed to Authorize.Net, send a copy of the signed agreement and the collection agency contact info to the email address provided.    

Business Response: THe contract and contact for the collection agency was emailed to merchant today at 8:34 AM EST.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Payment was made with the agreement that the negative entry on my credit report would be removed.  Once the negative entry is confirmed, the resolution will be accepted.    

4/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am a small business that was just robbed by these thieves. They opened an account. Charged me fees and then when I received payments, said they have to hold them for 30 days. After 30 days, they tell you upon further review they have to hold them up to 240 days! SCUM THIEVES. THIS IS WHY BUSINESS IN AMERICA IS FAILING!!!! You steal from the poor and smile while doing it.

Desired Settlement: Refund all my fees I paid your company - refund any questionable transactions and send me the remaining amount.

Business Response: This account  was approved on 12/17/2013. The monthly fees in January and February rejected from the bank account due to insufficient funds. At the end of Feb the merchant supplied PowerPay with a new bank account. However, the monthly fees in March still rejected. At this time we closed the account.  We are currently holding $322.86 in reserve. The account will be reviewed on April 15th. If there are no concerns at that time the funds will be released in full.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

This business has a reputation for stealing. You can not find one review of a satisfied customer. I will be forwarding this complaint to all regulatory agencies to review the illegal practices. Once I receive my refund, I will cease all actions against these criminals. My suggestion to you as that you pay me to go away. I am not your average joe - you picked on the wrong kid! I will continue to recover my losses and will not exhaust any opportunity.The withdrawls that they attempted to make from my account were not attempted. Someone in your office must have entered something wrong, because no fees came out of any of my account - nor were they ever attempted. I have 25 vendors that take fees out with no problems - just you. I find all over the internet that your company will find any reason to hold a customers money. I was running $25 transactions and you considered it "high risk". That was your excuse to steal my money. The next thing I will hear is that there will be fees deducted from my balance. If I did business like your company does, I will would be in prison for grand theft larceny. You have to stop stealing. My next call is the attorney general. Deposit my money within 24 hours or I will continue my quest.I WILL NOT GO AWAY - GIVE ME THE MONEY I WORKED HARD TO EARN. YOU ARE STEALING. DO THE RIGHT THING AND SEND ME MY PAYMENT NOW! 

Business Response: Pursuant to our merchant processing agreement with this merchant, we are permitted to withdraw funds from the merchant’s bank account on a monthly basis using ACH transfers for payment of fees.  The ACH transfer of funds from this merchant’s bank account failed for three consecutive months and so, according to our loss prevention policies and in accordance with our merchant processing agreement, we closed the merchant’s processing account.  We are in the process of reviewing the merchant’s processing history and intend to promptly return any funds owing to merchant, less any fees payable to us or any reserves, in each case in accordance with the terms of the merchant processing agreement.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Please return our funds today. Your company is well known for taking their time and using the "term and conditions" to steal money. This is not my opinion, but the opinion of everyone that has written a review about your company. I can not understand how the BBB gives you accreditation considering your company has a long history of fraud.If this is not resolved through the BBB, I will take this to small claims court - which you will not show up to and I will win by default.Do the right thing and return my money today. 

4/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: It was my understanding that I was seeking approval to use the credit card processing service. I received several calls from "Merchant Services" and told them I did not wish to use their service. They decided to charge my account $36.95 anyhow and pretend that since I inquired, they proceeded to charge me for services I repeatedly declined. When I called the 800 number on the charge, "EVO" than transferred me to Power Pay. This all just seems like such a scam. My account number that I asked them to close was ************

Desired Settlement: Refund the $36.95 and the overdraft fee of $36 if my bank refuses to. Don't charge my account for services again and don't charge for closing the account.

Business Response: It does not appear that Mr ******* was just requesting information regarding our services as we have a signed ( executed) copy of the merchant application agreeing to the terms and rates of the account.  We set up the account per his application and request which is why the client was assessed monthly fees.  We will close the account per his request however the monthly fees are applicable as we have an executed agreement on file.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I was applying for services.  I did not agree to a monthly fee and did not want this service.  They called me repeatedly and I asked them to quit bugging me.  This is just an internet scam and they know it.  I never processed any payments through them.

Business Response: On February 18, 2014 the said merchant account was approved and an approval email was sent. The email clearly indicated account is approved, added to the billing system  and that monthly fees were effective immediately.  The merchant applied for a merchant account, signed the merchant agreement agreeing to all terms and conditions which includes the rates and fees, he was provided an approval letter and was advised fees effective immediately. IF the merchant did not want the account he should have reached out to us at the receipt of the approval letter to cancel. We set the account up so the merchant could accept payments. It was his choice that he had not used the account as it was made available. The account is closed and no further monthly fees will be assessed.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

What you are claiming transpired is partly true.  Your contract is very unclear as to what the fees are and I never intended to pay monthly fees.  I wanted to and expected to pay a percentage of each transaction.  You were never authorized to draw a monthly fee as determined by you and in fact when you called me I told you specifically that I did not want to proceed with your service.  Yes I applied.  No I did not authorize or intend to authorize a monthly fee. 

3/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: They have withheld our funds now twice since we began using them for our credit card processing. The first time, funds were withheld because of an error on their part when they filled out or set up our service. It was rectified after I waited multiple days for them do disperse the funds, only for them to do so after I had called. Which still took an extra 24 hours for the funds to make it into my account. The second instance is still ongoing, as I've been unable to contact the correct department because they don't work the same shift as the rest of their departments. My funds have been locked up an extra 48 hours from the time they should have been deposited into my business account, causing some of my automatic payments to bring our account negative, and thus costing us overdraft fees from the bank. I've also got payroll that was unable to get paid to my employees, which has it's own set of consequences. This entire process that I elected to involve PowerPay to help my business cash flow has done the exact opposite, and has now caused me to lose money, lose credibility in my industry, and causes friction between us and our employees. It's unnacceptable that they withhold funds for a total of 4 extra business days. Plus now the weekend. I will not be using PowerPay to process transactions, taking checks in the mail was faster and cost me A LOT less money and stress.

Desired Settlement: At this point, I'd expect them to of course deposit all funds we are due into our account. I'd also expect them to reimburse me for any fees that I've incurred from my banking institution. And the extra stress they've cause could be remedied by a formal written apology by management along with a refund of the transaction fees they've charged me. If they are able to do all of these things I might actually continue to use their services.

Business Response: We have reached out to the merchant and apologized for the excessive hold and will be refunding the merchant the overdraft fees incurred.  We want to exceed customer expectation and we admit we failed.  We value the business relationship and look forward to servicing this account.

3/14/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I began an online application with this company. I was trying to set up an online payment acceptance service for my website. I had been put in contact with this company through the company I built my website with. I did not realize they were separate companies. I received an email stating my application had been approved, however they needed further information for completion, such as Federal Tax ID information and other official business information, to complete the process. I had not registered my business so I disregarded the email and called my website builder company and requested the e-commerce portion of my website be removed. I thought this was the end of it. Until I noticed a strange debt attempted to be removed from my personal account. Upon intense investigation I found the debt was attempted by a company called PowerPay, a company I had no idea about. They claim that they were deducting their monthly fees. I immediately requested any account be cancelled as I knew nothing about actually doing business with them. They are trying to charge me for a month's worth of fees AND the NSF fee from their unapproved debit.

Desired Settlement: I would like this company to stop contacting me and to remove all alleged bills. I did not receive service and do not wish to pay for something I did not want, need, or request.

Business Response: This merchant has been in contact with our Loss Prevention team. The Loss prevention team provided the merchant with the fully executed signed terms of the merchant agreement and we advised that we would waive the $30.00 NSF fee.  The merchant advised on 02/26 that she would send in payment for fees due. The account was approved on 12/31/2013 and the fees due were for the month of January. We set up the credit card processing account and It was ready for use.  WE were not notified by the merchant or the web developer that the account was not needed. The merchant account is now closed and no other fees will be assessed.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

As originally stated I was told that my application was incomplete and therefore was unaware of any services occurring and therefore do not feel I should pay fees for services I did not agree to or use.

Business Response: As stated earlier, we have a signed application agreeing to the terms and conditions of the merchant agreement including the fees related to the account.  The approval letter sent on 12/31/2013 at 1:54 PM clearly indicates the account was approved and the account has been added to the billing system and monthly fees effective immediately. Exact wording is below: "Your merchant account has been added to the billing system and monthly fees are effective as of today. The signed merchant agreement and/or the utilization of the merchant account constitutes acceptance of the terms of the merchant processing agreement and all other terms and conditions contained in the e-mail correspondence herein"Thus as you can see the fees were applicable.  We have waived the NSF fee and closed the account .Thank you

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

The same email requested further information needed to complete the process. "PowerPay has let us know that your application has been successfully approved and we wanted to touch base and help you get started accepting orders through your new merchant account. Once you've activated your Authorize.Net account, hooking it up to your shopping cart account is easy. Simply log into your account and have the following two pieces of information ready: Authorize.Net API Login IDAuthorize.Net Transaction ID You'll be prompted to enter this information as soon as you log into your shopping cart account and once entered,you'll be ready to start accepting orders." was the exact email I received on 12\31\2013.  and another email the same day said,"If you have not already done so, PLEASE SUBMIT THE FOLLOWING in order to FINALIZE your merchant account: A copy of your voided check or bank letter you wish to use for deposits and withdrawals. Visa/MasterCard regulations require all e-commerce sites to include: Refund/exchange/cancellation or applicable warranty policies Business contact information including business address (city, state, country), phone #, and e-mail address A secure checkout page As you can see, it gave me the impression the account had not yet been finalized and therefore fees would not be assessed. I was waiting until after the first of the year to properly register my business and then share the requested information.

3/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In summary: Notified by their chargeback department which doesn’t allow email correspondence, via postal mail service. Date to respond had already transpired and postmark was only 2 days prior to receiving. They stated they always have a “window” for these situations and for us to continue with a response to chargeback. We did and we won, chargeback was reversed. Same customer refiles chargeback. We receive letter past response date again. Called and confirmed “window”. We replied with proof customer had made created a fictitious insurance adjuster letter for damages and we verified with the State that no such company exists. Sent proof and waited for answer along with our rebuttal statement. After 3 calls over 30 days time, we were told they never received the rebuttal. We knew they had as we confirmed receipt. We offered proof of receipt and they then found the fax transmission with our rebuttal but stated it was too late to respond to the chargeback. We argued that we did provide all necessary documents for dispute and they now claim that the rebuttal didn’t meet the obligations of the credit card company. We contacted the original cardholder’s company chargeback team and verified that e-onlinedata’s / powerpay – never submitted our rebuttal. We’ve caught them in a lie and have this documented via the fax and email transmissions with the customer service team. We have filed complaints with the US Chamber and FTC. They made a huge mistake and to avoid paying for it, lied and told us that the rebuttal was denied, when the rebuttal was never submitted to the cardholders company. This Facts: 1. Dispute was made 2. Dispute was responded to by us providing proof that the customer was liable for charges. 3. Dispute was made in our favor. 4. Customer re-disputed providing fraudulent documents. 5. We responded to dispute providing verifiable and documented proof of fraudulent claim 6. Chargeback team confirmed response via phone 7. Chargeback team lost response and/or failed to reply to cardholder's company 8. Chargeback team admitted receiving second dispute response and losing it. 9. Chargeback team sends letter stating that our response to dispute didn't address issue. 10. Confirmed with Cardholder's credit card company that they never received the chargeback rebuttal and therefore issued a ruling in favor of the cardholder.

Desired Settlement: We will accept no less than a check or return of funds to our bank account in the amount of $4407.98 by Feb. 16th, 2014. If a full refund is not received by this date we will have no choice but to file a legal action and seek reimbursement for funds taken from our account, legal fees and compensatory damages.

Business Response: Please be advised the merchant did not win the first chargeback. The process to respond to a chargeback is to send specific required documentation to the card issuer for review. This documentation must meet the association standards for resolution. The merchant’s response to the merchant’s claim did not fully address the dispute as needed. In order to try and obtain a satisfactory resolution for the merchant, the Chargeback Processing Center sent the documentation to the card issuer. In this vein the merchant was issued a temporary credit, this does not constitute a win for the merchant. The letter sent to the merchant states it is a temporary credit pending a response from the card issuer. The card issuer, per their rights from the association pursued a second chargeback on behalf of their cardholder. The merchant was sent the information regarding the second chargeback. The merchant’s response included the same information they had provided previously. The decision of the chargeback processing not to pursue in arbitration was based on the association rules and regulations we are given for resolving chargebacks. The merchant’s response in both cases was not satisfactory as the merchant was using their terms and conditions as a resolution to recover the funds from the chargeback. In regard to the terms and conditions; 1) T&C cannot be applied to merchandise that was received damaged as in this case. 2) There is no indication that the T&C provided were the T&C conditions the cardholder may have seen at the time of purchase. Per chargeback regulations, the only way to pursue the matter would be to file an arbitration case against the card issuer. The merchant was not advised the card issuer denied the case, the case was denied by the chargeback processing center not the cardholder’s bank. The denial of the case from the cardholder’s bank came in the form of processing the second chargeback after they did receive and review the merchant’s response and documentation. The reason for the denial at that point was because the documentation supplied by the merchant was not sufficient to pursue in arbitration based on the rules and regulations provided for chargebacks.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I will detail the falsities and inconsistencies regarding the response from the Business: 1.  On the first chargeback we responded with all documentation verifying that we met our obligation and the T&C.  This was confirmed by the provider.  We verified this 32 days later by phone and were told that funds would be back in our account shortly.  This call was recorded on our end and we can provide audio documentation.  Funds were returned to our account.      a.  We returned paperwork and verified receipt within 48hours.  If as the business states that they credited our account after receiving our rebuttal did they wait over 30 days to return funds?      b.  Why did the business verify by phone that, "Chargeback was ruled in your favor."  [audio recording] 2.  Business states in response, "...letter sent to merchant states a temporary credit pending a response"   This is completely false and never have we received any such letter on this or previous chargebacks.  We demand verification and proof of this "letter".         a.  If the business sends a letter why would there never have been a letter in past cases stating this?       b.  Why would the business wait until we verified with the card issuer that the ruling was in our favor before sending this "credit"? 3.  Business states they decided not to pursue "arbitration" on 2nd chargeback.      a.  Multiple recorded phone calls will confirm that we continually checked for updates on the status and were told that no decision had been met. This continued for over 41 days.   Upon talking to **** with the Company, he confirmed that they had misplaced the file and asked us to re-fax it.  We re-faxed and confirmed with **** and during the 2 hours that passed, **** found the original faxed response.   (both these conversations are recorded and we can provide audio) 4.  The business states that, "the reason for the denial at this point was because the documentation supplied by the merchant was not sufficient."        a.  They received and verified documentation via phone.      b.  They never updated us on the status but upon making several calls for updates by us they informed that it was still waiting a decision.        c.  The second claim made by the customer was based on fraudulent data and we confirmed this and provided the proof from our Attorney's office regarding all claims made.   This business avoided answering the question, Why were we not informed until we found out and confirmed you had lost the 2nd response.  Why were we told by **** that because we didn't respond in time that the 2nd chargeback was decided in the cardholders favor, but after confirming that your company did in fact receive the response and admitted to losing it, did your staff not know of this "new" excuse that you found our response lacking? You have not addressed the fact that the 2nd dispute was fraudulent and verified and researched by attorney, ***** ****: 1.  Cardholder claimed they had an adjuster review photos of damages and provided a letter from a fictitious company.  We confirmed with the State and local government offices that there wasn't nor has there ever been a company by that name.   It appears as if this is an attempt to transfer the burden using demonstrably false claims.  There is no getting around the fact that your company lost the paperwork and failed to provide our 2nd refutation to the cardholders company.   Facts: We've won every chargeback filed in our companies history.  Our terms and conditions are ironclad and have been upheld in a court of law.  Customers are aware that in the event of small damages during shipping that we will replace the items damaged and provide a technician to install at their location.  Our customers understand and agree before purchasing that in the event of damages, due to the high costs of shipping that we require an RA to be obtained prior to returning merchandise and that returns must be approved prior.   This cardholder did not follow any of the requirements and instead, presumably had buyers remorse and refused the shipment.  We received no advance notice and did not approve the return.   This business states on #2 of their response that there is no indication that the T&C the customer saw was the same as it is now.  FALSE!!!  Because we have filed responses to other chargebacks and have system cache and recorded Google Cache and that this business has copies of our T&C from other chargebacks on file, that not one word of the T&C has been changed over the years.   This is another proof of this companies ignorance to think that they can make such a ridiculous claim (see #2 of their response) while knowing that on file at their business are previous copies that predate this T&C and are exactly identical.    Resolution: The company can either return our funds and provide a letter of apology or they will answer in a court of law while we seek the maximum settlement allowed by law, including but not limited to all legal fees, research costs and interest.     

Business Response: We advise all our merchants that a temporary credit issued based on the fact that Card Issuers have the right to present the dispute again after they receive a response from the merchant’s bank.  We do not and cannot assure that any chargeback case will be a win for the merchant.   The decision not to pursue in arbitration was not based solely on the cardholder’s documentation provided.  The merchant has an obligation per the associations  rules to provide a proper resolution for the cardholder.  Just supplying terms and conditions from a website does not constitute that the cardholder has read and agreed to the terms or what the terms and conditions were at the time of the sale.  The rules for required documentation regarding a dispute are different when dealing with a chargeback as opposed to a court of law.   As stated previously, terms and conditions cannot be used as a claim from the merchant regarding damaged merchandise.  The cardholder does not have to prove that the merchandise was damaged if it was inspected at delivery and damaged was claimed at that point.  There cannot be any additional cost involved to resolve the problem for the cardholder. The merchant wanted to bill the customer for re-shipping a new cart and charge them for storage if applicable.  This dispute is between the merchant and the cardholder not the card issuer or merchant’s bank and should be resolved between the merchant and the cardholder as the merchant was informed.   These decisions were not based on any time frames regarding receipt of any documentation. The decision was based on the content of the documentation supplied by merchant and the rights given to us by the associations. If the documentation was verified as being received then it was just verified as being received not verified and being a valid resolution to the cardholder’s dispute. We are working strictly with the terms and conditions of the Card Associations and the Chargeback Process, the merchant may deal directly with the cardholder outside of the chargeback system if he deems necessary.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

You have failed again to answer my question and instead attempt to build a strawman argument. According to the cardholder company you're required to submit any and all rebuttals to them they did not receive any rebuttal on the second chargeback. According to cardholder compliance you're required to send any documentation that I offer as a rebuttal furthermore I have on file previous claims rebuttals with your office. Your excuses suddenly have changed from item to know that you numbered previously to now saying that it's between me and the cardholder that is also incorrect if you will read the merchant services agreement our company like any other company has the right to policies and a customer to agree to policies and conditions before making a purchase. It is now very clear that you will make up anything so that you aren't held accountable for your own mistake. Please now answer the original complaint why did you not submit the rebuttal for the second one why did your company lose my rebuttal why did you make an excuse see item 2 when all the while it was your responsibility to file it with the cardholders company

3/12/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: PowerPay is an underwriter for authorize.net. I used authorize.net in the first half of 2013 to process credit cards for my business. I am an attorney who accepts credit cards. I stopped using authorize.net on May 31, 2013 and closed my account with them Since then, PowerPay has continued to bill me $53.95 a month. I have received no services from PowerPay and have had no contact with them since originally starting to use authorize.net I discovered these charges while doing my taxes this year. The charges are disguised on my bank statement as "BKCD PROCESSING BKCD M xxxxxxxxxxxxxxxxxxxxxxxx" No receipts were ever sent to me in any form. Upon discovering the source of these charges, I contacted PowerPay. They offered me a refund of two months of charges. I declined. I am going to report them to my bank for fraud.

Desired Settlement: I would like the money PowerPay has been charging me since I cancelled my authorize.net account to be refunded to the same account from which their nine unauthorized debits of $53.95 have been taken.

Business Response: There seems to be confusion regarding PowerPay and Authorize.net. Authorize.net is a payment Gateway and PowerPay is a merchant processor. PowerPay is not an underwriter for Authorize.net. In order for payments to be processed online a merchant needs a “gateway” to connect to either a virtual terminal and/or a shopping cart. The gateway does not “move” the money or pay the merchant the credit card payments.  PowerPay is the processor who pays the merchant and sends the debit to the card issuing banks.  PowerPay and Authorize.net are two completely separate companies.  We have a signed merchant processing agreement with Mr. ******.  We were first notified of his cancellation request on 02/4/2014. WE have kept the account open and ready for his business payment needs therefore a refund is not applicable.  Since he misunderstood the relationship between Authorize.net and PowerPay and he states he closed his account with Authnet we offered in goodwill a 2 month refund. According to his signed merchant agreement the merchant is to provide us 60 days’ notice of intent of cancellation to avoid an early termination fee. We are not assessing this fee and we offered a 2 month refund.  We have this account queued for closures and are still willing to provide the refund with no early termination. We refer Mr. xxxxxx to read the merchant agreement he signed on 09/07/2012

Consumer Response:

 

There is certainly no confusion between authorize.net and PowerPay. The account was kept open without my knowledge. Perhaps if PowerPay had done the proper thing and issued me receipts and not disguised each payment with random letters and numbers on my bank statement this would have come to my attention sooner. No services were being provided to me so none of my business needs were being satisfied.  I am not sure what good faith means in context to this situation. I will only accept a refund of $485.55 in satisfaction of the payments that should never have been taken from my account since no services were being provided to me.

 

 

 

Business Response:

PowerPay did not keep the account open without his knowledge because PowerPay was unaware of the merchant’s intent to cancel. Canceling his gateway does not cancel the merchant account.  Per the merchant agreement section 17- E-statements, the merchant was made aware of the electronic statements and that statements will not be mailed via the US Postal Service.  We have record that the merchant received our notice of how to access his monthly statement and create his user ID as a User ID was generated when the merchant logged into the site.  At this time a refund is not applicable as the merchant had an open account and he did not provide PowerPay written notice of intent to cancel as indicated in section 13 of the terms and conditions. 

Consumer Response:

 

I did not use PowerPay for any services whatsoever for nine months. Yet, no notice was provided to me that I was being billed other than the line item on my bank statement that did not identify PowerPay is the entitybilling me. Furthermore, no receipts were issued, and no communication was made from PowerPay to me despite the fact that I had not used their service for nine whole months.  What's worse is that PowerPay never, from the beginning, explained that the monthly fee would be $53.95. In the terms and conditions of the agreement, at least the copy I have, the monthly fee is only $20. I am not asking for a full refund, only for the months during whoch I did not use any of PowerPay's services. I think this more than fair, in light of the totality of the circumstances. I view this as out and out fraud. I have not reported the fraud to my bank, but I will be forced to if I don't get credited the amount I am demanding.

 

 

 

2/6/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We own property that we rent out year round in Florida and our credit card transcations are higher during the peak seasonal months. When we opened the merchant acount, both my husband and I spoke directly with the with the underwriter regarding our business and we forwarded to her all requested documents, including rental agreements, bank statements and links to listings on rental web sites. The underwriter initially approved us up to 1500 a transaction, however, after further discussions on that same day, such figure was changed to $2500 and I do not recall a monthly cap being set. I then processed 4 or so credit card transactions, and monies were timely posted to my account except for one transaction in the amount of $1280.00. I then received an email from ******* ***** in the Risk Managment Department advising me that the funds were being held because I had gone over the set monthly $4000 limit and that my single transaction limit was $1500, not $2500 as agreed with the underwriter. He requested that I forward the same documents to him that I had forwarded to the underwriter, along with the actual rental contracts for the transactions. I did all of this the next day. A few days later when I was finally able to reach *** ***** again, he advised me that he would increase our monthly limit to $5000 but he required a 10% reserve. He also stated he had released $600 of the reserve the day before and kept the remaining balance for the 10% required reserve. I was not agreeable to a reserve being implemented at this point and stated I would refund the transactions that brought me over my limits and stick to the original aggreement of no reserve and the set limits. of 1500/4000, (even though I am a hundred percent sure it was 2500 not 1500). He then said that this was no longer and option and a reserve was now required. I then advised them that I was disturbed/disgusted by all of this and did not feel comfortable dealing with Powerpay and wanted to reverse all transactions at that pont and pursue an alternate credit card processor for my business. He basically said do what ever you want, however, they would still retain the 10% reserve on the processed transactions. A few days later I called regarding the status of the $600, (funds in excess of the 10%), as it had not yet posted into my account, and was advised by ******* that he had pulled the money back based on the concern that I would reverse all prior transactions. This alone cements my position that this company is clearly underhanded and dishonest, as he had told me in the prior conversation that the funds had been released the day before. I chose to close the account at this point and refrained from reversing all prior transactions as it would cause confusion with the rental parties and in all liklihood entail excessive fees. After closing the account I received no follow up communication and when I called to check on receipt of the closure request letter, was advised it takes up to 30 days to process a closure and then an additional 30 days for somone is the risk department to review the release of the reserve funds. I was further advised that they have no time frame as to when I will get the money back. This company is now holding 20% of my funds, the $1280.00. This is definately not a reputable company and I only wish I had been proactive and read the plethora of negative reviews, many with the exact same issue as mine. I do not understand how they are able to operate in such a manner, if I were to conduct my business in such manner it would be deemed criminal.

Desired Settlement: Requested return of the money being held in reserve, ($1280.00)

Business Response: The merchant was boarded on 10/10 with a monthly processing limit of $2,000 and a single transaction limit of $1,500. The underwriter did raise the approved monthly volume to $4,000 at the merchant’s request, but lowered the requested per transaction limit of $2,500 to $1,500. The analyst flagged the account on 10/28 because the merchant was splitting sales to get around the $1,500 limit, even charging one card a total of $2,982.20. At this point the analyst reached out to the merchant and explained the situation while requesting documentation. After reviewing the documentation, it was communicated to the merchant that we could allow this activity with a 10% reserve. The reserve was implemented and $601.77 was released to the bank account. A few days later the merchant refused to have a reserve on the account and notified Powerpay that she would refund all the charges. The merchant then submitted a termination form and placed a stop payment on the bank account. Placing a stop payment on the bank account is a direct violation of the merchant agreement signed by the merchant. At this time the merchant account remains closed.

Consumer Response:

 

My response is; I am not in agreement with the response provided by Powerpay, as it is a completely inacurrate. Further, I never received the $601.72 and I have an email from *** ***** stating that the funds were pulled back because I told him I intended to reverse all transactions and process such with a reputable processing company. He never initiated the release of the funds and that is a complete lie. Further, his response in general is typical of this dishonest company, I should have expected such as they have been untruthful from the inception. I am still out $1200.00 and there response fails to answer when such finds will be released as they are holding them and the account is closed..... 

 

 

 

Business Response: The $601.77 was initiated for a release on 10/31/13. Unfortunately, because the merchant advised PowerPay of her intentions to run returns and block our debit attempt, the release was pulled back. As previously stated, this action is against the merchant agreement signed by the merchant. Per the merchant agreement, funds can be held for 270 days. However, this is not our intent. Once we are notified the block on the bank account is lifted we will release the remaining $1,095.59. 
 

Consumer Response:

I am in partial acceptance of the response, however, I never put a block on my bank account.  There is no block on my  bank account and funds can be deposited and processed.  I have called my bank and there is no block.  Therefore, the full amount can and should be deposited into my account.

 

 

 

2/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: When I originally spoke to a sales agent over the phone, they said our term would be month to month and PowerPay would process our transactions and we would get our money deposited in our bank account next day and the ONLY reason we wouldn't get deposits next day is if a client charged back. Now a representative is holding thousands of dollars of my money, refusing to release it, and saying she will 'review' it in 30 days and if she wants to, she can hold it for 270 days as per our contract! The sales agent said nothing of this and pressured me to sign the contract without having time to review it and now they are refusing to release my funds though I have provided proof of services delivered and signed contracts from clients stating that we could process those transactions for every dollar that was processed! I have not had a single chargeback, have proven the transactions were all legitimate through signed contracts from each client through ***** ******** (which logs their IP Address for further verification) and have provided all supporting documents to PowerPay for the release of funds. They still refuse to release a dime of what I processed, they are liars and scammers and if I do not receive my money back I will be blasting them on ************, ********* ************, and every other resource I can until I get what is legally mine.

Desired Settlement: $4,499.00 deposited immediately into my bank account (these are the charges that I have processed that they refuse to release) and a refund of all fees I have paid them to date since they cancelled my account when I did nothing wrong and adhered to all company guidelines and processing policies.

Business Response: The cause for holding funds is within the contract rights.  Originally funds were held due to underwriting requirements not complete. Merchant was advised at the time of approval what was required to remove account from 100% reserve (funds to be held). Merchant also transacted a sale over his allowed maximum ticket.    The underwriting requirements were later fulfilled however the transaction over the maximum ticket caused a Risk review on the account.   Based on the findings within the  review, the account was closed.   The account will be reviewed in 30 days. Dependent on that review (chargeback, losses) release of funds will be determined.  The contract clearly states that funds can be held up to 270 days based on certain risk factors.

Consumer Response:

 

My account is closed, the contract is cancelled, and I want my money that I processed. That is legally mine. Company used high pressure sales tactics and manipulation, only to fall back on a contract that I never got a chance to read. This is illegal. I have also filed a complaint with the Maine ******** ******* and I will be charging back on all fees paid to PowerPay if this is not immediately resolved. This whole thing is fraudulent.

 

 

 

Business Response:

The account is closed however the contract still stands. The merchant was not pressured into signing the document and the merchant signed the contract on  12/09/13 indicating  he had read and understood the provisions of the agreement. 

Consumer Response:

Then I am cancelling the contract and want my money back. I provided proof that they were legitimate transactions. I have already created a ****** ****** on you guys. Next is ******** *** ************. And it's not stopping there. My background is in SEO and Marketing. It's up to you whether or not you feel I can do enough public damage to lose you over $5,000 worth of business (guaranteed I can and I will if I don't receive my money). I just want what is rightfully mine.

 

 

 

1/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This company has Mislead us for several Days as we tried to change our bank account to have our sales funds deposited. Then they closed the account without notice to us all the while we were doing what they asked us for on our banking info. These people have my funds that they are now refusing to release to me so that I can conduct business and pay Vendors and Bills. Being they have already held the funds for over 10 business days has caused a great deal of undue stress for our company. They are a very shady business and I now have to refund several customers their money because these people couldn't simply do what they should be doing. None the less they can be trusted and I will be letting Everyone know just that.

Desired Settlement: I WANT MY MONEY THAT IS OWED TO ME!! 1,200.00 or You will REFUND ALL CUSTOMERS THEIR MONEY!!!

Business Response: ***************** applied for an account with ******** **** in November of 2013.  At that time the merchant agreement was signed and the account was approved. On 12/03/13 ******** **** received notification the merchants monthly fees ($23.27) came back due to insufficient funds. ******** **** contacted the merchant and requested bank statements that would support the account. unfortunately, The bank statements sent in by the merchant did not show balances that could sustain a merchant account at this time. The merchant has now informed ******** **** they intend to ask their customers to chargeback. This is a direct violation of the merchant agreement signed by the merchant. Per the contract, funds can be held for 270 days past the last chargeback on the account.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

******** **** Are a Scam company. First they said they would release the Funds of 1200.00 after 30 days even though they funds have been held since Dec 6th so on Jan 6th the funds by Law should be released. Because the Company is refusing now to Release the funds I have been forced to not be able to conduct business by Paying Vendors and Bills to process Customers Orders.  I do NOT owe this Company Any Money as they have not Released my money. So Until they Release the funds they have to GIVE back the Money to the Customers!! I am filing a Official Complaint with VISA and MASTERCARD that this company is holding Hostage the Customers Money by refusing to Process Refunds. Since they Will NOT pay me I have to Insist they GIVE BACK the Customers Money From Nov 26 to DEC 6th ALL FUNDS MUST BE RETURNED TO CUSTOMERS FROM THOSE BATCHES!!  

Business Response: The merchant told ******** **** on 12/20/13 they are telling their customers to issue chargebacks. This is a direct violation of the merchant agreement Mr. ****** signed. According to the contract, we can hold the funds for 270 days past the date of the last chargeback. On 12/19/2013 we received the first chargeback for merchandise not received. We expect to see the majority of these sales come back to ******** **** in the next few weeks. The account is scheduled for a review on January 30th.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

PROCESS REFUNDS FOR ALL CUSTOMERS SINCE YOU FAILED TO PAY ME MY MONEY AND YOU HAVE NO REASON TO HOLD FUNDS!! YOUR A CRAPPY BUSINESS TO DEAL WITH!!! 

1/22/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This company is completely screwing over a small business. We started using them for our credit card processing about 2 years ago and used them without issue. Then we started selling a lot of ****** and videos (our offer went viral as they say) and they changed the terms of our agreement without our consent. They instituted a 20% reserve on all sales, so they kept 20% of everything we sold. This reserve built up to about $65,000 over 2-3 months before we could change companies. After we changed companies, and Powerpay's risk was reduced significantly, we were then told they would release the funds as they saw fit. We have not used them since mid October and yet they have only released $15,000, and just told us this month they will not release anything. They tell us this even though a $10000 in reserve would easily cover the entire amount they have EVER seen for chargebacks. We have seen about $200-$300 in chargebacks a month since we stopped using them. There is absolutely no justification whatsoever for holding $10,000, let alone the $50,000 they owe us. This is just another case of a big business being a bully, and we're not going to take it.

Desired Settlement: We need the full amount refunded to us immediately, in excess of $50,000

Business Response: ******* ******* ********** was opened on 03/26/2013. At that time the merchant was approved for $8,3333 in monthly credit card transactions. On 06/17/2013 ** ****** **** contacted the merchant regarding the increased volume. The merchant stated they would like to request $200,000.00 a month in processing. ******** **** reviewed the processing history and bank statements furnished by the merchant and determined the account would only be allowed to process $150,000.00 per month. This increase would also introduce a 10% reserve on the account. The merchant was told the reserve was a six month continuous reserve. This means the funds would be held for six months. On the seventh month funds are released from the initial first month. This process continues until ******** **** deems the reserve to be unnecessary. On 6/27/2013 we informed the merchant the account would need to move to a 20% reserve due to the increase in volume which put the account over its approved $150,000,000 monthly limit. On 7/15/2013 the account was moved back to a 10% reserve. This reserve stayed in place until volume dropped low enough in October to move the account to 5%. Merchant called in on 12/3/2013 stating they were moving their processing to another provider and requested the reserve be released. ******** **** has spoken to the merchant on multiple occasions. A thorough account review will be held every thirty days. These reviews will also determine the amount of funds to be released (if any). 
 

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint .  The response says nothing of the real issue which is why they are not releasing any funds this month when their risk has dropped to almost zero since we have closed our account.  The amount of money they are releasing should increase, and not drop to zero as it has this month.  

Business Response: As previously stated, the merchant was on a six month rolling reserve. The funds in this reserve are not automatically released at the time of closure. ******** **** conducts an internal review every 30 days. This review determines the remaining exposure on the account. As the exposure diminishes the releases will be more significant.  ******** **** did release $5,000.00 on 12/23/2013. The merchant is scheduled for another review on Jan 22nd .

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint .  Nonsense, release our money.  

11/8/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: PowerPay is saying that I owe them $80.00 for a service which I never authorized. They are saying they have a signed contract from me, I have gone back and forth with one of their representatives trying to explain to her that I never signed a contract and I definately have never used any of their services.

Desired Settlement: I do not wish to receive any correspondence from PowerPay and I do not want any of my information going to any collections agency for a service I have never used. I also do not want PowerPay passing any of my information to any other third party. I want all this to cease immediately.

Business Response: to whom it may concern,  On May 25, 2013 a  signed a merchant processing agreement was send to us on behalf of Ms *******  and the account was approved on May 29, 2013.  It appears Ms ******* may be a victim of a Identity theft as she states she never signed a contract. We take Identity theft serious and would like her to sign an affadative stating this fact.  We will waive the $80.00 due and the account is closed. Please advise Ms ******* we will require a signed affadative of Identify theft.thank you.

11/5/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received a message from ******* ***** on October 14th, which is a holiday, asking me for some bank statements which I provided the same day. I did not receive a response by email until I called three days later. After calling, I was asked to provide more recent statements which I did and answer some claims which was also done. After I provided what what was needed, I failed to receive a response back within a reasonable time frame. I think my account was put on hold purposely to cause problems by this man. I provided what was needed by him and the account stayed on hold. Customers funds are being held by this processor who will not refund the customers and is also causing problems on purpose in an attempt to demonize me and my company and try to blacklist me from accepting payments. I hope other merchants read this and avoid this processor for their lack of professionalism and courtesy to their clients.

Desired Settlement: Refund the amounts held by the company to the customers. Cancel the account without blacklisting the merchant.

Business Response: This account was approved on 09/05/2013. On October 14th  the account was reviewed due to three non-receipt chargebacks. During the review Vita Docs was placed on an administrative hold. We contacted the merchant and requested documents to aid in our review.  On Oct 15th PowerPay received the requested documents and determined the account could not be removed from the hold. It was at this point the merchant indicated he would refund all charges and block any debit attempt we made. This caused the immediate closure of the account.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint. Powerpay requested bank statements and screenshots of bank accounts on October 14th which was provided the same day. Powerpay did not respond until I called on October 17th in an effort to resolve any issues. I was than informed that three chargebacks were set to debit the account. I immediately investigated and found that 2 customers received their items with tracking to prove it and one refected delivery and failed to contact support to cancel. One customer already called their card provider and canceled their claim. The other customer said they would cancel there claim. The information proving delivery of orders and other info including what my customer service phone represestative told me on what the customers said was also provided to Powerpay by October 18th. I was than contacted and asked to show screen shots of the deposit account to show if there was enough funds to cover the claims temporarily in which there was. The images were provided as requested but the person handling the Powerpay account purposely stalled the hold and failed to contact me immediately upon receipt to let me know if there were any issues. I waited about a week until I contacted the Sales rep on October 24th in an effort to find out why ******* ***** wasn't replying to my emails with the details requested by Powerpays ******* *****. I assumed the account was canceled so I told the sales rep that I want to close the account and wanted another processor to handle the transactions. I also told him that I will be canceling authorization the access the account in any way. If Powerway wants to reopen the account and apologize for their employees lack in professionalism in failing to provide real time daily updates on my accoount when replying to there requests, I will accept and work out any existing problems if any. I think this is a big misunderstanding caused by some impatient new customers and one possible competitor. Another option, Powerpay can keep the account closed. Agree to refund the customers payments which I attempted to refund through the gateway which Powerpay blocked the refunds from settling. Agree not to put me on a blacklist of any kind. I will settle any possible balances there after within 1-3 months as long as the company represents me properly with chargebacks, if any, for any orders delivered.   

Business Response: Mr. ********’s account had been on less than a month when he started to process returns and receive chargebacks. We contacted Mr. ******** and asked for bank statements and explained our concerns with the account. The bank statements Mr. ******** sent to Powerpay were less than adequate. The bank account would not be able to sustain continued debits caused by returns and chargebacks. When we spoke to Mr. ******** and explained our position he stated all attempts to debit his account would be blocked. Since this conversation the merchants bank account has stopped two debit attempts. By blocking debit attempts and experiencing a chargeback ratio over 1 percent, Mr. ******** has violated his merchant agreement/contract with PowerPay. His account will remain closed. Funds held will be reviewed every thirty days for a possible release.   

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint. No debits to date have been blocked by the bank and were able to be debited from the bank account balance without any issues. I sent a message to the company 2 weeks after the original documents were provided to Powerpay stating that debits from the bank account will eventually be blocked being that all payments processed have been confirmed shipped and received. The chargebacks were canceled accept for one because we were unable to reach client. The over 1% chargeback rate was temporary and does not constitute an immediate account closure or hold since most merchants may experiance similar issues during certain times of the year. Overall the account is usually judged based on multiple months of performance by most processors accept Powerpay apparently.. Most merchants looking to accept cards should think twice before choosing them as a processor. The bank statements showed that there was more than enough funds to temporarily fund whatever debits needed for the chargebacks. The point is, Powerpay purposely stalled taking the account off hold after the statements were provided on the same day it was requested by them.


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