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Business Profile

Payment Processing Services

Cybersource

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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  • Initial Complaint

    Date:07/04/2025

    Type:Order Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Complaint Summary:We have been attempting to cancel our merchant services account with ********************** Corporation since April 2025. Despite repeated efforts via phone, through our bank (Comerica), and eventually email, CyberSource has refused to close our account, citing an auto-renewal clause in a contract we originally signed in September 2021.However, CyberSource failed to provide any written renewal notice, which is required under Californias Automatic Renewal Law ***** BPC ***** et seq.), especially for contracts with an initial term of more than one year (ours was two years). As a result, we believe the contract renewal is unenforceable, and the ongoing charges are invalid.Details of the Issue:Our original contract was signed in September 2021 and automatically renewed in September ******* advance renewal notice was ever provided, even though the agreement is governed by California law, and state law requires it for multi-year contracts.We began contacting CyberSource in April 2025 to cancel the account. We made multiple phone calls, where representatives were dismissive and at times outright rude, even saying closing a high-revenue account isnt ********* of America, our merchant provider, also contacted CyberSource on our behalf and was unable to make progress.When we finally got a written reply, CyberSource acknowledged the auto-renewal clause but completely ignored the missing renewal notice, and has continued to bill us $324 per month since then.Desired Outcome:Immediate termination of our account and waiver of all future obligations.Refund of all monthly fees charged since April 2025 ($324/month), when we began making good-faith attempts to cancel.A review of CyberSources automatic renewal practices to ensure compliance with Californias consumer protection laws.

Cybersource is NOT a BBB Accredited Business.

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