Complaints

This profile includes complaints for Payroc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Payroc

  7840 Graphic Dr Ste 200 Tinley Park, IL 60477-6283

  
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  Payroc

  1776 Peachtree Street NW, Suite 700S Atlanta, GA 30309

  
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  Payroc

  7940 Arjons Dr San Diego, CA 92126

  
• 

  PayRoc

  4455 Carver Woods Dr Ste 110 Blue Ash, OH 45242

  
• 

  Payroc

  9404 Margo Ln Munster, IN 46321

  

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.

• Initial Complaint

  Date:11/19/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  In November 2021, I initiated discussions with my Retriever representative regarding the cancellation of my merchant services. Assurances were given that necessary actions would be taken to cease billing. However, I noticed charges persisted in December 2021. Subsequently, the representative provided me with contact information for ****************** Services/Payroc. Upon contacting them, I highlighted the continued charges post-cancellation and emphasized the need to halt any further debits. I received a DocuSign email containing a cancellation link, which I promptly utilized.In February 2023, an $83.22 charge caught my attention. Given my merchant services affiliation with ***************** *****, I reached out to them to clarify the charge. Their response indicated that the charge didn't originate from their end. After weeks of discussions with my bank, we couldn't ascertain the source of the charge. Consequently, a decision was made to stop payments in April. It was then revealed that ****************** Services/Payroc had been debiting my account for sixteen months. Upon querying the nature of these charges, I was informed of a $15 monthly service fee and a $68.22 non-compliance charge.I reiterated that I had previously canceled the service and stressed that records should corroborate my non-usage since November 2021. However, the representative indicated a denial of refund. After conversing with different representatives on separate occasions, varying refund offers were extendedthree months from one representative and two months from another. However, given the extended duration of erroneous charges, receiving two or three months of refund appears inadequate for resolution. As a small business, every cent holds significance in our financial operations.BUSINESS NAME: CLAWMAMAS SEAFOOD AND FRESH MARKET MERCHANT ID: *************

  

  Business Response

  Date: 11/28/2023

  Dear ******, Thank you for reaching out to us and expressing your concerns regarding the closure of your merchant account and the issues related to this process. We understand the importance of addressing your complaint promptly and resolving any misunderstandings. Please allow me to provide you with a detailed response to each point raised in your complaint.
  
  We acknowledge that your Worldpay MID (************) was closed on 2/24/22, and we did receive contact from you to initiate the cancellation. I have attached the cancellation confirmation and closure form you signed via our Docusign system to complete this request.
  
  Upon conducting a thorough investigation, we have confirmed that you had a second MID with Paysafe. This MID (****************) was established on 1/15/2021. We have reviewed the application documents, including the signing confirmation recorded by Docusign, which validate the existence of this second account. I have attached these here for your reference also.
  
  Our records indicate that on 2/8/2021, you and your sales representative requested a transition from the cash discount program we offer to a standard interchange account. However, we did not receive any further communication from you until 4/28/2023 in regard to the closure request of this account. We understand that you requested a refund, however, it was rejected by Paysafe due to a R08 stop payment placed on the billing. We regret any inconvenience caused by this situation. As we did not receive prior notice of the stop payment, we were unable to credit or debit the bank account associated with the MID. Consequently, the refund was not honored by Paysafe.
  
  Based on the attached Docusign document for account closure on MID ****************, we confirm that the account was terminated, and the early termination fee was removed with management approval on 4/28/2023. While the Worldpay MID was referenced in your contact with our support teams via email and in this complaint, there was no mention of the Paysafe MID. In the contact with our support teams, you provided a screenshot (attached) that the cancellation was completed under Case 159154-23-132896742670190465 which was for MID ************ and not ****************. We apologize for any confusion caused by this and we appreciate you allowing us to investigate this further as it has helped us gain a clearer understanding of the situation.
  
  We can confirm that both of your accounts have been terminated at this time. Thank you for bringing these issues to our attention.We appreciate your patience and understanding as we strive to resolve this matter in a timely manner. If you have any additional questions or concerns,please do not hesitate to reach out to us directly.

  Customer Answer

  Date: 11/28/2023

   
  Complaint: 20892846
  

  I am formally rejecting this response for several reasons. Firstly, the acknowledgment of cancellation from the company contradicts the mention of the sales representative transitioning to another account. I was never informed of this transition, and as a merchant, I was completely unaware of any association with Paysafe MID. My sole point of contact was the representative, and when it became apparent that they were not capable of handling the tasks required, I requested a contact number to ensure closure of the account. It is evident that the account remained inactive throughout the timeframe of my complaint.

  Additionally, I have involved the ******* Attorney General, who is currently investigating this matter.

  As a small business owner, I do not believe it is reasonable for me to be expected to understand the intricate details or workings of merchant services. I ceased payment on the *** transactions because I had no clarity on who was initiating these charges each month, and unfortunately, the bank cannot reverse the stop payment. In the interest of fairness and ethical business practices, a refund of the funds withdrawn without my authorization is the appropriate resolution. I did not authorize these charges, and considering the numerous transactions in my account, it is fortunate that I discovered this discrepancy. Otherwise, these unauthorized charges would have persisted, which is unacceptable.
  

  I am requesting a full refund of the amount withdrawn as these charges were not authorized.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/30/2023

  Hello ******,
  
  Upon further review of your account, and following discussions with the original sales representative who assisted you with the creation of the Paysafe MID, we aimed to ensure clear communication and prioritize the satisfaction of our merchants.
  
  Although both accounts have been confirmed as terminated, we have mutually agreed to issue a refund for the fees that have been charged since the account's activation on 1/15/2021 in order to bring this matter to a resolution.
  
  I have personally attempted to reach you via both email and phone, and I am currently awaiting your response to confirm that your details are still accurate, as the refund will be issued via check. I made attempts to contact you at ************** and also sent an email to ************************* I kindly request that you reach out to me directly so that we may proceed with the refund of the specified amount and provide you with the relevant tracking information for this refund.
  
  We trust that this refund will exceed your expectations and address the concerns raised in this particular complaint. Please contact me directly via email so that we can coordinate the delivery of the check refund.
  
  Thank you for your time and patience, and we look forward to your response and to the possibility of working with you again in the future.

  Customer Answer

  Date: 12/01/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  I have also responded to the Payroc representative who asked for verification of my payee and address to mail the refund. 
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 01/02/2024

   
  Complaint: 20892846
  
  I am rejecting this response because:
  I'm reaching out regarding the above referenced complaint. From my understanding, agreements should be finalized within 30 days, yet this company has not adhered to the agreed settlement. Please advise! 
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/08/2024

  We have reached out to ****** regarding this complaint rejection as the initial check was issued on 12/1/2023, however it had not been received. We have since reissued a new check for the settlement amount agreed and a confirmation has been sent to the merchant directly through email communication.

  Customer Answer

  Date: 01/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/11/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  I originally became a customer of Integrity in 2009. Since that time, I have relocated my salon to my home and it does not have the capabilities for a hard line for the credit card machine that I had. I expressed this concern to Payroc in June 2022. They put my account "dormant" for 30 days while I searched for a solution. However, no charges were taken and the deferment continued for several months. I called back in September 2022, and stated that I could not get a hard line and inquired about other options. The sales representative attempted to offer a piece of equipment for $500, which would not fit the budget of my small business. I therefore asked to cancel my account. I recently noticed that since that phone call, Payroc began taking various amounts out of my checking account without any written notice, email statement, phone call, etc. When I called Payroc again at the end of August, 2023, I was told that a representative would return my call. No one called, so I again called and talked to several representatives who eventually told me that they would refund me 2 months, but there was nothing further that they could do. I have since received a return for only one month, showing the same integrity that I continue to experience. Payroc has been very deceptive in their practices. What I am told on the phone by their representatives, and what actually occurs are very different, and borderlines unethical. Payroc has yet to provide the original written contract that I signed with Integrity, or any documentation that shows any changes that I would have agreed to with the acquisition. I am requesting a refund of all fees taken out of my account since December 2022, a copy of the original contract signed with Integrity, any legal documentation signed that shows that Payroc had the authority to charge my account without notice, and to ensure that my account is cancelled as of September 2022.

  

  Business Response

  Date: 09/14/2023

  Thank you for taking the time to explain your recent interaction with our support team regarding your account.

  The account was first boarded with us on 1/8/2010 and on June 10th 2022, ***** called and requested the account to be placed in a dormancy until July 2022 until they are able to get new PC equipment, but did advise that they will call back to advise Payroc on proceedings. On September 13th 2022, ***** called to request a wireless terminal and a sale representative reached out to complete this process.
  
  From this, the next call that was received from ***** was on 8/29/2023, where the call was escalated to a Team Leader, then the Manager of Merchant Support. A refund was agreed for 2 months of non-processing was issued for $223.08 which would be processed in a ***** business day timeframe. This falls in line with the terms and conditions of the account listed on page 1, were 60 days is required to dispute fees. I have attached a copy of these terms and conditions, along with a copy of your original agreement for reference.
  
  Should you need any further assistance, our support teams are on hand to assist you at all times, and we hope to work with you again in the future.

  Customer Answer

  Date: 09/19/2023

   
  Complaint: 20587439
  
  I am rejecting this response because:

  I called in September 2022, and inquired about my options, given I did not have the ability to utilize the service they originally offered. I was told that I would have to purchase a new machine to continue with their service. Since I was unable to afford that, I asked to terminate service at that time (Sept 2022). Given there was not any money taken from my account in September, October, November, I was under the assumption that the service was terminated.  
  
  
  Money was not deducted from my account again until December 2022.   I also had no correspondence with the company from Sept 2022 - Aug 2023. 
  
  
   When I talked with them again in August 2023, I had realized that a various amount of money was being deducted from my account without permission. On this call, they told me they would refund me for the 2 months, but still have not completely refunded the two months.  They only refunded me for one month.
  
  
  I have requested a copy of the original document that I signed giving them permission to draft money from my account, and that was not provided either.  
  
  
  When I was using their service, there was only a $25 service fee, not $81.54-$111.54.  I have not and cannot use their service since May of 2022. There would be no reason for me to continue their service without being able to process credit card sales.  In addition, their fees have varied, without warning or explanation, and make it difficult to track. This is deceptive and without justification, given I had not been using their service. 
  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/25/2023

  Thank you for your response.

  On September 13th 2022, ***** called to request a wireless terminal and a sale representative reached out to complete this process. ***** made a further call into support on 9/20/23 where she was transferred to the sales reprehensive again. The sales team made several attempts to make contact with ***** up to 10/28/22 but got no response. 

  ***** called to request the account be placed in Dormancy, dormancy will lift when a transaction is ran or it has been 6 months from it was put in place. When in dormancy fees are not charged, in December 2022 it was 6 months from the request had been made hence the fees starting to be debited again. 

  I have attached a copy of the terms and conditions and the original Application again to this complaint.  

  I can confirm that a refund of $223.08 was completed on 9/15/23 for **** and July 2023 month end fees, I have attached a copy of each statement for your records. 

  The increase in fees is due to the *** compliance not being completed, this fee makes up $49.95 of the month end fees. Also due to no processing a monthly minimum fee of $30 is applicable as per the terms and conditions on the application.

  Should you need any further assistance, our support teams are on hand to assist you at all times, and we hope to work with you again in the future.

  Customer Answer

  Date: 10/04/2023

  Complaint: 20587439
  
  I am rejecting this response because: I am sorry for the delay in my response as I was out of the country last week. I did receive a refund of $223.08 on 9/15/2023.  Thank you for that! And I did see the contract, but again, it does not show any of the fees that I incurred from December 2022-August 2023.  As far as the *** Compliance goes, I never ran any transactions through, so why would I even do that or how would I have known that?  I never received a call or email or letter from them stating that they were going to start charging my account again in December or that I was in need of doing any necessary paperwork to be *** compliant.  Anytime in the past, I received communication from them that this needed to be completed and it was always completed in a timely manner. I was under the impression from the last contact I had with them in September 2022, the account was closed.  You can clearly see that no transactions were run and no machine was hooked up. I had no idea that this money was being removed from my account or I would have contacted them sooner.  I am asking for the charges that I received from December 2022- August 2023 be refunded to me minus the $223.08.            
  
  Sincerely,
  
  ***********************;       

  

  Business Response

  Date: 10/06/2023

  We are happy to hear that you have received the refund that was agreed upon with our Merchant Support Manager, and that no issues occurred when receiving this. The dormancy that was placed on the account was advised on the initial call on June 10th 2022 that it would remain in dormancy for 180 days (December 7th 2022), and that after this, the account would have been moved back into an Approved state which is why the fees were incurred. I have attached the statements for reference from Dec till July. The *** non-compliance fee was charged as when the account is in an Approved state, it must remain in a *** compliant state as an industry standard. I have reached out to gain approval for a further 2 months, which is a further $223.08 for a total refund of $446.16 which will be with you in **** business days. We hope we can resolve the issue here with the additional goodwill refund, as we value your custom and hope to work with you again in the future. Thank you.

  Customer Answer

  Date: 10/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and as long as I receive the additional refund of $223.08 in the **** day window, I find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/31/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  In **** in signed up with retriever merchant services, for my business ********************** Merchant ID number 520001570152,in about 2008 I stopped using them. At that time I went with a different service, I thought this service was canceled. I do not look at bank statements, I just send them to my *************** day I noticed a charge of $149.50 with ach withdraw. I cancelled this auto withdraw to find out who was taking this money over 15 years. My bank charged back about one year of service fees. This total dollar amount came to about &****** dollars over 15 years. My problem is retriever new all that time that it was a non-activity account. Why did they continue to withdraw this money for *********************** they are not ethical and this was just wrong. Worldpay who ever this is billed me for the charge backs, at which I wrote them a check for *******, I think they should reimburse me the amount of $*******.I have an open case but have not received any word from them case #********.I was informed by Worldpay that I signed a new contract in Feb 2016, this is absolutely not true, I have requested a copy of that contract, I have not received anything from them.

  

  Business Response

  Date: 08/02/2023

  Thank you for submitting your response. We have searched all of our systems, and we are unable to locate this account in our database.Our teams did reach out to WorldPay directly who informed Payroc that this account is not associated with our business. Unfortunately, we are unable to assist any further in the matter listed above.

• Initial Complaint

  Date:07/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  On 13 April 2023 an attempt was made to use a stolen credit card on our online business for $6099.99. The card owner identified the misuse of the card and called us to inform us about it being a fraud. We immediately refunded the charge that afternoon. A month later Payroc attempted to collect the funds as part of a chargeback and we went back and forth to resolve the issue as we had already refunded the money. At that time I was told Payroc had resolved the issue. On 25 May 2023 Payroc AGAIN attempted to take the additional $6k saying we never refunded it - although it clearly shows we did in our account. Now they are attempting to go to collections as we have a stop payment to disallow further theft attempts by Payroc to retrieve money we already refunded back to the card holder. Now they are harassing and we have involved our attorney. Payroc had a history of allowing fraudulent charges to go through even after our organic fraud filters had told us the transactions were denied. Payroc is a danger to all small businesses who work with them.

  

  Business Response

  Date: 07/11/2023

  Dear *******, Thank you for taking the time to provide us with an update on the issues you have experienced. The transaction that took place on 4/12/2023 for $6099.99 on card ending **** was declined with the following error Transaction not permitted by ********. A second card ending **** was then used to complete the transaction which was then successful as Payroc did not receive any fraudulent response from the cardholders issuing bank. As you mentioned, you did receive a call from the cardholder on 4/13/2023 who reported the charge and you immediately refunded the transaction. The cardholder then initiated a chargeback on 5/2/2023 which automatically places the funds on hold/or debits for the amount till researched and disputed. As we had to debit the funds initially till the process was reviewed, a stop payment was placed by the merchant, disallowing us any access to the bank account on file. The chargeback has since been resolved by our Risk operations team and our Settlement team has tried reversing the amount now that the chargeback dispute period has ended. There is currently a UCC Lein on the account. It is ********************* policy to withhold the disputed funds until such time as Payroc receives either (i) a court order requiring Payroc to release the funds to the merchant or the creditor or (ii) a settlement agreement entered into by the merchant and the creditor directing Payroc to pay one or the other. Until these documents are received by our Legal team, we are unable to release any held funds additional funds which has also been sent to your attorney dealing with the matter via our Legal team. Thank you for your patience whilst this was being reviewed and please let us know how we can assist you further.
  
  

• Initial Complaint

  Date:06/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  On May 8th I signed a letter requesting for my merchant account to be closed. I returned the equipment to *** with the label they provided. However on May 18th they charged my bank account even when the account was canceled and equipment returned. I called customer service and I was told they could not help me that they had no control over automatic charges. Fast forward to June 20th, I am once again being charged for an equipment that was returned and delivered to the label address over a month ago. I contacted someone who works with *************************** who was the one who convinced me to get the merchant and equipment and I was told that they have no idea why this is happening. That "It is truly out of their hands at his point", yet it was not out of their hands to convince me to use the ******************** and set everything up. I am disappointed this is how they treat their customers instead of actively looking for a solution.

  

  Business Response

  Date: 06/21/2023

  Dear ****, thank you for taking the time to provide us with your feedback regarding the recent charges on your account. The account was opened on 10/20/2022, with the sales agent completing your installation on 11/3/2022. Our teams verified with you 11/16/2022 via phone call regarding your rental agreement for the terminal and the charge is $19.99 per month. This is in addition to the Miscellaneous Fees charged monthly for the payment processing as set out in your agreement. A request from the sales office to terminate the account was completed on 5/8/2023 and the account was confirmed closed on 5/9/2023, with the Early Termination Fee removed due to inactivity on the account. You called our Merchant Support team on 5/18/2023 who advised that the charges were from our 3rd party rental company, contact information was exchanged to communicate this with them as the contract is separate to Payroc. I can confirm that the charges relating to the rental agreement for the terminal was also cancelled with the final payment for *** being charged in June. As a gesture of goodwill, we will process a refund for $119.90 which is for charges in March and April processing. This refund will be processed back to your checking account in **** business days. We hope this resolution meets or exceeds your expectations and we hope to work with you again in future.

• Initial Complaint

  Date:06/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I was told on 05/11/2023 we would receive the refund it is now 06/14/2023 and no refund has been received which is why I waited to respond and money again has been REMOVED from our account the sum of ***** for the Month of May.. *** following is copy and pasted from first complaint and their response ************ is completely misrepresented. Our sales rep told us we had no contract and no cancellation fees when signing up. We canceled our services in December 2022 and equipment was picked up. It is now May 2023 and we are still being charged. Over $300 has been took out of our account. An account we have not had any access to we are now learning was not canceled by our representative and to top it off they want to hit ** with early termination fees.Business response 05/12/2023 Dear ******, thank you for taking the time in letting us understand your recent experience with our service teams. ***re was miscommunication after speaking with the representative earlier today. When you called him directly in December 2022, he asked if you had closed the account already the representative confirmed that you stated the account was closed, which is why there were arrangements made for the collection of the terminal. With regards to the Early Termination fee, you originally boarded onto our systems in May 2020. However, in February 2022, you moved to our cash discount programs, which included a free loaner device. As the device was loaned, the *** was re-applied. We apologize for any confusion caused and want to make things right. Due to the switch in account types, we have honored your original agreement and removed the $375 ***. This will not be charged, and your account has been fully closed as of 5/12/2023. Furthermore, as a gesture of goodwill regarding your monthly fees we are going to issue a refund from December till present in the amount of $566.25 which will be funded in **** business days. We hope this resolution meets or exceeds your expectations

  

  Business Response

  Date: 06/16/2023

  Thank you for your response. We reached out to the merchant directly regarding this complaint on 6/15/2023, as we did follow process and close the account when requested on May 12th 2023. The account was force closed to avoid any further fees, and the merchant confirmed the $566.35 refund had been received on May 17th 2023 to the business checking account as it had previously been overlooked. The merchant confirmed there were no further issues.

• Initial Complaint

  Date:05/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  This company is completely misrepresented. Our sales rep told us we had no contract and no cancellation fees when signing up. We canceled our services in December 2022 and equipment was picked up. It is now May 2023 and we are still being charged. Over $300 has been took out of our account. An account we have not had any access to we are now learning was not canceled by our representative and to top it off they want to hit ** with early termination fees.

  

  Business Response

  Date: 05/12/2023

  Dear ******, thank you for taking the time in letting us understand your recent experience with our service teams. There was miscommunication after speaking with the representative earlier today. When you called him directly in December 2022, he asked if you had closed the account already the representative confirmed that you stated the account was closed, which is why there were arrangements made for the collection of the terminal. With regards to the Early Termination fee, you originally boarded onto our systems in May 2020. However, in February 2022, you moved to our cash discount programs, which included a free loaner device. As the device was loaned, the *** was re-applied. We apologize for any confusion caused and want to make things right. Due to the switch in account types, we have honored your original agreement and removed the $375 ***. This will not be charged, and your account has been fully closed as of 5/12/2023. Furthermore, as a gesture of goodwill regarding your monthly fees we are going to issue a refund from December till present in the amount of $566.25 which will be funded in **** business days. We hope this resolution meets or exceeds your expectations and we hope to work with you again.

• Initial Complaint

  Date:04/28/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  I had a guy stop by my business to bring by a payment processing device to test out. While here he got a photo of my business check for future purchases if I would be interested in services near future. No signed contract or any agreements. I've been seeing $25 transactions here and there from same company and thought it was just a rental charge until we agreed on doing business. Today I woke up to a transaction of $595. I called the company and was told it was a contract cancelation fee. I never signed a contract.

  

  Business Response

  Date: 05/01/2023

  Dear ******, thank you for making us aware of the issues you have been facing regarding recent fees charged to your checking account. The account with us was boarded on 1/27/2023, with only limited processing taking place in the amount of a $1 test sale. You mentioned that you did not want to terminate the account as you would be starting to use Payroc services soon, which is why you received a $25 monthly subscription fee for our Consumer Choice Cash Rewards program. The fees rejected due to insufficient funds and with no processing, our collections team terminated the account to avoid further fees rejecting. At your request when you spoke to our ***************** team on 4/28/2023, the account has been reopened which will allow you process once you are ready, whilst continuing to receive the subscription fee for Consumer Choice. The $595 Early Termination Fee, set out in the terms and conditions, is being waived and refunded now that the account is open and active. This should be with you within a 2-3 business day timeframe. We apologize for any inconvenience caused to you and your business.  

  Customer Answer

  Date: 05/01/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/23/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  We used Payroc as our credit card vendor. They are aware that on 6/1/22 they forwarded a client payment to us in the amount of $1,498.65 instead of $1,500.00. They've promised to correct their error several times and forward us the remaining $1.35 but have neglected to do so. While it is a nominal sum, I was told that they were aware of this system error and am wondering how many other companies this happened to. Are you able to help us get the money in question that we are owed and is there another entity that should be notified of this issue?

  

  Business Response

  Date: 11/30/2022

  In response to this merchant's complaint, we have addressed the issue and confirmed they are owed the $1.35. There was a discrepancy with the surcharge fee upon the sale being deposited. A refund has been issued out for approval and they can expect this credit back in their account by next week, Wednesday. Our refunds go out on Tuesday, so Wednesday will be the earliest it will be in their account. A call has been placed to the merchant and we left a detailed message explaining this. If for any reason they have any questions or concerns, they may reach back out at ************. Please accept our apologies for any and all inconveniences.