BBB Accreditation

A BBB Accredited Business since

BBB has determined that Authorize.Net, A CyberSource Solution 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 raised the rating for Authorize.Net, A CyberSource Solution include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 169 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

169 complaints closed with BBB in last 3 years | 64 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 15
Billing/Collection Issues 102
Delivery Issues 3
Guarantee/Warranty Issues 0
Problems with Product/Service 49
Total Closed Complaints 169

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Authorize.Net, A CyberSource Solution
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

top
BBB file opened: December 20, 1999 Business started: 01/01/1996 Business started locally: 01/01/1996 Business incorporated: 06/12/2007 in DE
Type of Entity

Corporation

Business Management
Mr. David Schwartz, Business Leader Marketing Josh Anderson, Merchant Support Team Lead Mr. John Bodine, Head Sales&Marketing Allison Stahl, Company Contact
Contact Information
Principal: Mr. David Schwartz, Business Leader Marketing
Business Category

Credit Card Processing Service Financial Services Data Processing Service

Alternate Business Names
Authorize.Net CyberSource Corporation Lightbridge Inc
Products & Services

This company provides payment processing services for e-commerce businesses. This company provides online accounts for merchants to manage processing credit card or eCheck payments.


Additional Locations

  • 808 E Utah Valley Dr

    American Fork, UT 84003 (877) 447-3938

  • PO Box 947

    American Fork, UT 84003

X

What is a BBB Business Review?

We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.

X

About BBB Business Review Content & Services:

Some Better Business Bureaus offer additional content & services in BBB Business Reviews.
The additional content & services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release.
Not all enhanced content & services are available at all Better Business Bureaus.

Professional AffiliationsX
X

Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

X

BBB Complaint Process

Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.

X

What is BBB Advertising Review?

BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.

X

What government actions does BBB report on?

BBB reports on known significant government actions involving business' marketplace conduct.

X

Thank you for your feedback!

Help us improve by taking our survey.

X

BBB Reporting Policy

As a matter of policy, BBB does not endorse any product, service or business.

BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.

X

Additional Phone Numbers

  • (877) 447-3938(Phone)
X

Additional Email Addresses

  • - Communication/Mass Email
  • - Communication/Mass Email
Find a LocationX

  Change Location
Show Only Accredited Locations


Complaint Detail(s)

1/22/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: midwestwholesalers.com used authorize.net to charge my card $759.95 on 12/18/14 without shipping me anything. Site says card charged only when shipped midwestwholesalers.com used authorize.net to charge my card $759.95 on 12/18/14 without shipping me anything. Site says card to be charged only when shipped yet my funds were taken on the 19th and nothing has been shipped to this date 1/7/15. There has been no response to phone or email attempts to contact them.

Desired Settlement: Full refund of $759.95 to credit card # **** **** **** ****. Then shut down these fraudsters using your credit processing!

Business Response:

Greetings ****,
                I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved.  I understand that you are contacting us regarding a transaction placed through a merchant’s website,  midwestwholesalers.com that you did not receive shipment on.
                I apologize that you have experienced this while doing business with a merchant using our services.  I will be happy to work with you on resolving this matter.  I have located an account and will be reviewing this transaction in order to see how we can provide you with a resolution.
                Authorize.Net as a payment gateway, processes credit card payments for merchants both ecommerce and retail.  Because of this, we cannot process a refund on behalf of any of our merchants for their customers.  In order to have a refund issued, you will need to reach out to the merchant directly.  That said, after reviewing this merchant’s account I show they are still in Test Mode.  Test mode allows merchants to test their website/features and not process live transactions to a card.  It is possible that when your transaction was processed it was sent in this test status and therefor you would have not been charged.
                You also provided a card number that you would like us to refund, for security I would strongly recommend not including that information for this or any further BBB complaints/responses.  However, because you provided that information initially, I did a system-wide search of Authorize.Net’s database with that card and am not showing any transactions for that dollar amount or timeframe, which leads me to again believe your card was processed while midwestwholesalers.com’s account was still in Test Mode.          If you have any additional documentation, receipts, or transaction ID’s you can provide we can certainly look further into this matter for you. 
                I again apologize for any inconvenience this has caused and hope my response has addressed fully the concern that you had.  If you do see a charge on your statement, please reach out to the merchant directly to discuss a refund.  Thank you and have a great day.

Business Response: Thank you for providing additional documentation to help us assist you in resolving this matter.  The invoice you provided states the Payment Method as Stripe.  Stripe is a payment processor, similar to Authorize.Net, but in no way are we affiliated with them (https://stripe.com/).  I have re-attached the invoice you sent and highlighted the payment method used to process this transaction.  To reiterate what was said in the initial response, whether the charge was processed by Authorize.Net or Stripe, as it was in this case, you will ultimately need to reach out to the merchant for a refund.  I hope this response has helped to clarify what has occurred.  Thank you again and have a great day.

Consumer Response:  
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,

**** *******

9/26/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Poor sales practices and dishonesty. I attempted to make my first charge on Authorize.net first of August thru Authorize.net. According to their web site, all successful on 8/8/14 for $1200. Never deposited to my bank so I called. Learned from a ***** *****, who was very short and basically rude, my account had been closed & I could never renew. I had not paid dues to another entity that I never heard about until now. Was mislead by *** ***** from the beginning. Another entity was trying to bill my bank account for $19.95 that I never knew about. No communication from anyone. ***** told me yesterday that my acct. was closed back in May. They continue to bill and get paid $15 as of August 2, 2014. ***** told me a lie yesterday, August 29, 2014.

Desired Settlement: $90.00 and an apology

Business Response: Initial Business Response /* (1000, 5, 2014/09/05) */ Contact Name and Title: **** * Contact Phone: XXXXXXXXXX Contact Email: *******@authorize.net Greetings ******, I would like to thank you for contacting Authorize.*** through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I have found gateway ******* under business name "****** ** ******" and I will be responding to your complaint from this account. If this is not the correct account then please let me know the correct gateway ID for reference. I understand that you are contacting us about your account being closed and having bad service when you were sold the account. I apologize that you are frustrated with this situation. In reviewing your account, I was able to review what contact you have had with us. In looking at the account I do not show that it was ever closed on our end. In the only contact that you had with Authorize.Net you asked us about processing a transaction and why it got declined. At that time we directed you to contact your Merchant Service Provider (MSP). They are the one that would handle the actual depositing of the fees that are processed. In your explanation of the situation you mentioned talking to a ***** ***** and *** *****. I apologize for any confusion, but neither of these individuals work with Authorze.Net. You indicated that there was poor sales practices and dishonesty, this account was setup by Commerce Payment Group. I believe that these individuals work with this company. You also said that your account has been closed since ***, as your gateway with us has never been closed, it appears that it was the merchant account that they would have assisted you in setting up is what was closed. In regards to the refund that you are requesting you will need to contact them for this amount. In regards to the gateway account with Authorize.Net, if you wish to use a new merchant account and connect it to this gateway, you can do so. You would need to establish that Merchant Account (MA) and then contact us to provide us the processor configuration that we would need to connect to them. If you wish to close the gateway account, I can do so for you and I would be able to refund the gateway fee for the month of September. Again I do apologize for the confusion and misunderstanding. I hope that this information will be able to point you in the right direction and address your concerns. We also look forward to continue doing business with you in your Authorize.Net gateway account. Thank you and have a good day. Initial Consumer Rebuttal /* (3000, 7, 2014/09/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have correspondence from *** ***** as a representative of Authorize.Net and that is the company that I only had contact with. They were attempting to direct me to the third party. I have no idea who Commerce Payment Group is and have never been invoiced by them or had any conversation. I will be happy to provide the original correspondence with Mr. ***** but I do not have it with me today. Final Business Response /* (4000, 9, 2014/09/23) */ If you would like to provide that correspondence with *** that would be great. As mentioned before there is no *** ***** that works for Authorize.Net. However there are thousands of resellers that do sale Authorize.Net services. Many of them may present it on behalf of Authorize.Net when they are in fact with a reseller and selling our services as a third party provider. Please send what information you have for the correspondence and I will review it and we can go from there. Thank you and have a good day. Final Consumer Response /* (2000, 11, 2014/09/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) It has been an unfortunate situation as both *** ***** and ***** ****** indicated that they represented your company. I forwarded a copy of a voided check along with a copy of an invoice from the publisher. Then, I received the package along with password and a USP adapter for swiping cards. I did not use the card until about a month ago. That's when I realized there was a third party which the above are affiliated. They both told me my account had been closed in June. When I realized that the $15 continued to be debited from my bank account as of August 1, that's when I took action to stop payments. I am content with the cancellation with no further issues.

9/24/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We were charged a merchant account setup fee but were rejected. We applied to Authorize.net for a merchant account but after going through underwriting it was rejected. The next day our bank account was charged $142.22 for a setup fee. We have tried repeatedly to get a refund but have been ignored.

Desired Settlement: Full refund of $142.22

Business Response: Initial Business Response /* (1000, 5, 2014/09/23) */ Contact Name and Title: **** * Contact Phone: XXXXXXXXXX Contact Email: *******@authorize.net Greetings *****, I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I have found gateway XXXXXXX under business name "***** *****" and I will be responding to your complaint from this account. If this is not the correct account then please let me know the correct gateway ID for reference. I understand that you are contacting us in regards to being declined for a Merchant Account (MA) and that you were still billed for the setup fee and gateway fees. In regards to the fees that you were billed, those are a fee that is separate from the Merchant Account (MA). Those fees are in association with the gateway that you were setting up as well. As a courtesy we sent your information to assist you in getting a Merchant Account (MA) setup. At the same time you can also get your own Merchant Account (MA) setup. As you said the sales rep was informed that no Merchant Service Provider (MSP) was approved. You stated that no refund was approved by anyone. I do see that on September 3rd, the sales rep did put in a request to have the setup fee and gateway fees reversed on this account. According to our statement on 9/9/2014 an ACH deposit of ******* was done to the checking account that we have on file. I do apologize for the frustration of this matter and apologize for the timing of this response. I hope that the refund has been completed, that this will bring a resolution to this issue. Thank you and have a great day. Initial Consumer Rebuttal /* (2000, 7, 2014/09/24) */ (The consumer indicated he/she ACCEPTED the response from the business.)

9/24/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Called on or about Aug 2013 to cancel service. Received confirmation ( did not keep) Company continued to draft account Called on or about Aug 2013 to cancel service. Received confirmation ( did not keep) Company continued to draft account. Send repeated emails, with replies "cannot process over email" or "Log in to account to send e-ticket" When trying to do that, website would hang and not process. Finally got website to work, send e-ticket. Got email saying they need account closure form from cc processing company. I send that 4 months ago. Proof of fax. Refaxed yesterday. Today get email saying didn't get required info. How these people get BBB accredited business is beyond me. They have done nothing but delay, requiring hours of work, after they said it was done.

Desired Settlement: Refund for all charges since original phone call Aug 13, 2013 Refund for 4 hours of my time at $75. You should reassess their standing in BB

Business Response: Initial Business Response /* (1000, 5, 2014/09/12) */ Contact Name and Title: **** * Contact Phone: XXXXXXXXXX Contact Email: *******@authorize.net Greetings ****, I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I have found gateway XXXXXXXunder business name "****** * ********, ***" and I will be responding to your complaint from this account. If this is not the correct account then please let me know the correct gateway ID for reference. I understand that you are contacting us in regards to this account not being closed and still being billed for the monthly fees. In reviewing your account I do see the eticket that was submitted in April 2014. The reason that it was not seen and processed sooner is because the ticket shows that it was closed by the customer. Sometimes when a merchant is filling out the ticket they are asked a question if this ticket resolved their concern. When answered with a yes it will close the ticket, because the ticket was closed none of our representatives even saw this ticket. For this we apologize and are working on that question to make it more clear and less confusing. Also with seeing this eticket we have issued a refund for the fees billed in April 2014 through September 2014. In regards to the remaining fees that you are asking for, stating that you closed your account in August of 2013, we show no record of anyone contacting us in regards to getting this account closed. I know that you mentioned that you no longer have received confirmation of the account being closed. Without that information we would no longer be able to provide a refund for that time frame. If you are able to locate that information, then we would be able to look into this matter further. I see that the account was setup through a reseller/Merchant Service Provider (MSP) called Flaghsip Merchant Services. Often time's merchants will contact them to close the Merchant Account (MA) and think that is closing with us. This may be who you have contacted to get this account closed. Again I apologize for the frustration of this matter. If you are able to locate the confirmation of closure from Authorize.Net, please provide that information and we will be able to get this taken care of for you. Thank You and have a good day.

9/5/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Authorize.net rolled out an update which prevents us from completing credit card transactions for our business, they have failed to help us As of July 24 2014 at 10am we were unable to process any credit card transactions for our business. We have contacted Authorize,net many times via phone and email to get this problem resolved. They have confirmed that they rolled out an update to their system which is most likely the reason this problem occurred and refuse to roll back the update to let our payments work. They stated that we are a small percentage of clients whose system is not working so they are not willing to roll back the update. Secondly it is unprofessional to provide an update that will affect our business significantly without giving us a notice to try to work with them to fix this problem. I have called multiple times since this issue and this has been 3 business days where we were unable to process payments normally and this is causing many efficiency issues which leads our business in a bad position. Authorize.net refuses to let our technicians work with their technicians to solve this problem together and is leaving us dead in the water This is an unacceptable practice and this is causing severe problems in our business please review this thank you

Desired Settlement: We are seeking an immediate solution to this problem also they should be held responsible for the time we spent on trying to work this out with them and no fees should be applied for the time that their service has failed us

Business Response: Initial Business Response /* (1000, 6, 2014/08/13) */ Contact Name and Title: **** * Contact Phone: XXXXXXXXXX Contact Email: *******@authorize.net Greetings ******, I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I have found gateway XXXXXX under business name "****** ********* *** ****" and I will be responding to your complaint from this account. If this is not the correct account then please let me know the correct gateway ID for reference. I understand you are contacting us in regards to the server issue in July and not being able to get them to go through. I apologize for the frustration of this situation with the servers and transactions not going through. It was a result of us moving data centers and having to move servers at certain times. After this started, it was eventually rolled back to where most were able to process transactions. We understand that some still had issues with this. I show that we have attempted to resolve this for you and that you have already talked to a supervisor about this issue. Also that now you are able to run credit card transactions and were still able to process echeck charges during this down time. In regards to talking to a technician, I apologize that this is not something that we offer for support. Even though our support reps are not certified developers, they still do their best to assist you with your issues and provide possible solutions to resolve your issues. But again I do apologize that you were unhappy with the solutions that were provided to you. As I see that you are able to run transactions and that this was a frustrating situation for you as well as for our support team. I will be providing a credit of two months of the gateway fee, totaling $40. I hope now that you are able to process transactions and also with this credit that this will bring a resolution to this issue. Thank you and have a good day. Initial Consumer Rebuttal /* (3000, 8, 2014/08/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello, we have been experiencing payment issues for 2 weeks confirmed due to authorize.net server changes this is unacceptable business practice, 40$ will only cover for the two lunches I missed trying to resolve this problem on my side if there were retributions for this it would have been more that 40$ we are not really looking for money but looking for authorize to provide competent help and to actually call their custoemrs back and act like they care about major problems I must have called a total of 36 hours with a span of 2 weeks this was a major run around and waste of time I hope the BBB will wake them up Final Business Response /* (4000, 10, 2014/08/20) */ I apologize that you are still frustrated with this situation. In looking at your account I do not see that you are not able to run any transactions. I see that you mentioned that you wanted us to call merchants back. In reviewing over the callback requests I do show that you talked to one of our supervisors name ***, and that he provided details to assist you in resolving this. The notes also indicate that if you have any other issues that you would call us back. I see no further follow up in regards to calling us about this issue. If you still want someone to call you back in regards to this down time in July, I can ask that one of our supervisors call you back and assist you further with this issue. I do apologize if I misunderstood you in responding the first. Please let me know if you would like to have another supervisor contact you and I can get that arranged for you. Thank you and have a good day.

8/21/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Account was cancelled on 6/16/14 (#X-XXXXXXXX)and acknowledged by an My eTickets. They have continued to draft on my checking account July and August. The summary says it all.

Desired Settlement: Stop drafting the checking account and refund monies drafted during July and August.

Business Response: Initial Business Response /* (1000, 5, 2014/08/20) */ Contact Name and Title: **** * Contact Phone: XXXXXXXXXX Contact Email: *******@authorize.net Greetings *****, I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I have found gateway XXXXXXX under business name "**********" and I will be responding to your complaint from this account. If this is not the correct account then please let me know the correct gateway ID for reference. I understand that you are contacting us in regards to your account not being closed and still being billed. I have located your account and I have seen the eticket that you submitted. In reviewing that ticket, it shows that the ticket was closed by the customer. When some merchants are completing an eticket they are asked a question if this resolved their issue, or something to that affect. If they click yes, it would then close the ticket that you just created. Because of that our representatives did not see the ticket, so they were not able to complete the ticket and prevent any future billing. We do apologize for this matter. When we are encountered with merchants that have come across this, we will assist you in closing the account and issuing a refund for that time. When I was reviewing your account I did see that you had contacted us to get this closed. They also received some information from your Merchant Service Provider (MSP) as to when the Merchant Account (MA) was closed. I have processed that information and waived the balance on the account, issued a refund for the fees billed in July and also put in a prevention request for the Advanced Fraud Detection Suite (AFDS) that is post billed. Again we do apologize for this frustration, but we are glad that we were able to get this resolved for you. We also hope that this will resolve this issue today. Thank you and have a great day. Initial Consumer Rebuttal /* (2000, 7, 2014/08/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) They have addressed my issues except for one. They should make accessing a person via phone easier, out going messages don't do everything and just cause frustration - to long to many transfer's, etc. Machine cannot replace a real like person that in this case should speak good English. I await documentation that the account is closed and a refund for excess withdrawals form my checking account.

8/1/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I was told by an online agent I would be refunded, I have not been. I decided not to use the service because it just was not what I was looking for after-all. I then saw a bank debit. That same day I contacted Authorize.net, and was told by a rep that they would close the account, and I could submit a support ticket to get my refund back. That was over 2 weeks ago, and I have also sent 2 follow up emails and no one has responded. I am over and done with waiting on them.

Desired Settlement: Credit to the account, in the dollar amount that is being disputed.

Business Response: Initial Business Response /* (1000, 5, 2014/06/25) */ Contact Name and Title: **** * Contact Phone: ************ Contact Email: *******@authorize.net Greetings *******, I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I have found gateway XXXXXXX under business name "*************" and I will be responding to your complaint from this account. If this is not the correct account then please let me know the correct gateway ID for reference. I understand that you are contacting us in regards to your account being refunded. I have located your account and reviewed over your chat with the representative. When we issue a refund, the ticket is processed in the order that it is received. I see that the request has been processed on 6/13/2014 and the funds have been pushed out on the 18th in the amount of ******* I apologize that this time frame was not given to you when you first had the chat conversation with the representative. In regards to the setup fee, that is not a fee that Merchant Support can reverse for you. When you filled out the application you were informed and agreed to be billed the time the account was created. Within that billing is the $99 setup fee, I have included the portion of the application that includes that statement: Authorize.Net bills for all payment gateway fees on the first of each month. Once your Authorize.Net payment gateway account is created, you can expect your first bill on the first of the following month. Billing commences at the time of creation of the gateway account, and is hereby activated for billing of the setup fee and monthly fees of the Authorize.Net Gateway Account. You hereby authorize Authorize.Net to initiate a debit entry to Your checking account at the depository financial institution named below, hereinafter called Depository, and to debit the same to such account for the amount listed on the "Review Fees" section of this application. You acknowledge that the origination of ACH transactions to Your account must comply with the provisions of U.S. law. Also before completing the application under the review fees section you would agree to the following: Non-Refundable Setup Fee: Company agrees to pay to Authorize.Net a one-time non-refundable fee in the amount provided on the page titled "Review Fees" for the setup of Company's payment gateway account and access to the Authorize.Net Services. I do apologize for the frustration of this matter and the time frame it took to get the refund for the gateway fees. If you wish you can contact your sales rep ***** at ************* and discuss with him the possibility of getting the setup fee reversed. Again I apologize for the frustration of this situation and hope that with the gateway fees being reversed and talking to your sales rep that this will bring a resolution to this issue. I hope that you have a great day. Initial Consumer Rebuttal /* (3000, 7, 2014/06/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Well I am unhappy with this response. Getting a response from a company should not be that difficult. I will be sure people hear about my experiences with this. It is frustrating, and I'll be honest. Our company has policies we follow as well, but we stretch and bend over backwards to make customers as well as potential customers satisfied. After this experience, I can assure you, this gateway will not be utilized by us. Final Consumer Response /* (4200, 11, 2014/07/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I understand that. But I also received a bill for 34.95 from cyber source on July 2. I understand the non refundable setup. My concern is I am still being charged from cyber source. The only reason I continue with this claim is because every email I submit goes unanswered. If you can begin to email me back, I can close this. Thank you Final Business Response /* (4000, 13, 2014/07/15) */ The billing that you were charged of $34.95 for CyberSource, is from a separate entity and we have no control over that billing. Even though CyberSource is a sister company with us, I have been able to reach out to them and get the account closed. In speaking with them they agreed to refund the billing of $34.95 that was posted billed for the month of June. This is because the gateway account with Authorize.Net was closed at the beginning of June. As for the billing for the month of July, they will also be putting in a prevention to prevent that fee from billing to you. They did inform me that the credit of $34.95 will take a few days to complete and that you should see that in your bank account by next week. In getting this credit for you, I hope that will resolve this issue today. Thank You.

7/18/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: This company accepted my debit card payment and has failed to process it on the end of the retailer, resulting in my loss of money and no product. I sent in a debit card payment to purchase an item. The payment was accepted and the money was debited from my account. Biglasers.com stated Authorize.net did not receive the payment from me. I have a bank statement that says otherwise. I have not received the product worth $302.00.

Desired Settlement: I would like full refund.

Business Response: Initial Business Response /* (1000, 5, 2014/07/09) */ Contact Name and Title: **** * Contact Phone: XXXXXXXXXX Contact Email: *******@authorize.net Greetings *****, Thank you for contacting us in regards to your issue of not receiving any product and saying that you were still billed for it, from Biglasers.com I have been able to locate the business on our end, I do see that on June 17th that there was a purchase with the name of ***** *******. However the amount of this transaction was $309.90 and not $302. From the transaction details this appears to be your transaction. I show that the invoice number on the transaction is XXXXXXX. This may assist them in locating the transaction if they are not able to find it. As this is a dispute and the wanted refund is between you and the merchant Biglasers.com, you will need to handle this refund request with them. Through PCI Compliance and legal reasoning, we are not able to go in and issue any refunds for any of our merchants. This can only be handled by this respective party. I apologize for the frustration of this matter and that there is not more that we can do. I hope that you and Biglasers.com will be able to resolve this issue in a timely manner. Thank you and have a good day.

7/16/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Was treated rudely while on the phone with account rep. They took money out of my account and did not inform me. This happened on 06/17/2014. The amount taken out of my account was $154.65. I signed up for an online booking system. While setting it up they transferred me to Authorize.net. Somehow I was signed up for it although I didn't need it. I called them and they said there was nothing they could do. I would be charged a $99 fee and it was non-refundable. They charge my account. I called back again and said to please cancel the account and they did. They told me I needed to talk to my sales rep about any refunds. The sales rep "****" was very rude. He said, "Hey Lady, if you don't have an account number, I can't help you!" I said I didn't have one because I was never sent anything nor did I know I was signed up. He said, "If you don't have an account number, I can't help you. Talk to customer service." And hung up on me. I talked to customer service and they said I needed to talk to ****.

Desired Settlement: I would just like them to issue a refund. The account for for credit card processing and I just found out I had it. I guess it was opened May 30th but I didn't even know about it. The account was never used because of that. I would just like the money back they took out of my account and maybe the sales reps should have some training on how to respectfully work with customers instead of yelling at them and hanging up on them.

Business Response: Initial Business Response /* (1000, 5, 2014/07/03) */ Contact Name and Title: **** * Contact Phone: XXXXXXXXXX Contact Email: *******@authorize.net Greetings *******, I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I have found gateway XXXXXXX under business name "**** ** **** **** *******" and I **** be responding to your complaint from this account. If this is not the correct account then please let me know the correct gateway ID for reference. I understand that you are contacting us in regards to your encounter with your sales rep and that you want a refund for the setup fee. In reviewing your account I see that you talked with our merchant support and mentioned that you were told by SpanPlan that you would get an account that you would not be charged for. When you went through the application process you provided your information, business information and billing information. At the bottom of the page you check that you agree to the service agreement and the Authorize.Net Pricing that included the Non-Refundable setup fee in it. Once you click I agree the account is created and you are put into the gateway account, where you create a login id and password. What you may have been looking for is what we call a micro merchant account. With this type of account you would not be billed a setup fee, gateway fees or any transaction or batch fee. The micro merchant account only allows you to process up to $2,500 a month, if you need to process more you would need a normal account. With this account you would either be setup with CyberSource or eOnline-Data as the Merchant Account (MA). They would be the one to charge what their fees are. If you intended to have this account, we can still assist you with getting this account. We would also be able to look into getting the setup fee or part of the setup fee refunded. At this time we have already refunded the gateway fees for this account. With the information that was provided on the application page it did indicate that the setup fee is non-refundable, which you agreed to. Again I apologize for the frustration of this situation and how you were treated when talking with the sales rep. I have informed their manager and they will be looking into it. If you do wish to get the micro merchant account, we can get someone in contact with you and get that setup and look into the setup fee. If not as the terms of service and pricing was agreed to, we will not be refunding the setup fee that was billed. Thank you and have a good day.

7/4/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: **** ******* at Authorize.net, the representative assisting me with my account creation, has provided no customer service, which I am paying for. **** ******* at Authorize.net, the representative assisting me with my account creation, has provided no customer service, which I am paying for. Despite having contacting **** via email and telephone, **** has not returned any communication whatsoever. I have asked Authorize.net to cancel my account and reverse the changes in light of the fact that I have been provided no support for the item purchased.

Desired Settlement: I'd like the $120.94 refunded to my account since the service hasn't been used and the customer support has been non-existent.

Business Response: Initial Business Response /* (1000, 5, 2014/07/02) */ Contact Name and Title: **** * Contact Phone: XXXXXXXXXX Contact Email: *******@authorize.net Greetings *******, I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I have found gateway XXXXXXX under business name ************** Inc." and I will be responding to your complaint from this account. If this is not the correct account then please let me know the correct gateway ID for reference. I understand that you are contacting us in regards to you wanting a refund for the gateway service. I have talked with **** and he will be reaching out to you to discuss this account. Also what he can do to either get a refund for you or not. In regards to the gateway fees, I have gone ahead and reversed them on the account. Those funds should be pushed out to your bank account in the next week to two weeks. Thank you and have a good day. Initial Consumer Rebuttal /* (2000, 7, 2014/07/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) The business let me know they have refunded the full amount (*******), that I should have the money in my bank account in the next week to two weeks, and the issue presented in my BBB claim will be resolved.

6/25/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I called customer service and cancelled my account 3 times they continued to bill me for 3 months. I called and cancelled my account October of 2013 the customer service rep said I would not be changed for the next month. November came and they charged me again $25.00; I called customer service again and they said that it was an automated billing system and they were sorry the account had not been closed. I asked them to close the account they said it had been closed they said refunds take can take up to 2 weeks to get a refund. December came and they billed me again $25.00 monthly service fee. So I spoke to my local bank and they said they have seen issues like this before and advised me to close my account and reopen a new account. Now I've received a letter and phone calls stating stating that I owe them $67.29 in fees. After I closed my bank account they sent me a notice that the account was closed due to a closed bank account. here is that email. Your Payment Gateway ID: XXXXXXX Dear Authorize.Net Merchant: According to our records, we have been unable to collect the past due fees for your payment gateway account. As a result, we have closed your account, and a 25.00 USD fee will be required to reactivate your account. The total amount past due on your account is: 45.00 USD. To avoid further action on your account, please contact our Customer Support Department immediately at (XXX) XXX-XXXX to pay the balance due. You may also send a check or money order payable to Authorize.Net to: Accounts Payable PO BOX 947 American Fork UT 84003-0947 Please include your Payment Gateway ID (listed at the top of this email) in the memo of the check or money order. Should your account remain unpaid, the total amount due will be referred to a collection agency and may be reported to the credit bureaus. Your account will remain closed until the past due amount is paid in full, including the 25.00 USD reactivation fee.

Desired Settlement: I would like to forget even doing business with these crooks and liars. I want them to settle my account at ZERO. I don't owe the another dime!

Business Response: Initial Business Response /* (1000, 10, 2014/06/03) */ Contact Name and Title: **** * Contact Phone: XXXXXXXXXX Contact Email: *******@authorize.net Greetings ******, I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I have found gateway XXXXXXX under business name "****** * **" and I will be responding to your complaint from this account. If this is not the correct account then please let me know the correct gateway ID for reference. I understand that you are contacting us in regards to an account being billed that you said was closed. I have reviewed the account that you provided us and any calls associated with the account. In reviewing gateway id XXXXXXX I show that you have only contacted us once and that was on 9/23/2013 to find out how to obtain the API Login ID and Transaction Key. I see no request for this account to be closed, as it was activated at the beginning of October and not closed. I did a further search by your name and found that you had a second account. That gateway id is XXXXXXX and the business name on that account is ************************** On this account I do show that you contacted us on 11/18/2013 to have the account closed. At the time of that phone call, the account was closed. There was no further billing for the account that you did close. The billing that you were seeing was for the account that you had setup at the end of September beginning of October. For that reason we billed you for the account that was active and you had contacted us about to get information so that you could use it. With this information we will not be refunding any of the balance that was owed for the account. You will need to send us a check for the balance that is owed, as the account was open and available for you to use. When you close an account we send you an email so that you can keep it as a record of the closure, incase anything like this happens. Since we have no record of gateway id XXXXXXX being closed, you would need to provide us with the email that we send you when the account is closed. If you have that email and send it to me and I see that it is for the account in question, then I would be able to remove those funds that are owed. I apologize for the frustration of this matter. In closing if you can provide us the documentation from us that gateway id XXXXXXX was closed in October, we can process a refund. Without that documentation we will not reverse any fees as the proper account was closed when you requested it and we billed for the account that you had just opened and contacted us about. Thank you and I hope that you have a great day. Initial Consumer Rebuttal /* (3000, 12, 2014/06/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Why did I have 2 accounts? I never opened 2 accounts only one, so when I called to cancel the account I was unaware at the time I had 2 accounts and customer service should of made me aware. Why would I need 2 accounts this doesn't make any sense why you would open 2 accounts. I only contracted 1 account therefore I should not be held accountable for your mistake for opening 2 accounts for a small business. So you sent me an email stating that my account was closed so I thought my account was closed. I never used the account in question because I was unaware that it was open. Please explain to me why you had have opened 2 accounts for me. Final Business Response /* (1000, 16, 2014/06/16) */ In reviewing the two different accounts I see that neither of the gateways were setup directly through Authorize.Nets inside sales team. These accounts were in fact setup by two different resellers that also do merchant accounts. Gateway id XXXXXXX that you contacted us and closed on 11/18/2013 was setup by the reseller named First Data. Gateway id XXXXXXX was setup on 9/19/2013 by Merchant Warehouse. As to why you setup a second account, that information I could not provide you. Unless you were planning on closing with the one merchant account and going with a different one and they set you up with that gateway as well. As far as us not telling you that you had a second account when you closed gateway id XXXXXXX. That information we would not have if the gateway id was given to us to close the account and did not look it up by any other means. Also the business names on both accounts were different. I do apologize for the frustration of this situation. Both accounts were activated and fully setup by you and you agreed and accepted the terms of service on both accounts. Again in regards to why two accounts were setup that I cannot tell you. Except that this was setup by two different resellers. If you have any concerns why the second account was setup, you would need to contact Merchant Warehouse to receive those answers.

6/24/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Charged for a setup fee for a service that was never activated and left in TEST mode. Company unwilling to refund even when service not used. We were searching for a gateway to process customer payments. I found AuthNet, went to their website, and began the process of establishing an account. I had used another ISO/gateway but was not happy with the fees. I was able to establish an account that was in TEST mode, meaning I could not process payments with customers, in essence, it was an account in which I provided data to AuthNet. It was useless. I was billed $129.97. I asked AuthNet to refund my money, since I had not used their system. The first person I spoke with, said she could refund my monthly gateway fee of $20, but I would have to talk to "my sales rep" , since they had the ability to refund my $99 activation fee. She transferred me to ****, my sales rep, that I had never spoken with before, nor been provided with his information during my initial interaction via the web. **** told me that regardless of whether I used their services or not, I "activated" my account, and even if it was only in TEST MODE, I would be charged the $99 activation fee. When I requested that he refund the fee, since I never was able to use my account, nor the service, and that all I did was provide information to AuthNet, he said he was not able to refund me per company policy.

Desired Settlement: I would like a refund of $99 for the following reasons: 1) I never used this companies services, 2) The account that was created was never ACTIVATED, and only in TEST mode, 3) I was unaware of any charges to my account until today, when I immediately contacted the company, discussed my situation, and requested a refund.

Business Response: Initial Business Response /* (1000, 5, 2014/06/20) */ Contact Name and Title: **** * Contact Phone: XXXXXXXXXX Contact Email: *******@authorize.net Greetings ****, I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. In trying to pull up the created account, I have been unable to locate the account with the information provided. IF you can provide me with the gateway id or what we have on file as the business name, I will be able to locate the account. Once that is located I will be able to review over the account and see what we can do to assist you. Thank you in advance for sending me the information to locate the account. I hope that you will have a good day. Initial Consumer Rebuttal /* (2000, 7, 2014/06/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) ****, Thank you for your response. Account name is ****** ********, Business Name ******** *** dba ***** ****** I look forward to hearing from you. ****

6/19/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been double charge for a non existent account. I have called and complained about it but it keeps on being billed. Charges of 9.95 are being taken from my bank account for 4months now. 39.80 total. This is not for my original account which they take fees out of I want a refund and an actual guarantee my account for the 9.95 is closed. I dont need two accounts i have one that all my transactions run through.

Desired Settlement: Full refund 39.80 and a promise that the account will be closed there is no activity in this account and should never of been charged from the beginning.

Business Response: Initial Business Response /* (1000, 5, 2014/05/28) */ Contact Name and Title: **** * Contact Phone: XXXXXXXXXX Contact Email: *******@authorize.net Greetings *********, I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I have found gateway XXXXXXX under business name "****** *****" and I will be responding to your complaint from this account. If this is not the correct account then please let me know the correct gateway ID for reference. I understand that you are contacting us about a second account that you are being billed for $9.95. I first would like to apologize for the frustration of this situation. I hope that we will be able to get this matter resolved as soon as we can. In locating your account I see that when it was setup, it was setup as what we call a Micro Merchant account. A Micro Merchant account is a gateway that we do not bill the gateway fee or any transaction and batch fees on. We would only bill for any additional services you choose to sign up for. Also there is only two Merchant Service Provider's (MSP) that you can use, CyberSource or eOnline Data. With these types of accounts, you can use them if you are processing $2,500 or less in a year. So it is there to help those that do not want to incur a lot of fees, but need to be able to take small charges. I have closed the account per your request in the BBB complaint. If after you read this description you decided that you did want it, please let me know and I can reactivate it for you. As for the fee, it was for our additional service of Advanced Fraud Detection Suite (AFDS). I am having those fees refund back to you. They will be pushed out to the banking information that we have on file. As I mentioned in the description of the Micro Merchant account, there are only two Merchant Service Provider's (MSP) that you can be setup with. The one that your account was setup with is eOnline Data. At this time we are not able to close that account for you. We only send them the information based on the application that we received. I do apologize, but you will need to contact them to have that account closed with them. They can be reached at XXX-XXX-XXXX. So just in closing we have closed your Micro Merchant account. I am submitting a request to prevent any future billing of the Advanced Fraud Detection Suite (AFDS) and also to have the previous months refund back to you. You will also need to contact eOnline Data to have the Merchant Service Provider (MSP) account closed. I again would like to apologize for the frustration of this matter and hope that this will resolve the issue. Thank You and have a great day. Initial Consumer Rebuttal /* (3000, 7, 2014/05/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) I WILL ACCEPT ONCE I SEE THE CHARGES RETURNED AND THE NEXT MONTH IS NOT TAKEN. Final Business Response /* (4000, 9, 2014/06/03) */ *********, Thank you for your reply; I have had my finance department look over that request of mine. They have refunded the Advanced Fraud Detection Suite (AFDS) fees and they have been pushed out for deposit as of today. Also in reviewing your account I do see that we did not charge any additional fees for the month of June. You should see those funds show up in your bank account within the next couple of business days. I again I hope that you are having a great day and that this will bring a resolution to this issue.

6/4/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have reached out to authorize.net to reverse charges that were made with an account that was never setup. With no merchant account they billed me. In March I consulted authorized.net for a merchant account, after speaking with the sales team my business was subsequently denied a merchant account as the merchant did not work with my type of business. After multiple times trying to contact the sales person, I cancelled the account via chat and contacted authorize.net over the phone to get the charges reversed that were charged, I never setup a merchant account for me to be able to process any credit cards. I cancelled the account and I was never refunded for what they billed me. The sales team is and the support team is no help, now they have sent it to collections and my business is now in danger of getting a negative report due to the incompetence of they employees.

Desired Settlement: I want my charges refunded and my account closed completely, I no longer wish to deal with any company affiliated with authorize.net. Any of my personal & business data to be destroyed.

Business Response: Initial Business Response /* (1000, 5, 2014/06/03) */ Contact Name and Title: ****** Contact Phone: XXXXXXXXXX Contact Email: *******@authorize.net Greetings ****, I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I have found gateway XXXXXXX under business name ******** ****** ***** and I will be responding to your complaint from this account. If this is not the correct account then please let me know the correct gateway ID for reference. I understand you are contacting us in regards to the balance that was sent to collections and that you want the balance waived. I would first like to apologize for the frustration of this situation. I have located your account and reviewed over the details. I do see that while you signed up for our Micro Merchant account, you also signed up for our Value Added Services, which is the only thing that we would bill you for on this account. When you closed the account and noticed that you were being billed from us, it is your responsibility to contact us to find out about these billings and/or get them stopped. Having said that, I have talked with your sales rep to determine the status of the Merchant Account (MA) that we were assisting you in getting setup with this type of account. They have confirmed that you were declined by the only two Merchant Service Providers (MSP) that we use for Micro Merchant accounts. With this confirmation for the Merchant Service Provider (MSP) being declined, I am getting the balance pulled back from collections. Once that balance has been pulled back I will have the balance waived. Again we apologize for the frustration of this situation. You had mentioned in the complaint that you wanted this account closed. I am confirming that the account is closed. I will have the balance pulled back and balance waived. I hope that this will bring a resolution to this situation and that you will have a great day. Initial Consumer Rebuttal /* (2000, 7, 2014/06/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for taking the time to review my case, it has been a frustrating road with many of your rude employees. Is there any confirmation I can receive whe the balance has been cleared?

5/29/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: You took £105 of my money after i cancelled and immediately said I did NOT ever want the product. Hello. I created an account (Gateway ID: *******) then on the same day we actually decided to go with a different provider. I immediately emailed the account rep to tell him to STOP that application and cancel any payments. A month later I was charged £105. I contacted the rep '***' who passed the buck and threw me over to a different department. Spent 30mins+ waiting on the phone to then be told that I actually needed to speak to the rep! The sales rep is denying having ever received my cancellation email! It seems there is no reasoning with this company and they will do anything they can to keep peoples money, regardless if it is unauthorized or not (should be called UNauthorize.not). The fact is that money has been taken from me for a product/service that I never used, never wanted and said to actually cancel and not be charge for. I have no idea why you haven't already immediately just refunded my money instead of playing silly email tennis with me. These lengthy complaints procedures cost you much more in man hours and reputation damage. Now we have to go through this public complaints procedure which is no fun for anyone. This BBB complaint is the first of many public annoyances for you if you do not refund the charge.

Desired Settlement: Refund my £105 or I will make this very public. I'll make this clear. When money is taken from me WITHOUT my consent, I become your worst nightmare. Count on it. I will not be ripped off or have money taken from me like this and will go to town on this until I am rightfully 100% refunded. You guys have hundreds of millions in revenue. Don't make the mistake of under-estimating 'small-guy' customers. I don't care what polite response you try to come up with to justify it. You have taken £105 from my account which I told you NOT to take. REFUND. MY. MONEY. NOW. PLEASE.

Business Response: Initial Business Response /* (1000, 5, 2014/04/23) */ Contact Name and Title: **** * Contact Phone: XXXXXXXXXX Contact Email: *******@authorize.net Greetings *******, I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I have found gateway XXXXXXX under business name **** ************ and I will be responding to your complaint from this account. If this is not the correct account then please let me know the correct gateway ID for reference. I understand that you are contacting us about the billing to your account when you said that you closed with us the same day that you signed up. I would first like to apologize for the frustration of this matter and hope that we can come to a resolution on this. In reviewing your account I see that you have contacted our merchant support team on April 7th and spoke with a *****. He was able to get the gateway fees refunded and part of the Vat tax refunded as well. After reviewing further I was not able to locate any email in my records of requesting to have the account closed. Merchant support is not able to refund the setup fee on any accounts; this is something that only the sales rep can do. However I was able to talk with the UK sales department and they agreed to have the setup fee refunded with the remaining VAT tax. Our finance department will be processing this request and start to push those funds out, in total of ********* at the end of the month. Again I apologize for the frustration of this matter and hope that this will bring a resolve to this solution. Initial Consumer Rebuttal /* (3000, 7, 2014/05/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have still not received the refund you promised. When will it be back in my account? Final Business Response /* (4000, 10, 2014/05/13) */ Hello *******, I do apologize for the timing of the refund that you were promised. We have reversed the gateway fees for the account, from when you discussed this with ***** on April 7th. My finance department was waiting for the final word to push those funds out, since I was waiting for the setup fee to be reversed as well. I have asked them to go ahead and push those funds out to you in the amount of ******** The sales rep from the UK team has yet to put in the request for the setup fee. I have just discussed this with them and they are in the process of getting this taken care. I understand that you contacted us today and asked for a supervisor call back. I am assuming that it is in regards to this refund, if so I am addressing that in this communication. I do apologize for the timing of this refund and not be received to this point. I did indicate that this process can take up until the end of the month in my previous communication. I will continue to work with the sales rep to get this refund to as soon as I can.

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

Additional Notes

Complaint: No response to my repeated attempts to activate and set up my account. Then, no response to repeated attempts to cancel my service. For months, I kept emailing them with troubles setting up and activating my account. The few times they responded, they repeated the instructions they previously sent that never worked. I cancelled my Cyber Source account without any trouble, but then my Authorize.net monthly charge increased without notice or my approval. I tried to close my Authorize.net account for almost a year, but they never responded. They finally closed my account, but charged me again after my account was closed. I paid them for a year of "service" without ever being able to activate or use my service because they would not help me get set up when I had trouble. They increased my rates without permission or notification. They ignored almost all of my attempts to get in touch with them for support.

Desired Settlement: I want a refund of all of the money I ever paid them (Authorize.net and CyberSource) - total $1302.05

Business Response: Initial Business Response /* (1000, 5, 2014/05/01) */ Contact Name and Title: **** * Contact Phone: XXXXXXXXXX Contact Email: *******@authorize.net Greetings ******, I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I have found gateway XXXXXXX under business name "***** **********" and I will be responding to your complaint from this account. If this is not the correct account then please let me know the correct gateway ID for reference. I understand about the billing to your account when you have been trying to get the account closed. I first would like to apologize for the frustration of this matter and hope that we can bring a resolution to this issue. I have located what I believe is your account and reviewed over any communication that you have had with Authorize.Net and with CyberSource. In your complaint you mentioned that you had for months contacted us about getting this gateway account setup and also to get it closed. When I reviewed all of our emails through today, I used email address **************************. In doing so I see that you were given information in the month of May to contact the Merchant Service Provider (MSP) which was CyberSource to close the account with them, which would then only leave gateway as an option for echeck, should echeck be approved. I do apologize that some of your specific questions were not address and will forward that feedback on to the supervisor of that department to make sure that we are addressing those concerns. You also stated in your statement that after you closed with CyberSource that Authorize.Net continued to bill you for the Gateway account. The reason you were still billed for that account is because we received no contact to have the account closed. After the emails in August the next contact we got from you was in an email in March of 2014 request to close the account. The representative replied with different instructions to close the account. Which we then received the eticket and proceeded to close the account. When you closed the Merchant Service Provider (MSP) with CyberSource they sent an email, which I attached to this response that states: This does not terminate your gateway account with Authorize.net. Please contact your sales representative or support with Authorize.net to terminate your gateway account at (XXX) XXX-XXXX. So the account remained open until we heard from you further. In your statement you also mentioned that we increased the rate of your account. As the rate did increase, it was not by Authorize.Net doing this without your permission. As you activated the account in August of 2013, we show that you activated the additional services that we offer for all of our merchants. Again I do apologize for the frustration of this matter. The gateway account with Authorize.Net is closed and not occurring anymore fees. Because of the frustration of this matter and the responsibility to contact us to have the account closed, we will not be reversing all of the fees back to you. However we are willing to work with you and provide a courtesy reversal for all of the additional services and three additional months of gateway fees. So the total refund will be ******* and we will get that processed and push out to the account that we have on file. In closing I do apologize about the frustration of this situation. The Authorize.Net account is closed and we will be issuing a refund for the additional services that you were billed plus three months of gateway fees. I hope that this will resolve this issue and that you will have a great day. Initial Consumer Rebuttal /* (2000, 7, 2014/05/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) While all of the contacts I made are not listed in your response and I never signed up for additional services, I appreciate your fast response and willingness to work with me. I accept your settlement offer of a refund of ******* and look forward to receiving the refund to either the bank account or credit card to which I originally had the automatic payments deducted. Thank you for this quick resolution.

4/29/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: No response from representative after purchase. No response from emails to cancel our account. On 9/26/213 I contacted Authorize.net for their services. I received an email that day from ****** ******* (********@authorize.net) explaining what was needed for the application. On 9/30/2013 I contacted ****** ******* by phone at XXX-XXX-XXXX. During that conversation she walked me through filling out the application and explaining that to use their service I have to pay for another service from cybersource(if i do not have another merchant account?) She explained over the phone that an underwriter would contact me to get the details of my business straightened out for the sign up process for cybersource. That same day 9/30/2013 after finishing the application for authorize.net I recieved an email to login to my account(which could not be used to collect creditcard payments until signed up with cybersource). ****** ******* also helped me sign up with cybersource.(is there another option to cybersource? at this point i don't know what they do or why i need them, but they are the same company as authorize.net?) Authorize.net Payment Gateway ID is: XXXXXXX On 10/2/2013 I was sent an email from cybersource underwriting department. Which stated: ""Dear Merchant: We have received your application for a CyberSource Merchant AccountYour application has been assigned to an Underwriter for review. You will be contacted within the next 48-72 hours by an Underwriter. Please refer to Authorize.Net gateway account number XXXXXXX with all correspondence regarding this application. "" The first contact received from them after that was on 10/7/2013 with over 30 items needed from our company in order to move forward. After reading through the list I could see that I did not have half of the requirements to use their service. I called cybersource and asked them what to do. They just said send what I have through email. (also they are asking me to submit sensitive items in unsecure ways) On 10/7/13 I sent an email to ********@authorize.net Subject: "Cancellation and refund" Body: "There are too many requirements to this. I feel like these items should have been listed from the beginning. I have had to enter tax id, name, company name, etc twice now and now the underwriters want copies of social security cards for my partner and I. I have no idea what that would cost (time and money) to get one? Profit loss, utility bills, etc. and fax/email it all over like that is safe. Even if i had all of these items in front of me this would take 2 full days. Cant they just use the tax id, address, phone number, and bank account info? How many others get to this step and just quit? ugh Id like to just have the ability to process cards, it was easier to get the dba, business Lic. and bank account and tax id combined. Options? or just reverse what we have done." On 10/15/13 I sent another email to ********@authorize.net Body: "Have we found a resolution to this. I have no way to obtain the information they require without extreme effort." On 10/20/2013 I sent an email to *******@authorize.net. Subject: "Not getting support" Body: "I have sent multiple emails to the account manager without response. I have no idea of the state of my account. I wish to cancel as it has been over 3 weeks since i started this process and can still not process transactions. I was told i would be contacted by an underwriter for details. That has not happened. I have entered tax id and other sensitive data 2+ times now and i am required to do it again? I am asking for a refund and for you to dispose of my information. Completely frustrated with the process. Some information: *********************************** Gateway ID is: XXXXXXX" Response from support on 10/20 was unrelated to the issue. "Upon checking your account, it is still in Test Mode. This is the reason why you cannot run or make any LIVE Transactions." In 01 of 2014 I stopped payment from both cybersource and authorize.net with fees for both of $35 each.

Desired Settlement: I would like authorize.com's service setup with my bank directly and some credit on the service that I sent cancellation emails for on 10/20/2013 and prior. If this is not possible, please refund the money I have spent on your services.

Business Response: Initial Business Response /* (1000, 5, 2014/04/28) */ Contact Name and Title: **** * Contact Phone: XXXXXXXXXX Contact Email: *******@authorize.net Greetings ******, I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I have found gateway XXXXXXX under business name ******* **** ********* and I will be responding to your complaint from this account. If this is not the correct account then please let me know the correct gateway ID for reference. I understand that you are contacting us about the account that was billed and that you were not able to get the Merchant Service Provider (MSP) set on the account. I first would like to apologize for the frustration of this situation and hope we can resolve this issue today. I have been able to review over your Authorize.Net gateway account. I reviewed to see if any contact has been provided directly to Authorize.Net merchant support. I do not see that you contacted us directly on this matter that we could assist with. I have contacted your sales rep directly to obtain the emails you sent in to her. She was not able to find any emails, but did say that she remembered talking with you. As for the merchant account, if your bank offers a Merchant Account (MA) then you can see if they work with Authorize.Net. If they do you could provide us with what they call the processor configuration. That allows us to submit transactions to get the funds authorized and approved and then at the end of the day it contacts us to the merchant account and we would send your Merchant Service Provider (MSP) the transaction information so they can fund those transactions. In regards to this account, your sales rep ****** has already submitted a request to have the funds refunded back to you and received approval from her boss. So we will be refunding the amount back to the checking account you provided us with. If you do get a merchant account setup through your bank, then you can contact us to get a new Gateway account setup. Refunding all fees on this account would not allow you to use it anymore. You would be required to get a new account setup. Again I apologize for the frustration of this matter and hope that this solution will resolve this issue at hand. Thank you and have a great day. Initial Consumer Rebuttal /* (2000, 7, 2014/04/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) Realizing that ****** is not support i contacted autorize.net directly and recieved a response so i am unsure why you would not find anything. 10/20/2013 I sent an email to *******@authorize.net. The response on 10/20/2013 had nothing to do with the subject of my email. In fact is seemed to be a mocking. I accept your response. I dont know where this puts me with the collections guy. for *** but we will see what happens next.

4/25/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Never used their services, but was charged for it monthly. Their support receives my e-mails but does not respond at all to resolve the issue. I applied for Authorize.net, and after submitting the application I was handed over to a "third party" to fill out a bunch of forms. I was confused and I asked for help, but the support stopped replying. I was charged the application fee, which was a higher charge than stated, and then $20 every month thereafter for seven months so far, even though I never was properly signed up to use the services. $134.48 fee + $20 * 7 I have contacted them multiple times throughout months explaining the issue, and have received no response.

Desired Settlement: Full refund.

Business Response: Initial Business Response /* (1000, 5, 2014/04/23) */ Contact Name and Title: **** * Contact Phone: XXXXXXXXXX Contact Email: *******@authorize.net Greetings ******, I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I have found gateway XXXXXXX under business name ************ ***** and I will be responding to your complaint from this account. If this is not the correct account then please let me know the correct gateway ID for reference. I understand that you are contacting us in regards to Merchant Account that you were trying to setup in conjunction with the Gateway account and being billed for the gateway account. In your response you mentioned that you had emailed support several times and never heard back from anyone. In reviewing your account I was unable to locate any emails that you may have sent to Authorize.Net support. In contacting your sales rep he informed me that your merchant account was being setup through First Data. If you emailed them we would have no record of what was going on with that or unable to respond. As for the Authorize.Net account, at any point if you had no intention of continuing with the gateway account, it is your responsibility to contact us directly by phone to get this account closed. We are unable to close the account through email. I have closed your account based on this BBB complaint that was received and how you are saying you wanted a full refund. In talking with your sales rep, he indicated that he did talk to you about the merchant account and that it was denied by all of those that we had sent it to. Also that had you contacted merchant support and gotten the account closed, that he would have been able to get all of the fees refunded to you, including the setup fee. However; he is going to honor that part on our end, even though you did not contact us to close the account. We will have the gateway fees and the setup fee refunded and deposited back into the account on file. So in conclusion we have closed your Authorize.Net account and will be issuing a refund for the total of ******** I hope that this will resolve the issue on hand and that you will have a good day. Initial Consumer Rebuttal /* (2000, 7, 2014/04/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thanks for honoring the refund. Please rest assured, however, that I did contact your support several times. Notice that I used the contact form several times as well as sending direct e-mails several times. I've received several of this "confirmation" e-mails with no response afterward: "Thank you for contacting Authorize.Net. We will respond to your inquiry as soon as possible. If you have an urgent need and would like to speak with a member of our sales team today, please call *************** The Authorize.Net sales team hours are Monday through Friday, 6 AM to 4 PM Pacific time (closed major holidays)." I did not know I was required to CALL to stop being charged for an incomplete merchant account, when I signed up online. You should make this clear. I also did not know my merchant account was going to be set up under third-party companies. I thought Authorize.net handled that. Otherwise, what's the point? Anyway, hopefully I'll receive the refund. Thanks for your help. I just wish this could have happened much sooner through your e-mail support.

4/18/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I signed up for their services and cancelled on Monday in writing, Never used their service. Then they withdrawn $54.00 from my checking account. In Illinois we have a law that we can cancel a sale within 3 business days with no charge. I talked to a salesman **** ****** from Credit cardprocessing.com Office: XXX-XXX-XXXX Ext **** email ****@creditcardprocessing.com on Thursday 3/27/14. He said I would pay $12.00 per month, and a percent per usage. Then He said I had to go to authorize.net to fill out all the forms. I did all this and the prices they had on the forms was much higher. I called **** before I completed the forms and he had an explanation that I had a different price because I was going through his company. I never received anything in writing from him about the real prices. This did not seem creditable and I felt bad so on Saturday 3/29/14, I emailed both companies to cancel. On Monday 3/31/14 they sent me forms to fill out. Which I did and faxed. Since in Illinois we have a 3 business day law to cancel sales. I was angered to see the $54.00 withdrawal. I have bought other things and was able to cancel within the 3 days and have never had this problem.

Desired Settlement: I want my %54.00 back since I did not use their product and cancelled within the 3 business days.

Business Response: Initial Business Response /* (1000, 5, 2014/04/17) */ Contact Name and Title: **** * Contact Phone: XXXXXXXXXX Contact Email: *******@authorize.net Greetings *****, I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I have found gateway XXXXXXX under business name "***** ** *******, ****" and I will be responding to your complaint from this account. If this is not the correct account then please let me know the correct gateway ID for reference. I understand that you are contacting in regards to you closing your account within a few business days of setting up the account. I first would like to apologize with the frustration that you had with the information given by the reseller that you spoke with. I see that you have contacted us by our eticket and also contacted us by phone to have it closed. We apologize that you had to call in to do this; the eticket that was submitted was closed on your end which then took it out of our queue to work those. In reviewing the account I see that the refund request has already been approved and that the funds of $54.02 have been pushed out to the bank account on the date of April 14th. So those funds should be seen in your checking account shortly if it has not already. Again we apologize for the timing and not having seen the eticket that you submitted. Hope that this will resolve the issue. Thank you and have a good day. Initial Consumer Rebuttal /* (2000, 7, 2014/04/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) I did get the refund, however, they took another $5.00 from my account and I was assured that it would be refunded.

4/9/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: After numerous attempts to close my account and discontinue doing business with Authorize.net they continued to bill me without my permission. I had sent several emails and called several times to shut off my account with authorize.net yet I continued to be billed for monthly service charges. After I called them the first time they promised to close my account, yet they billed me again in November 2013. Billing continued in December 2014 so I called and emailed them again and was told that they would refund the charges but never did. I finally escalated this to who I think may be a manager (named *****, but I could get no further information about him). This left me with no choice but to deny any further charges from them to my bank account. When they tried to charge me again and the charge was denied then they charged me for the returned payment fee. They sent me an email on March 19 saying that they would refund the returned payment fee if I paid the monthly gateway fee. This is what I've been trying to get cancelled since October 2013. I still have not received any sort of response from anyone regarding my inquires asking for confirmation that my account has been closed.

Desired Settlement: I want my account closed and confirmation sent to me. I want all outstanding balances cleared from my account. I think it is either $45 or $20 at this point, but I can't be sure. I was only sent an email from a customer service supervisor (*****) stating that I should send in $20, but no actual reference as to which billing cycle this is from or any sort of invoice for this.

Business Response: Initial Business Response /* (1000, 6, 2014/04/04) */ Contact Name and Title: **** * Contact Phone: XXXXXXXXXX Contact Email: *******@authorize.net Greetings ***, I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I have found gateway XXXXXX under business name ******* ***** ******** ***** and I will be responding to your complaint from this account. If this is not the correct account then please let me know the correct gateway ID for reference. I understand that you are contacting us about the contact you had a with a manager name ***** and getting the balance waived. I would first like to apologize for the frustration of this matter. I have been able to review the account, phone tickets and talked to ***** about this issue. In reviewing the account I am able to confirm that the account has been closed. ***** and I were able to work with our finance department, about the balance on the account. With the account being closed, we were able to get the balance waived. So now with the account closed the balance has also been zeroed out. Again we would like to apologize for the frustration of this matter and getting confirmation about the status of your account. We hope that with zeroing out the account and the closer confirmation, that this will resolve the issue. Thank you and have a great day. Initial Consumer Rebuttal /* (2000, 8, 2014/04/09) */ (The consumer indicated he/she ACCEPTED the response from the business.)

4/7/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Discontinued services & they continued to bill me 2 months after. Got notified today-sent my account to collections w/o even attempting to notify me. In july 2013 I discontinued services & they continued to bill me 2 months after. I have no received any kind of communication from them, written or oral. Then I got notified today by ****** and ****** (X-XXX-XXX-XXXX) sent my account to collections w/o even attempting to notify me. Who can they send my balance to collections, when they owe me at least $7.95? I thought when a company was collecting on a debt, the debtor had to be notified first?

Desired Settlement: I want them to immediately stop the debt collection. Authnet owes me money, not the other way around. I have no idea even how much they are trying to get from collections. The person on the phone wouldn't even tell me. I asked for her supervisor and she said they were not available and that she would document it on my account. I want my $7.95 fee back that I was overcharged as well. I also want a formal apology for messing up my account and creating this whole disaster. I had to get my attorney involved. I want reimbursement for my attorney fees as well.

Business Response: Initial Business Response /* (1000, 5, 2014/03/11) */ Contact Name and Title: **** * Contact Phone: XXXXXXXXXX Contact Email: *******@authorize.net Greetings ******, I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I have found gateway XXXXXXX under business name ******* ***** ***** and I will be responding to your complaint from this account. If this is not the correct account then please let me know the correct gateway ID for reference. I understand that you are contacting us over your account being in collections when you said you discontinued your service with us. In reviewing your account I show that you were signed up through a reseller named Flagship Merchant Services. They are the company that provided your information and setup the gateway with us on your behalf for you. In looking over our records I do not show that you contacted Authorize.Net directly to get this account closed. I believe that you contacted Flagship to get this account closed. Flagship did not contact us until November 7th to get this account closed. If they were supposed to contact us sooner to get this account closed, then you will need to contact them and work that issue you out with them. As for Authorize.Net I will have your account pulled back from collections, once that is pulled back I will have the remaining balance on the account waived and zeroed out. As for the attorney fees, that is not something that we will be reimbursing you for. If there were any issues, those issues are with Flagship. I do want to apologize for the frustration of this matter and hope that with getting this information pulled back from collections it will resolve this matter. Thank you and hope that you have a great day. Initial Consumer Rebuttal /* (3000, 7, 2014/03/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I want written confirmation that my account was pulled back from collections. Final Business Response /* (4000, 9, 2014/03/20) */ I understand that you want written confirmation that your account has been pulled back from collections for gateway id XXXXXXX. Here is the written confirmation that we have pulled it back from collections. Gateway id XXXXXXX has been pulled back from collections agency ****** and ****** and the balance on the account has been zeroed out. This gateway no longer has a balance on the account. As the account is now closed and the balance has been zeroed out, I have provided the notification above that the account has been pulled back from collections. I hope that this will resolve are matter at hand. Thank and have a good day.

3/28/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Attempted to cancel account and still being charged monthly fees totaling over $200 to date. Had closed account after a credit card processor failed to provide a product we could use. Tried to cancel account with Authorize.net and they continue to charge us fees. One charge of $119.90 and two at $59.90 and I am unable to get through to customer service as the login information no longer works.Also another charge of $98.90.

Desired Settlement: I would like all of the fees refunded plus an amount to cover any fees for overdrafts.

Business Response: Initial Business Response /* (1000, 5, 2014/03/12) */ Contact Name and Title: **** * Contact Phone: XXXXXXXXXX Contact Email: *******@authorize.net Greetings *****, I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I have found gateway XXXXXXX under business name "***** ******* **** ***" and I will be responding to your complaint from this account. If this is not the correct account then please let me know the correct gateway ID for reference. I understand you are writing us in regards to an account that you are still being billed for, when you had closed the account. In reviewing our system I was only able to find the above mentioned gateway account with the information provided. If there is more than the one gateway, please provide me more additional information to locate them. At this time I was only able to locate gateway id XXXXXXX, the billing on this account was in the amount of ******* In your statement you said that we charged ******* another charge of ******* and two others at ******* From what information I can see those are charges that are not coming from Authorize.Net. When you closed the account, you may have contacted your reseller or Merchant Service Provider and requested that they close the merchant account, but that does not close your gateway account as they are separate from each other. With the information I have, the above listed charges are possibly coming from the merchant account with APCO Merchant Services or also known as AMS. If that is the case you will need to contact them to and work out those fees. Looking at the billing descriptor for those fees will also give another indication as to who it is that is billing you. If it is from Authnet Gateway Billing, then that is from us. If that is the case, please provide me more details to search for these accounts. Such as other possible business names, tax id, etc. In regards to the balance you have on file, I will have that pulled back from collections and waive the balance so that it is zeroed out. In regards to the overdraft fee that is not something that we will be reimbursing you for, as the account was activated and you agreed to the terms of billing. I do apologize for the frustration of this matter and hope that this will be able to resolve this issue. Thank you for contacting us about this matter and hope you have a good day.

3/21/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Customers bought our product with correct credit card info, we sent products to adressee. After sending we get a call saying they never ordered In July and August we received a sum of 5 orders by 2 different people for our product. Since we are paying for a service of a merchant account at authorize.net for the guarantee of business transactions, we assumed the order was legit and if there was an issue with someone giving full credit card details to order then it was ok and if it wasn't we were backed by the agent who released the payment. So, we received the order in our delivery box, shipped right away to give the customer quality service. 2 orders on july 24 and july 26 Order numbers RXXXXXXXXX- $105 sale jean- ******@aol.com RXXXXXXXXX $610- jacket- same email, same **** and send address. Billing info ******** *********** (XXX-XXX-XXXX) XXXX-XXst , Brooklyn, NY, XXXXX, United States Shipping to: ******** *********** (XXX-XXX-XXXX) **** ***** ****** Ave. , Brooklyn, NY, XXXXX, United States No complaints were made, then we got this next batch of orders. On August 14-15-16, 2013 Order numbers RXXXXXXXXX $645 jean RXXXXXXXXX $720- jeans and belt RXXXXXXXXX $880- jacket, 2 jeans Bill Address ******* ******** (XXX-XXX-XXXX) ** ******* Place , Passaic, NJ, 07055, United States Ship address: ******* ******** (XXX-XXX-XXXX) 9 ******** Ct , Passaic, NJ, 07055, United States A few days later we get a call from the cardholder on the first order and she says she never ordered anything from this website. Then a day later another call saying the same thing from the other cardholder. We called authorize.net and our credit card company, time went by, they finally came back to is with, since it was shipped to another address they are not responsible for monies lost.(which is the only way we now take orders now) People order and send to other addresses all the time. There was never anything clear or transparent about people who order must use same billing address otherwise you are not covered by our services. We are a small business trying to get on our feet and this has hit us pretty good. The entire reason for using authorize.net is to protect us and the consumer against fraud. We sent our high quality product in good faith and we have lost a total of $3254 in which none will be reimbursed. How do we know that the credit card holder didn't have her friend order, then deny? Thank you for your time.

Desired Settlement: Since we pay per month and per order for authorize.net to just process orders we expect professionalism. We pay, you deliver. We would like full reimbursement for our product and a discounted service price. What is your service if it doesn't work for your client?

Business Response: Initial Business Response /* (1000, 5, 2013/11/11) */ Contact Name and Title: ***** H Contact Phone: XXXXXXXXXX Contact Email: *******@authorize.net Greetings ****, I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I have found gateway XXXXXXX under business name "Gilded Age LLC" and I will be responding to your complaint from this account. If this is not the correct account then please let me know the correct gateway ID for reference. I understand that you received several chargebacks and want Authorize.Net to pay for them and provided discounted services. Authorize.Net is a payment gateway, and this means that we move data back and forth. We assist in creating a secure checkout process to protect customer data, but Authorize.Net is not a financial institution and we cannot guarantee that you **** be paid. This was made very clear in the Service Agreement you signed with us: 11.2.3 DISCLAIMER. CUSTOMER UNDERSTANDS AND AGREES THAT AUTHORIZE.NET SHALL BEAR NO RISK WITH RESPECT TO CUSTOMER'S SALE OF PRODUCTS OR SERVICES, INCLUDING, WITHOUT LIMITATION, ANY RISK ASSOCIATED WITH CARD FRAUD OR CHARGEBACKS. I do apologize that you have been a victim of fraud, but Authorize.Net is not liable for what you processed through your account and what you shipped. We can assist you in configuring your security settings to alert you when there is possible fraudulent activity, but we are in no way responsible for the transactions you accept through your account. If you need to contest the chargebacks then you will need to contact your merchant service provider who appears to be First Data through Bank of America to fight the chargebacks. They will be able to tell you why it is being charged back and what they require to contest it. Thank you for contacting us with your concern, have a good day. Final Consumer Response /* (3000, 16, 2014/03/03) */ In checking back with this account, there was a rebuttal to their position. We were not satisfied and would like a resolve. thank you -this was sent in- In any business, having a disclaimer in the contract does not guarantee it's legality. Especially if it contradicts that of ones main business objective; "acting as a Gateway for a secure checkout process". Since your business claim is to assist in creating a secure checkout process and you have a disclaimer stating that you bear no risk to fraud "security", what is secure then? In the advancements of technologies and the demand of internet security, as a business who charges for a secure service, cannot under any circumstance retreat under such disclaimers that invalidate your entire business agenda. Because your technology is behind the times, why should a small business who puts confidence in your "security" lose face and potentially go out of business? Better Business! I'm sorry but I cannot accept your claim. Find a way to make a secure checkout, if you can't pay for what you promise. Final Business Response /* (4000, 18, 2014/03/05) */ Response 3: The purpose of Authorize.Net is to be a gateway in which you can process transactions. When we receive the credit card information from your shopping cart or website, we place the information where it needs to be for processing. When we receive the information we do not know if the person submitting it is the actual card holder or a fraudster. Once we get the information we place that with the processor to see if funds are available, if they are available the processor will then verify the address provided with the transaction and with what the card issuer has on file. Then the transaction will be approved or declined based on the settings you established in your Authorize.Net account. Again this information is based on the address that is provided, what the card holder has on file and how the settings are setup. If the transaction comes through with correct information, but the card holder contacts you to say that they did not order this, there is no way that we would know that information. Unless they reported the card lost or stolen, which we would know before the card was authorized as it would be declined. Autohrize.Net provides an extra service that you can sign up for and pay $9.95 a month and provides different filters to assist against fraudulent transactions. You mentioned that some will only ship the product if the billing and shipping is the same. While this is true, this is your choice and something that some of our merchants have chosen to do, but is not a requirement from us. Authorize.Net will not do any reimbursement for the money lost in the transactions that were charged back. This is something that you would have to work out with your merchant service provider to show them proof of purchase and that all information was verified. If you wish to find information on the transaction, we can assist you with this. I do apologize for the frustration of this matter and hope that you have a great day.

3/21/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have tried to cancel the service. They just keep it going. I signed up for authorize.net over a year ago under the name ** *** ******* ** *** **** ********* ** XXXXX. I agreed to pay $30/month for access to their service. I closed the business quite some time ago and asked them to cancel the service. They assured me that they would. I contacted them again. Same thing. I just checked my bank statement again. Same old $30 coming out. I would appreciate the BBB helping me to get them to stop taking my money.

Desired Settlement: I would like them to refund me the charges since the time I requested them to cancel the service.

Business Response: Initial Business Response /* (1000, 5, 2014/03/20) */ Contact Name and Title: **** * Contact Phone: XXXXXXXXXX Contact Email: *******@authorize.net I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I have found gateway XXXXXXX under business name *** **** *** ****** ***** and I will be responding to your complaint from this account. If this is not the correct account then please let me know the correct gateway ID for reference. I understand that you are contacting us about an account that you said to have closed with us a long time ago, but that we are still billing you for $30. In doing a search for your account with your name I first found gateway id XXXXXXX. I reviewed the call logs on that gateway and see that you did contact us to close that account on 11/5/2013. With that information I was able to use the business name to locate gateway ids XXXXXXX and this gateway XXXXXXX. The XXXXXXX account I show was also closed in 4/16/2013. For the gateway that you are seeing billed I show no contact about that account to get it closed. Therefore we continued to bill for that account. In looking at the call record for gateway id XXXXXXX I see that you contacted us on 8/27/2013 trying to find an account. I am assuming where the other two accounts have been closed before that time you were looking for gateway id XXXXXXX. Since finding that information and with this BBB incident I went ahead and closed that gateway. You will see no further billing for that account. Since I do not have an official cancel date for gateway id XXXXXXX, until today, I am willing to work with you on a refund. The amount that we will refund you for is six months. I will have my finance department refund six months, which is a total of ***** That will go back to the checking account that we have on file. I do apologize for the frustration of this matter and not being able to stop the billing. I hope that since we were able to get the account closed and able to do a refund of six months, it will resolve this issue. Thank for contacting us and have a great day. Initial Consumer Rebuttal /* (2000, 9, 2014/03/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for your research on this. I was not aware that there were so many gateways involved.. I meant to cancel them all, of course, since I closed the company down. I appreciate your help with getting everything taken care of. I also appreciate the refund.

3/20/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Repeatedly ACH withdrawls from my checking account with no way to stop them. I have contacted them numerous times and they never stop. They keep withdrawling from my checking account every month the amount of $39.85 and $40. No way to stop this. Phone support cannot find my account. They have no idea what charges are for. I have not been a customer of authorize for over 1 year. 03/04/14 BKCD PROCESSING BKCD M DSC XXXXXX XXXXXXXXXXXX ******* ***** $39.85 03/04/14 AUTHNET GATEWAY BILLING XXXXXXXX ****** ****** $40.00

Desired Settlement: I am requesting that all stolen funds be returned, and that they stop this fraud.

Business Response: Initial Business Response /* (1000, 5, 2014/03/19) */ Contact Name and Title: **** * Contact Phone: XXXXXXXXXX Contact Email: *******@authorize.net Greetings *******, I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I **** do everything I can to resolve your concern in a manner that benefits all parties involved. I have found gateway XXXXXXX under business name ******** ****** *********** ***** and I will be responding to your complaint from this account. If this is not the correct account then please let me know the correct gateway ID for reference. I understand that you are contacting us about the continued billing to your checking account for your Authorize.Net account. In regards to your message you indicated that phone support was not able to locate your account. With the information provided in the BBB incident I was able to locate your account by just your name. I am not sure if you contacted Authorize.Net directly about your account or another service. For our phone support there are many other ways that we can locate an account. Aside from your name we can look up the account under the business name, the checking account number we are billing, your email address and even phone number. If for some reason support was not able to find your account through this information, we show no record that you tried to email us about this issue. Or even reach out to the sales rep in our sales department to get this account closed. Your sales rep would have been able to look up your information and provide you with the gateway id that we would then be able to use to get this account closed. Even sending in a signed letter through mail requesting to have the account closed, is another way and we could have used that information to search for the account. At this time I have closed your gateway, so you will receive no further billing to your checking account from us. I will submit a refund for 10 months of fees totaling ***** As for the other dollar amount that you listed as being billed to your checking account in the manner of $39.85. This is not a fee coming from us, in the information you provided you gave us the billing descriptor. The $40 dollar charge with the descriptor of Authnet Gateway Billing is ours; however the other one does not point to us. When you applied for the gateway account you indicated that you wanted a merchant service provider and so we submitted your information to some Merchant Service Providers. The one that was waiting for you to reply was Platinum Payment. They may be the one that is billing you that other amount; you can contact them at ************* If they are billing you then you will need to stop that with them. In closing I have closed your current gateway account (XXXXXXX). I have also submitted a refund for a total of 10 months which is for ***** I do apologize about the frustration of this matter and hope that this will bring a resolution to this matter. Thank you for your time and have a good day. Initial Consumer Rebuttal /* (2000, 7, 2014/03/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for getting back to me on this. I did try phone support as well as a rep. They were asking information that I did not have. I am not sure why you were able to find this information so easily. Thank you for the response and handling this matter. I will be watching for the refund.

3/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ran a batch for over ********** on February 15th and Authorize.net has yet to settle the batch. I cannot make payroll as a result. I ran a batch for over ********** on February 15th and Authorize.net has yet to settle the batch. I cannot make payroll as a result. I have been in two conference calls with a representative from Authorize.net and my Wells Fargo Merchant Account Rep trying to resolve this issue, so that I can pay my 72 employees. They have had 5 days to resolve a problem that needed to be immediately solved, so that their customer can continue to run a business. Now, I am late with my lease agreement for over ******* and I cannot pay my employees on time. This issue should have been settled on Tuesday the 18th. It has still yet to be resolved.

Desired Settlement: I am asking that any late fees that are incurred as a result of their negligence is reimbursed to my business and an official apology letter is written to explain why my employees cannot receive their paychecks on time.

Business Response: Initial Business Response /* (1000, 5, 2014/02/25) */ Contact Name and Title: **** A Contact Phone: XXXXXXXXXX Contact Email: *******@authorize.net Greetings *******, I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I have found gateway XXXXXX under business name ********** *********** ****** and I will be responding to your complaint from this account. If this is not the correct account then please let me know the correct gateway ID for reference. I understand that are contacting us about the funding of a batch that has yet come to your account. I first would like to apologize for the frustration of this matter and address the settling of these transactions. You had mentioned that we have not yet settled this batch? When you contacted us to get the batch reset, we immediately put that batch into to get it reset. When your cutoff time came up on the 19th, we made that batch available for your Merchant Service Provider to pull that information to complete their end. Until they pull that information from us, we cannot do anything with the batch to speed up the process. As far as completing this process in the five days you mentioned. That is what we have done as far as resetting the batch. You did not contact us until two days after the batch had failed. Within the next two days we had that batch reset and sent to the merchant service provider. Had you contacted us the Monday which was the following day after that batch, we would have been able to get it reset at that time. Now that the batch has been reset you will need to follow through with your Merchant Service Provider to make sure that they fund you for those transactions, if they have yet to do so. As for the late fees that you are asking us to reimburse you for. That is not a fee that we will be reimbursing you for. As though you may not agree, from when we were contacted we got the batch reset in a quick time frame.

2/17/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Never signed up for this service nor would I ever need it. I am a disabled veteran on a fixed income and I never signed up for any service with this company nor would I have ever needed it. They caused me to have 29.00 in returned check fees to my NavyFCU account. They are the worst type of thieves.

Desired Settlement: 29.00 for returned check fees and for my checking account information that was obtained fraudulantly to be removed from their records!

Business Response: Initial Business Response /* (1000, 5, 2014/01/30) */ Contact Name and Title: **** * Contact Phone: XXXXXXXXXX Contact Email: *******@authorize.net Greetings *****, I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I have not been able to locate your gateway account to review this issue. I know that you stated that you did not sign up for an account with Authorize.Net. Have you received any documentation from us that states a gateway id or what the business name is? Once I have this information and I can locate the account, I will be able to look into resolving this matter.

1/31/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I went to see if I could get approved for a Merchant services account to be able to take credit cards. I went to Authorize.net. I talked with a sales rep named **** ********. I told him what I needed was to be able accept credit cards. He sent me to a link that made us fill out information like an application. On this application it asked for bank info. When I asked **** why they needed this info he informed it was just to verify that we have a bank account they can transfer money too, similar to how Ebay does or Pay Pal. So at that time I informed him we were just in the beginning of the process trying to check out prices but I would give him my info including my "personal" bank account. I then let him know that if we decided to move forward we would open a business checking and move forward. Next thing I heard from **** was a link to what was called a Merchant agreement, in reading this it was asking for this company to be able to charge me $99.00 for a gateway, I did not understand what it was asking for. Basically they are not a credit card processing company they are just the Gateway. At that time I told **** I was not interested in their services. I asked 2 times back to back that we would not be charged the fees it listed because we did not want their services. He insured me that without signing the Merchant agreement nothing would be charged. Well they took 99.00 from my bank account. When I called them they gave me the run around for the first 3 calls they could not even find my info. Then I talked to **** and he said we did accept the agreement. We did not, in fact when I went to Authorize.net today the first thing that come up was our un completed agreement and it was asking us to finish it.I truly think **** must work on commission and turned this in himself. I think this company scams people and I am turning it into the Atty Generals office also.At this time I don't know if they will keep taking money from my account. He was very rude.Thank you.***** ******* Product_Or_Service: NONE Account_Number: Your Payment Gateway

Desired Settlement: DesiredSettlementID: Refund Our bank account to not be charged, and for them to accept responsibility for their actions in the matter at hand. I don't want their services and feel scammed by them and their processes. I think an investigation should be started with the local Attorney General office incase this is a fraud site.

Business Response: Initial Business Response /* (1000, 5, 2014/01/15) */ Contact Name and Title: **** * Contact Phone: XXXXXXXXXX Contact Email: *******@authorize.net Greetings *****, I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I have found gateway XXXXXXX under business name ****** *** ***** *** **** ******** and I will be responding to your complaint from this account. If this is not the correct account then please let me know the correct gateway ID for reference. I understand that you submitted an application for a merchant services provider and that you were billed for an account. Also you are looking for a zeroing out of fees that have been attempted to be billed to the account. In reviewing your account we show that you completed an application for an Authorize.Net gateway service (via our online application) on 12/26/2013. Your account was created the same day the application was received. You contacted our support via chat multiple times with questions in regards to your Authorize.Net gateway account and about getting a merchant account. After speaking with merchant support you first contacted **** * on 1/3/2014 by email and again by phone on 1/6/2014, indicating that you did not want to be billed for the account that you applied for. As **** explained in the online application it states that we will charge you the first of the next month for the gateway fee and the setup fee. I have added the information from the application below: Authorize.Net bills for all payment gateway fees on the first of each month. Once your Authorize.Net payment gateway account is created, you can expect your first bill on the first of the following month. Billing commences at the time of creation of the gateway account, and is hereby activated for billing of the setup fee and monthly fees of the Authorize.Net Gateway Account. You hereby authorize Authorize.Net to initiate a debit entry to Your checking account at the depository financial institution named below, hereinafter called Depository, and to debit the same to such account for the amount listed on the "Review Fees" section of this application. You acknowledge that the origination of ACH transactions to Your account must comply with the provisions of U.S. law. This authorization is to remain in full force and effect for this transaction only, or until such time that Your indebtedness to Authorize.Net for the amount listed on the "Review Fees" section of this application is fully satisfied. The specific debit to Company's account authorized herein may only post on or after the date this application is submitted to Authorize.Net, and in no event may the debit transaction post to Your account prior to said date. You may only revoke this authorization by contacting Authorize.Net directly at 808 East Utah Valley Drive, American Fork, Utah 84003, (XXX) XXX-XXXX, and only in the case that it cancels the set-up services provided by Authorize.Net on the date that You submit this application. You understand and agree to hold harmless CyberSource and processor from any and all liabilities arising from any errors in the information provided by You in this application, including without limitation, errors in Your bank account information. As indicated when you applied for the account you did authorize us to bill you for these fees, when creating and activating the account. As such the setup fee is a non-refundable fee. However, since the account has not been used at this time I have waived the penalty and also reversed the gateway fee that has been billed for a total of $48.23. The setup fee will not be refunded for this account. Thank you for contacting us regarding this matter.

1/27/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Opened an account, immediately wasn't happy with their services requested my account closed several times and they still wanted to bill me for nothing Opened my account with auth.net 10/08/2013. On 10/11/2013 I received an email of how their under writting department wanted me to run my business in order for them to start processing my credit card transaction. The biggest thing they requested me to remove my minimum order policy. IM A WHOLESALER! To get the wholesale price you need to buy a minimum amount. Authorizenet wanted to dictate what I could and could not do. They also requested a lot more documentation proof of address etc, and for me to do other things to my website like add a detailed description of products add logos etc. I immediately requested my account closed. I received emails from them constantly to set up my account and I replied constantly to please close my account and yo stop emailing me. On 11/01/2013 I received a bill for 133.19 for the amount they had already billed my credit card. I reported it to my credit card company as a not authorized transaction. On 11/09/2013 I received an email confirming my account was closed but now 01/10/2014 auth.net has sent me to collections for $190.27. I never used their services. They requested a lot more personal/ business information along with restrictions on how to run my business in order for them to process my credit card payments (which I never provided and I never conformed) requested account closure and now they sent me to collections.

Desired Settlement: Remove me from ALL EMAIL LISTS PLEASE NO MORE SPAM! Remove the collection strike against me!

Business Response: Initial Business Response /* (1000, 5, 2014/01/15) */ Contact Name and Title: **** A Contact Phone: XXXXXXXXXX Contact Email: *******@authorize.net Greetings ****, I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I have found gateway XXXXXXXunder business name ***** ***** ********** and I will be responding to your complaint from this account. If this is not the correct account then please let me know the correct gateway ID for reference. I understand that you applied for an Authorize.Net gateway account and requested that we apply for a merchant account on your behalf. You have closed the accounts and are requesting to be removed from collections and all mailing lists. As you have stated you applied for services on 10/08/2013 and your gateway was created on 10/09/2013. We sent the merchant account application to e-Online Data who is a preferred partner. The underwriting requirements that you described were required by e-Online Data and not by Authorize.Net. When a merchant service provider will not suit your needs we can assist you in applying through a different partner. You did not give us this option and instead you decided to close your accounts. In a chat you initiated on 11/09/2013 you indicated that you had emailed your request to close and had been instructed to call our merchant support to close. During this chat we assisted you in closing the account. At the time of closure there was no balance, but on 11/25/2013 your bank returned the charge for your fees. This balance was left unpaid by the end of the month and written off to collections in early January. You knowingly applied for an account and agreed to be billed for the non-refundable setup fee and monthly gateway fees both in the application and when you activated your account. However, we have pulled your account from collections and reversed the gateway monthly fees as a courtesy. There is still a balance of $99.00 remaining for the $99.00 non-refundable setup fee. The balance can be paid by following the instructions below: The current balance owed on your account is $99.00. Please include your Payment Gateway ID: XXXXXXXon the check or money order and mail the payment to: Authorize.Net Attn: Collections Dept. PO Box 947 American Fork, UT XXXXX-XXXX Note: If you wish to reopen your account, include an additional $25 to satisfy the account reactivation fee. Thank you for allowing me to review your account so that I could provide middle ground. Have a good day. Initial Consumer Rebuttal /* (3000, 7, 2014/01/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept because nothing was set up. Nothing was used. Even cell phone companies will let you try out a phone and service for 14 days. I never used the service. It's the same like applying for a cell phone picking it out choosing a plan signing paperwork then before I'm able to walk out with my phone and use it be told by the way we need additional personal information and be told also this is the only greeting you can use to answer a call, what can I say or not on my voice mail etc. I then say never mind. Never made a phone call never even held the phone but the company wants to charge me a set up fee. The payment was returned because I received absolutely nothing, I did not use your services and you charged me without my authorization. I would only be satisfied if this was completely dropped. I could understand if my account was actually setup I processed a few payments and for whatever reason decided to cancel service then yes I understand there's a setup fee, but in my actual case instead of ok you signed things here you go you can use your service now instead I was told before you can use your service please send us copies of the following paperwork and please make the following changes to your website and change the following policies of your company. No thank you, okay you owe us money for setting up an account... doesn't sound right. Please review my account further, you will see that to charge me any fee under the circumstances of closure/ cancelation would not be right to have me pay anything. Final Business Response /* (4000, 9, 2014/01/22) */ Greetings ****, I understand that you did not process any transactions through the Authorize.Net account, and that you are refusing to pay the setup fee for your account because you did not authorize that charge to your bank account. On 10/09/2013 you submitted an application for an Authorize.Net account and also requested that we apply for a merchant account through a partner on your behalf. On 10/10/2013 you activated the account and agreed to the terms of service again. During the application you gave permission to Authorize.Net to bill you the setup fee and related monthly fees. The statement below is copied from the application: Authorize.Net bills for all payment gateway fees on the first of each month. Once your Authorize.Net payment gateway account is created, you can expect your first bill on the first of the following month. Billing commences at the time of creation of the gateway account, and is hereby activated for billing of the setup fee and monthly fees of the Authorize.Net Gateway Account. You hereby authorize Authorize.Net to initiate a debit entry to Your checking account at the depository financial institution named below, hereinafter called Depository, and to debit the same to such account for the amount listed on the "Review Fees" section of this application. You acknowledge that the origination of ACH transactions to Your account must comply with the provisions of U.S. law. This authorization is to remain in full force and effect for this transaction only, or until such time that Your indebtedness to Authorize.Net for the amount listed on the "Review Fees" section of this application is fully satisfied. The specific debit to Company's account authorized herein may only post on or after the date this application is submitted to Authorize.Net, and in no event may the debit transaction post to Your account prior to said date. You may only revoke this authorization by contacting Authorize.Net directly at 808 East Utah Valley Drive, American Fork, Utah XXXXX, (XXX) XXX-XXXX, and only in the case that it cancels the set-up services provided by Authorize.Net on the date that You submit this application. You understand and agree to hold harmless CyberSource and processor from any and all liabilities arising from any errors in the information provided by You in this application, including without limitation, errors in Your bank account information. You did in fact authorize us to withdraw the setup fee and the monthly fees associated with the account. The payment gateway account was created on 10/10/2013 and you activated it on the same day. During the activation you confirmed that you agreed to the terms of service which can be found at the link below, and you again authorized the monthly and set up fees to be billed. http://www.authorize.net/files/Authorize.Net_Service_Agreement.pdf The request for additional paperwork and changes to your website was made by your merchant service provider. That request was not made by Authorize.Net. If you were unhappy with the first merchant service provider that your application was sent to then you can work with your sales representative to have the application sent to a different company. If no suitable companies were found that we would be in a different situation. You did not contact us about your concern with your merchant services and the first time you ever contacts us after you applied was a month later on 11/09/2013 to close your account. It was closed per your request and there would have been no further billing from Authorize.Net. On 11/25/2013 your bank returned the charge for your set up and monthly fees which left a balance eon your account and was later sent to collections. As a courtesy we have removed all monthly fees since you did not in fact use the account. The setup fee will not be reversed because there was an account setup and you authorized that charge twice. If that balance is not paid then it will be sent to collections and will need to be paid to the collections agency. The current balance owed on your account is $99.00. Please include your Payment Gateway ID: XXXXXXXon the check or money order and mail the payment to: Authorize.Net Attn: Collections Dept. PO Box 947 American Fork, UT 84003-0947 I would like to thank you for contacting us again with your further concerns. Authorize.Net has already provided a partial refund as a courtesy, and explained why the balance is due and how to resolve the balance. Thank you. Final Consumer Response /* (4200, 11, 2014/01/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I already stated as to why I should not be liable for any fees I'm not going to repeat myself. Word of advice to anyone interested in opening an account with authorize.net be careful. After you have opened your account but before you can actually use it you will be asked to modify how you run your business and to modify your website, and this will only take place AFTER they have you sign and "open" your virtual account /portal. If you aren't happy with their conditions and decide you no longer want your account (that you never got to use to begin with) they will end up charging you 100+ dollars for something "virtual" that was supposedly opened but you could never see or use.

1/24/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Authorize.net is ignoring the fact that I have contacted them to terminate my account and is still charging me causing me to have bank charges as well Hello, My name is ******* **** and my previous website name was *************** I have not had this website since September 2013 in which I sent in a request to both Authorize.net and Volusion to terminate my business with them. However they have ignored my many requests including the most recent ones as of January 2014 and still both continue to charge my bank account. My bank has filed a complaint to dispute the charges that Volusion (their collection company) and also Authorize.net have been trying to charge me. As you can see below, there are messages below showing that I have tried to contact VOLUSION/, AUTHORIZE.NET AND THE COLLECTIONS AGENCY FOR VOLUSION. I sent this request back as far as September 1st, 2013 to shut off all services because business was not doing well, and I had also been laid off my primary job. I have also attached a copy of my bank account showing that every time each and every one of you try to process's a charge onto this account, that it is charging me $35.00 because I do not use this account any longer either since I do not have the business. But you can see that some money still has been taken out. I have contacted my financial institution about this to fight these charges that I have sent requests to discontinue service with all who is involved in this business and have the documentation to prove. What is also funny is that I was told to go online to discontinue service that way, but I had no access any longer. Your companies are stealing money from me and are scheming people out of money. I was also told by a rep that I never even wrote an email into the company to discontinue the service. Well that is odd, because I have plenty of documentation showing I have been trying to attempt both companies involved to STOP BILLING ME for one which is charging me $38.00 and you are also charging me on your end for late fees and return fees. I am being charged by VOLUISION/AUTHORIZE.NET AND CLEAR MY NAME FROM THE COLLECTIONS COMPANY. I also expect the charges be discussed with my bank as to what charges you all have caused me to go negative in that account that is not even used, from the day I requested this to be shut off back in Sept 9TH 2013. I wanted to send in this additional information into your company (s) to review, and appreciate your help in this matter, as I have dealt with nothing but rude people at both places, and if this is not resolved I will be contacting the BBB along with an attorney. The charges that my bank could not refund me personally since it was over a certain period of time for them (authorize.net only here) was in the amount of $30.00. One charge was posted on 9/4/2013, 10/2/2013, and November 4 2013. As mentioned they still continue to try and charge that bank account as of today and it is charging me $38.00 each time. If you need the documentation showing and proving that I have contacted both of these companies to close my account feel free to contact me. I will also be filing a complaint against Volusion/Global Payments.

Desired Settlement: My bank resolved the NSF charges in my favor as they seen that I have contacted both companies, so I am not requesting the NSF charges. I am just requesting that the refund me the full $30.00 and also stop billing me and close my account. This is harassment and to me it is fraud in a sneaky way.

Business Response: Initial Business Response /* (1000, 5, 2014/01/13) */ Contact Name and Title: **** * Contact Phone: XXXXXXXXXX Contact Email: *******@authorize.net Response: Greetings *******, I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I have found gateway XXXXXXX under business name "******* ****" and I will be responding to your complaint from this account. If this is not the correct account then please let me know the correct gateway ID for reference. I understand that you said you sent us a correspondence requesting to have your account closed and that our reps indicated that nothing has been seen or documented of this correspondence. Also that you would like to have $30 reversed, the account closed and that we stop billing you. As I reviewed the phone records I do not see any contact in that manner requesting to close the account. I also did a search for any emails received from two different emails address on your account from August 15 through the beginning of November and was not able to find any emails. I apologize for the confusion on this matter, at this time your account is closed and will receive no more billing going forward. The charges on the account are for an eCheck service that you agreed to on the account, when you logged in on August 24, 2013 before you said to have requested to have the account closed. That was the only thing that Authorize.Net has billed you on a monthly basis. We show one record that you contacted us on the 10th of October to ask about the billing, but nothing was said at that time about the account being closed. Had you asked at that time we would have been able to close the account and refund those fees. Since the account was yours and your responsibility to follow through with making sure it is closed, we are willing to work with you and a refund. What I will do on my end is waive the remaining balance on the account, which currently is *** and also reverse one additional month of eCheck. That *** balance includes two months of the check fee that we are trying to collect on, plus the additional month. So we will be waiving/refunding a total of 3 months and excusing the penalty fees associated with the past due balance. This is the final refund that we will be offering. Initial Consumer Rebuttal /* (2000, 7, 2014/01/23) */ (The consumer indicated he/she ACCEPTED the response from the business.)

1/14/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Before you sign up for an account they say nothing about you need to deal with a third party provider and they will run a hard inquiry in your credit When you go to their website it looks like you will have everything in the same place with no other requirements. Then after you signed up for an account you get an email like this: ***************COPY*************** Dear ****, Thank you for submitting your application to Authorize.Net for a Payment Gateway and Merchant Account. We have reviewed your Merchant Account application and have submitted the application to Merchant Focus. Merchant Focus is one of our preferred Merchant Account Partners and will now conduct the underwriting and review portion of the Merchant Application Process. The contact information for Merchant Focus is as follows: Name: *** ****** Phone: X-XXX-XXX-XXXX *** Email: *******@merchantfocus.com Feel free to contact them directly. You will be contacted by an underwriting representative from Merchant Focus within the next 24 business hours to begin the underwriting process for your merchant account. Please ensure you reply to any emails or calls you receive from the representatives at Merchant Focus. If you have any questions about your merchant account application please feel free to contact your Authorize.Net Sales Representative. Sincerely, Authorize.Net'(r) a CyberSource solution XXXXXXX In Touch Travel Services LLC ****************END OF COPY************** Then, that person *** ****** never call me, and I got an email from **** ***** instead asking me for more information. I gave him the information but he never mention they will run a hard inquiry in my personal credit history. Before giving them the information they answered the phone promptly but after the account was declined, they didn't answer neither the phone nor emails. They offered me to send the application to other merchant account provider but what if the other run another hard inquiry and decline? I decided to close the account. I was promised to not be charged the set up fee and the fraud protection that I have signed for. Then I had a charge in my business account of $99 for the set up fees. I write them back and Mr. ****** ***** offered me to refund the $99 but he said they cant do anything with the hard inquiry. I have called Experian and they said the only one who can remove that hard inquiry is the provider who request it. In my credit report it appears like: POWER PAY LLC XXX-XXX-XXXX Mailing Address: *** ********** AVE PORTLAND, ME 04101 Business Name POWER PAY LLC Inquiry Date 11/20/2013 Business Type Credit Card Processors I'm not complaining because the hard inquiry in my business but on my personal credit history that they didnt say anything about it. Also, the reason they claim to decline is "Your business mechanism does not conform to the requirements of our merchant program". What does it mean? They didnt ask for any explanation or any other documentation for the process. Just declined with the hard inquiry in my business and in my personal credit history.

Desired Settlement: Mr. ****** ***** has offered the refund so I´m ok with that. I´m requesting to reverse the hard inquiry in my personal credit history with Experian because they didn't explain that the check will be run on my personal information but in the business.

Business Response: Initial Business Response /* (1000, 5, 2013/12/23) */ Contact Name and Title: ***** H Contact Phone: XXXXXXXXXX Contact Email: *******@authorize.net Greetings ****, I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I have found gateway XXXXXXX under business name "In Touch Travel Services LLC" and I will be responding to your complaint from this account. If this is not the correct account then please let me know the correct gateway ID for reference. I understand that you are upset that a third party was involved in your credit card processing and that they submitted a credit inquiry. I do see that you submitted an application for services on 11/18/2013 and the gateway was created on the same day. On the application you indicated that you would need a merchant account. On the application it specifically states: If you are applying for an Internet Merchant Account, we will process your application with the provider that is best able to service your business. This indicates that the merchant account will be sent to a provider who can meet your needs. Authorize.Net does not advertise that we provide merchant services. We only provide gateways. When a merchant indicates that they would like assistance applying for a merchant account we can assist them through one of our partners. If there was a hard inquiry on your credit then it was done by the merchant account provider as indicated my ****** ****** You will need to contact them directly to discuss that and request it be removed. You included their contact information, but I will include it again: POWER PAY LLC XXX-XXX-XXXX Mailing Address: *** ********** *** PORTLAND, ME XXXXX Business Name POWER PAY LLC Inquiry Date 11/20/2013 Business Type Credit Card Processors Authorize.Net cannot answer for why your merchant account was declined by PowerPay. They have their own procedures and policies that you must meet in order to qualify for their services. We offered to attempt another merchant service provider for you, but you declined and requested a refund. Authorize.Net provided a full refund of all charges. Authorize.Net has reversed everything that was done by our company. You will need to resolve your further concerns with PowerPay since they declined the merchant account and issued the inquiry on your credit. Thank you for allowing me to review and explain the situation further.

1/13/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: This company started charging us for "credit card" services in 2010.We did not sign up and they **** not provide proof or a refund This company has been charging us since 2010 approx. $50 a month. We have never USED the service, and our bookeeper assumed it was something business related and continued to let it charge, because she thought it had something to do with quickbooks. When we opened a new account at the bank, this company sent us collection letters. We then discovered it was something we NEVER used or EVER signed up for. I asked for my money back and they said no. I asked for proof that I authorized this and was told this via email: *******: In reference to our call on Tuesday, There is no IP in our logs for who did the digital signing of the agreement. However around the time of the account being activated it was logged into from this IP address: 24.207.205.87 There were logins on this account from the following 2 IP addresses as well after activation: ************** ************* I hope this is helpful to you. The return payment fee and late fee have been reversed leaving the balance at $60. This can be mailed in. Or if you decide it is fraud, please file a police report and fax a copy of a police report over to XXX-XXX-XXXX, Attn. Fraud Department. Thank you for your patience in getting this information for you. I hope it is helpful. Thank you for contacting Customer Support. Regards, ****** J Authorize.Net Customer Support They cannot prove I signed up, they have no contract, no signature, no authorization and we NEVER used the service or even ACCEPT credit cards as a company!!! I want a refund.

Desired Settlement: I want ALL of my money back or proof that I ordered, authorized or used this service.

Business Response: Initial Business Response /* (1000, 5, 2013/08/30) */ Contact Name and Title: ***** H Contact Phone: XXXXXXXXXX Contact Email: *******@authorize.net Greetings *******, I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I **** do everything I can to resolve your concern in a manner that benefits all parties involved. I have found gateway XXXXXX under business name "SBNQR Enterprises" and I **** be responding to your complaint from this account. If this is not the correct account then please let me know the correct gateway ID for reference. I understand that you feel there should not have been an account and that you are requesting a refund of all charges. I would like to review the account and discuss how it was opened and the current status of the account. On 3/4/2010 we received an online application for a gateway and a merchant account for your business. On the same day we sent a welcome email to *********@b2cmts.com and the account was activated. In order to activate you must use your TAX ID/SSN and this is also when the billing information was provided. From this information alone it is clear that either your business did apply for an account, or you were targeted by identify theft and your personal information was stolen. Throughout the months of March, April and May of 2010 there were several transactions ran. In April you contact our support to ask about the funding delay and you were referred to your merchant services with CyberSource. They discussed the funding delay with you and that was the last time we received contact until July 2013 when you claimed to have never set up these accounts. You have been receiving monthly billings since the account was opened in 2010, and the charges have appeared on your bank account as you stated. Due to the situation I am requesting to have the current balance waived before it is sent to collections, but you must also take responsibility for not closing the account if it was no longer in use. We will be unable to issue a refund for the months that the account was not used. If you still feel that you did not apply or activate the account then it was set up with your stolen information then please fax us the police report and we will take the proper action to resolve this matter. Please fax it to XXX-XXX-XXXX, Attn. Fraud Department. In addition to this faxed police report please email *****@authorize.net after you have faxed over a police report requesting a refund of all fees. Thank you, for allowing me to explain the situation and how the account was created and why it was billed. I am trying to assist you in understanding the situation and if it was set up fraudulently to get the refund you deserve. If it was simply forgotten and left active then you must take responsibility for this. I am requesting a refund of the balance on the account to prevent formal collections activity. If you have any additional questions please let me know. Thank you. Final Consumer Response /* (3000, 7, 2013/09/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) We have never you used Cybersource nor do I know what that is. I need to SEE my signature, my IP or some kind of proof that I signed up and accepted your terms. I am not going to any additional trouble. The burden of proof is on YOU, and it is not MY responsibility to file police reports, etc. It is simple - Show me anything that supports your claim (other than circumstantial conclusions) or send me my money back. Final Business Response /* (4000, 9, 2013/09/23) */ Greetings *******, Thank you for responding so we can continue to discuss your concerns. I would first like to discuss the CyberSource account that you do not recall any information on. When we first received the application for the Authorize.Net account it was indicated that you also needed a merchant account and the merchant account portion of the application had been completed. The application was sent to CyberSource and approved. The account provided to them was billed 4 times and last billed by CyberSource on 7/30/2010. CyberSource processed about $1900.00 is deposits for transactions ran through this Authorize.Net account. The account was used for processing when it was first set up. The CyberSource account was closed through their underwriting department in July 2010, but we were never received a request to close the Authorize.Net account which is why it was left open and billing your account. Normally when CyberSource closes an account they notify us to close the gateway, but that did not happen. I am working on a refund request to backdate the Authorize.Net closure to the time the CyberSource account was closed. There were a few IP addresses that accessed the account during the time of activation and then after the account was activated as well. It was access by ************** ************** and ************* which are all St. Louis MO. IP addresses during the time of the electronic activation and after the account had been activated. Because the account was created electronically there is no physical signature. We use the personal SSN/TAX ID and other secure information to confirm the individual is authorized to sign up for and activate the Authorize.Net account. Either the account was set up according properly according to your request or all of your business information was stolen and the accounts were set up in a case of identity theft. If it was done in identity theft we can only issue a refund if a police report is faxed and we are not able to file that report for you. As I have stated I am working on a refund since the CyberSource account was closed, but I have not gotten a response from my finance department. If you have any other questions or concerns please let me know and we can address those at this time. I **** be updating this account once I receive a response from my finance department. Thank you.

1/9/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: This company charged me a subscription for about two years unauthorized and wont return the money, Some years ago i signed up with a Merchant account through a third party or reseller who set me up with Authorize.net. Later i send a letter to that reseller canceling my merchant services. Some time ago i check my bank's statement and i see an unauthorized charge and call my bank to find out they have been charging for (give or take) two years now. I called authorized and they said they cant help me as i didnt cancel directly through them that i would need talk to the reseller. I talk to the reseller and they say they did cancel my account and if authorized.net didnt do it is not on the reseller but authorized.net. I called them back just to let me know they couldnt help me. I reached out to my bank and they said they couldnt help me much but to block the transaction as we did. My concern is, I signed up through a reseller and all my business was done through them, if i request a cancelation through them i expect Authorize.net to cancel as well. Ultimately i was charged for a subscription i didnt use for about two years and this company wont honor the cancelation. I find it disgusting that the customer service is really chilled back and they treat all customers and situation the same. I was charged for a service i didnt receive for a long time and it feels like this company was steeling money from me.

Desired Settlement: A full refund from the date a canceled my services.

Business Response: Initial Business Response /* (1000, 5, 2014/01/03) */ Contact Name and Title: **** A Contact Phone: XXXXXXXXXX Contact Email: *******@authorize.net Greetings *********, I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I have found gateway XXXXXX under business name ******** ********** and I will be responding to your complaint from this account. If this is not the correct account then please let me know the correct gateway ID for reference. I understand that you have closed with your merchant account/reseller about two years ago and that the Authorize.Net account remained opened, until you canceled it on 9/24/2013. Also that you are looking for a full refund from the time you closed with the merchant account/reseller. We received an application from Flag Ship Merchant Services to create a gateway account on 1/27/2011. This account was activated and you did agree to the terms of service. Within the terms of service you agreed to be billed until the account was closed. When you sent the letter to Flag Ship, we received no emails or calls from you or Flag Ship requesting to close the account. At that time we understood the account to be in good standing, until we heard from you on 9/24/2013 requesting the account to be closed. In our service agreement it states: 6.1 Authorize.Net Bills Customer. 6.1.1 Billing Terms. Billing shall begin on the Effective Date. Authorize.Net service fees are due and payable to Authorize.Net on a monthly basis, and the first payment shall be due on the first day of the month immediately following the billing effective date. Unless otherwise specified herein, fees and payments for any subsequent time periods shall be due on the first day of the month. Payments will be made in U.S. Dollars. a. Customers with U.S. Bank Accounts. Customer hereby authorizes Authorize.Net to initiate transaction entries to Customer's depository account(s) provided in its Customer application for all amounts due to Authorize.Net by Customer under this Agreement. This authority is to remain in full force and effect until Authorize.Net has received written notification from Customer of its request for termination in such time as to afford Authorize.Net a commercially reasonable opportunity to acknowledge and respond to the request. If Customer's depository account(s) number and/or federal income tax ID number changes, Merchant shall promptly update its account information in the Merchant Interface. Entries initiated to or from Customer's depository account will be in accordance with the rules of the National Automated Clearing House Association (NACHA) and/or any other regulatory body or agency having jurisdiction over the subject matter hereof. By you agreeing to the terms of service, you authorized us to charge you until you closed the gateway or Flag Ship contacts us to close the account. If you have Flag Ship send us a fax with the following information we can get you a three month refund: Faxed Confirmation Letters confirming Merchant Account closure must be on the letterhead of the MSP/Reseller and include: * Merchant Account closure date (example: MM/DD/YYYY): * Merchant business name: * MSP/Reseller business name: * MSP/Reseller address: * MSP/Reseller contact representative1: * MSP/Reseller phone number: Have the merchant fax this documentation to: XXX-XXX-XXXX, along with the Gateway ID on the document. If Flag Ship has an email that they can send us a screen shot showing the specific date that they emailed us or contacted us to close the account, then we will be able to offer a refund. Since we have no documentation from Flag Ship or phone records requesting us to close the account, we will not be offer a full refund for this account. Initial Consumer Rebuttal /* (3000, 7, 2014/01/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) You got the right merchant but you are offering me the same your representatives did and I do not agree to a three month refund. I agree, go by, and understand your policies but I closed my account. If you are able to check my usage you will notice none, then why does it seem okay to you to keep two years of unused service. Final Business Response /* (4000, 9, 2014/01/08) */ Thank you for clarifying that we are looking at the correct account. I understand that you are looking for a further resolution of more than a three month refund. As we showed in our previous response that we will continue to bill for an open account, regardless of usage, until we receive a closure request from either the merchant or the reseller. On this account, we received no such closure request, until you contacted us on 9/4/2013. As the owner of this account it is your responsibility to monitor your account and if you see that we are still billing, then you should be contacting us to determine why we are billing or to close the account. Without any documentation from Flagship Merchant services, showing the date that they sent us an email to close the account or contacted us, we will not be able to reverse the full amount. However we are willing to work with you and offer more than the three months that is standard with the Merchant Service Providers closure letter. We are willing to offer a 10 month refund of the gateway fees. This is a total of ******** Had you provided us with the Merchant Service Provider closure letter, that only covers 3 months and a total of ****** we are extending the additional 7 months as a courtesy of reaching a middle ground. Thank you for contacting us and have a great day. Final Consumer Response /* (2000, 11, 2014/01/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the resolution

1/6/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Authorize.Net, A CyberSource Solution has been stealing $20 from our business account since 2008. they refuse to give refund or show agreement Authorize.Net, A CyberSource Solution has been stealing $20 from our business account since 2008. they refuse to give refund or show agreement. They continue to waste our time and efforts to collect the money they stole from our account

Desired Settlement: full refund plus interest and a public hanging of the CEO would be nice

Business Response: Initial Business Response /* (1000, 5, 2013/12/02) */ Contact Name and Title: ***** H Contact Phone: XXXXXXXXXX Contact Email: *******@authorize.net Greetings *****, I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I have found gateway XXXXXX under business name "Ultimate RC Hobby LLC". I do not have enough details from your initial complaint to know if this is the correct account or not. If this is not the correct account then please let me know the correct gateway ID for reference. Once I have confirmed that with you I will be able to perform a more complete review of your account. Thank you. Your desired resolution is grossly inappropriate and threatening. If this tone and language continues I will not be able to work with you until you can be professional. Final Consumer Response /* (4200, 11, 2013/12/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) from authorize.net "I have worked with our sales department and they have provided the signed application. I have attached it to this BBB complaint as a PDF. " i do not see any attached PDF file with our signature/agreement Final Business Response /* (4000, 13, 2013/12/18) */ Greetings *****, Thank you for letting me know that it didn't upload properly. I have attached it from two different sources to make sure it attaches properly.

1/2/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Online application charge of $99 and monthly billing fees. I submitted an application online to setup a merchant services account for a new business. I thought I was submitting the application and a sales rep would contact me. Instead they charged me $99 by using my bank account information for the application fees and starting charging me monthly fees. I called and cancelled the application and was billed again the next month by their merchant services billing account. I called to complain and was told that was a seperate division that needed to be contacted seperately. This company is running a sham on consumers, doesn't want to hear about unauthorized charges and will not refund their erroneous fees.

Desired Settlement: Full refund of $99 application fee and $34.95 merchant services fee that was charged. And an apology.

Business Response: Initial Business Response /* (1000, 5, 2013/12/13) */ Contact Name and Title: ***** H Contact Phone: XXXXXXXXXX Contact Email: *******@authorize.net Greetings ******, I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I have found gateway XXXXXXX under business name "The Wedding Alliance, Inc" and I will be responding to your complaint from this account. If this is not the correct account then please let me know the correct gateway ID for reference. I understand that you are upset that you were billed for applying for an account. When you filled out and submitted the online application you do agree to the billing of the setup and monthly fees when the account is created. I have attached a screen shot of this page to the BBB complaint. I have also included the text below in case there is any problem accessing the attached file. Authorize.Net bills for all payment gateway fees on the first of each month. Once your Authorize.Net payment gateway account is created, you can expect your first bill on the first of the following month. Billing commences at the time of creation of the gateway account, and is hereby activated for billing of the setup fee and monthly fees of the Authorize.Net Gateway Account. You hereby authorize Authorize.Net to initiate a debit entry to Your checking account at the depository financial institution named below, hereinafter called Depository, and to debit the same to such account for the amount listed on the "Review Fees" section of this application. You acknowledge that the origination of ACH transactions to Your account must comply with the provisions of U.S. law. This authorization is to remain in full force and effect for this transaction only, or until such time that Your indebtedness to Authorize.Net for the amount listed on the "Review Fees" section of this application is fully satisfied. The specific debit to Company's account authorized herein may only post on or after the date this application is submitted to Authorize.Net, and in no event may the debit transaction post to Your account prior to said date. You may only revoke this authorization by contacting Authorize.Net directly at 808 East Utah Valley Drive, American Fork, Utah 84003, (XXX) XXX-XXXX, and only in the case that it cancels the set-up services provided by Authorize.Net on the date that You submit this application. You understand and agree to hold harmless CyberSource and processor from any and all liabilities arising from any errors in the information provided by You in this application, including without limitation, errors in Your bank account information. Under special circumstances your sales representative can negotiate the setup fee, but you will need to contact **** ** directly at XXX-XXX-XXXX. On the application you also indicated that in addition to the Authorize.Net payment gateway that you wanted us to apply for a merchant account on your behalf. That application was submitted to our partner CyberSource per your request. They are a spate entity and any refund of their fees will need to be discussed directly with them. CyberSource support can be reached at XXX-XXX-XXXX. I would like to thank you for contacting us with your concerns. I do apologize for your confusion with the online application. All fees charged were authorized and you confirmed that you understood that when you submitted the application.

1/2/2014 Problems with Product/Service
12/26/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The service never worked for 2 years I paid and got nothing. Every time I tried to bill my customers with their credit cards it wouldn't work. For 2 years I spent hrs upon hrs trying to login it never worked I got fed and changed my credit card number so they would stop stealing from me. Now they want more and have 3rd party harassing me.

Desired Settlement: Refund 2 yrs of billing that I was unable to use their worthless service.

Business Response: Initial Business Response /* (1000, 5, 2013/12/18) */ Contact Name and Title: ***** H Contact Phone: XXXXXXXXXX Contact Email: *******@authorize.net Greetings *****, I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I have found gateway XXXXXX under business name "Hill Country Home Improvements" and I will be responding to your complaint from this account. If this is not the correct account then please let me know the correct gateway ID for reference. I understand that you were never able to successfully charge a credit card and upset about a balance. You applied for a payment gateway with Authorize.Net and it was created in March 2010. The first time you contacted us for any support was in August 2010 asking where the deposits were for your transactions. This was the last time Authorize.Net was contacted for any support or assistance on your account. If you were concerned about deposits then there were definitely successful transactions that had been processed. I see that in August and September of 2011 you processed two more transactions that were settled successfully. The fact that there were successful transactions means that you were able to access and utilize the account. We were never contacted about your inability to process transactions or the trouble you had logging in to your Authorize.Net account. Both are issues that we can and will help you with any time. When you closed your card in September it prevented the billing for the October monthly fee and this is when there was a balance added to your account. The next time we were contacted was in October of 2013 when you requested your account be closed. The account was still active under our agreement when you were billed for October's monthly fee and that balance was never paid. It has since been written off to collections and must be paid to the collection company ****** & ****** directly. ****** & ****** XXXXX ***** **** Street, Suite *** Phoenix, Arizona XXXXX Phone # XXX-XXX-XXXX Local Fax # XXX-XXX-XXXX Toll Free Fax # XXX-XXX-XXXX I do apologize for any difficulty you had using your account, but we are not able to issue any refund since there was no attempt by you to contact us for assistance. We never received a request to close the account which means that your agreement with us was still in effect and the balance is due to ****** and ******* I thank you for contacting us with your concerns and for the opportunity to explain the situation and provide additional clarity on this situation. Initial Consumer Rebuttal /* (3000, 7, 2013/12/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did try contacting several times by phone when trying to use the service it was completely a run around with hours of wasted to time. Final Business Response /* (4000, 9, 2013/12/23) */ Greetings *****, I apologize if you had difficulty dialing our number. When you contact our phone support we are required to create a record of the call. There were no calls to our support other than the calls that I mentioned in my previous response. Our phone system is very easy to use, and you were able to get to a representative when you called to formally close your account. We were not contacted in this way other than the times I explained in my previous response. Our support was available to you, but it was not used. You had the right to close your account at any time, but you did not request your account closed until 10/16/2013 when it was promptly closed by our representative. There were several transactions ran through your account successfully, and no attempt to contact us about your inability to access/use the account for processing. There is no refund available for your account due to the situation.

12/24/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Cybersource terminated my account after receiving my reserve deposit (1 day after official account approved) with held 30K, lack of transparency DBA: ****** ********** *** GID: XXXXXXX Attached below is the original email I sent to cybersource upon my account closure dated July 18, 2013. Upon request for their legal teams contact information I was told that there is no contact information except for the email address *****@cybersource.com. Needless to say myself and my attorney have both written to this address without a response. I have also called numerous times to inquiry when my funds would be released. My account was closed upon review by ******* ******* of risk management. ******* has failed to return 2 of my voicemails in which detailed messages were left. When I have managed to reach ******* she has neither been informative nor helpful. My funds have been withheld from me for well beyond 120 days and no one has been able to tell me exactly when my funds would be released from the NON-INTEREST bearing account they have been placed in. The lack of transparency in this company, and lack of response is unprofessional and dishonest. Additionally the hassle created by the closure of my account is ridiculous. Upon closure of my account I was told I would need a new processor, Cybersource placed me with e-online data without my knowledge or consent. Thus when I had to process a batch of refunds for my customers my authorize.net gateway was incorrectly pointed at e-online data when funds should have been withdrawn from cybersource. The refunds were sent back to my customers, and then RECHARGED again without my consent or knowledge because E-online data did not recognize them as valid. You can imagine how unhappy my customers were discovering they were refunded only to be charged again days later. I have contacted cybersource regarding this matter to provide written documentation of this error for my files however, going on 5 months and no response. Original email requesting information: To whom it may concern, I am writing this email regarding the termination of my merchant account, more specifically the funds being withheld from my account. I signed an agreement on June 3, 2013 creating a $4,000 reserve account. The processing funds being withheld over $24,000 were agreed to be released to my account June 13, 2013. On June 14, 2013 I am now told that all funds processed will no longer be released to my account but held for 120 days and that I will receive a partial release of the total funds in 60 days. I would like to be contacted regarding this issue as soon as possible. - Please provide me with the contact information on who will be handling my case so that I may forward this information to my business attorney. - As I only signed a $4,000 reserve agreement, Please provide me with the documentation that states all of my processed funds are now to be placed into a reserve account not releasable to me for 120 days. please note a total of over $30,000 was withheld. A partial refund was released in the amount of a little over $15,000 to my account on October 5, 2013 (not 60 days as I was told but 90 days) then after 130 days with 15,000 remaining I placed a called where I was told by ****** that I could expect the release of my funds (as scheduled by ******* ******* on November 9th, 2013) When I explained to ****** it was beyond 120 days as stated i received another PARTIAL release of my funds on november 8 in the amount of $7,500 and now no one seems to be able to tell me when i can expect the FULL release of ALL of my remaining funds as my cybersource.net has been closed well beyond 120 days.

Desired Settlement: I would like a written explanation regarding why my customers where refunded and then recharged without their or my consent after processing refunds. I would also like to know the exact amount still being with held from my account and EXACTLY when i can expect them to be deposited into my business account. Not having an exact date is simply unacceptable especially when it is regarding my funds that your company is withholding. I would also like the full legal contact information as clearly no one intends to respond to the emails sent to *****@cybersource.com

Business Response: Initial Business Response /* (1000, 5, 2013/12/06) */ Contact Name and Title: ***** * Contact Phone: XXXXXXXXXX Contact Email: *******@authorize.net Greetings ******, I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I have found gateway XXXXXXX under business name ******** simplicity ***** and I will be responding to your complaint from this account. If this is not the correct account then please let me know the correct gateway ID for reference. I understand that you have had trouble getting your funds released and issues with your merchant services. I would like to start by addressing the funds that are currently on hold. There is currently $2500 still on hold. These are being held because there have been recent chargebacks for those transactions. There is a review scheduled to be performed tomorrow for the release of the $2500. We could not see anything that that would prevent the release of those funds at this point. I do apologize for any trouble you have had contacting out legal department. Their contact information has been provided below: CyberSource PO 8999 San Francisco, CA 94128-8999 Attn: Legal Department M1-12SE Fax: XXX-XXX-XXXX You had an issue where you submitted refunds through your second merchant service provider and then they were all recharged. The original transactions were submitted through Authorize.Net and your CyberSource merchant account. You had applied for ECC which allows unlinked refunds through Authorize.Net. The refunds were sent to the eOnline Data merchant account. eOnline Data is the company that refunded the customers and then recharged them. Unfortunately we have no information on their policies. For more information on that situation you will need to contact eOnline Data directly. They can be reached at XXX-XXX-XXXX. To review, your account with CyberSource was terminated due to the large number of chargebacks. The funds were held longer than normal, but still within the terms set in the service agreement due to the large number of chargebacks received. The last $2500 will be reviewed for release tomorrow on 12/04/2013. The legal contact information is available above. You will need to contact eOnline Data to inquire about the refunds that were recharged.

12/4/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: They are holding on to funds from credit card transactions and refusing to give a complete explanation of explanation as to the reason. Their Risk Management Department informed me they would be holding on to my credit card transactions until they spoke specifically to my customers. After jumping through multiple hoops, partial funds were released after much delay. My customers were not happy as they had already been charged them for the item they purchased, and were very happy with, but not released the funds to me. As of this date, they are still holding on to funds and not giving a complete explanation as to why.

Desired Settlement: I would like them to release my finds that they are holding, and an explanation as to why they are holding on to this amount.

Business Response: Initial Business Response /* (1000, 5, 2013/11/18) */ Contact Name and Title: ***** * Contact Phone: XXXXXXXXXX Contact Email: *******@authorize.net Greetings ***, I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I have found gateway XXXXXXX under business name ********* ******* ******* and I will be responding to your complaint from this account. If this is not the correct account then please let me know the correct gateway ID for reference. I understand that your funds for your credit card transactions have been held and there has been very little explanation or communication as to why. Authorize.Net is a payment gateway provider and our purpose and responsibility is to take transaction requests from your website and move that transaction request back and forth to the appropriate parties. As a gateway Authorize.Net does not ever touch your funds from your credit card transactions. I do see that you signed up for a merchant account with ******** ******* ***** for your merchant services. ******** ******** is the company who is responsible for charging you the percentage rates and making deposits for your transactions. If you have funds on hold they are being held by ******** ********* They will not allow me to contact them since Authorize.Net has no authority over your accounts with ******** ********* but I can provide you the contact info that they provided. Company Name: ******** ******* ***** dba *** Company Phone: (XXX) XXX-XXXX I do apologize for the situation that they have put you in. It is their responsibility to tell you why funds are being held and how to have that hold removed. The only suggestion I can make is to continue to contact them regarding your account and the hold. I appreciate you contacting me so that I can provide some clarification on the situation, and I hope that they can resolve your concerns as soon as possible. Have a good day.

12/4/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My account with Authorize.net was cancelled both in writing and via phone in May of 2013. They continue to illegally debit my bank account. My account with Authorize.net was cancelled both in writing and via phone in May of 2013. They continue to illegally debit my bank account despite several followup calls and emails from both myself and my bank.

Desired Settlement: I am seeking 104.7 dollars to be refunded to my checking account.

Business Response: Initial Business Response /* (1000, 5, 2013/11/15) */ Contact Name and Title: ***** * Contact Phone: XXXXXXXXXX Contact Email: *******@authorize.net Greetings *****, I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I have found gateway XXXXXX under business name ******* ***** ********* ***** and I will be responding to your complaint from this account. If this is not the correct account then please let me know the correct gateway ID for reference. I understand that you thought this account was closed in May of 2013, but you continued to receive charges from Authorize.Net. In reviewing your account I can confirm that the account was not closed because we were never notified of your intent to close your Authorize.Net gateway. Based on your situation I believed that you had closed your merchant services account with ******** ******** ********* They originally set up the account with us, so it is normal to assume they will close it when you close with them. They did not reach out to us to close it and you were most likely not instructed to do so and the Authorize.Net account was left open. I called ******** ******** ******** to confirm this and they confirmed that your merchant account with them was closed on 05/10/2013. We do understand that this can happen and we have a policy that allows us to 3 months of refunds for your account. You were charged ****** a month and 3 months refund of that is ******* We have already initiated a refund of that amount into your account and you should see it shortly. Your bank account must be left open to receive this deposit. In your complaint you requested $104.70 to be refunded. From May 10th your account has only been billed ****** from Authorize.Net. We cannot refund more than we charged, and the refund being issued is purely as a courtesy. In your agreement you signed with Authorize.Net you agreed to communicate your closure request directly to us in an approved method. This was not followed and the fees collected were completely per our agreement. Per our policy we have issued the refund of ****** as a courtesy due to your situation. I would like to thank you for bringing this situation to our attention through the Better Business Bureau, but if you had requested this and explained that you closed with ******** ******** ******** then we could have handled this when you formally called us to close your account on 9/20/2013. I would like to thank you again for bringing this to my attention and allowing me to resolve the concern is issue a refund to your account. Have a great day.

12/4/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Authoize.Net has sent me a collection notice for a contract I never knew anything about and never used. Now they are talking collections agency? Authorize.Net claims I signed and established a contract with them that I did not know anything about. The first time I ever spoke to a representative was after receiving collections letters in the mail from some 3rd part associated with them which will be on my next complaint I file with the BBB. There was no respresentative who called me or spoke with me over the phone concerning this so called contract or the responsibilities as such. My written signature has never been signed by me. Above all I have never used Authorize.Net services nor the third parties whom they must be sending this so called signed contract to on my behalf. Now because of Authorize.Net these third parties are also saying I owe them monies. Again why would i owe anyone any money for NO SERVICES. I didnt even know anything about a supposed Merchant ID# until I spoke with a representative concerning how to cancel a contract I never established. And I would assume in order to do ANY transactions an individual would need that number in advance. What I want to happen is that Authorize.Net will close this ficticous account and disgard this ficticous contract wchich someone established and linked my name to. And I want them to stop sending me threatening letters concerning collections for a service I never used.

Desired Settlement: Totally remove my name from any piece of papework they have for me, stop sending any third parties any information concerning me. And stop sending me any ficitious information saying that I owe them anything.

Business Response: Initial Business Response /* (1000, 5, 2013/11/11) */ Contact Name and Title: ***** H Contact Phone: XXXXXXXXXX Contact Email: *******@authorize.net Greetings *******, I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I have found gateway XXXXXXX under business name "******* M *******" and I will be responding to your complaint from this account. If this is not the correct account then please let me know the correct gateway ID for reference. I understand that you do not feel that you never authorized the creation of an account and want it closed and any collections activity to be reversed. I do understand your concern and I would love to assist in clarifying the situation, closing any and all accounts, and reversing any billing activity. I would like to start by explaining the timeline in which the events occurred, and then I will explain several options for resolving your concerns. On 5/29/2013 we received an application from Merchant Focus Inc. for an account. Merchant Focus is a reseller of ours. They provide merchant services for business and if you need they can apply for a gateway through Authorize.Net. This would have been included in their application and agreement with you. Per the agreement we began billing on 06/01/2013 and the payments each month were successful until 09/01/2013 when the bank returned the charge. This is when the balance began to accrue. The account is currently in the process of being written off to collections. If you did sign up with Merchant Focus then you were made aware of the account and the monthly fees associated with it and the balance is valid and must be paid. If you did not authorize this contract or application through Merchant Focus then it would appear that this account was set up through Identity theft. If this is the case then we can surely assist you in resolving it properly as well by following the instructions below. 1. File a police report. 2. Please fax a copy of a police report over to XXX-XXX-XXXX, Attn. Fraud Department. This step is only necessary to request a refund of the fees or overdue balance. 3. To request a refund of overdue fees, please send your request to *****@authorize.net after you have faxed over a police report.. I do apologize for the situation you have been put into. Please let me know if you have any other questions regarding the above instructions so I can assist you further. Have a good day. Initial Consumer Rebuttal /* (3000, 7, 2013/11/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear Mr. ***** **** no I never authorized a gateway account, I do not know anything about a gateway number. And if you were charging my account for something I have no idea what it was for. Perhaps you can explain what a gateway is because I have no clue of what it was or why you would be charging my account for ANYTHING. And you are right I will be filing a police report because I never authorized Merchant Focus to apply for any type of gateway for me or authorize them or you to draft my account. And really you cannot understand this as being bad business practices when you're not doing what is right. The right thing to do would have been for one of your representatives to contact me themselves at the beginning of 5/29/2013 and verify everything before you tried to draft my account based on what your supposed reseller said to verify that I wanted an account. Final Business Response /* (4000, 9, 2013/11/18) */ Greetings *******, Thank you for confirming that you did not authorize the creation of these accounts, that clarifies the situation and now we know what steps to take. I do apologize again that you have found yourself in this situation, and that Merchant Focus applied for these accounts against your will. I would love to explain more about what Authorize.Net does. Authorize.Net is a payment gateway. We assist small businesses with taking credit cards and eCheck payments from their customers. Most of our merchants have online businesses, but we also provide point of sale services to use inside of a store to accept credit cards. Merchant Focus provides the merchant services account. The merchant services are also called the credit card processor because they make the deposits for your credit card transactions. At some point they received an application in your name and set up an account for you. When they processed this application they also submitted an application to Authorize.Net for our gateway services. This is why you were set up with the Authorize.Net account. When the account is set up we do send a welcome email to you to let you know the gateway has been created. It was sent to your Hotmail address that you used on this complaint around 5/29/2013. We were never contacted to inquire about this account until 9/20/2013 about the past due balance. As we discussed earlier we will be able to assist you in reversing the balance when you fax in the police report to prove that this account was set up fraudulently. I thank you for allowing me to provide further information on the situation and I **** gladly answer any other questions you have about Authorize.Net. Please fax that police report in when you can so that we can avoid formal collections activity and issue a refund to your account.

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

Additional Notes

Complaint: They will neither approve our account or release funds that they are holding that belong to ours. Authorize.net has lost or misplaced confidential financial information that we have sent them in various ways numberous times. They state that they cannot open an e-check portion of account due to insufficient information, all of which has been provided to them. (They opened the Credit Card portion after they received all of the information- AND last Friday one of their representatives told me that they had all of the information that hey had previously requested. They have debited our account for setup charges and other fees and are now going to withold payment of funds that they have collected from our customers. In effect, they are holding us ransom.

Desired Settlement: We are seeking release of our funds that they are holding. We do not expect our account to be charged for any further debits. As soon as we have deleted all open custoomer transactions we will close our application for services.

Business Response: Initial Business Response /* (1000, 5, 2013/10/22) */ Contact Name and Title: ***** H Contact Phone: XXXXXXXXXX Contact Email: *******@authorize.net Greetings *****, I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I have found gateway XXXXXXX under business name "Tidal Wave SC" and I will be responding to your complaint from this account. If this is not the correct account then please let me know the correct gateway ID for reference. I understand you have funds held and are upset about the handling of the requested information. On 9/04/2013 you applied for a payment gateway and a MA through Authorize.Net. On 9/16/2013 you activated your Authorize.Net gateway account. You also requested a merchant account through a partner of ours and your Merchant Account application was sent to CyberSource. CyberSource never received the requested financials and other required documentation to approve the account. The application was then requested to be cancelled on 10/07/2013 and it was cancelled on that day. There were no credit card transactions processed for funding through this Authorize.Net gateway. We did receive several eCheck.Net transactions that were on a conditional hold for a short time. We received the eCheck.Net application and began the underwriting process on 9/26/2013 and you were conditionally approved on 10/02/2013 and you accepted the eCheck.Net Service Agreement on 10/03/2013. We received two transactions totaling under $400 on 10/04/2013 and on 10/11/2013 we removed the conditional approval and released the eCheck.Net funds to your bank account. All funds held have been released to your account and nothing else appears to have been processed at this time. If you would like to continue using this Authorize.Net account you can work with your Sales rep to apply for a merchant account through a different processor, or continue using the gateway for eCheck.Net only. If you would like to close your gateway account with us as you indicated in the original complaint please contact our support directly and we can assist you in closing the Authorize.Net gateway account. Make sure you log into the Authorize.Net account you want to close. To request account closure: 1. Log into the Merchant Interface at https://account.authorize.net 2. Click Contact Us at the top of the page. 3. Click Create a New eTicket. 4. Verify your contact information and then type your request for account closure in the space provided. 5. Click Submit to send the account closure request to Customer Support. OR To close the account, you will need to call us toll-free at XXX-XXX-XXXX. We are available Monday through Friday, 5 AM to 5 PM Pacific time (closed major holidays). Thank ***** for the opportunity to review your account and clarify the situation. Please let us know what you would like to do so that we can ensure your concerns are resolved. Have a great day.

11/7/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Authorize.net continued to charge us for their service which THEY never approved us to use. Continues to withdraw fees after closed account. Account number XXXXXXX. We filed an application to use echeck services with Authorize.net back in June and were told that it would take 2-3 business days to process our application. After several weeks of no news from Authorize.net and no return phone calls from their underwriting department,a charge was withdrawn from our checking account and we finally got an email of approval on July 9th. We processed our first transaction and got confirmation of batch approval. After several days of the monies not being deposited in our account, I called to check on it. I was told that it could take up to 10 days for a deposit after we have processed the transaction but that the monies had been impounded from my client's checking account. Another two weeks comes and goes and I call back to authorize.net to find out we were in fact NOT approved by their underwriting department and that the funds (though they had been taken from my client's account) would not be released until approved by underwriting. I left several messages for a manager in underwriting but nobody ever returned my call. I spoke to my sales representative who tried to figure out what was going on, but he too got frustrated at the lack of participation from authorize.net. I offered a personal guarantee for our account, and was told that this would "fix" our underwriting issues and allow our funds to be released. September comes and I still have not received any monies from my client's payment, and authorize.net continues to take money for their gateway and membership fees and I am still evidently not able to process echeck payments. I finally called to cancel the account and received confirmation of it's closure on September 17th. I requested a refund and was DENIED. Authorize.net's reasoning is that although I wasn't eligible to receive funding from payments processed through their echeck portal, I still had access to it. Then - yesterday October 2nd authorize.net withdrew ANOTHER FEE from my account!!! Authorize.net is running a big scam on small businesses like mine. Collecting fees for services their underwriters won't approve us to use. I should be charging Authorize.net for interest for holding my client's funds for nearly 3 months.

Desired Settlement: I want a refund of the fees taken from my checking account, I want authorize.net to stop withdrawing fees for a closed account, and I want other small businesses like mine to know about this "underwriting" scam authorize.net is running.

Business Response: Initial Business Response /* (1000, 5, 2013/10/22) */ Contact Name and Title: ***** H Contact Phone: XXXXXXXXXX Contact Email: *******@authorize.net Greetings *****, I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I have found gateway XXXXXXX under business name "MED ALERT, INC." and I will be responding to your complaint from this account. If this is not the correct account then please let me know the correct gateway ID for reference. I understand that your eCheck.Net funds were on hold and you were still billed for the service. We received the application and created your account on 6/5/2013 and you then activated your account on 6/6/2013. This approval was for a payment gateway that allows you to process credit cards with your merchant account. eCheck.Net is a separate service that the regular gateway for credit card processing. The fees are both charges on the statement, but are for different services. We received the application and began the underwriting process on 6/15/2013 and you were conditionally approved on 6/19/2013. You then logged in and accepted the eCheck.Net service on 6/21/2013 and agreed to the conditional approval. We requested additional financials and they were not provided which is why the transaction was not released. A personal guarantee is not able to release the funds early, but is only used to get the service approved faster. We would have still required all requested documentation before the conditional approval was released. We never received the requested documentation and on 9/17/2013 the gateway account was requested cancelled and the eCheck.Net application was withdrawn. The account was cancelled during the month, but after the first 5 days which is the limit for issuing a refund for that months fees. eCheck.Net is a post billed service because the amount of the charge may change depending on usage. eCheck.Net was billed on 10/1/2013 for the time it was active in September. That charge was charged back by your bank and this is why there is a current balance. I apologize if the terms were not made clear when you agreed to them, but they were listed specifically in the agreement before you applied and when you agreed to the conditional approval. The deposit for the first eCheck.Net transaction has already been sent to your bank. It was initiated on 9/23/2013. If those funds have not reached your account then you need to contact your bank because they have not returned them to us at this time. No refund is available as the service was available to be used, but we were never provided the required documentation to remove the funding hold. There is a current balance of $10.00 that is in the process of being written off. If you would like to prevent this write off then please send payment before the end of the month. The current balance owed on your account is $10.00. Please include your Payment Gateway ID: XXXXXXX on the check or money order and mail the payment to: Authorize.Net Attn: Collections Dept.

10/22/2013 Problems with Product/Service
10/16/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Company continued to Debit $ 20 per month from Jun 08 to Jul 2013 despite the account being closed and services terminated. The company charged us a total of US $ 1240 via Direct Debit to our account Since June 2008 to July 2013 when we finally got fed up and had to stop our bank account. We called them in June 2008 they confirmed that the account is closed and when we called again to protest the charge they continued telling us that the account will be credited not to worry finally we got fed up and had to stop the Bank Account to stop the charges. Summary is as follows : 1) The company charged us wrongly since June, 2008 despite the account being closed. 2) They continued to harass and threaten us and ask us for monies which you know are not due. 3) As per the enclosed letter the account was closed in June, 2008 as the Acquirer closed the Account. 4) When we asked for a refund they continued to say that I will see a credit in my account soon since 2008 and when I froze the bank account they threatened us with a collections notice and then finally offered to pay me back 3 months charges despite having wrongly charged me for 61 months - This is plain and simple Highway robbery. 5) Is this how a Nasdaq listed company should behave with its clients and small businesses? 6) It needs to be investigated that how many other people are they doing the same thing to and continue charging fees monthly even when their account should be closed? To summarize our account was closed on June 03, 2008 as per the enclosed letter from First Data / Card Services International i.e. the Merchant Service Provider (MSP) or Reseller who had closed our merchant account and we subsequently told the company to close the account a copy of the letter was sent to the merchant on their stated fax number. The company has been crushing me and my small business during these difficult times and causing me mental torture and medical issues due to the constant taking debiting monies from my account threatening collections whereas they have continued to wrongly charge me since June, 2008 and have ignored my requests to close the account and as it was a Direct Debit there was no way for me to cancel the same after repeated requests they ignored all my pleas. Regards **** a ******* *** inc. PS : Last mail sent to them was ignored by all their senior management and staff. -----Original Message----- From: ************** mailto:**************@***.com Sent: Wednesday, August 21, XXXX X:XX PM To: 'Authorize.Net Merchant Support' Cc: '***@authorize.net'; '***************@authorize.net'; '*************@cybersource.com'; '***@cybersource.com'; '*************@cybersource.com'; '*****@cybersource.com'; '*******@sec.gov' Subject: RE: Authorize.Net Account Past Due Notice (#XXXX-XXXXXXXXX-XXXX) Dear ***** **

Desired Settlement: I would like a full refund with damages and interest.

Business Response: Initial Business Response /* (1000, 5, 2013/09/30) */ Contact Name and Title: ***** H Contact Phone: XXXXXXXXXX Contact Email: *******@authorize.net Greetings *****, I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I have been unable to find an account to review so we can begin working on your concern. I believe that it would have listed the gateway on the email you tried to provide but the body of the email appears to have been cut off. Please provide the gateway Id in question and I will be able to review that and work with you on a resolution.

10/9/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I cancelled my Authorize.net account in early June, 2012, but continue to be charged $7.95/month, and they make it nearly impossible to contact them. I have been charged $7.95 in both July and August, 2012, after receiving an "Account Closed" notice from Authorize.net on June 12, 2012.

Desired Settlement: I want a refund from Authorize.net for the unauthorized monthly charges and I want them to stop charging my bank account.

Business Response: Initial Business Response /* (1000, 5, 2013/09/23) */ Contact Name and Title: ***** H Contact Phone: XXXXXXXXXX Contact Email: *******@authorize.net Greetings *******, I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I have found gateway XXXXXXX under business name "Blue Ridge Business LLC" and I will be responding to your complaint from this account. If this is not the correct account then please let me know the correct gateway ID for reference. I understand that you closed your credit card processing accounts, but you continued to be billed by Authorize.Net and you would like a refund. We received the application for your account from your merchant service provider Flagship Merchant Services, LLC on 9/7/2012 and we did not start billing you for this account until 10/01/2012. This gateway account was opened after your claimed closed date. It is possible that we received separate applications and there may have been two accounts. Please provide the Gateway/Merchant ID on the closure confirmation you received and also attach a copy of the closure confirmation email we provided. With this information we will be able to identify which account was closed and issue any refund due to error on our part. The fact that the only gateway I could find was opened after your claimed closure date indicates that there were most likely two separate accounts. I called your merchant services at Flagship Merchant Services, LLC to see if they could provide any further information on the situation, but I am not authorized to speak with them. Please provide the closure confirmation we sent and this will help clarify which accounts are which and allow us to correct any possible error on the Authorize.Net side.

9/20/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I cancelled this service on 6-28-13 and I am still being charged via my bank. I was charged twice on 8-5-13 ($25.00) each and then refunded $25.00 on I cancelled this service on 6-28-13 and I am still being charged via my bank. I was charged twice on 8-5-13 ($25.00) each and then refunded $25.00 on

Desired Settlement: I cancelled this service on 6-28-13 and I am still being charged via my bank. I was charged twice on 8-5-13 ($25.00) each and then refunded $25.00 on

Business Response: Business' Initial Response /* (1000, 5, 2013/09/04) */ Contact Name and Title: ***** H Contact Phone: XXXXXXXXXX Contact Email: *******@authorize.net Greetings ******, I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I have found gateways XXXXXXX, XXXXXXX, and XXXXXXX under business name "swedishbabyquilts.com" and I will be responding to your complaint from this account. If this is not the correct account then please let me know the correct gateway ID for reference. I understand you received additional billings after you closed the accounts. I have reviewed your account history with us and found the 3 accounts that I specified above. I would like to discuss those accounts and your billing history with us to clarify and explain the current situation. Below I have listed when the gateways were closed and when they were last billed. Some were billed after closure for the usage fees of the previous month. XXXXXXX: Closed on 1/11/13 last billed 2/1/13 $46.45 XXXXXXX: Closed on 2/4/13 never billed. XXXXXXX: Closed on 6/28/13 last billed on 7/01/13 for $10.00 These are all of the accounts that I was able to find under your business information. As you can see all of these have been closed and none of them billed the amounts that you mentioned. This means that you have either opened additional accounts with us that I am unable to find or the charges are not from Authorize.Net. If you have additional accounts with us then please provide those gateway IDs and I will be able to further review those for you. The second option is that those fees to your accounts were not billed by Authorize.Net. On your bank statement what is the descriptor for those charges? Any charge by Authorize.Net will be similar to "AuthNetGatewayBilling." If the charge does not say anything similar to that then the charge is not from our company. Please review that with your bank and if it sis from us them please indicate your other gateway IDs that you have opened or closed. If those charges are not from us then I would suggest speaking with your bank to identify the source of those charges. Thank you for allowing me the opportunity to review your accounts and clarify the situation for you. I hope that you can identify those charges. If they are from us please provide additional gateway ID's and if they are not from us then you should be able to identify the source with your bank to stop those fees. Have a great day.

9/16/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: WE set up our new credit card processor only to get set up with NOT being able to collect our payments. First transaction 9250.00. Still waiting! Authorized net has basically helped ipayment.net steal and hold almost 10k. Claiming not to be the ones holding the money - however 5 days later after our client card has been billed/collected. We are now in fear that we are in a triangle of confusion with these credit card processors. 10k dollars is a felony theft and if no response / credits are made to our accounts today we will file a police report against all 3 of these companies involved with this incident to the Dallas Police Department for theft!

Desired Settlement: We need our contracted funds TODAY - not 30 days from now - not a week from now - not even 24hrs from now. This transaction is for materials needed for a time line project and my regret is signing up with merchant services and these other so called credit card processors! By 5 pm we are filing police reports for theft of 10k

Business Response: Business' Initial Response /* (1000, 5, 2013/08/28) */ Contact Name and Title: ***** H Contact Phone: XXXXXXXXXX Contact Email: *******@authorize.net Greetings ****, I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I **** do everything I can to resolve your concern in a manner that benefits all parties involved. I have found gateway XXXXXXX under business name "LR GENERAL SOLUTIONS" and I **** be responding to your complaint from this account. If this is not the correct account then please let me know the correct gateway ID for reference. I understand that the transactions you have ran for around $10,000 is being held without reason and that you need the deposit to start/complete your project on a deadline. My records show that we received the application for a gateway from Flagship Merchant Services(your credit card processor) on 8/09/2013. You then activated the account on the same day. I then see that you have processed several transactions including the mention transaction for $9250.00. Our records show that we processed the transaction and settled it successfully. This means that as the payment gateway we got successful authorization from the card issuer and sent the transaction data to your merchant service/processor. They are then responsible for taking the funds from the customer's account and making the deposit into your account. This sounds like where the problem is occurring, the funds have been charged to your customer's card, but your processor is not making the deposits. These do appear to be the first transactions processed and your processor may have you on a conditional funding hold. They should be able to release it once the conditions are met. If they are not providing you the information that you need then you can either ask for a supervisor in their support or if you call into Authorize.Net we can conference them in and assist you in navigating their system. I do apologize for the situation, but Authorize.Net has no bearing on when you get your deposits when your merchant account has you on a funding hold. ****, we would be willing to assist you in speak with them, but you **** need to contact our support and ask us to bring them in on the line. The contact information we have for them is: Company Name: Flagship Merchant Services, LLC Company Phone: (XXX) XXX-XXXX Please let us know if you need any further assistance with your Authorize.Net account or if we can assist you in speak with your merchant services/processor.

9/13/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: They billed me for services they failed to provide and were cancelled causing overdrafts in my bank account. I signed up for authorize.net in mid July to try to use this for a business I wanted to start up however the service never worked correctly. After three days of trying, dealing with there support people, and them blaming everything else but themselves, I cancelled the service. I never was able to use it and I was told I would not becharged for anything. I have numerous emails from them as well as merchantinc who is related to this company. I was told I would not be charged for any services. Then I saw they attempted to charge me for the services they could not provide for me. They attempted to get the funds out of my account three times causing me three overdraft fees of $30 each or $90 total. I called them and they told me they had not closed my account, which is not my fault as they told me they had. That support person said an email would come confirming it was now closed, which never did either. I had to call again and speak to a female agent who finally got it closed. The email said I owed them $99.32 for a service advertised for $7.99. The fact is I had to close this account three times after they were unable to provide any service I was suppose to get. They then caused me $90 in fees for three attempts at charges that weren't suppose to happen which need to be be corrected by contacting my bank or paying them, they are being disputed by my bank. To charge me $99.32 for a service I cancelled after three days of struggling to get it to work with no help from them is fraud in my eyes. They failed to provide this service or resolve the matter, lied to me about it being cancelled not just once, but twice, and want to charge me all sorts of fees after overdrafting my account. This company should be shut down for their business practises. The first guy I spoke two on 8/5/13 asked me several times why I was closing the account and I told him the same thing each time like it wasn't registering in his head which makes me wonder what is really going on there. I have emails and faxes I had to send in to close all this down and have confirmation it was closed on July 15 and I wouldn't be charged.

Desired Settlement: They should not have charged me for a service they could not provide or their tech people couldn't get going and they said they wouldn't charge me for. It should not take three calls to cancel something when they tell you each time it was cancelled. They also need to contact my bank and correct the matter of the three overdraft fees they caused or pay the $90 I was charged because of this issue.

Business Response: Business' Initial Response /* (1000, 5, 2013/08/12) */ Contact Name and Title: ***** H Contact Phone: XXXXXXXXXX Contact Email: *******@authorize.net Greetings *****, I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I **** do everything I can to resolve your concern in a manner that benefits all parties involved. I have found gateway XXXXXXX under business name "***** ******" and I will be responding to your complaint from this account. If this is not the correct account then please let me know the correct gateway ID for reference. I understand that you attempted to close your accounts multiple times and were charged more than you expected and are requesting a refund. On 7/09/2013 we received the application for your gateway from National Merchant Bancard. They are your reseller and the company that set your fee schedule with Authorize.Net. The monthly fee was only set to $6.95, but when you activated the account you selected to apply for several value added services which is why the billing was so high. Authorize.Net only attempted to bill your account once on 08/01/2013 and that request was returned by your bank on 08/05 for insufficient funds. This was the first and the only time you were billed by Authorize.Net. Our support department only received two contacts from you in the history of your gateway. On 7/09/2013 you sent us a live chat and we discussed you website integration with EBay. The next time we were contacted on 08/05/2013 to close the account. This was the first request to do so and your account was immediately terminated per your request. When you closed with us there was a balance of $93.32, but I have worked with my finance department and had the entire balance reversed due to your situation. All previous requests to close your account were not made to Authorize.Net, and when you did request it we closed immediately. We only tried to bill your account one time for the balance as was agreed to. All charged have been reversed and the Authorize.Net account is closed with zero balance. I believe that the other charges plus the requests to close your account originally were made with your merchant services at National Merchant Bancard. National Merchant Bancard can be reached at (XXX) XXX-XXXX if you have any further questions for them. *****, I do apologize for any confusion or miscommunication with your accounts. Authorize.Net has closed your account and reversed the balance for you. Thank you for allowing me the opportunity to clarify the situation surrounding your Authorize.Net account. If you have any other questions about your Authorize.Net account please let me know. Have a great day. Consumer's Final Response /* (4200, 19, 2013/09/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I tried to be professional and courteous when this ordeal started but your team did not treat me that way and your company has continued to upset me to a point that we are here resolving this matter. Please do not dictate how I feel when you fuel this fire. Not only did you state to me as well as the BBB that this account was terminated prior to these new more recent charges, but you said several times there were no other charges, how am I suppose to react when being lied to? Then you tell me after you lied to me about the state of this account that you "may" be able to reverse a fee you caused? Look, I have had it, my next step is a very public lawsuit over this matter if it is not resolved correctly, totally, and immediately. This is a prime example to prove my point, you stated to me and the BBB here that everything was resolved when it wasn't proving my earlier point of three total phone calls to close this account. This entire situation is completely ridiculous and I ill publish all dialog to show what has happened to protect other potential clients from making such a mistake as to trust a company like yours. Trying is the first step to failure. Resolve this matter now, all of it. I am not someone who wishes any sort of anger toward others, but you guys have crossed too many lines at this point and I will do whatever I must do to protect myself. Business' Final Response /* (-10, 20, 2013/09/13) */ Greetings *****, I have worked with my finance department and as I explained I have had the fees for the Advanced Fraud Detection Suite reversed since I missed that in my original refund request for your account. The usage fees for the account that were charged were reversed as well including the returned payment fee as a courtesy due to the situation. I have double checked and there was no additional activity on the account that can be billed for. This means that there will be no additional fees. I do apologize again for missing the transaction that you ran on the account and not accounting for that in my original refund request. At this point the account has been closed and there are no other fees to be billed.

9/9/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Authorize.net made monthly $15 checking acct deductions for over four years after we changed payment processors.We've asked for a fair/partial refund. We used Authorize.net for a few years as our payment processor for financial transactions from on-line customers using credit/debit cards from around 2004 until 2008 or 2009 at which time we upgraded e-commerce platforms and moved away from Authorize.net (we thought). Our corporate accounting dept advised us in January, 2013, that $15 monthly deductions from our checking account were being made, and they asked if these were valid deductions. At that time, we tried to terminate our agreement with Authorize.net in January, 2013, and stop the deductions, but they have no record of this and continued to make the monthly deductions until July, when we finally simply 'blocked' the deductions at our bank. Soon thereafter, then, Authorize.net then sent us an email asking to pay the past due balance, once they realized they didn't get their August $15 from us. This allowed us to open the dialogue with them about terminating the account and requesting a refund for services we did not use. After about 5 emails and two faxes to three or four different people at their customer support, we have been told that there is no balance due, and no refund **** be issued. No explanation, no apology, no refund. We think this stinks. Authorize.net should have seen the lack of activity that started in 2009, and at some point made some inquiry to us about the account (e.g., "Should it be closed ... Should it remain open ... or ... was there any way to get back our business," etc.) We were never contacted by Authorize.net about the status of our account. We also acknowledge that our accounting department should have alerted us to this 3 to 4 years ago when the unnecessary deductions continued. You may or may not know this, but most successful on line companies have agreements and/or monthly payments with many outside vendor/companies and it is difficult for our accounting dept to tell what is a valid/current charge vs. what is old/out of date/invalid charge. We simply asked Authorize.net to be fair when considering our refund request, that they took money from us for over four years without actually providing any services. If the shoe was on the other foot, and we had a monthly withdrawal from a customer's account for services and saw the activity went from being quite active to not active at all...a red flag would have gone off and we would have made contact with the customer probably within 3 or 4 months of the start of the non-activity. It seems we are in a John Grisham novel, about a company that has no humanity. We are just asking for Authorize.net to issue a partial refund to us.

Desired Settlement: We aren't certain of beginning dates, etc., but are comfortable that we stopped utilizing Authorize.net in the fall of 2009, therefore, there are approximately fifty months where the took $15 from our account (roughly $750 +/-). We are simply asking for some consideration, and would have 'accepted' three months' refund as they indicate they might do. Thank you for your help.

Business Response: Business' Initial Response /* (1000, 5, 2013/09/06) */ Contact Name and Title: ***** H Contact Phone: XXXXXXXXXX Contact Email: *******@authorize.net Greetings *******, I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I have found gateway XXXXXX under business name "Design The Space" and I will be responding to your complaint from this account. If this is not the correct account then please let me know the correct gateway ID for reference. I understand that you would have liked notification that the account was still open and are requesting a partial refund for the time the account was not utilized. Thank you for acknowledging that this could have been caught by your department, but was not, and for working with us to close your account. I do understand the expectation of a notice that the account appears dormant, but at this time we do not have any flags in place to alert us. We are unable to manually review each account due to the volume of merchants we support and the various natures of their business. I spoke with the reseller/Merchant Service Provider(MSP) eOnlineData who set up your account and they confirmed that your merchant account with them was not closure until 07/02/2013 so it appears that all accounts associated with your old payment processing were left open. Normally we do not offer a refund for inactivity as it is technically your responsibility to close an account once it is not being used. However, I am working with my finance department to see if we can get a refund to your account due to your situation and your very polite request. There has not been any formal decision made so I cannot give a number, but I will be updating this request once that has been processed. Thank you *******, for escalating this concern and politely working with us on your request. If you have any other questions for me please let me know. I will be getting back to you as quickly as possible. Thank you. Consumer's Final Response /* (2000, 7, 2013/09/09) */ (The consumer indicated he/she ACCEPTED the response from the business.)

8/21/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Authorize.NET has been charging me for 6 months for their services and they dont have the correct information on file for me to process. When I set up this account, I provided the CORRECT information that the bank gave me to give to authorize.net for us to start processing transactions. We weren't ready to switch over yet, but we continued to pay Authorize.NET $20 each month for 6 months to have the service at our ready. Last week I went to process a fairly large transaction and it would NOT go through. It said that they had incorrect information on file for our bank. This is simply ridiculous because I provided the correct information at the time the account was created. They should NOT have allowed us to create the account and pay monthly service fee on an account that they themselves could not process transactions for.We have not used the service in 6 months and we need to get it up and running ASAP

Desired Settlement: We want a refund for the months we weren't able to use the service. 6 months in total @ $20 per month. We also want this corrected with the proper information. Please call me directly to get teh exact information. I dont have the time to email back and fourth with a tech representative thats based overseas.

Business Response: Business' Initial Response /* (1000, 5, 2013/06/24) */ Contact Name and Title: ***** H Contact Phone: XXXXXXXXXX Contact Email: *******@authorize.net Greetings ***, I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a matter that benefits all parties involved. I have found gateway XXXXXXX under business name "Secure Remote Support, Inc." and I will be responding to your complaint from this account. If this is not the correct account then please let me know the correct gateway ID for reference. I understand that when you attempted to use the gateway you got an error due to Authorize.net not having your processor information on file and that you want a refund for the charges received thus far. I have reviewed your account and I do see that your gateway was created on 9/11/2012 and your first transaction attempt was on 06/17/2013. I do apologize that you were unable to successfully process this transaction, but this error was caused by the lack of processor information provided. We were never provided a merchant account setup to connect to and on your application you noted that you would be providing that after application. Authorize.net provides payment gateways, and not merchant accounts. Accounts are billed when there is an active gateway, not if used, or if connected to a processor. There is no refund available as our service was available. In order to correct this error you received while processing we need the configuration for an active merchant account. There are 2 ways to provide this information to us as stated in our eTicket response to your initial contact with us on 6/17/2013, you can submit an eTicket or call our support at XXX-XXX-XXXX. We are unable to call outbound to make these updates. Customer Support can be reached at (XXX) XXX-XXXX Monday through Friday, 5 AM to 5 PM Pacific time (closed major holidays). To submit a processor update request using the eTicket service: 1. Log into the Merchant Interface at https://account.authorize.net/. 2. Click Contact Us from the top right corner of the page. 3. Click Create a New eTicket. 4. Verify that all your contact information is accurate and enter "Processor Update" in the Summary box. 5. Enter the required information for your new processor from the list below in the Description box. 6. Click Submit. I do apologize for any inconvenience this situation has caused you, but we are ready to assist you in correcting this as soon as you contact us. This can be updated in several minutes over the phone, but if you do not have the time call you can always submit an eTicket with the applicable information. Thank you for contacting me about your concern and allowing me to clarify the situation and our policies. Consumer's Final Response /* (4200, 27, 2013/08/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) You guys are blatantly lying about depositing money into our account. There has been NO $60 deposit in the last two months. I just went through the bank statement for the last couple months. As I mentioned earlier, we're a reputation management company. We purchased authorizenetreviews.com. This will start ranking on the first page of google within the next couple months. Do you think we will be posting positive information on this review site? Our story will be posted number one. By the time you read this our website will probably already be ranking and receiving hits from customers. BBB - please close this complaint as NOT RESOLVED and NOT HAPPY. The respondent keeps posting the same information over and over again and is not agreeing to our requested resolution. ADDITIONALLY, they havent deposited the $60 that they said they did. Authorize.NET owes us the full refund because we provided Authorize.NET all of the proper details when we set the account up. I took the information directly from Bank of America and provided it to Authorize.NET when I signed up the account. They said everything was good to go, approved it and set it up. Even after you informed us the information was incorrect I provided the information Via EMAIL, VIA PHONE and VIA BBB complaint and it was still multiple weeks before it was updated properly and able to be used. We were paying $20 each month and NEVER used our account. Until the day we absolutely needed to, it WOULD NOT work. And then for two additional weeks we were unable to process the cards we needed to. This entire problem has been a HUGE problem for us and cost us a few hundred dollars. Much more than the $140 that we feel is still owed to us for the months we were technically UNABLE to use our account. Big companies such as Authorize.net need to be held responsible when they cause their customers this much trouble. I just REMEMBERED - we paid a $99 set up charge to set up this account. How come it wasn't set up properly? Our account should have been set up properly. We should request our set up fee to be refunded as well. Since you didn't actually set anything up. Please refund the $140 for our unused months. No $60 refund has been posted as of todays date. Business' Final Response /* (4000, 29, 2013/08/21) */ Greetings ***, I understand that you will not let this go until you have gotten everything that you have demanded. I understand your position and your frustration. As I have stated there is nothing else that can be accomplished from this Better Business Bureau complaint or from our support department in terms of a refund. I have confirmed that the $60 was sent via ACH to the account it was originally debited from. If you do not see it in your statements then you must resolve that with your bank. Below is the information from your billing statement with Authorize.Net showing what was refunded. You can view this information by: 1. Log into the Merchant Interface at https://account.authorize.net/. 2. Click Account from the main toolbar. 3. Click Statements in the main left side menu. 4. Click Billing. The last several posts have been repetitive as there is no new information that I can provide. I will state again that if you want a further refund you must contact our legal department. This Better Business Bureau complaint is not appropriate for threats or legal action. All legal inquiries/further refund requests must be sent to our legal department. I have again included their contact information below. Attn: Legal. Authorize.Net P.O. Box 8999 San Francisco, CA 94128-8999 Fax: XXX-XXX-XXXX To clarify the situation again, your account was approved and created on 9/11/2012. We did not receive the FDC processor information in a formal request until 07/09/2013. It was provided informally before and you were advised several times on how to properly submit a request for the update starting on 6/24/2013 via this BBB complaint and on 06/18/2013 via your eTicket inquiry which is the day after you first attempted to process. The time from your first inquiry to the day it was formally updated was less than one month. The $60.00 refund that we submitted to your bank was equivalent to 3 months of refund. This is more than the length of time you were unable to process and is the middle ground that we have offered as a final resolution. There is no refund for the time when the account wasn't used and there is also no refund of the "non-refundable" set up fee that was only charged when we set up the account per your request. I apologize for your frustration, but there is nothing further that can be gained from this Better Business Bureau complaint or through our support department. The refund that you have requested must be directed to our legal department whose contact information is listed above. I understand that you are threatening to give us poor reviews on your website, but we have done our part to find a middle ground and have been civil in doing so. I hope that you have a good day ***.

8/19/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Authorize.net didn't properly shut down my account when contacted in November 2012.$10 was automatically debited each month.Only refunded $30 of $90. Upon contacting Authorize.net 7/26/2013 11:35am EST they indicated that instead of shutting down the account in November 2012 as I requested they continued to automatically bill the bank account $10/month. They also said that they would only refund $30 of the $90 they owed back to the bank account they freely debited. Representative I talked with was *******.

Desired Settlement: Not only do I want the $30 they already indicated they would refund but the additional $60 the account has been billed from 11/2012 refunded to the bank account.

Business Response: Business' Initial Response /* (1000, 5, 2013/08/07) */ Contact Name and Title: ***** H Contact Phone: XXXXXXXXXX Contact Email: *******@authorize.net Greetings ****, I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I have found gateways XXXXXX and XXXXXX under business name "Cedar Fork Herb & Minerals" and I will be responding to your complaint from these accounts. If this is not the correct account then please let me know the correct gateway ID for reference. I understand that you closed gateway XXXXXX in November of 2012, but you continued to be billed each month. I have reviewed your accounts and the reason that you continued to be billed is because you had another gateway that you did not close. Gateway XXXXXX was left open and billing, but was then closed per your request on 7/26/2013. We were able to issue a refund of 3 months totaling $30 on XXXXXX as a courtesy, but that is the only refund available in this situation. We can only close a gateway if we are requested to, and unfortunately there was no request to close the second gateway. It has been closed now and billing has been stopped. Thank you for allowing me to explain the situation. Consumer's Final Response /* (3000, 7, 2013/08/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I never requested a second gateway nor did I have any idea that the second was active.

8/12/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: trying to start a very small business& accept creditcards, Authorize.net offered a service, we never used the service but got billed for over a year. No service was used. No transaction came up. No statements, no correspondence received saying anything about account. MONEY DEBITED OUT OUR BANK ACCOUNT FOR ALMOST TWO YEARS!!!!

Desired Settlement: We just wanted the money we paid as it was for no services rendered for us. We are a starting business trying to make an honest buck and we are being charged and forced to pay for something we did not use. Please help us getting our little money back. It might be nothing for this big business like Autorize.net but its food on our plate for a month. Please we are begging. Just check and see that we did not use any of that service.

Business Response: Business' Initial Response /* (1000, 5, 2013/07/15) */ Contact Name and Title: ***** Contact Phone: XXXXXXXXXX Contact Email: *******@authorize.net Greetings ******, I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I have found gateway XXXXXXX under business name "Stylist Anonymous" and I will be responding to your complaint from this account. If this is not the correct account then please let me know the correct gateway ID for reference. I understand that you have been billed for this account even though it was not used for processing. I do apologize for the situation that you are in, and I would like to discuss the situation and what we can do to assist you. We received the application for this gateway from Flagship Merchant Services and created the gateway ID on 5/30/2012. You then activated the gateway account on 6/01/2012. From this point on your account was set to be billed monthly. You called our phone support on 7/02/2013 to close the account. The gateway was closed and per our policy a refund was requested as we were able to confirm with your merchant service at Flagship the closure confirmation date of your merchant account. We can refund up to 3 months of gateway fees back to the date of your merchant account closure. Flagship confirmed closure of your merchant account on 05/31/2012 which was before you activated the gateway. Once the gateway was activated it was available for you to use which is why you were billed for the service. Once activated a gateway must be closed per your verbal or written request. This request was not received until 7/02/2013 and then it was closed immediately. We were able to issue a refund for $43.75 which equals 3 months of gateway fees per our policy. Unfortunately we are unable to issue any further refund as the account was active and service available. When you closed your account with Flagship on 05/31/2012 we were not contacted by you or Flagship to close the gateway account. I would like to that you for the opportunity to clarify the situation and out policies regarding your account. Consumer's Final Response /* (3000, 7, 2013/07/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) It was not used, kindly review that this is very confusing. The first account was billed over 250.00 dollars and the second account was billed for one month service even if it was closed the same day. Please help us, we are just starting and being killed by this business practice on bills that services was not used is difficult for us. You are a big business and the amount the we paid is nothing to you. It is food on our plate for one month. I hope you understand. 43 dollars out of the 300 is not fair considering there is no services used. Please help, please I am begging, please review. My child won't eat for a month because of this. As a courtesy, if you cannot give back the whole amount just return half of it, 50% is good enough as a refund. YOu should have sent me a letter or a correspondence saying there is a bill so this is partly your error. This is not fair for me. Please issue a refund of at least 50%. you take the half of my money, its ok. Business' Final Response /* (4000, 9, 2013/07/24) */ Greetings ******, I understand you are in a tight situation, and we have approved an additional refund of 2 months totaling $35.80. This plus the original refund of $43.75 totals $79.55 in refund to your account. All refunds have been issued as a courtesy due to your situation. We are unable to issue any further refund as it was clearly stated in the activation and on your bank statement that you were being billed monthly. I thank you for working with me on this situation and for allowing me to clarify and offer a beneficial resolution.

8/1/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Discontinued service and later receive a bill for $10. Added to the $10 fee over time were $54.29 in late fees and other non-payment charges. ***** ***** *** discontinued service with Authorize.Net after several years of service. One monthly charge of $10 continued to be billed. The next month I contacted Authorize.Net and was told it would be corrected. Instead, the monthly charge stopped but the attempted collection of the $10 continued. Before long there were late fees and other charges added to the initial claim of $10, resulting in, according to Authorize.Net $64.29 due. Currently Authorize.Net has turned the non-payment of this $64.29 over to a collection agency, who has been sending ***** ***** *** very demanding e-mails about what they will do if I do not pay the balance in full - quickly. ***** ***** *** does not owe nor will pay Landry & Jacobs, LLC (collection agency) or Authorize.Net anything. Nothing is due. If this charge is not dropped, or if anything is added to our credit history to degrade it, we will have no other choice but to report these actions to business reporting organizations, forums seeking information on merchant account companies, and Internet sites where feedback related to Authorize.Net can be left.

Desired Settlement: ***** ***** *** wants all charges that Authorize.Net is claiming due them, dropped. ***** ***** *** also wants an e-mail from Authorize.net stating that nothing will be reported to Equifax or any other credit reporting agency as a derogatory collection item.

Business Response: Business' Initial Response /* (1000, 7, 2013/07/31) */ Contact Name and Title: ***** H Contact Phone: XXXXXXXXXX Contact Email: *******@authorize.net Greetings ******, I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I have found gateway XXXXXX under business name ******* ****** ***** and I will be responding to your complaint from this account. If this is not the correct account then please let me know the correct gateway ID for reference. I understand that you discontinued service, and later received a bill that was sent to collections. On 11/23/2009 we received your application for a gateway form Flagship Merchant Services. You then activated the gateway 12/02/2009. At this point the gateway was active and ready for processing. We received two support calls in 12/2009, and have not been contacted again about your account. When you closed your account I believe that you closed with Flagship Merchant Services since that is who you signed up through. Unfortunately they did not close your gateway account at that time. It was left open and was finally closed due to the past due balance that was written off to collections. I have contacted Flagship directly and they confirmed you closed your merchant account with them on 02/05/2013. We are backdating the Authorize.net closure and reversing the balance that was sent to collections. This has already been approved and our finance department is applying the credit to your account. As we pulled it from collections there should be no mark on your credit history. Thank you for alerting me to this issue so that we could confirm the situation with Flagship. If you have any further questions please let me know. Consumer's Final Response /* (2000, 9, 2013/08/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) Authorize.Net has met all our conditions in order to settle our complaint. As long as they do what they say they will do, we are satisfied. Their tone changed completely after filing a complaint through BBB. Thank you BBB.

7/31/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Misled about costs with predatory sales activity on my father / bus partner who is 74 yrs old. Now facing early term fees of $500 + $99 set up fee. My partner/father who is 74 yrs old. He was misled that it would save money going with this comp. yet its more expensive. We are facing a $599 charge when including $500 early termination fee and $99 set up fee. He was quoted a base rate of 1.72% when the average rate is over 2.7% and thus we are in fact spending more money. My Dad traveled an hour to talk with someone in person about this in May. He was told countless times how he'd save money in the May timeframe. I view this as predatory tactics on seniors and it's appalling. I am very happy to discus this with the media.

Desired Settlement: Our $99 set up fee and $500 early cancellation fee. As for all of the time and head ache associated with this, that is something we can't make up for.

Business Response: Business' Initial Response /* (1000, 5, 2013/07/15) */ Contact Name and Title: ***** H Contact Phone: XXXXXXXXXX Contact Email: *******@authorize.net Greetings ****, I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I have found gateway XXXXXXX under business name "HESTARA" and I will be responding to your complaint from this account. If this is not the correct account then please let me know the correct gateway ID for reference. I understand that the sales techniques used and the fees described appear to be fraudulent and malicious, and that you are now locked into a contract. I do apologize for the situation that you have described and I will do everything I can to explain and resolve your concerns. We received an application for gateway XXXXXXX on 5/15/2013 and the account was created and activated on the same day. The application came from Wells Fargo who is the reseller/merchant service provider. Authorize.Net's inside sales department never had contact with anyone at your business in regards to the application and creation of this gateway. All set up was completed by the reseller at Wells Fargo. Normally there are fees due to Authorize.net, but this account was created as a subsidized account. This means that you pay nothing directly to Authorize.net for the account. All fees are paid to Wells Fargo per your agreement with them. From your complaint all concern is about the sales tactics and the misleading information about the fees to be billed. All of these complaints must be address to Wells Fargo as they arranged the application and the fees to be billed. I do apologize again for the situation, but Authorize.net had no part in this situation until Wells Fargo sent us your application for a gateway account. Even after that there have been no fees charged by Authorize.net. We do not have a closure fee and you can close the gateway with us any time via eTicket of over the phone. Make sure you log into the Authorize.Net account you want to close. To request account closure: 1. Log into the Merchant Interface at https://account.authorize.net 2. Click Contact us at the top of the page. 3. Click Create a New eTicket. 4. Verify your contact information and then type your request for account closure in the space provided. 5. Click Submit to send the account closure request to Customer Support. Or: To close the account, you will need to call us toll-free at XXX-XXX-XXXX. We are available Monday through Friday, 5 AM to 5 PM Pacific time (closed major holidays). ****, thank you for bringing your situation to my attention so that I can clarify and offer my assistance. If you do need to close the account it can be closed any time without cancellation fees as I explained. Again, no fees have been billed by Authorize.net so I cannot assist in requesting a refund. Please contact Wells Fargo as they are the only ones who can assist you further.

7/31/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Improper billing practice Back in July 2011 after Authorize.net denied my application for credit card processing, I have asked you to refund me the fees and stop billing me. They disregarded my request. When I contact the sales rep, she send me to the support team which in term send me back to the sales reps. Today they pretend that one part of my cancellation was processed but not the other. Because of the low amount, I did not notice it earlier.

Desired Settlement: Authorize.net decided that they would only refund me 3 to 4 months versus more than 40 charged already. I have told them that I would report them to the BBB and I saw that they posted a $80 credit back to my account. This is unacceptable to me.

Business Response: Business' Initial Response /* (1000, 5, 2013/03/13) */ Contact Name and Title: **** ** Contact Phone: XXXXXXXXXX Contact Email: *******@authorize.net Hello **********, Thank you for contacting Authorize.net to discuss your account I have thoroughly investigated your account to see if there is any further action that can be taken on our part reach a resolution with you. I reached out to your sales rep to discuss the creation of your account, and they confirmed that the account was created on 11/2/2010. At the time your account was created you agreed to pay a $99.00 set up fee as well as recurring monthly fees of $20.00. We began charging these fees on 12/1/2010. We charged you each month, according to our terms of service and without your objection, until you formally requested closure of your account through customer support on 2/11/2013. At that time we refunded you $80.00 as a courtesy. When I discussed your account with your sales rep they indicated that your initial merchant account application was rejected. Our policy is to have you apply with at least three different merchant account providers and if all of them reject your application then we are able to terminate our agreement with you and issue a full refund. Unfortunately we have no record that you followed through on attempting to apply to additional Merchant Service Providers after the initial rejection, nor did you contact us to let us know that you wanted to terminate your agreement with us. This is why we continued to bill you. The refund we issued you is simply a courtesy to help rectify your confusion in this situation; however, due to the binding agreement you had in place with us, some of the responsibility for these charges lies with you. Our finance department has issued the maximum refund that they are able to give in this case and I hope you can view this as an effort to reach mutual agreement. I understand that this is not the resolution you are necessarily seeking on this issue and I do apologize for the hardship you have endured as a result of this situation. We have done everything within our power to rectify the situation and I hope this response helps you better understand our point of view. Consumer's Final Response /* (-5, 13, 2013/03/28) */ I would like to move it to arbitration. Business' Final Response /* (4000, 14, 2013/04/05) */ Greetings **********, Thank you again for responding with additional information. I understand your frustration at this situation. I will be re-escalating your refund request with the additional documentation you have provided. I do again want to explain that when you call into our support on 07/12/11 there was no request to close your account. We discussed your billing and explained who your merchant services application was sent through. Because we did not receive any contact between 07/12/11 and 02/11/13 to close the account you were billed for the gateway services. We understand that you intended to close the account and this is why we will re-escalate your request with the provided documentation. I will be updating this ticket as soon as I get additional feedback from our accounting department. Thank you again for working with us to resolve your concern.

7/24/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I entered into contract with authorize.net. They have never got the system working, don't return phone calls and emails. I entered into contract with authorize.net on June 11, 2012. From the very beginning the guy did not help me get set up and had to push him to get my system set up. It still does not work I am sending him emails and no response. I left him phone messeges no response. The gateway he set up for me don't work and he don't seem to care about it. **** ******** was the sales rep and was started on June 11 which he said would take less that 24 hours. I work for ** ***** **** Inc and by not getting this done has greatly affected my position in the company.

Desired Settlement: First I would prefer if they get it working and refund me for the month I was not able to use the service not to mention all the time on the phones etc to try and get it set up or refund me all the set up fees and monthly fees they have already charged us

Business Response: Initial Business Response /* (1000, 5, 2013/07/08) */ Contact Name and Title: ***** H Contact Phone: XXXXXXXXXX Contact Email: *******@authorize.net Greetings ******, I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I have found gateway XXXXXXX under business name **** ***** **** Inc" and I will be responding to your complaint from this account. If this is not the correct account then please let me know the correct gateway ID for reference. I understand you have been unable to get your account set up and your sales representative has not assisted you with this. We received your application and it was processed by **** and the gateway was created on 06/11/2013 the same day you noted that you started the process. You did not activate the account until 6/18/2013. At this point the gateway was available for you to begin processing live transactions. We did apply for a merchant account per your request and these do take more time which is approximately 3-5 business days from your initial application. The merchant account was set up within that time frame. The merchant account is entirely separate from the gateway account. The gateway was provide in the 24 hour time frame and the merchant account was created within the 3-5 day time frame. From 06/18/2013 the gateway has been available for you to process live transactions. You have not sent us any transaction requests for processing. I do see that your developer has called us about an error with the website, but Authorize.net is not responsible for integrating your website. If you have had any other problems with your account we are unaware as you have not contact our support department. Your sales representative is not able to trouble shoot your account once the gateway/merchant account has been created. I apologize if he did not communicate this to you, but our support department is able to help you with any problems you have once you have activated the account. Your gateway was created within 24 hours and the merchant account was also set up within the 3-5 business day time frames, and there was no delay in this process. If you have any support question you can ask me directly, but it would be more efficient for you to call our support directly in the even that you have any problems. Customer Support can be reached at (XXX) XXX-XXXX Monday through Friday, 5 AM to 5 PM Pacific time (closed major holidays). If your developer is still experiencing issues we may be able to offer further assistance Thank you for allowing me the opportunity to clarify the situation and explain our policies.

7/19/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: The company changed my account after I canceled it The company Commerce Payment systems was contracted by Authorize.net which is who I agreed to do business with. They charged my account before I even started using the service. I called and canceled the account, returned their equipment which they received on 6/13/13 and then they charged by bank account again on 7/2/13. I have not even received the first refund of $48.95 before they charged $118.95. I will have to close my account to make this stop which will cost me even more money.

Desired Settlement: $167.90 unless I am forced to close my account, then I will need an additional $40 to replace my checks to go with a new account

Business Response: Business' Initial Response /* (1000, 5, 2013/07/10) */ Contact Name and Title: ***** H Contact Phone: XXXXXXXXXX Contact Email: *******@authorize.net Greetings ***, I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I **** do everything I can to resolve your concern in a manner that benefits all parties involved. I have found gateway XXXXXXX under business name ******* *********** If this is not the correct account then please let me know the correct gateway ID for reference. I understand that you have been charged by Commerce Payment Group before you began using your account and after you closed it. On 5/17/2013 we received an application for a gateway for your business from Commerce Payment Group. This account was never activated and never billed. You have not received any charged for this Authorize.net account. You contacted us on 6/14/2013 and requested the account closed. We received another call on 7/8/2013 asking why you were being billed and we confirmed again that we are not billing you. We suggested that you contact your merchant service provider Commerce Payment Group to inquire about the charges. We were informed that you would be filing a BBB complaint because we could not stop their billing or close your account with Commerce Payment Group. I do apologize for any confusion that you may have had, but all of your concerns about the charges to your account must be addressed to Commerce Payment Group. The number they provided is (XXX) XXX-XXXX. They will not allow us to discuss your account with them or close it in any way. They created both your merchant account which is what you are being billed for and they also submitted the application for this gateway account. We had no part in setting up your merchant account with Commerce Payment Group. I would like to thank you for allowing me to clarify the situation and for pointing you in the direction to resolve your concerns. Have a great day. Consumer's Final Response /* (2000, 7, 2013/07/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company they are referring to has refunded the money to my account.

7/17/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Link Tech not willing to refund for July 2013. I tried calling them on July 5th 2013 which was a working weekend. They do not have an email address or any other way of contacting other then a single phone number. I talked to the manager and even proposed to pro rate for how many day ever it takes to fully cancel and refund me the balance, but he was not willing to work with me on that.

Desired Settlement: I would like the full refund for July 2013 or at least pro rated amount to the date I called to cancel.

Business Response: Initial Business Response /* (1000, 5, 2013/07/15) */ Contact Name and Title: ***** H Contact Phone: XXXXXXXXXX Contact Email: *******@authorize.net Greetings *******, I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I have not been able to find your gateway ID. I understand that you are upset about being denied for a refund of July fees. We are Authorize.net, and it appears that your complaint is directed at Link Tech. If this is the case then please contact Link Tech directly. If you are referring to your Authorize.net account then I will need you to provide your gateway ID so that I can find your account. We are able to issue a refund for monthly fees if the gateway account was closed within the first five business days of the month with no usage. If you do have an account with Authorize.net please provide your gateway ID so that I can properly request your refund. Thank you. Initial Consumer Rebuttal /* (2000, 7, 2013/07/17) */ (The consumer indicated he/she ACCEPTED the response from the business.)

7/17/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Company not willing to refund. I called and try to resolve this with a manager of this company, they are not willing to refund all or part of the amount. I tried calling on July 5th a working weekday and they were closed. No email or any other way to contact this company.

Desired Settlement: refund all or pro rate to the day I called to cancel.

Business Response: Initial Business Response /* (1000, 5, 2013/07/15) */ Contact Name and Title: ***** H Contact Phone: XXXXXXXXXX Contact Email: *******@authorize.net Greetings *******, I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I have not been able to find your gateway ID. I understand that you are upset about being denied for a refund of July fees. I was unable to find an account under any of the provided information. If you do have an account with us then I would like to work with you to resolve your concern. We are able to issue a refund for monthly fees if the gateway account was closed within the first five business days of the month with no usage. If you do have an account with Authorize.net please provide your gateway ID so that I can properly request your refund. Thank you. Initial Consumer Rebuttal /* (2000, 7, 2013/07/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) ******* *** **** ** ****** ******* **** ******** ******* Real Estate" These are the phrases. I don't know what my gateway ID is. Please let me know how I can get it and I will do that.

7/11/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: In a nutshell, I've cancelled this account via phone several months ago. The rep claims I did not, so I told them to cancel it again. They did not! Calling Authorize.Net's offices to cancel my account with them and they claimed I did not, so I said let's cancel it now. They sent an email saying I had to login there, but my account had been disabled! So I was unable to cancel my account, since they do not do it by phone. This was a few months ago immediately after cancelling my merchant account (to which they were tied to). Now, I have yet ANOTHER charge auto-debited to my bank account.

Desired Settlement: Please cancel this account now. I CANNOT LOG IN AS YOU HAVE DISABLED MY ONLINE ACCOUNT MAKING IT IMPOSSIBLE TO CANCEL.

Business Response: Initial Business Response /* (1000, 5, 2013/07/10) */ Contact Name and Title: ***** H Contact Phone: XXXXXXXXXX Contact Email: *******@authorize.net Greetings ***, I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I have found gateway XXXXXXX under business name ****** ****** ****** If this is not the correct account then please let me know the correct gateway ID for reference. I understand that your gateway account was left open after closing with your merchant services at ********* and you continued being charged. Unfortunately this situation is more common than we would like. When you sign up with a company such as ******** who opens all of your account it is normal to expect them to all be closed when you close with them. When you closed your account with ******** we were not contacted to close the gateway and it was left open and billing. You submitted an eTicket request to have your account closed on 6/6 and it was closed on 6/7. Your account with us was closed within the first week of the month and we have already placed a request to have your June fees reversed, and that is being processed. There may be more refund available to you, but we will need confirmation of your closure with ********* Letters confirming Merchant Account closure must be on the letterhead of the MSP/Reseller and include: * Merchant Account closure date (example: MM/DD/YYYY): * Merchant business name: * MSP/Reseller business name: * MSP/Reseller address: * MSP/Reseller contact representative: * MSP/Reseller phone number: Please fax this documentation to: XXX-XXX-XXXX, along with the Gateway ID on the document. You can also attach it to this complaint. Once I have received this documentation I will be able to put in a refund request for up to 3 months of gateway fees and I will contact you once this has been processed. ***, I would again like to apologize for the confusion, but we are going to work with you to get this resolved as quickly as possible. If you have any further questions just let me know. Thank you for the opportunity to clarify the situation and offer a solution that will benefit all parties involved. Initial Consumer Rebuttal /* (2000, 7, 2013/07/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) The issue turned out to be the bank's line item description not indicating a overdraft fee, but instead placed the company's name in the line item. This was mistaken by me as an errant charge as myself and a representative of Authorize.Net had discovered upon further investigation.

7/10/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: COMPANY NOT RELEASING FUNDS AND CONTINUE TO CHARGE UNAUTHORIZED AMOUNTS TO MY ACCOUNT. I own an online retailer Fyglia Boutique and I sell all of my products at www.fyglia.com. I opened an account with credit card processor called Cybersource Corporation and soon after opening the account the company started denying to release the money that started accumulating as a result of the online sales on my website. I tried to satisfy their unreasonable demands which were not disclosed to me earlier prior to opening the account and I sent them a great deal of documentation. The company not only slowed down the complaint process and came up with additional unreasonable demands but they also closed my account abruptly on 11/19/2012 and they have not released the money in the account since then despite my numerous complaints. While they are not releasing the funds in my account they continue to charge me for monthly services although they closed my account. From what I understand the company is trying to profit by delaying the release of client balances which cripples small businesses like mine in this difficult economy. After interruption in my business I opened an account at Paypal and I never encountered any unreasonable demands nor any delays in processing credit cards. I would like an investigation into this matter and urgent release of my funds trapped by this deceptive business.

Desired Settlement: I ask the company to return the $2200 that belongs to my business.

Business Response: Business' Initial Response /* (1000, 5, 2013/05/31) */ Contact Name and Title: ***** Contact Phone: XXXXXXXXXX Contact Email: *******@authorize.net Greetings *****, I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a matter that benefits all parties involved. I have found gateway XXXXXXX under business name "FYGLIA LLC" and I will be responding to your complaint from this account. If this is not the correct account then please let me know the correct gateway ID for reference. I understand that your funds have not been released and you are upset about the requested documentation. You believe you are being debited by CyberSource even though your account was terminated. I would like to take some time and go over your account and each separate concern you have so that we can resolve this concern in such a way to benefit all involved. I have spoken with our underwriting department and there was a balance in your reserve account that has been officially released as of 5/31/2013 in the amount of $1527.92. The deposits usually take approximately 3-5 business days. If you do not see your deposit after 5 business days please contact us again. The quickest way to have us review that is via our phone support which can be reached at XXX-XXX-XXXX. I do apologize for all inconvenience this caused, but the funding hold has been released. When funds are held they are held in a non-interest bearing account. This means that we do not make any money off of the funds. Your CyberSource merchant account was terminated by our underwriting department on 12/03/2012 due to lack of documentation which was preventing us from depositing your funds. The last charged you received from CyberSource was initiated on 11/03/2012 for $42.09. If you are continuing to receive charges then they are for a separate account/company. If you have not closed your Authorize.net gateway that you were using in conjunction with your CyberSource the charges may be coming from that account. Authorize.net can be reached at XXX-XXX-XXXX. I do again apologize that you felt the requests for documentation were unreasonable. For the underwriting process you must provide the requested documentation in order for the conditional hold to be released. The documentation requested was not unreasonable as all merchant service providers require the similar is not identical documentation for any merchant account. *****, I would again like to apologize for any frustration and inconvenience this situation has caused. I am again confirming that your funding hold has been released and that you have not been charged by CyberSource since the closure of your merchant account. I would like to thank you for the opportunity to review your account and clarify the situation and our policies for you. Consumer's Final Response /* (3000, 7, 2013/06/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) This company closed my account after I told them that I would complain to the FDIC meaning their official response was if you complain we castrate you. They never got back to me, they never replied to me and as you can see they only issued a refund on 5/31/2013 after I complained to several government agencies. If I never took action they would continue to steal money from my account. I want the public to find out that once you sign up for an account with Cybersource they do everything to steal your money like a parasite business. If you search them on the Internet you will see numerous complaints about their business practices. This company is a scam and they should be shut down by the government otherwise I do not believe in anything in their response to my complaint.

2/18/2013 Problems with Product/Service
2/3/2013 Billing/Collection Issues
12/21/2012 Problems with Product/Service
11/20/2012 Billing/Collection Issues
11/14/2012 Billing/Collection Issues
11/12/2012 Problems with Product/Service
10/23/2012 Billing/Collection Issues
10/23/2012 Problems with Product/Service
10/19/2012 Billing/Collection Issues
7/12/2012 Billing/Collection Issues
7/12/2012 Billing/Collection Issues
6/29/2012 Advertising/Sales Issues
6/19/2012 Problems with Product/Service
5/24/2012 Billing/Collection Issues
5/21/2012 Advertising/Sales Issues
5/11/2012 Billing/Collection Issues
5/2/2012 Billing/Collection Issues
4/30/2012 Problems with Product/Service
4/30/2012 Problems with Product/Service
4/26/2012 Billing/Collection Issues
4/17/2012 Problems with Product/Service
4/16/2012 Billing/Collection Issues