Complaints

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

• Initial Complaint

  Date:09/10/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This guy also signed me up in May 2024 for new merchant services. I was also told there is no contract and recently FINALLY obtained a copy of my contract and found out that I have 4 years agreement. After signing with him I couldn't get hold of him or he wouldn't reply at all. I asked for copy of my papers that I signed and he ignored me. I knew something was up after I couldn't get hold of him. I believe he operates under different business name so you can't find him or his info online, I believe that's fraud. I contacted the merchant and finally got some information. I believe I was lied to about my contract and would like that fixed.

• Initial Complaint

  Date:07/09/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company was my credit card processor. When I cancelled my merchant account, it took multiple emails and phone calls to even get someone to help get it cancelled. When I finally cancelled the merchant account, the company continues to hit my bank account with miscellaneous gateway charges, PCI compliance charges, etc. No one answers the phone, returns messages, or responds in any way! HORRIBLE COMPANY TO DEAL WITH! And, I'm losing money with them every month. I don't even know what to do next to get the ******** to stop!

• Initial Complaint

  Date:10/09/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  See attached letters and bills for details. ********************* met me to sign contract on an iPad in early 2023 and never provided copies of anything; told me service would be $12/mo plus the approximately 2% per-card charge which was less than most merchants. Bills never reflected what I was told, and repeated requests to change/refund were promised and never delivered. I sent notice of cancellation today to Atrium Bancard/Synergy Payment Solutions (another DBA) as well as to SignPay, who sends out the bills. Atrium made the promises and should be responsible for the $310.60 I was overcharged.

  Business Response

  Date: 11/01/2023

  The actions that have been taken on behalf of caboose restroom rentals and ************************* are the merchant account was terminated at her request waiving an early termination fee despite caboose restroom rentals processing credit card transactions through our system up until September 2023, in an effort to resolve her issues and wanting her account terminated we accommodated. The equipment agreement that she has issue with was terminated in July at no penalty to her and she was released from any and all obligation to the agreement that she signed. Our position on the refinance as has been explained to her numerous times and was explain to her numerous times throughout the relationship the monthly fees that she incurred are representative hard cost to the company. She was billed $15 a month for a statement fee and was build a Gateway software fee for authorize.net. Both of those costs Are out of our control whereas we have no say in them. Those fees are charged by the bank and by authorize.net directly and by waiving them we would be taking a loss. Caboose restroom rentals was not processing very much money in credit card transactions and we would have no ability to waive those fees as we would be losing money on this account. Again this was explained to her numerous times.

  Our resolution for her was to terminate the account which we did at no penalty and to release her from the equipment agreement that she signed that was noncancelable at no penalty to her so that she was under no further obligation to us or the equipment company. We believe that this has resolved the issues in its entirety and in a mutually beneficial manner.

  Customer Answer

  Date: 11/02/2023

  I now understand that Atrium Bancard Solutions / Synergy Payment Solutions has hard costs they cannot change, but this was NOT explained to me upfront by the salesperson ****.  He told me it was $12/mo and no other fees.  Multiple times after I called to question the charges, I was told they would be fixed or reversed.  It was not until much later that **** told me he could not alter the fees.  

  None of this would have been a problem if: 1) Your salespeople were upfront about ALL fees which would (and MIGHT BE) incurred.  2) You sent a copy of the contract(s) to your customers.  I still dont have a copy of mine, despite requesting one multiple times.  3) Someone at your company would DO what they say they are going to do or communicated effectively.  Your response here is typical of what I experienced.

  I would have preferred that the first time I questioned the charges, someone would have been upfront and said Im sorry if these charges werent all disclosed to you.  Let me go over them in detail with you.  Heres what you can expect from now on.   That would have been a professional way to handle the situation. 

   

• Initial Complaint

  Date:08/03/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've gotten several calls to my business from Atrium Banca (how it reads on my caller ID) and each time the person on the phone is rude and demanding. They DEMAND to speak to the owner, which I am. When I ask what I can do for them, they demand again, loudly, to speak to the owner. I repeat to them, What can I do for you? Then they get upset and try to pressure me into that answer... I've had several calls from them and they refuse to answer who they are or what they want... Today, 8/3/2023, the man got upset with me and after I hung up on him he CALLED ME BACK TWICE. Once they hung up when I didn't answer, and the second they left a blank message on my machine. They are not the only company that employ these scare tactics to harass an answer or worse. I've never done business with them and never will, and calling me back to hang up is harassment. I don't want to hear from them.