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Business Profile

Payment Processing Services

Payment Cloud, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Payment Processing Services.

Complaints

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

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

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/17/2026

    Type:Billing Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    After approving my business and allowing me to begin processing transactions, PaymentCloud abruptly closed my merchant account without adequate explanation. At the time of closure, I had already accepted several legitimate credit card payments from approved customers.Immediately following the closure, my access to the online merchant portal was restricted. I am unable to review transaction history, access account statements, or obtain a copy of my merchant agreement. This lack of access prevents me from verifying any alleged contractual terms or reviewing the status of my processed transactions.Subsequently, I received an email stating that early termination fees would be charged to my account. I was not made aware of any early termination penalties at the time of onboarding, nor am I currently able to verify the terms of the agreement due to the restriction of my account REMOVEDaddition, PaymentCloud is currently holding funds from approved and successfully processed credit card sales. These transactions were authorized and completed in good faith. The continued withholding of these funds is causing financial harm to my REMOVEDconcerns are as follows:Account closure without transparent justification.Immediate restriction of portal access, preventing contract and transaction review.Imposition of early termination fees without prior clear disclosure.Ongoing withholding of legitimately processed funds.

  • Initial Complaint

    Date:07/21/2023

    Type:Product Issues
    Status:
    Answered
    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.
    Over the past months of April, May, and June we have been providing services and receiving payments totaling $4,386.76 through PaymentCloud. Despite no client complaints, we have only received delays regarding resolution of this payment. This leaves us uncertain if or when the payment will be released, so we are requesting a more definitive timeline for the release of funds owed.Additionally, we are still being charged for a service we are not receiving and demand a refund of $347.85 for these incorrect charges. We provided the services in good faith and have not received the expected payment nor explanation for the delays. We expect prompt resolution of both the pending payment and refund of incorrect charges.

    Business Response

    Date: 07/21/2023

    According the complainant's processor, all funds were to be release today.

    Customer Answer

    Date: 08/14/2023

    During the months spanning April through August, PaymentCloud continued to bill REMOVEDfor a service they failed to deliver since May, acting as a payment processor. Even in the present month, these charges persist, despite our explicit request to terminate the agreement. We insist on a reimbursement totaling $566.3 for these erroneous fees. We engaged in this arrangement with genuine trust, but unfortunately, we have not received the anticipated service or any clarification regarding these charges. We anticipate a REMOVEDand the reimbursement of the incorrect fees.

    Business Response

    Date: 08/14/2023

    We have not nor have we ever charged complainant any fees. We are a service provider and the complainant's merchant bank is the only party authorized by the complainant to charge them fees. As a show of good faith, we would be willing to pay $250.00 to settle this matter in full against Paymentcloud. This would allow complainant to  pursue other remedies again its processor/merchant bank.

  • Initial Complaint

    Date:07/18/2023

    Type:Product Issues
    Status:
    Answered
    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 got a Merchant Account from REMOVEDwhich was VIA Total Merchant Services,My account was closed and a substantial amount was withheld by the processor to be returned back in 120 Days.It has been way past 120 days and they are not returning the amount by making false claims.

    Business Response

    Date: 07/31/2023

    Paymentcloud is a merchant service provider and as such has never had control of complainant's funds. That process is controlled by the complainant's merchant bank, REMOVED. They will hold the funds for REMOVEDthe merchant services agreement the parties signed.  We will assist the merchant as best we can, but really we are powerless to mandate earlier distribution of said funds.

    Customer Answer

    Date: 07/31/2023

     
    Complaint: 20333678

    I am rejecting this response because as per payment clound. they will assist us in getting the money from REMOVEDsystem . which they havent done so. if they can assist us and contact TMS then the case will be closed 

    Sincerely,

    REMOVED

    Business Response

    Date: 07/31/2023

    WE have  spoken with TMS and will check back w ith them in 10 days.

Payment Cloud, LLC is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles. As a matter of policy, BBB does not endorse any product, service, or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

When considering complaint information, please consider the company's size and volume of transactions. Note that the nature of complaints and a company’s responses to them are often more important than the number of complaints. BBB Business Profiles generally cover a three-year reporting period.