Complaints

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• Initial Complaint

  Date:09/14/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In Sept 2021, I used Circle Solutions (representative *******************) for my merchant services (credit card processing). The terminal was charges as refunds. After multiple attempts to correct the error, we decided to part ways. The rep came to collect the terminal and said he would close my account with Payments Hub (the company that moved the money into my bank account). Unbeknownst to me, the account with was NOT closed. Payments Hub charged my bank account $104.92 each month from Nov 2021 to August 2022 for service fees. When I noticed the charges, I called Payment Hubs; they confirmed that Circle Solutions had opened the account on my behalf in Sept 2021 and that it was neve properly closed. I spoked to ******************* and ********************* of Circle Solutions. At first, they agreed to refund me the full amount of $944.5. ***** spoke to Payment Hubs and Payment Hubs refunded me $629.5. At first, ***** emailed me (date 8-29-22) that he would work on the additional $315. But then I received an email that he would not honor the refund, and then accused me of "not taking responsibility." I requested to speak to another agent but he said "there is no one else to speak to regarding this. This will end our conversation."***** and is company are refusing to take responsibility for not closing the account properly and now will not refund me full amount for the charges I incurred due to the account being open. I believe his company owes me $315. I am enclosing a full transcript of the emails between ***** and me, showing that he acknowledges that the terminal was not closed properly, that he first agreed to refunding the full amount, and then refusing to do so.

  Business Response

  Date: 09/24/2022

  Hello *******************,
  
  I'm sorry to see you are unhappy with the service our team has gone above and beyond to provide to you. 
  
  As explained before, we are a broker and find the best solution for you. We connect you with the processor and that agreement is ultimentaly between you and the processor, we are here to facilitate and provide service where we can.
  
  In September of last year, we were contacted by you about an issue with your terminal refunding customers as opposed to charging them. Upon investigating, we found that staff within your office were selecting the refund button instead of the credit/debit button. Our representative, ****, did a follow-up training with you and your staff showing how to process a simple transaction. He went above and beyond his expected job duties by working to balance your books and reverse all transactions ensuring that you did not lose a single ***** due to your office staff's error. 
  The issue went a way for a time but started to happen again. Again, **** went in to help you and your staff. Again he reversed transactions, charged the correct amounts, and balanced your books. However, you chose to not continue to process with NAB and asked bill to take your terminal and terminate your account. At that time, **** gave you very clear instructions on how you could close your account and gave you the customer service phone number to call and close it. You failed to call and close your account. You failed to notice charges to your account every month from the processor, not Circle Solutions. After 9 months passed, you reached out to circle solutions asking to close the account and a full refund. We explained that we had no control over the processor refunding you any fees for failing to close your account. However, we worked with the processor and because of our relationship with them, they granted us a favor and refunded 6 of the 9 months of fees you were charged. A very generous refund. I want to make it clear that you were not owed a single ***** back of the monthly fees. It was not Circle Solutions' error nor the error of the processor but instead the error on your part for not closing the account. you were still given a credit of 2/3s of the amount you owed for monthly fees. 
  We also made sure you were not charged for the terminal.
  
  We do not have any early termination fees or long-term contracts. You were free to cancel your account at any time without being charged any more fees. Unfortunately, you did not cancel and were responsible for the monthly fees on the account. 
  
  Our **** ***** went above and beyond to help you and your staff correct any issues you had, made sure your books were balanced, and trained staff on how to properly process a transaction on many occasions. 
  
  Im sorry to hear you are unhappy with the service that Circle Solutions and **** provided. Due to circumstances within your control and out of our control, we are not able to offer any additional refunds.