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:02/01/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi, my name is ***************. We have an account with this merchant service company. We try to closed account end from October through now. I called many many times. Every time only customer service answers the phone, they transfer to closing account department. At beginning someone answers the phone, and want to me fill out the form, I did every step they told me . Filled out three time the forms, and returned it they requested merchant devices. Every step done before end of December. But they never closed my account and keep charge me the month fees. Its no fair we dont use the account,but they dont allow us to closed account, then keep charging us the service fee. Call many many times every month, every time need to wait at least an hour to waiting, still doesnt have anyone reply or answer the phone. We need to help, how can we closed the account since we dont use it anymore, and keep charging your fee. Please have someone to help me, thanks!

  

  Business Response

  Date: 02/01/2024

  Hi Shi,

   

  Is you business name ***********?  If this is not the business you are referring to, please send me the *** and/or the MID for your account.

  If it is, I see the account was used up to 11/2023.  To close an account, we need your written approval (which we received) and all equipment sent out you has to be returned.  ******* tracking (1Z07R5200393395839) show the device was returned on 01/03/2023.  We then went ahead and closed your account in 01/2023.  This means that monthly charges applied to your account until 01/2024.  Please let me know if this is correct.

   

  Thanks

  Oscar.

• Initial Complaint

  Date:01/19/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company Netevia was charging me $35 a month for the last 6 years without my knowledge. They obviously saw that the services have never been used by me not one time!They fraudulently signed me up for their services without my knowledge. I called them when my new accountant was going over my bank statements and questioned where this charge was coming from. I gave them a call just *********** can give me a ticket number ******. I tried reaching out to *** the manager but no response to 6 voicemails. Now I reached another manager Success is saying that they dont have a fraud department and their risk department doesnt want to give me back money for goods and services that have never been utilized. Please help me get justice for fraud done by a company.

  

  Business Response

  Date: 01/22/2024

  Hi *****,

  I review your account with us and found no request to close the account prior this month (01/2024).  If you think this account was fraudulently opened, you should have the matter looked into by the proper authorities.  We would be happy to close the account ASAP.  Per the ticket you mentioned, we need a signed closing form to close the account and stop the billing.

  Please let me know if you have any other questions.

  Thanks

  Oscar.

  Customer Answer

  Date: 01/22/2024

   
  Complaint: 21170360
  
  I am rejecting this response because:

   

  There was never any activity on this account.  This shouldve indicated that this account was not opened by me. 
  

  Supervisor ******** believe advised that they review their accounts quarterly and we shouldve been Notified that this account has been opened on our behalf, and that theres no activity at all for 6 years.
  

  I would like to know who opened this account in your company on my behalf, without my knowledge.
  

  I would like a refund of $35 a month for six years that you charged my account without providing any services to me.
  

  I have only received 2  paper statement, and if it wasnt for my new CPA, you guys wouldve been charging me for many more years to come without my knowledge. That is usary at its best. 
  

  please review the paperwork you have and whom is responsible for opening this account on my behalf and please have them give me back the money that you guys have been charging for a product service that has not been provided to me for six years.  

  
  Sincerely,
  
  Nessa Stokolyas

  

  Business Response

  Date: 01/22/2024

  I am having this researched.  *** will update you via the ticket.  Let's keep this open until this issue is resolved.

  Thanks

  Oscar.

  Customer Answer

  Date: 01/22/2024

   
  Complaint: 21170360
  
  I am rejecting this response because:

   

  I would greatly appreciate it because until my CPA helped me discover this. I didnt even know your company existed. 
  

  also, why would I close out an account that I never opened to begin with? I never had any of your equipment as you can see, and Ive never used your company as you can see based on the activity.  So Im not understanding how youre not refunding for a product /service that was never provided. 
  

  Also, when I spoke to success, shes another manager I assume she told me you guys dont have a compliance, fraud department, which is beyond me since you guys are financial institution. 
  
  Sincerely,
  
  ***************

  Customer Answer

  Date: 01/22/2024

  The representative is having this research why did you close the complaint???

• Initial Complaint

  Date:12/12/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm deeply troubled by the sharing of my nonpublic information with credit bureaus, leading to inaccuracies in my report. This has caused immense financial and emotional distress. Under 15 USC **** Section 602, I have the right to privacy. Additionally, 15 USC **** Section 604 A Section 2 prohibits furnishing accounts without my written instructions. Moreover, under 15 USC **** B, late treatment of payments on my account is prohibited.Please rectify these inaccuracies promptly to alleviate the distress caused. My account number is *********. I trust you'll address this matter in accordance with the law and ensure accurate reporting going forward.

  

  Business Response

  Date: 12/12/2023

  Hello,

  Netevia provides credit card processing to merchants.  If this is in relation to a business you have with us, please the Merchant Number for the business and the Doing Business As name.  The account number provided does not pull an account in our system.  I would be happy to look into this and correct any inaccuracies reported.
  If this is not in relation to the above mentioned, please let the BBB know.

   

  Thanks

  Oscar.

• Initial Complaint

  Date:06/28/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I just want to warn other companies that this Netevia company is a complete ************* will take your money! They were double charging ** & continuing to take money out even after I cancelled. They cancelled the wrong account also. 6 months ago, I spoke with who apparently is the director of ********** told us we would get a refund after I returned the equipment. I did & now after 11 months of trying to get a refund, we closed the account because they would not deliver. I called every single day for 2 straight months & all the employees just pass me around. I have 4 different "ticket numbers" for my complaints but yet nothing is being done. They have STOLEN thousands of dollars from us. They were not authorized to keep taking money out, I cancelled with 3 different employees. This is how screwed up they are. Also after 11 months, one of the employees tells me that our account isn't even with the right company, they have many sister companies... This is a HORRIBLE ************ highly warn anyone against using them!

  

  Business Response

  Date: 07/06/2023

  We are a credit card acquirer that provide merchant services to businesses.  I could not find an account under the name, address or email on this compliant. I would be happy to look further into this and get it resolved but I need to locate the account in our systems.  Please provide your MID, DBA, or phone number for the account you have/had with us.

  Thanks

  Oscar.

  Customer Answer

  Date: 07/06/2023

   
  Complaint: 20249304
  
  I am rejecting this response because:

  I have account numbers, ticket numbers, dates, employees, etc. Please see the attached spreadsheet I have made in regards to communication with this business. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/06/2023

  Thank you for your response.  I have reviewed the spreadsheet provided and has the information I need to do the research on this. I will respond within a few days with my findings.

  Thanks

  Oscar.

  Customer Answer

  Date: 07/07/2023

   
  Complaint: 20249304
  
  I am rejecting this response because:
  

  I will wait to hear back.

  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/11/2023

  I see where the closure of the account was handled badly.  I would like to discuss this with you directly.  Would it be possible for us to get on a call next week to go over the charges that needs to be refunded?  If so, I would be happy to schedule a conference call.

   

  Thanks

  Oscar.

  Customer Answer

  Date: 07/13/2023

   
  Complaint: 20249304
  
  I am rejecting this response because:
  

  That would be great. Thank you *****. My number is ************ & my email is ******************** I can jump on a conference call whenever you'd like to schedule it. 

  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/13/2023

  A conference call is scheduled for 07/18/2023.  Looking forward to talk to you then.

  Thanks

  Oscar

  Customer Answer

  Date: 07/13/2023

   
  Complaint: 20249304
  
  I am rejecting this response because:

  Tuesday the 18th, got it. What time will the call be at?

  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 07/13/2023

   
  Complaint: 20249304
  
  I am rejecting this response because:

  Tuesday the 18th, got it. What time will the call be at?

  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/14/2023

  I am working with the merchant directly to get this resolved.

   

  Thanks

  Oscar.

  Customer Answer

  Date: 07/14/2023

   
  Complaint: 20249304
  
  I am rejecting this response because:

  Ok, please let me know when you figure out a time for Tuesday & I will be available.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/17/2023

  Hi ******,

  The call is tomorrow at noon Eastern.  below is the ****** meet link.

   

  meet.google.com/vhx-iwnr-ody

  Thaks

  Oscar.

  Customer Answer

  Date: 07/17/2023

   
  Complaint: 20249304
  
  I am rejecting this response because:

  I appreciate you looking into this & setting up the meeting. I look forward to speaking with you tomorrow.

  
  Sincerely,
  
  *************************