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:12/09/2024

  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.

  Their representative fraudelently opened up two merchant accounts and ive' been getting billed for over a year. Every time I call to cancel I get ******* on the phone and she is extremely unhelpful and rude, refusing to process the cancellation. I've been trying to cancel for several months and each month they continue to bill my bank account.The representative ******* ******* set me up for several unneccessary merchant accounts.PLEASE CLOSE ALL OF MY ACCOUNTS WITH NO FEES

  Business Response

  Date: 12/17/2024

  Both accounts were closed on 12 07 2024 and refunds have already been issued to this account Not sure why now there is a compliant 

• Initial Complaint

  Date:02/02/2024

  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.

  PAYITIV, LLC called us saying the provide credit card processing service, we were told that they would charge my customer's the processing fee, but they charged me the processing fee instead, we called them daily to fix the issue. They initially said they would fix it, but unfortunately they didn't. We had called and canceled their services on January 11th 2024. They continue to charge my bank account. This is a fraud company I will appreciate if you can help me.

  Business Response

  Date: 02/26/2024

  Please see our attached response

  ***********************
  Payitiv, LLC

• Initial Complaint

  Date:02/01/2023

  Type:Service or Repair 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 January of 2020 I selected payitiv as my businesses merchant services. The contract I signed stated if I was not PCC compliant, my fine would be $29.00 per month. I was compliant at that time. In March of 2020 my compliance expired. They never informed me of that expiration and I never received an invoice or email to notify me of this situation. In addition without informing me in any way, they increased that fine to $69.99 per month. My book keeper thought this was a normal recurring processing fee. On November 4th of 2022 I discovered these charges. From January 2022 until November of 2022 I had to battle cancer. During that period I could not conduct normal business with their terminal. At that point I was given an additional fine of $***** per month for non-use of their services totaling a fee of $121.00 per month of inactivity. On November 4th I contacted Payitiv for some form of a refund. They refused until I became PCC compliant. That was taken care of. Then I was told I also needed to be SSL compliant, that too was taken care of. Then I was told I had to be TSL compliant. After 2 months of attempting to satisfying that request and paying an IT technician in *****, I was finally totally compliant. Upon satisfying all their requirements I was informed that if I switched from my computer to a phone line all of these security requirements would not be necessary. I contacted their technician department to assist me in making that transition. I was informed I needed a new V number to activate that service. Only their special agent was capable of providing me that new number. I have called ****** (my assigned agent) several times since the end of November but she has refused my calls or her promises to return my calls within 24 to 48 hours. Even though they have failed to give me the code to reactivate my terminal for the past 2 months. They continue to fine me $ ***** for non use. I expect on the 2nd of February these fines will continue. I need help

  Business Response

  Date: 02/14/2023

  ******,
  Below is my response to this complaint. This complaint is full of untruths and mis-information.Payitiv rejects the request for refund.
  If the complainant has not provided the Payitiv contract or monthly statements for your review, I can provide that information. If any other information is needed, please do not hesitate to reach out. Thank you. ********************* ************

  Our response by line item.
  

  Correct: In January of 2020 I selected payitiv as my businesses merchant services.
  Correct: The contract I signed stated if I was not PCC compliant, my fine would be $29.00 per month.
  Incorrect: I was compliant at that time. In March of 2020 my compliance expired.
  Payitiv: The business was not compliant. They received a 90-day grace ****** to bring the business into compliance.
  Correct: They never informed me of that expiration
  Payitiv: The business never followed through to acquire their *** compliance. *** compliance is provided by a third party company and requires the business owner to acquire that compliance directly from the ******************************* per the Payitiv contract. (www.pcisecuritystandards.org) If a business owner is negligent in acquiring this compliance, they will not receive an expiration notice.
  Incorrect: and I never received an invoice or email to notify me of this situation. In addition without informing me in any way, they increased that fine to $69.99 per month. My book keeper thought this was a normal recurring processing fee. On November 4th of 2022 I discovered these charges.
  Payitiv: The business received monthly statements, showing all charges and fees. It appears the business did not make any effort to come into compliance from January 2020 November 2022.
  Incorrect: From January 2022 until November of 2022 I had to battle cancer. During that ****** I could not conduct normal business with their terminal.
  Payitiv: Per our records, (see the chart below). This business used the terminal during the months of May 2022, June 2022, August 2022 and September 2022.
  Incorrect: At that point I was given an additional fine of $51.00 per month for non-use of their services totaling a fee of $121.00 per month of inactivity.
  Payitiv: We are unable to substantiate this claim. Please provide documentation of proof.
  Incorrect: On November 4th I contacted Payitiv for some form of a refund. They refused until I became PCC compliant. That was taken care of. Then I was told I also needed to be SSL compliant, that too was taken care of. Then I was told I had to be TSL compliant. After 2 months of attempting to satisfying that request and paying an IT technician in *****, I was finally totally compliant. Upon satisfying all their requirements I was informed that if I switched from my computer to a phone line all of these security requirements would not be necessary. I contacted their technician department to assist me in making that transition. I was informed I needed a new V number to activate that service. Only their special agent was capable of providing me that new number. I have called ****** (my assigned agent) several times
  Payitiv: SSL and TSL are part of the *** Compliance process. This business did not complete the *** requirements. The customer never used his computer for processing through Payitiv. Payitiv sent him a Verifone VX520 Dial-up terminal for processing. He seems very confused on what transpired. If he tried to process through his computer, it would not work. They then changed equipment through Paysafe that required a new V number and a new *** assessment.
  Nov 2022 ******* also reached out to the merchant via email and phone calls and he never replied back to her,both his mailboxes were full when she tried to leave a message.
  Payitiv rejects the request for refund. We have tried to close this account, but the business will not sign the form, which is required to close this relationship.
  -----------------------------------
  Notes in Paysafe system on this account.
  2/3/2020
  He was sent *** instructions, per note in ACT
  11/7/22
  P. questions about monthly charges being high, also is not *** compliant
  S. transferred to Agent for rate review and advised need to speak to *** ***** Left message for agent ****** to return the call
  11/9/22
  P. merchant has had an issue he just realized he was non compliant, asked for info on his account going back to the beginning
  S went over the account and sent his statements so he could review them
  Ticket #*******
  11/14/22
  P: *** inquiry he stated that they told him to update SSL certificate but he does not know how
  S: I called *** and they explain that needs to call internet services and have them update certificate SSL on port 443 then call them again to become complaint he agrees NFQ
  11/21/22
  P: Merchant calling in to see when he will get a pci refund per #*******,# ******* and #*******. It seems he is still not compliant and does not want to discuss becoming compliant as he only wants to discuss getting refunded money he has been charged for non-compliance.
  
  S: He has been sent over to the pci team several times and still has not resolved the pci issue as he has not had his IT support reach out to him yet to get this completed before he can become compliant.
  
  He would like to speak with agent office and possibly close the account.
  11/22/22
  ******** called said he never receive a copy of his contract requesting a copy be email to *********************
  Advised merchant will email a copy to both emails listed above nfq's Tkt #*******
  11/23/22
  P: Merchant called in since he has been asking for a refund for the *** fee since the *** that he was sent didn't had the information about the *** fee
  S: Check with support team and I we check the terms and conditions were we find the information about the ***, send the information to the merchant so he can be aware of all the terms and condition. Also inform about the process to try to get a refund for the *** FEE, he has to become compliant first
  11/30/22
  P: Merchant is calling because he is doing the *** process and he needs assistance with this.
  S: Transferred to *** department and provide phone number.
  12/5/22 P: The merchant is calling regarding being transferred to the *** Team.
  S: ***** from the *** team took the call. ****
  12/11/22
  p: merchant called to follow up ticket *******, he wanted to know if ******* was available
  s: called tysys to check the vnumber V7015725,they said that the communication type of the machine was set up for dial so the reason why they the merchant was not able to process should be that he doesn't have connection with dial, explained that the merchant did have connection,told her that we already made all basic troubleshooting but the merchant is still receiving the errors when he tries to process
  she said that we can guide the merchant to authenticate the terminal with the password PAYSAFE123 or he was able to get in contact with them in order to assist with this process
  ticket#:*******
  12/20/22
  P: The merchant is calling because he wanted to become compliant and also he wanted to know why he is charging $70 for 37 months, he called to become compliant but he couldn't, and also he is requesting a refund per $3000 that was charged for fees, also merchant told me that he has issues with his terminal and we are charging him $51 but he just uses his terminal around 3 times in the year.
  S: I told him that he is Compliance since 12/15/2022 and that he receive a letter with this information, he is asking for an SSL certificate, I called *** but they did not answer the call, and I provide him the *** number **********,also I make a ticket to partner support requesting a refund and a seasonal hold in the account.
  ********************************* Ticket: #*******
  Account open 1/17/2020 he processed every month from Feb 2020 thru Dec. 2020 he was charged non *** $***** starting March 2020
  He processed every month from Jan 2021 thru Dec 2021 there was no processing in the month of July 2021 or Dec 2021
  Jan 2021 NON *** was ***** then from Feb 2021 it went to $*****
  He processed Jan 2022 thru Sept 2022 there was no processing in July 2022
  Last batch was Sept 2022 Last NON *** charge of ***** was 11/2022 statement.
  **2/17/2020 we changed the *** for him per his request.
  **Nov 2022 ******* also reached out to the merchant via email,  and phone calls and he never replied back to her, both his mailboxes were full when she tried to leave a message. (notes in Iris)

  Customer Answer

  Date: 02/24/2023

   
  Complaint: 18952223
  
  I am rejecting this response because:

  I never received any written communication by email, by written invoices or by phone. I told them numerous times that I never received such information. Therefore,  I cannot provide you with any documentation that I have not received.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/24/2023

  I have attached The Rate Increase Notification that was mailed on January 28, 2021 to the business ************************ rate change was months prior to ****************** medical issue.

  I have attached a zip file that includes several monthly statements that were sent to the business ************** Each month a Non-PCI charges is clearly visible. ************** had indicated that he had no knowledge of these NON-PCI charges, but his complaint references these Monthly statements and the charges in question.

  ************** claims his bookkeeper was knowledgeable of these charges, which indicated the business was receiving monthly statements.

  This information is available on-line and through our customer service department.

   

  Customer Answer

  Date: 02/24/2023

   
  Complaint: 18952223
  
  I am rejecting this response because: I never recieved any of the monthly statements they referenced. My book keeper "does not" receive my mail. After years of this withdrawal from my bank account she felt this was a normal fee. Neither she nor I ever received any written invoices. Our discovery of these charges were only found on my  bank account without explanation. Do they have any proof I recieved these written invoices ? Does Payitiv have any copy of a certified letter delivery  that I signed ? No. Do they have any records that I received or opened. any of their e mails? No. They state my answering machine on both my **** were full. However my cell phone as does my land line notifies me of all my missed calls.. I never saw these attempts to contact me or I would have responded immediately.These fees were discovered my me personally on November 4th 2022. As their records show, I immediately contacted them on that same day. That is when I attempted to resolve the problem. Every contact with Payitiv I told them that I had never received any correspondence regarding this matter. If had an awareness of this situation I would have taken immediate action to avoid the 34 months of non compliance fees which have grown at this time, to around $2,400.

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

  Customer Answer

  Date: 03/02/2023

   
  Complaint: 18952223
  
  I am rejecting this response because:

  Dear BBB,

  In response to the letter from Payitiv, it is true that my contract signed in January 2020 stated my non PCC compliance would be $29.00 per month.

  I was not informed at the time of my signing that I was non-compliant. I assumed that I was compliant from my former merchant services. I was not aware of my 90 day grace *******

  They are correct I was never informed of that expiration. In addition, I was also not informed of their compliance again, as they stated I never received an invoice or email to notify me of this situation. Also, I was never informed that my fine increased to $69.99 per month that was not stated in my original contract.

  It is true that from January 2022 through November 2022 I had to battle cancer. My employee conducted the small amount of business I received during the time of my absence. During the months of May, June, August and September I was not made aware of any business being conducted in my absence.

  It is true that on November 4^th 2022 I did contact Payitiv for a refund. I was indeed informed at that time they would not file a refund request until I met their PCC requirements. In addition, I was told I also needed to instate my SSL compliance. Following further phone conversations with customer service, I was informed that I was indeed now compliant with PSI and SSL. After satisfying those two requirements, I was informed I had to be TSL compliant as well. I was advised to have this done by my internet provider. They were unable to assist me. I hired the service of an IT technician in ***** to satisfy this final requirement.

  Only after my struggle to satisfy all of these security requirements, was I informed that if I removed my computer from the terminal transactions and switched to a phone connection, I would no longer need or be required to have all of these security compliances.

  Upon receiving this new information, I attempted to reinstall my phone connection to my terminal. I was then informed I needed a new V number to activate that service. Again, only their special agent, ******, was capable of providing me with that new number. I did indeed make several phone calls and had their agents email her to provide me with that code. Because I could not receive a V code, the use of my terminal was impossible for at least a two month period of time. Yet, during that period, the fee of $51.00 was removed each month from my bank account for inactivity. My cell phone contact number had been provided as it shows all the calls I might have missed even if my voice mails were full. I have no record of returned phone calls.

  They state I never used my computer for processing. I did indeed use my computer as soon as I signed up with their service. The only terminal I have is a Desk/3500 from Ingenico using an Ethernet connection. In attempting to return to a phone connection, I was never informed that I had to go back to my retired VX520. I did inform their technician that I was using the Desk/3500. He never mentioned that terminal was not compatible with the phone service. To say that I was very confused by all their requirements is a tremendous  understatement, as I am 71 years old and born before even the conception of computers! Every time I solved one requirement, I was informed of another three letter requirement.

  In November 2022, it is noted ****** attempted to contact me through emails and phone calls. My computer shows no record of an email. And once again, if she attempted to contact me on either of my phones, my cell phone would have a record of a missed call which I would have returned immediately.

  I was told on one of my numerous conversations that if I canceled my service with Payitiv, they would no longer file a refund request. This is the only reason I kept this account active until ****** provided me the closing documents. Hopefully this does not negate my refund request. To protect myself and stop the withdrawal from my bank account of their non-use fees, I instructed my bank not to allow any further funds from Payitiv to be removed. Of course, I received a letter of collection from Payitiv for failure of payment for the months of inactivity.

  Thank you for your continued assistance concerning this matter.

  Sincerely,

  ***********************

  Hide-N-Talent

  ************

  36 *********

  ********** ** 87401

  *********************

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