Complaints
Customer Complaints Summary
- 33 total complaints in the last 3 years.
- 13 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/11/2025
Type:Status:ResolvedMore 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.
We just discovered that after over 2 years since we canceled our account, we are still being charged processing fees. Not sure why the accountant didn't catch this. He no longer works there. The credit card company didn't do or say anything even though there haven't been any ************ returned the equipment.
Business Response
Date: 09/19/2025
Thank you for the opportunity to respond to this client's concerns
We take their concerns seriously and want to ensure that their experience with us is handled with care. Upon reviewing our records, we do not have any indication of a request to terminate the account. Our policy allows for disputing fees within 30 days, and we encourage clients to review their bank statements regularly for accuracy.
As a gesture of goodwill and recognizing the circumstances, we have closed the account and are offering a refund for the fees incurred over the past 90 days. We hope this resolution meets their expectations.
Additionally, please be assured that we are reviewing our procedures to enhance our responsiveness to account concerns, and we appreciate all feedback in helping us improve our processes.
If you have further questions, please do not hesitate to contact us.
Thank you for your services.We also have approved a refund for ****** and you will received the refund between 9/22 and 9/23
Customer Answer
Date: 09/20/2025
The first bank statement is incomplete, this one is better.Business Response
Date: 09/22/2025
Thank you for the opportunity to respond to this client's concerns
We take their concerns seriously and want to ensure that their experience with us is handled with care. Upon reviewing our records, we do not have any indication of a request to terminate the account.Our policy allows for disputing fees within 30 days, and we encourage clients to review their bank statements regularly for accuracy.
As a gesture of goodwill and recognizing the circumstances, we have closed the account and are offering a refund for the fees incurred over the past 90 days.We hope this resolution meets their expectations.
Additionally, please be assured that we are reviewing our procedures to enhance our responsiveness to account concerns, and we appreciate all feedback in helping us improve our processes.
If you have further questions, please do not hesitate to contact us.
Thank you for your services.
We also have approved a refund for ****** and you will received the refund between 9/22 and 9/23Customer Answer
Date: 09/23/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**** ******Initial Complaint
Date:08/29/2025
Type:Status:ResolvedMore 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.
Was told by their salesman ****** ******* that there system would intergrate wirh my POS system. After 3 Months of trying to get thier equipment to work and being charged $90 a month for 2 Months for not processing cards through thier system. After no return calls from salesman I called Priority Payments to try and get the charges to stop coming out of my bank account. Was told they could not put a stop on it. I had no choice but to put a block on my bank account to stop the money from coming out and cancelled their service. Was told I would be charged and early termination fee for canceling service. After a year I recieved notice of being turned over to collections for the early termination fee. After several phone calls I was told they would not wave the early termination fee because I signed the contract. All around just terrible customer serviceBusiness Response
Date: 09/05/2025
Hello,
After reviewing he complaint for the merchant we were able to reach out the partner and confirm their was some issue getting the system setup. There we are going to waive the collection of $445.00 and remove the client from collection.
Customer Answer
Date: 09/09/2025
I have already paid the $445.00 fees to the collection agency. Will I be reimbursed the money if I accept there offer?Business Response
Date: 09/09/2025
Hello *****,
Yes, you will receive a refund for $445.00, which was submitted last week. The refund will deposit in your account within 5 to 10 business days. Thanks
Customer Answer
Date: 09/10/2025
Hello, It is not possible for them to deposit the $445.00 directly into my bank account. I have a block from priority payment system on my bank account. I had to do that cause they would not stop taking fees out of my account while there ********************** would not work.Business Response
Date: 09/12/2025
Hello *****,
We are reviewing to see if we can just refund the funds directly to you. I will respond with an update. Thanks
Customer Answer
Date: 09/17/2025
Waiting on response from business to see if they can refund money directly to me since they cannot direct deposit into my bank account. I can provide business a different acct to direct deposit if needed. Thank YouBusiness Response
Date: 09/17/2025
Hello,
We approved the refund for ****** on 9/12. The refund will be completed 9/20 and should post to the merchant account within 5 to 10 business days from 9/20. Thanks
Customer Answer
Date: 09/18/2025
I understand the funds were approved. How will I recieve the refund if I no longer have a merchant account and ********************** is blocked from my bank account? Thank YouBusiness Response
Date: 09/22/2025
Hello ,
A refund check will be mailed out to the address on file.
Customer Answer
Date: 09/23/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** *******Initial Complaint
Date:08/26/2025
Type: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.
We were sold on credit card processors that could give us a 1% discount in our rates. Priority Payments underwrote the contract. Then after a week of sales they refused to deposit funds. They now hold 105k+ of our businesses funds. This has put tremendous stress on our cash flow and caused us to pay some of our employees late. Please release the funds. We sold the furniture to our customers and delivered it. It is not reasonable for you to hold our funds.Business Response
Date: 09/09/2025
Hello,
Currently this matter is being handled with our legal department. Thanks
Customer Answer
Date: 09/09/2025
Complaint: 23799024
I am rejecting this response because: I have not heard a response from the legal team and I continue to be charged by ******** even though they already have all of our fundings.
Sincerely,
****** *******Business Response
Date: 09/10/2025
As of 09/10 Priority has addressed the issues raised in the complaint by letter from its attorney to the Client and its counsel.Customer Answer
Date: 09/10/2025
Complaint: 23799024
I am rejecting this response because:You are still holding our funds and removing more funds from our business accounts. We demand a refund of at minimum 85% of our funds for now. We have delivered almost all of that product already.
Sincerely,
****** *******Initial Complaint
Date:08/01/2025
Type: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.
We were in Business as a Store until August of 2024. We had to close store location and no sales were processed after 15th of August. We contacted this provider stating that We had shut down the locations, and no longer using the services. It seems they have ignored this call as well as messages sent to them. the company seems to have sent it to collections. which affects the **************** name. We called Oxygen XL and they argued with Us stating. You didn't fill it out correctly so you Owe. They acknowledge that we closed the Account and services. So how do you continue to charge when account was closed. By Our business. This needs to be corrected and Priority Payment Systems LLC. Cancel the collections, as they acknowledged WE Closed Account.Business Response
Date: 08/04/2025
To whom it may concern,
This merchant account *************** was closed in October 2024 but the September monthend fees ($178.95) (Insufficient funds) and October monthend fees ($79) (Account Closed) remained owed on your account plus an ACH reject fee of $30 was added your account. The ********************** owed is $287.95. No additional fees have been billed since you closed the account in October 2024.
Please work with the collection agency to resolve the outstanding debt owed.
Thanks
Initial Complaint
Date:07/21/2025
Type: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 previously used Riverside Payment for credit card processing.Priority Payment Systems, LLC was hidden there as a part of the contract. I switched services several months ago but they keep billing me. They are set up as an ACH payment then I changed my ACH filter with my bank so the amount is denied every month. Yet they keep trying to bill through Priority Payment System, LLC even I have finish with Riverside Payment last year! Then now, Priority Payment System, LLC send payments to the collections company. Also as their group, Cascade Equipment Leasing was trying to keep taking my money!Business Response
Date: 07/29/2025
Reach back out to Riversiade (Amiie *****), Ammi stated that they will be willing to meet the merchant in middle of the 2K balance . She also stated that she will reach out to the merchant to further discuss and will keep Priority posted.Customer Answer
Date: 07/29/2025
Complaint: 23632329
I am rejecting this response because:I haven't received any call or e-mail
from Priority Payment.
Sincerely,
******** *****Business Response
Date: 09/25/2025
Good afternoon BBB,
The attached documents pertain to the lease and MID closure as of March 2024. However, the merchant account was forwarded to collections for payment prior to that date. The partner office has waived the early termination fees associated with both the lease and MID moving forward.Customer Answer
Date: 09/26/2025
Complaint: 23632329
I am rejecting this response because:
Sincerely,
******** *****Business Response
Date: 09/26/2025
Good morning,
Unfortunately, per the partner (Riverside) response they are willing to work with the merchant on the amount that is owed and the merchant can reach out to ********* directly to discuss the details . The direct contact number is **************
Customer Answer
Date: 09/26/2025
Complaint: 23632329
I am rejecting this response because:I called the Riverside Business phone number, but never hear back from them!
Sincerely,
******** *****Initial Complaint
Date:07/16/2025
Type: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 have received an email requesting payment for services that I did not solicit. I am not sure who this business or company is, and I have had no contact with them to my knowledge. If they wish to reach out to me and explain how or when I used their services for any reason, I am happy to take their phone call. However, they cannot charge me for services that were not ever rendered nor agreed upon.Business Response
Date: 07/22/2025
Good morning,
This complaint comes from a collection that the merchant received due to inactivity. We have encouraged the merchant to call into our collection to clear this issue. Thanks
Customer Answer
Date: 07/22/2025
Complaint #********
Status: Not Resolved
To the Better Business Bureau and Priority Payment Systems:
The response from Priority Payment Systems (PPS) is insufficient and does not resolve my complaint. As of today, I have not received any documentation validating the alleged debt, nor has PPS addressed the legal and procedural issues raised. Below is a clearly itemized list of outstanding requirements:
1. Contractual Validation
PPS must provide a copy of any signed or electronically agreed-upon contract between Priority Payment Systems and myself, ******** ***** ****** / *********************. This must include:
A- The full contract with all terms
B- Date and time of agreement
C- Method of signature or capture
D- IP address, device ID, or ********************** log (if electronically signed)
E- Documentation of affirmative consent under the E-SIGN Act
2. Itemized Breakdown of Charges
A- Submit a detailed, itemized account statement showing:
B- All dates and amounts of charges
C- Any interest or fees applied
D- Clear explanation of how the balance of $181.12 was calculated
3. Account History & Withdrawals
Provide documentation of:
A- All payments received from my bank account
B- Dates, amounts, and method of withdrawal
C- ****************** or statements sent regarding these charges
I am legally entitled to a complete accounting of all payments withdrawn under this disputed agreement.
4. Notification History
*** must document all attempts to notify me of any balance due or impending collection activity. Include:
A- Dates of communication
B- Method (email, mail, phone, etc.)
C- Copies of any invoices, statements, or notices sent
To date, I have never received a formal bill, invoice, or account statement from either Priority Payment Systems or Wholesale Payments since the fraudulent initiation of an alleged contract in March 2024.
5. Relationship with Wholesale Payments
A- PPS must clarify its relationship with Wholesale Payments and explain the role each entity played in:
B- Onboarding my business (****************)
C- Setting up the account
D- Processing or withdrawing funds
E- Authorizing the referral to OxygenXL Collections
Failure to clearly disclose this information appears to be an intentional obfuscation designed to complicate accountability.
6. Collection Violations
I have attached a letter from the collection agency ********, acting on **** behalf. This letter fails to meet legal standards for debt validation and was sent without the documentation required under the Fair Debt Collection Practices Act. ******** has since closed the file and withdrawn the collection due to PPSs failure to provide supporting documentation. *** is responsible for the conduct of agents acting on its behalf.
7. Resolution Requirements
This matter will remain unresolved until:
A- All documentation requested above is provided in full
B- The alleged debt is formally dismissed
C- A refund is issued for any funds withdrawn under an unvalidated or fraudulently executed agreement
Final Notice:
If Priority Payment Systems fails to respond to each of the above points, I will escalate this matter to:
The ************************************ (****)
The ************************ (***)
The ******************************
All applicable licensing and regulatory boards
I have also attached the communication with OxygenXL to further support my claims. This complaint remains active and unresolved.
Sincerely,
******** ***** ******
Owner, ****************
******************************Business Response
Date: 09/22/2025
We are currently reviewing the account and will respond as quickly as possible. ThanksBusiness Response
Date: 09/23/2025
According to the agent office at Wholesale, ******* confirmed that the amount remains payable due to the **** The partner is unable to waive the $180.00 collection fee that is owedCustomer Answer
Date: 09/23/2025
Complaint: 23609477
Status: Not Resolved
To the Better Business Bureau and Priority Payment Systems (PPS):
The September 23, 2025, response from PPS is unacceptable. It came more than two months after my detailed July 22, 2025, submission and fails to address a single one of the documented issues.
1. *** has not produced a contract, audit trail, or itemized billing statement.
2. *** has not explained its relationship with Wholesale Payments or how my information was misused to open an account.
3. *** has ignored all questions regarding notification history and failed to explain how my information was handed to third parties without my consent.
4. *** has disregarded the fact that OxygenXL, their own collector, closed the account at $0.00 in writing on July 22, 2025.
Instead, PPS repeated the same unsupported claim of an ETF, despite all evidence contradicting that position. This is not a good-faith response it appears to be an attempt to stonewall, delay, and cover up the underlying fraud.
At this point, I do not know how many other third parties may have had my sensitive information shared with them. **** refusal to clarify or provide records raises serious concerns of identity fraud and consumer data misuse.
Final ******************start="1616" data-end="1619"> This complaint cannot be ****ed resolved. PPSs evasive conduct, two-month delay, and refusal to produce records demonstrate a pattern of concealment. I request that BBB **** this complaint as UNRESOLVED and escalate for further review.
Sincerely,
******** ***** ******
Owner, ****************
******************************Business Response
Date: 09/25/2025
Good afternoon,
After further reviewing the account we have concluded that the merchant does have 0.00 balance and have been cleared from the collection agency. Please know that we do apologize for any confusion that this has caused.
Customer Answer
Date: 09/30/2025
Complaint: 23609477
I am rejecting this response because:
Status: Not Resolved
To the Better Business Bureau and Priority Payment Systems (PPS):
PPSs most recent response is not acceptable. While they now admit that my account shows a balance of $0.00 and has been cleared from collections, they have once again failed to address the central issues of my complaint:
1. Fraudulent *******************start="736" data-end="739"> PPS has never provided a contract, audit trail, or any documentation showing I consented to open an account. My business was onboarded without my knowledge or authorization.
2.Unauthorized *********************start="951" data-end="954"> PPS has never explained how my personal and financial information was passed from Wholesale Payments to PPS and then to OxygenXL without my consent. This is a serious breach of data privacy and creates ongoing identity theft risk.
3.Misrepresentation
PPS has contradicted itself multiple times:
-July 21: Their collector (OxygenXL) demanded $181.12.
-July 22: The collector closed the account at $0.00 in writing.
-September 23: PPS told BBB that $180 was still owed.
-Now: PPS admits $0.00 balance.
This pattern is not confusion it is misrepresentation.
4. Unresolved ****************start="1586" data-end="1589"> PPS has ignored my July 22nd itemized requests for:
-Contractual validation under the E-SIGN Act.
-Itemized account and billing history.
-Documentation of withdrawals from my bank.
-Notification history.
-Clarification of their relationship with Wholesale Payments.
Final ******************start="1910" data-end="1913"> This complaint remains entirely unresolved. *** cannot claim resolution by simply stating the balance is $0.00 while refusing to address the fraudulent onboarding, unauthorized data sharing, and misrepresentation that caused the harm in the first place.
I request that BBB keep this complaint marked as Unresolved until PPS provides full documentation, accountability, and proper restitution has been provided.
Sincerely,
******** ***** ******
Owner, ****************
******************************Initial Complaint
Date:07/16/2025
Type: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.
This company was sub-contracted by my POS online platform. When I canceled with the primary company, they continued sending me bills even though I closed out with the original company. Now they are sending the bills to collections and not providing any invoicing. I haven't used the service in a year and they now they are going to collections.Business Response
Date: 07/17/2025
****,
I show that the account was closed on November 21, 2024 but several months fees rejected prior to that date (Sept-Nov 2024). Please advise of additional detail related to the amounts owed.
Thank you
Customer Answer
Date: 07/17/2025
Complaint: 23609412
I am rejecting this response because: I made several attempts to close the account dating back to early 2024 with the parent company "Elite Merchant Services" of whom I originally contracted with. Look through your records and you will see I didn't receive any money through your service all the way back to early 24. I am rejecting this offer as Elite Merchant used your company without giving me full disclosure that I would be responsible for closing my account with you. Please see the attached email showing several attempts to close the accounts prior to November '24.
Please delete the bill and close the collection as the services were not used and I was not properly notified that I would be responsible for closing my account with you, that Elite established.
Sincerely,
**** ******Business Response
Date: 07/25/2025
The rejects totaled $144.75 and the breakdown is below. I am also attaching the merchant processing application which contains language allowing us to debit the bank account for fees. During this period, there were no attempts to contact Priority or the ************ to cancel the account.
ACH Return $24.95 (R08) November Fees / ACH Return $59.90 (R08-Payment Stopped) October Fees / ACH Return $59.90 (R08-Payment Stopped) September Fees.
Initial Complaint
Date:03/17/2025
Type: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 previously used Priority Payment Systems for credit card processing. I switched services several months ago but they keep billing me monthly. They are set up as an ACH payment but I changed my ACH filter with my bank so the amount is denied every month. Yet they keep trying to bill.Business Response
Date: 03/18/2025
Good morning. I see that you also called in on 12/11/2025 and spoke with our team who mentioned that they had no record of you calling in or case submitted so he emailed our cancelation form to cancel your account. Please email that form to ************************ or work with your agent office directly to cancel your account. They can be reached at ************ or **************************************************
Thank you
Customer Answer
Date: 03/20/2025
Complaint: 23078140
I am rejecting this response because: I am not in receipt of the form they are referring to. It will need to emailed to *********************************
Sincerely,
******** *********Business Response
Date: 03/21/2025
I am sorry that you do not have the needed closure form to close your account. I am attaching it to this correspondence. Please email that form to ****************************** or work with your agent office directly to cancel your account. They can be reached at ************ or **************************************************
Thank you
Customer Answer
Date: 05/16/2025
In February 2025 I notified via email that I had cancelled their service months ago. I still received bills from this company, despite no service being provided so I then filed a complaint with BBB. The response to that formal complaint was that the company emailed me a form which needed to be filled out and returned via email. I completed this on 4/7/25. On 4/25/25 Priority Payment Systems issued another invoice to my company.Business Response
Date: 05/16/2025
My apologizes for the delay with closing your account. As of this writing, the account has been successfully closed.Customer Answer
Date: 05/16/2025
Complaint: 23078140
I am rejecting this response because:In my initial complaint I erroneously stated that I had disabled the ability for Priority Payment Systems to take the monthly deductions. It was very confusing because the transaction descriptions do not match the company name. As you can see from the attached transaction search from my bank, PPS has indeed been taking monthly charges from my bank despite the account being closed.
I am due a refund of $1167.95 as this covers the time period for which I have not used their services.
It is patently clear that this company uses every excuse and drags their feet on cancellations while collecting monthly fees long after they are providing service.
Sincerely,
******** *********Business Response
Date: 05/28/2025
A refund in the amount of $1167.95 is set to be processed to repay customer for monthly fees. I also see that the customer called in and was provided similar details.
Arianex.****
05/23/2025 04:04 PM
who kathly owner what call inquiring about status of account and refund , advice as per case refund will be process within 7-10 days e0c5cbe4 and account is already closedInitial Complaint
Date:03/03/2025
Type: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 running non profit organization, I'm working with this company for since 2018 Was no any major issues, 2 weeks ago I had a big amount of money processed as donation, Was some issues with the card number because it's was over the phone,The card when through no problems but now the company decided to hold ****** dollar for 6 month, for no reason,My ***** was on the phone with ******** *************** to guarantee this transaction but they don't care, I told the company if you don't want to process it is ok please return the money, they refused, I asked to do refund on my side they refused, they told me if I do refund they will take ****** dollar from my account (what I don't have) & still will hold the money for 6 month, I didn't get answer why they need to hold the money for 6 month if I do refund on my side, & why they can't send the funds back, didn't got any answers just one word NO,Now 2 weeks later they still hold the money, & now they changed my bank account 2000 dollar process fee with out deposit the money, I called & ask ever 1. Deposit the money 2. Refund the money to my account, if you didn't deposit, 3. Refund everything to **********, was only one answer, we don't work for ******** don't do it , call as back in 6 *********** holding the money until then,I ask to do 4 way calling with my *********** bank , They refused for any solution, or to help When they have no answer they hang the phone,Business Response
Date: 03/03/2025
To properly research your claim, we would need a merchant ID if you could please provide it.
Thank you
Customer Answer
Date: 03/04/2025
Dibrot Eliyahu - ***************
Phone number ************
Here the numbers you need for clients profile
Business Response
Date: 03/05/2025
Some background on this issue is that a large single sale processed / $32,200 which was above this accounts approved / underwritten parameters which prompted Risk to open an investigation. Our Risk team found that the merchant had attempted to run the customer's card 5 separate times, each authorization attempt had declined for "Do Not Honor", before finally receiving an approved authorization. The account was placed on a funding hold while the abnormal processing activity was questioned. Priority's Risk Team requested standard documentation and information regarding the sale for $32,200, as the account had not been credit qualified to process in this manner, nor had they processed in this manner historically. The merchant refused to provide the requested documentation and information regarding the sale in question. As Priority's Risk Team was unable to receive and review the requested documents and information necessary to make an informed analysis of the activity in order to protect against possible financial loss, it was communicated to the merchant that the funds would need to be held for 180 days to guard against customer disputes. The funding hold has been removed, in order for the merchant to receive deposits on their underwritten/approved processing activity. The sale for $32,200 will stay on hold however for ****************************** the industry to protect the Processor from financial loss.
If there are additional questions pertaining to the above investigation, please contact the Risk Investigator that handled the issue.
Customer Answer
Date: 03/05/2025
Complaint: 23012643
I am rejecting this response because:Lies lies lies only lies
1. Why did the company process the money if it's over the limit??????????? Didn't need to process it at all if it's over the limit
2. Why the company taking almost $2000 processed fee from my bank account before deposit the money, after you will deposit the money in my account you are more then welcome to take your fees not before this is a crime,
3. All documentation that processing companies ask was provided
4. I ask clearly not to except the money & I want to refund the money if it's going to be hold for 6 month everything was refused by the company they only want their fees no customer service, ****** in the company are refuse to do a return & refund & don't want to close my account, only thing they want it's to still money
5. You don't take fees before finishing to deposit the money in Customer account
6. It's been replaced multiple times it's was a phone sale was mistake with the cc numbers & they can see it & they know it this why was trying more then once to run the card,
7. If was a problem if running the card multiple times why did company process the money???
8. ********** from NY was willing to call with the credit card owner & to approve the transaction & they did so this didn't stop the company to hold the money,
Im Asking
1. Return refund the money to the credit card owner because I'm unable to do it on my side,
2. Refund the money into my bank account it's not ok at all to take any fees before depositing the money in the client account,
3. Do not hang phone on clients & don't Still money from bank accounts,
Sincerely,
******** *******Business Response
Date: 03/05/2025
The fees paid were for the processing of this transaction. The Risk Investigator confirmed that the funds will be released to your bank account after 180 days to guard against customer disputes. If you have additional documentation that you would like reviewed, please advise our Risk Team and work directly with them.
Thank you
Customer Answer
Date: 03/05/2025
Complaint: 23012643
I am rejecting this response because:They don't even looking what I'm saying,
Not surprised with this company, customer service, just look online about over 100 complains on this company,
1. I ask from the first day multiple times if it's over the limit please don't process the payment, & if it's going to **** * month please refund the money to the Credit card holder & but the company refuse,
2. They refused to do refund, & now holding the money, & taking fees on money that didn't processed,
3. You have no right to take any fees before clients receive the payment ,
4. no risk at all as ********** called the company & card holder approved the transaction,
5. You have no right to take a ***** out of my bank account, & Im asking now for the 5th time to close my account with your company, company of crooks,
6.I don't want this money I want it to be refunded to the Credit card holder as card holder also asked for it so what is the problem crooks????????????
7. Now I'm asking from the company to refund the money to the credit card holder Mr. ****** from NY Refound NOW & to return all processed fees back to my bank account
8. Not refunding the money back will put this company with problem with ********** & *******,
Sincerely,
******** *******Business Response
Date: 03/07/2025
Sir,
Our Risk team has reviewed this case thoroughly with you and advised of the hold that will be placed on funds. I have also provided a detailed reason for the hold. The transaction has already been processed so the cardholder has been debited for the sale. The funds to your account are what is on hold and will do so for up to 180 days which is to mitigate a loss to Priority for chargebacks
Thank you
Customer Answer
Date: 03/07/2025
Complaint: 23012643
I am rejecting this response because:1. I ask clearly from the first day not to except the payment, & to refund the money to the card owner, why this never happened???????
2. If the amount was over the limit why did you process the payment even that I ask not to??????
3. You don't take money/fees from my account until I receive the money according to me my payment was not processed into my account so it's not processed, don't take fees on something I never received,
4. Company have no right to take any fees before money/ payment processed into my account so far I didn't receive any money ,
5. I ask to refund the money to the credit card from the first day as you blocked me from doing so & refused doing so, why???????
6. Now I'm asking to refund the money to the card holder yes it's possible, & refund the fees to my account as I didn't receive any money, less than refund card owner & refund the fees I'm not expecting any other things,
7. Process for refund already file with ********** by card holder , & with ******* for fees also was filed,
8. Don't understand why from the first day I was unable to refund the card holder????????
Sincerely,
******** *******Business Response
Date: 03/07/2025
Dear Sir,
I am reviewing the Risk Investigator notes and see that you have been and are in constant contact with the Risk Investigator / ******** ****** from our company. The last note from the Risk Investigator yesterday @ 4:58p stated that your account has been closed at your request and that the stated funds will remain on hold as stated in the event of chargebacks and rejects. I would encourage you to work directly with our Risk team on any and all concerns you have related to this case. We have been direct and forthcoming to the reasoning behind the issue and attempt to bring the issue to an amicable resolution.
Thank you
Customer Answer
Date: 03/07/2025
Complaint: 23012643
I am rejecting this response because:
1. Your company didn't answer non of my questions, or explain why they refused to credit the card holder & why they blocked me from doing so??????2. all your company is saying is one word it's No for everything regardless, talking with risk team didn't help nothing so is no reason to contact them, if was someone to talk to in the company I was not complaining at BBB, & so far is no one to talk with company,
3. I'm asking to refund the money to card holder as he also requested so, end refund money that got stolen out of my account, so far we didn't Received nothing from your company beside aggravation
4. Not understanding why you are the only company it's impossible to do refund???
5. Is no risk right now as the money needs to go back to card holder regardless as his request,
Sincerely,
******** *******Customer Answer
Date: 03/11/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.
Because
1. They didn't answer non of my questions? & Complains, looking like they do copy paste for the same answer without looking on my questions and issues,
2. My account Over the limit??? Why did you process the payment???? And I ask not to process it , so why??? To make money???
3. Refusing to refund the transaction & blocking me from doing the refund why?????? What risk you have by doing refund???? Never in my life heard anything about risk for doing refund?
4. Taking $2000 from my bank account without doing any process the money, looking like they do it just to make profit without giving nothing, besides the problem that I never signed or agree to this kind of %
I would like all this issues addressed in the mediation
Thank you
Regards,
******** *******
Business Response
Date: 03/17/2025
Section 25.2 of the Synovus (which this account is under) Program Guide lays this out. Please see attached Program Guide and the section in question which highlights Priority's ability to establish a reserve and the holding of said reserve for a period of time based on the circumstances of the transaction(s). Every merchant customer receives and agrees to the terms and conditions of the attached Program Guide. Hopefully this provides the needed clarity on the issue. It is also important to note that the merchant customer has been directly in contact with our Risk Investigator to air out any complaints that he had.
Thank you
Initial Complaint
Date:02/18/2025
Type:Status:ResolvedMore 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 is a company that handles credit card sales at a charge. They have taken money out of my account for over a year with no sales being processed. They are not the original company we signed up with. But I had no sales for over a year. ******* could not identify this company. No name, no address, no phone. After some investigation I contacted them and got no satisfaction, not even an apology. They said they had the right. And insist that they still have the right.Business Response
Date: 02/17/2025
This is ***** *******. I own Ralphs Italian Deli. My complaint is against a credit card processor. This complaint information seems to be wrong. I need someone to call me to try and straighten it out. I dont see the name of the company that I am complaining about.Business Response
Date: 02/19/2025
Please share the merchant ID and Business Name so that we can research further
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