ComplaintsforGlobal Payments, Inc.

• Initial Complaint

  04/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Evo/Global Payments charged $197.25 per month for services that were not being used. Their customer service representative stated original agreement was for three years and automatically rolls over each year. This is not stated in the contract, nor was I notified of these conditions.Spoke with customer service representative on 3/29/24 and 4/1/24.

  

  Business response

  04/16/2024

  Global Payments, Inc.
  3550 ***********
  *******, ** 30326
  Globalpay.com
  
  Better Business Bureau Inc.
  Case Number: ******** 
  Consumer Name: *********************
  Merchant ID number: ****************
  

  Dear BBB Customer Relations Advocate,
  

  In review of ********************* BBB Complaint, EVO/Global was able to locate an account with the ********************** ID above. The last transaction was in March 2023. As explained by our customer support teammates, our contracts all have an initial 3 years. This is followed by an automatic renewal if not closed 90 days prior to the anniversary date. The terms are outlined in Section 13 of the Terms and Conditions. The updated link was sent out via statement messages in December 2017 to January 2018 and again January 2021. 
  

  We have included the link *************************************************** to review. 
  

  At this time, the account has been closed without the $495.00 Early Termination Fee. All other credit requests have been declined. 
  

  We do show a debt of $227.25 owed for March 2023 billing that was rejected from the merchant's bank account. We will review to waive debt owed with confirmation of BBB complaint #******** reported as closed and resolved.
  

  Best Regards,
  EVO Merchant Services

• Initial Complaint

  03/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This business has been charging me fees for my account and not providing me notice or any statements. Until today I was only given access to my statement on authorize.net which showed monthly charges not exceeding $0.25. I inquired today 2/15 at 12:21 and was given online access to different statements by ************************* whereupon I finally saw all the fees including monthly minimum charges of which I had never been made aware as well as some annual fees. When I opened this particular account the sales rep assured me that I would be paying no additional fees. I asked ******* to cancel the account and was told that there is a $495 cancellation fee which again I had never been notified about. I request a refund of all fees assessed since the beginning of this year and closure of the account with no additional fees.

  

  Business response

  03/14/2024

  
  After further review of the merchant account. I was able to identify the additional fees that were applied to the merchant account, which was due to activity on the account. Please know that Authorize .NET is a separate third party. Which we used to assist with processing your transactions, after authorizing the transaction we as the processor process the confirmation for funds being deposited into your account. Which then the funds are deposited into your account This is one of the reasons you received a separate billing statement from authorize.net and as well as (EVO/Global). We are able to go forward and honor no etf of $495.00( cancellation fee). However, I would like the merchant to confirm if the closure request still stands. This is due to, noticing processing and usage of the terminal recently as of January 2024, which leads to no credit. Please feel free to contact our Customer Support with any additional questions or concerns. Looking forward to resolving any additional matters in regards to the account. 

  

  Business response

  04/10/2024

  Global Payments, Inc.
  3550 ***********
  *******, ** 30326
  Globalpay.com
  
  Better Business Bureau Inc.
  Case Number: 21298391
  Consumer Name: *****************************
  Merchant ID number: ************/ 273710156616 
  

  Dear BBB Customer Relations Advocate,
  

  After further review of the merchants account, we were able to identify the additional fees that were applied to the merchants account, which was due to activity on the account ************. Please know that Authorize.net is a separate, third party, which is used to assist with processing the merchants transactions. After authorizing the transactions, Global Payments as the processor processes the confirmation for funds being deposited into the merchants account. All billing with Authorize.net is separate from (EVO/Global). Due to the billing process, it requires cancellation with both Authorize.net and the processor. However, we have canceled the merchant account with no termination fee. At this time, the merchant accounts are closed with no further billing.

• Initial Complaint

  03/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Company continues to withdraw money from my account despite a cancellation of the policy over 6 months ago. They have said they would replace the money, but they have not. Another withdraw was made Monday March 11, 2024. They have not responded to any inquiry by phone or email. They have provided nothing indicating that the money was owed. I have even sent them their confirmation that the policy was canceled. Yet they continue to withdraw and do not follow through on replacing the money as they stated they would

  

  Business response

  04/10/2024

  Global Payments, Inc.
  3550 ***********
  *******, ** 30326
  Globalpay.com
  
  Better Business Bureau Inc.
  Case Number: 21427467
  Consumer Name: ***********************
  Merchant ID number: **************, 39300980848856
  
  Dear BBB Customer Relations Advocate,
  

  This is in response to a complaint by Mr. *********************** alleging that Global Payments/TSYS continued to withdraw money from his account despite him canceling the policy over six months ago and that refunds have been promised, but not made. **************** is not listed as the business owner or as an authorized signer on either account.
  

  Each of the accounts in question was closed on February 20th, 2024. The refunds accepted by **************** for each account were $503.45 for the account ending in 8374 and $515.55 for the account ending in 8856. **************** told us he had yet to receive the $503.45 refund. This is due to this refund correctly going to the bank account that correlates to the account ending in 8374. **************** is requesting that we send this refund to the bank account for the account ending in 8856. He was advised that we did not receive any rejects for this credit and that he needs to speak with the signer on this account to reverse the credit and send it to another bank account.
  

  To determine which charges **************** is attempting to recoup, we attempted to contact him twice by phone at ************ and left a message for a callback each time. We also sent an email to ***************************** As **************** has not responded to our requests for clarification, there is nothing more we can do at this time.

• Initial Complaint

  03/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I started using Global Payments, *** as my credit card processor in 2020. Every year since then, I have had to call multiple times, leave messages and send email requests over several weeks to track down my 1099-K. I have not once received a hard copy by mail as is required by the **** I have had to have them send it via email weeks after it was supposed to be available. This year is no different and I started emailing on January 31st, again on February 14th, and again on February 28th, and finally again today March 7th. I received an email response from **** **** on February 28th saying the following: " Hello, We mailed all the 1099k to the merchants on January 21, 2024. We follow all the *** mandates. We do not have access until after 2/14 each year. This is a heavy call and email volume time of the year. Do you need your address updated so next year you can receive it through the mail?" That was the extent of her response and she did not include a copy of my 2023 1099-K, thus ignoring the whole point of me having to track it down from them each year. I responded that yes they could fix the address where they failed to add the suite number I provided them when I signed up, however, that wouldn't have prevented the postal service from delivering the letter had it actually been sent, since there are only 10 suites on this building and they have the business name on the letter. In 2021 I actually finally talked to someone on the phone and was told, that, oh yeah, we don't actually mail them out to the client. Whether or not that is true I don't know, but I do know I have never received a hard copy from the company. I am fed up with having to beg for a copy of my 1099-K 3 years in a row and will be looking for a new CC processor. Unfortunately I still need this year's copy and will likely have to go through this headache again next year for the months I have had to use them thus far in 2024.Merchant ID *************

  

  Business response

  04/03/2024

  Global Payments, Inc.
  3550 ***********
  *******, ** 30326
  Globalpay.com
  
  Better Business Bureau Inc.
  Case Number: 21401227
  Consumer Name: *****************************
  Merchant ID number: *************
  

  Dear BBB Customer Relations Advocate,
  

  We called and left ***************************** a voice message. We let her know that we have requested a copy of her 1099k to be sent to her. She was also provided the email address to request a copy ***********************************.  
  

  ***************************** has called into the call center several times requesting a copy but unfortunately the call center does not have the information requested. She has been provided the email several times to request the copy of the document. We will forward on the document when we receive it to the mailing address we have on file as well as her email *******************.
  
  *************************, Pllc *****************************
  ***************************************************************************************

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/15/2016, I requested a cancellation of my account with this company. My merchant ID is ************. My new accountant recently flagged that I have been charged on average $200 a month for this service that I cancelled (the way it was set up was hard to identify). After tracking down that this was EVO Payments, I called the company who confirmed that I did cancel the account on 11/15/2016 and they would get back to me on a refund. After not receiving a return phone call, I reached out again. I was told to email ********************************************** After sending multiple emails with no response, I got bounced email notifications and no response.

  

  Business response

  03/29/2024

  Global Payments, Inc.
  3550 ***********
  *******, ** 30326
  Globalpay.com
  
  Better Business Bureau Inc.
  Case Number: 21393469
  Consumer Name: *************************
  Merchant ID number: ****************
  

  Dear BBB Customer Relations Advocate,
  

  After reviewing the merchants account, ************************** we were able to identify that we received a call from the merchant requesting closure on 11/17/2016. Required documentation needs to be provided in order to complete the process of closing out the account. Due to no closure documentation on file, we are unable to credit the merchant account. However, please provide any emails, or documents that show proof of closure being requested at this time.

  Customer response

  04/03/2024

   
  Complaint: 21393469
  
  I am rejecting this response because: 1) there is no proof that this documentation was not provided 2) there is proof however that the service was not used since that cancellation and 3) there is no excuse for not responding to any of my emails or phone calls and 4) There should be some compensation
  
  Sincerely,
  
  *************************

  

  Business response

  04/10/2024

  Global Payments, Inc.
  3550 ***********
  *******, ** 30326
  Globalpay.com
  
  Better Business Bureau Inc.
  Case Number: 21393469
  Consumer Name: *************************
  Merchant ID number: ****************
  

  Dear BBB Customer Relations Advocate,
  

  In review of the recent BBB complaint rejection, we do show that a termination form was sent to email, ******************************* on 11/17/2016. We do not show the termination form was sent back to initiate the cancellation process. We do not show any contact made to us until 2024. The *** the merchant signed outlines the T&C that our company follows in order to meet our legal obligations. The terms state that the merchant must notify the company of asserted billing errors within 60 days. It is not part of our business model to reach out to merchants who are not processing monthly. Is there a reason why the billing was not caught in 2017 and after? The contact must be made from the owner to notify EVO. At this time, our decision remains to deny the credit amount in question. 
  

  As stated in the previous response, if the merchant is able to locate the termination letter and prove that it was sent back to the company for processing, we will continue to review the account. However, without proof, a decision has been made. 
  

  Best Regards
  EVO Merchant Services

• Initial Complaint

  03/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a call that this credit card processing company was closing my account in 2019. I found out that they were still charging me every month a $311 processing fee for the online account. This was never conveyed that there were 2 separate accounts, no statements were ever sent. I would like my money back for the last 4 years of fees.

  

  Business response

  03/29/2024

  Global Payments, Inc.
  3550 ***********
  *******, ** 30326
  Globalpay.com
  
  Better Business Bureau Inc.
  Case Number: 21383266
  Consumer Name: *********************
  Merchant ID number: ***************

  
  Dear BBB Customer Relations Advocate, 

  After reviewing the account, we found that the merchant had two accounts with us, one opened in 2018 and the other in 2019. One was closed in 2019, and the other remained open as there was no request by the merchant to close it. We have offered a refund of $2,004.15 as the merchant has 90 days during which to notify us of billing discrepancies. The $2,004.15 is a refund for six months, three months beyond what we would normally issue according to the terms and conditions of the merchant's contract. The merchant has refused this refund. This is the maximum refund we can offer based on their contractual obligations. We have provided their contract for their legal counsel to review and they have the options to dispute their contract with our legal team.

• Initial Complaint

  03/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  *********** account (anthem lighting *** dba *******) has been charged various amounts ranging from $300 to $600 monthly from Cayan Global wihtout any authorization on contract on our hand. We are unable to reach anyone at Cayan global to discuss the unauthorized charges. We have not agreed to any services with Cayan Global and would need someone to contact us immediately to solve this matter.

  

  Business response

  03/22/2024

  Global Payments, Inc.
  3550 ***********
  *******, ** 30326
  Globalpay.com
  
  Better Business Bureau Inc.
  Case Number: 21373826
  Consumer Name: ***************************
  Merchant ID number: ***************
  

  Dear BBB Customer Relations Advocate,
  

  We found the business had two accounts. One was closed while the other remained open. We have worked with the merchant to close their remaining account to stop the billing and agreed to refund the requested $3,371.50. We are awaiting the merchant to sign a settlement agreement agreeing to that amount and then will issue a check. 

  Thanks.

• Initial Complaint

  03/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband and I own a small business and use Maverick the credit card processor as our means to process transactions. Unfortunately, TSYS is the chargeback company through this processor. I say unfortunately because this company has been extremely unprofessional, unethical, and ignorant to an issue that has been harming our company. We have had countless chargebacks; approximately over $200,000 of chargebacks and most of the chargebacks come when a customer receives their merchandise and then disputes the charge, saying they never received it. Despite us submitting evidence of signature, time of delivery, invoice, terms and conditions, and a detailed letter summarizing each specific transaction, TSYS denies our attempt at fighting the chargeback. On some of them we have fought the dispute several times, making it more and more clear of the fraudulence and TSYS fails to ***** us any wins despite these facts. On top of this, our representative for the processor reached out to TSYS and TSYS was unable to come to any beneficial solution for our company. We would like answers from this company to this situation as their means of business practice have been unethical and unprofessional. We will be forced to take legal action if this issue is not addressed appropriately. Providing substantial proof in these cases is clearly not enough to win the dispute, so again, we would like CLEAR answers in a resolution to this situation.

  

  Business response

  03/22/2024

  Global Payments, Inc.
  3550 ***********
  *******, ** 30326
  Globalpay.com
  
  Better Business Bureau Inc.
  Case Number: #********
  Consumer Name: ***************************
  Merchant ID number: ****************
  

  Dear BBB Customer Relations Advocate,
  

  We are not sure the merchant understands the business model they are in. They are a merchant that sells coins over the internet. Which means they do not know their customer like a face to face merchant does. As such they are susceptible to fraud transactions at rates much higher than face to face merchants. The majority of the chargebacks/disputes the merchant receives is for cardholder fraud, nonreceipt of merchandise, and quality of product.
  

  Chargeback rules are managed by the card brands ****** MasterCard, *************************** not the acquirer. These rules include timeframes to respond to cases. This merchant historically did not respond in a timely manner and as such we were unable to respond to the card brands on their behalf.
  

  The cases were reviewed by our Disputes Team. Our research shows that some cases were successfully defended on the merchants behalf, and the merchant was reimbursed for those cases. Our research also reflects multiple cases that went past the timeframe and were not allowed to process through the various card brands due to late responses. 
  

  We attempted to obtain additional information from the merchant on various cases and provided new/ updated response deadlines to the merchant. In many cases, the merchant failed to respond or responded late to the additional attempt.  
  

  While we do understand the merchants frustration, the documentation provided by the merchant was not sufficient in some cases, based on the reason code of the dispute.  
  

  Findings also support that in some cases, the merchant did not sign the letter to pursue as the issuer continued the dispute and as such, those cases were accepted. Again, these were due to the letter not being signed to pursue arbitration.

  Thank you.

• Initial Complaint

  02/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We have a few locations with Evo Global Payments as our credit card processor. We setup a new location and received our Lane3000 pinpad. It was programmed incorrectly and did not work. We waisted a full day driving and installing to find this out. This was on a Friday.Monday we called in and explained the problem and were told we would have a replacement next day air shipping. Its now three days later and no shipment has arrived. We called in and were told a label was created but not shipped. The person transferred us to a different department on hold for one hour or more no answer. A message comes on telling us we can ask for a return call in two days.We tried calling three different sales people no answer and no return calls. We don't have a credit card terminal to process payments and have paid for over night shipping. Basically we can not get a hold of this company and get no help to resolve the case. We paid $995 for the terminal and next day air shipping of around $200. We have lots credit card sales for now 6 days and looking at more days with no resolution to the problem.Intercard people have also tried contacting Global payments and no luck. They are suggesting to go with a different company at this point. I need to close my accounts and use a new credit card processor. I need to figure out how to contact this company.

  

  Business response

  03/15/2024

  Global Payments, Inc.
  3550 ***********
  *******, ** 30326
  Globalpay.com
  
  Better Business Bureau Inc.
  Case Number: 21362968 
  Consumer Name: *********************************
  Merchant ID number: ****************

  Dear BBB Customer Relations Advocate,

  After reviewing the account, we did notice that the account in reference above was closed without an ETF due to the inconvenience caused to the business. A few things need to be discussed more in regards to the credit request in the complaint. Our call center is open Monday- Friday 8-5 EST. We can also be reached by email at ********************************************.
  

  To address the concern of never receiving the equipment, we actually show the equipment was delivered (tracking #1ZHR22810142540022). We also show no claims to the debits you state were made for equipment. Our documents show that we waived the fee for the equipment and only charged $75.00 shipping fee. 
  

  To prevent future billing, please contact EVO to have return labels sent for equipment. If you have proof of a $1200 debit please send documentation to the email above.  
  

  We apologize for the inconvenience and do not want to lose the other merchant account business relationships that have been built. We appreciate having you as a valued merchant and would love to work out the best resolution for both parties.  
  

  Best Regards,
  EVO Merchant Services

• Initial Complaint

  02/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We had plans to switch to a new software at our company and Global Payments was integrated with this software. For various reasons the change in software did not happen. My contact was *************************** ********************************************** about setting up our account. He suggested that I go ahead and get the card terminal for when we were ready to use the system knowing that there was a lot of work ahead in changing software. The situation with attempting to change software lasted months (July to December). The card reader sat on my desk in a box never even being activated while we figured out the situation with the software. Meanwhile, the company started to charge us. I contacted ******* about this and he said that he would get me a refund. When I contacted him again about never receiving a refund, I never heard back. Later, I decided to call the company about the situation. It is has been incredibly time consuming and over multiple calls just to cancel the account and attempt to get refunded. I called today to clarify about the refund. I had requested to be contacted with this information. It was decided to give a partial refund of $221.51 0f $408.77 that we were charged. This is only 54% for a service that was never used. I can only describe this as stealing. In the notes it said something about they couldn't give a full refund because ******* was not a staff member. He had the ability to set up the account and GP could start charging me so I cannot understand how that is valid reason to only give me a partial refund. Global Payments has their notes and recorded phone calls if that is helpful to resolving this situation. All I am asking is for Global Payments to provide me a full refund for a service that was never used. By not providing written information, it seems they are trying to avoid being held accountable for their actions commitments in phone calls.

  

  Business response

  03/11/2024

  Global Payments, Inc.
  3550 ***********
  *******, ** 30326
  Globalpay.com
  
  Better Business Bureau Inc.
  Case Number: 21353956 
  Consumer Name: *********************
  Merchant ID number: *************
  

  Dear BBB Customer Relations Advocate,
  

  I called and talked with **** at the front desk since ********************* was not available.  I let **** know there had been an error and I put in for the remaining ****** refund that she should receive in 5-7 business days.  **** said she would pass the information to **** and I did provide my direct phone number if **** had any questions.
  This will make the complete refund 408.77.
  

  Thank you
  ***************************
  Client Care Manager
  Global Payments Integrated

  Customer response

  03/26/2024

   
  Complaint: 21353956
  
  I am rejecting this response because: Global payments indicated they would issue another refund and this would have been an agreeable solution to the problem. However, the funds have not been received. Please see the attached image from our bank account. There is nothing beyond the original partial refund. Please let me know how we need to continue to follow up about this.

  --Thank you,

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

  

  Business response

  03/29/2024

  Global Payments, Inc.
  3550 ***********
  *******, ** 30326
  Globalpay.com
  
  Better Business Bureau Inc.
  Case Number: 21353956
  Consumer Name: *********************
  Merchant ID number: *************
  

  Dear BBB Customer Relations Advocate,
  

  The requested refund is being processed for the consumer. There was a system error that caused a delay, but the total disputed amount of $408.77 is being funded to **** in two separate deposits. We have called to let them know, and left a voicemail.

*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. ↩