Complaints
This profile includes complaints for Global Payments, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 202 total complaints in the last 3 years.
- 38 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:05/06/2024
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.
May 4 I am writing on behalf of a company called TSYS Cayan LLC located at ************************************************************************ and the telephone number is ************.I purchased TSYS services in 2018 under a verbal agreement and understanding that I would only be charged for this device while using it. This is a device called Swipe Simple Device/ ********************** Processing created by a company know as TSYS or Cayan; it is a device used to charge credit cards for my services for alteration services. This device did arrive to my shop but was never used as it was not functioning, therefore I was never even able to use it for even one simple transaction. They did call to help with a set up, but because I never connected on the phone with the company the service was never set up to ever begin usage. I promptly called to cancel this service and offered to mail it back as it was ineffective and impossible for me to use. I called the company and canceled the services of a device that I could not set up or use, as common sense would dictate. Not only did the device never work, I was also under a verbal agreement that I would never be charged for this service unless I was using it. I have now discovered that I have been unjustly overcharged for an ineffective and non existent service for the past 7 years of which I have never even received a formal bill for, a customer service call about, or any other communication about. My mistake is that I overlooked their automatic withdrawals from my checking account each month due to the fact that I have several automatic withdrawals in the form of bills. As a single mother putting my daughter through college I have many insurances and utility bills combined and overlooked their cryptic billing statements that where inconsistent in amount each month (one month being that I owed $111.58 to $485.85 the next mo.) Each month charged by this company has amounted to over 16 thousand dollars in 7 years time. Again, for a service I HAVE NEVER RECEIVED. The whole billing system of TSYS is geared to mislead the customer with lack of communication and clarity as to what one is signing on for, while verbally being promised that you will never pay for services that you dont receive. This company also frequently changes their name, bills under a different names, and never answered my questions or sent me confirmations on any requests.At this point, after catching this gross overcharge to my account (of a service that I never received) I have now submitted a request to receive the monthly bills from this company from 2018-24 and they are requiring a subpoena to show me this very basic info. If you contact this company you will see that I have been unjustly overcharged thousands of dollars over the course of 7 years for a device I have never even used once. Being charged for a service that I never received for over seven years with zero communication feels like something between manipulation and robbery. Zero communication. Zero emails. Zero customer service. 100 % Scam. The charges where not even consistent each month, changing in price, and I do feel preyed upon financially. I would also add that English is my second language, and I feel manipulated in that this company took full advantage of my weakness in English. I believe this companys design is to prey upon peoples vulnerabilities to enrich themselves. Aka scam customers out of money. scam customers out of money.I request my full money back. I am working to get my bank statements since 2018.
Business Response
Date: 05/31/2024
Global Payments, Inc.
3550 Lenox Rd NE
*****************
Globalpay.com
Better Business Bureau Inc.
Case Number: 21671417
Consumer Name: *********************
Merchant ID number: ***************Dear BBB Customer Relations Advocate,
We have made multiple attempts this week to reach this merchant and have not been able to reach them to discuss and provide their contract and what statements are available.
After reviewing the account, we verified that we do have a signed written contract outlining our fees and without mentioning that fees are only billed as the service is used. Much like other services, such as cellular phone or cable television, we do not monitor usage, and billing continues until we are called to close the account. We do not show any attempt to notify us to close the account prior to April 2024. Our last recorded interaction was that the merchant would charge the device and then test it again on 8/25/2018. We were not contacted again until 4/29/2024, when we closed the account and stopped billing. We have not been provided any evidence that there was any agreement with TSYS/Cayan that fees would only be billed when the service was used. It is possible this was an agreement with Swipe Simple, which is mentioned in the merchant's complaint but is a separate company from TSYS Cayan. We would only operate with a signed contract agreeing that state billing will continue until one party is notified to close the account.We have and can provide the signed contract, which is the foundation of our billing process, along with statements dating back to January 2021. Please note that statements prior to this period are archived, and retrieval can be a lengthy process that is typically reserved for legal proceedings.
Regarding the complaint that we frequently change our name, ***** has been acquired twice since this account was opened, but we maintained the billing descriptor through May of 2023, when we changed it for the first time to include our new company name. In addition, our 24-hour help desk has maintained the same number throughout this time. The merchant had previously contracted with us regarding their devices, so they knew how to contact us if they had any billing concerns. There are variations in fees each month due to quarterly and annual fees that can change the amount billed each month.
The signed contract also states that we need to be notified within 60 days of any billing disputes. We are offering 90 days of fees equaling $855.55 as a courtesy refund. Given that we have a signed contract and we have no evidence of being notified to close the account prior to 2024, we believe it is unfair for our company to bear the burden of funds the merchant is requesting. Ninety days is enough time to notice any billing concerns and notify us of said concerns.
Initial Complaint
Date:04/23/2024
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.
In May of 2023, I signed a contract with this company for the credit card processing service for my business located at ********************************** known as WA QUICK STOP LLC CONVENIENCE STORE. But they didn't deliver their obligation as our contract within 3 business days, when I contacted their local agent he told me, he needed more time . Because of my need for credit card processing for my business was urgent I cannot wait more, if I wait more time I lose money and customers every day. As small business owners I can't afford losing money and customers. So contact another company who willing to work with me within overnight or next business days. I asked TSYS MERCHANT SOLUTIONS to cancel the agreement between us so many times, and also I contacted their local agent to resolve the issues but he told me to contact customers ******************** and I didn't over again over again. But their is no solution and they keep charge me every month without giving me any kind of services so whatever.Business Response
Date: 05/16/2024
Global Payments, Inc.
3550 Lenox Rd NE
*****************
Globalpay.comBetter Business Bureau Inc.
Case Number: 21523002
Consumer Name: *************************
Merchant ID number: ********Dear BBB Customer Relations Advocate,
Upon reviewing the case, the account below has been active since May 2023 but has no transactions.
MID: ******** / DBA: M TOWN MARKET
On September 19, 2023 - the merchant contacted us to cancel his account. The advocate educated him about the cancellation process and sent the closure form for him to fill out. No closure form was sent back even after a few days.
On Feb 2, 2024 - the merchant called again to cancel the account. Just like the first advocate, a closure form was sent for him to fill out and send it back to our cancellations team. Again, we didnt receive any closure form from the merchant.
On May 8, 2024 - the same scenario happened however this time the advocate made sure that the merchant sent the closure form to the correct email address. It turned out that the 1st and 2nd advocates sent the closure form to the email address on file which was misspelled. The merchant received the closure form then sent it back to our cancellations team. The account is closed as of May 13, 2024.
We attempted to call the merchant on May 13, 2024, at around 5 PM (EST) and he mentioned that the email address on file was incorrect. We advised a refund has been approved by the sales team for 2 months amounting to $231.13. He said that it was not his fault that the email address on file was incorrect and he is still requesting a full refund from May 2023 to April 2024.
Considering the opportunities of the Sales Agent in handling the request to expedite the terminal delivery and the 1st and 2nd advocates failed to validate the correct email address, we processed a refund from May 2023 to Feb 2024 amounting to $489.06. The total refund processed for this merchant was $231.13 + $489.06 = $702.36. Please note that we used the monthly statements to compute the refund.
Please consider this case as resolved.
Initial Complaint
Date:04/20/2024
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.
I closed the doors to my small business on 12/31/23 and discovered that I was still being charged merchant fees from EVO even though I hadn't processed any credit card transactions with them since 1/28/21. I had switched to another processor but didn't realize until I closed my business that EVO was still debiting my account each month. I originally signed a contract with *************** Systems who was bought out by EVO and now it's Global Payments, Inc. I called 2/2/24 and they refunded the fees for 2/1/24 in the amount of $344.33 but none of the other months. I've tried to resolve this directly with EVO multiple times as the initial contract I signed back in 2008 was for a 3-year term and doesn't contain any auto renewal language but they can't find record in their system that I cancelled. I've contacted our bank and they were able to refund three additional months but then stated they couldn't do anymore because of Regulation E section ****** and that I needed to go back and resolve with EVO which I did five more times on 2/28/24, 3/11/24, 3/29/24, 4/8/24 & 4/19/24. The remaining amount of the fees which total $4056.79 is what I'm requesting to be refunded. During the past three years (2021, 2022 & 2023) we didn't receive any statements, emails, phone calls, etc. regarding our merchant account or fees being charged. This type of business practice is unethical and they should not be allowed to continue to operate in that manner. Any help in reaching a settlement with them would be greatly appreciated. Thank you.Business Response
Date: 05/14/2024
Global Payments, Inc.
3550 Lenox Rd NE
*****************
Globalpay.com
Better Business Bureau Inc.
Case Number: 21601470
Consumer Name: *********************
Merchant ID number: **********Dear BBB Customer Relations Advocate,
In review of the BBB Complaint an open account was located. There are no notes indicating that the account was properly closed upon the last transaction. As stated in the complaint, the merchant switched processors, for this reason, the merchant would have been advised to send in a cancellation letter and would have been assessed the Early termination fee. If you have proof of closure please send it to ********************************** for review.
At this time, a courtesy credit for the last 30 days has been provided, however any other credits are declined at this time.
Best Regards,
EVO MerchantCustomer Answer
Date: 05/20/2024
Good Afternoon,
As stated in my original complaint the initial merchant agreement was signed back in January of 2008 and was for a three-year term and does not contain any auto renewal language (copy attached), therefore no early termination fee would have been applicable if the account would have been closed back in January of 2021 after the last credit card transaction was processed with EVO.
I understand that official notification should have been sent upon switching processors however EVO should have been required to send monthly statements with the fees and how they were calculated since there were no credit card transactions processed. I never received any type of communication from EVO. No statements, emails, letters or phone calls regarding my merchant account.
From February 2021 through February 2024 for a three-year period monthly fees were withdrawn from my bank account in various amounts from $60.28 to $344.33 totaling over $4K, the referenced courtesy credit for the February 2024 fee of $344.33 was refunded however I believe the consumer protection law would require 60 days so the January 2024 fee of $265.28 should have also been refunded at that time.
While I accept partial responsibility for not sending a written cancellation notice, EVO needs to take responsibility for not being transparent as they continued to withdraw the fees for a period of 3 years with no communication or detail of how they arrived at the monthly fees.
I initially requested $4056.79 to be refunded but would be willing to settle for a lessor amount to acknowledge my responsibility in this matter. I would agree to the fees charged from February 2021 to February 2022 totaling $1064.63 and would respectfully request a refund for the remaining years in the amount of $2992.16. Thank you.
Business Response
Date: 05/28/2024
Global Payments, Inc.
3550 Lenox Rd NE
*****************
Globalpay.com
Better Business Bureau Inc.
Case Number: 21601470
Consumer Name: *********************
Merchant ID number: ************Dear BBB Customer Relations Advocate,
In review of the BBB complaint, we empathize with you on the continuous billing with zero processing. The contract attachment provided does not contain the terms and conditions. Terms and conditions were sent via the statement message in both 2018 and 2021, statements were made electronically as of 2015.
In review of the billing 2021 you were charged $878.18, 2022 you were charged $1220.76 which in your complaint you stated you would accept those charges. 2024 we show the debit of $344.33 which has already been credited.
At this time, we will escalate 2023 in the amount of $2081.11 to Leadership for approval.
Best regards,
EVO Merchant ServicesCustomer Answer
Date: 06/03/2024
Good Afternoon,
Im willing to accept the proposed settlement amount of $2081.11. At this time I didnt accept or reject the response as they indicated it would be escalated to Leadership for approval. Once a decision is rendered then I can reply appropriately. Thank you.
Business Response
Date: 06/13/2024
Global Payments, Inc.
3550 Lenox Rd NE
*****************
Globalpay.com
Better Business Bureau Inc.
Case Number: 21601470
Consumer Name: *********************
Merchant ID number: ************Dear BBB Customer Relations Advocate,
We will be making contact with the merchant and confirmed billing and will be issuing credit.
Best regards,
EVO Merchant ServicesCustomer Answer
Date: 06/17/2024
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 for the timely processing of agreed upon credit amount of $2081.11.
EVO can reach me at my work at ************ or ************ between the hours of 7:30am & 5pm EST Monday through Friday. After hours at ************. Also via email at ************************Sincerely,
*********************Initial Complaint
Date:04/05/2024
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 was contracted with Global Payments, *** (prevously Cayan) through an online EMR system I used for my private counseling practice. I stopped using that EMR system in March of 2021, meaning that I was no longer utilizing Global Payments, Inc. for any services after that point. I noticed recently that Global Payments, Inc. has charged me a fee every single month from April 2021-present day ranging from $200-$600 per month. The total amount charged to me since I stopped using their services is $9056.01. I called today to cancel my account with them to stop receiving charges, and requested a refund for the full amount of $9056.01, as I did not authorize any of those charges, and never signed an agreement for those charges. I was told it was my responsibility to have canceled the account, which is something I see echoed in many of the complaints lodged against this company. I should never have been charged these fees to begin with. The agent told me that I could speak with their legal department, but as they did not have a phone number or email address they would need to give me a MAILING ADDRESS. I told them I would prefer to speak to a higher up to resolve the issue. He responded that all managers were in a meeting and would need to call me back. After reading the multiple complaints on BBB's website about the same issue, I have no confidence that my complaint will be resolved any other way. I demand a refund of the $9056.01 I have been charged fraudulently.Business Response
Date: 04/26/2024
Global Payments, Inc.
3550 Lenox Rd NE
*****************
Globalpay.com
Better Business Bureau Inc.
Case Number: 21535810
Consumer Name: *********************
Merchant ID number: ***************Dear BBB Customer Relations Advocate,
I was able to connect with ********************* to discuss the refund she is requesting and also go over her account. ********************* did stop using the service she signed up to use back in 3/21 however, she never contacted *****/Global Payments Integrated to cancel her service. =Per the terms and conditions she agreed to, she needed to notify us that she wished to close her account. Her account is now closed per her request and the billing has stopped. I did offer ****** a refund of $2,006.75 for the most recent 6 months of service. I let her know that per her T&C she has 3 months to dispute any charge. She declined and decided that she will review the documents we discussed on the call that I will email to her and then will either accept the refund or contact her legal counsel.
Global Payments ************************************ Manager
Customer Answer
Date: 04/28/2024
Complaint: 21535810
I am rejecting this response because: When Global Payments contacted me about a settlement, they stated that the charges I am disputing were part of the terms of our agreement. I stated that I don't remember signing any sort of agreement to be responsible for these charges, and requested a copy of my signed terms and conditions. I was told that my legal counsel would need to contact their legal department for a copy of my signed agreement, but that they could provide me a document that listed their general terms and conditions. This is ridiculous. As the owner and agent for my business, I am entitled to these documents and they should be made readily available, IF they exist. It seems to me like Global Payments is trying to keep from having to acknowledge that I never agreed to these charges in the first place. Not a good look.My demand remains the same-I am entitled to the full amount I initially requested, as I believe those charges were fraudulent.
Sincerely,
*********************Business Response
Date: 05/01/2024
Global Payments, Inc.
3550 Lenox Rd NE
*****************
Globalpay.com
Better Business Bureau Inc.
Case Number: 21535810
Consumer Name: *********************
Merchant ID number: ***************
Dear BBB Customer Relations Advocate,
********************** is not able to produce a copy of the complainant's merchant application at this time. Hard copies of older applications are stored in a third party's off-site storage facility and are extremely difficult to retrieve. Global Payments, unfortunately, does not have digital copies of these documents.What we do know is that we began processing card transactions for the complainant in February 2015 through March 2021, that we deposited funds into a bank account owned by the complainant, and that we debited that same account for our fees. We also were provided a 1099-K form for the complainant which means we have the correct EIN or SSN for the complainant's business. Given these facts, it is not reasonable to assert that Global Payments fraudulently manufactured a relationship with the complainant. The reasonable explanation is that the complainant provided us with all of this information.
Using the date when we first began processing transactions for the complainant, we know which version of our merchant terms in conditions were then in effect, and these are what we have shared with the complainant. If you do not want to accept the refund already offered of $2,006.75 please send us your attorney's information and we can have our legal department get in contact with them.
Global Payments ************************************ ManagerCustomer Answer
Date: 05/01/2024
Complaint: 21535810
I am rejecting this response because: the answer provided is not satisfactory and does not adequately address my original complaint.I have never disputed that the amounts I was charged by Global Payments, Inc. through March of 2021 were valid. I used this company to process credit card payments for my small business. However, once I stopped using this company for my credit card processing I should not have been charged anything. They were not processing credit cards for me, but continued to charge me exorbitant fees ranging in amount between about $300 and $600 a month for every month.
Global Payments, Inc. acknowledges that they are not able to provide any agreement signed by me allowing them to charge me these fees, yet they refuse to refund this money. Additionally, I obtained absolutely no value from whatever service they are insisting I was charged for. For these reasons, I assert that those charges are fraudulent and unethical.
Sincerely,
*********************Business Response
Date: 05/09/2024
Global Payments, Inc.
3550 Lenox Rd NE
*****************
Globalpay.com
Better Business Bureau Inc.
Case Number: 21535810
Consumer Name: *********************
Merchant ID number: ***************Dear BBB Customer Relations Advocate,
According to the terms and conditions that were agreed to upon opening your account, you must provide us notification if you wish to close your account. We have no record of receiving notice from you requesting your account closure prior to April 5, 2024. If you can provide us with a record indicating that you requested we close your account prior to April 5, 2024, we are happy to review. As we currently have no such documentation on file indicating that an account closure was previously requested, if you do not wish to accept the $2,006.75 courtesy refund that we are offering, please provide your attorney's information and we will have our legal team contact them for further discussion.
Global Payments ************************************ Manager
Customer Answer
Date: 05/12/2024
Complaint: 21535810
I am rejecting this response because: Your response is a deflection that does not address my previous response.I have already acknowledged that I did not realize I was continuously being charged by you until April 2024. When I realized I was being charged every month, I called to cancel the account to stop it.
You still will not provide any proof that I ever agreed to being charged for these monthly amounts in the first place. This is at best bad business practices. My initial contract should be readily available and you should be able to provide that for me, if it exists. I believe I never agreed to these charges, and I derived absolutely no benefit or service from them, so it is absolutely reasonable that I be refunded the full amount I have requested.
Sincerely,
*********************Initial Complaint
Date:04/04/2024
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.
Dates of transactions are on the attachment- Fraudulent account -Someone is using my information. Company has been withdrawing unauthorized payments from my bank account since June 2023 up until April 2024. Ive contacted there customer service department at *********** and there representatives are in the *********** and are not helpful at all. They referred me to ther legal department address **********************************Business Response
Date: 04/26/2024
Global Payments, Inc.
3550 Lenox Rd NE
*****************
Globalpay.com
Better Business Bureau Inc.
Case Number: 21530935
Consumer Name: *************************
Merchant ID number: ***************Dear BBB Customer Relations Advocate,
I was not able to reach ************************* via phone or email to explain the situation and discuss the refund, but we have closed the account in question to stop any further billing. We have been blocked from the bank account we were debiting, so we have issued a check refund to the address in this complaint made out to ************************* in the requested amount of $4,239.35. The check will be mailed out on May 6th to the address below.
5619 Maverick Bend Ln
***********************Global Payments ************************************ Manager
Initial Complaint
Date:04/01/2024
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.
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
Date: 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 $227.25 owed for March 2023 billing that was rejected from the merchant's bank account. We will review to waive debt owed with confirmation of BBB complaint #******** reported as closed and resolved.
Best Regards,
EVO Merchant ServicesInitial Complaint
Date:03/23/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I held 2 merchant accounts with tsys, one through merchant lynx and another through lighthouse payments, The one through lighthouse payments was terminated on 1/24/2023 and there is are unpaid settlements totaling 16,159$, the one through lynx was around 11/30/2022 and they debited 7,000$ from my business bank account as well as withheld my final settlement of i believe 4,000$, its been long past the 180 day hold period and ive yet to receive my funds back the mid's were *************** and ****************Business Response
Date: 04/17/2024
Global Payments, Inc.
3550 Lenox Rd NE
*****************
Globalpay.com
Better Business Bureau Inc.
Case Number: 21476323
Consumer Name: ****************
Merchant ID number: ****************
Dear BBB Customer Relations Advocate,This is in response to a complaint by ******************** alleging that Global Payments/**** had been holding funds from two accounts since November 2022. In speaking with Mr. ****** it was established that only the account listed above was a **** account and the other was through a different processor. The **** account was closed in January 2023 and **** held $14,123.18.
Upon review, it was established that the waiting period had elapsed and the criteria had been met to release the held funds. We reached out again to Mr. ***** and he agreed to have a check sent to him for the held funds
Initial Complaint
Date:03/15/2024
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 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
Date: 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
Date: 04/10/2024
Global Payments, Inc.
3550 ***********
*******, ** 30326
Globalpay.com
Better Business Bureau Inc.
Case Number: 21298391
Consumer Name: *****************************
Merchant ID number: ************/ 273710156616Dear 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
Date:03/13/2024
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.
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 wouldBusiness Response
Date: 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
Date:03/07/2024
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 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
Date: 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 *****************************
***************************************************************************************
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.