Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are a retail business that uses Patel Processing for out credit card processor. In late February 2025, a customer asked us why her refund was not processed. We found the receipt and that night's report and and it was indeed processed. Looking further into it, I discovered that NONE of the transactions that we processed on 2/20/25 and 2/21/2025 were deposited into our account. We processed transactions with the customer present in our store, everything went through fine, and the receipts were signed by the customer. Business as usual. But for whatever reason, we were not given the money for those two days. To make a long story short, I have been trying for 3 months to get an explanation for what happened, an answer as to what is being done to ensure this won't happen again, and most importantly, getting these transactions reprocessed and paid to us. I have been ignored and lied to when asking for this to be resolved. After many phone calls, on 3/5/25 Patel Processing asked me to send them the printout from those days(shouldn't they have this info?) and told me on 3/10/25 that they needed to reprocess them and it would take a few days. No idea why reprocessing roughly 70 transactions would take a few days. After unanswered phone calls and emails every few days, they alerted me on 3/31/25 that they deposited the reprocessed transactions on 3/13/25. There was extra money deposited in my account that day, but well short of the money I was owed. Nor is there a way to see which of the transactions were reprocessed, or when they were reprocessed. Since alerting them of that, another month and a half of unanswered calls and emails has occurred. After threatening them with contacting you and other organizations, they responded by telling me they depostied the rest of my money on 5/1/25. Again, not the correct amount (still short) and no way to see what tranactions were reprocessed or when. Meanwhile we have customers complaining...no more characters

  

  Business Response

  Date: 07/09/2025

  Firstly,
  
  We are deeply apologetic to the customer for this issue arising.We understand how difficult and frustrating it can be from the consumers point of view. The merchant is correct; this issue occurs where they did not receive the batches for a couple of days.
  The terminal that the merchant was given due to a technical issue with the terminal. Their batches were stuck for February 20th and 21st. The merchant did not receive any money for these two days due to this issue. After our support was notified, we investigated this issue and promptly notified our back-end processor and tried to start to try to resolve the issue. With communication from the back-end team and processor this is a time-consuming process, which we understand is not ideal for the customer,but there is nothing we could do on our end to speed the process up because this issue was being resolved by the tech team on our back-end processor.
  Those transactions were re-run, and the merchant received the credit back in several batches due to how the transactions are processed and settled. The merchant received batch settlement back on March 12th,2025, for $1,971.52 and April 4th, 2025, for $1,421.60.
  Even after receiving the batches, the merchant claimed this was still not the entire amount. Our team went back and double checked where the missing amount was and why it was not received. Upon checking, the team gathered that the missing amount was from the transactions that were declined from the customers end. So,that was truly disappointing because we have no information to contact those customers and no way we can re-run those transactions since they were declined simultaneously.
  The merchant would end up losing this money and we greatly understand this cannot be not the ideal in this sort of situation. Due to the conflicts and troubles the customer faced with this issue, we have decided to re-compensate the customer for their troubles and have issued the credit back for the declined amount of $293.78.
  We have constantly been in touch with the merchant via e-mail and support calls. We assured them this will be resolved on our behalf, but there is no way we could have speed up the process since there are protocols to follow from our back-end processor and our hands were tied until they clear everything on their end.
  We cannot guarantee that this issue does not occur in the future because this issue was not from our end or the processing end, it was a technical issue from the credit card terminal Pax manufacturers end which we cannot do anything about. We have notified the manufacturer of this issue, so our merchants do not run into such problems again.
  We strive to provide the best customer service possible to our customers and we understand the frustrations they may face such as such issues,but we are always in touch with them and try our best to resolve any issues in the best way possible. We had the entire team working on this issue and constantly trying to speed up the process from the back end to the best of our ability.  We are greatly apologetic and empathetic to this merchant for their trouble and ensure that in the future we will try harder and better to make sure they are not faced with any issues as such.
  
  I have provided and list of transactions as well as any information needed for this issue. Once again, our customer service is available 24/7 and 365 days a week in multiple languages for the one and only reason which is making sure our customers receive the best support they possibly can.
  
  If any questions arise from the merchants end, please contact me directly at ************ or e-mail me at ********************************************************
  
  Sincerely,
  
  Roxy Patel,
  Director of Operations