Complaints

This profile includes complaints for Payroc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Payroc

  7840 Graphic Dr Ste 200 Tinley Park, IL 60477-6283

  
• 

  PayRoc

  4455 Carver Woods Dr Ste 110 Blue Ash, OH 45242

  
• 

  Payroc

  1776 Peachtree Street NW, Suite 700S Atlanta, GA 30309

  
• 

  Payroc

  Murfreesboro, TN 37130

  
• 

  Payroc

  1350 E Touhy Ave # 210-W Des Plaines, IL 60018

  

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:10/10/2025

  Type:Billing Issues
  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 have requested to stop using their merchant services on multiple occasions within the last 3 months or so. I was always told that someone would call me back because the person I was speaking to could not close the account themselves. I never got a call back. This happened multiple times.I was told that that is the only way I could close our account. In the meantime, we are getting a deduction on our bank account of $ ***** for their "services" yet we have NOT used their services for about 9 months. Please help. We want to simply close the account and get our money back for the last 3 months that I have been trying to close the account.

  

  Business Response

  Date: 10/15/2025

  Thank you for bringing these issues to our attention and giving us the opportunity to investigate. We can confirm that your account has been successfully closed, and a refund of $69.60 has been issued.

  
  You can expect the refund to be processed and reflected in your account within 710 business days.

  
  We sincerely appreciate your patience and understanding throughout this process. Thank you for choosing to work with us, and we hope to have the opportunity to work with you again in the future.

  
  

  Customer Answer

  Date: 10/15/2025

   
  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:10/09/2025

  Type:Billing Issues
  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 are owed over $200,000 in collected credit card payments and Payroc has been non-responsive for a week now. We are a small business. THIS IS SO UNPROFESSIONAL THEY REFUSE TO EVEN HAVE A PHONE CALL. We don't know what else to do because those fees are OURS and they are refusing to release them.

• Initial Complaint

  Date:09/19/2025

  Type:Product Issues
  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 company Contacted me on 9/19/25 after **************************************************************************************************************************** that within 2 weeks they will cancel my credit card machine that I own out right unless I purchase a new credit processing machine them. I've have reached out to them multiple time regarding large amount of funds they've unlawfully charged my account without my knowledge and that wasn't to be charged and withdrawn from my account but, they've yet to refund the large sums threatening to turn off my machine without a decent amount of time for my business to find another processor all because they won't provide the funds owed and because i WON'T PURCHASE A NEW MACHINE THAT THEY'RE WANTING TO SELL FOR BETTER INCOME. If this is to take place, I will be filing a legal suit with all documentation showing they were to refund the large amounts owed and not providing proper notice.

  

  Business Response

  Date: 09/24/2025

  Thank you for your feedback. The equipment currently in use has been designated as End of Life by the manufacturer, meaning it will no longer be able to process transactions after October 1, 2025. Our team has been actively working with you to explore replacement options, but a resolution had not been reached until recently. Im have received notice that new equipment has been shipped to you, ensuring uninterrupted payment processing beyond the October 1 deadline. Should you need any assistance with setting up that equipment, please do not hesitate to contact our support teams.

  We appreciate your cooperation and continued partnership with Payroc.

  
  

  Customer Answer

  Date: 09/25/2025

   
  Complaint: 23907442
  
  I am partially rejecting this response because:

  I have yet to receive any form of contact from the merchant service supplier regarding this matter.

  There has not been any form of resolution besides I want to sell you a new machine with little to no warning after I received the first phone call noted on the complaint.

  However, I did receive a unannounced a *** package delivery 2 days ago, 9/23/2025, noting it was from the merchant supplier.

  I was unaware what it could've been.

  I opened the package which had a generic type merchant terminal in the package without any form of why it was being sent.

  I immediately called the merchant supplier on 9/23/2025, to be informed the this company is "gifting" me the new terminal free of charge.

  I had questions regarding this which are still unanswered.

  Is the new terminal a gift free of charge?

  Is this a terminal that has a lease that must be returned at some point without any additional fee's?

  If there isn't any charge for the terminal that was sent, is there going to be a monthly fee on my account to use this terminal?

  I'm not receiving any of these answers and would appreciate this to be communicated.

  I would like to continue doing business with this company as it's been about 10 years but, this was a horrible way to treat a client.

  The contract I have that strictly states there are no fee's for pci fee and that they handle it, I'm being charged. This matter has been communicated to them multiple times and confirmed to be returned to my account, has yet to be refunded.

  I did request our *** to contact me direct even suggesting that the *** come to my place of business without an appointment anytime prior to 10-01-2025, to go over everything but, I have yet to hear from anyone again.

  I would appreciate a document for my records showing there is no charge for the "gifted" terminal and that there will not be any additional fee's added to my monthly or yearly bill to have and use this terminal.

  This will be the deciding and correcting the overcharges that clearly differ from my binding contract to what's actually being charged monthly.

  I would prefer handling this professional and civil so that I do not have to file a legal civil suit.

  I hope we can come to an agreement and at least meet half way.

  Thank you!

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

  

  Business Response

  Date: 09/26/2025

  Thank you for sharing your concerns and for your continued partnership with Payroc. We truly value your business and appreciate the opportunity to address your feedback.

  Our team reached out multiple times via phone and email regarding your End-of-Life terminal to help avoid any disruption in your transaction processing. We apologize if these communications caused any confusion or did not meet your expectations.
  
  To support your business, we proactively sent a replacement terminal at no cost. Please note:
  -No leasing fees are associated with this terminal.
  -No monthly fees will be added to your account.
  -Your previous lease expired on April 24, 2019, and no lease charges have been billed since.
  

  This message serves as formal confirmation that there will be no charges now or in the future related to the replacement terminal. Your standard monthly processing fees remain unchanged.
  
  PCI compliance is required for secure card processing. Our records show your compliance expired on December 1, 2023, resulting in non-compliance fees. You successfully re-established compliance on September 19, 2025.
  As a goodwill gesture,**** issued a one-time refund of $224.85 (three months of non-compliance fees), which will be applied to your account. While were unable to offer additional credits or equipment, we believe the combination of the terminal value and refunded fees represents a fair resolution.

  Thank you again for your partnership and for allowing us to address your concerns. If you have any further questions, were here to help.

  Customer Answer

  Date: 09/29/2025

   
  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. I will contact the company direct on my end to attempt settling the additional amounts owed that have yet to be refunded.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:08/18/2025

  Type:Service or Repair Issues
  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 purchased 2 terminals on 07/22/2025.I later found out that they were not compatible with my software. I was able to speak with a customer service *** and was instructed to ship the terminals to their *******, ** location. After a couple weeks of no response, I called their *******, ** site and confirmed receipt of the terminals. After being transferred multiple times, I was finally instructed to get in contact with the *** who sold me the terminals. However, the *** is referring me back to whomever I spoke to in regards to the refund.

  

  Business Response

  Date: 08/20/2025

  Thank you for taking the time to share your feedback about your recent experience with our support team. We have looked into your case and are happy to confirm that your equipment has been successfully returned, and your refund is already on its way to you.
  
  You should see the funds reflected in your account within 35 business days.
  
  We appreciate your patience and understanding throughout this process.If theres anything else we can do to support you, please dont hesitate to reach out - were always here to help.

  Customer Answer

  Date: 08/22/2025

   
  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:07/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I entered into a cc processing lease about a year ago. *** ***** was my ***. ** signed a contract to deposit the lease fees via direct deposit. ** never followed through. Every time i tried to remedy the situation he told me not to contact the company. ** would give me a cc to run each month to band-aid the fact of the account was not set up yet. Time after time I would have issues with his card and the machines not working. After a year I had enough! I ran his card and once again it was declined! I reached out to him and he told me he had better things to do than take care of my issue. Then he blocked me and said I was annoying. I have reached out to management and sent in copies of the contract and they have said time after time they would escalate the dispute to highest of management to bo avail! I have called nearly a dozen times and get the same answer. We will escalate the problem to upper management! Nothing happens. It's been two months now with no resolve. I am asking for the company to buy out the contact as they are the ones that sent that *** to me. They should be responsible for who they hire. I had been with the previous company for 14 years. I never had a problem until they had this agent *** ***** enter. The contract was for him to cover the leasing for 48 months or buy out the contract if I was not happy. I AM NOT HAPPY! It has been a real nightmare and the leasing company is behind me 100 percent.

  

  Business Response

  Date: 07/30/2025

  Thank you for sharing your recent experience with our Sales and Support teams. We appreciate your feedback and the opportunity to review the matter further.
  
  After a detailed review of your account, it appears that certain steps taken during the onboarding process for your equipment lease did not fully align with standard procedures. While this situation appears to have stemmed from a unique set of circumstances, we have worked with the relevant parties, including the lease provider and your sales representative to reach a resolution.
  
  This review has now concluded, and we are working internally to take corrective action. You may continue using the equipment without interruption, and Payroc will ensure that the lease agreement is managed appropriately on our end. You will continue to receive monthly statements for your regular processing and service fees, but no equipment-related charges will be applied due to this circumstance.
  
  We understand that this situation may have caused frustration, particularly given your efforts to seek clarification. We apologize for any inconvenience and appreciate your patience as we worked to gain a full understanding situation and liaise with the appropriate parties.
  
  Thank you again for bringing this to our attention. If you have any further questions or concerns, please dont hesitate to reach out.

  Customer Answer

  Date: 08/05/2025

   
  Complaint: 23656297
  
  I am rejecting this response because:
  I have not received confirmation on all parties. I do have the emails to resolve the issue but have not received shipping label or reimbursements as of yet. They are still working on trying to resove the issues.
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 08/08/2025

  Payroc has completed all necessary steps to initiate the reimbursement process through your leasing company. We have escalated the matter internally with the lease provider to ensure timely resolution. Please note that the reimbursement timeline is governed by the leasing company, and as such, Payroc is unable to expedite the process further. We have confirmed with the lease provider that the refund has been processed, and should be with you in 7-10 days. Should any issues arise during this period, we will promptly notify you. Thank you for your patience and understanding.

• Initial Complaint

  Date:06/30/2025

  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.

  I signed up with Payroc thru a local ************* I don't even know his last name). After signing up ****** never contacted me again. About a month later, I started noticing some charges from Payroc even though I had not been using them as a CC processor. I called my *** to ask some basic questions (what were my charges and fees based on?) He literally could tell me nothing. He told me he'd follow up with Payroc and get back with me. Instead all he did was send me a text with payroc's customer service number. I waited a few days and asked ****** if he'd heard anything. He did not respond. I called the customer service number. The informed me that I had a monthly fee and that I was charged $30/month if I didn't process any transactions. I told them that my *** was not responding to me. They asked if I even had my equipment set up. I did not because my *** had not helped me do that. They said they'd skip the *** and have someone reach out to me within a few days. I waiting. No one reached out. I gave up and called back to cancel. I am requesting a refund of all charges to me ($149.24). If between a local *** and a customer service line, you can even get me set up with initial equipment, you should not be charging me anything. The irony is I need a CC processor and would be happy to use a good one. I just can't get you to respond to me in any way whatsoever.

  

  Business Response

  Date: 07/01/2025

  Your case # 02812140: You have a New Message from BBB Serving ******* and Northern Illinois Complaint #******** has been made active and a support *** will be in touch with you shortly.
  
  Thank you,
  
  Merchant Advocacy

• Initial Complaint

  Date:06/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To whom it may concern, according to our conversation with ***** **** in sales of Payroc. This was a cancel anytime - non contract. You *** me $464 for last year's sale that the customer herself committed fraud. The customers card was inserted and she inputs her pin physically in person. Plus we have all our customers sign a terms and conditions. In which states no refunds on refurbished parts and labor. We did call the police and reported that she is the one committed fraud. Your company failed to follow-up on the case after we submitted our proof that the card was inserted physically and she put in her pin. ******************** company lacks in what it is needed for a small business like ours. Payroc is good for collecting money only. No concern for the small businesses reputation or success. Ready to force me to pay for early termination of $575 when in fact ***** **** said "no contract" you may cancel anytime as long as you return the used clover device. The device was returned. **************** only takes notes of my issues but does not follow through. The sales representative never calls back. *************** MID. Payroc lied to me.

  

  Business Response

  Date: 06/26/2025

  Thank you for taking the time to share your feedback regarding your recent interactions with our Sales and Support teams. We have carefully reviewed your account and would like to provide you with an update on our findings.

  
  You mentioned that your account was set up as a "cancel anytime" agreement. However, please note that Payroc accounts are subject to a 48-month contractual term. Upon reviewing the original agreement associated with your account, we confirmed that the Early Termination Fee (ETF)is clearly outlined in the contract. For your reference, a copy of the application is attached for your reference.

  
  If you have a separate written agreement with your sales representative that specifies different terms, we kindly ask that you share a copy with us so we may conduct an internal review. Alternatively, if such an agreement exists, you may wish to contact your sales representative directly to discuss the matter further.

  
  Regarding the chargeback from September 2024 in the amount of $400, we acknowledge that you submitted a receipt to our Chargeback Team.However, please be advised that chargeback decisions are made by the card network and in this case, ***** based on the cardholders statement. As such,Payroc is not authorized to override these decisions or issue credits for chargebacks that have been ruled in the cardholders favor. Please see the attached documentation for further details.

  
  We apologize for any confusion or inconvenience this may have caused and hope this explanation provides clarity. We value your business and hope to have the opportunity to work with you again in the future.

  
  

  Customer Answer

  Date: 06/30/2025

   
  Complaint: 23510652
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:05/01/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  $375 CANCELLATION FEE FOR A TWO YEAR CONTRACT Spoke with **** on numerous occasions and discussed in depth and at length the fees associated with our credit card machine account PRIOR to an automatic (unauthorized) renewal of our contract for an additional 2 years. I spoke with a *** after the unauthorized renewal and at no time did they tell me it would be or was coming up for a renewal when I discussed cancelling the service and turning in the machine immediately

  

  Business Response

  Date: 05/05/2025

  Thank you for providing your feedback regarding the cancellation process of your account. We have thoroughly reviewed the account and would like to address the points you raised.

  Contract Terms: As stated on page 3/5 of the Merchant Agreement: "The initial term of the Merchant Agreement is 3 years and automatically renews for additional 2-year periods. If this Agreement is terminated prior to the expiration of the initial term or any renewal term, you will be subject to an Early Deconversion Fee ("***") in accordance with the terms of Section 7.B of the Terms and Conditions." The *** is detailed in Section 8.
  

  Timeline of Support Calls:
  2/18/2025: A non-account ****** called for PCI assistance and was transferred to the appropriate provider.
  4/7/2025: We received a rate review request from ********. Our support team contacted the business to discuss fees, but verification from the account holder was required. After the conversation, the business indicated they would switch to Square.
  4/29/2025: A non-account ****** requested account closure due to rates and fees. Verification was completed with the account ******, and the cancellation process, including the termination fee, was explained. The caller decided to call back later.
  4/29/2025: Another call from the non-account ****** was received, but verification from the account ****** was not completed. The caller requested to speak with a manager regarding the termination fee.
  4/29/2025: A manager contacted the business to discuss further. We were informed that the business owner was retiring and no longer accepting credit cards. The caller questioned why they were not informed of the contract terms, but no cancellation request was received until 4/29/2025.

  We have contacted the sales representative on the account on behalf of the merchant, who agreed to waive the termination fee as a gesture of goodwill. The account is now pending termination. Please let us know if you require any further information from Payroc at this time and we hope to work with you again in future for any processing needs.

• Initial Complaint

  Date:03/10/2025

  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.

  02/28/2025 amount $1412.02 03/01/2025 amount $1670.90 03/02/2025 amount $701.24 03/03/2025 amount $14.41 these are credit card processes that PayRoc owes my business. the money should in my account on 03/03/2025. I have been calling for more then a week and i cant get my money or an answer about why they are holding the money the owe me. Please try to solve this for *********** name Phoenix liquor my merchant id # ***************

  

  Business Response

  Date: 03/12/2025

  Thank you for letting us know about the issues you have been facing, we have reviewed your account and have found the following details.
  
  The account was approved in March 2022 on to our Consumer Choice cash discount program and it recently received a notification of violation from ***** due to charging above the 3% amount (3.50%) which is against the new **** rules and regulations.
  
  Apon reviewing our records, your sales representative tried contacting you multiple times to have this issue resolved but those notes show that you were unavailable to complete the changes required to prevent this from reoccurring.After no action was taken after these contact attempts, the account was placed into full suspense meaning that all funding was held till the updates could be completed.
  
  As of 3/11/2025, the total funds on hold are in the amount of $3931.42.
  
  I show that you have been working with our Merchant Support manager and do not wish to proceed with the updates required to become compliant, and have requested to terminate your account with us. As a gesture of goodwill, we have waived the Early Termination Fee (ETF).
  
  Regarding the funds held in your account, our risk management team has released a partial amount of $2603.32. The remaining balance of $1328.10 is being retained to cover the February 2025 monthly fees and the $1000 fine imposed by ****.
  
  We appreciate your understanding in this matter. If you have any further questions, please do not hesitate to contact us. We hope to work with you again in the future.

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 23044719
  
  I am rejecting this response because:

  What Payroc says is not true. I was never notified by **** or any other credit card company that I was in violation of anything at all, they would send me a letter in mail if I was. My salesman ***** ****** tried to rush me to change the program he put on on March 2022 that charged the customers 3.5% on all debit and credit card transactions.The company programmed the terminal to charge 3.5% , taking the fee from my customers for 3 years now and now I was not compliant???  He told me ONLY Payroc has the surcharge program and I need to hurry and change. I know that all merchant processing companies offer the dual pricing program or surcharge program to any merchant who chooses to do it. I have all the text messages from him if you would like to see since this issue happened. The lies are piling up. I called several times to see why my funds are being held, $3798.57 and no one knows..they say I have to speak to a supervisor..I leave messages and no one replies. I put in a complaint to The BBB and the suddenly ****** ******** from Payroc send me an email saying she will look into it. They release $2550.93 to me but still hold on to $12 ***** with no reason or explanation. I want my money please. I did not do anything illegal or break any rules.This company is and the salesman are dishonest and feel sorry for any other customer that did this too.
  
  Sincerely,
  
  Basel ********

  

  Business Response

  Date: 03/21/2025

  We appreciate you bringing this issue to our attention and understand the frustration it may have caused. We're grateful for your patience while our Merchant Support Manager diligently worked to resolve the matter directly with you. We're pleased to confirm that a resolution has been reached directly and Payroc considers this complaint resolved. We value your business and are committed to providing excellent service. Please do not hesitate to contact us directly should you have any further questions.

  Customer Answer

  Date: 03/30/2025

   
  Complaint: 23044719
  
  I am rejecting this response because: PayRoc released most of the money which is ($3529.39) they are still holding ($269.18) for 180 days.

  they are claiming that is in case there is a customer charge backs.I don't know if this is legal or they are stalling but if it is legal i will just wait other wise i will really
  

  appreciate if BBB resolved this issue for me.

  P.S thank you for all the help.
  
  Sincerely,
  
  Basel ********

• Initial Complaint

  Date:05/30/2024

  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.

  Payroc is an untrustworthy company. I strongly advise against engaging in any business dealings with them. Their customer service is abysmal. I was instructed to close my account in order to process a refund, only to be transferred between multiple departments, ultimately ending up back where I started. To my disbelief, I was then informed that the refund could only be processed if the account remained open. This contradictory information is unacceptable. Despite being misled, I am now left with a closed account and no resolution. Email me with questions- *************************** It's worth noting that they record their calls, yet they can't even provide effective assistance.

  

  Business Response

  Date: 06/03/2024

  Thank you for providing us with a breakdown on the issues you have faced. We look into these issues in depth and we wanted to share our findings.

  It came to our attention that you reached out to our support team on May 30th, 2024, to initiate the cancellation of your account. During this interaction, you explained that the services had been discontinued in November 2023 following the closure of your business. Our support team noted that despite your request, there was activity on the account in February 2024, where a single transaction occurred on 2/7/2024 for the amount of $2271.50. Furthermore, there were no previous instances of cancellation requests associated with the account, leading to its continued operation.

  During the call on 5/30/2024, our team informed you of the fees attached to the account, which included a monthly fee and a PCI Non-Compliance fee. It was clarified that the compliance responsibility rested with the account ******, and the last compliance verification took place in September 2022, prompting the imposition of the non-compliance fee.

  Subsequently, a closure letter and Docusign form were emailed to facilitate the termination process, which you acknowledged receipt during the call. Consequently, the account was successfully closed on the same day. Upon contacting our PCI team, it was confirmed that the closure process had been finalized, thereby impeding the compliance procedure from being carried out.

  We deeply regret any confusion that *** have arisen during these interactions. As a goodwill gesture, we are issuing you a refund totaling $199.90 for the fees incurred in March and April 2024 will be issued to you via ACH in 7-10 business days.

  Should you require any further assistance or clarification, please do not hesitate to reach out to us. We value your feedback and are committed to ensuring your satisfaction with our services.