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

  100 Foxborough Blvd Ste 210 Foxboro, MA 02035

  
• 

  Payroc

  9404 Margo Ln Munster, IN 46321

  
• 

  Payroc

  7940 Arjons Dr San Diego, CA 92126

  
• 

  PayRoc

  4455 Carver Woods Dr Ste 110 Blue Ash, OH 45242

  

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: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.

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

  
  

• 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.

   
  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: 03/12/2025

  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.

  

  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.

• Initial Complaint

  Date:05/07/2024

  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.

   
  Complaint: 21678385
  
  I am rejecting this response because we never received any initial emails regarding PCI compliance (or else we would have completed it). We also never received any monthly emails either. We check our emails several times a day. 
  
  Sincerely,
  
  *****************************y purchased the card terminal? Why wasnt I made aware of this in the beginning? As a business owner, I would not intentionally accumulate unnecessary fees. I am requesting a refund for every transaction debited from my business account since August 2022 due to the fact that I was unaware of being complaint.

  

  Business Response

  Date: 05/09/2024

  Thank you for your response and allowing us the opportunity to further investigate this matter for you.

  
  Your account was established with us on 8/5/2022. At that time, emails would have been sent regarding the setup of your online portal account, ******************** Insights. Additionally, a notification from our *** provider, Securetrust, would have been sent to you containing details about the *** scan and questionnaire.

  
  On 8/16/2022, you contacted our training and implementation team regarding the setup of your P3 terminal. During this conversation, the team member inquired about your receipt of the portal invite. It was confirmed that you had received it but had not yet initiated the setup process. You were advised to reach out to our merchant support team in case of any difficulties.

  
  I have enclosed a copy of the application agreement utilized during the setup of your account. Page 4 notates the non-compliance fee, which subsequently increased to its current rate. Attached are the statements from Feb 2023 and November 2023, notifying you of the *** non-compliance and the fee increase at least 30 days prior to implementation.

  
  The Securetrust system routinely notifies you of non-compliance each month via email. Enclosed are the records for the last 12 months, along with an example template that would have been sent to you, customized with your account details.

  
  Upon reviewing our Securetrust *** portal, it appears that the email address requested a password reset on 4/18/2024 subsequent to contact with our merchant support team. We sent to you, via email, a guide on completing the *** module to facilitate your compliance. A call was then placed with our Training and Implementation team to provide assistance with the *** process. Although you had completed a majority of the questions, the notes indicated that you had linked this to a website account instead of the terminal for which this account is utilized. The team rectified this setting on the questionnaire you had started, enabling you to finalize and submit the scan, which was successfully completed as of 5/8/2024.

  
  As discussed during the previous conversations, we are able to offer a goodwill refund equivalent to 2 months of non-compliance, now that compliance has been achieved. This refund has been processed and should reach you within 7-10 business days.

  

  Business Response

  Date: 05/14/2024

  Thank you for your response. As indicated in the previous correspondence, notifications were indeed dispatched to the email address ********************.
  
  Attached is a document illustrating the timeline of these monthly emails. This document contains copies of the emails sent to you, along with their respective subjects. The initial communication sent to you was the welcome email and password setup message on 7th August 2022. Subsequently, 20 additional reminders were sent, one per month, to alert you of your non-compliance. On 18th April 2024, a request for a password and email change was made, resulting in the email address being updated to ********************************** *** questionnaire was successfully completed on May 7th 2024, followed by the scan completion on May 8th 2024 after the call with our training/install team.
  
  While we understand this may not be the desired outcome,regrettably, we are unable to offer an additional refund which is now already processed, for the *** Non-Compliance fee due to the email notifications that were dispatched. Please do not hesitate to reach out if there are any other ways in which we can be of assistance.

  Customer Answer

  Date: 05/14/2024

   
  Complaint: 21678385
  
  I am rejecting this response because I would like a copy of every email sent to me (please re-forward what was already sent, not the document you sent). I check all my emails religiously (even spam), and I can assure you, I have not received any non compliance emails. 
  

  I am still requesting a full refund due to me not knowing about a PCI compliance requirement. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:04/15/2024

  Type:Order 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.

   
  Complaint: 21580062
  
  I am rejecting this response because:I was never told there would be a $595 fee for cancelation let alone a 48 month contract. Its unethical business practice for a third party company to 1. not tell its customer about the terms of the contracts and 2. Have a contract that is longer than the original vendor. I fulfilled my contract with ******. It's not that I don't want to use clover/ Payroc. I can not use it as I don't have the original vendor to process the payments. 
  
  Sincerely,
  
  *****************************ipment at the beginning. The nice representative over the phone spoke with the sale rep and the rep said he would not give me a refund. He would only give me a refund if I was to become a client again. I can not become a client again as I don't have the original vendor. This has been a huge inconvenience for me and my business. I had not had any issues with clover until I realized I was being charge for services I was not using and I was charged a early termination fee. I do not and will not recommend Clover/payroc

  

  Business Response

  Date: 04/17/2024

  Thank you for bringing your recent experience with our company to our attention.
  
  Upon thorough investigation, I have carefully examined the details of your complaint and would like to provide you with a comprehensive breakdown of the events.
  
  The MID in question (***************), was approved on 6/16/2021 and subsequently closed on 3/13/2024. The account ceased processing on 7/8/2023 and upon reviewing the case history, there were no prior communications with our support team regarding the termination before the processing halt. The last interaction recorded was on 2/17/2022 under case #********, addressing batch reconciliation.
  
  Your call to our support team on 3/13/2024 facilitated the account's termination on the same day. According to the terms of our contracts at Payroc, which span 4 years, an Early Termination Fee is applicable due to the account closure within this period. The contractual term of 48 months is stated on Page 18, Section 16.A of your terms and conditions which I have attached.
  
  Given that the Clover equipment was a purchase made by you, there is no requirement for its return, and no fee will be imposed for retaining the device.
  
  As a gesture of goodwill, we are going to issue a refund equivalent to 2 months' worth of service fees for your January and February 2024 statements, totalling $250.20. This refund will be processed and reflected in your account within 7-10 business days.
  
  We sincerely apologize for any oversight in communication that *** have led to a misunderstanding of our Terms and Conditions.
  
  Thank you for your understanding, and we appreciate the opportunity to address your concerns so that feedback can be implemented to future interactions and processes within Payroc.

  

  Business Response

  Date: 04/24/2024

  I appreciate your follow-up response. I had previously contacted the sales office that facilitated the establishment of your account.Regrettably, there appears to be no correspondence with you or ******, regarding the possibility of adjusting the term to align with Payrocs terms and conditions.
  
  Given that Payroc operates as a distinct entity, the terms and conditions were provided to you along with the application necessary for the approval of your Payroc processing account. Your application indicates that you acknowledged and accepted these terms on the final signature page.
  
  It is important to note that our system does not necessitate the use of third-party software, as we seamlessly integrate with the Clover POS system. Regrettably, we are unable to waive the early termination fee for this account as both companies maintain separate terms and conditions.

• Initial Complaint

  Date:03/07/2024

  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.

  Payroc took out $595 of my account on Feb *********. They took the money out of my account without ever setting up their payment processor. Their salesman ********************* came by the shop around February 3rd of last year to sell me with his payment processor to get lower CC rates. I told him that I wasnt available sometimes at the shop because I also do mobile work. We verbally agreed that the following Tuesday that his worker would come out and install the software/Hardware. Worker never showed up to install the software. Never even called me to set up another date. But come to find out that theyre still charging even though I cant use their system because they never set it up. Then I go through their customer service to see if I could get this cleared up and they say that the salesman has to refund the money that they cant do anything. So after about a week of not hearing anything back at all, Im just assuming its a lost cause. This company doesnt care about their customers and is only in it for the money. I recommend you never do business with these people.

  

  Business Response

  Date: 03/08/2024

  Thank you for bringing the recent issues you encountered with our services to our attention. I appreciate the opportunity to address your concerns and provide clarification. After thoroughly reviewing your account, here is the information I have gathered:
  
  1. A signed application was created on 2/20/2023, indicating your intent to utilize our service (see attached).
  2. On 2/22/2023, a $1 test transaction was processed by yourself during a training install with our sales representative. This was done to ensure that your account was properly set up and ready for processing.
  3.Following the test transaction, no further transactions were recorded on your account.
  
  On 2/8/2024, your account entered full suspense due to multiple ACH rejects caused by insufficient funds. As a result, the account was subsequently terminated due to these rejected/uncollected fees. An ETF was applied to the account at this time.
  
  The payment has since cleared, and I have taken the initiative to expedite the refund process. Typically, this process takes 7-10 business days. However, I have reached out to our settlement director, who has processed your refund as a rush request. As a result, you can expect to see the deposit back in your bank account within 1-2 business days. This refund of $595 is in addition to my approval to waive overdue fees of $114.20.
  
  I sincerely apologize for the negative experience you have had with our services. It is our utmost priority to ensure a seamless and satisfactory experience for all our customers. We value your feedback and will take the necessary steps to prevent such issues from occurring in the future.
  
  Once again,I appreciate your patience and understanding throughout this process. Should you require any further assistance or have additional questions, please do not hesitate to reach out to our customer service team. We are here to help. We look forward to hopefully servicing your business again in the future.
  
  

• Initial Complaint

  Date:01/05/2024

  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.

  I USED THIS COMPANY TO PROCESS MY CREDIT CARDS OR MY COMPANY AND AFTER THEY DIDNT HELP WITH A ISSUE THEY CALLED AND A LADY NAMED ***** MADE THREATS TO ME AND MY STAFF AFTER SGE DIDNT FOLLOW THE *** IN THIS STATE AND WANTS ME TO PAY THEM WHEN THEY BROKE THE *** AND I HAVE FILED A POLICE REPORT AND THEY STILL CALL

  

  Business Response

  Date: 01/09/2024

  We have thoroughly investigated the complaint regarding the chargeback on account number *************** and would like to address your concerns in detail.

  You received a chargeback in the amount of $1500.75 for **** card ending ****. The customer disputed the transaction due to issues with the vehicle repair, alleging that the work performed was inadequate and not as agreed upon. Additionally, the customer expressed dissatisfaction with the response received from the merchant. Below is a summary provided by the cardholders dispute description:

  
  I had my vehicle sent to kind of crazy customers when I had my vehicle sent they did not fix it properly. I was told that the spark plugs coil packs and air filters and other things were going to be fixed when I got the car back I drove it and it started to get check engine lights on and it just wasnt driving as I was told it would, so I asked ***** the mechanic if he would fix it he told me no that he would not because he is not liable to do it and he basically told me to s**** off. his other mechanic told me that they basically only fixed one coil pack when youre supposed to change all eight and he never discloses that with me days after the payment, and was told by mechanic that he likes to save money which why would you do that to somebody thats somebody elses decision like my decision they never disclose any of that with me so now my vehicle is barely not working wont start hardly and I just dont know what do from here.

  
  A member of our *************** team contacted the business and was advised that the merchant would be filling legal action against Payroc.Our legal teams are aware of this and have not been informed of any legal servings on the business. You then submitted documentation to our risk team after they had contacted you, which was forwarded to **** for review.Regrettably, the chargeback was ruled in favor of the cardholder due to the following reason:
  

  "In evidence merchant didnt provide payment details of disputed amount of $1500.75. Merchant didnt provide proper PII details(Card no.)"
  

  Consequently, the attempted debit from your bank account resulted in a R01 ACH reject for insufficient funds. Our collections team attempted to contact you regarding repayment of the rejected chargeback and month-end fees. We understand your frustration with the situation. However, as per the terms and conditions outlined in your agreement (see attached, page 7, section c), the merchant is liable for all chargebacks. Furthermore, the chargeback process is in accordance with **** regulations, and deductions are made at the time of the chargeback until the dispute period has been completed then credit back to the merchant or cardholder depending on the outcome. Our collections team was unsuccessful in collecting an outstanding balance after multiple attempts, in the amount of $1,563.75 which has now been passed to our external collections agency.

  
  We acknowledge the closure of your account on 11/7/2023,following your submission of a closure letter on 11/1/2023.

  
  We sincerely apologize for the experience you have encountered throughout this process. Please be assured that we adhere to the processes and regulations enforced by the card brands, including **** in this situation. We understand your dissatisfaction and would like to reiterate our commitment to addressing your concerns.
  
  
  Thank you for bringing this matter to our attention. We value your business and hope to have the opportunity to restore your confidence in our services in the future.