Complaints
This profile includes complaints for Payroc's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 28 total complaints in the last 3 years.
- 12 complaints closed in the last 12 months.
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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:06/20/2023
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.
On May 8th I signed a letter requesting for my merchant account to be closed. I returned the equipment to *** with the label they provided. However on May 18th they charged my bank account even when the account was canceled and equipment returned. I called customer service and I was told they could not help me that they had no control over automatic charges. Fast forward to June 20th, I am once again being charged for an equipment that was returned and delivered to the label address over a month ago. I contacted someone who works with *************************** who was the one who convinced me to get the merchant and equipment and I was told that they have no idea why this is happening. That "It is truly out of their hands at his point", yet it was not out of their hands to convince me to use the ******************** and set everything up. I am disappointed this is how they treat their customers instead of actively looking for a solution.
Business Response
Date: 06/21/2023
Dear ****, thank you for taking the time to provide us with your feedback regarding the recent charges on your account. The account was opened on 10/20/2022, with the sales agent completing your installation on 11/3/2022. Our teams verified with you 11/16/2022 via phone call regarding your rental agreement for the terminal and the charge is $19.99 per month. This is in addition to the Miscellaneous Fees charged monthly for the payment processing as set out in your agreement. A request from the sales office to terminate the account was completed on 5/8/2023 and the account was confirmed closed on 5/9/2023, with the Early Termination Fee removed due to inactivity on the account. You called our Merchant Support team on 5/18/2023 who advised that the charges were from our 3rd party rental company, contact information was exchanged to communicate this with them as the contract is separate to Payroc. I can confirm that the charges relating to the rental agreement for the terminal was also cancelled with the final payment for *** being charged in June. As a gesture of goodwill, we will process a refund for $119.90 which is for charges in March and April processing. This refund will be processed back to your checking account in **** business days. We hope this resolution meets or exceeds your expectations and we hope to work with you again in future.Initial Complaint
Date:06/15/2023
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 told on 05/11/2023 we would receive the refund it is now 06/14/2023 and no refund has been received which is why I waited to respond and money again has been REMOVED from our account the sum of ***** for the Month of May.. *** following is copy and pasted from first complaint and their response ************ is completely misrepresented. Our sales rep told us we had no contract and no cancellation fees when signing up. We canceled our services in December 2022 and equipment was picked up. It is now May 2023 and we are still being charged. Over $300 has been took out of our account. An account we have not had any access to we are now learning was not canceled by our representative and to top it off they want to hit ** with early termination fees.Business response 05/12/2023 Dear ******, thank you for taking the time in letting us understand your recent experience with our service teams. ***re was miscommunication after speaking with the representative earlier today. When you called him directly in December 2022, he asked if you had closed the account already the representative confirmed that you stated the account was closed, which is why there were arrangements made for the collection of the terminal. With regards to the Early Termination fee, you originally boarded onto our systems in May 2020. However, in February 2022, you moved to our cash discount programs, which included a free loaner device. As the device was loaned, the *** was re-applied. We apologize for any confusion caused and want to make things right. Due to the switch in account types, we have honored your original agreement and removed the $375 ***. This will not be charged, and your account has been fully closed as of 5/12/2023. Furthermore, as a gesture of goodwill regarding your monthly fees we are going to issue a refund from December till present in the amount of $566.25 which will be funded in **** business days. We hope this resolution meets or exceeds your expectationsBusiness Response
Date: 06/16/2023
Thank you for your response. We reached out to the merchant directly regarding this complaint on 6/15/2023, as we did follow process and close the account when requested on May 12th 2023. The account was force closed to avoid any further fees, and the merchant confirmed the $566.35 refund had been received on May 17th 2023 to the business checking account as it had previously been overlooked. The merchant confirmed there were no further issues.Initial Complaint
Date:05/11/2023
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 company is completely misrepresented. Our sales rep told us we had no contract and no cancellation fees when signing up. We canceled our services in December 2022 and equipment was picked up. It is now May 2023 and we are still being charged. Over $300 has been took out of our account. An account we have not had any access to we are now learning was not canceled by our representative and to top it off they want to hit ** with early termination fees.Business Response
Date: 05/12/2023
Dear ******, thank you for taking the time in letting us understand your recent experience with our service teams. There was miscommunication after speaking with the representative earlier today. When you called him directly in December 2022, he asked if you had closed the account already the representative confirmed that you stated the account was closed, which is why there were arrangements made for the collection of the terminal. With regards to the Early Termination fee, you originally boarded onto our systems in May 2020. However, in February 2022, you moved to our cash discount programs, which included a free loaner device. As the device was loaned, the *** was re-applied. We apologize for any confusion caused and want to make things right. Due to the switch in account types, we have honored your original agreement and removed the $375 ***. This will not be charged, and your account has been fully closed as of 5/12/2023. Furthermore, as a gesture of goodwill regarding your monthly fees we are going to issue a refund from December till present in the amount of $566.25 which will be funded in **** business days. We hope this resolution meets or exceeds your expectations and we hope to work with you again.Initial Complaint
Date:04/28/2023
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 had a guy stop by my business to bring by a payment processing device to test out. While here he got a photo of my business check for future purchases if I would be interested in services near future. No signed contract or any agreements. I've been seeing $25 transactions here and there from same company and thought it was just a rental charge until we agreed on doing business. Today I woke up to a transaction of $595. I called the company and was told it was a contract cancelation fee. I never signed a contract.Business Response
Date: 05/01/2023
Dear ******, thank you for making us aware of the issues you have been facing regarding recent fees charged to your checking account. The account with us was boarded on 1/27/2023, with only limited processing taking place in the amount of a $1 test sale. You mentioned that you did not want to terminate the account as you would be starting to use Payroc services soon, which is why you received a $25 monthly subscription fee for our Consumer Choice Cash Rewards program. The fees rejected due to insufficient funds and with no processing, our collections team terminated the account to avoid further fees rejecting. At your request when you spoke to our ***************** team on 4/28/2023, the account has been reopened which will allow you process once you are ready, whilst continuing to receive the subscription fee for Consumer Choice. The $595 Early Termination Fee, set out in the terms and conditions, is being waived and refunded now that the account is open and active. This should be with you within a 2-3 business day timeframe. We apologize for any inconvenience caused to you and your business.Customer Answer
Date: 05/01/2023
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:11/23/2022
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.
We used Payroc as our credit card vendor. They are aware that on 6/1/22 they forwarded a client payment to us in the amount of $1,498.65 instead of $1,500.00. They've promised to correct their error several times and forward us the remaining $1.35 but have neglected to do so. While it is a nominal sum, I was told that they were aware of this system error and am wondering how many other companies this happened to. Are you able to help us get the money in question that we are owed and is there another entity that should be notified of this issue?Business Response
Date: 11/30/2022
In response to this merchant's complaint, we have addressed the issue and confirmed they are owed the $1.35. There was a discrepancy with the surcharge fee upon the sale being deposited. A refund has been issued out for approval and they can expect this credit back in their account by next week, Wednesday. Our refunds go out on Tuesday, so Wednesday will be the earliest it will be in their account. A call has been placed to the merchant and we left a detailed message explaining this. If for any reason they have any questions or concerns, they may reach back out at ************. Please accept our apologies for any and all inconveniences.
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