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Business Profile

Credit Card Processing Services

Basys
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/20/2024

    Type:Billing Issues
    Status:
    Resolved
    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 contact Basys via **** ******** in December 2024 to cancel all subscriptions. I was assured that all services and subscriptions will be canceled effective 12/31/23. I continued to be charged $15 every month by Basys. I contacted their representatives ***** ****** **** *********, risk management department, **** ***** via email to get a fair resolution. I would like to be refunded $ 15 drafted from my account on 1/12/24, 2/13, 3/12, 4/12 for a total of $60.

    Customer Answer

    Date: 09/21/2024

    Good morning,

    Regarding complaint **********

    I was contacted yesterday by ****** weaver at Basyspro Tel ************ after she was notified of my complaint to the BBB. She  apologized and guaranteed a refund for the requested amount.  Thank you for your help. Please feel free to close complaint.

     

    Sincerely,

    ***** ********

  • Initial Complaint

    Date:04/19/2024

    Type:Billing Issues
    Status:
    Answered
    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.
    Basys and Tsys work together and their fees are outrageous. For example, $555 was deposited into my account but the fees I paid was roughly $88, so I chose to cancel the contract early. The early termination fee as depicted on the contract was $495 but they chose to withdraw $500 from my account. I spoke with the Customer Service Manager who refused to refund the difference. I am seeking the difference to be refunded to my account. The reason I am canceling is the excessive fees they charge. This may seem petty but I canceled due to excessive fees and they do not need to take more than agreed upon in the cancellation request contract.

    Business Response

    Date: 04/29/2024

    Thank you for bringing your concerns to our attention. We deeply value transparent and fair billing practices, and we sincerely apologize for any inconvenience caused by the recent billing discrepancy.
     
    Upon reviewing the details of your account and interactions with our team, we acknowledge the error regarding the ***** *********** *** (ETF). We understand the importance of accurately billing the terms outlined in your contract, and we regret any confusion this error may have caused.
     
    We want to assure you that we have promptly taken action to rectify this issue. A refund of $5 was processed to your account on April 24th, as communicated in our email to you on April 19th, to correct the overcharge of the ETF. If you have not received this refund as of yet, please note it can take 1 to 2 business days to process the refund, and then another 5 to 7 business days for the funds to be reflected in your bank account.
     
    Our commitment remains steadfast in ensuring that all our customers are treated fairly and that our services uphold the highest standards of transparency. Your feedback is invaluable as it guides us in continuously improving our processes and better serving you and all our valued clients.
     
    Should you have any further questions or require additional assistance, please do not hesitate to reach out to us. We are dedicated to resolving this matter to your utmost satisfaction.
     
    Thank you for your understanding and patience.

    Business Response

    Date: 04/29/2024

    FYI - We do not have any calls or contacts on file which show the client asked us to refund the $5 that they were mistakenly overcharged, nor that we refused their request. During our QC process, we determined there had been an error and had already initiated the $5 refund to correct the issue before receiving this BBB complaint from the client. Thank you!

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