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:04/14/2025

  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.

  ********* when you try to switch, the sale of this company will promise you a lower compare to your current company to make you switch, but in reality, even when you sign up all the paperwork with thay rate, they will Not provide you that lower rate, and eventually they will call and tell you there is nothing you can do and force you to cancel them, so BE AWARE

  Business Response

  Date: 04/18/2025

  Dear Xiao **** ****,

  Were sorry to hear that your experience didnt meet your expectations. 

  First and foremost, we sincerely apologize for any misunderstanding that may have occurred during the process. We understand that pricing and transparency are extremely important, and we strive to ensure that our customers feel confident and respected every step of the way.

  To clarify, our team did offer to match the rate you were previously receiving, and at no point was there any intention to mislead or pressure you. In fact, we explicitly stated that if you were not satisfied with our services, we would gladly assist you with canceling the account ensuring a smooth and respectful process.

  We value your feedback, and were always working to improve our service. If theres anything we can do to resolve this or if you would like to continue the conversation, we are more than happy to speak with you directly.

  Thank you again for considering our services. We appreciate the opportunity and hope to restore your confidence in us.

  Warm regards,

  QwestPayments

  Customer Answer

  Date: 04/26/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  Complaint: ********
  
  I am writing to formally reject the response provided regarding my complaint #********.
  First and foremost, there was no misunderstanding in our agreement. The rate was clearly stated in the document sent to me by your sales representative, Ms. *** ****. As indicated on the second page of the application form, the agreed-upon rate was based on total sales, with no additional fees. Ms. *** **** explicitly stated, "If the total sales is $10,000, we will only charge you $200." This agreement was clear and mutually understood.
  

  I began the process with your company in mid-February. Despite only using the service for part of the month, I was charged a rate of 2.7%far above the promised rate. When I raised this issue, your sales representative insisted we try again in March to clarify the numbers, attributing the discrepancy to the partial-month usage. This already raised concerns, as the agreement made no mention of minimum sales requirements to qualify for the agreed rate.
  In March, I was charged 2.38%, which again did not align with the terms initially agreed upon. This discrepancy led to a phone conversation with your manager.

   

  While I did not accept the alternative solution offered (matching the rate of my previous provider), the fundamental issue remains: your company did not honor the original agreement. This failure to uphold the agreed rate constitutes misleading advertising and poor business practice. It undermines trust and gives me no reason to continue with your service.
  I respectfully request a resolution that reflects the original terms we agreed upon.

  
  Sincerely, 
  Regards,
  
  **** ****
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 05/05/2025

  Dear Mr. ************** you for sharing your concerns. We truly value your feedback and appreciate the opportunity to clarify and resolve the matter.
  1. Regarding Februarys processing: As you rightly pointed out, the account was only active for approximately 7 days. A partial month of processing does not provide a complete or accurate representation of your typical sales volume, which can affect how the effective rate appears.
  2. As outlined in your agreement, the discount rate specified was 0.20%. However, were pleased to confirm that we actually applied a more favorable 0.15% discount rate, exceeding the original offer.
  3. Additionally, were happy to match the pricing of your previous provider. As a gesture of appreciation, wed also like to offer a $100 prepaid gift card for every year you remain with us as a valued client.
  4. Ultimately, we respect your decision and are more than happy to support you in any direction you choose.
  We hope this addresses your concerns, and we remain at your service should you wish to continue the partnership under the terms outlined above.

• Initial Complaint

  Date:09/15/2022

  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.

  Contacted Qwest at 7/7/22 to close out my account. The cancellation process took over a month to complete and during that time they continue to charge my bank account for the Merchant service that was no longer in use for the entire month of July and August. I made numerous calls to them during July on a weekly basis to try to speed up the cancellation process but I was told they are still working on sending out the cancellation letters for me to sign. It took 3 weeks finally for them to email me the paperwork and shipping label to ship back all the equipment. At first, I was told they "have" to mail out the paperwork by mail which made no sense to me, because I was able to set up my account with them entirely through emails. After calling them every week for 3 weeks regarding the cancellation paper, they finally are reluctant to email the paperwork to me. By then we were already in August and I was charged $219.85 for the month of July. It seems like they are using this tactic to continue to charge their outgoing customer, very shady company to deal with with terrible customer service.

  Business Response

  Date: 09/22/2022

  September 21, 2022 

  To Whom It May Concern, 
  

  I am here responding to the complaint case received on Sep 20th, 2020. 
  First of all, we apologies for the dissatisfied feeling the client had. 
  As the client mentioned, she contacted us on 7/7/2022 regarding her cancellation. As the account is still open part of July, there will be a statement fee for Judy, which is charged on August 2nd, the last payment the client is liable for. 
  Also, there is no fee charged for "August" and no "Continue Charge" practice being performed to this account. 
  As a matter of fact, we have tried our best to expedite the process and waived a lot of fees as a courtesy. We care about our customers; customer satisfaction is always our top priority. 
  Thank you very much for your help. If you have any questions, please do not hesitate to contact us. 
  

  Regards, 
  Zhen Y* 
  Manager, Finance and Operations