ComplaintsforT 1 Payments, LLC

• Initial Complaint

  06/16/2021

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  They closed our account on the 31st of may, and kept over 60k of our online sales. no one is responding, contacted a few lawyers. They broke our cash flow and we don't have enough cash flow to pay the bills, or order new inventory . DO NOT USE

  Business response

  12/14/2021

  Business Response /* (1000, 9, 2021/07/06) */ Merchants have received and will continue to receive statements and specific details regarding payouts via email. Please refer to the email communication and the merchant terms and conditions for any additional details. Consumer Response /* (3000, 11, 2021/07/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Our agreement with T1 payments was payout schedule: 7 business days in arrears and daily thereafter. The last official payment we had was on the 10th Of May 2021. Last communication from T1 Payments " Dear Merchants: By way of update, we will be distributing statements and funds July 15, 2021. " with no real answer, how much will be released ? replied to that email dated June 25th and yet to receive a response. They are with holding $59,340. + reserve of $14427 dollars. Will you be releasing all funds on July 15h ? Can you settle our account, and release all remaining funds ASAP. Desired Outcome PAID 100% OF WHAT WE ARE OWED IMMEDIATELY Business Response /* (4000, 15, 2021/07/21) */ This merchant has received funds and we are continuing to monitor the account for future releases. T1 Payments is upholding its contractual terms and obligations set forth in the agreement. We have been in contact directly with the merchant and will continue to correspond with them. Consumer Response /* (4200, 17, 2021/07/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) What are you monitoring, the account was terminated in may. there are no more sales. you are with holding our funds and not releasing our funds. when will you release the reminder of the funds ??? where is the attached communication ? there are no attachments from you at all.i dont see anything. the only communication we receive is a monthly communication and a release of 4700 dollars. one email and one payment, no explanation of when the rest of the funds will be released. you still owe us over 50k, when will all the funds be released ? Business Response /* (4000, 19, 2021/07/27) */ This merchant has received deposits to his account. Further correspondence will be sent directly to this customer. Consumer Response /* (4200, 21, 2021/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) We have not received any correspondence from T1 payments. we still have outstanding payments from May which are still not paid. When are you releasing our funds ???? release the funds so we can all move on why are you with holding over 50k + 8k reserve ???? you terminated agreement. so release funds. This case will not be closed until we receive all of our funds. Business Response /* (4000, 23, 2021/07/29) */ This merchant has received deposits to his account along with corresponding emails. Pursuant to Section 8.3 of the agreement, upon termination the funds held in reserve and in arrears may all be converted into the reserve for a minimum of 9 months from the last transaction, chargeback, or refund. Due to the uncertainties associated with the future after termination of an account, T1 Payments is required to maintain the reserve to account for fines, fees, chargebacks, etc. Consumer Response /* (4200, 25, 2021/07/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Then why did you say you will be releasing the funds ? why did you send this email to us then ? "Dear Merchants: By way of update, we will be distributing statements and funds July 15, 2021. Important Notes Regarding NMI: If you wish to reactivate your NMI account, please submit the request to [email protected] NMI is a third party provider, and you may be charged by NMI in order to continue accessing their portal. These charges are billed by NMI, not T1 Payments. Please refer to their terms and conditions for further information. Thank you, T1 Payments "

• Initial Complaint

  06/03/2021

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  On 5/28 after not responding to my calls or emails asking why they had not stayed on the agreed payout schedule and because I had not received a payout in a week I received an email stating that their bank is no longer supporting CBD merchants. Since then I called and left messages and emailed many many times with no response. I am unable to apply for new processing because they will not send me the last three months of processing statements that I have requested and that is required. I no longer have access to the backend so that I can get them. They will not respond back at all. Please help before I completely lose the business that i have worked so hard to create and build.

  Business response

  06/07/2021

  Business Response /* (1000, 5, 2021/06/07) */ Merchants have received and will continue to receive statements and specific details regarding payouts via email. Please refer to the email communication and the merchant terms and conditions for any additional details. Consumer Response /* (3000, 7, 2021/06/08) */ Thank you for the statements. I need an explanation as to why I was not paid two weeks prior to being told that you lost support of your CBD processing bank and why during that time none of my emails or phone calls where answered. I would also like a balance of the reserve that will be held and the amount you owe me that is not part of the reserve. Once I have these items I will accept your response to BBB. Thanks! Business Response /* (4000, 14, 2021/06/25) */ This merchant has received funds and we are continuing to monitor the account for future releases. T1 Payments is upholding its contractual terms and obligations set forth in the agreement. We have been in contact directly with the merchant and will continue to correspond with them. Consumer Response /* (4200, 16, 2021/06/29) */ While I do appreciate that they have actually moved some on this matter it does not change the fact that they are holding thousands of dollars generated from the sales from my business without a detailed explanation. In the almost two years I was with T-1 I only had one chargeback for a very small amount, yet they claim to worry about risk? I get it, they are taking full advantage of the contract I signed, so if they want to do that, fine. I am only asking for full disclosure of the amount I am owed and a timeline for when I should get paid under different scenarios. That is not too much to ask from a legitimate company that is happily a BBB member. Once they have done this I will gladly close this case, but then and only then. Business Response /* (4000, 22, 2021/07/23) */ Account details have been provided to this customer. Further correspondence will be sent directly to them. Consumer Response /* (2000, 24, 2021/07/26) */ They have provided me with what was needed and I feel like they will follow through with a continued monthly payment schedule until they have payed my company what is owed. The case can be closed and will not be opened as long as they follow through. Consumer Response /* (4200, 28, 2021/11/10) */ * Please see attached documents. Business Response /* (4000, 30, 2021/11/21) */ Funds are continuing to be released. Consumer Response /* (4200, 32, 2021/11/23) */ The email below was in response to the the delay email they wrote. I wrote them in September with no response. Another one in October to let them know I was opening back up the BBB case if they did not respond in a week. I have yet to hear back from them. My last payment from them was in August. I'm ok with a response I don't like, but deserve to know when the payments will start back. How long will the minor delay be?

• Initial Complaint

  06/02/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My company has been a user of T1 for years but on 5/24, we abruptly stopped receiving pay outs of the money from our online sales. We left voicemails and emails to try to figure out the issue and received no response. Finally, on Friday 5/28 at 5:04pm, someone at *****@t1payments.com sent an email (to someone who is NOT an owner) saying that our account will be terminated on 5/31 (Memorial Day) which is unreasonable considering the email was sent at the very end of the day before a holiday weekend. As the owner, I still haven't received any notice that the account was terminated. There was no prior notice of a problem or even an explanation as to what's going on and when we would receive the $30k+ that we are owed.

  Business response

  07/21/2021

  Business Response /* (1000, 6, 2021/06/03) */ Merchants have received and will continue to receive statements and specific details regarding payouts via email. Please refer to the email communication and the merchant terms and conditions for any additional details. Consumer Response /* (3000, 8, 2021/06/08) */ Hello, We reviewed the response from T1 but we won't be able to comfortable accept their response until June 15th. After we submitted the complaint to BBB, we received the attached "Payout Schedule" email (the first and only message that we've received since the termination email, also attached) saying that they would distribute statements and funds on June 15th. We don't want to accept/reject their response until we find out if we actually receive those funds. How do you suggest we move forward? Thanks, ****** Business Response /* (4000, 14, 2021/06/25) */ This merchant has received funds and we are continuing to monitor the account for future releases. T1 Payments is upholding its contractual terms and obligations set forth in the agreement. We have been in contact directly with the merchant and will continue to correspond with them.

• Initial Complaint

  06/02/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  T1 payments and Our company had a contract signed and the company has broke contract, deleted our account with no notice or contact besides one email. They are holding $39,000 from us with no communication and we now have no payment processor. We want answers ASAP and this to be resolved ASAP.

  Business response

  06/24/2021

  Business Response /* (1000, 5, 2021/06/03) */ Merchants have received and will continue to receive statements and specific details regarding payouts via email. Please refer to the email communication and the merchant terms and conditions for any additional details.

• Initial Complaint

  06/02/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We entered an agreement with T1 payments with our LLC on2/25/21 to provide merchant processing for online website with payouts to be processed via bank account with a rolling reserve. T1 gave no notification and closed. We had tried to contact them today on 6/1/21, over this past weekend and on Friday regarding a few transactions we had questions about, customer service didn't answer the phone or emails. Our business hasn't been paid via statement since 5/11/21, of 84 sales totalling $11821.48 and the rolling reserve was kept, $3,315.37. This total is 15.136.85. We were given no notice and our account was never closed. T1 blind sided our business and stole this money from us. We want them to refund our money they have basically stolen from our merchant service account, it was not there's to take. This is for tangible products we have shipped to customers already and has come out of our paid for this. We received their daily emails regarding transactions as if biz was normal!

  Business response

  07/22/2021

  Business Response /* (1000, 6, 2021/06/03) */ Merchants have received and will continue to receive statements and specific details regarding payouts via email. Please refer to the email communication and the merchant terms and conditions for any additional details. Consumer Response /* (3000, 8, 2021/06/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I haven't received any further statements from them since 5/10. They attempted to claim they had emailed me prior to this and they hadn't. Why their emails are going to my personal email and not the business email used on the account is also an issue. I was never communicating with T1 on my personal email. Their legal department attempted to issue me a deposit for $698.80 which I have no idea what it's for, which day of processing or if it's even correct, considering the amount of funds they are holding. I would like to see the transaction statement for this, and all the other ones missing and the rest of the money back. I didn't break my contract. They also stated they will continue to monitor my account for payouts. What is there to monitor? I did nothing wrong. I should be monitoring them! This isn't satisfactory solution to continue to check my Emails from them. The agreement they breached on their own by not providing processing and keeping my money and walking away. I will more then likely need to file a lawsuit at this point like the many others. Business Response /* (4000, 12, 2021/06/25) */ This merchant has received funds and we are continuing to monitor the account for future releases. T1 Payments is upholding its contractual terms and obligations set forth in the agreement. We have been in contact directly with the merchant and will continue to correspond with them.

• Initial Complaint

  06/02/2021

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  My merchant processing account was closed without any notice and funds have been held from our processing for the last 14-16 days. The company has yet to return emails or phone calls. This account closure apparently has occured to all in our industry. We received an email several days later indicating an account closer due to an unforeseen mutual agreement with a third party they were involved with, which apparently allowed them to process payments for our industry. I am seeking my funds and also our entire industry in which has been affected by this merchants action. This is unfair to those who work hard to maintain their business and these atrocious/fraudulent actions are taken. Furthermore, if we do not seek a mutual agreement I will be gathering our industry and filing a class action.

  Business response

  12/10/2021

  Business Response /* (1000, 5, 2021/06/03) */ Merchants have received and will continue to receive statements and specific details regarding payouts via email. Please refer to the email communication and the merchant terms and conditions for any additional details. Consumer Response /* (3000, 7, 2021/06/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) While i did receive an email saying disbursements of funds will begin on June 15th, i have not received statements after the closure of the account. I will update my response and case, once i have reviewed the statements and funds and it coordinates with my internal records of payouts. The last payment was for processing dates May 8 - May 10, leaving from May 11 thru May 27 processing still not paid. I am owed based on exported data, a sum of slightly over $80,000. Furthermore this does not include the reserve balance of $44,001.99, on last statement emailed dated 05/21/2021. Business Response /* (4000, 13, 2021/06/25) */ This merchant has received funds and we are continuing to monitor the account for future releases. T1 Payments is upholding its contractual terms and obligations set forth in the agreement. We have been in contact directly with the merchant and will continue to correspond with them. Consumer Response /* (4200, 15, 2021/06/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I received 1 deposit without any explanation of statement relayed to that deposit. Your agreement outlines a reserve and a hold for the reserve, however, prior to closure of the account, agreement outlines 5 days in the rear payouts, we're nearing 2 months since my last payout of May 10th funds. Therefore, i am still owed my processed transaction from May 11th until May 27th, minus the deposit amount your company sent. Pushing back another month for companies to start receiving their funds is absurd and unethical business practice. The otter actions taken by T1 and its unannounced acquisition was atrocious and again, unethical. I/we deserve are money immediately. Business Response /* (4000, 21, 2021/07/23) */ This merchant has received deposits to his account. Further correspondence will be sent directly to this customer. Consumer Response /* (4200, 23, 2021/07/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I received a $5000+ deposit, sending a deposit once a month is NOT part of the agreement. I am needed my complete monies owed. This is unethical, you company does not return not ONE email because. The communication is non-existent, let alone we're not even receiving statements with these deposits. Business Response /* (4000, 25, 2021/07/27) */ Pursuant to Section 8.3 of the agreement, upon termination the funds held in reserve and in arrears may all be converted into the reserve for a minimum of 9 months from the last transaction, chargeback, or refund. Due to the uncertainties associated with the future after termination of an account, T1 Payments is required to maintain the reserve to account for fines, fees, chargebacks, etc. Consumer Response /* (4200, 27, 2021/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Transaction periods dated May 11-27th i have yet to receive complete payments for those processing days. As per modified agreement i was 5 days in the rear payouts. We are 2+ months since those processing days.

• Initial Complaint

  05/29/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We are an online merchant that utilizes T1 Payments for payment processing. T1 stopped our daily deposits without warning or explanation on May 21st, 2021. They cannot be reached by phone or email and they have shutdown all communications with their representatives. I have spoken to several other merchants that use T1 and they are in the same position. Many small businesses including ours have 1. not been paid per our agreement, 2. have no idea of when we might be paid, 3. Have been crippled financially due to the actions of T1.

  Business response

  07/21/2021

  Business Response /* (1000, 10, 2021/06/25) */ This merchant has received funds and we are continuing to monitor the account for future releases. T1 Payments is upholding its contractual terms and obligations set forth in the agreement. We have been in contact directly with the merchant and will continue to correspond with them.

• Initial Complaint

  05/28/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  T1 payments has ceased to make payouts on any of the funds that are generated via my e-commerce network. It spans across 4 websites and is quite a large daily volume that is being withheld at the moment. They were scheduled to miss a payment on 5/24/21 due to a European holiday but since then they have not resumed the schedule. I have tried every point of contact I have for them via email and phone and have been met with no response. I even called the founder's (Donald K*****) cell phone number and it is set up to block inbound calls and texts. All the while I am still able to process funds over their payment gateway even though the whole company seems to have fallen off the face of the earth. I would like to know if T1 Payments is still active and operational or did they just rob a whole industry of well over seven figures of income that they have tied up in arrears?

  Business response

  07/09/2021

  Business Response /* (1000, 8, 2021/06/16) */ Merchants have received and will continue to receive statements and specific details regarding payouts via email. Please refer to the email communication and the merchant terms and conditions for any additional details.

*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. ↩