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:01/24/2025

  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.

  This sales representative seriously scammed me. His name is **** *** ******, and he came in and promised us savings and great service. However, he took our old machine, and instead of returning it to my old company as he promised, instead he ran some cards fraudulently and ran 2 HUGE refunds, probably going into his account. One for $495, and one for $225.35, and then he said it was a mistake, but they never credited back our account.Then when we cancelled, his company sent us to collections and is demanding $730.17, but I mailed back their machine to them, and I did it myself to make sure. This is horrible, Electronic Payments, INc. Needs to refund me $720.35 for the STOLEN funds, and then they need to also get rid of the collections payment, as we don't owe you guys anything. We need this fixed NOW!!

  

  Business Response

  Date: 01/24/2025

  On 12/23/24: When we spoke to the Merchant, he insisted on wanting to return a PAX brand device, which was never listed on the account. I told him not to since that was not the unit issued by ***. I advised him of his total balance of $730.17.[The breakdown is contained in the attached letter mailed to the Merch on 12/12/24] I advised he was within the 10 QuickPay as described in the emial he was responding to, that would reduce the liability to just $299.00 and close the matter with no further action required on his part. He advised he would not act until speaking with ****.  We issued a YOUPAY link for the amount at that time as well. We advised our department hours, and the call ended.
  
  On 1/6/25:  With no further contact or payment on the invoice, we emailed the Merchant again advising since the ******** offer had not been utilized and expired we were offering him a final opportunity to resolve the $703.17 balance for $325.00 in the next 24 hours. This was a reduction of the balance due by more than half. I updated the YOUPAY link for the Final Notice Settlement amount and sent it to him. The Merchant failed to respond to that communication.
  
  On 1/7/25: We placed the file with ***** & ******, an external collections company. 

  As per the attached, the only debits we made from this account are highlighted. They are for end of month fees. If there are other funds debited by third parties or companies, I would recommend filing a complaint with the relevant authorities. At no time have WE debited any funds beyond what WE said we would debit for processing. The merchant was given an offer of $299 to settle the balances due. Then an offer of $325. At neither time did the merchant follow through.

  Since the account is now at external collections, they need to speak with ***** & ****** at ************** or ************** to settle the matter. We run a very communicative company, sending letters and emails, as well as having phone calls every step of the way in any collections process. We cannot be responsible when the merchant does not follow through with our several proactive communications and reach outs to close a balance owed.

• Initial Complaint

  Date:08/30/2024

  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.

  *************************** ********** email ************************ he is my merchant agent, he works for Electronic **************** address *******************************************. He created merchant ID # ************ On Feb 9th 2024, ******* contacted me & noticed the terminals deactivated. Meaning my account was closed by him without my decision. Then I returned the equipment on Apr 25 . But I received their collection bill $264 because my account closed. I emailed ************ promised he would pay for all my damage because of his mistake. But he didn't have any responsibility for my business damage I emailed the complaint about my fee cost by ******* cause of their employee fault, this company didn't contact me back & raise the fee up to $264 even I returned the equipment already.I requested the breaking down of collection amount. They sent me this:EOM FEES: $13.60 ACH REJECT FEE: $35.00 EQUIPMENT TYPE: Pax S80 (FT Program) 2N406701 - COST: $150.00 BALANCE DUE <10 DAYS: $198.60 REFERRAL COST: $65.40 BALANCE DUE >10 DAYS: $264.00 ************ tried to raise my fee & added more fee to steal my money even this is their employee fault, not my fault. I have all evidences thru email to show my case.Please help me investigate.Thank you very much

  

  Business Response

  Date: 08/30/2024

  As you can see from the documentation, around February 2024, ******* moved the account to another provider and caused a great inconvenience to the active merchant. As you can see, they had an open batch and he told them to step using the machine right away. The client stopped processing around February ******************************************************* May 2024. There is no collections balance owed or any active collections activity. There were no other fees for closing the account charged. In the additional documentation, you can see the balances which were paid. They were from the insufficient funds fee from the bank and the end of month fees that rejected plus collections costs. Finally, ********************* promised a $400 refund to the merchant as you can see from the documentation. I would reach out to ******* and find out where this refund is as it is the responsibility and promise of *******. We are not party to the refund he offered for the inconvenience he caused. ******* does not represent Electronic Payments as a sales agent due to the actions of this type of issue he caused merchants.

  Customer Answer

  Date: 08/31/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: 

   Thank you for accepting and reviewing my complaint.
  In the 4 years I have been a loyal customer of this company, I have sent ******* many messages complaining about this company often taking unknown fees that I was not informed of in advance from my business bank account (attached). ******* promised to look into these fees but then he could not explain them so he promised to compensate me $400 for these unexplainable fees, but he didn't pay anything as he promised. In addition, this company is not willing to take responsibility & trying to push their responsibility on to their employees. The company is aware of the whole process of the incident through the email (attached). I have sent many emails to the company to explain and ask for consideration after receiving the collection bill but they refused & forced me to pay the amount that was the fault of their employees. They also threatened me by saying that if I did not pay, my collection amount would skyrocket. It started at $13 then they added more fee & raised it up to $264 in 2 months & still raise higher if I don't pay. Even this amount increased more than the bank interest rate & there is no specific measure or limit, meaning they have full right to add any fee/interest they want & customers have no right to protest. I was warned by the new merchant company about having a collection with the old merchant company, I don't want the new company to think I'm a bad customer (attached) & I don't want to continue to have unexplainable fees, for the above reasons I was forced to pay the full amount $264 collection fee & continued to email the company for a refund. But they still rejected my request, ****** explained I paid in full & my account was closed so no way to refund. Then she transferred me to **** who couldn't be contacted (attached). What I didn't expect was that the company confirmed that they had received the *** S80 I returned but they still added it to the collection & forced me to pay $150 for the machine. They can't put this amount on ******* & pretend they were not involved & did nothing wrong. This action is fraudulent. I think if this company does this to my business, I'm not the only one victim. The reason I escalate this case is because this company just cares about the money, they used their ********* to auto-withdraw & they don't care about customer losses. I want this company to explain all the unknown fees this company had auto withdrawn from my business account during 4 years, refund the $150 cost of the terminal machine *** S80 & all collection fees because of their mistake. Thank you for reading my explain

  ***** **
  
  
  
  
   
  

  Customer Answer

  Date: 09/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   I just received $150 for the terminal machine after BBB intervened, so they agreed to pay me today. Sincerely thank BBB for their help.
  
  ******* said I have to wait for the company mail *** Request Form before returning the machine. The reason I cannot return the machine before 3/5/2024 is because I did not receive the *** Request Form before 3/5/2024. Until 4/8/2024, I proactively asked ******* why I still have not received the *** Request Form to return the machine, ******* replied me that he just asked ***** to send the *** Request Form & told me to wait for the company mail the *** Request Form in the next 2 days (attach). But I received the *** Request Form on 4/22/2024 (attached), so how can I return the machine before 3/5/2024? The reason for the late return of the device is not my fault because the company did not email me the *** form before 3/5/2024, so this company cannot blame me for the late return of the device.
  
  I have to repeat this matter even though you ignored to answer from my previous message: Most of the merchant fees used to be charged once/month, but my business was charged many fee a month without pre-notice & I couldn't protest. Please explain all the unknown fees this company had auto-withdrawn from my bank account by ACH (attached). If you can't explain, please refund them.
  
  The reason why I did not pay collection fee before 4/29/2024 because I believed the company's employee ******* promised to pay me that amount (attached) because he falsely reported that my account was closed on 2/7/2024 (attached). Therefore, I cannot be blamed for the delay because once again ******* put me in a situation of waiting for him to resolve the issue, but in the end he ran away & did not do what he promised in the email. But the company avoided responsibility, did not handle the employee who did the wrong thing but charged the entire loss to my business. this is not fair, I was a loyal customer, I have trusted this company & employee ******* for many years, and above all i am not the one who initiated the request to terminate the contract. So if the company charges me a penalty, it should be transferred to ******* because it was the company's employee who did the wrong thing and caused damage to me, the customer. I accept $13 for the last month fee but the rest of penalty $100, let ******* pay for it & refund it to me.
  
  Thank you so much.

  ***** **

  
  
  
  
   
  

  

  Business Response

  Date: 09/04/2024

  ******* is not an employee and does not represent this company. We are glad to have refunded the cost of the machine. All could have been avoided if the customer paid their bills timely. However, once in collections, they were sent several notices and also spoke to our collections department, whom had waived, as a courtesy, the $150 equipment fee despite not receiving the equipment back. The customer STILL made no attempt to pay the invoice due until 30 days later after being charged in full as we said would occur. The equipment was returned a month after they were initially told to pay the balance due less the $150 equipment charge. And now we have refunded the equipment charge. I would speak with ******* for further compensation on this case. As of May 2024, this collections issue and merchant account is closed and in good standing. It seems this customer will never be satisfied so we consider this matter closed.

• Initial Complaint

  Date:12/20/2023

  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.

  My small business was recruited by ElectronicPayments, **** (EP, ****) in June 2018 with promises of saving me money on credit card processing. The salesperson recorded my approval on their iPad and said that a tech would be here within a week to install the new equipment. I continued with their service until a new salesperson representing EP, **** stopped in claiming their was an improved service they were offering at better savings for my company in July 2022; so I agreed to accept that plan. Shortly thereafter it became apparent through our processing statement that EPI, **** was billing my business for two merchant accounts at which point I complained to various representatives for EP, **** As recently as 12/18/2023 I made a phone call, and after being placed on hold indefinitely, finally was connected to an agent who promised us a return phone call from their superior (*****) who was at lunch... Needless to say two days later I am still awaiting *****'s call. In the interim I am seeking reimbursement for 18 months of surcharge fees (@ $50/mo = $900) that EP, **** has been overcharging me for the original account. When I told the representative I wanted to close all accounts with them, I was told there was a $600 fee for early cancellation. I have requested proof of a signed contract stating as much and to this day have yet to receive any documents! I would strongly forewarn any businesses considering to employ EP, **** services to be wary of their bait & switch tactics without follow-up communications!

  

  Business Response

  Date: 01/04/2024

  *** ****** accounts are closed and there are no charges to close the account. He has not been charged $600.
  

  All sales representatives are independent of Electronic Payments as a processor. We do not have "bait and switch" tactics. It is very easy to work with our firm and contact our company 24/7 for any issues.

  ************** signed with a representative through a referral from Suffolk ******************** on 6-14-2018.
  
  Then, ************** signed new paperwork with a new sales representative on 7-13-2022.
  
  ************** never cancelled his first account and there was no need to open a new account since in our terms and conditions there is a Meet/Beat rate guarantee. If there was a new solution, *** ****** first account was capable of being changed if he called the first representative or the company directly.

  On 1-3, ************** called in to ensure his account is cancelled. Our equipment, which was provided free, is still in his possession.

  ****************** ************** CALLED TO CLOSE THE ACCOUNT.  
  

  CONFIRMED THE ACCOUNT HAS BEEN PROCESSED AND CLOSED SINCE 12/20. HE SAID IF WE WANT OUR EQUIPMENT BACK "COME GET IT. HE STATES IT SHOULD NOT BE HIS RESPONSIBILITY TO RETURN IT SINCE WERE THE **** WHO BROUGHT IT TO HIM. 

  While it is ****************** responsibility to return the equipment, we DO NOT need his equipment back. We recommend returning equipment so it can be destroyed and recycled in a proper manner. Unfortunately, we do not visit merchant locations to pick up equipment.

  The account(s) are now closed and have been since 12/20/2023. If ************** would like to receive a refund he would need to contact his sales representatives as we did exactly what we were engaged to do and did not make a mistake. If he relied on his 2nd sales agent to close the account, he must contact that sales representative for assistance.

  Customer Answer

  Date: 01/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  It would appear that Electronic Payments **** (EP) takes no responsibility for its Sales Representatives, so again I would forewarn any entity considering doing business with them to be aware of the false promises being made during the sales pitch to enroll with them.  My multiple requests for copies of the agreement with EP have never been fulfilled, so other than the Merchant Welcome Kit supplied by the installation tech I have no information as to what I'm entitled to or responsible for.  As for their claim that my accounts were closed as of 12/20/2023 and no equipment return required, what is their explanation for my receiving phone calls on 12/21/23 (from ***** @ ************) and as recently as today 1/5/2024 (************) from representatives of EP asking for equipment to be returned, a clear case of the right hand not knowing what the left hand is doing, or is EP not taking responsibility for those representatives also!  I also dispute their claim for being "very easy to work with and contact..." regarding any issue.  On 01/03/2024 in a phone conversation with ***** from Merchant Support, about my request for reimbursement for having been billed for multiple accounts that were inactive, she explained that EP's policy for refund could only go back a maximum of 3 months and the final decision to approve was at their discretion.  At that point, I requested to speak with her manager, and as happened in the past was told none were currently available...  She did say she would enter my request for reimbursement on both accounts and that I should receive their decision at a later unspecified date.  Regardless I still am seeking at the very least $900 in service fees (@ $50/month for 18 consecutive months) for the original account that I was told by their Sales Rep would be cancelled by them...

   

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

  

  Business Response

  Date: 01/08/2024

  I'm sorry you are dissatisfied with the response. Electronic Payments is a processor that works with many merchants and independent sales representatives. Your initial sales representative was representing your credit union, Suffolk Federal. The second sales representative can be contacted at *****************************************************************************, Office Phone: ************, **********************. In both cases, you read and signed two agreements for services and you did not cancel either agreement. We are easy to get a hold of - We have a phone number on top of each statement you receive and we have a website with our contact information readily available. And you have also utilized the BBB to obtain a resolution to this matter. If our response is unsatisfactory, we recommend reaching out to the sales representative you worked with to obtain a refund. The accounts are closed. We have waived any fees associated with closing the account and as indicated on the phone, are unable to stop by your place of business to retrieve our equipment as you suggest.