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:10/26/2022

  Type:Billing Issues
  Status:

  UnansweredMore 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 8/27/22, **************** called us in regards to a fraudulent looking charge coming from a company called Bluesnap. As we had never heard of this vendor before, we disputed the charge with ****************. It was only after we disputed the charge that the charge posted to our online Amex account with Monday.com listed in the details, who we have had a yearly subscription for the last two prior years. We immediately called Amex to let them know that this was a legitimate charge and should process they payment, which they did. On 9/15/22, we reached out to Monday.coms support team to let them know that we could not get into our account. They said that they needed us to verify the payment, since the first payment had bounced back with Amex. We called Amex and received the payment details, which we sent to Monday.com on 9/19/22. Since then, they have claimed that their payment processor Bluesnap is withholding payment to Monday.com due to a 65 day verification process that activated due to the original payment bouncing back. Since then, we have been locked out of our Monday.com account every week or two weeks due to this issue. As this is software that we rely on for crucial business operations, this has caused undue hardship due to these business operations. We have now sent over 50 emails in regards to this issue trying to get this resolved over the last month and a half, but they refuse to do anything aside from temporarily reactivate our account, which then means every **** days we have been locked out of our account, which in our minds has been fully paid for. We need our account activated to the full status we have paid for, as this has already been paid on our end for almost two months already.

  Customer Answer

  Date: 11/21/2022

  At this time, I have been contacted directly by Monday.com regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

   Our account is still being shut down every ***** days due to them only activating our account on a temporary basis, despite the fact they have been paid for a full year subscription for almost 3 months already. Our account should be in good standing and fully activated. We cannot keep having to email them to reactive the account every week or two due to their situation with their payment processor. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

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

  Customer Answer

  Date: 03/22/2023

  Better Business Bureau:
  
  

  The business has been in constant contact with me throughout this process, but it is never the same person and they never provide anything even remotely helpful. They lied to us about there being a 90 day verification period, that passed with nothing happening. They continued to tell me they were looking into an issue, only for me to never hear from that person again. 

   

  With that being said, this issue has been resolved WITHOUT the help of Monday.com. Monday.com claimed they still could not see the payment on their end 5 months after they were paid, despite all of the documents we provided proving that Amex had paid them, so we had to go back to Amex to get them to return the money to us. This took weeks of talking to Amex and sending them hundreds of pages of email correspondences to get them to return the money to us. Because the charge was so old, multiple times Amex told me there was nothing they could do so it took 10 or more phone calls, many emails, and hours of conversations explaining the situation over and over to get this money returned to us. Despite this currently being resolved with Amex, they said that if BlueSnap (the payment processor) ever gets back to them about this issue and says that they are due that money, then Amex will have to reprocess the payment and we will be back right where we started. All communication on my end to contact BlueSnap directly were rerouted to their website which has no contact info, so there seems to be no one there to even have the conversation or address any of these issues. 

   

  If you have any further questions about this issue, please let me know.

  
  Sincerely,
  
  *************************