Complaints

This profile includes complaints for CWA Merchant Services's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  CWA Merchant Services

  Syosset, NY 11791-4499

• 

  CWA Merchant Services

  250 Stephenson Hwy Troy, MI 48083-1117

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:05/20/2025

  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.

  *** (CC processor) has taken excessive funds repeatedly. It began in the last 2 weeks of March. After disputing the fees, we were promised a refund $938.77. We learned that it was never credited to our account when we received our ********** statement. We had to repeatedly request this credit throughtout the last 10 days in May. Additionally, it appears they have taken excessive funds again, in April. We requested proof of charges, as is usual and customary on the statement which they claim they are unable to provide. However, this was done on a monthly basis for years prior to this situation. They are not returning phone calls or my request for an escalation to superior.

  Business Response

  Date: 07/18/2025

  ********** ******* ******
  
  *** *** ***** ** ******
  *** **** *** ********
  
  
  Dear *** ******************** find attached a document responding to your concerns about a courtesy credit and the applicable rates on your account.

  We trust that this clarification addresses your concerns. Should you have any questions or need additional information, please contact our **************** Team at ************** or **************************************** Thank you.
  
  Sincerely,
  
  Escalations Department
  CWA Merchant Services
  
  

  
  

  Customer Answer

  Date: 07/21/2025

  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: 

  Please be advised that I tried contacting the *********************** of CWA  from the phone number provided on their recent reply. The call was directed to customer service and the agent informed me that she is unable to forward calls to that department. The call was then disconnected. Please keep in mind that there is NO NAME on the letter they sent to BBB in response to my complaint. NO ACCOUNTABILITY at all!

  The merchant has not addressed my multiple requests for verification per credit card as is usual and customary for the last 10+ years. As they continue to avoid this request, it strengthens my belief that I am being overcharged as was the case in March. The only thing they sent was another copy of the statement without any revisions that would substanitate the fees charged per card as was received historically without any issues. Per their response, I AM NOT REQUESTING A COURTESY CREDIT. If they are overcharging, as they have done in the amount of $938.77 for just 2 weeks in March, the potential refund due could be approximately $3000. THAT IS NOT A COURTESY BUT MONEY THAT IS DUE TO THE DR.

  
  

  ***** ******
  
  
  
  
   
  

  Business Response

  Date: 08/06/2025

  Dear Dr  ******,

  In our latest response to you we included an attached file named "***** ****** Bill ************* - Apr May 25.xlsx".  This file contains the information breakdown that you are looking for.  It contains the billing details for the months of March, April and May 2025.

  It is not possible to re-print the statements for these months with this information because when those statements were printed, the account was set for the condensed versions of the statements.   We had to pull this information from our database and is the detail stated in the file.  Starting with your June 2025 statement and onwards, all your statements contain the billing details fully displayed.

  Best Regards.

  CWA Escalations Department

  Customer Answer

  Date: 08/06/2025

  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: *** has once again failed to address the issue. My attorney is now proceeding with this case. *** is obligated by law to provide this information, as requested, repeatedly, as has been done for the duration of our history together which exceeds 10+ years. We have documented all efforts to acquire this information as well as their effort to avoid doing so.  

  
  
  ***** ******