Business Profile

Credit Card Processing Services

Shift4

Headquarters

Complaints

This profile includes complaints for Shift4's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

132 total complaints in the last 3 years.
38 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:08/26/2025
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.
SCAMMERS AND THEIVES!!!!! I would like to say that this is a terrible terrible company, and that they are absolute thieves. I tried to go ahead and get a refund for them for services I have not used. An account that I was not aware of was created in January, and my card information was used for this, then they billed me around 4 times with each time being around $40 a month. They did not send me a single invoice not one at all, I only found out about the charges when I looked at my bank account. I was not even sure who in the world shift4shop was so I went ahead and called the number on file for them. They picked up and told me that they would help me get it sorted out. They never called back, I sent an email and they said that for services rendered they could not give me a refund. No services were rendered no invoices were sent, no confirmation email of creating this company was even made. I have some random email from them. I tried logging in to the account that they had on file and it said the account was deleted. This is a scam of a company and I will let everyone know it. They still owe me my $156 dollars until they pay me back I will not rest. If they ever wish to give me my money back then all they need to do is contact me and I am fine with getting my money back, and even deleting some of my negativereviews.
Business Response
Date: 09/04/2025
Hi Liam,

I am sorry to hear about your concern. Please allow me an opportunity to review everything and I will reach out to you. In the meantime,any communication regarding this matter is to be addressed via ********************************************** or ****************** Monday-Friday 9am-6pm EST.

Thank you,
***** Soto
Initial Complaint
Date:08/22/2025
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.
We had a contractual agreement with Shift 4 for credit card processing. Contractual obligations have been met as far as cancellation terms. The original contact was 3 years 2019 to 2022 and an additional 2 years 2022 to 2024 We canceled May of 2025.. They incorrectly stated our contract renewed on the very month we canceled, We were unable to speak to anyone with authority. They insisted we pay a "buy out fee" or pay 12 months of charges. They sent the list of charges including monthly fees and fees for handheld units we had sent back. In addition, they have attempted each month to withdraw "processing fees" in the amounts of 100's of dollars for transactions that they are no longer even processing. No statements reflecting what these charges represent are ever sent. In July alone it was over *******. We have been informed by other companies that have used Shift 4 that they have experienced similar unethical behavior. In order to prevent Shift 4 from what I call stealing money from our accounts we have had to block the transactions. My bank has contacted me saying the Shift 4 has tried to slightly alter their withdrawal info to get around the blocks. It is just disgusting. We were with Shift 4 for over 5 years and paying our end of the fees etc.. Probably overcharged. This sneaky practice of trying to charge an exorbitant "buy out" fee and continuing to attempt withdrawals for transactions that are literally not taking place has no place in the business world. I have made others aware of these practices.
Business Response
Date: 08/26/2025
Hi ******,

I am sorry to hear about your concern. Please allow me an opportunity to review your accounts and I will reach out to you. In the meantime, any communication regarding this matter is to be sent to ********************************************** or ****************** Monday-Friday 9am-6pm EST.

I look forward to speaking with you soon.

Thank you,
***** ****
Initial Complaint
Date:08/15/2025
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.
This company has fraudulently and unethically stolen money out of my checking account and refuses to refund it. They were never authorized to charge me fees but they did so anyways and now they are forcing me to pay an additional fee to stop doing business with their unethical company. I'm not the only business they have done this to as their call line is days on end with complaints. I am very seriously hoping this turns into a class action lawsuit because this business is unethical and has committed theft through wire fraud.
Business Response
Date: 08/20/2025
Hi ****,

I am sorry to hear about your concern. Please note that any and all fees are applied to account as per your Agreements. Please allow me an opportunity to review your accounts and I will reach out to you so we can discuss. In the meantime, any communication regarding this matter is to be sent to ********************************************** or ****************** Monday-Friday 9am-6pm EST.

I look forward to speaking with you soon.

Thank you,
******* S*******
Initial Complaint
Date:08/13/2025
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.
This merchant service provided me with a terminat that worked intermittently. It was replaced when someone hacked it. A year later the terminal screen said to update software and what to press. When I did, it quit working. I was too busy to call the company at the time. I wasn't using it for several months. When I discovered that they billed my bank $250. I called. They said it was an annual fee. I told them to cancel the contract and refund the fee as I would not be using their broken terminal. They did cancel but would not refund the illegally overpriced annual fee. They claimed it was in my contract agreement that I had signed that they could and would charge it. I pulled it out and saw that the fee line was blank. The agent said that the agreement stated they could charge what they wanted so long as they gave customers 30 days notice. However, it was up to the customer to log on every few days to get this notice. Nothing was sent to my email (which they had). The agreement stated their rules were in the Merchant Processing Agreement. The Merchant Processing Agreement stated the rules were on the Application Agreement I had signed. I was not given any rules when I sign the Application. The Company wishes their Customers to **** for them on their website. If I had known that they charge their Customers each month for using the terminal, charge their customers each month for NOT using the terminal, charge for canceling the 30 month contract, Charge for PCI compliance even though I had complied to it. Charged for an annual fee that they could change ***** nilly, I would not have joined. The annual fee began at $99. but this Aug 8, 2025 they charged me $250. even though I have canceled 7 days after I became aware of what they did. I will no longer use them. EVER AGAIN!. I also warn others about their shady practices.
Business Response
Date: 08/13/2025
Hi ****,

I am sorry to hear about your experience. Please allow me an opportunity to review everything and I will reach out to you. In the meantime,any communication regarding this matter is to be sent to ********************************************** or ****************** Monday-Friday 9am-6pm EST.

I look forward to speaking with you soon.

Thank you,
***** ****
Initial Complaint
Date:08/09/2025
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.
I am a small business owner and harbortouch shift was my processor for credit card payments. I recently closed down and called 30 days before and was instructed no fees would be taken out as long as I closed before August 1. I closed on July 28th and called them that day to close again was told no fees. August 1st I was charged ******. I called and was told this was a mistake and it would refunded. Got several emails saying resolved. I would get my refund but I had to wait. I been checking my account daily for this refund today I received an email saying it was fees for the last year. I was completely lied to and taken advantage
Business Response
Date: 08/12/2025
Hi ********,

I am sorry to hear about your disappointment. I have reviewed your account and see that your account is closed and the $291.01 you are referring to is a credit that was applied to your account on 8/10/********* review your bank statement and feel free to reach out to our team directly should you have any additional questions regarding this matter via ********************************************** or ****************** Monday-Friday 9am-6pm EST.

Thank you,
******* S*******
Initial Complaint
Date:08/06/2025
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.
I'm processing my credit card payments with Shift 4 Payments. On August 1, 2025, Shift 4 Payments charged my account with $500.00 for an "anual fee" becauset they are offering a 24/7 service, unlimited replacement of equipment and something else that I didn't ask for.When I talk with their customer service, an assistant say that they can refund me the amount only if I extend my current contract for another year, after the termination of this contract, that in my case is December 2025. That means that I'm in the obligation of working with them one more year, something that at this point, I don't like because of the obligation per se. If I decide to cancel my contract today, I'll be charged with an early termination fee.
Business Response
Date: 08/08/2025
Hi *****,

I am sorry to hear if your disappointment. Please allow me to review everything and I will reach out to you. In the meantime, our team can be reached directed via ********************************************** or ****************** Monday-Friday 9am-6pm EST.

I am looking forward to speaking with you soon.

Thank you,
******* Schaffer
Initial Complaint
Date:08/05/2025
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.
Sales re (pineapple POS) never disclosed contract said we were signing for 12 month free equipment. We completed our 12 months of service as stated then we were hit with a cancellation fee that was again never disclosed. We would never switch howevver the system never worked we had crash after crash techs on site filling out tickets etc. Nothing was ever resolved except the excuse of it was our internet. We have 6 other locations with the same issue we all cant have bad internet. I would like:Cancellation fee - $1215.70 Gift Card report fee -$1000 Annual program fee - $250 (charged after I cancelled) refunded
Business Response
Date: 08/08/2025
Hi *******,

I have been assigned to help you with your concern. Please allow me to review everything and I will reach out to you. In the meantime, our team can be reached directed via ********************************************** or ****************** Monday-Friday 9am-6pm EST.

I will be reaching out to you soon.

Thank you,
***** ****
Customer Answer
Date: 08/21/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

******* ****

Customer Answer
Date: 09/20/2025
This has not been resolved and I have not received any communiction form SHIFT4. They have not contacted communicated or processed any refunds
Customer Answer
Date: 10/01/2025

This has not been resolved and I have not received any communiction form SHIFT4. They have not contacted communicated or processed any refunds
Business Response
Date: 10/01/2025
Hi ****,

I am sorry to hear about your disappointment. I will try to reach out to you again. In the meantime, any communication regarding this matter is to be address via ****************** or ********************************************** Monday-Friday 9am-6pm EST.

I look forward to speaking with you soon.

Thank you,
***** ****
Initial Complaint
Date:07/12/2025
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.
Shift 4 is holding our payment for our merchant account after they assured us they would process our business. We are a kratoam distributer and they claimed we could easily do over $100K in volume a month as long as they setup our configuration to mask the traffic. It was working very well but then they decided the rates were not high enough and wanted more cut in the sales. This was a high risk business and we did not have ability to change the rates easily without other issues. They refused to negotiate then held our pending funds until we agreed to their new rates. Not a good business to deal with when they change their contracts on a whim. We attempted to escalate to management but they threatened us that they would shut down our business too if we said anything else. They said they have guys in ***** that can do this easily to us but never heard from them again. Overall would say not the best company to deal with in the payments industry. Shift 4 owes our reserve payout and has not provided it to us after several months of messaging with their ****
Business Response
Date: 07/16/2025
Hi ****,

I am sorry to hear about your disappointment. Please allow me an opportunity to review everything and I will reach out to you. In the meantime, any communication regarding this matter is to be sent to ********************************************** or ****************** Monday-Friday 9am-6pm Eastern.

I am looking forward to speaking with you soon.

Thank you,
******* S*******
Initial Complaint
Date:07/01/2025
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.
As the owner of ****************** (***** ****), I contracted with Shift4 (07/24/2024) for a POS system. Dual-language printing was explicitly communicated as a critical need, but Shift4 failed to deliver this key functionality, as also confirmed by their IT support. Despite the non-functional system, they initiated unauthorized billing claiming the system is "live," which is invalid since they have not processed any of our customer transactions. The billing amount has been ongoing, despite my repeated requests for a refund. I seek a refund of $849.86 for disputed charges. Their system was never fully functional & support was uncooperative. The company's practices were unethical and costly.
Business Response
Date: 07/03/2025
Hi *****,

I am sorry to hear your disappointment. Please allow me an opportunity to review everything and I will reach out to you. In the meantime,any communication regarding this matter is to be sent to ********************************************** or ****************** Monday-Friday 9am-6pm EST.

Thank you,
***** ****
Customer Answer
Date: 07/03/2025
[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: 23541164

I am rejecting this response because:
I cannot close the case as the company has not yet resolved the issue.
Regards,

***** ****

Business Response
Date: 07/07/2025
Hi *****,

Please note that we were closed to honor the 4th of July holiday. I will be reaching out to you shortly.

Thank you,
***** ****
Business Response
Date: 07/08/2025
Hi *****,

I have been trying to reach you by phone so we can discuss your account. Given the safety and security of your account, we will need to discuss with you directly.I will be reaching out to you again shortly.

In the meantime, any communication regarding this matter is to be sent to ********************************************** or ****************** Monday-Friday 9am-6pm EST.

I am looking forward to speaking with you.

Thank you,
***** ****
Customer Answer
Date: 07/14/2025
[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: 23541164

I reject Shift4's response.
On 7/8, Ms. **** from Shift4 offered to proceed with the installation with dual language support as a resolution, but this ignores the core issue: Shift4 initiated billing before providing a functional system, constituting a breach of contract. Shift4's position that I must pay a cancellation fee to terminate a contract they failed to uphold is unethical. To resolve the lack of refund, I have contacted the ****************************, and I plan to contact my state legislators soon. I request that the BBB further investigate Shift4's deceptive practices and help facilitate a full refund of the disputed charges.

Regards,

***** ****

Business Response
Date: 07/14/2025
Hi *****,

I am in receipt of your response. You can review your banking statement to see that several credits have been applied to your account. I will reach out to you so we can discuss your account and how you would like to proceed.

In the meantime, any communication regarding this matter is to be sent to ************************************************ ****************** Monday-Friday 9am-6pm EST.

I am looking forward to speaking with you again.

Thank you,
***** ****
Customer Answer
Date: 07/22/2025
[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: 23541164

I am rejecting this response because:
Shift4 representative sent an email outlining Shift4's position and proposed options. However, I must reiterate that I find Shift4's stance unacceptable and these "offers" do not address the core issue: Shift4 Payments failed to provide a functional POS system as agreed upon in our contract. As the submitted email shows, even Shift4's own employee acknowledged that the system never GO LIVE" not due to my inaction, and that Shift4 needs to ensure fairness and maintain goodwill, so he submitted an internal ticket to review the fees.
I am rejecting their offer specifically because:
-The fees being charged are unjustified, as Shift4 has never delivered a system capable of dual-language printing, a requirement explicitly communicated from the outset.
-We never reached the "Install Date" as defined in our contract, so any "inactivity" fees are baseless.
-The first "offer" to proceed with installation at this late stage does not compensate for the months of unauthorized billing and the inconvenience caused to my business.
-Additionally, the second "offer" to pay Shift4 $3,931.62 as a "cancellation" fee and a past due balance of $814.48 for their failure to provide proper installation further demonstrates their deceptive practices and warrants further investigation from the authorities.
-If we had followed Shift4's initial recommendation to discontinue our existing POS system, we would have had no way to process transactions, and Shift4 would be responsible for our financial losses.
In addition to the fees I am disputing, I also request Shift4 to remove its equipment from my premises at their own expense within 30 days. Otherwise, I will not be responsible for them.
Kind Regards,
***** ****
Business Response
Date: 07/22/2025
Hi *****,

As you are already aware, you were provided with information in order to address your POS concern which still remains available to you. You have also been provided with option to move forward or if you choose to close your account. Please review the information that has been sent to you and let us know how you would like to proceed.

I will reach out to you again and can be reached via ****************** or ***********************************************

Thank you,
***** Soto
Customer Answer
Date: 07/30/2025
[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: 23541164

I am rejecting this response because:

This response is insincere. It doesn't provide a real solution I was provided a POS system with service billing, but never the promised product. Even per Shift4's internal emails, the contract was never live. The support has been awful, and I cannot move forward if the resolution is to not follow their end of the contact. For these reasons, I have contacted your team to reach a fair end and will further escalate until a just answer is reached.
Regards,

***** ****

Business Response
Date: 07/30/2025
Hi *****,
Prior to this concern being escalated to Legal Support, Tech Support had requested information in order to assist you and you remained unresponsive. You had received some courtesy credits as well in an effort to assist you. Once your concern was escalated to our team, you were provided with some options for retention of your account or closure of your account and we are waiting to hear how you would like to proceed. If you would like to resolve this concern, then please review the options we have provided to you and let us know how you would like to proceed or contact us directly via ****************** or ********************************************** for expedient service.
A friendly reminder that your courtesy offer is valid until August 16, 2025. Please let me know if need any additional time or have any additional questions regard this matter.
Thank you,
***** ****

Customer Answer
Date: 08/16/2025
[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: 23541164

I am rejecting this response because:
Shift4's response is misleading. I did not remain unresponsive to Tech Support; in fact, we have provided the requested information (menu), and even the foreign characters on each menu item as requested, but they were unable to install system per the agreement: the system could not do dual-language printing. Their "offer" does not address how Shift4 began unauthorized billing before the system was installed and functioned properly. As I have already stated, and replied back in an email dated 8/5/2025 (attached), which they have not yet responded to, I reject their characterization of the offer and demand a full refund as they are in breach of contract per the MERCHANT PROCESSING AGREEMENT MERCHANT APPLICATION. No "Install Date" was ever completed, and neither was the menu programmed for our restaurant's specifications:
3d. Trial Period: Merchant may cancel the Service Agreement without any penalty within thirty (30) calendar days from the Install Date (Trial Period).
5b. Activation of Equipment: Upon installation of the Equipment at the Merchant Location, Merchant represents and warrants that: (i) Merchant received and accepts the Equipment; (ii) customization of the Equipment and/or Software (for example, the menu) was satisfactorily programmed to Merchant's specifications."
Regards,

***** ****

Business Response
Date: 08/18/2025
Hi *****,

As you are already aware, you were provided with information in order to address your POS concern which still remains available to you. You have also been provided with option to move forward or if you choose to close your account. Please review the information that has been sent to you and let me know how you would like to proceed.

If you would like an opportunity to address this matter, then any communication regarding this matter is to be sent to ********************************************** or ******************.

I will reach out to you again so we can discuss.

Thank you,
***** Soto
Customer Answer
Date: 08/26/2025
[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: 23541164

I am rejecting this response because:

Shift4's response is simply a canned message that avoids addressing the key issue: billing began months before the first equipment was installed, which was also confirmed in their internal email. I have provided all information multiple times, yet they have simply ignored it. I will escalate this through other avenues, including potential legal proceedings, as well as sharing my experience publicly for the awareness of other business owners.
Regards,

***** ****

Business Response
Date: 09/09/2025
Hi *****,
As you are already aware, you were provided with information in order to address your POS concern which still remains available to you. You have also been provided with option to move forward or if you choose to close your account. Please review the information that has been sent to you and let me know how you would like to proceed.

If you would like an opportunity to address this matter, then any communication regarding this matter is to be sent to ********************************************** or ******************.

I will try to reach out to you again so we can discuss.

Thank you,
***** Soto
Initial Complaint
Date:06/26/2025
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.
Overcharging credit card processing fees by about 61%. Wont adjust until I sign a new 30 month contract
Business Response
Date: 07/02/2025
Hi ****,

I am sorry to hear about your disappointment. The owner of this account has not approved you to be able to address their account on their behalf. That said, I certainly want to be sure to assist you. Please allow me an opportunity to review everything and I will reach out to the owner and see what can be accomplished.

In the meantime, any communication regarding this matter is to be submitted to ********************************************** or ****************** Monday-Friday 9am-6pm EST.

Thank you,
******* Schaffer

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