Complaints
This profile includes complaints for Shift4's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 131 total complaints in the last 3 years.
- 32 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/15/2023
Type:Status:ResolvedMore 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 have been trying to close my account for a while now. I keep getting the run around. The latest try started in January of 2023 when I called customer service. I was transferred multiple times, then I finally got someone that got all the information, said she submitted everything that was needed and someone would be reaching out to me soon if anything else was required. I received an email with a ticket number and no other information. I figured everything was taken care of. In February I noticed that fees had been taken out again. So I reached out via the email with the ticket number asking about the cancellation. I received no response. It is now March with no response and the fees have been deducted yet again. I just talked with customer service again and was told I would receive cancellation paperwork in 24 hours. We will see.
Business Response
Date: 03/21/2023
Hi ******,
I thank you for the opportunity to assist you. I am sorry for any misunderstanding. You were informed that a Cancellation Form would be sent to you and was on 3/17. As of this message, it has not been returned. It was sent to the same email address used for this concern so please check your junk and spam folders just in case.
You will notice on the form that it indicates that the account will be closed immediately and will be once returned.
Please do not hesitate to inquire should you have any additional questions via ****************** for immediet service.
Thank you,
*******************
Legal Support
Shift4
************ x**** | fax ************
*******************************************************************************
**********************************************Customer Answer
Date: 04/13/2023
[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 ********. The cancellation request was received after this complaint was filed. I had requested the closure multiple times previously and never received anything, until this complaint was filed. At this point I am just glad to be done with this company and would strongly caution others against using them. I wish I had looked them up prior to signing a contract with them.
Regards,
*************************Initial Complaint
Date:03/04/2023
Type:Status:ResolvedMore 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.
Hello,I own a restaurant and my agent (*************************** of ********) talked me into getting a credit card machine from Shift4 company since Feb. 28th, 2022. 1) During the year, we'd found a couple of times our customers got charged twice. NOT sure how many more that got charged doubled without our awareness, probably a lot more. 2) when i received my Dec. 2022 statement, it charged me TWICE on the annual Regulation Compliance Fee. Then when I called to complain, they blaimed on their accounting software errors. 3) Now, my 1099-K that they sent me, the total gross sales showing $18,000 above the actual number that I generated myself, using the PORTAL LOGON ACCOUNTS that they'd created for me. Therefore, i cannot trust them and want to cancel the contract but they won't let me. AND, instead they automactically renewed the contract without my awareness and got me stuck for another year until Feb. 2024. Therefore, I report this to the BBB and hope you can help me : 1) to get them cancel my contract immediatly. 2) they need to explain the $18K discrepancy on the 1099-K or else they will need to compensate me back for the taxes i am paying the IRS based on the Exceeded amount. Thank you so much for all your help !! have a great day ! Very Sincerely,*** *************)Business Response
Date: 03/10/2023
Hi ***,
I thank you for the opportunity to assist you. I have reviewed your concern and account and will reach out to you to discuss your options. In the meantime, please feel free to reach out to ** directly for expedient service ******************.
Thank you,
***************o
Legal Support
Shift4****************** | fax ************
2202 N. Irving St. | Allentown, PA 18109
[email protected]Customer Answer
Date: 03/15/2023
The case number is ********. The rep. from Shift4 had called and we both agreed and had resolved the issue. so, i would like to close the case. Please help ! thank you very much. BBB is very helpful in helping us to resolve the issue. Thanks again! ***Initial Complaint
Date:02/24/2023
Type: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 has been charging my company for the last several years (I just realized this became of a direct withdrawal from the checking account) after I cancelled the service.The amount stolen is over $5700.00 they said they would give me 3 months back and that is it. Lawsuit will be coming soon.Business Response
Date: 02/28/2023
***********,
I am sorry to hear of the difficulty that you may have experienced. The billing that has occurred is as per your Processing and POS Agreements. As per your agreements, you can provide a formal letter indicating need to close account. It is my understanding that we sent you a cancellation form which you approved on 2/18/23 which indicates we would close the account immediately. The account has been closed.
In an effort to assist you, I will reach out to you. In the meantime, feel free to call ************ x**** for expedient service.
Thank you,
*******************
Legal Support
Shift4
************ x**** | fax ************
2202 N. Irving St. | Allentown, PA 18109
**********************************************Initial Complaint
Date:02/17/2023
Type: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 requested through Customer Service that our account be placed on hold as we are revamping all of our products and pricing. We were told this was ok and it would be reflected on our account. We recently received an email saying they couldn't charge our card and when we checked we noticed we have been charged every month since our conversation. We have been trying to get in touch with billing for months but keep getting transferred around on top of being told they can't find our account. When they do they transfer us again and we either end up getting disconnected or when told someone would contact us no one ever does. We found out today that the billing department can only be reached by email. We want all of our files that we paid to have created. Today we were told there was no record of our calls or requests. How does this happen when we have literally called 3 plus times this week alone. There is no cut and dry way to do anything with this company and it appears they are huge scammers. The BBB needs to do something about this wretched company and their unethical practices. If this continues with them we may need to contact a lawyer to get this matter resolved. We hope Shift 4 can fix the errors they've made but we have very little to no hope. Someone needs to see this business is doing wrong by so many customers.Business Response
Date: 03/16/2023
Hi *****,
I believe we already responded to this concern so was surprising to see this notice. That being said, we have made several attempts to reach out to you directly. ******* called on your behalf and was also informed that we need to speak with you. I will attempt to reach out to you again. In the meantime, please feel free to contact me at ******************.
Thank you,
*******************
Legal Support
Shift4
************ x7525 | fax ************
2202 N. Irving St. | Allentown, PA 18109
**********************************************Initial Complaint
Date:02/17/2023
Type:Status:ResolvedMore 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 sold the property that used this business in February 2022. Since that time we have called at least 10 times, with multiple tickets being opened, by previously employees of the sold business, myself, employees of the parent company of the business, and no one will close our account for us. And we automatically being charged monthly by ACH to our bank account. The amount has now raised to over $500 per month as of January 2023. Every time someone calls, they tell us something to do, we do it, and then once calling back they tell us there is something else that needs done or that they need to do something still on their end. And then nothing is done and we are charged again monthly. I have never dealt with a company that will not close an account for a service not being used for over a year.Business Response
Date: 02/28/2023
Hi *******,
I am sorry to hear of the difficulty that you may have experienced. Unfortunately, since you are not the authorized signer for this account, we are unable to assist you with this request. That being said, we will reach out to the authorized signer and see if there is anything we can do to assist,
Thank you,
*******************
Legal Support
Shift4
************ x**** | fax ************
2202 N. Irving St. | Allentown, PA 18109
**********************************************Customer Answer
Date: 03/15/2023
[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 only because I was called and the account was closed. After our CEO had to get involved and it still wasn't resolved. Our account was automatically charged over $2,000 in a service that we didn't use. Shameful to take money from a company actively trying to close their account.
Regards,
*******************************Initial Complaint
Date:02/08/2023
Type: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 have been charged $5500 + other fees for items that have been returned and after many attempts to get our money back, have not been able to get our money back, The processing company withdrew the money even though they recieved the items back.Business Response
Date: 02/08/2023
Hi *****,
I am sorry to hear about your concern. Unfortunately,the owner of the account has not authorized you to be able to address the account. That being said, I have reviewed the account and the charge occurred prior to the return. I will reach out to the owner and see what can be accomplished.
Thank you,
*******************
Legal Support
Shift4
Powering the top brands in POS technology
****************** | efax ************
*********************************************. | ********** ** *****
**********************************************Initial Complaint
Date:02/07/2023
Type: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.
When opening my store I signed up in a 1 year contract with shift 4. When that year ended my fees went up and I decided to work with a different company and send back the shift4 equipment. During this time I was told I was automatically signed up for another year's service, without notice or consent. Shift4 is now claiming I must pay the end of the contract because I signed up for the 2nd year. I dont agree to these charges, I was never told I would be automatically renewed, or would continue to pay their company. I have been contacted by phone, email, and usps mail that I owe these fees and shift4 will not end taking my money until June 10 2023. The calls and emails have become harassing customer service and collections have been rude and all refuse to end this.Business Response
Date: 02/07/2023
Hi *****,
I am sorry to hear about your disappointment.As you are already aware, when you executed your agreement there were terms and conditions that you agreed to and that did include the renewal. That being said, I have reviewed your account and concerns and I will be reaching out to you so we can discuss. In the meantime, please feel free to contact us directly via ******************.
I am looking forward to speaking with you soon.
Thank you,
*******************
Legal Support
Shift4
Powering the top brands in POS technology
****************** | efax ************
2202 N. Irving St. | Allentown, PA 18109
**********************************************Customer Answer
Date: 02/22/2023
[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: ********
I am rejecting this response because: ************ has called **** ** ****** and has proceeded to argue with and accuse ***** of being non-compliant with the terms of the contract. *********** has also made allegations that thousands of dollars are still needed to bring this contract to an end. All equipment was returned and the account has been closed. No other processing company has these standards of paying till the end of a contract thar isn't being used. I am a small company and cannot afford the harassment I am receiving or the accusation of the amount still remaining on a closed account for services and equipment not being used. I feel Shift4 is taking advantage of small print in their contract and lack of communication with business owners to continue taking money for their own personal gain.Regards,
*********************Business Response
Date: 04/24/2023
Hi *****,
We thank you for brining this to our attention. The agreements that you executed indicate the length of service and you agreed to make monthly payments instead of paying upfront for customized state-of-the-art system. You requested a breakdown which has also been provided to you along with a reminder that your end of term is 6/10/23 so the fees are valid and you will need to address your past due balance.
Please do not hesitate to inquire should you have any additional questions regarding this matter.
Thank you,
***********************
Legal Operations Manager
Shift4
****************** | eFax ************
2202 N. Irving St. | Allentown, PA 18109
**********************************************
Protection and Privacy Notice: This communication, along with any attachments, is covered by federal and state law governing electronic communications and may contain confidential and privileged information. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution, or copying of this message is strictly prohibited. If you have received this message in error, please reply immediately to the sender and delete this message.Initial Complaint
Date:02/06/2023
Type: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.
In January of 2023 I noticed a $212.40 charge that I did not authorize. I called and complained, but the agent I spoke to had no idea what it was for and would not offer a refund. I informed them I was unhappy and wanted to cancel my service. I was informed that my service would be canceled and that my equipment would need to be returned within 2 weeks. I returned my equipment and thought that was the end of my troubles. I was wrong. 3 weeks later I noticed a $32.50 charge from shift4. I called them back and was informed that durring cacelation, I had unknowingly signed a service contract with them to allow them to continue to bill me till december of 2023. I now have no equipment and no way to use their services and yet I am still being billed.Business Response
Date: 02/07/2023
Hi ********,
I am sorry to hear your disappointment. I have reviewed your account and the amount was for your December statement fee which was billed in January. Your authorization was provided by executing your agreement which indicates expected charges. I also was able to see that you have executed a cancellation form which indicates your end of term. I will reach out to you so we can discuss. In the meantime, please feel free to reach out to me directly at ****************** for expedient service.
Thank you,
*******************
Legal Support
Shift4
Powering the top brands in POS technology
****************** | efax ************
*********************************************. | ********** ** *****
**********************************************Initial Complaint
Date:02/02/2023
Type: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 want to report this company ,in October 2022 One agent come offer me better price on the price to use the credit card and handheld for my restaurant , he said cost $40.00 for month they send 2 handheld ,we use for 2 day and was a disaster i call him and he said he was not on the state but he is going to fix ,Never happening ,I tell him i want to back the equipment so i need address to send and he said Don't worry I will to fix and the company Shif 4 they kept taking money from the bank ,I try to call customer service and they kept me on hold for long time or sometimes they hung up on me ,I was finally able to contact someone and let them know that the restaurant we would closed forever December 31 2022 and I needed to return the equipment and they send me an address ,and I returned it ,it and they still in January they took out more money and today an amount more .I don't have anymore the restaurant ,and money ,i Try to call and no answer .This bad decision until today it cost me $529.34 for using his equipment for 2 days ,Please help me to STOP this and to get my money Thank you so much.Att *********************Business Response
Date: 02/03/2023
Hi ***,
I thank you for allowing me an opportunity to assist you.Your agreement was for 1 full year and simply returning the equipment does not change the contractual terms and conditions. That being said, I will review everything and reach out to you and see what can be accomplished. In the meantime, please feel free to contact me directly at ****************** if you prefer.
Thank you,
*******************
Legal Support
Shift4
****************** | eFax ************
*********************************************. | *********, ** *****
**********************************************Initial Complaint
Date:02/02/2023
Type:Status:ResolvedMore 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 September 9, 2019 I signed into contract with *** for the use and support with ********* and Shift4 Processing. This was stated as a three year contract. For the next three years we had nothing but POS issues, credit card processing issues and customer support issues. When my contract was finally up, I attempted to move on to a new POS company. I attempted to cancel my services with *** and Shift4. Three months later I was still getting charged processing fees. Several phone calls later, and several customer service agents later I was informed that during COVID they moved their contracts to one year with Auto Renewal built in. When I asked if I was ever notified of this change, they informed me I could find the information on their website? They could not produce a signed contract from me signing.Business Response
Date: 02/03/2023
Hi ****,
I thank you for allowing me an opportunity to assist you. Unfortunately, the owner of this account has not approved you to be able to address. I will reach out to the owner and see what can be accomplished. In the meantime, please feel free to let the owner know that they can contact me directly at ****************** if they prefer.
Thank you,
*******************
Legal Support
Shift4
****************** | eFax ************
*********************************************. | *********, ** *****
**********************************************Customer Answer
Date: 03/03/2023
[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 been contacted by the business in reference to complaint ID ********, and they have offered a resolution that is satisfactory to me.
Regards,
*******************
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.