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

131 total complaints in the last 3 years.
33 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:11/08/2024
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 signed up with Shift4 after their predatory **** contacted me. Ive had nothing but problems and when I tried to cancel my contract they told me I owe almost $2,000 dollars to buy out. They can amend their contract by deceptive fine print and they dont TELL you theyre doing it. They hide the information on your login under a NOTIFICATION tab where one would never look. Its deceptive and morally wrong and they do not care. Its impossible to talk to them they keep transferring your call around just hoping you will give up. Save yourselves from this headache and just do a quick ****** search of shift4 scam.
Business Response
Date: 11/13/2024
Hi *****,

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

I look forward to speaking with you soon.

Thank you,
***** ****
Customer Answer
Date: 11/13/2024
[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: 22532039

I am rejecting this response because:
I have been in contact with ***** ***** since last week. She knows the company uses deceitful contracts and hides their contractual amendments so people cant respond in their timeline. I paid my ***** early termination fee and sent her machine back and shes yet to send me a letter saying that our contract is null and void like promised.

Regards,

***** ******

Business Response
Date: 11/14/2024
Hi *****,

Thank you for allowing me to assist with this matter. You have accepted a settlement offer to conclude your contractual obligations early, following your decision to switch processors. This offer does not imply any admission of misconduct but was extended as a courtesy to support your request.

If you would like to rescind this offer, please contact me immediately at ******************.

Thank you,
***** ****
Customer Answer
Date: 11/14/2024
[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: 22532039

I am rejecting this response because: oh no Im done with you people. The world needs to know that your contracts are very shady and you hide important terms by not emailing your merchants but hiding them under a location tab.

Regards,

***** ******
Initial Complaint
Date:11/05/2024
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.
Shift 4 (formally harbortouch) has been charging me a fee on a business account that I closed in 6/22. I sold my business had my account manager cancel account as well as me calling for my final batch. They never confirmed by email or phone they claim they called but when I asked for the phone number they had on file it was wrong. This pos system has not had a charge on it since the day it was sold that along with a canceled llc tax id # and valid liquor license which was transferred to new owners. This went unnoticed on my end due to the change in ownership and name of the company. I thought the payment was for a loan I had outstanding. The only reason for this being brought to my attention was my bank notifying me of charge after I closed out account. I was also informed by my harbor touch representative that I was removed from his customer list when company changed over to shift 4 which on his end looked as if account was closed. Otherwise he would have seen it still active after change over. That being the case he would have notified me right away. This is not a small amount of money. This is money I need for my family. To say there is nothing that can be done is not good enough. They should do the right thing it is clearly a clerical error. No services were rendered since May 31st 2022 nor was there a valid business generated. They had my home mailing address as well which nothing was mailed. They had my phone number wrong. On my contract is correct and clearly noted. I wish to be refunded $7443.71
Business Response
Date: 11/12/2024
Hi ******,

We appreciate the opportunity to continue assisting you. As you know, a settlement offer has been provided, and we are awaiting your response. For security reasons, please note that this is not the appropriate forum to discuss this matter. Our Legal Support team remains available should you wish to discuss the details of the settlement offer extended to you.

Legal Support
******************
Monday-Friday, 9 am - 6 pm ET
************************************************************************

Thank you,
***** ****
Initial Complaint
Date:10/31/2024
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.
Very predatory services. I closed my account with them several month ago and I got charged today $250. First, I'm unsure why they keep my financial information since the account was closed long ago. Second, My monthly payment was a lot less than $250. when I had my account, I called them to get it fixed and instead of just refunding it as they should. They admitted it was their mistake, yet they say they have to "Analyze it with the manager". instead of just refunding right away. They for sure took the money right away and it posted immediately. Yet.. takes forever to refund. They also caused my bank to go into overdraft because it was not planned so thats' another expense on my end which is not cheap since it will go up the longer it stays overdraft and unfortunately I have specific dates on deposit which will not go until about a week.
Business Response
Date: 11/08/2024
Hi ********,

I am so sorry to hear about your experience and appreciate the opportunity to assist you. I have taken an opportunity to review your account and the cancellation charge was valid; however, an exception was previously approved for you and the refund was applied on 11/7/24. Please reach out to our team directly if you do not see this refund in your account in a couple of business days. We can be reached via ********************************************** or ****************** Monday Friday 9am-6pm Easter.

Thank you,
***** ****
Initial Complaint
Date:10/28/2024
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 have closed my business in November of 2023. We have sold the building and closed our business. Shift4 is continuing to state that we are still open as a business when we are not, the representative that continues to state that we are open is not quite listening when i have stated multiple times that we are closed. The investment company who purchased the building from us has plans to demolish the building. We no longer have anything to do with operating a business and Shift4 continues to state that we owe them $3000.00 in processing fee and early termination fee. We never even used Shift4 for any processing of credit card payments., we were also told when a representative showed up to try to get us to do processing fees with Shift4, that we would never have to pay for anything unless we use their service and never mentioned anything of having to pay a termination fee. We found out later that they have been deducting $90.00 every month for a service we never used.
Business Response
Date: 10/28/2024
Hi Yalan,

I am sorry to hear about your situation. Please allow me an opportunity to review everything and I will reach out to you. In the meantime,our team can be reached via ********************************************** or ****************** Monday-Friday 9am-6pm Eastern.

Thank you,
******* S*******
Initial Complaint
Date:10/23/2024
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.
**********************'s assets including computer system which this software was used was foreclosed on in December 2022 by a company in ********; Shift4 continued to try to charge ********************** for software being used on new owner's systems despite reporting in 2023 that this was no longer in possession of **********************. In June/July 2024, Shift4 filed collection on ***** *****, listing it on personal credit report. ***** ***** has no affiliation with the owners and users of the software who took possession of it in December 2022. Shift4 referred ***** ***** to the credit/collection agency and the agency referred ***** ***** back to Shift4.I'm seeking removal from credit report and reparations to ***** ***** to account for damage to credit report and increased bank fees and interest rates on personal loans as a result of the inappropriate filing
Business Response
Date: 10/25/2024
Hi *****,

I thank you for the opportunity to assist you. Please allow me an opportunity to review everything and Ill reach out to you. In the meantime, you can reach our team via ********************************************** or ******************.

Thank you,
***** ****
Customer Answer
Date: 10/29/2024
[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: 22464778

I am rejecting this response because: Their response does not address the complaint; it merely says they are looking into it.

Regards,

***** *****

Business Response
Date: 11/12/2024
Hi *****,

As per our conversation, I tried to reach the gentlemen you suggested on your behalf and he remains unresponsive. You will need to reach out to him yourself and let know that we can assist you with the return of the Shift4 equipment. In the meantime, we have written off your other past due balance as a courtesy. You remain responsible for the return of the equipment and we can provide you with *** return labels when you are ready.

Legal Support
******************
************************************************************************

Thank you,
***** Soto
Initial Complaint
Date:10/16/2024
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.
On August 24, 2024, I contacted Shift 4 *********** to have a change of ownership completed as I am the new bar manager/owner of the social club. I have supplied all forms and required documents at least 5 times. Underwriting is now refusing to acknowledge the emails or receipt of the documents. We are a **** volunteer fire company organization whose profits fund the fire company. We currently are shut down and cannot reopen until we can access our account and cancel our service. Which they wont let me do until the change of ownership is done. We will have to get an attorney involved as we are now u losing money.They continue to take payment from our accounts despite us no longer using the system nor wanting this service. They are refusing to let us cancel even though our contract has long been up.
Business Response
Date: 10/21/2024
Hi ********,

I am sorry to hear that you may be having some difficulty. I have taken the opportunity to review the account and see that the Authorized Signer form was approved and changes updated on 10/17/24.Requested manual override and update of your email address was completed on 10/18/24. Any billing is in accordance with the executed agreements. In an effort to help you, I would like the opportunity to discuss your account and see what can be accomplished. We will reach out to you. In the meantime, please feel free to contact our team directly via ********************************************** or ****************** Monday-Friday 9am-6pm Eastern.

Thank you,
***** ****
Initial Complaint
Date:10/13/2024
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.
This issue happened before, twice over three years. A customer, Customer A, comes to our restaurant and pays with a Amex card. Later in the same evening, another customer, Customer B, pays with a credit card; we swipe the card (using chip), ticket comes out as usual, we take the card and ticket back to the customer to sign, BUT the ticket that came out has Customer A's name and last four numbers on it--customer A is being charged in place of customer B. If this happens when we are very busy, no one notices--not our staff, nor Customer B. The day after Customer A notices the extra charge and calls us to complaint, understandably so. We call Shift 4 to get a refund for the customer and complain that the mistake seems to be within their system. Our *********** ****** has checked everything on their end, and see no sign of fraudulent transactions on our part. This actually happens once when I was the one swiping the card, and I happened to know the customer who noticed the error on the printed ticket.Shift 4 refuses to take any responsibility, even though when this happens, they "resolve" the case by updating their software on our credit card processing machines. They refuse to reimburse the money we have to refund our customers because of errors or bugs in their system,This happens usually in cluster-we will get two or three calls from customers. We call **********************, they update the system. All good for a year or so. But we are the one paying for the refunds. So far, this has cost us about 1000 dollars. Image shows most recent issue. Only the ticket on the right is legit. The two others were transactions that took place later in the same evening.
Business Response
Date: 10/21/2024
Hi ******,

I am so very sorry to hear about the difficulty you may have experienced. Please allow me an opportunity to research everything and I will reach out to you. In the meantime, our team can be reached via ********************************************** or ****************** Monday-Friday 9am-6Pm Eastern.

Thank you,
***** ****
Customer Answer
Date: 10/22/2024
[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: 22418168

I am rejecting this response because: Shift4 has offered "to research" the issue before, we have several emails to prove that there were back and forth with team members. Not once was the conclusion to these researches other than "there is nothing we can do except upgrade your system" which has already been done and doesn't change the fact that we are the one who pay for the refunds to the customers, not **********************. I will refuse any response from Shift4 that doesn't involve taking at least the basic financial responsibility of paying us back for the refunds we had to do to our customers.

Regards,

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

Business Response
Date: 10/24/2024
Hi ******,

I am sorry to hear of your disappointment. I would like the opportunity to see what can be accomplished. I will be reaching out to you today since our team has not had an opportunity to speak with you directly. I look forward to speaking with you shortly.

Thank you,
***** ****
Customer Answer
Date: 10/25/2024
[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: 22418168

I am rejecting this response because:

Regards,

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

Customer Answer
Date: 11/11/2024
We were told by a Shift4 representative that they are investigating the issue, and that someone would reach out to us. So far, we haven't heard anything from them. We would like to keep the complaint opened until the matter is resolved. Thank you.
Business Response
Date: 11/22/2024
Hi ******,

I am sorry to hear that you have not been contacted. I will reach out to the team and follow up with you. In the meantime, our team can be reached via ********************************************** or ******************.

I am looking forward to speaking with you soon.

Thank you,
***** ****
Initial Complaint
Date:09/27/2024
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.
On 9/19/2024 our Skytab POS system had a major technical issue that resulted in almost $1,000 worth of tickets completely disappear. The correct amount of money was deposited, but the reports are incorrect and do not include the tickets that disappeared. They do not show up in any transaction reports or in Lighthouse AT ALL. I only have the physical merchant copies of the credit card receipts which only show the gross total + tip amounts. Therefore I cannot figure sales tax, gratuity, discount, ect amounts!! Ive called Support about this twice and they have been no help whatsoever. I was told they couldnt be found and blame our internet for the problem. I would really appreciate if someone that can actually help me resolve this please reach out to me as soon as possible.
Business Response
Date: 09/27/2024
Hi ******,

I am sorry to hear about the difficulty that you may have experienced and appreciate the opportunity to assist. Please allow me an opportunity to review everything and I will reach out to you. In the meantime, our team can be reached via ****************** Monday-Friday 9am-6pm ET.

Thank you,
***** ****
Initial Complaint
Date:09/10/2024
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.
We had Shift4 services for years but we moved *********** so we cancelled our subscription to Shift4. They confirmed confirmation of our cancellation etc but still in January of 2024 they illegally pulled funds from our account totaling $6k despite the cancellation. It look us 4 months (May 2024) to get ahold of someone at shift4 who would provide us a status for refund. We were told they could refund us immediately if we still let them have access to our bank account. We told them given the illegal pulling of funds from our account originally that wasn't going to happen and to send a check. They said it would take ***** weeks. As soon as we hit 12 weeks and we demanded immediate repayment they stopped responding. They have already acknowledged they pulled the funds inappropriately and acknowledged (all via emails) that we are due a refund and now have refused to respond to us on status of repayment.
Business Response
Date: 09/11/2024
Hi *******,

I thank you for the opportunity to assist you. I am unable to locate an account based on the information provided. Please contact our team directly via ****************** for expedient service.

Thank you,
****************************;
Customer Answer
Date: 09/11/2024
[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: 22265543

I am rejecting this response because the attached pdf email provides multiple employees at Shift4 who are well aware of our account and our compliant. They should reach out to their own employees to get this matter resolved. Shift4 response continues to demonstrate a desire to delay providing us the funds they illegally pulled from our account. We should not spend any more time contacting a 4th person within the same company regarding funds they illegally took from us 9 months ago and promised over 12 weeks ago they would refund us for.

Regards,

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

Business Response
Date: 09/11/2024
Hi *******,

Thank you for providing the attached file. I was able to locate the account and was able to determine that the owner has not approved you to address the account. That said, I certainly want to make sure that any concern has been resolved. I am reviewing the attachment that you provided and I will reach out to you and the owner of this account. In the meantime, feel free to contact our team directly via ****************** Monday-Friday 9am-6pm EDT.

Thank you,
****************************;
Customer Answer
Date: 09/12/2024
[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: 22265543

I am rejecting this response because the Company continues to demonstrate inappropriate business practices. I spoke to ******* yesterday who indicated it was their bad that we haven't received our payment yet and they would send an ACH in 24 to 48 hours. I indicated I needed to give them new banking since their ACH ID was blocked from our bank given their illegal pulling of funds back in January 2024. So she stated for me to send her our new banking. So I did that and asked her to acknowledge the email and that we would receive the payment in 24 to 48 hours. She never acknowledged receipt of the email. I sent her another email this morning asking her to acknowledge and her story completely changed.
She is now saying that they will refund via the old banking information (which we already discussed they have no access to) and if that doesn't work that will send a check that takes ***** weeks. So they are just regurgitating the same information they gave us back in March and don't appear to want to remit the funds to us immediately.

Regards,

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

Business Response
Date: 09/18/2024
Hi *******,
Yes, I submitted a request for ACH payment; however, we were notified this morning that a check was mailed on 9/13/24 from a request from an agent that was assisting you previously. Since a check has been mailed we are on hold to hear from you since **** needs a little time to delver it to you.
As a reminder, the authorized signer for this account did not approve you to address their account and I have been assisting you. We will reach out to the account owner and verify that they have received the payment. You will need to direct any remaining concerns that you may have with the account owner directly.

Thank you,
*******************************
Initial Complaint
Date:08/27/2024
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.
My business stopped using their services in March 2023 and they continued to charge me every month $60. I finally got around to calling them and after 30 minutes on hold they told me I couldn't cancel without paying a $456 cancellation fee. This is wrong and their business practices ****. Not ok to charge people when no services are being provided.
Business Response
Date: 09/20/2024
Hi ****,
Thank you for the opportunity to assist you. The charge that you mentioned was to complete the term of your agreement. We have refunded that amount to you as a courtesy on 9/7/24. Please let me know if we can be of further assistance via ********************************************** or ******************.

Thank you,
******* ********

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