ComplaintsforTalus

• Initial Complaint

  02/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We stopped processing most transactions with Talus Pay in November (other than 1 member in January). As of February, we have not and do not plan on ever utilizing Talus Pay for merchant processing services.However, despite this on numerous occasions, I have been billed and billed in excess of what should have been billed FIT Nutrition x7556 1/2/2024DIRECTDEBIT BKCD *********** -$96.17 12/4/2023 DEBIT BKCD *********** MERCH FEES -$101.82 11/20/2023 DEBIT BKCD *********** MERCH DEP -$783.96 FIT Lab x 8124 1/2/2024DIRECTDEBIT BKCD *********** -$104.51 12/4/2023 DEBIT BKCD *********** MERCH FEES -$118.52 FIT Clinic x 8900 1/2/2024DIRECTDEBIT BKCD *********** -$94.19 12/19/2023 DEBIT BKCD *********** MERCH DEP -$198.00 2/4/2023 DEBIT BKCD *********** MERCH FEES -$124.08 I have contacted Talus pay on numerous dates:October 31, 2023 November 12, 2023 December 27, 2023 January 2, 2024 I have contacted requested:1. Inquire on the details of billing 2. Inquire a complete billing history for audit since day 1 of doing business with them 3. Receive a complete contract The individuals I have contacted:******************************* **************** ****************** ************ Client Support

  

  Business response

  05/03/2024

  Dear **************, 

  Thank you for reaching out to us with your inquiry.  We apologize for the delayed response, but we thought we had already addressed this complaint already, but we now see this is a new inquiry on the same subject, just months later.   Our manager ******************************* spoke with you and your wife (the listed owner on these accounts) on October 13, 2023 regarding your last complaint after multiple attempts on our part to reach you unsuccessfully.  During that call, he completed the following activities with you and your wife that were in your original complaint:  

  -sent you a copy of your agreements 

  -set up access to review chargebacks

  -added ************** as an authorized contact on the account, so that he could get assistance in the future when calling in. 

  -he mentioned that the email domain that you were sending us emails from was known to phishing activity (proton) and any emails you may have sent from that email to us would have been blocked.   The email on file for your company was a different email domain but we show no emails from the email address ending in @functionised.com that is on file with us. 

  At no time during that call were any other issues raised, nor was there any request to close out the 3 accounts you had with **********************.  ****** remembers you saying that you were going to review some information and that you may call us back to close the account but nothing was requested at that time.  There are no records showing any additional contacts from anyone on any of the three accounts you had with us.

  Since that time, we continue to bill your accounts for your monthly billing, as the accounts were still open.  In Jan/Feb of this year, the accounts started receiving ACH Rejects from the bank and we were unable to reach you after multiple attempts to resolve them.  Due to the type of ACH Rejects we received for the monthly billing, all three accounts were eventually closed with Talus, two on February 28, 2024, and the third once was just closed at the end of last month.

  I have pulled all three accounts agreements, and have attached those here, along with the monthly statements of what you were being billed each month.  Some of those reconcile with that you listed above, others do not.  Therefore please review each months statement and if you see you were actually billed something different than the amount shown, please contact ******************************* at ************************************** from any email address other than proton, and we can research further.  Our records indicate that only the amounts on these statements are what was billed to your account on file during this months.  

  We apologize that you felt you could no longer use our services, and we wish you the best of luck with your future endeavors.

  Sincerely, 

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

  Vice President of Client Services

   

   

  

  Business response

  05/03/2024

  these are the agreements/applications the merchant requested

  

  Business response

  05/03/2024

  These are the monthly statements for account ending in ******

  

  Business response

  05/03/2024

  These are the monthly statements for account ending in ******

  

  Business response

  05/03/2024

  These are the monthly statements for account ending in ******

• Initial Complaint

  10/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was charged $150 for a swiped reader until it was returned . So I packed it up and dropped it off at ******* I waited and emailed them a few weeks later to see if they received it and they told me they did but they were going to check on my refund. I havent heard back since. Its been a month now , I emailed them again and still have not heard back .

  

  Business response

  11/06/2023

  We apologize for the delayed response regarding your refund.  According to our records, your refund in the amount of $150.00 was processed on 10/31/2023 and should have shown in your bank account no later than 11/2/2023.  If you are still not showing that refund at your bank, please reach out to us at ************** for further assistance.  

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have attempted numerous times to contact Talus Pay to discuss:1. Continued improper handling of chargebacks 2. Copy of signed contract with all terms agreed upon 3. Discuss amounts being charged as they do not appear to be what was agreed upon or in the contract.This has been going on and mounting for the past 9 months. All emails have gone unanswered and are attached. Phone calls are not returned.

  

  Business response

  10/13/2023

  We have made numerous attempts to reach out to this merchant via phone and email, and have not received any response.   We have no issue providing a copy of the agreement that they have with us (as we believe that is the issue in question) but the person requesting this is not the owner on the account so we must speak with the owner before sharing documentation that includes personal information like SS number, DOB, Tax ID, etc.   We will continue trying to reach the owner to either 1) send them the documentation requested or 2) add the other person to the account as being authorized to obtain such information.  

  Customer response

  10/13/2023

  I have reviewed the business response and accept this resolution. 

  

  Business response

  10/13/2023

  We finally connected with this merchant and provided the requested information.  In addition, we set up the requestor with access to the account, provided access to an online tool so they can reconcile their settlements, and are working to give access to a system for chargebacks.  I believe we have now addressed all concerns brought to us thus far.  If there is anything else, please feel free to reach back out. 

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We use talus pay for ******* transactions . We had a customer that had not paid all of their invoices, so i started checking everything that they had paid over the past year. I found two payments to us that never reached our bank. I called Talus and spoke to a "********" who said she would research this. She called me back in a WEEK and said "sorry, we can't check any transactions after 13 months" This transaction was 13 months. These people are entrusted with ******* payments and we find otu (on a spot check) that they won't find out what happened to two different transactions??? i can't believe it. I have a call in to my local processor to switch companies, and another in to my attorney. I also will file a federal complaint against this company .This entire thing stinks .

  

  Business response

  11/06/2023

  We understand that not having access to records that are older can be frustrating.  As our CS Manager pointed out with you during multiple email and phone exchanges, this is not a Talus restriction, but a back end processor restriction.  We access that information from the back end processors and are limited to the amount of data they keep available.  As it was explained, older data is available via a court ordered subpoena to those back end processors.   It was confirmed that while the transactions in question did not appear in the gateway records for Authorize.net, the deposits for those transactions were included in your batch settlements so no money was found to be missing.  If you need additional assistance in this regard, please reach out to us at  ************.  

• Initial Complaint

  08/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We had them for our CC processing until Sept of 2022, cancelled, sent back machines, they were still charging us, called again, they said they would refund in January. I'm having running an office by myself because my partner is dying of cancer and here I look at the account today and they took more money out this month. Aug 2023. When I call I had to dial 5 times, wait on hold for 45 minutes all to be given s*** about it. This is illegal!!!!!!!!!!! I DID NOT authorize these transactions. Once again a big business is beating up the little guy. THIS IS FRAUD!!!!!!!!!!!!!!!!!!! Someone has to stop them.

  

  Business response

  11/06/2023

  We apologize for the billing error you experienced on your account.  While your main credit card processing account with ********************** was closed when you requested, your additional gift card account was not closed as it should have been, which resulted in the continued monthly billing on your account.  A refund for the monthly gift card billing of $9.50 a month for 7 months totaling $66.50 was processed to your account on August 19, 2023.  This was detailed to you in a voice mail left for you on August 15th.  Our records indicate this refund was successfully processed so if you did not receive it in your bank account, please reach back out to us at ************ for further assistance.  Again we apologize for the missing account closure and we wish you the very best in your future endeavors.  

• Initial Complaint

  07/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had a sales rep stop into my business and sell me on the Talus Pay system. I tried their equipment out and had nothing but problems with it. The sales rep had me try another terminal that was supposed to be better. I used the terminal once and did not like it so I went back to my original payment processing equipment and called my sales rep and asked that she come pick the equipment up that I would no longer like to use their services. Afterwards I shut the machine off and put it back in its box and forgot about it. 1 year later I get a text message from the sales rep that they need the equipment back and that I am continuing to be charged for it. When we had talked there was supposed to be no charge for the terminal. I requested that I have my money returned to me and I would return the terminal. They then charged an unauthorized $500 to my account. I had that one refunded by my bank. I have emails between the sales rep and myself agreeing to a refund of $341.71. I have been fighting with them to issue my refund since May and she is not giving me any information, barely even replying to me. I need them to make this right.

  

  Business response

  07/20/2023

  **************, 

  I apologize for the delays in receiving your second refund.  Upon further review, it was found that the refund rejected at the bank, so an additional request had to be put through.  We have confirmed with you that you did receive the second processed refund.  If there is anything else we can do to assist you, please do not hesitate to let us know.  Wishing you and your business the best of luck with your future endeavors. 

  Sincerely, 

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

  VP - Client Services

   

  Customer response

  07/20/2023

  I have reviewed the business response and accept this resolution. However, I feel like your sales representatives should be better trained in customer relations as well. I was informed by the gentleman that I spoke with regarding this matter that my sales rep should have given me a number to speak with someone in his office when I was initially upset by this. I did ask for a phone number and was given a run around about it. I was told there is nothing more that would be done and that essentially my queries would end with her as she is the line between me and the company. My issue has been resolved, I am just upset that it took as long as it did and that it took me complaining to an organization to get it figured out. 

• Initial Complaint

  05/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Talus pay canceled 2 transactions on my cashapp card and 1 transaction on my bank card, then charged them again months later without my consent.

  

  Business response

  06/08/2023

  This complaint was not made by someone doing business with Talus Pay.  Upon research, this complaint is coming from a customer of one of our old clients, ************** out of ***********, **.  The person making this complaint is a cardholder who ran a transaction at that business and the business owner is incorrectly telling them to contact Talus Pay with their dispute.   So it is not a direct customer of ours.  This complainant has issues with the fact that the business, **************, failed to run their card transaction at the time of sale.  Instead, ************** stored months worth of transactions from last 2022 until last month, and then pushed through all of those transactions months after the sales went through.  We dropped them as a client as a result of this activity, so ************** is no longer a client of Talus Pay and there is nothing we can do to address what this merchant did to their customer in regards to charges.  I'll answer this in the response section as well, but wanted to put these notes here as well.  

  

  Business response

  06/08/2023

  ****************, 

  Thank you for reaching and I apologize for the inconvenience this event has caused you.  Unfortunately, you were told incorrect information.   As a consumer, you had transactions with a company called **************.  That company was using Talus Pay for their credit card processing services and they took in hundreds of transactions since late 2022, and failed to settle those transactions timely.  For whatever reason, they then pushed through all of these transactions in the last month or so, which is in violation of our credit card processing agreement with this business.  They are no longer a client of Talus Pay as a result of this issue, and unfortunately, there is nothing Talus can do as the issue was caused by the merchant you had a transaction with, and not Talus Pay.   They presented your card transactions late.  Talus did not cancel any transactions, nor did we push anything through for you recently.  That activity was controlled by the business you made the purchase from.  Again, we are sorry for the late presentment but that was not something caused by Talus Pay.  If there is anything else we can do to assist you, please let us know. 

  Sincerely, 

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

  Vice ********** ****** Services
  

  Talus Pay

• Initial Complaint

  01/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 11/21 I spoke with a representative ***** @ Talus Pay who assured me that my checking account information had been updated from a compromised account. On 1/10 I learned that they had not updated the checking account information & had in fact been holding my funds since the first of November. I spoke with the Reg Sales Director ********* provided him with proof of my ownership if the new checking account info & he assured me I would have my funds by end of day. I have only received a partial release of funds & the rest are still being withheld. I've provided all the necessary documentation to the CEO of Talus as well as the Owner of ******************** the parent company to Talus. I'm still owed money on not only the back processing but new CC processes. Now I've been locked out of my account so I can't even access any of the information. This was a simple business transaction. I charge my customer's credit card they process it for a fee & deposit the funds in my account. I have provided proof that the deposits were not in fact made & that the deposit they did make was short. Every conversation I've had with them has been recorded yet they still refuse to complete the transactions & give me the money I'm owed.

  

  Business response

  03/23/2023

  Business Response /* (1000, 7, 2023/02/15) */ Thank you for reaching out to Talus Pay regarding your concern. Upon review of this account, it appears we did update your banking account as requested, however the very first deposit made to that account rejected and was not able to be deposited. The Support Team and Manager have spoken with you a few times on this topic, and have left several messages with you in the past 4 weeks, asking you to call us back so we can get updated banking information or a bank letter indicating they will accept our deposits to the account you recently changed to. AS we mentioned in our voicemails, we are showing a final deposit due to you in the amount of $928.47. We are unable to deposit to this account due to the fact that it keeps rejecting, so we need alternative banking or assistance from you and your bank to make this deposit. We have your old banking information but since you mentioned that the account had been compromised, we have not attempted any deposits to that account since your notification. Please return our calls so we can get this resolved for you as quickly as possible. Our number is XXX-XXX-XXXX, and you can ask for ****** ********* when you call in, as he has been the manager working with you on this account. We hope to hear back from you soon so we can ensure timely deposits for you going forward. Sincerely, ***** ******** VP - Client Services Consumer Response /* (3000, 9, 2023/02/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) IN the first place the information wasn't updated until day's after I submitted the information a second time. Then They delayed again for 2-3 day's before giving me a partial deposit not the full deposit they owed me. After another 2-3 day's of my submitting documentation and PROVING they were lying about deposits & phone call/email that THEY NEVER MADE. When I finally proved to them via their own websites did they finally give me the balance of the $900! This only happened AFTER MY CREDENTIALS had been removed from their system I had to contact the Owner of the company and file a compliant with them still no response from ANYONE. Finally I was forced to file this complaint to get anyone to do anything. The information in this isn't even current or correct. Now I'm also having difficulty getting credit card processing with any other company.

• Initial Complaint

  01/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Early this year I purchased a Credit Card Terminal, The rep told me the account would not be activated until my first transaction. I never made my first transaction and returned all equipment. Talus started charging me, monthly and late fees in April and continued through November. Talus requested bank statements, which I provided. When Talus observed their failure to discontinue withdraws was responsible for my fees, they returned all moneys owed and stated it was Talus's fault. That was until November. Talus gave me a refund of approx. $266.66 to include the money wrongfully removed from my account, as well as fee's I had accumulated due to their mistake(s). Then in November Talus hit my account again. Now remember, I had never activated this account, and Talus had been withdrawing and refunding money for 9 months. I again called Talus, and spoke with Brittney and Kyalie (THE NICEST, most empathetic, and polite individuals in Talus), and informed them of yet another wrongful withdraw, and sent them the corresponding documentation. I hung up expecting Talus to refund my money as usual, About three weeks went by, then a month, each time giving a friendly reminder. Over a month went by and Wells Fargo stated my Business account would be closed unless funds were transferred into it. I once again called Talus and reminded them to make the refund and informed them about the imminent closure on my account due directly to Talus's withdraws. Another week went by... Wells Fargo closed my account. I immediately contacted Talus, I informed them the bank had closed my account due to their failure to refund my money. I begged them to please have a representative available for a call to Wells Fargo, or have a letter drafted stating this was not my fault. FINALLY after 10 months, I received a call from a manager, Brian, who told me he was going to get me a letter, as well as my refund into a different account. No such refund was issued, no letter received.

  

  Business response

  02/21/2022

  Business Response /* (1000, 5, 2022/01/14) */ Dear Mr. *******, Thank you for reaching out and sharing your recent experience with Talus Pay. Upon reviewing your account, it appears you signed up with us on April 2, 2021. I can tell from the notes on the account that you were having issues opening the business and that you requested refunds for the months of billing that occurred starting in April through the closure of the account in October. Monthly billing occurs once the account is live, and there is not a program that delays that billing until you're running transactions. In most cases, business's begin using the service immediately but I understand you were having some issues with your building that preventing that from occurring. I can confirm that you were issued refunds for every month of billing since April 2021 when the account went live. A refund in the amount of $155.58 was issued in July for April, May and June. This included the monthly fees we billed and NSF fees you reported that you incurred as a result. Another refund in the amount of $265.72 was issued in November for the months of July, August and September, which included the monthly fees we billed and NSF fees you reported to have incurred as a result. Then a final refund was issued, also in November, for October's monthly billing, in the amount of $20.24. The account was closed in October and no future monthly billings occurred. You mentioned to us that you also had NSF activity in October, which we responded we would gladly cover, providing you submitted a bank statement showing that this charge of $20.24 caused the NSF activity. The only thing submitted to us was a picture of a single line item showing an NSF charge. This was not a complete statement, nor did it have any of the details needed to verify that our October charge caused that NSF issue. We asked for you to provide a full statement, blacking out any information not related to this issue, for us to approve another refund but we never received it. Our records indicate that we had several conversations with you around this topic, but you refused to send in the corresponding information we need to approve additional refunds. You mentioned in one of our last calls with you that you felt we still owed you additional money for other NSF activity, but to date we have not received any documentation to substantiate that claim. In your complaint, you referenced that "Talus observed their failure to discontinue withdraws". That is not a true statement. In your discussions with our team, it was relayed multiple times that all live accounts are billed monthly, regardless of their processing status for that month. As a courtesy around your delayed access to your building, we refunded those monthly charges. The fact that you were being billed was not an error on our part, but instead the normal process for any live account. Therefore we are not able to send the letter you requested, claiming that the issues you had with your bank are the result of any Talus error. For any remaining refunds you feel you are due, please provide the exact amounts you feel you are owed, details around those charges including dates, and bank statements (not just the single line item) showing where our monthly debits caused NSF activity outside of what you've already been reimbursed for. Once we receive those, we'll be glad to review and issue any courtesy credits that may apply. We sincerely apologize for your frustrations but it appears we've been more than accommodating to the issues you were facing. We'll be on the look out for more information from you around the additional funds you feel you may be owed. Until then, we really wish you the best of luck with your future endeavors. Sincerely, Cindy T******* VP - Client Services

*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. ↩