Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/16/2024

  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.

  dad and I started our business in 2018. found a local guy offering low fee credit card machine. he brought 2 with him and set them both up? why I don't know. we used 1 machine for only a year then went cash only. now here in 2024, I took control of the entire business and started going through bank statements. seeing an ***** charge that says bank card deposit fees, every month on the 2nd. some monthes it's 200 and some it's 65. so I call the guy that brought the machine originally, he said we never hooked it up so it shouldn't charge you. I called the merchant services line and explained. they said that it's policy that a formal letter be written to end the account with them. We don't remember signing anything I tell him and he says well someone set up a dashboard and gave us your bank info.....needless to say, the merchant services guy is very very very very rude. The local rep refuses to call me back, its been 2 weeks and ive tried calling everyday. I added up all the fees and it totals well over 3 thousand dollars. Sounds to me after reading about this place, that this is what they do. RIP PEOPLE OFF!!! They full well they didn't lift a finger for my hard earned 3000 dollars and when I call to ask what was going on, they are rude to me?? They need arrested at that joke of a "Business". You might say what took you so many years to see the charges? well my dad/partner has been on a liver transplant list for years and his mental capacity was limited and the qording of the charge makes it sound like A bank fee. well finally he got that liver a month ago, thank god, but will cost a fortune for us so I started looking around at how I could save some here and there. AND THESE PEOPLE THINK THEY CAN GET RUDE TO ME? I can only hope and pray it happens to them and their loved ones but worse. And Im sure it will.

  

  Business Response

  Date: 05/21/2024

  Good day. We have reached out to ******************** about his complaint and we have informed him that the complaint was made about the wrong entity. We are simply handling the processing side of it. His sales agent **** was never an Employee of Finical. He is an independent sales agent and he was selected by ******************** or one of his representatives. We haven't worked with **** for a number of years, and there was no error on our end. We simply provided the requested service to ********************. Client satisfaction has always been our number 1 priority, so we have closed ************************ account without any fees or penalties. If we can provide any assistance in the future please feel free to contact us directly, we're always happy to help. Thank you. 

  Customer Answer

  Date: 05/21/2024

  I am rejecting this response because:   But you have worked with ****. Although it was years ago. These charges started piling up on my account some 6 years ago. **** did not charge my card. You did. ***** has reached out to me AT ALL. Nobody has informed me of anything. The last time I talked with anyone there they Informed me that Basically I was SOL. they rep stated that I had made an online account dashboard (reason for not once ever receiving a statement) and never requested the account be closed (the continued charges) they said call ****. Well, **** doesn't answer his phone. **** didn't take my money nor does he have it. I agree it was ****'s wrong doing and idiocracy that led to this. But at the end of the day, whoever took all those fees, has the money and knows it's not morally theirs. 

  Customer Answer

  Date: 07/18/2024

  You closed our account without any fees or penalty? how can you sleep at night? THREE THOUSAND FIVE HUNDRED DOLLARS IN FEES FOR DOING ABSOLUTELY NOTHING! AFTER READING ABOUT YOUR GARBAGE COMPANY MORE, IM NOT THE ONLY ONE. I never agreed to an account with you in the first place! I never signed ANYTHING with your GARBAGE company. AND WHY DO YOU THINK ITS OK TO JUST CLOSE MY ACCOUNT?? I BET YOU TOOK IT UPON YOURSELVES TO OPEN THE ACCOUNT TOO! Thieves!!! 

• Initial Complaint

  Date:09/18/2023

  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.

  As a small business owner, *** spent time here arguing this issue to make one thing warn to others: some credit card processors claim to be zero-charges but once you join, youre like a lamb to the *********. Your account can be plundered at will, with various excuses for charges. Theres no way to appeal. My MID: ************, and shortly after joining this company, my fees gradually increased. There were monthly terminal rental fees, monthly bank fees, and compliance annual fees. I diligently completed each compliance task, and every three months, I underwent a security scan conducted by SecureTrust, as specified by Finicalholdings. However, since this summer, when I completed the compliance scan and was approved without any issues, my compliance page briefly changed to congratulations, youre all done for a few seconds then returning to you need to reschedule your scan. Your scan was interrupted and didnt complete. Please schedule a new scan to maintain your compliance. I rescanned it multiple times, always passing and approved, but the page kept showing the same message after congratulations. a few seconds. Frustrated, I called SecureTrust customer service and was told not to worry, its just a system issue, and Im all set. After the June scan, the next scan should have been in September, but in August, I was forcibly charged $29.99 with the reason being scan expired. It became clear to me that the scan, which never updated the page due to technical issues, was a trap, designed to find reasons to charge. I know its time to leave this company. I requested a termination form from customer service, and I almost signed it. However, upon closer inspection, the bottom clause stated that once I sign, I agree to pay a termination fee, which was not part of the initial agreement when I joined. I have no idea what the termination fee amount is, and as soon as I sign, it becomes an unknown amount. I need someone from their side to sincerely address this issue.

  

  Business Response

  Date: 09/18/2023

  Hi ****,

  Thank you for your message. We completely understand your frustration, however, I have reviewed your agreement and your account so please allow me to shed some light on this. The *** Scan which you are referring to is done by a third party provider "Secure Trust" as you indicated. That is not done by us. The *** Policies are put in place as a protection for merchants to make sure they are staying *** compliant, and in turn a protection for your customers. The *** Compliance questionnaire is required once a year, however, a quick security scan is required quarterly. As long as you pass the quarterly scan and as long as you have completed the annual questionnaire there are no charges applied. However, if you do not complete the questionnaire or fail the scan than a charge of $29.99 is applied until you become compliant. These terms are written into your agreement. Additionally, you were sent *** reminders prior to any fees being applied. If you need additional assistance with *** or would like someone to walk you through the process please contact Secure Trust directly at ************ or *********************************** they're more than happy to help you. We value your business and are sorry about your negative experience with "Secure Trust" but rest assured that this must have been a glitch since they offer this service to thousands of our merchants. 

  Customer Answer

  Date: 09/18/2023

  I am rejecting this response because: They claiming that its all me and third party, unrelated to Finical. Initially, I attempted to engage with a payment processing solution called ****************************, which claimed to have zero fees, then Finical came into the picture. As a result of joining Finical, an entity I had never heard of called SecureTrust appeared, which is now known as Viking Cloud. Furthermore, Finical is now called Finical Holding. Can you please tell me, which party is Finical? Who is Shift? And what about Viking Cloud? Additionally, I have not received information from Finical regarding a cancellation fee for closing the account. My evidence shows that I completed the compliance on time, and I should not be charged $29.99. If I cannot get a refund, please explicitly tell me the amount of my cancellation fee. I do not wish to deal with so many unknown third parties or uncertainties in the future. 

  

  Business Response

  Date: 01/04/2024

  We did reach out to the merchant and we the closed the account per the merchant's request. Customer had advised us that she would notify BBB that the issue was resolved to her satisfaction, but clearly the customer did not notify ********************.