Complaints

This profile includes complaints for Cypress Bay Solutions's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Cypress Bay Solutions

  2501 Parkview Dr Ste 207 Fort Worth, TX 76102-5814

• 

  Cypress Bay Solutions

  3350 Boyington Dr Carrollton, TX 75006

• 

  Cypress Bay Solutions

  2501 Parkview Dr Ste 183 Fort Worth, TX 76102-5824

• 

  Cypress Bay Solutions

  1238 Bowden Drive Evansville, IN 47725

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:11/07/2023

  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.

  This company has been ACH debit in my business account for credit card processing machine that was signed up for my company fraudulently. The charges started back in August 2019 where they were debited my account multiple times a month for credit card processing machine that I did not apply for. It did take me a few years to figure out what those charges were considering how they were coming up on my bank statement. However, once I spoke with **** of America about these charges, they made me aware that they were not **** of America charges fees. Then I started my investigation, and it led me to Cypress solutions, I contacted Cypress solutions to find out how and why they were debit in my account. I found out that they open an account fraudulently without me knowing and when I talk with the manager there Im gonna assume she pretty much told me to good luck and go *** the person who open account. She was very rude and then explained that this is*** has already went into collections against my business credit. Then she proceeded to send me the contract that I supposedly signed once I took a look at the contract. It was not my signature on the contract or any of the information and they were also lacking a copy of my physical ID. They are trying to tell me that its not fraud and Im like maam thats the very definition of what fraud is and you guys owe me well over $10,000 worth of charge is in my account and I want my money back.

  Business Response

  Date: 11/19/2023

  We are in receipt of the complaint and is in the process of investigating the matter.  A response will be entered shortly.

  Sincerely,

  Merchant Relations

• Initial Complaint

  Date:03/28/2023

  Type:Order Issues
  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,After 4 years of business with cypress I reached out to know the end of the contract date and infrorm the desire of closing the account. instead i was passed around between different personal and was promissed to be called back and no one calls so after a while i kept calling and finally after the account was closed after the deadline of the contract which Jan 9th they are trying to make me pay $500 for fees and termination cost which orginally was $600. I had many conversation and i said i will pay the usage fees of January and febraury = $300. which is fair. they are saying that i have to pay more money and closing money because i used the machine in febraury when they did not give me istruction on the closing and were very vauge and took advantage of my english and how i talk. i will not recommend them again to anyone or do business with them. they are saying they are trying t work with me but they are not. i was calling at least twice a week to get the account closed. please don't recomend that business and beaware. they want people to read the fine print from 4 years ago contract about closing withought helping and tossing you like ball between different people. thank you for your help

  Business Response

  Date: 04/03/2023

  Dear *******************:

  
  We are in receipt of Mr. ******** complaint. 

  
  Our records indicate that the merchant called ************************ 2023 stating that the account was supposed to be closed in January 2023.  However, we did not receive a closing letter from the merchant, and they continue to processed in February 2023.  The account has since been closed March 8,2023.
  
  We spoke with the merchant last week and as a gesture of good faith an agreement was made for the merchant to pay only the February end of month fees, and all other fees has been waived.
  
  We appreciate your attention to this matter.  Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly.
  
  Sincerely,
  Merchant Relations

  Customer Answer

  Date: 04/03/2023

  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,
  
  *************************

• Initial Complaint

  Date:03/06/2023

  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.

  This company has been wrongfully debiting money from my business account that has been closed for over two(2) years. They are hiding behind fictitious business addresses to where its been difficult to have them served in Small Claims Court. Please at least provide me the true address, name and phone number so that I can resend affidavit and claim to them once again? Thank you.

  Business Response

  Date: 03/06/2023

  We have been in contact with this merchant when we received his initial BBB filing (Complaint #********) in 2022.  Please see our response regarding this complaint#. ******** then rejected our offer of a 90 day refund. We then responded to the merchants rebuttal (see attachment).  I have also attached a copy of the signed Merchant Application & Agreement and also the Merchant Credit Card Processing Terms & Conditions highlighting the parts regarding the merchants issue. 
  
  Merchant never complied to the Terms & Conditions stating that a written termination is needed.  This information was also given to the company via phone.  Our offer still stands at $2,887.90 refund as a gesture of good faith.

   

  Merchant can forward documents to:

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

  100 ***************************. Suite 1800

  **********, ** 76102

  Attn: Legal Department
  
  
  Please let me know if any additional information is needed.
  
  Sincerely,
  Merchant Relations
  

  Customer Answer

  Date: 03/06/2023

  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.  However, as was the case back in 2022 when I initially tried to respond to someone at Cypress Bay Solutions, there recording that goes to their retention department only excepts a voice mail, but no EVER returned my call.  I've left SEVERAL messages.  Please have someone to contact me on my cell phone at ************. Thank you.  Or simply mail out the payment in the amount of $2,887.90 in order to get this behind me.  Thank you.
  
  Regards,
  
  ***********************

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

  4624 ******************

  *******, **. 49418

  Customer Answer

  Date: 09/28/2023

  Complaint: 19539772
  
  I am rejecting this response because: I have yet to be refunded the amount that I settled for.  If I have still not received the agreed upon amount within five business days, I will continue to pursue litigation in small claims court for the full amount of what was wrongfully and fraudulently debited from my business account ending in 7333.  I am/have only settled for this measly amount in order to get this over with.  I am tired of being put off and lied to. Please mail me the refund immediately so that this matter can then be resolved.  Thank you.
  
  Regards,
  
  ***********************

  ************ Cell

  Business Response

  Date: 11/09/2023

  Dear **************,

  We werent able to respond in October because the site would not let us, therefore, we emailed the BBB Agent and never received a response.
  The refund, on the agreed upon amount of $2,887.90 was ACH to the merchant's bank account on 6/2/2023.  I emailed you a copy of that transaction. The merchant needs to contact his bank.This refund was never returned to us from his bank. 

  We weren't able to attach to this response the email chain sent to the BBB agent (***************************) and also sent an email to the merchant (***********************).  However, the emails sent to both individuals has been attached to the email sent to you today. We also called the merchant and left a message on his phone with no call back from him.

  Please see the email with the attachment I sent to you today (11/9/23).

  Sincerely,

  Merchant Relations

   

• Initial Complaint

  Date:08/25/2022

  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.

  The last credit card transaction ran on June 10th, 2019, due to me canceling my services with Cypress Bay Solutions. They have continued to charge me up until placing a stop payment with my bank in July of 2022, in the tune of $7400. And as others have stated, they have non working phone numbers, and getting someone to call you just doesn't happen!Cypress Bay have NOT reached out to me whatsoever. The only person(s) that will answer the phones and speak to you is the company in which they process through, *****************************, whom I feel is much involved with them, simply by allowing them to operate in this manner.Other than providing us credit card services while doing business with Cypress Bay, at this point their services have ended, and I simply want to be refunded for what they have unlawfully/fraudulently debited my bank account.The case account/reference # *******. I have made SEVERAL attempts for Cypress Bay Solutions to settle this matter. They continue to ignore my phone calls.

  Business Response

  Date: 08/30/2022

  Dear Ms. ************************* you for forwarding the above-referenced complaint.  In response thereto we have provided a copy of the Merchant Application & Agreement and the Merchant Processing Terms & Conditions.  The agreement was signed by ********************* June 10, 2019, for a term of three years with an automatic one-year renewal period if written notice of closing is not provided prior to the anniversary date. See Terms & Conditions, Para 23.

  
  In March of 2019 *******, an employee of merchant, contacted Cypress regarding a terminal issue.  This matter was resolved in March and no further contact was had until June 12, 2019,when ****** called in to return equipment.  Neither ****** nor ******* could provide information to verify the account and stated that they would call back.  When no call was received, an outbound call was made to the merchant on June 26, 2019, but there was no answer.  No further calls were received from the merchant and contrary to merchants claims, no equipment was returned.  As the contractually required signed closing letter was never received,the account automatically renewed on August 29, 2019, and each year following for additional one-year periods.

  
  The next contact from merchant was on July 12, 2022.  Initially ******, the sales rep with the merchants new provider called in regarding fees being charged to the merchant.  Finally, *********************** called in stating equipment was returned.  He was informed no equipment was received.  He called again on July 18th requesting help closing.  Merchant was informed a signed closing request must be received to close the account.  Again, no letter was received.  The account was eventually closed due to rejects from the merchants bank.

  
  As we never received the required closing letter, there are no refunds due to the merchant.  However,as a gesture of good faith, we will agree to refund 90 days of fees, as provided in Para 9 of the Terms & Conditions.  As the account closed on August 4, 2022 for ACH rejects, a closing letter is no longer required.

  
  Thank you for your attention to this matter.

  
  Sincerely,
  Merchant Relations

   

  Customer Answer

  Date: 08/31/2022

  Complaint: 17765930
  
  I am rejecting this response because:
  
  Regards,
  
  ***********************

   

  Cypress Bay is not only being dishonest about me contacting them to cancel my services and return them back their equipment(which I certainly did), but they are also being dishonest about me agreeing to do business with them for a period of three (3) years.  I have not, and would NEVER agree to do business with ANY company for a period of three(3) years.  I too have a copy of the initial contract agreement.  And having it or not I would have known that I'd never agree to such a thing.  I've have several credit card processors over the past ten(10) years I've been in business.  I did not, and am not under ANY contract with my current credit card processor as well.

  Please take the time to review other complaints with this company.  This is in part of how they do business.  They make claims that the business owner never canceled services with them.  A tell tell is that they mentioned speaking to a ******* and a ***, of which neither of them were listed as a decision make or person(s) to represent the business.  I did business with the Rep that I made it perfectly known that I don't and wouldn't agree to ANY time terms.  My personal cell phone number was listed as a main contact.  And it clearly shows that we did NOT run a single transaction past June 10th of 2019.  At this point, I will not be needing assistance from the BBB. I do however want to remain a claim that was NOT satisfied.  I will continue with my law suit in court.  Thank you for the immediate response.

   

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

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

  Business Response

  Date: 09/08/2022

  Ms. *****:

  
  As stated in our previous response, the merchant did not submit a closing letter in order to stop debits and close the account as stated within the Terms & Conditions.  Merchant did sign an agreement for a term of three years (see Agreement) with an automatic one-year renewal period if written notice of closing is not provided prior to the anniversary date.

  
  We contacted the merchant via phone on September 6, 2022 with the intention of extending an offer. ******** did not give us a chance to give him the offer and seem to already made up his mind to ***, saying he will continue with the lawsuit.

  
  Our offer is to refund the merchant all fees starting from the 3-year **** to present, on both accounts, which would have been $2,887.90. No other concessions will be made.
  
  Sincerely,
  Merchant Relations