Complaints

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

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  Authorize.Net

  2901 N Ashton Blvd Lehi, UT 84043-5494

  
• 

  Authorize.Net

  PO Box 947 American Fork, UT 84003-0947

  

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:07/04/2025

  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.

  I signed up for authorize.net after stripe canceled my account due to being a high risk business. I spoke to ****** ******** at authorize.net sales department at length, explaining my situation and what happened at stripe. I asked all the pertinent questions to make sure that this company would be able to provide services for me and not drop me like stripe did. ****** ******** ASSURED ME that authorize.net did not just preapprove businesses and let them start taking payments without going through the full underwriting process. He told me he had up to five stripe customers calling him a day to switch over because stripe was closing their accounts. He told me authorize.net was a “real” merchant services business, and did not just pre approve businesses quickly. He told me that once my business went through underwriting, there would be no issues. I specifically asked him if the underwriting process assured that my business would be safe with authorize.net. He said yes. He said companies like stripe were always a risk because they just preapproved everybody. That’s exactly what happened at authorize.net. They pre-approved me then cancelled me 10 days later. They are holding $2500 for 4 months!. He also did not tell me that once the account was approved, you would have to go through a risk assessment. He also did not tellme that the funds would be held for a lengthy amount of time until risk decided they were comfortable releasing them. 10 days into processing transactions, the risk management department emailed me and said that they needed more information from me about the business to release my funds. When I opened this account, I explained to ****** ******** that my business was a DBA. I told him it did not have a separate EIN number. I asked him if this would be a problem, and he assured me it would not. Well- IT WAS. Risk said I needed a letter from my bank which I provided and then two hours later I received an email that my account was closed. Totally disgusted

  

  Business Response

  Date: 07/07/2025

  Greetings ******,
  
  I would like to thank you for contacting Authorize.net
  through the Better Business Bureau. I will do everything I can to resolve your
  concern in a manner that benefits all parties involved. I located gateway *******
  under the business name “******** ****** ****** ***” and I will be responding
  to your complaint from this account. If this is not the correct account, then
  please let me know the correct gateway ID for reference.  
  
  Upon review, we noted that your account (both gateway and
  merchant) was recently opened. While we performed initial underwriting to
  approve your business for processing, we require actual transaction activity to
  complete our final underwriting review. This review ensures that your processed
  transactions align with our sponsoring bank’s guidelines and match the business
  profile submitted during your application.
  After conducting the final underwriting review, we
  determined that your business does not meet the criteria set by our sponsoring
  bank for merchant services. As a result, we have closed your merchant account.
  Currently, your funds are being held to cover any potential
  chargebacks, disputes, or related issues, which may arise up to 90-180 days
  after a transaction occurs. However, you may request an early release of your
  funds by replying to the termination email address after 30 days from your last
  transaction date. At that point, our Risk team will review your request to
  determine if an early release is possible.
  
  Also, I can see that one of our account specialists has already requested for
  an early release for your funds.
  
  I want to apologize for the misunderstanding/miscommunication; however, I am
  happy that I was able to provide you with further information and address this
  issue for you. Thank you for contacting us and have a great day! 
  
  Regards, 
  ***** **
  
  

  Customer Answer

  Date: 07/08/2025

  
  
  Complaint: 23556725
  
  
  
  I am rejecting this response because:
  I was not told correctly of the process. I was lied to by ****** ********. He gave me definitive time frames that he should not have given me. He also assured me that authorize.net did NOT quickly PRE APPROVE people and cancel them down the line. He told me once I got approved by underwriting there wouldn’t be an issue. You have no right to hold my funds for so long. The excuse that you need to hold them in case of “chargebacks” is idiotic. When in the history of merchant services has any merchant ever had every single customer do a charge back in the allotted timeframe? If funds need to be held, you should be holding 10% like any normal company. Holding all my funds is 100% unnecessary. This is unfair business practice, and the reasoning you’re giving does not support it at all.
  
  Sincerely,
  
  
  
  ****** ******

  

  Business Response

  Date: 07/14/2025

  Hi ******,

  We truly understand your frustration about your merchant account. 

  However, this process is applicable for all of our new merchants. 
  
  Please note that we are currently working on it and it has been in progress with our  Risk Team. 
  
  You may also receive any emails if in the event that we might need additional information to make this process easier. 
  
  Again, we're truly sorry for any inconvenience. 

  ***** **| Supervisor, Client Services |  Authorize.net  |  p
  ************  | 
  VISA CONFIDENTIAL:
  The information contained in this transmission (including any attachments) is
  confidential and may be privileged. It is intended only for the use of the
  individual or entity named above. If you are not the intended recipient,
  dissemination, distribution, or copy of this communication is strictly
  prohibited. If you have received this communication in error, please erase all
  copies of this message and its attachments and notify me immediately.
  

   

  Customer Answer

  Date: 07/14/2025

  
  
  Complaint: 23556725
  
  
  
  I am rejecting this response because: 
  
  This may be the case for how you operate-but this was NOT explained to me by ****** ********. He KNEW going into this I needed a high risk processor. Due to his negligence of setting me up with a processor who DOES NOT service high risk businesses-my account was closed. This put me in an EVEN WORSE position than I was when I came to him. The only acceptable resolution is a full release of my funds on or before 30 days. Like I said- holding 100% of any businesses funds is completely unnecessary and unethical. There is no reason why you would need all of that money due to chargebacks and whatever other nonsense you say you need the funds for.
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:07/03/2025

  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.

  I used authorize.net to process credit card payments for my small family business for several years. In February of 2024, I was notified that my account was being closed and was not given a reason why. My funds were also held for months after the account closure. I just found out that I have been charged $30/month for 18 months for an account that I cannot use and was abruptly closed without an explanation. I called and spoke to a customer service agent that offered to refund me 12 of the 18 months that I've been charged. My MID was ************* and my gateway ID was *******.

  

  Business Response

  Date: 07/08/2025

  Greetings, ******,
  
  Thank you for reaching out to Authorize.net through the Better Business
  Bureau.
  
  We appreciate providing you with the necessary information. Upon
  reviewing Gateway ID *******, I can confirm that the account has already been
  closed and a refund totaling $300 has been issued. The refund will be returned
  to the bank account ending in ****.
  
  I want to apologize for the misunderstanding/miscommunication; however, I
  am happy that I was able to provide you with further information and address
  this issue for you. Thank you for contacting us and have a great day! 
  
  Regards, 
  **** **

  Customer Answer

  Date: 07/08/2025

  
  
  Complaint: 23553851
  
  
  
  I am rejecting this response because: This account was closed in February of 2024. I was charged $30/month for 17 months. $30 * 17 = $510. The refund amount should be $510 (the amount I was charged from February of 2024 until this month), not $300.
  
  
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 07/16/2025

  Dear ***** *****,
  
  Sorry for the any inconvenience this may cause!
  
  I want to let you know that I already processed the refund for additional $180 for 6 months' worth of fees.
  
  You may see this being refunded back to your bank account ending in xxxxx**** in which you will be expecting to see typically within 3-5 business day after the funds had been push out (Tuesdays and Thursdays with the exception of the first week of the month).
  
  I want to apologize for the misunderstanding/miscommunication; however, I am happy that I was able to provide you with further information and address this issue for you.
  
  Thank you for contacting us and have a great day!
  
  
  
  Regards,
  ****** **
  
  

• Initial Complaint

  Date:06/06/2025

  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 May 24th, I applied for a gateway account with Authorize.net for my Shopify store. My application for an 'all-in-one' account was approved on May 30th. I immediately installed the app, and the setup process appeared straightforward. That same evening, I processed my first customer order using Authorize.net as the payment gateway.
  
  On June 2nd, I had to contact Authorize.net to ask how to receive my funds, as this was never explained. I was directed to a partner company, Global Payments, to complete another setup, which I did promptly. The next day, June 3rd, I received an email notification for an unpaid balance of $31. This included the standard $25 monthly fee, but also a prorated charge of $8.13 for the seven days in May that my application was still pending. According to support, Authorize.net begins billing from the application date, not the approval date, meaning I was charged for a period when I had no access to or use of the service.
  
  The primary issue remains the failure to pay out my funds. On June 3rd, I was told a "risk assessment" was needed, and an agent's "manual release" request had no effect. On June 5th, another agent promised a manual release, but again, nothing happened. On June 6th, I was assured the release was processed and funds were being deposited. However, less than an hour later, I received an email from the Risk Team stating a new hold was placed on my account and demanding documents, some of which I had already provided during my initial application.
  It is unacceptable that essential documents were not requested during the application process and that I have been given conflicting information by support agents. This has frozen essential revenue and disrupted my business operations.

  

  Business Response

  Date: 06/12/2025

  Greetings ******, 

  
  I would like to thank you for contacting Authorize.net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I located gateway ******* under the business name ************** **** and I will be responding to your complaint from this account. If this is not the correct account, then please let me know the correct gateway ID for reference.  
  
  Body: 
  I understand that you would like to dispute all the credit card funds on your account and saw the email that you are referring to, unfortunately when it comes to funding hold, it is the decision of the Risk Management Team to place your account on hold based on the review for risk investigation. They decided not to continue your business with Authorize.net because of the business model and they decided to forward your application with our Partner Account with START.

  You will still use Authorize.net as your Gateway Provider to process transaction but when it comes to funding, START Merchant Services is the new Merchant Service Provider if you continue your application with them.  
  

  That means your funds will remain 100% hold. If you have question about the decision, you can reach our Risk management at ******************* I also checked the history about the fees that youa re reffering to. I’m going to check what I can do for the refund of the fees. 
  
  
  Closing: 

  
  I want to apologize for the misunderstanding/miscommunication; however, I am happy that I was able to provide you with further information and address this issue for you. Thank you for contacting us and have a great day! 
  
  Regards, 
  ***** * 

• Initial Complaint

  Date:05/05/2025

  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.

  We are a small law firm in Baltimore. We use Authorize.net to process client credit card payments. Last week we had fraudulent activity happen where thousands of stolen credit cards were being mass ran through Authorize.net. We contacted the company to see if we could figure out why this was happening and how to stop it. We talked to Bea, ID# ******. She didn't understand that the credit cards were being processed through their system, not our website. She kept insisting that the problem was on our end, not their program. However, their program is the one processing credit cards, not our website. She then refused to let us speak to the technical support or fraudulent department. She said that those departments don't speak to customers. However, since she wasn't understanding the way their program was working in compliance with our website, we needed to speak to someone with a better understanding. We had an hour long conversation trying to explain to her the issue, with her just repeating the same information which did not apply to our situation. With this being a fraud issue, we need this to be resolved ASAP. The fact that we were not given any help whatsoever and this being a fraud issue, is very concerning. We need them to contact us ASAP to help resolve this issue.

  

  Business Response

  Date: 05/08/2025

  Greetings *******,
  Thank you for contacting Authorize.net through the Better
  Business Bureau. I am committed to resolving your concern in a manner that
  benefits all parties involved. I have located gateway ID ******* under the
  business name “****** *** ********* ** *********,” and I will be responding to
  your complaint from this account. If this is not the correct account, please
  provide the correct gateway ID for reference.
  
  I have reviewed the transactions that occurred around the
  time of your inquiry and have concluded that these transactions are coming
  through an API request. This could be through your website or due to your API
  credentials being compromised by not being properly secured. You can think of
  API credentials as the username and password for websites or software to send
  transactions to your gateway. If you are certain that these transactions did
  not come through your website, you may want to discuss with your website host
  whether the API credentials are properly secured. In addition, you can use the
  URL below for guidance on generating a new transaction key if you believe your
  current one has been compromised: ****************************************************************************
  
  I also see the call documentation for your discussion with
  Bea and another contact on 5/7, where additional steps were discussed. I will
  ensure these calls are reviewed, and any appropriate feedback is given to the
  representatives by their manager. I apologize for any misunderstanding or
  miscommunication. However, I am pleased to have provided you with further
  information and addressed this issue for you.
  
  Thank you for contacting us, and have a great day!
  
  Regards,
  ******* **

• Initial Complaint

  Date:04/08/2025

  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.

  I am writing to formally file a complaint regarding Authorize.net and their continued billing of our business for services we never utilized.Back in December 2017, we were researching payment gateway solutions for our business and created an account with ********************** to explore their platform. While we completed the initial setup process, we never used their services. No transactions were processed, no integration was implemented, and no active use of the account occurred.Unbeknownst to us, Authorize.net began charging a different business bank account, one not associated with the company for which the account was originally created, a $30 monthly fee. Because of the account being inactive and linked to an unrelated business entity, this error went unnoticed until a recent financial review uncovered nearly eight years of ongoing charges, totaling $2,880.Upon contacting Authorize.net, they acknowledged the billing and that there was never any use of the service. The account closure department at Authorize.net offered a refund of only $240, which covers just a fraction of what we were charged. We believe this is unfair, especially given that we never used the service and that the platform had full visibility into our inactive status.We are requesting the Better Business Bureau's assistance in resolving this matter and securing a full refund of the $2,880 that was charged without use of service or informed consent beyond initial signup.Supporting documentation, including account history and communication with Authorize.net, can be provided upon request.Thank you for your time and support in addressing this issue. We appreciate your help in reaching a fair and just resolution.

  

  Business Response

  Date: 04/10/2025

  Greetings ***,
  
  I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I located gateway ******* under the business name ************ and I will be responding to your complaint from this account. If this is not the correct account, then please let me know the correct gateway ID for reference.
  
  
  I understand the concern over the fees being billed. We do apologize for any confusion about this situation. So, you applied for our All-in-One option which consist of a gateway and a Merchant Account. The one you were approved of is the gateway account which is the one charging you with a monthly gateway fee of $25. The account was activated, and the fee schedule was agreed to on 12/29/2017.
  
  
  Furthermore, in your complaint you state that your bank account was charged for $2,880 as you never purchased or used our services. However, you did agree to the fees and our Terms and Conditions upon sign up which states that Customer agrees to pay ********************** for any further use of the ******************** effective immediately until the account is closed". Which means that upon activation of the gateway, you are liable to pay for any fee incurred from the time you activated the gateway, regardless of non-usage.
  
  
  I was able to locate your account and I can see that you already called us dated 04/08/2025 wherein you spoke to one of our representative, the representative over the phone was able to assist you in closing the said gateway and was able to assist you in refunding the total amount of $240  as a one-time courtesy for the gateway fees in which you will be expecting to see typically within 3-5 business day after the funds had been push out ( Tuesdays and Thursdays with the exception of the first week of the month).
  
  
  I want to apologize for the misunderstanding/miscommunication; however, I am happy that I was able to provide you with further information and address this issue for you.
  
  Thank you for contacting us and have a great day!
  
  
  
  Regards,
  ******

• Initial Complaint

  Date:04/07/2025

  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.

  I opened account with ********************** and have essentially been robbed by them. They closed my account and withholding eckeck funds. It has now been over 60 days, in ******* 60 days is the amount of time given to be able to dispute ACH transactions. So I reach out regarding the release of my funds only to be told they were holding it for 2 YEARS! ARE YOU SERIOUS! SIRELY THIS HAS TO BE ILLEGAL AND THEY REFUSE TO GIVE ME ANY ANSWER AS TO WHY. I DEMAND RELEASE OF FUNDS BEING HELD BY ************

  

  Business Response

  Date: 04/07/2025

  Greetings ******* *******, 
  
  I would like to thank you for contacting Authorize.net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I located gateway ******* under the business name ********************* of *********** and I will be responding to your complaint from this account. If this is not the correct account, then please let me know the correct gateway ID for reference.  
  
  I understand that you are upset about our teams decision regarding the funds being held for ****** transactions. The funds you are referring to have a chargeback returned because your customer did not authorize the transactions. Therefore, those affected eCheck deposits need to be held for investigation. I also understand that you have already contacted our support to request an early release of funds, but unfortunately, this is something we do not have control over as it falls under the jurisdiction of our Risk Investigation team. 
  
  I want to apologize for the misunderstanding/miscommunication; however, I am happy that I was able to provide you with further information and address this issue for you. Thank you for contacting us and have a great day!  
  
  
  Regards, 
  
  **** *.
  
  

• Initial Complaint

  Date:11/26/2024

  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.

  I have been processing payments via Authorize.net for nearly two years, primarily processing credit card payments. I am a sole proprietor invoicing for media consultancy and content production services. I have processed over sixty payments without a single chargeback or incident. I have four regular clients who pay me each month for services, paying a similar amount each time. Earlier this year Authorize.net invited me to accept ACH payments on my account. I subscribed, but my clients continued to pay via credit card. Last month, one client paid me via ACH, which we subsequently discovered was echeck. This was not disclosed to the client at payment option. This client has paid me repeatedly through Authorize.net, without incident. Authorize.net then decided to review my account, asked me for a series of company documents, which I dutifully supplied, and for no reason other than "my business model didn't fulfill their criteria", despite having full knowledge and a record my business activity previously, they closed my account and seized the funds on account. These were put on hold by the risk team for 90 days. I was told I could ask for the funds to be released after thirty days, I did this, and they still refuse to release the funds, despite ether being no chargeback or dispute on the payment. They did this on the grounds of 'business model concerns'. They refuse to communicate what concerns they have, and discuss how these concerns are not shared by any other financial institution that I do business with. I run a small business on very tight margins, and this is having an adverse impact on my cashflow. None of my clients in the history of my business have charged back or dispute a single payment made. I believe it is unreasonable to withhold my funds, and unacceptable not to communicate with me as to why. I have tried to discuss this with their customer service, but the system is Kafkaesque and designed to confuse and deflect rather that help find a resolution.

  

  Business Response

  Date: 11/28/2024

  Greetings Gareth, 
  I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I located gateway ******* under the business name ***************** and I will be responding to your complaint from this account. If this is not the correct account, then please let me know the correct gateway ID for reference. 
    
  
  I want to apologize for the misunderstanding/miscommunication; however, I am happy that I was able to provide you with further information and address this issue for you. Thank you for contacting us and have a great day! 
  
  Regards, 
  **** *******

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22608911
  
  I am rejecting this response because I no longer have access to that account as it has been closed. It is the correct gateway number and correct company name. I wish all communication regarding this matter to be via this platform or directly to my email address at *********************************************
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 12/06/2024

  Hi Gareth,
  
  I appreciate that you provided a feedback regarding your issue with Authorize.net and I apologized for what happened and I know how difficult it may cause you. I appreciate that you provided detailed information regarding to what happened on your eCheck service, specially on to withhold your funds.
  
  I also apologize for the confusion when you are communicating with our supports that helps and find a solution. Rest assured that your concern will be accommodated and resolve. I understand that you are asking for compensation for the delay. We will thoroughly review your concern and your request.
  
  I also checked the history of your conversation with our support and I notice that you talked to a supervisor regarding your concern. I would like to check that first if it will resolve your issue before we can discuss about the compensation you are referring about. I am also monitoring the case so you don't have to worry about.
  
  We are always looking for ways to improve our Client Experience and welcome all feedback youd like to provide. 
  
    
  Let us know if you have any questions, 
  
    
  
  Best regards, 
  
  Joan 
  Supervisor | ***** Client Care | Acceptance Support | Authorize.net

  Customer Answer

  Date: 12/06/2024

   
  Complaint: 22608911
  
  I am rejecting this response because I  am yet to receive my held funds. I wish to have funds released and compensated for the charges to my ***** account that the hold has caused. 
  

  Sincerely,

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

  

  Business Response

  Date: 12/11/2024

  Greetings Gareth,
  
  I would like to thank you for contacting Authorize.net through the Better Business Bureau. As before, I will do everything I can to continue to resolve your concern in a manner that benefits all parties involved.
   
  I completely understand that you would like to get the funds released and be compensated for the charges. Please understand that it is an industry standard to hold funding due to the possibility of returned payments. I am actively monitoring and coordinating with Merchant Acquiring team regarding the release of your funds, but I do not have any updates yet.
    
  I apologize for any inconveniences. Rest assured, once we have an update, we will provide you with further information as soon as possible. Thank you for contacting us, and have a great day.
  
  
  Regards,
  
  ****, F

  Customer Answer

  Date: 12/12/2024

   
  Complaint: 22608911
  
  I am rejecting this response because again you just issue me with meaningless scripted platitudes. At this point I doubt I am even dealing with a real person and '****" is simple an AI generated response. It is not industry standard to seize funds for over 45 days to protect from chargeback, ************** standard time frame is 5 days. Again, you have offered no insight as to why you have withheld my funds. I have a 100% clean record with processed transactions with Authorize.net including many payments from the client  - ******* - whose payment you have held.. Please see attached screenshots - evidence of two subsequent payments from ******* the same Client who's payment you have seized. Why would they continue to pay me if they intended to chargeback on the echeck payment you have withheld? You have reason to suspect they will, and in fact the evidence provided overwhelmingly indicates they will not. They are even willing to write a letter to confirm this. Please issue me my funds without further delay.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:10/12/2024

  Type:Product 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.

  In May I was looking for a merchant for my small business and decided to go with Authorize.net after speaking with them and them selling their suppose to be good services to me. I had been using Square merchant services in the past. It wanted to try a different credit card processor. Well after approval 2 weeks later I received a message that I could no longer use them as a cc processor and I called to find out and I was given the run around about different things for several weeks and was told that my funds would be put on hold and reserved for 120 days in case of any chargebacks. I ask if they could keep an amount in reserve but release a certain amount to me for inventory and products and they said no that they couldnt do that so that took a huge toll on my small business and up until now I still have not yet received my funds and they are still continuing to charge me for their fees. I have not had any chargebacks from my customers. The only chargebacks have been from them trying to continue to withdraw money from my account for their fees. Why should they continue to charge me for service that they discontinued and stated that I could no longer use. This has really put a damper on my small business and I would like for my funds to be released. My company name is: *****************

  

  Business Response

  Date: 10/14/2024

  Greetings Pamela, 
  
  I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I located gateway 2666687 under the business name “SMS” and I will be responding to your complaint from this account. If this is not the correct account, then please let me know the correct gateway ID for reference.
  
  I understand that you have concerns about the funds you have not received since you started processing using START as your Merchant Service Provider. I know it can be frustrating to be charged for using the service without seeing the funds deposited into your bank account. Here at Authorize.net, our role is to process your transactions and submit them to your Merchant Service Provider, which in this case is START. It is then START's responsibility to deposit the funds into your bank account. I am not entirely sure why they are holding your funds if there are no chargebacks from your customers. Additionally, I would like to confirm that I am looking at the correct account. You mentioned that your company name is Pams Hair Designs, correct? Can you send us the correct GWID so I can check it.
  
  The only thing I can do is to arrange a three-way call with them, as this issue can still be resolved on their end. During the conference call, we can discuss the next steps to ensure your funds are deposited. I will also need your best contact number and your availability so I can arrange a callback.
  
  I want to apologize for the misunderstanding/miscommunication; however, I am happy that I was able to provide you with further information and address this issue for you. Thank you for contacting us and have a great day!
  
  
  Regards,
  John, F

  Customer Answer

  Date: 10/15/2024

   
  
  Complaint: 22413966
  
  
  
  I am rejecting this response because: I’m still waiting to have a three-way call with the business to see if they will release funds then I will update. 
  
  
  
  Sincerely,
  
  
  
  Pamela Bates

  817-704-9486 (best contact number) availability anytime. Let me know when to expect a call (need asap)

  

  Business Response

  Date: 10/15/2024

  Greetings Pamela, 
  
  I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I located gateway 2666687 under the business name “SMS” and I will be responding to your complaint from this account. If this is not the correct account, then please let me know the correct gateway ID for reference
  
  Thank you for providing the contact information. We will call your Merchant Service Provider and arrange a three-way call with them as soon as we receive an update from you, whether they will release the funds so we can take appropriate action.
  
  Thank you for contacting us and have a great day! 
  
  Regards, 
  
  John,F 

  Customer Answer

  Date: 10/17/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22413966, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Pamela Bates

• Initial Complaint

  Date:08/01/2024

  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.

  July 31 This Authorize.net company sent me a receipt they collected for another company ( Local Presence Online 2 ) because they are a ( ***************** The problem is that I have not done business with that other company ( Local Presence Online 2 )for three years, and Authorize.net still takes money from me even though no one can reach this Local Presence Online because they are out of business. The company ( Local Presence Online 2 ) they are collecting for is no longer in business, and my credit card company can not reach anyone.

  

  Business Response

  Date: 08/05/2024

  Greetings ***********************,

  I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I located a gateway under the business name Local Presence Online 2 and I will be responding to your complaint from this account.

  As a gateway we cannot refund or stop charges on behalf of the companies that use our service to charge their customers. You would need to work with that company directly Local Presence Online 2 or since you mentioned you are having difficulty communicating with them, you can also work with your card issuing bank to dispute the charges if they were charged illegitimately or you can also file with the BBB to address that company rather than the gateway service they are using.

  I understand the frustration when there is a lack of communication from the business that is issuing a charge. I am happy that I was able to provide you with further information and I have also included the business phone number we have listed for that business below. Thank you for contacting us and have a great day!
  
  Local Presence Online 2
  **************

  Regards,
  ******************

• Initial Complaint

  Date:07/31/2024

  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.

  I switched credit card merchant companies. Both of which used authorize.net. But when I switched they didn't cancel the old account, so I was double billed for more than 6 months. I tried to cancel, but they did not cancel my account. It took 3 attempts to finally get it cancel. But now 3 months later that have sent me to collection for $68.57. I called them again and explained the problem but the customer *** said he couldn't help me. I asked to speak to a supervisor. He put me on hold for about 10 minutes and then returned and said that there weren't any supervisors available. Terrible customer service!!! They took hundred of dollars from me for an account that I thought was closed (and that I never used during that time.

  

  Business Response

  Date: 08/02/2024

  Greetings *******, 
  
  I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I located gateway ******* under the business name mikesmirrors com and I will be responding to your complaint from this account. If this is not the correct account, then please let me know the correct gateway ID for reference.  
  
  In reviewing your account, I do not show any contact to our Customer Support Team requesting the account to be closed as all accounts are closed either by phone or chat only; which are open 24/7. 
  
  Per our merchant agreement in the below link, you agree to automatic monthly charges until you request the account to be closed. Since this did not happen, we continued to bill you each month. The account was closed on April 30th due to a past-due balance and was sent to our collections agency, ****** and ******, on July 18th, 2024 after sending you 3 email notifications of the past-due balance. 
  
  In order to qualify for any refund, the balance must be resolved with our collections agency, ****** and ******. Once the balance has been resolved with our collections agency, please reply here with the month and year that you closed with your merchant services provider and I will be happy to see how much of a refund you qualify for.
  
  ********************************************************************************************************
  
  I want to apologize for the misunderstanding; however, I am happy that I was able to provide you with further information and address this issue for you. Thank you for contacting us and have a great day! 
  
    
  
  Regards, 
  
  Lincoln G.

  Customer Answer

  Date: 08/07/2024

   
  Complaint: 22073556
  
  I am rejecting this response because:

  I was double billed from authorize.net for over a year.  You were supposed to close my first account when my 2nd account opened. Then after over a year when I realized that you were taking money for both accounts (one of which I no longer used) I called and tried to cancel with you and the *** said he could not cancel it because I didn't know the password (I only knew the password for my new account.  I tried to get him to email me a password since you guys have my email.  But he said he couldn't.  He did not give me any options of how I could cancel it.  It is very frustrating when a company is taking your money and I had no way to cancel it.  So I went to the bank and had them do a stop payment because I did not know any other options. I was going to just forget about the hundreds (maybe even thousand) of dollars you charged me for a dead and unusable account.  But then you sent me a bill for $40 something and I emailed back and explain all my problems and said "if you want me to pay this I will, but then I will file complaints and leave bad reviews for authorize.net.  No one responded until I got notice that it went to collection.  So, I just paid the $68 to the collection company.  But I am still unhappy and disappointed with Authorize.net.  HUGE HASSLE TO CANCEL.  TERRIBLE CUSTOMER SERVICE.  UNREASONABLE CHARGES.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/12/2024

  Greetings *******, 
  
  I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I located gateway ******* under the business name mikesmirrors com and I will be responding to your complaint from this account. If this is not the correct account, then please let me know the correct gateway ID for reference. 
  
  I believe I was able to find the newer gateway that was created when you switched under the business name of "ATOP AUTO BODY and MIRRORS." I do see that you chatted in 12/5/2023 wanting to close your old account, but for security reasons chats can only help with the account you are logged in to; the team member suggested to either log in to the old account or call our 24/7 number for assistance. I do see that you called in later, but disconnected in the middle of the call before the account that needed to be closed could be identified. Because of this, the account, gateway *******, was never able to be closed and kept billing you per the merchant agreement referenced in the last response.
  
  I do see, however, that you did pay the collections agency, so I was able to issue you a refund of 6 months of the fees that were billed. This totaled $188.00. Refunds can take between 1-2 weeks to fully process and post to the bank account that we have on file. I would recommend making sure that the bank account that we were billing is aware of the refund so they don't reject it.
  
  I want to apologize for the misunderstanding; however, I am happy that I was able to provide you with further information and address this issue for you. Thank you for contacting us and have a great day! 
  
  Regards, 
  
  Lincoln G.