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

  
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  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:07/24/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My account with ********************** was fraudulently opened and I was charged monthly fees for over a year. Once I realized what was happening, I contacted the company, at which time I was informed that someone other than myself opened my account. I was instructed to submit a police report, which I did; send them proof of that filing, which I did; and I was told my amount would not be sent to collections while the dispute was being investigated. They sent my account to collections, and are now telling me I must wait for resolution, and that they will not take my account out of collections. Extremely poor customer service and communication by **********************.

  

  Business Response

  Date: 07/29/2024

  Greetings Yona, 

  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 an initial investigation into your case, it appears that our department that handles these inquires has not received the police report that you mentioned you had submitted. The police report is a critical piece of evidence in our investigation and in resolving this issue.

  I have had our department reach out to you to request that you email us with the report attached. Please continue to work with that department to resolve this issue.
  

  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:07/19/2024

  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.

  Complaint against Authorize.net regarding customer billing data migration On April 9, 2024, at 4:06 PM, I engaged Authorize.net to export my customer billing data to Stripe, as Stripe offers significantly better rates when all fees are considered.I provided Authorize.net with precise instructions from the winning merchant, Stripe/Zoho Payments, and completed all required forms.Midway through the migration process, Authorize.net inquired about how I wanted the data delivered, despite this being clearly specified in the original case submission. The specifications were handed directly from Stripe to Authorize.net.Although I agreed to receive the data personally, unaware of Stripe's policies, we were unable to complete the migration due to Stripe's policies and Authorize.net's failure to follow my original instructions.Subsequently, Authorize.net informed me that I would need to pay an additional $250 to initiate another transfer.I find this unacceptable, as Authorize.net did not adhere to the original case details and the specific instructions I relayed from Stripe/Zoho Payments.I am requesting a refund for this failed migration, which did not yield the results clearly specified. I am willing to pay $250 for a successful migration completed according to the original scope.Thank you for your attention to this matter.Sincerely,******************************* -----------------------------------------------------------------------------I'm unable to fit the original migration scope and specifications below due to length. I'm happy to provide it, which clearly outlines what Authorize.net was SUPPOSED to do.

  

  Business Response

  Date: 07/22/2024

  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 BlueSoft, LLC. 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 frustration of the original extraction not going as planned. In your initial request, it is not clear if the extraction data will be sent to Zoho or Stripe. Authorize.net has different processes for extractions depending on if the extraction is going to Zoho or Stripe, we asked for this clarification on 4/9/2024 at 5:33 pm and 4/11/2024 at 6:29 pm. Your response to this is that the extraction file was going to Zoho. 
  
  Upon our account specialists reviewing the data extraction waiver submitted, on 4/17/2024 at 5:13 am, we let you know that if the data is going to Stripe, we have a process in place to just send it to them directly. Your response to this was to send the data to you so you could send it to Zoho. The data extraction was then completed and the data was sent to you on 5/29/2024 at 7:17 am. All times mentioned above are in Mountain Time. 
  
  The reason the second extraction will be billed is because you had requested that the extraction data be sent to you despite multiple attempts to get clarification on where the data needed to be sent.
  
  I want to apologize for the frustration; 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: 07/22/2024

   
  Complaint: 22016824
  
  I am rejecting this response because:

  This is the original project scope below. I've removed private information. You can compare to your records.

  Hey *********,
  
  We would like to inform you that we have initiated the migration process from our end. So, we request you to kindly get in touch with Authorize.net to initiate migration either by sending an email or by filling a migration form (if available in their website). While submitting a migration form or email, please make sure to notify Authorize.net to include the below information in the migration:
  
  
  Customer details : Customer Name
                                   Phone Number
                                   Email Address.
  
  
  Card information : Card Number
                                   Expiry
                                   Card Holder Name
                                   Billing Address.
  
  
  SCA status (or SCA Network Transaction ID) to reduce the decline of SCA mandatory cards.
  Please do let us know once the migration file is ready, so that we can proceed accordingly. 
  
  The below is the next step of migration. 
  we have included Stripe's PGP Public key, as Zoho Payments uses Stripe as its processor.
  
  Authorize.net can import this public key and encrypt the ********* file using the following command:
  gpg --encrypt --recipient xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx CardDataFile
  
  This command will create a CardDataFile.gpg file with the following information:
  Key ID: xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
  Key type: RSA
  Key size: 4096 bits
  Fingerprint: xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
  User ID: Stripe Import Key (PCI) <*****************************>
  
  Please find the Stripe's PGP Public key in the attachment.
  
  Regarding your query on experiencing any downtime of your payment gateway during the process, we would like to inform you that you will not face any hiccups as such.
  
  
  Feel free to reach out to us in case you have further questions
  
  
  Regards, 
  ******* S
  
  

  The message above clearly outlines the scope and says nothing about sending me the data. Your team decided to change the scope. If you're not going to own up to this or refund my money, that's fine. I'll be posting my opinion about Authorize.net everywhere I can and will inform my clients to not to use your services.

  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 07/23/2024

  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 BlueSoft, LLC. 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. 
  
  The information you posted is what was put in your case originally. However, since it mentions both Stripe and ****, our account specialists needed to be absolutely sure what party the data needed to be sent to. This is because, as explained previously, we have a separate process for a data extraction data going to Stripe compared to if the data extraction data is going to Zoho. All times below are in Mountain time. 
  
  Here is our original request for clarification on 4/9/2024 at 5:33 pm:
  
  "Hello *********,
  
  Thank you for reaching out to us regarding your extraction and answering the questionnaire.
  
  One thing we need to confirm you are moving to Zoho/Stripe.We need to know if the files are going either directly to Zoho or directly to Stripe. If you could please clarify this we can get this extraction process going for you.
  
  Thanks,
  Authorize.net Account Specialist."
  
  You then posted the same information you had before, so we asked for clarification again on 4/11/2024 at 6:49 pm:
  
  "Hello *********,
  
  Thank you for reaching out to us regarding your extraction.
  
  One thing we need to confirm you are moving to Zoho/Stripe.We need to know if the files are going either directly to Zoho or directly to Stripe. If you could please clarify this, we can get this extraction process going for you.
  
  Thanks,
  *****
  Authorize.net Account Specialist."
  
  This was your response to the second attempt to get clarification. You posted this response on 4/15/2024 at 6:33pm:
  
  "The files are going directly to Zoho Payments"
  
  Our account specialists then sent you the data extraction waiver and once you sent it back, they reviewed the waiver and once again stated that we have a separate process to get the data to Stripe and gave a third opportunity for you to state that the data was going to Stripe; this was on 4/17/2024 at 5:13 am:
  
  "Hello *********,
  
  We noticed you mentioned you are moving this data over to Stripe. We do have a direct relationship with them and are able to send the data to them directly. If you want us to send it directly to them, please fill out the attached form instead as it is slightly different from the other. If you would like us to still send it to you, then just let us know that.
  
  Regards,
  Authorize.Net Account Specialists"
  
  Here is your response on 5/22/2024 at 11:39 pm:
  
  "Please just send it to me. I'm sending it to Zoho Payments, who uses Stripe I guess."
  
  Authorize attempted three times to clarify where the data was to be sent because we could've just sent the data extraction data directly to Stripe if you had specified that the data was going to Stripe. Because you stated that the data was going to Zoho and then eventually you requested that we send the data to you directly, we processed the data extraction and sent the data to you directly.Because of this, the second extraction will be billed.
  
  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: 07/23/2024

   
  Complaint: 22016824
  
  I am rejecting this response because it is clear that you are selectively presenting data. The bottom line is that you did not adhere to the original scope of the project. It is disappointing that instead of acknowledging the miscommunication from both sides, you choose not to refund the payment for an unsuccessful export. I am more than willing to pay for a successful export or transfer. However, it is disheartening that a multi-million dollar company would withhold $250 when the original request was not fulfilled.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 07/29/2024

  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 BlueSoft, LLC. 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.  
  
  The comments shared were not selectively presented. The case and all case comments are available for you to see any time to fact check. There would be no point in selectively presenting the comments. 
  
  Authorize.net made three clear attempts to state that we have different processes for sending the data extraction data directly to Stripe then for sending the data extraction data to you/Zoho. Authorize.net mad three clear attempts to specify where the data extraction data was to be sent. Authorize.net processed the data extraction and sent the data directly to you. Since the service was rendered and delivered as was requested, the extraction cannot be refunded.
  
  I want to apologize for the frustration; 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.

• Initial Complaint

  Date:05/09/2024

  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.

  Dear BBB Officer,I want to bring to your attention A MASSIVE FRAUD being committed by Authorize.Net, which is also evident from other complaints on your very helpful platform.A customer purchased a product from my company's website on April 02, 2024, for $799 via a credit card. The transaction was routed through Authorize.Net, which did not transfer the charged funds to my bank account. Instead, after a few days, I received an email that they had closed my account for undisclosed reasons, and would be holding the $799 for 120 days in case the customer asks for a chargeback.I was shocked, and visited your platform, which evidenced that Authorize.Net had similarly scammed many other small businesses, like mine is. So, I asked the customer to ask for a chargeback.The customer accordingly disputed this $799 transaction with their credit card company. However, Authorize.Net, instead of paying the $799 from my funds that they are holding, took $799 out of my bank ****************************** has stolen my $799, which I need back. I will be contacting different states' Attorneys General in this regard, but wanted to seek your very kind advice first.Thank you very much for taking a look at my issue with this fraudster company (as evidenced by many other complaints on your platform), and sincerest regards,Nikhil

  

  Business Response

  Date: 05/15/2024

  Greetings Nikhil,

  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 DISRUPT **** 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.

  After reviewing the account and contacts under this gateway I was able to see that there was a closure of the account by our risk department, please note that we do not disclose reasons for risk closure due to the risk of fraud. Also please understand that as part of an automated process when a chargeback happens it is deducted from the account balance and can cause a negative account balance which would result in a debit if there have been no other transactions on the account. The held funds are not released in this situation as the merchant can dispute the chargeback and the customer can initiate the chargeback again in such a disputed situation.

  The 120 day hold of funds and this entire process is an industry standard that helps protect against fraud and loss for all companies involved. Please know that the funds that are being held will be released after the 120 days or earlier depending on the chargeback situation.

  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: 05/16/2024

   
  Complaint: 21688031
  

  Dear Better Business Bureau Officer,

  I sincerely thank you for your continuing very kind help in helping us in our contentious issue with the company (Authorize.Net - Visa).

  I am rejecting this response because:

  The company's response is just further obfuscation from the company in order to hold our stolen funds illegally. It becomes immediately patent from the company's verbose, but without any just reason, response, during any legal proceedings, that the company has no legal basis or authority to hold our funds, especially since I (the merchant) had categorically informed Authorize.Net's agent (**** in the **************** that we do not wish to dispute this particular chargeback. This was also mentioned in our initial BBB complaint that I had specifically asked the customer to ask for a chargeback from their credit card firm. Therefore, Authorize.Net cannot legally claim a potential dispute from our side as a basis for holding our funds. Also, contrary to the company's contention of 120 days being the industry norm for holding funds, my discussions with my attorney have yielded this to most probably be untrue, as well, since no business can function if customers are allowed 120 days to dispute transactions, since then the customers may just use our products (electronic devices) and return within 120 days (for any reason), which is much beyond the industry standard return policy of 15 to 30 days.

  In any case, based on this company's similar egregious behavior towards numerous other small businesses, as evidenced on your platform, I wasn't expecting any way the company would pay back our stolen funds through this complaint, not including the multitude of requests that we have made to the company over the past several weeks, before seeking recourse on your very helpful platform.

  Therefore, as exceedingly also in the interest of securing other small businesses in ******* against Authorize.Net's similar fraudulent activities, I have brought this issue to the attention of US Attorney General ***************************** and multiple states' Attorneys General, and asked my company's attorney to initiate legal proceedings against this firm to recover our stolen funds.

  Sincerely,

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

   

   

   

  
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 05/21/2024

  Greetings Nikhil,

  To address your concerns, I would like to refer you to Visas public rules and Mastercards chargeback guide.While you are correct that customers are not always allowed to dispute charges up to 120 days, there are situations and laws that require this ability to be available to card holders. These can be found at these URLs or by searching the individual credit card network's chargeback rules and guidelines.

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

  Also, as explained on the same phone call that you referenced in your answer, this does not allow us to indefinitely keep funds; we can merely hold them for a limited amount of time. It was also explained that you can request an early release of funds. I cannot guarantee that our risk team would allow that, but working with our risk team would be the best way to expedite any release of funds.
  
  I understand that navigating these policies can be complex and sometimes frustrating, but I do assure you our company complies with all known applicable law, regulations, and requirements. Should you feel the need to further pursue this matter legally. Please direct all legal enquiries to our **************** at the contact information below
  
  Attn: Legal.
  Authorize.Net
  P.O. Box 8999
  *********************************
  Fax:************

  Customer Answer

  Date: 05/21/2024

   
  Complaint: 21688031
  
  I am rejecting this response because:

   

  This company has indulged in blatant crime - they have been holding our funds illegally for numerous weeks, then they stole funds from our bank account without any prior notice, and, most egregiously, neither of these funds - the ones they are holding and the ones they stole - have been used to pay the customer back for almost 2 weeks now. Since these acts are serious financial crimes, we have brought it to the attention of federal and state law enforcement authorities.

  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:05/07/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I use authorize.net for shopify, shopify alerted me I have 30 days to update my payment processor, because it will no longer be compatible, I attempted to do this though authorize .net and was told it could not be done and to call a third party. Shopify is making clear authorize.net processor needs to be updated and your company refuses to update the processor. I need the processor updated so I can keep accpeting payments and your company gagve me run around instead of updating Please update the processor Gateway ID ******* email ********************

  

  Business Response

  Date: 05/14/2024

  Hello ******,
  
  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 osm buy and I will be responding to your complaint from this account. If this is not the correct account, then please let me know.  
  
  It does look like you have opened case ********* with our digital team and they are awaiting additional information. They need to understand more about what Shopify is asking and if you do want to update your processor you would need to attach the *** sheet to your case. This sheet has a list of the numbers and the name of the new processor you would like to switch to. Normally you would get this information from your ******** Service Provider (MSP).

  In addition to your support case, we offer 24x7 via chat and phone as well *************. Once you have your *** sheet from your MSP just give us a call and it only takes a few minutes to update your account.   
  
  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:03/12/2024

  Type:Sales and Advertising 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 Authorize.net approved my business as a merchant company, my costumer start shopping from my website after 3 days Authorize.net close my account with out any officiation and hold $800 for minimum of 30 days, this is a kind of new business and $800 holding money can effect the business, they could not approved me and I had a chance to apply for another company. Probably they try to collect some capital from businesses, otherwise they should disapproved me in the first place

  

  Business Response

  Date: 03/14/2024

  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 PNB 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.
  
  When you were originally approved for the merchant account through **********************, our underwriting team had done enough underwriting to approve you. However, the underwriting process is not complete until after transaction processing has taken place and our underwriting team can do an initial review. Upon finishing that initial review, your business model no longer fell under our sponsoring bank's guidelines for businesses that we can support with merchant accounts and the merchant account was terminated. 
  
  When a merchant account gets terminated, the funds are placed on hold for a minimum of 30 days up to 120 days. You may be eligible for an early release of funds. To see if you are eligible, you will need to call our merchant account support team at ************.
  
  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.

• Initial Complaint

  Date:12/19/2023

  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.

  This credit Card processing account was closed when we transferred to another processor, yet they kept billing us $22.95 every month since the last transaction on April 2022.They offered only a limited correction and refund of $183.60 instead of the full $459.00.We are asking for a fair settlement.

  

  Business Response

  Date: 12/20/2023

  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 Sensible EMS 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 want to get some additional settlement in regards to the Authorize.net account as you thought you had cancelled it when you switched to a new ******** Services Provider (MSP) or Processor. Cancelling with your MSP or Processor does not cancel the Authorize.net account as we are separate entities. We received no request to cancel this Authorize.net account until 12/19/2023 and which point it was explained that Authorize.net, according to the merchant agreement that was agreed to when you activated the Authorize.net gateway, does bill every month regardless of if the account has transactions running through it since the billing is based off of access, not usage. See section 5 and 6 of the below merchant agreement. 
  
  ********************************************************************************************************
  
  At the time of closure we were under no legal obligation, per the merchant agreement mentioned above, to refund any of the fees we had charged you. We understand that things happen and transitions can be confusing, however,  so we refunded 8 months worth of fees ($183.60) as a courtesy. We feel that this is more than fair, but I was able to refund 2 additional months of the fees we billed you ($45.90) which equates to a total refund of 10 months ($229.50), or half of what you were billed.
  
  I want to apologize for the confusion; however, I am happy that I was able to provide you with further information, additional refund, and address this issue for you. Thank you for contacting us and have a great day! 
  
    
  
  Regards, 
  
  Lincoln G. 
  
  

  Customer Answer

  Date: 12/22/2023

   
  Complaint: 21032615
  
  I am rejecting this response because:

  Indeed there is a lot of confusion between you, Paysafe, ***************** services, and the bank.

  The bank (***** Fargo) says that the *** debit descriptions you are sending are inadequate and vague.

  Even though we called support to close the account and did not process any transaction since June 2022 and the closing of the account, you charged us quite a lot of money, but Flagship also charged us over $3,000 extra.

  As a compromise, we will accept $250.00.

  Thanks
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 12/25/2023

  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 Sensible EMS 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.  
  
  Paysafe, ***************** Services, Authorize.net, and your bank are all separate entities and cancelling your account with one, does not close them all as explained previously.
  
  Our ACH billing descriptor is the following "AUTHNET GATEWAY DES:BILLING" which makes it quite clear that Authorize.net would be billing you. We received no communication to close the Authorize.net Gateway mentioned above until 12/19/2023 at which point the account was closed and were issued a refund of 8 months of fees. We have now, as an extra courtesy, extended that refund to 10 months of the fees, which is half of what you where billed. 
  
  We also explained previously that Authorize.net is legally allowed to bill you every month whether or not the account is used as our monthly gateway fee is based off of access to the service, not usage of the service. See the merchant agreement that you agreed to during the activation of your Authorize.net account below. We were also under no legal obligation to refund any of the fees. We will be unable to refund any more of the fees that we billed you, but have been more than generous in meeting you half way because we know things happen and not everyone pays close attention to their billing statements. 
  
  ********************************************************************************************************
  
  In order to address the $3,000 that Flagship charged you, you will need to reach out to them.
  
  I want to apologize again for the misunderstanding/miscommunication; however, I am happy that I was able to point you in the right direction and address this issue for you. Thank you for contacting us and have a great day!
  

  
  Regards,
  
  Lincoln G.

  
  

  Customer Answer

  Date: 12/28/2023

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/19/2023

  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.

  AUTHORIZE.NET WILL NOT RELEASE OUR STANDARD BUYER CREDIT CARD TRANSACTION, BUSINESS AS USUAL, CLEARED CREDIT CARD FOR THE AMOUNT OF $20,600.00. FAR BEYOND THE ACCEPTABLE TIME TO DEPOSIT IN OUR COMPANY BANK ACCOUNT. THEY ARE ALLEDGING SOME BOGUS CLAIM OF REQUESTING BANK STATEMENTS AND CREDIT CARD STATEMENTS OVER SEVERAL MONTHS, TO RELEASE OUR FUNDS. WE HAVE BEEN A CUSTOMER FOR OVER 10 YEARS, AND NEVER HAVE HAD THIS QUESTIONABLE DEMAND. WE HAVE SENT THEM TWO FORMAL DEMANDS FOR OUR $20,600.00 THEY WILL NOT RELEASE. WE HAVE HIRED A LAWYER . DO NOT USE THIS COMPANY ....... ADVISE RUN!!!!

  

  Business Response

  Date: 12/20/2023

  Hello ***,

  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  Authorize.net gateway, ******* under the business name ****** Group and I will be responding to your complaint from this account. If this is not the correct account, please let me know the correct gateway ID for reference.  

  On this gateway, Authorize.net is not serving as your ******** Service Provider (MSP), the company who provides you with funding. Since this is a funding concern, you will want to reach out to the company who normally provides you with deposits. If you dont know who that is, your bank will most likely be able to provide you with a phone number for whichever company has made deposits for you in the past.

  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, 
  ****** W 

  Customer Answer

  Date: 12/20/2023

   
  Complaint: 21032357
  
  I am rejecting this response because

  We do not agree with the response. Our merchant services card provide IS Autorize.net now ,and for years.  The support is below. As you will see the 

  transaction is/was via AUTHORIZE.NET .  We need our funds, and expect them to be released into our account today. In addition we have email support to 

  the Auctorize.net account manganers , and the alleged risk manager . They do not respond to our demand emails, answer the provided number.  We will include these 

   folks , personally in our legal action if needed. 

  Merchant Profile
  Help
  
  ****** Group
  Payment Gateway ID: [ ******* ]

  The transaction in claim is for $22,600.00 almost 2 weeks , ago . 

  Transaction Detail
  Help
  
  
   Transaction ID: ************ Create ARB Subscription from Transaction
  Transaction Status:  Settled Successfully  
  
  
  Settlement Information
  Settlement Amount: USD 22,600.00
  Settlement Date and Time: 11-Dec-2023 16:24:27 PST
  Business Day: 11-Dec-2023
  Batch ID: *********
  Authorization Information
  Authorization Amount: USD 22,600.00
  Submit Date/Time: 11-Dec-2023 12:18:52 PST
  Authorization Code: 05590Z
  Reference Transaction ID: Not Applicable
  Transaction Type: Authorization w/ Auto Capture
  Market Type: MOTO
  Product: Card Not Present
  Address Verification Status: AVS Not Applicable (P)
  Card Code Status: Not Applicable
  CAVV Result Code: Not Applicable
  Fraud Score Applied: Not Applicable
  Recurring Billing Transaction: N
  Partial Capture Status: Not Applicable
  Customer IP:
  Payment Information
  Card Type: MasterCard
  Card Number: XXXX9903
  Expiration Date: XXXX
  Total Amount: USD 22,600.00
  Order Information
  Invoice #: ******
  Description: KENWORTH

   

   

  
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 12/25/2023

  Hello ***,

  Thank you for your response. I do apologize but Authorize.net does not provide you with your deposits. Your gateway with Authorize.net has been open since this year. We authorize the credit card transactions on your account and then send the information to your ******** Service Provider (MSP). It looks like your Authorize.net gateway was opened by one of our Partners, iPayment, **** The phone number I have for them is: **************.

  They may be your MSP or may know who your MSP is. If they dont handle your deposits, I would suggest calling your bank and asking for the name of the company who provided your deposits in the past.

  I want to apologize again for the misunderstanding/miscommunication; however, I am happy that I was able to point you in the right direction and address this issue for you. Thank you for contacting us and have a great day!

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

• Initial Complaint

  Date:12/03/2023

  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.

  Legitimate transactions made for client web hosting services funds are being held by authorize.net. I have tried 3 times go get them to release these funds and keep getting the run around. They have been sitting on one transaction since October 27th and have failed to release the funds. I am a small business owner and can't run my business without these funds.

  

  Business Response

  Date: 12/04/2023

  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 can understand your concerns over the funding hold for credit card transactions. This is a standard practice for all new merchants who have a merchant account through Authorize.net; as with all underwriting done, there are internal checks and balances in place to ensure the protection of Authorize.net and the businesses we work with. As part of these underwriting practices, it is standard to have a funding hold period (please see section 15 of the acquirer agreement that can be found in the "merchant profile" page of your Authorize.net merchant interface). Once initial transactions have been processed, our underwriting team does their final underwriting review; at which point they may ask for additional documentation. Once the final underwriting review is complete, the account will be moved to our standard funding hold period, which is 5-7 business days. 
  
  I did some research and found that you have called in before and we have released a part of your funds already. To get the remainder of your funds released, you will need to call our merchant acquiring team at ###-###-#### during their business hours, 7am-6pm Mountain Time Monday through Friday.
  
  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: 12/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

   

  As of 12/7/2023 not paid us the money they owe us.  We will be cancelling our account with them once all monies are paid. If this is not done by the 15th of December we will be reaching out to the State of Florida Attorney General's Office.
  
  
  
  
  ****** *****

  

  Business Response

  Date: 12/11/2023

  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 wanting to get the money for the transactions you have processed. I do see that you had contacted us on 12/8/2023 to close your Authorize.net account. The representative that you had spoken with had requested that the rest of your funds be released to you and had gotten a response that we had already released the remainder of your funds that day. If you haven't seen those post to your bank account yet, they should post within 2-3 business days depending on how long it takes for your bank to post them to your account. 
  
  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: 12/11/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:11/14/2023

  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 in business for a decade now. I started with authroized.net and after a few years went with another vendor. Recently I went back to authorized and so wish I hadnt. They have been holding my funds for over a month. Why? Because I hit some imaginary threshold that Im now at aligns with my business that they approved. How much are they holding? Over $170,000.00. After weeks of requesting my money, was informed yesterday that they would be releasing the funds. This morning, not only was there no $170K deposited, they actually took $7,800.00 with no information l, just a withdrawal. This put our account in the negative and our payroll will now not be able to be processed. We have not been able to conduct business IE order raw materials and manufacture product to fulfill orders. We have lost several significant clients and now an employee. We want an explaination, our money owed and damages.

  

  Business Response

  Date: 11/15/2023

  Hello *****,

  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 2 Authorize.net gateways, ******* and ******* under the business name GENEPRO PROTEIN and I will be responding to your complaint from these accounts. If these are not the correct accounts, then please let me know the correct gateway ID for reference.  

  On both gateways, Authorize.net is not serving as your ******** Service Provider (MSP), the company who provides you with funding. Since this is a funding concern, you will want to reach out to the company who normally provides you with deposits. If you dont know who that is, your bank will most likely be able to provide you with a phone number for whichever company has made deposits for you in the past.

  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, 
  ****** W 

• Initial Complaint

  Date:09/30/2023

  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.

  I am new with Authorize.net, one month to date. I am not new to my business of 18 years. I started using Authorize.net because I launched a website. Prior I used Square to process transactions. On Friday September 22, 2023 I placed an order for $860. authorize.net flagged the processing because of the size of the transaction. But did not notify me for 2 business days, 1 day after I should have received the funds. They said I needed to provide more information, name, address, phone number of my clients card, and copy of invoice. I got info and returned email. Nothing for 2 more days. I call. They said it is in risk mgmt for review as they have to contact my client to confirm they approved the transaction! I asked for number to call risk mgmt directly, **** said they only accept communication by email. So I sent email Thursday same day. Friday, now a week later, no word. I call back and lady said it usually takes 1 to 2 business days for review once they contact the cardholder. She said you should get a reply and release by Monday or Tuesday! Unbelievable! I said why was this transaction flagged? Ive been in business 18 years with over ****** orders with Square and not once had this problem? She said you are a new account and any large transaction could be flagged until you build history with us past 90 days before flagging will be less. I said you are kidding me! She also said you are limited to the $14,000 monthly sales transactions ir risk more orders being held for review. What? I just added 105 new clients from a recent expo and Will he more than doubling my business and your telling me to expect more holds? She said yes. After 90 days you can request a review to raise your limit. I said I cant wait 90 days! I said you are anti business and archaic ****s style service! I says your competitors dont have your restrictions. She said we are not our competitors. I said you sure are not! Run from Authorize.net. They wont help you!

  

  Business Response

  Date: 10/06/2023

  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 PrinterShoppe,LLC 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.  
  
  It doesnt look like we control the funding on your Authorize.net account. You will want to get in touch with your ******** Service Provider (MSP) to discuss any holds.Authorize.net authorizes the credit card transactions that come into your gateway and after we have authorized them, we will pass that information at the end of the day to your MSP so they can provide you with the funding based off what we tell them has been authorized. Please reach out to your MSP for more information on your missing 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: 10/11/2023

   
  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.
  
  Sincerely,
  
  *********************