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:09/30/2023

  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.

  On 9-24-2003 I accepted the terms and conditions and application form for Authorize.net to process my website's online credit card processing. After a few days, I noticed that my funds were not being deposited into our company's bank account. I contacted Authorize.net’s customer service to request an explanation and their representative told me that he has forwarded my request to the appropriate department, and I would receive an email with an account representative in charge to address my concerns and questions. Nothing was received and no email or call was made to me. I called again and discovered that the first representative never opened a service ticket and that this new representative, Sam, would now open a new service ticket. I then received an email from them asking for a Preprinted voided check to verify my bank account which had already been verified in the initial application and contract. I once again complied and sent the requested voided check to the email for the underwriters/Risk Department which had already approved my account. The next day I called again and I was told that it takes two business days to get a reply and a decision. Meanwhile, $14,000 of funds were accumulating and not being transferred to my bank account. I explained that my application was already activated by the underwriters and I was using Authorize.net to process my online payments which now have summed up to over $14,000 and have not been deposited into my account. The representative told me to wait for their decision and I would get a reply soon and there should be nothing else that they will need. I explained that the bank account had been verified in the initial application and why was I being asked to provide this information again which I once again gladly offered with the voided check. He could not explain and once again asked me to wait for a representative to contact me. I received an email that my account had been closed and that my funds would be held up for 120 days

  

  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 “******** *********** ********** ********** ****” 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 Authorize.net, 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. During that initial review, our underwriting department may ask for additional documents, which they did in this instance. 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 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.

  Customer Answer

  Date: 10/13/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: There is no justification for freezing my company's 14k plus which has been already withdrawn from the clients' bank account.  To hijack and keep our hard earned money hostage based on baseless or no evidence or explanation is robbery.  I am back with PayPal and I transfer my funds successfully every night and if there is a charge back or a claim (very rare or nonexistent), I address it accordingly with evidence and attachments with proof and if the claim turns out to be in the favor of the card holder, PayPal withdraws and reverses those funds from our bank account which your company already has and approved.  I request that you release our funds now based on the history and absence of any charge-backs and if for some rare unforeseen reason there is a charge-back the proper paper work is sent to me to reply and provide proof of services provided.  Your decision to withhold 14k of our money based on some underwriter's arbitrary decision, after we had been approved, is unjust and frankly should be illegal. Meanwhile you are acting as a gateway only and charging me a monthly fee for a service that I am unable to use since you closed my processing account and have not contacted me, as promised by your representatives, for another processor that would be able to work with us.  We are not a high risk business and have been in business for 30 years! We work with homeland Security, The FBI, hundreds of State Boards and thousands of accredited universities in the United States and have never ever been treated so badly by anyone as we have with your company.
  
  
  
  Sincerely,
  
  
  
  **** *****

  

  Business Response

  Date: 10/18/2023

  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 apologize that the first that the first response was not acceptable. I certainly understand the frustration of the money being held and would like to further explain why Authorize.net is currently holding the funds after your eCheck account was terminated.
  
  I do want to clarify that according to the eCheck.net service agreement that was signed when applying for eCheck, "Upon termination of the effective term of this Agreement for any reason, Authorize.net may withhold payment to Merchant for such period of time necessary to establish a Reserve Account to cover any potential Chargebacks, refunds and/or uncollected discounts or fees." See section 10.3 on page 8 of the following document:  
  
  *********************************************************************************************************
  
  I would like to clarify that eCheck transactions are ACH transactions, meaning if there is a chargeback, there is no dispute process. As such, Authorize.net takes on the risk of your eCheck processing. Because of this Authorize.net is able to withhold funds as stated previously to cover chargebacks, refunds etc. You may also read section 5.3.1 of the above agreement.
  
  You may also qualify for an early release of funds. To see if you qualify, please reach out to our merchant acquiring team at ###-###-####.
  
  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, 
  
  Lincoln G.

  Customer Answer

  Date: 10/19/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  The mentioned echeck account was terminated because your echeck system with not work properly with Jotforms and it was terminated immediately and the same day.  The forms used on my website with Jotforms can only accommodate either credit cards or echeck which was not an option used by my clients. If you check our transaction history you will notice that all the charges are credit card transactions.  Unlike other merchant services, echeck and credit card transactions can be incorporated in one option and implemented on the same form, therefore, no need to build multiple forms of the same form and program and build new website pages pointing to either echeck or credit card options.  What you are referring to has absolutely nothing to do with you baseless and arbitrary closure, termination and hijacking of our funds.  Once again, I request that you release these funds based on no chargebacks up to now.  
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:09/22/2023

  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.

  As following email, out account (******************, ID ******** with ********************** was closed.However as I attached bank transaction screen shot, they keep deducting money from our bank account. I email them several time to stop charging and refund us, but never get response.Please make them act fairly. Request to refund at least $17x4=$68 as of 9/22/23. (if after 10/1, could be more)From: supportnoreply <****************************> Sent: Tuesday, May 16, 2023 10:20 AM To: *********************** <*********************>Subject: Authorize.Net Account Closure Confirmation Payment Gateway ID: ******* Hello ***********************, Authorize.Net Payment Gateway ID ******* has been closed at your request.

  

  Business Response

  Date: 10/06/2023

  ****************,
  
  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 as I do understand the frustration you expressed.
  
  I can confirm the ** you referenced ******* was closed in May of 2023 and has not billed since that month, however if you are still seeing charges from Authorize.net it is possible that you had a second account. I would suggest reviewing the activation emails that are sent out for every gateway to see if there is a different account number you would have had. Please note that we do not allow gateways to be linked so each individual account must be shut down separately.If you cannot find any additional account number, please feel free to contact our 24/7 support line at ************ we can search by other parameters such as business phone number even if you arent able to provide a gateway account number.
  
  Thank you for contacting us and have a great day!
  
  Regards,
  
  ****************** 

  Customer Answer

  Date: 10/06/2023

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

• Initial Complaint

  Date:08/31/2023

  Type:Billing 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 began to open an account but never completed or activated the setup. A short time later I began to get notices by email that I owed money. Yet in the email it said balance owed $0. After several notices I eventually called and the representative I talked to pulled up my account and said I never completed the setup or activated the account and there was nothing I needed to do. Now I’m receiving collector notices from a law firm stating I owe $64.29. I would stay far away from this company. This was done through my company ************

  

  Business Response

  Date: 09/14/2023

  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 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 do see that you contacted Authorize.net on April 18, 2023,
  due to an email you received about a past due bill. You had indicated that you weren’t
  sure what the account was for, but you were able to log in and mentioned that
  you thought the gateway was for your website. The agent helped you see that
  your account was not in use and that it was in test mode and not hooked up to a
  website. You then advised that was
  everything you needed and disconnected the call. During the call you did not
  clarify if you would use the account, if you would pay the bill or if you would
  close the account before you disconnected. I don’t see another contact about
  this account after that. Since the Authorize.net gateway is billed like a
  subscription you would need to call to close the account to avoid being billed.
  This account was not closed so it did not stop billing and did get sent to our
  collections company for non payment.

  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,  
  Nicole W

  Customer Answer

  Date: 09/15/2023

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

  You clearly acknowledged in your response I never used your services. The bills I received stated $0 due. However an amount was sent to collections. This is absurd behavior on behalf of a business. Your company should not be allowed to be in business. How does your company even charge fees for accounts that’s not active and never has been. Is this the only way the company makes money by scamming people out of money? 

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

  

  Business Response

  Date: 09/18/2023

  Hello ******,

  I apologize for the misunderstanding when you sign up for an
  Authorize.net gateway you do get billed every month whether you use the service
  or not, until you close the account, it is a subscription service that you must
  request to have canceled in order to not be billed. In my previous reply I went
  over the one contact you had with our company. You would also see a monthly
  charge with AuthNet DES: Billing as the descriptor on your bank account or
  credit card.  We are also available 24/7
  via phone or chat so that you can request to close the account.

  As a one-time courtesy I was able to waive the balance with
  our collections company, Landry & Jacobs, so you will not need to worry
  about paying any fees.
  I’m glad that I was able to assist you with resolving the fee
  on your account. It will remain closed. Thank you for contacting
  us and have a great day!

  Regards,  

  Nicole W

  Customer Answer

  Date: 09/18/2023

  
  
  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:08/16/2023

  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 was billed for a service that I never made use of, I never accessed, and I never approved activating.I contacted the company and they said that maybe my website had caused the issue.Even knowing that I have not used the feature, they refused to remove the charge.I was never made aware of the activation of the future, or given the option to opt out.I contacted their support via phone and chat, was led to believe the problem was resolved, and then this morning (8/16) received a notice of a late fee being added to my balance.Im going to pay the six dollar balance to keep my account from being closed so that I can continue to do business, but I do feel that I am entitled to a refund of that six dollars for a feature I never enabled or made use of, or authorized being billed for.

  

  Business Response

  Date: 08/17/2023

  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 ID, ******* under business name ******************** and I will be responding to your complaint from this account.

  I understand your concern over being billed for a service that you state you never activated, accessed, or approved as you mention in your compliant, so I have reviewed notes from the interactions that you have had with our Customer Support Team.

   After reviewing the account, I did find that the that the Customer Information Manager was activated on June 21, 2022, and as mentioned in interactions with the Agents, an email was sent out to all Merchants as well as Partners letting them know of the change in pricing. I do see as a courtesy we reversed the $20 late fee as well however, as there were Customer Information Manager profiles created, we are unable to reverse the $6 charge.

   I am sorry 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,

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

• Initial Complaint

  Date:08/10/2023

  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.

  on july 28 we sign up with the ************* we use them for our website for rental watercrafts. The person that sign us up was Jared R*** and he was helping us with the set up. he schedule for training. On august 9th 2023 we receive an email that stated that our account is getting terminated effecting immediately. I call Jared R*** right away but no answer. So i called the customer service the could not tell me why our account was closed so i ask for supervisor they transfer me to and i was online waiting about 5-9 min and then they just hang up. so i called 2 times more and received exact same thing ask for super and hang up. After about 1 1/2 hour Jared R*** called me back i asked him why our account was closed he said he doesnt know but then he start asking me questions and he say that is because we were using there autorazation code wrong and i told him that we didnt know that was a problem nobody reach out to ask to help with that i told Jared R*** that when we do capture only on transaction that is for damages deposit and when customer bring back our vessel we refund that deposit back to them and i explain to him that we take copy of the customer driver license and original contract with signature of the customer. And he stated that because we were doing it wrong the close our account and he said that when we had training they should tell us about it but the person we talk never said anything about authorizing code because we were using just 4 numbers 1234 for that spot. Also we ha transactions that we charged customers never were deposit to our bank and they said is going to be refunded back to the customers. Today i went to my back and found out the charged us $1007.67 in 4 transactions. we ask them to reinstated our account back but all we get no and no explanation why and we requested a written letter from them and i was told we dont do that. Please help us to get to the bottom of this issue.Thank you and if there is any questions please feel free to call

  

  Business Response

  Date: 08/16/2023

  Greetings
  *******,
  
  I would like to thank you for contacting *************
  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 ID,
  ******* under business name “****** ***** ****** ***” and I will be responding
  to your complaint from this account.

  
  I can understand your concern over your account being
  closed without notification and apologize that you are going through this.
  Based off the attachments you provided in your complaint it appears as the
  information and the decision to close the account has come from Merchant One
  who is the partner that you worked with to set up both a gateway account and a
  merchant account.
  
  After reviewing the account, I did find that the gateway
  was set up directly through one of our Partners by the name of Merchant
  One.  ************* is acting as your
  gateway which if it has not been closed by either yourself or Merchant One, I
  would suggest doing that as well as gateway’s if charged or charged even if not
  in use. Due to the decision being made by Merchant One you will need to reach
  out to them directly as they would not provide that information to us as we are
  acting as a gateway for your account and not a Merchant Account. You can contact
  Merchant One at ###-###-####.

  
  I am sorry 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,

  
  Lynette W.

• Initial Complaint

  Date:08/09/2023

  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.

  Hello, We initially signed up for an account with a company Im owner of ********************* **** An application was submitted and cancelled within a couple of days and we have confirmed receipt from the reseller that they cancelled it and contacted authorize.net to say that we wanted to cancel as well. Then you referred us to legal counsel for $65. This is very emotional distressing - Im exhausted from all of this! We cancelled because fees were too high and then you send us to debt collectors. Want to us immediately removed from collections and an apology. You sent to ********************************** for collections for such a tiny amount of which nothing is owed! We cancelled our application and services on 4/3/23 and received confirmation as such was received and cancelled Payment Gateway ID: *******

  

  Business Response

  Date: 08/10/2023

  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 the listed in your complaint, ******* under business name ************************* and I will be responding to your complaint from this account.

  
  I can understand your concern over being sent to a collections agency on an account that has been confirmed closed, so I have reviewed the gateway listed and found that the account had not been closed and why.
  The account that you applied for was an All-in-One Account which means we were helping you with the Gateway Account as well as your Merchant Account. Due to this type of account the only person that could close the gateway account would be the person listed as an Account Owner profile which would have been created during the set-up process. Unfortunately, I do not see any contacts from anyone with the business requesting to close the account. Additionally, reviewing the information for your Merchant Account it looks like we sent you to one or our partners and that they have never received a response from your business regarding the application process at all.

  
  Due to the reasons mentioned above you will need to work directly with the collections company to settle the balance directly with them. If you do have any further additional information regarding confirmation that the gateway was closed, please feel free to respond to the complaint filed and attach the confirmation documents.

  
  I am sorry 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,

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

• Initial Complaint

  Date:05/17/2023

  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 purchased an existing business March 1st 2023 and as part of the transition process contacted Authorize.net which is the payment gateway company for the existing business. I was directed by them in February 28th 2023 that I would need to change the account information and then the monies would be put on a hold. I was never contacted back after waiting several weeks I recontacted and was told that I needed to complete an appendix B, which I did and was told I would hear back in 24 -48 hours if there were any concerns. Several weeks went by with no response but I also didn't see any deposits into my account. I then called back and was told I needed to submit a change of account which included submitting a voided check, a verification of my business account from the bank and copy of drivers license. I did all that only to be told a week late that the address on file didn't match the address on my banking information. This of course was because the prior owners address is different. I was then told that this was no the correct way and I needed to submit the appendix B. I said I had already done that and they said the years in business was incorrect on the prior form and I would have to start over. Eventually after almost 3 months it got approved. Now they are holding my money from 3/1 to 4/28 saying the only option to receive it is to allow them to send it to the old owner and he wires it to me or have the old owner change his account information to mine. I am not in contact with the old owner and do not have trust in the old owner as the first time they "accidentally" released my money to him I didn't receive the full amount back. So I they are holding my money collecting interest while I struggle to pay bills and keep my family business open. Please help

  

  Business Response

  Date: 05/19/2023

  Greetings, *****

  
  In researching your complaint, I was unable to locate your Gateway Account to review the issue with funding. If you could please provide additional information such as the Business Name, telephone number listed on the account or your Gateway ID. I would be more than happy to locate the account to provide additional information.
  
  Thank you for choosing to partner with Authorize.net and I hope you enjoy the rest of your day.
  
  
  Regards,
  
  ****************** 

• Initial Complaint

  Date:04/17/2023

  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 removed monies from a chargeback that was already determined settled in favor of our company by merchant services and bank of america

  

  Business Response

  Date: 04/18/2023

  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 business
  name “*** ****** *****” and I will be responding to your complaint from this
  account.
  
  I
  can understand your concerns over money being deducted from your account for a
  chargeback that was settled in your favor. I have reviewed your account and as you
  are only using Authorize.net as a gateway and not as a Merchant Service Provider
  we would not be involved in the chargeback process. You can review any charges
  from us by reviewing your billing statement in your account. Also, any charges
  from us would say either ANET or AuthNet billing in the descriptor.
  
  I
  am sorry 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,
  
  Lynette
  W. 

• Initial Complaint

  Date:03/21/2023

  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.

  We have a merchant, Vestright who we are needing to move over thier recurring transactions. We've spent 2 hours on the phone and keep getting bad instructions. Our merchant is losing money. We need to get their recurring payments moved over.

  

  Business Response

  Date: 03/29/2023

  Hello ******,

  Thank you for contacting
  Authorize.net through the Better Business Bureau. I do understand your
  frustration over our hold times and have other 24x7 options like support cases,
  and chat as well as phone. The best option for help with an extraction would be
  to have an account owner listed on the gateway call in or submit a support case
  to get assistance with a data extraction.

  Your merchant can also continue to
  charge transactions through our gateway in the meantime, so they aren’t losing
  money. The best phone number to reach us at is ###-###-#### and we are happy
  to assist! I’m glad I was able to provide you with this
  information.

  Regards,

  Nicole W

• Initial Complaint

  Date:03/03/2023

  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.

  Authorize.net is a scam! Gateway ID ******* They denied the merchant account the same day and then want to charge me for services not rendered at all. I cancelled the gateway account and notified you all numerous times that I didnt want this service any more! This account was cancelled from day 1! You all said you couldnt provide me with any processing or merchant services so there was no need for me to be charged this a scam when it was cancelled immediately! I was also sent to collection wrongfully because my account was closed no services were provided By authorize.net I was denied!!!! They take advantage of businesses And I also got no emails for credit card processing for any service after I was denied so I need my account cleared of any balance due asap for wrongful billing! The account was suppose to be closed and I got denied!!! I never used the account or service so update the account to 0 balance and clear my name with creditors ********************************** asap! This is wrong and I need this account with authorize.net cleared asap $74.66 and remove my name out of collections with ********************************** asap! I donot owe you all anything!

  

  Business Response

  Date: 03/17/2023

  Greetings Afiyaa String,

  
  I would like to thank you for contacting Authorize.Net through the Better Business Bureau. Regarding your account *******, that account was setup through our all in one option that includes both a gateway and merchant account. However, we are not able to approve the merchant account portion for every business that applies and as such when a merchant account is not available through Authorize.net, we do offer to send your application to other companies we work with or for you to continue to use the gateway with a merchant account that you would separately establish.

  This is explained in the email that is sent out as well as the requirement to contact us to close the gateway if you do not plan on using it.
  Once the gateway is established there is a monthly fee for having the account open, but you can close at anytime by contacting our chat support once you are logged in to the user you setup or calling in to our 24/7 support at ************. We dont have any record of contacting our support until the 3rd of March after the multiple emails had been sent regarding the delinquent balance and then was sent to collections.

  
  Our supervisor did try to come to a resolution on that day you contacted us that would include a refund but after refusing this resolution and expressing your displeasure with the suggestion the supervisor noted that the caller had disconnected.

  
  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: 03/21/2023

   
  Complaint: 19534856
  
  I am rejecting this response because: this business is a scam and the fake collection company they have harassing me for false debt! My account should not be sent to collections because no services was used or offered! I cancelled this service since you all couldnt approve me and no other companies contacted me so thats a lie a manager never offered me any refund!!!! And he was rude and refuse to help so stop the lies! He wanted me to pay for a service that was cancelled the same day! Why would I pay for a debt thats not mine And I never used that account you all are scammers and it shows. Update this Balance now to show this account was cancelled and update the account to 0! Also contact the fake law firm and tell them to stop harassing me because I owe no balance thats against the law! Why are they contacting me and harassing me?? This is not my debt thats on you all for not cancelling correctly. This company is a scam and I see many complaints about this scam for the same amount also! 

  
  Sincerely,
  
  Afiyaa String

  

  Business Response

  Date: 03/24/2023

  Hi ******,

  
  Thank you for responding. I do understand your frustration but when you sign up for an Authorize.net account you put in your billing information and check the box to agree to be billed once you have activated your gateway. We dont have any record of your request to close the account so this would continue to bill until you contact us which you did after you received the notice that it was sent to collections. We do send multiple emails prior to sending the bill to ****** and ****** to let you know that the account has a balance and will be closed. Also,if we are unable to find a ******** Service Provider for you, you can always attach any ******** Account of your choosing to the gateway, being denied for a ******** Account with one of our partners doesnt close the gateway which is separate and was also information provided to you via email.

  
  Although, you turned down the resolution that included a refund with our supervisor previously, as a one-time courtesy I have pulled back the balance from ****** and ****** and brought the balance on your account down to zero. I also checked to make sure the account remains closed so that you dont get billed again. I hope this helps and Im glad that I was able to address this issue for you.

  
  Thank you for contacting us and have a great day!

  
  Regards,

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