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:01/19/2023

  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.

  Payment Gateway ID: [ ******* ]I opened an account to process echecks for my small buisness. We have been processing payments with intuit for about 4 years. I went through the onboarding process and submitted bank statements, social securiity, articles of incorporation, merchant statements to prove my history in December of 2022. After making my first few days of deposits of over $7,000 my account was closed. What was the onboarding process for? It would seam that this company does this to get as many initial depsoits as posiible and then hold your money. When I called authorize.net they said that they can't release my funds for 90 days. They then said wait 30 days and you can ask for an early release after 30 days. So, I waited 30 days and they denied my release. So, I go to my bank and sign up for merchant services after this Fraud - Misrepresentation of services. I send all of the same documentation as above and they said that I am approved under thier bank and send me access to a Authorize,net gateway and that I would need to sign up for echecks with authorize.net. So, I think lets prove echecks Fraudulent buisness model. I go through the onboarding process again and they APPROVE ME just a few weeks later in January 2023. Payment Gateway ID: ******* I submit the first weeks of checks in January and just as before they closed my account with about $6,000 in deposits. I ask for how long will the funds be held? They say 90 days. Perfectly prooving the fraudulent scheme. I have all of the emails to prove. I request that they release my funds immediatly or I will be forced to report this scheme to the authorities. Small business owners do not trust your funds with echecks. ******************* needs to get away from this merchant providers fraudulent business model. This fraudulent business model can cripple or end your small business.

  

  Business Response

  Date: 01/25/2023

  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 both gateways listed in your complaint, ******* and ******* under business name Contractor Registrationand Contractor ******************** LLC and I will be responding to your complaint from this account.
  
  I can understand your concerns over the funding hold for eCheck transactions. This is a standard practice for all new eCheck merchants; 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.
  
  At Authorize.net our standard funding hold period is 5-7 business days; however, the underwriting team performs a final review once the first transactions are processed and during that final review it was found that we could not support the business model. I did reach out to our underwriting team to see if there was anything we could do to release the funds earlier and unfortunately, we do need to wait the 90 days that you were originally given to ensure that all transactions are covered, and no chargebacks issued due to already seeing some chargebacks and returns.
  
  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,
  
  ******************

  Customer Answer

  Date: 01/25/2023

   
  Complaint: 18837472
  
  I am rejecting this response because: Yes, I already heard this from support. You could have denied our application before you accepted our funds. However, you decided to approve and accept funds under fraudulent pretenses as outlined in the complaint. IF you do not release our funds I will be forced to file a complaint with financial services in **** and file local theft complaint with the police in **** as well. You have already held our funds for over 30 days and have access to our account which we have been in business for over 4 years with no issues. You can also send BACK OUR CUSTOMERS THEIR MONEY which we asked for once you started holding the funds and we can work with REPUTABLE provider to deal with processing our customers and our company who work with the federal government daily. I will ask all companies to file BBB complaints as well. No compromise on your side is not going to be acceptable.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 01/31/2023

  Greetings *********,
  
  Thank you for responding so quickly and I do understand the frustration with being provided the same information as provided originally so I reached out to Risk and *********************** to see if there was anything we could do to release the funds. Unfortunately, due to the number of returns and a chargeback recently, we are unable to release the funds as we need to ensure that there is enough time for all Financial Institutions to clear all eCheck transactions that have been ran will clear.
  
  Thank you for contacting us and have a great day!
  
  Regards,

  ****************** | Team Associate, Client Support | Authorize.net | phone: ************
  
  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.
  
  

   

• Initial Complaint

  Date:11/09/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I set up a new echeck processing account with Authorize.net in October 2022.They confirmed every step of my account setup and approved my business.On November 1st, they processed my first set of client payments.On November 2nd, they confirmed successful transactions.On November 7th they informed me my account was cancelled and my funds were being held for 90 days.They stated that their underwriter's review - after my first transaction instead of before determined that they did not care to do business with my company.I requested a reason for their cancelation and an immediate release of my funds. They declined my request and told me to submit my request again in 30 days.All of this done through email with no ability to elevate my case within Authorize.net.I have an email trail to confirm these decisions and statements.

  

  Business Response

  Date: 11/15/2022

  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 have found gateway ******* under business name Action Point 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 eCheck transactions. This is a standard practice for all new eCheck merchants; 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.
  
  At Authorize.net our standard funding hold period is 5-7 business days. However, the underwriting team performs a final review once the first transactions are processed and during that final review it was found that we could not support the business model. I did reach out to our underwriting team to see if there was anything we could do to release the funds earlier and unfortunately, we do need to wait the 90 days that you were originally given to ensure that all transactions are covered, and no chargebacks issued. However,you may request an early review within 30 days as youve mentioned.
  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,
  
  ******************

  Customer Answer

  Date: 11/16/2022

   
  Complaint: 18379030
  
  I am rejecting this response because:

  *******,

  You have word for word repeated the response I've received earlier from other authorize.net representatives. You still failed to identify the root cause of my cancelation and fund hold.

  Why did your underwriter only review my company after processing my client payments and not prior? Authorize.net approved my company at every step during my on-boarding. I had no reason to believe you would cancel my account unilaterally providing only a subjective statement of cause.

  I've been in business for over 15 years, doing business with another processing company. Curious that you classify my company as a risk. Even more mysterious that Authorize.net will not state the criteria or process needed to release my funds prior to 90 days.

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

  

  Business Response

  Date: 11/21/2022

  Greetings *******,
  
  Thank you for responding so quickly and I do understand the frustration with being provided the same information as provided originally so I reached out to Risk and *********************** to see if I could gather any other information regarding why your eCheck account was cancelled and unfortunately, the only additional information that they can provide is that in order to maintain the integrity of our underwriting process, we are unable to provide any details for the reason for the decline.   However, I also found out that some additional information has been requested and even if you can not provide invoices if you have a contract of sale or any other documentation that shows what the services are for that can be forwarded to our *************** and they can review for an early review.
  
  Thank you for contacting us and have a great day!
  
  Regards,

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

• Initial Complaint

  Date:10/12/2022

  Type:Service or Repair 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 opened an account with Authorized.net early January 2022 to assist my small business with receiving payment. I was explained what my fees were going to be every month, to which I agree. I ask several time that the monthly fee were my only fee to which the person creating the account several times told that "Yes" the monthly fees plus the fee per transaction were my only fees. I was not explained of the yearly fees and all this extra fee associated with the account. To my knowledge this service was similar to a *************** but better, To my surprise this service was nowhere close to a PayPal, this service is far worse. When I found out that I was getting charge $150 for a PCI compliance which I was explain that is a thing that they do in order to have credit card companies trust you with using their credit cards at your company, to which it made no sense to me. I immediately cancel the account and ask for the yearly fee be reverse as I only had the account for 4-6 months to which the said no. I ask the fee at least be prorated and after expending numerous hours on the phone with customer services and other people that I was transfer they basically laughed at my and refused to reverse the fee. Please stay away from this company, there are many other companies out there that do the same service with less fees than this one. This company like to scam their customers and there are so many other companies involved that you don't even know who to call for assistance.

  

  Business Response

  Date: 10/13/2022

  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 have found gateway ******* under business name E and E Collectibles 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 your concerns over being charged 12 months for an account that as you mentioned you only used for 4-6 months and see that the gateway account was closed on 8/5/2022.
  
  After reviewing your account, I found that your gateway was set up by one of our Partners by the name of ****************. The reason this is important is that means that Authorize.net was acting only as your gateway and not your ******** Service Provider. The fees for your gateway are the monthly charge of $25.00 for the gateway when open and then when processing there was a .05 batch fee and a .08 transaction fee. However, the fee you mention is your PCI compliance and that is not something that we bill you for, that is billed by your ******** Service Provider.  
  
  I am sorry for the confusion and unfortunately because the fee youre disputing was not billed by Authorize.net I am not able to assist with that request. I am happy however, 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: 10/18/2022

   
  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:10/07/2022

  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.

  They closed my account and have Been holding my $4000 for over 90 days and won't answer my requests to release.

  

  Business Response

  Date: 10/10/2022

  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 have found gateway ******* under 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 eCheck transactions. This is a standard practice for all account closures to ensure that all eCheck transactions have cleared before funds are released.
  
  After reviewing your account, I reached out to our *********************** and requested a review to have the funds released. Unfortunately, due to the history we are currently seeing on returns and chargebacks they were unable to process the release. You should have received a few additional emails from our *********************** with some additional details.
  
  I am sorry for the delay in releasing the funds; 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:10/04/2022

  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 was a small business owner who was seeking a payment processor for my website transactions in the year 2021. I submitted a application to create a merchant account with authorize.Net on 04/25/2021. This application required a lot of personal and financial information such as social security number, bank account/ routing number, address and etc. I received a email the same day on 04/25/2021 stating my application has been denied for the service I applied for. Authorize.net sent me email forwarding me to a different payment processor to use since my application was denied, I didnt want to use a different processor for my website so I did not apply and never received any contact since 06/14/2021. 10/04/2022 I see a charge from “AUTHNET GATEWAY” and after speaking with TDbank they have confirmed Authorize.net has been charging me a subscription I wasn’t approved for since June 06, 2021. I have over 14 transactions at $25. I called Authorize.Net and spoke to a supervisor named “Darrel” explaining I have not gotten anything stating that I was going to be charged continuously for a denied account. He walked me through the step to try an login into my account which I didnt have access to and kept getting a “ EXPIRATION PASSWORD ERROR”. Which is proof I did not have access to this account at all and he closed the account manually on his end today10/4/2022. I asked for a refund for all trancations back to 06/2021 and said he could only refund 2 payments out of 14. have 0 emails, mailed bills or phone calls telling me about these charges and Darrell did not care one bit how this was a error on their side. To prove how much of a scam this is, the charge has been changed to $30 as of august. If I was a member why didn’t I get a email to confirm the service will go up? I have totaled up to $350 worth of transactions for literally nothing and Darrel refuses to refund me for all those transactions.

  

  Business Response

  Date: 10/10/2022

  Greetings
  ******,
  
  I understand the concern over the fees being billed.
  The account was activated, and the fee schedule was agreed to 04/25/2022. When
  an Authorize.Net account is in an open status, the monthly billing will
  continue while this service is available for use. In the complaint you mention
  you received an email on 4/25/2022 which stated that your application had been
  denied and that we were sending you to a partner.  In this same email you will see that we also
  mention that your Authorize.Net Payment Gateway account ******* will not be
  affected by this decision. The reason for this is that you can also connect
  another Merchant Account to the Gateway so until we are contacted to close the
  account it will remain active.
  
  Reviewing your account, as you mentioned, I do see
  that you spoke with one of our Account Specialists to close your account on
  10/4/2022 and was sorry to hear that you were unable to login. The error you
  were receiving was due to the length of time it has been since the account was
  last logged into, so I do apologize. I also see that our Account Specialist was
  able to refund a total of $135.00 which covers a total of 4 months of fees and
  as I understand the confusion as to which account the decline was for, I have
  refunded an additional 5 months for a total of 9 months all together in the
  amount of $260.00. If you happen to see any other charges from Authorize.net on
  your bank statement, please feel free to call us at our 24x7 support number
  (877) 447-3938 our agents would be happy to look into it for you.
  
  Thank
  you for contacting us and have a great day!
  
  
  Regards,
  
  Lynette
  W.

  Customer Answer

  Date: 10/17/2022

  
  
  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. But I have yet to receive any refund at all.
  
  
  
  Sincerely,
  
  
  
  ****** ****