Complaints

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• Initial Complaint

  Date:07/07/2026

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am the owner of Map REMOVED, a small travel agency based in REMOVED. Payment Box REMOVED("PMTBox"), formerly operating through National Processing, is currently withholding approximately $12,199.75 of my reserve funds following closure of my merchant account in December REMOVEDmultiple requests, REMOVEDhas failed to provide the documentation they claim authorizes their actions.Timeline December 2025 My merchant account was REMOVEDthe time of closure, PMTBox retained approximately $12,199.75 in reserve funds.May 5, 2026 I contacted REMOVEDrequesting release of my reserve funds.REMOVEDresponded that they would not release the funds because chargebacks had continued to arrive after account closure.They stated:"Per the terms of your contract, we are authorized to retain reserve funds for 180 days following the last account activity."However, they did not provide any contract language or documentation supporting that statement.June 15, 2026 After reviewing all agreements available to me, I informed REMOVEDthat I could not locate any signed agreement authorizing them to hold reserve funds under the policy they described.I specifically challenged their position that they could continue extending the reserve hold period indefinitely based on subsequent chargebacks.REMOVEDresponded that:Chargebacks can occur up to 12 months after transactions.Their policy is to hold reserves for 180 days after the last account REMOVEDreserve funds would not be released until October 2026.Again, they failed to provide any signed agreement supporting this position.June 17, 2026 I specifically requested copies of:Any signed merchant agreement.Any reserve agreement.I have received no response.

  Business Response

  Date: 07/20/2026

  We have provided the merchant a copy of the signed agreement, which describes that funds can be held until the expiration of any applicable chargeback rights. 

  As a matter of internal policy, our risk management team generally holds reserve funds for 180 days after the last transaction activity on the account to ensure no further liabilities are registered against the account.

  Customer Answer

  Date: 07/24/2026

  REMOVEDfinally replied to me with the signed copy of the contract, but they could not provide me a reason/ justification to hold over $12,000. They are inaccurately telling me things that are not specified in their contract. At this time, this matter is still unsolved.

  Here is my response to PMTBox, to which they have not replied to me yet: 

  Thank you for your response and for providing additional clarification regarding your reserve position.

  I appreciate that you have now acknowledged that Section 15 of the Merchant Agreement does not specifically establish a fixed 180-day reserve hold period from the last account activity, but rather refers to the expiration of applicable chargeback rights under card network rules.

  However, I disagree with PMTBox's characterization of my business as requiring a 540-day reserve period for future-delivery transactions.
  Map REMOVEDwas a travel agency primarily selling train tickets. When a customer calls us and buys a ticket, and once we deliver the e-tickets, the services are completed right there and then. These were not long-term contracts, subscriptions, memberships, or services with indefinite future delivery obligations.  Customers generally purchase train tickets approximately one month before their scheduled travel date. All of the services associated with these transactions have already been completed as of Jan 2026.

  Therefore, applying a maximum future-delivery dispute window to all transactions without evaluating the actual nature of the transactions, fulfillment timeframe, and completed travel dates is unreasonable.

  I also want to point out that during the merchant application/underwriting process, my business's service delivery timeframe was disclosed as approximately 30 days. This was not a business model in which services remained outstanding for REMOVEDmonths after purchase. If REMOVEDbelieves a different delivery timeframe was disclosed or relied upon, please provide the documentation from my original application that supports this position.

  Furthermore, your response states that PMTBox is retaining reserves because card network rules "can extend up to 540 days." A maximum allowable dispute period does not automatically mean that every transaction requires a maximum reserve hold. The Agreement requires the reserve period to be tied to applicable chargeback rights, not a blanket retention period unrelated to the actual transaction characteristics.

  I therefore request:
  1. The specific REMOVEDrule and reason code applicable to my account that supports the 540-day timeframe.
  2. The calculation showing how the October 2026 release date was determined.
  3. The percentage or dollar amount of the reserve that relates to transactions allegedly subject to extended dispute rights.
  4. Immediate release of any reserve funds associated with transactions where services have already been completed and are no longer reasonably exposed to chargeback risk.

  I appreciate your willingness to begin releasing funds; however, I do not consider the proposed installment schedule to be a complete resolution because PMTBox has still not demonstrated why the entire/partial reserve amount must remain restricted until October 2026.

  I reserve all rights to pursue further remedies and complaints with applicable regulatory agencies, acquiring banks, and other appropriate authorities regarding the continued retention of merchant funds without transaction-specific justification.

  I look forward to receiving the requested documentation and a revised reserve release proposal based on the actual risk exposure of my account.
  Sincerely,
  REMOVED
  Map REMOVED