Complaints

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:07/21/2025

  Type:Order 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 small business owner and entered into a merchant services agreement with Riverside Payments on July 9, 2025. I now realize I was misled during the sales process and was not fully informed of the contracts terms, especially the non-cancellable lease and hidden fees.On July 9, I attempted to cancel the appointment, but the sales representative still showed up at my shop and refused to leave until I agreed to at least look at a quote. They stayed after hours and when I said I needed time to think about it, they continued to persistently pressure me into signing. I was told I could switch point-of-sale systems at any time without penalty, and I was never clearly informed that I would be locked into a 48-month non-cancellable equipment lease at $729/month, or that a large early termination fee would apply if I canceled the account.The quote I received on July 9 was not transparent. It left out many of the fees such as:A $99/month inactivity fee Extra platform and wireless fees Non-negotiable Clover lease I had my installation appointment on July 21, and it went horribly wrong. After 4 hours of trying to make it work, I realized the setup wasnt what I expected and that the contract was far more expensive, I immediately contacted Riverside to cancel and return the equipment. I was then informed that I would:Still be charged an early termination fee Be locked into the $729/month lease for *********************************************************************************************************************** on July 9, and I now see that the sales representative used carefully worded, misleading answers to downplay or conceal the seriousness of the agreement.I am requesting the immediate cancellation of both the merchant account and the Clover equipment lease with no penalties or further charges. I also request written confirmation that my account is fully closed and that I will not be billed or pursued in any way.

  Business Response

  Date: 07/23/2025

  Good Afternoon,

  Thank you for contacting Riverside Payments! 

  We are pleased to confirm that we have came to a solution for your business and you have been in contact with our escalations team as recent as this morning. 

  Please give us a call if you have any questions,

  Riverside Payments

  Customer Answer

  Date: 07/29/2025

   
  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:07/17/2025

  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.

  Our company engaged Riversides services on 4/16/25, but after just a few days, we reverted to our previous equipment due to persistent issues. Despite assurances from Riversides **** that we could cancel the contract if the service didnt meet our needs, we encountered deceptive practices & significant obstacles when attempting to terminate the agreement. The agreement was not signed in person with our **** instead, a closer rushed through the terms over the phone. We ***eatedly emphasized our need for a flexible cancellation option, and Riverside included a clause waiving the service cancellation fee. However, they failed to disclose that the equipment leasecarrying a $549/mo fee and a 4-year non-cancellable termwas separate, along with an additional $4.95/mo equipment insurance fee. These terms were not clearly communicated, leading to significant confusion. The equipment itself was unreliable. The equipment failed to process manual payments or debit cards on day one. **************** was unhelpful, didnt document our issues, and provided no statements or online access. A backup device failed to process returns, costing staff time and frustrating customers. On 5/16, we emailed our *** to express our concerns and desire to cancel, as promised. After no response, we followed up on 5/27, only to be told the issue was escalated. On 5/28, a *** named ******** contacted us but offered no solutions. By 6/11/25, we were referred to ****************** with no timeline for resolution. On 6/30, we were told to wait another two weeks due to understaffing. Meanwhile, we continued to be billed for the equipment. On 7/15, Taysia from the ********************** reached out and asked us to think over two free months of service. She called back on 7/16 at 10:40 AM and made the same off or a $27k buyout for the equipment contract. When we reiterated our intent to cancel and mentioned potential legal action, she dismissed our concerns, implying we had no recourse.

  Business Response

  Date: 07/23/2025

  Good Afternoon ****, 

  Thank you for contacting Riverside Payments! We have reviewed your account and have several solutions for your business including crediting back your business.

  Our team has made several attempts to get into contact you to help you address your agreements, please give us a call at your earliest convenience to address your concerns. 

  Sincerely, 

  Riverside Payments

  Customer Answer

  Date: 07/31/2025

  This has been resolved.
  
  Thank you!

• Initial Complaint

  Date:07/10/2025

  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.

  In Sept 2024, Riverside Payments rep **** pressured us into a payment system by promising cost-effective integration or better POS. Instead, they forced Clover on us a system we repeatedly said was unsuitable for our grocery. Despite countless calls and objections, they ignored us and claimed they decided whats best. Inventory transfer took 2 months, and then they revealed a 48-month lease we never knowingly agreed to. Now, after months even a year of complaints, ************** is threatening my business with a lien. This is deception, not service. No small business should be trapped by such predatory, crippling tactics. We want the contract voided and the burden lifted immediately.

  Business Response

  Date: 07/11/2025

  Good Morning Som, 

  Thank you for contacting Riverside Payments. We have confirmed your agreement was signed in September 2024 & you requested a Clover POS at the time of signing. Riverside has noted that you had an existing Global Processing System & you were seeking change for your business. When learning that the Clover system was not working for your business, our IT Department reached out to your business multiple times to discuss different options. The options included a possible Paradise POS or even stand alone terminals. In November, we scheduled multiple Demos for your business to see what fit your business best. With your request to cancel in February 2025, our team advised you that with cancellation came penalties for ending the agreement and your responsibility for the equipment program in place. We have escalated your request again through our management team for someone to get into contact with you and discuss your options. 

  Sincerely, 

  Riverside Payments

   

  Customer Answer

  Date: 07/11/2025

   
  Complaint: 23584550
  
  I am rejecting this response because:

  Thank you for the response, but let me be absolutely clear: your summary is not only inaccurate, it omits the most critical part of the issue the deception and unauthorized action that formed the foundation of this entire mess.
  Despite clear and repeated communication from me that our grocery store had very specific needs particularly around EBT compliance and inventory management Riverside Payments went ahead without my consent and imposed the Clover system, a solution we explicitly rejected from day one. We clearly stated we wanted a PC America-compatible system. Your salesperson inspected our POS setup, processor, and existing workflow, and verbally agreed that the solution would meet those needs. That turned out to be a complete fabrication.
  Worse, your salesperson knowingly deceived my business partner into signing paperwork in my absence. I was not even present at the time, and the salesperson was fully aware of that. Yet he proceeded, with full knowledge that I had not reviewed, approved, or authorized the agreement. That alone should invalidate any contract or lease tied to this.
  Let me repeat what seems to have been conveniently ignored:
  No one from our business ever agreed to Clover.
  No one approved or reviewed the lease.
  No one signed up for a system that would cripple our operations and impose hidden costs.
  Your claim that you later offered alternatives is irrelevant. The damage was already done. And even then, we made it very clear multiple times that we required PC America. Your alternatives were neither requested nor viable. This wasnt a case of misunderstanding. This was blatant misrepresentation.
  To make matters worse, we later discovered that our EBT system was forcibly rerouted through your Clover machine, without our knowledge or consent. That alone crosses a serious line. You interfered with government-regulated payment processing without clear, informed authorization.
  And now, to the most shocking part: Youre telling us a $2,500 machine which we did not order has now ballooned into a non-cancellable lease valued at $19,200? That is predatory, and frankly, it looks like a scam. How exactly did ************** get involved, and why are we now being threatened with a lien over a deal we never agreed to in good faith?
  This isnt just bad business. Its abuse. Every step of this process has been marked by deceit, manipulation, and a complete disregard for informed consent. Your entire operation, from sales to leasing, is designed to confuse, mislead, and entrap small business owners like us.
  We are not letting this go. I am reiterating my demand for full cancellation of this fraudulent lease, immediate disconnection of any Clover equipment linked to my business, and removal of all threats or liens through **************. I also reserve the right to pursue further legal remedies and file complaints with the *********************, the ************************ (***), the ************************************ (****), and the Better Business Bureau.
  We deserve resolution, not excuses.
  
  Sincerely,
  
  Som ******

  Business Response

  Date: 07/21/2025

  Good Morning Som, 

  Please give our support team a call to discuss your concerns further, our escalations team has tried making direct contact with you without any luck.

  Sincerely, 

  Riverside Payments

• Initial Complaint

  Date:07/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had been getting ready to sell my business. I talked to a representative about transfer of ownership and how to get the new owners to use this credit card machine. I filled out the form for transfer of ownership a month prior to selling my business to get everything lined up and ready to go for the new owners. I hadn't heard back from any representative and the new owner was stressed out because nothing was in his name. I called the company only to find out that my paperwork was in the system but no one had done anything about the transfer to his name. I was selling my business on May 30th 2025 so that the new owners would start on June 1st 2025. Come to find out, this company couldn't do the transfer until after June 1st. This was unacceptable at the time and still is, but I couldn't do anything about it.Finally the name transfer was done. I didn't get charged in June, but come to find out they charged me for $293.03 for a lease payment, and $256.87 for merchant fees. This business is no longer mine. This is unprofessional and uncalled for. The situation was already transferred and handled. If there was anything else that needed to be done it should have been said ahead of time and not sneaking around taking unauthorized charges from my account!!

  Business Response

  Date: 07/10/2025

  Good Morning ******, 

  Thank you for contacting Riverside Payments! 

  After reviewing the details on your account, our service team has tried on multiple occasions to get ahold of the new ownership to transfer over the lease agreement.

  The merchant account has been fully transferred and they are actively processing payments through our system. The lease transfer takes up to 5 weeks to complete once the paperwork has been signed, the new business ownership has not signed this portion of the agreement and is unresponsive. 

  The charges to your DDA are valid and are part of the lease agreement signed in 2024, please try to get ahold of the new ownership along with our team so we may complete the transfer. 

  Sincerely, 

  Riverside Payments

  Customer Answer

  Date: 07/10/2025

   
  Complaint: 23575411
  
  I am rejecting this response because:

  I initiated a transfer of ownership from Riverside Payments back in May of 2025. All of the paperwork they sent me was filled out and they accepted the transfer. The new owner has all of the equipment, and the monies for the transactions are going into the new owner's account. If ********************** and the new ownership forgot to fill out all of their necessary paperwork, that negligence shouldn't fall upon me. Furthermore, if the new ownership is unresponsive to their communications, that is also not my responsibility. Riverside Payments did send me an e-mail back in June (which I responded to), stating that they were having communication issues with the new owner, and asked if I could reach out to him. This has the professionalism similar to that of an ex-girlfriend trying to figure out who the new one is!  Again, everything on my end was filled out, and the transfer of ownership was approved by Riverside Payments. One last thing, If Riverside Payments contests that the equipment being used by the new owner isn't his to use yet, why then deposit monies into his account? If the new owner is being unresponsive, why not shut off his credit card processors? I'm sure that he will initiate contact really quickly.
   
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:06/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was talking with a Riverside account representative about our credit card processing fee's, in June of 2024. She told me they could reprogram our terminal to start charging a surcharge on debit transactions. I did authorize her to make this change. Within 14 days I realized I had made a mistake, I had quite a few unhappy customers. I called the ********************** **** to have the terminals restored to how they were originally .Months later Riverside contacted me to say a customer had complained about the debit surcharge, and I needed to send in documentation showing my business was no longer doing a surcharge on debit cards. Remember this was suggested to me by a Riverside employee. I had no idea that it wasn't legal to do in *******. On January 27th. 2025 Riverside took $ ******** out of my business banking account. When I inquired why they told me I was being accessed a fee for charging on debit cards, and that I had missed the deadline by 2 days with getting information back to them. I went thru every email...no where did it say there was a deadline. Riverside told me they did not receive a fine from either master card, or ***** But they are charging my BUSINESS! I am a small business owner I cannot absorb losing *********. Riverside refuses to talk to me about this issue any longer! I will never understand why I am being punished for something Riverside did to my credit card terminals.

  Business Response

  Date: 06/27/2025

  Good Morning ****, 

  Thank you for contacting Riverside Payments. After reviewing the details on your account, it has been confirmed that **** notified GBC that your locations was in violation of the **** Core Rules and **** Product and Service Rules. This confirmed that your business was in violation of surcharging on debit transactions, and do not have signage posted, which is prohibited. Surcharge is allowed on credit card only, debit is prohibited, and at the maximum rate of 3%. **** has imposed a $1,000 non-compliance assessment. The deadline that was imposed by **** was missed by two days, Riverside has no control over timelines given by the card brands. 

  In act of good faith, we will reimburse you for this fine in hopes of retaining your business. We cannot reimburse this again if it happens in the future, we thank you for your continued business with Riverside Payments. 

  Sincerely, 

  Riverside Payments

• Initial Complaint

  Date:06/16/2025

  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 am filing this complaint against Riverside Payments for unauthorized withdrawals from my bank account despite my properly submitted *************** 2022, I followed Riverside Payments official process to cancel my account. They instructed me to submit the cancellation request via email, which I did. Despite this, Riverside continued to charge my account.The most recent unauthorized charge occurred on April 2, 2025, and as of June 16, 2025, they are still withdrawing funds.I have made multiple attempts to resolve this directly with Riverside by email, but they have not honored the cancellation or refunded any charges. I believe this constitutes unfair business practices, and I am requesting the following:Immediate and permanent cancellation of my account.Full refund of all charges made after my cancellation request in 2022.A written confirmation that no further charges will occur.I am seeking assistance from the Better Business Bureau to help resolve this matter, as I have exhausted direct communication efforts with the company.Desired Resolution: Audit of companys cancellations process Refund of unauthorized charges and confirmation of cancellation.

  Business Response

  Date: 06/24/2025

  Good Morning *******, 

  Thank you for reaching out to Riverside Payments. We have reviewed the details on your account and confirmed your request to cancel services.

  On March 20th, you called into our support with your intent to cancel. Our management team then called, emailed, and text you for several days to discuss your concerns and request. Due to non response, we were not able to close out your account in March. As soon as we spoke to you on June 16th, we moved forward with your merchant account closure as requested

  Your merchant agreement has now been closed as of June 16th, 2025. There will be no further charges to your account moving forward, if you have any questions please give us a call directly at ************.

  Sincerely,

  Riverside Payments

• Initial Complaint

  Date:06/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I informed the sales *** that I was working with that I was closing one of my two businesses later in the year and that I would not need two clover systems moving forward. The sales *** assured me that it wouldn't be an issue, that Riverside would cancel my equipment lease for that location as soon as I closed it. Come to find out that isn't true at all. Riverside is insisting I pay for 48 months of equipment rental on a locations I no longer have. They have screwed up my account from the get go. We have been over charged several times and have had to fight with them to get our money back, they can't even keep the two locations straight. We have wasted so many hours dealing with their s**** **** it is exhausting. This company is horrible at customer service, they lie to your face to get your business. This is the absolute worst company I have ever dealt with in my life.

  Business Response

  Date: 06/25/2025

  Good Afternoon ******, 

  Thank you for reaching out to Riverside Payments! We have confirmed that you have sent proof of business closure to our escalations team and our agents are actively looking to make contact with you on your account. Please give us a call back at your earliest convenience. 

  Sincerely, 

  Riverside Payments

• Initial Complaint

  Date:06/12/2025

  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.

  On April 23, 2025 ********* ****** of Riverside Payments entered my Pizza Shop to speak with me about using her company for our credit card processing. I told he that I was not interested in that but I did need a wireless credit card machine for my food trailer. She said that she could assist me and that she would be right back because she had something to do right away. ********* did return approximately 20 minutes later. As she was assisting me on my request, she said that she could save me money if I would switch my credit card processing inside of the shop to Riverside. I did tell her that I was not interested and that I only wanted the machine for the food trailer. As she was setting up paper work and talking with her company, on the phone, she talked to me more about switching processors in the shop. I listened to her and said, "fine, as long as my equipment is left alone and that nothing changes"! She said that she would have to change out my credit card machines but they would be the EXACT same as the ones that I have. I responded by telling her that I would agree to it but MY EQUIPMENT BETTER NOT CHANGE! I am a simple person and I don't like changing things. She promised me that nothing would change and that I would be happy with it. I agreed to everything and did sign an agreement to use Riverside as my credit card processor. Approximately a week later, I received new equipment in the mail. I contacted ********* and had her stop by because I was confused about the contents of the package. Once she arrived, she went over the items. As she was going over them, I told her to stop because nothing was the same. The equipment was completely different and everything would change. I told her immediately that I did not want this equipment and that I wanted to cancel this because it was not what she promised me. She said ok and emailed her boss to tell him my displeasure. After she contacted him, she told me that he would be getting a hold of me but never did

  Business Response

  Date: 06/13/2025

  Good Morning ****, 

  Thank you for contacting Riverside Payments! 

  Reviewing your information, our tech support team installed your system in early May of this year. While processing with Riverside Payments, you are quoted to save over $500 a month and over $6,000 on an annual basis, this includes the equipment program. When you are switching between providers, your equipment is programmed and it is a requirement to receive new equipment. The great news is that Riverside can replace your existing equipment with any equipment of your choosing, even if it is the same equipment type you used with your previous merchant service provider. At the time of install, you requested a second QD4 unit and this was provided. When our tech arrived on location, your request to cancel was documented. Our Escalations team has been in contact with your business to get you solutions and to follow up on the next steps necessary. 

  Please give us a call if you have any questions, 

  Riverside Payments

  Customer Answer

  Date: 06/13/2025

   
  Complaint: 23461863
  
  I am rejecting this response because:I made it clear that I only would do the changes if the equipment was the same. The equipment was not even close to being the same. I said from the very beginning that I did not want it because the equipment I received was different than what I had. I do not and have not wanted my equipment changed and I made that very clear! You all lied to me to get me to sign with you! Had you been honest from the beginning, we would not be in this position! 
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 06/26/2025

  Good Afternoon ****, 

  To confirm, Riverside is able to swap the existing equipment provided back to the same type of equipment you used prior to switching to our services. We would provide you with updated hardware, this would not change your process for accepting electronic Payments. Should you choose to cancel, you are responsible for the agreement in place. We would love the opportunity to ensure the agreement works for your business while saving you money as guaranteed! 

  We have agents that are in current contact with your business, we will request they reach out again to you to go into further detail. 

  Sincerely, 

  Riverside Payments

  Customer Answer

  Date: 06/26/2025

   
  Complaint: 23461863
  
  I am rejecting this response because:
  I told you from the beginning that I did not want the services since the equipment wasnt the same! Ive been told by representatives from Riverside that they could not match the equipment. Since Riverside and the representatives there have lied to me, I have no interest in doing business with you! I just want to send back this wrong equipment that youve sent me. After that, I never want to hear from Riverside again! You all lie! Oh, by the way, Ive contacted my attorney and we are ready to pursue any legal action necessary! 
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:06/10/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  0n August 3ish, 2023, A Representative from Riverside contacted me about credit card processing. I required written conformation that we would be able to process Voyager and ****** Express cards. She also promised lower fees than were currently paying, Along with some equipment expenses. After using the processor, I was was shocked to see higher fees, AND a 4 year non cancelable lease for $355.59 per month for a $300 machine. We have stopped using their service since the 1st of this year, and are still being charged $274.85 per month. I have called numerous times, only promising a call back- the last time today, June *******. ******* Equipment leasing is the *** with the 4 year non-cancelable lease. I will file a separate claim for them.

  Business Response

  Date: 06/10/2025

  Good Afternoon *****, 

  Thank you for contacting Riverside Payments, after reviewing your information we have confirmed your agreement is signed with ***************************. Riverside has sent your concerns over to them so they may contact you directly. 

  Sincerely, 

  Riverside Payments

• Initial Complaint

  Date:06/10/2025

  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.

  Previously we were running ****** POS system to new Clover system. The decision was made after we were approach by our Riverside Payment System, ******** *. We expressed interest and willing to move forward ASAP, since we were anticipating our restaurant opening day. ******** *. was assigned as our Mechant Experience representative assisting us with the new Clover devices and general account questions. Our devices were shipped incomplete that eventually causing a delay in training our servers.Their set up team assigned to our restaurant to set up the clover system accirdingly. That visit did not completely set up our system. Every morning we had to call Clover to troubleshoot the system since it crashes everyday. An additional 3% was added to the total check by Riverside Payment which immediately cause a push back from customers. The next few day we received more complaints due to incomplete orders were transmitted to the Kitchen display for the cooks. We lost 3 VIP customers which in the future they may not come back at all. After thoughtful decision we decided to restore our ****** services and unplugged the Clover system. We contacted ******** *. requesting return labels for the Clover devices but instead we received an argument from ******** *. which clearly she failed at her job since we were told that there will a few people reaching out to get the new system set up. None of the matters that we were told to be contacted were happening. They abandon us and almost ruin our first week opening. Ever since no has attempted to contact us to offer resolution instead my own local ******** *. also silent.

  Business Response

  Date: 06/13/2025

  Good Morning Jintara ***, 

  Thank you for contacting Riverside Payments! 

  We have confirmed that your concerns have been addressed with our escalations team. With your Clover system, we have documented that your employee permission and Menu/Inventory issues were addressed and fixed.

  We sincerely apologize that your Clover system arrived without your Menu programmed, our team attempted to get this information from you before the system was shipped to your business and we were unable to retrieve this before the deadline of equipment shipment. We are happy to report that this has all been addressed and corrected, your Clover system is now programmed as you requested. Should you choose to cancel, there are penalties within the agreement. We have escalated your request to our management team and someone will be in contact with you shortly. 

   

  Sincerely, 

  Riverside Payments

  Customer Answer

  Date: 06/14/2025

   
  Complaint: 23447557
  
  I am rejecting this response because:

  The Clover system was never set up properly and until the day we decided to unplug the Clover system, the system crashes and wouldn't boot up until several hard reset. All four of our handheld wouldn't let our servers to log on. 

  We have to call Clover each day for an hour just to get the system to properly functioning. 

  No one had reached out after they attempted to transfer all menu items which all the modifers and options were not there. We have to spend days and labor hours to add the descriptions back. There was absolutely no communication at all from Riverside or Clover and they made up scenarios that they had contacted us several times which all lies. 

  There were 2 people that had been in contact, ******** from Riverside asking when we will be processing transaction and our sales rep ******** which she tried to call Riverside to solve our issues numerous times. 

  Not too mention fraud charges that Riverside posted on our business account. Our agreement was a little over $370. We have been charged around $540 the first week, $470 just last week. Plus their partner app **** also placed fraud charges on our business account which we haven't even finished signing up. 

  This contract must be terminated without any penalties due to frauds!. 

  
  Jintara J**

  Business Response

  Date: 06/27/2025

  Good Morning Jintara,

  While processing through Riverside Payments, you processed a total of $6,999.57 in volume and over 125 transactions. After reviewing the details on the account, each time there was an issue, our agents were available and assisted with troubleshooting. After the inventory was uploaded to your system, on June 2nd you had called in to confirm there were permission issues with your employee credentials. While our agents were troubleshooting this with you, you continuously ended the call without allowing us to offer you solutions. You were in contact not only with your assigned merchant experience agent ********, but multiple tech support agents and Clover support directly. 

  We would love the opportunity to continue to assist you with your issues, we have to have the time allotted to do so including you allowing us to troubleshoot the issues. 

  Any charges you received during the times you had issues with your system, we are happy to reimburse your business. These are not fraudulent charges and a part of the agreement and savings offered. 

  We have our management team in contact with your business, please let us know if you have any additional questions. 

  Sincerely, 

  Riverside Payments

   

  Customer Answer

  Date: 06/30/2025

   
  Complaint: 23447557
  
  I am rejecting this response because:
  

   

  Every calls took over 2 hours. Do you think those were professional? I never callled your Transition team. THEY CALLED ME!. Also most of the "LONG" wait were not made by me, rathere with my local sales rep ********** SO, GET YOUR INFORMATION AND FACTS CORRECT BEFORE YOU START ACCUSING YOUR CUSTOMERS. 

  My Merchant experience person ******** called a few times but not checking on if our system had been set up but instead asking if we have started processing yet. 
  All in your minds are MONEY, MONEY, MONEY!.. 

  GET YOUR FACTS RIGHT BEFORE ACCUSNG YOUR CUSTOMERS BECAUSE YOU GOT CASUGHT LYING AND CONDUCTING DISHONEST BUSINESS. 

   

  Sincerely,
  
  Jintara J**

  Business Response

  Date: 07/07/2025

  Good Afternoon, 

  Thank you for your continued contact! To confirm, you have been in contact with our escalations team as recent as today to end your agreement. 

  We have placed your merchant account for closure and are not charging penalties to your business. 

   

  Sincerely, 

  Riverside Payments

  Customer Answer

  Date: 07/08/2025

  I would like to update my complaint against Riverside Payments. We have reached a mutual agreement, and I confirm that the issue has been fully resolved to my satisfaction.
  
  Please consider this case closed.