ComplaintsforClear Choice Payments

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Receiving phone calls for an appointment I never made Called the number to inquire why I am getting these phone calls or why I have an appointment I never made and they told me to disregard the calls - I want to know why and how they have my name and phone number if Ive never been there or inquired any information from them

  Business response

  04/05/2024

  Hello,

   

    We are not sure who exactly you are and it appears you are not a customer of ours.  We do not show any records of ** calling you either.  If youre a business and online, thats how people/companies would have your information to get in contact with you. 

• Initial Complaint

  02/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up with Clear Choice Payments as my merchant services provider on June 13, 2023. Not only did I sign up with them to take over my merchant services account, but I ordered a new Point of Sale credit card processing computer for my front counter. To this day they are charging me hundreds of dollars a month in fees and they have not done a thing to set up my new POS system and get my account working! All they are doing are charging me money for services they have not done! I think this company is a scam and their practices toward any small business trying to make it in this world today are unscrupulous! I need their help to get my system running and uphold what they are charging me for! I will tell every small business in my area to stay far away from Clear Choice Payments or Riverside Payments.

  Business response

  04/05/2024

  Good ******************, 
  
  
  Thank you for reaching out to Clear Choice Payments! 
  The agreement for a new Clover POS system as well as a new merchant agreement for payment processing was completed in May of 2023, the Clover was shipped to your business within 2 weeks of signing your agreement. It was brought to our attention in June you would prefer an in person install at your business for the new system, Clear Choice sent a tech agent to your business on 7.20.24.
  We have confirmed that you have been refunded all charges received since your agreement was initiated in May of 2023. It has been brought to our attention that you proceeded to not process any payments through your merchant service account and have questions on the charges you have received and requested your account to be escalated to management.
  From the time the equipment was sent to your business in June through the current date, Clear Choice has refunded you all charges received and you are not out of pocket any costs. We are still wishing to install your system and get you the savings you signed for, we need you to settle on a time and day that works best for you please. Our management team has contacted you several times over the past few weeks without response, please give our tech support a call as soon as you have time available at ************.
  
  
  We appreciate your business and your feedback; we look forward to working with you! 
  Sincerely, 
  Clear Choice Payments

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I became a victim of deceiving business practice. I was approached with a "lets save you money...". I was handed a quote document of estimated savings compared with previous merchant service signed by regional sales manager *****************************. Including the equipment rental It was showing a 23% savings. I did not want to sign a contract including a third-party leasing service. To ensure that I can cancel the agreement anytime if I am dissatisfied with the service and fees, they gave me a signed Guarantee of savings letter stating in case they fail to meet the promised saving goals they were guaranteeing to pay off Cascade equipment lease in full and to pay off other early termination fees. In August, I contacted the company and wrote them the charges are above the quoted rates. A client success agent ********************* called me and apologized, and she said they did some corrections, and they gave me a refund for July statement. I followed up with her next month, but it seems nothing was corrected. For example: The August statement shows $1152.62 total fees and charges. But you withdrew from the account $1440.30 +$189=$1629.3. Cascade equipment charged $229.48 for August. I ended up paying $1,858.78 for August. The same situation continued in August. too. It is apparent that you have hidden fees and charges. The amount submitted was $65,040.27. The ratio of total charges to amount submitted is 2.85%.Your estimate for total charges including equipment rental charges was ****%. Each month they add some hidden charges. I ended up paying much more. Each month they withdrew from the account 26%-36% more than the statement amount. In January **** we did not process any and they did not upload any statement but $129.95 was withdrew from my bank account. They have hidden charges. All charges must be in the statement. I sent an email to Close my account and stop the **********************. They opened a ticket, but they do not take any action. Charges continue to come.

  Business response

  02/16/2024

  Hello, we have been actively working with you in order to get your account to a satisfactory status. According to our records, there have been difficulties achieving *** Compliance for your business. This is an industry ***************** measure that also has the added benefit of lowering your monthly rates. On top of this, we have offered other solutions to assist in lowering your ratio of total charges. These solutions include the *** Compliance previously mentioned, running more PIN Debit transactions at the business, we have also offered rate refunds when applicable, as well as crediting your account in various ways. Also, at the time of signup you projected a monthly volume of $43,317.33 while your statement totals reflect volume of $65,957.40. Our guarantee of savings is still good, you must be willing to work with us to get you to a ratio of total charges that is satisfactory.

  Customer response

  02/26/2024

  The answer given by CCP distorting the truth. It does not answer my original complaint. He does not explain the hidden charges they impose and they do not show in the statement. They have to show all the charges in the statement.  He makes two false arguments. First PCI Compliance is security system for data protection. It is not consumer reward system. The rates were given in the quote sheet are clear cut numbers. What they do is deceptive business practice. They give a quote that they will save us 25% if we switch to them. When you switch them you are paying much more to them. He also makes another unacceptable explanation. He says  the numbers they gave is correct for a monthly volume of $43,317.33. He states they can not guarantee when the transaction amount went up to the volume of $65,957.40. But your sales manager told I would save more if the transaction amount goes higher. In reality when you have more transaction you relatively pay a less percent. Who is lying you or the sales manager? Both argument are false and distorting the truth and hiding the secret how they get more from you. The statement shows a close amount which you look at the statement. In fact the amount they get from your bank account is 26-36% more than the statement each month. 

   

• Initial Complaint

  02/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  *************************** Dealership ************************************************************** ************ Riverside ** has been taking out funds from my account since the 16 of August 2023 all the way to January of **** over $1500 I do not recall conducting any business with riverside ** or BBB.org and I would like a refund of everything that was taken out of the business account. If not the dealership will have to take legal action

  Business response

  02/12/2024

  Good Morning, 

  Thank you for reaching out to our team! Reviewing the details on your account, you do have an open and processing merchant account through Clear Choice Payments. Clear Choice Payments is a sub Iso of Riverside Payments, Clear Choice handles all the servicing and sales on your account. We are here to ensure that the requirements with **** / Mastercard / Discover / Amex. We have many Sub-ISO's who work with us because we have the relationship with the banks. The debits to your DDA are valid as you have actively processed payments through Clear Choice, we have escalated your account to have a team member from Clear Choice contact you directly. 

  Sincerely, 

  Riverside Payments. 

• Initial Complaint

  02/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Business does not answer the phone and is not clear about charges to your account sales representative are deceptive and no contact has been made since November 24 2023

  Business response

  02/16/2024

  Hello, we have received your complaint on February 11, 2024 stating that you have been subject to deceptive sales practices and have had no contact with the business since November 23, 2023. We have found no information to back up this claim as we have been working with you to make any necessary adjustments to your account and come to a satisfactory resolution.According to our records, you have been in contact with our associate, ***********************, since February 1, 2024. He gave you his personal cell phone number to expedite this process even more. You have been in contact with us and we are doing all we can to work with you.

  Customer response

  02/19/2024

   
  Complaint: 21231409
  
  I am rejecting this response because: I signed with the company on November 2nd 2023 clear choice did not hear from anyone until I filed this complaint and a complaint to ****** and in an email to the company. I only signed on the premise that if I was not saving money or I was not satisfied I could cancel they want to lease equipment from a different lease company called cascade equipment with a 48 month non cancellation contract that I was not informed of at the time of signing. I have spoken with other companies that they have done the same thing to 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  10/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  May 2023 *************************** came in to offer us services. We were weary but he assured us that we could cancel within 90 days and get $500 if we were not satisfied. With that peace of mind, we said yes. After two months, well within our 90 days, we decided we wanted to cancel. I spoke to ***************************. I let her know that I wanted to cancel and what I was told and she said that they do not offer cancellation unless we can prove we are not saving money and that they do not offer $500. We sent her proof including bank statements that we are paying more. I told her I was lied to and just wanted to cancel and Ive been back and forth for months trying to resolve this. I found out during that call that I was mislead and apparently signed a 4 year (non-cancellable) lease agreement for the clover equipment that over the 48 mths I would be paying $14,400+ for the equipment that is worth ~ $1800. I keep making clear that I was told I could cancel and that is the ONLY reason I agreed to TRY their services. *************************** should not have let me sign that lease knowing I was just trying the company out and was banking on those ******************************************************************* that the bottom line is where you see savings and that I could cancel within 90 days and I trusted his word. I asked to speak to someone higher and was told no, that they are not allowed to give out personal information and would not transfer me. This company uses deception to trap customers into lease agreement contracts and scamming people out of ridiculous amounts of money for equipment. I even said I dont want any money back, even though I feel like they should reimburse me any funds taken after I called in July to cancel, I just want to cut ties with the company and move on. I would like a refund from Sept. and Oct. 2023,$804.09. We have been lied to in so many ways by this company and yet I have been respectful and patient but this has gone too far. I need resolve as soon as possible.

  Business response

  10/11/2023

  Hello *******,

  We do notice your account is with Clear Choice Payments, this account is not with **********************. We have reached out on your behalf and they have let us know they will be reaching out within the next 24 hours to assist and explain your account and talk to you about your concerns.

   

  Please be on the lookout for that call.

   

  We appreciate you,

  Riverside Payments

  Customer response

  11/07/2023

  I have not heard from Clear Choice Payments, Riverside Payments or Cascade leasing since the complaint. I received one response through BBB that they would reach out within 24 hours and I never heard from them. I need this resolved as soon as possible.

  Business response

  12/15/2023

  
  Hello *******,
  
  We do see your processing account has been closed. We have notated for a manager to reach out addressing further concerns on any other accounts or necessary steps you are seeing, and can answer any questions during that call.
  Expect a contact from us at Clear Choice from a management member on or before 12/19/23 EOD.
  
  Thank you,
  Clear Choice Payments
  

• Initial Complaint

  09/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We were approached by a high pressure sales rep peddling cc merchant services/equipment back in March of 2023. They said they could give me a better rate than what I have currently and insisted that they could integrate with our POS system like the current merchant does. I said I could and would only switch if they could integrate. I was very skeptical because there are only 2 providers in the country that I know of that REALLY integrate. They assured me they could and told me they would take everything back if they couldn't, but I had to sign all the paperwork before they would even try. I did. They promptly shipped me the terminals and started charging me rent immediately long before they attempted to do the integration. So for the last 6 months I have been paying for the equipment I am not using and merchant fees for processing that wasn't happening. After many conversations over the course of the first four 4 months, it was determined that they couldn't make the integration happen so I just said I am done, stop everything and tell me how to send the equipment back. The equipment is still in the boxes and I haven't had ANY processing provided by them. They are still taking equipment money from my account and FINALLY shut off the merchant fees after 6 months. It has been virtually impossible to get anyone to respond to requests to work with me to get out of the "contract" which was only agreed upon if they could integrate. I have been getting the runaround trying to get them to take the equipment back and refund all the money they have taken for merchant charges and equipment rental. Only when I mentioned a complaint with the BBB and the ** Attorney General did I get a phone call...over a month ago, saying that cancelling a contract has to go through some elaborate approval process by " the Board" and they will get on it. At this point I am still being charged, equipment is still in my possession, and no further information on what is going on.

  Business response

  09/25/2023

  Hello,

  We understand a few issues arose during integration and we understand that sometimes this happens within technology. We do appreciate giving us the opportunity to address your concerns and we will reach out directly. We do need your assistance to complete this integration, and we will be in touch within 24 hours regarding your concern.

   

  Best,

  Riverside Payments

  ***********

  Customer response

  10/02/2023

   
  Complaint: 20593981
  
  I am rejecting this response because:  The complaint was responded to on 9/25/2023 and it was indicated in the response that I would be contacted within 24 hours.  It is now 10/2 and I have not heard anything from anyone...that is 7 days and not 24 hours.  This is the primary reason for the complaint in the first place.  I am told it will be resolved, we can get this account closed, etc..., but ultimately I don't hear anything about it and the charges continue.  I want this dealt with, I want the contract cancelled because of the inability to integrate, and I would like the information needed to get the equipment sent back so that we can stop being charged for something we are not using.  It's really not that hard.  Had I known it couldn't integrate properly I would've never moved forward in the first place, but of course I bought in to the verbal assurances of the sales person that was in front of me and her "person" that she had on the phone...and now I have been dealing with this for 7 + months.  Completely unacceptable.   
  
  Sincerely,
  
  *************************

  Business response

  10/11/2023

  Hello,

  We have been working with your provider, Clear Choice Payments to get this situation settled, as we have stated prior, we are not Clear Choice Payments, and your complaint directed to them directly may be answered a bit more timely as we are currently filtering this to them.

  We have confirmed with Clear Choice Payments they will have someone reach out today to assist you with your account.

   

  We appreciate you, and hope this can assist you

  Business response

  12/15/2023

  Hello *************************,
  
  We apologize no one has been in contact, you should not have received any additional charges after Oct 16th 2023. you will receive final documentation regarding closure and status of your account on or around 12/22/23.
  
  Thank you,
  Clear Choice Payments

• Initial Complaint

  05/30/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On February 2, of 2023 a sales rep from Clear choice payments showed up in my store to tried to get me to sign up with her company. The system that I had was paid for and was did not cost me anything. I told her right away, I was not going to get into any kind of lease agreement and told her what I needed a new system to do. She made some phone calls, showed me a number of how much money I could save if I switched to them. About a week later, a Clover *** system showed up at my store. I was told it was pre-loaded with my inventory. After getting the *** installed, we discovered that there our inventory was not in the machine, After several calls to Clear Choice, that issue had not been resolved. I reached out to the Sales Rep ************************ She told me that it wasnt her job and to call Clear Choice again, which I did. They kept telling me that my inventory UPC codes were in the wrong format and that they could not load any of my inventory so I started the process of doing it myself. After loading about 100 items into the system, the sales tax would not populate and my loyaltly program could not be switched over. Again, this was an important factor for my business, After about 5-6 more calls to clear choice, I packed up the system. When the Sales rep finally showed up, I handed the boxed up *** system over to her abd told her to leave my store.

  Business response

  06/16/2023

  Hello,
  
  We are sorry that you are frustrated with the Clover system. Our notes show that our technicians worked diligently to solve the issues you experienced with the inventory and tax and then the he system performed it's first settlement . There is documentation of the technicians uploading inventory and directing you how to manually turn on the tax option. The equipment was delivered, accepted, and installed. We have tried to contact you via, phone, text, and email on 6/16/23 to follow up on the Clover. Our goal is never to upset our merchants, and we truly care about your business. We would like to speak with you about your account in detail. Please contact our Support Team.
  
  Thank you,

  Customer response

  06/22/2023

   
  Complaint: 20120627
  
  I am rejecting this response because: I tried in every which way to get this resolved. I DO NOT have this system set up in my store. No inventory was ever uploaded properly and the sale tax issue was not resolved. The system was sent back with the sales rep. 
  
  Sincerely,
  
  ***************************

  Business response

  12/15/2023

  Hello ******,
  
  We see your equipment has been returned, we apologize no one has communicated with you, this was processed back after your equipment was returned. Your account with ********************** is no longer open, and you should receive any further instructions necessary via email from us. If you are seeing any charges or anything differently please contact us 
  
  Thank you,
  Clear Choice Payments

• Initial Complaint

  01/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our letter of guarantee from the company states that we are not responsible for the lease agreement or termination fees as Clear Choice Payments will cancel them all upon sale, transfer, or going out of business. However, now that the case has come up that our business is being sold, they are stating that the new owner MUST sign with their services, and if they do not I am solely responsible for paying this. I do not have an extra 4-5 hundred a month to throw away. Regardless, the agreement does not say anything about the new owner taking over any lease. They can do as they wish with their new business. From the start we have had many problems, we have now sold and Clear Choice Payments are not upholding their agreement. I have offered to provide proof of transfer/sale of the business as well. I will provide that once they stick to their word. I have read many other views of this nature too so I know I am not alone in this situation.

  Business response

  02/03/2023

  Hello,

  Thank you for bringing this to our attention. The notes listed reflect you have been in touch with our support staff. They have requested proof of dissolution which has not been provided. As the business owner you are encouraged to complete a transfer of ownership for your processing equipment and the services provided by Clear Choice Payments. This way the new owners can save on their monthly processing as well! Clear Choice will assist in all of the transfer paperwork at no charge. Should the new owners decide to use another processing company, you will still be responsible for the non-cancellable lease agreements. Clear Choice payments offered you credit card processing with savings to include the equipment packages. The agreements were signed, the equipment was delivered and accepted as discussed in the original sales appointment. Please feel free to contact our support team if you have further questions.
  
  
  Thank you,
  Clear Choice Payments
  ************

  Customer response

  02/04/2023

   
  Complaint: 18959050
  
  I am rejecting this response because:

  I can provide the letter of transfer of business if your company holds to their word and FIRST refunds me for the terminals that they have charged. SECOND, send me terminated contracts for all parties.

  The letter of guarantee DOES NOT STATE the new owners are obligated to transfer to your services. In addition to this I AM NOT RESPONSIBLE for the remainder of any terms, as CLEAR CHOICE PAYMENTS STATES:

  should ******* decide to transfer ownership of the business, sell the business, retire, or go out of business, upon proof of dissolution, Clear Choice Payments will pay-off your non-cancellable lease in full and release you of any further equipment obligations and early termination fees. 

  This does not mean the new owner has to take up your services or that I am still obligated to pay for a service . Please do not lie to your consumers. I will only resolve this complaint once my issues are handled. I will take down any reviews upon my requests are completed. 
  
  Sincerely,
  
  *******************************

  Customer response

  02/13/2023

  Hello, we are still waiting on closing of the business. Will provide once the closing has been signed.

• Initial Complaint

  01/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to reach out to CCP to understand these charges on my accounts. They told us they would save us money but are actually more expensive than our previous processing company. One business is being sold and they are not reaching back out to me to cancel the services like they promised when it was sold with no charges. If I had around $800 to burn every month these guys are doing it. I am not sure how I can stay open with these charges being debted out of my account. $800 is a lot in this economy and to just be throwing that away is a lot for my family and means to survive. We were misled and would just like to go separate ways for all accounts and receive our entitled refunds. I have tried to reach out to my account rep who set us up but he has left the company because he did not trust them either based on my situation. I have called the company and leasing company multiple times but no responses. Please help us someway.

  Business response

  02/09/2023

   

  Hello,

  As perviuosly discussed withour support staff the Guarantee of savings includes the equipment packeage and is compared to the processing fees paid from your previous provider. In order to show savings, your account must process for 30 days. We are happy to review the account and make adjustments if necessary to ensure savings. The support team has requested proof of the business sale and it still has not been provided. Please reach out to discuss the acount in further detail.

   

  Sinccerely,

  CCP

  
  

*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. ↩