ComplaintsforMoneris Solutions Corporation
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
21/04/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
***** ******** **********
We have been trying to get answers from Moneris regarding our new system integration since the end of February 2023. We operate a small business and some of our guests cannot receive refunds or pay for their reservations through our system yet due to delays on their end completing the integration. We have been reported to the BBB by our guests and they are demanding their refunds, which I do not blame them for being frustrated about. The claim against us to the BBB was removed from our file as we were found not in the wrong and doing our due diligence to try and resolve this issue for our guests. I have reach out to Moneris and numerous departments on numerous occasions (email threads and phone records are available as proof if needed) and have not received any straight answer other than "We have escalated this to another department and it should be completed soon". It has 2 months of trying to find a solution to a simple system integration, which happens seamlessly with many other businesses daily via Moneris. We now have guests boycotting us online/social media, ********* our staff over phone & email and planning protests outside of our business all because we cannot receive answers.
Business response
05/05/2023
Thank you for bringing this matter to our attention. Our sales team has been working with the business to provide them with a new account number that will be used with their integration provider. We have reached out to the merchant numerous times to see if they have successfully completed their integration. We have not had our calls returned and as such we have not received confirmation that the setup has been completed. We will continue to support the merchant through this process.
Sincerely,
Mary **** *******
Moneris Customer Relations
Initial Complaint
14/02/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
My restaurant used moneris merchant services from 2015 to end of 2016. When I tried to switch a provider, moneris tried to retain my business and offered me a 3 months grace period of trying out another supplier. Technically I did initial a contract cancellation, request but they put it on hold for 3 months. After 3 months they did not follow thru the matter *************************************************************************************************************** they continue charging monthly service fee from mid 2017 until today. I have sold the business in July 2021. Until recently I notice the charges. So they have been charging me for more than 4 years, although I did not use their service at all. No one contacted me to at least notifying that the account still active. I called them today and they said there is nothing they can do to refund back the money. I did not return the merchant terminal because at that time, they did not cancel my account after the 3 months grace period. All and all, they are charging me fees for more than 4 years for not using the service. ************************************************************************************************************************************************************* Alex ******, he did not cancel but offered 3 month gray period, but then did not actually follow thru, ********************************************************************************************************************************************************************************** When I called them today, they said I should have contacted them to cancel, which I did but they tried to keep me as a customer still, **************************************************************** refund back all the fees they charged me from April 2017 till Jan 2022.Business response
27/05/2022
Business Response /* (1000, 5, 2022/02/24) */ Thank you for your inquiry. Moneris has reached a mutually satisfactory resolution with our customer. Consumer Response /* (2000, 7, 2022/03/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am satisfied with the responseInitial Complaint
09/01/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Our Moneris terminal was not functioning properly last September, so we called to order a replacement terminal. Moneris's rep came to our location and did the exchange, as well as setup the new device for us. Moneris has been charging us every month since for the terminal that their rep took with him after personally delivering the new one to us, aside from billing us for the new one. We were told that we could upgrade from a 3G terminal to a 4 G terminal if we called in to Moneris's customer support line. We did this. We were offered paper, a charger for the 4G terminal, etc., but were not told that we were being billed for this. We have not received and invoice, but the money was taken from our account. After raising this issue with Moneris, they apologized for their mistake. However, they wouldn't reverse the charges. I asked if I could return the 100 rolls of paper, Moneris said yes, at my own expense, but that they are keeping my money regardless of me returning the product. ************************************************************** I asked how long my contract was, and was informed that I wasn't under contract. The person ************************** said I could leave them anytime I wanted. My ***** account is almost complete now, but I still want my refund. ************************************************************************************************************************************************************************************Business response
27/05/2022
Business Response /* (1000, 12, 2022/02/24) */ Thank you for bringing this matter to our attention. We have addressed the concerns internally and we are just taking the final steps towards resolution. We will then consider the matter closed. Sincerely, Moneris Customer Relations Consumer Response /* (3000, 14, 2022/02/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) No, this is not acceptable. I have been offered a refund, but have followed up every week for over a month now. It's supposed to take 3 - 5 businesses days, but it's been far more than that. Every inquiry I make takes days just to get a response, then all I get is a note that they will contact the person dealing with this matter. ****************************************************************************************** Business Response /* (4000, 16, 2022/03/07) */ Thank you again for bringing this matter to our attention. The final steps in this case were completed on March 1, 2022. We now consider the matter closed. Sincerely, Moneris Customer Relations Consumer Response /* (4200, 18, 2022/03/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) The money **************** was finally returned. *******************************************************************************Initial Complaint
09/11/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
On November 5 2021, we received a call from Moneris Solution Canada for enabling **************** service to our account. My staff who answered the call insisted that she can't make such decision to accept the offer and Moneris representative should email and confirm with the owner. Without reaching out to the owner the representative went ahead to process the unauthorized order. As a business owner, I do not wish to accept **** as one of our customer payment option. ************************************** this particular employee Shaun ************ ignore my wishes and faculty process an order. ************************************************************************************************** Thank you for your time.Business response
27/05/2022
Business Response /* (1000, 5, 2021/11/10) */ Thank you, this inquiry has been resolved to the customer's satisfaction
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Customer Complaints Summary
12 total complaints in the last 3 years.
5 complaints closed in the last 12 months.