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Complaint Details
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Initial Complaint
30/03/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Description of Complaint: In 2011, a merchant service broker called *****************. arranged a merchant service deal between ******** Fitness Inc. and a merchant service company (sometimes called a ************) called ******. In November of 2015, after ******** requested a rate review from our broker (*****************.), our broker found us better rates with a new merchant service provider (************) called **********. I have found out - and this was verified by several lower rung representatives at both Paystone and ****** - that it is the responsibility of the broker who manages arrangements/agreements with the merchant service companies who should have both coordinated and ensured closure of the old account (******) at the same time the new agreement (with **********) was executed. It was not. ******** has been paying - by way of pre-authorized debit transaction - $56/month and $150/year to ****** for an open account that has had ZERO transactions since November of 2015 (6 years). Records at both Paystone and ****** show this. There have been no transactions since the date that the account should have been closed. The sum total that ****** collected during this period is $5,000. I assume that ****** pays Paystone. In 2019, *****************. was bought up or taken over by Paystone. Paystone claims that it is not responsible for anything that occurred prior to this year. ****** says that our agreement is with and through Paystone and that ****** is not responsible. Presently, my last several communications have received no reply. On three occasions, representatives - one in particular - committed to get back to me by the "End of Business Day". This never happened. Desired Settlement: Refund
Business response
21/04/2022
Business Response /* (1000, 8, 2022/04/19) */ We have come to an agreement with the client, and he promised to remove his complaint. It was a misunderstanding with a company that Paystone has acquired in 2019, and we have come to a resolution that made the client happy. Consumer Response /* (2000, 10, 2022/04/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) Paystone responded to our BBB complaint and was reasonable in resolution negotiations. We are happy with the result and are pleased to bring closure to this matter.
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.