ComplaintsforNuvei Technologies Corp

• Initial Complaint

  19/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear Team, My business name is ***** ******** *****. four customer came and bought material and company did not release money without any reason. Please help to release my money $3747.

  

  Business response

  16/04/2024

  Hello ******,
  
  
  We have reviewed your request regarding your account, and one of our Merchant Experience Advocates contacted you on March 27th to explain the situation and find a solution.
  
  
  Your funds are being held due to processing transactions outside the agreement parameters, which have been flagged for review. In order for these funds to be released, we require invoices and transaction details to do our due diligence and prevent any fraudulent transactions that may be a risk to your business and ours.
  
  
  Your reserve is only eligible for release after 180 days since your last transaction on March 12th, 2024. They will be released on September 8th, 2024. 
  
  
  We understand this may be different from the resolution you were looking for. 
  
  
  If you can provide the requested documents, your funds may be eligible for release sooner. Alternatively, you can call our team at ************** in 90 days (June 10th, 2024) to review the possibility of an early release of funds.

  Thank you,

• Initial Complaint

  04/05/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am an OUTSIDE agent with this company and will never submit another account. They steal them from you wont pay you on anything and then wont even send you the 1099. On top of everything, I get cursed by the partner support agents. I ask for a supervisor and they use some language that should not be repeated. **** ** * **** *******

  

  Business response

  05/05/2023

  We appreciate you bringing your concerns about our business to our attention. We apologize for any negative experience you may have had. Our Quality team has thoroughly reviewed your interactions with our team members and found no evidence of unprofessional behavior. Please refrain from submitting any further false claims or complaints. 
  
  
  Best regards

  Customer response

  05/05/2023

  
  Complaint: 20019329
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  31/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  J'avais signé une entente de service avec Pivotal payement qui est devenue actuellement Nuvei, pour la location d'un terminal de paiement pour mon entreprise le 16 octobre 2017 pour une durée de 48 mois. Ce fournisseur de service est un sous traitant de First Data qui fournissent des terminaux de paiements aux marchands. En mars 2020 j'ai voulu annuler le service avec eux, et j'ai du payer des frais de résiliation car mon contrat avec Nuvei se terminait le 16/10/2021, ce qui est tout à fait correct. Le 27 avril 2020 Nuvei m'ont facturé 500$+taxes, un total de 574,87$ pour mettre fin au contrat. Le problème est que, Nuvei n'ont pas réelement mis fin à ce contrat même si j'ai payé les frais de résiliation, ils continuent de me charger des frais de location d'équipement de 28,69$ jusqu'à ce jour. Sachant que je leur ai retourné leur équipement par la poste. J'aimerais être dédommagée pour cette injustice, et avoir un remboursement des frais que j'ai payé à tort après résiliation de notre contrat. Merci pour votre aide

  

  Business response

  01/02/2023

  Bonjour ****,

   

  Merci de nous aviser de votre situation. Nous examinons votre problème et vous contacterons bientôt avec une solution.

• Initial Complaint

  14/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We discovered that our business account was being charged $89.84 with no vendor name on the withdrawl just Bankcard so the previous director believed this to be a charge from our bank. When I investigated in early December, 2022 the charge was suddenly $239.84. I traced this charge to Nuvei. I called them on 12/13 and spoke to "*****" who informed me that someone from our organization set up a merchant processing account and he refused to tell me who it was or when. I told him that no one worked here anymore who could have set it up, that we do not want this service but he still refused to tell me who or when and said the only way to stop these charges was to find the person and have them sign over the account. BUT HE WOULDN'T TELL ME WHO IT WAS. What sort of unprofessional games are this company playing? We had to file fraudulent claim with our bank to stop them but we are out thousands of dollars. Many of these complaints are similar to mine and I wish this company would be investigated for their unsavory practices. This is a non profit, how dare they give control to an individual who may quit, be fired, etc. and they won't stop the charges. This is how the profit off of companies that foolishly did business with them in the first place. We want them to resolve this issue.

  

  Business response

  14/12/2022

  Hello *****,

   

  We're really sorry to hear that you had a frustrating experience contacting us. In order to protect our customers, we cannot give out any information related to an account to an unauthorized person. We'll contact you to look into how we can update the information, if that's what is required, but please understand that it is the business owner's responsibility to keep their information up to date and to notify us to close the account if they wish. 

   

  Thank you

  Nuvei Customer Experience

• Initial Complaint

  12/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is a credit card processing company who is billing our company each month for processing service fees even though we don't use this company to process our credit card payments. We were billed for $244.84 on December 2,m 2022. They've been billing us various amounts on the 2nd of each month. We stopped the payments and contacted the company to reimburse us for previous charges. They declined to reimburse us. In total, they owe us over $5000.

  

  Business response

  22/12/2022

  Hello *******,

   

  As per your conversation with our merchant experience advocate, a refund has been requested. We apologize for any frustration or misunderstanding.

   

  Thank you,

• Initial Complaint

  13/10/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am the accountant for RCCG Cornerstone Chapel Moncton and did set up a contract with Nuvei in 2019 and bought the POS terminals outright (paid over 2-3 instalments. After 3 years of very dissatisfactory service, we made a decision to move to another provider. All calls to cancel have been abortive. They claim the only person who can cancel the contract is the person on file in 2016. Each month, we fraudulently get debited by this business. September statement was $74.57 I need them to refund all monies taken from my account as well as any fees we incur with bank in stopping future payments.

  

  Business response

  14/10/2022

  Hi ****,

  We're really sorry to hear that you're having difficulties accessing or cancelling an account with us. This type of request must come from a recognized person on the account, and, unfortunately, we don't have your information on file. As you can appreciate, it is our responsibility and obligation to protect our customers and prevent unauthorized access to their data or accounts to the best of our ability. This sometimes means that even though you may have a relationship with the account holder, we still need their explicit authorization to let you access the account.

  We're sorry to lose any merchant, especially if it's caused by dissatisfaction with our products or services. We'd be more than happy to discuss this with the authorized contacts, or with yourself once we have their authorization. Please contact our Merchant Experience team at 1-866-322-4015 with the account holder on the line so we can further assist. 

  Kind regards,
  

   

   

  Customer response

  17/10/2022

  
  ********** ********
  
  I am rejecting this response because: I was incessantly called as the key contact person and decision maker when they needed to set up the account. The three POS I am cancelling were set up by me. As such, I believe I have the right to cancel regardless of who who have on file. The onus is on you to disprove there was a new service with three (3) POS purchased outright in 2019. I invested hours to dig out the notes I took back in 2019 when signing up for this. 
  
  Sincerely,
  
  **** *******

• Initial Complaint

  15/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  This is a credit card merchant company I have dealt with for over 15 years , after trying for 3 months to negotiate a better rate , which i spent several phone calls with different people telling me that they would help . After finally getting tired of it , I called and told them I was gonna change and if the process would cost me anything , she said no because I had been with them a long time . Yesterday I switched and called to cancel , I was told I had a$450 termination fee for not keeping it through May 2023 . I told him that he could keep it on and I would pay my basic fees until then , he said I could not do this and that I had to keep totals that were consistent with my past statements . Sounds like I'm being told how I can do business , I even asked the guy if this is just a fee for changing to another company , he said yep ! I don't agree with how it was handled , the lies that were told and the fees charged

  

  Business response

  15/09/2022

  Hello *******,

   

  Thank you for bringing this issue to our attention. We are currently reviewing your account and recent interactions with our Merchant Experience team, and will provide a more detailed response to your complaint shortly. We apologize for any frustration or inconvenience this situation might have caused.

   

  Thank you,

  Customer response

  15/09/2022

  
  ****** ******** ******:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ***

  The company in question phoned me a bit ago and we had a very positive call , they agreed to drop my cancellation fee and we agreed to split amicably with no harsh feelings or ill will , thank you to the BBB for your assistance in this matter
  

• Initial Complaint

  23/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello Mr/Ms. I want to get money back from the company(Nuvei or First Data) who took the debit machine fees unfairly from my business bank account for eight months after I cancelled it. I am attaching the letter that my daughter wrote in detail for me about this matter and other documents that will be helpful to investigate. I hope you understand about this matter and help me to resolve it.  Thank you for your help in advance. Best regard, ******* *****

  

  Business response

  28/07/2022

  Hello ******,

   

  Thank you for bringing this issue to our attention. We are currently reviewing the documents you attached and investigating how this issue was handled internally. We will reach out shortly with a more detailed response and proposed resolution.

   

  Thank you,

• Initial Complaint

  09/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I represent ******** ****** (PB), a small business. PB uses merchant processing services from NUVEI TECHNOLOGIES, for over 5 years. On 2nd May, we receive a daily snapshot (which we receive daily) from NUVEI stating that $11???.?? will deposited to our account and $5457.61 will be debited from our account. Saw the email. Normally, all such deposits go into the account around 3:00pm daily. After 3:00, checked business bank account and found such money being taken away by NUVEI. On 3rd May, Call them to find out why such an exorbitant charge has been processed. After a long hold, learnt ****, Customer Support Rep, said it was processing mistake and the funds will be reimbursed back soon. No specific timeline was provided, inspite of asking in multiple times. Not happy with it, Requested to talk to Supervisor. Reluctantly, she give phone to ***. *** commented the same thing, they will refund the money as soon as possible with no specific date and time. She disconnected the phone. Tried to reach again, but could not reach her. Again, Call back on 4th May. Tried reaching out to ***. But now she is on a holiday. Another Rep, **, came on the line and promised that refund will be process in night and will be deposited thru wire in to the Business Bank Account. Comes 5th May 2022, No money deposited in the Business Bank Account. Call them up again. Now, ****** comes up on the line. When asking about **, he says that he is not working and will be available only on Monday. So, I again described with whole case and requested for refund of my money. He has no clue about it. After over 1 hour 30 minutes on the phone, he comes back and says that refund will be in my bank account by Monday, most probably. Again go into waiting. Monday morning, 9th May 2022, Again see not refund being deposited. Call up and find out ******. Now, he says that company has sent an email that now all such refunds will only be processed after month end, meaning 1st June. Still No refund.

  

  Business response

  11/05/2022

  Hello *******

   

  As per our phone conversation, a refund of $5962.73 has been finalized by our Finance team and you will see the funds before the end of the week. We apologize for this error and thank you again for your patience and understanding.

   

  Thank you,

• Initial Complaint

  11/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have a terminal from this copmpany incase any customers wish to pay with card. i have never had to use it, however i pay my month cost of having the service every month. I received a call from a collection agency saying that i owe them money. i thought it was a scam. i called nuvei and found out that they closed my account in September since they didn't see transactions going through, and then sent a $40.99 balance to a collection agency ... no notice, no call, no email... i am not trying to have this removed and dealt with... horrible experience and i wish i would never have gotten a terminal from them.

  

  Business response

  14/04/2022

  Hello,

   

  Thank you for bringing this issue to our attention. The balance of $40.99 for August 2021 was sent to a third-party collections agency due to what appears to be a data entry error. As of March 18, 2022, this balance was cancelled both internally and with the third party. There should be no further attempts by the third party to contact you and no impact on your credit.

   

  Please accept our apologies for any inconvenience this might have caused you.

*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. ↩