ComplaintsforNuvei Technologies Corp

• Initial Complaint

  07/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  A salesman approached our business offering merchant services free of contracts, and a $150 monthly flat rate. By the end of the first month we were being billed over $500 dollar in fees. Upon request to terminate our merchant account we were given the runaround. We attempted to send back the terminal but couldn't get a clear response as to where to send it. They have since placed us in collections charging us over $13,000 for the terminals we have been attempting to send back for over 3 years.

  

  Business response

  18/03/2022

  Hello *****,

   

  As per our conversation, we have instructed the third-party Collections agency to cease collections efforts related to this merchant account.

   

  Please accept our apologies for any inconvenience or stress this has caused you.

   

  Thank you,

  Customer response

  22/03/2022

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

• Initial Complaint

  09/12/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I own a hair salon. i have been with Nuvei (formerly known as Pivotal Payment) for Merchant Support services, (debit/credit card machine) for 11 years. I have decided i want to give a 90 days notice and end my tenure with them. my contract ends in March 20, 2022. I am following policy element #12 of code of conduct. i have sent in 2 registered mails to their locations one in Ontario and one in Montreal. I have sent in the email to their proper department that deals with cancellations. I have called in and spoke to Lilia at ******. however, she told me that she will cancel me early and that means I have to pay a penalty of $300 plus all other fees they feel they can enforce on me. all these internal regulations that brings them maximum financial benefits!. I tried telling them that i go by Government code of conduct and that I haven't done anything wrong. Lilia at extension #**** told me that she is going to charge me a penalty and hanged up the phone on me. this is how I have been treated after 11 years of doing business with them. * ** **** ****** * **** ***** **** ** **** **** ** ***** **** ***** ******** ***** ******* * ***** *** **** ****** *** **** ** ********* *** * ** *** *** **** ******* ******* **** ** *** **** ******* ***** **** **** ******* ******* ** ****** ****** **** **** ***** ****** **** ** *** ****** ***** *****  All I want to do is to give a 3 months notice and not to renew my contract which is ending in March 2022. ****** **** *** ** **** ** ******** *********** ****** ** ** *** ** ******** *** **** *********** ****** **** **** ** ***** *** ** ** ** ********** ** ************************ ***** *** ****** ***** *** ** **** **** ****** ****

  

  Business response

  10/12/2021

  Dear ******,
  
  
  Thank you for taking the time to speak to me about your concerns today. I can imagine how frustrating this situation has been, and I'm sorry that you've had to go through it. I assure you that it was not the agent's intent to upset you. She was only trying to explain that a notice of non-renewal is unnecessary because you had already changed to another provider. In your case, since you made the change while still under contract with us, she deemed that an early termination fee was applicable.
  
  
  Element 12 of the Code of Conduct only requires that any renewal term not exceed six months and that merchants be able to provide notice as late as 30 days before the end of the contract. It does not affect any other part of our agreement, such as the requirement that you only process with us throughout your term. I believe this is what created a misunderstanding between our agent and yourself.
  
  
  We appreciate having served you over the last 11 years and hope to part on better terms. I'm closing your account immediately without an early termination fee. Please note that since you did submit transactions this month, you will see one final billing for December.
  
  
  Thank you once again for your understanding and for choosing Nuvei. Best wishes for your future endeavors!

  Customer response

  07/01/2022

  ***** **** **** ****** ********************************* ***** ******** ******** *** **** ***** ** *** ***** ******  ****** ***** *** *** **** *********

   

  someone from the management (Nuvei) called and rectified the problem. *** *** ** ***** *** ***** *** ***** * **** ******* *** ** *** ********* ** ** *** 

   

• Initial Complaint

  24/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  September 2021 we were approached by a sales rep from this company to discuss switching our current POS system to go with their company. September 13th, we had our first official meeting discussing in great detail the benefits of switching to their company. To point out, we are a struggling small business due to covid, and we were very upfront with the sales reps that we don't know if we will be in business beyond 2021. They told us that it would be a great idea to switch companies and started saving money right away! We were told that the system is very easy to transfer, and that they would come and set the system up for us personally so that we would not have any disruption to our business. We were told that there would be no cost to cancel at anytime. In light of our financial problems, they recommend that we sign a month to month lease. In October, the 2 sales reps showed up to set up the system. They seemed very unfamiliar with their system, and had difficulties making the switch. When they left at the end of the day, we still had a lot of work on our hands to be up and running for the next business day. After they left, they no longer answered their phones, texts etc. They ghosted us for over a month and left us with a product that didn't work and was not suitable for our business in any way. The product has been sitting in a box at our store waiting to be picked up, & we reverted to our old system. We have never used the system they brought. The 3rd week in November, we were finally contacted by the Team Lead, were he basically told us that its not his fault that his sales rep blew us off, and that we have no options other than to continue to work with his company under the lease we had signed, or we can buy his product out right for $800. We advised him that it was originally his service that sold us on the product, and the promise that we would have help 24/7 - which they failed at. They left us high and dry and we do not want to be in business with them.

  

  Business response

  29/11/2021

  Hello *****,

   

  As discussed over the phone, your merchant account is now closed and will not be billed. The equipment lease has been cancelled as well.

   

  Please accept our apologies for any frustration or inconvenience this has caused you.

   

  Thank you,

  Customer response

  01/12/2021

  
  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

  28/10/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I requested cancellation with Nuvei on May 28, 2020 due to business struggles because of Covid 19. I no longer needed a card processor at this time and noted that to the rep from Nuvei. She confirmed all the steps I had to take, and notified me of a $300 cancellation charge. I was of course upset, but agreed, and she began processing the cancellation. Nuvei's records do show this cancellation process started, and confirmed I was sent an email to contact the leasing company for the physical machine to cancel that as well, which was done. I mailed the machine back, and received no further communication from Nuvei - including *not* receiving monthly newsletters, monthly statements, monthly payment updates regarding delays in funding, etc. There was no further communication following this. When entering my merchant ID number anywhere, the ID came back as invalid. A reasonable person would believe this meant the account was closed and taken care of, as I had requested. Today, October 27 2021, while processing some bank statements for tax purposes, I was notified of an unknown charge from a numbered company in the amount of $71.88, and my accountant asked for an item description. I went through all my receipts and could not find a match. After speaking to my bank, I was notified this charge was from Nuvei, and had been occurring monthly in the same amount for the last 16 months. It unfortunately went unnoticed due to being a relatively small amount from a numbered company, not named. I contacted Nuvei and was told they never finalized the cancellation on their end, so they have been charging me this amount for non-usage of the processing account - $5.95 for a statement fee (which I was not receiving), $5.99 for warranty on a machine (which I did not have), $19.99 for non PCI compliance (which I did not need), $29.95 for "Web Reports and Business Coaching" (which I did not have) and $10 for a monthly account minimum fee (which I was not using), all of which was cancelled.

  

  Business response

  01/11/2021

  Hello ******,

  Thank you for taking the time to talk to me today. As explained during our conversation, your merchant account was left open following your conversation with our agent in May because our agent understood that you wanted to leave it open temporarily, and an email was sent to you explaining that you would need to call us back in order to finalize the closure.

  As we agreed, I am requesting a partial refund for $599.28, which will be deposited in your bank account at the end of the current billing cycle, on or before December 2, 2021.

  I apologize for any misunderstanding that took place.

   

  Thank you,

  Customer response

  01/11/2021

  
  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

  21/10/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  **** ***** is the agent who I was dealing with at Nuvei Merchant Services. While I was on contract with *** ******** ****, **** emailed, texted, and called me multiple times to persuade me to cancel my services with *** and join his processing company. He said he was able to give me a better offer and processing rates. I was persuaded by him and signed the contract; however, I never signed the Pre-Authorized Debit agreement and did not provide him with my business license. He needed those documents to process the application. He went ahead and processed the application and sent (2) processing machines to the business location, which, I currently am in the process of purchasing, but has been delayed for 4-6 weeks. I texted him and specifically said to hold onto the machines and wait until I can think through this. I reminded him that the application has not been completed.

  

  Business response

  01/11/2021

  Hello *****,

  Thank you for taking the time to talk to me today. As per our conversation, your merchant account with Nuvei has been closed and there have been no funds debited from your account. 

  In terms of your lease agreement with ***** ****, the lease will be cancelled and all funds debited from your account will be refunded.

  I apologize for any stress or frustration this situation has caused.

   

  Thank you,

  Customer response

  01/11/2021

  
  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

  05/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We started having issues with the mobile reader back in June of this year. Upon contacting the processor we were told that it was "a known issue with no resolution time frame". Since then they have not responded to emails asking for updates on the issue. Because of this we want to terminate the services completely and are only NOW being told that there is a termination fee of $395. * **** ******** * **** ** *** ****** **** * **** **** ******* ***** ********* *****

  

  Business response

  05/10/2021

  ***** ******

   

  I apologize for the inconvenience that this has caused you. It appears that the agent you spoke to earlier today misunderstood the terms of your merchant agreement, there should not be a termination fee associated with your account.  He will be giving you a call to confirm this information shortly.

   

  Sorry again for any inconvenience this has caused.

   

  Thank you,

  Customer response

  07/10/2021

  * ***** **** ************ ************************** ***** ********

   

  A copy of our contract ** ******** *** on the cover page it clearly states No ETF, No PCI fees, no monthly minimum or monthly fees.

   

  Complaint # ********

   

  Thank you,

  ****** **** ****** ******** * ******** *** **** ********* **** ******** ******* **  ***** ***** ******** *

  

  Business response

  08/10/2021

  Hello Debbie,

   

  As per our conversation today, there is no termination fee for this account and the month-end fees for October have been waived.

   

  Thank you,

  Customer response

  14/10/2021

  
  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

  23/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We initially have been contacted by NUVEI to offer us the following services for our students: 1. a machine for payment with credit and debit cards for paying tuition fees 2. online payment for those they would like to make a payment from overseas for international students. For the first months, we noticed the following behaviors form the company: We have to call and insist to obtain or receive our money into our bank account either via the machine or on line. it takes few weeks to see our students fees in our bank account. At th 3. offering a weekly loan with high interests ( USURIOUS) Once we start up our campaign after COVID 19, for fall school back, students start using on line payment. ON MAY 14, 2021 NUVEI without a warning letter or heads up, NUVEI VIA THEIR RISK DEPARTMENT AN EMAIL CLOSING OUR ACCOUNT THAT WE ARE A HIGH RISK SCHOOL. On the top of that they hold 8 students money based on $3500 each. We tried in vain to collect our money. They never answer except saying tha

  

  Business response

  16/09/2021

  Response to Complaint #********:
  
  Mr. *****,
  

  Thank you for providing your continuous feedback. As we've stated in each of our communications, your account was terminated in accordance with the Terms & Conditions of the Merchant Agreement, which was acknowledged and signed by your organization. Unfortunately, we are not able to determine the state of mind of the person who signed the agreement nor does that have any bearing on your choice to submit transactions that resulted in your account being terminated. At no point have we indicated that the termination was done without a thorough review of your account and if you perceived that to be the case, please accept our sincerest apologies. The initial response to which you refer was simply a way for us to acknowledge receipt of your complaint and let you know that we'd be in touch with you once we have gathered all the info related to your case since a number of departments were concerned. 
  

  Once again, we sympathize with your situation and wish you the best of luck in finding a suitable payment processor. As per industry standard, any held funds, minus chargebacks, will be released to you as previously communicated. 
  

  Kindest regards,
  
  
  ***** ********** *********** ******** ********** * ******* ************ ******* ** ********** *** *********
  
  

  
  

  Customer response

  21/09/2021

  Cher ******** ********** :

  You and I have an obligation to serve our students.  As a result, you cannot abscond your responsibilities in serving our clients. You and I have the duty of the obligation of the result, within the framework of contractual obligations. Your company is buying time by not refunding the students funds and you are using the money of our unfortunate students without scruple, conscience, and without shame.

  **** *** ** ***** ******** ******* *** ********* ***** *** ***** ********* **** ****** It has now been more than 5 months. If the college does not receive the tuition refund from you within the next 2 weeks, our only recourse is to send your file to small claims court, in which case you will bear the legal fees incurred.  You should realize that we have a duty to inform the college association and other government agencies of your scheme to prevent others from making the same mistakes and to protect their students.

   

  Cher ******** ********** :

  Vous et moi avons l'obligation de servir nos étudiants. En conséquence, vous ne pouvez pas vous soustraire à vos responsabilités au service de nos clients. Vous et moi avons le devoir de l'obligation de résultat, dans le cadre des obligations contractuelles. Votre entreprise gagne du temps en ne remboursant pas les fonds des étudiants et vous utilisez l'argent de nos malheureux étudiants sans scrupule, conscience et sans honte.

  ***** ***** ** ***** *** ******** **** ** ******* ******* ** ****** ********* **Cela fait maintenant plus de 5 mois. Si le collège ne reçoit pas le remboursement des frais de scolarité de votre part dans les 2 semaines qui suivent, notre seul recours est de transmettre votre dossier à la Cour des petites créances, auquel cas vous assumerez les frais juridiques encourus. Vous devez comprendre que nous avons le devoir d'informer l'association des collèges et les autres agences gouvernementales de votre stratagème  afin d'éviter que d'autres commettent les mêmes erreurs et de protéger leurs étudiants.

  Mille mercis de votre assistance

  **** ***** ******** ** *** ******* ***** ******** ******** ******* ** ******** *** *********

  

  Business response

  21/09/2021

  Mr. *****,
  
  
  Our obligations under the Merchant Agreement do not extend to your customers. Our primary obligation is to uphold Payment Card Industry standards and minimize or prevent fraud.
  
  We’ve already explained this to you, but I will include again for reference.
  
  - Multiple transactions you submitted were outside of the expected parameters approved for your business when your application was underwritten.
  
  - These transactions were flagged as possible fraud, resulting in a hold being placed on your account.
  
  - We attempted to contact your business, but the contact information provided by your organization was falsified in your application, which further raised our suspicions and resulted in the termination of your account and unsettled funds being placed on a hold until the chargeback time frame has elapsed for the most recent transaction.
  
  Furthermore, if a transaction is refunded during the chargeback time frame (typically 180 days from the transaction date), the cardholder can still initiate a chargeback which could result in him receiving the funds twice, causing a loss to the merchant or the payment processor.

  For these reasons, we stand by our decision and hope that you understand that there is no malintent on our part - we are simply adhering to industry standards as is our right and obligation.

  Please be advised that any further effort on your part to slander our business will be forwarded to our legal counsel. Any outstanding funds owed to you will be released as soon as the required timeframe has elapsed. At that time, you are at liberty to use the funds as you choose.
  

  
  
  
  Kindest regards

• Initial Complaint

  28/07/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Nuvei is a point-of-sale merchant service company. Over the course of the last year they started charging their merchants higher rates and did not notify the merchant. They hid the costs by deducting them from the deposits from our customers. The equipment has become more and more faulty and we have had to incur costs to ship the equipment back and get it refurbished repeatedly. Covid has hit our company and we wish to change to a different payment system to collect money in cash from our clients in order to save costs during the pandemic. Nuvei's representative told me that I would be slapped with a termination fee of $650. When I enquired about the fact that the equipment is faulty and incurs more costs than it's worth, they responded "Unfortunately, there is nothing that can be done here. Contract is a legally binding document and tos shows that we are not responsible for tech issues, etc because those things happen."

  

  Business response

  10/08/2021

  Hello *****,

   

  I apologize for the delayed response. We are reviewing your situation and will contact you today to resolve your issue.

   

  Thank 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. ↩