Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/31/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for the service in February 2020 and a month later we were closed down due to the pandemic. I was told by the sales guy that I didn't have to pay if I didn't use it. Well after reading the fine print there was a non action fee of 59.95 a month. We NEVER used the service even one time. Several years later a fee of 219.00 or 319.00 was automatically being charged to my account with NO phone number attached to discover what the fee was for. There was NO communication that a fee was to be charged or increased NOTHING. I ultimately had to close the account to stop them from charging me. The bank and myself has tried to come to an agreement as to some type of a refund considering I was not informed nor did I EVER use ANY of their services. The company just mantras that I signed it.

  

  Business Response

  Date: 04/04/2025

  Thank you for your submission.  In review of your signed merchant processing agreement (MPA), terms and conditions all fees charged are valid. Due to collection issues your account was closed January 15, 2025.
  Although fees charged are valid as a courtesy with your acceptance, we will waive the outstanding balance for November 2024 month end fees in the amount of $319.05, December 2024 month end fees in the amount of $219.10, and we will refund $2,461.85.  The refund check must be mailed, please provide your best mailing address.  Please allow up to 30 days from processing to delivery of refund check.

  Thank you

  Customer Answer

  Date: 04/07/2025

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 23133961, and find that this resolution is satisfactory to me.
  
  Regards,
  
  L****** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:02/24/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company sold me their services stating I would receive funds form credit card transactions 24hrs after batches are closed. It’s even worded in the ci tract they had me sign. First couple of transactions that was fine then out of no where they placed a 4 day hold on my funds. I never received a phone call,email, text or notification via the mobile app. I’m very dissatisfied with the services. I tried calling several times and was bounced around and treated poorly and was basically just told best of luck you’ll get your money when we are ready to send it to you. I am canceling my services as soon as last couple transactions clear in my account. Worst customer service ever.

  

  Business Response

  Date: 03/03/2025

  Thank you for the opportunity to review and address your concerns regarding your account. Please note during the underwriting process, there are many factors including credit and business type that determine your qualified deposit time frame. At the time of your application, it was determined your deposit time frame status qualified for "extended" deposits which is longer than a "standard" one day hold. There is no funding time guarantee in our terms of service. The extended status was included in an email sent to you December 27, 2024 (your same email address included with this complaint) titled "Your account is ready – let’s get started!"
  
  Regarding closure of your account, our records show you spoke with our customer support representative on or around February 25, 2025, and it was confirmed you received the closure request form. We do not show record it was received back from you.  Please be advised we must receive the closure request form filled out in its entirety and signed by the authorized signer on file to process your closure request. 

  Customer Answer

  Date: 03/03/2025

  
  Complaint: 22974908
  
  I am rejecting this response because:

  
  As of march 3, 2025, this company had started charging my account. The first amount was $132.32 and the second charge of $39.98. In the contract it states there are no charges for this service. I have contested with my bank. As for the closure agreement you sent me you stated there is a $350 fee to close the account. I do not agree to these terms as you broke the contract and the services that you stated I was getting. Please waive the $350.00 fee and I will sign the closure form. 
  
  Regards,
  
  W****** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 03/07/2025

  Although all fees charged on your merchant service account are valid as a courtesy, we will waive the early termination fee in the amount of $350.00. 

  Thank you

  Customer Answer

  Date: 03/07/2025

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22974908, and find that this resolution is satisfactory to me.
  The only thing I ask is for a new docusign be sent and in large/bold lettering I want it stating that the $350 is waived. 
  Regards,
  
  W****** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:02/04/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Since I began using Leaders Merchant Services in March 2022, I’ve been charged over $2,000 in unexpected fees that weren’t part of the agreement I initially signed. On 2/4/25, I noticed these charges and called for an explanation, only to find out that I’ve been billed for fees I never agreed to. When I asked for a refund, my request was denied. I truly believe this company intentionally hides large fees and deducts amounts with the hope that customers, like myself, won’t notice until much later. I take full responsibility for not being more diligent with my accounting, and I understand I may have been naive in trusting everything would be transparent. However, I can’t shake the feeling that I’ve been completely scammed. I’m beyond frustrated, and I’m filing this formal complaint to make sure others don’t fall victim to the same unfair practices.

  

  Business Response

  Date: 02/10/2025

  We appreciate you bringing your concerns to our attention. As outlined in our
  terms and conditions, merchants acknowledge that fees, rates, and charges
  may change. Merchants are informed of these changes through statement
  notifications or letters and have a designated period to dispute them.
  While the fees associated with your merchant account were valid, we will issue
  a refund of $359.70 as a courtesy, upon your acceptance of this response.
  
  Thank you.
  

  Customer Answer

  Date: 02/10/2025

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22898410, and find that this resolution is satisfactory to me.
  
  Regards,
  
  K***** **********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:01/07/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/10/24 I was approved to open a merchant account with Leaders, this is where I would use their card terminal to facilitate transactions selling my shoes at pop up events. Prior to signing the contract the sales agent assured me that my transactions were not a risk to the company and he even waived some fees to earn my business. I signed and was sent a terminal with a 3 yr contract to start business. I ran my first and only customer transaction on I 6/2/24 for $110 and the next day my account was locked. I was notified this was due to my account type and I was now considered a risk, they then closed the account and advised me my funds would be on hold for 6 months. I then notified the sales agent and was upset that this occurred as I was advised my normal transactions would prompt no interruption of business like this. My sales rep sent an email on 6/5 acknowledging his error in selling me this service that resulted in said closure, he also requested the ETF closure fee of $350 to be waived since I did nothing wrong. I sent over all docs to leaders to try and unlock my account to show I wasn’t a risk, the proceeded to say nothing was enough and kept the account closed. They forced me to close a bank account as they tried taking this fee from an account with insufficient balance. Fast forward 6 months and instead of releasing my funds back to me, the told me I owe them $245 for them closing the account. It was originally $350 but they applied my funds on hold to the ETF fee balance. They owe me $105 for the money on hold passing their 6 month process. As of 8/27/24 they are threatening to put me in collections for the $245, have no plans in paying me the $105 and have denied my waiver request even with a paper trail email from their employees saying I never should have been charged the fee to begin with, nor should the account have been closed since I wasn’t a risk. Below is my case info Ref number for resolution 03***900 Call ###-###-#### leaders Case 04****26

  

  Business Response

  Date: 01/13/2025

  Thank you for your submission. In review of your account, it's a higher risk account due the product type and not supported at this time by Paysafe as a home-based business. At closure if funds cannot be verified through traditional means funds are held for the dispute period allowed by the issuer of the credit card. We have submitted a request to waive the outstanding balance on file. Also, your refund request is being reviewed.  

  Customer Answer

  Date: 01/13/2025

  
  
  Complaint: 22776793
  
  I am rejecting this response because: all you guys do is say “ I have submitted the request”. I personally did this same waiver request multiple times and all you ever do is escalate the same request and deny it no matter how much proof has been thrown in your face, just because YOU put in the request it doesn’t mean anything until actions have been taken. That is the reason BBB is involved, you guys are bullies who don’t keep your word, and have a very unethical risk evaluation practice that results in unnecessary garnishments and a misrepresentation of services. Before this is resolved, your company will need to provide IN WRITING

  A. a letter or email relaying that I have no balance and it has been waived/resolved to a 0.00 balance and fully closed status.

  B. A paper check mailed to my address on file for the funds that were never released even after 6 month risk hold was completed. I will not accept digital payment as the last time you guys were given my digital account info, multiple unauthorized attempts to overdraw my account were made in order to collect the ETF fee. Nothing to stop yall from trying that again.

  C. A separate check for all maintenance and account fees I was charged as this account never should have been sold to me if I was such a “higher risk”. Your sales rep was fully aware of my account type and mislead/misrepresented services in order to complete a sale. This instead resulted in me financially and emotionally suffering for over 6 months. I really hope someone sues you guys for this. Straight bullies and liars over $110 is crazy. 

  Regards,
  
  E**** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 02/01/2025

  
  
  Complaint: 22776793
  
  I am rejecting this response because: sounds good, send the check first before this request is closed. You guys are hard to just trust. I will call Monday to verify my balance waiver. Once the check is received we will close this case.
  
  Regards,
  
  E**** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 02/07/2025

  Thank you for your response.  The waiver has been completed as previously mentioned.  Please feel free to contact customer service to verify.  The refund check request has been submitted.  Please allow up to 30 business days for processing to delivery.

   

  Customer Answer

  Date: 02/16/2025

  
  
  Complaint: 22776793
  
  I am rejecting this response because: why is it that when I call customer service they say I still have a balance. Only collections can confirm the balance waived. Can this be reflected with customer service as well? And what department is handling this BBB complaint?
  
  Regards,
  
  E**** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 03/02/2025

  I received the check for 99.45, but I need a check that includes my name “E**** *****” not just the business name. Please reissue to the same address but with my name like how you did it on the 1099-K

• Initial Complaint

  Date:01/06/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attempted to cancel my account on 10/13/24 and was told the account was closed. I have been being charged almost 500 dollars a month still and found out my account was never closed. I received a message via email than now they have sent me to collections with no warning letters or any type of contact to resolve this matter. This is bad business. Clover, leaders and paysafe should really be looked into. I believe there's some type of scandalous actions being performed here. I ONLY signed up with clover yet here I am having to deal with 2 other companies that I had no clue ever existed. This entire process has been a nightmare.

  

  Business Response

  Date: 01/17/2025

  Thank you for reaching out with your concerns. We were unable to locate a record of closure in accordance with the agreement
  on the date specified in your complaint. However, we can confirm that a closure form was received on January 9, 2025, and the
  account was subsequently closed on January 12, 2025. While the fees associated with the merchant account were valid, we have
  decided to waive the outstanding balance as a gesture of goodwill.
  
  Thank you. 

  Customer Answer

  Date: 01/21/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22773725, and find that this resolution is satisfactory to me.
  
  Regards,
  
  J*** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:12/18/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Someone called me in 2019 on the phone regarding credit card processing services. I told them we did not use them that much, that our square swiper worked just fine. He said their rate was cheaper than square and could he send me information, he asked me information about the company and information about myself, and he sent me their pricing schedule via email, to which I never replied. He then called me and asked if I had received it and I said I was not interested as we were thinking of closing the company. That was the end of it. No further emails nor any postal mailing about this. We closed the company and moved in 11/20/20. I closed all open accounts. My husband keeps a banking register and does not look at bank statements unless there is a problem. He went to use his card in November and was not able to, so he checked his statement and sees a charge from these people and they have been charging it since mid 2019. from $134.09 a month to $209.09 a month, randomly charging $338.09 one month, $263.09 another. Every month charging $15 for equipment (I never had any equipment). I call them they say I have an open account. I ask for a copy of a contract. They send me one signed electronically (I do not do this and anyone can create an electronic signature under any name). And it was signed under my maiden name which I gave him at the time of the call but changed by the date they have on contract due to getting married as well as the address. They have charged us well over 14k and we have never had a single transaction with them. I never signed this contract. Their response was for me to prove I didn't sign it. How do you prove you DIDN'T do something? I am asking for the last 12 months back ($2,962.07 monthly charges + $15 a month they also charged me in a separate transaction for "equipment") which still leaves them well over $11,000 they've charged me fraudulently and for nothing.

  

  Business Response

  Date: 12/20/2024

  Thank you for giving us the chance to address your concerns. Please note, according to
  the terms and conditions of our commercial agreement, a written and signed request from the
  authorized account holder is required to process a closure.
  
  All fees remain valid as we have no record of a request to stop processing with the company or
  close the merchants’ processing account prior to December 2024. Our installation notes indicate
  that we communicated with someone at your business who installed the card reader.
  
  As a gesture of goodwill, the company will issue a refund of $1,264.45 and waive $209.09 of the
  outstanding balance. Upon your acceptance of this response, the refund check will be mailed.
  Please provide your mailing address and allow up to 30 days for processing and delivery.
  
  Thank you.
  

  Customer Answer

  Date: 12/23/2024

  
  Complaint: 22705230
  
  I am rejecting this response because I clearly explained above that I signed no such contract.  You have been doing this to me for 4 1/2 years without my knowing and I am asking for 12 months charges and "equipment" fees for equipment we have never had.  This amount is $2,962.07 monthly charges (November 2023 - November 2024).  You have a contract signed by SOMEONE electronically but it is not me.  If it had been me they would have used my legal last name.  Your sales tactics are evident on every complaint on every website, and you have NO positive reviews on BBB at all.  I want the amount I asked for, and am foregoing the other $11,000+ you owe me.  You have given FULL refunds to people who admit to having signed contracts but not understood them but you will not give one when I never even signed one?  You can mail $2,962.07 to Lake Frances Drive West Columbia, SC 29170 and do the right thing

  Regards,
  A**** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 01/03/2025

  In review of your account as mentioned in our original response we do not show record of receipt of a written closure request for your account prior to December 2024.  However we received your signed closure request form dated December 4, 2024, your account was closed December 9,2024, and the closure confirmation was emailed to you. 
  
  Regarding your refund request our decision remains the same all fees charged are valid. Our courtesy offer is still available to you. We will issue a refund of $1,264.45 and waive $209.09 of the outstanding balance. Upon your acceptance of this response, the refund check will be mailed. Please provide your mailing address and allow up to 30 days for processing and delivery.
  
  Thank you.

  Customer Answer

  Date: 01/06/2025

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22705230, and find that this resolution is THE ONLY ONE they are making me so I have no choice but to accept it.  Please beware this company.  My mailing address is 279 Lake Frances Drive West Columbia, SC 29170
  
  Regards,
  
  A**** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:12/11/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I requested the services of Merchant Services at the end of October 2023. Just after receiving the card reader, I’ve cancelled my account by phone. I’ve got the return label to return the card reader by mail, immediately. A year later to my surprise, we were able to identify multiple charges throughout the year, totaling $1,130.10. I called customer service and was informed that my account remained open because they had not received the "closure form." I explained that I followed the instructions provided by the representative over the phone and that we NEVER received such a form. The representative reviewed the records and confirmed that the company never sent the form. She also said that it was entirely their fault (which I recorded) and that I should close the account and request a refund, which I did. However, the refund was denied. When I called again to find out why my refund was denied, they informed me that my account was only closed on December 5th, 2024, and for the refund to happen, I would have had to send the closure form last year. How can a form be required if it was never sent? How can I be charged for a service I am not using? How can I be charged for a service when I no longer even have the card reader, as it was returned last year? This is a clear example of total disregard for the customer. The company simply wants to profit without providing the service, creates rules to make cancellation difficult so they can continue charging for a service that is not being rendered, or even worse, they never sent a form on a purpose, so they have the right to charge. Your failure to provide essential documents and instructions, coupled with the continued billing for an inactive account, suggests either negligence or intentional practices that make account cancellations unnecessarily difficult.

  

  Business Response

  Date: 12/19/2024

  Thank you for bringing your concerns to our attention. We apologize for the miscommunication regarding the merchant account closure. Upon acceptance of this response, we will issue a refund of $1,139.80 to the bank account on record.
  
  Thank you.  

  Customer Answer

  Date: 12/20/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22670495, and find that this resolution is satisfactory to me.
  
  Regards,
  
  F******* ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:12/09/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In November of 2021, I reached out to Leaders Merchant Services to look into a potential POS system to use for an event that I was putting on. I thought that I wanted to pursue the POS route, but decided later on that it was too much at the time. I had spoken with a sales rep and started the process by submitting an application on 11/17/21, saw that the application was approved, and on 11/19/21 I told the sales rep that I had decided against moving forward with the POS at that time.. I was never sent any hardware and believed that to be the end of it. Four months later, in April of 2022, I received an email stating that I had an overdue balance for an invoice from Leaders Merchant Services, so I called in and notified them that I never purchased a POS system and they assured me that I would not be prompted to pay any more money. Flash forward to a few weeks ago: I audited my bank account and noticed that I’ve been paying $189 a month for the last three years to an unknown recipient, so I called my bank to put a stop on the charge. I just now found out that I have been paying this company for a service that I was not aware of and that I did not agree to. I have called in to LMS(paysafe now?) twice this last week, and was told by customer service that I would not be issued a refund, and I believe that I am owed this $3500 that I have been unknowingly paying over the last three years for equipment that I never received, after making it clear that I was no longer interested in the POS system. LMS sent me the application that I submitted in November 2021 last week, which I have attached here. I also have my email to the sales rep on 11/19/21 stating that I would not like to move forward with any POS purchase.

  

  Business Response

  Date: 12/13/2024

  Thank you for the opportunity to address your concerns. Please note that a request for closure must be submitted in writing and signed by the authorized
  account holder, in accordance with the terms and conditions of the commercial agreement between the parties. As a courtesy we waived the outstanding
  balance of $189.10 and will initiate a refund of $3,496.00. Upon acceptance of this response, the refund check will be mailed. Kindly provide your mailing
  address, and please allow up to 30 days for processing and delivery. 
  
  Thank you.  

  Customer Answer

  Date: 12/13/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22660688, and find that this resolution is satisfactory to me. I wish to provide my mailing address to Leaders so that the refund check can be routed to my address: **** ** ***** St, Portland, Oregon 97206
  
  Regards,
  
  E*** **********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:11/21/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  From September 1 to September 30, 2024, Leaders Merchant Services charged my company, Black Enigma, $121.95, which included $99 for Additional Fees, $15 for a Minimum Discount Fee, and $4.95 for a Customer Service Fee. I initially assumed this was due to a non-compliance fee. On November 19, I received an email from [email protected] regarding a failed attempt to debit my account for $121.95 for October 2024. After updating my bank details, I realized the September fees were unrelated to compliance and requested clarification. The collections team directed me to email [email protected]. I learned the $99 fee was labeled an "inactivity fee" due to three months without sales. Upon reviewing my Merchant Payment Card Application and Terms & Conditions, I found no mention of an inactivity fee. Repeated requests for documentation confirming its disclosure went unanswered. Instead, I was referred to general terms about "Additional Services" fees, which do not specifically define the inactivity fee. Customer support confirmed no refunds would be issued but could not clarify the fee structure or provide a list of undisclosed charges.

  

  Business Response

  Date: 11/25/2024

  We appreciate the opportunity to address your concerns. Our records indicate that a price update letter, which included
  the inactivity fee, was mailed around May 30, 2024. Consequently, fees associated with your merchant account were applied.
  As a gesture of goodwill, we have waived the outstanding balance of $121.95, which includes the October month-end and
  inactivity fees. We hope this response, along with the outstanding balance waiver offered herein, helps bring a satisfactory
  resolution to this matter.
  
  Thank you.
  
  

• Initial Complaint

  Date:11/19/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In November 2023 contacted by Madison from Leaders/Paysafe on new rate and told my equipment was obsolete Got new equipment and was told if they wanted the old machine I would receive an email where to send it. End of August 2024 699.00 was taken from checking account. Initially was told it was not Leaders that took it but my bank verified it was leaders. I was told then if I sent equipment back I would be refunded. Richard provided return address. I sent it back them receiving on September 9 2024. Now after numerous emails and calls am being told refund denied. The worst thing is this equipment was supposed to be free when I signed up with them in 2021. My case number is 03****83

  

  Business Response

  Date: 11/19/2024

  Thank you for the opportunity to address your concerns.  Our records indicate your refund request for return of equipment in the amount of $699.00 was approve today November 19,2024.  Please allow 3 to 5 business days for processing to delivery to your bank account on file via electronic deposit. We hope this bring satisfactory to this matter.
  
  Thank you

  Customer Answer

  Date: 11/20/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22575528, and find that this resolution is satisfactory to me. This is only if the amount does in fact get refunded. 
  
  Regards, Kelley 
  
  K***** ******