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:09/02/2026

  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.

  I am filing this complaint regarding fees LEADERS Merchant Services continued charging my business for several years after I stopped using the account for payment processing.
  
  In early 2022, I stopped processing transactions through LEADERS and transitioned to another processor. I did not realize my LEADERS account remained formally open. I acknowledge that I should have identified the recurring withdrawals sooner and confirmed the account was closed.
  
  However, LEADERS had complete visibility into the account. Their own records show that processing stopped, yet they continued assessing and withdrawing substantial recurring fees for years from an account processing $0 in sales.
  
  The charges eventually exceeded $200 per month, with additional periodic charges making some months substantially higher. A large portion was listed only as “Additional Fees,” without itemization on the statements.
  
  When I discovered the account was still active, I immediately contacted LEADERS and completed their cancellation process on September 2, 2026. I also requested an itemized history of the Additional Fees and reimbursement of the charges collected during the years the account was dormant.
  
  I understand LEADERS may contend that its contract allowed billing until formal cancellation. I am not claiming I submitted a cancellation in 2022 that I cannot document. My complaint is that LEADERS continued collecting substantial fees for years from an account its own records showed was no longer being used.
  
  LEADERS possesses the complete processing and billing history needed to verify when processing stopped and exactly how much it subsequently collected.
  
  I have attempted to resolve this directly with LEADERS under Case #06450219.
  
  I am requesting reimbursement of 100% of all fees assessed and collected after my business ceased using LEADERS for payment processing

  

  Business Response

  Date: 09/09/2026

  We
  appreciate the opportunity to address the merchant's concerns. Our review found
  that the fees assessed to the account were
  consistent
  with the terms of the Merchant Processing Agreement. While processing activity
  had ceased, the account remained open
  until
  a valid closure request was received on September 2, 2026.
  
  As
  outlined in the Merchant Processing Agreement, applicable account fees remain
  in effect until an account is formally closed, regardless
  of
  processing activity. As a result, the fees assessed during this period were
  valid and properly applied.
  
  Based
  on our review, the fees charged to the account were valid. Therefore, a refund
  is not warranted.
  

  Customer Answer

  Date: 09/09/2026

  
  
  
  I do not accept LEADERS’ response as a resolution of my complaint.
  LEADERS has now acknowledged in writing that processing activity on this account had ceased. Their response, however, does not identify when processing ceased, does not address the years of charges imposed while no processing services were being used, and does not provide a breakdown or contractual basis for the substantial increases in fees assessed to this dormant account.
  My records show that the account ultimately generated years of monthly charges despite no ongoing card-processing activity. Those charges also increased substantially over time. LEADERS’ statements contain an “Additional Fees” category that increased significantly, yet the statements themselves do not explain what those charges were for and instead direct the merchant to contact Merchant Services for additional information.
  Simply stating that all fees were “consistent with the Merchant Processing Agreement” does not answer my complaint. I am requesting that LEADERS identify the specific provisions of the agreement and any subsequent amendments that authorized each recurring fee and fee increase assessed after processing ceased, along with the dates and method by which those changes were communicated and accepted.
  LEADERS also states that applicable fees remain in effect until an account is formally closed. If LEADERS relies upon subsequent notices or amendments as authorization for increased fees, I request that it identify those notices and explain the basis on which it considers those amended terms accepted on an account that LEADERS itself acknowledges had ceased processing.
  I continue to request a refund of the fees charged during the period in which this account was dormant. LEADERS’ response confirms the account was not processing transactions but does not substantively address the disputed fees or provide the requested accounting and contractual justification for them.
  
  
  Regards,
  
  
  
  Explosive Kustomz
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 09/15/2026

  We
  appreciate the merchant's additional feedback and have reviewed the concerns
  raised regarding recurring fees and Additional Fees.
  
  As acknowledged in the original complaint, the merchant transitioned to another
  processor and did not complete the account closure process until September 2,
  2026.
  The
  merchant also acknowledged that no prior closure request was submitted. Under
  the Merchant Processing Agreement, applicable account obligations and fees
  remain
  in
  effect until an account is formally closed.
  
  Monthly statement-ready notifications were sent via email. Account statements
  were available through the online merchant portal, where statement details,
  including a
  breakdown
  of Additional Fees, could be reviewed. The statements also provided contact
  information for Merchant Services should further clarification regarding those
  fees
  be required.
  
  Based on our review of the account status, applicable charges, and governing
  agreement terms, the fees assessed prior to account closure were valid and
  properly applied.
  
  Therefore, a refund is not warranted, and our determination remains unchanged.

• Initial Complaint

  Date:04/30/2026

  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.

  I am filing a complaint against Leaders Merchant Services regarding funds that have been withheld from my account for over a year after the account was closed.
  
  I was informed by their representatives that my funds were allegedly turned over to the State of Florida as unclaimed property. However, I have conducted a thorough search through the official database of the Florida Department of Financial Services Division of Unclaimed Property, and there is no record of any funds under my name or my business name.
  
  Additionally, I have taken the extra step of contacting the state directly to verify whether any funds are pending, recently reported, or held under any variation of my name or business. At this time, there is no confirmation that any funds have been received by the state on my behalf.
  
  Despite multiple attempts to resolve this matter, Leaders Merchant Services has failed to provide critical details that would verify their claim, including:
  - The exact date the funds were allegedly transferred
  - The total amount sent
  - The state to which the funds were sent (if different)
  - Any property ID or reference number associated with the transfer
  
  Without this information, their claim that the funds are no longer in their possession cannot be verified.
  
  At this point, it appears that either:
  1. The funds have not actually been turned over to the state and are still being held, or
  2. There has been a failure to properly report or document the transfer of funds
  
  I am requesting that Leaders Merchant Services provide immediate written proof of the alleged escheatment, including all relevant documentation. If they are unable to do so, I am requesting the immediate release of my funds.
  
  This matter has been ongoing for over a year, and I expect a prompt and transparent resolution.

  

  Business Response

  Date: 05/07/2026

  Requesting an extension for BBB Complaint ID #24804569 due to the need for additional time to complete our review and response.

  

  Business Response

  Date: 05/15/2026

  Thank
  you for bringing this matter to our attention. Upon review, merchant account
  was flagged for processing activity outside the approved
  parameters
  outlined in the contract, and the relationship was terminated due to this
  activity. Several attempts to confirm account ownership
  were
  unsuccessful, and the identity of the account holder remains unverified.
  
  Company
  is prepared to release the funds; however, a prior attempt in December was
  unsuccessful due to an invalid notarized authorization letter.
  
  At
  present, the account holder’s proof of identity has been unsuccessful for fund
  disbursement. Please provide a valid notarized authorization letter
  and
  supporting documentation, in accordance with company policy, to complete
  verification. If identification cannot be verified, the next step may be
  escheatment
  in accordance with applicable state requirements.
  

  Customer Answer

  Date: 05/18/2026

  
  
  
  
  Complaint: 24804569
  
  
  
  I am rejecting this response because:

  This is the first time the company has clearly stated that the funds have not yet been escheated and that the issue is related to identity verification and documentation. During multiple prior phone calls for months, I was repeatedly told only that the funds were “with the state,” without any explanation that verification was still pending or that release was still possible.
  
  I am willing to cooperate and provide any reasonable documentation necessary to complete verification and obtain release of the funds. However, I request that the company clearly specify:
  - The exact documents required  
  - Why the prior notarized authorization was considered invalid  
  - The specific steps required for approval and release of the funds  
  - An estimated timeframe for disbursement once documents are submitted
  
  At this time, I am keeping the complaint open until the funds are successfully released.

  
  
  Regards,
  
  
  
  PREMOVED
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 06/01/2026

  We
  acknowledge the merchant’s rejection of our prior response. At no time during
  our communications with
  the
  consumer was it represented that the funds were already with the state.
  Instead, the consumer was
  consistently advised that, due to our
  inability to validate their identity, the account funds would be subject to
  escheatment
  to the state in accordance with applicable regulations.
  
  The consumer was informed that this process is not immediate and may take an
  extended period of
   time, potentially several years, depending on
  the state’s timelines and processes.
  
  To prevent escheatment, the consumer was provided multiple opportunities to
  submit the required
  documentation
  to verify their identity. However, the documentation received was invalid, as
  it included an
  expired
  identification. Despite being given sufficient time to provide acceptable
  documentation, the consumer
  did
  not complete the verification process successfully.
  
  At this time, no additional documentation is being requested, as ample time and
  opportunity were already
  provided
  to resolve the matter.
  
  We remain in compliance with all applicable policies and procedures regarding
  identity verification and
  unclaimed
  property handling.

   

  
  

  Customer Answer

  Date: 06/01/2026

  
  
  
  
  Complaint: 24804569
  
  
  
  I am rejecting this response because:

  I disagree with the company’s characterization of events.
  
  The written instructions provided to me stated that a notarized letter confirming ownership of the business and requesting release of the funds was required. The communication I received did not specify that a current government-issued identification document was required, nor did it state that the request would be denied if an identification document was expired.
  
  
  In response to the company’s request, I submitted the notarized ownership letter as instructed. The company did not clearly communicate that additional documentation was required or provide me with a specific deficiency notice explaining that the request could not be processed due to an expired identification document.
  
  
  The company’s recent response appears inconsistent with the written instructions that were provided to me. If identity verification remains the issue, I request that the company identify the exact documentation required and provide a reasonable opportunity to submit it so the funds may be released.
  
  
  My objective remains the same: verification of ownership and release of the funds being held.
  
  I have attached below screenshots of the emails that were exchanged in the period the communication took place between myself and the company. 

  
  
  
  Regards,
  
  
  
  PREMOVED
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:01/20/2026

  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 am a physician that had used Leaders Merchant Services (866-607-3610) for my credit card processing. Our small group of physicians had switched to a different credit card processing company, Merchant One, as of 9/1/25. Leaders Merchant Services was notified of this change, and we began working with Merchant One on 9/1/25. We all had a bank auto deduction set up with Leaders Merchant Services, and they were told by our staff to terminate the auto deductions as of 8/31/25. However, this did not take place. Merchant One deducted the fees as they were supposed to as of 9/1/25 but Leaders Merchant Services continued to deduct amounts as well. This was done without authorization as our business relationship with Leaders Merchant Services were to have been terminated. I even called the above number and spoke with a representative sometime in mid-December 2025. She assured me that the deductions would stop and that she may be able to find a way to try and get back some of the monies that were wrongfully deducted from my bank account. Well, that wasn't the case as Leaders Merchant Services deducted another amount from my bank account on 1/2/26. There have been four unauthorized auto deductions taken by Leaders Merchant Services from my bank account as follows: 10/1/25-$111.23, 11/3/25-$111.60, 12/2/25-$211.10, and 1/2/26-$210.15. I am requesting that Leaders Merchant Services refund me the total of these amounts which adds up to $644.08. Thank you!

  

  Business Response

  Date: 01/26/2026

  Thank you for your submission.  Please note that requests for closure must be
  submitted in writing and signed by the authorized person on the account, in
  accordance with the terms and conditions of the commercial agreement between
  the parties.  Although we have not
  received a written request for closure, we will accept this complaint as a
  formal request for closure. Please be advised your merchant service account was
  closed today 1/26/2026. 
  All fees charged are valid due to there’s no record of receipt
  of a written closure request during the time mentioned in your complaint. 
  
  

  Customer Answer

  Date: 01/26/2026

  
  
  
  
  I am rejecting this response because: although they are stating it was never terminated as to the procedure you requested it to be done doesn't give them the authority to take money out of my account as our relationship with them was terminated by different means. Various attempts had been done to terminate this account by our office to no avail. Not only have you stolen from me, but you stole money from several colleagues of mine as well. Stealing is stealing, no matter how you look at it and how much you rationalize the actions you do. I hope karma gets back at you 1,000,000-fold the amount that you stole from us! 

  AREMOVED
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 01/30/2026

  Thank you for your submission. Regarding this matter our
  decision remains the same. Due to there’s no record of receipt of a written
  closure request during the time mentioned in your complaint.  However, if
  you can provide written documentation of request for closure that's time
  stamped prior to December 2025, we can further review this matter.
  

  Customer Answer

  Date: 02/09/2026

  
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 24409582, and find that this resolution is satisfactory to me.

  I thank you for finally closing my account with Leaders Merchant Services, but I am so disappointed with your company in that it took a complaint with the BBB to get this done. Now you won't reimburse me the amount of money you knowingly withdrew from my account without my permission. This has happened to several colleagues in my office as well, and I am sure to many more out there. I don't see you ever returning this amount and so lesson learned but I will be definitely posting my experience with your company to social media for others to beware of your business practices. If I can stop even one client from using your business, it will all be worth it!
  
  
  
  Regards,
  
  
  
  AREMOVED
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:12/29/2025

  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.

  On February 17, 2025 I signed a contact with Merchant Leaders to use their card reader services. On February 19, 2025 I sent the DREMOVEDthe payment specialist, direct sales a cancellation email. Merchant Leaders never cancelled my contract, so from February 2025 through August 2025, they withdrew a total of $461.07 out of my bank account. After I noticed what they were doing, I put a stop payment that cost me $20.00. I have tried to contact Merchant Leaders numerous times, but I haven gotten anywhere with them. I am just asking for the money they charged me for a service I never used.

  

  Business Response

  Date: 01/05/2026

  Sorry, you have the wrong company!

  We are Worldwide Merchant Services, Inc. and we have nothing to do with "Leaders" merchant services and have never processed for your company.

  Regards,

  BREMOVED

   

   

  Customer Answer

  Date: 01/12/2026

  
  
  
  
  I am rejecting this response because:

  Merchants said they issued me a refund of $436.38. They maybe issued me a refund, but where did the issue it to. I have NO credit deposits for that dollar amount on or around November 26, 2025, nor did I receive a check from Merchants. I would like to see proof of a refund, and where the refund went. Thanks, and appreciate your help.
  
  
  Sincerely,
  DREMOVED
  
  
  
  
  Regards,
  
  
  
  DREMOVED
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 01/13/2026

  Thank
  you for the opportunity to respond. Our records confirm that a refund was
  initiated; however, it was rejected due to a stop payment placed on your bank
  account.
  Upon
  acceptance, the refund in the amount of $436.38, will be reissued via check
  payable to the business name on file. Please confirm the correct mailing
  address.
  Processing
  may take up to thirty (30) business days.
  
  Thank
  you.
  

  Customer Answer

  Date: 01/13/2026

  
  
  
  
  I confirm that this is my correct address:

  REMOVED
  REMOVED REMOVED 46816
  
  
  
  Regards,
  
  
  
  DREMOVED
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:09/23/2025

  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.

  My company name is NREMOVEDand I am starting a mental health clinic, after talking with a rep from Leaders merchant services, I got the impression that this is a good credit card processing company and the service is easy to be cancelled within 30 days. In their contract, I also notice the sentence that I can get refund with 30 days.
  
  On 9/16/2025 evening, I signed a contract online. Next morning (9/17th), I got news that my clinic can not work till next year, I decide to cancel the contract. I immediately emailed the rep. requesting cancelation, I also called the company's custom services requesting cancellation. They are customer services clerk told me, I can cancel the account online,. I tried, but it did not work. They said sb. from their company will call me back soon, I waited for 2 days, no one called back.
  
  Today, I called their company multiple times, after long time waiting and being transferred from a department to another, they finally emailed me a closure agreement to sign, in which, I will be charged for 350 dollars of early termination fee.
  
  I called them again, after an hour long waiting, I was told that the rep who signed contract with me should write a letter to them to "waiver" my early termination fee. Otherwise, I may be charged for more fees. I called their company again end emailed a letter to the rep for help.
  
  So far, I found it is so hard and is very time consuming to close an account which I never used with this company, here, I sincerely ask for BBB''s help to close my account.
  
  Sincerely,
  
  REMOVEDL

  

  Business Response

  Date: 09/26/2025

  Thank you for the opportunity to address your concerns. In
  accordance with your signed merchant processing agreement, terms, and
  conditions the early termination fee is valid. 
  Although the fee is valid a courtesy approval has been granted to waive
  the early termination fee for your closure request.  Upon completion you will receive a
  confirmation email. We hope this bring satisfaction to this matter.
  

• Initial Complaint

  Date:09/09/2025

  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.

  I am filing a formal complaint against Leaders Merchant Services (Paysafe) regarding their point-of-sale device, customer service, and billing practices. My experience has been extremely disappointing and has caused direct financial loss to my small business.
  Chronology of Events:
  January 8, 2025 – Terminal device received.
  
  
  January 22–25, 2025 – Device failed to process transactions properly. Several payments initially approved later did not go through. Two remain unrecovered: $1,442 (Jan 24) and $275 (Jan 25), totaling $1,717.
  
  
  February 10, 2025 – Services canceled due to repeated failures. All devices returned (tracking numbers 79REMOVED3 and 79REMOVED2).
  
  
  After Cancellation – I received threatening communications about credit bureau reporting and attorney involvement. I was also billed $939.26 and $399.00 without explanation.
  
  
  Problems Experienced:
  Setup was lengthy; device displayed debit card errors. A replacement was promised but issues continued.
  
  
  Transactions from Jan 22–25 failed to deposit, requiring me to contact clients directly. Loss of $1,717 remains.
  
  
  Customer service was unhelpful. I called weekly, issues were “escalated,” but no follow-up occurred. Supervisor involvement did not resolve matters.
  
  
  Despite cancellation, I was billed unjustified fees and threatened with legal action.
  
  
  Financial & Business Impact:
  Direct loss: $1,717 unrecovered transactions.
  
  
  Unexplained fees: $939.26 and $399.00.
  
  
  Operational disruption and reputational harm from failed payments.
  
  
  Resolution Requested:
  Provide a clear, itemized explanation of the charges.
  
  
  Waive all outstanding fees.
  
  
  Consider compensation for the $1,717 loss.
  
  
  Assure no credit reporting or legal action will be pursued.
  
  
  I have made numerous attempts to resolve this directly, but without results. This has been my worst POS system experience, and I respectfully request BBB’s assistance for a fair resolution.

  

  Business Response

  Date: 09/19/2025

  Thank you for the opportunity to respond to your inquiry. Our records show that a call was
  received on January 21st regarding technical issues. Tech support assisted the merchant and 
  confirmed the equipment was functioning properly through successful test transactions.
  
  Compensation will not be provided, as merchants are responsible for settling batches and
  ensuring deposits are funded. Per the terms and conditions, disputes must be submitted within 
  90 days.
  
  On August 15, 2025, an email was sent to the address on file detailing the outstanding balance. 
  The company has waived the $399.00 balance for the returned equipment and the $35.00 rejection
  fee, and both have been removed from collections. As a courtesy, the following valid fees have also
  been waived: the early termination fee of $350.00, February month-end fees of $113.26, and the
  second rejection fee of $35.00.
  
  Thank you.    

• Initial Complaint

  Date:08/28/2025

  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.

  I went with Leaders for a CC reader and was told that my cc limit per charge per card was 7K. On 8/11/25 I ran 2 sales, one at 6900 the other at 1250, both under the 7K. I was told that the money would be in my account within 24-48 hours. On 8?18 I still had no money added to my account and began my marthon of calling customer service and filed a complain and received a case #. However I was never allowed to speak to anyone who had any authority to fix the issue. I now have 5 or 6 case #s and have asked for a phone conversation with the risk dept. and anilyst dept, but no conversation yet. They did try to call me but I was sadly on another call and did not recognize their phone # so I could not answer the call. After finishing my other call I immediatley called them back but to no avail as I was directed back to customer service again which is to no avial as they have on power to do anything but take the info. Both of my clients had the CC charge on their Visa cards the next day and have had no issues with Visa, both of my clients have their products in hand, one of the clients has already paid his CC and yet I have no money and it has now been 16 days, 390 hoursa later and nothing, no conversation with anyone who can release the funds. I have answered on the same day I received an email I had from them and attaching the information that I had available but could no give them one of the items they asked for so again on the email I requested a call. Nothing. I gave them my clients phone 3s so they could call them a verify the customer's satisfaction and their possesion of the goods. so nothing.
  They are a terrible company to work with. The attention I have received or I should say not received is abusive, and I have booked many hours on the phone either on hold or talking to folks who were powerless to help.. How BBB has them as a A+ rating is a mystery as all their reviews are one stare. Cant do worse than that.
  HELP!

  

  Business Response

  Date: 09/03/2025

  Thank
  you for the opportunity to respond. This account was approved on
  July 24, 2025, and began processing on August 13, 2025.
  The
  first batch was flagged due to excessive declines and 100% keyed transactions,
  exceeding the approved 30% threshold for a retail
  setting.
  
  During
  our risk review, documentation was requested to ensure compliance with
  regulatory standards. Despite multiple outreach
  attempts,
  we were unable to verify the legitimacy of the business or confirm that
  services were rendered. The account was approved for
  closure
  on August 26, 2025; however, it remains open pending the issuance of refunds.
  
  To
  avoid fund holds, the merchant was advised to process refunds to the original
  payment cards. As refunds have not yet been completed,
  the
  funds remain on hold. If refunds are not issued by September 5th, the account
  will be closed, and the option to refund will no longer be
  available.
  

  Thank you.  

  Customer Answer

  Date: 09/04/2025

  
  
  
  
  I am rejecting this response because: The response is not accurate. I responded to the original email asking them to call me and gave them my phone number so we could clear up the issue. I sent another email later with the invoices attached, then on 8/27 I responded to another of their requests for information and answered them very well. I also gave them phone numbers for the two clients whose pruchases were in question. both of these clients had already received their goods and were very satisfied with the items and service. The amounts charged them were within the parmeters I was given py Leaders/paysafe to operate. Again all Leaders had to do was call me, or better yet call the customers to verify they had their products and all was well. This would have takne them only moments but they did not do this. I have been on the phone for hours trying to get this resolved. I think I have contacted theiir customer service department 5 or 6 times, always being told they could not connect me to the risk department and would not give me a phone number to reach them to clear this up. I think I have 5 or 6 case numbers which are meaningless. All that needed to be done was to just CALL the customers. They are still holding my $8,150. They have not to this day talked to me or customers. I have contacted my attorney and also this morning I am contacting the MN. Dept. of Commerce per the advice of the attorney at Wagner, Falconer & Judd in MPLS. 

  This is so stupid as the customer has the products, I actually delivered them in person, my customers have been billed by Visa, so Visa has accepted the purchase, and one of them has already paid Visa for the transaction. Yet I do not have my money. $8,150

  I tried to upload my emails so you could see the answers and requests I have sent to them but is said the emails were too large???

  
  
  Regards,
  
  
  
  TREMOVED
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 09/09/2025

  We
  understand that you are not satisfied with our response dated September 3rd.  Please note this account was approved for
  face-to-face retail transactions, with only 30% allowed as manually keyed.
  However, all transactions
  were
  keyed (100%), violating the Merchant Agreement and resulting in closure. Additionally,
  89% of attempted transactions were declined, which is outside the expected
  scope. Although the option to process returns was offered
  at
  closure, none were completed within the allowed timeframe. Since keyed
  transactions carry dispute risk for up to 180 days and the business model does
  not align with the approved setup, the funds held will remain under review
  per
  the agreement.
  
  Thank you.

  Customer Answer

  Date: 09/10/2025

  
  
  
  
  I am rejecting this response because:
  
  When I was instructed as to how I could use your service, Juan, did not mention to me that I could only use the service for sales face to face. I explained to him how my sales worked during which time I told him some are face to face, for itstance if I am at a show, others are done over the phone which would not be face to face.  I also notice that no mention of this supposed issue was made by your company on your earlier reasons for not approving my account. So this is all of a sudden a new revelation.  Also one of my sales was face to face as I had the client in my home for the sale. Stating that 100% of my sales were remote, not face to face is incorrect and also misleading as there were only 2 sales. 89% is also misleading leading (only 2 sales) as I was unaware that my account was locked up so I ran several times over a couple of days the same card, probably a total of 6 or 8 times as I was informed to do. However on your part, it does not apprear that you have made any real attempt to clear this up and release my $8150. I have informed you that both clients had their products in hand, one had them the same day, the sale was made in my home, and he took the goods with him when he left. The other I deleved to them in person a couple of days later. You did not take the time or the effort to call either clients as I asked you to do, to veryify that they had the products, were satisfied with the products, which would have answered any questions you had about the charges being fraudulant. Just call them!!!, I asked you to do this more than once.... I gave you their phone numbers which were either on the invoices I forwarded to you via attachment, or in a email. To day you have not called either one, even though both of them have had their goods for almost a month now. And they are HAPPY with their goods and services. You have not reached me by phone either which I requested numerous times. It is obvious that you are trying to find excuses for hanging onto my money. Please release my funds as you were contracted to do as all the sales have been in the customers hands for several weeks, they have not nor will refute the charges as they are 100% pleased with them. The Visa bills on the larger sale ($6900.) has already been paid by my cousomer to Visa. Please honor your agreement and release my monies immediatley. 

  
  
  Regards,
  
  
  
  TREMOVED
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:06/11/2025

  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.

  I signed up for Leaders Merchant services on March 31, 2025. They sent a clover Flex as a processing device, when I had asked for a Clover Mini. They were quick to send a Clover Mini two days later. On April 14th, I contacted them by email to get a return address for the clover flex. I did not get a reply. A week later I called the support number and asked if I could get a return address, they had no record of the equipment. On May 16th, my bank account was charged $599 for the equipment. I called the support number on May 19th, to get a shipping label and fight the $599 charge, Case #04704598. It took 3 days and an email and phone call to get the shipping label on May 22nd. I mailed the equipment on May 23rd and got Fedex confirmation it was received on May 27th. I waited a week to contact Leaders about the refund. On May 30th I was charged a $50 fee for not using the equipment. On June 2nd I emailed the support to see the status of refund. On June 6th I called the support line again case #04758580, and was told it would be 48hr for them to check the equipment. On June 9th I called again. They said another 48 hours but the would increase the priority. On June 11th I called again after no update Case #0REMOVED82. Again they said 48 hours but said we just have to wait. I'm a small business and $649 is a lot of money to be missing for over a month.

  

  Business Response

  Date: 06/13/2025

  Thank you for your review. 
  Our deployment department confirmed receipt of your retuned equipment. A
  refund for return of equipment in the amount of $599.00 and loaner equipment
  fee in the amount of $50.00 (total $649.00) has been processed to be sent electronically
  to your bank account on file.  Please
  allow 3 to 7 business days.  We apologize
  for any inconvenience that may have been caused.

  Customer Answer

  Date: 06/16/2025

  
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23454462, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  RREMOVED
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• 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,
  
  
  
  LREMOVED
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• 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,
  
  
  
  WREMOVED
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  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,
  
  
  
  WREMOVED