ComplaintsforLeaders

• Initial Complaint

  06/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had an account with leaders for my small business and I just terminated my contract with them back in February of this year. when I cancelled my contract, I was told that I will have to return the credit card processor that was provided to me by the company but that they couldn't provide me with the mailing address over the phone that they will email me with in 24 hours with the address to return the equipment to which they never send me that email. after that I had to call 2 more times to finally get the address from them by then they had already charged me the $500 for the equipment that according to them I had fail to return on time even though that at that point they were beardly provided with the retuned address for the equipment, but the representative assured me that I will get a refund as soon as they received the equipment. So I send the equipment back but they said that they never received anything from me so I provided them with the tracking number which proved that they did receive the equipment to what then they said that they did receive the equipment after all but they associated the tracking number that I provided them with (which include my name as the person that send it) with another account. I keep contacting them to try to resolve this issue but according to all the representatives that I talked to there is no supervisor available to help me. and that all they can do is escalate the issue and wat for the response and they always assure me that they will call me back with in 24 hours which never happens. My account MID number is 4*********557809.

  

  Business response

  06/22/2023

  Greetings,
  
  Thank you for the opportunity to address your concerns. Our records indicate a member of
  our Customer Service Team contacted you directly and the issues described in your complaint
  have been resolved to your satisfaction. A refund in the amount of $499.00 has been submitted 
  and funded. 
  
  Thank you.  

  Customer response

  06/22/2023

  
  
  I have reviewed the response made by the business in reference to complaint ID 20197333, they have finally issued me the refund 2 days ago when they were contracted by you guys. Even if they finally gave me my money back I will like for my review to be posted so other people be aware of all they issues with this company. 
  
  Regards,
  
  M**** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  06/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This company Leaders Merchant services charge me $89.95 for a "non-compliance" fee that were never told about. No phone call, no email so I Called customer service to see what this pertained to and was informed that this was a fee from PCI Did the questionnaire and requested a refund. Nothing has happened. Called the sales rep who assured me that this would be taken care of.....and nothing. No phone call back, no email, nothing. So I Called back to close the account with them since May 3/2023 and they inform me that I will receive the refund with in 3-5 business days never happed I called again on May 12/2023 They said the same thing over and over till May 31/2023 when I called they said you should receive the money by 06/01/2023 in you bank then I received a email staying that wont be any refund because I closed the account and I have to ship the credit card terminal on my own cost if not they will keep charging my bank account.

  

  Business response

  06/07/2023

  M*** ******,
  
  Thank you for your review.  Your signed merchant processing agreement include the pci non-action fee. Although the fee is valid as a courtesy the pci non action fee refund request has been approved in the amount of $89.95.  Please allow 3 to 5 business days to receive the refund in the bank account on file.  We hope this bring satisfaction to this matter.
  
  Thank you,
  Paysafe

  Customer response

  06/13/2023

  
  
  I have reviewed the response made by the business in reference to complaint ID 20130535, and find that this resolution is satisfactory to me.  And also I just shipped the terminal with USPS Tuesday 6/13/2023 AT 10:19 AM Tracking # : 9534610542543164209089 You should received in 5 Bossiness days.
  
  Regards,
  
  M*** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  05/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We opened a merchant account with Leaders Merchant Service, also called by the name of PaySafe in April with the help of the sales rept., Mr. M***** *******.. My merchant ID is 4*********708444 under the name of Giovani International, Inc. One of my big concern was how fast they could transfer the money to my bank account. He advised me that the money would be transfered to our bank within 24 hours. We started using the service on May 1st. Then I was out of the country and I could not access to my bank account, which was locked. I beleived the system detected that the access was from overseas. Therefore, I checked my bank account as soon as i returned to Los Angeles. I just realized that no money was transfered to my bank account. it has been 3 weeks. I called the customer services on May 23rd and was told she needed additional help from other department. Because there was no reply on the 24th, I called again. I was told my account was held by their Risk Department. Another customer service, Stephanie, transfered me to the Risk Dept., however, no one answered. I do not see any reason to hold my account for any "risk" reason. I did not receive any message from them about it. I have been with Elevaon, another merchant service for 20 years as well as with the same bank for 20 years. I have had no any issue at all. This is very illegal to hold the clients' money with any reason that they set. I should have trusted the reviews written on the Google and the compaints that other business worte to you. I could not beleive how such business can still run their business and put the small business in risk to run the business with no cash flow. I do appreciate your time in reading this message. I hope other business can read this message as well before they decide to use the service of Leaders Mercahnt Service as well as PaySafe. 

  

  Business response

  05/26/2023

  Greetings,  
  
  During our review of the first batch of processing on May 3, 2023, we could not fully validate this business. 
  Giovani International shows different ownership and contact information than what was provided at application.
  The phone returns to a fashion wholesaler by a different address. There was duplicate card processing, and several
  declines noted with reason code of suspected fraud. Due to the number of red flags a review was initiated.
  
  We reached out on May 3 to email address on file, ********@pontiergroup.com. We reached out by phone and
  email on May 10 and again on May 16. A male answered on May 16 and stated the owner was out of town and 
  would return the following week. After receiving no further communication from the merchant, the merchant 
  was advised by email of pending termination, and to process refunds to avoid funds being held for 180 days as
  allowable by terms and conditions of the merchant processing agreement. No refunds have been completed to
  date. We interacted with the merchant on May 25, and reiterated instructions to respond to our inquiry for 
  consideration. Merchant stated that customer information is confidential and was reluctant to send; however, that
  is not an accurate statement as merchant is contractually required to provide documentation upon request as
  identified in section 8 of T&C. We received documentation that will be reviewed for reconsideration of the 
  decision, and merchant has been notified of expected completion of that review by Tuesday May 30 due to the 
  holiday weekend.
  
  Please note Leaders does not get next day funding for merchants at boarding.
  
  Thank you. 

  Customer response

  05/31/2023

  
  
  I am rejecting this response because:

  1) Our account was approved by their underwritting. If they would have questions on our elibibility, it would have been denied before being approved. They should not have waitied till having our money and hold the payments by making any excuses. 

  2) When I spoke to their sales person after our account was approved, Mr. M***** ********, I was told the fund would be transffered to our account within 24 hours. The cash flow is always a critical issue to a small business. But they just hold the money because of the transactions that were made on the same credit card. We cannot control how often the resellers will buy and what cards they will use. 

  3) If they said they found the quetions on our account on May 3rd, I did not receive any call from anyone from their office when I was stilll in town. I could not reach my emails till I return to town. If they would have called immediately, then the issue would have been sovled by my leaving. 
  

  4) After my return, I have emailed them few emails to follow up the status and CC the sales, M***** ********, no one yet replied.

  5) Today is the day of May 31. I have not seen the fund transferred to our bank yet. It has been more than 3 weeks. 

  6) We have been with Elavon, another merchant service, since 2004. I have never had any issue at all. If it was not because of the courtesy invitation of Mr. M***** ******* for better rates, I would not have made such decision to use Paysafe, also by the name of Learders Merchant service.  It was a really silly decision I have ever made. By the way, I have not received the money yet, I am not sure if the rates would be lower than they said. Till now, I am very doubtful about their business integrity. 

  
  Regards,
  
  ******** H****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business response

  06/01/2023

  Unfortunately, although the account was approved at Underwriting, we identified several discrepancies, as noted in our initial response, which required additional clarification. During these reviews, due to the elevated risk associated with potential business ID theft, declines, etc. we do hold funds as allowable in the terms and conditions of the merchant processing agreement. We made every attempt to notify as per our internal policy, both by email and phone without success for nearly two weeks before moving to close.
  
  As discussed on our call yesterday afternoon, we have verified the activity to our satisfaction with the documentation provided and will be submitting a release of $2,346.46 which should be delivered within 1-2 business days.
  
  I will relay concerns about communication to our Sales and Underwriting teams, and hope that we are able to move forward with the processing relationship.
  
  Thank you, 

  Customer response

  06/01/2023

  
  
  I am rejecting this response because the resaons of their "risk" concern was totally unacceptable. 

  1. The role of the underwriting is to veirfy the identities and the business background thoroughly before account is approved. If any questions are caught, they questions and concerns shall be solved before the approval. By the way, we have been in the business since 2004, it is easy to be checked via our EIN, which was provided to the Leaders Merchant Service. 

  2. Any excuses can be made if there were any purpose to hold the payments. We have been suing Elavon service since 2004. Since our account was approved on the very first day, we have no any issue with them Or we would not use them for almost 20 years.If the reason to hold our payments because of mutiple transactions on the same card was really unacceptable. if they have no knowledge about how wholesale business is accepting payments, they should have better training program. 

  3.May 26th was not a holiday. However, I was told they could not review my account till after the Memorial long weekend and was told they would decide on the 30th. However, there was still no update on the 30th till I made multiple calls on 31th. First, I was told by Steve that jeff was on the phone and would call back. But still no reply. Then I made another call and was told he was on the meeting. Till i told the customer service that I would pursue no matter what costs me. Finally, Jeff just called back. 

  After then, I have checked many reviews about this business. They have been reviewed and complaints for the same reason of holding the money from the small business.  

  I am very glad that our big payment amounts were not processed by the credit card but the checks or wiring. Anyhow, if I do not see the money in the actual total amount they have been holding by tomorrow, I will contiune pursuing. 

   

  Regards,
  
  ******** H****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  04/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  March of 2023 my company was approved to process payments under Leaders Merchant dba: Pay Safe and Swipe Simple. We went through the underwriting review and then started to process payments. Once we achieved $10K in payments and no funds from Swipe Simple, we called and inquired why deposits of collected funds were not processed? We were told by several people they closed our account as "our business model is not supported". If my company was not a supported platform, why did they approve us? Now they are holding $10K of my earned income without any resolution. I think Leaders Merchant is a scam working with Pay Safe and Swipe Simple to steal small business income.

  

  Business response

  04/26/2023

  R***** ******,
  
  Thank you for the opportunity to address your concerns. This merchant processing account was boarded on February 21, 2023 and first batch of processing was observed on February 25, 2023. Paysafe Risk reached out immediately upon reviewing that batch on April 25, 2023 in reference to the processing observed and to better verify the business and its model. During our review, we observed declined transactions and could not locate the business by phone, address or business name. We attempted to verify transactional activity with several cardholders from invoices provided, left voicemails with each and did not receive return calls during the review period. The decision was made to part ways based on overall credit risk to include information contained in credit file and extended service timeframe. We offered the opportunity to process refunds so another form of payment could be accepted and to ensure no funds were held back. By March 2, 2023, no refunds were processed and Paysafe chose to exercise its right to terminate the account and hold funds in reserve for up to 180 days. On March 27, 2023, we offered to shorten that review period to 60 days if no chargebacks are observed. 
   
  If merchant bank account ending 3186 is still open to accept deposits, and no chargebacks are observed, Paysafe will release funds to the bank on file on or around May 2, 2023.
   
  Thank you,
  Paysafe

• Initial Complaint

  04/05/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  They took money out of my account and then when I call and talk to someone they said they put that money in my account. They charged my monthly fees which I was told there were no monthly or minimum fees only transaction fees associated with my account when I signed up.

  

  Business response

  04/10/2023

  Greetings,
  
  Thank you for the opportunity to address your concerns. Our records indicate that a member of
  our Customer Success team contacted you directly and the issues described in your complaint 
  have been resolved. Additionally, as a courtesy, a refund in the amount of $42.25 representing 
  the total amount charged in connection with the March fees will be issued.
  
  We apologize for the inconvenience.   
  
  Thank you.  

  Customer response

  04/10/2023

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 19900332, and find that this resolution is satisfactory to me.
  
  Regards,
  
  J**** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  03/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I contacted this company to get a card reader for a pop up craft event on 9/9/2021. I explained to the account executive the purpose and he stated his company would be happy to assist me to get a reader. He informed me that I needed to sign an application and he sent it to me via email. I signed it and he sent me paperwork in reference to getting $250 for a referral, letter accepting my application and infor. that it was accepted. The pop up was rescheduled for two weeks later and I called him to instruct me on how to use it. He told me to call customer service for assistance. I never used it for the pop up as I didn't need it. I contacted the Acct. person Mr.? the following week and informed him I didn't need it and told him to close it. I also asked where to send the reader and he said keep it. During this month 3/2023, I checked my bank account and saw a charge that I wasn't familiar with. It didn't say who was drafting the funds. I researched and found that this company was drafting money from my account without my knowledge for 15 months. $1128. I have called cust. service, account exec,(2) and they are not willing to give me all of my money back. They said I signed a contract, I didn't sign a contract. I made an application and feel that I was misled and utlimately taken advangtage of. I would like to get all of my money refunded as I never did business with this company and they have not processed any transactions for me. I am very disappointed to not have been sent letters, email or anything stating they were taking my money. They talk as if I owe them and not the other way around. Their attitudes are very non chalant and insensitive to me getting my money. Help needed to make them do the right thing because it is the right thing to do. Attached are emails showing I signed application never knew it was a contract. Leader merchant make this right PLEASE...

  

  Business response

  03/17/2023

  C***** *************,
  
  Thank you for your review. Our records indicate that a supervisor with our customer service team spoke with you on or around March 7, 2023. It was explained the fees charged are valid due to the terms and conditions of your commercial agreement. That decision remains the same.  As a courtesy 3-month end fees have been processed for a refund that totals $273.60. In additional to that we are extending an additional refund for 3 more months of month end fees for $273.60 as a courtesy upon your acceptance.  We hope this response provide satisfactory resolution to this matter.
  
  Thank you,
  Paysafe
  

  Customer response

  03/20/2023

  
  
  I am rejecting this response because: The account representative misrepresented how the company was assisting me for that particular event I was holding.  I also asked for a copy of the signed contract with my signature and I have yet to receive it.  Your company proceeded to take my money after I told the acct. rep. that I no longer wanted to have the card reader.  I am requesting my full refund as your company never did one thing for me at all. 

   

  C***** *************
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business response

  03/23/2023

  C***** *************,
  
  Thank you for your review.  You rejection response was further review, and it was concluded the decision and courtesy refund offer remains the same.  The fees charged are valid based on the merchant processing agreement, terms, and conditions. A copy of your merchant service agreement is being resent directly to your email address.
  
  Thank you,
  Paysafe

  Customer response

  03/23/2023

  
  
  I am rejecting this response because: Your company misreprensented your product and stole my money.  I will take this further.
  
  Regards,
  
  C***** *************
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  12/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been getting charged for monthly services from Leaders Merchant Services for 2 years without my knowledge. 2 years ago I requested a rate proposal. I could not sign on with them as I was in a contract with my current credit card processing company. Leaders Merchant Services signed me up for an account. They did not perform any installation and did not provide any equipment. They have charged $11 - $141 per month for nothing. Total money lost is $1977.22. The monthly fee comes out of my bank account disguised with no indication of going to Leaders Merchant Services. I have a different credit card processing company I use and pay their fees. I have not received any emails, phone calls or mail from them regarding any statements or fees charged. I had no training on how to use their website and had to create a log in today to discover all of these fees. I contacted their customer service who refuses to refund the lost fees claiming they are non-refundable. They claim I signed a contract. I did not sign a contract to continue as I could not get out of my existing contract at the time. How can you charge someone monthly for doing nothing? I have not done a single transaction with Leaders Merchant Services yet they continue to pull money from my bank account. The account has been "closed" as of today. I need the 2 years of fees refunded.

  

  Business response

  12/23/2022

  Greetings,
  
  Thank you for your review. Our records indicate that a merchant account was established on behalf of PITTSBURGH SOUTH DENTISTRY, pursuant to an MPA and attachments thereto, signed on December 17,2020.  Although fees charged are valid a refund is being processed to the bank account on file in the amount of $1,988.36 which is the total of all processing fees charged from December 2020 through November 2022.  Please allow 3 to 5 business days for processing.  We hope this response provide satisfactory resolution to this matter.
  
  Thank you,
  Paysafe

• Initial Complaint

  11/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I opened a card processing account with leaders merchant. I collected payment from customer on app at the company is refusing to deposit funds in my account and will not refund customer

  

  Business response

  11/22/2022

  Greetings,
   
  Thank you for the opportunity to address your concerns. We completed the review after receiving the requested information and funds have been released. The Deposit is expected to be delivered within 1-2 business days, depending on Holiday.
   
  Paysafe did not refuse to deposit funds, nor was there a reason to refund once we verified  the activity and business.
   
  We apologize for any inconvenience.
   
  Thank you,
   
  Paysafe

• Initial Complaint

  11/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  April 28th I submitted to cancel my merchant account with Leaders. I spoke with a young lady via chat. Here is the conversation: Chat started: 2022-04-28 04:00 PM UTC 04:00:10 PM) Visitor 67*****4: Cancel Account (04:00:18 PM) *** ***** ****** joined the chat *** (04:00:22 PM) ***** ******: Hello Visitor 67*****4, thank you for contacting us today! (04:00:36 PM) ***** ******: We are sorry to hear you are closing your merchant account with us. Can you please provide me the following information (04:00:39 PM) ***** ******: - Merchant number - Name of the business - Your name and position in the business - Last 4 of the tax id/ssn and email address (04:01:13 PM) Visitor 67*****4: 4*********492346 (04:01:18 PM) Visitor 67*****4: Harbourside COmmunications (04:01:24 PM) Visitor 67*****4: T***** ******-Owner (04:01:29 PM) Visitor 67*****4: 3794 (04:02:25 PM) ***** ******: Thank you Travis (04:02:47 PM) Visitor 67*****4: welcome (04:03:25 PM) ***** ******: can you please provide me your email ?so I can send you the closure form (04:03:33 PM) Visitor 67*****4: [email protected] (04:03:44 PM) ***** ******: Thank you, allow me a moment please (04:03:47 PM) Visitor 67*****4: ok (04:04:26 PM) ***** ******: I already sent the email with a link that contains the closure form, let me know if you received it please (04:05:08 PM) Visitor 67*****4: Got it (04:05:22 PM) ***** ******: Great, is anything else that I can assist you with? (04:06:15 PM) Visitor 67*****4: Signed. When will it be closed (04:07:05 PM) ***** ******: well this can take 1 or 2 business days, however once the account will be closed our Account closure department will send you an email (04:08:57 PM) ***** ******: beside of that is anything else that I can assist you with? (04:09:44 PM) Visitor 67*****4: Thanks (04:09:56 PM) ***** ******: it was a pleasure, Thank you for chatting with us, have a wonderful day! She sent the form I signed it and submitted. They Continued to bill me $430 and are refusing refund.

  

  Business response

  11/09/2022

  Thank you for the opportunity to address our concerns. Our records indicate that the
  closure form dated 04/28/22 did not indicate the Business name nor the account number, which would 
  cause a delay in closure. As a courtesy, we will issue a refund in the amount of $337.35 upon the
  acceptance of this response. 
  
  The refund is representing the following
  April – June= 3x$11.25=$33.75
  July – Sept = 3x$101.20=$303.60 
  Waiving the outstanding balance for the October fee that rejected in the amount of $101.20. 
  
  The refund will be issued via a check and mailed to the address list on the BBB Complaint.
  
  Thank you.

  Customer response

  11/09/2022

  
  
  I have reviewed the response made by the business in reference to complaint ID 18374104, and find that this resolution is satisfactory to me. Thank you very much for the prompt and professional help. I was having a hard time dealing with them and I appreciate all you did.
  
  Regards,
  
  T***** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  07/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Attached letter with all the info. we are now missing our credit card deposit from the 13th of July for $333.60

  

  Business response

  07/21/2022

  G*** *******,
  
  Thank you for your review. We apologize about your experience in this matter.  Our records show on or around 7/15/2022 you spoke with a supervisor with the customer service department, and it was confirmed the issue in your review has been resolved.  I understand you was also concern when the deposit in the amount of $333.60 showed it was deposited into account number ending 4778 that was not your account, to clarify that's an internal account for the company when funds are diverted (placed on hold) until the correct checking account is updated to be released to you. All funds have been released to your correct checking account.  We sincerely apologize for any inconvenience.

  Thank you

  
  

  Customer response

  07/21/2022

  
  
  I have reviewed the response made by the business in reference to complaint ID 17586185, and find that this resolution is satisfactory to me.
  
  Regards,
  
  G*** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

*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. ↩