ComplaintsforPayment Cloud, LLC

• Initial Complaint

  07/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Over the past months of April, May, and June we have been providing services and receiving payments totaling $4,386.76 through PaymentCloud. Despite no client complaints, we have only received delays regarding resolution of this payment. This leaves us uncertain if or when the payment will be released, so we are requesting a more definitive timeline for the release of funds owed.Additionally, we are still being charged for a service we are not receiving and demand a refund of $347.85 for these incorrect charges. We provided the services in good faith and have not received the expected payment nor explanation for the delays. We expect prompt resolution of both the pending payment and refund of incorrect charges.

  Business response

  07/21/2023

  According the complainant's processor, all funds were to be release today.

  Customer response

  08/14/2023

  During the months spanning April through August, PaymentCloud continued to bill ** for a service they failed to deliver since May, acting as a payment processor. Even in the present month, these charges persist, despite our explicit request to terminate the agreement. We insist on a reimbursement totaling $566.3 for these erroneous fees. We engaged in this arrangement with genuine trust, but unfortunately, we have not received the anticipated service or any clarification regarding these charges. We anticipate a **************** and the reimbursement of the incorrect fees.

  Business response

  08/14/2023

  We have not nor have we ever charged complainant any fees. We are a service provider and the complainant's merchant bank is the only party authorized by the complainant to charge them fees. As a show of good faith, we would be willing to pay $250.00 to settle this matter in full against Paymentcloud. This would allow complainant to  pursue other remedies again its processor/merchant bank.

• Initial Complaint

  07/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I got a Merchant Account from ******************** which was VIA Total Merchant Services,My account was closed and a substantial amount was withheld by the processor to be returned back in 120 Days.It has been way past 120 days and they are not returning the amount by making false claims.

  Business response

  07/31/2023

  Paymentcloud is a merchant service provider and as such has never had control of complainant's funds. That process is controlled by the complainant's merchant bank, ***********************. They will hold the funds for ********************* the merchant services agreement the parties signed.  We will assist the merchant as best we can, but really we are powerless to mandate earlier distribution of said funds.

  Customer response

  07/31/2023

   
  Complaint: 20333678
  
  I am rejecting this response because as per payment clound. they will assist us in getting the money from ************** system . which they havent done so. if they can assist us and contact TMS then the case will be closed 
  
  Sincerely,
  
  *********************

  Business response

  07/31/2023

  WE have  spoken with TMS and will check back w ith them in 10 days.

• Initial Complaint

  05/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 11/4 I began a pre-application process for merchant services with payment cloud. I went back-and-forth with a sales representative named ***************** for quite some time before being sent an email saying that my application was approved, but I received follow up from him, saying that the approval was not literal because there was going to be an underwriting process before I could use the services. That underwriting process took quite a long time and I was not told that I was released from the holds until towards the end of January 2023. However, I was never given a formal email with the gateway activation link that was required to integrate payment cloud into my website platform, so I did not, as far as I knew, have the ability to use the service.Suddenly I started getting emails from them saying that I had no your name is totaling $200 and eventually 276!They are telling me that my monthly payments started in November even before I was approved! This makes no sense to me. They want almost $300 and I still never even received the email with the gateway activation link! I keep reaching out to my sales representative, but he is of no help, and I called customer service and no one ever picks up, and there is no way to leave a message. The only people I have been able to communicate with is their collection department and they only want money from me and they dont care that it is not justified. I definitely dont believe I owe them a cent and I want to have this account closed but I cant get in touch with anyone to do it.

  Business response

  05/16/2023

  We are a merchant services provider and as such do not bill or collect any fees directly or indirectly from merchants like Complainant. We have through our customer service department and sales reps advised Complainant how to close her account and her gateway, however these instructions have not been followed. We would be willing to pay a portion of what Complainant claims is the improper billing as a sign of good faith, say $150.00. 

• Initial Complaint

  01/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello im opening this matter in regard of payment ***************************** They are holding my money STILL for no reason! they have already closed my account and is not holding my money for no reason! It will well pass 120 days ! and now on the the date of review of release they give me another date 3 days away ! This is not professional at all !It is ghetto no company should be giving anyone the run around, this is a whole business handling peoples income ! here i will attach the email stating the 2 different dates all I want is my money release it is already bad enough that they have to mail a CHECK ! please get back to me regarding this matter ASAP! Merchant ID: *************

  Business response

  02/06/2023

  For clarification, this is the first notice we've received regarding this matter.

  Paymentcloud LLC is a merchant service provider, helping merchant owners establish their merchant service bank relationships. As such, we helped this merchant establish his account. We are middlemen and have no direct control in granting the merchant account or in holding any funds. The merchant processing bank that apparently is holding the complainant's funds needs to be addressed regarding  their release. 

• Initial Complaint

  11/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My money is on hold for more than 1 week, I sent all possible documents, personal and from my company. More $10k They keep asking me for random information, like bank phone number, card company phone number to have more time and continue with my money. You send email and they take 1 day to respond to each email you provide. Beware of this company.

  Business response

  11/29/2022

  Business Response /* (1000, 5, 2022/11/15) */ Paymentcloud is a merchant service provider and as such does not have any direct connection with the merchant and his money. This is handled by his processor, the ******** bank, in this case ***, that is who issued his merchant identification number (MID). The merchant processing application and agreement signed by the merchant had set limits of high dollar transaction limits and monthly processing limits. The merchants exceeded both limits without consulting with the processor before hand and receiving permission to do so and is therefore in direct violation of the agreement. The processor then put the account on hold to insure compliance and is working with the merchant to resolve this matter, however it takes time to make the processor comfortable with the relationship despite the violations. The merchant needs to contact the Risk department of the processor, *** and work with them to resolve the matter and get his funds released. We have no ability to direct this action but would do all we can to assist the merchant.

• Initial Complaint

  10/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  To whom it may concern, My name is **************. I'm a small business owner doing business with a merchant company **** ************************************ It's my experience working with the company that they're not conducting a fair business practice. 1. I provided a service to a client. A payment was made on September 23, 2022. Typically, funds would be made available withing 7 to 10 business days for a new merchant. 2. The company called the client for verification of the transaction. The client confirmed "the transaction was authorized." The merchant then proceeded to ask the customer whether or not the job has started. The client responded no. It was a true statement at the time, as the client made the payment on Friday at the end of business, and the job was to start first thing on Monday. The job has since been complete. 3. The merchant requested for all evidence relating to the job being performed for the client. Documents were provided and accepted. The project has been completed, but my business has still not received complete payment from the merchant. 4. After waiting approximately 4 weeks, I called the the company on Friday October 21, 2021 to get an update. I was informed that the client has confirmed the job has started. 5. I was then informed in the same phone conversation with the representative at the time that $600 of my pending payout of $2,988.26 was being released. And that the remaining $2,388.26 was being held for 90 days without any explanation. "company policy they claimed." This will mark a 120 days total of my funds being held for no legal reason other than the company taking advantage of their position. I'm reporting this matter because I believe it's worth looking into. To prevent merchant companies such as************** from illegal business practices that are not warranted under the FTC. I thank you in advance for treating my case with the upmost care. I hope to get my funds sooner than 90 days. Sincerely, **********

  Business response

  11/14/2022

  Business Response /* (1000, 5, 2022/11/02) */ ************** a merchant service provider, not a processor, and as such we do not make decisions regarding the merchant's performance with his merchant account. The processor here, ***, learned that the merchant had processed a credit card transaction for a different type of business than listed on its original application : web hosting ***************** and as such was in violation of the merchant's agreement with the processor and therefore they are holding his funds until this is straightened out. See the attachments. The merchant needs to contact the Risk department of *** and discuss this matter. We will assist the merchant as best we can, however, we do not nor never had the ability to receive or hold any of merchant's funds.

• Initial Complaint

  07/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I noticed my funds were not coming into my account for 3 weeks. I reached out and sent transaction request for paperwork TWICE incorrectly. You can already tell how incompetent these folks are, twice... sent transactions request for paperwork completely incorrect. After the 3rd time, I was sent over the transaction needing further paperwork requested. I fully complied and send all paperwork within 1 hour. Today I get an email saying and I quote " it was a business decision to close your account. " What does business decision mean according to one of the agents I spoke with on 7/5/2022 at 12:31 P.M EST? It means it was closed due to excessive declines. My account was closed due to my customer's inability to enter proper billing address for their payment to go through? That is a bunch of ********. I want my funds released immediately!!

  Business response

  07/28/2022

  Business Response /* (1000, 5, 2022/07/13) */ Paymentcloud is a merchant service provider and as such merely puts the merchant (herein the complainant) in position to create a merchant bank account, in this case with Total Merchant Services (TMS herein). We do not control funds or make decisions about the viability of the account. The complainant has been badly served by TMS and that is where is complaint should be directed. TMS opened the account, put him on hold, mismanaged the information to remove the hold and then closed the account and are holding his funds. We will help the complainant in any way we cam to recover his funds. Consumer Response /* (3000, 7, 2022/07/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Okay, I understand that you are not holding my funds but you are my merchant and my point of contact. In no way was I informed about this, matter of fact, I was not given even a valid reason other than and I quote "due to multiple declines" You're still my point of contact, not TMS or whatever that other company is. I want my refunds recovered. What do you need? Business Response /* (4000, 9, 2022/07/20) */ We understand your frustration, however, you need to understand that the merchant bank, TMS, is the only company who can release your funds. You need to call them at ************, the Risk Dept. and ask for release of your funds. Have your merchant ID number handy when you call. If that doesn't resolve the matter. we suggest you have your attorney write them a strong demand letter threatening legal and "media" action if not resolved. How much of your funds are they holding? Consumer Response /* (4200, 11, 2022/07/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Again, I understand that you do not handle my funds. I get that, but you're my payment processor, you should choose better partners on who you do business with if you're just going to throw the blame to them. All I want are my funds, I don't care who really gives them to me. Total held payment is about $*****. Business Response /* (4000, 13, 2022/07/27) */ Correspondence has crossed in the mail. Apparently complainant's merchant processor has release his funds. Trust this ends this matter satisfactorily.

• Initial Complaint

  06/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was using payment cloud through authorize.net.They holding my funds more then ****** usd till late august 2022.I wasn't communicated about this policy of theirs that they will keep my all funds on hold for six months. I was told that since i have reached my set monthly transaction limit of ****** usd . I will not receive payouts till 1st June. i called hem on 2nd June that why they have not released my payouts yet from last month. They said they wont release till August and at that time i have to submit an increase limit if it happened to be denied then they will not release my funds for another six months and i must keep making daily transactions in order to get approved for limit increase (still they not sure if they will approve my request or not). Its so unjust that my small business being held hostage for such unclear and miss communicated policy of payment cloud .How can i keep processing my business transaction till august and then if im not approved they will hold my funds for another six months? I just need my funds being released ASAP so i cld continue my business .

  Business response

  06/27/2022

  Business Response /* (1000, 5, 2022/06/13) */ Contact Name and Title: ************************ Contact Phone: ********** Contact Email: *************************** PAYMENTCLOUD IS A MERCHANT SERVICE ACCOUNT PROVIDER, NOT THE BANK WHO IS HOLDING THE COMPLIANANT'S FUNDS. THAT IS ELETRONIC MERCHANT SYTEMS (EMS HEREIN). FROM THE ATTACHED CORRESPONCE YOU CAN SEE THAT THE COMPLAINANT EXCEEDED THEIR AGREED AUTHORIZED MONTHLY PROCESSING LIMIT WITHOUT CONSENT, A DIRECT VIOLATION OF THEIR MERCHANT AGREEMENT WITH EMS AND AND EMS ACTED ACCORDINGLY. WE HOLD NONE OF COMPLAINAINT'S FUNDS AND HAVE NO AUTHORITY TO RELEASE SAME. WE ARE DOING EVERYTHING WE CAN TO ASSIST COMPLAINANT IN THIS MATTER, HOWEVER THE COMPLAINT SHOULD BE DIRECT TO THEIR BANK, EMS.

• Initial Complaint

  01/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife makes macrame jewelry and we sell this at a market, on Sundays, for five hours. We have a Hawaii Sellers License and do filing/submitting taxes twice a year. On November 29, 2020 we had the first transactions with the Payment Cloud Inc. company (Account # *************). We initially had the problems with being charged for two Card Reader that did not work. On November 28, 2021 the next problems started occurring. From this date a charge of $**** did not go through. I contact the woman that set up our Account (********************, **************, ************************.). Two calls were made and an email message was sent. No reply from her was given. I received an email from ************* (***************************). In many communications she stated that our limit for charges was $250. I explained to her that our limit per charge was $**** and many of the charges that year were over the $250 limit. On December 12, 2021 the shorted $**** was deposited into our Bank Account. On December 20, 2021 the deposit was shorted from $308.71 sales. ******************** was contacted and gave no response. ************* responded by stating that this shortage was a result of our tax deduction being increased. On December 27, 2021 the deposit was shorted from $302.80 sales. ******************** was contacted and gave no response. ************* responded by stating that this shortage was a result of our tax deduction being increased. On January 10, 2022 the deposit was shorted $185.90. ******************** was contacted and gave no response. On January 4, 2022 the Payment Cloud Inc. unjustly took $192.45 out of our Bank Account. ******************** was contacted and gave no response. On January 10, 2022 the Payment Cloud Inc. unjustly took $388.46 out of our Bank Account. ******************** was contacted and gave no response. THIS IS A TOTAL AMOUNT OF $******* THAT IS NOT ACCOUNTED FOR.

  Business response

  02/01/2022

  Business Response /* (1000, 5, 2022/02/01) */ We received you letter of January 22, 2022 regarding the above noted case. The attached materials are offered in response and are self explanatory. This complainant was advised by his merchant account bank, TMS, that his funds were on hold because his tax identification number he used on his merchant account application did not match the records of the IRS and the bank was required to withhold funds until this matter was resolved. This complainant was advised of this matter and asked to correct it numerous times and failed to respond. This complainant needs to get in touch with TMS and resolve this matter as we do not and never have held any funds. Consumer Response /* (3000, 7, 2022/02/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) My wife makes macrame jewelry and we sell this at a market, on Sundays, for five hours. We have a Hawaii Sellers License and do filing/submitting taxes twice a year. On November 29, 2020 we had the first transactions with the Payment Cloud Inc. company (Account # *************, **************). They process the credit card purchases. We initially had the problems with being charged for two Card Reader that did not work. On November 28, 2021 the next problems started occurring. From this date a charge of $**** did not go through. I contact the woman that set up our Account (********************, **************, ************************.). Two calls were made and an email message was sent. No reply from her was given. I received an email from Amanda Castro (***************************). In many communications she stated that our limit for charges was $250. I explained to her that our limit per charge was $**** and many of the charges that year were over the $250 limit. On December 12, 2021 the shorted $**** was deposited into our Bank Account. She is the Director of Sales (**************). On December 20, 2021 the Bank deposit was shorted from $308.71 sales. On December 27, 2021 the Bank deposit was shorted from $302.80 sales On January 4, 2022 the Payment Cloud Inc. unjustly took $192.45 out of our Bank Account. On January 10, 2022 the Bank deposit was shorted $185.90. On January 10, 2022 the Payment Cloud Inc. unjustly took $388.46 out of our Bank Account. On January 16, 2022 the Bank deposit was shorted $179.19. On January 23, 2022 the Bank deposit was shorted $299.84. On January 30, 2022 the deposit was shorted $249.24. Each time we were shorted ******************** and Amanda Castro have been contacted with no positive outcome. Now we have Special Projects Coordinator *************** in the picture (************, ***************************.). His excuse is that it is our Banks fault for Paymentcloudinc. holding our money. All three Payment Cloud Inc. employees are now being notified of shortages weekly. On February 6, 2022 the Bank deposit was shorted $195.99. THIS IS A TOTAL AMOUNT OF $******* THAT IS NOT ACCOUNTED FOR. As can be seen we have a new player and the amounts have increased. The new player says that we have to get with the deposit Bank to receive the money that Payment Cloud Inc. is holding. We are being ******* around while Payment Cloud Inc. keeps our money and takes more money. We determine how we pay our taxes and if any money is to be withheld. We have gone from our problem being that our account is limited to $250 per purchase, to a new account being set up and now its our fault that Payment Cloud is holding our money. We need to be paid what is being held from us. Business Response /* (4000, 16, 2022/03/31) */ We in fact have responded to every correspondence. Mr. Adler has failed to head our advise as to how to settle this matter directly with the party holding his funds and we can do nor more than redirect him as we do not and never have held any of his funds.

• Initial Complaint

  10/14/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  PaymentCloud is holding my money for no acceptable reason $**** is held hostage by the company

  Business response

  11/22/2021

  Business Response /* (1000, 9, 2021/11/09) */ Contact Name and Title: ***** L. ****** CORP SEC Contact Phone: XXXXXXXXXX Contact Email: *******@paymentcloudinc.com TLO, Inc. dba Paymentcloud is a merchant service provider, not a merchant bank and as such we merely facilitate merchants like the complainant in securing a merchant account. The funds allegedly held were in the possession of TMS, (also known as Payments Hub) the merchant bank who set up the complainant's merchant account. According to the statements we have reviewed, the funds have been released to the complainant as of 10/15/2021. We have suggested to complainant that he call TMS Customer Service Dept-XXX-XXX-XXXX or the Risk Dept -XXX-XXX-XXXX ext. 1400 for a full explanation. We would assist the complainant in any way we can, but are not now in control of his funds and never were. We would like to attached complainants October statement from TMS showing a release of the funds, but would need permission to do so.

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