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:07/21/2023

  Type:Product 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.

  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

  Date: 07/21/2023

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

  Customer Answer

  Date: 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

  Date: 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

  Date:07/18/2023

  Type:Product 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 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

  Date: 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 Answer

  Date: 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

  Date: 07/31/2023

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

• Initial Complaint

  Date:05/05/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 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

  Date: 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

  Date:01/24/2023

  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.

  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

  Date: 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

  Date:11/03/2022

  Type:Customer Service 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 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

  Date: 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

  Date:10/23/2022

  Type:Customer Service 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.

  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

  Date: 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

  Date:07/05/2022

  Type:Product 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 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

  Date: 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

  Date:06/02/2022

  Type:Product 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 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

  Date: 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.