ComplaintsforMerchant Service Group LLC

• Initial Complaint

  10/03/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  My work is paying $167.15 a month to Global Payments for merchant ID number ************* which we do not use. I called to cancel them 3 months ago and we are still being billed. I called to cancel again today and **** told me I needed to call Merchant Services at ************ and reference our conversation ********. She transferred me to ******* at Merchant Services. ******* told me that he sent the cancelation request a while back to the business owner and only the business owner could make the changes.After some sleuthing I found out the Business owner is **** K (who no longer works here) and the email address is for **** K (who hasn't worked here in 10+ years).I explained those people are gone and we are a state entity so the owner of our business is the State of California ******* suggested I contact our sales Rep ***** at ************ to change the owner. And guess what, that number doesnt go anywhere.

• Initial Complaint

  09/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am a new victim of this scam. This company contacted my business offering $288 flat fee per month via the Covid Relief Plan. I reconfirm with them thats is only $288 and no additional fees, the representative reassured me thats its only $288 and no additional fees. After a few transactions, I noticed that they were charging 3.95% per transaction. On top that, a random charge from ************** for $383 was taken from my bank account. I called the ********************************************* guy, wanting to end my contract. He cannot give me a good answer. and beat around the ****. Then his supervisor took over, talked to her for 1 hour and she would not give me any information regarding how to terminate the contract. At this point I just want to terminate contract and return the terminals.

  

  Business response

  09/13/2024

  Greetings,

  Unfortunately, we are unable to locate your account on our system, please provide us with your business information and our Retention Team will take a look at your account

  Business Name

  Business Address

  Business Phone Number

  Thank you,

  Customer response

  09/13/2024

  Dental Central

  **************************

  Fort ***** AR 72903

  ************

   

  We just want to terminate the contract. We were lied to and scammed into signing. 

  Customer response

  09/13/2024

  Dental Central

  **************************

  Fort ***** AR 72903

  ************

   

  We just want to terminate the contract. We were lied to and scammed into signing. 

  

  Business response

  09/16/2024

  Hello,

  We cannot locate your account on our system, please give us more information to better assist you.

  Business name

  Business address

  Business phone number

  Thank you

• Initial Complaint

  09/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Im another victim from this company since 10/25/23. They call to tell if we buy the clover set $4000 after that the process credit card is 1.4% flat rate, free pos, free website, check in system.But we got the problem in beginning with check in system not working with our business, website poorly start , fee is 2.25%, clover fee is $64, check in $59, and monthly fee $70I call to complain but cant got the sale man . With business I need to move on and get another company to help my business working well. I did call them to cancel and email , but they sent the term 3 years contract They are using fake signature because when they said no contract can cancel anytime they sent us the copy of contract 1.4% ( I want to make sure the flat rate ) , I never sign anything with them , just sent the picture of business card, void check , the check of $4000 for the clover set. When I call to cancel they sent back the cancel policy with 36 month term, please, help us to resolve this problem, and cancel the acc. You can see the check my signature and the contract different signature .

  

  Business response

  09/11/2024

  Greetings,

  For further investigation on the issues as you mentioned, please provide us more information about your business so we can forward it to our retention team

  Business name

  Business phone number

  Business address

  Merchant ID number

  Thank you,

  Customer response

  10/02/2024

  Business name: Venus nails spa
  Phone : **********
  Address : ***********************
  *********************
  Merchant ID : *************************************
  Agent # ****

  

  Business response

  10/02/2024

  Greetings,

  After reviewing your account, we decided to waive the cancellation fee and send you the cancellation letter to terminate your contract. Our customer ********************** team will reach out to you on your business number. Please feel free to contact us if you have other questions.

  Thank you

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I receive DAILY calls from Merchant Services, and each day, I ask them to remove us from their list. Today, the *** was extremely rude. I told them, the company/***, many times that I am ***orting them. We are NOT interested & do not wish to be called by them. We have our own accounting system that processes CC pymts., which I have explained multiple times. I do not wish to be contacted by this company further.

  

  Business response

  09/03/2024

  Greetings,

  We believe you filed a complaint to the wrong company. Our business name is Merchant Service Group LLC and we located in ****************, **********. We are not doing telemarketing and cold calling. The word "Merchant Services" refer to a range of financial services for businesses. Please ask for the name of the company if you still receive the calls.

  Thank you!

  

  Business response

  09/03/2024

  Greetings,

  We believe you filed a complaint to the wrong company. Our business name is Merchant Service Group LLC and we located in ****************, **********. We are not doing telemarketing and cold calling. The word "Merchant Services" refer to a range of financial services for businesses. Please ask for the name of the company if you still receive the calls.

  Thank you!

• Initial Complaint

  06/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This company has continued to charge my bank account with an auto deduct since I closed the account in 2018. I cannot reach them by phone, my bank cannot help me since they provided no phone number with the monthly deduction. I have paid hundreds of dollars in the past 5 years without any recourse. If you can help in any way, I would first like to stop them from charging my account. If they would be kind enough to repay the 5 years of charges that would be great! I won't hold my breath. Please help to stop the recurring charges to my account.

  

  Business response

  06/24/2024

  Hello Team,

  Could you please ask merchant to give us more detail of the account,  Which they opened with us as Business phone number, Business name then we can check on our system if they are our customer then give them solution

  Best regard,

  ***********************

  (On behalf of ***************************)

   

  Customer response

  06/25/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****************************************************
  
   
  

• Initial Complaint

  05/18/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I am a new victim of this company. My case is exactly like all the complaints on this page. Merchant service group LLC is a scammer. Their agent call my nails salon in March 2024. His name is ****** from ***** and offer me a low rate as 1.4% flat rate, no contract, no additional fee, no hidden fee, and free paper rolls. I confirmed with him many times is this true and he promised 100% is true and if I am not satisfied I can cancel anytime with no cost. When I signed the application he keep calling me and rush me to sign the application that there is no contract and the fee is 1.5. This application just for bank information only and the rate is will be applied by Merchant service group. They charged me at 2.5% rate on my first statement . I called the agent and he promised second month will be lower and at 1.4% rate.My April statement came out and I was shocked . It still 2.5% with a ton of hidden fees like statement fee, interchange fee, transaction fee, card brand fee, authorization fee, monthly fee and base rate. I called again and he kept telling lies and I know this is scamming at this point. I want to cancel the service and they said I have 3 years contract. I have read every page when I sign the application there no contract and cancel fee. In order to terminate my service, I have to pay them 350$ cancel fee. They dont even lets me return credit card merchant. There are a tons of victims out there got trapped from this company. Be careful everyone.

  

  Business response

  05/20/2024

  Greetings,

  We already sent your concern to our retention team for further investigation.

  Our team will contact you as soon as possible and make sure the issue is resolved.

  Thank you.

  Customer response

  05/21/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  They contact me and agreed no charge fee on my cancellation. this complaint resolved.
  
  Regards,
  
  Thu *****
  
   
  

• Initial Complaint

  11/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am a new victim of this company. My case is exactly like all the complaints on this page. Merchant service group LLC is a scammer. Their agent call my nails salon numerous times from August to September. Her name is ** and offer me a low rate as 1.5% flat rate, no contract, no additional fee, no hidden fee, and free paper rolls. I confirmed with her many times is this true and she promised 100% is true and if I am not satisfied I can cancel anytime with no cost. Told me not to worry. When I signed the application she inform me there no contract and the fee is 1.5. This application just for bank information only and the rate is will be applied by Merchant service group. I received the credit card machine on the last few days of September so I have not use it until October 1st. They changed me 65$. I called and asked they said because I didnt have any transactions in that month. I requested the agent for the free paper rolls as they offer and they charged me for 40$. My ************ statement came out and I was shocked for the 3rd time. It turned out 2.5% with a ton of hidden fees like statement fee, interchange fee, transaction fee, card brand fee, authorization fee, monthly fee and base rate. I called again and she said it will be fixed next month because I got double charged. She kept telling lies and I know it is not right. Lets wait for November statement. I want to cancel the service and they said I have 3 years contract. I have read every page when I sign the application there no contract and cancel fee. Its only 5 pages. I know it is not 5 pages now because after I sign it, the next day I have an email said all party have signed. In order to terminate my service, I should pay them 350$ cancel fee and 2310$ ( 65$ for 34 months). I dont know how many victim out there got trapped and willing to tell everybody. Be aware!!

  

  Business response

  11/20/2023

  Hello,

  Please kindly send us more information about your business for further investigation

                         . Your business name, address and phone number

                          . Your merchant ID number

  We will look into your account and will give you a response as soon as possible.

  Thank you!

  Customer response

  11/20/2023

  Hello,

  My business name: ************ LLC

  Address: *************************************************** . ** *****.
  and phone number: ***********
   merchant ID number: ****************
  Your agent just called me regarding for this complaint. 
  Thanks 

  

  Business response

  11/21/2023

  Greetings,

  We are glad to hear that the issue has been resolved you. 

  Please close the case as resolved and contact our customer support team if you have any further questions.

  Thank you!

   

  Customer response

  11/27/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************
  
   
  

• Initial Complaint

  03/31/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  ************ My ******************* (Owner)*************************************************************************** ************** ******************* March 30th, 2023 Complaint **************** an agent of Merchant Services Group LLC and a contract guide for Merchant Services Group LLC, deceived me.Mr. **** called my store for months, advertising a cheap merchant payment card service, and I finally agreed. He used to say: "For every $10,000 you have entered into your bank account by merchant payment card, you will pay an amount fee of $120; No monthly fees; No contract term; No contract cancellation fees; Free printing paper for the merchant device every month; Free using merchant device; In addition, there are absolutely no other hidden fees." After I sent him the information to proceed with the application, I received DocuSign: LOVELY NAILS APPLICATION FORM.pdf, STM.pdf by email. **** said that I would receive the merchant device within 1 week of signing the contract.Another employee claiming to be a contract instructor (*) of Merchant Services Group LLC contacted me. I wondered if the things that **** advertised were correct with this contract? This employee said he did not know and contacted **** to ask. I contacted ********************** confirmed that what he advertised was true. A few days later, on 2/22/2023, the contract instructor (*) contacted me again and asked me to sign the contract. This time I continued to ask to confirm ****'s advertisement and the content of the contract. This man (*) continued to answer that he did not know. I said that he was a contract guide, but if he did not know the content of the contract, I would not sign it. In the end, he answered ****'s advertisement in accordance with the contract's content.The contract had 9 pages. Under his guidance, I started reading and signed the first page. I did not go through the rest of the contract at all and told the employee (*) that I had signed the first page and asked, "What does the next page say?" He said I did not need to do anything because the contract had been signed, and the program automatically copies the signature to all other parts of the contract. At this time, I was busy with customers and partly because I trusted them after many confirmations with ****, confirmation between **** and the employee (*), so I ended the conversation.Until February 28th, 2023, I had not been contacted by anyone from Merchant Services Group LLC. At that point, I began to doubt their honesty. I recalled signing a 9-page contract, but I had only signed the first page. I was not aware of the contents of the remaining pages, but the program had automatically copied my signature from the first page and pasted it onto the other pages, which is a violation of the law. The content on pages 2-8 included various fees and contract durations. I no longer trusted Merchant Services Group LLC and attempted to contact **** several times via phone and text message, but received no response. I also contacted Merchant Services Group LLC to express my distrust and desire to terminate the contract. Eventually, **** did get in touch with me and I reiterated my doubts and desire to end the contract. After our conversation, Merchant Services Group LLC emailed me that said, "Welcome to Merchant Service Group LLC approvedTerrified, I closed the bank account that I had disclosed to them to prevent worse things from happening. About 3 weeks after I signed page 1 of the contract, the merchant device was sent to my store . I have returned the device, refused to use the service for the reason:1/ The contract set (including 9 pages) is not valid, because the program automatically copies the signature on page 1 and pastes it into the remaining pages while the contract content has not been viewed.2/ The terms of the contract and the advertising statements made by the agent and staff of Merchant Services Group LLC are different.3/ I have lost faith in Merchant Services Group LLC.4/ The merchant machine delivered late (more than 1 week)After they received my refund from the merchant, **** and the Merchant Services Group LLC employees contacted me and told me the terms of the contract were completely opposite to what they said before I signed page 1 of the contract. Obviously, this is a blatant deception trick used to trick customers into using their services. They shouted that if you want to cancel the contract, you have to pay $1800 or pay a monthly fee of $65 for 3 years. Too angry, I contacted the company many times and asked to speak to the supervisor, but they replied that they only have a sales team. On 3/27/2023 another employee, ******************* claiming to be a supervisor, contacted me. He used the same words as **** to talk to me, that **** wasn't lying, that he was only basing on the contract I signed, that I was an adult not a child when I signed it and be responsible for the contract. ***** says I have 2 choices. : either pay a $490 cancellation fee ( **** asked $1800) or a $65 monthly fee for 3 years. I do not agree with the way of talking and dealing with such oppression and asked to meet the leader of the company. He said there is no.REQUEST : I am requesting that Merchant Services Group LLC refrain from copying my signature and pasting it onto pages 2 through 9 of the contract with DocuSign envelope ID ***********************************. I also ask that I not be held responsible for this contract.***Note : (*) : contract guide All of the above conversations happen on the phone My *******************

  

  Business response

  10/25/2023

  Hello,
  Your account was closed with no cancellation fee in May 2023
  Thank you!

• Initial Complaint

  02/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hello I am the owner of *************. I am on the same boat as many of these people. We called many times with no luck of anything being resolved, we were going in constant circles with the cancelation process, they said they would call back but never did. I was approached by a Vietnamese agent who promised very very low rates, with no mention of a 3 year contract. You would think that they would mention such an important detail but of course not because these people are frauds and they will say anything to get you to sign the documents and use their service, especially if you are not good with English like myself. Once I discovered that the charges were not only abnormally high, there were tons of hidden fees, the bill itself was so difficult to read and understand what exactly I was being charged for. Once I spoke to the agent that sold me the machine and set up the account he lied again and said that they were charging me ****% rate per transaction. I caught him in his lie because it clearly states on the bill that there is a ****% rate for most CC transactions and a ****% rate for AMEX which is completely and utterly CRAZY. I was being charged over $1000 per month with only a $20,000 income coming in a month. Once I mentioned that I wanted to cancel all of a sudden we have to pay all these crazy fees that once again was never mentioned before, fees for returning the machine, fees for not using the machine, all the while threatening to take us to court all because I wanted to cancel a service that was not satisfied with, it is crazy to think that they want me to pay $3000 to cancel or go to court. I have never worked with such incompetent people especially knowing that this company has been around since **** is utterly shocking. Do not work with this company, they will scam you and turn on you when you catch up to them on their lies.

  

  Business response

  10/25/2023

  We apologize for the unpleasant you had with our sales representative. After checking with our
  retention team and we noticed that we did not charge your account $3000 cancellation fee as
  mentioned on your complaint statement. We believe there is a misunderstanding in your conversation
  with our sale representative. Looking for best solutions to meet our customers satisfaction has been
  our companys motto for years. IPlease feel free to contact our company customer ********************** team at
  *************

• Initial Complaint

  02/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  All the month of Jan almost daily a Company called Merchant Services does weekly spam calls and they come on by saying they are a govt regulation ****** whose job is to make sure all card companies are charging properly and of course they said mine wasn't. His name was ***************They also have a few other people call you so it's a bit confusing. They went from a gov ****** to a credit card company. They keep saying they didn't charge any fees. Sounded good and it would have saved me $30 a month.Next thing I know I signed a contract with them on jan 19th. Every single person I spoke to from their company and there were a few kept saying they took no fees out. Ya right.Then there was trouble with their new machine and I lost sales. Not much around $45 and a $200 sale would not go thru that day. Of course they said it was my fault.About this time I decided to cancel their services. At that time I was told I would be charged a $1,000 early cancel fee.The next day I went to my bank and closed that account and opened another.In the mean time I get a statement from them. Because of all their machine malfunctions I had a total of $16.00 go thru in 3 days.I got a statement for 3 days and out of that $16 sale I got $7. They took out a fee of $9.75. and that is their monthly service fee that I was told didn't apply to me and ignore. When i called to cancel again they told me again they charged no fee and to ignore it.Now I cancel again and I am told another person from their company will call me this week to give me further instructions. So far they have not sent me anything in writing that I am cancelled.I have a feeling they won't cancel until they get the $1,000. that won't happen. I also told them when I am cancelled with no penalties in writing i will send them back their card machine.. I am also concerned that they would sell my info to the dark web.

  

  Business response

  10/25/2023

  Hello,
  We could not locate this your account in our companys portfolio. To make sure your complaint went to
  the correct company, please kindly provide us with extra information such as Business Name, Business
  Phone Number, Business Address and Merchant ID. It will help us a lot in further investigations.
  Thank you!

*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. ↩