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:02/04/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  They start the service at low price and good customer service but then they keep increasing the price and no one responds to email or anything. They also keep coming up with reasons to charge more. Without notice they increase the per transaction price and monthly billing fees. They also don't care about loyalty. a 50% increase in monthly fee due to increase in operational cost? Did your operation all of a sudden jumped up 50%?

• Initial Complaint

  Date:07/12/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Merchant credit card company we have requested to close the merchant account in the month of Feb 2024 but they kept charging fees for $168 every month and there is no activity in the account requesed for refund but they refused need refund for at least 6 months

• Initial Complaint

  Date:02/15/2024

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my severe dissatisfaction with Payment Depot/Staxx's handling of a critical financial error and the unacceptable level of customer service provided. An incorrect *** led to the wrongful withholding of $6,388 from our funds, a mistake that demands immediate correction through your action, not merely by contacting the *** as incorrectly advised by your team.The necessity for Staxx to amend this via *** Form 945 and to process a corrected 1099 form underscores the critical role you play in resolving this error. This issue is compounded by the abysmal customer support experience. The absence of accessible, live support and the delayed, unhelpful email communication reflect a gross negligence towards customer care. This approach not only hinders timely resolution of urgent issues but also showcases a ***** disregard for the impact on businesses relying on your services.Moreover, the experience of escalating fees without transparent communication further exemplifies the lack of respect for client relationships post-sale. This, combined with the inability to address critical financial discrepancies promptly, is unacceptable.Immediate demands include:Correct the *** error and ensure the $6,388 is refunded promptly.Overhaul your customer service protocols to provide immediate, effective support.Conduct a transparent review and refund of unjustified fees.The resolution of these issues is non-negotiable. Staxx's failure to provide adequate support and manage financial transactions responsibly compels me to take further action if not addressed. The importance of rectifying this situation cannot be overstated, as it affects not only our business but the trust in your services.

  Business Response

  Date: 02/16/2024

  Hi *******, 
  I hope this email finds you well. I am writing to express my sincerest apologies for the experience you have had regarding the recent issue with the *** department at *********** Your satisfaction is of utmost importance to us, and we deeply regret any inconvenience or frustration this situation may have caused you.
  I understand that the handling of the backup withholding and communication with the ***/********** has been less than satisfactory, and I want to assure you that we are actively working to address this matter. Its important to clarify that while we strive to provide excellent service, certain aspects of our operations, such as dealings with regulatory agencies like the *** and *********** are not entirely within our control.
  At this juncture, I want to emphasize that the *** department at ********** manages the back withholding process and is responsible for communication with the ***. While we are not directly involved in these processes, we recognize our responsibility to advocate for you and ensure that your concerns are addressed promptly and effectively.
  To that end, I want to inform you that we have already taken action by submitting a ticket for managers at ********** to review and assist with determining the next steps in resolving this issue. Our goal is to ensure that you receive the support and resolution you deserve as quickly as possible.
  Please know that we are committed to transparency and accountability in our interactions with merchants. While we cannot change the past, we are dedicated to learning from this experience and implementing improvements to prevent similar situations in the future.
  If you have any further questions or if there is anything else we can do to assist you, please do not hesitate to reach out to me directly. Once again, I apologize for any inconvenience or frustration this situation has caused, and I thank you for your continued partnership and support.
  

  Customer Answer

  Date: 02/16/2024

  We had reviewed the guidelines in the link provided even before consulting with my CPA but it was made clear to me that those steps do not apply to our situation. The crux of the issue is that your company/********** processed transactions using an incorrect TAX ID, necessitating a different approach than the one suggested in the link.
  We are discussing the mismanagement of nearly $6,400a significant sum that has impacted our ability to invest in necessary equipment and maintain healthy cash flow. The handling of this matter has been frustratingly slow, often taking up to three days to receive a response, only to be provided with incorrect information.
  To reiterate, the resolution requires immediate and specific actions outlined one more time below:
  1.The credit card processing company must use *** Form 945 to amend the error related to the 24% backup withholding and request a refund.
  2. A corrected ************************************************ number.
  3. Upon the *** issuing the refund, these funds should be promptly transferred to us as additional compensation.

  The obligation to rectify this problem and alleviate the substantial difficulties it has introduced cannot be delegated to me merely by providing a link to *** guidelines on handling backup withholdings. Concrete measures need to be executed by Payment Depot/Staxx and their backend provider, ********** which I have outlined. Given that the error originated from their end, it is their responsibility to correct it. It is unjust and not possible to impose the burden of fixing their error on us.

  Given the financial impact of this error, it is imperative that these steps be expedited through online processing, next-day air, or any other express methods to ensure a swift resolution. The prolonged delay in rectifying this issue is unacceptable. 

  
  Please address this matter with the seriousness and urgency it demands.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/15/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Missing deposits from 01/09/2024 through 01/15/2024. We are extremely concerned that a company the size of Payment Depot (Stax) can't seem to find and deposit the money our customers paid us.Our business checking account was temporarily frozen in January due to conflicting address information. We corrected this and provided Payment Depot with all the information they requested to release the funds that were not deposited during the time the account was frozen. ********************** (Stax) only deposited half of the amount of credit card transactions we had processed during this time, and although we have contacted them numerous times over the past three weeks and have provided details of each missing deposit, they have not deposited the missing money. We have no response from them. We have not received an email, phone call, or acknowledgment that they are working on the issue. It has been over three weeks, and a total of $6396.28 is missing from our deposits.

• Initial Complaint

  Date:02/11/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to cancel my account since 2023 august and no-one has responded to me, calls or emails. They just charged my account $500 for an account that I have been trying to cancel since last year. cancel my account and refund my membership fee.

  Business Response

  Date: 02/12/2024

  We will have an agent reach out to complete the closure and refund

• Initial Complaint

  Date:11/29/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been with this company for more than 5 years. Out of the blue, they have kept 9 of *********** totaling ***** + ,,,,,claiming someone called and wanted my routing number changed.???? That never happened. , and this is very suspicious. Since this was a mistake on their end, you think I would have received my rightful deposit money I earned that they are keeping hostage in their collection ************ days later, no money to me, no warning or explanation as to why this happened... Just a runaround with no end in sight. I don't know if I can pay my bills or payroll because I am so far behind. $9000 is a lot to a small business, during the slow season..I have told them my plight, that we need our deposits a week ago.Nothing .... A merchant company should not conduct business in this manner.

  Business Response

  Date: 11/30/2023

  ****************,

  We sincerely apologize for the delay in funding of your recent deposits and the difficulty you have had obtaining a resolution. We appreciate your patience as we work to have your funds released.

  For clarity, the issue with your previous past-due membership balance has been resolved and is unrelated to the recent deposit delay. The deposit issue was caused by an *** Notification of Change our sponsor bank (TSYS) received from your bank on November 22nd, indicating *** deposits were issued with an incorrect routing number and it would need to be updated. However, it appears this *** NoC may have been issued in error, as further *** rejects occured after TSYS updated the routing number per your bank's instructions. As *** NoC's are communicated only between the actual banks sending and receiving *** transactions, our information is somewhat limited. We recommend contacting your bank for more information on why the NoC may have been transmitted.

  Since the initial error, your banking information has been corrected with TSYS and we are working with them to have these deposits re-issued. We expect the remaining funds to be released to your account within the next 1-3 business days. Due to standard processing times on the *** network, as well as delays caused by the ***************** holiday, these may take up to an additional 3-5 business days to fully settle in your account.

  We will remain in contact and will update as we receive more information from TSYS. In the meantime, please feel free to contact us directly if you have any other questions or concerns.

  
  

  Customer Answer

  Date: 11/30/2023

  
  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

  Date:09/12/2023

  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.

  Mechant fees climbed steadily now up to 300 bucks a month. Contacted them to cancell merchant account, of course got a huge runaround, call this place, fill out this form, wait 60 days so we can steal from you some more. When I sighned up the deal was **** per month and ****% MC/Visa interchange rates which morphed into WOW its open season on my bank account. I ended up switching to fiserv/firstbank but Payment Depot continues to grab money from my bank account with no transactions. Just today they took 270 bucks from my bank account with no transactions on a closed account. If you like the sneaky snake treatment from your business partners than Payment Depot might be the right gaggle of thieves for you.

  Business Response

  Date: 09/13/2023

  I cannot find the account in our system with the provided information

  *****************
  
  , ** 06120
  Daytime Phone: **************
  E-mail: ****************

  We would be happy to close the account but I will need a merchant ID or Business Name

• Initial Complaint

  Date:08/04/2023

  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.

  To Whom it may concern ,I am writing to formally request an investigation into my account *************** with (Payment Depot) ISO of **************** N. A. *******, **] with regards to several concerning issues. Firstly, I have previously requested a copy of my original contract, which I have yet to receive. Despite making a recent inquiry for the contract again, my request was ignored. This lack of response has raised concerns about transparency and compliance with contractual obligations.Furthermore, I have noticed inconsistencies in the fees charged to my account. These fees appear to be excessive and potentially abusive. To illustrate, my account recorded a total transaction value of $1142 last month, yet the corresponding fees amounted to $251.41. Such an exorbitant fee to revenue ratio is alarming and warrants further scrutiny. I kindly request a comprehensive audit of my account form 2019 to present to shed light on these fee inconsistencies. Additionally, I have taken the liberty of attaching samples of the fees I incurred in April 2019 and May 2023 for your reference. It is worth noting that the fixed monthly fees have seen a substantial increase from $49.90 to $208.98, which constitutes a staggering +400% surge. What is particularly concerning is that I have never received any any certified letters outlining these revised fees regarding an amendment to my contract. As a result, I am left perplexed as to how they can legally charge fees that were not previously approved within the terms of the contract I entered into with them. I've been over charged over the years.In addition, I would like to draw your attention to a discrepancy in the ****-K issued for the tax year 2020. According to the statement provided, I purportedly received $5622.16. However, the actual amount received before deducting fees was $4438.58. It is important to note that ****-K statement fails to consider the fees deducted, giving a misleading impression of the total funds received. This misleading representation raises concerns.Sincerely,***************** PS 3rd party info about Payment Depot.*************************************************************************************************************************************************************************************

  Business Response

  Date: 09/12/2023

  We will have an agent reach out to calculate the refund and lower the monthly fee to $49

• Initial Complaint

  Date:04/10/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to close my account since March. Their Support line will put you on hold for over 15 minutes and then hang up. I have sent messages through their website and to their e-mail without any response. At this point, I am out of options and need help. They continue to charge my account at $101.90/month.My Merchant Number is 5436-8455-5955-2905 ****** Alliance, LLC ************************************************************************* Any help is greatly appreciated!!********************* **************

  Business Response

  Date: 04/18/2023

  We submitted a ticket to close the account and refund Feb and March fees $218.80

  The account closure should be effective in 1-2 days.

  The refund usually takes **** days to hit your account

  No further action needed on your part

  Customer Answer

  Date: 04/18/2023

  
  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

  Date:03/30/2023

  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.

  I have been attempting to close my account with Payment Depot since Jan 1, 2023. I have called at least 5 times. I have submitted help requests online. I have provided notice in writing and sent it via fax and email. However, the company is still removing over $200/month from my account. I have not used their services at all since 2022.

  Business Response

  Date: 03/31/2023

  Account is closed at the processing bank.  Refund will be submitted today