ComplaintsforPOS PROS

• Initial Complaint

  06/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In October 2021, I was researching ways to take credit card payments remotely as I was going to be vending at an event. I contacted several companies, one of which was an app called Smart Swipe. I decided against using their services, but now I’ve come to find out they have been charging me exorbitant fees every month since November 2021! It took a long time to even discover that it was this company, because they apparently go by many different names, Smart Swipe, Paysafe Payment Processing, POS Pros, etc., none of which are used when the debits are taken from my account, it only shows as “MTOT DISC BANKCARD CCD” which is why it flew under my radar for so long. Since I had so many credits and debits daily in my account, and this was made to look like a recurring payment to a credit card company, I assumed that was what it was, until now. I inquired with the bank for a phone number attached to the most recent debit of 6/3/2024. I called and got the run around almost immediately. I ended up speaking to two different reps on the phone, and another in a live chat, for over two hours. They said they would escalate it and see if I could get refunded, but I can’t trust them. I never used any of this company’s services, not even one single time, I never signed a contract, I deleted the app and moved on when I decided to use Square for the remote credit card processing that I needed for the one day of vending at an event. I did inquire about the Smart Swipe app and how it worked, but decided not to use it, and by their own records, it clearly shows I never used their services, yet still, they continued to charge me bogus fees every month and concealed the name in such a way that I didn’t notice it. This company was never authorized to charge me all these monthly fees, totaling in the end $4354.15. It is outrageous and I would like to dispute them all as fraudulent and theft from my account.

  

  Business response

  06/26/2024

  Thank you for the opportunity to address your concerns. Our records indicate that a merchant account was established on behalf of Eden-A- Vegan Café, pursuant to an MPA signed via electronic signature obtained on 10/15/2021. The Merchant Account was opened on October 16, 2021. Please note account closure must be submitted in writing and signed by the authorized person on the account, in accordance with the terms and conditions of the commercial agreement between parties. Although we have not received a written request for closure, we will accept this complaint as a formal request for closure.  As a courtesy, the company will initiate a refund in the amount of $4,354.15, upon acceptance of this response.  
  
  Upon acceptance the refund will be issued via ach to the bank account on file. If the bank account is not open, kindly provide the best mailing address and a refund will be issued by check. 
  
  Thank you.      
  
  

  Customer response

  06/27/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21887037, and find that this resolution is satisfactory to me and this issue will be considered resolved to my satisfaction once I receive the refund in my bank account as stated by the company that they will be enacting immediately. 
  
  Regards,
  
  C******** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  01/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been charged a non pci compliant fee of 89.95, Since November of 2021, that does not show on these statements and it is hidden until ...I tried to download my Dec 2023 statement and was told that I had been paying that since Nov 2021 I did not even know due to the equipment they sold me was supposed to keep me compliant that is why I bought it !!!

  

  Business response

  01/12/2024

  Thank you for the opportunity to address your concerns. Our records indicate the merchant account has
  been non-complaint as of October 2021, resulting in the initiation of a non-compliance fee. The fees incurred 
  are valid, considering the ongoing status on the account, which continues to be non-compliant. Merchants are 
  required to adhere to Payment Card Industry (PCI) data security compliance as a condition on your signed merchant
  agreement. Merchants must always uphold their PCI Compliant status to avoid Non-Compliance fees. Once the merchant
  completes the PCI self-Assessment questionnaire (SAQ), and if necessary, undergo scanning services on a quarterly
  basis, we will indicate a refund in the amount of $269.85 upon acceptance of this response, as a courtesy.
  
  Please contact our Customer Service Team for assistance in becoming PCI compliant.
  
  Thank you.

  Customer response

  01/22/2024

  
  
  Complaint: 21104196
  
  I am rejecting this response because:

  I have not heard from that company at all I have been waiting for them to respond they have not !!! 
  
  Regards,
  
  G****** *********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business response

  01/22/2024

  The response sent on January 12, 2024, included an explanation to address your concerns.  Merchants must comply with 
  Payment Card Industry data security standards as part of their sighed merchant agreement. To avoid non-compliance 
  fees, merchants must always maintain their PCI Compliance status. Once the merchant completes the PCI self-Assessment 
  questionnaire (SAQ), and if necessary, undergo scanning services, we will indicate a refund in the amount of $269.85, upon
  acceptance of this response, as a courtesy.
  
  If you need help becoming PCI Compliant, you can reach out to our PCI Care Team directly at ###-###-#### or the
  Customer Service team for assistance.  
  
  Thank you. 

• Initial Complaint

  10/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  am writing to file a formal complaint against POS Pros regarding their unethical business practices. It has come to my attention that POS Pros has been engaging in the following activities: 1. Unethically raising processing fees to the maximum amount: POS Pros has been increasing their processing fees to the maximum allowable limit without providing any valid justification or prior notification to their customers. This sudden and significant increase in fees is not only unfair but also puts an unnecessary financial burden on their clients. 2. Charging over $1300 in non-compliant fees without notifications: POS Pros has been charging their customers exorbitant fees, totaling over $1300, without providing any prior notifications or explanations for these charges. These fees are not in compliance with industry standards and regulations, and customers have not been given the opportunity to dispute or question these charges. Such practices are not only unethical but also violate the principles of transparency and fair business dealings. As a customer, I believe it is essential to hold POS Pros accountable for their actions and ensure that they rectify these issues promptly. I kindly request that the Better Business Bureau investigate this matter thoroughly and take appropriate action against POS Pros to protect the rights and interests of their customers. I also urge you to inform other relevant regulatory bodies about these unethical practices to prevent further harm to consumers. Thank you for your attention to this matter. I trust that the Better Business Bureau will take the necessary steps to address this complaint and ensure that POS Pros adheres to ethical business practices in the future.

  

  Business response

  10/31/2023

  Greetings,
  
  Thank you for the opportunity to address your concerns. Our records indicate that you contacted a member of our team directly and the issues described in your complaint have been resolved. The processing rate has been lowered on or about October 30, 2023. As a courtesy a refund for PCI Non action fees will be issued in the amount of $359.80 representing fee charged from June -September 2023. Accordingly, we understand this matter is resolved. Should you have additional questions, please contact our Customer Service team.
  
  Please kindly allow 2-5 business days to receive the refund via ach. 
  
  Thank you.       
  
  

  Customer response

  10/31/2023

  
  
  Complaint: 20790944
  
  I am rejecting this response because: The total amount in "additional" unethical fees is $1,427.35. In addition to the "additional fees" I want the difference of all processing fees that have been over charged which is a breach of contract refunded also.
  
  Regards,
  
  J******* ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business response

  11/08/2023

  Greetings,
  
  We understand that you are not satisfied with our response dated October 31, 2023. The merchant is required to adhere to the 
  Payment card industry (PCI) as a condition to the signed merchant agreement. Merchants must uphold their PCI Compliant status 
  to avoid non-compliance fees. PCI notification requirements are listed on our statements. In addition, our PCI team sends notification 
  reminders before the due date. As for the processing rates increase, adequate information of impending rate and fee increases, was 
  provided on the November 2022 statement, as stipulated on the November 2022 statement, continuing the merchant account with 
  us or use of the merchant account after 90 days of the notice will constitute the acceptance to the amended terms.
  
  As a courtesy, the company will initiate an additional PCI non action refund of $89.95 representing fee charged on the October statement. 
  The PCI NAF refund in the amount of $359.80 has been funded. The additional PCI NAF $89.95 will be refunded upon acceptance of this response. 
  Should you have additional questions, please contact our Customer Service team.         
  
  Please note the October statement shows the new processing rate.
  
  Thank you. 
  

  Customer response

  11/10/2023

  
  
  Complaint: 20790944
  
  I am rejecting this response because: A partial refund offer is unacceptable and I am requesting a full refund. POS pros knowingly chared a PCI fee every month with out notice, this is unacceptable, unethical and shows POS Pros does not care about their customers. Additionally our "contract" you speak of was to uphold a  locked in rate that POS pros knowingly increased with out notice and violated the contract terms. I am again requesting a full refund of all fees incurred and a difference of the over charged processing fees that violated the contract.
  
  Regards,
  
  J******* ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business response

  11/14/2023

  Greetings,
  
  The company will offer one additional PCI non action fee of $89.95. Please be advised that
  these 2 months additional refund totaling $179.90 and any other refunds provided previously
  were done as a courtesy. Per sections 2.57 and 10.6 of the merchant terms and conditions, the 
  contract terms including rates and fees can be changed, not a locked rate, and merchant must
  remain PCI Complaint. Please note the refund will be submitted upon acceptance of this response.        
  
  Thank you. 

• Initial Complaint

  05/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been trying to call a man by the name of **** who I call to set up this account . **** has not responded to my email or text or phone calls . I was given a rate for a terminal and the company is now charging more money , not the rate I was given. False information and misrepresentation

  

  Business response

  05/12/2023

   

  
  
  Thank you for your review. Our records show a representative with the install department called you regarding this complaint to explain the needed steps to take to resolve this matter, but it was mentioned you stated you want a refund first.  The cash discount processing set-up you have, we must first make sure you have the cash application downloaded and activated. This is very important because if the application is not added/activated it will appear the rates are higher.  Please contact the install department at ###-###-#### for further assistance with this set-up. Upon completion, regarding your refund request once the installation process is confirmed and/or completed we can move to the next phase.  Please be advised total monthly fees are billed in arrears.  For example, total fees for May will be debited and the statement will be available around the first week of June.  At that time, your account can be reviewed for any due refunds.  You can give us a direct call at ###-###-#### reference ticket# 4547558 to start the refund review process. These are the necessary steps needed to bring a resolution to your request.
  
  Thank you,
  
  Paysafe 

• Initial Complaint

  02/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They have been wrongfully charging my bank account since august 2021. When I called to cancel they told me I had to pay a cancellation fee due to the fact I had equipment which I never received so I asked for proof I received equipment and he could not provide that then changed his story then he stated the contract was the equipment so I asked him to provide that which he also couldn’t provide. I then asked why I was being charged cancellation when their website states no contracts or cancellation fees and had no response. He asked me to sign a document to start closing the account and the document stated I authorized the cancellation so I told him I wouldn’t sign it and he said I had to sign that first then we would do another document in which I told him I am not signing anything with an authorization for you to take any more money from me ($2,285 in total was taken) and he could not provide anything nor would cancel the account.

  

  Business response

  02/17/2023

  
  
  Thank you for the opportunity to address your concerns. Our records indicate that a merchant account was established on behalf of Kolor Me Krazy, pursuant to a merchant processing agreement (MPA), signed on 2/12/2020. The Merchant Account was also opened on 2/12/2020. This account was setup to process credit card transactions through eProcessing Network (EPN) which is a gateway. No equipment is needed or sent to merchants with this type of setup.  Our records show credit card sale transactions was processed during 2/2020. In review of the account all fees charged are Valid.
  
  Please note that requests for closure must be submitted in writing and signed by the authorized person on the account, in accordance with the terms and conditions of the commercial agreement between the parties. Although we have not received a written request for closure, we accept this complaint as a formal request for closure. A closure confirmation email was sent to you 2/13/2023 that advised the request to close your Merchant account has been received. Please allow up to 3 business days for your account closure to be processed. Your account was closed effective 2/14/2023.

   

  Thank you,

  Paysafe

• Initial Complaint

  12/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I contacted this company a few years back (2019) and cancelled their services soon after as I no longer needed them. Fast forward to 2022, upon reviewing my bank records I notice they’ve been charging my account and it had been about 3 years! I contacted the company numerous times and finally spoke with an agent who confirmed that my account was in fact closed in 2019, but for “some reason” was reopened and never closed again….this agent said my case would be sent to higher level and someone would get back to me…surprise…never happened….so after numerous attempts and egregious wait times I was told that the system only goes back 3 months so that’s all I would be refunded…this, after they mysteriously were unable to review the call with their agent that told me that he had found the cancellation confirmation…. 3 years of essentially skimming my account. This was around June of this year and I’m still horrified at this level of “customer service”….please be aware that such practices exist!

  

  Business response

  12/23/2022

  Greetings,
  
  Thank you for the opportunity to address your concerns. According to our records, On or around June 6,2022 you communicated with your sales agent office via email, and they advised the account was closed in error and reopen at your request November 2019. We do not show any closure request after that prior to April 2022.  Although fees charged were valid as a courtesy you were refunded three months of service fees in the amount of $146.55.  At this time, an additional courtesy refund is offered in the amount of $1,257.82 upon your acceptance.  We hope this response provide satisfactory resolution to this matter. If accepted, please provide the address we should mail your refund check.
  
  Thank you,
  Paysafe

  Customer response

  12/27/2022

  
  
  I have reviewed the response made by the business in reference to complaint ID 18569886, and find that this resolution is satisfactory to me...in the interest of time.
  
  Regards,
  
  F***** *************
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  09/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I began using POS Pros in 2021. In March my place of business was robbed and we had to close unexpectedly. Despite our situation I was told that I had to pay $56.90 plus $264 for early termination. I explained my situation and was told that I could apply for a refund after the termination was paid. I reached out after paying the termination and was told that they refused to offer a refund. No compassion or accommodations at all. Out of the two POS providers that we used POS pros was the only company that refused to do anything to assist us.

  

  Business response

  09/19/2022

  C****** ******,
   
  Thank you for your submission.  Although fees charged in connection with your merchant account were valid in accordance with the terms and conditions of the commercial agreement between the parties, we will issue a refund in the amount of $56.90 as a courtesy. The refund will be processed within 3 to 5 business days upon your acceptance.
   
  Thank you,
  Paysafe

• Initial Complaint

  08/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was contacted by pat pascua from pos pros about a pos system for my buisness. Was told I would only be charged 10 cent a transaction was told I only had to make 15$ in sales a month I asked what I had to have so I wouldn’t be charged a fee was not told about any of the other charges was not told I would be charge hundreds of dollars in certain fees or that I had to have 5000 in sales was told I would have first three months no fees and they throes to take money out of my account many times within the first month tried to reach out to him many many times no response was sent a system I couldn’t use had to send back get another never filled out my own application or agreement he sent me a text link to sign had problems getting my deposits then talked to Cindy from there thought she would be help yried contact her many times no response finally got ahold of someone from merchant services who informed me a new account was opend by pat pascua that I didn’t approve or know about . They are using my personal info to start accounts with that I had no knowledge of . Also told them about the attempts to take money from my account they said that they didn’t recognize the name that was trying to take it. I don’t feel safe them having my info and using it illegally and fraudulently. I want my info and my account closed because I was not to about all these fees and feel like I should have gotten to fill out and read the agreement and application not had it done for me . I don’t know what to do

  

  Business response

  08/12/2022

  Greetings,
  
  Thank you for the opportunity to address your concerns. Our records indicate a Headquarter account was established due to an email received on or around July 27, 22 requesting for debits to be withdrawn from a different checking account, such request requires a Headquarter account for debits only. This account was not open fraudulently as mentioned in the complaint. We will accept this complaint as a formal request for closure. The Merchant account ending 7103 will be closed with no early termination fee. The Headquarter account has no early termination fee and will also be closed. As a courtesy, the company will initiate a refund in the amount of $184.00 representing the total amount charged in connection with the Equipment fee $159.00 + DDA update fee $25.00. The refund will be issued via a check. We apologize for any inconvenience.
  
  Thank you.  

  Customer response

  08/15/2022

  
  
  Better Business Bureau: it doesn’t make since to me why money was taken out of both of my accounts and why I wasn’t able to get a response from Patrick or Cindy  I accept the closing of accounts and my refund  I have learned a very valuable lesson in all this will not do business over phone and not in person and will check credentials of ever business from now on before doing anything from now on . 
  
  I have reviewed the response made by the business in reference to complaint ID 17674118, and find that this resolution is satisfactory to me.
  
  Regards,
  
  A***** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  06/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Around June 2021 S****, manager of my company,which is Arman Appliance Repair contacted Pos Pros to make a business name change. Everything on Account remained the same except we were changing the Sole proprietor (Arman Appliance Repair) to the corporation (AAA Appliance Clinic). The customer service send me a "Merchant Business Name Change" form, which we filled out and send it back to them. Everything seemed to be very simple. Around July of 2021,I received new forms to fill out and I thought it was a normal process. They set it up everything and according to them, everything was fine. As we were having so many transactions on that account I didn't even notice that additional charges were taken out from my bank account. This is what happened. They didn't do a name change and opened a completely new account under AAA Appliance Clinic, and another account under AAA Appliance Clinic INC which has completely same information.One dated July 7, 2021, another July 9, 2021, and kept Arman Appliance Repair as a separate account.They were charging me every single month for those 3 accounts, $89.95 from each account every single month.On my bank statement, it shows as Discover Card. All this time I was thinking that we had only one account, as I need only one account. I just did a name change on the form they send to me thinking they know their job but instead now I have 3 accounts. I talked to J*****, one of the representatives, she said we never requested a cancellation of the first account. I said we didn't cancel it, we just did a name change on the form they sent to us. She kept telling me it doesn't matter we should tell them we need to cancel Arman Appliance Repair. I don't know how to deal with those people. They charged me over $1000 for non-existing accounts. Both J***** and A**** don't know what they are doing and playing on the reputation of Pro Pros company. I don't know how to resolve this issue with them and get credit for those charges.

  

  Business response

  06/17/2022

  Greetings,
   
  Thank you for the opportunity to address your concerns. Our records indicate that a me**** of our Customer Service team spoke with you directly and the issue described in your complaint has been resolved. The closure requests for both accounts have been received and were forwarded for processing. Once both accounts have been closed you will receive confirmation via email and the refund will be processed in the amount of $2,000.00.
   
  We sincerely apologize for any inconvenience.
   
  Thank you.    

  Customer response

  06/20/2022

  
  
  I am rejecting this response because: 
  After proper investigation of this issue we noticed the total charges for the both accounts together for the period of July, 2021 - May, 2022 was $2464. We negotiated with the company to pay us $2000 and issue will be resolved, but only for that period of time. We noticed additional charges on our both bank accounts for the month of June, 2022 for the amount $243.85 from one account and $143.85 from the other which wasn't discussed in the conversation with them. As soon as they pay additional $381.70, which was not included in $2000, the issue will be resolved and we will close this complaint. 
  Regards,
  
  A**** *************
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business response

  06/22/2022

  Greetings,
   
  Thank you for your submission, please be advised refunds has been submitted for DBA: AAA Appliance Clinic Inc (merchant identification nu**** ending xxxxxxxxxx0000008) in the amount of $1,281.30 and Arman Appliance Repair (merchant identification nu**** ending xxxxxxxxxx046512) in the amount of $1,186.50 for a grand total of $2,467.80. The refunds are for all fees debited from July 2021 through June 2022.  Please allow 3 to 5 business days for processing refund.  

   

  Thank you

  Customer response

  06/22/2022

  
  
  I am rejecting this response because: I would like to let you know that $2,467.80 is the nu**** of charges made for the period between July 2021 and May 2022. I have all statements for that period of time and can be sent upon request. In the month of June 2022, there were additional three charges in the amount of $237.85, $143.85 which has been withdrawn on June 1st, 2022, and $350, which has been withdrawn today on June 22, 2022 from the AAA Appliance Clinic account. So the total only for the month of June 2022 is $731.70. I will be greatly appreciated if you can explain those charges to me. 
  Regards,
  
  A**** *************
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  06/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Sales agent misrepresented fees, and computer testing and filing requirements. Company would not allow communications with an authorized agent. Attempted to cancel after paying exorbitant fees and taking numerous steps to achieve compliance with security systems. Cancellation fee was more than maintaining the account for 1 year term. Called to cancel as instructed at the end of the 1 year term. I was told they would email the cancellation form that day in February. Did not receive a cancellation form until May after calling in March again and sending back the equipment we had not used for months in early March . They have 1 person working in the department she is not always available. Have had to call several times. Mailed in the cancellation letter 6 days after receipt to the email listed on the form. Have repeatedly asked for a refund for the months of March, April, May and now June when they charged almost double of previous months when we do not have their equipment or system in our possession. The absolute worst company I have ever dealt with. It is shameful they are accredited. At no point did anyone represent we would not get reimbursed for the months they charged for use when we had returned the equipment months ago and have not used their services for months. 

  

  Business response

  06/14/2022

  Hello,

  We reached out to you on June 7th to help you resolve this issue, however, we have not heard back as of yet. 

  We will proceed with processing the items quoted to resolve this complaint immediately. 

   If you need anything further, please feel free to respond directly to the email and we would be happy to assist you. 

  Thank you for your patience, have a wonderful rest of your day. 

*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. ↩