ComplaintsforFlagship Merchant Services

• Initial Complaint

  09/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Back in March of 2021 we notified them that we were an LLC, apparently they had to make a new bank account for this change but never informed us nor did they close the other account so for over two years they've been double billing us. We've asked for a refund. We were told multiple times that we would likely be getting one but now keep getting response like "two more days" "two more days a supervisor will call you" but have received no communication on this other than stalling for two weeks. On top of that, they messed up closing our extra account and told authorize to cancel our account with them causing a whole other mess and HOURS of work. We have also raised flags about THOUSANDS of dollars of recent payments clients have made going through flagship that have not hit our bank account. In total they owe use at least almost $10,000 but I will be going through and making sure there not more missing transactions. They will never put you on with a supervisor (they are always out of office apparently).

  Business response

  09/11/2023

  Greetings,
  
  Thank you for the opportunity to address your concerns. Our records indicate that a member of our team 
  contacted you directly and the issues described in your complaint have been resolved. The deposits in question
  were located and an email with the details was provided. The 2 missing transactions were processed as eChecks 
  via Authorized net. Please kindly contact Authorize.net for eCheck inquiries.
  
  A refund check in the amount of $3,915.80 representing the month end fees for delay in closure due to 
  restructure will be issued.
  
  Thank you.  
  

  Customer response

  09/12/2023

  
  
  I have reviewed the response made by the business in reference to complaint ID 20574240, and find that this resolution is satisfactory to me so long as the check mentioned is received.
  
  Regards,
  
  R******** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  08/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I’m Not liable for this debt with Flagship Credit I do not have a contract with FlagShip Credit they did not provide me with a original contract as requested

  Business response

  08/28/2023

  Greetings, 
  
  Thank you for your submission, Unfortunately, we were unable to located a matching merchant processing 
  account record for you based on the information submitted with your complaint. Please forward your merchant 
  account number to assist with locating your account. 
  
  Thank you, 
  Flagship Merchant Services

• Initial Complaint

  06/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Flagship held my money and said they will hold it for 180 days, and return the adjusted amount , however its been more than 180 days and i havent received anything as of yet . This clearly indicates that they are scammers and they hold the money never it return it back I need action taken against them!

  Business response

  06/27/2023

  Greetings, 
  
  Thank you for the opportunity to address your concerns. Chargebacks continued to come in for fraud, services not rendered, and transaction not recognized. While we do generally hold only for 180 days following closure, section 8.7 of the terms and conditions allows for up to 270 days in reserve to account for trailing chargebacks. As these chargebacks have now ceased, remaining funds will be submitted for release by paper check. I will request Federal Express with tracking to the address you have provided. Please be aware it takes several days to process the check. This can be expected by on or around Monday July 3.
  
  F**** *****
  ***** ****** ******* ** ******** ** *****
  
  Thank you. 

  Customer response

  06/27/2023

  
  
  I am rejecting this response because I want to make sure i do Receive check before i accept the resolution, Once i receive the check along with the chargeback summary. I will then accept the responce 
  
  Regards,
  
  F**** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Business response

  06/30/2023

  Greetings,
  
  We understand that you are not satisfied with our response dated on June 27, 2023. Please note, the check was sent
  via FedEx on June 29, 2023, and is currently in transit.

  Attached you will find the Chargeback summary. 
  

  Thank you, 
  Flagship  

  Customer response

  07/05/2023

  
  
  I have reviewed the response made by the business in reference to complaint ID 20239383, and find that this resolution is satisfactory to me.
  
  Regards,
  
  F**** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  05/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I opened an account with A*** ****** ###-###-####/merchant ###-###-####. For a credit card reader for my business they told me no fees and a slight 1-2.3 % charge when I preformed a service and used a credit card. I had an overdraft fee May first and had my bank check why. The company has been charging me for credit card processing fees since February. In the amount of 262.97 that includes two overdraft charges. I am upset that they lied to me and they can charge me but can’t pay me back for the mistake? I would like to have you help me resolve this issue.

  Business response

  06/02/2023

  Greetings,
  
  Thank you for the opportunity to address your concerns. In review of your signed merchant processing agreement the fees charged are valid.  However, as a courtesy we will refund a total of $152.20. This amount equates to the miscellaneous fees included in the month end fees charged from January 2023 through April 2023.  The refund must be sent in separate parts $122.65 and $29.55 due to two separate account set-up and the refund checks must be sent by mail to the address included in this review upon your acceptance.  We hope this response provide satisfactory to this matter.
  
  Thank you,
  Paysafe

• Initial Complaint

  05/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have used its merchant service ( Paysafe, Flagship) since 2016. Last August in 2022, I switched it to another merchant company due to their high fees. My manager called them to cancel the service but was told it can only be canceled once the credit card reader has been returned. The company sent us a shipping label and we have returned the machine right away in 8/2022. I thought the account has been closed. It is not. They continue to debit my business checking account even there is 0 activity since 8/5/2022. The fee is amazing once there are no activities. In Dec. it is $177.80. I have found the problem when I do my Taxes this Month. I contacted them for refund. They simply refused to refund. They insisted the account is not closed. So I request to close the account. This time they send me an Email. Based on the instruction, I filled the form to request to close the account starting in last August. They granted my closing then sent me an Email to request the card reader to be returned or i will be charged for $145. My manager called them again and this time they acknowledge they got the credit card reader last year, but still refused to refund the money they charged from 9/2022-4/2023. This thing should never have happened if I received the Email to close the account first then return the credit card reader as they instructed me to do recently. In fact, we were misinformed and did what exactly they told us to do. We never received any Email to fill out a form to close an account. There is no reason to continue to debit my account once they received my card reader since we could not do anything without it.

  Business response

  05/05/2023

  Q*** **,
   
  Thank you for your submission. After reviewing your BBB complaint and speaking with your office manager on 5/1/2023 to discuss additional details regarding this matter Paysafe did a thorough review of your account. Paysafe does not show record of the call mentioned in August 2022, a call tag being sent to you, nor equipment received from your company. Based on those findings and your signed merchant agreement all fees charged are valid.
  Upon your acceptance without further proof the correct device was sent to Paysafe, as a courtesy the maximum we can offer as a refund is the amount of $243.65 which equates to the month end fees charged from January 2023 through March 2023. 
   
  Thank you,
  Paysafe

  Customer response

  05/09/2023

  
  
  Complaint: 19999446
  
  I am rejecting this response because:  Paysafe called me twice after I filed the complaint.  I appreciate these calls.   She was nice and explained their points regarding the machine return and records.  I explained to her:  1. Machine was returned in 8/2023 by my manager.  She got the shipping label from CA which I just found out Paysafe is in CA.  Not coincidence.  The claim Paysafe does not send out shipping label for return is untrue.  There is no physical address we can find them to ship including their website (iaccessportal)) and statement.  2.  My manager said since Aril 2023 when i found the problem, she called Paysafe multiple times.  At least 4 times she was confirmed that paysafe got the credit card machine.  The last call was 3 way call with Paysafe supervisor A***, me and  my manager T*****.   A*** confirmed account was closed, no further debit to my account and they got the machine.  But the lady who called me has no knowledge about A***'s confirmation..

  Regards,
  

  
  Q*** **
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Business response

  05/10/2023

  Greetings, 
  
  We apologize if you were given incorrect information. We have no records that the terminal was received, no call in August 2022, and
  no record a call tag was shipped. Unless you can provide evidence, our offer stands at a courtesy of $243.65.   
  
  Thank you,

  Paysafe
  
  

  
  

  Customer response

  05/14/2023

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 19999446, and find that this resolution is ok to me.
  
  Regards,
  
  Q*** **
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  01/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Found out that they have been charging our account under another name for Approx $18,000 after we closed our account. We have been trying to work with them to get the matter refunded and taken care of but they are not helping at all. They are refusing to let me speak with a supervisor, the legal department or corporate. They opened a second account in our name by mistake. They have been billing us for that one also. they are refusing to help resolve this matter.

  Business response

  01/13/2023

  Mr. L*** *****,
  
  Thank you for the opportunity to address your concerns. Our records indicate two merchant accounts were established on behalf of Sine Wave Electric & Construction, pursuant to merchant processing agreements (MPA), signed on November 28,2016. The Merchant Accounts were opened on November 29,2016. One account was open for retail processing and the other account was open for online processing.
  
  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 will accept this complaint as a formal request for closure. A closure confirmation will be sent to you via email.
  Although fees charged in connection with your merchant account were valid, we will issue a refund for the total amount of $9,045.56 upon acceptance of this response, as a courtesy.
  
  Thank you,
  Paysafe

  Customer response

  01/16/2023

  
  
  I have reviewed the response made by the business in reference to complaint ID 18690532, and find that this resolution is satisfactory to me.
  
  Regards,
  
  L*** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  01/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The Company provided me with Payment Processing Solutions in November and after 3 weeks closed my accounts claiming that they see high chargebacks. Not only this, They put all the money on hold and claimed that they will be using it to adjust any chargebacks and will keep it for 180 days. However they continue to take money out of my Business Bank Accounts for Charge backs, instead of taking it out from the money they have held. Scam Company

  Business response

  01/09/2023

  Greetings,
  
  A portion of funds processed have been released to the bank account on file. 
  As a result, remaining funds on hold are maintained to ensure no loss is taken
  by Paysafe. The month end fees for December $90.00 were debited from you 
  bank account.  
  
  At such time as the chargeback timeframe has passed (180 days), remaining funds may be released.
  
  Thank you.
  

  Customer response

  01/11/2023

  
  
  I am rejecting this response because its a blatant lie, I had received an email from the company in which they mentioned it clearly that the chargeback and fees will be deduct from the amount held,  here are the exact words from the email

  "Funds may be held in a reserve account for up to 180 days, as noted in the terms and conditions of your Merchant Processing Agreement. Any chargebacks and / or fees may be deducted from this reserve balance."

   

  I am also attaching the email screeen shot for your perusal, This company is nothing but a fraud 

  Regards,
  
   Q
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Business response

  01/12/2023

  Greetings,
  
  We understand that you are not satisfied with our response dated 01/09/23. Reserve accounts are intended
  for Chargebacks and/or applicable fees. The merchant account was placed on divert on 11/07/22-11/14/22
  and closed on 12/12/2022, therefore the November month end fees $90.00 were debited via ach early
  December 2022.  
  
  Thank you.   

  Customer response

  01/12/2023

  
  
  I am rejecting this response because Its a lie,   There were two charges deducted

  1. $65.00 on December 27th 2022

  2. $90.00 on Jan 3rd    2023

   

  Now i fail to understand that why you would deduct two charges on two different dates.  this clearly indicates that the merchant would have still wanted to deduct the money if i hadnt caught it. 

   

  I need both these charges reverted back to my bank account and a promise be made that no further money will be deducted from my companys account and  and all the fees and charges be deducted from my reserved account on hold. why charge me after 12/12/2023?  because the email clearly states that any charges will be deducted from the reserved account kept on hold. 

  
  Regards,
  
  ***** Q
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  12/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I own a Spa in Murfreesboro, TN for 5.5 years. My merchant company’s rate is increasing, I was thinking to switch to a different company. I googled and found flagship merchant as top 10 in the U.S, and I signed up with them without doing anymore research(bad reputation) on the 2nd of December. I received the device on the 8th and set up to run the transaction on the 9th. However on the 12th(the end of the day) I received an email from Paysafe(they said they are the same company) told me that my account is at risk they determined to closed my account immediately the funds will remain held for 180days, which from the 9th to the 12th I didn’t receive any penny from them, cause they were holding my money. I contacted them about this next morning, I spoke to the rep who named Aubonee, she said will request the management to release my funds in 30 days, then I received an email on the 14th said the funds is released it will deposit to my bank in 1-3 business day. I checked my bank on the 15th I see the funds they released. The problem is they only deposited the fund from 9th-11th, 12th is missing. I called again on the 16th they told me there is nothing they can do cause they closed my account and rejected all the transactions for the 12th. They also can’t provide me any bank information for to recollect the money in my end cause they don’t have the information, means I have to take the loss or I can contact the customers I had on that day to ask them to repay me. The total loss for me is $685.00, I think this company should be responsible for it, they decided to close my account and rejected all the payments, and I have to take the loss, I’m requiring the company to at least pay me 50%. This is not a company that we should do business with.

  Business response

  12/19/2022

  Greetings,  
  
  Thank you for the opportunity to address your concerns. This merchant account was boarded on December 2, 2022 and processed its first batch on December 12, 2022. During our review of the first batch of processing, the business was found to be tied to a website that promotes illicit services, such as erotic massage. This type of activity is prohibited by our sponsor banks and  Paysafe policy, and account was terminated as a result. Terms and conditions of the merchant processing agreement allow for establishment of an escrow account to protect against loss, with  funds held for up to 180 days. On 12/14, an exception was made to release all funds related to  this activity, in the amount of $1,786.07. 
  
  There are no funds due at this time.
  
  Thank you. 

  Customer response

  12/19/2022

  
  
  I am rejecting this response because:
  
  Regards,
  First of all I don’t care where did you found the information about my business ties to whatever website, I have been in a professional business for 5.5 years have never had any issues like this before. You guys want to do the risk review should get it done before the application’s approval. As I said the funds that was released to me only from the 9th to the 11th, not the 12th. I have provided every single receipts on the 12th as the customer requested attached with the pictures of the receipts as well. I have been told multiple times that the company rejected all my transactions that made on the 12th, and I have to recollect the payment from the customers I had on that day. What a joke. I’m not mad that you guys closed my account leave me hanging with no service to use, but I do pissed about the rejected transactions cause I have no way to get the money back from that day, all you guys were telling me that you are sorry for the inconvenience. I have all the chats with the customer service in my email, with all the copies of the receipts on the 12th. Please stop avoid what I’m saying “rejected the payments” worst company/service/people. Don’t mention hold people’s money for 180 days, I have never heard such policy from any company. 
  Z***** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Business response

  12/20/2022

  On December 2, 2022, you entered into an agreement for credit card processing with  Paysafe through Flagship Merchant Services. In the terms and conditions of that agreement, sections 8.2 and 8.4 clearly outline our right to terminate the account with or without cause, so long as we have provided written notice, which was done so to the  email address on file, on or around December 14. 2022. Section 8.5 of the terms outline the  right to establish an escrow account, which shall be maintained for a minimum of 180 days  following termination. Because of the prohibited nature of the services identified through our  review, the rejected batches may not be processed through this account. We have released all  funds held as noted in our initial response.
  
  Thank you. 

  Customer response

  12/20/2022

  
  
  I am rejecting this response because: when an agent asked me to submit the application it was done in a very short phone call, she never mentioned any of it, as I said I don’t really care that whatever reason you guys closed my account, but I do feel you should at least be responsible in the end by taking the transactions of the last day and deposit it to your customer then everybody is happy, and will understand the policy for the closure of the account. I have read so many bad reviews about you guys, I can only consider I’m just having bad luck have to go through this type of situation. At this point I don’t even want to argue with you anymore, I take the loss, but I hope you guys will be shutting down soon, and go F yourself to use false information and judge me like I’m a criminal. I will keep all the records just in case you aren’t going to steal any penny from my account according to others mentioned that you guys are like scammers steal money from the customers. 

  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  10/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In the beginning of May I searched for merchant companies so I could set my small business up to receive payment. I chose Flagship. After almost a month of waiting for equipment, I found out there was additional paperwork and steps to take with their rep. I took the steps and signed the contract May 31. June first the company charged me for the month of May and I hadn't even received my card reader. The company gave me the run around so I decided to cancel my merchant account, they then sent the card reader, I refused service and the package was returned, and received by the company. They sent me an email saying they would process my refund because they received the device back. Then Oct 1st they charged my bank account for another 20$ I called and they said it was for equipment rental. The same happened on Sept. 1st. Every representative I speak to promises me the account is closed and that a refund will be issued. Then they take more money. So far I have 67$ in charges for a service I never received and a charge for equipment I never touched. I had to place a stop payment on my account because they overdraft me at the end of every month.

  Business response

  10/28/2022

  T***** *********,
  
  Thank you for your submission.  Our record shows your account was closed on 6/6/2022 as a courtesy we will refund May 2022 month end fees that total $27.95. Regards to the two $20.00 debits our records show there were stop payments place through your bank.  Paysafe waived $20.00 10/18/2022 and $20.00 10/27/2022.  This account for the $67.00 mention in your review.   Upon your acceptance of the refund for May processing fees due to the stop payment placed on the bank account on file we will mail the refund check to the address provided on your review.
  
  Thank you,
  Paysafe 

  Customer response

  11/02/2022

  
  
  I have reviewed the response made by the business in reference to complaint ID 18310192, and find that this resolution is satisfactory to me. 

  
  Regards,
  
  T***** *********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  08/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I opened an account with Flagship in 2012. Sometime years later they opened a second account for my business which I never requested or used. I found out about this in June of 2021 and was told I had to submit a closure form. July 2 2021 I sent in the closure form for the account I never requested and was billed for and thought that was the end. Last month I was going over my bank statements and to my surprise, I was still being charged for an account that I never opened, closed in writing, and continued getting billed $90.85 a month for. I called Flagship and was told the account would be closed and I would receive a refund for the time I was billed after my written closure request and it would take 10-14 days. Three weeks passed and I did not receive any correspondence or refund so I called yet again to be told I needed to provide proof of the closure in 2021 and that I also opened another account on 8/2/22. I did not request a third account and I have an email that acknowledges I closed the account 7-2-21. I have called and called and called only to get different replies from different customer service agents. I would like to be refunded for the year I was billed at $90.85 per month and I want the new account, which I never requested to be closed immediately and not be billed one cent for it as it was never used or requested. I have emails showing the account was closed 7-2-21 and ticket #'s that should state I never opened an additional account.

  Business response

  08/05/2022

  Greetings,
  
  Thank you for the opportunity to address your concerns, our records indicate both Flagship accounts were open on or around July 5th, 2012. Account ending in 4388 was set up with Authorized net and credit card processing for this account was discovered. Regarding account ending in 4396, this account is currently set up with a terminal and is open and active. Per the terms and conditions of the commercial agreement between parties, a closure request form is required for closure. We were unable to locate a record of closure pursuant to the agreement on or about the date specified in your complaint. We note that account ending 4388 was closed on or about July 8, 2022, due to the closure form was received. Although fees charged in connection with your merchant account were valid, a refund in the amount of $1,049.30 will be issued in 6-month installments (6x$174.88) as a courtesy, upon your acceptance and deposited into your bank account number we have on file.
  
  Thank you.   

  Customer response

  08/08/2022

  
  
  I have reviewed the response made by the business in reference to complaint ID 17665394, and find that this resolution is satisfactory to me.
  
  Regards,
  
  M******* ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

*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. ↩